Program Coordinator

Program Coordinator

Location: Indianapolis, IN 46204 Duration: Long Term

The Employer Maintenance Unit (EMU) was created to maintain accurate employer records in the Indiana Support Enforcement System (ISETS) in order to ensure child support income withholding orders are sent to the correct location.

The unit is responsible for addressing inquiries from county Prosecutor’s offices and other outside sources as well as serves as the primary point of contact for employers. Quality customer service for employers is critical as a majority of child support payments are processed via Employer Income Withholding.

Responsibilities include:

• Answering the EMU ACD phone line in a courteous and professional manner in order to address the caller's issues, update critical employee data, update company data, provide lump sum totals, and provide support to the caller by delivering quality customer service.
• Responding to the emails and faxes for the EMU helpdesk practicing proper email etiquette.
• Researching the ISETS database, resource programs, and the internet to update employer information in addition to sending letters, making phone calls, sending e-mails, etc. to the employer to obtain the necessary data needed and/or verify the data.
• Working with the county prosecutor staff in responding to their requests to add/update employer information.
• Providing training to employers and county caseworkers on policy and procedures.
• Working reports to identify employers, change addresses for employers and participants, or update critical employee data.
• Working data clean-up reports to ensure employer data reliability

Some moderately complex clerical, secretarial and customer service functions. This work requires attention to detail and understanding of the impact the work performed has to the agency. The employee must work independently and provide excellent customer service.

Knowledge of basic personal computer operations

Proficient in Microsoft Office Products

Proficient in keyboarding

Experience providing customer service internally and externally.