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Call Center Specialist-Hotline/Intake

  • 501813
  • 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 Hotline

Job Location:

This office is located in downtown Phoenix.

 

Posting Details:
 

 Salary: $18.66-$23.69
Based on DCS Child Safety Specialist experience

Grade: 17

Second Shifts Available (5%+ differential in hourly rate):

Sunday to Thursday

3:30pm -12:00 am

4:15pm- 12:45am

 

Tuesday to Saturday

12:30pm -9:00pm

1:45pm-10:15pm

3:30pm-12:00am

Tuesday to Saturday

2:45 pm - 11:15 pm Tuesday-Friday; 3:30 pm - 12 am Saturday

 

Visit the Arizona Department of Child Safety’s, Career Opportunities page for more information: https://dcs.az.gov/careers

Job Summary:

If you are interested in making a difference in the life of a child, the Arizona Department of Child Safety has job opportunities at various levels for you! Together we can ensure a safer, healthier world for children and their families.

The Child Abuse Hotline is a 24/7 call center. Shifts can vary depending upon call center needs and can include night and weekend coverage. Will be required to work holidays.

Applicants must be adaptable and flexible with availability and scheduling.

Available Schedule: Various

A Child Safety Specialist Trainee will receive twenty-two weeks of paid, on the job training. Promotion to Child Safety Specialist upon successful completion of the training program and a salary increase to $40,598.06. Teleworking would be available (if approved) once candidate completes their Hotline training.

*After one year of service as a Child Safety Specialist, salary will be increased to the next available step if employee is meeting expectations.

Job Duties:

Under general supervision, the position is responsible for answering incoming calls to the Child Abuse Hotline by individuals expressing concerns about the welfare of children living in Arizona; duties include, but are not limited to conducting comprehensive interviews with customers by asking designated interview questions, obtaining pertinent information and determining if information gathered meets the legal criteria for abuse/neglect; determining the appropriate response time to ensure child safety; writes professional reports and other documentation, and other duties as needed.

Knowledge, Skills & Abilities (KSAs):

Knowledge of:
Confidential principles; behavior modification, conflict resolution and counseling principles and techniques; intervention techniques; interviewing procedures; child development, family systems, family centered practice; behavioral indicators of mental health disturbance, impact of abuse and neglect, separation and loss issues and child welfare practices; organizational values and vision and their compatibility with personal values.

Skills in:
Being sensitive to others’ needs, feelings and cultures; and being understanding and helpful; accepting criticism and dealing calmly and effectively with high stress situations; being adaptable, to take on responsibilities and challenges and to make decisions

Ability to:
Be thorough in completing work tasks; lead, take responsibility; analyze information and use logic to address work-related issues and problems; recognize and address substance abuse issues in adults and children and develop necessary intervention strategies; prepare detailed documentation of client and professional contact to ensure records are accurately conveyed and reported; enter, retrieve and correct data in an automated system; to work overtime and scheduled standby duty as needed.

Selective Preference(s):

The ideal candidate will possess computer experience, which includes Windows applications, and excellent writing skills

Pre-Employment Requirements:

- Master's or Bachelor's Degree from a US Department of  Education accredited college or university, OR Five (5) years of experience as a DCS Case Aide II in Arizona state service.
- Subject to a search of the Department of Child Safety Central Registry and maintain clearance throughout employment
- Required to apply for and show proof of receipt of a valid Arizona Fingerprint Clearance Card that meets DCS requirements for a Level One card
- Pass an oral interview and writing exam
- Favorable background and employment reference checks
- Possess a valid driver license
- Provide proof of a current vehicle registration
- Provide proof of current vehicle insurance

Benefits:

As an employee of the Department of Child Safety you will be entitled to a comprehensive benefits package that can become effective as soon as two weeks after starting!

Benefits include:
- Paid sick leave
- Paid vacation that includes ten (10) holidays per year
- Competitive health and dental insurance plans
- Life insurance and long-term disability insurance

We also offer optional employee benefits that include:
- Vision coverage
- Short-term disability insurance
- Deferred compensation plans
- Supplemental life insurance
- Employee wellness plans

Bi-Lingual Stipend
In an effort to better serve our communities, 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.

Arizona State Government is an AA/EOE/ADA Reasonable Accommodation Employer.