State of Arizona
Location
Phoenix, AZ | United States
Job description
CASE MANAGER Location Phoenix, AZ (Central City area) :
DEPARTMENT OF CHILD SAFETY
The Arizona Department of Child Safety (DCS) is a social and human services agency whose mission is to successfully engage children and families to ensure safety, strengthen families, and achieve permanency. DCS has field office locations located throughout the state of Arizona, with its central office located in Downtown Phoenix. DCS employs over 2,800 employees who share the common vision of ensuring children thrive in family environments free from abuse and neglect.
CALL CENTER SPECIALIST-
CHILD ABUSE AND NEGLECT HOTLINE
JOB LOCATION:
This office is located in downtown Phoenix.
POSTING DETAILS:
Hiring for 2 nd and 3 rd shifts ONLY at this time - Shift start time after 12pm; Must be able to work either Saturday or Sunday; $21.70/hour (+5% differential for 2nd shift; +10% differential for 3rd shift); interviews are in-person only.
State mandatory hands on training, which is M-F 8:30- 5pm regardless of shift hired for, includes: classroom training, shadowing and mentoring. This hands on training lasts approximately 6 weeks. Once hands on training is successfully completed the new hire will be informed when they can start their permanent shift.
Grade 17; Open Until Filled; Applications Reviewed Daily
WHO ARE WE?
At the Arizona Department of Child Safety (“DCS”), we call ourselves "compassioneers" because everything we do is done with a compassionate heart. We work tirelessly to protect children, reunify families, ensure safe living environments and prevent unnecessary trauma. As an agency, we are proud to be a pillar of strength for our communities, and proud to do work each day that makes an impact on the world around us every day. Becoming a Hotline Specialist can be a life-changing event! If you have a passion to help children in need, DCS is the place for you. Together we can make a difference through service! Step Increases Hotline Specialists are eligible for incremental pay increases as follows: Successful completion of the 22 weeks CORE training $22.59/hour One year of Child Safety Specialist service $24.11/hour Two years of Child Safety Specialist service $25.96/hour Three years of Child Safety Specialist service $27.66/hour If you're good at what you do, you can work anywhere. If you're the best at what you do, come work at DCS!
WHAT DOES A CALL CENTER SPECIALIST DO?
A Hotline Specialist is responsible for processing calls and written concerns of alleged child abuse and neglect. A day in the life of a Hotline Specialist can look like:WHAT KNOWLEDGE, SKILLS AND ABILITIES ARE HELPFUL?
Knowledge of: Federal and State child protection laws; normal child development stages; potential effects of cultural differences on parenting; impacts of substance abuse, mental health, domestic violence, and poverty on families; roles and responsibilities of courts, law enforcement, hospitals, schools, mental health agencies, and other entities that serve children and families; physical and behavioral indicators of abuse, and neglect; conflict resolution techniques; statewide community resources; Microsoft Office Suite - Outlook, Word, PowerPoint, and Teams and call center applications. Skill in: Active listening; Demonstrating sensitivity to others' needs, perspectives, experiences, and cultures; Making crucial time sensitive decisions independently and with accuracy; Using technology with high proficiency; Typing at least 45 words per minute; Critical thinking and reasoning; Adapting interview techniques based on the caller's needs; Responding calmly and effectively during high stress situations. Ability to: Work on-site in a busy call center environment handling emotionally stressful matters; understand DCS policies, procedures, standards, and practices; manage conflicting priorities under time constraints and high workloads; recognize indicators of abuse, and neglect; communicate effectively; perform phone interviews while simultaneously inputting documentation into the department's management information system; be thorough, precise and accurate when completing work; Write clear, intelligible, and professional narratives; and respond to the needs of the public in a professional manner free of judgment or bias.
WHAT ARE THE REQUIREMENTS FOR THE CALL CENTER SPECIALIST?
Bachelor's or Master's Degree from an accredited college or university-must provide awarded transcripts to confirm degree; one year of social service or behavioral health preferred. Department of Public Safety Level One Fingerprint Clearance Card Any employee operating a motor vehicle on State business must possess and retain a current, valid class-appropriate driver's license, complete all required training, and successfully pass all necessary driver's license record checks. The license must be current, unexpired, and neither revoked nor suspended. Employees who drive on state business are subject to driver's license record checks, must maintain acceptable driving records, and must complete all required driver training. An employee who operates a personally owned vehicle on state business shall maintain the statutorily required liability insurance (see Arizona Administrative Code (A.A.C.) R2-10-207.11). During the first 22 weeks of employment required in person training in Midtown Phoenix involving overnight stays, if necessary, every other week. Selected candidates must be able to pass a written exam, background investigation, Motor Vehicle Report check and DCS Central Registry check.
If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver's License Requirements.
All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).
THE STATE OF ARIZONA OFFERS GREAT BENEFITS AND PERKS! WE OFFER:
For a complete list of benefits provided by The State of Arizona, please visit our benefits page
RETIREMENT:
All Child Safety Specialist positions participate in the Arizona State Retirement System (ASRS). Enrollment eligibility becomes effective after 27 weeks of state employment. ASRS is a defined benefit plan which means at retirement you are guaranteed a lifetime benefit that does not run out and can never be reduced!
CONTACT US:
Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting 602-255-2903. Requests should be made as early as possible to allow time to arrange the accommodation. Arizona State Government is an AA/EOE/ADA Reasonable Accommodation Employer.
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