Child Support Supervisor II - Enforcement

Nash County•Nashville, NC

16h•Onsite

About The Position

The Child Support Supervisor II has day-to-day responsibility for the Enforcement Section of the Child Support Unit and supervises seven Enforcement Agents. The supervisor guides staff in locating absent parents and enforcing or modifying support orders, coordinates workflow and case assignments, provides training, monitors cases, resolves problems, and ensures quality services. The position reports to the Economic Services Program Manager and coordinates with the Establishment Supervisor to plan, organize, direct, and evaluate the local IV-D Program and ensure compliance with federal and state laws, policies, and procedures. The supervisor also coordinates with eligibility units, courts, law enforcement, attorneys, employers, other agencies, and community members to support effective child support services. The role includes operational planning and management, policy and procedure development, staff training and performance oversight, financial and resource management, and review of unit and individual performance. The supervisor handles selected complex or sensitive cases; reviews and approves enforcement actions, motions, modifications, and case closures; monitors reports and collections; supports court-related work; and ensures records and processes comply with applicable regulations. The position may also represent the agency, resolve client concerns, and perform related disaster-response duties. This is a full-time position with a standard schedule of 8:00 a.m. to 5:00 p.m., Monday through Friday, for 40 hours per week. Flexibility or overtime may be required due to court schedules and workload demands; compensatory time is provided when work extends beyond the regular schedule. Work is performed in a county social services agency, with court, county, and out-of-county meetings and workshops as needed. Overnight stays are sometimes necessary. The work may involve emotionally distressed or hostile clients and absent parents, requiring awareness of safety protocols and the ability to de-escalate volatile situations.

Requirements

High school graduation and five years of experience in eligibility, investigative, judiciary, attorney’s office, or related work, including one year in the Child Support Program; OR a four-year degree and one year of Child Support Enforcement Program experience; OR an Associate of Arts degree in business, human resources, law enforcement, or a closely related field and three years of related experience, including one year in the Child Support Enforcement Program.
Thorough knowledge of the Child Support Enforcement Program and applicable legal procedures, including judicial operations.
Considerable knowledge of state and local personnel policies and supervisory practices, including leave, grievances, discipline, documentation, and overtime.
Ability to plan, organize, evaluate, direct, and execute work effectively; prioritize multiple tasks; meet deadlines; and work independently.
Ability to establish effective working relationships with staff, administrators, clients, legal entities, and other agencies.
Ability to supervise, train, motivate, and support staff; manage complaints and inquiries; and address grievance and disciplinary matters.
Interviewing and investigative skills and the ability to analyze, organize, and summarize case information orally and in writing.
Math skills sufficient to reconcile child support arrearages and compute budgets.
Ability to read and interpret complex material, including statutes, manuals, policies, and procedures.
Ability to communicate clearly and grammatically in writing and verbally, including by telephone and in person.
Ability to use a personal computer and office equipment.
Ability to work effectively with people from diverse backgrounds and coordinate with programs, agencies, courts, attorneys, employers, and law enforcement.
Ability to handle stress and high volumes of work in a changing environment while maintaining accuracy.
Physical dexterity to operate office equipment and mobility to move within the agency, attend court and meetings, and carry records, documents, and supplies.
Ability to manage and de-escalate potentially volatile situations and follow safety protocols.

Responsibilities

Supervise seven Enforcement Agents and provide guidance on locating absent parents, enforcing and modifying support orders, and managing cases.
Coordinate workflow, assign cases, set priorities and deadlines, and monitor case progress and staff follow-up.
Establish unit goals, work standards, policies, and procedures in response to state performance indicators, regulations, statutes, and program changes.
Coordinate with the Program Manager, Establishment Supervisor, Regional Consultant, agency leadership, eligibility units, attorneys, courts, law enforcement, employers, and other agencies to support program objectives.
Train and orient new and current staff, develop training materials, conduct staff meetings, and arrange formal training as needed.
Conduct conferences, monitor staff performance, provide counseling and feedback, prepare annual performance reviews, and recommend personnel actions.
Review case records, caseloads, reports, enforcement actions, motions, modifications, contempt actions, and case closure requests for accuracy and compliance.
Manage selected sensitive cases and review change-of-venue and change-of-payee cases for completeness and appropriate assignment or follow-up.
Compile and review unit statistics, collections reports, caseload reports, and other reporting for management, budgeting, and operational review.
Recommend staffing, equipment, space, and training needs; monitor supplies and review or approve specified expenditures and payment matters.
Coordinate and assist with court-related work, including monitoring outstanding orders and supporting the IV-D Attorney as needed.
Maintain and safeguard Federal Tax Destruction Logs and oversee bankruptcy-related notifications and processes in compliance with applicable rules.
Ensure adequate unit coverage, approve appropriate leave, reassign work as needed, and review monthly timesheets for accuracy.
Resolve client concerns and complaints, explain the Child Support Program and related policies, and serve as a liaison with the community and partner agencies.
Promote staff safety awareness, follow agency safety protocols, and complete incident reports within 24 hours when required.
Work in emergency shelters or perform related disaster tasks, and carry out other reasonable duties requested by agency leadership.