JOB TITLE: CHILDLINE MANAGER

JOB CODE: 40025

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 managerial work overseeing the reporting of suspected child abuse and neglect in the commonwealth.

An employee in this job manages the statewide child protective services program and operations of the centralized ChildLine reporting system to prevent and reduce child abuse and neglect in the commonwealth. Work involves managing staff who receive, evaluate, and categorize information regarding suspected child abuse and neglect; ensuring that ChildLine operations are in compliance with Child Protective Services Law (CPSL); developing and monitoring operating policies, procedures, methods, and automated systems for storing and retrieving child abuse referral and case information; and ensuring that all ChildLine referrals are maintained and expunged in accordance with established policies, procedures, and the CPSL. Work also involves referring suspected child abuse and neglect information to investigating agencies; referring reporters to appropriate social service agencies for issues unrelated to suspected abuse or neglect; and performing Federal Bureau of Investigation background check and child abuse clearance processes. An important aspect of this work involves reviewing and transmitting concerns and complaints regarding the performance of county children and youth service (CYS) agencies to the appropriate governmental authorities. Supervision is exercised over ChildLine Supervisors and administrative staff. Work is performed under the general supervision of a program administrator and is reviewed through conferences and reports.

   DISTINGUISHING CHARACTERISTICS:

     • Work is differentiated from the lower-level job by the responsibility for supervising ChildLine Supervisors and administrative staff engaged in the statewide child protective services program.

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.)

• Oversees the retention, confidentiality, and expunction of child abuse case information.

• Develops goals and objectives for greater efficiency and responsiveness in answering and referring alleged child abuse and neglect information to the appropriate agencies for further investigation.

• Manages the development and delivery of ChildLine staff training on the provisions of the CPSL and other applicable regulations through meetings, training programs, and the development and implementation of program policies and procedures.

• Manages the workload of ChildLine staff and ensures adequate phone coverage in alignment with call volume and program related trends.

• Provides policy and procedure clarification to staff through meetings on the application of the CPSL to ChildLine operations.

• Verifies the accuracy and functionality of business requirement changes, test case scenarios, and enhancements to automated ChildLine systems through participation in system testing processes.

• Evaluates the coordination of ChildLine child abuse information and activities with county CYS agencies and the Office of Children, Youth and Families regional program offices to achieve greater accuracy, efficiency, and effectiveness.

• Leads meetings, conferences, and training programs related to ChildLine operations, child abuse, and neglect.

• Prepares statistical and narrative reports and informational materials on ChildLine operations for staff and a wide variety of stakeholders.

• Performs the full range of supervisory duties.

• The employee in this job may participate in the performance of subordinates’ work consistent with operational or organizational requirements.

• Performs other related work as required.

ENTRY LEVEL KNOWLEDGES, SKILLS, AND ABILITIES:

• Knowledge of the functions and objectives of human services programs.

• Knowledge of the laws and regulations governing human services programs.

• Knowledge of available resources for providers of human services programs.

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

• Knowledge of interviewing techniques to gather and verify information.

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

• Knowledge of the principles and practices of employee supervision.

• Ability to read and interpret written documents.

• 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)

• Two years as a ChildLine Supervisor (commonwealth title);

or

• Three years of professional experience in the development, implementation, or evaluation of a human services program, which includes two years of supervisory experience; and a bachelor’s degree;

or

• An equivalent combination of experience and training, which includes two years of supervisory experience in a human services program.