Level III Representative

Health & Human Services; Indiana; Hybrid; USD 41,000 - 72,000; Full time

Benefits offered by this job

Hybrid work option

Job summary

North Carolina Department of Health and Human Services is seeking a Business Services Coordinator II to support the Child Support Services program. The role coordinates business, administrative, and customer-service functions that impact statewide case management and service delivery.

You will provide frontline assistance, interpret CSS policies, and maintain case records in ACTS, ensuring accurate program information and confidential handling of sensitive data.

Qualifications

• GED diploma required with five years of related administrative experience or equivalent.
• Experience handling complex CSS calls, documenting case interactions, and explaining program policy.
• Proficiency with ACTS for case data entry and generating documents.

Responsibilities

• Provide customer service to CSS callers by responding to complex inquiries and explaining applicable program policies.
• Maintain courteous and professional communication with distressed or antagonistic callers using tact.
• Review and apply updated CSS manuals and policy guidance for accurate interpretation during discussions.
• Update ACTS with current case information including addresses, employment status, and case notes.
• Generate and distribute ACTS documents and prepare agent worklists based on case needs.
• Trace and resolve missing or misapplied child support funds using the SMI system.
• Communicate with employers and CSS offices to coordinate case information and policy compliance.
• Document case interactions and business processes to support consistent case management.

Skills

CSS calls handling

ACTS data entry

Policy interpretation

Document case interactions

High-volume environment

Education

GED diploma

Tools

ACTS

SMI system

Job description

Agency Dept of Health and Human Services Division Social Services Job Classification Title Business Services Coordinator II (S) Position Number 60042177 Grade NC09

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

The Level III Representative position supports the Child Support Services (CSS) program by coordinating business, administrative, and customer‑service functions that directly affect statewide case management and service delivery. The role provides front‑line assistance to callers by interpreting CSS policies, documenting case activity, and updating automated systems, such as Automated Collections and Tracking system (ACTS), to ensure the accuracy of program information. Work includes managing sensitive and confidential case details, addressing complex inquiries, and maintaining professional communication with employers and CSS offices within and outside North Carolina. This position operates in a fast‑paced environment requiring sound judgment, consistent application of program procedures, and effective handling of emotionally charged or challenging interactions.

Key Duties Include:

• Provide customer service to CSS callers by responding to complex inquiries and explaining applicable program policies.
• Maintain courteous and professional communication during interactions with distressed or antagonistic callers using tact and conflict‑diffusion strategies.
• Review and apply updated CSS manuals and policy guidance to ensure accurate interpretation during case‑related discussions.
• Update ACTS with current case information, including address changes, employment status, and detailed case notes documenting caller interactions.
• Generate and distribute ACTS documents and prepare agent worklists based on case needs and program protocols.
• Trace and resolve missing or misapplied child support funds using the SMI system.
• Communicate with employers and CSS offices both in‑state and out‑of‑state to coordinate case information and support policy compliance.
• Document case interactions and business processes accurately to support consistent and reliable case management.
• Maintain confidentiality of sensitive CSS information in all written and verbal communications.

Knowledge Skills and Abilities/Management Preferences

Salary Grade Range: $41,206.00 - $72,113.00 Recruitment Range: $41,206.00 - $45,560.00 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:

• Proven experience handling complex Child Support Services (CSS) calls, including explaining program policy, documenting case interactions, and managing sensitive information.
• Advanced skills using ACTS to complete case‑related data entry, including updating addresses, employment status, detailed event notes, and generating documents and worklists.
• Experienced in reviewing and applying current CSS manuals and policy updates to ensure accurate interpretation during customer interactions and case discussions.
• Documented experience tracing and resolving missing or misapplied funds through the SMI system and coordinating related communication with employers and CSS offices.
• Demonstrated accuracy in completing business and administrative tasks, including compiling information, documenting case processes, and supporting program operations within a high‑volume service environment.

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

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.

Minimum Education and Experience

High school of General Educational Development (GED) diploma and five years of related administrative experience OR An 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.

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. To learn more about the benefits of being a North Carolina state employee, visit the N.C. Office of State Human Resources' website. Permanent, temporary, and time‑limited state government jobs can be found from the mountains to the coast. Find your next opportunity today!

The State of North Carolina values the knowledge and experience of our jobseekers and current state employees. Approximately 91 percent of state job classifications allow experience to be substituted for education or do not require a post‑secondary degree. Learn more about how you may qualify for a position through education or directly related experience, or a combination of both, with the Education and Experience Equivalency Guide. All job postings close at 11:59pm the night before the End Date on the posting.