This position has hybrid work arrangements. Effective September, 2023 employees are expected to report to the office at least 2 days a week. The mandatory in office days are Tuesdays and Wednesdays. Days are subject to change based on the needs of the division. These arrangements are subject to change.
Description of Job
Please Note: This position has hybrid work arrangements. Effective September, 2023 employees are expected to report to the office at least 2 days a week. The mandatory in office days are Tuesdays and Wednesdays. Days are subject to change based on the needs of the division. These arrangements are subject to change.
About this Unit:
The Division of Child Support Services (DCSS) exists to ensure that all children receive financial and medical support from each parent through the location of each parent, the establishment of paternity and support obligations, the enforcement of those obligations and connection to resources to assist parents in overcoming any barriers that are impeding their ability to pay child support. To do this, DCSS collaboratively provides case management tools, policy, performance, and operational assistance, and ongoing training to support counties in delivering the child support services program.
The Family Support Registry (FSR) exists to provide efficient central operational services that enhance the effectiveness of the child support services program to collect and distribute child support payments on behalf of families. This Unit implements two federally required entities: the State Disbursement Unit, which executes DCSS’ annual responsibilities to receive and deliver over two million payments totaling over $470 million annually to families; and the State Directory of New Hires (SDNH), which processes approximately 2.1 million statutorily required new hire reports from employers throughout the State and nation. In addition, FSR staff provide financial services to county CSS units and services to employers who withhold child support on behalf of the child support services program. The FSR Unit includes state FTE and vendor services; and the Unit is responsible for the procurement and ongoing administration of the associated contractual services that total over $6 million annually
About this Position:
Employer Table Maintenance:- This position uses established guidelines and procedures to research and determine appropriate action for employer exceptions that are added to the system daily from New Hire information. This new information does not always match the employer database and must be verified for accuracy.
- This position uses established guidelines and procedures to verify county CSS employer updates to verify and maintain employer information, employer income withholding data, and employer billing status; and maintain employer files for entities that are out of business. This includes information received both from locate sources and electronic income withholding order.
- This position is responsible for following daily established procedures for tracking completion of tasks and maintaining performance standards.
Processing Correspondence:- This position uses established guidelines and procedures to process, document and provide resolution for all correspondence received from the State Disbursement Unit daily. This includes terminations of employment, returned income withholding orders, returned payment coupons, bankruptcies, and miscellaneous correspondence. All actions taken will be recorded in the ACSES.
Employer/County Customer Service:- This position is responsible for answering telephone calls and emails from employers. The position also provides support to county CSS offices with employer-related issues. This position responds to questions and resolves issues to the customer’s satisfaction, documenting all inquiries in ACSES. This position uses established guidelines and procedures to assist employers and counties with the processing of income support orders, medical support notices, lump sum withholding, and employer web accounts. This includes processing and resending income withholding orders by fax, email or mail, per the customer’s request. This position serves as a liaison between the counties and the employer community. The position assists county CSS offices with employer compliance and educates employers about their responsibilities. This position assists employers with creating and navigating employer web accounts.
Other duties as assignedMinimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights
Important Note: Please review your application to ensure completion. For the most equitable applicant experience, CDHS' hiring teams consider only the contents of your application to determine meeting minimum qualifications and for the comparative analysis process. Experience is calculated on a full-time equivalency basis, therefore, it is important to accurately notate the hours you averaged per experience section entry. Volunteer work or related type of experience may be used to meet the qualifications, but must be clearly documented. It is paramount that in the experience portion of the application, the applicant describes the extent to which they possess the education, experience, competencies and background as they relate to the duties outlined in the job announcement.
MINIMUM QUALIFICATIONS:
Option 1 - Experience:- 6 years of professional experience working in a customer service call center, correspondence processing, and data entry or database/records systems maintenance.
- Please note: This experience must be clearly documented on your application and the supplemental questions must be answered.
Substitutions:- Additional appropriate education will substitute for the required experience on a year-for-year basis.
- Additional appropriate experience will substitute for the degree requirement on a year-for-year basis.
Preferred Qualifications -The following supplemental experience, competencies and abilities are highly desirable for this position and may be considered in selecting the successful candidate:- Experience working in child support services including the automated child support enforcement system (ACSES) and/or SMART Image Viewer (SIV)
- Professional computer literacy (Microsoft office, google applications, etc.).
- Experience with business writing.
- Excellent written and verbal communication.
- Experience working with diverse customers, staff, and colleagues.
- Experience ensuring client and data confidentiality as pertains to vulnerable populations.
Conditions of Employment:- This position may be required to travel as needed for offsite meetings, conferences and training.
- Occasionally travel to meetings throughout the state.
- Standard Background – Name check, TRAILS, CMS and JBITS, 1075 Check
- Former State employees who were disciplinarily terminated or resigned in lieu of termination must disclose the information on the application and provide an explanation why the prior termination or resignation should not disqualify the applicant from the current position. Absent extraordinary circumstances, prior disciplinary termination or resignation in lieu of termination will disqualify the applicant from future State employment with CDHS.
APPEAL RIGHTS:
If you receive notice that you have been eliminated from consideration for this position, you may file an appeal with the State Personnel Board or request a review by the State Personnel Director.
An appeal or review must be submitted on the official appeal form, signed by you or your representative. This form must be delivered to the State Personnel Board by email (dpa_state.personnelboard@state.co.us), postmarked in US Mail or hand delivered (1525 Sherman Street, 4th Floor, Denver CO 80203), or faxed (303.866.5038) within ten (10) calendar days from your receipt of notice or acknowledgement of the department’s action.
For more information about the appeals process, the official appeal form, and how to deliver it to the State Personnel Board; go to spb.colorado.gov; contact the State Personnel Board for assistance at (303) 866-3300; or refer to 4 Colorado Code of Regulations (CCR) 801-1, State Personnel Board Rules and Personnel Director's Administrative Procedures, Chapter 8, Resolution of Appeals and Disputes, at spb.colorado.gov under Rules.
A standard appeal form is available at: www.colorado.gov/spb. If you appeal, your appeal must be submitted in writing on the official appeal form, signed by you or your representative, and received at the following address within 10 days of your receipt of notice or knowledge of the action: Colorado State Personnel Board/State Personnel Director, Attn: Appeals Processing, 1525 Sherman Street, 4th Floor, Denver, CO 80203. Fax: 303-866-5038. Phone: 303-866-3300. The ten-day deadline and these appeal procedures also apply to all charges of discrimination.