Job Details

Call Center Agent

3 Months

Phoenix, AZ 85012 Onsite

Shifts

1). Thursday to Monday

12:30pm to 9pm

12:45pm to 9:15pm

1:00pm to 9:30pm

2). Tuesday to Saturday

1pm to 9:30pm

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.

When business needs exist, work in excess of 40 hours, which may include

days, nights, weekends, and holidays.

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.

Bachelor's or Master's Degree from an accredited college or university; one year of social service or behavioral health experience

Education:

Bachelor's or master's Degree

Required Skills:

Call center/ paralegal/ social services experience

Typing at least 45 words per minute

Microsoft Office Suite - Outlook, Word, PowerPoint, and Teams and call center applications

Desired Skills:

Federal and State child protection laws; normal child development stages; potential effects of cultural differences on parenting

Making crucial time sensitive decisions independently and with accuracy