Position will supervise the Customer Support Unit monitoring incoming and outgoing mail, customer inquiries, and complaints. Manage the Unit to ensure timely, accurate responses to the Governor, legislators, departmental management and North Carolina citizens; coordinating responses to the federal Office of Child Support Enforcement. Reviewing responses to all in-state, out of state and federal inquiries to ensure that they are timely, clear, concise and consistent. Coordinating with other state child support offices on child support cases involving more than one state. Communicating customer complaints that may potentially result in complex policy or legal issues to management. Assisting with Program Monitoring to meet performance goals; create monthly reports and fill in for agents as needed.
Knowledge, Skills and Abilities / Competencies:
Applicant must possess a broad, current and operating knowledge of social services programs and working knowledge of the Child Support Program. Applicant must possess excellent customer service skills and have the ability to analyze case and financial information from the Automated Collection and Tracking System (ACTS); communicate well on the phone and in written correspondence; establish and maintain effective working relationships with Child Support staff and other state staff; Federal and State partners, organize and prioritize work; working knowledge of and experience using Microsoft Windows, Microsoft Word and Excel. Strong team and work ethics.
Additional preferred : Experience with the NC Child Support Program and the Automated Collections and Tracking System (ACTS) functionality. Knowledge of strategic planning and extensive computer software skills.
Minimum Education and Experience Requirements:
Income Maintenance Programs - Graduation from a four-year college or university and four years of experience in eligibility determination in AFDC, Medicaid, or Food Stamp programs in a county department of social services or at the state office level, one of which must have been in a supervisory or consultative capacity; or graduation from a four-year college or university and four years of experience in a combination of social work and eligibility determination, one of which must have been at a supervisory or consultative capacity in the area of eligibility; or high school graduation and eight years of experience in eligibility determination in AFDC, Medicaid or Food Stamp programs in a county department of social services, or at the state office level, two of which must have been in a supervisory or consultative capacity; or an equivalent combination of education and experience.
**Child Support experience may be substituted for the eligibility determination requirement.
Supplemental and Contact Information:
The Department of Health and Human Services, Division of Social Services 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. Applicants seeking veteran's preference should submit a copy of their Form DD-214. State employees who are seeking reduction in force priority should attach a copy of their letter of notification to receive this priority.
***Please submit an on-line State Government application. Applicants must complete the work history section on the application. Resumes will not be accepted in lieu of completing the state application form. Applicants that exclude required information on the PD-107, but reference "See Attached Resume" will be considered incomplete and will not be processed. ***
Application for employment must be submitted by 5 p.m. EST on the closing date.
***DEGREES MUST BE RECEIVED FROM APPROPRIATELY ACCREDITED INSTITUTIONS***
Division of Social Services Human Resources Office
Contact Person: Solona Baskerville
Contact Number: (919) 334-1043
North Carolina Office of State Human Resources
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