Child Abuse Hotline Representative

overview

position number:
county: 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.

this position is safety sensitive and is subject to pre-employment, random, and for-cause drug screenings.

if you are requesting veteran’s preference, please include your dd214.

the child abuse hotline answers the established statewide toll-free number to receive information regarding the allegations of child abuse and neglect as mandated by state law (act 13-18-01).

the following describes the role, requirements, and responsibilities for the child abuse hotline representative.

job series: internal affairs – career path

classification: child abuse hotline representative

class code: sia
04p

pay grade: sgs
04

salary range: $43,088 - $63,770

• 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.

• 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.

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 job related education and/or experience may be substituted for all or part of these basic requirements, except for certification or licensure requirements, upon approval of the qualifications review committee.

the state of arkansas is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, pregnancy, age, disability, citizenship, national origin, genetic information, military or veteran status, or any other status or characteristic protected by law.