Case Worker - Child Support Customer Service

About the role

The Child Support Specialist initiates locate, intake, establishment, enforcement, or interstate actions for the establishment of paternity, support orders, and the collection of current and delinquent child support. This role ensures compliance with all State, Federal, and contractual time frames for establishing and enforcing child support orders.

The specialist interviews customers by telephone and in person to determine service needs, identify legal issues, and work with customers at all stages of the child support process through both scheduled and unscheduled interviews.

Responsibilities

• Assess cases in accordance with state and federal policies, rules, and regulations, including locating non-custodial parents' addresses, employment, and assets; establishing paternity and/or support orders; enforcing support orders; and reviewing/adjusting support orders.
• Take appropriate case action within established federal, state, and contractual time frames.
• Obtain and process information necessary for the establishment of paternity and support orders, enforcement of support orders, and review/adjustment of support orders, including contacting mothers and alleged fathers to secure consent orders.
• Conduct interviews with custodial and non-custodial parents.
• Access system data, including state-specific systems and internet resources, to obtain relevant case information.
• Prepare cases and necessary legal/administrative documents for review and approval by staff attorneys or supervisors.
• Monitor cases for delinquencies and modifications and take enforcement actions as appropriate.
• Calculate current child support amounts in accordance with Child Support guidelines, rules, and regulations.
• Calculate child support arrears and other financial adjustments.
• Complete analysis and child support calculations to ensure payments are distributed and disbursed according to state, federal, and contractual requirements.
• Respond to telephone inquiries and walk-in customer requests professionally.
• Access automated case records and provide case status information to customers as necessary.
• Record all necessary information related to the establishment and/or enforcement of child support obligations in automated and/or hard copy case files.
• Maintain confidentiality and security of case information.
• Provide excellent customer service to internal and external customers.
• Ensure regular and timely attendance.
• Perform other duties as assigned.

Requirements

• High School Diploma or GED required; Associate’s degree in a related field preferred.
• Familiarity with an office environment, including the use of automated systems.
• Two years of customer service work experience preferred.
• Experience in human services as a case manager or in child support preferred.

Benefits

• Medical, dental, and vision coverage.
• Life insurance and disability coverages.
• 401k program with employer match.
• Paid time off programs and paid holidays.