Child Support Program Manager POS# 106000002

Program ManagerMake a meaningful difference in the lives of children and families by joining a department dedicated to promoting parental responsibility and helping children receive the financial support they deserve. The Program Manager provides strategic leadership and oversight for the department's programmatic operations. This position directly manages four Program Supervisors, two Quality Assurance and Training Specialists, and one Department Data System Specialist.In collaboration with the supervisory team, the Program Manager leads employees who deliver essential child support services to families throughout the community.

Key responsibilities include strategic planning, organizing and directing program operations, evaluating performance and service delivery, and partnering with agency trainers to develop and lead program-specific employee training.Examples of DutiesCollaborates with the Child Support Director to plan and implement departmental goals, objectives, procedures, and strategic initiativesOrganizes, directs, and manages the programmatic operations of the Child Support Services DivisionEvaluates program services, identifies opportunities for improvement, and recommends operational changes to the Child Support DirectorEnsures program operations comply with applicable federal and state requirements, County ordinances, and departmental policies and proceduresMonitors agency performance and submits recommendations designed to strengthen service delivery, operational efficiency, and program outcomesOversees the development, review, and maintenance of the program's training curriculum and coordinates comprehensive employee training schedulesAssesses the training and professional-development needs of experienced employees based on performance results, evaluations, and supervisory feedbackOversees required security and confidentiality training for newly hired employees and coordinates annual training for all departmental staffManages employee access to the County network, state-supported business systems, and authorized public and private software applicationsCoordinates employee password resets and access updates while supporting compliance with applicable system-security requirements.Prepares and submits quarterly reports to North Carolina Child Support regarding active employees and their authorized system accessReviews and monitors individual, unit, and departmental reports to identify adverse trends, performance concerns, and opportunities for improvementDevelops corrective strategies and operational initiatives under the guidance and direction of the Child Support DirectorAddresses and resolves customer concerns with professionalism, tact, diplomacy, and appropriate confidentialityResponds to concerns received directly from customers or referred by County leadership, elected officials, the North Carolina Governor's Office, or the North Carolina Child Support OfficeApplies extensive knowledge of North Carolina child support legislation, program policies and procedures, local judicial processes, and agency practices when directing program operationsRegularly evaluates program accomplishments through reports, email communications, performance data, and discussions with employees and supervisorsMeets individually and collectively with employees to discuss workflow, caseloads, policy changes, work methods, performance expectations, and program accomplishmentsMinimum QualificationsGraduation from an accredited four-year college or university with a major/degree in criminology, sociology, business administration, or closely related field and three (3) years of responsible work experience as a Child Support supervisor; or an equivalent combination of education and experience.Necessary additional requirements:Successful completion of Basic Excel and Basic Word tests will be required. Candidates selected as qualified will be contacted via email by a Human Resource representative for testing.*Please make sure to check the email address provided on your application for correspondence in reference to your application. Some email servers may see correspondence as spam, so it is important to check your spam folder as well. All correspondence will also be viewable within your NeoGov inbox.Knowledge, Skills and AbilitiesKnowledge of federal and state Child Support Enforcement Program laws, regulations, policies, and proceduresKnowledge of the Automated Case Tracking System (ACTS) and its application to child support case management and program operationsKnowledge of applicable legal procedures, judicial operations, and office management practicesKnowledge of supervisory and managerial principles, practices, and techniquesSkills in interviewing, investigating, and analyzing case information and variablesSkills in organizing and summarizing detailed case and program information accurately and clearlySkills in analyzing and interpreting applicable laws, rules, regulations, policies, and proceduresSkills in planning, directing, monitoring, evaluating, and developing Child Support Program operationsSkills in preparing clear, accurate, and professional written reports, correspondence, and program materialsSkills in communicating effectively and professionally with employees, agency leadership, judicial partners, government officials, customers, and community stakeholdersAbilities to provide instruction, guidance, training, and technical assistance to employeesAbilities to organize, supervise, motivate, and evaluate employees while supporting departmental goals and performance expectationsConditions of Employment:Successful candidates who receive a conditional offer of employment with Cumberland County must pass pre-employment screenings, including criminal history checks and drug screenings, as required by Cumberland County Policies and Procedures, prior to beginning work or receiving a final offer of employment. Refusal to submit to testing or testing positive for prohibited substances will result in the withdrawal of the conditional employment offer.Cumberland County is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace and prohibit discrimination and harassment of any kind. All employment decisions at Cumberland County are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or any other status protected by applicable laws and regulations. We encourage applications from all qualified individuals and will provide reasonable accommodations for qualified individuals with disabilities in accordance with applicable law. We celebrate diversity and are committed to creating an inclusive environment for all employees.BenefitsCumberland County offers a generous benefit plan including a Government Retirement Plan, 13 paid holidays per year and an Employee Wellness Center Clinic.