DCS INTAKE SUPERVISOR -10082024 - 62182

Job Information

LOCATION OF (2) POSITION(S) TO BE FILLED: DEPARTMENT OF CHILDREN'S SERVICES, CHILD AND FAMILY MANAGEMENT DIVISION, DAVIDSON COUNTY

The DCS-Child Abuse Hotline Intake Supervisor is the third level in the series and first supervisory classification in the Child Abuse Hotline series. A person in this classification is assigned to work in a crisis-oriented call center, assisting with managing a team of DCS-Child Abuse Hotline Intake Associates and DCS-Child Abuse Hotline Intake Specialists, and independently demonstrate skills to conduct an investigatory intake of alleged child abuse and neglect and to appropriately assess the situation to determine next steps in order to immediately address child safety and risk concerns. A person in this classification reports to a DCS-Child Abuse Hotline Intake Team Leader and serves as a supervisor to the DCS Child Abuse Hotline Intake Associates and DCS-Child Abuse Hotline Intake Specialists.

The Hotline does hire staff statewide in TN (must live in TN). The Hotline does have work from home capabilities. To qualify for working from home you must be able to provide your own internet service (not Wi-Fi) and have a private and confidential space remotely to conduct confident job-related tasks. The computer equipment will be provided. If you are unable to successfully work remotely at all, you will have to work in office at the Child Abuse Hotline located in Nashville, TN.

Qualifications

Education and Experience: Graduation from an accredited college or university with a bachelors degree in social work, Criminal Justice, Sociology, Psychology, or related field of study. Experience equivalent to two years of full-time professional work providing child welfare services including, but not limited to, one or a combination of the following: social, psychological, or correctional counseling or case management; volunteer services coordination for a children's service program; and/or juvenile classification coordination. Prior additional experience in call centers, crisis hotlines, or related area is preferred.

OR

Graduation from an accredited college or university with a master's degree in social work or a related behavioral science field with a child or family focus and experience equivalent to one year of full-time professional child welfare case work including, but not limited to, one or a combination of the following: social, psychological, or correctional counseling or case management; volunteer services coordination for a children's service program; and/or juvenile classification coordination.

NSQs: Applicants for this class must:

1. Successfully complete a Fingerprint Background Check.
2. Ability to work nights, evenings, weekends and/or holidays as needed.
3. Ability to work remotely or physical office location. To work remotely, must have access to a private and confidential workspace and access to hardwired internet services.
4. Ability to manually type 40 wpm or higher.

Overview

The DCS Intake Supervisor is the third level classification and the first level of leadership in the Child Abuse Hotline series. A person in this classification is assigned to work in a crisis-oriented call center and assists with managing a team of DCS Intake Associates and DCS Intake Specialists. This classification demonstrates skills to independently conduct an investigatory intake of alleged child abuse and neglect and appropriately assess the situation to determine next steps to immediately address child safety and risk concerns. A person in this classification reports to a DCS Intake Team Leader and serves as a supervisor to the DCS Intake Associates and DCS Child Intake Specialists.

Responsibilities

1. Assist DCS Intake Team Leader with managing a team of DCS Intake Associates and DCS Intake Specialists. Provide direct performance management and supervision DCS Associates and DCS Intake Specialists. Assist with administering employee corrective action regarding performance and/or conduct, which could include termination.
2. Evaluate employee performance via Quality Assurance Reviews, Monthly Performance Briefings, Interims, and Annual reviews. Assist with monitoring DCS Intake Associates and DCS Intake Specialists leave and attendance, policy and procedure adherence, and overall employee professional conduct.
3. Conduct conflict management resolution, mitigate imminent risks, handle complaints related to Intake Associate/Intake Specialist customer service or intake concerns. Respond to questions from DCS Intake Associates and DCS Intake Specialists and serve as subject matter expert and resource.
4. Facilitate the ongoing professional development and training of DCS Intake Associates and DCS Intake Specialists. Provide coaching opportunities on efficient and effective phone and intake techniques.
5. Review and makes screening decisions on initial intakes from DCS Intake Associates. Review and complete reconsidered referrals that require screening modifications. Screen Child Death and Preliminary Near-Death referrals and provide notification to the appropriate parties upon approval from Hotline Director.
6. Monitor Child Abuse Hotline phone system to ensure calls are being answered in a timely manner. Monitors the DCS electronic intake database and staff workloads to ensure intakes are processed and completed in a timely manner.
7. Perform NCIC criminal background checks via the Tennessee Information Enforcement System (TIES) for emergency removals of children by DCS.
8. Support Intake team by receiving referrals of alleged child abuse and neglect during times of high call and intake volume. Alert afterhours on call local field staff to high priority/emergency referrals.
9. Successfully complete and pass the Child Abuse Hotline Pre-Service training program, the Intake Supervisor training program, as well as any additional mandatory annual training courses for DCS and/or Child Abuse Hotline. Attend (and at times assist with conducting) any designated mandatory meetings. Accurately enter leave and attendance in Edison. Complete travel claims as needed.
10. Participate in designated mandatory overtime shifts that include monthly weekend shifts, holiday shifts, and on call shifts. This is to ensure appropriate staff coverage for the 24/7/365 Child Abuse Hotline.
11. Manage the daily hotline processes including but not limited to watching the queues; monitoring the call volume; assist with handling the death call process; monitor hold times; staff availability; etc. to identify opportunities for ensuring the call center hotline is operating per established policy, procedure and guidelines.

Competencies (KSA's)

1. Ability to work in a high stress situation and demonstrate deductive reasoning and be flexible.
2. Skilled in organization, problem solving, and written/verbal communications.
3. Knowledge of law and government, English language, and computer programs.
4. Ability to monitor processes, think critically and demonstrate reading comprehension skills.
5. Competency in time management, directing others, decision quality, and conflict management.

Tools & Equipment

1. Laptops/Computer Accessories (keyboard, mouse, monitor)
2. Headsets (for phone calls)
3. General office equipment