Customer Service Representative 3 (CICC After Hours)

Salary : $44,720.00 Annually

Location : Statewide, GA

Job Type : Full Time

Job Number : 2025-74230

Division / Office : County DFCS - Region 10

Unit : Dougherty Co. DFCS

Opening Date : 01 / 15 / 2025

Closing Date : 1 / 21 / 2025 11 : 59 PM Eastern

Description

Stronger Families for a Stronger Georgia. The Georgia Department of Human Services (DHS) is a dynamic state agency responsible for delivering a wide range of services to Georgia's most vulnerable populations. Our mission is to strengthen Georgia by providing individuals and families access to services that promote self-sufficiency, independence, and protect Georgia's vulnerable children and adults.

What we offer. Enjoy a generous benefits package that includes a flexible work schedule, unique training opportunities, employee retirement plan, 401(k) plan and 457 plan, 13 paid holidays, vacation & sick leave, medical, dental, vision, long / short-term care, life insurance, and employee discount programs; in addition to telework opportunities depending upon the position.

Start your career in public service . The Georgia Department of Human Services (DHS), Division of Family and Children Services (DFCS) is seeking candidates for the position of Customer Service Representative 3 - Child Protective Services Intake Communication Center (CICC) . Positions are located statewide based on location of candidate.

JOIN OUR TEAM!!!

Job Description

Work Shift : After Hours 3 : 00 pm to 1 : 30 am, includes every other weekend and holidays

Pay Grade : H

This position has designated special entry salary that is non-negotiable.

Under broad supervision, works and communicates with the general public, internal customers and / or external customers to provide information and recommendations targeted to meet customer expectations. Resolves complicated issues involving customer service and / or researches governing policies, procedures or laws to respond to clients or visitors.

These positions report to the Customer Service Rep Supervisor. The incumbent in this position will have the responsibility to receive reports of alleged child abuse and neglect and provide skilled assessment to determine the agency's response. The successful candidate will be motivated and passionate about changing the lives of children and families, brings a deep knowledge of child welfare and foster care placement services from a public / private perspective. The incumbent will be able to work in partnership with stakeholders to achieve the mission, vision and Blueprint for Change of the Division.

Role and Responsibilities

• In a fast-paced call-center environment, under general supervision, the Customer Service Rep 3 assesses reports of child abuse and / or neglect by conducting interviews with reporters and conducting safety screenings on each report.
• Assess whether allegations meet the agency's definitions of abuse or neglect and assess the level of danger to determine how the agency should respond.
• Provides excellent customer service to reporters, stakeholders, field staff, and internal partners.
• Available to work a specific shift schedule
• Follows established unit goals.
• Ensures professional growth and development by adhering to scheduled training.
• Ensures efficient and timely delivery of services.
• Engages in statewide travel on occasion.
• Performs other professional responsibilities as assigned.

Core Competencies

Minimum Qualifications

Preferred Qualifications : Preference will be given to candidates who, in addition to meeting the minimum qualifications, demonstrate some or all of the following skills / experience :

Additional Information

For more detailed information about the Georgia Department Human Services

Employment Information Current State employees are subject to State Personnel Board (SPB) Rules regarding salary.

DHS is an Equal Opportunity Employer

If you require accommodations under the Americans with Disabilities Act (ADA), email request by the closing date of this announcement to : @

The candidate selected for this position may be subject to pre-employment drug screening, education verification, reference, motor vehicle records, and criminal background checks.

DHS accepts educational credential recognized by the Council for Higher Education Accreditation (CHEA) and / or the US Department of Education (DOE) will be considered. DHS will contact educational institutions to verify degree, diploma, licensure, etc.

As an employee of DHS, in the event of an identified emergency you may be required, as a term and condition of employment, to assist in meeting the emergency responsibilities of the department.

Due to the volume of applications received, we are unable to provide information on application status by phone or e-mail. All qualified applicants will be considered but may not necessarily receive an interview. Selected applicants will be contacted by the hiring official for next steps in the selection process. Only applicants who are selected and interviewed will receive notification.

This position is subject to close at any time once a satisfactory applicant pool has been identified.

In addition to a competitive salary, DHS offers a generous benefits package, which includes employee retirement plan; paid holidays annually; vacation and sick leave; health, dental, vision, legal, disability, accidental death and dismemberment, health and child care spending account. Visit for more information.

Insurance

Health, dental, vision, legal, disability, accidental death and dismemberment, healthcare and childcare spending accounts, and life insurance plans are available.

Health Benefits : 1-800-610-1863

Flexible Benefits : 1-877-342-7339

Retirement

State employees participate in the Employee's Retirement System. Contributions are based on a percentage of salary and service date entry

Employee Retirement System : 1-800-805-4609

Deferred Compensation

Tax shelter plans are available that enable employees to provide for greater retirement security. Fund programs are available in both 457(k) and 401(k) plans.

Peach State Reserves : 1-877-342-7339

Credit Union

Employees are eligible to become members of the and

Are you aware the shift for this position is After Hours 3 : 00 pm to 1 : 30 am, includes every other weekend and holidays?

What is your highest level of education completed?

How many years of customer service and case management experience do you have working with internal and external customers in a social services related field?

Do you have a Bachelor's degree in Social Work or a Behavioral Science?

Do you have a Experience / Knowledge in all social service programs, specifically with CPS, of the Division of Family and Children Services?

How proficient are you in Microsoft Office Suite?

Required Question

Salary : $44,720