Call Center Representative
I3 INFOTEK INC, Phoenix, AZ, United States
Thursday to Monday: 12:30 PM – 9:00 PM, 12:45 PM – 9:15 PM, 1:00 PM – 9:30 PM
Tuesday to Saturday: 1:00 PM – 9:30 PM
Duration: 3.5 months
Position Overview The Call Center Agent is responsible for processing calls and written concerns regarding alleged child abuse and neglect. This role requires handling emotionally sensitive matters professionally and accurately, including conducting phone interviews, gathering information, and documenting reports according to state guidelines. The agent will also cross‑report cases to relevant authorities when necessary.
Key Responsibilities Screen concerns of alleged child abuse and neglect. Conduct comprehensive phone interviews, research, and information gathering. Determine if concerns meet statutory criteria for investigation. Write qualitative, clear, and professional narratives. Perform detailed data entry and finalize all documentation daily. Input non‑abuse correspondence and handle general inquiries about children in DCS custody. Cross‑report criminal offenses and concerns to law enforcement or other agencies when required. Work additional hours, including nights, weekends, and holidays, as business needs arise. Adhere to scheduled shifts, breaks, and lunch times.
Required Knowledge Federal and state child protection laws Effects of cultural differences on parenting Impacts of substance abuse, mental health issues, domestic violence, and poverty on families Roles of courts, law enforcement, hospitals, schools, and mental health agencies Indicators of child abuse and neglect Conflict resolution techniques and statewide community resources Microsoft Office Suite (Outlook, Word, PowerPoint, Teams) and call center applications
Required Skills Active listening and empathy Sensitivity to diverse needs, perspectives, and cultures Critical thinking and decision‑making under time constraints High proficiency with technology and call center applications Typing speed of at least 45 WPM Ability to adapt interview techniques based on caller needs Calm and effective response in high‑stress situations
Required Abilities Work on‑site in a busy call center environment handling sensitive issues Understand and follow DCS policies, procedures, and standards Manage multiple priorities under high workloads Recognize indicators of abuse and neglect Conduct phone interviews while documenting accurately Write clear, intelligible, and professional narratives Respond to public inquiries professionally and without bias
Education & Experience Bachelor’s or Master’s Degree from an accredited institution Minimum 1 year of social service or behavioral health experience Call center, paralegal, or social services experience preferred
Other Requirements Local candidates only (must be available for in‑person interviews within 1 week of posting close) Must pass background check and drug screening via HireRight Availability to start within 2 weeks of offer
Preferred Skills Knowledge of federal and state child protection laws Familiarity with cultural impacts on parenting and child development Ability to make time‑sensitive decisions independently and accurately
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Duration: 3.5 months
Position Overview The Call Center Agent is responsible for processing calls and written concerns regarding alleged child abuse and neglect. This role requires handling emotionally sensitive matters professionally and accurately, including conducting phone interviews, gathering information, and documenting reports according to state guidelines. The agent will also cross‑report cases to relevant authorities when necessary.
Key Responsibilities Screen concerns of alleged child abuse and neglect. Conduct comprehensive phone interviews, research, and information gathering. Determine if concerns meet statutory criteria for investigation. Write qualitative, clear, and professional narratives. Perform detailed data entry and finalize all documentation daily. Input non‑abuse correspondence and handle general inquiries about children in DCS custody. Cross‑report criminal offenses and concerns to law enforcement or other agencies when required. Work additional hours, including nights, weekends, and holidays, as business needs arise. Adhere to scheduled shifts, breaks, and lunch times.
Required Knowledge Federal and state child protection laws Effects of cultural differences on parenting Impacts of substance abuse, mental health issues, domestic violence, and poverty on families Roles of courts, law enforcement, hospitals, schools, and mental health agencies Indicators of child abuse and neglect Conflict resolution techniques and statewide community resources Microsoft Office Suite (Outlook, Word, PowerPoint, Teams) and call center applications
Required Skills Active listening and empathy Sensitivity to diverse needs, perspectives, and cultures Critical thinking and decision‑making under time constraints High proficiency with technology and call center applications Typing speed of at least 45 WPM Ability to adapt interview techniques based on caller needs Calm and effective response in high‑stress situations
Required Abilities Work on‑site in a busy call center environment handling sensitive issues Understand and follow DCS policies, procedures, and standards Manage multiple priorities under high workloads Recognize indicators of abuse and neglect Conduct phone interviews while documenting accurately Write clear, intelligible, and professional narratives Respond to public inquiries professionally and without bias
Education & Experience Bachelor’s or Master’s Degree from an accredited institution Minimum 1 year of social service or behavioral health experience Call center, paralegal, or social services experience preferred
Other Requirements Local candidates only (must be available for in‑person interviews within 1 week of posting close) Must pass background check and drug screening via HireRight Availability to start within 2 weeks of offer
Preferred Skills Knowledge of federal and state child protection laws Familiarity with cultural impacts on parenting and child development Ability to make time‑sensitive decisions independently and accurately
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