Senior Case Manager - Resource Coordinator

This position is responsible for the enforcement and maintenance of child support orders in accordance with applicable Federal and State laws, rules, and regulations. The Senior Case Manager provides mentoring and training support for child support services case managers, specialists, and administrative staff and may maintain a case load. The Senior Case Manager does not have direct supervisory responsibility for staff, though assists the Team Lead in the development and training of team members.

Primary Responsibilities

Manage a child support services caseload

Train staff on office procedures and case processing standards

Review staff work for accuracy, quality, and completeness (quality assurance)

Analyze work and devise process improvements

Provide feedback, coach, and mentor team members

Identify and address training needs and provide employee development opportunities

Participate in identifying issues, generating alternatives, and implementing solutions

Assist with case management reports and data clean-up

Receive, evaluate, and resolve customer problems and complaints

Assist with court liaison duties

Serve as resource coordinator for supportive services

Other related duties as assigned

Qualifications

• Associates Degree or Paralegal Certification preferred
• At least three years of experience as a child support case manager or similar relevant experience (paralegal, eligibility case manager, etc.).
• Two years of additional education may be substituted for equal amount of experience Proven ability to manage, provide and direct work activities of self and others
• Knowledge of child support policy and procedures and systems