Crisis Response Intake Specialist
2 weeks ago
Job Overview
The Child Welfare Intake Coordinator serves as a vital link in the Child Abuse Hotline series, operating within a dynamic, crisis-oriented call center environment. This role is pivotal in conducting thorough investigatory intakes of reported child abuse and neglect cases, ensuring immediate assessment of child safety and risk factors.
Key Responsibilities
- Receive and evaluate referrals concerning alleged child abuse and neglect from diverse sources, including the general public and community partners such as law enforcement and healthcare professionals.
- Conduct detailed phone interviews to assess child safety and risk, utilizing effective questioning techniques to gather necessary information and document findings in an initial intake report.
- Employ active listening skills to communicate effectively with callers, maintaining a customer-focused approach even in high-stress situations.
- Ensure accurate data entry into the electronic intake database, conducting thorough searches for prior involvement with the child or family.
- Manage multiple referral sources, including online and offline submissions, while maintaining a high level of organization.
- Stay informed about the child abuse reporting process, providing accurate information and guidance to callers.
- Utilize screening tools to evaluate child safety and make informed decisions regarding case assignments.
- Notify on-call local field staff of high-priority referrals requiring immediate attention.
- Assist in training new Intake Associates and provide support as needed.
- Complete mandatory training programs and participate in designated overtime shifts to ensure 24/7 coverage of the hotline.
Qualifications
Applicants must possess a bachelor's degree in Social Work, Criminal Justice, Sociology, Psychology, or a related field, along with relevant experience in child welfare services. Alternatively, a master's degree in a related field is acceptable.
Competencies
- Ability to thrive in high-pressure environments while demonstrating empathy and cultural sensitivity.
- Strong problem-solving and communication skills.
- Knowledge of relevant laws and government procedures.
- Critical thinking and effective time management abilities.
Tools & Equipment
- Computers and accessories
- Headsets for communication
- General office equipment
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