Family Support Registry Team Lead - ADMINISTRATOR IV

Full Job Description

This position is open to current Colorado residents only.

The Division of Child Support Services (DCSS) exists to ensure that all children receive financial and medical support from each parent through the location of each parent, the establishment of paternity and support obligations, and the enforcement of those obligations.

The Systems and Operations Section encompasses three major areas: Automated Child Support Enforcement System (ACSES) development and support; the Family Support Registry (FSR), Colorado’s mandated State Disbursement Unit (SDU); and the State Enforcement Unit (SEU), which oversees the Program’s automated enforcement remedies.

The purpose of the FSR Unit is to provide efficient central operational services that enhance the effectiveness of the Program to collect and distribute child support payments on behalf of families.

This Unit implements two federally required entities: the State Disbursement Unit, which executes the DCSS’s annual responsibilities to receive and deliver over two million payments totaling over $470 million annually to families; and the State Directory of New Hires (SDNH), which processes approximately 2.1 million statutorily required new hire reports from employers throughout the State and nation.

In addition, FSR staff provides financial services to the 64 county Child Support Services (CSS) locations and services to employers who withhold child support on behalf of the Program.

The FSR Unit includes State Full-Time Employees and vendor services, and is responsible for the procurement and ongoing administration of the associated contractual services that total over $6 million annually.

Requirements

Weekly Hybrid Working Arrangements

Minimum 2 days In Office and Maximum 3 days Remote Work

This position serves as a work lead to the Family Support Registry(FSR) Support Services Unit to fulfill the need for a department-wide resource for technical and program assistance regarding the FSR Support Services.

This position is responsible for monitoring and ensuring the quality assurance in the FSR Support Services operations and activities with respective stakeholders.

This position serves as a liaison between CDHS-CSS, FSR contractors, judicial courts, and county CSS units on issues and activities performed by the FSR, and assists with developing procedures and rules to ensure compliance with the terms of the FSR contract(s).

This position serves as a Lead Worker for the FSR Support Services Unit and is partially accountable for the work of others, assigning and monitoring work and meetings with staff.

This position has authority for developing, implementing, and monitoring processes, guidelines, and procedures for Child Support Services and the FSR Unit regarding new programs, standards, processes, or procedures to enhance or streamline program business with respective stakeholders.

The position develops, establishes, implements, and ensures that all Employer services processes are correctly implemented and reconciled among the FSR, the FSR Bank, CDHS, and the 64 County CSS locations.

This position serves as a liaison between the CDHS-CSS, FSR contract vendors, Judicial Courts, and County CSE Units on issues/activities performed by the Family Support Registry.

This position designs and prepares special documents for assignments that require the ability to present a theoretical concept on relatively short notice.

Duties

• Team Lead
• Non-IV-D Case Management
• Program Support/Training
• Customer Service
• Contract Management
• Other duties as assigned

Qualifications

Experience Only:

Seven (7) years of relevant experience in child support services, human services, or government program operations, Quality assurance/compliance monitoring experience, Contract oversight experience, including: Vendor monitoring, Reviewing performance measures, Invoice review/approval, Customer service experience with escalated or complex issues/complaints, Training and procedure development experience, including: Writing policies/procedures, creating training materials, delivering training to staff or partners, and/or Experience using multiple systems/databases to research and resolve issues (ex, automated enforcement systems, payment systems, reporting tools).

OR

Education and Experience:

A combination of related education in Social Work/Human Services, Business Administration, Public Administration, Psychology, Legal Studies and/or relevant experience in child support services, human services, or government program operations, Quality assurance/compliance monitoring experience, Contract oversight experience, including: Vendor monitoring, Reviewing performance measures, Invoice review/approval, Customer service experience with escalated or complex issues/complaints, Training and procedure development experience, including: Writing policies/procedures, creating training materials, delivering training to staff or partners, and/or Experience using multiple systems/databases to research and resolve issues (ex, automated enforcement systems, payment systems, reporting tools) equal to seven (7) years

Preferred Qualifications:

• Experience in child support operations (IV-D/Non-IV-D), especially payment processing and case transitions
• Knowledge of FSR functions and stakeholder coordination (courts, counties, employers, vendors)
• Experience with contract/vendor oversight, including QA reviews, performance monitoring, and invoice approval
• Strong ability to resolve complex payment/account issues and customer complaints
• Experience developing procedures, business rules, and training materials
• Proficiency with systems such as ACSES, ICON, eCSE, or similar databases/reporting tools

• Relevant years of State service contribute to a candidate's position-related knowledge, skill, ability, behavior, or other posted competency

Conditions of Employment:

• Travel – Occasional in-state travel to conduct and/or attend training sessions and/or meetings.
  

• This position requires State of Colorado residency at the time of application (unless otherwise identified in the posting), and residency within the state throughout the duration of employment in this position.

• Motor Vehicle Check , if the employee will drive a state-owned vehicle, either in an on-going capacity while performing their normal day-to-day job duties OR on occasion for training/meetings/client visits/etc.

• Must possess a valid, non-restricted Colorado Driver’s License or an non-restricted U.S. Driver's License for positions within 30 miles of the CO state border

• 1075 check (access to Federal Tax information)

• Former State employees who were disciplinarily terminated or resigned in lieu of termination must:

  1. Disclose that information on the application.

  2. Explain why the prior termination or resignation should not disqualify you from the current position.

  3. Provide your employee number from your prior State employment. Absent extraordinary circumstances, prior disciplinary termination or resignation in lieu of termination, and failure to provide this information will disqualify the applicant from future State employment with CDHS.

CDHS Selection Process Explanation

Employment history is calculated on a full-time basis (40/hrs per week). Part-time employment is calculated on a prorated basis to determine qualifications.

Be sure your application specifically addresses your qualifications, experience, work products, and accomplishments as they relate to the position and minimum requirements.

• Preferred Qualifications & Competencies:

  • Relevant years of state service experience.

Minimum Qualification Screening Process

A Human Resources Analyst will review the work experience/job duties sections of the online job application to determine whether your experience meets the minimum qualifications for the position.

You must complete the official State of Colorado online application. Cover letters and resumes WILL NOT be reviewed during the minimum qualifications screening process.

You must specifically document your work experience and qualifications. Do not use "see resume" or "see attached."

You must meet the minimum qualifications to continue in the selection process. Part-time work experience will be prorated.

Comparative Analysis Process – Structured Application Review
After minimum qualification screening, the comparative analysis process will involve a review and rating of all the information you submit. The comparative analysis step may also include your results from a Standardized Testing

Your Work Experience/Job Duties
Document your work experience/job duties to the extent to which you possess the skills, education, experience, minimum qualifications, and preferred qualifications.
If listed, answer all supplemental questions as your answers to these questions will be evaluated during this phase. Provide at least 4-8 sentences for each supplemental question.

Appeal Rights

You may file an appeal with the State Personnel Board or request a review by the State Personnel Director if your application is eliminated. You will find the appeals process, the official appeal form, and how to deliver it on the State Personnel Board website.

• You or your representative must sign and submit the official appeal form for review.

• You can find the official appeal form here.

• You must be deliver the official appeal form to the State Personnel Board:

  • By email (dpa_state.personnelboard@state.co.us), or

  • Postmarked in US Mail to(1525 Sherman Street, 4th Floor, Denver CO 80203, or

  • Hand delivered (1525 Sherman Street, 4th Floor, Denver CO 80203), or

  • Faxed (303.866.5038) within ten (10) calendar days from your receipt of notice or acknowledgement of the department’s action.

Contact the State Personnel Board for assistance:

• At (303) 866-3300, or

• Refer to the Colorado Code of Regulations (CCR) 801-1, State Personnel Board Rules and Personnel Director's Administrative Procedures, Chapter 8, Resolution of Appeals and Disputes, within the Rules webpage.

Additional Information

• The Assessment Process

• For additional recruiting questions, please contact Adam.york@state.co.us.

About Us & Benefits

If your goal is to build a career that makes a difference, join the dedicated people of the Colorado Department of Human Services (CDHS).

Our professionals strive to design and deliver high quality human and health services that improve the safety, independence, and well-being of the people of Colorado.

Each of us is committed to contributing to a safe and accessible CDHS. In addition to a great location and rewarding and meaningful work, we offer:

• Strong, secure, yet flexible retirement benefits including a PERA Defined Benefit Plan or PERA Defined Contribution Plan plus 401(k) and 457 plans

• Medical and dental health plans

• Employer supplemented Health Savings Account

• Paid life insurance

• Short- and long-term disability coverage

• 11 paid holidays per year plus vacation and sick leave

• State of Colorado Employee BenefitHub Resource Center

• Employee Wellness program

• Excellent work-life programs, such as flexible schedules, training and more

• Remote work arrangements for eligible positions

• *Some positions may qualify for the Public Service Loan Forgiveness Program.

Our Values

We believe in a people-first approach: We prioritize the needs, well-being, and dignity of the individuals, families and communities we serve.

We commit to respect, fairness and access in every decision, policy and interaction. We engage client voices and experiences in the development and implementation of the services we provide.

Balance creates quality of life: We want our team to be resilient through a supportive workplace that values flexibility, health and wellness, and employee engagement.

We hold ourselves accountable: We take responsibility through our actions, programs, and results for the state of health and human services in Colorado.

Transparency matters: We are open and honest with employees, our partners, the Coloradans we serve, and the public.

We are ethical: We abide by what is best for those we serve by doing what is right, not what is easy.

Collaboration helps us rise together: We work together with all partners, employees, and clients to achieve the best outcomes for Coloradans.

ADA Accommodations
CDHS is committed to a Colorado for ALL qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment.

This includes completing the application process, interviewing, completing any pre-employment testing, participating in the employee selection process, and/or performing essential job functions where the requested accommodation does not impose an undue hardship.

If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to cdhs_ada@state.co.us.

EEO Statement

The State of Colorado is an equal opportunity employer

We are committed to increasing a “Colorado for ALL" of our staff and providing culturally responsive programs and services.

Therefore, we encourage responses from people of all backgrounds and abilities.

The State of Colorado believes that a “Colorado for ALL” drives our success, and we encourage candidates from all identities, backgrounds, and abilities to apply.

The State of Colorado is an equal opportunity employer committed to building inclusive, innovative work environments with employees who reflect our communities and enthusiastically serve them.

Therefore, in all aspects of the employment process, we provide employment opportunities to all qualified applicants without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, medical condition related to pregnancy, creed, ancestry, national origin, marital status, genetic information, or military status (with preference given to military veterans), or any other protected status in accordance with applicable law.

Additional Support For Your Application

Toll Free Applicant Technical Support

If you experience technical difficulty with the NEOGOV system (e.g.

uploading or attaching documents to your online application) call NEOGOV technical support at 855-524-5627 Mon-Fri between 6 am and 6 pm (Pacific Time).

Helpful hints: if you are having difficulty uploading or attaching documents to your application 1) ensure your documents are PDF or Microsoft Word files and 2) close the document before you attempt to upload (attach) it.