Level I Representative

Health & Human Services; Indiana; In loco; USD 39.000 - 69.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health insurance options

Retirement plans

NCFlex benefits

Paid vacation

Sick leave

Parental leave

Descrizione del lavoro

North Carolina Department of Health and Human Services (DHHS) seeks an Administrative Specialist I (S) at the Customer Support Call Center in Martin County, NC. This Level I representative handles basic CSS questions, updates case records in ACTS, explains notices, timelines, and wage withholding, and assists with document production.

You will work in a fast-paced call center, provide data entry and guidance to participants, and escalate complex cases to case managers.

Competenze

• Experience working in a call center setting addressing callers needs.
• Skills demonstrated in customer service in an office or medical setting.
• Data entry experience in maintaining databases.

Mansioni

• Update participants’ contact information (address, phone, email)
• Verify participants’ information in case records
• Generate and mail required forms and payment documents
• Provide guidance on notices, timelines, and wage withholding
• Schedule and track hearings, appointments, and payments
• Update ACTS with changes and support documentation

Conoscenze

Call center experience

Customer service

Data entry

Formazione

High school diploma or GED

Descrizione del lavoro

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;
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

• Case Documentation & Participant Data Management: Update participants’ contact information (address, phone, email) Verify participants.
• Forms & Document Production (including mailing requests in English/Spanish): Generate: Affidavit of indemnity and bond; Postmaster letter for NCP; Child support application; Direct deposit authorization; and Payment history (thirteen months) Requests to mail (including Spanish): Payment coupon; Automatic withdrawal -authorization form (bank draft); Full participant history for NIVD cases.
• Information & Guidance to Participants: Explain: Notice of Collection letters; Emancipation actions required; Application process and fees for child support services; and Payment options. Provide Timeframes: Service timelines; Wage withholding initiation; SMI One Card issuance; Payment distribution; and Indemnity & bond affidavit processing.
• Case Information & Scheduling Support: Provide: Arrears balance for IVD cases; Payment information for IVD cases; and Instructions on where to mail checks that can’t be cashed; Appointment date and time Hearing date (time varies by county).
• Assistance & Referrals/Escalations: Assist with E‑Child Support: registration, login, and resets Assist with Canceled checks.
• Data Entry: Update ACTS with address changes, email, phone number and other information.

Knowledge Skills and Abilities/Management Preferences

Salary Range: $39,244 - $68,679 Recruitment Range: $39,244 - $39,486 Candidates now meet the minimum qualifications of a position if they meet the minimum education and experience listed on the vacancy announcement. The Knowledge Skills and Abilities/ Management Preferences are not required. Applicants who possess the following skills are preferred.

• Experience working in a call center setting addressing callers needs.
• Skills demonstrated in customer service in an office or medical setting.
• Data entry experience in maintaining databases.

This position is funded in part through federal funds.

This position will close at 11:59 p.m. the night before the end date.

Repost- Reapply NOT REQUIRED REPOST -Previous ApplicantsDo Not Need To Reapply In Order To Be Considered For This Vacancy

About the Division of Social Services (DSS)

The Division of Social Services (DSS) provides direct services that address issues of poverty, family violence and exploitation. We aim to prevent abuse, neglect and exploitation of vulnerable citizens, and promote self-reliance and self-sufficiency for individuals and families.

Compensation & Benefits

Employees can participate in health insurance options, standard and supplemental retirement plans, and the NCFlex program (numerous high-quality, low-cost benefits on a pre-tax basis). Employees also receive paid vacation, sick, and community service leave. In addition, paid parental leave is available to eligible employees. Visit website for State Benefits Supplemental and Contact Information

Equal Opportunity Employer

The North Carolina Department of Health and Human Services (DHHS) is an Equal Opportunity Employer that embraces an Employment First philosophy, which consists of complying with all federal laws, state laws, and Executive Orders. We are committed to reviewing requests for reasonable accommodation at any time during the hiring process or while on the job. For more information about DHHS: https://www.ncdhhs.gov/. DHHS uses the Merit-Based Recruitment and Selection Plan to fill positions subject to the State Human Resources Act with the most qualified individuals. In accordance with the Governor’s Executive Order 303, our agency supports second-chance employment for individuals who were previously incarcerated or justice-involved.

Background Check Requirements

Applicants may be subject to a criminal background check. All candidates selected for positions considered 'Positions of Trust' will be subject to a criminal background check.

Veterans and National Guard Preference

Veterans’ and National Guard Preference: Applicants seeking Veteran's Preference must attach a DD-214 Member-4 Form (Certificate of Release or Discharge from Active Duty) to their applications. Applicants seeking National Guard Preference must attach an NGB 23A (RPAS), along with the state application, if they are a current member of the NC National Guard in good standing. Applicants who are former members of either the NC Army National Guard or the NC Air National Guard, with honorable discharge and six years of creditable service, must attach a copy of the DD 256 or NGB 22, along with the state application.

ADA Accommodations

Consistent with the Americans with Disabilities Act (ADA) and the Pregnant Workers Fairness Act (PWFA), DHHS is committed to the full inclusion of all qualified individuals. As part of this commitment, DHHS will ensure that people with disabilities, or known limitations covered by the PWFA, are provided with reasonable accommodation. If reasonable accommodation is needed to participate in the job application or interview process, please contact the person indicated below.

Contact Information

If there are any questions about this posting, please contact Talent Acquisition at [e-mail].

Minimum Education and Experience

Some state job postings say you can qualify by an 'equivalent combination of education and experience.' If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both. See the Education and Experience Equivalency Guide for details. High school diploma or General Educational Development (GED) diploma and two years of related administrative experience; or equivalent combination of education and experience.

EEO Statement

The State of North Carolina is an Equal Employment Opportunity Employer and dedicated to providing employees with a work environment free from all forms of unlawful employment discrimination, harassment, or retaliation. The state provides reasonable accommodation to employees and applicants with disabilities; known limitations related to pregnancy, childbirth, or related medical conditions; and for religious beliefs, observances, and practices.

Employer Description

North Carolina State Government is one of the state’s largest employers, with over 76,000 employees all working toward a common goal: a safer and stronger North Carolina. We are a large organization comprised of various agencies, offices, and universities, each providing important public services. Eligible state employees are entitled to comprehensive benefits, including a variety of leave options, professional development opportunities, insurance, and more.

Closing Date Statement

All job postings close at 11:59pm the night before the End Date on the posting.