DCS INTAKE TEAM LEADER

Job Information

State of Tennessee Job Information Opening Date/Time 10/15/2024 12:00AM Central Time Closing Date/Time 10/21/2024 11:59PM Central Time Salary (Monthly) $4,017.00 - $6,039.00 Salary (Annually) $48,204.00 - $72,468.00 Job Type Full-Time City, State Location

Dresden, TN

Jackson, TN

Memphis, TN

Nashville, TN

Clarksville, TN

Murfreesboro, TN

Columbia, TN

Cookeville, TN

Chattanooga, TN

Oak Ridge, TN

Knoxville, TN

Maryville, TN

Johnson City, TN

Department Children's Services

LOCATION OF (2) POSITION(S) TO BE FILLED: DEPARTMENT OF CHILDREN'S SERVICES, CHILD AND FAMILY MANAGEMENT DIVISION, DAVIDSON COUNTY.

The Hotline does hire staff statewide in TN (must live in TN). The Hotline does have work from home capabilities. To qualify for working from home, you must be able to provide your own internet service (not Wifi) and have a private and confidential space remotely to conduct confident job-related tasks. The computer equipment will be provided. If you are unable to successfully work remotely at all, you will have to work in office at the Child Abuse Hotline located in Nashville, TN.

Qualifications

Education and Experience: Graduation from an accredited college or university with a bachelor's degree in Social Work, Criminal Justice, Sociology, Psychology, or related field of study. Experience equivalent to three 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 including at least two years of supervisory/direct report performance management experience. Prior additional experience in call centers, crisis hotlines, or related area is preferred.

OR

Education and Experience: Graduation from an accredited college or university with a bachelor's degree in Social Work, Criminal Justice, Sociology, Psychology, or related field of study. Experience equivalent to three 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 including at least two years of supervisory/direct report performance management experience. Prior additional experience in call centers, crisis hotlines, or related area 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 two years 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 including one year of supervisory/direct report performance management experience.

NSQs: Applicants for this class must:

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

Overview

The DCS Intake Team Leader is the fourth level classification and the second level of leadership in the Child Abuse Hotline Series. A person in this classification is assigned to work in a crisis-oriented call center and provides supervision to a team of DCS Intake Associates, DCS Intake Specialists, and at least one DCS Intake Supervisor. A person in this classification reports to a DCS Intake Team Coordinator. This class differs from the DCS Intake Supervisor in that the latter is responsible for supervisory work of lesser scope.

Responsibilities

1. Provide oversight and supervision to team of DCS Intake Specialists that receive referrals of alleged child abuse and neglect, provide information related to other child risk situations from other states, courtesy calls from out of state on children in custody, informational calls related to DCS processes, follow up on previous calls, paging on call worker related to custodial children if there are needs during off hours.
2. Interview, hire, train, coach, develop, delegate to, serve as resource and evaluate the performance of direct and indirect reports to ensure all job responsibilities required of the position are carried out to fruition and in compliance with policy and procedure. Evaluate employee performance via Quality Assurance Reviews, Monthly Performance Briefings, Interims, and Annual reviews. Monitor team leave and attendance, policy and procedure adherence, and overall employee professional conduct. In consultation with Intake Team Coordinator administer employee corrective action regarding performance and/or conduct, which could include termination.
3. Conduct conflict management resolution, mitigate imminent risks, handle complaints related to Intake Specialist customer service or intake concerns. Respond to questions from direct and indirect reports, serve as subject matter expert and resource for direct and indirect reports, provide additional guidance on intake decision making.
4. Provide ongoing professional development and training of direct and indirect reports. Provides coaching opportunities on efficient and effective interview and intake techniques, policy and procedure, and supervisory techniques for the Intake Supervisor. Provides up-to-date information related to ever-changing policies, procedures, protocols, etc. to ensure staff have appropriate resources and information to be successful and to meet the needs of the referents.
5. Review and makes screening decisions on initial intakes from DCS Intake Associates. Review and complete reconsidered referrals that require screening modifications. Screen Child Death and Preliminary Near-Death referrals and provide notification to the appropriate staff upon approval from Hotline Director.
6. Monitor Child Abuse Hotline phone system to ensure calls are being answered in a timely manner. Monitor the DCS electronic intake database and staff workloads to ensure intakes are processed and completed in a timely manner. Complete and update the screening log to track performance, statistics, and other report information to track performance and error trends.
7. Perform NCIC criminal background checks via the Tennessee Information Enforcement System (TIES) for emergency removals of children by DCS.
8. Support Intake Case Management staff with receiving referrals of alleged child abuse and neglect during times of high call and intake volume. Alert afterhours on call local field staff to high priority/emergency referrals.
9. Successfully complete and pass the Child Abuse Hotline Pre-Service training program, the Intake Team Leader training program, as well as any additional mandatory annual training courses for DCS and/or Child Abuse Hotline. Attend and/or lead any designated mandatory meetings. Complete required administrative responsibilities in Edison including approving time and travel claims/expense reports. Accurately enter leave and attendance in Edison. Complete travel claims as needed.
10. Participate in designated mandatory overtime shifts that include monthly weekend shifts, holiday shifts, and on call shifts to ensure appropriate staff coverage for the 24/7/365 Child Abuse Hotline.

Competencies (KSA's)

1. Ability to manage vision and purpose, problem solve, and manage a daily stressful work environment for self and others.
2. Demonstrate knowledge related to customer service, English language, law and government, and computer programs.
3. Ability to apply deductive reasoning skills, organize work, and effectively manage time.
4. Competency in building effective teams, drive for results, and conflict management.
5. Skilled in critical thinking, monitoring, writing, and reading comprehension.

Tools & Equipment

1. Laptops/Computer Accessories (keyboard, mouse, monitor)
2. Headsets (for phone calls)
3. General office equipment