CALL CENTER FLOOR SUPERVISOR

Position Overview

The Illinois Department of Children and Family Services is seeking an organized, professional, and results oriented individual to serve as State Central Register Call Center Supervisor.  Under administrative direction, this position will oversee a staff of child welfare professionals who provide coverage of a 24 hour a day/7 day per week hotline for the reporting of child abuse and neglect.  This position evaluates and approves reports of calls received and approves or disapproves requests from hospitals and physicians for permission to provide medical treatment to youth in care.  Being a State Central Register Call Center Supervisor gives you the opportunity to lead a team devoted to protecting the most vulnerable among us.  DCFS offers a competitive salary plan, excellent benefits, and a pension program.  The ideal candidate for this position will have excellent organizational skills, leadership capabilities, and the ability to multi-task.  We invite all qualified applicants to apply to join our innovative team to help make a difference in the lives of children and families.

Essential Functions

• As State Central Register Call Center Supervisor, directs the operations of the State Central Register Call Center for assigned shift.
• Serves as full line supervisor
• Establishes and implements an SCR-based program of staff development and training for subordinate staff. 
• Evaluates and approves reports of calls received
• Attends and provides input into supervisory and administrative staff meetings to discuss and recommend policy and procedure changes
• Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above

Minimum Requirements

• Requires a master’s degree in social work or a related human services field (child, family, and community services, early childhood development, guidance and counseling, home economics-child and family services, human service administration, human services marriage and family therapy, master of divinity, mental health counseling, pastoral care, pastoral counseling, psychiatry, psychiatric nursing, psychology, public administration, rehabilitation counseling, social science, social services, or sociology) from a recognized college or university
• Requires three years of progressively responsible administrative child welfare experience with an MSW OR four years of progressively responsible administrative child welfare experience with a master’s degree in a related human services field

Preferred Qualifications

• Prefers 2 years of supervisory experience leading a team of professional staff
• Prefers 2 years of professional experience evaluating program and personnel performance
• Prefers 2 years of professional experience working in a call center environment
• Prefers 2 years of professional experience working in a 24 hour/7 day per week operation
• Prefers 2 years of professional experience conducting quality review
• Prefers 2 years of professional experience conducting staff training
• Prefers 2 years of professional experience in multi-tasking with multiple system applications

Conditions of Employment

• Requires completion of a background check and self-disclosure of criminal history
• Requires the ability to travel in the performance of duties, with overnight stays as appropriate
• The conditions of employment listed here are incorporated and related to any of the job duties as listed in the job description