Child Support Services Agent

J  o  b    D  e  s  c  r  i  p  t  i  o  n

Job Information

Title:

Child Support Services Agent

Market Range:

MR15

Approved Date:

5/21/2021 2:58:02 PM

FLSA:

Non-Exempt

EEO Code:

PROFESSIONALS

Career Level:

C3

Career Level Description:

Core Services Level 3

Job Code:

100114

Job Family:

Social Services

Sub Family:

Economic Services

Primary Purpose

Performs investigative work for the purposes of locating non-custodial parents; determining the paternity (legal fatherhood) of children; establishment and enforcement of cash and medical support obligations; and the collection, distribution, and modification of child support obligations as necessary. 

•

Establishment/Enforcement Case Management:  Locates noncustodial parents, establishes paternity for children born out of wedlock, establishes, monitors, modifies and enforces cash and medical support obligations.  Utilizes the statewide case management system (ACTS) and other resources, within established timeframes as prescribed by Federal, state, and county regulations.  Identifies and takes appropriate case actions based upon considerations that include court ordered provisions, payment histories, location information, program requirements, past due support owed, and the assets, incomes, and other pending litigation and cases of parties.

1

30%

•

Assists Assistant County Attorneys:  Organizes case and other materials in preparation of court hearings.  Attends hearings.  Testifies in court.  Monitors process service.  Conducts research relevant to the whereabouts of individuals, wages, assets, property owned, circumstances of parties, and case legal history to prepare court fact sheets for attorney review.  Makes case recommendations and provides input to attorneys, as directed, during hearing.  Completes pre and post court work processes.

2

30%

•

Customer Service:  Maintains frequent and regular communication with customers, internal, and external Agency partners to resolve specific case issues, explain general policies and program services, mediate differences and/or negotiate compliance with cash and medical child support obligations.  Researches and responds to customer issues, securing additional information, as needed. Refers customers to other operational teams, programs and/or partners to address issues outside of or collateral to child support. Updates the ACTS case management system detailing case actions taken.  Accurately updates case financial provisions.  Audits financials to determine correctness of accounts.  Manages information requests from other agencies and jurisdictions.  Determines cases closure eligibility. 

3

20%

•

Accounts Maintenance:  Analyzes, adjusts, reconciles and reviews case accounts to ensure proper charging and distribution of support.  Account maintenance may result in complex financial adjustments and/or need for detailed audit review. 

4

20%

Position(s) may perform other duties in addition to the above as assigned by management.

•

Other duties and special projects as assigned.

*IMPORTANT* In the event of an emergency, as determined by the County Manager or designee, participation in preparedness and response operations should be expected. Employee may be required to fill a temporary assignment in a role different from standard duties, work hours and/or work location in preparation for, during and after the emergency. Employee may also be required to participate in relevant exercises and regular preparedness training.

Career Level Dimensions

Career Level:

C3

Career Level Description:

Core Services Level 3

•

Works to deliver day-to-day objectives that directly impact the achievement of results for the Work Group.

•

Work consists of tasks that are typically not routine.

•

Works independently under limited supervision, applying discretion when required.

•

Responsible for recommending adjustments to processes or systems that improve the effectiveness of the Work Group.

•

May be required to apply discretion within broad operational boundaries and procedures.

•

Communicates within and outside Work Group to obtain information or explain practices and policies.

•

Responsible for providing, guidance, coaching, and training to lower-level support employees.

•

Requires broad knowledge of operational systems and practices typically gained through extensive experience, technical training, and/or advanced education.

Qualifications

•

Bachelor's degree

•

Two years of job-related experience

•

Equivalent education and experience are accepted

•

2 Years

Child Support, Corrections, Probation/Parole case management experience;

And

•

2 Years

ACTS, NCFast, and MS Office Software experience;

Or

•

2 Years

Investigative, Legal, or Debt Collections experience.

•

Knowledge of Child Support Program, related legal procedures, judicial operations, program policy, laws and procedures.

•

Knowledge of interview and investigative techniques and procedures.

•

Ability to analyze and evaluate case variables for the recommendation of appropriate actions as dictated by policy, laws, and rules governing the Child Support Program.

•

Ability to establish and maintain effective working relationships with program participants, partner Agencies, including but not limited to, the offices of the Clerk of Court, Magistrates, District Attorney, Sheriff, other court officials, and private attorneys.

•

Ability to learn and utilize the Automated Collections and Tracking System (ACTS) and document management systems to carrying out the duties of the position within required time frames.

•

Ability to patiently and professionally assist demanding or emotional clientele.

•

Ability to provide customer focused services in a fast-paced work environment.

•

Ability to multi-task and produce quality work, paying close attention to detail.

•

Highly organized with the ability to communicate complicated and/or sensitive information clearly and concisely.

An individual must be able to perform each essential duty satisfactorily to perform this job successfully. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Competencies

Enforcing Laws, Rules & Regulations

Enforces governmental laws, rules, and regulations, and initiates enforcement actions in a way that the public perceives as fair, objective, and reasonable.

Initiative

Does more than is required or expected in the job; does things that no one has requested that will improve or enhance products and services, avoid problems, or develop entrepreneurial opportunities. Plans ahead for upcoming problems or opportunities and takes appropriate action.

Attention to Detail

Thoroughness in accomplishing a task through concern for all the areas involved, no matter how small. Monitors and checks work or information and plans and organizes time and resources efficiently.

Communication

Creates an atmosphere in which timely and high-quality information flows smoothly up and down, inside and outside of the organization; encourages open expression of ideas and opinions.

Customer Service

Balances interests of a variety of clients, and readily readjusts priorities to respond effectively to pressing and changing demands for information, advice and assistance.  Anticipates and meets the needs of clients; achieves quality end products; and commits to continuous improvement of services.

Relationship Building

Builds constructive working relationships characterized by a high level of acceptance, cooperation, and mutual respect.

Integrity

Act with honesty, transparency and respect in our interactions with co-workers and those we serve. Adhere, without exception, to laws, policies, procedures and professional standards.

Accountability

Establish high-quality standards for work. Add value. Measure results and hold self and others accountable for making progress toward desired outcomes. Take a logical and data-driven approach to decision-making.

Diversity

Believe that different backgrounds and experiences strengthen the organization and produce better results. Value inclusion across race, gender, age, religion, identity and experience, and strive to reflect in our workforce the diversity of our community.

Collaboration

Foster a work culture in which different ideas and opinions are encouraged and expected. Listen carefully and speak thoughtfully. Work together toward shared goals with mutual respect and cooperation.

Continuous Improvement

Continuously improve work processes and products. Provide a safe environment to be innovative and creative and try new things. When things don't go as planned, use it as an opportunity to learn, regroup and begin again. Provide time and resources for individuals to grow and develop both personally and professionally.

Wellness

Take proactive steps to be physically fit and healthy, emotionally strong, financially secure and socially fulfilled, while inspiring and empowering others to do the same.

Service Orientation

Commit to making a difference within the community. Actively engage in and enjoy our work. Deliver services that exceed expectations, with courtesy, politeness and sensitivity to the experiences, concerns and feelings of all co-workers and customers.

ADA Checklist

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Standard ADA Selection:

Office Environment

Standing

X

Walking

X

Sitting

X

Lifting/Carrying 0-10 pounds

X

Lifting/Carrying 10-20 pounds

X

Lifting/Carrying 20-50 pounds

X

Lifting/Carrying 50-100 pounds

X

Pushing

X

Pulling

X

Climbing

X

Balancing

X

Stooping

X

Kneeling

X

Crouching

X

Crawling

X

Reaching

X

Handling

X

Grasping

X

Fingering

X

Feeling

X

Talking

X

Hearing

X

Visual Perception

X

Repetitive Motions

X

Eye/Hand/Foot Coordination

X

Memorization/Concentration

X

Learning/Knowledge Retention

X

Preparing/Analyzing Numerical Figures

X

Use of Interfaced Commmunication Devices (Phone, Computer, Radio etc.)

X

Analyzing/Examining/Testing Data

X

Emotional/Behavioral Self-Regulation

X

Interacting with Others

X

Comprehension

X

Organization

X

Decision Making

X

Comprehension

Understand and apply non-routine verbal and/or written instructions

Organization

Organize and prioritize individual work schedule to manage multiple tasks and/or projects

Decision Making

Make decisions that have an impact on the individual's work

Communication

Communicate in-depth information for the purpose of interpreting and/or negotiating

Extreme cold

X

Extreme heat

X

Humid

X

Wet

X

Noise

X

Hazards

X

Temperature Change

X

Atmospheric Conditions

X

Vibration

X

Computers/Monitors

X