Child Support Case Manager

State of Iowa - Executive Branch; Dubuque (IA); Hybrid; USD 45,000 - 65,000; Full time

Benefits offered by this job

Health, dental, vision insurance

Paid time off

Retirement plans (IPERS, RIC)

Flexible spending accounts

Life insurance & long-term disability

Employee assistance program

Employee discounts

Job summary

The Iowa Department of Health and Human Services’ Child Support Services seeks a Case Manager to handle complex cases, collaborate with community partners, and ensure accurate support orders for Iowa families.

Hybrid work is offered after training; duties include case analysis, documentation, and interagency communication. Strong data skills and discretion are essential for success.

Qualifications

• Associate degree and 1 year of full-time public contact work.
• Total of three years of education and/or full-time experience; 30 semester hours equals one year.
• Current, continuous experience in the state executive branch including 18 months of public contact work.
• Current, continuous experience in the state executive branch including one year of work with Child Support Services.
• Successful completion of a level 5 FBI background check (fingerprinting).

Responsibilities

• Performs complex case management for parents in need of paternity, medical and support establishment, modification of an existing order and maintenance of support orders.
• Communicates with a variety of community partners including human service agencies, employers, clerks of court, county sheriff, attorneys, and other entities to achieve program goals.
• Independently analyzes complex case situations and legal scenarios to determine actions to establish, maintain or modify support.
• Uses Microsoft Office programs (Excel, Word, Outlook) proficiently; learning ICAR and other systems.
• Maintain confidentiality in accordance with the Code of Iowa.

Skills

Critical thinking

Organizational skills

Customer service

Communication

Confidentiality

Math accuracy

Education

Associate degree

Tools

Excel

Word

Outlook

ICAR

Job description

Job Description

The Iowa Department of Health and Human Services (HHS), Division of Community Access, Bureau of Child Support Services is seeking a Child Support Case Manager (Job Classification: Child Support Recovery Officer) to join our team!

At Child Support Services, we help the families of Iowa successfully navigate and understand the importance of providing both financial and emotional support for their children by building relationships with the parents to ensure they are successful. If you have a passion for helping others, this job is for you!

As a Case Manager with Child Support Services, you'll be responsible for complex case management, interacting with various community partners, and providing crucial support to families. You will encounter customers who may be reluctant to cooperate with Child Support so the ability to provide conflict resolution, while maintaining your composure is imperative. Overall, we're seeking someone who is positive, respectful, a quick learner and is passionate about supporting families throughout their child support journey.

Hours, Work Location and Requirements

This position will be in one of the Eastern Region Child Support offices (Burlington, Cedar Rapids, Clinton, Davenport or Dubuque). This is a full‑time opportunity, Monday – Friday, with hours being from 8:00 AM - 4:30 PM. Upon successful completion of the training period and with management approval, this position offers a hybrid work opportunity, working from home and office as scheduled. This position requires a driver's license and the ability to travel on occasion.

Job Duties

• Performs complex case management for parents in need of paternity, medical and support establishment, modification of an existing order and maintenance of support orders.
• Communicates with a variety of community partners including human service agencies, employers, clerks of court, county sheriff, attorneys, and other entities to achieve the goals of the Child Support Program through phone calls, emails, and other written correspondence.
• Independently analyzes a variety of complex case situations and legal scenarios to determine the appropriate action to establish, maintain or modify support for families in and out of the State of Iowa.
• Use Microsoft Office programs (Excel, Word, Outlook) proficiently. Having the aptitude to learn other computerized systems, including ICAR, is critically important for success in this position.
• Comprehend and adhere to confidentiality provisions in the Code of Iowa.

The Ideal Candidate Will Have Strong Experience With

• Critical thinking skills and executing complex tasks independently
• Strong organizational skills and attention to detail
• Customer service, including de‑escalation of conflictual or adversarial situations
• Excellent oral and written communication and report composition
• Ability to handle confidential information with discretion
• Extreme accuracy in mathematical calculations and timelines

Benefits

• Health, Dental, and Vision Coverage: Health and dental insurance packages to keep you and your family healthy at a low cost with outstanding coverage!
• Paid Time Off: Take time to recharge with paid time off, including vacation (96 hours/year to begin, increasing with years of service), sick leave (144 hours/year), and paid holidays (9 days/year).
• Retirement Plans: Participate in retirement plans such as IPERS (employees contribute 6.29% and the State of Iowa contributes 9.44%) as well as our Retirement Investors Club (RIC), Employer Sponsored Retirement Plan (the State of Iowa matches dollar for dollar up to $75/month).
• Flexible Spending Accounts: Take advantage of flexible spending accounts for medical and dependent care expenses.
• Insurance Coverage: Benefit from life insurance and free long‑term disability insurance for added peace of mind.
• Employee Assistance Program: Access resources and support through our Employee Assistance Program for personal and professional challenges.
• Employee Discount Programs: Enjoy discounts on a variety of goods and services through our employee discount programs.

Background Checks

Applicants will be required to complete a background check to be considered for this position.

The State of Iowa is an EEO/AA Employer

HHS values those with “lived experience” and encourages adults who were fostered as youth, foster parents, and/or parents who were in the DHS system to apply. Minorities, women, persons with disabilities and veterans are encouraged to apply (Hearing and Speech Impaired – Relay Iowa 1-800-735-2942 TDD).

E-Verify and Right to Work

The State of Iowa participates in E‑Verify, a federal program that helps employers confirm the employment eligibility of all newly hired employees. Within the required timeframe, new hires will be verified through the E‑Verify system to ensure authorization to work in the United States. The State of Iowa also complies with the federal Right to Work laws, which protect employees’ rights to work without being required to join a labor organization. For more information, please visit www.e-verify.gov . All work performed on behalf of Iowa Health and Human Services must occur in the State of Iowa.

Minimum Qualification Requirements

• Graduation from an accredited college or university with an associate’s degree in any field, and experience equal to one year of full-time public contact work.
• A total of three years of education and/or full‑time experience (as described in number one), where thirty semester hours of accredited college or university coursework in any field equals one year of full‑time experience.
• Current, continuous experience in the state executive branch that includes eighteen months of full‑time public contact work.
• Current, continuous experience in the state executive branch that includes one year of full‑time work with Child Support Services.

For additional information, please click on this link to view the job description .

Additional Qualification Requirements

This position requires the completion and successful passing of a level 5 FBI background check, including fingerprinting.