Child Support Legal Technician I

Montrose County Sheriff's Office; Montrose (CO); On-site; USD 40,000 - 55,000; Full time

Job summary

The Montrose County Sheriff's Office seeks a Child Support Technician I to provide first-level customer service for applicants and clients.

This position involves managing client cases, performing research with computer systems, and ensuring compliance with federal and state regulations.

Candidates must have a high school diploma and at least one year of customer service experience, with strong communication skills to assist clients effectively.

Qualifications

• A minimum of one year of customer service experience required.
• Ability to communicate effectively, both verbally and in writing.
• Basic knowledge of Child Support Services Program preferred.

Responsibilities

• Provides first-level customer service to clients.
• Maintains assigned case load and documentation.
• Researches client records to determine next actions.

Skills

Customer service experience

Knowledge of Child Support rules

Communication skills

Organizational skills

Education

High School graduate or equivalent

Tools

Colorado Automated Child Support Enforcement System (ACSES)

Office technology skills

Job description

General Statement of Duties: The primary function of this position is to provide first level customer service for applicants, potential applicants, clients, and co‑workers. To effectively assess client requests, a Child Support Technician I is required to perform research using several different computer systems to obtain the solution.

Supervision Received: Works under the close supervision of the Child Support Services Program Manager and is assigned duties according to specified procedures and receives detailed instructions. Work is checked frequently.

Supervision Exercised: This position has no supervisory responsibilities.

Essential Functions: Any one position may not include all of the duties listed nor do the listed examples include all duties which may be found in positions of this class.

• Maintains assigned case load, keeping all documentation in chronological order.
• Interviews clients to obtain information and determination of existing court orders utilizing existing resources.
• Reviews information provided by clients and researches case records to determine next appropriate action.
• Keeps advised of current language, rules and regulations necessary to enforce and/or establish child support orders.
• Confers with Supervisor on a regular basis in regards to action necessary to establish and/or enforce child support orders.
• Follows Federal and State statutes regarding enforcement and establishment of Child Support/Paternity orders.
• Responds to parties’ questions within 48 hours and documents communication using the Colorado Automated Child Support Enforcement System (ACSES) to provide appropriate action and response.
• Researches personal and confidential information using the Colorado Automated Child Support Enforcement System (ACSES) to provide appropriate action and response.
• Assists in gathering and assembling information necessary for case review.
• Assists clients in meeting and understanding the commitments of responsibility as it relates to Child Support.
• Maintains confidentiality of information consistent with applicable Federal, State and County rules and regulations.
• Enters summarized chronologies of conversations as well as contact information updates into ACSES.
• When appropriate, refers clients to Program Manager or Non‑Custodial Parent Case Manager or other agencies as needed.
• Operates a personal computer to document/record all contacts and correspondence with client(s).
• Maintains timely and accurate records of contacts with client(s) to preserve pertinent data.
• Participates in team meetings to coordinate work activities with members of Child Support Services to ensure continuity of information.
• Assists County Attorney at child support hearings in regard to caseload.
• Administrative Process Action (APA) Certification.
• Enforcement Certification.
• Mandatory Reporter of all required reportable issues.
• Handle cash payments for Child Support Services and records payment information.
• Regular and predictable attendance is required.

MINIMUM QUALIFICATIONS

Required Knowledge, Skills and Abilities

Education: A High School graduate or equivalent. Additional training in the legal field preferred.

Experience: A minimum of one (1) year of customer service experience.

Required Knowledge: Ability to develop and demonstrate knowledge of Child Support rules and procedures. Ability to develop and demonstrate a working knowledge of Colorado Child Support Services Program as well as a basic knowledge of the other human services programs. Ability to operate a multi‑line telephone. Ability to log and track all calls. Basic skill in analyzing, prioritizing, and/or establishing a resolution for client’s concerns or issues. Ability to readily accept and adapt to changes in work environment, assignment, priorities and program requirements. Ability to work in high volume environment effectively and accurately completing work in a timely manner despite constant/frequent interruptions.

Language Skills: Must have the ability to communicate effectively both verbally and in writing and the skill to organize materials and present information clearly and concisely in verbal and written form. Must understand and follow verbal and written instructions. Must have proficient knowledge of the English language, proper grammar, punctuation and spelling in other oral and written communication and have the ability to write routine reports and correspondences. Must be able to read, comprehend and apply laws, rules, regulations, policies and standard operating procedures required for this position, as well as, basic how‑to documents and manuals.

Interpersonal Skills: Must have the ability to establish and maintain cooperative working relationships with fellow employees, representatives of other agencies and organizations and members of the community. Must have a strong customer focus orientation and have the ability provide information, answering questions and take messages. Must be able to accept interruptions in a polite and effective manner. Must have the ability to be an effective team member and maintain sensitive and confidential information. Must maintain appropriate professional boundaries in relationships with customer/clients and the general public.

Mathematical Skills: Must have the ability to work with basic mathematical concepts such as addition, subtraction, multiplication and division and apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Skills: Must be able to apply basic principles of logic and reasoning to a variety of practical problems. Have problem solving and troubleshooting skills. Must have strong organizational skills and the ability to prioritize and work on multiple tasks. Must be able to exercise some independent judgment and function under pressure. Must be able to accomplish assigned tasks to meet established performance standards and objectives and thinks through the consequences of a decision prior to making it.

Office Technology/Computer Skills: Must be able to effectively use modern office technology and equipment, including computers, calculators, telephone, copiers with scanning and faxing capabilities. Must have fundamental experience with word processing, database manipulation, spreadsheets, email, and the knowledge to save and retrieve documents from a variety of destinations and sources. Must be able to learn the software and programs related to the position and the County.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to sit and stand for long periods of time; use hands and fingers to handle or feel; and reach with hands or arms. The employee is required to stand, walk, climb or balance, twist, stoop, kneel, crouch. Must be able to respond to the customers’ needs and perform tasks requiring extensive hand and eye coordination. Dexterity of hands and fingers to operate a computer keyboard, mouse and other devices and objects. The employee must frequently lift and/or move objects up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Physical ability and mobility to drive a motor vehicle to and from field and meetings as required. Ability to work extended shifts and attend training and meetings outside of regularly scheduled hours and the ability to work in stressful situations.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Ability to tolerate and be productive in a quiet to moderate noise level in the work place. Employee will have periodic exposure to hazards in the field such as driving and inclement weather. Exposure to computer screens. May be exposed to potential angry, hostile, frustrated individuals and those with behavioral and/or cognitive challenges.

Special Requirements: Must possess and maintain a valid Colorado Driver’s License and satisfactory driving record. Completion of mandatory HIPPA training and NIMS IS 100 and 700 courses within the first year of hire.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.