Intake Specialist

Prowers County; Lamar, Northern (CO, KY); Hybrid; USD 32,000 - 42,000; Full time

Benefits offered by this job

Full benefits package

Medical/Dental/Vision

401(a) with employer match

Paid time off

Job summary

Prowers County is seeking Intake Specialists in Lamar, CO, to handle calls concerning child abuse/neglect and adult protection. You will determine caller needs, gather detailed information, and direct or transfer calls to the appropriate county while documenting thorough reports.

Responsibilities include telephone interviews, using state reporting systems, and maintaining high-quality documentation. A 4/10 schedule and 24/7 coverage are required.

Qualifications

• High School Diploma or equivalent.
• Must be able to type accurately and quickly.
• Must hear and understand telephone communications.
• Must navigate through and use complex computer systems.

Responsibilities

• Process calls to direct to the appropriate county agencies.
• Conduct phone interviews and document referrals per state requirements.
• Handle a high volume of calls while maintaining report quality.
• Maintain professional conduct when interacting with callers and partners.
• Shift work required: 24/7 availability with 4/10 schedule.

Skills

Typing speed

Phone communication

Data entry

Education

High School Diploma or equivalent

Job description

Location: 1001 S. Main Street. Lamar, CO. 81052

Department: Hotline County Connection Center (H3C)

Hours: Full-Time, 4 - 10 hour shifts

Job Description:

Summary:

Intake Specialists answer calls from callers around the state and country concerning child abuse/neglect and adult protection concerns. Intake Specialists must determine the specific need of each caller, obtain detailed information from the caller and direct or transfer the caller to the appropriate county. Many calls require the Intake Specialist to interview the caller through a detailed set of questions known as Enhanced Screening both on a format and common sense follow up questions. Intake Specialists must document detailed information from callers, organize that information into a concise and accurate report and submit that report to the appropriate county or organization.

Intake Specialists must be able to effectively communicate through phone systems, accurately document detailed information as they are receiving it, and enter and submit that information in Department of Human Services reporting systems. Intake Specialists must also complete any other necessary duties as assigned to ensure contract compliance.

ESSENTIAL FUNCTIONS:

Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties performed by incumbents of this class; employees may be assigned duties which are not listed below; reasonable accommodations will be made as required. The job description does not constitute an employment agreement and is subject to change at any time by the employer. Essential duties and responsibilities may include, but are not limited to, the following:

• Process phone calls to assure that they are directed to the appropriate county child/adult protective services agency;
• Conduct phone interviews and document referrals of suspected child and adult abuse and neglect while meeting Colorado Code of Regulations Staff Manuals Volume 7 and Volume 30 requirements; referrals are also processed which have been submitted via email and fax;
• Managing a high volume of calls while also documenting high quality reports;
• Handling difficult phone calls related to intense situations such as physical or sexual abuse of children or at risk adults and interviewing escalated callers;
• Understanding the different databases and applications utilized by the Hotline County Connection Center and child/adult protective services in Colorado;
• Conducting one’s self in a professional manner when interacting with community members, mandatory reporters or professional agencies;
• Flexibility and the ability to do shift work – 24 hours a day, 7 days a week; 4/10 work schedule.
• Cooperate and work effectively with team members.

Education and Qualifications:

• High School Diploma or equivalent
• The ability to type using a keyboard accurately and quickly
• Hear and understand communication over the phone
• Navigate through and use complicated computer systems

Requirements in the Workplace:

• Must have and maintain a valid Colorado driver’s license with acceptable driving history
• Must be 18 years of age or older
• Must sign department confidentiality agreement on an annual basis
• Basic knowledge of computer systems and software
• May share office space with other employees
• Subject to random drug/alcohol testing per county policy

PRE-EMPLOYMENT ASSESSMENTS:

• Structured interview
• Drug and alcohol testing
• Must pass a background

BENEFITS:

Full time employees will receive a full benefit package as provided by the Prowers County Board of Commissioners.Includes comprehensive benefits package, including Medical, Dental, and Vision Benefits, Flexible Spending/Health Savings Account, 401(a) with employer’s match, 457(b) Deferred Compensation, paid time off including vacation, sick and holidays.

EQUAL OPPORTUNITY:

Prowers County is an Equal Opportunity Employer. All persons receiving compensation from Prowers County through payroll are considered employees of Prowers County and are expected to adhere to Prowers County’s Employment Policies.