Child Support Agent I POS# 106000234

Cumberland County; Fayetteville (NC); On-site; USD 36,000 - 54,000; Full time

Job summary

Cumberland County seeks a Child Support Agent I to independently handle program intake, establish paternity and child support orders, and interview applicants to build new cases. You will locate noncustodial parents, generate summons, and review DSS triggers to ensure accurate processing.

You will perform case creation/updating in ACTS, verify information, and explain service requirements. The role requires attention to detail, discretion, and strong communication with applicants and court

Qualifications

• Graduation from a two-year college/technical school with a degree in business administration, human resources, paralegal, accounting, or related field, or a high school graduate with three years of relevant experience, or equivalent combination.
• Notary license within 6 months of employment.
• Successful completion of Customer Service, Spelling, and Basic Word tests will be required.

Responsibilities

• Prepare Civil Summonses and Complaints for court proceedings.
• Maintain current contact information for county sheriffs and verify service details for noncustodial parents.
• Schedule court actions in ACTS and forward documents for filing with the Clerk of Court.
• Create and update case files in ACTS with accurate coding.
• Explain Child Support services and establish paternity and financial support.
• Review applications for completeness and accuracy and ensure forms are properly completed.
• Use interviewing and investigative techniques to obtain confidential information.
• Determine applicable fees based on state policy and household income.

Skills

Interviewing

Investigative skills

Probing techniques

Communication

Organizational skills

Education

Associate degree (AA/AS) in Business Administration, HR, Paralegal, or Accounting

High school diploma + 3 years relevant experience

Tools

ACTS

Job description

Join our dynamic team as a Child Support Agent I! In this role, you'll have the exciting opportunity to independently handle program intake, where you'll help establish paternity and child support orders. Your responsibilities will include interviewing new applicants, building new cases, initiating the location of noncustodial parents, generate and send summons, review and correct DSS triggers. You'll play an essential role in ensuring the well-being of children and families in need.

• Prepares Civil Summonses and Complaints for court proceedings handled by Establishment Agent IIs
• Maintains current contact information for county sheriffs and verifies service fees and addresses for serving noncustodial parents within and outside North Carolina
• Schedules court actions in the Automated Collection and Tracking System (ACTS) and ensures court documents are forwarded for filing with the Clerk of Court
• Organizes and returns completed case files to assigned agents following court-document preparation and filing
• Reviews and processes Department of Social Services (DSS) referral information and updates concerning custodial and noncustodial parents
• Researches and resolves EIST and TRER trigger errors for the Establishment Unit and processes the department-wide trigger error report
• Conducts intake interviews with applicants referred in person, by mail, online, or through DSS to obtain information regarding all case participants
• Clearly explains Child Support services, program requirements, applicant responsibilities, and the steps necessary to establish paternity and financial support
• Reviews applications for completeness and accuracy and ensures all required forms are properly completed and signed in accordance with state policy
• Uses appropriate interviewing, investigative, and probing techniques to obtain necessary confidential and sensitive information while maintaining professionalism and discretion
• Creates new cases and updates existing cases in ACTS, ensuring accurate coding and documentation to support automated case transfers, service delivery, quality reviews, and legal proceedings
• Determines applicable application fees based on state policy and household income; interviews individuals deemed noncooperative to support the removal of DSS benefit sanctions; and may provide interpreter assistance as needed

Graduation from an accredited two-year college or technical school with a degree in business administration, human resources, paralegal, accounting, or other closely related degree and one (1) year of experience in areas of child support, social services eligibility, investigations, legal, or finance that provide the knowledge, skills and abilities to perform the work; or graduation from high school and three (3) years of experience in areas of child support, social services eligibility, investigations, legal, or finance that provide the knowledge, skills and abilities to perform the work; or an or an equivalent combination of education and experience.

Necessary additional requirements:

Successful completion of Customer Service, Spelling, and Basic Word tests will be required. Candidates selected as qualified will be contacted via email by a Human Resource representative for testing.

• Knowledge of federal and State Child Support Enforcement Program requirements, policies, regulations, and procedures
• Knowledge of the Automated Collection and Tracking System (ACTS) and other Child Support computer systems
• Knowledge of State jurisdictional requirements, paternity establishment procedures, and DNA testing processes
• Knowledge of interstate Child Support laws, regulations, and case-processing requirements
• Knowledge of applicable legal and civil court procedures and judicial operations
• Knowledge of office management practices, administrative procedures, email, and internet applications
• Skills in conducting interviews, investigating case circumstances, and gathering confidential or sensitive information
• Skills in evaluating case variables, identifying relevant facts, and determining appropriate actions
• Skills in organizing, documenting, and summarizing complex case information accurately
• Ability to analyze and interpret program rules, departmental policies, regulations, and procedures
• Ability to communicate clearly and professionally, both orally and in writing
• Ability to represent the Child Support Enforcement Program professionally and establish effective working relationships with applicants, case participants, court personnel, agency representatives, and the public

Conditions of Employment:

Must have or obtain a Notary License within 6 months of employment.

A formal transcript will be required.

Successful candidates who receive a conditional offer of employment with Cumberland County must pass pre-employment screenings, including criminal history checks and drug screenings, as required by Cumberland County Policies and Procedures, prior to beginning work or receiving a final offer of employment. Refusal to submit to testing or testing positive for prohibited substances will result in the withdrawal of the conditional employment offer.

Cumberland County is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace and prohibit discrimination and harassment of any kind. All employment decisions at Cumberland County are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or any other status protected by applicable laws and regulations. We encourage applications from all qualified individuals and will provide reasonable accommodations for qualified individuals with disabilities in accordance with applicable law. We celebrate diversity and are committed to creating an inclusive environment for all employees.