Childline Caseworker

THE POSITION

Start a rewarding career by making a difference in the lives of Pennsylvania's children! The Office of Children, Youth, and Families is seeking a compassionate and hardworking Childline Caseworker to join our team in the Division of Operations. By processing reports of child abuse and neglect received via telephone, you will help us continue to promote the safety and welfare of children. Apply today to become part of a diverse network that supports and strengthens families in Pennsylvania!

DESCRIPTION OF WORK

As a ChildLine Caseworker, you will work in a fast-paced, high-volume environment where calls are received back-to-back with very little downtime. You will be responsible for receiving and processing reports of suspected child abuse and neglect from both mandated and non-mandated reporters via telephone. While actively interviewing callers to gather the nature and facts of each referral, you must demonstrate professionalism, empathy, and compassion-especially when assisting emotional, anxious, or hesitant callers.

This role requires strong multitasking skills, as you will be typing detailed reports, documenting critical information, and asking clarifying charting questions while simultaneously listening and guiding the conversation. You will inform callers of their legal rights, search the statewide database for prior referrals, and connect individuals with relevant social service resources when needed.

After each call, you will quickly analyze the information provided and determine the appropriate investigative agency for referral. You will also review investigation outcomes for completeness and accuracy prior to final approval in the statewide database. This position demands focus, resilience, and the ability to manage rapid-fire calls while maintaining accuracy and compassion in every interaction.

Interested in learning more? Additional details regarding this position can be found in the position description .

Work Schedule and Additional Information :

• Full-time employment
• Hotline coverage is ensured through shift work on a 24 / 7 basis. Shifts are determined based on seniority and are subject to change based on operational needs. The current available shifts being offered are as follows and can have varying break days that may be any two consecutive days within the seven-day period :

12 : 00 AM to 8 : 00 AM

7 : 00 AM to 3 : 00 PM

REQUIRED EXPERIENCE, TRAINING & ELIGIBILITY

QUALIFICATIONS

Minimum Experience and Training Requirements :

Other Requirements :

Legal Requirements :

Under the Law, a conditional offer of employment will require submission and approval of satisfactory criminal history reports including, but not limited to, PA State Police clearance, PA Child Abuse history clearance, and FBI Fingerprint clearance.

How to Apply :

Veterans :

Telecommunications Relay Service (TRS) :

If you are contacted for an interview and need accommodations due to a disability, please discuss your request for accommodations with the interviewer in advance of your interview date.

The Commonwealth is an equal employment opportunity employer and is committed to a diverse workforce. The Commonwealth values inclusion as we seek to recruit, develop, and retain the most qualified people to serve the citizens of Pennsylvania. The Commonwealth does not discriminate on the basis of race, color, religious creed, ancestry, union membership, age, gender, sexual orientation, gender identity or expression, national origin, AIDS or HIV status, disability, or any other categories protected by applicable federal or state law. All diverse candidates are encouraged to apply.

EXAMINATION INFORMATION

your score may be lower than deserved.