Case Services Coordinator – Hotline Team

El Paso County•El Paso, CO

4d•Hybrid

About The Position

The Case Services Coordinator provides administrative and client-related support to help coordinate and facilitate services for clients and families served by the El Paso County Department of Human Services. This posting is for the Child Abuse and Neglect Hotline Team. The coordinator takes hotline calls, engages reporters using customer-service skills and a call template, applies de-escalation skills as needed, writes professional call reports, and researches families and their backgrounds. The role is part of a goal-driven team and requires a positive, flexible, motivated, detail-oriented person who can work independently and collaboratively. The position may be assigned to the Children, Youth, & Family Services or Adult & Family Services Division. Duties may include processing hotline and other referrals, researching and maintaining case records, connecting clients with community resources, coordinating appointments, and supporting caseworkers, supervisors, and managers. The position receives intermittent supervision, follows established procedures and policies, and requires regular in-person presence. A hybrid schedule may be available after successful completion of the initial evaluation period, subject to change and department discretion. The anticipated schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m., with flexibility needed. Evening and weekend hours may be required. Work takes place in an office and may also involve clients’ homes, schools, jails, and court. Local and non-local travel may be required. The employee must use a registered and insured personal vehicle to transport clients as needed; mileage reimbursement is available upon request. The hiring range is $42,800–$46,800 annually, with an anticipated hiring rate of $44,980 annually. The position requires a conditional post-offer background investigation, fingerprinting, motor vehicle record check, and drug screen; additional background checks may also be required.

Requirements

High school diploma or equivalent education.
Six months of public contact experience in human services or a related field, or a qualifying certificate program and/or college course equivalent to public contact in human services or a related field.
Working knowledge of casework practices, procedures, and guidelines.
Ability to complete applicable system/database training and maintain access to systems such as TRAILS or CAPS.
Ability to communicate and work effectively with coworkers, clients, other agencies, the public, and courts.
Ability to provide excellent customer service.
Ability to plan, schedule, and organize efficiently.
Ability to assess situations, make prudent and appropriate decisions, and apply conflict-resolution and problem-solving skills.
Ability to complete paperwork, reports, and documentation accurately and efficiently.
Ability to work independently as appropriate.
Ability to use standard office equipment, including a computer, fax machine, copier, and telephone.
Proficiency with software applications such as Microsoft Office, including Word and Excel.
Maintain regular and punctual attendance.
Possess and maintain a valid driver’s license and proof of automobile insurance as specified in El Paso County’s Personnel Policies Manual.
Obtain and maintain necessary certifications or licenses applicable to the position.
Pass a conditional post-offer background investigation, including fingerprinting and a motor vehicle record check, and pass a drug screen.
Use a registered and insured personal vehicle to transport clients as needed; reliable transportation is required.

Responsibilities

Answer the applicable DHS abuse or at-risk intake hotline and receive, process, and research referrals, including referrals from the night and weekend after-hours system.
Receive and process referrals from court-ordered investigations, walk-in clients, and correspondence.
Enter, update, and retrieve case information in computerized databases.
Complete records checks on referrals and locate previous referrals and service cases.
Provide administrative and client-related support to caseworkers, supervisors, and managers.
Connect clients with community resources, coordinate appointments and meetings with community professionals, and assist clients in developing and implementing support systems.
Establish collateral contacts with informants to obtain additional information; make referrals to law enforcement and social services departments in other counties and states; conduct necessary research.
Coordinate, oversee, and document supervised visits with children and family members as assigned, ensuring appropriate interaction.
Arrange and provide client transportation to appointments, therapy, school, court hearings, and other destinations; assist with purchasing and delivering necessary items as needed.
Attend and testify at DHS case court hearings based on intervention with clients, as needed.
Participate in meetings and staffing, prepare meeting materials, and document information.
Attend training and workshops as directed.
Perform other duties as required.