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

• Bachelor's or Master's 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)