Job Information

LOCATION OF (96) POSITION(S) TO BE FILLED: DEPARTMENT OF CHILDREN'S SERVICES, CHILD AND FAMILY MANAGEMENT DIVISION, STATEWIDE
This is a non cash overtime position, any overtime worked will be paid as comp leave.
This position is designated as a work from home, applicants must reside in Tennessee.

Qualifications

Education and Experience: Graduation from an accredited college or university with a bachelor's degree in Social Work, Criminal Justice, Sociology, Psychology, or related field of study. Experience equivalent to one year of full-time professional work providing child welfare services including, but not limited to, one or a combination of the following: social, psychological, or correctional counseling or case management; volunteer services coordination for a children's service program; and/or juvenile classification coordination.

OR

Graduation from an accredited college or university with a master's degree in Social Work, Criminal Justice, Sociology, Psychology, or related field of study.

NSQs: Applicants for this class must:

• Successfully complete a Fingerprint Background Check.
• Ability to work nights, evenings, weekends and/or holidays as needed.
• Ability to work remotely or physical office location. To work remotely, must have access to a private and confidential workspace and access to hardwired internet services.
• Ability to manually type 40 wpm or higher.

Summary

The DCS Intake Specialist is the second, working level classification in the Child Abuse Hotline series. A person in this classification is assigned to work in a crisis-oriented call center and independently demonstrates skills to conduct an investigatory intake of alleged child abuse and neglect and to appropriately assess the situation to determine next steps to immediately address child safety and risk concerns. This class differs from the DCS Intake Associate in that the latter functions at the trainee level. A person in this classification reports to a DCS Intake Supervisor or DCS Intake Team Leader.

Responsibilities

• Receive referrals of alleged child abuse and neglect from a variety of callers including but not limited to the general public and various community partners such as law enforcement, medical personnel, and school officials. Accept other types of phone calls that could include general information inquiries, child/family interview requests from other states, and afterhours emergency requests for investigative field staff.
• Conduct phone interviews regarding child abuse and neglect, assess child safety and risk (i.e. child vulnerabilities, caregiver protectiveness, immediate concern of safety and welfare, etc.). by utilizing various follow up and clarifying questions. Appropriately assess information provided to determine line of questioning and utilize various follow-up and clarifying questions for investigatory purposes. Document findings in a written initial child abuse and neglect intake report (680).
• Utilize active listening skills and communicate in a customer focused manner with callers in what may be a sensitive and/or highly stressful situation. Demonstrate the ability to be patient and flexible with the callers while staying focused on each interview task.
• Ensure all information is accurately captured in the DCS electronic intake database. Utilize the DCS electronic intake database and ensure due diligence to conduct a search for prior DCS involvement with the child/family.
• Multi-task to manage phone call referrals and process non-phone call referrals received from online, fax, mail, or email.
• Maintain up-to-date knowledge and demonstrate the ability to explain the child abuse and neglect reporting and case assignment process within DCS to referents and accurately answer questions and provide information.
• Review DCS screening tools to assess child safety and risk of harm for each intake. Make screening decisions for each intake based on DCS policy and procedure. Submit intakes to local field office with jurisdiction.
• Alert afterhours on call local DCS field staff to high priority/emergency referrals that may require law enforcement or medical personnel requiring immediate response.
• May mentor or provide job shadowing opportunities to new Intake Associates and provide peer consultation and support as requested.
• Successfully complete and pass the Child Abuse Hotline Pre-Service Training program, as well as any additional mandatory annual training courses for DCS and/or Child Abuse Hotline. Attend any designated mandatory meetings. Accurately enter leave and attendance in Edison. Complete travel claims as needed.
• Participate in designated mandatory overtime shifts that include monthly weekend shifts, holiday shifts, and on call shifts. This is to ensure appropriate staff coverage for the 24/7/365 Child Abuse Hotline.

Competencies

• Ability to work in a high stress situation and still be customer focused, flexible, demonstrate empathy and be culturally sensitive.
• Skilled in troubleshooting, problem solving, and written/verbal communications.
• Knowledge of law and government, English language, computer programs.
• Ability to demonstrate active learning and listening, critical thinking and reading comprehension skills.
• Competency in time management, decision quality, and conflict management.

Tools & Equipment

• Laptops/Computer Accessories (keyboard, mouse, monitor)
• Headsets (for phone calls)
• General office equipment