Case Services Coordinator – Hotline Team

Job Summary

Are you passionate about helping our most vulnerable population and families? Do you have excellent active listening skills, an eye for detail, the ability to work independently on a team? Then this role is for you! As a Case Services Coordinator on the Child Abuse and Neglect Hotline with El Paso County, you will take child abuse and neglect calls, apply excellent customer service skills that involves engaging and establishing a rapport with reporters, utilizing a call template, applying de-escalation skills as needed and be the initial contact representative for our agency with callers in the community.

In this role, you will have the opportunity to write professional call reports, conduct research to locate family and their background information. This role will require a flexible person who has a positive attitude, motivation, hard work ethic, initiative, the ability to positively interact in a team environment and is willing to help their teammates. In this position, you will be a part of a goal driven dynamic team committed to providing excellent customer service.

We are looking forward to having you join us!

Hiring Range: $42,800.00 - $46,800.00 annually

Anticipated Hiring Rate: $44,980.00 annually

This position has an anticipated work schedule of Monday – Friday from 8:00 AM – 5:00 PM, with flexibility needed; subject to change. Hybrid schedule may be available upon successful completion of the initial evaluation period; subject to change.

Due to the sensitive nature of this role, additional background checks may be required, including a Government Program Fraud check, Child Welfare Abuse & Neglect database (TRAILS) check, and Child Welfare Caseworker Falsification check.

This position provides administrative and staff related support to assist with the coordination and facilitation of services to clients and families of the El Paso County Department of Human Services (DHS). May be assigned to the Children, Youth, & Family Services or Adult & Family Services Division. Employment is subject to the terms, conditions, and policies detailed in the Personnel Policies Manual (PPM).

This position requires regular in-person presence as an essential job function. This position may be subject to grant funding.

• Provides support to caseworkers, supervisors, and managers; provides administrative and client-related services in support of the division.
• Answers the DHS applicable abuse or at-risk intake hotline; receives, processes, and researches referrals from the hotline and from the night and weekend after hours system.
• Receives and processes referrals from court-ordered investigations, walk-in clients, and correspondence.
• Enters, updates, and retrieves case information from various computerized databases. Performs complete records checks on all referrals and locates all previous referrals and service cases.
• Connects clients with community resources, coordinates appointments and meetings with community professionals, and assists clients in developing and implementing support systems.
• Establishes collateral contacts with informants for additional information; makes referrals to law enforcement and to social services departments in other counties and states; conducts necessary research.
• Coordinates, oversees, and documents supervised visits with children and family members as assigned, ensuring appropriate interaction as assigned.
• Arranges and provides transportation for clients to appointments, therapy, school, court hearings, etc., and assists with the purchase and delivery of necessary items as needed.
• Attends and testifies in DHS case court hearings based on intervention with clients as needed.
• Participates in meetings and staffing; prepares materials…