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ASP CACD SR. HOTLINE OPERATOR

The Arkansas State Police/Crimes Against Children Division (ASP/CACD) Senior Hotline Operator is responsible for the receipt, computerized input, initial determination of the validity of

Class Code:

T102C

Job Grade:

GS04

Special Job Requirements:

Functions as lead shift operator in the absence of a shift supervisor. Can expect to be assigned to any eight hour work period in a 24 hour day, and any five consecutive days in a seven day workweek, regardless of weekends or legal holidays.

Typical Functions:

Receives allegations of child abuse and enters information into the Children’s Reporting and Information System (CHRIS) and forwards the allegations to the appropriate agency, as established by state law, interagency agreement and protocol, for investigation. Interviews caller with questions related to the abuse allegation types in order to gather complete and accurate information resulting in a determination of further activity, in accordance with state law. Assists in Hotline Operator training for newly hired Operators. Makes computerized, facsimile, and telephonic notifications to various entities of allegations and information received. Processes multi-discipline team notification and sends to appropriate coordinators. Monitors call wait times and provides notification to appropriate supervisor. Communicates with the general public, law enforcement entities, elected officials, education personnel, medical personnel, and other mandated reporters to provide information. Performs other duties as assigned.

Knowledge, Abilities, and Skills:

Knowledge of state and federal laws, agency protocols and policies regarding child abuse issues and reporting and acceptance of allegations. Knowledge of communication skills, interviewing techniques, and factual documentation procedures. Knowledge of personal computers and Windows-based programs, including Childrens Reporting and Information System (CHRIS). Ability to understand and prepare written and oral information. Ability to apply laws, regulations, and protocols in the evaluation and determination of information received. Ability to input and extract data. Ability to communicate via telephone and in person. Ability to mentor newly hired operators. Ability to work independently of direct supervision.

Minimum Qualifications:

The formal education of an associate’s degree in psychology, sociology, criminal justice, or a related field; plus three years of State Police hotline or CACD investigator experience. Additional requirements determined by the agency for recruiting purposes require review and approval by the Office of Personnel Management. OTHER JOB RELATED EDUCATION AND/OR EXPERIENCE MAY BE SUBSTITUTED FOR ALL OR PART OF THESE BASIC REQUIREMENTS, EXCEPT FOR CERTIFICATION OR LICENSURE REQUIREMENTS, UPON APPROVAL OF THE QUALIFICATIONS REVIEW COMMITTEE.

Required Certificates:

None

Exempt:

N
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