ABUSE COUNSELOR - 60071512

Florida; Orlando (FL); On-site; USD 33,000 - 41,000; Full time

Job summary

Florida Department of Children and Families seeks an Abuse Counselor to assess allegations of abuse or neglect via telephone, perform risk assessments, and determine investigations or referrals. The role includes case assignment, reporting, and collaboration with multiple agencies.

Responsibilities cover entering reports, providing referrals, and maintaining professional communication across teams, with a schedule Monday–Friday and shift times 7am–10am.

Qualifications

• Minimum required education and/or experience as described in the posting.
• Ability to communicate clearly both orally and in writing.
• Ability to attend training courses that may occur during day, weekend, or evening hours.

Responsibilities

• Conduct thorough assessments via telephone and analyze information to assess for indicators of abuse or neglect.
• Research information systems to determine prior history for safety and risk assessment.
• Enter reports in the appropriate information system.
• Assign cases to county units for investigation.
• Receive and refer complaints against vendors, facilities, or department employees.
• Provide supportive assistance and referral services for persons in need.
• Maintain professional respect with staff and other professionals across sectors.

Skills

Operate Under Stress

Crisis De-escalation

Active Listening & Interviewing

Documentation

Multi-Tasking

Professional Communication

Tech Proficiency

Flexibility

Education

High school diploma or GED

Associate degree or 60+ credit hours

Bachelor's degree

Job description

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The State Personnel System is an E-Verify employer. For more information click on our E-Verify Website .

Requisition No:884914

Agency: Children and Families

Working Title: ABUSE COUNSELOR - 60071512

Position Number:60071512

Salary: $37,000.08 annually / $1,423.08 bi-weekly

Orlando, Ocala, Lakeland, Palm Bay and Rockledge, Florida

Open Competitive

Monday – Friday

(Shift start times between 7am – 10am)

This is not a telework position.

This posting will be used to fill position vacancies in Career Service.

Current employees will be compensated in accordance with the DCF salary policy.

How you will make an impact:

This is professional work protecting children and vulnerable adults as a Team Member at the Florida Abuse Hotline. The employee(s) allocated to this class, assess allegations of abuse, neglect or abandonment of children, and abuse, neglect, or exploitation of vulnerable adults. The employee(s) will determine if the information meets statutory criteria for an investigation or referral to an appropriate agency.

What you will do:

• Conduct thorough assessments via telephone and analyze information received electronically to assess for indicators of abuse, neglect, or abandonment of children and for indicators of abuse, neglect, or exploitation of vulnerable adults.
• Research appropriate information systems to determine prior history to assist in the safety and risk assessment of alleged victim(s).
• Enter reports in the appropriate information system.
• Assign cases to appropriate Department of Children and Families County units for investigation.
• Receive and refer, as appropriate, complaints against vendors, related licensed facilities, and department employees that may include human rights violations, inappropriate treatment, and inadequate services.
• Provide supportive assistance and referral services for persons in need.
• Maintain professional respect with field investigative staff, supervisors, and other adult and child protective service professionals in both public and private sectors.
• Performs other related work as required.

Qualifications:

• A high school diploma or GED equivalent and four years of law enforcement experience or active military service (honorably discharged or status that current service reflects serving honorably);OR
• An associate degree or 60+ credit hours from an accredited college or university and two years of professional work experience (see examples below) or two years of law enforcementexperience or active military service (honorably discharged or status that current service reflects serving honorably);

Examples of professional work experience could be, although not limited to :

Intake Specialist

Case Management

Contact Center Experience (Inbound Calls, Complaint Resolution)

Guardian Ad Litem or similar child advocate role

Family Support Worker

Group Home Worker

Teacher/Teacher’s Assistant/Aide

Therapeutic Assistant

Family Intervention Specialist

Home Health Aide/CNA

Healthcare Practitioner (LPN, RN) or similar profession

Nursing Facility Assistant

Paramedic/EMT

Law Enforcement Dispatcher/Communications Officer

Security/Safety Officer

Emergency Management Deputy/Director or similar position

Investigator (sworn/non-sworn) for a government entity

Other welfare, education, first responder, emergency management or medical professional jobs that occur in high-paced, high-stress environments that require critical decision-making to occur.

OR

• A bachelor’s degree from an accredited college or university.

An official letter from the college/university registrar or unofficial transcriptions with anticipated graduation dates and creditsearned must be provided for all diploma/degree requirements.

Proof of conferred degree such as official transcripts or copy of diploma/degree must be provided within 30 days of hire as a condition of employment

• Demonstrated ability to communicate clearly and accurately, both orally and in written form.
• Ability to attend an approximate 4 – 9-week training course that could be scheduled during day, weekend, and evening hours. Training schedules may vary from actual working schedules based on business needs.

Knowledge, Skills, and Abilities:

• Operate Under Stress: Make high-stakes decisions in chaotic environments.
• Stay Compassionate, Not Consumed: Keep your empathy and care for others. Don’t let other people’s pain or emotions take over your well-being.
• Work Independently & Within Systems: Self-motivated but also adherent to policy and chain of command.
• Recognize Patterns of Risk: Spot indicators of abuse or neglect through subtle behavioral cues
• Prioritize and Escalate: Quickly determine when intervention or immediate action is needed.
• Handle Sensitive Conversations: Talk respectfully with distressed adults, children, or professionals.
• Crisis De-escalation: Managing callers in emotional or volatile states.
• Active Listening & Interviewing: Extracting relevant information without leading or pressuring.
• Critical Thinking: Rapid synthesis of limited information to assess safety or urgency.
• Documentation: Accurately and neutrally recording facts in high-pressure situations while maintaining strict confidentiality in both written and verbal communications.
• Multi-Tasking: Handling case notes, systems, and calls simultaneously.
• Professional Communication: Clear, calm, and empathetic tone across varied populations.
• Technological proficiency: Ability to utilize personal computer systems and associated applications, as well as learning how to navigate and utilize new systems when necessary.
• Flexibility & Availability: Ability to work a schedule that includes evening, night, and weekend hours. Ability to report to work during natural disasters as essential personnel.

Candidate Profile (application) must be completed in its entirety.

• Include supervisor names and phone numbers for all periods of employment.
• Account for and explain any gaps in employment so that the hiring process is not delayed.
• Experience, education, training, knowledge, skills and/or abilities as well as responses to pre-qualifying questions must be verifiable to meet the minimum qualifications.
• It is unacceptable to use the statement “See Resume” in place of entering work history.
• If you experience problems applying online, please call the People First Service Center at [phone].

Additional Information/Requirements

• This position may require evening, night, and weekend hours. It has also been designated as an essential position. Incumbents are expected to work during emergency situations or natural disasters and may be required to work before, during and beyond normal work hours/days.
• If you are a retiree of the Florida Retirement System (FRS), please check with the FRS on how your current benefits will be affected if you are re-employed with the State of Florida. Your current retirement benefits may be suspended or voided, and you will be required to repay all benefits received depending upon the date of your retirement.
• The position will perform all job tasks in accordance with laws, rules, regulations, policies, and requirements applicable to state and federal laws or procedures.
• We hire only U.S. citizens and lawfully authorized alien workers.
• Participation in the State of Florida Direct Deposit Program is required as a condition of employmentper F.S. 110.113, and enrollment must be completed within the first 30 calendar days of your appointment.

Benefits of Working for the State of Florida:

Working for the State of Florida is more than a paycheck. The State’s total compensation package for employees features a highly competitive set of employee benefits.

With 12,000 employees across the state DCF promotes opportunities and training for all. Our jobs are among the most challenging, complex, and difficult in State government. They are also among the most rewarding. All employees are encouraged to take advantage of available Department opportunities for advancement and professional development.

Where you will work:

Florida is the only state that borders both the Atlantic Ocean and the Gulf of Mexico. In other words, no matter where you land in Florida, you’re never more than 60 miles from a body of saltwater. And if the beach isn’t your scene, there are 175 state parks to explore! Meanwhile, Floridians hail from a wide range of backgrounds, cultures, ethnicities, and walks of life, making it an incredibly diverse melting pot that many residents and visitors to Florida love. The Sunshine State is a great place to live and work – Come join our team!

About Department of Children and Families:

Mission: The mission of the Department of Children and Families is to work in partnership with local communities to protect the vulnerable, promote strong and economically self-sufficient families, and advance personal and family recovery and resiliency.

Vision: We are a highly skilled workforce committed to empowering people with complex and varied needs to achieve the best outcomes for themselves and their families. In collaboration with community stakeholders, we will deliver world class and continuously improving service focused on providing the people we serve with the level and quality that we would demand and expect for our own families.

Values: A workforce that operates with integrity maintains loyalty to a code of ethics that requires the courage to take responsibility for providing the highest quality of service to the vulnerable. We are a solutions-focused learning organization built on a foundation of transparency in action and accountability of results. Both within the organization and among our stakeholders, we thrive in a culture of respect for diversity of opinion that is nurtured through open communication. High performing and committed, we are unified in our goal of excellence in achieving quality outcomes for those we serve.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.

VETERANS’ PREFERENCE. Pursuant to Chapter 295, Florida Statutes,candidates eligible for Veterans’ Preference will receive preference in employment for Career Service vacancies and are encouraged to apply. Certain service members may be eligible to receive waivers for postsecondary educational requirements. Candidates claiming Veterans’ Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code. Veterans’ Preference documentation requirements are available by clicking here . All documentation is due by the close of the vacancy announcement.

Location: ORLANDO, FL, US, 32801 PALM BAY, FL, US, 32905 LAKELAND, FL, US, 33811 OCALA, FL, US, 34474 OCALA, FL, US, 33474 OCALA, FL, US, 34472 ORLANDO, FL, US, 32824 OCALA, FL, US, 34479 ORLANDO, FL, US, 32826 ROCKLEDGE, FL, US, 32955 ORLANDO, FL, US, 32835 ORLANDO, FL, US, 32818 ORLANDO, FL, US, 32833 PALM BAY, FL, US, 32907 ORLANDO, FL, US, 32807 ORLANDO, FL, US, 32808 ORLANDO, FL, US, 32822 OCALA, FL, US, 34470 ORLANDO, FL, US, 32804 ORLANDO, FL, US, 32803 LAKELAND, FL, US, 33808 LAKELAND, FL, US, 33801 LAKELAND, FL, US, 33803 OCALA, FL, US, 34475 OCALA, FL, US, 34482 ORLANDO, FL, US, 32831 OCALA, FL, US, 34471 OCALA, FL, US, 34478 ORLANDO, FL, US, 32806 ORLANDO, FL, US, 32814 ORLANDO, FL, US, 32812 OCALA, FL, US, 34473 ORLANDO, FL, US, 32821 ORLANDO, FL, US, 32809 ORLANDO, FL, US, 32825 ORLANDO, FL, US, 32827 ORLANDO, FL, US, 32810 ORLANDO, FL, US, 32819 LAKELAND, FL, US, 34761 OCALA, FL, US, 32674 LAKELAND, FL, US, 33805 PALM BAY, FL, US, 32909 ORLANDO, FL, US, 32805 ORLANDO, FL, US, 32811 LAKELAND, FL, US, 33809 LAKELAND, FL, US, 33815 LAKELAND, FL, US, 33813

For assistance, call the People First Service Center at [phone] Monday - Friday, 8:00 a.m. to 6:00 p.m., Eastern time. Pursuant to Florida Law, 110.211 F. S., the State of Florida is an EEO employer.