DCS INTAKE TEAM LEADER - CHILD ABUSE HOTLINE - DAVIDSON - 10132026-81768

Position located in Davidson County, TN (statewide assignment). Opening date 10/13/2026, closing 10/19/2026.

About the role

The DCS Intake Team Leader is the fourth level classification and the second level of leadership in the Child Abuse Hotline Series. A person in this classification is assigned to work in a crisis-oriented call center and provides supervision to a team of DCS Intake Associates*, DCS Intake Specialists*, and at least one DCS Intake Supervisor. This classification reports to a DCS Intake Team Coordinator. This class differs from the DCS Intake Supervisor in that the latter is responsible for supervisory work of lesser scope. This position requires a criminal background check.

Responsibilities

• Provides direct supervision to DCS Intake Specialists*, ensuring the accurate and timely handling of child abuse referrals, informational calls, and after-hours emergency coordination in accordance with policy and procedure.
• Resolves internal and external concerns related to intake decisions or customer service, provides real-time consultation on high-risk or complex cases, and serves as a subject matter expert for staff.
• Delivers ongoing coaching and training on interview techniques, intake protocols, policy updates, and supervisory practices to strengthen staff effectiveness and adaptability.
• Reviews incoming and reconsidered referrals to determine appropriate screening status, including critical screenings such as child death or preliminary near-death cases requiring executive notification.
• Monitors hotline system performance, database activity, and staff workloads, maintaining screening logs to track operational efficiency, identify trends, and inform improvements.
• Conducts NCIC background checks via TIES for emergency removals and assists with high call volume response, ensuring rapid alert and coordination with after-hours field staff.

Qualifications

Education and Experience: Graduation from an accredited college or university with a bachelor's degree. Experience equivalent to three years of full-time professional work providing child welfare services including, but not limited to, one or a combination of the following: social, psychological, or correctional counseling or case management; volunteer services coordination for a children's service program; and/or juvenile classification coordination including at least two years of supervisory/direct report performance management experience. Prior additional experience in call centers, crisis hotlines, or related area is preferred. OR Graduation from an accredited college or university with a master's degree in social work or a related behavioral science field with a child or family focus and experience equivalent to two years of full-time professional child welfare case work including, but not limited to, one or a combination of the following: social, psychological, or correctional counseling or case management; volunteer services coordination for a children's service program; and/or juvenile classification coordination including one year of supervisory/direct report performance management experience.

Necessary Special Qualifications: Applicants for this class must: Must be at least twenty-one (21) years of age on the date of application; Be a citizen of the United States; Possess a valid driver's license prior to and during employment; Have a good moral character, as determined by investigation; Complete a criminal history disclosure form in a manner approved by the appointing authority; Have no conviction for a felony; Agree to release all records involving their criminal history to the appointment authority; Supply a fingerprint sample in a manner prescribed by the TBI for a fingerprint based criminal history records check; Submit to and pass a pre-employment screening test for use of illegal drugs; Ability to manually type 40 wpm or higher; Ability to work remotely or physical office location. To work remotely, must have access to a private and confidential workspace and access to hardwired internet services; Ability to work nights, evenings, weekends and/or holidays as needed.

Competencies

• Drives Vision and Purpose
• Customer Focus
• Directs Work
• Situational Adaptability
• Builds