New call center to create 160 jobs in Baton Rouge

240 direct jobs to be available statewide

New call center to create 160 jobs in Baton Rouge
(Source: Pixabay/stock image)

BATON ROUGE, LA (WAFB) - Two new call centers will bring 240 new direct jobs to the state of Louisiana in 2019, with over two-thirds of the jobs coming to Baton Rouge.

Gov. Edwards and YoungWilliams President Rob Wells announced Tuesday that the company will make a $4.1 million capital investment through new call centers in Bossier City and Baton Rouge.

The Ridgeland, Mississippi-based company reached a deal with the Louisiana Department of Children and Family Services to operate the department’s LAHelpU call centers.

The call centers will field questions residents have about child support enforcement, fraud and recovery, and federal assistance programs such as the Supplemental Nutrition Assistance Programs or SNAP (formerly known as food stamps) and the Family Independence Temporary Assistance Program, known as FITAP, which provides cash assistance to low-income families with children.

Call center functions for DCFS previously were outsourced to a company operating in Florida and California.

The system was established when the state closed some of its assistance offices as a cost-saving measure in 2012. About 500,000 calls are placed each month to the call centers, and customer service representatives interact with about 125,000 of those calls per month.

Other departments and political subdivisions of the state may contract with YoungWilliams, based upon the Office of State Procurement’s acceptance of a YoungWilliams proposal to provide call center operations. YoungWilliams will open its initial office in Bossier City by March.

Future contracts with other state agencies and political subdivisions are expected to build the Mississippi-based company’s workload and lead to the opening of a Baton Rouge site later in 2019

YoungWilliams will create 80 new direct jobs in Bossier City and 160 new direct jobs in Baton Rouge, at an average annual salary of $27,000, plus benefits. Louisiana Economic Development estimates the project will result in 40 new indirect jobs for Bossier Parish and the Northwest Region, and 80 new indirect jobs for East Baton Rouge Parish and the Capital Region, for a total of 360 new jobs in the state.

“These Louisiana call centers provide important services for many of our state’s vulnerable citizens. As we build on the efforts of state government to serve our citizens in the most effective and responsible manner, we applaud the creation of 240 new private-sector jobs in Louisiana by YoungWilliams. The company’s work will provide an economic boost in Bossier City and Baton Rouge as we address the critical needs of our population.”
Governor John Bel Edwards
“Our company does this in 11 states and I can’t say enough good about our experience thus far in Louisiana. The procurement process, talent pools, available contractors, real estate, support from the Louisiana Economic Development office and the people in the departments we are working with couldn’t have been better or more professional. This is going to be a great partnership.”
YoungWilliams President Rob Wells

In Bossier City, YoungWilliams will make a $1.5 million capital investment at its location within the Louisiana Boardwalk Outlets along the Red River. Operations there are expected to begin in March 2019.

The company will make a $2.6 million capital investment in a future Baton Rouge facility. Location details will be announced at a later date, with operations in the Capital Region expected to begin in the second quarter of 2019.

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