CHILD ABUSE HOTLINE REPRESENTATIVE
About The Position
The Department of Public Safety’s mission is to enhance the safety and security of all Arkansans through ethical, character-driven behavior that promotes professionalism, clear communication, and accountability while serving as the state’s premier public safety agency. The hotline is operated 24 hours a day - 7 days a week with operators specially trained to process reports of Child Maltreatment. The Child Abuse Hotline Representative answers the established statewide toll-free number to receive information regarding the allegations of Child Abuse and Neglect by state law (ACT) 12-18-101.
Requirements
- Strong verbal and written communication skills to document and relay sensitive information clearly.
- Ability to remain calm, empathetic, and non-judgmental when speaking with distressed callers.
- Active listening skills to extract key details from callers while showing compassion.
- Ability to assess the urgency of cases and make quick, sound decisions.
- Strong attention to detail to identify risk factors and ensure accurate documentation.
- Problem-solving skills to determine appropriate next steps for reports.
- Proficiency in data entry, case management software, and telephone systems.
- Ability to multi-task, prioritize calls, and manage high call volumes effectively.
- Strong organizational skills to track reports and follow standard operating procedures.
- Ability to handle emotionally charged conversations and high-pressure situations.
- At least six months of experience in a call center, social services, law enforcement, crisis response, or a related field.
Responsibilities
- Answer inbound calls related to suspected child abuse, neglect, or maltreatment.
- Gather critical details from callers, including nature of the concern, individuals involved, and location information.
- Assess reports based on Arkansas child welfare laws and agency guidelines to determine if cases meet the threshold for investigation.
- Maintain composure and professionalism while handling calls involving distressed individuals, emergency situations, or difficult subject matter.
- Accurately record caller information and case details in the agency’s database.
- Ensure confidentiality and compliance with data protection policies.
- Prepare written summaries and reports for child welfare investigators and law enforcement as needed.
- Provide appropriate referrals to law enforcement, social services, medical professionals, or mental health resources when necessary.
- Escalate emergency cases to supervisors or field investigators for immediate intervention.
- Coordinate with internal departments and external agencies to facilitate case reviews.
- Handle follow-up inquiries while maintaining proper discretion.
- Ensure compliance with mandatory reporting laws and ethical standards.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
