Child Support Services Supervisor

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

Job Information

Title:

Child Support Services Supervisor

Market Range:

MR17

Approved Date:

5/21/2021 1:58:35 PM

FLSA:

Non-Exempt

EEO Code:

PROFESSIONALS

Career Level:

M1

Career Level Description:

Management Level 1

Job Code:

100117

Job Family:

Social Services

Sub Family:

Economic Services

Primary Purpose

Supports families through the consistent collection of child support.  Promotes responsible parenthood, while addressing the challenges that both parents face when providing support to their children.  Leads and reviews case actions taken by team of 8 - 10 Child Support Services (CSS) Case Agents who initiate, establish, enforce, monitor, and modify cash and medical child support obligations.

•

 Ensures work is completed as circumscribed by a variety of federal and state laws, policies, and regulations in which there is opportunity for independent judgment and initiative within restrictions.  Assists in the allocation of staff resources.  .  Identifies and ensures corrective actions to address case and service delivery issues.   Meets regularly with the team and State CS Consultant to secure and clarify program information. Unit Management:  Establishes work priorities that meet work objectives and standards to ensure maximum number of court orders established and maximum dollars collected. Plans, assigns and reviews the work of assigned staff.  Ensures equal distribution of staff workload and appropriate staff coverage, reassigning critical functions during extended absences of employees.

1

40%

•

Legal System Liaison:  Reviews all legal pleadings and court orders generated by Child Support Services Case Agents prior to Attorney submission to clarify process and ensure accuracy.  Interacts with partner court and law enforcement officials. Assists in the recommendation of case processing remedies, reviews and interprets pleadings and court orders to determine course and scope of action necessary.  Attends Court hearings with or in the absences of Child Support Services Case Agent to assist in unusual or complex case scenarios.

2

20%

•

Program Knowledge, Compliance, and Accountability:  Implements procedures to ensure compliance.  Performs periodic quality control audits and reviews.  Meets monthly with the program consultant to monitor overall Agency’s compliance with state and federal guidelines and to Meets regularly with the team and State CS Consultant to secure and clarify program information. Attends training sessions at state and local levels to maintain and update job knowledge and skills.

3

15%

•

Personnel Management:  Interviews applicants, reviews references for the selection and hiring of new staff. Conducts interim and annual performance reviews incorporating data driven decisions.  Completes and implements corrective action and performance improvement plans.  Counsels and motivates staff.  Analyzes performance data to identify training needs. Approves leave requests, reviews and approves weekly timesheets. Recognizes and rewards individual achievement.

4

15%

•

Customer Service and Public Relations:  Addresses consumer complaints and provides general case information to the general public.  Resolves problems and negotiates conflicts.  Explains policy decisions to irate/hostile individuals.  Supports sound decisions of Child Support Services Case Agents. Identifies and ensures corrective actions to address case and service delivery issues.  Monitors and assures customer satisfaction ensuring follow-up activity occurs.  Evaluates individual cases to determine if exception to normal procedure is warranted.  Provides responds to complaints from State and Federal IV-D office and other states. May serve on committees, workgroups, and boards at local, state and national level.  Attends and participate sin periodic local/national conferences and statewide meetings.

5

10%

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

•

Reports to the CSS Program Manager and is a member of the CSS Management Team. Will be involved in 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:

M1

Career Level Description:

Management Level 1

•

Plans and establishes operational objectives for a team of support employees within a Work Group.

•

Typically does not have budget accountability but may manage day-to-day elements of the budget (e.g., overtime for staff).

•

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

•

Communicates within and outside the Work Group.

•

Explains policies, practices, and procedures and may justify and gain cooperation of other parties.

•

Supervises support roles. Leads, directs and reviews the work of team members in order to accomplish operational plans and results.

•

Has hiring, firing, promotion, performance and rewards decisions for direct reports.

•

Understands basic management approaches such as work scheduling, prioritizing, coaching and process execution. Typically requires advanced knowledge of job area typically obtained through advanced experience.

Qualifications

•

Bachelor's degree

•

Three years of job-related experience

•

Equivalent education and experience are accepted

•

6 Years

Child Support Program experience gained working in a Child Support Office.

•

Demonstrated knowledge of the child support program, to aid staff in the interpretation and application of program and county regulations and policies

•

Considerable ability to lead and motivate staff.

•

Ability to negotiate competing priorities, handling multiple tasks simultaneously.

•

Ability to research, analyze and interpret a variety of federal and state rules, regulations, and procedures of varying complexity.

•

Ability to clearly and concisely express oneself in oral or written form.

•

Must have excellent interpersonal, oral and written communication skills, the ability to work independently and/or in a team setting.

•

Proficient utilizing Data Warehouse, XPTR, and Excel to pull data, reports/queries, and analyze data queried.

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

Interpersonal Skills

Treats others with courtesy, sensitivity, and respect.  Considers and responds appropriately to the needs and feelings of different people in different situations.  Perceives, assesses, and positively influences one's own and other individuals’ emotions.

Good Judgment

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

Reliability

Demonstrates a high level of dependability in all aspects of the job.

Adaptability & Flexibility

Changes behavioral style or method of approach when necessary to achieve a goal; adjusts style as appropriate to the needs of the situation. Responds to change with a positive attitude and a willingness to learn new ways to accomplish work activities and objectives.

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.

Influence

Asserts own ideas and persuades others, gaining support and commitment from others; mobilizes people to take action, using creative approaches to motivate others to meet organizational goals.

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