Job Description

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)

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