Child Support Assistant

Milwaukee County Wisconsin•Milwaukee, WI

2d•Onsite

About The Position

Under the general direction of the child support supervisor, the Child Support Assistant performs varied customer service tasks in an organizational unit. The assistant responds to and streamlines worklist items to appropriate departments, interprets information received from participants, and identifies services participants need. The role includes frequent in-person interviews and contacting participants or other parties by phone or email to address general concerns, provide general information, or gather information. The assistant mails information and motion packets and income withholdings related to participants’ or external sources’ concerns. The position addresses child support policies, procedures, and case-specific issues; reviews and provides limited financial information from the KIDS System; and uses multiple computer databases to review cases, retrieve data, and respond to inquiries. It updates participant and case information, documents interview discussions and actions, generates verification letters and service-related packets, drafts income withholdings, and identifies the appropriate unit to handle participant concerns. Other duties may be assigned. Work is generally diversified and moderately difficult, structured and relatively routine, with choices made within standard policies and procedures. The position involves high-volume direct public contact, including contact with distressed individuals and exposure to demands and pressures from people other than the direct supervisor. Applicants must be Wisconsin residents when applying, meet the minimum qualifications at the time of application, and provide a full account of their training and experience. Additional written or performance tests may be required.

Requirements

High school diploma or GED equivalent.
Current Wisconsin resident at the time of application.
At least 6 months of clerical or child support experience.
Basic knowledge of related computer and software applications, including word processing and spreadsheets.
High level of accuracy and comprehension.
Knowledge of office and customer service principles, methods, and practices.
Oral and written communication skills.
Analytical skills and basic math skills.
Data-entry skills and ability to use a personal computer, query and retrieve information, and produce word-processing documents.
Ability to plan and work independently, conduct interviews, and work in a fast-paced, high-stress environment.
Ability to work efficiently in a high-volume environment with multicultural populations of varying educational and socioeconomic backgrounds, while projecting a positive and concerned image to the public.
Sensitivity to participants and ability to learn child support regulations, policies, procedures, statutes, and requirements.
Ability to work effectively and harmoniously with clients, attorneys, families, court officials, community-based agencies, law enforcement, other governmental agencies, and the public.
Ability to maintain strict confidentiality.
Applicants must possess the minimum qualifications when filing the application and submit a full account of training and experience; additional written or performance tests may be required.

Responsibilities

Address child support policies, procedures, and case-specific issues for participants who call or visit the office.
Review and provide limited financial information found in the KIDS System.
Contact participants or other parties by phone or email to address general concerns, provide general information, or gather information.
Use and analyze multiple computer databases to review cases, obtain data, and respond to child support inquiries.
Update information such as addresses and employers, and record information received or discussed during in-person interviews.
Add notes documenting actions taken on cases.
Generate letters to verify address and employer information, and send packets related to services requested by participants.
Draft income withholdings.
Determine the appropriate unit—such as interstate, paternity, intake, or order establishment—to address participant concerns instead of an office visit or worklist item.
Perform other duties as assigned.