Call Center Agent DCS Intake Specialist

Call Center Agent (DCS Intake Specialist)

Phoenix AZ (Onsite)
Full-Time 40 Hours/Week Multiple Shifts

We are seeking an experienced Call Center Agent / DCS Intake Specialist to support the Arizona Department of Child Safety (AZDCS) within the Support Services division. This role is critical in responding to reports of alleged child abuse and neglect requiring strong communication skills sound judgment and the ability to handle emotionally sensitive situations in a fast-paced call center environment.

• Receive and process incoming calls and written reports regarding alleged child abuse and neglect
• Screen concerns and determine if cases meet statutory criteria for investigation
• Conduct detailed phone interviews gather information and perform research
• Prepare clear accurate and professional case narratives
• Complete high-volume detailed data entry in internal systems
• Respond to the public professionally without bias or judgment
• Cross-report cases to law enforcement and other agencies as required
• Handle non-abuse related inquiries and correspondence
• Adhere strictly to assigned shifts schedules and productivity requirements
• Complete all documentation and case processing before end of shift

• Bachelors or Masters degree in Social Services Behavioral Health or a related field
• At least 1 year of experience in call center social services or paralegal environments
• Typing speed of 45 words per minute
• Proficiency in Microsoft Office (Outlook Word PowerPoint Teams) and call center tools
• Ability to work onsite in Phoenix AZ

• Knowledge of federal and state child protection laws
• Understanding of child development and family dynamics
• Experience identifying abuse/neglect indicators
• Ability to make accurate time-sensitive decisions independently

• Strong active listening and communication skills
• Critical thinking and decision-making under pressure
• Emotional resilience in high-stress situations
• Cultural sensitivity and professionalism
• Ability to multitask (interviewing while documenting)
• Conflict resolution and de-escalation skills

• Onsite role in a fast-paced call center setting
• Must be comfortable handling sensitive and emotionally challenging cases
• Shifts include evenings weekends and holidays as needed
• Available shifts (example):
  • Thursday Monday 12:30 PM 9:00 PM
  • Thursday Monday 1:00 PM 9:30 PM

• Local candidates only (Phoenix AZ area)
• Must be available for in-person interviews within 1 week of posting close
• Must be able to start within 2 weeks of offer
• Background check and drug screening required (HireRight)
• Ability to obtain and maintain required security clearance

• Start Date: ASAP (based on onboarding completion)
• Duration: Through June 30 2026
• Employment Type: Staff Augmentation (Contract)