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

Do you care deeply about the safety of New Hampshire’s youth? Are you detail-oriented, professional, and caring? Does the idea of working remotely appeal to you? If so, join our team of caring professionals in keeping New Hampshire’s youth safe.

The full-time position is remote with the following schedule:

• Weekend shifts Friday to Sunday.

• All work including the 10 days of training with daytime staff is fully remote and a laptop and phone will be provided by The Home.

If hired, training with daytime NH DCYF Intake staff is required for a minimum of 10 business days or the equivalent of 80 hours. Training must be completed on weekdays (Monday - Friday) between the hours of 7:00 am and 6:30 pm.

How You'll Be Making A Difference

Reporting to the Shift Supervisor, the Screener receives and documents reports of child abuse and neglect, consult with Shift Supervisor to determine if the information received may require immediate response by DCYF, contact the DCYF On-Call Supervisor to determine if an emergency response is needed. Screeners also provide information and referral to resources and log the times of all contacts. 

• Answer all calls, faxes, and emails within no more than five (5) minutes of receipt.
• Access onsite supervisor and Wediko on-call services during high volume periods/shifts.
• Provide accurate and thorough information to callers and information seekers according to DCYF rules, regulations, and training guidelines.
• Assess contextual information against guidelines and protocols and respond accordingly.
• Log all contacts in NH’s Bridges electronic system according to system expectations.
• Work with Shift Supervisor and DCYF On-Call Supervisor in dispatching a statewide assessment team, CPSW, or On-Call CPSW for emergency response.
• Successfully complete all necessary training to perform job functions as required by DCYF.
• Access The Home's management and clinical on-call services as necessary to address concerns arising from calls and contacts.
• A quiet and confidential working space is required.

Qualifications

• 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.
• Must have Microsoft Outlook/computer proficiency.
• Customer service driven telephone presence.
• Structured interview measuring possession of knowledge, skills and abilities identified as necessary for satisfactory performance.
• Must provide at least three (3) references with acceptable reference checks. If previously employed by DCYF, at least one reference must be DCYF specific.
• Must complete successfully the training requirements deemed necessary by program regulators, including DCYF practice and policy regarding screening and ongoing training requirements.
• Must 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.

Valuing Diversity

We are committed to excellence in diversity, equity, and inclusion, while simultaneously creating a culture that supports those values. We believe the differences we bring enhance our ability to provide exceptional service and care to diverse children, families, and communities. Moreover, diversity, equity, inclusion, and belonging align with our values and our mission to help vulnerable children and their families build permanent, positive change.