Program Supervisor I

State of North Carolina

5d

About The Position

The North Carolina Department of Health and Human Services (DHHS) is one of the largest, most complex agencies in the state, and has approximately 17,000 employees. It is responsible for ensuring the health, safety, and well-being of all North Carolinians, providing human service needs for special populations including individuals who are deaf, blind, developmentally disabled, and mentally ill, and helping poor North Carolinians achieve economic independence. The North Carolina Child Support Services Program operates in accordance with Public Law 93-647, NC General Statutes 110-128-143 and Title IV-D State Plan filed with the Federal Office of Child Support Enforcement. Services provided by the Program include the location of non-custodial parents, establishment of paternity and support, enforcement of support and collection, distribution, and disbursement of support payments. The Intergovernmental unit consists of the Central Registry and the State Parent Locate Service Unit, This position is responsible for two major areas of child support enforcement activities. The Central Registry serves as the federally mandated Central Registry for incoming interjurisdictional referrals which require services in location, establishment of paternity and/or child support, medical support, enforcement and collections. The federally mandated State Parent Locate Unit also provides location assistance to local child support agencies, other states and countries, by conducting searches for non-custodial parents. The Central Registry/SPLS is also responsible for the tracking and handling of Affidavits of Parentage received from NC birthing facilities, the tracking and handling of referrals for federal crimination prosecution Project Save Our Children from local CSS Offices, and the tracking and referrals from other state CSS offices for withholding of NC unemployment insurance benefits. The primary purpose of this position is to provide technical assistance to regional, state, local staff, other state, federal child support agencies, the Department, the Division, clients and the general public. This position is responsible for evaluating state and federal regulations, the Uniform Interstate Family Support Act (UIFSA), the Full Faith and Credit for Child Support Orders Act; coordinating and developing procedures across program lines, other departments and private entities to effect implementation. Other functions of this position include; Input in the legislative process and identification, coordination of automation impacts on these entities resulting from federal/state requirements and strategic planning for the team in collaboration with the Section Chief for Fiscal Operations. This position requires thorough knowledge of the program and the understanding of the complexity involved with the procedures and processes of this unit. This position is responsible for consultation, interpretation and technical assistance regarding child support Interstate and Location policies and procedures. As the supervisor this position is responsible for managing the Central Registry and State Parent Locate Units. Staff includes 3 Processing Assistants III, 2 Processing Assistants IV, 1 Program Assistant IV, 2 Lead Child Support Agents and one Accounting Technician. Work includes planning work operations, setting goals, drafting budgetary recommendations, providing training, staff development, designing and implementing program procedures and establishing work standards. This position reports directly to the Section Chief for Fiscal Operations.

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 working in the NC Child Support Program or other social service programs.
• Proven experience using the Automated Collection and Tracking System (ACTS) or other automated system.
• Experience with Microsoft Office Suite.

Responsibilities

• Management of Central Registry/State Parent Locate Service
• Oversees all incoming requests from other states, U.S. territories and other countries, use the Central Registry/State Parent Locate Service as the federally mandated initial point of contact to request location, paternity, support (monetary and medical), and enforcement of child support orders, and possesses knowledge of every component in the program.
• Oversees the Affidavit of Parentage process.
• Oversees the process for withholding unemployment benefits only from other states and partners with NC Department of Commerce.
• Oversees referrals for federal child support prosecution cases,
• Oversees that CSS automated system is updated with changes of other U.S. states and territories.
• Updates the federal database with changes to North Carolina policies, procedures, legal and contact information; responsible for downloading and analyzing information from other U.S. states and territories, and other countries to determine correct information to load in the CSS automated system,
• Serves as a resource/contact person regarding administration of CSS’s use of various state and federal location resources.
• Serves as a resource person for regional/national initiatives,
• Researches misapplied or lost child support checks for Interstate cases, working with Central Office Distribution staff, and State Disbursement Unit.
• Completes hiring process for new employees. Manages unit performance, analyzes work plans, monitors performance, provides on-the-job training and coaching to employees, reviews work of subordinates and evaluates performance, keeps statistical data, establishes and maintains work standards to meet state and federal programmatic requirements.
• Provides technical assistance regarding Interstate and Location policies and procedures to in-house staff, local child support staff, regional and state staff, other state and federal child support agencies.
• Responds to interstate and location issues to clients, noncustodial parents, employers, legislators, agency partners and the general public. Responds to requests for interpretations, research, writing, presentation, surveys, from the Department, Division, Section management, regional and federal offices and other entities.
• Serves as a resource/contact person regarding administration of NC CSS’s use of various location resources,
• Updates the federal database with changes to NC policies, procedures, legal and contact information; also downloads and analyzes information from other U.S. states and territories, and other countries to determine correct information to load in the NC CSS automated system,
• Participates in state, federal and regional conference calls.
• Serves as a resource responding verbally and in writing regarding policy, procedures, and NC CSS automated system for workers statewide, clients, noncustodial parents, area consultants, state office staff, employers, legislators, agency partners and the general public regarding child support. Participates on national level by attendance at conferences, presents workshops, completion of hand-outs, and participation on workgroups as appropriate. Leads meetings and communicates policy and issues to a wide variety of individuals,
• Prepares reports and presentations to various state, local and federal employees, responds to inquiries from state, regional and federal consultants regarding interstate and location policies and procedures as assigned.
• Reviews daily updates and changes to Action Transmittals, Dear Colleague Letters, Information Memorandums, Policy Interpretation Questions for program impact and discusses impact with Section Chief of Fiscal Operations.
• Drafts status response letters received from regional and federal child support, and responds to various surveys, questionnaires, requests for information, various assignments from Section Chief to supply requestor with NC procedures,
• Receives/ responds to several hundred phone calls, emails, fax requests a month,
• Reviews, responds to proposed federal directives, document changes, and other areas that require comment,
• Presents training and prepares hand-outs for workshops at the state and national levels as requested.
• Establishes and maintains effective working relationships with a variety of associates, legislators, other public officials, regional and federal child support employees, employees of other state agencies and the general public.

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: Mid Level
• Number of Employees: 1,001-5,000 employees