Child Support Supervisor

The Child Support Supervisor performs advanced supervisory and administrative work overseeing daily operations of the Child Support Enforcement Unit. This position ensures federal, state, and county program requirements are met while providing leadership, guidance, and support to Child Support Agents. Work involves overseeing case management activities, ensuring compliance with laws and policies, improving program performance, and maintaining strong working relationships with courts, attorneys, employers, community partners, and other internal departments.

This is a leadership role requiring strong knowledge of child support enforcement procedures, excellent communication and organizational skills, and the ability to guide staff in a fast-paced, deadline-driven environment. The supervisor must exercise independent judgment, ensure quality assurance, and maintain high standards of accuracy, professionalism, and customer service.

• Supervises and evaluates Child Support Agents, including training, coaching, performance management, and workload distribution.
• Ensures compliance with state and federal child support laws, NC Child Support policies, and county procedures.
• Reviews and monitors case management activities for accuracy, timeliness, and quality standards.
• Assists staff with complex cases, court preparation, and problem-solving.
• Coordinates and communicates with attorneys, court personnel, employers, partner agencies, and community stakeholders.
• Conducts regular staff meetings to provide updates, training, and guidance.
• Monitors program performance metrics and implements strategies to improve outcomes in paternity establishment, order establishment, enforcement, and collections.
• Prepares reports, audits, and documentation as required by DSS leadership and state agencies.
• Participates in hiring decisions and onboarding of new employees.
• Ensures excellent customer service is provided to clients, noncustodial parents, and the public.
• Manages unit schedules, leave requests, and workflow to ensure adequate coverage.
• Performs other related duties as assigned.

Knowledge, Skills and Abilities

• Thorough knowledge of North Carolina Child Support Enforcement laws, policies, and procedures.
• Strong leadership, coaching, and team-building skills.
• Ability to interpret complex regulations and apply them in daily operations.
• Excellent communication skills, both oral and written.
• Ability to organize and prioritize work in a fast-paced environment.
• Proficient in NCCSES, NC FAST, and other relevant systems.
• Ability to work effectively with courts, attorneys, and community partners.
• High level of professionalism, confidentiality, and accuracy.

Minimum Education And Experience

• Bachelor's degree in human services, criminal justice, public administration, or a related field and two years of experience in child support enforcement; OR
• An equivalent combination of education and experience, with at least two years of direct child support experience required.
• Supervisory experience preferred.

Special Requirements

• Valid North Carolina driver's license.
• Must pass background and drug screening as required by McDowell County.