Childline Caseworker na Commonwealth of Pennsylvania, PA

About the Department

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!

Position Duties

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 
  • 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. 
• ChildLine is located at 2525 North 7th Street, Harrisburg, PA 17110. This is the only work location in the Commonwealth for this position. Training will consist of in-office and virtual learning and typically lasts three months. Training hours will mostly be 8:00 AM to 4:00 PM but will consist of other shifts as needed. The first 2 weeks of training will be held in our office in Harrisburg. 
• Free parking!
• Telework: You may have the opportunity to work from home (telework) part-time up to 3 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.
• Salary: Selected candidates who are new to employment with the Commonwealth of Pennsylvania will begin employment at the starting annual salary of $51,971.00 (before taxes). 
• You will receive further communication regarding this position via email. Check your email, including spam/junk

Minimum Qualifications

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 three 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. 
  
• You must be able to perform essential job functions.

Legal Requirements: 

• 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.

How to Apply:

• 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. 

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.

Other Qualifications

• 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.