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Clinical Manager, DCF After-Hours Hotline

Clinical Manager, DCF After-Hours Hotline


Job Title: Clinical Manager

Department: DCF After-Hours Hotline

Reports to: Director, After-Hours Hotline

Job Class: Exempt


The Department of Children and Families (DCF) Hotline, operated by Judge Baker Children's Center (JBCC), is a statewide emergency response system that provides a critical service to ensure the safety and protection of the Commonwealth's children. The Hotline operates 24 hours a day, 7 days a week, 365 days a year, with DCF Area offices fielding calls weekdays from 9:00 am to 5:00 pm. The Hotline fields over 100,000 calls a year. Hotline staff are trained to assess the urgency of each call, elicit critical information, and initiate an emergency response when children are at imminent risk. The Hotline works in partnership with DCF managers and on-call workers across the state to respond to emergency reports, imminent safety situations and reports of missing or absent children. The newly redesigned Hotline program consists of three units: Child Abuse and Neglect Unit, Missing or Absent Child Unit, and the Hotline Support Unit. The new Support Unit support DCF with coordinating emergency placements when necessary and information and referral.

Founded in 1917, JBCC is a Harvard Medical School affiliate with proven leadership in children's mental health, special education, and child welfare. Recognized for integrating research, training and direct service, JBCC is committed to enhancing the quality of care by bringing best practices to children and families of diverse communities. 

Position Description

JBCC is seeking four full-time Clinical Managers to work in the DCF After-Hours Hotline program. This is an exciting opportunity to work as a critical member of a new leadership team implementing and operating a significantly expanded and redesigned DCF After-Hours Hotline program. 

The Clinical Managers are responsible for clinical decision-making of the DCF After-Hours Hotline program 24/7, 365 days/year. They ensure optimal decision-making aligned with DCF policies and procedures and provide clinical consultation in the decision-making activities throughout the program. The Clinical Managers supervise the Supervisors of the Child Abuse and Neglect and Missing and Absent Child Units of the Hotline and are responsible for ensuring a high level of performance of supervisors and screeners. The Clinical Managers work collaboratively with the Quality Improvement Manager, carrying out quality assurance activities. 

Essential Duties and Responsibilities

  • Responsible for clinical decision-making throughout the Child Abuse and Neglect and Missing or Absent Child Units. 

  • Serve as clinical subject-matter-expert on the Hotline leadership team.

  • Collaborate on development of Hotline policies and procedures with primary responsibility for clinical policies and procedures.

  • Conduct end-of-shift reviews.

  • Monitor performance measures and collaborate on consequent quality improvement activities.

  •  Conduct call-monitoring and report-auditing activities.

  • Provide call-coaching in real-time.

  • Provide direct-report staff with instruction, support, and feedback on performance with a focus on personnel development.

  • Oversee training in clinically-related subjects including training on de-escalation techniques. 

  • Provide crisis management and de-escalation as needed.

  • Develop and maintain strong working relationships with DCF to provide programmatic support, coordinate new activities, and ensure compliance with DCF policies and procedures. 

  • Perform other duties as assigned.

Qualifications and Skills

  • Master's Degree in Social Work or related field is required. 

  • Professional license at the independent level in social work or related field.

  • Understanding of DCF's mission, vision, priority objectives, and priority population.

  • Familiarity with the relevant DCF policies and procedures.

  • Ability to work in a fast-paced environment.

  • Ability to lead and manage crisis situations.

  • Excellent interpersonal and customer service skills, including respect, compassion, tact and professionalism.

  • Excellent written and oral communication skills;

  • Minimum of three years of experience in child welfare; 

  • Commitment to cultural humility, diversity, equity and inclusion;

  • Proficiency working with Word, Excel, and PowerPoint.

All applicants must apply and be granted access by DCF to the iFamilyNet system

Physical Requirements (with or without accommodation)

Must be able to climb, balance, stoop, kneel, crouch, crawl, reach, stand, walk, push, pull, lift, finger, grasp, feel, talk, hear and be capable of repetitive motion. Position requires exerting up to 20 pounds of force occasionally and/or 10 pounds of force frequently, and/or negligible amount of force constantly. Work requires close visual acuity. Position is not substantially exposed to adverse environmental conditions

Salary and Hours 

Compensation will be commensurate with experience. This is a full-time, salaried, benefit-eligible position. 

Presence on-site is required after-hours, weekends and holidays. This position qualifies as "essential personnel" and may require on-site presence during weather-related or other emergency situations.

Judge Baker Children's Center is dedicated to the achievement of equality of opportunity for all its employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, marital status, age, national origin, disability, veteran status or any other protected group status under federal, state or local law. Judge Baker Children's Center is an Equal Opportunity/Affirmative Action Employer. 

The preceding statements shall not be considered a detailed description of all the work requirements of the job.  There may be other duties and responsibilities required to achieve the principal functions of the position and to advance the mission of Judge Baker Children's Center.


Interested applicants should send (1) a cover letter specifically addressing your experience related to the job responsibilities above, and (2) a curriculum vitae to The position will remain open until filled, and is contingent upon available funding.