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State of Montana Centralized Intake Specialist Supervisor (00325) in Helena, Montana

Centralized Intake is a child abuse and neglect hotline staffed 24 hours a day, 7 days a week. The hotline serves as the central reporting for all allegations of child abuse and neglect in Montana. The successful candidate will work in a typical call center environment providing support and assistance to field social workers by engaging in continuous quality improvement processes with supervisors to ensure that Centralized Intake is delivering appropriate information to ensure the safety of children, families, and workers.

Below are more detailed job duties:

  • Ensures compliance with CI policy, procedures, state and federal laws.

  • Monitors CI quality call handling, work volume and phone coverage.

  • Extracts call center data, formats and reviews data statistics.

  • Evaluates and ensures reports are accurately assessed, documented, and assigned to the field.

  • Plans, develops, and implements new procedures.

  • Handles difficult calls and provides direct phone coverage as necessary.

  • Ensures uninterrupted operation of the hotline and database system.

  • Provides clinical supervision to ensure decisions and actions are aligned with policies, laws, and best practices.

  • Trains staff on intake call procedures and documentation of neglect and abuse reports.

  • Provides mentoring, coaching, guidance, and support to staff.

  • Delegates work, assigns work shifts, or makes schedule changes as necessary.

  • Handles performance appraisals, hiring/interviewing, and constructive discipline.

  • Monitors phone calls and provides staff feedback to improve performance.

  • Provides staff assistance with interpreting or decision-making on difficult calls.

  • Participates with statewide meetings and work groups.

  • Community outreach and training with mandatory reporters.

  • May act as CI bureau chief upon request.

  • Knowledge of the practices and principles of social work.

  • Knowledge of the laws, rules, and regulations relating to protective services (child safety, permanency, and well-being).

  • Strong oral and written communication skills.

  • Exceptional customer service and interpersonal skills.

  • Excellent problem solving and decision making skills.

  • Ability to manage and coach staff on strengths and areas for improvement.

  • Ability to prioritize and handle multiple complex tasks.

  • Ability to operate a personal computer and general office equipment as necessary to complete the essential functions, including using spreadsheet, word processing, database, email, internet and other computer programs.

This position requires a minimum of one year direct supervisory experience applying common principles of supervision to include hiring, training, and improving employee performance. Applicants with less than one year supervisory experience may be considered for a training assignment.

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Minimum Qualifications:

  • Bachelor’s degree in social work, psychology, or related human services field.

  • Four years of human services experience working with children and families,

  • One year supervision experience is preferred.

  • Other combinations of directly related education and related experience may be considered on a case-by-case basis; however, a bachelor’s degree is required.

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*To be considered for this position, please submit the following materials online through the State of Montana Careers site:

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  • Cover Letter

  • Resume

  • 3 Professional References

  • Supplemental Questions:

o 1. How has your experience & education helped you to develop the skills necessary for working in the child protection field?

  1. How has your experience & education prepared you to supervise multiple employees, directing them to a common goal?

/(Please type responses in a Word document and attach to application. HELPFUL HINT: When attaching a document, you much check the “relevant document” box to ensure your attachments are uploading correctly to the specific application. Please do not attach more than requested. If you have more than 25 attachments in the system you will need to email these to: hhshumanresources@mt.gov. Failure to attach the required material will conclude in an incomplete application. You must also keep those relevant boxes checked once you submit your application; if you uncheck the box with an active application it will delete the attachment.)

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*The State of Montana offers a comprehensive benefits package, which includes:

• 15 paid vacation days

• 12 sick days

• 10 paid holidays a year*

To view State of Montana’s medical, dental, vision coverage, and other offerings, you can visit our Health Care and Benefits website at,https://benefits.mt.gov/.

This position will be open for 4 weeks following the posting date.

/To be considered for any DPHHS Agency position, applicants must complete and submit their application online, as well as upload any required application materials. Successful applicant(s) are required to successfully pass all DPHHS specific background check(s) relevant to each position./

Job: *Community/Social Services

Title: Centralized Intake Specialist Supervisor (00325)

Location: Helena

Requisition ID: 20142905

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