State of Arizona :


Job Information
Job Reference ID:  52292 
Posted Date:  12/03/2019 
Close Date:  12/17/2019 
Job Description

Arizona Department of Child Safety

A New Beginning for Arizona’s Children

Child Abuse Hotline
Phoenix, Arizona



The Hotline Program Specialist, provides necessary qualitative and quantitative support to the Child Abuse Hotline Team.


Working Hours: Monday-Friday 9:00am – 6:00pm


-          Oversees the Hotline performance management system; updates tiered visual management, scorecards, unit, section and enterprise huddle boards

-          Organizes the monthly randomized call monitor process for supervisors; develops call monitor schedule, selects calls to be monitored, disseminates calls to supervisors and tracks quality scores

-          Exports and compiles daily, weekly and monthly data for performance reports

-          Analyzes data in order to identify trends, patterns and sustainment

-          Creates and disseminates report findings and recommendations

-          Provides support and coaching to the Hotline team members on utilizing CUIC; including creating custom historical and real-time report templates, dashboards and scheduled reports

-          Performs other duties as assigned that support the mission of the Hotline


Knowledge of:

-          Arizona's child safety model

-          Child Abuse Hotline procedures and systems

-          Mainframe systems; CHILDS, AZTECS and CUIC 

-          Call center technology and operations

-          Management principles, concepts and techniques 

-          Personal computer; Microsoft Office Suite

Skill in:

-          Verbal and written communication

-          Establishing and maintaining interpersonal relationships

-          Data collection

-          Presenting information; technical matters to non-technical[GRA1]  persons

-          Organization and management to manage complex data from multiple sources

-          Creating custom reports


Ability to:

-          Prepare and analyze data

-          Track data

-          Work independently

-          Adapt to an ever changing environment 


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


For valid Arizona Driver's License holder; a copy of your three (3) year Motor Vehicle Report will be required


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


-          The ideal candidate will also possess comprehensive knowledge of Call Center technology and operations. Advanced understanding of the performance management principle; including the ability to monitor and analyze data and performance trends. 


-          Three (3) years as a DCS Specialist in Arizona State Service AND

-          Master's or Bachelor's Degree from an accredited college or university


-          Applicants for this position shall be subject to a search of the DCS Central Registry

-          Applicants for this position will be required to apply for and show proof of receipt of a valid Arizona Fingerprint Clearance Card that meets DCS requirements for a Level One card

-          All newly hired employees are subject to the E-Verify Employment Eligibility Verification Program


We offer a comprehensive benefits package that includes: 

-          Sick leave

-          Vacation with 10 paid holidays per year

-          Health and dental insurance

-          Retirement plan

-          Life insurance and long-term disability insurance

-          Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance


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


Enrollment eligibility will become effective after 27 weeks of employment.

Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting 602-255-2903. Requests should be made as early as possible to allow time to arrange the accommodation. Arizona State Government is an AA/EOE/ADA Reasonable Accommodation Employer.

 [GRA1]to non-technical persons?

Position Requirements
Position Level:    Hours:   
 Work Arrangement:     Employment Type:   
Hourly Rate:  $0.00 / per hour  Salary: 


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