Lead Child Support Agent

Job Purpose This position provides training and development services for the Child Support department, and is administered under the direction of the Supervisor.  This is a lead worker position.  This position requires the lead worker to complete quality assurance on cases and to train staff and to provide support to employees and management as they perform their duties, in order to effectively administer the policies and procedures of the Federal Child Support Program. Staff training varies based on ongoing performance needs, area needs, and the ongoing training of probationary level staff. Work Schedule: This position is 40 hours per week (8 hours daily, Monday-Friday) 8:00 a.m. - 5:00 p.m. primarily; however there is often work which may extend beyond the 8-hour day into the evening.  Out-of-town travel may be necessary to attend continuing education and relevant training. Responsibilities

  60%    Training:  •  Coordinates and evaluates the training needs of the department. •  Creates, plans, coordinates, and delivers training programs for new employees. •  Creates, plans, coordinates, and delivers in-service training programs for existing employees. •   Develops policies and procedures to expedite and improve the training operation of the department. •    Consults with Supervisors and Managers regarding the delivery of training and development services. •    Consults with State, local, or private training units regarding the delivery of training and development services. •    Stays abreast of State and Federal Child Support laws, regulations, policies, and procedures •  Identifies and reports to the Establishment Supervisor regarding the specific training needs of the department. •  Maintains and organizes updated training material for all job positions, including Administrative Assistant 1,  Enforcement, Establishment, and Interstate positions. •  Collaborates with the Establishment and Enforcement supervisors in order to maintain uniform training materials.  May be called upon to assist with training in either location as needed. • Develops and utilizes training status documents to provide to supervisors weekly, to provide updates regarding the status of trainees. •   Develops and utilizes training assessment documents that the Supervisor, Trainer, and Trainee sign off on at completion of training (used for both new employee training and refresher employee training). • Develops and utilizes a request for additional training form that employees can use at any time during training OR existing staff can use for refresher training OR Supervisors can use when they identify training needs within their unit. 20%    Quality Assurance Analysis: This employee will work with data reports, review instruments, performance management and supervisory assessment to assess areas of need or trending areas of potential concern. Employee will take the findings and implement employee specific or area specific training to make efforts to rectify the concern. 15%    Communication & Working Relationships:                     This employee should answer all calls immediately unless conducting training and then as soon as professionally and respectfully possible, respond to voice mail within 24 hours, treat persons professionally and respectfully, and facilitate training for partnering agencies and community as is necessary. This employee should communicate concerns and findings timely to supervisors regarding their staff. Additionally, relaying training information and policy/agency expectations in a clear, thorough manner is essential.            5%      Other Duties:                     Other tasks designated by supervisor or program manager as needed or known to support the area.

Skills & Abilities Education & Experience:  Four year degree preferably in related field, and one year as a Child Support Agent, OR, an Associate Degree, preferably in related field, and three years as a Child Support Agent; OR, high school graduate and five years as a Child Support Agent. Preferred qualifications, at least 3 years as a Child Support Agent,  at least 1 year creating, planning, and coordinated training materials and programs for new/existing Child Support employees and at least 1 year providing actual training of Child Support staff. A copy of a certified college transcript and a letter of reference must be provided upon request. Computer Skills:  Proficient in MS Office (Excel, Word and PowerPoint Experience). Proficient intermediate past computer experience. License/Credentials: Possession of a valid N.C. driver's license is required for this position and maintaining a driving record in accordance with Alamance County policy. Other Position Information: This position is subject to reallocation contingent upon funding, agency needs and client population and are subject to perform work during emergency or disaster situations as required and may be required to staff shelter overnight.