Program Manager, Child Support Services *Grant Funded

The primary purpose is to provide oversight of child support unit(s). Responsible for providing overall management of the assigned unit(s) daily processes. Ensures there are consistent processes for teams that are characterized as being holistic, client-focused, fair, respectful, and in the best interest of the children and families. Assists with the development of necessary policies when necessary. Provides technical guidance and instructions on best practices for completing assigned work for all within their respective units and assisting supervisory staff with the overall supervision of their assigned unit(s). Responsible for providing a proper interpretation of laws, regulations, policies, and procedures. Displays positive leadership abilities in their positions by being a team player and setting the example of how to interact with visitors, clients, coworkers, and other outside agencies and/or personnel. Demonstrates leadership that reflects professionalism, courtesy, integrity, dependability, and responsibility. Should be knowledgeable and/or willing to learn Cherokee Nation policies and procedures along with the ability to apply federal requirements and/or regulations in the job process. Ensure assigned staff/unit(s) are completing necessary responsibilities supporting the overall program mission statement. Responsible for the overall outcomes of their assigned unit(s) by establishing common goals for implementation to achieve positive results.

Responsible for providing daily oversight of Child Support unit(s) and developing standard policy and processes to ensure continuity of work goals. Responsible for the overall planning development of the assigned unit(s). Assists director in determining comprehensive program planning when requested. Responsible for ensuring there is ample staff in the assigned unit(s) to complete necessary tasks and assist with hiring, training, and providing staff with duties and goals to work towards that align with the program’s mission statement. Will assist in being the designee in charge when requested by the director(s). Assists with planning for the future of the program and its goals and develops timely and transparent policies and procedures that will lead to quality customer service and ensure adherence to policies and laws. May provide training and serve on committees and/or projects on behalf of the child support program. Routinely represents the program and assists with program promotion. Provides regular supervision over assigned staff and will ensure office needs are being met. Meets with assigned staff regularly to establish specific individualized goals and team goals. Ensures goal outcomes of program units are being completed, and teams are functioning cohesively. May assist with assigning cases to appropriate staff and ensuring staff has all the tools necessary to complete goals and objectives. Trains assigned employees to all components of their respective job duties and explains the importance of their role within the team/program. Responsible to ensure staff are trained on how to read/review legal documents, analyze and calculate child support numbers, and provide a record of payment history. Responsible to assist with payment processing if/when necessary and ensure payment processing occurs. Responsible to ensure legal proceedings are correctly completed, and cases are staffed and reviewed regularly for proper and timely action. Ensure all specific activities on individual cases are properly documented in the child support database systems and provide technical assistance and/or training to staff on how to utilize the database to complete action steps. Attend court hearings and provides case management guidance along with support on general action steps when necessary. Attend regular docket staffing with attorneys to present case recommendations and ensure staff is regularly presenting factual date to support said recommendations. Responsible to ensure staff have access to all necessary training to complete job duties; assists with planning appropriate training for each program position. Ensures staff are knowledgeable of general Cherokee Nation and child support policies and procedures; works to develop/amend policies and procedures when needed. Collaborates with other supervisory and/or administrative staff to share updates and develop new program initiatives when necessary. Responsible for providing monthly and quarterly reports and will be requested to assist in completing additional reports. Is knowledgeable on the child support database and can assist with technical issues when necessary. Assists with opening and closing the office, per office guidelines. Other duties may be assigned.

SUPERVISORY RESPONSIBILITIES

Directly supervises three (3) to seven (7) employees in the Child Support Services Department. Carries out supervisory responsibilities following the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

EDUCATIONAL REQUIREMENT

Bachelor's degree in Social Work, Accounting, Business Management, Behavioral/Social Sciences, Legal Studies, Child/Family and/or Human Services from a 4-year college or university; no substitutions.

EXPERIENCE REQUIREMENT

More than eight (8) years of experience with at least three (3) years in a supervisory capacity.

COMPUTER SKILLS

An individual should have knowledge of database software, internet software, payroll systems, spreadsheet software, and word processing software.

CERTIFICATES, LICENSES, REGISTRATIONS

Must possess a valid driver's license with a driving history verified through a motor vehicle report that meets the requirements for Cherokee Nation underwriting rating.

OTHER QUALIFICATIONS

The employee must not be and will not be under sanction by the United States Department of Health and Human Services Office of the Inspector General (OIG) or by the General Services Administration (GSA) or listed on the OIG's Cumulative Sanction Report, or the GSA's List of Excluded Providers, or listed on the OIG's List of Excluded Individuals/Entities (LEIE).

Must meet and maintain periodic background investigation and adjudication for childcare.

PHYSICAL DEMANDS

While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to stand, walk, sit, use hands to finger, handle or feel, and reach with hands and arms. The employee is occasionally required to climb or balance, stoop, kneel, crouch, or crawl, and taste or smell. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

WORK ENVIRONMENT

The noise level in the work environment is usually moderate.