PROTECTIVE SERVICES HOTLINE SPECIALIST

Loudoun County is one of the fastest growing counties in the country, known for its excellent quality of life and strong economy while embracing its historic presence. Located 35 miles west of Washington DC, Loudoun County offers a diverse blend of cultural, recreational, and educational opportunities.

Loudoun County Family Services is seeking a dedicated, energetic, and established professional candidate for the Protective Services Hotline Unit, Family Services Specialist II position.

The successful candidate will join the Protective Services Hotline Unit in a diverse department that envisions better health, safety, and well-being for all. The Department supports individuals and families in the community to live their best lives while advocating for those most vulnerable and respecting their right to self-determination. This team consists of a CPS Supervisor, a Family Services Specialist Senior Worker, and four (4) Family Services Specialists. The successful candidate will be a part of a diverse department that envisions better health, safety, and well-being for all. The Department supports individuals and families in the community to live their best lives while advocating for those most vulnerable and respecting their right to self-determination.

This position provides high-quality customer services, receiving calls through the joint hotline for reporting suspected abuse or neglect of children and suspected abuse, neglect, or exploitation of persons 65 years and older or adults with disabilities. This work is multifaceted, as outlined in its core responsibilities:

• Screening of all calls and referrals.
• Validating and assessing referrals for assignment priority, classification, and response according to respective program policies.
• Assisting staff with policy interpretation relative to validation and response.
• Training new workers.
• Completing unit reports and statistics
• Providing validation determination to callers and mandated reporters.
• Educating the public about abuse and neglect of children and abuse, neglect or exploitation of persons 65 years and older or adults with disabilities.
• Documenting all information and referral calls and correspondences timely within the respective information systems.
• Performing on-call shifts and other duties as assigned to maintain the 24-hour operation and appropriate response to crisis.

The ideal candidate will possess:

• Knowledge of APS and CPS policies and procedures. 
• Knowledge of normal child development, the aging process, and family dynamics.
• Ability to type information into automated databases while conversing with callers over the phone.
• Ability to wear headsets for phone access.
• Ability to interview persons that walk in.
• Ability to provide excellent customer service.
• Demonstrated capacity to maintain case records, statistics, and other program information according to policies and regulations.
• Maintain referrals in accordance with state and local policy.
• Demonstrated capacity to listen well to receive and address complaints and concerns.
• Demonstrated capacity to reason and problem-solve complex matters.
• Demonstrated capacity to use critical thinking skills to assess family functioning to determine whether a child or older adult is at risk for abuse/neglect.

Hiring salary is commensurate with experience.

Bachelor's degree in Social Work, Psychology, Sociology, or directly related discipline and two (2) years' post-bachelor's degree professional child welfare or human/social services experience.

Preferred 

• Master's degree
• Fluency in Spanish

• Successful candidates must be available for duty beyond the normal workday, which includes nights, weekends, and holidays, as required to perform the functions of the position.
• This position is considered essential personnel and will require to report to work during times designated countywide as approved for unscheduled leave regardless of the emergency (e.g., weather, transportation, disaster).
• May be required to work and may be assigned to an alternate worksite(s) to carry out duties that support operational needs.

Pass pre-employment background checks to include criminal, credit, CPS, and DMV. Valid driver's license and good driving record (driving records may be reviewed annually for continued qualification).

Loudoun County Regular Full-time Employees are eligible for full benefits including but not limited to the following as a part of a total rewards package!

• Retirement from the Virginia Retirement System (VRS)
• Annual leave
• Sick leave
• Annual Paid Holidays
• Group Health Plan
• Group Life Insurance
• Exceptional Performance Recognition
• Credit Union Membership
• Employee Assistance Program (EAP)
• Education and Career Development