Rhonda Miles
Denver,CO
Summary
Dedicated Child Support Enforcement Specialist with a focus on compliance, problem-solving, and teamwork. Proven track record in managing complex cases and enhancing child support enforcement strategies.
Overview
10
10
years of professional experience
Work History
Child Support Enforcement Specialist
Department of Denver Human Services
Denver, CO
11.2021 - Current
- Managed 500 + child support cases to ensure compliance with state regulations and guidelines.
- Enhanced child support enforcement by conducting thorough case investigations and analysis.
- Provided compassionate guidance and resources for custodial parents seeking assistance with child support matters.
- Maintained strict confidentiality while managing sensitive information related to clients'' personal lives and finances.
- Managed a high volume of complex cases, ensuring accurate documentation and timely resolution of issues.
- Advised clients on available services such as employment assistance programs, to promote self-sufficiency among non-custodial parents.
- Increased timely payments by implementing effective enforcement strategies tailored to individual case circumstances.
- Negotiated fair settlements between disputing parties, resulting in amicable agreements beneficial to all parties involved, especially the children.
- Maintained detailed case histories, metrics and reports to meet strict standards.
Child Support NIVD Court/Program Specialist
State Department of Human Services
Denver, CO
11.2018 - 11.2021
- In my current role, I continue to perform many responsibilities from my previous position while taking on new duties. I step into a leadership role when my supervisor is out of the office, providing guidance and support to the team during daily operations.
- Monitor and respond to emails received in the Employer Mailbox, determining the appropriate resolution for employer-related inquiries. I work daily WE and Exceptions reports for NIVD and IVD cases issued by county courts and handle court-related inquiries from the Customer Service Mailbox for NIVD cases.
- Provided court training to judges and judicial staff as needed, covering topics such as the Family Support Registry—who we are and the services we provide. I assist judicial staff in creating NIVD cases when required information is missing and cannot be obtained from the involved parties.
- Researched employer refund requests and determine whether payments should be returned. I conduct New Worker Training for county staff on Employer Services and NIVD processes. I assist county caseworkers with coupon inquiries and track daily statuses for Master-Touch Daily Reports.
- Troubleshoot employer issues with the Child Support website and support county caseworkers with Social Security Administration inquiries. As the subject matter expert for eIWO, I resolve employer and SSA errors and reissue Income Withholding Orders (original, termination, or lump sum) upon request.
- Maintained ongoing communication with county caseworkers, providing updates and resolutions to their requests to ensure timely and accurate support.
Child Support Employer Services Specialist Tech II
State Department Human Services
Denver, CO
11.2015 - 11.2018
- In this role, I provided customer service and technical support to employers regarding child support wage withholdings and related processes. My responsibilities included:
- Providing customer service to employers regarding Child Support Wage Withholding (IWO) and National Medical Support Notices (NMSN)
- Documenting correspondence received through Smart Image Viewer in ACSES
- Assisting employers with issues related to the Child Support Services website
- Submitting problem logs for stop payment requests, payments sent in error, or payments applied to incorrect cases
- • Assisting employers with the New Hire Reporting website, including employee registration and password resets
- • Provided payment records of child support payments upon request
- • Researched and updating employer addresses in the employer file for returned Income Withholding Orders, and reissuing them via fax, mail, or email
- • Assisted employers with questions regarding federal and state child support laws, guidelines, and withholding requirements
- • Processed eIWO (electronic Income Withholding Order) files by entering employer information into ACSES to enable electronic order delivery
- • Processed county Adds/Mods files received from county technicians to verify and update company information for accurate IWO delivery
- Processed and resending child support Income Withholding Orders as requested
- Assisted callers from other state child support agencies and Colorado caseworkers with employer-related case issues
- Updated case chronology in ACSES to document case activity and communications
- Provided callers with information on setting up electronic payments for child support
- Processed and documenting bankruptcy notices in ACSES
- Updated employer file inquiries for the Family Support Registry
- Lead role in the manager’s absence by assigning daily work tasks to team members
- Provided cross-departmental coverage within the Family Support Registry Child Support Services as needed
Education
High School Diploma -
Centennial High School
Champaign, IL06-1992
Skills
- Teamwork and collaboration
- Attention to detail
- Reliability
- Organizational skills
- Excellent communication
- Multitasking Abilities
- Problem-solving
- Active listening
- Adaptability and flexibility
- Task prioritization
- Word & Excel
- Microsoft Outlook
Timeline
Child Support Enforcement Specialist
Department of Denver Human Services
11.2021 - Current
Child Support NIVD Court/Program Specialist
State Department of Human Services
11.2018 - 11.2021
Child Support Employer Services Specialist Tech II
State Department Human Services
11.2015 - 11.2018
High School Diploma -
Centennial High School