Child Support Program Manager POS# 106000002

Cumberland County; Fayetteville (NC); On-site; USD 70,000 - 95,000; Full time

Job summary

Cumberland County is seeking a Program Manager to provide strategic leadership and oversight for the Child Support Services Division. You will manage four Program Supervisors, two QA/Training Specialists, and one Data System Specialist, directing program operations and training initiatives.

You will collaborate with leadership to implement departmental goals, evaluate performance, and ensure compliance with state/federal laws while maintaining secure data practices and effective service delivery.

Qualifications

• Graduation from an accredited four-year college or university with a major in criminology, sociology, business administration, or closely related field.
• Three years of responsible work experience as a Child Support supervisor or equivalent leadership role.

Responsibilities

• Lead four Program Supervisors, two QA/Training Specialists, and one Department Data System Specialist.
• Plan and direct program operations for the Child Support Services Division.
• Evaluate performance and service delivery; identify opportunities for improvement.
• Ensure compliance with federal/state requirements, county policies, and procedures.
• Develop training curricula and coordinate comprehensive training schedules.
• Oversee system access controls and data security training.

Skills

Strategic planning

Leadership

Program operations

Training development

Policy compliance

Communication

Data systems

Security & confidentiality

Education

Bachelor's degree in criminology/sociology/business administration

Tools

ACTS

Excel

Word

Job description

Make a meaningful difference in the lives of children and families by joining a department dedicated to promoting parental responsibility and helping children receive the financial support they deserve. The Program Manager provides strategic leadership and oversight for the department’s programmatic operations. This position directly manages four Program Supervisors, two Quality Assurance and Training Specialists, and one Department Data System Specialist.

In collaboration with the supervisory team, the Program Manager leads employees who deliver essential child support services to families throughout the community. Key responsibilities include strategic planning, organizing and directing program operations, evaluating performance and service delivery, and partnering with agency trainers to develop and lead program-specific employee training.

• Collaborates with the Child Support Director to plan and implement departmental goals, objectives, procedures, and strategic initiatives
• Organizes, directs, and manages the programmatic operations of the Child Support Services Division
• Evaluates program services, identifies opportunities for improvement, and recommends operational changes to the Child Support Director
• Ensures program operations comply with applicable federal and state requirements, County ordinances, and departmental policies and procedures
• Monitors agency performance and submits recommendations designed to strengthen service delivery, operational efficiency, and program outcomes
• Oversees the development, review, and maintenance of the program’s training curriculum and coordinates comprehensive employee training schedules
• Assesses the training and professional-development needs of experienced employees based on performance results, evaluations, and supervisory feedback
• Oversees required security and confidentiality training for newly hired employees and coordinates annual training for all departmental staff
• Manages employee access to the County network, state-supported business systems, and authorized public and private software applications
• Coordinates employee password resets and access updates while supporting compliance with applicable system-security requirements.
• Prepares and submits quarterly reports to North Carolina Child Support regarding active employees and their authorized system access
• Reviews and monitors individual, unit, and departmental reports to identify adverse trends, performance concerns, and opportunities for improvement
• Develops corrective strategies and operational initiatives under the guidance and direction of the Child Support Director
• Addresses and resolves customer concerns with professionalism, tact, diplomacy, and appropriate confidentiality
• Responds to concerns received directly from customers or referred by County leadership, elected officials, the North Carolina Governor’s Office, or the North Carolina Child Support Office
• Applies extensive knowledge of North Carolina child support legislation, program policies and procedures, local judicial processes, and agency practices when directing program operations
• Regularly evaluates program accomplishments through reports, email communications, performance data, and discussions with employees and supervisors
• Meets individually and collectively with employees to discuss workflow, caseloads, policy changes, work methods, performance expectations, and program accomplishments

Graduation from an accredited four-year college or university with a major/degree in criminology, sociology, business administration, or closely related field and three (3) years of responsible work experience as a Child Support supervisor; or an equivalent combination of education and experience.

Necessary additional requirements:

Successful completion of Basic Excel 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 laws, regulations, policies, and procedures
• Knowledge of the Automated Case Tracking System (ACTS) and its application to child support case management and program operations
• Knowledge of applicable legal procedures, judicial operations, and office management practices
• Knowledge of supervisory and managerial principles, practices, and techniques
• Skills in interviewing, investigating, and analyzing case information and variables
• Skills in organizing and summarizing detailed case and program information accurately and clearly
• Skills in analyzing and interpreting applicable laws, rules, regulations, policies, and procedures
• Skills in planning, directing, monitoring, evaluating, and developing Child Support Program operations
• Skills in preparing clear, accurate, and professional written reports, correspondence, and program materials
• Skills in communicating effectively and professionally with employees, agency leadership, judicial partners, government officials, customers, and community stakeholders
• Abilities to provide instruction, guidance, training, and technical assistance to employees
• Abilities to organize, supervise, motivate, and evaluate employees while supporting departmental goals and performance expectations

Conditions of Employment:

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.