CHILD SUPPORT COLLECTIONS SPECIALIST

About the Role

Under supervision, assists clients in the collection of child support, medical expense judgments, spousal support, and arrears; initiates appropriate administrative and legal procedures to maintain compliance with court orders. This position manages a large caseload within the Family Support Division, collecting child support payments from non-custodial parents and enforcing court-ordered obligations. The role provides customer-focused service while ensuring compliance with established federal, state, and county laws, policies, and procedures.

The specialist completes a high volume of timely client calls, requests payment of child support, and works with clients to identify reasons for non-payment. The role also includes helping clients understand available options when they are unable to pay and accurately documenting all case activity in state-mandated web-based systems.

Responsibilities

• Assist clients in the collection of child support, medical expense judgments, spousal support, and arrears.
• Initiate appropriate administrative and legal procedures to maintain compliance with court orders.
• Manage a large caseload within the Family Support Division.
• Collect child support payments from non-custodial parents and enforce court-ordered obligations.
• Complete a high volume of timely client calls to request payment of child support.
• Work with clients to identify reasons for non-payment and explain available options when they are unable to pay.
• Accurately document all case activity in state-mandated web-based systems.
• Maintain compliance with federal, state, and county laws, policies, and procedures.

Requirements

• One year of full-time experience interviewing clients to determine eligibility for government-regulated programs, public assistance, or social services; OR an equivalent combination of training and experience.
• A valid driver’s license may be required at the time of appointment and must be maintained for continued employment in this classification.

The Ideal Candidate

The ideal candidate demonstrates a strong ability to adapt to changing priorities while consistently maintaining high-quality, detail-oriented work and meeting strict deadlines. They excel at managing a high-volume caseload and completing numerous client calls each day with professionalism, clarity, and empathy.

• Skilled at engaging effectively with diverse populations, de-escalating challenging interactions, and motivating clients to comply with child support obligations.
• Possesses advanced critical thinking and problem-solving abilities to identify barriers to payment and work collaboratively with clients to determine reasons for non-compliance.
• Clearly explains available options when clients are unable to pay.
• Maintains appropriate professional boundaries while building constructive client relationships.
• Proficient in using state-mandated web-based systems as well as Microsoft Office applications (Word, Excel, and Outlook).
• Handles sensitive client information with strict confidentiality.
• Highly versatile, capable of working both independently with minimal supervision and collaboratively within a team.
• Strong communication skills across verbal, written, phone, and digital channels.
• Accurately documents case actions in compliance with federal, state, and county requirements.

Conditions of Employment

• The position is covered by the Washoe County Employees Association (WCEA) Non-Supervisory Collective Bargaining Agreement (CBA).
• Candidates must successfully pass an extensive background check and investigation conducted by the District Attorney’s Office and submit a complete set of fingerprints.
• Background checks will be conducted through the State of Nevada and the Federal Bureau of Investigation (FBI).
• Per the Washoe County Background and Reference Checks Policy, new and rehired employees are required to submit to a fingerprint-based background investigation. Effective January 1, 2025, the $39.00 fee for this investigation will be paid by the employee (if applicable) and deducted automatically from the first paycheck.
• Employment is contingent upon the results of the background check, although a record of conviction will not necessarily bar an applicant from employment.
• Employees must reside in the state of Nevada or neighboring California communities such as Truckee, South Lake Tahoe, or Susanville as of their first day of work.
• Washoe County hires all new employees at the minimum rate of the salary range, and eligible employees may receive an annual merit increase of 5% until they reach the maximum salary for the classification.
• Upon promotion, current Washoe County employees are placed at the minimum rate of the salary range for the higher classification of the new position OR a promotional calculation, whichever is greater.

Pay

New employees are hired at the minimum rate of the salary range. Eligible employees may receive an annual merit increase of 5% until they reach the maximum salary for the classification.