Level II Representative

Agency

Dept of Health and Human Services

Division

Social Services

Job Classification Title

Business Services Coordinator I (S)

Position Number

60042205

Grade

NC07

About Us

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.

Description of Work

The Level II Representative position serves as a Level II Representative responsible for responding to Child Support Services (CSS) caller questions regarding their case by providing accurate information, researching employment details, and making appropriate referrals.

This role handles escalated and complex inquiries from Level I Representatives while supporting customer understanding of child support processes, timelines, payment information, and required documentation. It also supplements Level I staff by updating demographic data, assisting with participant website registration, generating system documents, and explaining notices and application procedures. Work is performed within the Customer Service Child Support unit and includes documenting interactions and notifying responsible case managers through the statewide Automated Collection and Tracking System (ACTS).

Key Duties Include:
– Respond to caller questions regarding child support case information by researching details and providing accurate explanations.

– Handle escalated and complex inquiries from Level I Representatives and resolve issues requiring advanced program knowledge.

– Research employment information, payment histories, arrears balances, and tax payment records as needed to support case resolution.

– Update demographic information in case records within the Automated Collection and Tracking System (ACTS).

– Provide assistance with participant website registration and navigation to support customer access to their case information.

– Generate ACTS documents for callers and explain notices, application processes, fees, timelines, wage withholding details, and payment distribution information.

– Document customer interactions in ACTS and notify responsible case managers of follow‑up needs.

– Make referrals to appropriate CSS staff or external resources when required to resolve customer concerns.

– Provide appointment and hearing dates and times as applicable to ensure callers receive complete and timely information.

– Assist the ACTS Help Desk when needed to support system users with technical or procedural questions.

Knowledge Skills and Abilities/Management Preferences

Salary Grade Range: $37,377.00 - $65,408.00

Recruitment Range: $37,377.00 - $42,399.00

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:

• Demonstrated experience researching complex child support case details by reviewing employment information, payment histories, arrears balances, and related records to provide accurate guidance to callers.

• Applied intermediate proficiency in using the Automated Collection and Tracking System (ACTS) to update demographic data, document customer interactions, generate system documents, and support case processing activities.

• Delivered consistent customer service in a call‑center environment by responding to escalated inquiries, explaining child support processes, and coordinating timely follow‑up with case managers.

• Executed structured communication with callers by clearly explaining notices, application procedures, service timelines, wage withholding information, payment distribution processes, and hearing schedules.

• Performed accurate data entry and case documentation through systematic record updates and organized case‑related communication within the statewide child support system.

The Posting Will Close At 11:59 P.M. The Night Before The End Date

This Position Is Funded In Part Through Federal Funds

This Position Is Eligible For A Hybrid Work Option

About the Division of Social Services (DSS):

The Division of Social Services (DSS) provides direct services that address issues of poverty, family violence and exploitation. We aim to prevent abuse, neglect and exploitation of vulnerable citizens, and promote self-reliance and self-sufficiency for individuals and families.

About the Child Support Services Customer Service Center:

The CSS Customer Service Center provides support through a toll‑free phone line that connects callers to an automated Interactive Voice Response system available 24 hours a day in English and Spanish. Callers can navigate menu options using their Master Participant Index (MPI) number to access specific information or press “0” to reach a representative. Customer service representatives are available Monday through Friday from 7:30 a.m. to 5:30 p.m. for questions requiring live assistance.

Compensation and Benefits:

The State of North Carolina offers excellent comprehensive benefits. Employees can participate in health insurance options, standard and supplemental retirement plans, and the NCFlex program (numerous high-quality, low-cost benefits on a pre-tax basis). Employees also receive paid vacation, sick, and community service leave. In addition, paid parental leave is available to eligible employees.

 

Visit the website for State Benefits. 

Supplemental Contact Information:

The North Carolina Department of Health and Human Services (DHHS) is an Equal Opportunity Employer that embraces an Employment First philosophy, which consists of complying with all federal laws, state laws, and Executive Orders.  We are committed to reviewing requests for reasonable accommodation at any time during the hiring process or while on the job.  For more information about DHHS:  https://www.ncdhhs.gov/. 

 

DHHS uses the Merit-Based Recruitment and Selection Plan to fill positions subject to the State Human Resources Act with the most qualified individuals.  Hiring salary will be based on relevant qualifications, internal equity, and budgetary considerations pertinent to the advertised position. 

 

In accordance with the Governor’s Executive Order 303, our agency supports second-chance employment for individuals who were previously incarcerated or justice-involved.  We invite all potential applicants to apply for positions for which they may be qualified. 

               

Application Process

Be sure to complete the application in its entirety.  Resumes will not be accepted in lieu of completing this application. 

• Information should be provided in the appropriate areas, to include the following: Education, including high school and all degrees obtained, Work Experience, and Certificates & Licenses. It is critical to our screening and salary determination process that applications contain comprehensive candidate information.
• Answers to Supplemental Questions are not a substitute for providing all relevant information within the body of your application. To receive credit for the supplemental questions, you must provide supporting information within the "Work Experience" section of the application to support your answers.
• If multiple applications are submitted to an individual posting, only the most recent application received prior to the closing date will be accepted. Applications must be submitted by 11:59 PM on the closing date.
• Applicants may be subject to a criminal background check. All candidates selected for positions considered "Positions of Trust" will be subject to a criminal background check.
• Due to the volume of applications received, we are unable to provide information regarding the status of your application over the phone. To check the status of your application, please log in to your account.  Upon the closing date, applications are "Under Review" and will be screened by Human Resources for qualified applicants. The hiring process may take several weeks.
• Degrees must be received from appropriately accredited institutions.  Transcripts and degree evaluations may be uploaded with your application. The State of North Carolina/Office of State Human Resources uses the National Association of Credential Evaluation Services (NACES) as a referral resource for applicants who need to have their credentials certified as equivalent.
• For a list of organizations that perform this specialized service, please visit the NACES membership website at https://www.naces.org/members.

 

Degree/College Credit Verification

Degrees must be received from appropriately accredited institutions. Transcripts, degree evaluations, and cover letters may be uploaded with your application. 

 

Veterans’ and National Guard Preference

• Applicants seeking Veteran's Preference must attach a DD-214 Member-4 Form (Certificate of Release or Discharge from Active Duty) to their applications.
• Applicants seeking National Guard Preference must attach an NGB 23A (RPAS), along with the state application, if they are a current member of the NC National Guard in good standing.
• Applicants who are former members of either the NC Army National Guard or the NC Air National Guard, with honorable discharge and six years of creditable service, must attach a copy of the DD 256 or NGB 22, along with the state application.

 

ADA Accommodations

Consistent with the Americans with Disabilities Act (ADA) and the Pregnant Workers Fairness Act (PWFA), DHHS is committed to the full inclusion of all qualified individuals. As part of this commitment, DHHS will ensure that people with disabilities, or known limitations covered by the PWFA, are provided with reasonable accommodation.  If reasonable accommodation is needed to participate in the job application or interview process, please contact the person indicated below. 

 

CONTACT INFORMATION

If there are any questions about this posting, please contact Talent Acquisition at [email protected]. Resumes will not be accepted in lieu of completing this application. 

Minimum Education and Experience

Some 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 or General Educational Development (GED) diploma and four years of related administrative experience

OR

An equivalent combination of education and experience.

EEO Statement

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.

Recruiter:

Tresha Walker

Contact:

DHHS Workday Support Form