ABUSE COUNSELOR - 60073881

About the role

This is professional work protecting children and vulnerable adults as a Team Member at the Florida Abuse Hotline. The employee(s) allocated to this class, assess allegations of abuse, neglect or abandonment of children, and abuse, neglect, or exploitation of vulnerable adults. The employee(s) will determine if the information meets statutory criteria for an investigation or referral to an appropriate agency.

Responsibilities

• Conduct thorough assessments via telephone and analyze information received electronically to assess for indicators of abuse, neglect, or abandonment of children and for indicators of abuse, neglect, or exploitation of vulnerable adults.
• Research appropriate information systems to determine prior history to assist in the safety and risk assessment of alleged victim(s).
• Enter reports in the appropriate information system.
• Assign cases to appropriate Department of Children and Families County units for investigation.
• Receive and refer, as appropriate, complaints against vendors, related licensed facilities, and department employees that may include human rights violations, inappropriate treatment, and inadequate services.
• Provide supportive assistance and referral services for persons in need.
• Maintain professional respect with field investigative staff, supervisors, and other adult and child protective service professionals in both public and private sectors.

Requirements

• A high school diploma or GED equivalent and four years of law enforcement experience or active military service (honorably discharged or status that current service reflects serving honorably); OR
• An associate degree or 60+ credit hours from an accredited college or university and two years of professional work experience (see examples below) or two years of law enforcement experience or active military service (honorably discharged or status that current service reflects serving honorably);
• An official letter from the college/university registrar or unofficial transcriptions with anticipated graduation dates and credits earned must be provided for all diploma/degree requirements.
• Proof of conferred degree such as official transcripts or copy of diploma/degree must be provided within 30 days of hire as a condition of employment.

Qualifications

• Demonstrated ability to communicate clearly and accurately, both orally and in written form.
• Ability to attend an approximate 4 – 9-week training course that could be scheduled during day, weekend, and evening hours. Training schedules may vary from actual working schedules based on business needs.

Knowledge, Skills, and Abilities

• Operate Under Stress: Make high-stakes decisions in chaotic environments.
• Stay Compassionate, Not Consumed: Keep your empathy and care for others. Don’t let other people’s pain or emotions take over your well-being.
• Work Independently & Within Systems: Self-motivated but also adherent to policy and chain of command.
• Recognize Patterns of Risk: Spot indicators of abuse or neglect through subtle behavioral cues
• Prioritize and Escalate: Quickly determine when intervention or immediate action is needed.
• Handle Sensitive Conversations: Talk respectfully with distressed adults, children, or professionals.
• Crisis De-escalation: Managing callers in emotional or volatile states.
• Active Listening & Interviewing: Extracting relevant information without leading or pressuring.
• Critical Thinking: Rapid synthesis of limited information to assess safety or urgency.
• Documentation: Accurately and neutrally recording facts in high-pressure situations while maintaining strict confidentiality in both written and verbal communications.
• Multi-Tasking: Handling case notes, systems, and calls simultaneously.
• Professional Communication: Clear, calm, and empathetic tone across varied populations.
• Techonological proficiency: Ability to utilize personal computer systems and associated applications, as well as learning how to navigate and utilize new systems when necessary.
• Flexibility & Availability: Ability to work a schedule that includes evening, night, and weekend hours. Ability to report to work during natural disasters as essential personnel.

Benefits

• The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.
• VETERANS’ PREFERENCE. Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans’ Preference will receive preference in employment for Career Service vacancies and are encouraged to apply. Certain service members may be eligible to receive waivers for postsecondary educational requirements. Candidates claiming Veterans’ Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code. Veterans’ Preference documentation requirements are available by clicking here. All documentation is due by the close of the vacancy announcement.