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Child Support Supervisor/Expert
The Child Support Supervisor/Expert is a leadership position responsible for overseeing and managing a team of Child Support Specialists as well as support staff or performing specialized functions of the child support program. The role involves ensuring the efficient, accurate, and timely enforcement and administration of child support orders. This position requires a deep knowledge of child support policies and laws, strong supervisory skills, and the ability to handle complex and sensitive family situations with professionalism and empathy. The Child Support Supervisor/Expert will also be responsible for coaching and mentoring staff, ensuring compliance with all legal requirements, and contributing to the development and improvement of child support services. Successful candidates will possess exceptional leadership abilities, strong problem-solving skills, and a commitment to achieving positive outcomes for children and families.
Class Code:
PCS02P
Job Grade:
SGS05
Special Job Requirements:
Typical Functions:
The assignment of supervisory duties is determined by the hiring agency’s operational needs. Non-supervisory roles will serve as senior technical experts. Supervise, mentor, and support a team in their daily responsibilities. Provide guidance, direction, and training to ensure the efficient management of cases and that child support orders are enforced in accordance with state and federal regulations. Conduct regular performance evaluations and provide feedback to staff on their work performance and professional development. Ensure that a caseload of child support cases is being managed effectively by the team, including the establishment, enforcement, and modification of child support orders. Monitor progress and address any challenges faced by staff in managing complex or difficult cases. Oversee the resolution of complex child support issues, including payment discrepancies, modifications, and non-compliance. Assist in the handling of escalated cases and work directly with parents, custodians, attorneys, and the court system to resolve issues. Employ problem-solving and conflict resolution strategies to ensure fair and equitable outcomes for all parties involved. Monitor and ensure that child support enforcement actions such as income withholding orders, tax refund interceptions, and other administrative and legal actions are carried out according to policy. Ensure the team follows all necessary legal steps to establish and enforce child support obligations and resolve non-payment issues. Review cases for potential enforcement actions and work with the legal team to pursue necessary remedies. Perform quality control checks on cases, ensuring that all paperwork, documentation, and case details are correct and complete. Review child support orders and ensure that modifications are made in accordance with changes in circumstances, income, or custody arrangements. Ensure that all interactions with custodial and non-custodial parents are handled in a professional and respectful manner. Address escalated customer service issues and complaints, offering solutions and maintaining a positive working relationship with all parties involved. Monitor the team’s customer service performance and implement improvements where necessary. Ensure that all team members adhere to ethical standards in handling sensitive family and financial information. Maintain strict confidentiality in accordance with state and federal laws and regulations, particularly with regard to privacy and data security for children and families involved in the child support system.
Knowledge, Abilities, and Skills:
Strong supervisory skills with experience managing a team, providing direction, feedback, and coaching. Ability to foster a supportive, collaborative, and high-performing team environment. Demonstrated experience in motivating and developing staff to achieve organizational goals. Advanced understanding of child support laws, policies, and procedures, including enforcement methods, modifications, and legal processes. Ability to apply this knowledge to complex cases and provide accurate guidance to staff and clients. Strong analytical skills to assess complex cases and develop appropriate solutions. Ability to think critically when resolving issues such as non-compliance, disputed orders, or payment discrepancies. Skilled in finding creative solutions to difficult challenges. Exceptional verbal and written communication skills to interact with staff, clients, attorneys, court personnel, and external agencies. Ability to communicate clearly, concisely, and professionally, particularly when addressing difficult or emotional family situations. Ability to mediate and resolve conflicts between parties involved in child support cases, including custodial and non-custodial parents, attorneys, and court staff. Strong negotiation skills to work toward fair and reasonable resolutions in complex cases. Strong attention to detail in managing cases, ensuring all legal documents are correctly completed, payment records are accurate, and that all aspects of a case are followed up on as necessary. Commitment to providing exceptional customer service and maintaining a positive relationship with all stakeholders, including clients and external agencies. Ability to manage difficult conversations while remaining empathetic and professional.
Minimum Qualifications:
An associate’s or bachelor’s degree in social work, criminal justice, business administration, or a related field is required, plus three (3) years of experience in child support enforcement/administration field. OR a high school diploma or equivalent is required, plus five (5) years of experience in the child support enforcement/administration field. Satisfaction of the minimum qualifications, including years of experience and service, does not entitle employees to automatic progression within the job series. Promotion to the next classification level is at the discretion of the department and the Office of Personnel Management, taking into consideration the employee’s demonstrated skills, competencies, performance, workload responsibilities, and organizational needs.
Required Certificates:
N/A OTHER JOB RELATED EDUCATION AND/OR EXPERIENCE MAY BE SUBSTITUTED FOR ALL OR PART OF THESE BASIC REQUIREMENTS, EXCEPT FOR CERTIFICATION OR LICENSURE REQUIREMENTS, UPON APPROVAL OF THE QUALIFICATIONS REVIEW COMMITTEE.
Exempt:
N