What You'll Be DoingThe Wake County Child Support program services are routinely coordinated with other county, state, and international jurisdictions and involve complex case variables that require resolution utilizing formal judicial and law enforcement systems. The work of the Team Lead is distinguished from the Case Agent in such areas as independence of action and knowledge expertise to assist the entire Office with case management processes across the four (4) Child Support sections: Establishment, Enforcement, Intergovernmental, and Legal. The Team Lead is responsible for processing complex cases that exceed Case Agent scope of knowledge but do not require supervisor and/or manager intervention.
The Team Lead will:
- Assist unit Supervisors in ensuring performance measures, priorities, and deadlines are met
- Serve as a mentor to Case Agents and other staff
- Assist in providing responses to case processing and technical questions
- Assist Unit Supervisors with implementing practical strategies to enhance performance
- Complete continuous quality reviews utilizing a variety of methods from reports and queries to worklist and document imaging task management review
- Complete assigned special projects to address areas of need including: processing cases for vacant, trainee and/or lower performing caseloads, data reliability audits, undistributed receipts, worklist processing, self-assessment reports, financial audits to resolve financial discrepancies, court prep and attendance and after court activities
- Maintain small, specialized caseload (i.e. Rev/Adjustment - ENFA and Child Welfare and/or Legal Bio cases - ESTA)
- Complete other duties as assigned All duties and assignments are carried out independently with only minimal supervisory/management review
About Our TeamThe Wake County Child Support Office is the second largest urban Child Support Services Program in the state. Wake County provides services to custodians of minor children by locating non-custodial parents; establishing paternity and cash and medical support obligations; enforcing and modifying support orders; and collecting and distributing child support payments. The legal, court, and financial related duties of the Child Support Program require a high degree of accuracy. Are you ready the help families thrive and set children up for success? Wake County seeks a dedicated professional to join our Team. Wake County partners with federal and state agencies, as well as community organizations, and employers to promote parental responsibility. Our goal is not only to help children receive the support they need and deserve from parents, but to share resources with parents to address barriers preventing the payment of support.
The Basics (Required Education and Experience) - Bachelor's degree
- Two years of job-related experience
- Equivalent education and experience are accepted
- Please include ALL prior work experience on your application and resume.
Beyond the Basics (Preferred Education and Experience) - Proficiency and experience with Data Warehouse, XPTR, and Excel including pulling data, creating reports, queries, data processing, display, and analysis of data queried
- Ability to establish and maintain effective working relationships with program participants, partner Agencies, including the offices of the Clerk of Court, Magistrates, District Attorney, Sheriff, other court officials, and private attorneys, and other partner agencies
- Four (4) years of experience as a Child Support Case Manager/Agent within a Child Support Enforcement Agency
How Will We Know You're 'The One'? - Thorough knowledge of the Child Support Services Program, related legal procedures, judicial operations, program policy, laws, and procedures
- Considerable interviewing skill with the ability to tactfully discuss sensitive topics
- Strong experience investigating, and analyzing case variables determining best course of action applying policy, laws, and rules governing the Child Support Program
- Ability to organize, analyze, and summarize case information
- Expert utilization of the Automated Collections and Tracking System (ACTS) to collect and update case data and information, including the timely entry, disposition, and/or completion of case notes, case events, worklist, and document preparation and generation, in addition to reading and interpreting manual material on-line
- Remain knowledgeable of program policy, procedure, and automation changes
- Ability to reconcile differences in court ordered obligations and case financials, considering support payments received, held, and distributed
- Participate in computer based training and practical application and/or classroom training for new or experienced staff
- Exceptional customer service skills
About This PositionLocation: Waverly F. Akins Wake County Office Building Raleigh, NC 27602
Employment Type: Regular
Work Schedule: Monday - Friday 8:30am - 5:15pm
Hiring Range: 23.57 - 30.28
Market Range: 23.57 - 37.00
Please include
ALL prior work experience on your application and resume.
Posting Closing Date: 7:00 pm on 9/26/2024
What Makes Wake GreatHome to the State Capital, Wake County is one of the fastest growing areas in the nation and the most populous county in the state, with more than 1.1 million residents. The County has received national and international rankings and accolades from publications such as Money, Fortune, and Time magazines as being one of the best places to live, work and play. The central location of the County allows for a short drive to the spectacular mountains or coast. Wake County Government is governed by a seven-member Board of Commissioners, who are elected at-large to serve two-year terms. Wake County Government has a general operating budget of $1.874 billion, employs over 4400 employees, experiences minimal turnover, and is an award-winning leader in wellness and technology initiatives; such as offering employees and covered spouses free access to the Employee Health Center. Wake County Government offers a wide range of training and development opportunities, a stable career in public service with a balance of work and family life, flexible work schedules and a competitive salary and benefits package.
Equal Opportunity StatementWake County provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.
Background Check StatementPosition may require a background check that may include: criminal, credit, motor vehicle, education, and sexual offender registry or others based on job requirements. Unless required by state law, a record of conviction will not automatically exclude you from consideration for employment. Wake County Government is an Equal Opportunity Employer.
Emergency Service Worker StatementIn the event of an emergency, as determined by the County Manager or designee, participation in preparedness and response operations should be expected. Employee may be required to fill a temporary assignment in a role different from standard duties, work hours and/or work location in preparation for, during and after the emergency. Employee may also be required to participate in relevant exercises and regular preparedness training.
