Supervising Child Support Specialist

AGENCY PROMOTIONAL ONLY

This recruitment is open to current County of Orange, Department of Child Support Services employees only. 
This recruitment is being held to establish an Agency Promotional eligible list to fill current and future Supervising Child Support Specialist positions within the Department of Child Support Services. This recruitment may also be used to fill positions in similar and/or lower classifications within Department of Child Support Services.

THE OPPORTUNITY
The Supervising Child Support Specialist demonstrates leadership with a strong focus on customer service. Incumbents engage and develop staff to perform the required duties to ensure customers' needs are met in the most effective and efficient manner to meet the department's mission.

The responsibilities of the Supervising Child Support Specialist will include but are not limited to:

• Analyze, prioritize, distribute team's work
• Analyze complex cases and oversee proper handling
• Evaluate and resolve escalated customer complaints
• Monitor team's work and projects, complete quality assurance reviews, ensure compliance timeframes and goals are met
• Conduct regular monthly conferences and team meetings
• Prepare work performance evaluations, set action plans, and monitor staff work progress
• Conduct annual work performance reviews, recommend merit increases/deferrals/denials
• Mentor and lead staff through accountability, engagement and department values
• Coach and counsel staff with performance issues
• Provide feedback and opportunities for growth and development for staff
• Consult with Human Resource Services in situations involving informal and formal discipline procedures, prepare performance documentation including improvement plans, written reprimands, suspensions and discharge letters
• Review and approve timesheets, coordinate time-off requests
• Recommend changes to business practices for increased efficiency
• Identify and evaluate staff training needs, approve training requests
• Participate in hiring processes, such as conducting interviews for new hires, promotions, and transfers
• Collaborate with staff and peers to ensure department goals are met
• Support communication and presence within team and among staff
• Perform other duties as assigned

DESIRABLE QUALIFICATIONS & CORE COMPETENCIES
The ideal candidate will demonstrate supervisory experience and/or experience leading a team. In addition, the ideal candidate will also possess the knowledge, skills and abilities that demonstrate the following competencies:

Technical Skills and Knowledge

• Familiarity of Child Support Services (CSS) program operations
• Proficient with Microsoft Word, Excel, Power Point, and Outlook

Leadership | Team Building

• Provide administrative oversight and evaluate staff work performance
• Provide timely feedback to staff
• Recommend new insights and innovative solutions to program problems
• Develop and implement strategies which maximize employee potential and foster high ethical standards to meet the organization's vision, mission and goals
• Lead effectively and collaborate with others, including management and executive management to successfully achieve the organization's objectives
• Develop leadership in others through coaching, mentoring, recognizing achievements and guiding employees, while fostering positive team building skills and motivating others
• Foster teamwork and a positive work environment
• Be flexible and supportive to organizational change
• Build productive relationships with peers, leaders and partners through proactive communication and support

Customer Service

• Understand, anticipate and meet customer needs
• Solicit feedback and translate the voice of the customer into business improvements
• Provide high-level customer service utilizing interpersonal skills when interacting with all levels of staff and customers
• Take initiative to resolve customer inquiries and concerns

Accountability

• Assure integrity of data, documentation and processes related to work assignment
• Produce quality work within tight and stressful deadlines
• Manage multiple assignments simultaneously with competing demands and priorities

Communication | Collaboration

• Communicate sensitive issues effectively using appropriate body language that are suitable to customers and situations
• Write effectively and produce written information that is appropriate for the intended customers
• Facilitate an open exchange of ideas, clarify information, apply active listening skills and foster an atmosphere of open communication
• Develop and sustain cooperative working relationships with internal and external customers
• Prepare and deliver presentations to internal and external audiences, including executive leadership, community/program stakeholders, and cross-functional teams.

Conflict Management

• Identify and take steps to prevent potential issues that could result in conflict
• Manage and resolve conflict and disagreements in a positive and constructive manner to minimize negative impact
• Ability to recognize and escalate issues appropriately

Flexibility

• Adapt behavior and work methods in response to new information, changing conditions, forced change or unexpected obstacles in a positive manner
• Adjust rapidly to new situations warranting attention and resolution to affect positive outcomes

Problem Solving

• Anticipate and identify potential team, customers, program problems and proactively generate alternative solutions
• Research and identify new ways to improve program processes for better, effective and efficient services rendered to all customers

MINIMUM QUALIFICATIONS
Click here to learn more about the Minimum Qualifications for the Supervising Child Support Specialist classification as well as the physical & mental requirements and the environmental conditions.

Special Requirements: Must pass a background investigation to the satisfaction of the Department of Child Support Services.

RECRUITMENT PROCESS
Human Resource Services (HRS) will screen all application materials to identify qualified applicants. After screening, qualified applicants will be referred to the next step and notified of all further procedures applicable to their status in the competition.

Application Screening (Refer/Non-Refer)
Applications and supplemental responses will be screened for qualifications that are highly desirable and most needed to successfully perform the duties of this job. Only those applicants that meet the qualifications as listed in the job bulletin will be referred to the next step.

Application Appraisal Panel | AAP (Weighted 100%)
An Application Appraisal Panel (AAP) of job knowledge experts will thoroughly screen and evaluate the application, and supplemental questionnaire for job knowledge, competencies, and related experience described above. Only the most qualified candidates will move forward to the next step in the recruitment process or will be placed on the eligible list.

Eligible List
Once the assessment has been completed, HRS will establish an eligible list of candidates. Candidates placed on the eligible list may be referred to a selection interview to be considered for present and future vacancies.

Based on the Department's needs, the selection procedure listed above may be modified. All applicants will be notified of any changes in the selection procedure.
  
Please note: The information you provide on your application and/or response to the supplemental questions may be used as a scoring device, so please be thorough and complete in your response. "See Resume" is not a qualifying response and will not be scored in lieu of the required information.
 

REASONABLE ACCOMMODATION 

The County of Orange is committed to providing reasonable accommodations to qualified individuals with disabilities. Individuals who require a reasonable accommodation during the application or selection process should notify the recruiter listed on the job posting as soon as possible. Documentation supporting the accommodation request may be required.

EMAIL NOTIFICATION  
Email is the primary form of notification during the recruitment process. Please ensure your correct email address is included in our application and use only one email account.    

NOTE: User accounts are established for one person only and should not be shared with another person. Multiple applications with multiple users may jeopardize your status in the recruitment process for any positions for which you apply. Candidates will be notified regarding their status as the recruitment proceeds via email through the GovernmentJobs.com site. Please check your email folders, including spam/junk folders, and/or accept emails ending with "governmentjobs.com" and "ocgov.com." If your email address should change, please update your profile atwww.governmentjobs.com.     

FREQUENTLY ASKED QUESTIONS
Click here for additional Frequently Asked Questions. 

For specific information pertaining to this recruitment, contact Judy Daza at [email protected] or (714) 347-8081.