Description

DSHS ESA Support Enforcement Technician

Do you have a passion for providing excellent customer service? Do you enjoy working in a fast-paced environment with a variety of tasks? We may have the perfect opportunity for you!

Economic Services Administration (ESA), Division of Child Support (DCS) is looking to fill the Support Enforcement Technician position within the DCS office located in Wenatchee, WA.

For Division of Child Support (DCS), directly supports Support Enforcement Officers (SEOs), and the public in providing child support services. Uses various computer programs, technology, telephone, and in-person contact to gather program information and make independent judgments to set up cases, locate clients, and coordinate services with outside vendors as well as perform many other clerical duties. DCS will provide an in-office training program.

This is an office position where you would work Monday- Friday from 8 am-5 pm.

Some of what you'll do:

• Enter and accurately maintain case data on the electronic Support Enforcement Management System (SEMS) and screen transfer of new cases in SEMS from applications received for support and medical services
• Conduct paternity and locate actions by utilizing the telephone, in-person contact, and credit bureau investigations; and access and navigate multiple databases to obtain client information
• Utilize independent judgment regarding information obtained to make decisions on case actions for case setup
• Respond to Support Enforcement Officers (SEOs), and County Prosecutor requests to update, change, and modify data to include: setting up new cases
• Review incoming cases for accuracy and use independent judgment to assess cases and computer programs to route them to the appropriate recipient
• SEMS screens, and complete accurate case set-up
• Monitor specialized caseloads by answering general questions from customers and other jurisdictions, maintain accurate case information regarding paternity or adoption status, contact parents to obtain Paternity Affidavits, and request Certified Birth Record Information from DOH
• Determine when cases are appropriate for transfer to a Support Enforcement Officer
• Provide professional, timely, and responsive customer service to a diverse set of stakeholders, including clients or customers, co-workers, other agencies, and the general public while strictly adhering to all laws and policies regarding confidentiality in person and via the telephone
• Diffuse emotionally charged contacts and redirect conversations to resolution

What we are looking for:

• Possesses a general understanding of child support, collection, enforcement, or accounting practices
• A professional work ethic, reliable, on time, responsible, and able to work independently with a team of three other coworkers
• Ability to remain calm when being confronted and to develop constructive and cooperative working relationships with others
• Ability to make critical decisions, based on the integration of information from multiple sources that may be discrepant, in high-stress situations
• Proven ability to identify problems, develop and implement solutions
• Experience in customer service including diffusing situations when individuals may be unpleasant, difficult, or emotionally charged and redirecting the conversation to resolution
• Ability to work professionally with key stakeholders including the general public, co-workers, additional staff, and other agencies
• Ability to process cash and other payments with the highest degree of accuracy
• Ability to work effectively in a noisy, fast-paced, high-pressure environment without being distracted
• Ability to successfully manage competing priorities; be responsive to change and demonstrate flexibility
• Experience with MS Office suite applications and keyboarding at least 40 WPM

Who should apply?
Two years of college-level coursework

OR

Two years of customer service-related experience within a program and/or services related to research, investigation, auditing, writing, reporting, administration, law enforcement, community relations, or allied field

Please note: Equivalent education and/or experience may substitute year for year

A complete application should include:

• Three current professional references
• Cover letter

Our Department of Social and Health Services (DSHS) mission to Transform Lives requires that we come together with a sense of belonging, common purpose, shared values, and meaningful work. It is crucial to our agency’s mission that you bring equity, anti-racism, and social justice commitment to your work with DSHS. We strive to create greater access and affirming representation of the communities we serve, including Black, Indigenous, and People of Color, people with physical, behavioral health, and intellectual disabilities, elders, LGBTQIA+ individuals, immigrants and refugees, and families building financial security.

NOTE:

Employees of the Department of Social and Health Services (DSHS) are required to be fully vaccinated against COVID-19 as a condition of employment. Any offer of employment is contingent upon verification of your vaccine status. Please note medical or religious accommodation may be available once an offer of employment is made.

Questions? Please contact DSHS Recruiter by email and reference #16270.

Would you like to learn more about the Division of Child Support? Click HERE.

Supplemental Information

Prior to a new hire, a background check including criminal record history may be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to perform in the job. This announcement may be used to fill multiple vacancies. Employees driving on state business must have a valid driver's license. Employees driving a privately owned vehicle on state business must have liability insurance on the privately owned vehicle.

Washington State Department of Social and Health Services is an equal opportunity employer and does not discriminate in any area of employment, its programs or services on the basis of age, sex, sexual orientation, gender, gender identity/expression, marital status, race, creed, color, national origin, religion or beliefs, political affiliation, military status, honorably discharged veteran, Vietnam Era, recently separated or other protected veteran status, the presence of any sensory, mental, physical disability or the use of a trained dog guide or service animal by a person with a disability, equal pay or genetic information. Persons requiring accommodation in the application process or this job announcement in an alternative format may contact the Recruiter at (360) 725-5810. Applicants who are deaf or hard of hearing may call through Washington Relay Service by dialing 7-1-1 or 1-800-833-6384.

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