Position Description

Commonwealth of Pennsylvania
POSITION DESCRIPTION FOR JOB POSTING
Position Number: 50308431	Description Activated On: 10/15/2025 11:23:58 AM

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 position is responsible for supervising ChildLine Caseworkers who receive referrals of suspected child abuse and neglect from mandated and non-mandated reporters and appropriately referring them to county children and youth agency (CYA) and/or law enforcement for investigation.
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.

• Establish performance standards and expectations; monitor employee performance; develop staff and provide staff recognition; provide constructive feedback, coach and discipline as needed; manage leave and attendance; select job candidates in accordance with Commonwealth policies; ensure fair and equitable treatment.
• Provide direction, guidance and inspiration to staff. Support qualities of cooperation, inclusiveness, expertise, cost effectiveness, initiative, creativity, customer service, dependability, ethical conduct, dedication, effective staff and technology utilization, recognition and support. Facilitate positive change.
• Apply the Child Protective Services Law (CPSL), Rules and Regulations, and administrative policies to render decisions.
• Ensure adequate staffing to meet the daily ChildLine work load.
• Share information with staff, to include but not limited too; policy changes, procedure changes, guidelines, and management expectations.
• Assist in establishing, recommending and enforcing new or changed policies, procedures, work improvements, and quality assurance policies.
• Identify, develop and conduct staff training. Assist in identifying CYA training needs.
• Serve as the subject matter expert in representing ChildLine in the development of business procedures or system enhancements. Serve as the lead on proposed projects that affect ChildLine.
• Provide technical assistance to staff to ensure they can adequately handle reports of suspected child abuse and/or neglect to enable staff to respond to questions from professionals and the public.
• Provide on call consultation when no supervisor is available on site.
• Utilize critical thinking skills to assess and evaluate situations in order to make informed decisions.
• Effectively communicate verbally and in writing.
• Research questions and concerns and draft management responses adhering to program procedures and laws.
• Review and recommend suggestions to assist in the creation of materials to enhance public awareness of the nature and extent of child abuse and neglect.
• 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.

Decisions are made with considerable independence, including but not limited to; the application of business procedures, recruitment and selection of new staff, managing unit operations, and providing input for system enhancements. Refer complex issues potentially receiving public or media scrutiny, with recommended solutions, to the ChildLine Hotline Manager and/or Division Director for resolution.

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

1.	Analyze and interpret referral information, CPSL and regulations.
2.	Operate office equipment such as 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 while effectively communicating with the person providing the information.
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