Child Support Agent II - Establishment

Child Support Agent II - Establishment

Salary

$46,359.00 Annually

Location

Nashville, NC

Job Type

Full Time

Job Number

2026-00053

Department

Department of Social Services

Opening Date

06/09/2026

Closing Date

Continuous

• Description
• Benefits
• Questions

General Statement of Duties

Current Child Support experience preferred.

A. Primary Purpose of Organizational Unit

The Child Support Unit is responsible for locating non-custodial parents, establishing paternity and/or support orders and medical orders, enforcing compliance with existing orders and collecting and distribution of child support in IV-D cases. In addition, the Unit is responsible for reviewing existing orders every three years and taking action for modifications, if appropriate.

B. Primary Purpose of Position

The Review & Modification Agent performs investigative work for Child Support modification purposes. Employee is responsible for reviewing and modifying existing orders when appropriate. Agent has control and responsibility for the responsibility for the financial management and accounting of these support orders. In monitoring court ordered modifications, the employee investigates what action to take when the court order is in need of modification to meet current guidelines. Activities that must have the sanction of an Attorney are reviewed by the IV -D Attorney but the Agent is responsible for most of the actual preparation, investigation and negotiation required in each case. Considerable independent judgment is exercised in applying appropriate rules, regulations and laws to specific cases.

C.Work Schedule

This position is full time and the standard work week is 8:00 am to 5:00 pm. Monday through Friday (for a total of 40 hours). Flexibility and/or overtime- may be required to court schedules and workload demands. In the event that it becomes necessary to work beyond the regularly scheduled hours, compensatory time is given.

Essential Duties and Tasks

Overall responsibility is to provide in-depth investigations to establish and/or modify court orders.

ESSENTIAL DUTIES

INVESTIGATION FOR REVIEW AND MODIFICATION

• Upon receiving certain information or upon client/non-custodial parents requests, the agent must proceed to review case and determine if circumstances should be investigated for a possible change in court ordered amount or other provisions. This includes deleting children, changing caretakers, increasing or decreasing court orders and suspending orders.
• Agent must make appropriate verifications and gather updated information that would affect child support guidelines, worksheets and other provisions of a court order.
• Agent may be able to settle matters by consent of all parties. if not, the agent may need to initiate legal action of a court hearing. Agent would generate appropriate legal pleadings, gather evidence and subpoena all witnesses as needed.

FINANCIAL MANAGEMENT

• Control and responsibility for the financial management and accounting of the child support orders
• Entry of financial terms of court ordered 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 action must be initiated promptly for moneys to distribute correctly.

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.

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 Sheriffs 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.

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 clients requests, county/state interest and priorities.
• As issues arise, ensure these considerations are addressed by the attorney and the court.

AMENDMENTS OF COURT ORDERS

• This includes the following types of Amendments: o Motions to Intervene o Motions to Reinstate an Order o Motions for Medical Support o Motions to Change Venue o Motions to Change Payees
• Motions to add ongoing support to Medical Only Orders
• Motions to add ongoing support to Arrears Only Case
• Motions to increase/decrease support based on Review 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.

LOCATION

• The agent must investigate the location and employment of the non-custodial parent using all available sources.
• ACTS has numerous automatic interfaces and generates daily work lists regarding any information found.
• Agent must analyze the information and determine which of several steps to follow.
• Agent must assess the case and make appropriate referrals to the State and Federal location resources.

OTHER

• This employee will be expected to work in emergency shelters and/or perform related disaster tasks.
• Performs other reasonable tasks requested by his/her supervisor.

III. OTHER POSITION CHARACTERISTICS:

1. 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.

2. 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 Units credibility with the

Court could be affected if we develop a reputation of making errors.

3.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.

4. 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

5. 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.

6. 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 sheriffs 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 states interest and priorities are properly represented.

7. 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.

8.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 desk top 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 sheriffs department are located in close proximity to the County Administration Bu9ilding and can be easily contacted.

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

Personal computer, calculator, copier, printer, telephone and paper shredder

10.Visual Attention, Mental Concentration and Manipulative Skills:

High level is required in all areas.

11. 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.

12. 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.

Knowledges, Skills and Abilities

Thorough knowledge of the Child Support Enforcement Program and applicable legal procedures: Considerable ability to interview clients, noncustodial parents and related source s and to investigate cases; considerable ability to organize, analyze and summarize case information; intermediate math skills; ability to establish and maintain effective working relationships with clients and non-custodial parents, location sources, offices of the Clerks of Court, Judges, private attorneys, Sheriffs and other court officials.

Desirable Education and Experience

Graduation from high school and three years of experience in eligibility, investigative,

judiciary, or legal work that provides the knowledge, skills, and abilities needed to perform

the work; or an associate degree in business administration, human resources, law

enforcement or closely related degree and two years of experience in eligibility,

investigative, judiciary, or legal work that provides the knowledge, skills, and abilities needed

to perform the work; or a four year degree and six months of on the job training; or an

equivalent combination of education and experience.

INSURANCE PROGRAMS

Nash County offers cafeteria-style benefits including:

• Health Insurance
• Dental Insurance
• Life Insurance
• Vision Insurance
• Supplemental Health Benefits (Accident, Critical Illness, and Hospital Indemnity Insurances)
• Disability Insurance (Long-Term and Short-Term Disability)

and more!

FINANCIAL PROGRAMS

Retirement

Membership in the North Carolina Local Government Employees Retirement System is a requirement for all regular full-time and regular part-time employees. Employees contribute 6% of their annual compensation before it is taxed. If you leave County service before retirement, you may withdraw your retirement contributions or elect to freeze your contributions in anticipation of future local government employment. If you have 5 years of service, you are 100% vested in the NCLGERS.

NC401(k)

The NC401(k) supplemental retirement program is available to regular full-time and regular part-time employees. The County establishes this 401(k) account for each eligible employee and makes a 5% contribution based on monthly earnings. Employees may elect to make voluntary contributions through payroll deduction.

457 Deferred Compensation

The 457 Deferred Compensation program is available to regular full-time and regular part-time employees through payroll deduction. Deferred compensation is a voluntary investment plan to supplement retirement income and to defer taxable income.

Special Separation Allowance

The Separation Allowance is available to law enforcement officers between the ages of 55 and 62 years that are eligible and retire under the provisions of the NC Local Government Employees Retirement System.

125 Flexible Benefit Plan

Flexible Spending Account options are available to regular full-time and regular part-time employees who wish to use pre-tax dollars for eligible medical, pharmacy, dental, vision, and daycare expenses. The Flex Convenience Card program gives you instant access to your account funds.

• Health Care Spending Account -- Section 125 of the IRS Code allows yearly voluntary enrollment to set aside pre-tax dollars for eligible health care expenses.
• Dependent Care Spending Account -- Section 125 of the IRS Code allows yearly voluntary enrollment to set aside pre-tax dollars for eligible dependent care expenses.

Direct Deposit

Direct Deposit is a condition of employment for all employees. Deposit of your paycheck will be made to checking or savings accounts in a bank of your choice.

LEAVE PROGRAMS

Vacation Leave

For regular full-time County employees, vacation leave accrues based on length of service in the NC Local Government Employees Retirement System. Regular part-time employees accrue prorated vacation leave based on a percentage of the full-time benefit.

Sick Leave

For regular full-time County employees, sick leave accrues each pay-cycle. Regular part-time employees accrue prorated sick leave based on a percentage of the full-time benefit. Your unused sick leave balance can be applied as creditable service toward a service retirement under the guidelines of the NCLGERS.

Holidays

The policy of the County is to follow the holiday schedule as published by the State of North Carolina each year.

The following holidays are observed:

• New Year's Day,
• Martin Luther King, Jr. Day,
• Good Friday,
• Memorial Day,
• Independence Day,
• Labor Day,
• Veteran's Day,
• Thanksgiving Day and the day after, and
• Three (3) days at Christmas.

Military Leave

Annual Training - Reserves and National Guard -Ten paid workdays per fiscal year.

Active Duty - Reserves and National Guard - Ten paid workdays upon activation.

Civil Leave

Paid leave is provided to full-time or regular part-time County employees called for jury duty or as a witness of the court for the federal or state government, or a subdivision thereof.

Family Medical Leave Act

Federal law provides job protection and continuation of existing paid health insurance during 12 weeks of leave, paid or unpaid, to an eligible employee for qualifying events. These events can include birth or adoption, and serious illness of an immediate family member, or of the employee.

OTHER PROGRAMS

Employee Assistance Program (EAP)

The Employee Assistance Program is open to all employees and their dependents. It is a confidential service provided at no cost to the employees of the County. EAP provides certified counselors who administer assessment and brief therapy to employees who want help with a variety of personal and work-related issues such as stress, parenting concerns, grief, alcohol/drug use, family problems, financial concerns, and work-related problems.

Wellness Center and Telemedicine

We believe that staying healthy is inclusive of exercising regularly and taking care of your physical body. Nash County has a Wellness Center, which consists of various exercise equipment and videos, open to all full and part-time employees.

All full-time employees also have access to telemedicine through Teladoc. Teladoc treats conditions like allergies, sore throats, asthma, and more. Doctors are available by phone or video 24/7 from wherever you are. They are available to diagnose symptoms and send a prescription if needed.

NOTICE OF PRIVACY PRACTICES

The benefits offered by Nash County are subject to change. In the event there is a conflict between the above contents and Nash County policies and/or a State or Federal statute, the policy/statute shall control. Plan documents will govern benefits plans should there be a conflict with this information. They are not held out to any employee as part of any contractual agreement. Benefits, policies, and procedures are subject to change or termination at any time.

Information provided on this site is for informational purposes only. Actual provisions of each plan will be provided on the certificate of coverage as part of the Summary Plan description.

Nash County is an Equal Opportunity Employer/Provider

In accordance with Federal civil rights law and the U.S. Department of Agriculture (USDA) civil rights regulations and policies, the USDA, its Agencies, offices, employees, and institutions participating in or administering USDA programs are prohibited from discriminating based on race, color, national origin, religion, sex, gender identity (including gender expression), sexual orientation, disability, age, marital status, family/parental status, income derived from public assistance program, political beliefs, or reprisal or retaliation for prior civil rights activity, in any program or activity conducted or funded by USDA (not all bases apply to all programs).

Remedies and complaint filing deadlines vary by program or incident. Persons with disabilities who require alternative means of communication for program information (e.g., Braille, large print, audiotape, American Sign Language, etc.) should contact the responsible Agency or USDAs Target Center at (202) 720-2600 (voice and TTY) or contact USDA through the Federal Relay Service at (800) 877-8339.

Additionally, program information may be made available in languages other than English. To file a program discrimination complaint, complete the USDA Program Discrimination Complaint Form, AD-3027, found online at http://www.ascr.usda.gov/complaint filing cust.html and any USDA office or write a letter addressed to USDA and provide in the letter all of the information requested in the form.

To request a copy of the complaint form, call (866) 632-9992. Submit your completed form or letter to USDA by:

1. mail: U.S. Department of Agriculture

Office of the Assistant Secretary for Civil Rights

1400 Independence Avenue, SW

Washington, D.C. 20250-9410;

2. fax: (202) 690-7442; or

3. email: program.intake@usda.gov

USDA is an equal opportunity provider, employer, and lender.

01

Which best describes your level of education?

• No GED and no High School Diploma
• GED or High School Diploma
• Some college
• Associates Degree
• Bachelors Degree
• Masters Degree
• Doctorates Degree

02

Which best describes your level of experience in eligibility, investigative, judiciary or legal work?

• No experience
• 6 months - 2 years
• 2 - 3 years
• 3 or more years

03

Which best describes your previous employment in a DSS Child Support department?

• No experience
• 1 - 3 years
• 4 - 5 years
• 6+ years

04

Employees are expected to work in emergency shelters and/or perform disaster related tasks.

• Accept
• Decline

05

Your application must illustrate all relevant education and experience you have acquired in the last 10 years, to include any gaps you have had between employment (gaps in employment MUST be documented under the work experience section of the application). Failure to complete the "Work Experience" & "Education" sections of the application may result in your application not being considered. A resume will not be considered in determining your qualification for this position.

• I have read and complied with the above statement
• I have not read this information

Required Question

Employer Nash County

Address 120 W. Washington Street

Nashville, North Carolina, 27856

Phone 252-459-9853

Website http://www.nashcountync.gov