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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 00077671 |
Description Activated On: 1/8/2026 1:47:16 PM |
Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively. Work is in the Department of Human Services (DHS)/Office of Income Maintenance (OIM)/Bureau of Child Support Enforcement (BCSE)/Division of Central Operations (DCO). Job requires the ability to function both independently and as part of a team. Provide quality customer service to the Child Support Enforcement community, general public, business partners, Pennsylvania state agencies, other states’ agencies, federal agencies, the courts and legislators through written and oral communications. Provide excellent customer service via the Helpline by educating callers, answering questions, and directing them to appropriate resources while maintaining confidentiality standards for the Child Support Enforcement Program (CSEP), Personally Identifying Information (PII) and Federal Tax Information (FTI). Process Acknowledgment of Paternity (AOP) forms for the Voluntary Acknowledgment of Paternity Program (VAOPP) to ensure mandated data elements are present and maintain the integrity of the Paternity Tracking System (PTS) which functions as the putative father registry for the Commonwealth of Pennsylvania. Perform duties related to Pennsylvania’s Central Registry functions in accordance with federal mandates and state program standards. Oversees multiple enforcement programs. Prepare and/or present materials and information to educate the public, business partners and peers. After probation, work independently to complete job duties which includes answering the BCSE Helpline, investigation and review of documents including but not limited to Uniform Interstate Family Support Act (UIFSA) packets and petitions, status requests, R607 report, AOPs, correspondence, and other state communications in digital and hard copy format. Participates and provides feedback to development of new systems, including General Systems Design (GSD), Detailed Systems Design (DSD) and program suitability through implementation of said programs. Review and input on existing programs and policies being developed or revamped. Uses a variety of Microsoft Office products, numerous software programs that are proprietary to child support and other programs as developed by both state and federal child support agencies as well as law enforcement databases and Department of Human Services programs. Completes ongoing training through the Pennsylvania Child Support Enforcement Training Institute (PACSETI) and Employee Self Service (ESS); attend monthly meetings. |
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Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor. Work involves extensive direct interaction with the general public via the BCSE Helpline, as well as the Federal Office of Child Support Services (OCSS), Pennsylvania Department of Health/ Division of Vital Records (DOH/DVR), Domestic Relations Sections (DRSs), the Department of Revenue (DOR), DHS/Bureau of Hearings and Appeals (BHA), hospitals, Social Security Administration (SSA), Department of State (DoS), State Collection and Disbursement Unit (SCDU), Children, Youth and Family (CYF) agencies, prothonotary offices, legislators, contractors, out-of-state child support enforcement agencies (CSEAs), international CSEAs, tribes, employers, and attorneys. Educate various Pennsylvania and interstate CSEAs including the DRSs, courts, County Assistance Offices (CAOs), DOH/DVR, DOR, hospitals, and CYF agencies of relevant Pennsylvania policies and statutes that govern the CSEP, the VAOPP, and the various enforcement programs. Operates the BCSE toll-free Helpline to resolve and respond to inquiries and complaints received from custodial and noncustodial parties, DRSs, hospitals, birthing units, state and federal legislators, Office of Legislative Affairs (OLA), DVR, attorneys, tribes, other states’ CSEAs, international CSEAs, CAOs, SSA, schools, Pennsylvania Department of State (DoS) and United States DoS Passport Agency, Department of Defense, embassies, attorneys, adoption agencies, DOR, CYF and the general public. Completes appropriate security questions for every call. This job deals with multiple programs across multiple branches of government. Working the Helpline requires using the contracted interpretation service to effectively communicate with callers who have limited English proficiency. Maintains in-depth human relation skills for dealing with a diverse range of cultural and personality types. This includes the ability to assess and respond appropriately in each situation to factors such as: public relations, organizational chain of command, allegations of discrimination in the delivery of child support, enforcement, locate and paternity services, by the DRS, the Courts and Judges and/or the DHS. Researches issues raised by callers and provides education and explanation of case management standards and identifies client’s options for taking action relative to their case. Educates callers about the VAOPP and its impact on establishing paternity, clarifying legal standards, and directing to appropriate resources to establish or disestablish paternity. Provides eligibility information for Child Support Program clients and refers callers to other social service programs. Maintains detailed knowledge of the CSEP including but not limited to federal and state child support laws, regulations, policies, procedures, Pennsylvania’s Supreme Court Rules of Civil Procedure, Code of Federal Regulations, United States Code, Pennsylvania Consolidated Statutes Title 18, 23, 42 and 62, DHS and BCSE policies and procedures and the most recent interpretations of state and federal case law for all program areas. Educate the public and various Pennsylvania and interstate agencies including but not limited to the courts, CAOs, DOH/DVR, DOR, hospitals, and CYF agencies of relevant Pennsylvania policies and statutes that govern the CSEP, the VAOPP, and the various enforcement programs. Research information via PTS, Client Information System (CIS), Pennsylvania’s Child Support Enforcement System (PACSES), Electronic PACSES (ePACSES) and to verify client data on PACSES/ePACSES and Pennsylvania Department of Transportation (PennDOT) Driver’s License information; Project Information Management system (PIM); OCSS’s States Services Portal: Customer Inquiry State Response, Query Interstate Cases for Kids (QuICK); Intergovernmental Reference Guide (IRG), Electronic Data Exchange (EDE), Debt Inquiry, Federal Collections and Enforcement; CIS, Helpline Call Center, KidStar, social media and the PTS. Investigate questionable or duplicative paternity establishments whether established by the VAOPP, through court or by marriage. Thoroughly investigates and provides verbal and written responses to correspondence. Research may involve dealing with multiple programs across multiple branches of government. Interprets court regulations and procedures as well as OIM, BCSE Program regulations and procedures. Develops well-written, grammatically accurate and timely responses to answering inquiries. Gathers information necessary for the resolution of problem case situations and inquiries related to child support, paternity establishment and VAOPP. Coordinates replies with OIM headquarters staff and DRS management. Provides consultative/directive services to DRS management and staff regarding BCSE objectives, policies and procedures to resolve complaints or inquiries. Functions as the liaison to manage Security Breaches and ensure compliance with federal reporting requirements. Coordinates with other states’ and Commonwealth of Pennsylvania program offices including BCSE/Division of Field Operations (DFO) to assist to resolve inquiries and complaints about TANF, Child Care, Medical Assistance benefits involving a support order such as child support pass-through payments or payments to reimburse assistance grants. Coordination with various entities may also be related to Child Support Enforcement systems hardware and software issues. Employee completes Central Registry functions. This position is responsible for processing intergovernmental packets and petitions, status requests and requests for assistance within the federally mandated time frames. The specialist will perform duties to ensure the proper handling of various intergovernmental requests and forms. Accurate and timely processing must occur for Transmittals and other documents in accordance with established laws, rules, policy and procedures. Reviews intergovernmental packets and petitions to ensure required documents are present. Accesses EDE to complete review of documents submitted by other states. Determines if information provided is complete and processes to the local DRS or returns to the sending state via EDE. Accesses EDE to complete Status Request, Requests for Assistance and other documents that may be forwarded from other states. Responds to other states via EDE to complete RFAs, Transmittal Acknowledgment pages. Uploads documents to EDE to satisfy RFA inquiries. Initiates communications with other states via EDE. Acts as a consultant to the child support community to assist in determining why a specific action was taken such as why a case was closed or suspended or why a UIFSA petition/ packet was returned. Provides direction to the child support community on what needs to be done to allow the case to be processed to the DRS. Assists with obtaining certified copies of documents and ensures that all documents are mailed in accordance with IRS Publication 1075 and protecting FTI data and Child Support Confidential Program Information and PII. Maintain confidentiality of all information. This position assists in administering the Pennsylvania VAOPP; functioning as the repository of the Acknowledgment of Paternity (AOP) forms; liaising with Pennsylvania State Archives to transfer records to the record center for archiving; conducting quality control safeguards on AOP forms in accordance with federal data element requirements. As the Commonwealth repository for the AOP forms, manage physical and digital AOP records in accordance with federal and state retention/disposal standards. Reviews forms for acceptance as a valid AOP form which impacts the child’s ability to be covered under the father’s insurance; Social Security benefits, inheritance rights and adoption. Responsible to monitor hospitals and birthing units and analyze the data to ensure compliance with federal and state laws and program requirements and provide feedback to the DFO on hospitals and birthing units strengths and weaknesses. Provides DFO training materials, next steps for improvement, enhancements or updates to the statewide training program for the VAOPP. Monitors and tracks errors for reporting and alerts staff of errors to improve performance and compliance with Federal requirements. Oversees various reports relative to the VAOPP to compile feedback to provide to DFO. Educate DFO partners, who act as the Bureau’s liaison with the DRSs, about changes in current laws, rules, procedures and regulatory practices. Participates in the development of specialized training materials, information sheets, MS Teams presentations, PowerPoints, AOP forms, Frequently Asked Questions, and other materials needed by the hospital, birthing unit staff as well as shared with the general public and business partners needed to administer the VAOPP. Recommends modifications to the existing AOP form as well as proposing changes to state laws, rules of civil procedure and the VAOP program as societal norms change. Responsible for reviewing, analyzing, and responding to requests from parents and courts to rescind, void, or impound an AOP and dis-establish paternity. Ensures the recission request is submitted within the legal timeframes. Ensures the request is processed, PTS is updated and the mother, alleged father, DVR, attorneys, other states, and/or the DRS are notified of the action. Aids the DRSs with working their Paternity Exceptions Reports. Advises the DRS of the proper procedures for reconciling records in ePACSES. Participates in the data reliability audits by reconciling discrepancies in data elements between PTS and ePACSES. Accomplishes this by reviewing, and analyzing, the information in both systems, as well as CIS, DVR and on the AOP form. Responsible for impounding confidential records and maintaining in-house files in accordance with the required retention schedule. Maintains confidentiality of all information. Works with DOH/DVR, staff to resolve problem cases relating to the interfacing of PTS and Birth Records. Validates with the DOR AOP Processing and PACSES/ ePACSES eligibility. Works with OIM Bureau of Policy, Insurance Department and the Maternal Child Health (Healthy Babies/Kids) staff to resolve situations relating to the interfacing of MA and the Children’s Health Insurance Program (CHIP). Educates other states’ CSEAs about Application for Protected Data which allows them to obtain birth certificate information from Pennsylvania’s DOH/DVR. Completes vendor processing. Reviews discs received from DOR that contain the text and image files to ensure approved forms are scanned and uploaded into PTS. Verifies data files received from DOR to ensure system data reliability. May be assigned as a lead or backup to managing and training others on one or more of the following enforcement programs: Federal Tax Refund Offset Program, State Tax Refund Offset Program, Passport Denial Program, Voluntary Acknowledgment of Paternity Program, Federal Prosecution , Lottery Intercept Program, Lump Sum Payment, License Suspension Programs, Financial Institution Data Match Program, International Reciprocity, Helpline Call Center, Putative Father Registry, and Locate Program. May be assigned to provide peer to peer training in all areas of the CSEP and VAOPP. Develops recommendations for revisions to program policies, procedures and staff training activities that are forwarded for evaluation. Collects and maintains statistics on the AOP rejection reasons, R607 requests, State Parent Locator Service requests, Internet Access Requests, Status Request, Lottery collections, Requests for Assistance, Intergovernmental Petitions, Lump Sum payments, Child Support Website AOP Requests, AOP certification requests and Passport Denial. Participates in outreach initiatives related to Income Maintenance programs including Paternity Establishment, Lottery Intercept, and Passport Denial. Requests DRS review of complaints related to child support. Assists in outreach efforts aimed at vulnerable populations including custodial parents/caregivers, minor parents, incarcerated parents, individuals with Limited English Proficiency, persons with disabilities and children. Attends training, meetings, conference calls and workgroup sessions as appropriate. Maintain knowledge about various programs and software programs including all programs administered by the OIM, BCSE. This position collects and analyzes data on the nature and scope of inquires received and assists in the identification of error trends; providing technical assistance and guidance to the DRSs in the operation of the child support enforcement program including knowledge in the use of the automated PePACSES, JNET, CIS, Call Center /Helpline, PTS, DocuShare, Documentum and PACSES Imaging and other information technology systems current and future. The position requires becoming certified to operate JNET and CIS, CIS Imaging and Federal Office of Child Support State Services Portal and other social media platforms to perform locate services nationally and internationally. The candidate may have to submit fingerprints to comply with certification requirements. Communicates with technical staff from the Bureau of Information Systems, DVR, PACSES Helpdesk, DHS Helpdesk, JNET Helpdesk, and the contracted vendors when problems are identified between the interfaces; recommends resolutions. Provides assistance and support in the development of new computer systems and software for the Bureau’s ongoing modernization. Identify system problems to initiate the development of recommended changes and improvements in program policy and procedures. Performs assigned lead worker or liaison activities for various identified concern areas or with other agencies with which the BCSE has frequent responsibility and contacts. Such activities involve the CSES representing the BCSE on project committees, work groups, teleconferences or as lead person for certain programmatic issues. This position requires the specialist to function as a team player while also able to maintain independent work habits. Participates in interview panels when needed. Specialist is responsible for continuing education and ongoing training to maintain knowledge and functions of dynamic program changes. Performs other related duties as assigned. Travel as needed. After training, supervision is received on a consultative basis for difficult or unusual cases. |
Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature. Interprets Title IV-D, Pennsylvania BCSE Program and VAOPP regulations/procedures and independently answers inquiries in verbal and written formats. Review and comprehend written statutes, regulations, policies and procedures published by the federal and state governments, the judiciary and international child support agencies, conventions and treaties. Proofread all work products to ensure grammatical correctness, accuracy of punctuation and validity of information presented. Provides consultative/directive services to federal Office of Child Support Services (OCSS), DRS management, DRS staff, other Division staff within BCSE regarding our objectives, policies and procedures. Acts as a consultant to the child support community and public to assist in determining why petitions were mailed or why a specific action was taken in local or intergovernmental cases and/or explain why a case was closed or suspended. Evaluates if all required data elements are present to process or return to the initiating state intergovernmental transmittals. Requests additional documents for incomplete intergovernmental transmittals Evaluates if all required data elements are present to accept or reject an AOP form. Evaluates if a case meets criteria for lottery intercept and takes action to intercept funds; track payment through appeal period; authorize release of payment upon expiration of appeal period. If an appeal is filed, collect all supporting documentation, create hearing packet, and represent BCSE’s interest at any hearing. Evaluates if a case meets criteria for passport denial program reinstatement. Investigate circumstances of request to verify their authenticity. Take action to collect funds from delinquent obligors. Deny request or manually release passport. Determines which release method, expedited or overnight, is appropriate. Determines if a case should be referred to another agency and takes action to ensure the case is appropriately referred. |
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Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License Experience: Licenses, registrations, or certifications: 1. N/A 2. N/A 3. N/A 4. 5. 6. |
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Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.
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