Child Support Services Technician

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

Job Information

Title:

Child Support Services Technician

Market Range:

MR13

Approved Date:

5/21/2021 3:01:30 PM

FLSA:

Non-Exempt

EEO Code:

PARAPROFESSIONALS

Career Level:

C2

Career Level Description:

Core Services Level 2

Job Code:

100118

Job Family:

Social Services

Sub Family:

Economic Services

Primary Purpose

Provides one-on-one or group child support applicant orientations and interviews.  Obtains information and documentation necessary to complete child support services applications.  Serves as customer service liaison. 

•

Case Initiation Functions:  Facilitates applicant group orientation and/or one-on-one interviews.  Utilizes ACTS, NCFast, OnBase, Northwoods, ROD, and other state databases to obtain and/or research information critical to completing the child support services application.  Obtains all necessary case documentation.  Researches parent identification, birth credentials, existence of other child support cases/orders, government benefits received, and address and/or assets verifications.  Accurately assesses, collects, records and deposits application fees.  Initiate cases within 20 days of application.  

1

60%

•

Call Center Customer Services Liaison:  Provides responses to general public, program participants, other state agencies, and foreign/international jurisdictions.   Answers questions about the child support program and non-confidential case specific information to customers.  Directs level 2/3 calls to Child Support Services Case Agents and/or Supervisor as appropriate.  Collects and documents any information obtained during call in ACTS case management system.  Notifies responsible Child Support Services Agents of incoming calls.  Processes wakechildsupport general email box and incoming faxes.  Serves as backup receptionist as necessary.   

2

20%

•

 Case File Preparation:  Analyzes documents and other information.  Inputs documents and/or data into ACTS system, and/or hard and/or electronic case filing systems (Northwoods and OnBase).  Pulls closed and/or retrieves AOC files as necessary.  Copies AOC court file to create Child Support Services intervenor file.  Constructs court history from documents retrieved from Court file.  Refers full file to Child Support Services Case Agents.  

3

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:

C2

Career Level Description:

Core Services Level 2

•

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

•

Work typically involves regular review by senior employees and/or supervisors.

•

Responsible for making minor adjustments to work methods to solve problems that are routine and typically exist in current work processes and systems. May be required to highlight areas of concerns/problems and submit or recommend solutions to supervisor in own Work Group.

•

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

•

May provide guidance and assistance to new or entry-level employees.

•

Requires basic job knowledge of systems and procedures obtained through prior work experience or education.

Qualifications

•

High school diploma or GED

•

One year of job-related experience

•

Equivalent education and experience are accepted

•

2 Years

Experience working in a Child Support Services Office

Or

•

2 Years

Experience supporting multiple staff in an administrative and/or technical capacity.

•

Notary Public Certification

Within 1 Year

•

Exceptional customer service skills. Ability to listen, react and respond appropriately to others.

•

Ability to patiently and professionally assist demanding or emotional clientele.

•

Ability to deliver presentations suited to the needs of the audience.

•

Ability to follow instructions through a standard work process.

•

Initiative to perform routine tasks with attention to detail and thoroughness including checking work for accuracy before completion of tasks.

•

Ability to develop and maintain effective and collaborative, working relationships with others to encourage and support communication and teamwork.

•

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

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

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.

Caring

Demonstrates responsibility for the image and effectiveness of the organization.

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.

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.

Reliability

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

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 routine verbal and/or written instructions

Organization

Organize actions to complete sequential and/or routine tasks

Decision Making

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

Communication

Communicate and explain a variety of information

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