JOB TITLE: CHILDLINE SUPERVISOR

JOB CODE: 40020

SERIES NATURE OF WORK: The ChildLine job series describes work facilitating the reporting of suspected child abuse and neglect in the commonwealth.

DEFINITION: This is professional supervisory work overseeing staff who receive, analyze, and process reports of suspected child abuse and neglect for Pennsylvania’s mandated child protective services program.

An employee in this job supervises ChildLine Caseworkers who receive phone calls and written reports of suspected child abuse and neglect and transmit the reports to the appropriate investigative agency. Work involves reviewing entries in the ChildLine reporting system to ensure all referrals of suspected child abuse are correctly documented, analyzed, and routed to the appropriate investigative agency. Work includes developing evaluating, and revising operating procedures and methods for maintaining ChildLine files; coordinating child abuse program information and activities with county Child Protective Services Law (CPSL) organizations, county children and youth service agencies, and the Office of Children, Youth and Families (OCYF) regional offices; staffing the ChildLine hotline for coverage 24 hours a day, seven days a week; and program compliance with CPSL and ChildLine policies and procedures. Work is performed independently under the general direction of an administrative supervisor and is reviewed for conformance to departmental policies and program objectives through conferences, reports, and results attained.

   DISTINGUISHING CHARACTERISTICS:

     • Work at this level is distinguished from the lower level by the responsibility for supervising ChildLine Caseworker positions or positions at a comparable level.

EXAMPLES OF WORK: (NOTE: The examples of work are representative of the work, but every position classified to this job may not perform all examples of work listed. Conversely, this is not an all-inclusive list of work examples.)

• Supervises ChildLine Caseworkers who interview callers and receive referrals of suspected child abuse and neglect from mandated reporters and concerned citizens.

• Ensures referrals are routed to the appropriate county children and youth agencies or OCYF regional offices, law enforcement office, and other applicable agencies for investigation.

• Provides oversight, direction, technical guidance, and training to ChildLine Caseworkers and promotes a professional culture for gathering information and maintaining confidentiality.

• Reviews entries in the ChildLine reporting system to ensure clarity, completeness, and compliance with CPSL requirements.

• Schedules staff assignments, ensures adequate ChildLine coverage and incident management, and provides after-hours consultation to staff on duty.

• Develops statistical and narrative reports related to the utilization of the ChildLine reporting system.

• Develops, revises, and monitors operating procedures and methods for storing and retrieving child abuse case information.

• Coordinates child abuse program information and activities with county and regional OCYF agencies.

• Assists in departmental efforts to educate and gain public support for the reduction of child abuse by participating in meetings, conferences, and training programs.

• Directs and participates in special projects as assigned by a higher-level administrator.

• Responds to inquiries regarding CPSL policies and compliance issues or refers the inquirer to an administrative supervisor for resolution.

• Performs the full range of supervisory duties.

• Employees in this class may participate in the performance of their subordinates work consistent with operational or organizational requirements.

• Performs related duties as required.

ENTRY LEVEL KNOWLEDGES, SKILLS, AND ABILITIES:

• Knowledge of social casework principles and methods.

• Knowledge of social and economic problems which influence human behavior.

• Knowledge of the use and functionality of Microsoft Office Suite software.

• Ability to analyze and interpret laws, policies, procedures, and regulations

• Ability to establish and maintain effective working relationships.

• Ability to communicate effectively orally.

• Ability to communicate effectively in writing.

MINIMUM EXPERIENCE AND TRAINING: (NOTE: Based on the Entry Level Knowledges, Skills, and Abilities)

• One year of experience as a ChildLine Caseworker (commonwealth title);

or

• One year of professional experience in the development, implementation, or evaluation of a human services or social services program, and a bachelor’s degree;

or

• Four years of paraprofessional experience in human services or social services work, and one year of professional experience in the development, implementation, or evaluation of a human services or social services program.

or

• An equivalent combination of experience and training.