Call Center Representative

Job Description – Call Center Agent (DCS Specialist – Intake)Location: Phoenix, AZ (On-site)Duration: Contract (03/16/2026 – 06/30/2026)Shift: Multiple shifts (Afternoon/Evening; includes weekends)Hours: 40 hours/week (overtime possible)Position OverviewThe Call Center Agent (DCS Specialist – Intake) is responsible for handling sensitive and complex calls related to child abuse and neglect reports. This role involves conducting detailed interviews, evaluating information against statutory criteria, and documenting cases accurately while maintaining professionalism and empathy.Key ResponsibilitiesReceive and process incoming calls related to alleged child abuse and neglectConduct comprehensive phone interviews and gather critical informationAssess whether cases meet criteria for investigationPrepare clear, detailed, and accurate case narrativesPerform high-volume data entry and documentationRespond to the public in a professional, unbiased, and empathetic mannerHandle cross-reporting to law enforcement and other agencies as requiredManage non-abuse inquiries and correspondence related to children in custodyUse internal systems and call center tools efficientlyMeet productivity standards and complete all assigned work dailyRequired QualificationsBachelor’s or Master’s Degree (required)Minimum 1 year of experience in:Call center ORSocial services ORBehavioral health ORParalegal fieldTyping speed of at least 45 WPMProficiency in Microsoft Office (Outlook, Word, PowerPoint, Teams)Required SkillsStrong active listening and communication skillsAbility to make quick, accurate decisions under pressureHigh attention to detail and documentation accuracyStrong critical thinking and problem-solving skillsAbility to handle emotionally sensitive and high-stress situationsMultitasking: talking on calls while entering dataPreferred KnowledgeFederal and State child protection lawsChild development and family dynamicsImpact of:Substance abuseMental healthDomestic violencePoverty on familiesFamiliarity with social service systems and community resourcesWork EnvironmentOn-site, fast-paced call center environmentExposure to emotionally difficult situationsMust adhere to strict schedules (shift, breaks, and deadlines)May require working evenings, weekends, and holidaysKey CompetenciesEmotional resilience and professionalismCultural sensitivity and empathyConflict resolution and de-escalationStrong organizational and time-management skillsAdditional RequirementsMust be local to Phoenix, AZAvailable for in-person interview within 1 weekAble to start within 2 weeks of offerMust pass background check and drug screening (HireRight)