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Primary Responsibilities Answer inbound calls related to suspected child abuse, neglect, or maltreatment. Gather critical details from callers, including nature of the concern, individuals involved, and location information. Assess reports based on Arkansas child welfare laws and agency guidelines to determine if cases meet the threshold for investigation. Maintain composure and professionalism while handling calls involving distressed individuals, emergency situations, or difficult subject matter. Accurately record caller information and case details in the agency's database. Ensure confidentiality and compliance with data protection policies. Prepare written summaries and reports for child welfare investigators and law enforcement as needed. Provide appropriate referrals to law enforcement, social services, medical professionals, or mental health resources when necessary. Escalate emergency cases to supervisors or field investigators for immediate intervention. Coordinate with internal departments and external agencies to facilitate case reviews. Handle follow-up inquiries while maintaining proper discretion. Ensure compliance with mandatory reporting laws and ethical standards.
Knowledge and Skills Strong verbal and written communication skills to document and relay sensitive information clearly. Ability to remain calm, empathetic, and non-judgmental when speaking with distressed callers. Active listening skills to extract key details from callers while showing compassion. Ability to assess the urgency of cases and make quick, sound decisions. Strong attention to detail to identify risk factors and ensure accurate documentation. Problem-solving skills to determine appropriate next steps for reports. Proficiency in data entry, case management software, and telephone systems. Ability to multi-task, prioritize calls, and manage high call volumes effectively. Strong organizational skills to track reports and follow standard operating procedures. Ability to handle emotionally charged conversations and high-pressure situations.
Minimum Qualifications At least six months of experience in a call center, social services, law enforcement, crisis response, or a related field.
Satisfaction of the minimum qualifications, including years of experience and service, does not entitle employees to automatic progression within the job series. Promotion to the next classification level is at the discretion of the department and the Office of Personnel Management, taking into consideration the employee's demonstrated skills, competencies, performance, workload responsibilities, and organizational needs.
Licensure/Certifications N/A OTHER
SO
State of Arkansas
CHILD ABUSE HOTLINE REPRESENTATIVE
Entry-Level JobVerifiedNo experience needed
Career Insights for Surveillance Officer / Investigator
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Scorecard
Based on Arkansas data
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What they do
A Surveillance Officer or Investigator uses surveillance tools and techniques to investigate a case for a private client. May follow an individual or watch a home or office site and use cameras, binoculars or GPS technology for surveillance
$42,064 / year median in Arkansas
-1% projected decline
Job Description
Position Number:
22089759County:
Pulaski Posting End Date:
[[postingEndDate]]Anticipated Starting Salary:
43088 [[section]] The Department of Public Safety's mission is to enhance the safety and security of all Arkansans through ethical, character-driven behavior that promotes professionalism, clear communication, and accountability while serving as the state's premier public safety agency. Position InformationJob Series:
Internal Affairs -Career PathClassification:
Child Abuse Hotline RepresentativeClass Code:
SIA04PPay Grade:
SGS04Salary Range:
$43,088 - $63,770Job Summary The Child Abuse Hotline Representative serves as the first point of contact for individuals reporting suspected child abuse, neglect, or maltreatment in Arkansas. This role requires strong communication, active listening, and critical thinking skills to assess the urgency of incoming reports and ensure accurate information is documented.Primary Responsibilities Answer inbound calls related to suspected child abuse, neglect, or maltreatment. Gather critical details from callers, including nature of the concern, individuals involved, and location information. Assess reports based on Arkansas child welfare laws and agency guidelines to determine if cases meet the threshold for investigation. Maintain composure and professionalism while handling calls involving distressed individuals, emergency situations, or difficult subject matter. Accurately record caller information and case details in the agency's database. Ensure confidentiality and compliance with data protection policies. Prepare written summaries and reports for child welfare investigators and law enforcement as needed. Provide appropriate referrals to law enforcement, social services, medical professionals, or mental health resources when necessary. Escalate emergency cases to supervisors or field investigators for immediate intervention. Coordinate with internal departments and external agencies to facilitate case reviews. Handle follow-up inquiries while maintaining proper discretion. Ensure compliance with mandatory reporting laws and ethical standards.
Knowledge and Skills Strong verbal and written communication skills to document and relay sensitive information clearly. Ability to remain calm, empathetic, and non-judgmental when speaking with distressed callers. Active listening skills to extract key details from callers while showing compassion. Ability to assess the urgency of cases and make quick, sound decisions. Strong attention to detail to identify risk factors and ensure accurate documentation. Problem-solving skills to determine appropriate next steps for reports. Proficiency in data entry, case management software, and telephone systems. Ability to multi-task, prioritize calls, and manage high call volumes effectively. Strong organizational skills to track reports and follow standard operating procedures. Ability to handle emotionally charged conversations and high-pressure situations.
Minimum Qualifications At least six months of experience in a call center, social services, law enforcement, crisis response, or a related field.
Satisfaction of the minimum qualifications, including years of experience and service, does not entitle employees to automatic progression within the job series. Promotion to the next classification level is at the discretion of the department and the Office of Personnel Management, taking into consideration the employee's demonstrated skills, competencies, performance, workload responsibilities, and organizational needs.
Licensure/Certifications N/A OTHER