Human Services After-Hours Call Center Call Screener (Part-Time Weekends)

About the position

The After-Hours Call Screener is a part-time remote position focused on ensuring the safety of New Hampshire’s youth by receiving, documenting, and screening reports of child abuse and neglect. This role requires attention to detail, professionalism, and empathy, as the Call Screener works closely with the Shift Supervisor to determine the necessity of immediate responses by NH DCYF on-call staff. The position involves training with NH DCYF Intake staff and requires proficiency in navigating databases and handling sensitive information.

Responsibilities
• Receive, document, and screen reports of child abuse and neglect according to NH DCYF policy and procedure.
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• Work closely with the Shift Supervisor to assess the need for immediate responses by NH DCYF on-call staff.
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• Enter assigned calls, faxes, and emails into NH DCYF’s database.
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• Demonstrate proficiency in navigating NH DCYF’s database and other systems utilized by the call center.
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• Maintain attention to detail and accurately record information presented over the phone or electronically.
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• Demonstrate sound decision-making ability to ensure the immediate safety of children and families.
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• Handle escalated callers and manage exposure to severe child abuse and neglect concerns.

Requirements
• Bachelor’s degree with at least 12 courses or 36 credit hours in social work, criminal justice, psychology, sociology, behavioral science, human services, or a related field.
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• Associates degree in a human services related field with two years of experience in human services at or above a paraprofessional or technician level.
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• Proficiency in Microsoft Outlook and general computer skills.
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• Customer service-driven telephone presence.
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• Ability to provide at least three references with acceptable reference checks.
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• Successful completion of training requirements as deemed necessary by program regulators.

Nice-to-haves
• Experience in a call center environment.
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• Knowledge of child welfare policies and procedures.

Benefits
• Remote work opportunity.
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• Training provided by NH DCYF Intake staff.