Child Support Supervisor II - Enforcement Unit

Nash County•Nashville, NC

4d•Onsite

About The Position

This position supervises a team of seven Child Support Agents within the Enforcement Section of the Child Support Unit. The Child Support Unit is responsible for locating absent parents, establishing paternity and/or support orders, enforcing compliance with existing orders, and collecting and distributing child support. The Unit also reviews existing orders every three years for potential modification. The Supervisor provides guidance to staff in locating absent parents and enforcing/modifying orders, coordinates workflow, assigns cases, is responsible for staff training, monitors cases, resolves problems, and ensures quality services. The Supervisor coordinates with the Establishment Supervisor and Program Manager to meet unit goals, maintain staff morale, and establish policy and procedures. This position reports to the Program Manager and coordinates with the Establishment Supervisor for overall program planning, organizing, directing, and evaluating the local IV-D Program, ensuring compliance with federal and state laws and policies. Coordination with eligibility units, local judicial, and law enforcement systems is also required to maintain an effective program. The employee acts as a liaison between the community and local/state child support agencies.

Requirements

Demonstrates leadership knowledge and characteristics.
Knowledge of the court process.
Experience in court.
Ability to adapt to on-going and frequent changes.
Positive attitude and a willingness to learn and adapt.
Thorough knowledge of the Child Support Enforcement Program and applicable legal procedures including judicial operations.
Considerable knowledge of state and local personnel policy regarding leave, grievances, discipline, work hours, breaks, documentation requirements and overtime.
Considerable ability to plan, organize, evaluate, direct and execute work effectively.
Considerable ability to establish and effective working relationships with administrative superiors, associates, clients, legal entities and other social agencies.
Considerable knowledge of supervisory practices and management techniques including the ability to handle grievance and disciplinary actions, to motivate staff to handle complaints and inquiries and to resolve potentially dangerous or volatile situations.
Math skills to the extent that child support arrearages are reconciled and budgets can be computed to determine the appropriate amount of child support.
Considerable ability to organize, analyze and summarize case information both orally and in writing.
Considerable interviewing and investigative skills needed to gather, analyze and utilize information.
Ability to deal effectively with people from diversified segments of the population.
Ability to read and interpret material of a complex nature.
Ability to organize and prioritize due to the quantity and variety of tasks that must be completed.
Ability to compose material that is clear, concise and grammatically correct.
Ability to supervise, train, or orient supervisory level employees.
Ability to assess and evaluate child support cases to determine the need of the case and to communicate that to supervisors.
Ability to coordinate activities between all individuals, programs and agencies involved in the child support process including WFFA and Medicaid Units, Clerk of Court, IV-D attorney, private attorneys, sheriff’s departments, employers, other state IV-D agencies, our State Child Support Office and other local agencies, etc.
Ability to work cooperatively with others and to function well as a part of a team.
Ability to work independently and to make decisions.
Ability to use a personal computer.
Language skills in both oral and written form.
Ability to generate a high quantity of work with a high degree of accuracy.
Ability to meet deadlines and handle the stress of a constantly changing work environment and large quantities of work.
Physical ability to verbally communicate with others via telephone and in person.
Physical dexterity needed to operate personal computer, copying machine, calculator and telephone and to move between assigned work station and the work stations of the other child support and agency staff as well as between auxiliary agencies utilized in the child support process.
Considerable leadership ability needed to train, motivate and problem solve with staff.
Considerable interpersonal skills to enable effective management of others in a constructive manner.
Considerable knowledge of office management practices and procedures.
Graduation from a high school plus five of experience in eligibility, investigative, judiciary, attorney’s office or related work, which provides the knowledge, skills, and abilities, needed to perform the work, including one year of experience in the Child Support Program.
OR Four-year degree plus two and half years of work experience in Child Support Enforcement Program
OR Associate of Arts Degree in business, human resources, law enforcement, or closely related field plus three years of experience in investigative, judiciary, eligibility, attorney’s office or related work, including one year of experience in the Child Support Enforcement Program.
Valid NC Driver’s License
Immediate access to a vehicle to perform essential functions of the job

Nice To Haves

Demonstrates leadership knowledge and characteristics.
Knowledge of the court process.
Experience in court.
Ability to adapt to on-going and frequent changes.
Positive attitude and a willingness to learn and adapt.

Responsibilities

Provide supervision to a staff of 7 Enforcement Agents.
Provide considerable guidance to staff in locating absent parents, enforcing and/or modifying existing orders when appropriate.
Coordinate work flow operations.
Assign cases.
Be responsible for staff training.
Monitor cases.
Resolve problems.
Ensure that quality services are provided.
Coordinate with the Establishment Supervisor and Program Manager for the purpose of meeting the Child Support Enforcement (CSE) Unit's goals and objectives, maintaining the morale of staff and establishing policy and procedures.
Assume day to day responsibility for the Enforcement Section of the Child Support Unit.
Coordinate with the Establishment Supervisor for overall planning organizing, directing and evaluating the local IV-D Program in addition to overseeing that the goals, policies and procedures needed to ensure that both federal and state laws and state policy governing the Child Support Program are met.
Coordinate with the eligibility units, local judicial and law enforcement systems to maintain an effective program.
Act as a liaison between the community and the local and state child support agencies.
Establishes goals and objectives utilizing state performance indicators provided by the Regional Consultant.
Meets with the Regional Consultant monthly to review changes in regulations, policy and statutes that effect the operation of the local child support program and review cases pulled for audit.
Establishes and develops work standards and unit policy through the development and maintenance of detailed, written, standardized policy.
Assesses and interprets needs of the unit to the Program Manager.
Reviews and interprets IV-D Manual, Legal Manual, new statutes, etc. so that the programmatic and operational goals, policies and procedures can be adjusted as needed.
Interprets to the community, Clerk of Court, employers, judicial and law enforcement systems, etc., the child support program and their roles in making the program successful.
Acts as a member of the Management Team to assist in establishing agency needs, policies, procedures, etc. and keeps unit informed of Management Team decisions relating to both Agency and Unit.
Coordinates with the Establishment Supervisor to utilize her recommendations for changes in policy and procedures.
Schedules office visits and conferences with supervisees.
Aids supervisees in setting priorities and deadlines to meet goals.
Prepares unit meeting agendas and individual worker conference agendas.
Provides input to the Program Manager, Deputy Director and Director regarding need for staff, equipment, and training programs, etc.
Attend Monthly Manager’s Teleconference with State Personnel to discuss any changes as needed with staff.
Periodically reviews job assignments to ensure that work is fairly assigned and to ensure that each worker's skills are utilized.
Redefines job responsibilities as policy and needs of the unit change.
Establishes and adjusts unit priorities as needed.
Develops local forms and training material to assist in carrying out training responsibilities.
Sets time standards for when assigned work is to be completed.
Sets unit standards for both quantity and quality of work and assists Establishment Supervisor in setting individual standards for line staff.
Monitors and orders supplies for the Child Support Unit and Legal Department as needed on a monthly basis.
Provide statistics to Program Manager, Deputy Director and Director as needed for budget requests.
Assist in interviewing and hiring selection of new staff with the Program Manager.
Assist in counseling, disciplining, promotion or dismissal of employees.
Coordinates unit activities with Income Maintenance Director and Eligibility Supervisors, the IV-D Attorney, the Clerk of Court's Office and the judicial and law enforcement systems, the Establishment Supervisor, the Foster Care Supervisors and staff, and local and other county law enforcement officers.
Evaluates individual caseloads and staff skills on an ongoing basis making necessary changes to keep operations running smoothly and fairly.
Organizes Enforcement Unit to efficiently carry out changes in mandates in the Child Support Program.
Operationalizes new policy and programs for the Enforcement Unit.
Interviews dissatisfied or special clients to resolves issues.
Ensures all concerns/issues are addressed in a timely manner.
Receives incoming Change of Venue Cases from other counties. Review same for accuracy in the case file to ensure all required documentation is included in the case file. Research to ensure correct medical terms/codes are found in system and if any enforcement activities are immediately needed. Forwarding the case to appropriate agent for follow-up and/or enforcement.
Reviews incoming Change of Payee requests to ensure contents of previous client’s orders are included in new payee’s case file and to confirm all appropriate documentation is included in case files. Same is then forwarded to appropriate enforcement agent for proper follow-up on change/payee requests.
Researches and prints all appropriate monthly reports including self-assessments, agent’s statistical reports, and any clean-up reports that need agent feedback. These are assigned an appropriate due date to be completed by assigned agent.
Researches and responds to all case closure requests to ensure it is an appropriate request and meets state/federal criteria for case closure prior to approving request and closing out case.
Maintains small caseload when supervisory involvement may be required due to case may include direct family member of a current employee. This may include establishing and/or enforcing orders that include ongoing support, arrears and/or medical coverage.
Monitors, researches and approves all contempt actions taken against non-custodial parents for failure to comply with court orders.
Monitors, researches and approves any motions and/or modifications of support orders filed by agents or parties of the case.
Collect tax sensitive destruction logs and safeguard required Federal Tax Destruction Logs in compliance with Federal Regulations.
Ensuring logs are kept in storage in compliance with Federal Regulations.
Assists Attorney with Bankruptcy Process on any bankruptcy notifications received by the State Regional Consultant and/or State Child Support Central Office.
Ensuring that the bankruptcy process is monitored and completed in compliance with state and federal policy/regulations.
Ensuring appropriate notifications are made in the Child Support System to ensure Child Support Unit is in compliance with Federal Laws as it pertains to bankruptcy filings.
Makes recommendations for additional personnel, equipment, space, etc. based on sound factual data to the Program Manager.
Provides statistics to the Program Manager, Deputy Director and Director as needed to justify budget requests.
When staff submits requisition requests, supervisor researches and approves expenditures for court costs, paternity tests, birth certificates and refunds for overpayments of cost to appropriate party.
When incoming checks and/or payments are received at local office, Supervisor researches to determine if appropriate to accept, if made out to appropriate party and how it should be applied.
Develops and maintains a vehicle for compiling unit and individual statistics to utilize as a guide in determining if unit and individual standards and goals are being met.
Periodically reviews both unit and individual progress to determine whether or not internal changes need to be made to improve the child support program.
Utilizes Establishment Supervisor's and staff's suggestions in setting unit policy, procedures and standards as part of the review process.
Reviews work standards for the unit and redefines standards as needed.
Conducts individual and group conferences regularly to determine if unit and individual standards and goals are met, identifying and addressing problems promptly.
Reviews case records regularly for compliance with regulations, policies, standards and appropriateness of action taken.
Reviews case listing report and compiles this report to identify all open non-custodial parent cases and total number of these cases are provided to Administrative Accounting Clerk.
Reviews Collections Report and compiles this report that is provided to Director to report money collected by county on a monthly, quarterly and yearly basis.
Reviews Collections by Pay Source and compiles this report that is provided to Director to report source of all payments collected by the County.
Review State Foster Home and Foster Care Collections Reports and compiles this report to show how money collected is disbursed to the Federal/State Government and to local county. This report reflects reimbursement of funds expended on children while in state/county custody.
Reviews Payments Distributed per County and compiles this report to identify county expenditures made by Foster Care, State Foster Home, Incentive Money, cost of Tax Intercepts, paternity tests and legal fees.
Reviews Legal Fees Report and compiles this report for County Business Officer to identify and track incoming payments from the State Central Office as reimbursement of county legal fees paid out for service of court actions, show causes, Orders of Arrest and other civil actions.
Provides on-the-job training and orientation for new staff and ongoing training for staffing in individuals and group settings.
Develops written training materials used in training line staff.
Makes arrangement for staff to receive formal training initially and annually when offered and/or certifications as required by Federal and State regulations as needed.
Notifying state of any terminations as needed.
Conducts staff meetings at least monthly to review new manual material and agency policies, discussing problems with the unit and giving staff an opportunity to share problems, concerns, ideas, etc.
Provides written memoranda and instructions when necessary to instruct and to establish and clarify policy.
Utilizes the regional consultant in staff training as needed.
Provides training to assist IV-D attorney in matters relating to the child support program, policies and procedure.
In conjunction with Establishment Supervisor and Legal staff, assist in training new attorney and/or legal assistant as needed.
Monitor staff for appropriate follow-up on cases in their caseload. Ensuring proper and timely actions have been taken on or after scheduled appointments/hearings.
Monitoring their ‘work-lists’ (method of alerts received in Child Support Computer System) to ensure have been completed timely.
Give staff feedback on findings via conferences and/or notifications as needed.
Conduct Performance Reviews with staff on individual basis and discuss accomplishments, strengths, areas of improvement and any assigned goals for upcoming year.
Ensures adequate coverage is maintained in the Unit.
Approves appropriate leave for vacation and/or sick time.
Reassigns work as needed for proper coverage and timely workflow.
Monitors staff to ensure they have adequate time available to cover requests.
Review monthly timesheets for accuracy.
Provides counseling to staff regarding workload, assisting staff in dealing with their feelings regarding difficult or challenging clients.
Provides counseling and support regarding work performance and work habit issues.
If counseling and support do not work, supervisor begins the disciplinary process following written agency policy regarding discipline and grievance which could include coaching plans, work plans, and/or corrective action plans.
Evaluates each supervisee on an ongoing basis and prepares annual performance reviews.
Makes recommendations to the Director regarding promotion, dismissals, reassignment and salary adjustments of staff.
Assists the Program Manager in preparation of structured interviews, participates in interviews of potential unit members and makes recommendations to the Director based on the interview and reference checks.
Assists in selection, promotion or dismissal of employees in cooperation with Program Manager, Deputy Director and Director.
Develops and maintains a format to utilize in interviewing and appraisal of job applications.
Design new positions within the unit and is responsible for preparation of new job descriptions and assisting staff with updating existing positions when changes occur.
Expected to work in emergency shelters and/or perform related disaster tasks.
Performs other reasonable tasks requested by Program Manager, Deputy Director and Director.
Strengthens staff's awareness of job-related safety precautions and ensures that staff understands the Agency's Safety Protocol (including use of law enforcement) and importance of attitude and professionalism.
Ensures that staff understands the importance of controlling interviews and diffusing potential volatile attacks.
Ensures staff are instructed to call the Police Department if a situation seems to be developing that could endanger staff.
Completes incident reports on any and all incidents that occur during normal work hours and while on county property within 24 hours of occurrence.
Responsible for planning and implementing program changes and adjusting procedures to comply with changing program requirements affecting the enforcement unit.