OVERALL OBJECTIVES:
The purpose of the position of Receptionist/Caseworker is to provide clerical duties and administrative support to the department, as well as perform general case-management and client outreach responsibilities. Duties should not be construed as exclusive or all-inclusive. Other duties may be required and assigned as necessary.
ESSENTIAL FUNCTIONS
Serve as first contact with the public by answering phones and assisting walk-in inquiries in a pleasant, approachable, and respectful manner
Advise clients of the general services and processes of the Domestic Relations Office
Perform general case research functions; provide assistance and information related to procedures, forms, status of cases and payments, or other issues; respond to routine questions, complaints or requests for service
Conduct client outreach as needed. This may include contacting employers to resolve wage attachment issues or payment concerns, outreach to clients to verify employment, and reviewing cases for possible enforcement and/or contempt for the enforcement officer
Direct phone calls when necessary and refer individuals to appropriate person or agency
Provide forms, applications, and other documents. Assist clients with filling out required information
Review daily ePACSES alerts (PA Child Support Enforcement System; the computer system utilized by Domestic Relations) and initiate the necessary actions
Scan documents and input data into ePACSES
Process computer generated paperwork daily in an accurate, efficient, and timely manner. This may include reviewing and sending wage attachments/earnings reports and attachments for unemployment compensation
Prepare, review, and process various forms, reports, correspondence, and other documents. Forward or retain as appropriate
Responsible for all office filing, as well as the organization and maintenance of case files
Perform quarterly case audits
Process, note, and file CYS expense reports, as well as obtain and disseminate the weekly CYS report
Schedule all Intakes
Responsible for obtaining, copying, and filing all pertinent information for DRS Conferences
Responsible for checking the office Interactive Voice Response System (IVR, phone voicemail system)
Distribute weekly schedule to office security personnel
Receive and process incoming faxes, making copies and distributing to staff as necessary
Review attorney invoices and categorize as either child support or spousal support
Research birthing expenses for conference officer
Research and process lien information requests for overdue child support
Serve as Interstate Case Coordinator and process all interstate case
Process mail and perform daily mail runs to the administrative building and courthouse
Perform monthly report work as assigned for effective caseload management and improving performance ratios
Maintain inventory of office supplies and initiate orders for new or replacements materials
Perform basic maintenance of computer system and office equipment such as replacing toner, ribbons, drum, etc. Keep printers and fax machine stocked with paper
Perform general organizing/housekeeping tasks associated with office upkeep such as vacuuming, dusting, and maintaining an adequate supply of regularly used forms
Assist with monitoring of the waiting room and security cameras
Serve as back-up to the Intake Officer
SUPERVISION RECEIVED
Report to the Director or Assistant Director. Receive limited instruction or supervision in carrying out routine day to day tasks.
SUPERVISION GIVEN
N/A
WORKING CONDITIONS
The work environment characteristics described herein are representative of those the employee encounters while performing the essential functions of the position.
The Receptionist/Caseworker works indoors on a regular basis in the office. Work is generally performed independently. There is average indoor exposure to noise, but the position involves frequent interruptions.
PHYSICAL/ MENTAL CONDITIONS
Must be able to sit for long periods throughout the work day with occasional standing, walking, twisting and bending
Must possess the ability to do light work with occasional lifting/carrying of objects up to 20 pounds
Must be able to pay close attention to detail and concentrate on work.
QUALIFICATIONS
High school diploma
2 years of experience in family law, or a similar combination of experience and education is preferred but not required
Must have strong computer skills and excellent customer service skills
Must be able to understand and implement the court’s policy and procedure manual and all internal and applicable policy and procedures
Must exhibit professional demeanor and appearance
KNOWLEDGE, SKILLS AND ABILITIES REQUIRED
To perform this position successfully, the person must be flexible and exhibit the ability to multi-
task and switch gears readily
This individual must be self-motivated and proactive, able to anticipate a need before it develops
Attention to detail and accuracy
Ability to work independently and under pressure, so as to meet deadlines and work volume
Strong time management skills and ability to establish priorities
Good organizational skills
Must possess the ability to convey and present information in an easy-to-understand way, explain procedures, and follow instructions
Must be able to maintain tact and patience when responding to angry or upset individuals
Commitment to demonstrating conduct that inspires public confidence and trust in the Courts, preserves the integrity of the Court system, and reflects a commitment to serving the public
Compliance with the Code of Conduct for Employees of the Unified Judicial System of
Pennsylvania
Ability to read and comprehend court orders and office documents
Ability to learn and apply federal, state, and local rules governing the child support program
Effective communication skills
Good interpersonal skills
Ability to analyze data
General understanding of financial calculations
Ability to uphold confidentiality of sensitive information
Must refrain from giving legal advice
