Case Services Coordinator – Hotline Team

To qualify for the Case Services Coordinator

• Hotline Team position, you need a combination of education and experience that demonstrates the ability to perform the duties.
• High school diploma or GED equivalent.
• One year of experience in a related field such as social services, customer service, or call center operations.
• Excellent active listening and communication skills.
• Ability to write clear and professional reports.
• Strong attention to detail and ability to multitask.
• Experience using de-escalation techniques in a customer service or crisis setting.
• Ability to work independently and as part of a team.
• Positive attitude, motivation, and strong work ethic.
• Willingness to help teammates and contribute to a dynamic team environment.
• Flexibility to adapt to changing priorities and call volumes.

Answer incoming calls on the Child Abuse and Neglect Hotline.

• Engage callers with empathy and professionalism, establishing rapport.
• Apply de-escalation skills to manage emotionally charged situations.
• Use a standardized call template to document information accurately.
• Write detailed and accurate call reports for each interaction.
• Conduct research to locate families and gather background information.
• Serve as the initial contact representative for the agency with community callers.
• Collaborate with team members to ensure timely and effective response.
• Maintain confidentiality and handle sensitive information appropriately.
• Participate in team meetings and contribute to a supportive work environment.

Must be able to pass a background check.

• May require occasional overtime or shift flexibility.
• Work is performed in an office setting at the specified address.
• Must adhere to county policies and procedures regarding confidentiality and ethics.
• Successful completion of a probationary period may be required.

Competitive salary range of $40,550

• $58,940 per year.
• Hiring range typically $42,800
• $46,800 annually.
• Full-time employment with potential for career growth.
• Opportunity to work in a supportive, goal-driven team environment.
• Meaningful work serving vulnerable populations and families.

This position is based at 1675 West Garden of the Gods Road, 3rd Floor, Colorado Springs, CO 80907.

• The closing date for applications is July 27, 2026.
• El Paso County is an equal opportunity employer.
• Applicants must be authorized to work in the United States.
• Veterans and individuals with disabilities are encouraged to apply.
• For questions about the application process, contact the county HR department.
• This is a full-time, onsite position; remote work is not available.
• The hiring range is typically between $42,800 and $46,800 annually.

El Paso County is the governing body for the Colorado Springs metropolitan area, providing essential public services including social services, public health, and law enforcement. The Department of Human Services operates the Child Abuse and Neglect Hotline to protect vulnerable children and support families in crisis. Working here means joining a dedicated team committed to community well-being and professional development. El Paso County (CO) is named as the hiring organisation for the Case Services Coordinator

• Hotline Team post.

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