CHILD ABUSE HOTLINE REPRESENTATIVE

Position Information

Job Summary

The Child Abuse Hotline Representative serves as the first point of contact for individuals reporting suspected child abuse, neglect, or maltreatment in Arkansas. This role requires strong communication, active listening, and critical thinking skills to assess the urgency of incoming reports and ensure accurate information is documented.

Primary Responsibilities

Answer inbound calls related to suspected child abuse, neglect, or maltreatment. Gather critical details from callers, including nature of the concern, individuals involved, and location information. Assess reports based on Arkansas child welfare laws and agency guidelines to determine if cases meet the threshold for investigation. Maintain composure and professionalism while handling calls involving distressed individuals, emergency situations, or difficult subject matter. Accurately record caller information and case details in the agency’s database. Ensure confidentiality and compliance with data protection policies. Prepare written summaries and reports for child welfare investigators and law enforcement as needed. Provide appropriate referrals to law enforcement, social services, medical professionals, or mental health resources when necessary. Escalate emergency cases to supervisors or field investigators for immediate intervention. Coordinate with internal departments and external agencies to facilitate case reviews. Handle follow-up inquiries while maintaining proper discretion. Ensure compliance with mandatory reporting laws and ethical standards.

Knowledge and Skills

Strong verbal and written communication skills to document and relay sensitive information clearly. Ability to remain calm, empathetic, and non-judgmental when speaking with distressed callers. Active listening skills to extract key details from callers while showing compassion. Ability to assess the urgency of cases and make quick, sound decisions. Strong attention to detail to identify risk factors and ensure accurate documentation. Problem-solving skills to determine appropriate next steps for reports. Proficiency in data entry, case management software, and telephone systems. Ability to multi-task, prioritize calls, and manage high call volumes effectively. Strong organizational skills to track reports and follow standard operating procedures. Ability to handle emotionally charged conversations and high-pressure situations.

Minimum Qualifications

At least six months of experience in a call center, social services, law enforcement, crisis response, or a related field.

Licensure/Certifications

N/A OTHER JOB RELATED EDUCATION AND/OR EXPERIENCE MAY BE SUBSTITUTED FOR ALL OR PART OF THESE BASIC REQUIREMENTS, EXCEPT FOR CERTIFICATION OR LICENSURE REQUIREMENTS, UPON APPROVAL OF THE QUALIFICATIONS REVIEW COMMITTEE.