CHILD SUPPORT CALL CENTER MANAGER
Springfield, IL, US, 62701
Job Requisition ID: 56051
BPIS: 08486
Opening Date: 05/20/2026
Closing Date: 06/04/2026
Agency:Department of Healthcare and Family Services
Class Title: PUBLIC SERVICE ADMINISTRATOR - 37015
Skill Option: General Administration/Business Marketing/Labor/Personnel
Bilingual Option: None
Salary: Anticipated starting salary $8281 a month; Full range $8281 - $10,500 a month
Job Type: Salaried
Category: Full Time
County: Sangamon
Number of Vacancies: 1
Bargaining Unit Code: None
Merit Comp Code: Gubernatorial (Management Bill) Exclusion from RC063 Collective Bargaining Coverage
A resume is highly encouraged to evaluate your qualifications and skills as part of your application. Please attach a DETAILED Resume/Curriculum Vitae (CV) to the MY DOCUMENTS section of your application if you decide to provide one.
Why Work for Illinois?
Working with the State of Illinois is a testament to the values of compassion, equity, and dedication that define our state. Whether you’re helping to improve schools, protect our natural resources, or support families in need, you’re part of something bigger—something that touches the lives of every person who calls Illinois home.
No matter what state career you’re looking for, we offer jobs that fit your life and your schedule—flexible jobs that provide the gold standard of benefits. Our employees can take advantage of various avenues to advance their careers and realize their dreams. Our top-tier benefits and great retirement packages can help you build a rewarding career and lasting future with the State of Illinois.
Position Overview:
The Department of Healthcare and Family Services, Division of Child Support Services is seeking a highly qualified and motivated individual to join our Administration team in the role of Child Support Call Center Manager. The ideal candidate will have knowledge, skill, and mental development equivalent to four years of college, four years of progressively responsible administrative experience, and the ability to travel. Excellent communication, organizational, and analytical skills are a must for this position to be successful in developing working relationships with internal and external stakeholders, developing, and implementing policies, and serving as a full line supervisor in a call center environment. This position requires extensive knowledge of state and federal policy as it relates to child support, experience utilizing Microsoft Office programs, and accounting knowledge.
HFS values employees with different backgrounds, life experiences, and talents.
Employees receive a robust benefit package including:
- Monday-Friday work schedule
- Flexible work schedules are available in many program areas. (Remote work may be an option for certain positions.)
- Health, Life, Vision, and Dental Insurance
- Pension Plan
- Paid Parental Leave
- Deferred Compensation Program and other pre-tax benefit programs (Medical/Daycare)
- Employees earn (12) paid Sick Days annually.
- New Employees earn (10) paid Vacation Days their first year of service and can earn up to (25) paid Vacation Days annually.
- Employees earn (3) paid Personal Days annually.
- (13-14) paid holidays annually (based on start date)
If you are seeking a new opportunity, and this position appeals to you, please apply today!
At the Illinois Department of Healthcare and Family Services (HFS), we value staff as our greatest asset. We work in a spirit of teamwork to help millions of Illinoisans access high quality healthcare and fulfill child support obligations to advance their physical, mental, and financial well-being. We provide healthcare coverage for children and adults through Medicaid and other medical programs, and we help ensure that children receive financial resources from both their parents through Child Support Services. The HFS Office of the Inspector General investigates, audits and reviews program activity to ensure the integrity of our programs is maintained.
HFS is committed to promoting and preserving a workplace culture that embraces diversity, equity, and inclusion. We welcome and value employees with different backgrounds, life experiences, and talents. It is the collective sum of our individual differences that provides a broad perspective, leading to greater innovation and achievement. In recruiting for our team, we recognize the unique contributions of each applicant regardless of culture, ethnicity, race, national origin, sex, gender identity and expression, age, religion, disability, and sexual orientation. HFS is an equal opportunity employer.
Essential Functions
- Serves as the Child Support Call Center Manager by planning, directing and evaluating the statewide Customer Service Call Center for the Child Support Services (CSS) program
- Serves as full line supervisor
- Evaluates and reviews Customer Service Call Center functions and performance standards through established program goals and objectives
- Implements and directs management studies
- Develops and maintains cooperative working relationships with other state, local and public agencies and with the Attorney General’s office and the legal community
- Plans and conducts monthly team meetings
- Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above
Minimum Qualifications
- Requires knowledge, skill, and mental development equivalent to completion of four (4) years of college
- Requires prior experience equivalent to three (3) years of progressively responsible administrative experience in a public or business organization
Preferred Qualifications
- Two (2) years of supervisory experience in a call center environment assigning work, providing guidance to subordinates,
recommending counseling and/or discipline following collective bargaining agreements, training staff and approving time off - Two (2) years of administrative experience working with and interpreting a Child Support Maintenance/Tracking system, especially complex financial screens
- Two (2) years of experience interpreting and evaluating state and federal policy as it relates to Child Support
- Two (2) years of professional experience establishing and monitoring quality control protocols for a private or public organization
Conditions of Employment
- This position requires the ability to pass a national background check prior to employment due to accessing confidential federal tax information.
- Requires the ability to maintain and utilize state issued equipment such as a laptop
- This position has been found to meet the requirements in section 4A-101 of the Illinois Governmental Ethics Act requiring the occupant /employee to file a Statement of Economic Interest. The Illinois Governmental Ethics Act (5 ILCS 420/4A et seq.) requires certain state officials and employees to file annual Statements of Economic Interest with the Office of the Secretary of State that will be made available for examination and copying by the public. All employees required to file a Statement of Economic Interest are also required to file the Supplemental Statement of Economic Interest with the Executive Ethics Commission. (See Executive Order 15-09) Fines and penalties apply to untimely filings
- The conditions of employment listed here are incorporated and related to any of the job duties as listed in the job description
Work Hours: Monday - Friday 8:30 am - 5:00 pm
Headquarter Location: 607 E Adams St, Springfield, Illinois, 62701
Work County: Sangamon
Email: HFS.DCSSApps@illinois.gov
Posting Group: Leadership & Management
The main form of communication will be through email. Please check your “junk mail”, “spam”, or “other” folder for communication(s) regarding any submitted application(s). You may receive emails from the following addresses:
- donotreply@SIL-P1.ns2cloud.com
- systems@SIL-P1.ns2cloud.com
Nearest Major Market: Springfield