Child Support Supervisor II - Establishment Unit

A. Primary Purpose of Organizational Unit:

The Child Support Unit is responsible for locating absent parents, establishing paternity and/or support orders, enforcing compliance with existing orders and collecting and distribution of child support.  The Unit is also responsible for reviewing existing orders every three years and taking action for modification, if appropriate.  This position has overall responsibility for the establishment and interstate section of child support unit.  

B.   Primary Purpose of Position:

Provide supervision to a staff of 10, which includes six agents (four Establishment Agents & two Interstate Agents), one Processing Assistant-IV, two Office Assistant-IVs and one Office Assistant-III (Receptionist).  Position requires considerable guidance to staff in their locating absent parents, establishing paternity and child support orders and for reviewing and modifying existing orders when appropriate.  Employee coordinates work flow operations, assigns cases, is responsible for staff training, monitoring of cases, resolves problems and ensures that quality services are provided. The Supervisor will coordinate with the Enforcement Supervisor, Program Manager and Deputy Director for the purpose of meeting the Child Support Enforcement (CSE) Unit's goals and objectives, maintaining the morale of staff and establishing policy and procedures. This position assumes day to day responsibility for the Establishment Section of the Child Support Unit and reports to the Program Manager.  This position will also coordinate with Enforcement Supervisor for overall planning organizing, directing and evaluating the local IVD Program in addition to overseeing that the goals, policies and procedures needed to ensure that both federal and state laws and state policy governing the Child Support Program are met.  This position will also coordinate with the eligibility units, local judicial and law enforcement systems to maintain an effective program.  Employee acts as a liaison between the community and the local and state child support agencies.  

C.   Work Schedule

This position is a full-time position and the standard work week is 8:00 am – 5:00 pm Monday – Friday.

(for a total of 40 hours).  Flexibility and/or overtime may be required due to court schedules and 

workload demands.  In the event that it becomes necessary to work beyond the regularly 

scheduled, compensatory time is given.  

D.   Change in Responsibilities or Organizational Relationship:

This position was directly supervised by the DSS Director.  In August 2023, position was assigned under the supervision of the Economic Services Program Manager. 

A.   DESCRIPTION OF RESPONSIBILITIES AND DUTIES: Method Used:                Order of Importance  

ESSENTIAL DUTIES

 OPERATIONAL RESPONSIBILITIES                                           60%

Planning

Establishes goals and objectivesutilizing state performance indicators provided by the Regional Consultant.

Meets with the Regional Consultant monthly to review changes in

regulations, policy and statutes that effect the operation of the local child support program and review cases pulled for audit.

Establishes and develops work standards and unit policy through the 

development and maintenance of detailed, written, standardized policy.

Assesses and interprets needs of the unit to the Program Manager.

Reviews and interprets IV-D Manual, Legal Manual, new statutes, etc.

so that the programmatic and operational goals, policies and procedures 

can be adjusted as needed.

Interprets to the community, Clerk of Court, employers, judicial 

and law enforcement systems, etc., the child support program and 

their roles in making the program successful.  

Acts as a member of the Management Team to assist in establishing

agency needs, policies, procedures, etc. and keeps unit informed of 

Management Team decisions relating to both Agency and Unit. 

Coordinates with the Enforcement Supervisor to obtain and utilize her 

recommendations for changes in policy and procedures. 

Schedules office visits and conferences with supervisees.

Aids supervisees in setting priorities and deadlines to meet goals.

Prepares unit meeting agendas and individual worker conference 

agendas.

Provides input to the Program Manager, Deputy Director and Director

 regarding need for staff, equipment and training programs, etc.

Provide statistics to Program Manager, Deputy Director and Director 

as needed for budget requests.

Assist in interviewing and hiring selection of new staff with the Program Manager.

Assist in counseling, disciplining, promotion or dismissal of employees.

b. Organizing and Directing Work

1. Periodically reviews job assignments to ensure that work is fairly assigned 

and to ensure that each worker's skills are utilized.

2.  Redefines job responsibilities as policy and needs of the unit change.

3. Establishes and adjusts unit priorities as needed.

4. Develops local forms and training material to assist in carrying out training 

responsibilities.

5. Sets time standards for when assigned work is to be completed.

6. Sets unit standards for both quantity and quality of work and assists

   Enforcement Supervisor in setting individual standards for line staff

7. Coordinates unit activities with the following:

(a) Income Maintenance Director and Eligibility Supervisors to ensure that 

their units interact with the IV-D Unit towards providing information 

essential to the success in providing child support services.  Coordinates 

with Eligibility Supervisor to ensure all IV-D Referrals are sent to 

create/update ACTS cases so as to avoid any unnecessary delays in 

pursuing parents for children currently receiving services.  These 

referrals also assist to ensure money is applied to the appropriate

accounts and/or disbursed to the correct person/case-head.

(b)  The IV-D Attorney to ensure that all pending requests to/from the Agents are 

         completed in a timely manner.  Also assist attorney in court as needed on 

         questions as they arise in court in relation to local policy and/or procedures as well 

         as federal and state policy/procedures in relation to Interstate Requirements.  

       Also coordinate with Attorney to assist in monitoring any outstanding 

orders to ensure all orders are accurate and received in timely manner. 

(c)   The Clerk of Court's Office and the judicial and law enforcement systems 

to ensure that our cooperative efforts will result in a more effective 

program.

(d) The Enforcement Supervisor to notify her of any concerns and/or issues that 

need to be addressed to staff assigned to her and to ensure Child Support

Unit as a whole is meeting agency standards and are following policy and 

procedures.  Also coordinate together with Attorney on legal issues

and any outstanding orders needing to be monitored and/or corrected.

(e) The Foster Care Supervisors and staff to ensure children in foster care 

      and/or DSS custody have appropriate actions taken to establish child 

      support orders as needed. Receive and review all incoming Foster 

      Care Referrals to ensure each is processed and new cases 

      appropriately built in system and that all paternity codes are accurate 

      before forwarding case to assigned agent for follow-up to pursue 

      paternity and/or establishment of child support orders.  Monthly report and  correspondence to the Foster Care Supervisors on the status of all children with Child Support Cases that are currently in the custody of Nash County Social Services.  This includes researching each child listed on the report and reporting the findings and requesting additional information to assist the Child Support Agent in establishment, location and/or enforcement of child support orders.

8.  Evaluates individual caseloads and staff skills on an ongoing basis making 

necessary changes to keep operations running smoothly and fairly.

9.Organizes Establishment Unit to efficiently carry out changes in mandates 

in the Child Support Program.

10.Operationalizes new policy and programs for the Establishment Unit.

11.Interviews dissatisfied or special clients to resolves issues.  Also 

ensures all concerns/issues are addressed in a timely manner.  

12.Receives incoming Change of Venue cases from other counties.  

Review same for accuracy in the case file on paternity codes and to ensure 

all required documentation is included in the case file.  Notifying Clerk of

Court if a previous Docket# is available prior to assigning a new Docket#.

Afterwards, forwards the case file to Enforcement Supervisor for follow-up.  

 Reviews incoming Change of Payee requests to ensure contents of 

 previous client’s orders are included in new payee’s case file and to 

 confirm paternity codes are correct and all appropriate documentation

 is included in case files.

Reviews all incoming cases from other states are received, acknowledged, researched and then forwarded to the local interstate agent.  This includes ensuring all interstate and paternity codes are appropriate and accurate.

Monthly Reports:  Researching and printing all appropriate monthly

reports including self-assessments, agent’s statistical reports, and any

clean-up reports that need agent feedback.  These are assigned an

appropriate due date to be completed by assigned agent.  Also run

monthly paternity and ‘add-on children’ reports to ensure codes are

correct and appropriate cases initiated.  Supervisor completes these

reports and notifies appropriate agent when additional actions are

needed for new children/cases.

Case Closure Requests:  Supervisor researches and responds to all

case closure requests to ensure it is an appropriate request and meets

state/federal criteria for case closure prior to approving request and 

closing out case.  Also ensure other states are notified of closure of 

interstate cases.  

Maintains small caseload when supervisory involvement may be 

required due to case may include direct family member of a current 

employee.  This may include establishing and/or enforcing orders 

that include ongoing support, arrears and/or medical coverage. 

Monitors, researches and approves all contempt actions taken 

against non-custodial parents for failure to comply with interstate 

orders. 

Monitors, researches and approves any motions and/or modifications

of support orders filed by agents or parties of the case. 

c. Financial Management

1.   Makes recommendations for additional personnel, equipment, space, etc. 

based on sound factual data to Program Manager, Deputy Director and Director.

2.   Provides statistics to the Program Manager, Deputy Director and Director as needed 

        to justify budget requests.

3.   Maintains systems for keeping records of blood tests performed and of

 which party is responsible for payment and sees that the lab bills are paid.

4.    When staff submits requisition requests, supervisor researches and 

approves expenditures for court costs, paternity tests, birth certificates 

and/or refunds for overpayments of cost to appropriate party.  

5.When incoming checks and/or payments are received at local office,

Supervisor researches to determine if appropriate to accept, if made 

out to appropriate party and how it should be applied. 

6.Monthly Paternity Costs Summary Report – This report is compiled on a monthly basis.  Research is done to confirm all payments have been completed for any paternity test results that have been received or still outstanding.  All cases listed on the report are researched to determine if payment is still due and notifying finance department of any discrepancies.  

7.Clerk of Court Civil Invoices – These are received from the Clerk of Court each month.  All invoices are researched to determine assigned case and if court cost showing on invoice is accurate.  If discrepancies are found, supervisor will notify clerk of court of any corrections needed.  Corrected invoices are forwarded to County Admin Finance Office for payment and notations are made in case file to show court cost paid by county.  

Sheriff’s Department Invoices: Invoices received requesting payment on service for civil summons, applications/summons and other Establishment Service Fees.  Invoices are researched for accuracy and county requisitions are completed for payment as needed. 

Incoming New Applications:  Monitoring all incoming applications and payments of application fees.  Compiling a ‘Non-Recipient Report’ on a monthly basis to identify all application fees to new cases opened in system for clients not receiving any other services.  This report is forwarded to the Admin Unit for notification of same.  

Annual & Initial Training/Certifications: Ensuring all staff in Establishment/Interstate Unit have completed all required annual and initial trainings and/or certifications as required by Federal and State regulations as needed.  Notifying state of any terminations as needed.

Tax Sensitive Destruction Logs:  Collect and safeguard required Federal Tax Destruction Logs in compliance with Federal Regulations.  Ensuring logs are kept in storage in compliance with Federal Regulations.

Bankruptcy Process:  Assists County Attorney on any bankruptcy notifications received by the State Regional Consultant and/or State Child Support Central Office.  Ensuring that the bankruptcy process is monitored and completed in compliance with state and federal policy/regulations.  Ensuring appropriate notifications are made in the Child Support System to ensure Child Support Unit is in compliance with Federal Laws as it pertains to bankruptcy filings.

d. Reviews

1.   Develops and maintains a vehicle for compiling unit and individual statistics to 

utilize as a guide in determining if unit and individual standards and goals are 

being met.

2.  Periodically reviews both unit and individual progress to determine whether 

or not internal changes need to be made to improve the child support program.

3.  Utilizes Enforcement Supervisor's and staff's suggestions in setting unit policy, procedures and standards as part of the review process.

4.  Reviews work standards for the unit and redefines standards as needed.

5.   Conducts individual and group conferences regularly to determine if unit 

and individual standards and goals are met, identifying and addressing 

problems promptly.

6.Reviews case records regularly for compliance with regulations, policies, 

standards and appropriateness of action taken.  

PERSONNEL RESPONSIBILITIES                                 39%

Training

Provides on-the-job training and orientation for new staff and 

ongoing training for staffing in individuals and group settings. 

Develops written training materials used in training line staff.

       3.Makes arrangement for staff to receive formal training when offered.

       4.Conducts staff meetings at least monthly to review new manual material 

and agency policies, discussing problems with the unit and giving staff an opportunity to share problems with the unit and giving staff an opportunity 

to share problems, concerns, ideas, etc. 

  5.   Provides written memoranda and instructions when necessary to instruct 

 and to establish and clarify policy.  

6.Utilizes the regional consultant in staff training as needed.  

7.Provides training to assist IV-D attorney in matters relating to the child 

support program, policies and procedures.  In conjunction with Enforcement Supervisor and legal staff, assist in training new attorney and/or legal assistant as needed.

8.Monitor staff for appropriate follow-up on cases in their caseload. Ensuring 

proper and timely actions have been taken on or after scheduled 

appointments/hearings.  Monitoring their ‘work-lists’ (method of alerts 

received in Child Support Computer System) to ensure have been 

completed timely.  Give staff feedback on findings via conferences and/or 

notifications as needed.

      9.Conduct Performance Reviews with staff on individual basis and discuss 

accomplishments, strengths, areas of improvement and any assigned 

goals for upcoming year.

    10.Ensures adequate coverage is maintained in the Unit.  Approves

appropriate leave for vacation and/or sick time.  Reassigns work as 

needed for proper coverage and timely workflow.  Monitors staff to 

ensure they have adequate time available to cover requests.  

Review monthly timesheets for accuracy.  

     b.  Counseling and Disciplining Employees

1.  Provides counseling to staff regarding workload, assisting staff in dealing 

with their feelings regarding difficult or challenging clients.  

2.   Provides counseling and support regarding work performance and work 

habit issues.  If counseling and support do not work, supervisor begins the 

disciplinary process following written agency policy regarding discipline and 

grievance which could include coaching plans, work plans, and/or 

corrective action plans.  

Evaluates each supervisee on an ongoing basis and prepares annual

performance reviews.

Makes recommendations to the Program Manager, Deputy Director and Director regarding promotion, dismissal, reassignment and salary adjustments of staff.  

     c.        Selection of Employees

1.  Assists the Program Manager in preparation of structured interviews, 

participates in interviews of potential unit members and makes recommendations 

to the Director based on the interview and reference checks.  Assists in selection, promotion or dismissal of employees in cooperation with Program Manager,  Deputy Director and Director.  

2.  Develops and maintains a format to utilize in interviewing and appraisal of 

job applications.

Design new positions within the unit and is responsible for preparation of 

new job descriptions and assisting staff with updating existing positions 

when changes occur.  

OTHER                                            01%

This employee will be expected to work in emergency shelters and/or perform

related disaster tasks.

Performs other reasonable tasks requested by Program Manager, Deputy Director and Director.

     B.   OTHER POSITION CHRACTERISTICS

  1.   Accuracy Required in Work:

A high degree of accuracy is required in both oral and written work as the unit supervised and administered by this employee is primarily responsible for activities related to legal procedures that are governed by state statutes.  Personnel actions involving hiring, disciplining and dismissing of employees require accurately abiding by legal mandates (i.e. Equal Employment Opportunity, American Disabilities Act of 1990) and accurate documentation of the process to avoid and to defend against lawsuits.

2. Consequence of Error:

Errors in training activities, organizing and directing work, expenditure approval, and in planning activities may affect the quality of services rendered to clients. Errors in personnel matters may result in lawsuits.  Errors in work result in loss of staff productivity, financial loss if time is wasted or if inappropriate legal referrals are made.  Inaccurate evidence presented to the court could cause the Judge to 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.  Loss in public confidence and loss in credibility before the District Court is the ultimate result of work error. 

3. Instructions Provided to Employee:

Instructions are provided in written and oral form. Monthly Management Team meetings are held to develop and receive instructions on administrative policies and procedures. Supervisor also has scheduled conferences with the Program Manager. Instructions are also provided by the State through manual changes and administrative letters. The supervisor attends appropriate workshops regarding policy, procedure, supervision, child support trends and staff development. The Regional Consultant and State IV-D Staff are also available as needed to provide instructions. Instructions are also provided in the form of county and agency personnel handbooks.

4. Guides, Regulations, Policies and References Used by Employee:

a.  North Carolina Child Support Program Manual 

b.   North Carolina Child Support Legal Manual

c.   North Carolina General State statutes

d.   Written instructions from the Program Manager, Deputy Director and Director

e.   Written instructions from the IV-D attorney regarding legal procedures.

f.Written instructions from the state child support office and from the regional consultant.

g.   Agency, County and State Personnel Manuals,

5. Supervision Received by Employee:

This employee has periodic conferences with the Program Manager to discuss and

review unit goals and ongoing issues. This position consults and coordinates with the Program Manager, Deputy Director and Director when major disciplinary actions which may result in termination must be initiated against an employee.  Employee receives review through scheduled conferences, meetings, informal interaction, reports and annual performance appraisal.  Review for quality is also received through random case reviews by Regional Consultant.  Supervisor is expected to function independently in management of caseload and unit once she is trained.  

6.  Variety and Purpose of Personal Contacts:

Employee has contact with unit staff, other units within the agency, defendants, defendants' attorneys, clients, employers, Clerks of Court, Sheriff's Departments,

Judges, witnesses, other agencies, State IV-D staff and the Regional Consultant for the purpose of helping agents locate absent parents, establish, enforce and modify child support orders. Supervisor may serve as agency representative on various boards and committees, act as liaison between the numerous persons and agencies involved in the delivery of service to clients, handle and resolve  complaints from clients, and educating the public on an individual or group basis regarding the Child Support Program, interpreting policies standards and procedures.

7. Physical Effort:

Employee must be able to move within the agency and use office equipment described in #9 below on a frequent basis. Employee must have ability to be mobile to attend court and to carry records, documents and supplies needed for court.  Employee must have ability to attend meetings within the county as well as workshops and meetings out of the county. Overnight stays are sometimes necessary.  

8.  Work Environment and Conditions:

Work is performed in a county social service agency located in the County Administration Building. Employee has a private office within the agency to perform duties. Employee's work station has a desktop 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 Building and can be easily contacted. The agency receptionist alerts the unit if a client or an absent parent is demonstrating hostile behavior so that staff will be alerted to potential problems.

9.  Machines, Tool, Instruments, Equipment and Materials Used:

Employee uses a personal computer, calculator, copier, printer, telephone, paper shredder,

FAX machine and automobile in order to perform duties.

10. Visual Attention. Mental Concentration and Manipulative Skills:

Employee must use high degree of mental concentration and visual attention to ensure that attention is given to detail when dealing with expenditure approval, legal, administrative, and personnel issues as well as monitoring records and interpreting State Statutes. Employee must have physical dexterity required to successfully and effectively operate machinery and tools outlined in #9 above.

11. Safety for Others:

The supervisor strengthens staff's awareness of job-related safety precautions and ensures that staff understands the Agency's Safety Protocol (including use of law enforcement) and importance of attitude and professionalism. See #8 for issues confronting this employee and unit for precautions.  Employee as well as the agents must be able to skillfully control interviews and be able to diffuse potential volatile attacks.  Staff have 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 by the Unit.  Staff must be alert to refer clients to Court System and/or Eligibility Unit if they want to claim ‘Good Cause’ for not cooperating with the Child Support Unit.  Supervisor must complete incident reports on any and all incidents that occur during normal work hours and while on county property within 24 hours of occurrence. 

12. Dynamics of Work:

The Child Support Unit is frequently affected by changes in methodology, laws and guidelines, shifting program emphasis, new programs and changes in technology and in laws relating to child support issues. These changes occur not only in the child support unit but also in other departments and agencies interfacing the unit. Program procedures must be constantly redesigned to adjust to program changes. The Establishment Supervisor, in conjunction with the Enforcement Supervisor, is responsible for planning and implementing program changes and adjusting procedures to comply with changing program requirements affecting the initiate, interstate and establishment unit.  Changes in state and local personnel policies and procedures and changes in state and federal laws that affect personnel practices affect this employee.

1.  Thorough knowledge of the Child Support Enforcement Program and applicable legal procedures including 

      judicial operations.

  Considerable knowledge of state and local personnel policy regarding leave, grievances, 

discipline, work hours, breaks, documentation requirements and overtime.  

3.  Considerable ability to plan, organize, evaluate, direct and execute work effectively.

4.  Considerable ability to establish and maintain effective working relationships with administrative

     superiors, associates, clients, legal entities and other social agencies.

5.    Considerable knowledge of supervisory practices and management techniques including   

     the ability to handle grievance and disciplinary actions, to motivate staff to handle complaints and   

    inquires and to resolve potentially dangerous or volatile situations.

6. Math skills to the extent that child support arrearages can be reconciled and budgets can be computed  

    to determine the appropriate amount of child support.

7.  Considerable ability to organize, analyze and summarize case information both orally and in writing.

8. Considerable interviewing and investigative skills needed to gather, analyze and utilize information.

9. Ability to deal effectively with people from diversified segments of the population.

10.   Ability to read and interpret material of a complex nature.

11.   Ability to organize an and prioritize due to the quantity and variety of tasks that must be completed.

12.  Ability to compose material that is clear, concise and grammatically correct.

13.  Ability to supervise, train, or orient supervisory level employees.

14.  Ability to assess and evaluate child support cases to determine the need of the case and to 

      communicate that to supervisors.

15. Ability to coordinate activities between all individuals, programs and agencies involved in 

         the child support process including WFFA and Medicaid Units, Clerk of Court, IV-D attorney, private 

            attorneys, sheriff’s departments, employers, other state IV-D agencies, our State Child Support Office  

       and other local agencies, etc.

16. Ability to work cooperatively with others and to function well as a part of a team.

17. Ability to work independently and to make decisions.

18. Ability to use a personal computer.

19. Language skills in both oral and written form.

20. Ability to generate a high quantity of work with a high degree of accuracy.

21. Ability to meet deadlines and handle the stress of a constantly changing work environment and large 

          quantities of work.

22. Physical ability to verbally communicate with others via telephone and in person.

23. Physical dexterity needed to operate personal computer, copying machine, calculator, telephone 

        and to move between assigned work station and the work stations of other child support and 

       agency staff as well as between auxiliary agencies utilized in the child support process.

24. Considerable leadership ability needed to train, motivate and problem solve with staff.

25. Considerable interpersonal skills to enable effective management of others in a constructive manner.

26. Considerable knowledge of office management practices and procedures.

Required Minimum Training:

Graduation from a high school plus five years of experience in eligibility, investigative, judiciary, attorney’s office or related work, which provides the knowledge, skills, and abilities, needed to perform the work, including one year of experience in the Child Support Program.  

OR

Four year degree plus two and one half years of work experience in Child Support Enforcement Program

OR

Associate of Arts Degree in business, human resources, law enforcement, or closely related field plus three years of experience in investigative, judiciary, eligibility, attorney’s office or related work, including one year of experience in the Child Support Enforcement Program.