Human Services Call Center Call Screener (Part-Time Weekends)

Our Open•Windsor, NH

13d•Remote

About The Position

The Human Services Call Center Call Screener (Part-Time Weekends) position is a remote role focused on ensuring the safety of New Hampshire's youth. The screener receives and documents reports of child abuse and neglect, consults with supervisors to determine the need for immediate response, and contacts the DCYF On-Call Supervisor for emergency response assessment. Screeners also provide information and referrals to resources, log all contacts in the NH's Bridges electronic system, and dispatch assessment teams when necessary. The role requires answering calls, faxes, and emails promptly, providing accurate information according to DCYF guidelines, and completing all required training. Access to The Home's management and clinical on-call services is available for support. A quiet and confidential working space is mandatory.

Requirements

Bachelor’s degree with at least 12 courses or 36 credit hours in social work, criminal justice, psychology, sociology, behavioral science, human services, or related field. Each additional year of formal education may be substituted for one year of required work experience.
Associates degree in a human services related field with two (2) years of experience in human services at/above a paraprofessional or technician level.
Microsoft Outlook/computer proficiency.
Customer service driven telephone presence.
Structured interview measuring possession of knowledge, skills and abilities identified as necessary for satisfactory performance.
Provide at least three (3) references with acceptable reference checks. If previously employed by DCYF, at least one reference must be DCYF specific.
Complete successfully the training requirements deemed necessary by program regulators, including DCYF practice and policy regarding screening and ongoing training requirements.
Submit to and meet regulatory requirements through regular NH criminal background checks, DCYF Central Registry checks, and Bureau of Elderly and Adult Services (BEAS) checks.

Nice To Haves

Detail-oriented, professional, and caring.
Deeply cares about the safety of New Hampshire’s youth.

Responsibilities

Receives and documents reports of child abuse and neglect.
Consults with Shift Supervisor to determine if the information received may require immediate response by DCYF.
Contacts the DCYF On-Call Supervisor to determine if an emergency response is needed.
Provides information and referral to resources.
Logs all contacts in NH’s Bridges electronic system according to system expectations.
Answers all calls, faxes, and emails within no more than five (5) minutes of receipt.
Accesses onsite supervisor and the Home on-call services during high volume periods/shifts.
Provides accurate and thorough information to callers and information seekers according to DCYF rules, regulations, and training guidelines.
Assesses contextual information against guidelines and protocols and responds accordingly.
Works with Shift Supervisor and DCYF On-Call Supervisor in dispatching a statewide assessment team, CPSW, or On-Call CPSW for emergency response.
Successfully completes all necessary training to perform job functions as required by DCYF.
Accesses The Home's management and clinical on-call services as necessary to address concerns arising from calls and contacts.