Child Support Services Manager

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

Job Information

Title:

Child Support Services Manager

Market Range:

MR19

Approved Date:

5/21/2021 2:45:11 PM

FLSA:

Exempt

EEO Code:

PROFESSIONALS

Career Level:

M2

Career Level Description:

Management Level 2

Job Code:

100116

Job Family:

Social Services

Sub Family:

Economic Services

Primary Purpose

Provides leadership to staff engaged in Customer Service, Case Initiation, Establishment, Intergovernmental, Enforcement and/or the Administrative Support program areas.  Develops and manages the administrative and technical delivery of child support services utilizing independent judgement and initiative within restrictions. 

•

Program Area Management: Assists in the delivery of services for assigned program area(s).  Ensures workload balance for optimal operations.  Manages direct reports (Supervisors, Trainers, Lead Agents).  Supports supervisors in the management of in-direct reports.  Ensures the execution of established priorities to meet goals/compliance standards.  Manages complex case/customer service issues.  Initiates special projects to achieve desired outcomes.  Supports staff with Court processes, to include pre, during, and post Court processes.   Assists in the reassignment of critical functions during vacancies and extended staff absences. Ensures the consistent application of laws/policies/procedures.  Attends related training. As a member of the CSS Management Team, meets regularly with the team and State CS Consultant to secure and clarify program information.

1

45%

•

Performance, Planning, and Monitoring:  Plans, develops and communicates program goals, objectives, standards and expectations.  Ensures compliance with laws, state and federal rules and regulations; develops and implements unit work process and policies, based upon changes in law, regulations, local court systems directives and the needs of the Division.  Ensures desired program and county-departmental-division outcomes achieved.  Evaluates program performance, implementing data-driven strategies to identify areas of improvement, training needs, and to recognize and reward achievement.  Participates in program audits to assess quality, data reliability, and compliance with program standards.  Meets monthly with State Program Consultant. 

2

25%

•

Human Resource Management:  Provides positive support, leadership, and guidance to assigned staff in the areas of recruitment, hiring, training, corrective and disciplinary action; and in the development, review, and recommendation of staff training.  Makes and refers hiring candidate selections and salary recommendations to Child Support Asst. Division Director.  Develops staff expectations and workplans.  Reviews personnel policies with staff ensuring policies and discipline are addressed equitably and in a manner focused on staff development for the improvement in program goals/outcomes and/or County policies/procedures.  Reviews program area accomplishments with staff, meeting individually or in groups to discuss performance, accomplishments, and/or corrective actions. Informs Assistant Division Director of all Human Resources related issues/concerns, elevating sensitive/complex matters to Assistant Division Director for review.   

3

15%

•

Collaboration/Public Relations/Advocacy/Customer Service:  Manages Child Support’s In-Contact Call Center Platform and Client On-Line Application Interview Area and related equipment.  Develops plan for coverage during peak call and/or walk-in periods.  Serves as vendor contact for LabCorp and the coordination of genetic testing services.  Addresses program area complaints elevated from subordinate staff or as assigned by Assistant Division Director.  Serves as Division representative and point of contact for state and foreign jurisdictions/Central Registries.  Collects and provides call center statistical data reporting call types for the identification of needed service delivery improvements.  Works with Child Support System Administrator on matters related to birth credentials database access with vital records with local, state, and federal partners.   Serves as program liaison to Admin Office of Courts, Sheriff’s Departments, and other Human Services sections/community partners.

4

15%

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:

M2

Career Level Description:

Management Level 2

•

Fully accountable for implementing operational plans for a Work Group with measurable contribution on Division results.

•

May have budget accountability.

•

Responsible for making moderate improvements of processes, systems or standards to enhance performance of the Work Group.

•

Supports and utilizes the innovations of others to improve on solutions, approaches and technologies.

•

Communicates within and outside the Work Group, and may communicate with other parties within the Division.

•

Sometimes requires ability to influence others outside of own job area on policies, practices and procedures.

•

Manages professionals. Leads, directs and reviews the work of team members in order to accomplish operational plans and results.

•

Has hiring, firing, promotion, performance and reward authority for direct reports.

•

Requires practical knowledge in leading and managing the execution of processes, projects and tactics within one job area. Typically has advanced knowledge and skills within a specific technical or professional discipline with understanding of the impact of work on other areas of the organization.

Qualifications

•

Bachelor's degree

•

Five years of job-related experience, including three years of supervisor experience

•

Equivalent education and experience are accepted

•

7 Years

Experience as a Child Support Supervisor within a Child support Enforcement Agency.

•

Demonstrated knowledge of child support services functions, laws, policies, procedures and best practices.

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Considerable ability to analyze complex and/or sensitive case and/or personnel issues with high degree of professionalism.

•

Ability to plan, develops and communicate program goals, objectives, standards and expectations.

•

Must have excellent interpersonal, oral, and written communication skills.

•

Ability to provide positive support and leadership to staff.

•

Ability to work collaboratively with others engaged in or partnering with Wake County Human Services to meet changing needs of the client population served. 

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Ability to exercise independent and sound judgment in performing the duties of the position.

•

Proficient in Data Warehouse, XPTR, ACTS, and MS Office (specifically Word, PowerPoint and Excel).

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

Analysis

Examines data to grasp issues, draw conclusions, and solve problems.

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.

Project or Program Management

Structures and directs others’ work on projects or programs.

Consulting

Applies knowledge of policies and procedures in the area of work to advise others across the organization on critical issues.

Good Judgment

Makes decisions authoritatively and wisely, after adequately contemplating various available courses of action.

Change Management

Initiates and/or manages the change process and energizes it on an ongoing basis, taking steps to remove barriers or accelerate its pace.

Coaching & Mentoring

Works to improve and reinforce performance of others. Facilitates their skill development by providing clear, behaviorally specific performance feedback, and making or eliciting specific suggestions for improvement in a manner that builds confidence and maintains self-esteem.

Team Leadership

Willingly cooperates and works collaboratively toward solutions that generally benefit all involved parties; works cooperatively with others to accomplish organizational objectives. Manages staff in ways that improve their ability to succeed on the job.

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 complex problems and collaborate to explore alternative solutions

Organization

Organize and prioritize the work schedules of others to manage multiple tasks and/or projects

Decision Making

Make decisions that have an impact on the immediate work unit's operations and/or services

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