Level I Representative

Adult Correction; North Carolina; Hybrid; USD 39,000 - 69,000; Full time

Benefits offered by this job

Hybrid work option

Job summary

The North Carolina Department of Health and Human Services, Division of Social Services, seeks an Administrative Specialist I (S) to support Child Support Services as a Level 1 Representative. You will handle caller inquiries, assist with ACTS and participant website registration, and maintain confidentiality while guiding users through processes.

The role emphasizes strong customer service, basic policy knowledge, and documentation of interactions. A hybrid work option is available.

Qualifications

• Experience listening and responding to callers; clear communication in oral and written formats.
• Documented experience using office equipment and information systems to meet business needs.
• Proven ability to build effective working relationships to support teamwork and service delivery.
• Accurate and thorough in documenting caller information and following procedures.

Responsibilities

• Provide customer service by listening to callers and identifying informational needs about Child Support Services.
• Assist callers with ACTS inquiries and case information.
• Maintain courteous, professional demeanor with upset or challenging callers.
• Diffuse emotional situations with tact and diplomacy to ensure productive communication.
• Guide callers through required steps and system functions.
• Protect confidential information during interactions and documentation.
• Document call details and follow procedures for consistent service delivery.
• Share information on call patterns or issues to support team operations.
• Contribute to effective Child Support Services by completing tasks within guidelines.

Skills

Listening & communication

Documenting interactions

Professional demeanor

Tools

ACTS system

Office technology

Job description

Agency Dept of Health and Human Services Division Social Services Job Classification Title Administrative Specialist I (S) Position Number 60042222 Grade NC08

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

The Level 1 Representative provides customer service support for Child Support Services by responding to caller inquiries and assisting with navigation of program information, participant website registration, and Automated Collection and Tracking System (ACTS) functions. This position listens to callers to identify informational needs, uses basic knowledge of ACTS and Child Support Services policy to provide accurate assistance, and maintains a courteous, professional approach when handling difficult or emotional situations. It ensures confidentiality of Child Support Services information while guiding callers through required processes and documenting interactions as needed. The Level 1 Representative supports the mission of the Division of Social Services by contributing to accessible and responsive program operations. This position operates within the Child Support Compliance and Support Unit.

Key duties include:

• Provide excellent customer service by listening to callers and identifying their informational needs related to Child Support Services.
• Use knowledge of the Automated Collection and Tracking System (ACTS) to assist callers with inquiries and case information.
• Maintain a courteous and professional demeanor when interacting with callers, including those who may be upset or challenging.
• Apply tact and diplomacy to diffuse emotional or antagonistic situations and ensure productive communication.
• Develop and apply basic knowledge of Child Support Services policy to provide accurate and appropriate assistance.
• Assist callers with participant website registration and guide them through required steps and system functions.
• Protect confidential Child Support Services information during all interactions and documentation.
• Document call details and follow established procedures to ensure consistent service delivery.
• Support team communication by providing clear information on call patterns, issues, or emerging service needs.
• Contribute to effective Child Support Services operations by performing assigned support tasks within established guidelines.

Knowledge Skills and Abilities/Management Preferences

Salary Grade Range: $39,244.00 - $68,679.00

Recruitment Range: $39,244.00 - $39,486.00

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 (KSAs)/ Management Preferences are not required. Applicants who possess the following skills are preferred:

• Experience listening and responding appropriately to callers, conveying information clearly in both oral and written formats to ensure message comprehension.
• Documented experience using office equipment and relevant technology-including software and information systems-to meet business needs and support customer service functions.
• Proven track record developing and maintaining effective working relationships that support communication, teamwork, and consistent service delivery.
• Demonstrated accuracy and completeness in performing tasks and processes, including documenting caller information and following established procedures.
• Consistent performance ensuring assigned projects and responsibilities are completed within required timeframes and meet established expectations.

The Posting Will Close At 11:59 P.M. The Night Before The End Date

This Position Is Funded In Part Through Federal Funds

This Position Is Eligible For A Hybrid Work Option

Physical Requirements:

• Ability to sit for long periods of time
• Ability to look at a computer monitor for extended periods of time
• Ability to type for extended periods of time

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 and Benefits:

The State of North Carolina offers excellent comprehensive 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, a