Administrative Support Specialist

Case Manager Support Specialist

Individual serves the public through effective implementation of federal/state regulations and Agency policies to help families receive the support to which they are entitled. Individual is responsible for providing outstanding customer service to internal and external customers by assisting in the resolution of inquiries/problems. Individual reports directly to the Program Administrator.High School diploma or equivalent is required, plus a minimum of at least two (2) years’ related work experience in customer service, CSEA or court/legal processes. Must be a Notary Public or have the ability to become a Notary Public within one year of employment. All required licenses and certificates must be maintained as a condition of continued employment.

• Performs investigations with clients and employers to obtain information about case participants including, but not limited to, location, establishment, employment, payment processing, support withholding and health insurance enrollment;
• Monitors and processes data in accordance with local and state policy in the Support Enforcement Tracking System (SETS) including, but not limited to, child support applications, genetic testing, support hearings, service of process, employer, and insurance screens;
• Works with Child Support Payment Central and the State Payment Analysis and Reconciliation Unit to help resolve issues regarding payments and recoupment accounts;
• Prepares correspondence including but not limited to, appointment notices, income withholdings, lump sum notices, medical support notices, and administrative orders;
• Monitors and processes state-required e-mail accounts;
• Collects genetic testing samples;
• Works the Agency’s unidentified payments in SETS and Smart Image Viewer;
• Completes daily court run and processes incoming court documents;
• Conducts daily bank run; FedEx drop for genetic testing, and afternoon mail drop;
• Checks agency drop box daily;
• Maintains and distributes various reports as well as the court hearing schedule and jail list;
• Maintains wage withholding spreadsheet and recoupment spreadsheet;
• Answers incoming client and employer calls in a professional and timely manner to identify their needs, clarify information, problem solve, and provide solutions;
• Works referrals from case managers and other documents to assist in collecting case information from clients and employers;
• Maintains Agency record retention boxes including, but not limited to, boxing old agency records, completing Certificate of Record Disposal form, and ordering new boxes;
• Prepares incoming Process of Service Packets from court and Administrative Hearing Officer for the Deputy to serve;
• Processes completed service packets from the dedicated Sheriff Deputy to the appropriate case;
• Communicates professionally and effectively with clients, employers, county partners and co-workers to respond to inquiries and provide needed information/education;
• Orders agency supplies and ensures appropriate supply inventory;
• Demonstrates regular and predictable attendance;
• Attends various training sessions, video conferences, and workshops;
• Performs typing, word processing, data entry and related computer operations;
• Works overtime and outside of typical work schedule/business hours as required; and
• Additional duties as assigned by supervisor.