What are the responsibilities and job description for the CALL CENTER SPECIALIST - CHILD ABUSE AND NEGLECT HOTLINE position at Arizona Department of Child Safety?
DEPARTMENT OF CHILD SAFETY
The Arizona Department of child Safety (DCS) is a social and human services agency whose mission is to successfully partner with families, caregivers, and the community to strengthen families, ensure safety, and achieve permanency for all Arizona’s children through prevention, services, and support.
CALL CENTER SPECIALIST-
CHILD ABUSE AND NEGLECT HOTLINE
JOB LOCATION:
This office is located in downtown Phoenix.
Posting Details
Current shifts available are 2nd and 3rd shifts only, requires working weekends to support our team during peak demand times. Please note that 1st shift and Monday to Friday positions are not available.
Sunday-Thursday 2:30 pm-10 pm ( 5% rate differential); Tuesday-Saturday 3:30 pm-12 am ( 5% rate differential); Tuesday-Saturday 4:15 pm-12:45 am ( 5% rate differential); Tuesday-Saturday 1:30 pm-10 pm ( 5% rate differential); Saturday-Tuesday 7:30 pm-6 am ( 10% rate differential); Thursday-Sunday 8:30 pm-7 am ( 10% rate differential)
State mandatory hands on training, which is M-F 8:30- 5pm regardless of shift hired for, includes: classroom training, shadowing and mentoring. This hands on training lasts approximately 6 weeks. Once hands on training is successfully completed the new hire will be informed when they can start their permanent shift.
Grade 17; Open Until Filled; Applications Reviewed Daily
WHO ARE WE?
At the Arizona Department of Child Safety (“DCS”), we call ourselves "compassioneers" because everything we do is done with a compassionate heart. We work tirelessly to protect children, reunify families, ensure safe living environments and prevent unnecessary trauma. As an agency, we are proud to be a pillar of strength for our communities, and proud to do work each day that makes an impact on the world around us every day.
Becoming a Hotline Specialist can be a life-changing event! If you have a passion to help children in need, DCS is the place for you.
Together we can make a difference through service!
Step Increases
Hotline Specialists are eligible for incremental pay increases as follows:
Upon successful completion of the Arizona Department of Child Safety, 22 week CORE training program $22.59/hour
One year of Arizona Department of Child Safety Specialist service $24.11/hour
Two years of Arizona Department of Child Safety Specialist service $25.96/hour
Three years of Arizona Department of Child Safety Specialist service $27.66/hour
If you’re good at what you do, you can work anywhere. If you’re the best at what you do, come work at DCS!
WHAT DOES A CALL CENTER SPECIALIST DO?
The Essential Job Functions For a DCS Specialist – Intake Require Processing Calls And Written Concerns Of Alleged Child Abuse And Neglect Which Include, But Are Not Limited To, The Following
WHAT KNOWLEDGE, SKILLS AND ABILITIES ARE HELPFUL?
Knowledge Of
Federal and State child protection laws; normal child development stages; potential effects of cultural differences on parenting; impacts of substance abuse, mental health, domestic violence, and poverty on families; roles and responsibilities of courts, law enforcement, hospitals, schools, mental health agencies, and other entities that serve children and families; physical and behavioral indicators of abuse, and neglect; conflict resolution techniques; statewide community resources; Microsoft Office Suite - Outlook, Word, PowerPoint, and Teams and call center applications.
Skill In
Active listening; Demonstrating sensitivity to others' needs, perspectives, experiences, and cultures; Making crucial time sensitive decisions independently and with accuracy; Using technology with high proficiency; Typing at least 45 words per minute; Critical thinking and reasoning; Adapting interview techniques based on the caller's needs; Responding calmly and effectively during high stress situations.
Ability To
Work on-site in a busy call center environment handling emotionally stressful matters; understand DCS policies, procedures, standards, and practices; manage conflicting priorities under time constraints and high workloads; recognize indicators of abuse, and neglect; communicate effectively; perform phone interviews while simultaneously inputting documentation into the department's management information system; be thorough, precise and accurate when completing work; Write clear, intelligible, and professional narratives; and respond to the needs of the public in a professional manner free of judgment or bias.
WHAT ARE THE REQUIREMENTS FOR THE CALL CENTER SPECIALIST?
Bachelor's or Master's Degree from an accredited college or university-must provide awarded transcripts to confirm degree; one year of social service or behavioral health preferred.
Department of Public Safety Level One Fingerprint Clearance Card
Any employee operating a motor vehicle on State business must possess and retain a current, valid class-appropriate driver’s license, complete all required training, and successfully pass all necessary driver’s license record checks. The license must be current, unexpired, and neither revoked nor suspended. Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records, and must complete all required driver training. An employee who operates a personally owned vehicle on state business shall maintain the statutorily required liability insurance (see Arizona Administrative Code (A.A.C.) R2-10-207.11).
During the first 22 weeks of employment required in person training in Midtown Phoenix involving overnight stays, if necessary, every other week.
Selected candidates must be able to pass a written exam, background investigation, Motor Vehicle Report check and DCS Central Registry check.
If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements.
All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).
THE STATE OF ARIZONA OFFERS GREAT BENEFITS AND PERKS! WE OFFER:
DCS offers a Bi-Lingual Stipend to all interested and eligible DCS Employees who successfully complete a language proficiency exam. Qualifying employees will receive a $500 annual stipend paid in equal increments.
For a complete list of benefits provided by The State of Arizona, please visit our benefits page
Retirement
All Child Safety Specialist positions participate in the Arizona State Retirement System (ASRS). Enrollment eligibility becomes effective after 27 weeks of state employment. ASRS is a defined benefit plan which means at retirement you are guaranteed a lifetime benefit that does not run out and can never be reduced!
Contact Us
Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting 602-255-3141 or by email at ADA@AZDCS.GOV. Requests should be made as early as possible to allow time to arrange the accommodation. Should you have any further questions regarding the interview process you can reach out to a member of our recruitment team at 602-255-2903 or by email at recruiting@azdcs.gov. The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer.
The Arizona Department of child Safety (DCS) is a social and human services agency whose mission is to successfully partner with families, caregivers, and the community to strengthen families, ensure safety, and achieve permanency for all Arizona’s children through prevention, services, and support.
CALL CENTER SPECIALIST-
CHILD ABUSE AND NEGLECT HOTLINE
JOB LOCATION:
This office is located in downtown Phoenix.
Posting Details
Current shifts available are 2nd and 3rd shifts only, requires working weekends to support our team during peak demand times. Please note that 1st shift and Monday to Friday positions are not available.
Sunday-Thursday 2:30 pm-10 pm ( 5% rate differential); Tuesday-Saturday 3:30 pm-12 am ( 5% rate differential); Tuesday-Saturday 4:15 pm-12:45 am ( 5% rate differential); Tuesday-Saturday 1:30 pm-10 pm ( 5% rate differential); Saturday-Tuesday 7:30 pm-6 am ( 10% rate differential); Thursday-Sunday 8:30 pm-7 am ( 10% rate differential)
State mandatory hands on training, which is M-F 8:30- 5pm regardless of shift hired for, includes: classroom training, shadowing and mentoring. This hands on training lasts approximately 6 weeks. Once hands on training is successfully completed the new hire will be informed when they can start their permanent shift.
Grade 17; Open Until Filled; Applications Reviewed Daily
WHO ARE WE?
At the Arizona Department of Child Safety (“DCS”), we call ourselves "compassioneers" because everything we do is done with a compassionate heart. We work tirelessly to protect children, reunify families, ensure safe living environments and prevent unnecessary trauma. As an agency, we are proud to be a pillar of strength for our communities, and proud to do work each day that makes an impact on the world around us every day.
Becoming a Hotline Specialist can be a life-changing event! If you have a passion to help children in need, DCS is the place for you.
Together we can make a difference through service!
Step Increases
Hotline Specialists are eligible for incremental pay increases as follows:
Upon successful completion of the Arizona Department of Child Safety, 22 week CORE training program $22.59/hour
One year of Arizona Department of Child Safety Specialist service $24.11/hour
Two years of Arizona Department of Child Safety Specialist service $25.96/hour
Three years of Arizona Department of Child Safety Specialist service $27.66/hour
If you’re good at what you do, you can work anywhere. If you’re the best at what you do, come work at DCS!
WHAT DOES A CALL CENTER SPECIALIST DO?
The Essential Job Functions For a DCS Specialist – Intake Require Processing Calls And Written Concerns Of Alleged Child Abuse And Neglect Which Include, But Are Not Limited To, The Following
- Screen concerns of alleged child abuse and neglect.
- Conduct comprehensive phone interviews, information gathering and research.
- Determine if concerns meet statutory criteria as a DCS Report for investigation.
- Write qualitative narratives.
- Perform detailed data entry.
- Respond to the needs of the public in a professional manner free of judgment or bias.
- Utilize a laptop or desktop computer, the department's computer system, and call center applications.
- Adhere to scheduled shift, breaks and lunch times.
- Complete all data entry and finalization of work prior to leaving for the day.
- Input non-abuse correspondence regarding children currently in the custody of DCS, and other general inquires.
- Cross-report criminal offenses to law enforcement; Cross-report to other state or local agencies that have investigative or licensing authority when DCS does not; Cross-report to other state, tribal or county child protection agencies when DCS does not have statutory authority.
WHAT KNOWLEDGE, SKILLS AND ABILITIES ARE HELPFUL?
Knowledge Of
Federal and State child protection laws; normal child development stages; potential effects of cultural differences on parenting; impacts of substance abuse, mental health, domestic violence, and poverty on families; roles and responsibilities of courts, law enforcement, hospitals, schools, mental health agencies, and other entities that serve children and families; physical and behavioral indicators of abuse, and neglect; conflict resolution techniques; statewide community resources; Microsoft Office Suite - Outlook, Word, PowerPoint, and Teams and call center applications.
Skill In
Active listening; Demonstrating sensitivity to others' needs, perspectives, experiences, and cultures; Making crucial time sensitive decisions independently and with accuracy; Using technology with high proficiency; Typing at least 45 words per minute; Critical thinking and reasoning; Adapting interview techniques based on the caller's needs; Responding calmly and effectively during high stress situations.
Ability To
Work on-site in a busy call center environment handling emotionally stressful matters; understand DCS policies, procedures, standards, and practices; manage conflicting priorities under time constraints and high workloads; recognize indicators of abuse, and neglect; communicate effectively; perform phone interviews while simultaneously inputting documentation into the department's management information system; be thorough, precise and accurate when completing work; Write clear, intelligible, and professional narratives; and respond to the needs of the public in a professional manner free of judgment or bias.
WHAT ARE THE REQUIREMENTS FOR THE CALL CENTER SPECIALIST?
Bachelor's or Master's Degree from an accredited college or university-must provide awarded transcripts to confirm degree; one year of social service or behavioral health preferred.
Department of Public Safety Level One Fingerprint Clearance Card
Any employee operating a motor vehicle on State business must possess and retain a current, valid class-appropriate driver’s license, complete all required training, and successfully pass all necessary driver’s license record checks. The license must be current, unexpired, and neither revoked nor suspended. Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records, and must complete all required driver training. An employee who operates a personally owned vehicle on state business shall maintain the statutorily required liability insurance (see Arizona Administrative Code (A.A.C.) R2-10-207.11).
During the first 22 weeks of employment required in person training in Midtown Phoenix involving overnight stays, if necessary, every other week.
Selected candidates must be able to pass a written exam, background investigation, Motor Vehicle Report check and DCS Central Registry check.
If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements.
All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).
THE STATE OF ARIZONA OFFERS GREAT BENEFITS AND PERKS! WE OFFER:
- Paid sick leave
- Paid annual leave
- Ten paid holidays per calendar year
- Health, dental and vision insurance
- Flexible Spending Account
- Health Savings Account
- Arizona State Retirement System Savings (ASRS)
- Employee and Dependent Life insurance
- Long-term and short-term disability insurance
- Deferred compensation plans
- Wellness incentive program
- Employee discount program for higher education, products and services
- Education Savings – AZ529
- Employee Assistance Program
DCS offers a Bi-Lingual Stipend to all interested and eligible DCS Employees who successfully complete a language proficiency exam. Qualifying employees will receive a $500 annual stipend paid in equal increments.
For a complete list of benefits provided by The State of Arizona, please visit our benefits page
Retirement
All Child Safety Specialist positions participate in the Arizona State Retirement System (ASRS). Enrollment eligibility becomes effective after 27 weeks of state employment. ASRS is a defined benefit plan which means at retirement you are guaranteed a lifetime benefit that does not run out and can never be reduced!
Contact Us
Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting 602-255-3141 or by email at ADA@AZDCS.GOV. Requests should be made as early as possible to allow time to arrange the accommodation. Should you have any further questions regarding the interview process you can reach out to a member of our recruitment team at 602-255-2903 or by email at recruiting@azdcs.gov. The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer.
Salary : $24 - $500
