Incident Duty Officer (SIR) - Human Services Program - Remote

Summary: The Workforce Group, a LEMOINE company, is seeking Incident Duty Officers to staff the programs incident and safety line around the clock for a nationwide federal human services program serving vulnerable youth, young adults, and families. Field personnel call this line when they encounter a welfare concern, a safety event, or any sensitive incidents. The Incident Duty Officer answers incoming calls, retrieves facts, applies the escalation criteria and moves the report to program leadership inside the required timeframe. The program is measured on incident notification at a zero-deviation standard, which means every reportable event must be captured and escalated correctly every single time. 

Duties and Responsibilities:  

• Staff the program incident and safety line on assigned shifts as part of a 24/7/365 rotating coverage schedule, including nights, weekends and holidays. 
  
• Answer inbound calls from field personnel, supervisors, and program staff. Remain on the line with field personnel who are in an active safety situation until the situation is resolved or handed off.
  
• Elicit and record the complete factual record of the report, including who, what, where, when, participant identifiers, persons involved, observations reported, and already taken actions.
  
• Apply the program escalation criteria to determine the category and urgency of each report.
  
• Immediately notify supervisor for any report meeting an escalation trigger, including suspected abuse, neglect, abandonment, or trafficking; any health or safety emergency; and any threat to a field employee.
  
• Understand and operate within the notification chain.
  
• Direct field personnel to contact 911 or local emergency services first when there is an immediate threat to life or safety, then complete the internal report.
  
• Meet the program notification clocks without exception, including verbal and written escalation.
  
• Maintain the incident log with accurate timestamps for every call received, action taken, and notification made, so the notification record is complete and auditable.
  
• Draft incident reports and escalation summaries in clear, factual, observation-based language, with no speculation, conclusion, or opinion.
  
• Conduct structured shift handoff so that open incidents, pending callbacks, and unresolved field situations transfer cleanly to the incoming duty officer.
  
• Track open incidents to closure, including required follow-up, additional information requests, and corrective action status.
  
• Support after action review and contribute to trend reporting on incident volume, category, and response timeliness. 
  
• Always protect participant information and disclose only through authorized channels.
  
• Perform additional duties as assigned.  
  

Qualifications, Knowledge, Skills, and Abilities: High school diploma or equivalent required. 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 is preferred.  A 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 is required. Prior experience in social work, human services, child welfare, federal programs, criminal justice, emergency communications or a related field is highly preferred.

• Experience preparing or reviewing Serious Incident Reports (SIR) for the Office of Refugee Resettlement (ORR), including familiarity with SIR categories, timeframes, and reporting standards is highly preferred. 
  
• 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.
  
• Proficiency with Microsoft Office, Excel, Word, Teams, email, shared trackers, databases, and electronic documentation systems.  
  
• Ability to maintain confidentiality, professional boundaries, and ethical standards.  
  
• 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.
  
• 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.  
  
• Bilingual English/Spanish is required.  
  
• Must be authorized to work in the United States.
  

This position is primarily remote/or operations hub-based and requires regular use of computers, secure systems, phones, email, spreadsheets, and electronic documentation tools. The role supports deadline-driven operations and requires accuracy, confidentiality, responsiveness, and consistent communication with multiple teams.The schedule may vary based on operational needs, case volume, quality review requirements, reporting deadlines, and surge activity. Evening, weekends, holiday, extended-hour, or surge support may be required. Limited travel may be required for training, audits, meetings, or operational coverage. 

Federal Contract Requirements 

Employment is contingent upon successful completion of all pre-employment screening requirements, including background checks, drug screening, motor vehicle records review, reference checks and other job-related screening requirements. Employment is also contingent upon successful completion of required federal background/suitability review, favorable credit check, security processing, and program-specific onboarding before beginning work. 

Employees assigned to this program must complete required training, protect sensitive information, comply with standards of conduct, maintain professional boundaries, and follow all reporting, confidentiality, privacy, and information security requirements. Employees may be required to sign confidentiality, non-disclosure, conflict-of-interest, and standards-of-conduct acknowledgments.