Child Support Case Manager - Lead - 161906

Assists the Child Support Services Unit Supervisor in developing unit procedures and policies. Provides training, monitors for quality assurance, and provides complaint resolution. Lead Child Support Service Officers operate in one of the following areas of service:

• Intake
• Enforcement
• Establishment
• Modification
• Accounting

Examples of Duties for Success:

• Serves as the subject matter expert on child support cases similar to those in the unit in which they serve.
• Guides employees in determining appropriate course of action through critical thinking, careful consideration, and interpretation of complex case circumstances and legal authority to establish parentage and establish, enforce, and modify ?nancial and medical support.
• Prepares complex legal documents for attorney use in court hearings and follows-up on additional required document processing.
• Trains, coaches and mentors new and seasoned Child Support Service Officers. Develops training plans, evaluates training needs and e?ectiveness of training.
• Troubleshoots case processing issues, error messages, or other system anomalies.
• Provides one-on-one and team training to sta?.
• Implements policies and procedures and provides feedback to the supervisor and sta?.
• Maintains and regularly updates all training materials.
• Monitors work activities of caseworkers for quality assurance. Assists in the development or revision of unit procedures.
• Determines compliance with program standards, state and federal mandates, regulations, and statutes that govern the child support program. Identi?es business practices and processes that impact the timeliness and accuracy of the department.
• Works with leadership to make improvements as appropriate. Completes required training and maintains required certi?cations as dictated by state and county.
• Assists with requests, concerns, and grievances from parties, prior to supervisor intervention in a timely and accurate manner.
• Effectively manages and works to resolve customer escalations while maintaining professional relationships. 
• Conducts Quality Assurance reviews. Complete data analysis of accuracy trends, root causes of untimely processing, and other key performance indicators (KPIs) as assigned by leadership, in a timely and accurate manner.
• Collect and submits case ?les as requested by State and Federal partners.
• Maintains an abbreviated caseload of child support cases similar to those in the unit in which they serve. Provides coverage of vacant caseloads as needed.
• Promotes a positive work environment and motivates sta?, maintaining focus on productivity and morale.
• Works quickly and accurately, with minimal supervision at times, to complete time-sensitive tasks.
• Performs related duties and responsibilities as assigned or required.

 
Duties Specific to Service Areas: 

• Intake: Reviews child support applications and public assistance program referrals, extracts information required for case creation from multiple databases. Researches and reviews existing court and child support cases for the related parties. Monitors application due dates and maintains record of pending applications to finalize case initiation within State and Federally mandated time frames. Creates case files. Enters court order information in database. Generates initial case paperwork. Communicates with members of the public seeking information on child support services, and with child support applicants; provides descriptions of the services offered by the Unit and guidance through the application process.
• Enforcement: Obtains Enforcement certification as required by State policy.  Communicates with stakeholders regarding case status, program processes/procedures, enforcement remedies, balance and payment information, and other case activity. Obtains and determine ability to pay child support based on Colorado Child Support Guidelines, negotiate settlements and analyze financial affidavits, negotiate stipulations for current child support and child support arrears. May initiate cases to other states’ child support agencies. Prepares legal forms. Monitors automated enforcement remedies and case alerts, intervenes as necessary. 
• Establishment: Gathers income and expense information in relation to child support guideline worksheets. Participates in conferences with parties to establish paternity and child support through the Administrative Process (APA) whenever possible; when APA is not appropriate, sets court hearings and sends notifications, prepares file for County Attorney, monitors for hearing results, and updates database with new order information. Prepares and files Reports of Paternity Determination (RPD) with Vital Statistics. Initiates cases to other states’ child support agencies as appropriate and monitors for established orders. 
• Modification: Evaluates child support modification (review and adjustment) requests or computer alerts. When a modification of child support is warranted, gathers all relevant income and expense information in relation to child support guideline worksheet utilization. Participates in conferences with parties to negotiate modification. Prepares documents for attorney review and monitors for finalization. Sets hearing dates and sends notifications, prepares files for County Attorney, monitors for hearing results, and updates database. 
• Accounting: Provides account adjustments, account reconciliation and fund transfers. Provides complex accounting functions for the child support services section in accordance with county, state, and federal requirements.

 

• Ability to interview customers who have diverse backgrounds, cultures, and experiences.

• Ability to work effectively with other employees, clients, attorneys, and the public.

• Ability to effectively use the following computerized systems and applications: ACSES, CBMS, Colorado Court Data Access, Work Number, ICCES, DMV, DOL, Microsoft Office Suite, TxtPro, TRAILS, COVIS, and QUICK.

• Knowledge of Volume VI, federal regulations, Colorado Revised Statutes, and interstate laws applicable to child support services. Maintains such knowledge by remaining current with program rules, regulations and statutory changes.

• Ability to understand court orders, draft legal documents, apply legal remedies, and process cases based on program standards.

• Ability to manage multiple tasks, organize workload with attention to detail, and apply critical thinking to complex situations. 

• Ability to communicate clearly and concisely with a diverse population, both orally and in writing.

• Ability to establish, maintain, and foster positive working relationships with those contacted in the course of business. 

• Ability to serve as a role model to a team of Child Support Service Officers.

Experience: Five (5) years of responsible work experience, including 1 year’s experience as a Child Support Officer I or equivalent in child support services.

Education and Training:

• High school diploma or GED equivalent.
• Satisfactory completion of a bachelor’s degree in a related ?eld may substitute for 3 years required professional experience.
  
  

License & Certificate: 

• Individuals hired are expected to obtain a Notary Public Commission within three months of employment and must be kept current.
• Individuals hired to perform Enforcement and Accounting duties must be able to obtain their Enforcement certification within one (1) year of hire. Certification must be kept current in accordance with state rule.
• Individuals hired to fulfill Establishment or Modification duties must be able to obtain their APA certification within one (1) year of hire. Certification must be kept current in accordance with state rule.

 
Background Check: Successful completion of a criminal background check including fingerprinting through a national database.

Ability to obtain, maintain, and ensure continued access to State and County systems in strict compliance with all applicable county and state regulations, policies, and user agreements.