Self Sufficiency Service Intake Specialist

Primary responsibility is to answer the Child Protective Services (CPS) and Adult Protective Services (APS) intake lines for the Department of Social Services. Documents all calls in the state systems to generate an accurate report that is sent to the Child Protective Services (CPS) or Adult Protective Services (APS) Supervisors to determine if the report is valid. Also provides appropriate information to outside agencies, such as law enforcement and Commonwealth Attorney’s Office if applicable.

In addition, performs computer searches on agency programs and performs other duties as assigned including providing direct service or referrals to clients who may be in crisis situations.

• Receive phone calls, internet reports, and faxes from mandated reporters and citizens regarding children, the elderly and adults with disabilities in vulnerable situations.
• Input Child Protective Service (CPS) and Adult Protective Services (APS) referrals into state computer systems.
• Process calls daily while producing high-quality, accurate reports.
• Quickly process, assess, and prioritize reports as they come in to the intake line.
• Work with little to no down time between calls at peak times.
• The ability to remain calm and professional during intense and emotional situations involving vulnerable populations including allegations of significant abuse and neglect.
• Ability to exercise sound judgement, discretion, tact and resourcefulness in providing services.
• Document all relevant information and complete all required forms in a short period of time.
• Ability to interpret laws, policies and regulations for compliance with federal, state, local and agency standards, guidelines, regulations, policies and laws.
• Maintain effective working relationships with employees, law enforcement, school employees, residential facilities and the general public.
• Make referrals to include Law Enforcement, Commonwealth Attorney’s Office and other appropriate entities.
• Develop and maintain relationships with community agencies.
• Ability to summarize information in a concise and accurate manner.
• Attend trainings as required.

Required
:
Bachelor's degree from an accredited college or university with major coursework in social work, psychology, counseling or related field or combination of training, education, and experience which demonstrates the ability to perform the work described.

Preferred
:
Some experience in the human service field and/or experience in employment services.

Required
:
Valid Virginia driver's license with good driving record.

• Ability to write and speak clearly and effectively.
• Skills in the use of standard office personal computer hardware and software.
• Excellent communication and customer service skills.
• Ability to analyze complex problems and make decisions.
• Ability to gather and interpret information.
• Ability to adhere to professional ethics related to confidentiality.
• Ability to maintain effective working relationships with employees, law enforcement, school employees, residential facilities and the general public.
• Ability to communicate effectively with all levels of staff, other agency officials, and the public.
• Ability to conduct searches of computer systems to ensure information is not duplicated.
• Ability to send information to appropriate agencies as required.
• Exhibit teamwork and interpersonal skills.

Subject to a complete criminal history and Child Protective Service background checks with acceptable results. Must also be able to perform the job as described in the Physical and Environmental Demands section of this job description.

None.