Kidsline Customer Service Agent

Work for Indiana

Begin a fulfilling career with the State of Indiana by joining one of the largest employers in the state, offering a range of opportunities across 60+ agencies. At the state, you'll find competitive compensation, a robust benefits package and a commitment to work-life balance. Most importantly, you'll have the chance to make a real and measurable impact on the lives of Hoosiers across Indiana.

About the Department of Child Services (DCS):

Join a group of passionate, dedicated public servants to support one of Indiana’s most critical missions!

The Department of Child Services helps children who are victims of abuse or neglect and strengthens families through services that focus on family support and preservation. We pursue permanency for children and families through reunification, guardianship, and adoption. Our services also encompass foster care, child support, and transitional support for those adjusting to adulthood. Our culture is built upon our MVP foundation:

Mission: Champion Indiana’s future by protecting children and strengthening families with compassion and determination.
Vision: Every child in Indiana thrives in a safe, loving, forever home.
Purpose: Ignite hope. Cultivate joy.

Role Overview:

The Kidsline Customer Service Agent provides excellent telephone customer support to child support case participants who contact the Child Support Call Center. The Kidsline Customer Call Center is the primary source of information for the participants who have child support cases. Using good communication skills, and on-the-job training, you will assist Custodial Parties, Non-Custodial Parents, Employers, County Prosecutors, County Clerks, Other State Agencies, and attorneys with a broad range of child support questions. You will be an expert on a variety topics and will answer complex human service questions.

This position is in the central DCS Offices at the Indiana Government Center in Indianpolis, Indiana.

Salary:

The salary for this position traditionally starts at $34,216.00 but may be commensurate with education or work experience. Use our Compensation Calculator to view the total compensation package.

A Day in the Life:

Responsibilities include:

• Answer phones, address caller issues, update critical employee and company data, and provide lump sum totals.
• Respond to emails and facsimiles for the helpdesk.
• Research the Indiana Support Enforcement Tracking System (ISETS), resource programs, and the Internet to update employer information.
• Phone, email, or correspondence to obtain verified data.
• Respond to requests from county prosecutors to add, update, or delete employer information.
• Train employers and county caseworkers on policy and procedures.
• Review reports to identify employers, change addresses for employers and participants, or update critical employee data.
• Review and update data reports to ensure accurate employer data.

The job profile is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time.

What You'll Need for Success:

Individuals in this role should minimally be able to articulate or demonstrate the following:

• General knowledge of the program area.
• Basic knowledge of the rules and regulations pertaining to the assigned program area and its affects upon other agency operations.
• Ability to gather and compile program materials.
• Ability to communicate effectively.
• Ability to operate effectively in a group decision-making process.
• Tact in dealing with other agency personnel and the public.
• Basic knowledge of accounting principles.
• Ability to perform essential functions with or without reasonable accommodation.

A degree is not required.

Supervisory Responsibilities/Direct Reports:

This role may be utilized in a supervisory capacity based on agency needs.

Benefits of Employment with the State of Indiana:

The State of Indiana offers a comprehensive benefits package for full-time employees that includes:

• Three (3) medical plan options (including RX coverage) as well as vision and dental plans
• Wellness Rewards Program: Complete wellness activities to earn gift card rewards
• Health savings account, which includes bi-weekly state contribution
• Deferred compensation 457(b) account (similar to 401(k) plan) with employer match
• Two (2) fully-funded pension plan options
• A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to:
  • 150 hours of paid New Parent Leave and up to eight weeks of paid Childbirth Recovery Leave for eligible mothers
  • Up to 15 hours of paid community service leave
  • Combined 180 hours of paid vacation, personal, and sick leave time off
  • 12 paid holidays, 14 in election years
• Education Reimbursement Program
• Group life insurance
• Referral Bonus program
• Employee assistance program that allows for covered behavioral health visits
• Qualified employer for the Public Service Loan Forgiveness Program
• Free Parking for most positions
• Free LinkedIn Learning access

Equal Employment Opportunity:

The State of Indiana is an Equal Opportunity Employer and is committed to recruiting, selecting, developing, and promoting employees based on individual ability and job performance. Reasonable accommodations may be available to enable individuals with disabilities to complete the application and interview process as well as perform the essential functions of a role. If you require reasonable accommodations to complete this application, you can request assistance by contacting the Indiana State Personnel Department at jobs@spd.IN.gov.