General Statement of Duties

Position serves as a trainer and mentor for both new and established agents to administer Establishment or Enforcement aspects of the Child Support Services program. This position maintains a caseload which includes employee and complex cases including case which present potential conflict of interest such as those involving relatives of employees. This position reviews cases prepared by agents, answers policy and procedural questions of agents, and provides new and ongoing/remedial training. This position provides quality assurance to the child support area and collects data to supervisors and upper management on areas where errors are found and training is needed. This position utilizes structured and targeted review processes to review records. Duties also include investigating and preparing cases (for the attorney) and determining the course of action, tracking witnesses and determine their credibility, assisting the attorney in the courtroom in presenting the case and reviewing evidence, negotiating agreements with the absent parent, and testifying in court as required. In monitoring court-ordered payments, Agents determine what action to take when the absent parent is in arrearages negotiate out of court, take to court, wage garnishments.

Distinguishing Features of the Class

Position is responsible for training and mentoring the agents working establishment and enforcement cases for Child Support Services. This position assists the supervisor with managing workload when needed and works vacant caseloads. Position performs duties and responsibilities with considerable independent judgment under the regular supervision of the Child Support Supervisor II.

Illustrative Examples of Work

• Disseminates policy, plans and conducts training on new policy or areas needing attention as determined by case review.
• Completes second party reviews of existing employees and conducts targeted reviews as determined by state case review findings or internal review findings.
• Works with each team to ensure consistency in procedures.
• Maintains employee, complex cases and vacant caseloads
• Meets with Supervisors monthly to address concerns or needs of staff and to report performance for trainees.
• Provides orientation and onboarding for staff on an ongoing basis
• Attends training and conferences related to Child Support Services
• Accepts feedback from supervisors, administrators, and from the state Child Support Representative.
• Performs intake duties when needed, including: interviewing clients for necessary information, explaining child support program and laws regarding support - and ensures ACTS opens the case at the appropriate service level
• Explains laws and procedures regarding paternity and child support responsibility for dependent children and the various remedies available through voluntary agreements and court actions to clients and non-custodial parents
• Prepares case documentation for court hearings; works with the Child Support Attorney
• Provides assistance in the courtroom as well as testimony when necessary
• Reviews cases to ensure all information necessary has been provided and/or obtained.
• Sets up financial terms of support and manages all assigned Child Support case accounts; monitors and reconciles accounts and subaccounts in the ACTS to insure the proper distribution of child support funds
• Maintains cases with up-to-date information and ensures ACTS opens or reopens cases at the appropriate service level
• Reviews cases and determines if circumstances should be investigated for a possible change in court orders, support or other provisions
• Adheres to state, federal, county and department's policy, rules, and regulations.
• This position performs mandatory Shelter Duty should the need arise and is a

mandatory emergency shelter duty team member

• The duties of this position can shift as the needs of the agency or client population change
• Other duties as assigned

Recruitment and Selection Guidelines

• Thorough knowledge of the Child Support Establishment and Enforcement Programs and applicable legal procedures and ability to apply this knowledge
• Must have good knowledge of the court proceedings and investigative techniques.
• Leadership skills including mentoring and coaching new and existing employees.
• Ability to facilitate and develop training for staff related to Child Support Services programs and or interpersonal, communication, and interviewing skills.
• Must have excellent written and oral communication skills with the ability to interact with people of diverse backgrounds
• Ability to explain the distribution of collections to clients
• Must have thorough knowledge of the ACTS system and its technical, financial, and other operations.
• Must have excellent computer skills
• Must have math skills
• Considerable ability to organize, analyze, and summarize case information
• Ability to establish and maintain effective and professional working relationships with staff, clients and absent parents, location resources, court officials, Sheriff, and attorneys
• Ability to remain positive and professional even when a situation or individual makes it difficult
• Ability to adheres to state, federal, county and department's policy, rules, and regulations.
• Ability to present for mandatory emergency shelter duty should the need arise

• Must be able to physically perform the basic life operational support functions of kneeling, reaching, standing, walking, pulling, fingering, grasping, talking, hearing and repetitive motions.
• Must be able to perform light work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.
• The worker is required to have close visual acuity to prepare and analyze data and figures, perform accounting and transcription, work with a computer terminal and perform extensive reading.
• Worker is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work) but may encounter hostile or volatile clients int eh course of work.
• The worker is in contact with potentially infectious bodily fluids during the performance of his/her duties.

Education and Experience

Graduation from high school and three years of experience in eligibility, investigative, judiciary, or legal work that provides the knowledge, skills, and abilities needed to perform the work; and one year in IV-D; or an associate degree in business administration, human resources, law enforcement or closely related degree and two years of experience in eligibility, investigative, judiciary, or legal work that provides the knowledge, skills, and abilities needed to perform the work and one year in IV-D; or a four year degree and one year in IV-D or an equivalent combination of education and experience.

Licenses and Certifications

• Valid North Carolina Driver License.

Preference

• NC Child Support and ACTS experience