SENIOR CASE MANAGER - Establishment

Baltimore, MD

Description

This position is responsible for the enforcement and maintenance of child support orders in accordance with applicable Federal and State laws, rules, and regulations. The Senior Case Manager provides mentoring and training support for child support services case managers, specialists, and administrative staff and may maintain a case load. The Senior Case Manager does not have direct supervisory responsibility for staff, though assists the Team Lead in the development and training of team members.

Primary Responsibilities

• Manage a child support services caseload
• Train staff on office procedures and case processing standards
• Review staff work for accuracy, quality, and completeness (quality assurance)
• Analyze work and devise process improvements
• Provide feedback, coach, and mentor team members
• Identify and address training needs and provide employee development opportunities
• Participate in identifying issues, generating alternatives, and implementing solutions
• Assist with case management reports and data clean-up
• Receive, evaluate, and resolve customer problems and complaints
• Assist with court liaison duties
• Serve as resource coordinator for supportive services
• Other related duties as assigned

Qualifications· Associate’s Degree or Paralegal Certification preferred· At least three years of experience as a child support case manager or similar relevant experience (paralegal, eligibility case manager, etc.). · Two years of additional education may be substituted for equal amount of experience· Proven ability to manage, provide and direct work activities of self and others· Knowledge of child support policy and procedures and systems