Customer Service Lead Visa Sponsorship Jobs in New Mexico

INTRODUCTION

At the New Mexico Children, Youth and Families Department (CYFD), every role is an opportunity to make a lasting difference in the lives of children, youth, and families across our state. We are committed to building a compassionate, skilled, and dedicated workforce that works collaboratively to ensure safety, promote well-being, and strengthen families. Whether you are in the field supporting families face-to-face, working behind the scenes to improve systems, or helping to shape the agency from a leadership level, your work here has purpose and long-lasting impact. Join a team that values integrity, resilience, and service, and be part of meaningful change for New Mexico's future.

These positions are within CYFD's Protective Services Division call center that operates 24 hours a day 7 days a week.

Protective Services has positions available with non-traditional hours, days and weekends. Please let the interview panel know if you are interested in non-traditional days and/or hours.

THIS POSTING MAY BE USED FOR ONGOING RECRUITMENT AND MAY CLOSE AT ANY TIME. APPLICANTS LISTS MAY BE SCREENED MORE THAN ONCE.

THIS POSTING MAY BE USED TO FILL MULTIPLE VACANCIES.

APPLICATIONS SUBMITTED WITHOUT WORK EXPERIENCE OR A RESUME WILL NOT BE CONSIDERED. IF ATTACHING A RESUME, RESUME MUST INCLUDE DATES OF EMPLOYMENT FOR EACH JOB (MONTH and YEAR) AND DETAILS OF WORK EXPERIENCE/JOB DUTIES.

ROLE AND RESPONSIBILITIES

Child Protective Services Case Workers make decisions regarding the safety of a child or vulnerable adult, whether to forward referrals to local field offices for investigation or refer a family who has been in an abuse/neglect situation to supportive services. They participate in "phone triage" as recipients of reports, operator, or designated runner. Duties include triage of calls, routing calls to, assessing if injuries have occurred, or are imminent to alleged victim(s); document incoming calls and referrals (IandR); provide callers with resource information; taking messages when appropriate; checking voice mail or status and/or call back messages, and communicating with colleagues and supervisors.

The following describes what the duties for each service area:

• Maintains knowledge of the New Mexico Children's Code and obtains information necessary to create appropriate case plans to provide safety, permanency, and well-being to children.
• Assess the safety of and risk to all children of the family who are the subject of a CPS referral as well as assess the family needs and strengths throughout the life of a case.
• Notify supervisor of any child(ren) placed into emergency custody by law enforcement and/or those requiring placement.
• Participate in any local Quality Assurance reviews.
• Participate on agency work groups and/or task forces as assigned.
• Actively seek ways of improving procedures with Statewide Central Intake, including but not limited to Phone Triage.
• Ensure that "ready lights" are on and be available to accept calls, unless otherwise approved by supervisor.
• Answer call wait light, police line(s), and designated social work line(s) in a prompt manner.
• Determine if Indian Child Welfare Act (ICWA) applies.
• Review intakes to assure quality of reporting.
• Use the SDM tools to ensure good decision making.
• Manage workflow, when necessary, i.e., IMPACT/FACTS is down, sick leave, training, and vacancies.
• Conduct SDM case reviews.
• All case workers will complete IMPACT/FACTS documentation on providers as per policy and procedure.

MINIMUM QUALIFICATIONS

Bachelor's degree in social work, education, counseling, psychology, sociology, criminal justice or family studies from an accredited college/university. Any combination of education from an accredited college or university in a related field and/or direct experience in this occupation totaling four (4) years may substitute for the required education and experience.

EMPLOYMENT REQUIREMENTS

Must possess and maintain a valid Driver's License. Must possess and maintain a current Defensive Driving Course Certificate from the State of New Mexico or must pass and receive Defensive Driving Course Certification as a condition of continued employment. Pre-employment background investigation is required and is conditional pending results.

WORKING CONDITIONS

Work is performed in an office setting: late hours, weekends, on-call and callback work may be required. Will be exposed to regular periods of video display terminal and keyboard usage and stressful situations. Travel may be required. Possible exposure to irate clientele. Incumbent will work under stress and frequent time constraints.

SUPPLEMENTAL INFORMATION

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Agency Contact Information: Desarae Gonzales, desarae.gonzales@cyfd.nm.gov Email.

For information on Statutory Requirements for this position, click the Classification Description link on the job advertisement.

Bargaining Unit Position

This position is covered by a collective bargaining agreement and all terms/conditions of that agreement apply and must be adhered to.