DSHS ESA Support Enforcement Technician

Description

• Enter, review, and maintain accurate case information in the Support Enforcement Management System (SEMS), including screening, transferring, and setting up new cases using independent judgment.
• Provide professional customer service using a multi-line phone system and in-person contact, responding to inquiries from clients, staff, and partner agencies while adhering to confidentiality requirements and de-escalating sensitive situations.
• Conduct paternity establishment, locate activities, and case research by accessing multiple databases, credit bureau information, and documentation to determine appropriate case actions.
• Support Support Enforcement Officers, Claims Officers, and County Prosecutors by updating case data, preparing legal documents and packets, submitting materials to the Office of Administrative Hearings, and issuing notices of hearings or continuances.
• Review referrals and specialized caseloads to determine paternity or adoption status, obtain Paternity Affidavits and Certified Birth Records, and identify cases appropriate for transfer to a Support Enforcement Officer.
• Process payments, mail, and documents in compliance with strict internal controls and federal timelines, including receipting payments, preparing deposits, imaging and indexing records, and managing certified and outgoing mail.
Coordinate services with outside vendors and work collaboratively within the Customer Service team to meet service goals, provide coverage as needed, and deliver internal support to Support Enforcement Officers and Claims Officers.

• Consistent attendance, reliability, and punctuality.
• Ability to work effectively as part of a team while also working independently.
• Commitment to confidentiality, professionalism, and ethical conduct.
• Strong customer service skills, including the ability to interact effectively with individuals who may be emotionally charged or challenging.
• Ability to stay focused, adaptable, and productive in a fast-paced work environment.
• Skill in managing multiple priorities, shifting tasks, and meeting deadlines.
Proficiency with keyboarding and Microsoft Windows programs, along with the ability to understand and communicate child support-related statutes, regulations, and programs.

• Two years of college level coursework
  OR
  
• Two years of customer service related experience within a program and/or services related to research, investigation, auditing, writing, reporting, administration, law enforcement, community relations, or allied field
  OR
  
An equivalent combination of education and related experience, totaling two years

• Work schedule: Monday through Friday, 8:00 AM - 5:00 PM, 100% in-office

Supplemental Information

Prior to a new hire, a background check including criminal record history may be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to perform in the job. This announcement may be used to fill multiple vacancies. Employees driving on state business must have a valid driver's license. Employees driving a privately owned vehicle on state business must have liability insurance on the privately owned vehicle.

Washington State Department of Social and Health Services is an equal opportunity employer and does not discriminate in any area of employment, its programs or services on the basis of age, sex, sexual orientation, gender, gender identity/expression, marital status, race, creed, color, national origin, religion or beliefs, political affiliation, military status, honorably discharged veteran, Vietnam Era, recently separated or other protected veteran status, the presence of any sensory, mental, physical disability or the use of a trained dog guide or service animal by a person with a disability, equal pay or genetic information. Persons requiring accommodation in the application process or this job announcement in an alternative format may contact the Recruiter at (360) 725-5810. Applicants who are deaf or hard of hearing may call through Washington Relay Service by dialing 7-1-1 or 1-800-833-6384.

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