Child Support Case Manager - Lead - 161906

Job Title

Child Support Services Unit Supervisor

Job Description

Assists the Child Support Services Unit Supervisor in developing unit procedures and policies. Provides training, monitors for quality assurance, and provides complaint resolution. Lead Child Support Service Officers operate in one of the following areas of service: Intake, Enforcement, Establishment, Modification, Accounting.

Examples of Duties for Success

Serves as the subject matter expert on child support cases similar to those in the unit in which they serve. Guides employees in determining appropriate course of action through critical thinking, careful consideration, and interpretation of complex case circumstances and legal authority to establish parentage and establish, enforce, and modify financial and medical support. Prepares complex legal documents for attorney use in court hearings and follows-up on additional required document processing. Trains, coaches and mentors new and seasoned Child Support Service Officers. Develops training plans, evaluates training needs and effectiveness of training. Troubleshoots case processing issues, error messages, or other system anomalies. Provides one-on-one and team training to staff. Implements policies and procedures and provides feedback to the supervisor and staff. Maintains and regularly updates all training materials. Monitors work activities of caseworkers for quality assurance. Assists in the development or revision of unit procedures. Determines compliance with program standards, state and federal mandates, regulations, and statutes that govern the child support program. Identifies business practices and processes that impact the timeliness and accuracy of the department. Works with leadership to make improvements as appropriate. Completes required training and maintains required certifications as dictated by state and county. Assists with requests, concerns, and grievances from parties, prior to supervisor intervention in a timely and accurate manner. Effectively manages and works to resolve customer escalations while maintaining professional relationships. Conducts Quality Assurance reviews. Completes data analysis of accuracy trends, root causes of untimely processing, and other key performance indicators (KPIs) as assigned by leadership, in a timely and accurate manner. Collects and submits case files as requested by State and Federal partners. Maintains an abbreviated caseload of child support cases similar to those in the unit in which they serve. Provides coverage of vacant caseloads as needed. Promotes a positive work environment and motivates staff, maintaining focus on productivity and morale. Works quickly and accurately, with minimal supervision at times, to complete time-sensitive tasks. Performs related duties and responsibilities as assigned or required.

Qualifications for Success

Ability to interview customers who have diverse backgrounds, cultures, and experiences. Ability to work effectively with other employees, clients, attorneys, and the public. Ability to effectively use the following computerized systems and applications: ACSES, CBMS, Colorado Court Data Access, Work Number, ICCES, DMV, DOL, Microsoft Office Suite, TxtPro, TRAILS, COVIS, and QUICK. Knowledge of Volume VI, federal regulations, Colorado Revised Statutes, and interstate laws applicable to child support services. Maintains such knowledge by remaining current with program rules, regulations and statutory changes. Ability to understand court orders, draft legal documents, apply legal remedies, and process cases based on program standards. Ability to manage multiple tasks, organize workload with attention to detail, and apply critical thinking to complex situations. Ability to communicate clearly and concisely with a diverse population, both orally and in writing. Ability to establish, maintain, and foster positive working relationships with those contacted in the course of business. Ability to serve as a role model to a team of Child Support Service Officers.

More Qualifications for Success

Experience: Five (5) years of responsible work experience, including 1 year's experience as a Child Support Officer I or equivalent in child support services. Education and Training: High school diploma or GED equivalent. Satisfactory completion of a bachelor's degree in a related field may substitute for 3 years required professional experience. License & Certificate: Individuals hired are expected to obtain a Notary Public Commission within three months of employment and must be kept current. Individuals hired to perform Enforcement and Accounting duties must be able to obtain their Enforcement certification within one (1) year of hire. Certification must be kept current in accordance with state rule. Individuals hired to fulfill Establishment or Modification duties must be able to obtain their APA certification within one (1) year of hire. Certification must be kept current in accordance with state rule. Background Check: Successful completion of a criminal background check including fingerprinting through a national database. Ability to obtain, maintain, and ensure continued access to State and County systems in strict compliance with all applicable county and state regulations, policies, and user agreements.

Benefits

Adams County provides a comprehensive benefits package to employees that goes above and beyond what is offered at most organizations. Benefits You Expect: AFLAC Supplemental Medical Insurance, Basic Term Life & Optional Term Life Insurance, Deferred Compensation Plan, Dental/Vision/Medical Plans, Generous Vacation/Sick leave, Long-Term Disability, Retirement Plan, Short-Term Disability. Plus some you might not expect: Employee Assistance Program, Employee Fitness Center, Employee Health Clinics, Flexible Work Schedules, Recreation Center Discounts, Training & Tuition Reimbursement Programs, Wellness programs, Lactation friendly certified workplace.