Childline Caseworker

Commonwealth of Pennsylvania; Pennsylvania; On-site; USD 48,000 - 58,000; Full time

Job summary

The Commonwealth of Pennsylvania's Office of Children, Youth and Families is seeking a dedicated ChildLine Caseworker to receive reports of suspected child abuse, guide decisions, and connect families with the right investigative agencies. You will handle sensitive information with discretion and support critical safeguarding decisions.

This full-time role, based in Harrisburg, requires 37.5 hours weekly with 24/7 hotline coverage, and may include telework up to two days per week.

Qualifications

• Bachelor’s degree or an equivalent combination of experience and training.
• Must meet PA residency requirements and be able to perform essential job functions.
• Conditional offer requires satisfactory criminal history clearances (PA State Police, PA Child Abuse history, FBI).

Responsibilities

• Inform callers of rights and confidentiality during referrals.
• Interview callers and determine the nature and key facts of each referral.
• Search the statewide system for past reports connected to the caller or referral.
• Apply Child Protective Services Law (CPSL) rules and policies to guide decisions.
• Analyze and refer reports to appropriate investigative agencies for action.
• Review investigation results for accuracy before final approval.

Skills

Caller Support

Referral Assessment

Database Review

Law Application

Report Processing

Outcome Review

Education

Bachelor's degree or equivalent

Job description

THE POSITION

Become a ChildLine Caseworker with the Office of Children, Youth and Families and support a mission that truly matters. This position allows you to assist reporters, gather facts, and help connect families with the right investigative agencies. You will handle sensitive information with professionalism and clarity while guiding serious decisions. This is a vital role for anyone seeking a meaningful career focused on protecting children and strengthening communities.

DESCRIPTION OF WORK

This position focuses on receiving reports of suspected child abuse or neglect and routing them to the correct investigative agencies. It requires careful communication, strong judgment, and consistent application of laws and policies.

• Caller Support: Inform callers of their rights and explain confidentiality during referrals
• Referral Assessment: Interview callers and determine the nature and key facts of each referral
• Database Review: Search the statewide system for past reports connected to the caller or referral
• Law Application: Apply Child Protective Services Law (CPSL) rules and policies to guide decisions on each report
• Report Processing: Analyze and refer reports to appropriate investigative agencies for action
• Outcome Review: Review investigation results for accuracy before final approval in the database

Interested in learning more? Additional details regarding this position can be found in the position description.

Work Schedule and Additional Information:

• Full-time employment, 37.5 hours per week
• Hotline coverage is ensured through shift work on a 24/7 basis. Shifts are determined based on seniority and are subject to change based on operational needs. The current available shifts being offered are as follows and can have varying break days that may be any two consecutive days within the seven-day period:
  • 12:00 AM to 8:00 AM
  • 12:00 PM to 8:00 PM
  • 3:00 PM to 11:00 PM
  • 5:00 PM to 1:00 AM
• You may have an opportunity to bid into these shifts as positions become available, based on seniority:
  • 7:00 AM to 3:00 PM
  • 8:00 AM to 4:00 PM
  • 9:00 AM to 5:00 PM
• Due to operational demands, there are opportunities for voluntary overtime. Any remaining overtime needs will result in mandated overtime. Mandated overtime can be scheduled any time outside of your regularly scheduled shift, including break days and holidays. Incumbents in this position should expect to work overtime on a weekly basis, averaging 10 hours per week.
• Training hours will mostly be 8:00 AM to 4:00 PM, but will consist of other shifts as needed. Training typically lasts three months.
• ChildLine is located at 2525 North 7th Street, Harrisburg, PA 17110. This is the only work location in the Commonwealth for this position.
• Telework: You may have the opportunity to work from home (telework) part-time up to 2 days per week. In order to telework, you must have a securely configured high-speed internet connection and work from an approved location inside Pennsylvania. If you are unable to telework, you will be required to report to the headquarters office in Harrisburg. Your work from home location must be within reasonable travel distance to headquarters, as you will be expected to travel to the office with or without advanced notice. The ability to telework is subject to change at any time. Additional details may be provided during the interview.
• Salary:Selected candidates who are new to employment with the Commonwealth of Pennsylvania will begin employment at the starting annual salary of $53,008.00 (before taxes).
• You will receive further communication regarding this position via email. Check your email, including spam/junk folders, for these notices.

QUALIFICATIONS

REQUIRED EXPERIENCE, TRAINING & ELIGIBILITY

Minimum Experience and Training Requirements:

• A bachelor’s degree; or
• An equivalent combination of experience and training.
• Applicants will be considered to have met the educational requirements once they are within 3 months of graduating with a qualifying degree.

Other Requirements:

• You must meet the PA residency requirement . For more information on ways to meet PA residency requirements, follow the link and click on Residency Guidelines.
• You must be able to perform essential job functions.

Legal Requirement:

• This position falls under the provisions of the Child Protective Services Law.
• Under the Law, a conditional offer of employment will require submission and approval of satisfactory criminal history reports including, but not limited to, PA State Police clearance, PA Child Abuse history clearance, and FBI Fingerprint clearance.

Veterans:

• Pennsylvania law (51 Pa. C.S. 7103) provides employment preference for qualified veterans for appointment to many state and local government jobs. To learn more about employment preferences for veterans, go to www.pa.gov/agencies/employment/how-to-apply.html and click on Veterans.

Telecommunications Relay Service (TRS):

• 711 (hearing and speech disabilities or other individuals).

EXAMINATION INFORMATION

• Completing the application, including all supplemental questions, serves as your exam for this position. No additional exam is required at a test center (also referred to as a written exam).
• Your score is based on the detailed information you provide on your application and in response to the supplemental questions.
• Your score is valid for this specific posting only.
• You must provide complete and accurate information or:
  • your score may be lower than deserved.
  • you may be disqualified.
• You may only apply/test once for this posting.
• Your results will be provided via email.

If you are contacted for an interview and need accommodations due to a disability, please discuss your request for accommodations with the interviewer in advance of your interview date.

The Commonwealth is an equal employment opportunity employer and is committed to a diverse workforce. The Commonwealth values inclusion as we seek to recruit, develop, and retain the most qualified people to serve the citizens of Pennsylvania. The Commonwealth does not discriminate on the basis of race, color, religious creed, ancestry, union membership, age, gender, sexual orientation, gender identity or expression, national origin, AIDS or HIV status, disability, or any other categories protected by applicable federal or state law. All diverse candidates are encouraged to apply.