Schedule Details
Thursday - Monday 12:30 PM - 9 PM 12:45 PM - 9:15 PM 1:00 PM - 9:30 PM Tuesday to Saturday 1 PM - 9:30 PM Job Description
We are seeking a professional and compassionate Call Center Agent to serve as a first point of contact for receiving and screening reports of alleged child abuse and neglect. In this role, you will accurately document information, cross-report criminal offenses to law enforcement, and apply knowledge of federal and state child protection laws while handling sensitive and high-impact calls. The ideal candidate will have experience in social services, paralegal work, call center operations, or behavioral health, and demonstrate strong judgment, communication skills, and emotional resilience. Responsibilities
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. 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 shifts, 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 inquiries. Cross-report criminal offenses to law enforcement. Cross-report to other state or local agencies that have investigative or licensing authority. 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. Required Knowledge
Federal and State child protection laws 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 Statewide community resources Required Skills
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 Perform phone interviews while simultaneously inputting documentation into the department's management information system Write clear, intelligible, and professional narratives Respond to the needs of the public in a professional manner free of judgment or bias Required Qualifications
Must be located in the Greater Phoenix area Bachelor’s or Master’s Degree from an accredited college or university 1 Year of Social Service or Behavioral Health Experience Call Center, Paralegal, or Social Services Experience Typing at least 45 words per minute Proficient in Microsoft Office (Outlook, Word, PowerPoint, and Teams) Familiarity with Call Center Applications
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Thursday - Monday 12:30 PM - 9 PM 12:45 PM - 9:15 PM 1:00 PM - 9:30 PM Tuesday to Saturday 1 PM - 9:30 PM Job Description
We are seeking a professional and compassionate Call Center Agent to serve as a first point of contact for receiving and screening reports of alleged child abuse and neglect. In this role, you will accurately document information, cross-report criminal offenses to law enforcement, and apply knowledge of federal and state child protection laws while handling sensitive and high-impact calls. The ideal candidate will have experience in social services, paralegal work, call center operations, or behavioral health, and demonstrate strong judgment, communication skills, and emotional resilience. Responsibilities
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. 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 shifts, 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 inquiries. Cross-report criminal offenses to law enforcement. Cross-report to other state or local agencies that have investigative or licensing authority. 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. Required Knowledge
Federal and State child protection laws 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 Statewide community resources Required Skills
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 Perform phone interviews while simultaneously inputting documentation into the department's management information system Write clear, intelligible, and professional narratives Respond to the needs of the public in a professional manner free of judgment or bias Required Qualifications
Must be located in the Greater Phoenix area Bachelor’s or Master’s Degree from an accredited college or university 1 Year of Social Service or Behavioral Health Experience Call Center, Paralegal, or Social Services Experience Typing at least 45 words per minute Proficient in Microsoft Office (Outlook, Word, PowerPoint, and Teams) Familiarity with Call Center Applications
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