Phoenix, AZ - Business Operations - AZDCS - Support Services - Call Center Agent

Position Information*******Address is confidential please do not disclose it or post it anywhere******** repost of 9693 please don't submit anyone you have submitted to this posting before**" Tentative start date will be dependent upon interviews conducted, onboarding completed, and the state agency issuing a PO." HireRight must be used for Background Checks and Drug ScreeningsLocal Only Candidates - Resumes must specify the current location of the candidate, all those who do not state current location will not be considered. - AS A REMINDER - Candidates must be local at time of submission, and available for in person interviews within 1 week of the posting close date. Candidates must also be able to start within 2 weeks of an offer being made.ResumeR2RCover LetterPosition DescriptionAddress is confidential please do not disclose it or post it anywhererepost of 9693 please don't submit anyone you have submitted to this posting beforeThe essential job functions for a DCS Specialist Intake require processing calls and written concerns of alleged child abuse and neglect which include, but are not limited to, the following:" Screen concerns of alleged child abuse and neglect." Conduct comprehensive phone interviews, information gathering and research." Determine if concerns meet statutory criteria as a DCS Report for investigation." Write qualitative narratives." Perform detailed data entry." Respond to the needs of the public in a professional manner free of judgment or bias." Utilize a laptop or desktop computer, the department's computer system, and call center applications." Adhere to scheduled shift, breaks and lunch times." Complete all data entry and finalization of work prior to leaving for the day" Input non-abuse correspondence regarding children currently in the custody of DCS, and other general inquires." Cross-report criminal offenses to law enforcement; Cross-report to other state or local agencies that have investigative or licensing authority when DCS does not; Cross-report to other state, tribal or county child protection agencies when DCS does not have statutory authority.When business needs exist, work in excess of 40 hours, which may includedays, nights, weekends, and holidays.Knowledge of:Federal and State child protection laws; normal child development stages; potential effects ofcultural differences on parenting; impacts of substance abuse, mental health, domestic violence, and poverty on families; roles andresponsibilities of courts, law enforcement, hospitals, schools, mental health agencies, and other entities that serve children and families; physical and behavioral indicators of abuse, andneglect; conflict resolution techniques; statewide communityresources; 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 sensitivedecisions independently and with accuracy; Using technology with high proficiency; Typing at least 45words per minute; Critical thinking and reasoning;Adapting interview techniques based on the caller's needs; Responding calmly and effectively duringhigh 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 conflictingpriorities under time constraints and high workloads; recognize indicators of abuse, and neglect; communicate effectively; perform phone interviewswhile 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 ofjudgment or bias.Bachelor's or Master's Degree from an accredited college or university; one year of social serviceor behavioral health experienceMust be okay with any of these shifts belowShifts 1). Thursday to Monday12:30pm to 9pm1:00pm to 9:30pmRequired SkillsSkill TypeSkill NameCall center/ paralegal/ social services experienceBachelor's or master's DegreeTyping at least 45 words per minuteMicrosoft Office Suite - Outlook, Word, PowerPoint, and Teams and call center applicationsPreferred SkillsSkill TypeSkill NameFederal and State child protection laws; normal child development stages; potential effects of cultural differences on parentingMaking crucial time sensitive decisions independently and with accuracyBy applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at .