Part-Time Protective Services Hotline Specialist #P0090

Virginia Information Technologies Agency • Richmond, VA

4d • $28 - $31

About The Position

At the Virginia Department of Social Services, we put people at the center of
everything we do. We believe that every Virginian can live a life of dignity and
that all voices, ideas and experiences contribute greatly to our pursuit of
excellence. Inspired by continuous improvement, we commit ourselves to
listening, learning and cultivating environments of trust, respect and positive
engagement. Together, we are mission-driven, eager to achieve, and passionate
about bringing the best of who we are to those we serve.

We design and deliver high-quality human services that help Virginians achieve
safety, independence and overall well-being. We are a $2 billion agency – one of
the largest in the Commonwealth of Virginia – partnering with 120 local
departments of social services and 31 community action agencies, along with
faith-based and non-profit organizations, to promote the well-being of children,
adults, and families statewide. We proudly serve alongside 1,650 (state) and
12,200 (local) human services professionals throughout the Social Services
System, who ensure that thousands of Virginia’s most vulnerable citizens have
easy access to the services and benefits available to them.

This is an hourly/wage position and is not entitled to the Commonwealth of
Virginia’s state benefits package. This position is limited to no more than 1500
hours in a 12-month period and averages no more than 29 hours a week.

The Virginia Department of Social Services, Division of Family Services is
currently seeking a Part-Time Protective Services Hotline Specialist. This
position is responsible for serving as a State Hotline Specialist for the
Division of Family Services' toll-free State Abuse and Neglect Hotline that is
operated 24/7/365 and will provide direct support to receive and process reports
of child and adult abuse/neglect. The Hotline Specialist conducts a
comprehensive interview with callers by asking designated interview questions
and obtaining pertinent information in order to document the information in
detailed narratives for all allegations of child and adult protective services
complaints and then transmits allegations to the appropriate jurisdiction for
determination of the appropriate response time and/or to notify law enforcement
immediately.

This position is required to be available to work varying shifts depending on
call volume and the needs of the State Hotline. This includes holidays, days,
nights, overnights, and weekend coverage.

Requirements

• Working knowledge of and experience with the principles and practices of Child/Adult Welfare services.
• Ability to receive auditory and visual information pertaining to allegations of child and adult abuse/neglect.
• Demonstrated ability to take received information and accurately convey information orally and in writing.
• Ability to implement and apply applicable local, state and federal laws and regulations to ensure referrals are complete and in compliance to the State Hotline Policies and Procedures.
• Demonstrated ability to collaborate with internal and external partners to ensure the timeliness of each referral.
• Ability to apply outstanding customer service and high level of professionalism with internal and external partners.
• Knowledge of effective interpersonal and conflict resolutions.
• Ability to adhere to agency and hotline protocols and policies.
• Ability to effectively and professionally communicate orally and in writing.
• Ability to work independently in a fast-paced, multi-faceted, virtual environment.
• Ability to work varying shifts depending on call volume and needs of the State Hotline.
• Ability to work holidays, days, nights, overnights, and weekend coverage.

Nice To Haves

• Specific knowledge of Child Protective and Adult Protective Services.

Responsibilities

• serving as a State Hotline Specialist for the Division of Family Services' toll-free State Abuse and Neglect Hotline that is operated 24/7/365
• provide direct support to receive and process reports of child and adult abuse/neglect
• conducts a comprehensive interview with callers by asking designated interview questions and obtaining pertinent information in order to document the information in detailed narratives for all allegations of child and adult protective services complaints
• transmits allegations to the appropriate jurisdiction for determination of the appropriate response time and/or to notify law enforcement immediately
• be available to work varying shifts depending on call volume and the needs of the State Hotline. This includes holidays, days, nights, overnights, and weekend coverage.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: No Education Listed