Case Aide - Child Support Enforcement

Job Summary

Under general direction of the Child Support Supervisor, performs a variety of tasks related to the management of a caseload: enters data into the computer system for case initiation; interviews obligee/obligors to gather the maximum amount of information for the system; monitors child support cases for compliance with court ordered payment plans and support obligations, as established by the court; assists in advanced location efforts; assists with interstate document processing and direct income withholding, and performs other related work as assigned.

Job Description

ESSENTIAL DUTIES

• Schedules and completes intake interviews with applicants to obtain factual information in completing the necessary paperwork to open and maintain cases. Enters data into the computer system.
• Performs process serving of legal documents and follow up activities.
• Coordinates and collaborates with multiple technical systems, county departments, and outside agencies to resolve issues to assist clients.
• E-files all legal, time sensitive paperwork into court administration system and ensures it is properly coded to protect all private/non-public, sensitive data.
• Demonstrates knowledge and understanding of human behavior, cultural diversities, and language barriers to ensure equitable service delivery.
• Schedules and performs all aspects of Genetic Testing and ensures proper procedures are followed to protect the chain of custody. 
• Manages the arrears only and monitor only cases for payments and compliance with court orders. Makes recommendations to Child Support Officers with regard to delinquent accounts to proceed with appropriate court action. Negotiates with customers to increase compliance with payments and money owed. 
• Reviews files and contacts parties and/or employers to obtain additional information regarding employment status, availability of health insurance, address information, and updating the necessary computer system to reflect changes. 
• Processes non-public assistance applications, public assistance, and foster care referrals to assure cases are properly set up in the computer system.
• Responds to intake calls/walk-ins; triages, assesses, prioritizes, and coordinates an appropriate response; provides information and referral resources to support caller/walk-in or coordinates staff response based on assessment of urgency.
• Works on special projects and reports as assigned. 
• Attends meetings, workshops, trainings, and conferences at the discretion of the supervisor. 
• Works the hours and/or shifts assigned and begins and ends work on time. Occasional offsite training is required. 
• Performs other related duties as required or assigned.

MINIMUM QUALIFICATIONS

Must have one of the following:

High school diploma or GED and four years related legal (family law), administrative, customer services, or human services experience in a direct or support service function.
High school diploma or GED plus one year of post-secondary education and two years of experience
Associate's Degree in a Human Services program or paralegal and one year of experience
Bachelor's Degree in a Human Services program or paralegal
Preference given for county or state child support, case aide, or collections experience, court/family law experience with service of process and court filings. Computer experience and ability to multi-task in a demand-driven work environment is a must!  A reliable form of transportation for the performance of work responsibilities is required.

SUPERVISORY CONTROLS

The employee is under general supervision of the Child Support Supervisor and is given case specific direction from the Child Support Officers. Work is performed according to established policies, procedures, and guidelines. Work is reviewed for accuracy and consistency through conferences, annual evaluations, and written reports.

CORE COMPETENCIES AND ABILITIES

• Customer Service - Delivers government services in a respectful, responsive, and solution-oriented manner.
• Communication - Is always clear about what we're doing and why we're doing it.
• Collaboration - Works with partners – communities, schools, faith groups, private business, and non-profit agencies – to see that services are not duplicated but rather are complimentary, aligned, and provided by the partners who can deliver the service most effectively.
• Stewardship - Works proactively to make investments, guided by resident input, which will transform lives, communities, and government.
• Empowerment - Works with individuals and families to affirm strengths, develop skills, restore hope, and promote self-reliance.
• Resiliency - Fosters public preparedness and responds when families and communities face health and safety emergencies.
• Innovation - Takes informed risks to deliver services more effectively and learns from successes and failures.
• Knowledge – Knowledge of county, department, and unit policies and procedures.
• Knowledge of federal, state, and local laws relating to child support enforcement.
• Knowledge of basic support, medical support, and childcare support obligations.
• Knowledge of human behavior and the ability to establish and maintain effective working relationships with clients, public, co-workers, and agency administration.
• Abilities – Ability to assemble relevant case information to begin the establishment process in both local and interstate cases.
• Ability to assist in the maintenance of case files to comply with state and federal requirements.
• Ability to organize, prioritize, and coordinate job activities.
• Ability to accurately and rapidly process detailed information.
• Interviewing skills, math skills, and ability to interpret written materials.
• Ability to perform basic computer entry skills and become knowledgeable of several different software packages.
• Ability to handle a large volume of work in an efficient manner.
• Ability to speak, present, and interact in public arenas with composure, professionalism, and discretion.
• Ability to use MS Office software for the performance of essential duties.
• Ability to use appropriate discretion in dealing with matters of a confidential nature. 
• Ability to use critical thinking skills and problem solve independently.

WORK ENVIRONMENT AND PHYSICAL DEMANDS

Typical characteristics of the regular, ongoing work environment of this position requires inside work, typically in an office setting.

Physical activities include sedentary to light work: Reaching, sitting, standing, walking, pushing, lifting, pulling, fingering, grasping, feeling, stooping, talking, hearing, seeing, and repetitive motions. Lifts and/or navigates up to 35 pounds on a routine basis in handling files and equipment necessary for performing the essential duties of the job.

SELECTION PROCESS

Selection for this position will be based on a minimum qualifications screening and rating of training and experience. Top candidates will be forwarded to hiring manager or supervisor for consideration for interview and/or additional assessments. Final selection will include a background check and approval by the County Board.