Level I Representative

Agency
Dept of Health and Human Services
Division
Social Services
Job Classification Title
Administrative Specialist I (S)
Position Number
60042209
Grade
NC08
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
Title IV, Part D of the Social Security Act, the Child Support Services Section within the Division of Social Services establishes administrative procedures and financial accountability for core services: 1) Location of the Non-Custodial Parent; 2) Establishment of Paternity; 3) Establishment of Support Obligation; 4) Collection of Support Payments; and 5) Enforcement of Support Obligation. There are four units of organization in the Central Office and the Administrative Specialist I position is located within Compliance and Support which is located at the Customer Support Call Center located in Martin County, NC. This role works in a fast paced, high volume call center, with a steady flow of incoming calls each day.
The primary purpose of the position is to serve as a Level I Representative. The position answers basic Child Support Services (CSS) caller questions regarding their case(s), updates demographic information in case records in the statewide Child Support System, ACTS (Automated Collection and Tracking System), provides basic participant website registration assistance, generates ACTS documents for callers, explains notices, application process and fees for child support services, explains service timelines, wage withholding information, arrears balances and payment distribution information, provides appointment/hearing dates and times, documents customer interactions in ACTS and notifies responsible case managers.
Work includes:
--Case Documentation & Participant Data Management
Update participants’ contact information (address, phone, email)Verify participants
--Forms & Document Production (including mailing requests in English/Spanish)
Generate: Affidavit of indemnity and bond; Postmaster letter for NCP; Child support application; Direct deposit authorization; and Payment history (thirteen months)
Requests to mail (including Spanish): Payment coupon; Automatic withdrawal -authorization form (bank draft); Full participant history for NIVD cases
--Information & Guidance to Participants
Explain: Notice of Collection letters; Emancipation actions required; Application process and fees for child support services; and Payment options
Provide Timeframes: Service timelines; Wage withholding initiation; SMI One Card issuance; Payment distribution; and Indemnity & bond affidavit processing
--Case Information & Scheduling Support
Provide: Arrears balance for IVD cases; Payment information for IVD cases; and Instructions on where to mail checks that can’t be cashed; Appointment date and time Hearing date (time varies by county)
--Assistance & Referrals/Escalations
Assist with E‑Child Support: registration, login, and resets
Assist with Canceled checks
-- Data Entry
Update ACTS with address changes, email, phone number and other information
Knowledge Skills and Abilities/Management Preferences
Salary Range: $39,244 - $68,679
Recruitment Range: $39,244 - $39,486
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 working in a call center setting addressing callers needs
Skills demonstrated in customer service in an office or medical setting
Data entry experience in maintaining databases
This position is funded in part through federal funds.
This position will close at 11:59 p.m. the night before the end date.
Repost- Reapply NOT REQUIRED
REPOST - Previous Applicants Do Not Need To Reapply In Order To Be Considered For This Vacancy
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 w