Job Bulletin
http://agency.governmentjobs.com/northcarolina/job_bulletin.cfm?jobI...
STATE OF NORTH CAROLINA
invites applications for the position of:
Lead Child Support Agent
JOB CLASS TITLE: Lead Child Support Agent
POSITION NUMBER: 60042238
DEPARTMENT: Dept of Health and Human Services
DIVISION/SECTION: Social Services/Child Support Services
SALARY
RANGE:
$34,190.00 - $53,063.00 Annually
RECRUITMENT RANGE: $34,190.00 - $42,407.00
SALARY GRADE / SALARY GRADE EQUIVALENT: 66
COMPETENCY LEVEL: Not Applicable
APPOINTMENT TYPE: Permanent Full-Time
WORK LOCATION: Wake County
OPENING DATE: 04/01/16
CLOSING DATE: 04/15/16 5:00 PM Eastern Time
DESCRIPTION OF WORK:
Lead Child Support Agent - 60042238
*Salary Grade – 66; Recruitment Range - $34,190 - $42,407
The North Carolina Department of Health and Human Services (DHHS) is one of the largest,
most complex agencies in the state and has over 17,000 employees. It is responsible for
ensuring the health, safety and well-being of all North Carolinians.
The Division of Social Services provides direct services that address issues of poverty, family
violence and exploitation. We aim to prevent abuse, neglect and exploitation of vulnerable
citizens, and promote self-reliance and self-sufficiency for individuals and families.
The Lead Child Support Agent position is located in the Customer Support Unit of the Child
Support central office in Raleigh. The primary purpose of this position is to assist with all
inquiries, complaints, emails and telephone calls that are received at the central office from
participants of the child support program, the Federal Office of Child Support, legislative, NC
attorney general's office, and other state and federal partners. The Lead Child Support Agent
responds to emails generated through the NC Child Support website utilizing the eCustomer
Service Tracking System, along with responding to other emails from both the DSS website and
System and Methods, Inc. (SMI). In addition, the Lead Child Support Agent must research and
respond to written complaints and correspondence. All responses must be accurate and in
accordance with NC child support policy guidelines. The Lead Agent must recognize the
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intricate issues relating to child support policy and procedures, the Automated Collection and
Tracking System (ACTS), and the Uniform Interstate Family Support Act (UIFSA). This position
requires a high degree of analytical ability to identify, correlate and interpret data and facts of a
very complex nature.
This position will be responsible for:
Ensuring timely and accurate responses are provided to the Governor, legislators,
departmental management and North Carolina citizens
Processing responses to the Federal Office of Child Support Enforcement when complaints
are filed
Processing responses with other state child support offices on child support cases
involving more than one state
Ensuring that all responses are clear, concise and consistent
Communicating customer complaints that may potentially result in complex policy or legal
issues to Child Support Management
KNOWLEDGE, SKILLS AND ABILITIES / COMPETENCIES:
Qualified applicants must possess and clearly reflect work experience on their application that
demonstrates the following:
NC Child Support Agent experience
Thorough knowledge of the NC Child Support program, including intergovernmental case
management and financial case management
Demonstrated experience using the Automated Collection and Tracking System (ACTS)
Effective communication skills, both verbal and written
Ability to perform complex financial case audits
Proficiency with Microsoft Word and Excel
Strong organizational and analytical skills
Excellent interpersonal skills to work with co-workers, leadership, agency attorney, state,
county and community partners
Proven experience with identifying and resolving problems with excellent attention to
detail
Ability to recognize, facilitate, and follow through with plans, tasks, and job
responsibilities
Proven integrity, strong teamwork goals, good judgment, a positive attitude and the drive
to pursue program challenging goals
MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS:
Graduation from high school and three years of experience in eligibility, investigative, judiciary,
or legal work that provides the knowledge, skills and abilities needed to perform the work and
one year in IV-D
OR
An associate degree in business administration, human resources, law enforcement or closely
related degree and two years of experience in eligibility, investigative, judiciary, or legal work
that provides the knowledge, skills, and abilities needed to perform the work and one year in
IV-D
OR
A four year degree and one year in IV-D
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OR
An equivalent combination of education and experience
SUPPLEMENTAL AND CONTACT INFORMATION:
The Department of Health and Human Services (DHHS) selects applicants for employment
based on job-related knowledge, skills, and abilities without regard to race, color, gender,
national origin, religion, age, disability, political affiliation or political influence.
Degrees must be received from appropriately accredited institutions. Transcripts, degree
evaluations and cover letters may be uploaded with your application. Applicants who obtained
their education outside of the United States and its territories are expected to assume
responsibility for having their academic degrees validated as equivalent to a degree conferred
by a regionally accredited college or university in the United States.
Please be sure to complete the application in full. Resumes may be uploaded with
your application, but will not be accepted in lieu of a fully completed application and
will not be considered for qualifying credit. "See Resume" or "See Attachment" will
NOT be accepted.
If multiple applications are submitted to an individual position, only the most recent application
received prior to the posting closing date will be accepted. Applications must be submitted by
5:00 PM on the closing date.
Due to the volume of applications received, we are unable to provide information
regarding the status of your application over the phone. To check the status of your
application, please log in to your account. Processing applications will take an average of 6
– 8 weeks due to the high volume of applications received. It is not necessary to contact the
Human Resources Office to check the status of an application. Upon the closing date,
applications are "Under Review" and will be screened by Human Resources for the most
qualified applicants.
For technical issues with your applications, please call the NEOGOV Help Line at
855-524-5627. If there are any questions about this posting other than your application
status, please call 919-527-6380.
APPLICATIONS MAY BE FILED ONLINE AT:
http://www.oshr.nc.gov/jobs/index.html
Position #16-03335
LEAD CHILD SUPPORT AGENT
SO
NOTE: Apply to the department listed on posting
An Equal Opportunity Employer, NC State Government
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Lead Child Support Agent Supplemental Questionnaire
*
1. I UNDERSTAND that DHHS requires a complete descriptive work history with all
employment experience detailed to be considered for employment. I have included all of
this information within my application. (NOTE: AN ATTACHED RESUME DOES NOT
SATISFY THE REQUIREMENT OF COMPLETING THE APPLICATION. If you haven't
completed the application requirements, please return to your application to finish it
before submitting your application.)
Yes, I understand and have fully completed all requirements.
*
2. The budgeted salary for this position is limited to $42,407. If offered this position, are you
willing to accept a salary within the posted recruitment range of $34,190 - $42,407?
Yes
No
*
3. Which of the following best describes the total number of years' experience in eligibility,
investigative, judiciary, or legal work that provides the knowledge, skills and abilities
needed to perform the job duties?
None
Less than 1 year
1 - 2 years
2 - 3 years
3+ years
*
4. If you answered Yes to the previous question, briefly explain how/where you obtained this
experience. If you answered No, type "N/A".
*
5. Which of the following best describes the total number of years' experience you have as a
NC Child Support Agent?
None
Less than one year
1 - 3 years
3 - 6 years
6+ years
*
6. If you answered Yes to the previous question, briefly explain how/where you obtained this
experience. If your experience is at the county level, please also indicate which county. If
you answered No, type "N/A".
*
7. Which of the following best describes your experience using the Automated Collection and
Tracking System (ACTS)?
None
Less than one year
1 - 3 years
3 - 6 years
6+ years
*
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8. Which of the following best describes how many years' experience you have analyzing
child support cases and analyzing financial information for both in-state cases along with
intergovernmental cases using the Automated Collection and Tracking System (ACTS)?
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None
Less than one year
1 - 3 years
3 - 6 years
6+ years
*
9. If you answered Yes to the previous question, briefly explain how/where you obtained this
experience. If you answered No, type "N/A".
* 10. Which of the following best describes your level of proficiency with Word?
None
Basic (create document, copy, paste, labels and envelopes)
Intermediate (utilize styles, format sections)
Advanced (create organization chart, insert chart, perform mail merge)
* 11. Which of the following best describes your level of proficiency with Excel?
None
Basic (create document, enter and edit text, SUM, format)
Intermediate (utilize functions, sort and filter lists, modify tables)
Advanced (pivot charts, queries)
* Required Question
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