Case Services Coordinator – Hotline Team

El Paso County, Colorado, USA; Colorado Springs (CO); Hybrid; USD 43,000 - 47,000; Full time

Job summary

El Paso County Department of Human Services is seeking a Case Services Coordinator to handle child abuse/neglect hotline interactions, document call reports, and locate family background information. You will work within a goal-driven team and provide essential administrative support to caseworkers and management.

The role requires a high school diploma and at least six months of public contact experience in human services, with hybrid work options and background checks in place.

Qualifications

• Knowledge of casework practices, procedures, and guidelines.
• Ability to complete system/database training and maintain access to TRAILS or CAPS.
• Ability to communicate effectively with coworkers, clients, agencies, and courts; provide excellent customer service.
• Ability to plan, schedule, and organize; make prudent decisions and apply problem-solving skills.
• Ability to complete paperwork, reports, and documentation accurately and efficiently.
• Ability to work independently and use standard office equipment; proficient with Word and Excel.
• Maintain regular and punctual attendance.

Responsibilities

• Provide administrative and client-related services in support of the division.
• Receive, process, and research referrals from the hotline and after-hours system.
• Enter and retrieve case information from databases; perform records checks.
• Connect clients with community resources and coordinate appointments.
• Establish collateral contacts and make referrals to other agencies.
• Coordinate supervised visits and transportation for clients as needed.
• Attend court hearings, meetings, and trainings; perform other duties as required.

Skills

Casework practices

Communication

Customer service

Planning & organizing

Decision making

Conflict resolution

Documentation

Independent work

Microsoft Word

Microsoft Excel

Team collaboration

Education

High school diploma or equivalent

Tools

Trails/CAPS

Job description

VISION

El Paso County will be a trusted regional leader known for excellence in county service delivery.

PURPOSE

We provide essential public services to the Pikes Peak Region in support of our residents, businesses, and communities, enhancing the freedom for all to thrive.

VALUES

Service Focused

• Collaborative
• Accountable
• Trustworthy
• Transparent

Job Summary

Are you passionate about helping our most vulnerable population and families? Do you have excellent active listening skills, an eye for detail, the ability to work independently on a team? Then this role is for you! As a Case Services Coordinator on the Child Abuse and Neglect Hotline with El Paso County, you will take child abuse and neglect calls, apply excellent customer service skills that involves engaging and establishing a rapport with reporters, utilizing a call template, applying de‑separation skills as needed and be the initial contact representative for our agency with callers in the community. In this role, you will have the opportunity to write professional call reports, conduct research to locate family and their background information. This role will require a flexible person who has a positive attitude, motivation, hard work ethic, initiative, the ability to positively interact in a team environment and is willing to help their teammates. In this position, you will be a part of a goal driven dynamic team committed to providing excellent customer service. We are looking forward to having you join us!

Hiring Range

$42,800.00 - $46,800.00 annually

Anticipated Hiring Rate

$44,980.00 annually

Anticipated Work Schedule

This position has an anticipated work schedule of Monday – Friday from 8:00 AM – 5:00 PM, with flexibility needed; subject to change. Hybrid schedule may be available upon successful completion of the initial evaluation period; subject to change.

Due to the sensitive nature of this role, additional background checks may be required, including a Government Program Fraud check, Child Welfare Abuse & Neglect database (TRAILS) check, and Child Welfare Caseworker Falsification check.

Please be advised this position may close without advance notice, should we receive a sufficient number of qualified applications.

This position provides administrative and staff related support to assist with the coordination and facilitation of services to clients and families of the El Paso County Department of Human Services (DHS). May be assigned to the Children, Youth, & Family Services or Adult & Family Services Division. Employment is subject to the terms, conditions, and policies detailed in the Personnel Policies Manual (PPM). This position requires regular in-person presence as an essential job function. This position may be subject to grant funding.

Essential Duties/Responsibilities

• Provides support to caseworkers, supervisors, and managers; provides administrative and client-related services in support of the division.
• Answers the DHS applicable abuse or at‑risk intake hotline; receives, processes, and researches referrals from the hotline and from the night and weekend after hours system.
• Receives and processes referrals from court‑ordered investigations, walk‑in clients, and correspondence.
• Enters, updates, and retrieves case information from various computerized databases. Performs complete records checks on all referrals and locates all previous referrals and service cases.
• Connects clients with community resources, coordinates appointments and meetings with community professionals, and assists clients in developing and implementing support systems.
• Establishes collateral contacts with informants for additional information; makes referrals to law enforcement and to social services departments in other counties and states; conducts necessary research.
• Coordinates, oversees, and documents supervised visits with children and family members as assigned, ensuring appropriate interaction as assigned.
• Arranges and provides transportation for clients to appointments, therapy, school, court hearings, etc., and assists with the purchase and delivery of necessary items as needed.
• Attends and testifies in DHS case court hearings based on intervention with clients as needed.
• Participates in meetings and staffing; prepares materials for meetings and documents information.
• Attends training and workshops as directed.
• Performs other duties as required.

Supervision Exercised

This classification does not have supervisory authority and requires no supervision or direction of others.

Supervision Received

Receives intermittent supervision. This classification normally performs the job by following established standard operating procedures and/or policies. Regular direction, guidance, and coaching from supervisor is expected. There is a choice of the appropriate procedure or policy to apply to duties. Performance reviewed periodically.

Qualifications

Knowledge, Skills & Abilities

• Working knowledge of casework practices, procedures, and guidelines.
• Ability to successfully complete applicable system/database training and maintain system access, such as TRAILS or CAPS.
• Ability to communicate and work effectively with co‑workers, clients, other agencies, the public, and the courts. Ability to provide excellent customer service.
• Ability to efficiently plan, schedule, and organize.
• Ability to assess situations and make prudent and appropriate decisions; ability to apply conflict resolution and problem‑solving skills.
• Ability to accurately and efficiently complete the necessary paperwork, reports, and documentation.
• Ability to work independently as appropriate.
• Ability to use standard office equipment to include computer, fax machine, copier, and telephone. Proficiency with software applications such as Microsoft Office, including Word and Excel.
• Maintain regular and punctual attendance.

Required Education & Experience

• High school diploma or equivalent education.
• Six months of public contact experience in human services or a related field.
• Substitution for public contact experience may include successful completion of a certificate program and/or college course equivalent to public contact in human services or a related field.

Licenses/Certificates

• Must possess and maintain a valid driver's license and proof of automobile insurance as stated within El Paso County’s Personnel Policies Manual.
• Must obtain and maintain necessary certifications/licenses as applicable to position.

Pre-Employment Requirements

• Must pass conditional post‑offer background investigation to include fingerprinting, motor vehicle record check, and drug screen.

Work Conditions

Duties are performed in an office environment, clients’ homes, schools, jails, court, etc. This position may require occasional lifting, such as files, supplies, children, and car seats. May be exposed to hostile family situations and individuals; may be exposed to unsanitary and hazardous conditions. Hybrid remote work environment dependent upon Department discretion and business needs. Reliable transportation is required as you will be utilizing your own registered and insured personal vehicle to transport clients as needed; mileage reimbursement is available upon request. This position may require evening and weekend hours. Local and non-local travel may be required.

The classification specification above is intended to describe the general nature of work, key responsibilities, and minimum qualifications. Minimum qualifications reflect the baseline experience required for the classification. Departments may establish additional or preferred qualifications to address operational needs, assignment complexity, and specialized functions, provided such qualifications are job‑related, consistent with the intent of the classification, and as approved by the Human Resources department. Specific job assignments, duties, education, experience, licenses/certifications, and working conditions may vary based on the department or office’s needs and the requirements of the assigned position. Changes to this classification specification may only be made by the Human Resources Department.

El Paso County is an E-Verify and Equal Opportunity Employer.

El Paso County adheres to Federal drug screening guidelines and requires a pre‑employment drug screen.