CARE Specialist

TITLE: CARE Specialist

LOCATION: Onsite-El Paso, TX

About Us

The Providencia Group is led by a purpose: to address global challenges and make an impact that matters through delivering transformative solutions. This purpose defines who we are and extends to our relationships with our clients, our people, and our communities. We combine purpose, innovation, and experience to deliver impactful results.

About the Team

We are problem solvers working with leading agencies and organizations to help them address many of today’s most complex challenges. Our world-class team of technologists, program managers, and subject matter experts is uniquely qualified to address ever-evolving, large-scale challenges. In an imperfect world, The Providencia Group puts capability and purpose into action.

What you’ll be part of – TPG Culture

At TPG, we proudly measure our success by the impact we have on the lives of vulnerable and underserved populations around the world. We are innovators and problem solvers who take great pride in partnering with government agencies, service organizations, and external stakeholder groups to address many of today’s most complex challenges. Our workforce is diverse in culture, language, and experience yet it shares a common sense of purpose and empathy for those in need of help. Our people are personally invested in the missions we support, and we reward their commitment by investing in their development, advancement, and growth. If you like what we stand for, you’ll appreciate the professionalism and dedication of those you stand beside every day.

Together, we actively imagine a better future, innovate new ways to make it a reality, and implement solutions that deliver a lasting impact.

Job Summary:

The CARE Specialist is responsible for conducting inbound and outbound contact with unaccompanied children (UACs) and their sponsors to complete standardized safety and wellbeing screenings as required by the program. The CARE Specialist gather and document critical information, evaluate potential risk indicators, assign preliminary risk tier ratings based on established protocols, and route cases appropriately for follow-up, escalation or for in-person home visits as required by protocol.

The CARE Specialist collaborates closely with the CARE team, managers, field staff, stakeholders, and the customer, as applicable, to ensure accurate documentation and timely intervention when safety concerns arise.   The position plays a critical role in identifying risks, supporting appropriate responses, and maintaining confidentiality while handling sensitive and time-critical material.

Essential Functions and Responsibilities:

• Receive and review assigned cases; contact sponsors to complete required screening assessments.
• Conduct sensitive conversations using a trauma‑informed, culturally humble approach.
• Conduct outbound calls with unaccompanied children (UACs) and sponsors to assess wellbeing across key domains, including placement stability, education, medical and mental health access, legal awareness, and overall child safety; update case information in the system as required.
• Respond to inbound calls, messages, emails, and texts from UACs, sponsors, and related parties, routing inquiries appropriately.
• Coordinate and confirm home visits with sponsors and provide required information to the Command Center.
• Identify and document risk indicators, assign preliminary risk tiers; escalate and update case information as required.
• Escalate cases needing additional review, field verification, or urgent intervention to the immediate supervisor.
• Maintain accurate, timely, and confidential case records in accordance with program standards.
• Collaborate with internal teams and external partners to support child safety and ensure coordinated case management.
• Verify Sponsor home address and UAC school enrollment and upload documents in the system as required.
• Inform Sponsor of required legal and court obligations, to include appointments and other required information.
• Provide information, resources, and guidance to callers with compassion, cultural sensitivity, and professionalism.
• Recognize urgent or complex situations and coordinate with supervisors, stakeholders, and appropriate resources.
• Work closely with internal teams to ensure accurate reporting, escalation, and case routing.
• Follow all policies for reporting to customer, including completing thorough and timely critical incident reports.
• Maintain clear, detailed, and timely case notes for tracking, monitoring, and reporting purposes.
• Ensure all required information is accurately entered into the company’s system.
• Answer and return phone calls promptly to support timely case progression.
• Perform other duties as assigned.

Knowledge, Skills, Abilities and Qualifications:

• Possess an associate degree in an appropriate discipline from an accredited college (a high school diploma with an extra two or more years of relevant experience may be substituted for an associate degree) and
• Have at least two years of documented experience in a field related to relevant experience in child welfare, case management, call center operations, or working with vulnerable populations; certification, licensure, and credentials applicable to the professional accreditation of the position (a minimum of four years of experience is required when a high school diploma with two or more years of relevant experience is substituted for an associate degree).

• Bilingual in English and Spanish.
• Experience conducting safety or well-being screenings, welfare checks, or crisis assessments (preferred).

• Familiarity with call center operations and related case management and software (preferred).
• Ability to handle sensitive and difficult situations with empathy and professionalism; basic understanding of trauma-informed care principles.

• Demonstrates excellent verbal and written communication skills.
• Demonstrate experience applicable to the goals and objectives of the program sufficient to communicate with other staff, and appropriate for a similar program environment.
• Must possess strong computer skills in MS Office, including Microsoft Word and Excel, PowerPoint, and Outlook; ability to type 55 wpm.
• Must be willing to learn internal company systems.
• Requires effective communication and interpersonal skills to effectively interact with different departments within the company, employees and with clients.
• Ability to take technical direction and feedback from various sources.
• Committed to providing outstanding customer service and representation of TPG in a professional manner.
• Requires the ability to prioritize work, meet stringent deadlines, balance multiple tasks and work in a team environment.
• Strong attention to detail and problem solving skills.
• Ability to handle confidential information with discretion and integrity.
• Ability to deliver the highest quality of work under extreme pressure.
• Analytical and problem-solving skills.
• Ability to work a rotating shift, overnight, holidays, and weekends to support a 24/7 operation.

Clearance:

• Applicants selected will be subject to a government background investigation and may be required to meet the following conditions of employment.

 Security Requirements:

• Ability to obtain/maintain a Security Clearance.
• Favorable credit check for all cleared positions.
• Successfully pass a background investigation, drug screen.
• US Citizenship, Permanent Residency depending on the program.

Physical Demands  

• Standing/Walking/Mobility: Must have mobility to attend meetings with other managers and employees. 

• Climbing/Stooping/Kneeling: 10% of the time. 
• Lifting/Pulling/Pushing: 10% of the time. 
• Fingering/Grasping/Feeling: Must be able to write, type and use a telephone system 100% of the time. 
• Sitting: Sitting for prolonged and extended periods of time. 

This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned. Management may revise duties as necessary without updating this job description.

For more information about the company please visit our website at https://www.theprovidenciagroup.com

Providencia is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, disability or any other federal, state or local protected class.

TPG complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities.

If you require accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquires to HRsupport@theprovidenciagroup.com