Statewide Adoption and Permanency Network Helpline Coordinator job Camp Hill Pen
Statewide Adoption and Permanency Network Helpline Coordinator job Camp Hill Pen
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Statewide Adoption and Permanency Network Helpline Coordinator Job

Employer Name: Central Susquehanna Intermediate Unit / Center for Schools and Communities SpiderID: 9080520
Location: Camp Hill, Pennsylvania Date Posted: 10/30/2019
Wage: 58,000 - 63,000 Category: Social Services
Job Code: 4477
Number Of Openings: 1

Job Description:
JOB LOCATION: Center for Schools and Communities - Camp Hill, PA

JOB DEFINITION: The Statewide Adoption and Permanency Network Helpline Lead Coordinator Helpline Lead Coordinator has primary responsibility for the project coordination of the Statewide SWAN Helpline assuring that the work plan is completed in accordance with state and federal requirements, the partnering agency and the CSC Director. Responsibilities include supervision, coordinating professional development, and training of the SWAN Technical Specialists. In addition, the Lead Coordinator is responsible for completion and maintenance of all forms and reports for the program and the program evaluation as required. This position is also responsible for special project functions as well as provides direct support to callers of the SWAN Helpline. Finally, this position is responsible for defining, monitoring, and testing all SWAN Helpline functionality with the SWAN Portal.


Project Development and Planning:

Assist CSC Director in the development of a project plan for SWAN staff and the partnering agency.
Direct the work of the SWAN Technical Specialist to develop an effective plan to assure and maintain knowledge of current information and referral best practices.
Comply with contracts and federal and state regulations.


Recommend, implement policies and procedures, and train staff in new policies and procedures pertaining to the effectiveness of the SWAN helpline.
Develop and make presentations to groups such as participants at adoption-related conferences, parent organizations, field offices as requested by supervisor.

Information and Referral/Technical Assistance

Maintain knowledge and understanding of laws, regulations, guidelines, and practices related to adoption, independent living, concurrent planning, foster care, resource families, and other programs or initiatives sponsored by the Department of Human Services (DHS).
Evaluate the needs of the Helpline clients and facilitate their entry into the SWAN adoption and/or foster care system.
Research and disseminate to staff a high level of knowledge in order to inform clients of services available to them for adoptive, foster and post permanency assistance.
Ensure families are assisted in the matching process through Pennsylvania’s Seamless System (SWAN Connect).
Ensure that clients are referred to appropriate local affiliate agencies and/or post permanency service providers and/or, Legal Services Initiative, or other appropriate agency for assistance.
Ensure that follow-up contact is made with clients to: assess/ensure client satisfaction with SWAN providers; determine if additional assistance would be beneficial; assess barriers to adoption and post permanency services; and assess ongoing needs of SWAN clients.
Research and maintain knowledge of current information and referral best practices.
Research adoption, foster care and post permanency related topics and coordinate/disseminate the information.
Manage concerns received regarding service through DHS approved Problem Resolution process.
Information Management

Ensure completion of various helpline projects as well as reports and special projects requested by partner agencies.
Work with the partnering agency technology department to ensure timely and accurate data collection systems and reporting capabilities.
Develop and distribute directives and other information pertinent to project coordination.
Provide timely project status reports to manager and SWAN Technical Specialists and the partnering agency as required.
Prepare monthly, quarterly, annual reports as requested.
Coordinate the acquisition/development and dissemination of literature such as brochures, pamphlets, and information packets to external clients.
Ensure development and maintenance of current address and phone lists of agencies and other entities involved in adoptive, foster and post permanency issues.
Conduct regular team meetings to facilitate communication and project implementation.
Responsible for communicating with DHS advertising agency and providing Helpline articles for the Network News.
Oversite of all social media.

Research and Evaluation

Research and maintain knowledge of current information and referral best practices.
Research adoption, foster care and post permanency related topics and coordinate/disseminate the information.
Ensure that all data entry is recorded accurately and the information is up to date.
Maintain confidential records including but not limited to information relating to callers to the Helpline.
Ensure the execution of an effective evaluation system to measure the outcome of SWAN sponsored activities as well as the overall impact of the project.
Assist in preparing data collection and evaluation reports and determining how the data should be reported.
Analyze SWAN data and make recommendations to improve strategies and processes.

Statewide Intermediary

Support the work of other statewide organizations in the adoption, foster and post permanency field, including, but not limited to PA Adoption Exchange, the Department of Public Welfare and Diakon/FDR and identify opportunities to draw upon these partnerships in order to broaden the array of information available to clients.
Work collaboratively with other Diakon/FDR, and CSC/CSIU/SWAN staff.

Supervisory Duties

Provide daily supervision, evaluation and development of appropriate staff development plans for assigned staff.
Assure that Technical Specialist accurately collect and enter data in the data collection system.
Ensure Technical Specialists remain current in field by assessing professional development needs and designing/coordinating training and in service opportunities.
Ensure Helpline staff are knowledgeable in order to answer calls generated from the public and private sector in response to recruitment campaigns and other media events or adoption promotion/awareness activities.
Train Helpline staff on other programs or initiatives relating to children in foster care, adoption and/or resource families as needed and requested by DHS.
Coordinate help line staff schedules.
Ensure SWAN staff renew their background clearances as required.


Actively participate in meetings and appropriate boards, committees, and panels.
Develop and maintain contacts with appropriate Central Susquehanna Intermediate Unit staff, CSC staff, Diakon/FDR, state, federal and other agencies as appropriate.
Participate in CSC staff meetings, CSIU Supervisory trainings and participate in special meetings and/or task force meetings.


Complete professional development opportunities as recommended by the immediate supervisor or required of the position.
Attend DHS and other sponsored workshops regarding adoption, foster care and post permanency topics.
Attend specified conferences to remain current in the field.


Other duties as assigned.

Job Requirements:

Minimum requirement Bachelor's degree in a field related to the position and five (5) years of relevant work experience or an Associate’s degree in a field related to the position and eight (8) years of relevant work experience. A Bachelor’s degree is preferred.
Knowledge of laws, regulations, guidelines, and practices related to adoption, independent living, concurrent planning, foster care, resource families, and other programs or initiatives sponsored by the Department of Human Services (DHS).
Extensive knowledge of information and referral best practices.
Knowledge of Pennsylvania Child Welfare and Mental Health System.
Extensive knowledge of conditions, disabilities, syndromes and issues common to children in out of home placement.
Ability to do in-depth research on best practices and new information to improve services of SWAN helpline and put appropriate results into practice.
Excellent communication and confidentiality skills and understanding of sensitive, personal and confidential information.
Ability to maintain professional demeanor when dealing with difficult subject matter.
Ability to apply information and knowledge of state and federal laws, regulations and legislation as they relate to the child welfare system.
Skills to organize information in a succinct, user friendly manner to help in the referral process for families and professionals.
Knowledge of adoption subsidy and related information.
Prior supervisor experience preferred. This includes experience with performance evaluations, training and maintaining professional relationships with assigned staff.
Proficient in the use of Microsoft Office Suite and database software and in the manipulation of data to generate reports and creation of databases.
Ability to prioritize and organize multiple activities.
Excellent verbal communication, listening and telephone skills; with the ability to apply complex information to a variety of situations.
Excellent written communication skills with the ability to be clear and concise.
Ability to work independently and as a team member.
Ability to develop and maintain working relationships with both internal and external clients.


Current, approved Act 34 (PA State Police), Act 151 (PA Child Abuse Registry) and Act 114-FBI Fingerprint clearances are required and must be renewed at appropriate, specific intervals pursuant to Act 153 of 2014 (revised Act 15 of 2015).
Current, approved Act 126 Mandated Reporter Training certificate showing completion of a minimum of three (3) hours training every five (5) years.


Sedentary: Able to sit for extended periods of time, occasional walking, standing (as necessary) and able to lift and carry up to 25 pounds.
Dexterity: Finger movements (computer keyboard, calculator), eye-hand coordination (office equipment, etc.).
Audio-Visual Requirements: Within normal range with or without correction.
Is able to move throughout all buildings, floors and grounds.
Worksite Environment: Primarily indoors-office setting with occasional exposure to outdoor elements/climate during the day.
Mental demands: Steady response to unpredictable situations, ability to remain calm and productive during stressful situations. Demonstrates independent judgment, discretion and is able to manage multiple projects and deadlines.
Ability to travel to various work site locations and meetings as needed.


This is a full time exempt position following a twelve-month work schedule. Some evening or non-conventional hours may be required. Working hours may change as required.
Attendance at work is a requirement of this position; any and all absences must be approved by the immediate supervisor.
This position is based at FDR building in Harrisburg, PA.
Some travel is required.


All property, including intellectual property, materials, equipment or actual products and services developed or accrued as part of the job duties and responsibilities listed above, is the property of the CSIU. It may not be used for personal profit or gain and will be relinquished to the CSIU upon termination of employment from the CSIU.
The person employed in this position shall maintain confidentiality with regard to the personal and private information about clients and coworkers, programs and services and any other proprietary information accrued as a result of CSIU employment or as required by state or federal laws and regulations.
The person employed in this position must adhere to all requirements identified in the code of professionalism entitled “Ambassadors Are Professionals Too”.

The position holder must be able to perform the essential job functions with or without reasonable accommodation. It is the responsibility of the employee to inform their supervisor and the Director of Human Resources of any and all reasonable accommodations that will be required

Management Requirement:

As a supervisory/management staff member, this position is also responsible for representing the CSIU in public networking and partnership activities by maintaining knowledge about and promoting CSIU programs and services and by relaying information about potential grant or other funding sources to appropriate CSIU staff members.

Employee and supervisor signatures indicate receipt of job description. This document is not an employee contract nor does it imply a guarantee of continued employment in this position.

Job Criteria:
Start Date: 10/30/2019
Position Type: Full-Time Permanent
Years of Experience Required: 5
Education Required: Bachelors
Overnight Travel: Less Than 25%
Vacation Time: Less Than 2 weeks / year

Job Benefits:
Health/Dental Benefits, Retirement Benefits, Paid Holidays, Vacations, and Sick Leave, Life and/or Disability Insurance, Tuition Reimbursement

Contact Information:
Contact Name: Jan Boyer Company Type: Employer
Company: Central Susquehanna Intermediate Unit
City: Sunbury
State: Pennsylvania
Zip: 17011
Web Site:

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