Child Support Services Agent

Wake County Government • Raleigh, NC

1d • $27 - $33 • Hybrid

About The Position

Wake County’s Department of Social Services is seeking a diligent, dependable, organized, and customer-focused Child Support Services Agent to provide comprehensive case management to parents and custodians seeking child support services. The role works with parents, partner agencies, other states and nations, and government officials to locate parents, establish paternity, and establish financial and medical support obligations. The agent enforces, monitors, and modifies child support orders as appropriate, using administrative and judicial processes in accordance with applicable laws, regulations, and program policies.

The position is based at the Wake County Office Building in Raleigh, North Carolina, and offers a hybrid schedule of three days in the office and two days working from home after training. During training, which typically lasts four to six months, the employee works in the office five days a week until able to perform essential job functions and meet performance expectations. The role is subject to a one-year probationary period and requires pre-employment professional reference checks, fingerprint submission, and state and national criminal history checks. Social Services employees are also expected to support and participate in departmental emergency preparedness and response activities, which may involve temporary changes in duties, hours, or location.

The regular work schedule is Monday through Friday, 8:30 a.m. to 5:15 p.m. The hiring range is 26.82–32.79, and the market range is 26.82–38.76. Wake County describes its compensation and benefits package as competitive and offers a work environment that encourages staff engagement, innovation, and personal and professional growth.

Requirements

• Bachelor’s degree and two years of job-related experience; equivalent education and experience are accepted.
• 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 policies, laws, and rules.
• Ability to establish and maintain effective working relationships with program participants and partner agencies, including the Clerk of Court, Magistrates, District Attorney, Sheriff, other court officials, and private attorneys.
• Ability to learn and use the Automated Collections and Tracking System (ACTS) to perform 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 ability to communicate complicated or sensitive information clearly and concisely.
• Must include all prior work experience on the application and resume.
• Pre-employment professional reference checks, fingerprint submission, and state and national criminal history checks are required.

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 more than 500 cases.
• Perform sensitive and confidential investigative work for Child Support Program purposes.
• Interview and negotiate with program participants.
• Research and verify income, assets, and expenses.
• 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, and regulations.
• Perform other related duties as assigned.
• 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 encouraging staff engagement, innovation, and opportunities for personal and professional growth.

What This Job Offers

• Job Type: Full-time