www.dcs.az.gov 

Monday, Thursday - Saturday, 11:00 a.m. - 9:30 p.m.

Salary: $27.8125 hourly/$57,850.0000 annual 

Grade: 20

Closing Date: 11/15/2026  

With the goal of providing protection and safety, and under the direct supervision of their Hotline Program Supervisor, this position serves as a lead to Intake Hotline Specialists at the Arizona Child Abuse Hotline. In addition, this position performs Intake Screening consultations with Intake Hotline Specialists who are performing child safety assessments and performs quality assurance reviews with field partners and serves as an essential partner of the Unit Supervisors and Managers by initiating continued process improvement recommendations.

This position will serve as a Program Specialist-Hotline QA at the Arizona Child Abuse Hotline.

• Provides real-time guidance, coaching, and mentoring with regards to determining Department of Child Safety (DCS) report criteria for investigation, policy/procedure adherence and date entry into the Guardian database.
• Reviews, tracks and analyzes communications to determine if accurate decisions were made based on policies and procedures.
• Provides support for the continuous monitoring of intake phone queues to ensure callers do not experience excessive hold times and that Program Specialists are maximizing utilization of time.
• Identifies and documents any quality issues that arise within daily operations. Analyzes and collects data to ensure that desired program changes are effective while objectives are achieved, and program changes are maintained.
• Other duties as assigned as related to the position.

Knowledge of:
- Federal and state laws, statutes, regulations and directives governing DCS services.
- Arizona's child safety model.
- Policies, standards and procedures with particular emphasis in Guardian to ensure relevancy and reliability of data.
- Child Abuse Hotline procedures and systems.
- Call Center Technology and operations.
- Management principles, concepts and techniques and their practical applications.
- Mainframe Systems such as Guardian and Arizona Technical Eligibility Computer Systems (AZTECS), Genesys.
- Computer hardware and software such as Microsoft Outlook, Word, Excel, and Power Point.
- Family centered practice principles.
- DCS policies and procedures.
- Child welfare policies.
- Data collection methods.

Skill in:
- Gathering and analyzing facts, drawing conclusions and making recommendations (i.e. data extraction for trend analysis) to management.
- Presenting information on technical matters to non-technical persons in a clear, concise and understandable manner.
- Written and verbal communication.
- Organization and management of complex data from multiple sources.
- Creating custom reports.
- Developing and maintaining interpersonal work relationships.
- Analysis and interpretation techniques.
- Problem identification and solutions.
- Decision making and conflict resolution.

Ability to:
- Manage multiple tasks.
- Analyze and evaluate information for accuracy/error and identify trends.
- Estimate, implement and complete assigned tasks/projects in accordance with established schedules.
- Prepare/analyze data and ensure/track data reliable with integrity.
- Work independently and/or collectively with team members.
- Open discussions effectively, clarify the current situation, remain open to all sides, stay focused on resolution and close discussion with clear summaries.
- Maintain confidentiality.
- Adapt to new technologies.
- Formulate observable and measurable objectives.
- Be proficient in computer skills.

• Master’s or Bachelor’s Degree from an accredited college or University
OR
• Three (3) years of combined DCS Specialist Trainee and DCS Specialist experience
OR
• Three (3) years of combined DCS Specialist/OCWI Investigator experience (including DCS Specialist Trainee)

Requires possession of and ability to retain a current, valid state-issued driver's license appropriate to the assignment. Employees who drive on state business are subject to driver's license record checks, must maintain acceptable driving records and must complete any required driver training (see Arizona Administrative Code R2-10-207.12.)

Employees may be required to use their own transportation as well as maintaining valid motor vehicle insurance and current Arizona vehicle registration; however, mileage will be reimbursed

Must be able to secure and maintain an Arizona Fingerprint Clearance card

Must be able to secure and maintain clearance from the CPS Central Registry

Subject to background and reference checks

This position requires driving or the use of a vehicle as an essential function of the job to conduct State business, and the following requirements apply: Driver’s License Requirements.

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

As an employee of the Department of Child Safety, you will be entitled to a comprehensive benefits package that can become effective as soon as two weeks after starting!

Benefits include:
Paid sick leave
Paid vacation that includes ten (10) holidays per year.
Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly placed. foster/adopted child (pilot program).
Competitive health and dental insurance plans.
Life insurance and long-term disability insurance.

We also offer optional employee benefits that include:
Vision coverage.
Short-term disability insurance.
Deferred compensation plans.
Supplemental life insurance.
Employee wellness plans.

Bi-Lingual Stipend
In an effort to better serve our communities, DCS offers a Bi-Lingual Stipend to all interested and eligible DCS Employees who successfully complete a language proficiency exam. Qualifying employees will receive a $500 annual stipend paid in equal increments.

Learn more about the Paid Parental Leave program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Positions in this classification participate in the Arizona State Retirement System (ASRS).

ASRS participation may begin immediately (if you were a previous member) or upon your 27th week of employment (if you have never been an ASRS member previously).

Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting 602-255-3141 or by email at ADA@AZDCS.GOV. Requests should be made as early as possible to allow time to arrange the accommodation. Should you have any further questions regarding the interview process you can reach out to a member of our recruitment team at 602-255-2903 or by email at recruiting@azdcs.gov. The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer.