Child Support Supervisor II - Enforcement Unit

Nash County; Nashville (NC); On-site; USD 55,000 - 75,000; Full time

Job summary

Nash County is seeking an Enforcement Supervisor for the Child Support Unit. The role oversees seven Enforcement Agents, guides case processing, and coordinates with the Establishment Supervisor and Program Manager to ensure compliance with state and federal laws.

The supervisor also coordinates with the IV-D attorney and local courts to enforce orders and maintain program effectiveness. The position requires leadership, organizational skills, and the ability to adapt to changing regulations and

Qualifications

• Must have knowledge of the Child Support Enforcement Program.
• Strong supervisory and leadership abilities desired.

Responsibilities

• Supervise seven Enforcement Agents and coordinate daily workflow.
• Collaborate with Establishment Supervisor, Program Manager, and IV-D Attorney as needed.
• Prepare unit meeting agendas and guide staff training.
• Monitor casework and ensure adherence to state/federal policies.

Education

High school diploma + 5 years child support/enforcement experience

Bachelor's degree in a relevant field

Job description

This position supervises a team of seven Child Support Agents. Prefer employee who demonstrates leadership knowledge and characteristics, knowledge of the court process and experience in court, ability to adapt to on-going and frequent changes, positive attitude and a willingness to learn and adapt.

A. Primary Purpose of Organizational Unit:

The Child Support Unit is responsible for locating absent parents, establishing paternity and/or support orders, enforcing compliance with existing orders and collecting and distribution of child support. The Unit is also responsible for reviewing existing orders every three years and taking action for modification, if appropriate.This position now has overall responsibility for the Enforcement Section of the Child Support Unit.

B. Primary Purpose of Position:

Provide supervisiontoa staff of 7Enforcement Agents.Position requires considerable guidanceto staff in their locating absent parents, enforcingand/or modifying existing orders when appropriate. Employee coordinates work flow operations,assigns cases, is responsible for staff training, monitoring of cases, resolves problems and ensures that quality services are provided. The Supervisor will coordinate with the Establishment Supervisor and Program Manager for the purpose of meeting the ChildSupportEnforcement (CSE)Unit's goals and objectives, maintaining the morale of staff andestablishing policyand procedures. This positionassumesdayto day responsibility for theEnforcement Section of theChild Support Unit and reportsto theProgram Manager. This position will also coordinate with Establishment Supervisor for overall planning organizing, directing and evaluating the local IVD Program in addition to overseeing that the goals, policies and procedures needed to ensure that both federal and state laws and state policy governing the Child Support Program are met. This position will also coordinate with the eligibility units, local judicial and law enforcement systems to maintain an effective program. This employee acts as a liaison between the community and the local and state child support agencies.

C. Work Schedule

This position is a full-time position and the standard work week is 8:00 am – 5:00 pm Monday – Friday. (for a total of 40 hours). Flexibility and/or overtime may be required due to court schedules and workload demands. In the event that it becomes necessary to work beyond the regularly scheduled, compensatory time is given.

D. Change in Responsibilities or Organizational Relationship:

This position was directly supervised by the DSS Director. In August 2023, position was assigned under the supervision of the Economic Services Program Manager.

ESSENTIAL DUTIES

1. OPERATIONAL RESPONSIBILITIES 60%

1. Planning

1. Establishesgoals and objectives utilizing stateperformance indicatorsprovided by the Regional Consultant.
2. Meets withthe Regional Consultant monthly to review changes in regulations, policy and statutesthat effectthe operationof the localchild supportprogram and review cases pulled for audit.

1. Establishesanddevelops work standards and unit policy through the development and maintenanceof detailed, written, standardizedpolicy.

1. Assesses and interprets needsof the unit to the Program Manager.
2. Reviews and interprets IV-D Manual, Legal Manual, new statutes, etc.

so thatthe programmaticand operational goals, policiesand procedures can be adjustedas needed.

1. Interprets to the community, Clerk of Court, employers, judicial and law enforcement systems, etc., the child support program and their roles in making the program successful.

1. Acts as a memberof the Management Teamto assist inestablishing agency needs, policies, procedures, etc. and keeps unit informed of Management Team decisions relating to both Agency and Unit.

1. Coordinates with the Establishment Supervisorto utilizeher recommendations for changesin policy andprocedures.

1. Schedules office visits and conferences with supervisees.
2. Aids supervisees in setting priorities and deadlines to meet goals.
3. Prepares unit meeting agendas and individual worker conference agendas.

1. Provides input to the Program Manager, Deputy Director and Director regarding need for staff, equipment, and training programs, etc.

1. Attend Monthly Manager’s Teleconference with State Personnel to discuss any changes as needed with staff. This is also utilized to ensure county is kept informed of upcoming new laws, regulations and trainings for staff.

b. Organizingand DirectingWork

1. Periodically reviews job assignments to ensure that work is fairly assigned and to ensurethat eachworker's skillsare utilized.
2. Redefines job responsibilities as policy and needs of the unitchange.
3. Establishesand adjusts unit prioritiesas needed.
4. Develops local formsand training materialto assist incarrying out training responsibilities.
5. Setstime standardsfor when assignedwork is to be completed.
6. Sets unit standardsfor both quantityand qualityof work and assists Establishment Supervisor in setting individual standardsfor line staff.
7. Monitors and orders supplies for the Child Support Unit and Legal Department as needed on a monthly basis.
8. Provide statistics to Program Manager, Deputy Director and Director as needed for budget requests.

1. Assist in interviewing and hiring selection of new staff with the Program Manager.
2. Assist in counseling, disciplining, promotion or dismissal of employees.

11.Coordinates unit activities withthe following:

(a)Income Maintenance Director and Eligibility Supervisorsto ensure that their units interact with the IV-D Unit towardsproviding information essential to the successin providing child supportservices. Coordinates with Eligibility Supervisor to ensure all IV-D Referrals are sent to update ACTS cases to avoid any unnecessary delays in pursuing parents for children currently receiving services. These referrals also assist to ensure money is applied to the appropriate accounts and/or disbursed to the correct person/case-head.

(b) The IV-D Attorneyisto ensure thatall pending requests to/from the Agents are completed in a timely manner. Also assist attorney in court as needed on questions as they arise in court in relation to local policy and/or procedures as well as federal and state policy/procedures in relation to Interstate Requirements.

Also coordinate with Attorney to assist in monitoring any outstanding orders to ensure all orders are accurate and received in timely manner.

(c) The Clerkof Court's Office andthe judicialand law enforcement systems to ensure thatour cooperativeefforts willresult in a more effectiveprogram.

(d) The Establishment Supervisor tonotify her of any concerns and/or issues that need to be addressed tostaff assigned to her and to ensure Child Support Unit as a whole is meeting agency standards and are following policy and procedures. Also coordinate together with Attorney on legal issues and any outstanding orders needing to be monitored and/or corrected.

(e) The Foster Care Supervisors and staff to ensure children in foster care and/or DSS custody have appropriate actions taken to enforce child support orders as needed.

(f) Coordinates with local and other county law enforcement officers to ensure Requests for Recalls of outstanding Orders of Arrest and/or Commitment Orders are prepared and processed to avoid inappropriate arrests as parties have since complied with terms or Orders of Arrest have since expired.

1. Evaluates individual caseloads and staff skills on an ongoing basis making necessary changes to keep operations running smoothly and fairly.

1. Organizes Enforcement Unit to efficiently carry out changes in mandates

in the Child Support Program.

14. Operationalizes new policy and programs for the Enforcement Unit.

15. Interviews dissatisfied or special clients to resolves issues. Also ensures all concerns/issues are addressed in a timely manner.

16. Receives incoming Change of Venue Cases from other counties.

Review same for accuracy in the case file to ensure all required documentation is included in the case file. Research to ensure correct medical terms/codes are found in system and if any enforcement activities are immediately needed.

Forwarding the case to appropriate agent for follow-up and/or enforcement.

17. Reviews incoming Change of Payee requests to ensure contents of previous client’s orders are included in new payee’s case file and to confirm all appropriate documentation is included in case files.

Same is then forwarded to appropriate enforcement agent for proper follow-up on change/payee requests.

1. Monthly Reports: Researching and printing all appropriate monthly reports including self-assessments, agent’s statistical reports, and any clean-up reports that need agent feedback. These are assigned an appropriate due date to be completed by assigned agent.

1. Case Closure Requests: Supervisor researches and responds to all case closure requests to ensure it is an appropriate request and meets state/federal criteria for case closure prior to approving request and closing out case.

1. Maintains small caseload when supervisory involvement may be required due to case may include direct family member of a current employee. This may include establishing and/or enforcing orders that include ongoing support, arrears and/or medical coverage.

1. Monitors, researches and approves all contempt actions taken against non-custodial parents for failure to comply with court orders.

1. Monitors, researches and approves any motions and/or modifications of support orders filed by agents or parties of the case.

1. Collect tax sensitive destruction logsand safeguard required Federal Tax Destruction Logs in compliance with Federal Regulations. Ensuring logs are kept in storage in compliance with Federal Regulations.

1. Assists Attorney with Bankruptcy Process on any bankruptcy notifications received by the State Regional Consultant and/or State Child Support Central Office. Ensuring that the bankruptcy process is monitored and completed in compliance with state and federal policy/regulations. Ensuring appropriate notifications are made in the Child Support System to ensure Child Support Unit is in compliance with Federal Laws as it pertains to bankruptcy filings.

c. Financial Management

1. Makes recommendations for additional personnel, equipment, space,etc. based on sound factual datato the Program Manager.

1. Provides statistics to theProgram Manager, Deputy Directorand Directoras needed to justify budgetrequests.

3. When staff submits requisition requests, supervisor researches and approves expenditures for court costs, paternity tests, birth certificates and refunds for overpayments of cost to appropriate party.

1. When incoming checks and/or payments are received at local office, Supervisor researches to determine if appropriate to accept, if made out to appropriate party and how it should be applied.

d. Reviews

1. Developsand maintainsa vehiclefor compiling unitand individual statistics to utilize as a guidein determiningif unit and individual standards and goalsare beingmet.

2. Periodically reviews both unitand individual progressto determine whether or notinternal changes needto be made tomuprovethe child support program.

1. UtilizesEstablishment Supervisor's andstaff's suggestionsin setting unit policy, procedures and standardsas part ofthe reviewprocess.

4. Reviews work standards for the unit and redefines standardsas needed.

5. Conducts individual and group conferences regularly to determine if unit and individual standards and goals are met, identifying and addressing problems promptly.

6. Reviews case records regularly for compliance with regulations, policies,

standards and appropriateness of action taken.

1. Reviews case listing report andcompiles this report to identify all open non-custodial parent cases and total number of these cases are provided to Administrative Accounting Clerk.

8. Reviews Collections Report and compiles this report that is provided to Director to report money collected by county on a monthly, quarterly and yearly basis.

9. Reviews Collections by Pay Source and compiles this report that is provided to Director to report source of all payments collected by the County.

10. Review State Foster Home and Foster Care Collections Reports and compiles this report to show how money collected is disbursed to the Federal/State Government and to local county. This report reflects reimbursement of funds expended on children while in state/county custody.

1. Reviews Payments Distributed per County and compiles this report to identify county expenditures made by Foster Care, State Foster Home, Incentive Money, cost of Tax Intercepts, paternity tests and legal fees.
2. Reviews Legal Fees Report and compiles this report for County Business Officer to identify and track incoming payments from the State Central Office as reimbursement of county legal fees paid out for service of court actions, show causes, Orders of Arrest and other civil actions.

PERSONNEL RESPONSIBILITIES 39%

a. Training

1. Provides on-the-job training and orientation for newstaff and ongoing training for staffing in individuals and group settings.

1. Develops written training materials used in training line staff.
2. Makes arrangement for staffto receive formal traininginitially and annuallywhen offered and/or certifications as required by Federal and State regulations as needed. Notifying state of any terminations as needed.

4. Conducts staff meetings at least monthly to review new manual material and agency policies, discussing problems with the unit and giving staff an opportunity to share problems with the unit and giving staff an opportunity to share problems, concerns, ideas, etc.

5. Provides written memoranda and instructionswhen necessaryto instruct and to establish and clarify policy.

6. Utilizes the regional consultant in staff training as needed.

7. Provides training to assist IV-D attorney in matters relating to the child support program, policies and procedure. In conjunction with Establishment Supervisor and Legal staff, assist in training new attorney and/or legal assistant as needed.

8. Monitor staff for appropriate follow-up on cases in their caseload. Ensuring proper and timely actions have been taken on or after scheduled appointments/hearings. Monitoring their ‘work-lists’ (method of alerts received in Child Support Computer System) to ensure have been completed timely. Give staff feedback on findings via conferences and/or notifications as needed.

9. Conduct Performance Reviews with staff on individual basis and discuss accomplishments, strengths, areas of improvement and any assigned goals for upcoming year.

10. Ensures adequate coverage is maintained in the Unit. Approves appropriate leave for vacation and/or sick time. Reassigns work as needed for proper coverage and timely workflow. Monitors staff to ensure they have adequate time available to cover requests.

Review monthly timesheets for accuracy.

b. Counseling and Disciplining Employees

1. Provides counseling to staff regarding workload, assisting staff in dealing with their feelings regarding difficult or challenging clients.

2. Provides counseling and support regarding work performance and work habit issues. If counseling and support do not work, supervisor begins the disciplinary process following written agency policy regarding discipline and grievance which could include coaching plans, work plans, and/or corrective action plans.

1. Evaluates each supervisee on an ongoing basis and prepares annual performance reviews.

1. Makes recommendations to the Director regarding promotion,
2. dismissals, reassignment and salary adjustments of staff.

c. Selection of Employees

1. Assists the Program Manager in preparation of structured interviews,

participates in interviewsof potential unit members and makes recommendations to the Director based on the interview and reference checks. Assists inselection, promotion or dismissal of employees in cooperation with Program Manager, Deputy Director and Director.

2. Develops and maintainsa format to utilize in interviewingand appraisal of job applications.

1. Design new positions within the unit and is responsible for preparation of new job descriptions and assisting staff with updating existing positions when changes occur.

OTHER 01%

1. This employee will be expected to work in emergency shelters and/or perform

related disaster tasks.

1. Performs other reasonable tasks requested by Program Manager, Deputy Director and Director.
2. e

B. OTHER POSITION CHRACTERISTICS

1. Accuracy Required in Work:

A high degree of accuracy is required in both oral and written work as the unit supervised and administered by this employee is primarily responsible for activitiesrelated to legal procedures that are governed by state statutes. Personnel actionsinvolving hiring, discipliningand dismissing of employees require accurately abidingby legal mandates (i.e. Equal Employment Opportunity, American Disabilities Act of 1990) and accurate documentation of the process to avoid and to defend against lawsuits.

2. Consequence of Error:

Errors in training activities, organizing and directing work, expenditure approval, andin planning activities mayaffect the quality of services rendered to clients. Errors inpersonnel matters may result in lawsuits. Errors in work result in loss of staff productivity, financial loss if time is wasted or if inappropriate legal referrals are made. Inaccurate evidence presented to the court could cause the Judge to rule against the agency and our client. It is vital that all sources of information are checked for accuracy and that all information is verified before it is submitted as evidence in court. Inaccurate information could subject the individual or Agency to a lawsuit. Loss in public confidence and loss in credibility before the District Court is the ultimate result of work error.

3. Instructions Provided to Employee:

Instructions are provided in written and oral form. Monthly Management Teammeetings are held to develop and receive instructions on administrative policies andprocedures. Supervisor also has scheduled conferences with the Program Manager.Instructions are also provided by the State through manual changes and administrativeletters. The supervisor attends appropriate workshops regarding policy, procedure,supervision, child support trends and staff development. The RegionalConsultant andState IV-D Staff arealsoavailable as needed to provide instructions. Instructions are also provided in the form of county and agency personnel handbooks.

4. Guides, Regulations, Policies and References Used by Employee:

a. North Carolina Child Support Program Manual

b. North Carolina Child Support Legal Manual

c. North Carolina General State statutes

d. Written instructions from theProgram Manager,Deputy Director and Director.

e. Written instructions from the IV-D attorney regarding legal procedures.

f. Written instructions from the state child support office and from the regional consultant.

g. Agency, County and State Personnel Manuals,

5. Supervision Received by Employee:

This employeehasperiodic conferences with the Program Manager to discuss and

review unit goals and ongoing issues. This employee consults and coordinateswith the Director,Deputy Director and Program Manager when major disciplinary actions which may result in terminationmust be initiated against an employee. Employee receives review through scheduled conferences, meetings, informal interaction, reports and annual performance appraisal. Review for quality is also received through random case reviews by regional consultant. Supervisor is expected to function independently in management of caseload and unit once she is trained.

6. Variety and Purpose of Personal Contacts:

Employee has contact with unit staff, other units within the agency, defendants,defendants' attorneys, clients, employers, Clerks of Court, Sheriff's Departments,

Judges, witnesses, other agencies, State IV-D staff and the regional consultant for thepurpose of helping agents locate absent parents, establish and modifychild supportorders. Supervisor may serve as agency representative on various boards andcommittees, act as liaison between the numerous persons and agencies involved in thedelivery of service to clients, handle and resolve complaints from clients, andeducating the public on an individual or group basis regarding the Child SupportProgram, interpreting policies standards and procedures.

7. Physical Effort:

Employee must be ableto movewithin the agencyand use office equipmentdescribed in #9 belowon a frequent basis. Employee musthave ability to be mobile to attend courtand to carry records, documents and supplies needed for court. Employee must have ability to attend meetings within the countyas wellas workshopsand meetingsout of the county. Overnight staysare sometimesnecessary.

8. Work Environmentand Conditions:

Work is performedin a countysocial service agency located inthe County Administration Building. Employeehas a private office withinthe agencyto performduties. Employee's work stationhas a desktop printer. As child support is oftenan emotionallydistressing issue, considerableanger is demonstratedoften through verbal communicationand canbe demonstrated physically. The local police department andsheriff’s departmentare located inclose proximityto the County Administration Buildingand can be easily contacted. The agency receptionist alertsthe unitif a clientor an absent parentis demonstratinghostile behaviorso that staff will be alertedto potentialproblems.

9. Machines, Tool, Instruments, Equipmentand MaterialsUsed:

Employee uses a personal computer, calculator, copier, printer, telephone,paper shredder,

FAX machine and automobile inorder to performduties.

10. Visual Attention. Mental Concentration and ManipulativeSkills:

Employee must use high degreeof mental concentrationand visualattentionto ensure that attentionis givento detail whendealing with expenditure approval,legal, administrative, and personnel issues as well as monitoring records and interpreting State Statutes. Employeemust have physical dexterityrequired to successfullyand effectivelyoperate machineryand tools outlinedin #9 above.

1 1. Safety for Others:

The supervisor strengthens staff's awarenessof job-related safety precautionsand ensuresthat staff understands the Agency's Safety Protocol (includinguse of law enforcement) and importanceof attitudeand professionalism. See #8 for issues confrontingthis employeeand unitfor precautions. Employee as well as the agents must be able to skillfully control interviews and be able to diffuse potential volatile attacks. Staff has been instructed to call the Police Department if a situation seems to be developing that could endanger staff. Clients and children may be subjected to domestic violence as a result of legal actions by the Unit. Supervisor must complete incident reports on any and all incidents that occur during normal work hours and while on county property within 24 hours of occurrence.

12. Dynamics of Work:

The Child Support Unit is frequently affected by changes in methodology, laws and guidelines, shifting program emphasis, new programs and changes in technology and in laws relating to child support issues. These changes occur not only in the child support unit but also in other departments and agencies interfacing the unit. Program procedures must be constantly redesigned to adjust to program changes. The Enforcement Supervisor, in conjunction with the Establishment Supervisor, is responsible for planning and implementing program changes and adjusting procedures to comply with changing program requirements affecting the enforcement unit. Changes in state and local personnel policies and procedures and changes in state and federal laws that affect personnel practices affect this employee.

1. Thorough knowledgeof the ChildSupport Enforcement Programand applicable legal procedures including judicial operations.

1. Considerable knowledge of state and local personnel policy regarding leave,grievances, laws, etc.

3. Considerable ability to plan,organize, evaluate, direct and execute work effectively.

4. Considerable ability to establish and maintain effective working relationships with administrative superiors, associates, clients, legal entities and other social agencies.

5. Considerable knowledgeof supervisory practices and management techniques including the ability to handle grievance and disciplinary actions,to motivate staff to handle complaints and inquires and to resolve potentially dangerousor volatile situations.

6. Math skills to the extent that child support arrearagesare reconciledand budgetscan be computed to determine the appropriate amount of child support.

7. Considerable ability to organize,analyze and summarize case informationboth orallyand in writing.

8. Considerable interviewingand investigativeskills needed to gather, analyze andutilize information.

9. Ability to deal effectively with people from diversified segments of the population.

10. Ability to read and interpret materialof a complex nature.

11. Ability to organize and prioritize due to the quantity and variety of tasks that must be completed.

12. Ability to compose material that isclear, concise and grammatically correct.

13. Ability to supervise,train, or orient supervisory level employees.

14. Ability to assess and evaluate child support cases to determinethe need of the caseand to communicate that to supervisors.

15. Ability to coordinate activitiesbetween all individuals, programsand agenciesinvolved in the child support process including WFFA and MedicaidUnits, Clerkof Court, IV-D attorney,private attorneys,

sheriff’s departments, employers, otherstate IV-D agencies,our State Child Support Office and other

local agencies, etc.

16. Ability to work cooperativelywith others and to function well as a part of a team.

17. Ability to work independentlyand to make decisions.

18. Ability to use a personalcomputer.

19. Language skills in both oral and written form.

20. Ability to generatea high quantityof work with a high degree of accuracy.

21. Ability to meet deadlinesand handlethe stress of a constantly changing workenvironment and large quantities of work.

22. Physicalability to verballycommunicate with others via telephoneand in person.

23. Physical dexterity needed to operate personal computer, copying machine, calculator and telephone and to move between assigned work station and the workstations of the other child support and agency staff as well as betweenauxiliary agencies utilized in the child support process.

24. Considerable leadership ability needed to train, motivate and problemsolve with staff.

25. Considerable interpersonalskills to enable effective managementof others in a constructivemanner.

26. Considerable knowledge of office management practices and procedures.

Graduation from a high school plus five of experience in eligibility, investigative, judiciary, attorney’s office or related work, which provides the knowledge, skills, and abilities, needed to perform the work, including one year of experience in the Child Support Program.

OR Four-year degree plus two and half years of work experience in Child Support Enforcement Program

OR Associate of Arts Degree in business, human resources, law enforcement, or closely related field plus three years of experience in investigative, judiciary, eligibility, attorney’s office or related work, including one year of experience in the Child Support Enforcement Program.

License or Certification Required by Statue or Regulation:

Valid NC Driver’s License Immediate access to a vehicle to perform essential functions of the job