Quick Summary
- Provide customer service to CSS callers by responding to complex inquiries and explaining applicable program policies.
Proven experience handling complex Child Support Services (CSS) calls, including explaining program policy, documenting case interactions, and managing sensitive information.
The North Carolina Department of Health and Human Services (DHHS) is one of the largest, most complex agencies in the state, and has approximately 17,000 employees. It is responsible for ensuring the health, safety, and well-being of all North Carolinians, providing human service needs for special populations including individuals who are deaf, blind, developmentally disabled, and mentally ill, and helping poor North Carolinians achieve economic independence.
Work includes managing sensitive and confidential case details, addressing complex inquiries, and maintaining professional communication with employers and CSS offices within and outside North Carolina. This position operates in a fast‑paced environment requiring sound judgment, consistent application of program procedures, and effective handling of emotionally charged or challenging interactions.
Key Duties Include:
- Provide customer service to CSS callers by responding to complex inquiries and explaining applicable program policies.
- Maintain courteous and professional communication during interactions with distressed or antagonistic callers using tact and conflict‑diffusion strategies.
- Review and apply updated CSS manuals and policy guidance to ensure accurate interpretation during case-related discussions.
- Update ACTS with current case information, including address changes, employment status, and detailed case notes documenting caller interactions.
- Generate and distribute ACTS documents and prepare agent worklists based on case needs and program protocols.
- Trace and resolve missing or misapplied child support funds using the SMI system.
- Communicate with employers and CSS offices both in‑state and out‑of‑state to coordinate case information and support policy compliance.
- Document case interactions and business processes accurately to support consistent and reliable case management.
- Maintain confidentiality of sensitive CSS information in all written and verbal communications.
Requirements
~1 min readSome state job postings say you can qualify by an “equivalent combination of education and experience.” If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both. See the Education and Experience Equivalency Guide for details.
High school of General Educational Development (GED) diploma and five years of related administrative experience
An equivalent combination of education and experience.
The State of North Carolina is an Equal Employment Opportunity Employer and dedicated to providing employees with a work environment free from all forms of unlawful employment discrimination, harassment, or retaliation. The state provides reasonable accommodation to employees and applicants with disabilities; known limitations related to pregnancy, childbirth, or related medical conditions; and for religious beliefs, observances, and practices.
Location & Eligibility
About this job
- Pay per year
- $41,206–$72,113 a year
- 17% below the $68,120 median for Other jobs on Jobera (125,697 salaries).
- Who can apply
- United States
- Posted
- Today
Listing Details
- Posted
- October 27, 2026
- First seen
- October 27, 2026
- Last seen
- October 27, 2026
Posting Health
- Days active
- 0
- Repost count
- 0
- Trust Level
- 63%
- Scored at
- October 27, 2026
Signal breakdown
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