CASE TECHNICIAN II

State of New Hampshire; Nashua (NH); On-site; USD 27,000 - 36,000; Full time

Benefits offered by this job

Dental plan

Wellness program

Life Insurance

Job summary

The State of New Hampshire, Bureau of Child Support Services, Southern District Office, seeks a Case Technician II to support family and child support operations.

Under general supervision, you will handle case status requests, set up support orders, and maintain case records within the BCSS system, performing a mix of technical and paraprofessional duties.

Qualifications

• Equivalent combination of 3 years of education and experience after completion of high school.
• Education and experience must be in program monitoring, customer support, eligibility intake, or related field requiring public contact and attention to detail.
• License/Certification: None required

Responsibilities

• Interviews customers and collateral sources to verify and update case information following clearly defined state and federal statutes; contacts foreign countries and other states’ child support agencies to obtain such information; provides applicants with information about services provided by NH BCSS.
• Issues, reviews, completes forms, prepares documents, and communicates with customers to provide case information. Reviews child support case data to ensure complete information and documentation and obtains missing information or documents from parents, courts, businesses, and other sources.
• Contacts community, state, federal, tribes and other collateral sources to locate absent parents and/or to verify addresses.
• Takes actions to determine employment, income, health benefits coverage, etc., using a variety of research and investigation databases and methods.
• Establishes schedules and prepares notices to assist Child Support Officers. Responds to inquiries concerning child support cases, discrepancies, status, or payment requirements.

Education

Equivalent combination of 3 years of education and experience after completion of high school.

Job description

Career Advancement Opportunities

In-Band Advancement Available: Yes No

State of New Hampshire Job Posting

Department of Health and Human Services

Bureau of Child Support Services

Southern District Office

Case Technician II

Position #40516

$19.96 - $26.41

• See total compensation information at the bottom of announcement.

The State of New Hampshire, Bureau of Child Support Services has a full-time vacancy for Case Technician II.

Summary

Under general supervision, provides information on all family/child support policies, procedures, and case status requests and performs a wide variety of technical and paraprofessional duties, including case initiation, support order set-up, review, and updates within a Child Support Unit for the Bureau of Child Support Services (BCSS).

YOUR EXPERIENCE COUNTS

Each additional year of approved formal education may be substituted for one year of required work experience and/or each additional year of approved work experience may be substituted for one year of required formal education.

MINIMUM QUALIFICATIONS

Education/Experience: Equivalent combination of 3 years of education and experience after completion of high school. Education and experience must be in program monitoring, customer support, eligibility intake, or related filed requiring public contact and attention to detail.

License/Certification: None required

Other Requirements: Background Investigation: The BCSS is subject to Internal Revenue Service (IRS) Safeguard requirements in accordance with IRC 6103(p)(4) and defined in IRS Publication 1075.

Candidates for this position are required to submit to a comprehensive background investigation, including:

• FBI fingerprinting (FD-258) - enables the BCSS to review Federal Bureau of Investigation (FBI) fingerprint results and a candidate’s criminal history in all United States and territories to identify suitability issues related to access to Federal Tax Information; and
• Check of local law enforcement agencies where the candidate has lived, worked, and/or attended school within the last 5 years, and if applicable, of the appropriate agency for information known to them of the candidate. The local law enforcement check will assist agencies in identifying trends of misbehavior that may not rise to the criteria for reporting to the FBI database but is a good source of information regarding a candidate.

Proof of citizenship/residency – to validate a candidate’s eligibility to legally work in the United States (e.g., a United States citizen or foreign citizen with the necessary authorization). The BCSS must complete USCIS Form I-9 to document verification of the identity and employment authorization of each new employee hired after November 16, 1986, to work in the United States. Within 3 days of completion, any new employee must also be processed through E-Verify to assist with verification of his/her status and the documents provided with the Form I-9.

Refusal of background investigation requirement will result in disqualification from candidacy and non-selection for hire. The results of this investigation may disqualify a candidate for the position. DHHS may be prohibited from disclosing any information or record that lead to the disqualification. A hired candidate is subject to this investigation every 5 years.

Trainee Option: Not applicable.

PREFERRED QUALIFICATIONS

Experience applying and explaining rules, regulations, policies, and procedures to a diverse customer-bases and to interact professionally, tactfully and effectively with various individuals who may be emotional, hostile, or irate.

Ability to implement technical instructions and to organize, research and maintain a variety of files or documents such as child support and legal records.

Knowledge of office practices, administrative procedures, legal practices, and terminology.

Proficient in computer and applicable software and systems.

AFTER-HIRE REQUIREMENTS

None

CAREER ADVANCEMENT OPPORTUNITIES

In-Band Advancement Available: Yes No

Broad Group Level Advancement Available: Yes No

DISCLAIMERS

The supplemental job description lists the essential functions of the position and is not intended to include every job duty and responsibility specific to the position. An employee may be required to perform other related duties not listed on the supplemental job description provided that such duties are characteristic of that job title.

The work of an employee in trainee status in this position shall be overseen by a fully qualified individual. An employee in trainee status shall meet the minimum qualifications within the period of time specified on the SJD, not to exceed one year of being hired into this position.

Responsibilities

Interviews customers and collateral sources to verify and update case information following clearly defined state and federal statutes; contacts foreign countries and other states’ child support agencies to obtain such information; provides applicants with information about services provided by NH BCSS.

Issues, reviews, completes forms, prepares documents, and communicates with customers to provide case information. Reviews child support case data to ensure complete information and documentation and obtains missing information or documents from parents, courts, businesses, and other sources.

Contacts community, state, federal, tribes and other collateral sources to locate absent parents and/or to verify addresses.

Takes actions to determine employment, income, health benefits coverage, etc., using a variety of research and investigation databases and methods. Establishes schedules and prepares notices to assist Child Support Officers. Responds to inquiries concerning child support cases, discrepancies, status, or payment requirements.

Contacts other states’, tribes, or countries’ child support agencies to verify the processes needed to request registration or to redirect foreign orders. Reviews, completes, and processes intergovernmental documents, legal orders and other requests on behalf of those agencies.

Reviews court orders and case record information to enter support and obligation amounts into the child support case management system. Verifies arrearage amounts and other detailed financial information to ensure the accuracy of child support accounts. Interpret this information for clientele and collateral sources.

Manages electronic documents and workflows within the BCCS electronic content management system related to Child Support cases in accordance with policy and procedures. Organizes and prioritizes work to meet critical deadlines.

Controls inter-office incoming and outgoing case transfer activity to ensure continuity of services and secure and accurate information tracking.

For further information please contact Alexandra Fernandez, Supervisor III, [e-mail] and 603-569-9321.

TOTAL COMPENSATION INFORMATION

The State of NH total compensation package features an outstanding set of employee benefits, including:

• Dental Plan at minimal cost for employees and their families ($500-$1800 value)
• Flexible Spending healthcare and childcare reimbursement accounts
• State defined benefit retirement plan and Deferred Compensation 457(b) plan
• Work/life balance flexible schedules, paid holidays and generous leave plan
• $50,000 state-paid life insurance plus additional low-cost group life insurance
• Incentive-based Wellness Program (ability to earn up to $500)

Value of State's share of Employee's Retirement: 12.87% of pay

Other Benefits

HMO or POS Medical and Prescription Drug Benefits:

The actual value of State-paid health benefits and the amount of employee health benefit contributions may vary depending on the type of plan selected and the bargaining unit with which a position is associated.

See this link for details on State-paid health benefits: https://www.das.nh.gov/hr/benefits.aspx

Total Compensation Statement Worksheet

https://www.das.nh.gov/jobsearch/compensation-calculator.aspx

Want the specifics? Explore the Benefits of State Employment on our website:

https://www.das.nh.gov/hr/documents/BenefitBrochure.pdf

https://www.das.nh.gov/hr/index.aspx

EOE

TDD Access: Relay NH 1-800-735-2964