DCS INTAKE TEAM LEADER - CHILD ABUSE HOTLINE - STATEWIDE - 09222026-81131

About the role

This is a DCS Intake Team Leader for the Child Abuse Hotline in the Statewide Services Child Investigative and Referral Unit. The position is located in Davidson County but may sit in any county across the state. Possible work locations include Dresden, TN; Jackson, TN; Memphis, TN; Nashville, TN; Clarksville, TN; Murfreesboro, TN; Columbia, TN; Cookeville, TN; Chattanooga, TN; Oak Ridge, TN; Knoxville, TN; Maryville, TN; Johnson City, TN. The role requires a criminal background check and involves supervising a team of DCS Intake Associates, DCS Intake Specialists, and at least one DCS Intake Supervisor, reporting to a DCS Intake Team Coordinator.

Responsibilities

• Provides direct supervision to DCS Intake Specialists, ensuring accurate and timely handling of child abuse referrals, informational calls, and after-hours emergency coordination per policy.
• 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.

Requirements

Education and Experience: Either:

• Bachelor’s degree from an accredited college/university plus three years of full‑time professional child welfare experience (social, psychological, or correctional counseling/case management; volunteer services coordination for a children’s service program; juvenile classification coordination) including at least two years of supervisory/direct‑report performance management. Prior call‑center, crisis hotline, or related experience preferred.
• OR Master’s degree in social work or related behavioral science with child/family focus plus two years of full‑time professional child welfare case work (same experience areas) including one year of supervisory/direct‑report performance management.

Necessary Special Qualifications:

• At least 21 years of age on application date.
• U.S. citizen.
• Valid driver’s license prior to and during employment.
• Good moral character as determined by investigation.
• Complete criminal history disclosure form per appointing authority.
• No felony conviction.
• Agree to release all criminal‑history records to appointing authority.
• Provide fingerprint sample for TBI‑based criminal history check.
• Pass pre‑employment screening for illegal drug use.
• Ability to manually type 40 wpm or higher.
• Ability to work remotely or in a physical office; remote work requires private confidential workspace and hardwired internet.
• Ability to work nights, evenings, weekends, and/or holidays as needed.

Skills

Competencies (KSA’s):

• Drives Vision and Purpose
• Customer Focus
• Directs Work
• Situational Adaptability
• Builds Effective Teams
• Knowledge: Administration and Management; Public Safety and Security
• Skills: Critical Thinking; Monitoring; Writing; Reading Comprehension; Management of Personnel Resources
• Abilities: Deductive Reasoning; Inductive Reasoning; Written Comprehension; Speech Clarity; Speech Recognition
• Tools & Equipment: Laptops/Computer Accessories (keyboard, mouse, monitor); Headsets (for phone calls); General Office Equipment

Pay

Salary (Monthly): $4,057.00 – $5,078.00
Salary (Annually): $48,684.00 – $60,936.00

Schedule

Ability to work nights,