DCS INTAKE TEAM LEADER - CHILD ABUSE HOTLINE - DAVIDSON - 10132026-81768

State of Tennessee Job Information

LOCATION OF (1) POSITION(S) TO BE FILLED: DEPARTMENT OF CHILDREN'S SERVICES, DAVIDSON COUNTY

This is a DCS Intake Team Leader position with the Child Abuse Hotline that sits in Davidson County/ Statewide

This position requires a criminal background check. Therefore, you may be required to provide information about your criminal history in order to be considered for this position.

Education and Experience: Graduation from an accredited college or university with a bachelor's degree. Experience equivalent to three years of full-time professional work providing child welfare services including, but not limited to, one or a combination of the following: social, psychological, or correctional counseling or case management; volunteer services coordination for a children's service program; and/or juvenile classification coordination including at least two years of supervisory/direct report performance management experience. Prior additional experience in call centers, crisis hotlines, or related area is preferred.

OR

Graduation from an accredited college or university with a master's degree in social work or a related behavioral science field with a child or family focus and experience equivalent to two years of full-time professional child welfare case work including, but not limited to, one or a combination of the following: social, psychological, or correctional counseling or case management; volunteer services coordination for a children's service program; and/or juvenile classification coordination including one year of supervisory/direct report performance management experience.

Necessary Special Qualifications: Applicants for this class must:

1. Must be at least twenty-one (21) years of age on the date of application;
2. Be a citizen of the United States;
3. Possess a valid driver's license prior to and during employment;
4. Have a good moral character, as determined by investigation;
5. Complete a criminal history disclosure form in a manner approved by the appointing authority; 
6. Have no conviction for a felony;
7. Agree to release all records involving their criminal history to the appointment authority;
8. Supply a fingerprint sample in a manner prescribed by the TBI for a fingerprint based criminal history records check;
9. Submit to and pass a pre-employment screening test for use of illegal drugs;
10. Ability to manually type 40 wpm or higher;
11. Ability to work remotely or physical office location. To work remotely, must have access to a private and confidential workspace and access to hardwired internet services;
12. Ability to work nights, evenings, weekends and/or holidays as needed.

The DCS Intake Team Leader is the fourth level classification and the second level of leadership in the Child Abuse Hotline Series. A person in this classification is assigned to work in a crisis-oriented call center and provides supervision to a team of DCS Intake Associates*, DCS Intake Specialists*, and at least one DCS Intake Supervisor. This classification reports to a DCS Intake Team Coordinator. This class differs from the DCS Intake Supervisor in that the latter is responsible for supervisory work of lesser scope.

1. Provides direct supervision to DCS Intake Specialists*, ensuring the accurate and timely handling of child abuse referrals, informational calls, and after-hours emergency coordination in accordance with policy and procedure.
2. Resolves internal and external concerns related to intake decisions or customer service, provide real-time consultation on high-risk or complex cases, and serve as a subject matter expert for staff.
3. Delivers ongoing coaching and training on interview techniques, intake protocols, policy updates, and supervisory practices to strengthen staff effectiveness and adaptability.
4. Reviews incoming and reconsidered referrals to determine appropriate screening status, including critical screenings such as child death or preliminary near-death cases requiring executive notification.
5. Monitors hotline system performance, database activity, and staff workloads, maintaining screening logs to track operational efficiency, identify trends, and inform improvements.
6. Conducts NCIC background checks via TIES for emergency removals and assist with high call volume response, ensuring rapid alert and coordination with after-hours field staff.

Competencies:

1. Drives Vision and Purpose 
2. Customer Focus
3. Directs Work
4. Situational Adaptability 
5. Builds Effective Teams

Knowledge:

1. Administration and Management 
2. Public Safety and Security

Skills:

1. Critical Thinking 
2. Monitoring
3. Writing
4. Reading Comprehension
5. Management of Personnel Resources

Abilities:

1. Deductive Reasoning
2. Inductive Reasoning 
3. Written Comprehension
4. Speech Clarity 
5. Speech Recognition

1. Laptops/Computer Accessories (keyboard, mouse, monitor)
2. Headsets (for phone calls)
3. General Office Equipment