Level III Representative

About the role

The North Carolina Department of Health and Human Services (DHHS) is a large agency responsible for various services including child support, health care, and human services.

Responsibilities

• Support the Child Support Services (CSS) program by coordinating business, administrative, and customer-service functions.
• Interpret CSS policies and document case activity.
• Update ACTS with current case information, including address changes, employment status, and detailed case notes.
• Generate and distribute ACTS documents and prepare agent worklists based on case needs and program protocols.
• Trace and resolve missing or misapplied child support funds using the SMI system.
• Communicate with employers and CSS offices both in-state and out-of-state to coordinate case information and support policy compliance.
• Document case interactions and business processes accurately to support consistent and reliable case management.
• Maintain confidentiality of sensitive CSS information in all written and verbal communications.

Qualifications

• Some state job postings allow qualification through an “equivalent combination of education and experience.”
• A high school diploma or GED and five years of related administrative experience, or an equivalent combination of education and experience.

Skills and Abilities

• Proven experience handling complex CSS calls, including explaining program policy, documenting case interactions, and managing sensitive information.
• Advanced skills using ACTS to complete case-related data entry, including updating addresses, employment status, detailed event notes, and generating documents and worklists.
• Experience reviewing and applying current CSS manuals and policy updates to ensure accurate interpretation during customer interactions and case discussions.
• Documented experience tracing and resolving missing or misapplied funds through the SMI system and coordinating related communication with employers and CSS offices.
• Demonstrated accuracy in completing business and administrative tasks, including compiling information, documenting case processes, and supporting program operations within a high-volume service environment.

Pay

$41,206.00 - $72,113.00

Schedule

Hybrid work option available.

Physical Requirements

• Ability to sit for long periods of time.
• Ability to look at a computer monitor for extended periods of time.
• Ability to type for extended periods of time.

EEO Statement

The State of North Carolina is committed to providing a work environment free from all forms of unlawful employment discrimination, harassment, or retaliation. The state also provides reasonable accommodation to employees and applicants with disabilities; known limitations related to pregnancy, childbirth, or related medical conditions; and for religious beliefs, observances, and practices.