Lead Child Support Specialist

Lead Child Support Specialist

This position performs advanced technical and lead-level work in the administration of the Child Support Program. In addition to managing an assigned caseload involving the establishment, modification, and enforcement of court orders, the Lead Child Support Specialist serves as a primary technical resource for Child Support staff and supports the Child Support Administrator in the day-to-day operation and development of the team. Responsibilities include providing guidance on complex cases; training, coaching, and mentoring staff; monitoring work processes and program requirements; supporting employee performance development; and assisting with the development and implementation of policies, procedures, and operational improvements. The position handles complex or specialized casework and exercises a high degree of independent judgment in interpreting and applying applicable laws, regulations, policies, and procedures. The position provides lead-level guidance and support but does not have formal supervisory authority.

The following duties are normal for this position. These are not to be construed as exclusive or all-inclusive. To perform this job successfully, an individual must be able to perform each duty satisfactorily. Other duties may be required and assigned.

• Interview clients for paternity establishment and court preparations.
• Prepare reports and legal documents for judicial and administrative purposes. May also coordinate process service. Enter and maintain documentation, court orders, and financial obligations in software systems and files.
• Schedule court hearings and/or pre-court conferences.
• Represent the Agency in court hearings with or without counsel and testify in court as a witness for the State.
• Support the Agency attorney with in-court activities.
• Negotiate out-of-court settlements with or without counsel.
• Prepare payment histories for attorneys and participants.
• Schedule and perform paternity and genetic testing.
• Review mandated state and federal reports.
• Initiate and process enforcement actions, including driver's, recreational, and occupational license suspensions; tax intercepts; lien docket actions; and account seizures.
• Monitor, establish and release liens; prepare alternative payment plans; and coordinate lien payoffs with lending institutions.
• Prepare national medical support notices for employers and clients to comply with health insurance orders.
• Locate parents using information obtained through law enforcement agencies, US Postal Service, relatives, employers, job services, other city and county agencies, web-based searches, etc.
• Prepare and process interstate case documentation for the establishment and enforcement of paternity and child support orders.
• Prepare documents for referral of criminal non-support cases to the District Attorney's Office.
• Review daily financial reports to approve adjustments.
• Evaluate income tax returns and financial documents; establish and modify orders, reconcile accounts, and calculate possible refunds.
• Prepare financial documents for interstate action and monitor payments.
• Receive and process payments received by the Agency.
• Provide program information, explain court actions, penalties, costs, and provide resources for legal counsel, employment, assistance programs, and other state and county agencies.
• Perform administrative tasks to support overall operations including incoming and outgoing mail, scanning documentation for electronic case filing system, and perform backup office and receptionist duties upon request.
• Maintain all files, records, and documentation as required by state and federal guidelines.
• Serve as a primary technical resource for Child Support staff, providing guidance regarding complex cases, policies, procedures, court processes, State systems, and applicable State and Federal requirements.
• Provide onboarding, training, coaching, mentoring, and ongoing technical development to Child Support staff. Identify individual and department-wide training needs and communicate recommendations to the Child Support Administrator.
• Provide day-to-day guidance and constructive feedback to staff regarding case management, work processes, documentation, customer service, and application of policies and procedures.
• Support employee performance development by identifying strengths, skill or knowledge gaps, and areas requiring additional coaching or training. Communicate significant or recurring performance concerns to the Child Support Administrator for appropriate follow-up.
• Review casework, documentation, reports, and work processes assigned to promote accuracy, consistency, timeliness, and compliance with State and Federal requirements. Identify concerns or trends and provide guidance or elevate issues to the Child Support Administrator as appropriate.
• Manage a larger and/or more complex caseload and serve as a resource on difficult, unusual, or high-level cases, which may include non-IVD and initiating cases.
• Monitor assigned agency reports, court calendars, schedules, deadlines, workflows, and performance measures; identify concerns and work with staff to facilitate timely completion of required actions.
• Assist with coordinating day-to-day workflow, priorities, and coverage as directed by the Child Support Administrator.
• Research, review, develop, and update department policies, procedures, checklists, and workflow processes; recommend changes to improve consistency, compliance, efficiency, and service delivery.
• Participate in County, State, and interagency workgroups, committees, meetings, and training activities as assigned. Communicate relevant information, procedural changes, and program updates to department staff.
• Monitor and provide operational oversight of assigned programs or specialized functions, including the Family Court Navigator program, and communicate program needs, concerns, and recommendations to the Child Support Administrator.
• Assist the Child Support Administrator with special projects, program initiatives, data review, and implementation of operational or regulatory changes.
• Other duties as assigned.

This section details the essential competencies required to perform the job effectively, including a mix of technical knowledge, practical skills, and personal attributes.

• Advanced knowledge of Child Support Program operations, case management practices, and the establishment, modification, and enforcement of child support orders.
• Advanced knowledge and ability to effectively use the State of Wisconsin KIDS (Kids Information Data System) and other systems used in Child Support operations, including CARES, DOT, KIDSTAR, Webi, wiKIDS, CCAP, WAMS, WISACWIS, DIHLR, Vital Records, CLEAR, and related State systems and resources.
• Knowledge of State's Central Office Reporting system and the ability to interpret and monitor agency reports, performance measures, deadlines, and program requirements.
• Knowledge of standard and legal office practices, court processes, procedures, and documentation requirements applicable to Child Support operations.
• Advanced knowledge of applicable state and federal laws, statutes, administrative codes, regulations, policies, procedures, and program requirements governing child support services.
• Knowledge of effective training, coaching, mentoring, and employee development practices and the ability to apply those practices in a lead-worker capacity.
• Ability to train, mentor, and coach employees on case management practices, systems, policies, procedures, court processes, and other assigned responsibilities.
• Ability to review the work of others for accuracy, consistency, timeliness, and compliance, and to communicate needed corrections and recommendations for improvement effectively and professionally.
• Ability to monitor workloads, workflows, reports, deadlines, and operational processes; identify trends or concerns; and recommend appropriate solutions or improvements.
• Ability to research, develop, review, document, and implement policies, procedures, checklists, workflows, and other operational resources.
• Ability to effectively coordinate multiple priorities and responsibilities, including an assigned caseload and lead-level responsibilities, while meeting established deadlines.
• Ability to work collaboratively and contribute to a team environment while providing lead-level guidance and support to coworkers.
• Technical proficiency in the use of relevant software applications, databases, or other technology tools used in the position (e.g., Microsoft Office, Outlook, SharePoint, etc.).
• Ability to adapt to changing priorities, policies, program requirements, and work demands.
• Ability to establish and maintain effective working relationships with department staff, courts, attorneys, governmental agencies, community partners, customers, and the public.
• Ability to maintain confidentiality and exercise appropriate discretion regarding case information, employee matters, business-related files, reports, and conversations in accordance with applicable laws and County requirements.

This section outlines the communication abilities necessary for effective performance. These skills reflect the need to interact with the public, colleagues, and other stakeholders in a clear, professional, and effective manner.

• Ability to explain complex child support laws, regulations, policies, procedures, court processes, and case-related information clearly and accurately to staff, custodial and non-custodial parties, case managers, judicial staff, and other stakeholders.
• Ability to communicate effectively in English, both verbally and in writing, with a wide range of individuals, including the public, colleagues, supervisors, attorneys, courts, and representatives of other governmental agencies.
• Ability