Support Enforcement Specialist, Winchester, (W2017)
About The Position
The Support Enforcement Specialist (SES) serves as the program agent for assigned child support cases, engaging families to help ensure the financial and family support they need. The role manages a large caseload with varied levels of volume and complexity and uses case-management and communication skills to encourage custodial and non-custodial parents to support their children. Employees are expected to meet defined performance benchmarks and goals in a fast-paced, performance-driven environment. The position may involve locating non-custodial parents; coordinating with other state and country child support agencies; establishing paternity; determining and assessing child support obligations and health-care coverage; and promoting compliance with child and/or medical support orders through administrative and judicial enforcement actions. The specialist may provide testimony in court proceedings and connect parents with resources and partners that support self-sufficiency and active participation in their children's lives. The role involves customer service and payment-collection efforts, handling sensitive legal, financial, medical, and personal information, researching and reviewing accounts, and resolving customer questions through multiple communication channels. Staff work with colleagues and partners and manage multiple priorities in a high-volume, detail-oriented workload. The division provides structured training and on-the-job coaching. The position may be eligible for telework on a case-by-case basis under the Commonwealth's teleworking policy.
Requirements
- Ability to interact with a diverse public in a service setting and tactfully solve problems, including in difficult situations involving conflict.
- Skill in collecting information through interviews and obtaining and reviewing records, documents, and reports; ability to analyze, determine, and document appropriate actions to achieve results.
- Ability to work independently, plan and organize work, and manage multiple priorities in a case-management or caseload setting.
- Ability to interpret and apply laws, regulations, policies, and procedures to ensure compliance and achieve positive outcomes.
- Skill using a personal computer, remote-access technology, email, automated information systems, and Microsoft Office applications.
- Strong listening and negotiating skills and effective written and oral communication skills.
- Skill in performing basic mathematical computations.
- Ability to work considerately and respectfully as a team member to set, clarify, and achieve individual and team goals.
Nice To Haves
- Work experience gathering and organizing client documentation to process financial transactions and/or reconcile accounts.
- Knowledge of or work experience with legal processes, including preparing legal documents and providing court testimony.
- Work experience in child support enforcement.
- Work experience collecting past-due accounts.
- For listed work experience, recent experience is preferred so that it reflects current technology, work practices, methods, laws, regulations, policies, and procedures; experience where these duties were a primary purpose of employment is preferred.
Responsibilities
- Manage assigned child support cases as the program agent, including a large caseload of varying volume and complexity.
- Locate non-custodial parents.
- Work with other state and country child support agencies.
- Establish paternity.
- Determine and assess child support obligations and health-care coverage.
- Promote compliance with child and/or medical support orders through administrative and judicial enforcement actions.
- Provide testimony in court proceedings when required.
- Connect parents with resources and partners that support self-sufficiency and active participation in their children's lives.
- Provide customer service, maximize payment-collection efforts, and address customer inquiries.
- Handle sensitive legal, financial, medical, and personal case information.
- Research, analyze, and follow up on accounts to verify that established protocols have been achieved.
- Communicate with customers through multiple channels to resolve challenges and questions.
- Develop effective partnerships within and across teams.
- Meet defined performance benchmarks and goals while managing conflicting priorities.
Benefits
- Comprehensive pay and employee benefits
- Health insurance
- Life insurance
- Pre-tax spending accounts
- State-funded short- and long-term disability
- Paid holidays
- Vacation
- Tuition assistance
- Free wellness programs
- State retirement plan with options for tax-deferred retirement savings, including employer matching
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
