CALL CENTER SPECIALIST-CHILD ABUSE AND NEGLECT HOTLINE

Arizona Department of Child Safety; Phoenix (AZ); On-site; USD 25,000 - 35,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

ASRS retirement

Holidays & vacation

Paid parental leave

Education discounts

Wellness programs

Professional growth

Job summary

The Arizona Department of Child Safety (DCS) is hiring a Call Center Specialist for the Child Abuse and Neglect Hotline in Downtown Phoenix. You will screen concerns, conduct trauma-informed interviews, gather information, and coordinate cross-reports with law enforcement and partner agencies.

Training is provided, and background checks are part of the process. Shift options include 9:15pm-7:45am, with salary of $21.70/hour plus diffs for 2nd/3rd shifts; placement after training.

Qualifications

• Bachelor’s or master’s degree earned from an accredited institution (U.S. Education standards).
• Ability to obtain and maintain a valid DPS Level One Fingerprint Clearance Card.
• Work history, Central Registry and Public Record will be considered.

Responsibilities

• Screen concerns of alleged child abuse and neglect.
• Conduct focused, trauma-informed phone interviews to gather information.
• Determine if concerns meet statutory criteria for a DCS Report for investigation.
• Write narratives and perform data entry and case finalization.
• Respond to the public professionally, without judgment or bias.
• Operate department computer systems and call center applications.
• Input non-abuse correspondence regarding children in DCS custody.

Skills

Phone screening

Trauma-informed interviewing

Data entry accuracy

Cross-report coordination

Education

Bachelor’s or Master’s degree

Job description

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

https://dcs.az.gov/careers

Shift(s)

9:15pm-7:45am, Tuesday/Thursday-Saturday

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, which is M-F 8:30- 5pm regardless of shift hired for, includes: classroom training, shadowing and mentoring. This hands on training lasts approximately 6 weeks. Once hands on training is successfully completed 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 work diligently to protect and support the safety, well-being, and future of vulnerable children and families across the state. DCS is proud to be a pillar of strength for our communities, and the work we do each day to build a safer, more compassionate and more resilient Arizona.

Why DCS?

Working for DCS is more than a just 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).

What You’ll Do

• 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.

We’re Looking For Someone Who Can

• 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

What We Need From You (Required Qualifications)

• Bachelor’s or master’s degree must be earned from an institution accredited by an agency recognized by the U.S. Department of Education
• The 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 business, and the following requirements apply: Driver’s License Requirements.

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Knowledge Areas That Support Success

• Perform simultaneous interviewing and real-time documentation with accuracy
• Collaborate and coordinate cross-reports with law enforcement and partner agencies
• Maintain reliability and accountability through schedule adherence and workload completion
• Adapt interview techniques to meet diverse caller needs and cultural perspectives

The Perks

Join Us, And You’ll Enjoy

• Comprehensive medical, dental, and life insurance options
• A supportive retirement plan through the Arizona State Retirement System (ASRS)
• 10 paid holidays annually and generous vacation and sick leave
• Paid Parental Leave Program (must meet the criteria)
• Higher education discounts, wellness programs, and professional growth and development opportunities

For a complete list of benefits provided by The State of Arizona, please visit our benefits page.

If You Have the Skills, You Can Make a Lasting Impact.

Use your strengths to help children thrive and families find stability.

Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting 602-255-3141 or by email at [e-mail]. Requests should be made as early as possible to allow time to arrange the accommodation. Should you have any further questions regarding the interview process you can reach out to a member of our recruitment team at 602-255-2903 or by email at [e-mail]. The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer.