CALL CENTER SPECIALIST -CHILD ABUSE AND NEGLECT HOTLINE

Arizona Department of Administration • Phoenix, AZ

20h • $22 • Onsite

About The Position

The Arizona Department of Child Safety (DCS) is a social and human services agency whose mission is to successfully partner with families, caregivers, and the community to strengthen families, ensure safety, and achieve permanency for all Arizona’s children through prevention, services, and support. DCS calls its employees "Compassioneers" because everything they do is done with a compassionate heart. They work diligently to protect and support the safety, well-being, and future of vulnerable children and families across the state. DCS is proud to be a pillar of strength for our communities, and the work they do each day to build a safer, more compassionate and more resilient Arizona. Working for DCS is more than a just a job – it’s a mission-driven career that offers purpose, growth, and the opportunity to make a lasting difference. You’ll be part of a team that’s passionate about child welfare and committed to serving with integrity, compassion, and accountability. A career with DCS is an opportunity to give back to your community and help shape a brighter future for Arizona’s children and families.

Requirements

• Bachelor’s or master’s degree must be earned from an institution accredited by an agency recognized by the U.S. Department of Education.
• The ability to obtain and maintain a valid Department of Public Safety Level One Fingerprint Clearance Card.
• Work history, Central Registry and Public Record will be considered.
• This position requires driving or the use of a vehicle as an essential function of the job to conduct State business, and the following requirements apply: Driver’s License Requirements.
• All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

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.
• Write qualitative narratives and perform detailed data entry and finalization of work prior to leaving for the day.
• 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.
• 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 when DCS does not; Cross-report to other state, tribal or county child protection agencies when DCS does not have statutory authority.
• Apply sound judgment to screen and assess reports of alleged child abuse and neglect.
• Conduct focused, trauma-informed phone interviews to gather critical information.
• Recognize indicators of abuse, neglect, and family risk factors.
• Document information clearly through precise data entry and professional narrative writing.
• Demonstrate strong active listening and critical-thinking skills in high-stress situations.
• Perform simultaneous interviewing and real-time documentation with accuracy.
• Collaborate and coordinate cross-reports with law enforcement and partner agencies.
• Maintain reliability and accountability through schedule adherence and workload completion.
• Adapt interview techniques to meet diverse caller needs and cultural perspectives.

Benefits

• Comprehensive medical, dental, and life insurance options.
• A supportive retirement plan through the Arizona State Retirement System (ASRS).
• 10 paid holidays annually and generous vacation and sick leave.
• Paid Parental Leave Program (must meet the criteria).
• Higher education discounts, wellness programs, and professional growth and development opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level