Job Description – Call Center Agent (DCS Specialist – Intake)
Location: Phoenix, AZ (On-site)
Duration: Contract (03/16/2026 – 06/30/2026)
Shift: Multiple shifts (Afternoon/Evening; includes weekends)
Hours: 40 hours/week (overtime possible)
Position Overview
The Call Center Agent (DCS Specialist – Intake) is responsible for handling sensitive and complex calls related to child abuse and neglect reports. This role involves conducting detailed interviews, evaluating information against statutory criteria, and documenting cases accurately while maintaining professionalism and empathy.
Key Responsibilities
- Receive and process incoming calls related to alleged child abuse and neglect
- Conduct comprehensive phone interviews and gather critical information
- Assess whether cases meet criteria for investigation
- Prepare clear, detailed, and accurate case narratives
- Perform high-volume data entry and documentation
- Respond to the public in a professional, unbiased, and empathetic manner
- Handle cross-reporting to law enforcement and other agencies as required
- Manage non-abuse inquiries and correspondence related to children in custody
- Use internal systems and call center tools efficiently
- Meet productivity standards and complete all assigned work daily
Required Qualifications
- Bachelor’s or Master’s Degree (required)
- Minimum 1 year of experience in:
- Call center OR
- Social services OR
- Behavioral health OR
- Paralegal field
- Typing speed of at least 45 WPM
- Proficiency in Microsoft Office (Outlook, Word, PowerPoint, Teams)
Required Skills
- Strong active listening and communication skills
- Ability to make quick, accurate decisions under pressure
- High attention to detail and documentation accuracy
- Strong critical thinking and problem-solving skills
- Ability to handle emotionally sensitive and high-stress situations
- Multitasking: talking on calls while entering data
Preferred Knowledge
- Federal and State child protection laws
- Child development and family dynamics
- Impact of:
- Substance abuse
- Mental health
- Domestic violence
- Poverty on families
- Familiarity with social service systems and community resources
Work Environment
- On-site, fast-paced call center environment
- Exposure to emotionally difficult situations
- Must adhere to strict schedules (shift, breaks, and deadlines)
- May require working evenings, weekends, and holidays
Key Competencies
- Emotional resilience and professionalism
- Cultural sensitivity and empathy
- Conflict resolution and de-escalation
- Strong organizational and time-management skills
Additional Requirements
- Must be local to Phoenix, AZ
- Available for in-person interview within 1 week
- Able to start within 2 weeks of offer
- Must pass background check and drug screening (HireRight)
