DCS PROGRAM COORDINATOR - CUSTOMER RELATIONS - DAVIDSON - 79720

Location: Nashville, TN (Davidson County) – Department of Children's Services, Central Office Communications division.

This is a full-time position requiring a criminal background check, including fingerprinting and a pre-employment drug screening.

About the Role

The Customer Relations Program Coordinator performs professional administrative and consultative work for the Tennessee Department of Children’s Services. This role serves as the primary point of contact for parents, relatives, foster and adoptive parents, community advocates, members of the public, and other stakeholders with questions or concerns about DCS programs and services. The position receives and evaluates inquiries and complaints, reviews relevant information and departmental records, explains DCS policies and procedures, and collaborates with regional, program, and executive leadership to facilitate timely and appropriate responses. The Customer Relations Hotline operates Monday through Friday from 8:00 a.m. to 4:30 p.m. Central Time.

Responsibilities

• Receive and respond to inquiries and complaints submitted by telephone, email, online referral, or through department leadership.
• Listen carefully to customer concerns, ask appropriate follow-up questions, and review system records and prior correspondence to understand the inquiry.
• Coordinate with regional staff, program areas, legal counsel, and leadership to facilitate a complete response.
• Provide clear and accurate information regarding DCS programs, policies, and procedures.
• Use de-escalation and conflict resolution skills when communicating with individuals.

Requirements

• Must be at least twenty-one (21) years of age on the date of application.
• Must be a citizen of the United States.
• Must possess a valid driver’s license prior to and during employment and meet State of Tennessee driver standards:
  • No DUI, reckless driving, or license suspension for moving violations in the past five years.
  • No more than 4 moving violations in the past five years.
• Must have a good moral character, as determined by investigation.
• Must complete a criminal history disclosure form and agree to release all records involving criminal history to the appointing authority.
• Must supply a fingerprint sample for a criminal history records check.
• Must have no conviction for a felony.
• Must submit to and pass a pre-employment screening test for use of illegal drugs.

Qualifications

Education and Experience: Graduation from an accredited college or university with a bachelor’s degree and experience equivalent to four years of professional work in one or a combination of the following: counseling or case management services, or program evaluations of counseling or case management services. Three of these four years must involve providing services to children and/or juveniles.

Substitution of Education for Experience: Graduate coursework in social work, criminal justice, psychology, sociology, human services, and/or child development may substitute for the required experience on a year-for-year basis (e.g., 36 graduate quarter hours may substitute for one year of experience), to a maximum of one year. No substitution is allowed for the required three years of children’s services work.

Substitution of Experience for Education: Experience equivalent to one year as a DCS Program Specialist or a DCS Case Manager 3 with the State of Tennessee may substitute for one year of the required education.

Skills

• Time Management
• Critical Thinking
• Instructing
• Judgment and Decision Making
• Operations Analysis
• Customer and Personal Service
• English Language
• Law and Government
• Public Safety and Security

Competencies

• Decision Quality
• Manages Complexity
• Action Oriented
• Organizational Savvy
• Nimble Learning

Abilities

• Deductive Reasoning
• Inductive Reasoning
• Problem Sensitivity
• Information Ordering

Tools & Equipment

• Office Equipment
• Computer
• Mobile Phone

Pay

Monthly: $4,562.00 - $5,694.00
Annual: $54,744.00 - $68,328.00

Schedule

Full-time, Monday through Friday, 8:00 a.m. to 4:30 p.m. Central Time.