Lead Child Support Agent

GENERAL STATEMENT OF DUTIES

This position serves as a lead worker to support and assist the agency in establishing, enforcing and modifying orders for children in single parent households.  It also serves to train the staff and support the organization as they perform the duties and tasks assigned to effectively administer the policies and procedures of the Child Support program.  It may also serve as Community Resources Agent (CRA).

DISTINGUISHING FEATURES OF THE CLASS

Employees in this class gather information necessary to locate absent parents, to establish paternity and support, and to determine the course of action of a child support case.  Work is characterized by determining course of action on cases, tracking witnesses and determining credibility, negotiating agreement with the absent parent, and testifying in court as required.  In monitoring court-ordered payments, agents determine what action to take when the absent parent is in arrearages - negotiate out of court, take to court, or wage garnishments.  Work is distinguished from lower level classifications by more in-depth focus on investigations and preparing cases for court action, ensuring enforcement of court support orders through follow up of cases, and interaction with additional variables affecting support enforcement.  May serve as an independent Community Resources Agent (CRA), to assist unemployed or underemployed participants with overcoming obstacles and obtaining gainful employment.  May serve as a lead person functioning in an independent role in presentation of cases (with the attorney) in the courtroom and serving as a trainer of Child Support Agents and Supervisors on changes in regulations and other work related issues including the Child Support Enforcement manual (state and/or local), office procedural guidelines, the applicable N.C. General Statutes, applicable courtroom procedures, and other reference manuals.

DUTIES AND RESPONSIBILITIES
Essential Duties and Tasks

- Serves as lead worker to assist Child Support staff with solving more complicated tasks, and policy interpretation.
- Provide backup assistance for supervisor and unit members
- Cover vacant caseloads
- Provide new employee training and refresher training for existing staff
- Monitors case management and unit performance by keeping logs and spreadsheets of activities performed in areas as assigned by the supervisor
- Performs quality reviews of cases
- Monitors and assists with improving unit and staff performance by working reports as assigned by the supervisor.  Assists the supervisor identify performance deficiencies and assists with the development and implementation of performance improvement plans
- Monitors customer service calls and completes quality evaluations on the calls.  Holds quarterly meetings to address the needs of our customer service staff and provide training in problem areas identified. 
- Monitors Courtroom activities and the quality of orders entered in Court.
- Investigates and locates absent parents of children through contacts with former employers, the court system, law enforcement agencies, tax records and the general public.
- Maintains caseloads in the ACTS system.
- Responds to participant questions and concerns.
- Interviews and negotiates with program participants.
- Prepares and presents cases in court.
- Research current Job Fair information, Community Activities and Special Events distribute and advertise details. 
- Establishes legal support obligations by filing a voluntary agreement with the Clerk of Superior Court based on the eligibility of the parent; monitors and initiates procedures for enforcing child support payments.
- Contacts and confers with the parent, magistrates, attorneys and other law enforcement agencies to ensure proper paternity for child.
- Provide intensive case management to non-working or underemployed non-custodial parents.
- Act as community resource liaison to maintain current community program partnership with newly discovered community programs.
- Act as Outreach Coordinator to schedule community events when Child Support appearance is requested.
- Track the agency's community resource referrals both court ordered and administrative and maintain a spreadsheet of all referrals to document progress and results for statistical purposes.
- Maintain a resource wall for the agency and court room.
- Keep resource forms and documents updated and stocked.
- Keep the resource book updated.
- Performs other duties related as assigned.

RECRUITMENT STANDARDS
Knowledge, Skills, and Abilities

- Considerable knowledge of all areas of the Child Support Enforcement Program including the applicable legal procedures and knowledge of case investigation methodology.
- Skill in interviewing clients and absent parents and arrive at a conclusion.
- Skill in organizing, analyzing, and summarizing case information
- Ability to establish and maintain effective working relationships with clients and absent parents, officers of the Clerk of Court, Magistrates, District Attorney, Sheriff, other court officials and private attorneys.

Minimum Qualifications

Bachelors degree, preferably in related field, and one year as a Child Support Agent

OR

Associates degree, preferably in related field, and three years as a Child Support Agent

OR

High school graduate and five years as a Child Support Agent.

Preferred Qualifications

Three years as a Child Support Agent.

Transcript Required
Copy of transcripts must be submitted with online application. Official college transcripts required at time of hire. Please send transcripts to:

Guilford County/HR c/o
Albert Parks III, 201 South Greene St, Greensboro, NC 27401 or attach a copy to your online application.

Work Conditions

Employees work primarily in an office setting but may be exposed to frequent contact with hostile clients and absent parents, some who are potentially dangerous.

May Require Driving
This position may require driving for this position whether driving a County owned or personal vehicle to conduct county business such as but not limited to attending conferences, meetings, or any other county related functions.   Motor Vehicle Reports may be verified for valid driver's license and that the driving record is compatible with the county's driving criteria.
If a personal vehicle is operated for county business proper insurance is maintained as per Guilford County's vehicle use policy.
 

Special Note

This generic class description gives an overview of the job class, its essential job functions and recommended job requirements and is not intended to list every specific function of this class title.  However, for each individual position assigned to this class, there is available a completed job description with physical abilities checklist which can be reviewed before initiating a selection process.  They can provide additional detailed information on which to base various personnel actions and can assist management in making legal defensible personnel decisions.

Salary : $49,285 - $57,909