Call Center Representative
I3 INFOTEK INC, Phoenix, AZ, United States
Job Description – Call Center Agent (DCS Specialist – Intake)
Location:
Phoenix, AZ (On-site) Duration:
Contract (03/16/2026 – 06/30/2026) Shift:
Multiple shifts (Afternoon/Evening; includes weekends) Hours:
40 hours/week (overtime possible) Position Overview The Call Center Agent (DCS Specialist – Intake) is responsible for handling sensitive and complex calls related to
child abuse and neglect reports . This role involves conducting detailed interviews, evaluating information against statutory criteria, and documenting cases accurately while maintaining professionalism and empathy. Key Responsibilities Receive and process incoming calls related to alleged child abuse and neglect Conduct
comprehensive phone interviews
and gather critical information Assess whether cases meet criteria for investigation Prepare
clear, detailed, and accurate case narratives Perform high-volume
data entry and documentation Respond to the public in a
professional, unbiased, and empathetic manner Handle
cross-reporting
to law enforcement and other agencies as required Manage non-abuse inquiries and correspondence related to children in custody Use internal systems and call center tools efficiently Meet productivity standards and complete all assigned work daily Required Qualifications Bachelor’s or Master’s Degree (required) Minimum
1 year of experience
in: Call center OR Social services OR Behavioral health OR Paralegal field Typing speed of
at least 45 WPM Proficiency in
Microsoft Office (Outlook, Word, PowerPoint, Teams) Required Skills Strong
active listening and communication skills Ability to make
quick, accurate decisions under pressure High attention to detail and documentation accuracy Strong
critical thinking and problem-solving skills Ability to handle
emotionally sensitive and high-stress situations Multitasking: talking on calls while entering data Preferred Knowledge Federal and State child protection laws Child development and family dynamics Impact of: Substance abuse Mental health Domestic violence Poverty on families Familiarity with social service systems and community resources Work Environment On-site, fast-paced call center environment Exposure to emotionally difficult situations Must adhere to strict schedules (shift, breaks, and deadlines) May require working
evenings, weekends, and holidays Key Competencies Emotional resilience and professionalism Cultural sensitivity and empathy Conflict resolution and de-escalation Strong organizational and time-management skills Additional Requirements Must be
local to Phoenix, AZ Available for
in-person interview within 1 week Able to
start within 2 weeks of offer Must pass
background check and drug screening (HireRight)
Phoenix, AZ (On-site) Duration:
Contract (03/16/2026 – 06/30/2026) Shift:
Multiple shifts (Afternoon/Evening; includes weekends) Hours:
40 hours/week (overtime possible) Position Overview The Call Center Agent (DCS Specialist – Intake) is responsible for handling sensitive and complex calls related to
child abuse and neglect reports . This role involves conducting detailed interviews, evaluating information against statutory criteria, and documenting cases accurately while maintaining professionalism and empathy. Key Responsibilities Receive and process incoming calls related to alleged child abuse and neglect Conduct
comprehensive phone interviews
and gather critical information Assess whether cases meet criteria for investigation Prepare
clear, detailed, and accurate case narratives Perform high-volume
data entry and documentation Respond to the public in a
professional, unbiased, and empathetic manner Handle
cross-reporting
to law enforcement and other agencies as required Manage non-abuse inquiries and correspondence related to children in custody Use internal systems and call center tools efficiently Meet productivity standards and complete all assigned work daily Required Qualifications Bachelor’s or Master’s Degree (required) Minimum
1 year of experience
in: Call center OR Social services OR Behavioral health OR Paralegal field Typing speed of
at least 45 WPM Proficiency in
Microsoft Office (Outlook, Word, PowerPoint, Teams) Required Skills Strong
active listening and communication skills Ability to make
quick, accurate decisions under pressure High attention to detail and documentation accuracy Strong
critical thinking and problem-solving skills Ability to handle
emotionally sensitive and high-stress situations Multitasking: talking on calls while entering data Preferred Knowledge Federal and State child protection laws Child development and family dynamics Impact of: Substance abuse Mental health Domestic violence Poverty on families Familiarity with social service systems and community resources Work Environment On-site, fast-paced call center environment Exposure to emotionally difficult situations Must adhere to strict schedules (shift, breaks, and deadlines) May require working
evenings, weekends, and holidays Key Competencies Emotional resilience and professionalism Cultural sensitivity and empathy Conflict resolution and de-escalation Strong organizational and time-management skills Additional Requirements Must be
local to Phoenix, AZ Available for
in-person interview within 1 week Able to
start within 2 weeks of offer Must pass
background check and drug screening (HireRight)