Assistant Floor Coordinator

Child Abuse Hotline (CAH)

Assistant Floor Coordinator

Agency Overview and Program Focus

The Department of Children’s Services (DCS) promotes excellence in child welfare and provides high-quality prevention and support services to children and families that promote safety, permanency, and well-being.  The TN Child Abuse Hotline is a high-volume call center triage program that performs quality screening decisions for all intakes by utilizing the designated DCS/Hotline screening tools. Conducts all designated intake completion tasks to ensure quality decisions are made for children at risk. Completes intake decisions in a timely manner to provide the field with ample opportunity to meet response times. 

Summary

The Assistant Floor Coordinator will provide support for the Child Abuse Hotline’s Service Desk.  This position will monitor essential call center and child safety functionalities and identify as well as provide possible solutions for deficits identified.  The Assistant Floor Coordinator is a specialty position that requires critical thinking skills and knowledge of child safety. A person in this classification demonstrates skills to assess and analyze risk factors for child safety, interpret policies and procedures, is customer-focused in their assigned region, and utilizes various resource mechanisms to execute quality case assignment decisions. They will also be comfortable in an indirect leadership role and will be someone that staff can rely on to answer questions and provide direction in times of high stress.

This position is considered Hotline leadership but does not provide direct performance management to direct report staff.

This position would perform Assistant Floor Coordinator functions that include, but are not limited to:

• Monitor call and intake volumes, as well as Staff statuses, and make changes as needed
• Assist with reviewing online referrals to identify urgent situations
• Manage and respond to requests involving referrals that need to be entered or re-entered 
• Assist with reviewing child death/near-death referrals before routing for approval to assign
• Assist with processing requests for reconsidered referral
• Assist with phone volume as needed per Service Desk requirements
• Work on-call and weekend shifts in regular rotation with other supervisors
• Possess the ability to understand high-level technology frameworks
• Assist staff with minor technology issues and understand when to escalate
• Participate in work-related projects as needed by Leadership

Education and Experience

Graduation from an accredited college or university with a bachelor's degree in Social Work, Criminal Justice, Sociology, Psychology, or a 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 areas 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:

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

Competencies

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

Tools and Equipment

• Laptops/Computer Accessories (keyboard, mouse, monitor)
• Headsets (for phone calls)
• General office equipment