Title: Protective Services Hotline Specialist, (W5280)

State Role Title: Prog Admin Specialist II

Hiring Range: $57,733 - $66,500/yr.

Pay Band: 5

Agency: Department of Social Services

Location: DSS HOME OFFICE

Agency Website: www.dss.virginia.gov

Recruitment Type: General Public - G

Job Duties

At the Virginia Department of Social Services, we put people at the center of everything we do. We believe that every Virginian can live a life of dignity and that all voices, ideas and experiences contribute greatly to our pursuit of excellence. We design and deliver high-quality human services that help Virginians achieve safety, independence and overall well-being. We are a $2 billion agency – one of the largest in the Commonwealth of Virginia – partnering with 120 local departments of social services and 31 community action agencies, along with faith-based and non-profit organizations, to promote the well-being of children, adults, and families statewide.

In addition to a rewarding work experience, VDSS offers excellent health and life insurance benefits, pre-tax spending accounts, state funded Short and Long Term Disability, paid holidays, vacation, tuition assistance, free wellness programs, and a state retirement plan with options for tax-deferred retirement savings including employer matching – Employee Benefits.

The Virginia Department of Social Services, Division of Family Services is currently seeking a Protective Services Hotline Specialist. This position is responsible for serving as a State Hotline Specialist on the toll-free State Abuse and Neglect Hotline that is operated 24 hours a day, 7 days per week, 365 days per year and will provide direct support to receive and process reports of child and adult abuse/neglect.

The Hotline Specialist conducts a comprehensive interview with callers by asking designated interview questions and obtaining pertinent information in order to document the information in detailed narratives for all allegations of child and adult protective services complaints and then transmits allegations to the appropriate jurisdiction for determination of the appropriate response time and/or to notify law enforcement immediately.

This position is for shift time of 3:00pm-11:30pm, however may be required to be available to work varying shifts depending on call volume and the needs of the State Hotline. This includes holidays, days, nights, overnights, and weekend coverage

Minimum Qualifications

Working knowledge of and experience with the principles and practices of Child/Adult Welfare services

Availability to work a shift time of 3:00pm-11:30pm, however may be required to be available to work varying shifts depending on call volume and the needs of the State Hotline. This includes holidays, days, nights, overnights, and weekend coverage.

Knowledge of effective interpersonal and conflict resolutions

Demonstrated Ability to:
-Receive auditory and visual information pertaining to allegations of child and adult abuse/neglect
-Implement and apply applicable local, state and federal laws and regulations to ensure referrals are complete and in compliance to the State Hotline Policies and Procedures

Ability to:
-Take received information and accurately convey information orally and in writing
-Work varying shifts depending on call volume and needs of the State Hotline
-Work holidays, days, nights, overnights, and weekend coverage
-Collaborate with internal and external partners to ensure the timeliness of each referral
-Apply outstanding customer service and high level of professionalism with internal and external partners
-Adhere to agency and hotline protocols and policies
-Effectively and professionally communicate orally and in writing
-Work independently in a fast-paced, multi-faceted, virtual environment

Additional Considerations

-Comprehensive knowledge of Child Protective and Adult Protective services
-Experience inputting referrals into OASIS and /or Peer Place
-Experience utilizing the Mandated Reporter Portal

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.

Selected candidate(s) must successfully pass a fingerprint-based criminal history background check. A record of criminal history does not automatically bar an applicant from consideration. Employment verification will be conducted to include current/previous supervisory employment reference checks.

VDSS will record information from each new employee’s Form I-9 (Employment Eligibility Verification) into the Federal E-Verify system to confirm identity and work authorization.

Selected candidate may be required to assist the agency or state government generally in the event of an emergency declaration by the Governor.

To be considered for this position, you must submit a Commonwealth of Virginia application or resume through the on-line “Virginia Jobs” (PageUp) employment site no later than 11:55 p.m. on the closing date listed. Each application is reviewed for documentation that shows the applicant meets the minimum and additional considerations as stated in the job announcement. The decision to interview an applicant is based on the information provided. Multiple positions may be filled from this recruitment within 90 days of the closing date.

The Virginia Department of Social Services (VDSS) is an Equal Opportunity Employer and encourages diversity within its workforce.

VDSS does not provide sponsorship.

VDSS is an official certified state agency that values the service and experience of our Veterans. As such, Veterans are encouraged to apply and receive preference in the hiring process. AmeriCorps, Peace Corps and other national service alumni also are encouraged to apply. Reasonable accommodations are available to applicants, if requested, during the application and/or interview process.

If you have been affected by Policy 1.30 Layoff as a state employee and possess a valid Interagency Placement Screening Form (Yellow Form) or a Preferential Hiring Card (Blue Card), you must submit this document through the “Virginia Jobs” (PageUp) employment site when you apply.

Contact Information

Name: VDSS - Division of Human Resources

Phone: dssrecruitment@dss.virginia.gov

Email: dssrecruitment@dss.virginia.gov

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.