DCFS INTAKE – Call Center Support Specialist

POSITION SUMMARY: The DCFS Intake – Call Center Support Specialist reports to the DCFS Intake Lead and to the QA Supervisor of the Department of Child and Family Services of rural Nevada and takes information for concerns of child abuse and neglect from concerned citizens and mandated reporters via telephone. This position is also responsible for providing immediate crisis intervention, suicide prevention and information and referral services for individuals, professionals, and organizational clients concerning health, welfare, human and social services throughout the State of Nevada and providing office support and other duties as requested by the DCFS Intake Lead.

CLASSIFICATION:  Full-Time – Salary

COMPENSATION:  $32,000 annually, and includes vacation, sick leave, and paid holidays, as well as employer paid medical, dental, and vision insurance.


  • Sunday-Thursday, 8am-4:30pm
  • Tuesday-Saturday, 4pm-12:30am


  • Answers the Assault and Violence hotline in order to take reports of child abuse and neglect for the rural areas of Nevada, enters the information into the CPS statewide database (UNITY) and logs the call in the Crisis Call Center database.
  • Assesses reports for urgency and safety risk and prioritizes accordingly; dispatches law enforcement for welfare checks as needed.
  • Utilizes the principals of the Crisis Call Center to provide crisis intervention to callers filing CPS reports, and provide referrals to other agencies such as police, family resource centers, and mental health (including the Crisis Call Center hotline) as needed.
  • Responsible for taking Elder Protective Services and Washoe and Clark County CPS reports as needed. Forwards out of jurisdiction reports to the appropriate agencies (such as law enforcement or tribal or other state’s CPS agencies) as needed.
  • Demonstrates and maintains proficiency when using the statewide CPS database (UNITY) and online Community OS database software, computer hardware, and office and telephone equipment.
  • Will learn within 30 days of hire to confirm receipt of reports taken both during the day and after-hours submitted to all Nevada CPS jurisdictions as well as Elder Protective Services; documents accordingly.
  • Will learn within 3months of hire to enter demographic data on a daily basis for all CPS and EPS reports received, assists Lead as needed in the compilation of monthly and quarterly data in collaboration with the Call Center Director.
  • Assist Lead with updates to the spreadsheets monthly and quarterly as requested.
  • Keeps accurate hard copy records of all CPS and EPS reports when Lead is on vacation, leave of absence, or out of the office.
  • Provides feedback to after-hours Call Center staff regarding reports in order to keep them accurate and informative per CPS and EPS contract guidelines.
  • Acts as a mentor and trainer in CPS/EPS reporting and answers any questions posed by after-hours staff. Answers general inquiries regarding the Crisis Lines and acts as a support for Call Center volunteers when requests.
  • Participates in new projects as requested.
  • Acts as a point of contact for DCFS administrative and field office staff when Lead is not available.


  • Acts as backup for the Call Room to include crisis lines and text messages, using the principles of active listening (based on Call Center protocols) to assess issues such as high-lethality suicidal callers, sexual assault, domestic violence, mental health issues, substance abuse, information and referral resources and a variety of other issues. Answers the business line when available and forwards inquiries to the relevant parties.
  • Participates in the implementation of new Call Center programs and/or services by completing all trainings and assigned tasks, as well as providing feedback when requested.
  • Keeps management apprised of barriers, changes or gaps in the Call Center’s service delivery system to improve program functioning.
  • Overtime as necessary to complete and submit urgent reports in a timely manner.
  • Answers questions where appropriate and forwards inquiries outside of scope of work to the Call Center Director.
  • Must be willing to work overtime as necessary to complete and submit urgent reports in a timely manner.
  • Provides emergency line coverage on an “on call basis” during time of special need, (i.e. natural disasters, emergency situations, etc)
  • May be required to work variable shifts, weekends and holidays as part of the positions requirements and the need of the call center to maintain appropriate staffing levels.

Minimum Qualifications:

  • Successful completion of 73 hours of training to include role-plays, crisis intervention, suicide, child/elder abuse and neglect, information and referral resource training, policies and procedures.
  • Have a positive attitude, and the ability to work with deadlines and remain calm under pressure or in a high stress environment.
  • Excellent verbal and written communication skills.
  • Must maintain and adhere to Crisis Call Center’s ethics and confidentiality standards
  • Basic office skills and familiarity with standard office administrative practices and procedures.
  • Ability to operate standard office equipment required.
  • Ability to work some evening and weekend hours required.
  • Must pass in-depth background check to include State and Federal criminal history and employment history.

Purpose of Job Description:

  • The job description does not state or imply that these are the only duties to be performed. The DCFS Intake employee may be required to follow other instruction and to perform other duties assigned by the DCFS Intake Lead or the Director of Programs.