Incident Duty Officer (SIR) - Human Services Program - Remote
RemoteUnited States
Job Summary
Staff the 24/7/365 incident and safety line for a federal human services program, answering inbound calls from field personnel and remaining on active safety situations until resolution. Elicit and record complete factual reports, apply escalation criteria to determine urgency, and immediately notify supervisors for triggers including abuse, neglect, trafficking, or threats to life. Direct field staff to contact emergency services first when immediate threats exist, then complete internal reports meeting strict notification clocks. Maintain accurate incident logs, draft factual escalation summaries, and conduct structured shift handoffs to ensure clean transitions. Track open incidents to closure and support after-action reviews while protecting participant information through authorized channels only.
Required Qualifications
- High school diploma or equivalent
- Associate or bachelor's degree in human services, social work, criminal justice, psychology, sociology, public administration, business administration, data management, quality management, or related field
- Minimum of two years of experience in incident intake, hotline, dispatch, crisis line, on-call duty officer, or a comparable role requiring real-time judgement under time sensitive pressure
- Bilingual English/Spanish
- Must be authorized to work in the United States
- Ability to complete required federal, client, and company training before beginning work
- Ability to successfully complete required pre-employment screening and federal background/suitability processing
- Ability to maintain confidentiality, professional boundaries, and ethical standards
- Ability to complete required federal background/suitability review, favorable credit check, security processing, and program-specific onboarding before beginning work
- Must be able to work a rotating shift schedule, including nights, weekends and holidays
- Must be able to work a 24/7/365 rotating coverage schedule
- Must be able to work evening, weekends, holiday, extended-hour, or surge support
- Must be able to work limited travel for training, audits, meetings, or operational coverage
- Must be able to lift 50 lbs
Desired Qualifications
- Prior experience in social work, human services, child welfare, federal programs, criminal justice, emergency communications or a related field
- Experience preparing or reviewing Serious Incident Reports (SIR) for the Office of Refugee Resettlement (ORR), including familiarity with SIR categories, timeframes, and reporting standards
- Other child-focused incident reporting experience, including state child protective services intake or hotline work, mandated reporter intake, licensed residential or shelter care incident reporting, foster care or group home incident reporting, or school-based reporting
- Experience applying escalation criteria against defined notification clocks in a regulated or contractual environment
- Experience with case management, incident tracking, or ticketing systems
- Experience reviewing case files, field documentation, human services records, quality records, or compliance documentation
- Experience supporting federal, state, local government, human services, emergency response, disaster recovery, or field-based programs
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