CALL CENTER SPECIALIST-CHILD ABUSE AND NEGLECT HOTLINE

Arizona Department of Administration•Phoenix, AZ

1d•Onsite

About The Position

The Arizona Department of Child Safety is hiring a Call Center Specialist for its Child Abuse and Neglect Hotline in Downtown Phoenix. The position screens concerns of alleged child abuse and neglect, gathers information through phone interviews and research, and determines whether concerns meet statutory criteria for a DCS investigation. The role also documents findings, enters and finalizes case information, responds to callers professionally and without bias, and routes reports to appropriate agencies when DCS does not have authority. The scheduled shift is 9:15 p.m.–7:45 a.m., Tuesday and Thursday through Saturday. Newly hired employees complete approximately six weeks of mandatory, hands-on training, Monday through Friday, 8:30 a.m.–5:00 p.m., regardless of their hired shift. Training includes classroom instruction, shadowing, and mentoring; employees are informed of their permanent shift after successfully completing training. The position may require work outside regular hours, including weekends, holidays, and overtime. The role requires a bachelor’s or master’s degree from an institution accredited by an agency recognized by the U.S. Department of Education, and the ability to obtain and maintain a valid Department of Public Safety Level One Fingerprint Clearance Card. Driving or use of a vehicle for State business is an essential function. New State employees must successfully complete E-Verify. Work history, Central Registry, and public records will be considered. The hourly salary is $21.70, with a 5% differential for second shift or 10% differential for third shift, and step increases after training and years of service. The department offers medical, dental, and life insurance options; a retirement plan through the Arizona State Retirement System; paid holidays and vacation and sick leave; a paid parental leave program subject to eligibility criteria; higher-education discounts; wellness programs; and professional growth and development opportunities.

Requirements

Bachelor’s or master’s degree from an institution accredited by an agency recognized by the U.S. Department of Education.
Ability to obtain and maintain a valid Department of Public Safety Level One Fingerprint Clearance Card.
Meet the stated driver’s license requirements because driving or use of a vehicle for State business is an essential job function.
Successfully complete the Electronic Employment Eligibility Verification Program (E-Verify), as required of newly hired State employees.
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 accurate 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 accurately.
Maintain reliability and accountability through schedule adherence and workload completion.
Adapt interview techniques to diverse caller needs and cultural perspectives.

Responsibilities

Screen concerns of alleged child abuse and neglect.
Conduct comprehensive phone interviews, gather information, and conduct research.
Determine whether concerns meet statutory criteria for a DCS report for investigation.
Write qualitative narratives and complete detailed data entry and work finalization before leaving for the day.
Respond to members of the public professionally and without judgment or bias.
Use a laptop or desktop computer, the department’s computer system, and call center applications.
Input non-abuse correspondence regarding children in DCS custody and respond to other general inquiries.
Cross-report criminal offenses to law enforcement.
Cross-report to state or local agencies with investigative or licensing authority when DCS does not have that authority.
Cross-report to state, tribal, or county child protection agencies when DCS lacks statutory authority.
Work outside regular hours, including weekends, holidays, and overtime, when required.