Overall responsibility is to enforce and modify court orders.
ESSENTIAL DUTIES
25%Enforcement
The system generates work list items to flag delinquent cases. The agent must monitor the terms of the court order (monetary payments, medical coverage requirements, etc.) through reviewing NC’s automated Child Support system - ACTS.
Identify cases in delinquency status and determine appropriate enforcement actions.
Consideration for making the determination include but are not limited to:
Provisions of court orders in the case, payments history, locate information, program requirements, arrearage amounts, earned and unearned income, real or personal property holdings, pending insurance settlements.
After appropriate enforcement tools are determined, proceed with one or more of the following actions:
a) Income Withholding - Agents have the legal authority to administratively withhold child support from earned and unearned income. This includes responsibility to establish, increase and transfer the withholding to other employers or sources of income.
b) Show Cause for Contempt Hearing - The agent is responsible for updating information in ACTS to ensure that legal documents are properly generated. The agent reviews and corrects the documents which are properly signed and are then forwarded to the Clerk of Court. The hearing must be scheduled and the information regarding service process and hearing must properly be entered into the ACTS system.
c) Revocation of Occupational, Professional, Business or Wildlife License - The agent is responsible for notifying the absent parent (AP) that their license may be suspended or revoked. A repayment plan may be negotiated between the agent and the absent parent. If an agreement is not negotiated or the AP does not comply with the plan, the agent notices the absent parent and the appropriate licensing board to suspend or revoke the license.
d) Revocation, Suspension and Blockage of Driver’s License and Vehicle Registrations - Prior to court hearings agents must verify through DMV willful contempt and a 90-day delinquency, the Judge may order revocation or suspension of the driver’s license and the agent is to obtain and destroy the licenses. The agent follows up by directly updating the Department of Motor Vehicle’s Mainframe system and ACTS, ensure appropriate court orders are executed.
e) Notice to Credit Bureaus and Interception of Federal and State Income Tax Refunds - Agents are responsible for the accuracy of arrears provided to the credit bureaus and the State and Federal agencies. The absent parent may appeal the submission of the information reported to the credit bureau and may also appeal the interception of state and federal income tax refunds. If there is an appeal, the agent verifies the arrears, case information and events prior to the hearing. The agent attends the hearing and provides legal documentation and testifies before the hearing officer.
f) Medical Insurance Coverage for Children - Most orders require the absent parent to provide medical insurance availability through employment. The agent must verify that the AP has the coverage for the child/children. If not, the agent assesses the order, the insurance availability and the administrator of the insurance then determine whether to notify the employer directly to begin the insurance coverage or whether to issue a Show Cause for Medical Contempt on the AP.
g) Property Liens and Insurance Settlements Liens - The agent may determine that obtaining a lien is an appropriate procedure. After procurement of the lien, assets must be seized. This is a complicated process. The agent must coordinate with the sheriff’s office and any other agencies that may be involved.
h) Bond or Security - Requiring and absent parent to post bond or security may provide some form of guarantee that an absent parent meets the child support obligation. The agent must understand these provisions to monitor and interpret affected court orders and know when they may be and appropriate tool.
i) Enforcement during Bankruptcy - All enforcement procedures must be considered with respect to other laws if the absent parent is in the process of filing bankruptcy.
05% Locations
The agent must verify the location and employer of the absent parent using all available resources.
ACTS has numerous automatic interfaces and generates daily work list regarding any information found. The agent must verify this information for correctness.
Analyze the information and determine which of several steps to follow.
Assess the case and make appropriate referrals to State and Federal locate resources.
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.
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).
Undistributed Receipts Report must be assessed and appropriate actions must be initiated promptly for moneys to distribute.
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, non-custodial parents, Offices of Clerk of Court, Magistrates, Sheriffs, Judges and other entities.
05%Amendment 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.
01%Other
This employee will be expected to work in emergency shelters and/or perform related disaster tasks.
Performs other reasonable tasks requested by the supervisor, Program Manager, Deputy Director or Director.
III OTHER POSITION CHARACTERISTICS
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.
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.
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.
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
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.
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.
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.
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 computer and 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 inclose proximity to the County Administration Bu9ilding and can be easily contacted.
Machines, Tools, Instruments, Equipment and Materials Used
Personal computer, calculator, copier, printer and telephone.
Visual Attention, Mental Concentration and Manipulative Skills
High level is required in all areas.
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.
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.
