Child Support Services – Team Lead

What You'll Be Doing

Children need the support of both parents to be the best they can be.  Work with this dynamic team to ensure they get that assistance and the support they deserve! The Wake County Child Support Office is the second largest urban Child Support Enforcement Program in the state and provides services to custodians of minor children, by locating non-custodial parents; establishing paternity and cash and medical support obligations; enforcing and modifying support orders; and collecting and distributing child support payments.   The work of a Child Support Services-Team Lead is to assist the entire Child Support Office with case management processes across the four (4) Child Support Sections of: Establishment, Enforcement, Intergovernmental and Legal, involving complex case variables that require resolution utilizing formal judicial and law enforcement systems. As Team Lead you will:

• Assist unit Supervisors in ensuring performance measures, priorities and deadlines are met

• Serve as a mentor to Case Agent and other staff; processing complex cases that exceed Case Agent scopes of knowledge, but do not require supervisor and/or manager intervention
• Assist in providing responses to case processing and technical questions, and assist Unit Supervisors with implementing practical strategies to enhance performance
• Complete continuous quality reviews utilizing a variety of methods from reports and queries to worklist, and document imaging task management review
• Work on special projects to address areas of need to include; processing cases for vacant, trainee and/or lower performing caseloads, data reliability audits, undistributed receipts, worklist processing, self-assessment reports, financial audits to resolve financial discrepancies, court prep and attendance and after court activities
• Maintain a small, specialized caseload (i.e. Rev/Adjustment – ENFA and Foster Care and/or Legal Bio cases – ESTA)

NOTE: Upon acceptance of employment you acknowledge that (i) you will rescind your application for any other positions within Wake County Health and Human Services, (ii) if you work in the Health Clinics and Public Health Division, influenza immunization is a condition of initial and continued employment, subject to compliance with federal law.

About Our Team

Wake County Health and Human Services (WCHHS) is the consolidation of programs and services that include social services, public health, job search assistance, child support, and transportation. Our mission, in partnership with the community, is to facilitate full access to high quality and effective health and human services for Wake County residents. In addition to our numerous standard programs, Wake County Health and Human Services (WCHHS) is engaged in a number of special initiatives that are impacting services and programs throughout our entire agency. Whether legislated down from the changing regulations on the Federal or State level or bubbling up from the entrepreneurial spirit of our staff, you can always look forward to Wake County Health and Human Services implementing new and exciting enhancements to our services and programs.

The Basics (Required Education and Experience)

• Bachelor's degree
• Two years of job-related experience
• Equivalent education and experience are accepted

Beyond the Basics (Preferred Education and Experience)

• Four (4) years of experience as a Child Support Case Manager/Agent within a Child Support Enforcement Agency
• Proficiency and experience with Data Warehouse, XPTR, and Excel including pulling data, creating reports, queries, data processing, display, and analysis of data queried

How Will We Know You're 'The One'?

• Thorough knowledge of Child Support Enforcement Programs, related legal procedures, judicial operations, program policy, laws and procedures
• Considerable skill in interviewing clients and non-custodial parents
• Strong experience investigating, and analyzing case variables for the application of applicable policy, laws, and rules governing a Child Support Program
• Considerable ability to organize, analyze and summarize case information
• Basic math skills
• The ability to establish and maintain effective working relationships with program participants and partner agencies
The ability to utilize the Automated Collections and Tracking System (ACTS)
• The ability to reconcile differences in court orders and distributions
• Strong customer service skills