Customer Support and Reports & Analysis Units Supervisor

State of North Carolina

3d

About The Position

The North Carolina Child Support Program operates in accordance with the Public Law 93-647, North Carolina General Statutes 110-128-141, and Federal Regulations. Services provided by the Title IV-D Program include the location of non-custodial parents, establishment of paternity and support, enforcement of support and collection and distribution of support payments. North Carolina has approximately 300,000 child support cases for establishment and enforcement of child support court orders. This program is one of the few services available from the Division of Social Services that is not based on income level. Any individual can receive our services upon request. The primary purpose of the position is to oversee the day-to-day operations of the Customer Support Unit and Reports & Analysis Unit.: Customer Service Unit The Customer Service Unit responds to inquiries received from the general public, attorneys, Federal Office of Child Support, child support customers, employers, and legislators. Inquiries are received through written communication, email, phone via the North Carolina eChild Support website. These inquiries are thoroughly researched, and all responses are tracked through the eCustomer Service Tracking System (eCSTS). The unit also receives requests from all 100 local child support offices to enter employer information, (i.e., employer FEIN, address, phone, contact information) into the program’s Automated Collection and Tracking System (ACTS) that is necessary in order to establish and/or enforce child support orders. The Customer Service Unit receives and processes an average of 700 inquiries and requests per month. Reports & Analysis Unit The Reports & Analysis Unit prepares all federal, state, and internal reports regarding program performance. Additionally, this team provides assistance to all 100 counties in preparing and creating ad hoc queries and reports from the Client Services Data Warehouse (CSDW). The primary responsibilities of this unit include: • Ensure incentive funds are accurately distributed and disbursed to county Child Support Services offices. • Preparation of all federally mandated reports. • Monitor incentive performance. • Work with the CSDW team to design, develop and test queries and reports by creating, modifying, and updating business requirements. • Assistance to all 100 counties preparing, creating, and troubleshooting queries and reports from the CSDW. • Assist Continuous Quality Improvement (CQI) specialists, supervisors and local users with data requests and queries needed to increase program performance and/or perform case management/cleanup activities on Child Support Cases Management functions include case specific research/responses regarding child support activities requiring a strong understanding and interpretation of policy and procedures; as well as creating and maintaining working relationships with internal and external customers. This position must plan, assign, manage/review subordinate work and utilize Human Resources policy to manage and develop staff. Additionally, position works with the Senior Manager to provide input regarding long-range goals, objectives, and service delivery needs. This position works with the Senior Manager to ensure that objectives and operations are consistent with State and Federal regulations that govern the administration of the Child Support Program. All functions, duties, and responsibilities are guided by proper understanding of complex, intricate program policies and procedures in addition to state and federal legislation.

Requirements

• Bachelor’s degree from an appropriately accredited institution and three (3) years of experience related to the area of assignment; or an equivalent combination of training and experience.

Nice To Haves

• Experience in Child Support Program
• Experience with Microsoft Office or similar software
• Experience with Client Services Data Warehouse (CSDW)
• Demonstrated experience in supervision, decision making and problem solving
• Analytical Thinking & Resource Management
• Ability to exercise judgment/discretion establishing, applying, and interpreting policies & procedures

Responsibilities

• Oversee the day-to-day operations of the Customer Support Unit and Reports & Analysis Unit
• Respond to inquiries received from the general public, attorneys, Federal Office of Child Support, child support customers, employers, and legislators.
• Thoroughly research inquiries, and all responses are tracked through the eCustomer Service Tracking System (eCSTS).
• Receive requests from all 100 local child support offices to enter employer information, (i.e., employer FEIN, address, phone, contact information) into the program’s Automated Collection and Tracking System (ACTS) that is necessary in order to establish and/or enforce child support orders.
• Prepare all federal, state, and internal reports regarding program performance.
• Provide assistance to all 100 counties in preparing and creating ad hoc queries and reports from the Client Services Data Warehouse (CSDW).
• Ensure incentive funds are accurately distributed and disbursed to county Child Support Services offices.
• Preparation of all federally mandated reports.
• Monitor incentive performance.
• Work with the CSDW team to design, develop and test queries and reports by creating, modifying, and updating business requirements.
• Assist Continuous Quality Improvement (CQI) specialists, supervisors and local users with data requests and queries needed to increase program performance and/or perform case management/cleanup activities on Child Support Cases
• Plan, assign, manage/review subordinate work and utilize Human Resources policy to manage and develop staff.
• Work with the Senior Manager to provide input regarding long-range goals, objectives, and service delivery needs.
• Work with the Senior Manager to ensure that objectives and operations are consistent with State and Federal regulations that govern the administration of the Child Support Program.

Benefits

• The State of North Carolina offers excellent comprehensive benefits.
• Employees can participate in health insurance options, standard and supplemental retirement plans, and the NCFlex program (numerous high-quality, low-cost benefits on a pre-tax basis).
• Employees also receive paid vacation, sick, and community service leave.
• In addition, paid parental leave is available to eligible employees.

What This Job Offers

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