Call Center Specialist - Child Abuse And Neglect Hotline

Overview

DEPARTMENT OF CHILD SAFETY. The Arizona Department of Child Safety (DCS) is a social and human services agency whose mission is to successfully partner with families, caregivers, and the community to strengthen families, ensure safety, and achieve permanency for all Arizona’s children through prevention, services, and support.

We’re Hiring! CALL CENTER SPECIALIST-CHILD ABUSE AND NEGLECT HOTLINE.

Location:

Downtown Phoenix.

Shift(s):
Tuesday to Saturday 12:45pm to 9:15pm;
Tuesday to Saturday 1:00pm to 9:30pm;
Tuesday to Saturday 3:00pm to 11:30pm (2nd shift differential).

Salary: $21.70/hourly (5% differential for 2nd shift or 10% differential for 3rd shift) with step increases after training and years of service.

Training:
State mandatory hands-on training, M-F 8:30-5pm regardless of shift hired for; includes classroom training, shadowing and mentoring. This hands-on training lasts approximately 6 weeks. After successful completion, the new hire will be informed when they can start their permanent shift.

Requisition Closing Date:
Applications reviewed daily, open until filled.

Make An Impact With DCS:
At the Arizona Department of Child Safety (DCS), we call ourselves "Compassioneers" because everything we do is done with a compassionate heart. We protect and support the safety, well-being, and future of vulnerable children and families across the state. DCS is a pillar of strength for our communities and the work we do daily to build a safer, more compassionate and more resilient Arizona.

Why DCS? Working for DCS is more than a job – it’s a mission-driven career that offers purpose, growth, and the opportunity to make a lasting difference. You’ll be part of a team that’s passionate about child welfare and committed to serving with integrity, compassion, and accountability. A career with DCS is an opportunity to give back to your community and help shape a brighter future for Arizona’s children and families.

If you’re passionate about working with children and families, becoming a Case Aide at DCS can be a life-changing experience. After four years of successful service, you’ll also be eligible for promotion to the DCS Specialist Trainee position ($21.70/hour).

As a Call Center Specialist for the Child Abuse and Neglect Hotline you’ll:

• 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 and perform detailed data entry and finalization of work prior to leaving for the day.
• 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.
• Input non-abuse correspondence regarding children currently in the custody of DCS, and other general inquiries.
• 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.

You may also be required to work outside of regular hours, including weekends, holidays, and overtime.

• Apply sound judgment to screen and assess reports of alleged child abuse and neglect.
• Conduct focused, trauma-informed phone interviews to gather critical information.
• Recognize indicators of abuse, neglect, and family risk factors.
• Document information clearly through precise data entry and professional narrative writing.
• Demonstrate strong active listening and critical-thinking skills in high-stress situations.

• Bachelor’s or master’s degree earned from an institution accredited by an agency recognized by the U.S. Department of Education.
• Ability to obtain and maintain a valid Department of Public Safety Level One Fingerprint Clearance Card.
• Work history, Central Registry and Public Record will be considered.

This position requires driving or the use of a vehicle as an essential function of the job to conduct State…