Supervisory Call Specialist

Job Description

Job Description

OVERVIEW

Hendall Inc., a mission-focused professional services firm based in Rockville, MD, is seeking a compassionate and detail-oriented Supervisory Call Specialist to support a high-visibility call center that operates 24 / 7 / 365 to assist unaccompanied alien children (UAC), their sponsors, and related parties.

This role requires direct oversight of a team of clinical and non-clinical call center specialists and plays a key part in safeguarding child welfare and coordinating trauma-informed responses to high-risk situations. The Lead Supervisory Call Specialist will report to the Project Manager and provide both operational and clinical direction in support of contract performance.

DUTIES

• Supervise call specialists and team leads to ensure accurate, timely, and trauma-informed response to inbound and outbound calls.
• Provide clinical guidance to staff responding to behavioral health concerns, trafficking, abuse, neglect, and runaway cases.
• Ensure staff follow protocols for identifying, reporting, and escalating urgent child safety concerns to the appropriate external agencies, including CPS and law enforcement.
• Support onboarding and continuous training of call specialists on trauma-informed care, safety planning, de-escalation, and resource referrals.
• Maintain accurate documentation and oversee quality assurance for call handling, case notes, and incident reports.
• Support scheduling, performance management, and compliance with client expectations and federal regulations.
• Participate in client and stakeholder meetings and support updates to SOPs and training documentation.
• Assist with queue monitoring, real-time escalations, and operational decision-making as needed.

MINIMUM QUALIFICATIONS

PREFERRED QUALIFICATIONS

ADDITIONAL INFORMATION

Salary Range : $90,000-$110,000 depending on experience and location

For a complete listing of benefits, please visit our careers page at www.hendall.com / careers

Hendall Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.