Call Center Floor Supervisor

Essential Functions

• As State Central Register Call Center Supervisor, directs the operations of the State Central Register Call Center for assigned shift.
• Serves as full line supervisor
• Establishes and implements an SCR-based program of staff development and training for subordinate staff. 
• Evaluates and approves reports of calls received
• Attends and provides input into supervisory and administrative staff meetings to discuss and recommend policy and procedure changes
• Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above

Minimum Qualifications

• Requires a master’s degree in social work or a related human services field (child, family, and community services, criminal justice, criminal justice administration, early childhood development, early childhood education, elementary education, guidance and counseling, home economics-child and family services, human service administration, human services marriage and family therapy, law enforcement, master of divinity, mental health counseling, pastoral care, pastoral counseling, psychiatry, psychiatric nursing, psychology, public administration, rehabilitation counseling, secondary education, social science, social services, sociology, and special education) from a recognized college or university.
• Requires three years of progressively responsible administrative child welfare experience with an MSW OR four years of progressively responsible administrative child welfare experience with a master’s degree in a related human services field.

Preferred Qualifications

• Prefers 2 years of supervisory experience leading a team of professional staff.

• Prefers professional experience evaluating program and personnel performance.

• Prefers 2 years of professional experience working in a call center environment.
• Prefers professional experience working in a 24 hour/7 day per week operation. 
• Prefers professional experience conducting quality review.
• Prefers professional experience conducting staff training. 
• Prefers professional experience in multi-tasking with multiple system applications. 

Conditions of Employment

• Requires a valid driver’s license and ability to travel

• Requires ability to pass a background check

• The conditions of employment listed here are incorporated and related to any of the job duties as listed in the job description

About the Agency

DCFS is deeply committed to the welfare and protection of children. Our goal is to protect children by strengthening and supporting families. In every effort, from receiving hotline calls to reaching family reunification or foster care and adoption, children and families are our focus.

As a State of Illinois Employee, you will receive a robust benefit package that includes the following:

• A Pension Program
• Competitive Group Insurance Benefits including Health, Life, Dental and Vision Insurance
• 3 Paid Personal Business Days annually
• 12 Paid Sick Days annually (Sick days carry over from year to year)
• 10-25 Days of Paid Vacation time annually - (10 days in year one of employment)
  • Personal, Sick, & Vacation rates modified for 12-hour & part-time work schedules (as applicable)
• 13 Paid Holidays annually, 14 on even numbered years
• Flexible Work Schedules (when available dependent upon position)
• 12 Weeks Paid Parental Leave
• Deferred Compensation Program - A supplemental retirement plan
• Optional Pre-Tax Programs such as Medical Care Assistance Plan (MCAP), Dependent Care Assistance Plan (DCAP)
• Federal Public Service Loan Forgiveness Program eligibility
• GI Bill® Training/Apprenticeship Benefits eligibility for qualifying Veterans
• 5% Salary Differential for Bilingual Positions
• Commuter Savings Program (Chicago only)

For more information about our benefits please follow this link: https://www2.illinois.gov/cms/benefits/Pages/default.aspx