Title: Support Enforcement Specialist, DCSE - Abingdon District, #W0648 (Repost)
State Role Title: Prog Admin Specialist I
Hiring Range: $45,739 - $51,750 per year (salary commensurate with experience)
Pay Band: 4
Agency: Department of Social Services
Location: DCSE ABINGDON
Agency Website: www.dss.virginia.gov
Recruitment Type: General Public - G
Job Duties
At the Virginia Department of Social Services, we put people at the center of
everything we do. We believe that every Virginian can live a life of dignity and
that all voices, ideas and experiences contribute greatly to our pursuit of
excellence. Inspired by continuous improvement, we commit ourselves to
listening, learning and cultivating environments of trust, respect and positive
engagement. Together, we are mission-driven, eager to achieve, and passionate
about bringing the best of who we are to those we serve.
We design and deliver high-quality human services that help Virginians achieve
safety, independence, and overall well-being. We are a $2 billion agency – one
of the largest in the Commonwealth of Virginia – partnering with 120 local
departments of social services and 31 community action agencies, along with
faith-based and non-profit organizations, to promote the well-being of children,
adults, and families statewide. We proudly serve alongside 1,650 (state) and
12,200 (local) human services professionals throughout the Social Services
System, who ensure that thousands of Virginia’s most vulnerable citizens have
easy access to the services and benefits available to them.
The Virginia Department of Social Services (VDSS) engages families for success.
Its Division of Child Support Enforcement (DCSE) manages nearly 246,000 cases to
ensure that child support payments of $598 million per year reach families
across the Commonwealth. Support Enforcement Specialists establish and sustain
helping relationships with parents who have payment obligations as well as
parents who depend on those payments.
The Support Enforcement Specialist (SES) serves as program agent for assigned
child support cases, engaging families to ensure the financial and family
support they need to grow and thrive.
Duties in this position may include:
• locating non-custodial parents
• working with other state and country child support agencies
• establishing paternity
• determining and assessing child support obligations and health care coverage
• ensuring parents comply with child and/or medical support orders through a
number of administrative and judicial enforcement actions
• providing testimony in court proceedings when required
• connecting parents with resources and partners that support their ability to
be self- sufficient and active participants in their child lives
The SES position manages a large caseload equal in volume and complexity and
draws on a wide range of case management and communication skills to influence
noncustodial and custodial parents toward supporting their children. Employees
are expected to meet defined performance benchmarks and goals to ensure
efficiency and accountability in our fast-paced work environment.
The ideal candidate enjoys:
• delivering a high level of customer service while maximizing payment
collection efforts and addressing other customer service inquiries
• handling sensitive case information (legal, financial, medical and other
personal circumstances)
• researching, analyzing and following up on accounts to verify established
protocols have been achieved
• interacting with customer to resolve their challenges and questions using
multiple communication channels
• developing effective partnerships within and across teams that create a
culture of continuous support for each other and customers
• the challenge of building strong relationships through proactively calling
customers who may be evading or distrust the child support system
• a high-volume and detail-oriented role where multiple conflicting priorities
are consistently part of the daily workload.
The Division of Child Support Enforcement offers an interactive team setting,
where staff receive structured training, and the benefit of on-the-job coaching.
Support Enforcement Specialists are given the tools to develop the competence
and independence to successfully meet the challenges of engaging in this
fast-paced, performance-driven environment.
VDSS engages its employees for success by offering comprehensive pay and
employee benefits, development, and unique job and career opportunities in
public service. VDSS employees make a vital difference for Virginia’s families.
Minimum Qualifications
• Ability to interact with a diverse public in a service setting to tactfully
solve problems, sometimes in difficult situations where conflict is encountered.
• Skill in information collection through interviewing and obtaining/reviewing
records, documents, and reports, and the ability to analyze, determine, and
document the appropriate action in order to achieve results.
• Ability to work independently: plan, organize, and handle multiple priorities
in a case management/caseload setting.
• Ability to interpret and apply laws, regulations, policies and/or procedures
to ensure compliance and produce positive outcomes and results.
• Skill in the use of a personal computer using remote access technology, email,
automated information systems and Microsoft Office applications.
• Demonstrated strong and effective listening and negotiating skills combined
with outstanding written and oral communications.
• Demonstrated skills in performing basic mathematical computations.
• Ability to work in a considerate and respectful way as a team member to set,
clarify and achieve individual and team goals.
Additional Considerations
• Work experience in gathering and organizing client documentation to process
financial transactions and/or account reconciliation.
• Knowledge of and/or working experience in legal processes, to include
preparing legal documents and providing court testimony.
• Work experience in child support enforcement.
• Work experience in the collection of past due accounts.
Where “work experience” is listed in a preferred requirement above, prefer
recent working experience to ensure relevance to current technology, work
practices and methods, and familiarity with current laws, regulations, policies
and procedures.
Where “work experience” is listed in a preferred requirement above, prefer jobs
whose duties show that the “working experience” was a primary purpose of
employment.
Special Instructions
You will be provided a confirmation of receipt when your application and/or
résumé is submitted successfully. Please refer to “Your Application” in your
account to check the status of your application for this position.
Selected candidate(s) must successfully pass a fingerprint-based criminal
history background check. A record of criminal history does not automatically
bar an applicant from consideration. Employment verification will be conducted
to include current/previous supervisory employment reference checks.
VDSS will record information from each new employee’s Form I-9 (Employment
Eligibility Verification) into the Federal E-Verify system to confirm identity
and work authorization.
This position may be eligible for telework opportunities; availability, hours,
and duration will be in accordance with the Commonwealth’s Teleworking policy.
To be considered for this position, you must submit a Commonwealth of Virginia
application or resume through the on-line “Virginia Jobs” (PageUp) employment
site no later than 11:55 p.m. on the closing date listed. Each application is
reviewed for documentation that shows the applicant meets the minimum and
additional considerations as stated in the job announcement. The decision to
interview an applicant is based on the information provided. Multiple positions
may be filled from this recruitment within 90 days of the closing date.
The Virginia Department of Social Services (VDSS) is an Equal Opportunity
Employer and encourages diversity within its workforce.
VDSS does not provide sponsorship.
VDSS is an official certified state agency that values the service and
experience of our Veterans. As such, Veterans are encouraged to apply and
receive preference in the hiring process. AmeriCorps, Peace Corps and other
national service alumni also are encouraged to apply. Reasonable accommodations
are available to applicants, if requested, during the application and/or
interview process.
If you have been affected by Policy 1.30 Layoff as a state employee and possess
a valid Interagency Placement Screening Form (Yellow Form) or a Preferential
Hiring Card (Blue Card), you must submit this document through the “Virginia
Jobs” (PageUp) employment site when you apply.
Contact Information
Name: VDSS - Division of Human Resources
Phone: dssrecruitment@dss.virginia.gov
Email: dssrecruitment@dss.virginia.gov
In support of the Commonwealth’s commitment to inclusion, we are encouraging
individuals with disabilities to apply through the Commonwealth Alternative
Hiring Process. To be considered for this opportunity, applicants will need to
provide their AHP Letter (formerly COD) provided by the Department for Aging &
Rehabilitative Services (DARS), or the Department for the Blind & Vision
Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran
status questions and submit their disability documentation, if applicable, to
DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP
Letter [https://www.dars.virginia.gov/drs/cpid/PWContact.aspx] or by calling
DARS at 800-552-5019.
Note: Applicants who received a Certificate of Disability from DARS or DBVI
dated between April 1, 2022- February 29, 2024, can still use that COD as
applicable documentation for the Alternative Hiring Process.