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CALL CENTER SPECIALIST-CHILD ABUSE AND NEGLECT HOTLINE

  • 507726
  • PHOENIX
  • DEPT OF CHILD SAFETY
  • Full-time

DEPARTMENT OF CHILD SAFETY

The Arizona Department of Child Safety (DCS) is a social and human services agency whose mission is to successfully engage children and families to ensure safety, strengthen families, and achieve permanency. DCS has field office locations located throughout the state of Arizona, with its central office located in Downtown Phoenix. DCS employs over 2,800 employees who share the common vision of ensuring children thrive in family environments free from abuse and neglect.

CALL CENTER SPECIALIST

CHILD ABUSE AND NEGLECT HOTLINE

Job Location:

This office is located in downtown Phoenix.

Posting Details:

Rate:  $18.66 (+5% differential for 2nd and 3rd shifts)

Rate:  $20.53* to include Critical Service Premium Pay Stipend (restrictions apply)

*Rate with Critical Service Premium Pay Stipend paid until June 24, 2022.

Grade: 17

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:

 Successful completion of 22 weeks including CORE training $19.51/hour
 One year of Hotline Specialist service $20.49/hour
 Two years of Hotline Specialist service $21.54/hour
 Three years of Hotline Specialist service $23.69/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 HOTLINE SPECIALIST DO?

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.

WHAT KNOWLEDGE, SKILL 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 IS REQUIRED OF A HOTLINE SPECIALIST?

• 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.

THE STATE OF ARIZONA HAS EXCELLENT 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

Critical Response Stipend
The Arizona Department of Administration has made Federal funds available for DCS employees that are performing client-facing work in the field. These funds are a temporary stipend and applies to select DCS positions only. The stipend is an additional 10% of the current hourly rate of pay. This temporary stipend is available through June 30, 2022.

Bi-Lingual Stipend
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 602-255-2903.  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.