ChildLine Caseworker

The ChildLine Caseworker position with the Office of Children, Youth and Families allows you to make a positive difference in the lives of children and families. You will help guide callers through difficult situations while providing calm, clear support. This role lets you build strong communication and decision-making skills in a fast-paced environment. Be part of a team committed to protecting children and strengthening communities!

This position receives and processes reports of suspected child abuse and neglect while supporting callers and ensuring information reaches the correct investigative agency. As a ChildLine Caseworker, you will perform the following duties:

• Explain Rights: Inform callers of legal rights and responsibilities and explain confidentiality
• Support Callers: Show empathy and professionalism when assisting emotional or hesitant callers
• Gather Information: Interview callers to identify important facts and determine the nature of each referral
• Database Review: Search the statewide database for previous reports related to the child or family
• Referral Decisions: Apply laws and policies to analyze reports and send them to the correct agency
• Outcome Review: Check investigation outcomes for accuracy and completeness before final approval

Work Schedule and Additional Information:

• Full-time employment, 37.5 hours per week
• 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
  • 12:00 PM to 8:00 PM
  • 3:00 PM to 11:00 PM
  • 5:00 PM to 1:00 AM
• You may have an opportunity to bid into these shifts as positions become available, based on seniority:
  • 7:00 AM to 3:00 PM
  • 8:00 AM to 4:00 PM
  • 9:00 AM to 5:00 PM
• Due to operational demands, there are opportunities for voluntary overtime. Any remaining overtime needs will result in mandated overtime. Mandated overtime can be scheduled any time outside of your regularly scheduled shift, including break days and holidays. Incumbents in this position should expect to work overtime on a weekly basis, averaging 10 hours per week.
• Training hours will mostly be 8:00 AM to 4:00 PM, but will consist of other shifts as needed. Training typically lasts three months.
• ChildLine is located at 2525 North 7th Street, Harrisburg, PA 17110. This is the only work location in the Commonwealth for this position.
• Telework: You may have the opportunity to work from home (telework) part-time up to 2 days per week. In order to telework, you must have a securely configured high-speed internet connection and work from an approved location inside Pennsylvania. If you are unable to telework, you will have the option to report to the headquarters office in Harrisburg. An employee's work from home location must be within reasonable travel distance to headquarters, as you will be expected to travel to the office with or without advanced notice. The ability to telework is subject to change at any time. Additional details may be provided during the interview.
• Salary: Selected candidates who are new to employment with the Commonwealth of Pennsylvania will begin employment at the starting annual salary of $53,008.00 (before taxes).
• You will receive further communication regarding this position via email. Check your email, including spam/junk folders, for these notices.

QUALIFICATIONS

Minimum Experience and Training Requirements:

• A bachelor's degree; or
• An equivalent combination of experience and training.
• Applicants will be considered to have met the educational requirements once they are within 3 months of graduating with a qualifying degree.

Other Requirements:

• You must meet the PA residency requirement. For more information on ways to meet PA residency requirements, follow the link and click on Residency Guidelines.
• You must be able to perform essential job functions.

Legal Requirement:

• This position falls under the provisions of the Child Protective Services Law.
  • 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.

• Resumes, cover letters, and similar documents will not be reviewed, and the information contained therein will not be considered for the purposes of determining your eligibility for the position. Information to support your eligibility for the position must be provided on the application (i.e., relevant, detailed experience/education).
• If you are claiming education in your answers to the supplemental application questions, you must attach a copy of your college transcripts for your claim to be accepted toward meeting the minimum requirements. Unofficial transcripts are acceptable.
• Your application must be submitted by the posting closing date. Late applications and other required materials will not be accepted.
• Failure to comply with the above application requirements may eliminate you from consideration for this position.
• All application materials and interview responses must reflect the applicant's own experience, qualifications, and work. Applicants may use generative AI tools for preparation purposes only. Use of AI to misrepresent or falsify information, or to assist during interviews, is not permitted. Review the Guidance for Generative AI Tools & Job Seekers for additional information.

Veterans:

• Pennsylvania law (51 Pa. C.S. *7103) provides employment preference for qualified veterans for appointment to many state and local government jobs. To learn more about employment preferences for veterans, go to www.pa.gov/agencies/employment/how-to-apply.html and click on Veterans.

Telecommunications Relay Service (TRS):

• 711 (hearing and speech disabilities or other individuals).

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.

• Completing the application, including all supplemental questions, serves as your exam for this position. No additional exam is required at a test center (also referred to as a written exam).
• Your score is based on the detailed information you provide on your application and in response to the supplemental questions.
• Your score is valid for this specific posting only.
• You must provide complete and accurate information or:
  • your score may be lower than deserved.
  • you may be disqualified.
• You may only apply/test once for this posting.
• Your results will be provided via email.