Senior CSS Case Coordinator (Hybrid)

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

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.