Support Enforcement Specialist, DCSE - Lynchburg District, #W1946

DHRM•Lynchburg, VA

1d•Hybrid

About The Position

At the Virginia Department of Social Services (VDSS), we are dedicated to putting people at the center of everything we do, believing that every Virginian deserves a life of dignity. We are a large agency, partnering with local departments and community organizations to provide high-quality human services that promote the well-being of children, adults, and families statewide. The Division of Child Support Enforcement (DCSE) within VDSS manages a significant number of cases, ensuring child support payments reach families across the Commonwealth. Support Enforcement Specialists play a crucial role in this division by establishing and maintaining relationships with parents to ensure financial and family support for children. This role involves managing a caseload, utilizing case management and communication skills to influence parents towards supporting their children, and meeting performance benchmarks in a fast-paced environment. VDSS offers a supportive team setting with structured training and on-the-job coaching, aiming to develop employee competence and independence. We provide comprehensive pay, benefits, development, and unique career opportunities in public service, allowing employees to 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

Serve as program agent for assigned child support cases, engaging families to ensure the financial and family support they need.
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.
Ensure parents comply 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 their ability to be self-sufficient and active participants in their child's lives.
Manage a large caseload equal in volume and complexity.
Deliver a high level of customer service while maximizing payment collection efforts and addressing other customer service inquiries.
Handle sensitive case information (legal, financial, medical and other personal circumstances).
Research, analyze and follow up on accounts to verify established protocols have been achieved.
Interact with customers to resolve their challenges and questions using multiple communication channels.
Develop effective partnerships within and across teams.
Proactively call customers who may be evading or distrust the child support system.
Manage multiple conflicting priorities in a high-volume and detail-oriented role.