Level III Representative

Agency

Dept of Health and Human Services

Social Services

Business Services Coordinator II (S)

NC09

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 Caro-lins, 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.

The Level III Representative position supports the Child Support Services (CSS) program by coordinating business, administrative, and customer‑service functions that directly affect statewide case management and service delivery. The role provides front‑line assistance to callers by interpreting CSS policies, documenting case activity, and updating automated systems, such as Automated Collections and Tracking system (ACTS), to ensure the accuracy of program information.

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.

• 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.

Salary Grade Range: $41,206.00 - $72,113.00

Recruitment Range: $41,206.00 - $45,560.00

Candidates now meet the minimum qualifications of a position if they meet the minimum education and experience listed on the vacancy announcement. The Knowledge, Skills, and Abilities (KSAs)/ Management Preferences are not required. Applicants who possess the following skills are preferred:

• Proven experience handling complex Child Support Services (CSS) calls, including explaining program policy, documenting case interactions, and managing sensitive information.
• Advanced skills using ACTS to complete case‑related data entry, including updating addresses, employment status, detailed event notes, and generating documents and worklists.
• Experienced in reviewing and applying current CSS manuals and policy updates to ensure accurate interpretation during customer interactions and case discussions.
• Documented experience tracing and resolving missing or misapplied funds through the SMI system and coordinating related communication with employers and CSS offices.
• Demonstrated accuracy in completing business and administrative tasks, including compiling information, documenting case processes, and supporting program operations within a high‑volume service environment.

• Ability to sit for long periods of time.
• Ability to look at a computer monitor for extended periods of time.
• Ability to type for extended periods of time.

High school of General Educational Development (GED) diploma and five years of related administrative experience

OR

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.