Fantasy Text Chat Operator Jobs in Baltimore, MD

Williams Consulting LLC (WCLLC), a Baltimore, Maryland-based government contracting firm, is seeking full and part-time bilingual (Spanish) International Board Certified Lactation Consultants to support the U.S. Department of Health and Human Services’ (HHS) Office on Women’s Health (OWH) National Breastfeeding Helpline.  Other related certified lactation specialists are encouraged to apply.

The National Breastfeeding Helpline is a federally supported service that will provide confidential breastfeeding education, counseling, and referrals to women and families nationwide.

The Helpline will operate seven (7) days a week, 365 days a year, with core hours from 9:00 a.m. to 6:00 p.m. Eastern Time. Staff must be available to work assigned shifts, to include some weekends as necessary.

The ideal candidates will be compassionate and experienced in Lactation Support within a healthcare setting such as Commercial, Federal, State and/or Local public health program, telehealth environment, or clinics where Lactation related guidance is provided.

Candidates must demonstrate strong customer service skills, the ability to work in a multi-channel communications environment (phone, texts, live chat), and experience using interpretation and translations services to support multilingual callers as necessary. This role also requires handling confidential and sensitive information with professionalism and discretion.

Williams Consulting, LLC is an 8(a), HUBZone, Woman-Owned Small Business, and Economically Disadvantaged Woman-Owned Small Business with Federal, State, local, and commercial clients. We value our employees and recognize their contributions to the success of our clients and our company. 

We offer competitive salaries and support flexible work locations and scheduling, when possible. We offer competitive benefits including Medical, Vision, and Dental coverage through national plans. We also offer Life, AD&D, Short- & Long-Term Disability Insurance, PTO, and 401k matching.

Duties and Responsibilities

• Respond to phone calls, text messages, and live chat inquiries during assigned helpline hours.
• Provide breastfeeding education, counseling and support.
• Accurately document call, text and live chat interactions including referrals oud outcomes.
• Facilitate warm hand-offs and referrals to appropriate local, state, regional and national resources for non-breastfeeding related needs, including crisis or social support services.
• Support identification and use of national, state, regional, and local referral resources to meet caller needs.
• Assist with development and updates of all call, text and chat scripts to ensure consistent messaging and quality interactions.
• Follow established Standard Operating Procedures (SOPs) for phone, text and live chat encounters.
• Utilize approved translation and interpretation services as needed to support multilingual callers.

Qualifications and Experience

• Active International Board Certified Lactation Consultant (IBCLC) certification in good standing. (preferred)
• Fluency in English .
• Experience providing breastfeeding counseling to diverse populations (Required).
• Prior experience supporting federal funded helplines or public health programs.
• Experience using multi-channel communication platforms (phone, text, chat).
• Familiarity with data collection in a helpline environment.
• Experience using customer relationship management (CRM) or case management systems
  
• Demonstrated ability to handle sensitive or confidential information.
• Ability to work in a secure remote environment.
• Strong attention to detail, organization, and efficient time management.
• Must demonstrate professionalism and a positive work ethic in all situations.
• Background investigation required.

Working Conditions and Requirements

While performing the duties of this job, the employee is regularly required to talk or listen. Standing, sitting, squatting, and other normal office-related physical activities are required. Must be able to sit and read computer screens for extended periods.

WCLLC is an Equal Opportunity Employer

Williams Consulting LLC does not discriminate in employment based on race, color, religion, sex, national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service or other factors