Customer Support and Reports & Analysis Units Supervisor

Agency

Dept of Health and Human Services

Division

Social Services

Job Classification Title

Program Supervisor I (NS)

Position Number

60042132

Grade

NC14

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 North Carolina Child Support Program operates in accordance with the Public Law 93-647, North Carolina General Statutes 110-128-141, and Federal Regulations. Services provided by the Title IV-D Program include the location of non-custodial parents, establishment of paternity and support, enforcement of support and collection and distribution of support payments.

North Carolina has approximately 300,000 child support cases for establishment and enforcement of child support court orders. This program is one of the few services available from the Division of Social Services that is not based on income level. Any individual can receive our services upon request.

The primary purpose of the position is to oversee the day-to-day operations of the Customer Support Unit and Reports & Analysis Unit.:

Customer Service Unit
The Customer Service Unit responds to inquiries received from the general public, attorneys, Federal Office of Child Support, child support customers, employers, and legislators. Inquiries are received through written communication, email, phone via the North Carolina eChild Support website. These inquiries are thoroughly researched, and all responses are tracked through the eCustomer Service Tracking System (eCSTS). The unit also receives requests from all 100 local child support offices to enter employer information, (i.e., employer FEIN, address, phone, contact information) into the program’s Automated Collection and Tracking System (ACTS) that is necessary in order to establish and/or enforce child support orders. The Customer Service Unit receives and processes an average of 700 inquiries and requests per month.

Reports & Analysis Unit
The Reports & Analysis Unit prepares all federal, state, and internal reports regarding program performance. Additionally, this team provides assistance to all 100 counties in preparing and creating ad hoc queries and reports from the Client Services Data Warehouse (CSDW). The primary responsibilities of this unit include:
• Ensure incentive funds are accurately distributed and disbursed to county Child Support Services offices.
• Preparation of all federally mandated reports.
• Monitor incentive performance.
• Work with the CSDW team to design, develop and test queries and reports by creating, modifying, and updating business requirements.
• Assistance to all 100 counties preparing, creating, and troubleshooting queries and reports from the CSDW.
• Assist Continuous Quality Improvement (CQI) specialists, supervisors and local users with data requests and queries needed to increase program performance and/or perform case management/cleanup activities on Child Support Cases

Management functions include case specific research/responses regarding child support activities requiring a strong understanding and interpretation of policy and procedures; as well as creating and maintaining working relationships with internal and external customers.

This position must plan, assign, manage/review subordinate work and utilize Human Resources policy to manage and develop staff. Additionally, position works with the Senior Manager to provide input regarding long-range goals, objectives, and service delivery needs. This position works with the Senior Manager to ensure that objectives and operations are consistent with State and Federal regulations that govern the administration of the Child Support Program. All functions, duties, and responsibilities are guided by proper understanding of complex, intricate program policies and procedures in addition to state and federal legislation.

Knowledge Skills and Abilities/Management Preferences

Salary Range: $52,592 - $92,036

Recruitment Range: $55,592 - $60,000

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/ Management Preferences are not required. Applicants who possess the following skills are preferred.

• Experience in Child Support Program
• Experience with Microsoft Office or similar software
• Experience with Client Services Data Warehouse (CSDW)
• Demonstrated experience in supervision, decision making and problem solving
• Analytical Thinking & Resource Management
• Ability to exercise judgment/discretion establishing, applying, and interpreting policies & procedures

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 & 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, and community service leave.  In addition, paid parental leave is available to eligible employees.  

Visit website for State Benefits

Supplemental and Contact Information

The North Carolina Department of Health and Human Services (DHHS) is an Equal Opportunity Employer that embraces an Employment First philosophy, which consists of complying with all federal laws, state laws, and Executive Orders.  We are committed to reviewing requests for reasonable accommodation at any time during the hiring process or while on the job.  For more information about DHHS: https://www.ncdhhs.gov/.

DHHS uses the Merit-Based Recruitment and Selection Plan to fill positions subject to the State Human Resources Act with the most qualified individuals.  Hiring salary will be based on relevant qualifications, internal equity, and budgetary considerations pertinent to the advertised position.

In accordance with the Governor’s Executive Order 303, our agency supports second-chance employment for individuals who were previously incarcerated or justice-involved.  We invite all potential applicants to apply for positions for which they may be qualified.

               

Application Process
Be sure to complete the application in its entirety.   Resumes will not be accepted in lieu of completing this application. 

• Information should be provided in the appropriate areas, to include the following: Education, including high school and all degrees obtained, Work Experience, and Certificates & Licenses. It is critical to our screening and salary determination process that applications contain comprehensive candidate information.
• Applicants may be subject to a criminal background check. All candidates selected for positions considered "Positions of Trust" will be subject to a criminal background check.
• Due to the volume of applications received, we are unable to provide information regarding the status of your application over the phone. To check the status of your application, please log in to your account.  Upon the closing date, applications are "Under Review" and will be screened by Human Resources for qualified applicants. The hiring process may take several weeks.
• Degrees must be received from appropriately accredited institutions.  Transcripts and degree evaluations may be uploaded with your application. The State of North Carolina/Office of State Human Resources uses the National Association of Credential Evaluation Services (NACES) as a referral resource for applicants who need to have their credentials certified as equivalent.
• For a list of organizations that perform this specialized service, please visit the NACES membership website at https://www.naces.org/members. 

Degree/College Credit Verification

Degrees must be received from appropriately accredited institutions.  Transcripts, degree evaluations and cover letters may be uploaded with your application.

Veterans’ and National Guard Preference

• Applicants seeking Veteran's Preference must attach a DD-214 Member-4 Form (Certificate of Release or Discharge from Active Duty) to their applications.
• Applicants seeking National Guard Preference must attach an NGB 23A (RPAS), along with the state application, if they are a current member of the NC National Guard in good standing. 
• Applicants who are former members of either the NC Army National Guard or the NC Air National Guard, with honorable discharge and six years of creditable service, must attach a copy of the DD 256 or NGB 22, along with the state application.

ADA Accommodations

Consistent with the Americans with Disabilities Act (ADA) and the Pregnant Workers Fairness Act (PWFA), DHHS is committed to the full inclusion of all qualified individuals. As part of this commitment, DHHS will ensure that people with disabilities, or known limitations covered by the PWFA, are provided with reasonable accommodation.  If reasonable accommodation is needed to participate in the job application or interview process, please contact the person indicated below.

CONTACT INFORMATION: 

If there are any questions about this posting, please contact Talent Acquisition at talentacquisition@dhhs.nc.gov. Resumes will not be accepted in lieu of completing this application.

Minimum Education and Experience

Some state job postings say you can qualify by an “equivalent combination of education and experience.” If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both. See the Education and Experience Equivalency Guide for details.

Bachelor’s degree from an appropriately accredited institution and three (3) years of experience related to the area of assignment; or an equivalent combination of training 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.

Recruiter:

Edward Christopher Raube

Email:

talentacquisition@dhhs.nc.gov