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 author