Child and Family Service Specialist Trainee-Overnight Hotline

• CFS Hotline Specialists answer and receive all abuse and neglect hotline calls and reports coming in via mail, eFax, website, and email.

• Gathers necessary information from incoming callers using professional interviewing skills and knowledge to seek collateral information from others. Provide customer service to callers, collateral contacts and professionals, Law Enforcement and other stakeholders that hotline staff come in contact with on a daily basis.

• Using critical analysis, the hotline specialist will determine the urgency of the call and ensure proper LE and HHS response to immediate safety for children and vulnerable adults. Provides de-escalation and assessment over the phone and referrals to community agencies, resources or other information as needed.

• May be required to work non-traditional hours, shifts and holiday. Assesses and ensures child, youth and vulnerable adult safety, permanency and well-being while making reasonable efforts to solidify, preserve, strengthen and maintain family unity.

• Reviews all accessible information in NFOCUS and other data sources to assess the history and other risk factors involved with the abuse and neglect report. Analyzes all gathered information and apply the SDM Intake tool to make a screening and priority decision and determine any immediate safety action needed. Contacts law enforcement as needed. Distribute all intakes to proper law enforcement and the local DHHS office.

• Make all contacts needed for priority 1 intakes and ensure LE is informed of community crime and immediate safety issues. Provides technical assistance and support.

• Knowledge of the principles and practices of social work, psychology, sociology, counseling, human development, mental health, education, criminal justice, or related area of the applied social/behavioral sciences.

• Ability to learn the importance of commitment to individuals and families; learn the importance of families/individuals having normal life experiences that are consistent with age, gender, culture and community setting; learn the value and importance of families/individuals having the right and ability to make decisions; protect confidential information; communicate electronically, on paper or in person with customers, co-workers, supervisors and staff to exchange case information and assessments; listen to and understand communication.

• Work effectively with community service providers, law enforcement, the court and legal systems and vulnerable adults’ families and/or advocates; organize and maintain case records; learn and apply the principles and practices of direct case management including assessment, analyzing critical information.