Child Support Agent II - Establishment

Current Child Support experience preferred. A. Primary Purpose of Organizational Unit The Child Support Unit is responsible for locating non-custodial parents, establishing paternity and/or support orders and medical orders, enforcing compliance with existing orders and collecting and distribution of child support in IV-D cases. In addition, the Unit is responsible for reviewing existing orders every three years and taking action for modifications, if appropriate. B. Primary Purpose of Position The Review & Modification Agent performs investigative work for Child Support modification purposes. Employee is responsible for reviewing and modifying existing orders when appropriate. Agent has control and responsibility for the responsibility for the financial management and accounting of these support orders. In monitoring court ordered modifications, the employee investigates what action to take when the court order is in need of modification to meet current guidelines. Activities that must have the sanction of an Attorney are reviewed by the IV -D Attorney but the Agent is responsible for most of the actual preparation, investigation and negotiation required in each case. Considerable independent judgment is exercised in applying appropriate rules, regulations and laws to specific cases. C.Work Schedule This position is full time and the standard work week is 8:00 am to 5:00 pm. Monday through Friday (for a total of 40 hours). Flexibility and/or overtime- may be required to court schedules and workload demands. In the event that it becomes necessary to work beyond the regularly scheduled hours, compensatory time is given. Overall responsibility is to provide in-depth investigations to establish and/or modify court orders.

ESSENTIAL DUTIES INVESTIGATION FOR REVIEW AND MODIFICATION

• Upon receiving certain information or upon client/non-custodial parent's requests, the agent must proceed to review case and determine if circumstances should be investigated for a possible change in court ordered amount or other provisions. This includes deleting children, changing caretakers, increasing or decreasing court orders and suspending orders.
• Agent must make appropriate verifications and gather updated information that would affect child support guidelines, worksheets and other provisions of a court order.
• Agent may be able to settle matters by consent of all parties.

if not, the agent may need to initiate legal action of a court hearing. Agent would generate appropriate legal pleadings, gather evidence and subpoena all witnesses as needed.

FINANCIAL MANAGEMENT

• Control and responsibility for the financial management and accounting of the child support orders
• Entry of financial terms of court ordered modifications subsequent to the issuance of the original order
• Analysis, reconciliation and reviews of financial history in cases which may result in complex adjustments
• Certification of arrears for court, obligors, obligees or other agencies upon request.
• Monitor and reconcile accounts and subaccounts in ACTS to ensure the distribution to the appropriate party, accounts include but are not limited to non-public assistance clients, other state agencies, and/or reimbursement to the Department of Social Services for Unreimbursed Public Assistance (URPA)
• Undistributed Receipts Report must be assessed and appropriate action must be initiated promptly for moneys to distribute correctly.

CASE MAINTENANCE

• Document ACTS regarding all activities taken on a case.
• Update ACTS with any changes, such as employer, addresses, name, etc.
• ACTS has numerous automatic interfaces and generates daily work lists regarding information found.

The agent must investigate this information for correctness, analyze the information and determine what steps need to be taken regarding the information received. The appropriate action will range from routine to extremely complex, challenging circumstances which may affect multiple cases and require court action or require complex financial adjustments.

CUSTOMER SERVICE

• Agent communicates routinely with clients, non-custodial parents and employers about the child support process.
• Agent must have thorough knowledge of all aspects of services and be able to explain the distribution of collections to clientele. Agent works closely with Sheriff's Offices for service of process.
• Agent works closely with Clerk of Court personnel.
• Agent must have excellent communications skills to listen and converse with people of diverse backgrounds
• Agent must maintain a professional relationship with local resources such as employers, Postal Services, Employment Security Commission, Social Security Administration and Probation/Parole to ensure cooperation.
• Courtesy, tact and firmness are required in dealing with clients, non-custodial parents, Offices of Clerk of Court, Magistrates, Sheriffs, Judges and other entities.

COURT ACTIVITY

• Court preparation of cases for modification, including court fact sheets, issuance of subpoenas and other evidence required for hearings. includes last minute updates on the arrearages and the payments received.
• Review each court case with IV-D Attorney prior to the court date. Assist IV-D Attorney in presentation of cases in the courtroom Testify in court when it is required on a case.
• Negotiate with the non-custodial parent and/or their attorney. Make accurate notes of orders and information needed from court docket maintenance.
• Remain conscious of client's requests, county/state interest and priorities.
• As issues arise, ensure these considerations are addressed by the attorney and the court.

AMENDMENTS OF COURT ORDERS

• This includes the following types of

Amendments:

o Motions to Intervene o Motions to Reinstate an Order o Motions for Medical Support o Motions to Change Venue o Motions to Change Payees

• Motions to add ongoing support to Medical Only Orders
• Motions to add ongoing support to Arrears Only Case'
• Motions to increase/decrease support based on Review Agent must possess knowledge and legal expertise to take appropriate actions.
• Agent must make appropriate verifications and gather updated information that would affect child support guideline worksheets and other provisions of a court order.
• Agent may be able to settle matters by consent of all parties, if not the agent will need to initiate legal action for a court hearing.

Agent generates appropriate legal pleadings, gather evidence and subpoena witnesses.

LOCATION

• The agent must investigate the location and employment of the non-custodial parent using all available sources.
• ACTS has numerous automatic interfaces and generates daily work lists regarding any information found.
• Agent must analyze the information and determine which of several steps to follow.
• Agent must assess the case and make appropriate referrals to the State and Federal location resources. OTHER
• This employee will be expected to work in emergency shelters and/or perform related disaster tasks.
• Performs other reasonable tasks requested by his/her supervisor.

III. OTHER POSITION CHARACTERISTICS

1. Accuracy Required in

Work:

The legal actions, court related duties and financial case management require the highest degree of accuracy from Child Support Agents. It is absolutely essential that cases are processed accurately, court orders interpreted correctly and exact information must be entered in appropriate fields of ACTS. An in-depth understanding of the complex ACTS system is required to ensure that correct information goes in and out of the system. 2.

Consequences of Error:

Inaccurate evidence presented to the court could cause the Judge to the rule against the agency and our client. It is vital that all sources of information are checked for accuracy and that all information is verified before it is submitted as evidence in court. Inaccurate information could subject the individual or Agency to a lawsuit. The Unit's credibility with the Court could be affected if we develop a reputation of making errors. 3.Instructions Provided to

Employee:

The worker is trained in policy and procedures related to the Child Support Program. Instruction is given in relation to the ACTS system. The agents have the on-line manual available through the ACTS system, with access to Help Messages and the ACTS Help Desk. Verbal and written instructions are provided by the Supervisors. Other sources include the Regional Consultant, IV-D Attorney and training by the Central Office. A high degree of independent decision making is necessary for the employee to manage a caseload. 4. Guides, Regulations, Policies and References Used by

Employee:

North Carolina Child Support Manual, available on-line through the ACTS system North Carolina General Statutes IV-D Attorney Written instructions from the Supervisors Agency Personnel Handbook 5. Supervision Received by the

Employee:

Worker is expected to function independently in management of caseload once they are trained. Staff meetings are held to inform workers in changes in program policy and changes to the ACTS system. Individual conferences are held along with yearly evaluations. When questions arise regarding problem cases, the worker reports to the supervisor for possible solutions. 6.

Variety and Purpose of Personal Contacts:

The agent interacts with custodial and non-custodial parents in order to perform the job duties. The agent also has contact with court personnel, attorneys, and sheriff's departments. There is also contact with employers, insurance companies, Social Security Administration, Housing Authority, and other county, state and federal agencies. During each communication, the agent must be professional to maintain the integrity of the program and represent the Agency. The agent must ensure that the county and state's interest and priorities are properly represented. 7.

Physical Effort:

Ability to be mobile to attend court and to carry records, documents and supplies needed for court. Must have ability to gather and organize information by computer, telephone and mail necessary to process casework. 8.

Work Environment and Conditions:

Work is performed in a county social services agency located in the County Administration Building. Staff has private offices to maintain case confidentiality. Each work station has a desk top printer. As child support is often an emotionally distressing issue, considerable anger is demonstrated often through verbal communication and can be demonstrated physically. The local police department and sheriff's department are located in close proximity to the County Administration Bu9ilding and can be easily contacted. 9.

Machines, Tools, Instruments, Equipment and Materials Used:

Personal computer, calculator, copier, printer, telephone and paper shredder 10.

Visual Attention, Mental Concentration and Manipulative Skills:

High level is required in all areas. 11. Safety for

Others:

Agents must be able to skillfully control interviews and be able to diffuse potential volatile situations. This will prevent office personnel from being exposed to possible violent attacks. Staff has been instructed to call the Police Department if a situation seems to be developing that could endanger staff. Clients and children may be subjected to domestic violence as a result of legal actions taken by the Unit. Staff must be alert to refer clients to the Court System and/or the Eligibility Unit if they want to claim 'Good Cause' for not cooperating with the Child Support Unit. 12.

Dynamics of Work:

Processing cases within the timeframes and keeping up with the constantly changing State and Federal regulations as well as continual changes in the ACTS system and its interfaces. Thorough knowledge of the Child Support Enforcement Program and applicable legal procedures: Considerable ability to interview clients, noncustodial parents and related source s and to investigate cases; considerable ability to organize, analyze and summarize case information; intermediate math skills; ability to establish and maintain effective working relationships with clients and non-custodial parents, location sources, offices of the Clerks of Court, Judges, private attorneys, Sheriffs and other court officials. Graduation from high school and three years of experience in eligibility, investigative, judiciary, or legal work that provides the knowledge, skills, and abilities needed to perform the work; or an associate degree in business administration, human resources, law enforcement or closely related degree and two years of experience in eligibility, investigative, judiciary, or legal work that provides the knowledge, skills, and abilities needed to perform the work; or a four year degree and six months of on the job training; or an equivalent combination of education and experience.