DSHS ESA Support Enforcement Technician

DSHS ESA - Support Enforcement Technician, In this role, you will use your knowledge and independent judgment to provide essential child support services to families across the community. This position directly supports Support Enforcement Officers by assisting with case setup, locating parents and custodial parties, and coordinating services with outside partners. Using a variety of computer systems, technology, telephone, and in-person interactions, you will help ensure timely, accurate, and effective child support services, playing a key role in promoting financial stability and well-being for children and families. Some of what you’ll do:

• Enter, review, and maintain accurate case information in the Support Enforcement Management System (SEMS), including screening, transferring, and setting up new cases using independent judgment.
• Provide professional customer service using a multi-line phone system and in-person contact, responding to inquiries from clients, staff, and partner agencies while adhering to confidentiality requirements and de-escalating sensitive situations.
• Conduct paternity establishment, locate activities, and case research by accessing multiple databases, credit bureau information, and documentation to determine appropriate case actions.
• Support Support Enforcement Officers, Claims Officers, and County Prosecutors by updating case data, preparing legal documents and packets, submitting materials to the Office of Administrative Hearings, and issuing notices of hearings or continuances.
• Review referrals and specialized caseloads to determine paternity or adoption status, obtain Paternity Affidavits and Certified Birth Records, and identify cases appropriate for transfer to a Support Enforcement Officer.
• Process payments, mail, and documents in compliance with strict internal controls and federal timelines, including receipting payments, preparing deposits, imaging and indexing records, and managing certified and outgoing mail. Coordinate services with outside vendors and work collaboratively within the Customer Service team to meet service goals, provide coverage as needed, and deliver internal support to Support Enforcement Officers and Claims Officers.

If you have a passion for providing excellent customer service and enjoy working in a fast-paced environment with a variety of tasks within a positive team setting, consider this exciting opportunity. The Economic Services Administration (ESA), Division of Child Support (DCS) is currently seeking a Support Enforcement Technician to join our team in Wenatchee, Washington., * Consistent attendance, reliability, and punctuality.

• Ability to work effectively as part of a team while also working independently.
• Ability to identify discrepancies, follow established procedures, and produce accurate, high-quality work with close attention to detail.
• Commitment to confidentiality, professionalism, and ethical conduct.
• Strong customer service skills, including the ability to interact effectively with individuals who may be emotionally charged or challenging.
• Ability to stay focused, adaptable, and productive in a fast-paced work environment.

• Skill in managing multiple priorities, shifting tasks, and meeting deadlines. Proficiency with keyboarding and Microsoft Windows programs, along with the ability to understand and communicate child support-related statutes, regulations, and programs., * Two years of college level coursework OR

• Two years of customer service related experience within a program and/or services related to research, investigation, auditing, writing, reporting, administration, law enforcement, community relations, or allied field OR An equivalent combination of education and related experience, totaling two years, Prior to a new hire, a background check including criminal record history may be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to perform in the job. This announcement may be used to fill multiple vacancies. Employees driving on state business must have a valid driver’s license. Employees driving a privately owned vehicle on state business must have liability insurance on the privately owned vehicle.

The Department of Social and Health Services’ (DSHS) vision that people find human services to shape their own lives requires that we come together with a sense of belonging, common purpose, shared values, and meaningful work. It is crucial to our agency’s vision that you bring a fairness, access, and social justice commitment to your work with DSHS. We strive to support all Washingtonians, including Black, Indigenous, and People of Color, people with physical, behavioral health, and intellectual disabilities, elders, LGBTQIA+ individuals, immigrants and refugees, and families building financial security.