Protective Services Hotline Specialist; W5280

Title: Protective Services Hotline Specialist, (W5280)

State Role

Title:

Prog Admin Specialist II

Hiring Range: $57,733 - $66,500/yr.

Pay Band: 5

Agency: Department of Social Services

Location: DSS HOME OFFICE

Agency Website: (Use the "Apply for this Job" box below)..gov

Recruitment Type: General Public - G

At the Virginia Department of Social Services, we put people at the center of everything we do. We believe that every Virginian can live a life of dignity and that all voices, ideas and experiences contribute greatly to our pursuit of excellence. We design and deliver high-quality human services that help Virginians achieve safety, independence and overall well‑being. We are a $2 billion agency – one of the largest in the Commonwealth of Virginia – partnering with 120 local departments of social services and 31 community action agencies, along with faith‑based and non‑profit organizations, to promote the well‑being of children, adults, and families statewide.

In addition to a rewarding work experience, VDSS offers excellent health and life insurance benefits, pre‑tax spending accounts, state funded Short and Long Term Disability, paid holidays, vacation, tuition assistance, free wellness programs, and a state retirement plan with options for tax‑deferred retirement savings including employer matching – Employee Benefits.

The Virginia Department of Social Services, Division of Family Services is currently seeking a Protective Services Hotline Specialist. This position is responsible for serving as a State Hotline Specialist on the toll‑free State Abuse and Neglect Hotline that operates 24 hours a day, 7 days per week, 365 days per year and will provide direct support to receive and process reports of child and adult abuse/neglect.

The Hotline Specialist conducts a comprehensive interview with callers by asking designated interview questions and obtaining pertinent information in order to document the information in detailed narratives for all allegations of child and adult protective services complaints and then transmits allegations to the appropriate jurisdiction for determination of the appropriate response time and/or to notify law enforcement immediately.

This position is for shift time of 3:00pm‑11:30pm, but may be required to be available to work varying shifts depending on call volume and the needs of the State Hotline. This includes holidays, days, nights, overnights, and weekend coverage.

• Working knowledge of and experience with the principles and practices of Child/Adult Welfare services.

• Availability to work a shift time of 3:00pm‑11:30pm, but may be required to be available to work varying shifts depending on call volume and the needs of the State Hotline. This includes holidays, days, nights, overnights, and weekend coverage.

• Knowledge of effective interpersonal and conflict resolutions.

• Demonstrated ability to receive auditory and visual information pertaining to allegations of child and adult abuse/neglect.
• Implement and apply applicable local, state and federal laws and regulations to ensure referrals are complete and in compliance with the State Hotline Policies and Procedures.

• Take received information and accurately convey it orally and in writing.
• Work varying shifts depending on call volume and needs of the State Hotline.
• Work holidays, days, nights, overnights, and weekend coverage.
• Collaborate with internal and external partners to ensure the timeliness of each referral.
• Apply outstanding customer service and a high level of professionalism with internal and external partners.
• Adhere to agency and hotline protocols and policies.
• Effectively and professionally communicate orally and in writing.
• Work independently in a fast‑paced, multi‑faced, virtual environment.

• Comprehensive knowledge of Child Protective and Adult Protective services.
• Experience inputting referrals into OASIS and/or Peer Place.
• Experience utilizing the Mandated Reporter Portal.

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your…