Human Services After-Hours Call Center Call Screener

2 weeks ago

Hillsborough, United States The Home for Little Wanderers Full time
Description

Are you passionate about the safety of New Hampshire's youth? Are you detail-oriented, professional, and empathetic? Does the idea of working remotely appeal to you? If so, join our team of caring professionals in keeping New Hampshire's youth and families safe.

The part-time position is remote with the following schedule:

  • Weekend shifts (Saturday and Sunday) 8:00 AM to 4:00 PM or 4:00 PM to midnight with a possible option of overnights (midnight to 7:00 AM for weekday shifts and midnight to 8:00 AM for weekend shifts).

If hired, training with daytime NH DCYF Intake staff is required for a minimum of 10 business days or the equivalent of 80 hours. Training must be completed on weekdays (Monday - Friday) between the hours of 7:00 AM and 6:30 PM. Training must be contiguous enough to maintain retention of previous training topics covered and does not need to be completed in 10 days back-to-back.

All work including the 10 days of training with NH DCYF daytime staff is fully remote and a laptop and phone will be provided by the employer, The Home for Little Wanderers.

How You'll be Making a Difference

Reporting to the Shift Supervisor, the After-Hours Call Screener receives, documents and screens reports of child abuse and neglect in accordance with NH DCYF policy and procedure. The Call Screener works closely with the Shift Supervisor to determine if an immediate response by NH DCYF on-call staff is necessary.

  • Successfully complete all training requirements including at least 80 hours of training with NH DCYF intake staff and additional training with after-hours intake staff (all completely remotely).
  • Enter assigned calls, faxes, and emails into NH DCYF's database.
  • Demonstrate proficiency in navigating NH DCYF's database and all other systems utilized by the call center.
  • Demonstrate attention to detail and the ability to accurately record information presented over the phone or sent electronically.
  • Demonstrate sounds decision-making ability to maintain the immediate safety of children and their families.
  • Demonstrate composure in handling escalated callers and exposure to concerns of severe child abuse and/or neglect.

Qualifications

  • Bachelor's degree with at least 12 courses or 36 credit hours in social work, criminal justice, psychology, sociology, behavioral science, human services, or related field. Each additional year of formal education may be substituted for one year of required work experience.
  • Associates degree in a human services related field with two (2) years of experience in human services at/above a paraprofessional or technician level.
  • Must have Microsoft Outlook/computer proficiency.
  • Customer service driven telephone presence.
  • Structured interview measuring possession of knowledge, skills and abilities identified as necessary for satisfactory performance.
  • Must provide at least three (3) references with acceptable reference checks. If previously employed by DCYF, at least one reference must be DCYF specific.
  • Must successfully complete the training requirements deemed necessary by program regulators, including DCYF practice and policy regarding screening and ongoing training requirements.
  • Must submit to and meet regulatory requirements through regular NH criminal background checks, and Department of Children, Youth and Family (DCYF) Central Registry checks.
  • The ability to work remotely in a quiet and confidential working space is required.

If you are committed to making a difference and meet the qualifications listed above, we encourage you to apply to become part of our team on a mission to protect and support New Hampshire's youth and their families.

Valuing Diversity

We are committed to excellence in diversity, equity, and inclusion, while simultaneously creating a culture that supports those values. We believe the differences we bring enhance our ability to provide exceptional service and care to diverse children, families, and communities. Moreover, diversity, equity, inclusion, and belonging align with our values and our mission to help vulnerable children and their families build permanent, positive change.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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