Telephone Case Screener

Job Type

Full Time


Details: 19.23 per hour/35 hours a week




53 Parker Hill Avenue
United States


JOB OVERVIEW Under the supervision of the Clinical Case Supervisor and according to Department of Social Services (DSS) and Child-at-Risk Hotline policy, it is the responsibility of the Telephone Case Screener to gather data from callers, assess callers’ needs, and implement appropriate program response. The Telephone Case Screener is responsible for completing detailed, accurate, thorough case reports, internal logs, and memoranda. The Telephone Case Screener must also enter detailed, accurate, and important information in the DSS database, facilitate DSS interventions, and coordinate DSS requests and situations. The Telephone Case Screener is also responsible for providing information and referral to callers and assisting callers as needed through use of crisis intervention and de-escalation techniques. The Telephone Case Screener regularly works evenings, overnight shifts, weekends, holidays, and during inclimate weather, as required by program policies.


• Under supervision of the Clinical Case Supervisor, gathers data from callers, assesses callers’ needs, and implements appropriate program response based upon documented protocol.

• According to DSS procedure, gathers detailed, accurate, and thorough case information from callers and relays this information to a supervisor via telephone or in person.

• Completes detailed, accurate, and thorough child protection case reports from callers and enters them into the DSS database.

• Performs accurate searches for consumers in the DSS database and creates new consumers in the DSS database according to department guidelines.

• Facilitates emergency DSS interventions by conveying detailed, important information to DSS personnel with accuracy and speed.

• Coordinates DSS case requests or situations and completes accurate, thorough memoranda to DSS.

• Gathers detailed, accurate, follow up information regarding cases while on shift according to department guidelines.

• Recommends appropriate services and provides information and referral assistance to callers based upon documented resources.

• Gathers case management information from the DSS database and conveys information to appropriate persons according to DSS and program confidentiality guidelines.

• Maintains non-judgmental, non-confrontational, and professional demeanor with callers at all times.

• Completes accurate and thorough internal records such as daily computer logs, case logs, runaway list, memo log, alert log as required for service delivery and documentation according to department guidelines.

• Assists callers under stress through use of crisis intervention and crisis de-escalation techniques according to department guidelines.

• Participates in individual one-on-one supervision with a supervisor.

• Attends general staff and in-service training meetings as necessary and directed.

• Arrives to scheduled shift on time and works evenings, overnight shifts, weekends, holidays, and during inclement weather, as required by program policies.

  • The Hotline is open 24 hours a day, 7 days a week, 365 days a year as such candidates need to be prepared to work evenings, overnights, weekend, holidays and inclement weather

• Performs other duties as assigned.

  • Full time hours only


• Bachelor’s degree required, preferably with a human service major. • One year of work with children/families preferred. • Experience with hotline-type service preferred. • Strong written and oral communication skills. • Flexibility to work nights, weekends, holidays, and in inclimate weather as required by program procedures. • Must be computer literate. • Fluency in Spanish preferred. • Meets JBCC CORI requirements. • Meets DSS requirements to utilize DSS database. spanish speaking is preferred

Professional Level

Entry level

Minimum Education Required

4-year degree

How To Apply

Please refer to

No Phone Calls Please JBCC is an EEO/AA employer