Job Description
Job Description
Call Center Agent
3 Months
Phoenix, AZ 85012 Onsite
Shifts 1). Thursday to Monday
12:30pm to 9pm
1:00pm to 9:30pm
The essential job functions for a Client Specialist – Intake require processing calls and written concerns of alleged child abuse and neglect which include, but are not limited to, the following:
• Screen concerns of alleged child abuse and neglect.
• Conduct comprehensive phone interviews, information gathering and research.
• Determine if concerns meet statutory criteria as a Client Report for investigation.
• Write qualitative narratives.
• Perform detailed data entry.
• Respond to the needs of the public in a professional manner free of judgment or bias.
• Utilize a laptop or desktop computer, the department's computer system, and call center applications.
• Adhere to scheduled shift, breaks and lunch times.
• Complete all data entry and finalization of work prior to leaving for the day
• Input non-abuse correspondence regarding children currently in the custody of Client, and other general inquires.
• Cross-report criminal offenses to law enforcement; Cross-report to other state or local agencies that have investigative or licensing authority when Client does not; Cross-report to other state, tribal or county child protection agencies when Client does not have statutory authority.
When business needs exist, work in excess of 40 hours, which may include days, nights, weekends, and holidays.
Knowledge of:
Federal and State child protection laws; normal child development stages; potential effects of cultural differences on parenting; impacts of substance abuse, mental health, domestic violence, and poverty on families; roles and responsibilities of courts, law enforcement, hospitals, schools, mental health agencies, and other entities that serve children and families; physical and behavioral indicators of abuse, and neglect; conflict resolution techniques; statewide community resources; Microsoft Office Suite - Outlook, Word, PowerPoint, and Teams and call center applications.
Skill in:
Active listening; Demonstrating sensitivity to others' needs, perspectives, experiences, and cultures; Making crucial time sensitive decisions independently and with accuracy; Using technology with high proficiency; Typing at least 45 words per minute; Critical thinking and reasoning; Adapting interview techniques based on the caller's needs; Responding calmly and effectively during high stress situations.
Ability to:
Work on-site in a busy call center environment handling emotionally stressful matters; understand Client policies, procedures, standards, and practices; manage conflicting priorities under time constraints and high workloads; recognize indicators of abuse, and neglect; communicate effectively; perform phone interviews while simultaneously inputting documentation into the department's management information system; be thorough, precise and accurate when completing work; Write clear, intelligible, and professional narratives; and respond to the needs of the public in a professional manner free of judgment or bias.
Bachelor's or Master's Degree from an accredited college or university; one year of social service or behavioral health experience
Company DescriptionFounded in 1990, Sunrise Systems is an award winning IT/Professional Staffing firm to Fortune 500 and State/Local Government Agencies.
Company Description
Founded in 1990, Sunrise Systems is an award winning IT/Professional Staffing firm to Fortune 500 and State/Local Government Agencies.