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)
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 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
On-site, fast-paced call center environment
Exposure to emotionally difficult situations
Must adhere to strict schedules (shift, breaks, and deadlines)
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)
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Duration: Contract (03/16/2026 – 06/30/2026)
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 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
On-site, fast-paced call center environment
Exposure to emotionally difficult situations
Must adhere to strict schedules (shift, breaks, and deadlines)
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)
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