Call Center Agent

DCS Specialist – Intake

Position Summary

The DCS Specialist – Intake is responsible for receiving and processing reports of alleged child abuse and neglect through phone calls and written concerns. This role involves conducting detailed interviews, documenting information accurately, determining if concerns meet statutory criteria for investigation, and ensuring proper reporting and documentation within the department’s systems. The position operates in a fast-paced call center environment handling sensitive and emotionally complex situations.

Key Responsibilities

Intake & Assessment

• Screen and evaluate concerns of alleged child abuse and neglect.

• Conduct detailed phone interviews to gather and research relevant information.

• Determine whether concerns meet statutory criteria for a DCS investigation.

Documentation & Data Entry

• Write clear and detailed narratives documenting reported concerns.

• Perform accurate and timely data entry into the department’s systems.

• Complete all documentation and case finalization before the end of each shift.

Reporting & Coordination

• Cross-report criminal offenses to law enforcement when required.

• Coordinate reports with other state, tribal, or county child protection agencies when necessary.

• Cross-report concerns to agencies with licensing or investigative authority when DCS does not have jurisdiction.

Public Interaction

• Respond to the public professionally and without judgment or bias.

• Handle sensitive and emotionally difficult situations with professionalism and empathy.

Technology & Operations

• Utilize laptops, desktops, call center systems, and department software.

• Adhere to scheduled shifts, breaks, and lunch periods.

• Input non-abuse correspondence and general inquiries regarding children in DCS custody.

Additional Expectations

• May be required to work beyond 40 hours when business needs exist, including evenings, weekends, and holidays.

Knowledge Requirements

• Federal and State child protection laws

• Child development stages

• Indicators of abuse and neglect

• Effects of substance abuse, mental health, domestic violence, and poverty on families

• Roles of courts, law enforcement, hospitals, schools, and social service agencies

• Community resources available to children and families

• Microsoft Office (Outlook, Word, PowerPoint, Teams) and call center systems

Skills

• Active listening and effective communication

• Cultural sensitivity and awareness

• Critical thinking and independent decision making

• Ability to remain calm during high-stress situations

• Strong technology and computer skills

• Typing at least 45 words per minute

• Adapting interview techniques based on caller needs

Abilities

• Work in a busy call center environment handling emotionally stressful situations

• Manage multiple priorities and deadlines

• Recognize indicators of abuse and neglect

• Conduct interviews while documenting information simultaneously

• Write clear, professional, and accurate narratives

• Communicate effectively with the public and partner agencies

Minimum Qualifications

• Bachelor’s or Master’s degree from an accredited college or university

• At least 1 year of social services or behavioral health experience

Schedule Options

Shift Option 1 – Thursday to Monday

• 12:30 PM – 9:00 PM

• 12:45 PM – 9:15 PM

• 1:00 PM – 9:30 PM

Shift Option 2 – Tuesday to Saturday

• 1:00 PM – 9:30 PM

Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.

Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.