Child Support Case Manager - Walk-In, West

Child Support Case Manager

• Walk-In, West ATHENA Consulting
• 3.

7 Baltimore, MD Job Details Full-time $17.74 an hour 18 hours ago Benefits Paid holidays Disability insurance Health insurance Dental insurance 401(k) Flexible spending account Paid time off Vision insurance 401(k) matching Life insurance Pet insurance Qualifications Customer communication Process improvement English Risk assessment for child welfare Attention to detail Organizational skills Productivity software Negotiation Full Job Description

OVERVIEW OF ATHENA ATHENA

Consulting is an award-winning staffing firm serving state and local governments. Our mission is to make lives better! We make our Clients' Lives Easier by engaging and supporting them and partnering with them to be the most knowledgeable staffing partner. We make our Employees' Lives Better by identifying and cultivating their talents and matching these talents with our customers' needs. ATHENA places a high value on customer service, accountability, and getting the job done.

POSITION SUMMARY

We are currently recruiting for a Child Support Case Manager

• Walk-In, West.

The Child Support Case Manager serves as the first point of contact for customers seeking child support services in person. This position is responsible for assisting customers with inquiries, reviewing and processing documentation, conducting intake interviews, explaining child support processes and requirements, and taking appropriate action on cases in accordance with State guidelines, policies, and procedures. Additional related duties may be assigned as needed.

Location:

Mondawmin Mall, 2401 Liberty Heights, Baltimore, MD 21215

Pay Rate:

$17.74 per hour

Sign-On Bonus:

$500 sign-on bonus if the employee completes the 90-day training

Schedule:

40 hours scheduled within:

Monday:

8:00 AM

• 5:00 PM Tuesday

• Friday:

  8:00 AM
• 7:00 PM 1st/3rd

Saturday:

9:00 AM

• 12:00 PM

TRAINING CLASS

Monday, July 13, 2026 Classroom Training (First 4 Weeks): 8:30 AM

• 5:00 PM EST, Monday
• Friday Floor Training (Remaining 8 Weeks): 40 hours per week within the following hours:

Monday:

8:00 AM

• 5:00 PM Tuesday

• Friday:

  8:00 AM
• 7:00 PM 1st & 3rd

Saturday:

9:00 AM

• 12:00 PM Training is held at 1100 E 33rd St.

, Baltimore, MD 21218 . Training for the first three to four weeks will be in a classroom setting and then employees will transition into nesting (floor training) for the following eight weeks, which will take place at the permanent job location in ZIP code 21215 . Attendance Policy There is a ZERO tolerance policy for absences and tardiness during the first 8 weeks of training. After training is completed, any missed time must be covered by available PTO. If you do not have available PTO, unpaid time off is not permitted, and you may not be absent. Work Schedule After Training Completion (40 hours per week):

Monday:

8:00 AM

• 5:00 PM Tuesday

• Friday:

  8:00 AM
• 7:00 PM 1st & 3rd

Saturday:

9:00 AM

• 12:00 PM

ESSENTIAL DUTIES AND RESPONSIBILITIES

Reasonable accommodations may enable individuals with disabilities to perform essential functions. Provide professional and courteous in-person customer service to individuals seeking child support services. Conduct intake interviews and assess customer needs to determine appropriate services and next steps. Review, verify, and process documents submitted by customers. Educate customers regarding child support policies, procedures, programs, and available resources. Assist customers with completing required forms and applications. Analyze case information and take appropriate action pursuant to State policies and procedures. Update case records and maintain accurate documentation in the State case management system. Work KAECSES prompts to keep case information current and support automated case actions. Respond to customer inquiries regarding case status, payment information, enforcement actions, and program requirements. Receive, evaluate, and resolve customer concerns, complaints, and service requests. Take all actions available within program guidelines to resolve customer issues. Refer customers to appropriate internal departments, community resources, or external agencies when necessary. Prepare correspondence and documentation related to assigned cases. Perform annual reviews and follow-up activities on assigned cases. Maintain confidentiality of customer information and records. Show empathy, professionalism, and compassion while assisting customers from diverse backgrounds. Participate in developing department goals, objectives, and systems. Attend staff meetings, training sessions, and seminars as assigned. Recommend new approaches, policies, and procedures to continually improve efficiency and customer service. Efficiently perform assigned duties and work as a team within the division and company. Perform other related duties as assigned.

REQUIRED SKILLS AND ABILITIES

Excellent verbal, written, and listening communication skills in English. Proven, high-quality customer service (internal and external customers). Ability to work collaboratively. Strong ability to analyze situations carefully and adopt appropriate courses of action. Ability to understand and adhere to the duties, methods, and procedures required by the position. Excellent organizational skills and attention to detail. Ability to prioritize tasks. Ability to effectively communicate with large and small group audiences. Proficient with Microsoft Office Suite or related software.

EDUCATION AND EXPERIENCE

Associate's degree preferred. At least three years of fiscal experience. Education can be substituted for years of experience. Experience in child support service preferred.

PHYSICAL REQUIREMENTS

Prolonged periods of sitting at a desk and working on a computer. Must be able to lift and move up to 25-50 pounds at times. Standard hours of work are Monday through Friday, 8:00 AM

• 5:00 PM; however, evening and weekend hours may be required.

Travel may be required up to 10% of the time.

SUCCESSFUL ATHENA EMPLOYEES WILL DISPLAY THE FOLLOWING CHARACTERISTICS

Strive to be the best in your field currently and in the future. Take pride in making your employer look good. Find solutions where others only see problems. Are proactive, make and meet commitments, and perform duties exceedingly well. Are aware of the employer's needs and are well-versed in what you and ATHENA can offer as a whole. Have the ability to work with diverse, integrated, deliverable-driven teams to accomplish the larger mission.

BENEFITS OF WORKING FOR ATHENA

Support from a team of professionals committed to making your life better Medical, dental, and vision insurance Medical and dependent flexible spending accounts LLH supplemental healthcare plan through Recuro — provided at no cost; all employees are automatically enrolled Short-term disability insurance Long-term disability insurance Life insurance Pet insurance 401(k) with a generous employer match Easy-to-use employee self-service HR portal Paid Time Off (PTO) Paid Time Off may be used for vacation, illness, or personal time away. Full-time employees accrue 18 days of PTO per year , earned weekly . Paid Holidays Eligible employees receive paid time off for the following holidays: New Year's Day Dr. Martin Luther King Jr.

Day Presidents' Day Memorial Day Independence Day Juneteenth Labor Day Columbus Day Gubernatorial Election Day Veterans Day Thanksgiving American Indian Heritage Day Christmas Eligibility:

Employees must not have an unplanned absence on the last scheduled workday before or the first scheduled workday after the holiday.

ADDITIONAL INFORMATION

The statements in this Job Posting are intended to describe the general nature and minimum level of work required. The content should not be construed as a complete list of all duties, responsibilities, and skills required to meet the criteria for this position. Upon request, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Application for employment is not intended to and does not create a contract or offer of employment. If hired, employment with the company is on an at-will basis and may be terminated at the will of either party. ATHENA Consulting LLC does not discriminate in hiring based on federally protected classifications including but not limited to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status, marital status, or other characteristics protected by law. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. #

ATHENAJobs-High Job Type:

Full-time Pay:

$17.74 per hour

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance

Work Location:

In person