Position: Child Support Special Programs Coordinator
Organization: Central Sierra Child Support Agency
Location: Jackson, CA or Sonora, CA
Job Description:
Under general direction, the Child Support Special Programs Coordinator performs one or more specialized functions mandated by the California Department of Child Support Services (CDCSS); may function in a supervisory capacity; and performs related work as required.
This is a single level specialized classification, which may be assigned responsibility for ombudsperson; customer & community outreach; media relations; quality assurance & program improvement; training; and/or Fair Hearing Officer. Interagency Merit System counties may combine the duty assignments to meet the needs of their county. Smaller agencies that do not have sufficient work assignment to justify a full or half time position in the specialized areas may structure positions in various combinations so that program needs are met. Duty assignments may be combined with existing positions or established in new positions to allow the opportunity to further strengthen and support the program.
Responsibilities:
- Investigates and attempts to resolve at the lowest possible level complaints made by customers of the department related to their case or services provided; refers complaints to another function within the department or another agency for investigation and response; communicates with all parties involved regarding the status of complaints; and documents all complaints and keeps accurate records in order to prepare periodic reports as required by CDCSS.
- Assists complainants with filing the appropriate paperwork for a State hearing. If a complaint is outside the jurisdiction of the state hearing process, assists the person with following the necessary steps towards alternate forms of resolution.
- Develops relationship with, and conducts child support related educational presentations to, local government agencies, faith based organizations, community organizations, and local schools; develops, prepares, and distributes educational and public information materials; works with local media to publicize services available through the local child support agency and to disseminate information on the rights of customers served by the child support program; hosts workshops and information exchange forums for targeted groups such as employers, custodial parents, non-custodial parents, etc.; develops a mechanism and/or process to routinely obtain and assess customer and community feedback about program services; conducts customer and community outreach activities; and provides the capacity for increased direct communication with child support program customers about recent, ongoing changes to the program.
- Provides a structure, approach, and mechanism to ensure that the media inquiries about the child support program receive an accurate, complete, and timely response. Uses the media (print, radio and television) as one of the important means through which to disseminate information intended to increase access to child support program information and services, and to promote the child support program as a valuable service.
- Establishes a local quality assurance and program improvement structure and function; develops a structured approach to collecting and analyzing routine management data, and assesses and fine-tunes current performance assessment tools; establishes performance goals and expectations.
- Organizes and schedules training, evaluates training outcomes on a group and individual basis, monitors and ensures staff participation in required training programs and participates in state level training activities including needs assessments and curriculum development.
- Attends various meetings, conferences, and training sessions.
- Performs related duties as assigned.
Responsible for production of child support federal and state reporting.
Qualifications:
(Education, experience, etc.) both required and preferred qualifications and skills:
One (1) year of full-time experience at the journey or advanced journey level in a state or local agency, performing duties requiring Child Support program expertise that would provide sufficient experience to perform the specific duties of the position;
AND one of the following:
For Ombudsman, Customer and Community Outreach, Fair Hearing Process, and Media Relations Program functions: Two (2) years of full-time experience working in a customer service related field that must have included identifying and resolving complex problems encountered by individuals. Or;
For Quality Assurance and Program Improvement functions: Two (2) years of full-time experience working in a customer service related field that must have included identifying and resolving program quality problems or program improvement issues. Or;
For Training functions: Two (2) years of full-time experience working in a customer service related field that must have included identifying specific staff training needs. Development and presentation of program related training is desirable.
Application Information:
Close Date: 11/4/2024 11:59:00 PM
