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.

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.

High school diploma or General Educational Development (GED) diploma and two years of related administrative experience; or equivalent combination of education and experience.

EEO Statement

T he 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:

Cheryl Adams Eatmon

Email:

talentacquisition@dhhs.nc.gov