EXECUTIVE DIRECTOR OF CUSTOMER SERVICE AND CORRESPONDENCE AND MAILROOM OPERATIONS

Executive Director Of Customer Service And Correspondence And Mailroom Operations

The Office of Child Support Services (OCSS) primary goal is to ensure that children are financially supported by both parents. OCSS accomplishes this by locating non-custodial parents (NCP), establishing paternity and child support orders, and collecting and disbursing child support funds to those children. OCSS also services NCPs who are unable to provide financial support due to unemployment and/or being underemployed, by partnering with community-based organizations which offer educational, training, and job placement services for eligible parents. Enforcing and establishing child support orders, combined with employment and other support, assists impoverished families gain financial independence and become self-sufficient. Customer Service Operations provides key services for approximately 200,000 families with child support orders, of which a portion or 30,000 represent walk-in clients, mailed correspondence, and email inquiries. The staff provides information about child support cases, updates, corrects, and enters new case information and ensures that unresolved issues are forwarded to the appropriate unit for final resolution.

This division consists of four (4) primary areas of functionality: Customer Services assists custodial and non-custodial parents resolve problems identified with their child support cases regarding payments, address change or order of support modification. They also meet with non-custodial parents who are seeking resolutions to enforcement action such as driver license suspension taken by the agency. Since the pandemic, Customer Services has expanded from a Walk-In Center to a full-service center where staff respond to customers in person as well as via scheduled phone appointments, emails, text messages or documents sent by way of the mobile application. Correspondence Services responds to mail-in inquiries from custodial and noncustodial parents, out-of-state child support agencies and referrals from other units regarding cases with orders. The staff updates, corrects and enters new case information and ensures that unresolved issues are forwarded to the appropriate unit for further review, investigation, and possible resolution. Correspondence is also assigned interstate work, requiring them to utilize new tools and systems (i.e. Child Support Enforcement Network (CSENet) and the Electronic Document Exchange) to process interstate documents submitted by other child support jurisdictions for OCSS action. Further, Correspondence processes referrals received from the State that need to be uploaded into the ASSETS case record and then forwarded to the appropriate unit notifying them that action is required. Priority Correspondence is responsible for the timely investigation and resolution of a wide range of priority telephonic and written child support inquiries that are received from OCSS's Executive Deputy Commissioner's office, the Mayor's office, the Public Advocate's office, the Inspector General's office, HRA's Office of Legal Affairs (OLA), the Comptroller's office, and the public at large. The unit monitors and facilitates the review of all applicable electronic communications, including the State's Electronic Communication System (ECS), Correspondence and ECS ADA referrals ensuring they are addressed as a priority. Mailroom Operations receives all mail sent to OCSS. They are responsible for opening the mail, identifying the document, scanning it into the case folder and electronically sending it to the correct area of OCSS. Mail is processed within 3 days and much of OCSS mail is time sensitive. A key responsibility of the Executive Director is to ensure all timeframes are met.

Under general direction of the Assistant Deputy Commissioner of Parent and Community Engagement with wide latitude for the exercise of independent judgment, the Executive Director of Customer Service and Correspondence Operations (Administrative Director of Social Services, NM-II) provide direction, coordination, and administration of, administrative and clerical support staff within the Customer Service, Correspondence, and Mailroom Operations. The Executive Director ensures operational compliance with all Federal, State and City mandates and regulations; maintains close liaison with senior level staff of the Family Independence Administration (FIA), Domestic Violence Coordinator, CWA, Labor, Management, and various City agencies. The Executive Director assists in planning and implementing alternative methods of communication with the child support program, allowing customers to request services via email, mobile application, text messages and phone appointments. The Executive Director coordinates agency responses to priority inquiries from the Mayor, Commissioner, and other elected officials. The Executive Director administers and directs the implementation of special projects and related managerial tasks, responsibilities, and assignments to ensure that community-based organizations and their staff are familiar with the services offered by the child support program.

Hours: M-F, 9:00AM - 5:00PM