DSHS ESA Support Enforcement Technician

If you have a passion for providing excellent customer service and enjoy working in a fast-paced environment with a variety of tasks within a positive team setting, consider this exciting opportunity with the Economic Services Administration (ESA), Division of Child Support (DCS). This role directly supports Support Enforcement Officers by assisting with case setup, locating parents and custodial parties, and coordinating services with outside partners. Using a variety of computer systems, technology, telephone, and in-person interactions, you will help ensure timely, accurate, and effective child support services, playing a key role in promoting financial stability and well-being for children and families.

Responsibilities

• Enter, review, and maintain accurate case information in the Support Enforcement Management System (SEMS), including screening, transferring, and setting up new cases using independent judgment.
• Provide professional customer service using a multi-line phone system and in-person contact, responding to inquiries from clients, staff, and partner agencies while adhering to confidentiality requirements and de-escalating sensitive situations.
• Assist parents in establishing paternity by conducting locate activities and case research by accessing multiple databases, credit bureau information, and documentation to determine appropriate case actions.
• Support the Support Enforcement Officers, Claims Officers, and County Prosecutors by updating case data, preparing legal documents and packets, and submitting materials to the appropriate entity.
• Review referrals and specialized caseloads to determine paternity or adoption status, obtain Paternity Affidavits and Certified Birth Records, and identify cases appropriate for transfer to a Support Enforcement Officer.
• Process payments, mail, and documents in compliance with strict internal controls and federal timelines, including receipting payments, preparing deposits, imaging and indexing records, and managing certified and outgoing mail.
• Coordinate services with outside vendors and work collaboratively within the Customer Service team to meet service goals, provide coverage as needed, and deliver internal support to Support Enforcement Officers and Claims Officers.

Requirements

• Consistent attendance, reliability, and punctuality.
• Ability to work effectively as part of a team while also working independently.
• Ability to identify discrepancies, follow established procedures, and produce accurate, high-quality work with close attention to detail.
• Commitment to confidentiality, professionalism, and ethical conduct.
• Strong customer service skills, including the ability to interact effectively with individuals who may be emotionally charged or challenging.
• Ability to stay focused, adaptable, and productive in a fast-paced work environment.
• Skill in managing multiple priorities, shifting tasks, and meeting deadlines.
• Proficiency with keyboarding and Microsoft Windows programs, along with the ability to understand and communicate child support-related statutes, regulations, and programs.

Qualifications

We are searching for professionals with:

• Two years of college-level coursework, or
• Two years of customer service-related experience within a program and/or services related to research, investigation, auditing, writing, reporting, administration, law enforcement, community relations, or allied field, or
• An equivalent combination of education and related experience, totaling two years.

Prior to a new hire, a background check including criminal record history may be conducted. Employees driving on state business must have a valid driver's license. Employees driving a privately owned vehicle on state business must have liability insurance on the privately owned vehicle.