New job CSES III in Massachusetts
Company : DOR Child Support
Salary : $66,044 - $89,761 a year
Location : Massachusetts
The Department of Revenue's core mission is to collect the revenues required to support the business of the Commonwealth, to make a difference in the lives of children by enforcing the financial responsibilities of parenthood, and to assist Massachusetts cities and towns in sound and efficient fiscal management.
Our vision is to conduct our operations in a manner that inspires public confidence in government by administering and enforcing tax, child support and municipal finance laws in ways that are innovative, customer-focused and transparent.
The mission of the Department of Revenue’s Child Support Enforcement Division is to make a difference in the lives of children by enforcing the financial responsibilities of parenthood. Effective child support enforcement is an essential part of the larger effort by the Commonwealth and the federal government to promote families’ economic self-sufficiency.
Child Support Enforcement Division
Case Conferencing and Service of Process Supervisor
The Massachusetts Department of Revenue’s Child Support Enforcement Division is seeking a Child Support Enforcement Specialist III to supervise a Case Conferencing and Service of Process team in its Central Regional office located in Worcester.
- Oversees the daily operations of a team by supervising reporting staff in order to provide notice to customers of complaints filed with the court; coordinating the timely remittance of payment for service of process; monitor inventory to ensure case processing activities comport with all federal, state and DOR timeframes.
- Oversees the daily operations of a team by supervising reporting staff in order to conference cases by providing information to customers; reviewing case and participant information; preparing guideline worksheets to calculate suggested amounts for child support orders; drafting stipulations of the parties and other legal documents for attorney review and signature; and coordinating participation of other supporting staff.
- Participates in DOR case conferencing sessions by providing information to customers; reviewing case and participant information; preparing guideline worksheets to calculate suggested amounts for child support orders; drafting stipulations of the parties and other legal documents for attorney review and signature; and coordinating participation of other supporting staff.
- Participates in in-person, telephonic and/or virtual (Zoom) probate court sessions by providing information to customers, attorneys, and probate court staff; conferencing cases with customers; preparing guideline worksheets to calculate suggested amounts for child support orders; drafting stipulations of the parties for attorney review and signature; and coordinating participation of other supporting staff.
- Supports unit operations by acquiring and maintaining in-depth program and technical knowledge of work performed by reporting staff in order to provide one-on-one staff training; help staff with adjusting to new technologies; identify and help address backlogs; and provide the same level of in-person (virtual or walk-in) services as the reporting staff.
- Contributes to the divisional goal to improve performance as measured by the federal performance indicators and the self-assessment time standards; and to emphasize the Division’s data reliability standard.
- Supervises staff by providing direction and guidance; by coordinating and assigning work; by measuring and monitoring progress toward goals; by evaluating worker performance; by assessing staff training needs; and by evaluating unit effectiveness, service delivery, and team collaboration.
- Takes proactive steps to identify workflow and process improvements by compiling and analyzing data, by using systems generated reports, by preparing periodic reports, and by developing strategies based on the analysis in order to forecast and measure customer cooperation and compliance, to implement data-driven unit projects and evaluate outcomes, to identify case processing trends and assess effectiveness of actions performed, to recommend new or modified approaches in managing cases, to address problem areas, to review individual worker productivity, to measure unit performance, to track progress toward goals, and to formulate plans to address problem areas as identified by the statistics.
- Coordinates special projects by developing project plans and identifying project goals and objectives; by determining project participants; by instructing or arranging training for project participants; by assigning work to project staff; by developing evaluation criteria and periodic reports; by evaluating and reporting progress toward meeting project goals and objectives; and by alerting management when there is a risk of not meeting the project deadline or the project goals in order to support the project’s objectives and evaluate the project’s results.
Leadership - Ability to lead employees in a results-driven environment, in order to meet the organization’s goals for productivity, quality, and service.
Coaching - Ability to coach and mentor others by setting clear expectations, helping staff grow in knowledge and skill, encouraging individual accountability, and motivating employees to succeed through regular performance evaluation, professional development, positive recognition, and constructive feedback.
Teamwork - Ability to foster a spirit of teamwork and unity within the CSE Division that empowers employees, allowing for candid discussions of different ideas, embracing diversity, finding common ground and creating a cohesive environment that encourages openness, trust and challenge.
Interpersonal Skills - Ability to build effective and responsive interpersonal relationships with staff members, colleagues, and managers by demonstrating integrity, collaboration, respect ,and promoting a positive culture of continuous improvement.
Communication Skills - Strong oral and written communication skills, including directing staff in a manner that enhances productivity and manifests excellence, and the capacity to build bridges with others to achieve shared goals.
Flexibility - Ability to demonstrate flexibility and adapt one’s priorities or approaches and those of staff to meet competing demands, organizational changes, modified operational requirements or emergency situations.
Customer Service Orientation - Strong focus on customer service, including the ability to see the Child Support Enforcement Program from the customer’s perspective, understand his/her needs, forecast how certain business decisions impact the customer and develop creative solutions to best balance operational needs and customer satisfaction, ensuring the customer’s needs are met.
An external candidate recommended for a position with the Department of Revenue will be subject to a background check that includes checks for: state and federal tax compliance; child support compliance; education verification; Massachusetts CORI checks; criminal background checks in state(s) of current and previous residence/employment; validation of eligibility to work in the United States; and national fingerprint-based criminal background checks.
Minimum Entrance Requirements:
Knowledge, Education and Experience:
Applicants must have at least (A) four years of full-time or equivalent part-time, professional or paraprofessional experience in work involving customer service, social work, educational/employment/vocational counseling, accounting, collections, case management, criminal justice, law enforcement/investigation or related fields, or (B) any equivalent combination of the required experience and the substitutions below.
Incumbents may be required to have a current and valid motor vehicle driver’s license at a class level specific to assignment.
A Bachelor’s degree or higher may be substituted for two years of the required experience.
An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.