Support Enforcement Specialist, DCSE - Valley District, #W0621, #W1126 (Repost)

Virginia Information Technologies Agency•Staunton, VA

23d•$44,192 - $50,000•Hybrid

About The Position

At the Virginia Department of Social Services, we put people at the center of everything we do. We believe that every Virginian can live a life of dignity and that all voices, ideas and experiences contribute greatly to our pursuit of excellence. Inspired by continuous improvement, we commit ourselves to listening, learning and cultivating environments of trust, respect and positive engagement. Together, we are mission-driven, eager to achieve, and passionate about bringing the best of who we are to those we serve. We design and deliver high-quality human services that help Virginians achieve safety, independence, and overall well-being. We are a $2 billion agency – one of the largest in the Commonwealth of Virginia – partnering with 120 local departments of social services and 31 community action agencies, along with faith-based and non-profit organizations, to promote the well-being of children, adults, and families statewide. We proudly serve alongside 1,650 (state) and 12,200 (local) human services professionals throughout the Social Services System, who ensure that thousands of Virginia’s most vulnerable citizens have easy access to the services and benefits available to them. The Virginia Department of Social Services (VDSS) engages families for success. Its Division of Child Support Enforcement (DCSE) manages nearly 246,000 cases to ensure that child support payments of $598 million per year reach families across the Commonwealth. Support Enforcement Specialists establish and sustain helping relationships with parents who have payment obligations as well as parents who depend on those payments. The Support Enforcement Specialist (SES) serves as program agent for assigned child support cases, engaging families to ensure the financial and family support they need to grow and thrive. The SES position manages a large caseload equal in volume and complexity and draws on a wide range of case management and communication skills to influence noncustodial and custodial parents toward supporting their children. Employees are expected to meet defined performance benchmarks and goals to ensure efficiency and accountability in our fast-paced work environment. The ideal candidate enjoys: • delivering a high level of customer service while maximizing payment collection efforts and addressing other customer service inquiries • handling sensitive case information (legal, financial, medical and other personal circumstances) • researching, analyzing and following up on accounts to verify established protocols have been achieved • interacting with customer to resolve their challenges and questions using multiple communication channels • developing effective partnerships within and across teams that create a culture of continuous support for each other and customers • the challenge of building strong relationships through proactively calling customers who may be evading or distrust the child support system • a high-volume and detail-oriented role where multiple conflicting priorities are consistently part of the daily workload. The Division of Child Support Enforcement offers an interactive team setting, where staff receive structured training, and the benefit of on-the-job coaching. Support Enforcement Specialists are given the tools to develop the competence and independence to successfully meet the challenges of engaging in this fast-paced, performance-driven environment. VDSS engages its employees for success by offering comprehensive pay and employee benefits, development, and unique job and career opportunities in public service. VDSS employees make a vital difference for Virginia’s families.

Requirements

Ability to interact with a diverse public in a service setting to tactfully solve problems, sometimes in difficult situations where conflict is encountered.
Skill in information collection through interviewing and obtaining/reviewing records, documents, and reports, and the ability to analyze, determine, and document the appropriate action in order to achieve results.
Ability to work independently: plan, organize, and handle multiple priorities in a case management/caseload setting.
Ability to interpret and apply laws, regulations, policies and/or procedures to ensure compliance and produce positive outcomes and results.
Skill in the use of a personal computer using remote access technology, email, automated information systems and Microsoft Office applications.
Demonstrated strong and effective listening and negotiating skills combined with outstanding written and oral communications.
Demonstrated skills in performing basic mathematical computations.
Ability to work in a considerate and respectful way as a team member to set, clarify and achieve individual and team goals.

Nice To Haves

Work experience in gathering and organizing client documentation to process financial transactions and/or account reconciliation.
Knowledge of and/or working experience in legal processes, to include preparing legal documents and providing court testimony.
Work experience in child support enforcement.
Work experience in the collection of past due accounts.
Prefer recent working experience to ensure relevance to current technology, work practices and methods, and familiarity with current laws, regulations, policies and procedures.
Prefer jobs whose duties show that the “working experience” was a primary purpose of employment.

Responsibilities

locating non-custodial parents
working with other state and country child support agencies
establishing paternity
determining and assessing child support obligations and health care coverage
ensuring parents comply with child and/or medical support orders through a number of administrative and judicial enforcement actions
providing testimony in court proceedings when required
connecting parents with resources and partners that support their ability to be self- sufficient and active participants in their child lives