General Statement of Duties

A. Primary Purpose of Organizational Unit
The Child Support Unit is responsible for locating non-custodial parents,
establishing paternity and/or support orders and medical orders, enforcing
compliance with existing orders and collecting and distribution of child support in
IV-D cases. In addition, the Unit is responsible for reviewing existing orders every
three years and taking action for modifications, if appropriate.
B. Primary Purpose of Position
The Establishment Agent performs investigative work for Child Support
establishment purposes. Employee is responsible for the establishment of new
paternity and support orders. Agent has control and responsibility for the financial
management and accounting of these support orders. In monitoring cases, the
employee investigates what action to take when court order is in need of
modification to meet current guidelines. Activities that must have the sanction of
an Attorney are reviewed by the IV –D Attorney but the Agent is responsible for
most of the actual preparation, investigation and negotiation required in each case.
Considerable independent judgment is exercised in applying appropriate rules,
regulations and laws to specific cases.
C. Work Schedule
This position is full time and the standard work week is 8:00 am to 5:00 pm.
Monday through Friday (for a total of 40 hours). Flexibility and/or overtime may
be required to court schedules and workload demands. In the event that it
becomes necessary to work beyond the regularly scheduled hours, compensatory
time is given.

Essential Duties and Tasks

Overall responsibility is to provide in-depth investigations to establish and/or
modify court orders.
25% INTAKE
? Provides child support services to TANF and NON-TANF Clients.
? Interview client to explain child support services, program and laws
regarding location, paternity, support, enforcement and medical support.
TANF applicants are interviewed when they make the TANF application.
? Build case or update and assess information to ensure ACTS opens case at
the appropriate service level.
? Advise client on the importance of legally establishing paternity for
children born out of wedlock.
? Interview and advise the non-custodial parent regarding his/her
responsibility for dependent children.
? Agent must make appropriate verifications and gather updated information
that would affect child support guidelines, worksheets and other provisions
of a court order.
? Agent may be able to settle matters by consent of all parties. If not, the
agent may need to initiate legal action of a court hearing. Agent would
generate appropriate legal pleadings, gather evidence and subpoena all
witnesses as needed.
? The agent must explain to the non-custodial parent the laws and
procedures regarding paternity and child support establishment, medical
insurance for dependent children and the various remedies available
through voluntary agreements and court actions.
10% ESTABLISH PATERNITY
? The agent must review the case to see if paternity is at issue in the case. If
so, the agent must investigate the most appropriate means to establish
paternity. This could be done voluntarily or may require genetic tests
and/or court action. The agent generates the appropriate forms from
ACTS and reviews for completeness and accuracy. The agent must obtain
signatures from the client, non-custodial parent and notary. If paternity is
established by the Affidavit of Parentage, the agent sees that the affidavit
is forwarded to the Vital Registrar in Raleigh. If paternity is to be
established by a court order and the agent refers the order to the IV-D
Attorney to review and then refers it for a Judge’s signature. It is the
agent’s responsibility to see that the order is properly filed with the Clerk
of Court’s office.
? Interview and advise the client and non-custodial parent regarding
responsibility for dependent child.
? Assess individual cases and determine appropriate action to establish
paternity within state and federal mandated time frames.
? Schedule appointments for interviews, genetic testing and court dates
when appropriate.
? When the non-custodial parent voluntarily admits paternity, the agent
must see that the necessary legal documents (Affidavit of Parentage) are
prepared and completed through ACTS.
? If the non-custodial parent requests genetic testing, the agent arranges
the testing and prepares the appropriate paperwork for the testing.
? If the non-custodial parent does not keep the appointment or fails to
agree to any of the terms of the voluntary process for paternity, the agent
must proceed with appropriate litigation.
20% ESTABLISH SUPPORT
? Interview the client and non-custodial parent to determine income,
expenses, medical insurance availability and responsibility for other
children.
? The agent must verify income and expenses of all parties involved prior to
completing the child support worksheet.
? Agent prepares legal documents, provides in-depth case investigation
including documentation of past paid public assistance, employment
verification, calculation of support guideline worksheet, determination of
prior maintenance and availability of medical insurance.
? The agent must utilize the North Carolina Child Support Guidelines to
determine the support amount.
? If the non-custodial parent agrees to the support amount, the agent will
proceed with the completion of the Voluntary Support Agreement (VSA).
It is the agent’s responsibility to see that the VSA is signed by the noncustodial,
notary, IV-D Attorney and a Judge and properly filed with the
Clerk of Court’s office.
? If the non-custodial parent does not keep the appointment or fails to
agree to any terms of the voluntary process for child support then the
agent must proceed with court action by generating and filing the legal
appropriate legal documents.
? Once support is established, the agent must implement income
withholding through the non-custodial parent’s source of income.
? The agent must contact and coordinate with the non-custodial parent’s
employer’s plan administrator to obtain a valid medical support order or a
Qualified Medical Support Order to ensure the dependent child/children
have medical coverage.
? The agent must verify that medical insurance has been obtained through
the employer.
10% FINANCIAL MANAGEMENT
? Control and responsibility for the financial management and accounting of
the child support orders
? Entry of financial terms of initial court orders and modifications subsequent
to the issuance of the original order
? Analysis, reconciliation and reviews of financial history in cases which may
result in complex adjustments
? Certification of arrears for court, obligors, obligees or other agencies upon
request.
? Monitor and reconcile accounts and subaccounts in ACTS to ensure the
distribution to the appropriate party, accounts include but are not limited
to non-public assistance clients, other state agencies, and/or
reimbursement to the Department of Social Services for Unreimbursed
Public Assistance (URPA)
10% CASE MAINTENANCE
? Document ACTS regarding all activities taken on a case.
? Update ACTS with any changes, such as employer, addresses, name, etc
? ACTS has numerous automatic interfaces and generates daily work lists
regarding information found. The agent must investigate this information
for correctness, analyze the information and determine what steps need to
be taken regarding the information received. The appropriate action will
range from routine to extremely complex, challenging circumstances which
may affect multiple cases and require court action or require complex
financial adjustments.
10% CUSTOMER SERVICE
? Agent communicates routinely with clients, non-custodial parents and
employers about the child support process.
? Agent must have thorough knowledge of all aspects of services and be able
to explain the distribution of collections to clientele.
? Agent works closely with Sheriff’s Offices for service of process.
? Agent works closely with Clerk of Court personnel.
? Agent must have excellent communications skills to listen and converse
with people of diverse backgrounds
? Agent must maintain a professional relationship with local resources such
as employers, Postal Services, Employment Security Commission, Social
Security Administration and Probation/Parole to ensure cooperation.
? Courtesy, tact and firmness are required in dealing with clients, noncustodial
parents, Offices of Clerk of Court, Magistrates, Sheriffs, Judges
and other entities.
05% COURT ACTIVITY
? Court preparation of cases for modification, including court fact sheets,
issuance of subpoenas and other evidence required for hearings. Includes
last minute updates on the arrearages and the payments received.
? Review each court case with IV-D Attorney prior to the court date.
? Assist IV-D Attorney in presentation of cases in the courtroom
? Testify in court when it is required on a case.
? Negotiate with the non-custodial parent and/or their attorney.
? Make accurate notes of orders and information needed from court docket
maintenance.
? Remain conscious of client’s requests, county/state interest and priorities.
As issues arise, ensure these considerations are addressed by the attorney
and the court.
05% AMENDMENTS OF COURT ORDERS
? This includes adding additional children to existing court orders
? Agent must possess knowledge and legal expertise to take appropriate
actions.
? Agent must make appropriate verifications and gather updated information
that would affect child support guideline worksheets and other provisions
of a court order.
? Agent may be able to settle matters by consent of all parties, if not the
agent will need to initiate legal action for a court hearing. Agent generates
appropriate legal pleadings, gather evidence and subpoena witnesses.
04% LOCATION
? The agent must investigate the location and employment of the noncustodial
parent using all available sources.
? ACTS has numerous automatic interfaces and generates daily work lists
regarding any information found.
? Agent must analyze the information and determine which of several steps
to follow.
? Agent must assess the case and make appropriate referrals to the State and
Federal location resources.
01% OTHER
? This employee will be expected to work in emergency shelters and/or
perform related disaster tasks.
? Performs other reasonable tasks requested by his/her supervisor.
OTHER POSITION CHARACTERISTICS
1. Accuracy Required in Work:
The legal actions, court related duties and financial case management require
the highest degree of accuracy from Child Support Agents. It is absolutely
essential that cases are processed accurately, court orders interpreted
correctly and exact information must be entered in appropriate fields of ACTS.
An in-depth understanding of the complex ACTS system is required to ensure
that correct information goes in and out of the system.
2. Consequences of Error:
Inaccurate evidence presented to the court could cause the Judge to the rule
against the agency and our client. It is vital that all sources of information are
checked for accuracy and that all information is verified before it is submitted
as evidence in court. Inaccurate information could subject the individual or
Agency to a lawsuit. The Unit’s credibility with the Court could be affected if
we develop a reputation of making errors.
3. Instructions Provided to Employee:
The worker is trained in policy and procedures related to the Child Support
Program. Instruction is given in relation to the ACTS system. The agents have
the on-line manual available through the ACTS system, with access to Help
Messages and the ACTS Help Desk. Verbal and written instructions are
provided by the Supervisors. Other sources include the Regional Consultant,
IV-D Attorney and training by the Central Office. A high degree of independent
decision making is necessary for the employee to manage a caseload.
4. Guides, Regulations, Policies and References Used by Employee:
North Carolina Child Support Manual, available on-line through the ACTS
system
North Carolina General Statutes
IV-D Attorney
Written instructions from the Supervisors
Agency Personnel Handbook
5. Supervision Received by the Employee:
Worker is expected to function independently in management of caseload once
they are trained. Staff meetings are held to inform workers in changes in
program policy and changes to the ACTS system. Individual conferences are
held along with yearly evaluations. When questions arise regarding problem
cases, the worker reports to the supervisor for possible solutions.
6. Variety and Purpose of Personal Contacts:
The agent interacts with custodial and non-custodial parents in order to
perform the job duties. The agent also has contact with court personnel,
attorneys, and sheriff’s departments. There is also contact with employers,
insurance companies, Social Security Administration, Housing Authority, and
other county, state and federal agencies. During each communication, the
agent must be professional to maintain the integrity of the program and
represent the Agency. The agent must ensure that the county and state’s
interest and priorities are properly represented.
7. Physical Effort:
Ability to be mobile to attend court and to carry records, documents and
supplies needed for court. Must have ability to gather and organize
information by computer, telephone and mail necessary to process casework.
8. Work Environment and Conditions:
Work is performed in a county social services agency located in the County
Administration Building. Staff has private offices to maintain case
confidentiality. Each work station has a desk top printer. As child support is
often an emotionally distressing issue, considerable anger is demonstrated
often through verbal communication and can be demonstrated physically. The
local police department and sheriff’s department are located in close proximity
to the County Administration Bu9ilding and can be easily contacted.
9. Machines, Tools, Instruments, Equipment and Materials Used:
Personal computer, calculator, copier, printer, telephone and paper shredder
10. Visual Attention, Mental Concentration and Manipulative Skills:
High level is required in all areas.
11. Safety for Others:
Agents must be able to skillfully control interviews and be able to diffuse
potential volatile situations. This will prevent office personnel from being
exposed to possible violent attacks. Staff has been instructed to call the Police
Department if a situation seems to be developing that could endanger staff.
Clients and children may be subjected to domestic violence as a result of legal
actions taken by the Unit. Staff must be alert to refer clients to the Court
System and/or the Eligibility Unit if they want to claim ‘Good Cause’ for not
cooperating with the Child Support Unit.
12. Dynamics of Work:
Processing cases within the timeframes and keeping up with the constantly
changing State and Federal regulations as well as continual changes in the ACTS
system and its interfaces.

Knowledges, Skills and Abilities

Thorough knowledge of the Child Support Enforcement Program and applicable legal procedures: Considerable ability to interview clients, non-custodial parents and related sources and to investigate cases; considerable ability to organize, analyze and summarize case information; intermediate math skills; ability to establish and maintain effective working relationships with clients and non-custodial parents, location sources, offices of the Clerks of Court, Judges, private attorneys, Sheriffs and other court officials.

Desirable Education and Experience

Graduation from high school and three years of experience in eligibility, investigative, judiciary, or legal work that provides the knowledge, skills, and abilities needed to perform the work; or an associate degree in business administration, human resources, law enforcement or closely related degree and two years of experience in eligibility, investigative, judiciary, or legal work that provides the knowledge, skills, and abilities needed to perform the work; or a four year degree and six months experience in eligibility, investigative, judiciary, or legal work that provides the knowledge, skills, and abilities needed to perform the work; or an equivalent combination of education and experience.