Level I Representative

State of North Carolina; Cary (NC); On-site; USD 40,000 - 52,000; Full time

Job summary

The State of North Carolina, Department of Health and Human Services — Social Services Division, seeks an Administrative Specialist I (S) to support the Child Support Services function. This fast-paced role handles basic caller questions, updates demographic data in ACTS, generates documents, and explains notices and service timelines to clients.

Based in the Customer Support Call Center in Martin County, NC, the position requires accurate data entry, clear communication, and courteous

Responsibilities

• Answers basic Child Support Services caller questions regarding their case(s).
• Updates demographic information in case records in ACTS (Automated Collection and Tracking System).
• Generates ACTS documents for callers and explains notices, application process and fees.

Job description

Agency

Dept of Health and Human Services

Division

Social Services

Job Classification Title

Administrative Specialist I (S)

Position Number

60042209

Grade

NC08

About Us

The North Carolina Department of Health and Human Services (DHHS) is one of the largest, most complex agencies in the state, and has approximately 17,000 employees. It is responsible for ensuring the health, safety, and well-being of all North Carolinians, providing human service needs for special populations including individuals who are deaf, blind, developmentally disabled, and mentally ill, and helping poor North Carolinians achieve economic independence.

Description of Work

Title IV, Part D of the Social Security Act, the Child Support Services Section within the Division of Social Services establishes administrative procedures and financial accountability for core services: 1) Location of the Non-Custodial Parent; 2) Establishment of Paternity; 3) Establishment of Support Obligation; 4) Collection of Support Payments; and 5) Enforcement of Support Obligation. There are four units of organization in the Central Office and the Administrative Specialist I position is located within Compliance and Support which is located at the Customer Support Call Center located in Martin County, NC. This role works in a fast paced, high volume call center, with a steady flow of incoming calls each day.

The primary purpose of the position is to serve as a Level I Representative. The position answers basic Child Support Services (CSS) caller questions regarding their case(s), updates demographic information in case records in the statewide Child Support System, ACTS (Automated Collection and Tracking System), provides basic participant website registration assistance, generates ACTS documents for callers, explains notices, application process and fees for child support services, explains service timelines, wage withholding information, arrears balances and payment distribution information, provides appointment/hearing dates and times, documents customer interactions in ACTS and notifies responsible case managers.

Work includes