Position Description

Commonwealth of Pennsylvania
POSITION DESCRIPTION FOR JOB POSTING
Position Number: 00152790	Description Activated On: 10/20/2025 4:11:49 PM

Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively.

This position is located in the Office of Children, Youth and Families, Bureau of Policy, Programs and Operations, Division of Operations. The primary responsibilities of this position include receiving and processing reports of suspected child abuse and neglect from mandated and non-mandated reporters, providing them to the appropriate investigating agency and processing investigation outcomes. Investigating agencies include county children and youth agencies (CYA), regional offices of children, youth and families (OCYF), law enforcement, and licensing agencies.

This position is identified as essential. It supports a critical business function and when there is a declaration of an office closing, emergency or disaster, the incumbent may be required to participate/assist in those functions to aid the business continuity process. As such, the incumbent may be required to remain at or report to work at headquarters or an alternate site and be available or reachable by telephone during the recovery process.

Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor.

• Inform callers of their legal rights and responsibilities and explain that all referrals are treated confidentially
• Exhibit professionalism, empathy and compassion when dealing with emotional, anxious, or reluctant callers to alleviate their concerns regarding their suspected child abuse/neglect referral
• Interview callers to determine the nature and facts of the referral
• Search the statewide data base for previous referrals of child abuse/neglect
• Apply the Child Protective Services Law (CPSL), Rules and Regulations, and administrative policies to render referral related decisions
• Analyze and refer child abuse and/or neglect reports from mandated and non-mandated reporters to the appropriate investigative agency
• Review investigation outcomes for completeness and accuracy prior to final approval in the statewide database
• Assist callers in obtaining appropriate contact information for social service agencies
• Perform data entry of information while effectively communicating with the person providing the information
• Participate in special projects and assignments as directed
• Perform other related duties as assigned

Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature.

Staff use independent decision making skills in accordance with the CPSL and business procedures when processing reports and finalizing outcomes from Children and Youth Agency investigations. Complex issues are referred to supervisor or management for decision.

Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License

Experience:

Licenses, registrations, or certifications:

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3.   N/A

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6.   N/A

Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.

1.	Analyze/interpret referral information in accordance with state regulations, CPSL, and ChildLine policies and procedures
2.	Operate office equipment such as telephone, fax, printer, scanner, copier and computer
3.	Utilize proper conduct, speech and ethical behavior
4.	Must have the ability to speak in an audible tone and the ability to be heard clearly over the telephone
5.	Communicate effectively orally and in writing
6.	Utilize critical decision making skills
7.	Must have the ability to perform data entry of information being provided orally and in writing
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