Child Support Analyst I/II (Open and Promotional)

County of San Mateo; Redwood City (CA); On-site; USD 56,000 - 72,000; Full time

Job summary

County of San Mateo's Department of Child Support Services is seeking qualified candidates for the position of Child Support Analyst I/II to help parents responsibly share in providing for their children and raising them to be healthy and successful.

The role handles a caseload of up to 700 cases, conducts interviews with customers, analyzes financial documents to determine support, and coordinates with attorneys and agencies to ensure compliance with laws and court orders in a fast-paced public

Qualifications

• Two years of college-level coursework relevant to the position.
• Two years of administrative or office support experience involving interviewing clients, applying regulations, and making determinations in such areas as eligibility, probation, investigative or skip tracing work.

Responsibilities

• Work a caseload of up to 700 cases to administer case management activities, including locating parents/assets and establishing court-ordered obligations.
• Interview customers in person and over the phone to obtain and verify information and locate parents and assets.
• Collaborate with customers to understand child support processes and assist with completing forms.
• Correspond with customers, outside organizations, and agencies to obtain documentary evidence and other sensitive information.
• Conduct meetings to encourage payment and analyze financial documents to determine child support owed.

Skills

Analytical skills

Customer service

Interviewing

Multitasking

Communication skills

Education

Two years of college coursework

Tools

Case management system

Child support software

Job description

Are you a self-motivated individual who enjoys working in a fast-paced environment? Are you interested in serving the public by partnering with parents to achieve the financial commitment towards their children in a fair, equitable, and nonjudgmental manner?

County of San Mateo's Department of Child Support Services is seeking qualified candidates for the position of Child Support Analyst I/II to help parents responsibly share in providing for their children and raising them to be healthy and successful.

About Us

• County of San Mateo Department of Child Support Services: www.smcdcss.com
• California Child Support Services - 10 Steps of the Child Support Case Process: https://childsupport.ca.gov/
• California Child Support Services - Video Resource Library: https://childsupport.ca.gov/video-resource-library/

Your Role

• Work a caseload of up to 700 cases to administer case management activities, which include but are not limited to: locating parents or assets, establishing parentage, working with both parties to ensure court-ordered financial obligations are met, and overseeing the distribution of these funds according to current laws and regulations.
• Interview customers in person and over the phone to obtain and verify information and to locate parents and their assets.
• Partner with customers to understand child support processes and procedures associated with the establishment and administration of child support orders to customers; assist customers in completing forms.
• Correspond in person, over the phone, via email or text message with customers, outside organizations and state and federal agencies to obtain documentary evidence and other sensitive information.
• Conduct in-person meetings, phone calls, emails, or text messages to customers who are delinquent in their child support obligation to encourage payment of support owed.
• Analyze customers' financial documents to determine child support owed and/or determine a parent's ability to pay support; review information to locate parents.
• Assess information obtained through a variety of locate partners or other sources to review a parent’s ability to pay support and recommend potential next actions to support parents to meet financial obligations to their children.
• Work closely with the department's Child Support Attorneys in a legal office environment.
• Collaborate with other team members to provide excellent service to every customer.
• Prepare and process legal documents such as summons and complaints, bench warrants, garnishments, liens, default judgments, motions, and orders.
• Monitor, maintain, and update electronic case files and case notes; monitor compliance and initiate appropriate administrative or legal actions.
• Develop and maintain contacts with other departments and agencies to obtain information.
• Perform proactive case management, issue identification, analysis, and resolution.
• Perform related duties as assigned.

Who You Are

• You have a strong commitment to customer service that strives to proactively address internal and external customers' concerns and needs.
• You enjoy working in an office setting.
• You enjoy collaborating with other team members to troubleshoot the best solutions to solve a problem or difficulty.
• You enjoy working in partnership with parents (please note: there is no direct contact with children).
• You possess a passion to help others in need.
• You are comfortable speaking with customers in person and contacting parties by phone, email, and text message to discuss sensitive subjects, obtain needed information, or remind parties of important upcoming milestones or events.
• You are comfortable in a fast-paced environment with daily interruptions for drop-in customers and other activities.
• You enjoy communicating with a diverse population as part of conducting daily business.
• You are eager to provide solutions and problem-solve.
• You are eager to investigate and locate information.
• You are eager to participate and outgoing in sharing ideas to improve program performance.
• You are flexible in a changing environment.

Your Background

• Strong mathematical, analytical, and computer skills to calculate child support and monitor payments, initiate legal action, and maintain a narrative record of all case activities in a complex, automated child support system.
• Strong attention to detail and enjoy finding solutions to resolve barriers that may arise in a child support case.
• Strong interpersonal and communication skills to conduct interviews and correspond in writing with persons receiving support and parents paying support, establish court orders for payment of child support, and conduct financial investigations.
• Ability to manage time effectively and efficiently.
• Possess an unbiased opinion in service delivery.
• Ability to defuse upset customers.
• Ability to multitask.
• Can interact with child support attorneys to discuss case solutions and options for next steps.
• Comfortable in team settings and collaborating with coworkers to resolve problems.
• Comfortable negotiating agreements between parties on a case.
• Perform periodic outreach to customers to educate and inform.
• At least two years of college-level coursework that is relevant to the position.

Salary

Child Support Analyst I ($39.91 - $49.93 Hourly) is the entry-level class in this Child Support Analyst series. Initially under close supervision, incumbents learn County policies and procedures, and federal laws, rules, and regulations related to child support activities. As experience is gained, there is greater independence of action and decision-making within general guidelines. This class is flexibly staffed with Child Support Analyst II, and incumbents may advance to the higher level after gaining experience and demonstrating proficiency which meets the qualifications of the higher-level class.

Child Support Analyst II ($42.04- $52.54 Hourly) is the experienced level class in this series, fully competent to independently perform child support case preparation and management. The sensitive nature, diversity, and scope of responsibilities required by this level of legal support involve the frequent use of tact, discretion, initiative, and independent judgment. This class is distinguished from Child Support Analyst III in that the latter trains and directs lower-level Child Support Analysts.

NOTE: The eligible list generated from this recruitment may be used to fill future extra-help, term, unclassified, and regular classified vacancies.

Education and Experience

Any combination of education and experience that would likely provide the required knowledge, skills, and abilities is qualifying. A typical way to qualify is:

Child Support Analyst I: Two years of administrative or office support experience involving interviewing clients, applying regulations, and making determinations in such areas as eligibility, probation, investigative or skip tracing work.

Child Support Analyst II: A minimum of one year of experience establishing, processing, and enforcing child support obligations; and demonstrating knowledge of child support procedures and the ability to use independent judgment and case analysis.

Knowledge of

• Laws, rules, regulations, procedures, documents, and terminology related to child support activities.
• Principles, methods and techniques of effective interviewing, negotiating and case management.
• Methods, techniques and resources of locating persons and investigative research.
• Correct English usage, including grammar, spelling and punctuation.
• Business arithmetic, including percentages and decimals.
• Basic business data processing principles and practices.

Skill/Ability to

• Maintain and manage a caseload. Multitask while meeting competing priorities and be detail-oriented in keeping case information up to date.
• Read, understand, interpret, apply, and explain technical laws and legal procedures.
• Analyze information and situations, and use sound independent judgment to make decisions and determine appropriate courses of action, including recommending legal actions.
• Interpret court orders.
• Analyze, resolve, and reconcile child support accounts.
• Organize, manage, and monitor cases, and maintain accurate records and statistics.
• Deal tactfully and effectively with a variety of individuals who may be emotional, hostile, or irate.
• Communicate clearly and concisely to establish and maintain positive working relationships with all members of the organization and the public.
• Conduct in-person and phone interviews of customers to gather detailed information regarding