Rate: $21.70 (+5% differential for 2nd and 3rd shifts)
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!
Hotline Specialists are eligible for incremental pay increases as follows:
Successful completion of the 22 weeks CORE training $22.59/hour
One year of Child Safety Specialist service $24.11/hour
Two years of Child Safety Specialist service $25.96/hour
Three years 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!
A Hotline Specialist is responsible for processing calls and written concerns of alleged child abuse and neglect. A day in the life of a Hotline Specialist can look like:
• Screening concerns of alleged child abuse and neglect;
• Conducting comprehensive phone interviews, information gathering and research;
• Determining if concerns meet statutory criteria as a DCS Report for investigation;
• Writing qualitative narratives;
• Performing detailed data entry;
• Inputting non-abuse correspondence and other general inquires;
• Cross-reporting criminal offenses to law enforcement, other state or local agencies, tribal or county child protection agencies when DCS does not have statutory authority.
When business needs exist, work in excess of 40 hours, which may include days, nights, weekends, and holidays.
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.
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.
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.
• Bachelor's or Master's Degree from an accredited college or university; social service or behavioral health experience preferred.
• Department of Public Safety Level One Fingerprint Clearance Card
• Complete all required trainings without absence
Selected candidates must pass a written exam, background investigation, and DCS Central Registry check.
• 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
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!
Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting 602-255-2903. Requests should be made as early as possible to allow time to arrange the accommodation. Arizona State Government is an AA/EOE/ADA Reasonable Accommodation Employer.
ARIZONA MANAGEMENT SYSTEM (AMS)
All Arizona state employees operate within the Arizona Management System (AMS), an intentional, results-driven approach for doing the work of state government whereby every employee reflects on performance, reduces waste, and commits to continuous improvement with sustainable progress. Through AMS, every state employee seeks to understand customer needs, identify problems, improve processes, and measure results.
State employees are highly engaged, collaborative and embrace a culture of public service.
The State of Arizona is an Equal Employment Opportunity Employer.