Child Support Services Agent

County of Wake, NC • Raleigh, NC

1d • $27 - $33 • Hybrid

About The Position

The Child Support Services Agent provides comprehensive case management to parents who need child support services. The role works with parents, other agencies, and government officials to locate parents; establish paternity and cash and medical support obligations; and enforce, monitor, or modify child support orders as appropriate. The Wake County Child Support Office partners with parents, custodians of minor children, and other states and nations to secure financial and medical support for families and children.

The agent manages a caseload of 500 or more cases and performs sensitive, confidential investigative work. The position requires analytical and problem-solving skills, customer service, negotiation, and the ability to resolve cases through administrative and judicial processes in compliance with applicable laws, regulations, and program policy. Duties include researching and verifying financial information, processing and presenting cases in court, and resolving account discrepancies.

The position has a hybrid schedule of three days in the office and two days working from home each week after training. During training, typically four to six months, the employee works in the office five days per week until able to perform essential functions and meet performance expectations. The position is subject to a one-year probationary period. The regular schedule is Monday through Friday, 8:30 a.m. to 5:15 p.m. Employees may be required to support emergency preparedness and response operations, which may involve temporary changes to duties, hours, or work location. Pre-employment professional reference checks, fingerprint submission, and state and national criminal history checks are required.

Requirements

• Bachelor's degree and two years of job-related experience, or equivalent education and experience.
• Knowledge of the Child Support Program, related legal procedures, judicial operations, program policy, laws, and procedures.
• Considerable knowledge of interview and investigative techniques and procedures.
• Ability to analyze and evaluate case variables and recommend appropriate actions under applicable policy, laws, and rules.
• Ability to establish and maintain effective working relationships with program participants and partner agencies, including court-related offices and officials and private attorneys.
• Ability to learn and use the Automated Collections and Tracking System (ACTS) to perform job duties within required time frames.
• Ability to assist demanding or emotional clientele patiently and professionally.
• Ability to provide customer-focused service in a fast-paced work environment.
• Ability to multitask and produce quality work with close attention to detail.
• Strong organization and clear, concise communication skills, including communicating complicated or sensitive information.
• Completion of pre-employment professional reference checks, fingerprint submission, and state and national criminal history checks.
• Must include all prior work experience on the application and resume.

Nice To Haves

• Child Support Program case management experience.
• Corrections, probation/parole, or investigative experience.
• Legal case management or debt collections case management experience.
• Experience with ACTS, NCFast, OLV, and Microsoft Office software.

Responsibilities

• Manage a caseload of 500 or more cases.
• Perform sensitive and confidential investigative work for Child Support Program purposes.
• Interview and negotiate with program participants.
• Research and verify income, assets, and expense information.
• Prepare and present cases in court, including testifying as a witness when appropriate.
• Process cases to establish, modify, or enforce child support orders.
• Resolve account discrepancies.
• Maintain knowledge of and comply with program policies, procedures, regulations, and laws governing the program.
• Perform other related duties as assigned.
• Support and participate in departmental emergency preparedness and response activities, including relevant exercises and training as required.

Benefits

• Competitive benefits and compensation package.
• Hybrid work schedule after completion of training.
• Work environment that encourages staff engagement, innovation, and opportunities for personal and professional growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level