Working Title: Child Support Help Desk SupervisorJob Class: Human Services Supervisor 3Agency: Human Services Dept
Job ID : 77545
Location : St. Paul
Telework Eligible : Yes
Full/Part Time : Full-Time
Regular/Temporary : Unlimited
Who May Apply : Open to all qualified job seekers
Date Posted : 6/14/2024
Closing Date : 6/27/2024
Hiring Agency/Seniority Unit : Human Services Dept / DHS Central Office MMA
Division/Unit : DHS - Central Office / Children and Family Services / Child Support Division
Work Shift: Day Shift
Work Hours : 8:00 am - 4:30 pm
Days of Work : Monday - Friday
Travel Required : No
Salary Range: $35.98 - $51.83 / hourly; $75,126 - $108,221 / annually
Classified Status : Classified
Bargaining Unit/Union : 216 - Middle Management Association/MMA
FLSA Status : Exempt - Executive
Designated in Connect 700 Program for Applicants with Disabilities (https://mn.gov/mmb/careers/diverse-workforce/people-with-disabilities/connect700/) : Yes
The Department of Human Services is unable to provide sponsorship for work visas. Applicants must be eligible to work in the United States at the start of employment.The work you'll do is more than just a job.At the State of Minnesota, employees play a critical role in developing policies, providing essential services, and working to improve the well-being and quality of life for all Minnesotans. The State of Minnesota is committed to equity and inclusion, and invests in employees by providing benefits, support resources, and training and development opportunities.In the 2023 legislative session, the Governor’s Office, Minnesota legislature, and leaders for children and families worked in partnership to pass legislation establishing the Department of Children, Youth, and Families (DCYF) to create a sustainable, public face for children’s issues in state government. This new cabinet-level agency brings together programs centered on children and families, including child care and early learning, child support, child safety and permanency, economic support and food assistance, and youth opportunity. This position will become a part of DCYF. Telework (https://mn.gov/mmb-stat/policies/1422-telework.pdf) (Within Minnesota or neighboring states) and flexible hours options are available . There may be occasions where this position may be required to travel for meetings, in office events, trainings or conferences.As Child Support Help Desk Supervisor, you will oversee the Child Support Help Desk unit to support the numerous partners by responding to the general public and government officials seeking general information on the child support program, policies and laws. You will also work with other units to implement new policies and procedures that are in alignment with child support. You will lead the Child Support Help Desk team to address highly complex inquiries about the child support program, which vary in scope due to the multifaceted structure of the program.The Child Support program touches multiple human services programs, government agencies (e.g. Department of Corrections, Department of Motor Vehicles, Department of Revenue, Department of Employment and Economic Development, Social Security Administration, etc.), the legal system, as well as multiple intergovernmental entities such as other states and countries. Responsibilities include:
Oversee the Help Desk team to support the numerous partners by responding to the general public and government officials seeking general information on the child support program, policies and laws. Inquiries come from custodial parents and noncustodial parents requesting case status updates and case reviews.
Oversee outreach and engagement efforts with community partners, specifically organizations providing services to communities experiencing disparities. This also includes partnering with county agencies to share best practices and align services with their outreach efforts.
Work in collaboration with supervisors, team leads, and departmental staff to provide data and identify areas for improvement. Work with other units to implement new policies and procedures that are in alignment with child support program data trends and initiatives, using an equity analysis lens.
Provide expertise to the Division Director and Deputy Director so that program planning, operations, and decision-making are carried out with maximum effectiveness, efficiency, and service to the public.
Minimum QualificationsTo facilitate proper crediting, please ensure that your resume clearly describes your experience in the areas listed and indicates the beginning and ending month, day and year for each job held.Demonstrated leadership experienceLeadership experience can include:
Experience as a supervisor, lead worker, team lead, project lead
Completion of a State of Minnesota leadership program (e.g. Emerging Leaders Institute - ELI)
A paid/unpaid position leading a program or chairing a committee (e.g. Employee Resource Group - experience must include:
AND4 years of professional experience in child support program or closely related human services programs with an emphasis on providing exceptional customer service (such as a call center or a help desk environment). Experience may demonstrate:
Strong and effective customer service skills to provide prompt, courteous and accurate information to customers in person, on the phone and through e-mail and other written correspondence in a high production environment.
Automated systems, software support, software applications, and communication delivery mechanisms.
Knowledge in child support program policies, principles, strategies and systems development.
Ability to balance multiple project demands and audiences need for information.
Preferred Qualifications
Our employees are dedicated to ensuring cultural responsiveness. Preferred candidates will have a variety of experiences working effectively with others from different backgrounds and cultures.
Experience leading and directing the work of remote work teams.
Presentation skills via video conferencing and other public communication vehicles.
Experience working or managing a help desk or high-volume call center environment.
Additional RequirementsREFERENCE/BACKGROUND CHECKS – DHS will conduct reference checks to verify job-related credentials and a criminal background check prior to appointment.AN EQUAL OPPORTUNITY EMPLOYERMinnesota State Colleges and Universities is an Equal Opportunity employer/educator committed to the principles of diversity. We prohibit discrimination against qualified individuals based on their race, sex, color, creed, religion, age, national origin, disability, protected veteran status, marital status, status with regard to public assistance, sexual orientation, gender identity, gender expression, or membership in a local commission as defined by law. As an affirmative action employer, we actively seek and encourage applications from women, minorities, persons with disabilities, and individuals with protected veteran status.Reasonable accommodations will be made to all qualified applicants with disabilities. If you are an individual with a disability who needs assistance or cannot access the online job application system, please contact the job information line at 651-259-3637 or email [email protected] . Please indicate what assistance is needed.