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 duties include collaborating with the Child Support Director to plan and implement departmental goals, organizing, directing, and managing the programmatic operations of the Child Support Services Division, evaluating program services, ensuring program operations comply with applicable federal and state requirements, monitoring agency performance, overseeing the development, review, and maintenance of the program's training curriculum, assessing the training and professional-development needs of experienced employees, overseeing required security and confidentiality training, managing employee access to the County network, state-supported business systems, and authorized public and private software applications, coordinating employee password resets and access updates, preparing and submitting quarterly reports to North Carolina Child Support regarding active employees and their authorized system access, reviewing and monitoring individual, unit, and departmental reports, developing corrective strategies and operational initiatives, addressing and resolving customer concerns, responding 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 Office, applying extensive knowledge of North Carolina child support legislation, program policies and procedures, local judicial processes, and agency practices when directing program operations, and regularly evaluating program accomplishments through reports, email communications, performance data, and discussions with employees and supervisors.Minimum qualifications include graduation 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 include successful completion of Basic Excel and Basic Word tests. 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 abilities include knowledge of federal and state Child Support Enforcement Program laws, regulations, policies, and procedures, knowledge of the Automated Case Tracking System (ACTS) and its application to child support case management and program operations, knowledge of applicable legal procedures, judicial operations, and office management practices, knowledge of supervisory and managerial principles, practices, and techniques, skills in interviewing, investigating, and analyzing case information and variables, skills in organizing and summarizing detailed case and program information accurately and clearly, skills in analyzing and interpreting applicable laws, rules, regulations, policies, and procedures, skills in planning, directing, monitoring, evaluating, and developing Child Support Program operations, skills in preparing clear, accurate, and professional written reports, correspondence, and program materials, skills in communicating effectively and professionally with employees, agency leadership, judicial partners, government officials, customers, and community stakeholders, abilities to provide instruction, guidance, training, and technical assistance to employees, and abilities to organize, supervise, motivate, and evaluate employees while supporting departmental goals and performance expectations.Conditions of employment include passing 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. 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.