FAMILY MAINTENANCE ENFORCEMENT PROGRAM

JOB DESCRIPTION AND SUCCESS PROFILE
ENFORCEMENT OFFICER

The Purpose

As a member of the enforcement team, ensures maintenance orders in the caseload are proactively and cost effectively monitored and enforced in a manner that maximizes responsive and professional client service to all parties.

The Role

The Enforcement Officer is responsible for managing an assigned caseload as a member of a results-oriented enforcement team. The Enforcement Officer's work is governed by legislation, Program standards, policies and procedures, and is designed to meet or exceed individual and team goals in collections, enforcement actions and client satisfaction. The Enforcement Officer's focus is to ensure that maintenance orders filed with the Program are monitored and enforced promptly and cost effectively and that our clients and stakeholders are treated in a responsive and professional manner.

The Path (Best Practices)

• Responds to client inquiries within established periods, taking a "client-first" approach to communicating in a timely manner.
• Calls payors to negotiate payments and initiates contact with recipients when appropriate.
• Communicates respectfully with clients, answering questions about the Program's mandate and functions; establishes the most constructive relationship possible with payors, regardless of the enforcement actions taken.
• Utilizes effective communication techniques to ensure control of calls; uses active listening skills, such as paraphrasing and asking clarifying questions.
• Prepares clear, concise, and timely correspondence necessary to keep clients informed about the case.
• Effectively controls communications with clients in a respectful, client-friendly manner, whether verbal or written and knows when it is appropriate to refer a client to a manager.
• Uses "firm and fair" collection techniques to secure payment and avoid more costly and time consuming enforcement actions.
• Refers clients to other services when they need something that cannot be provided by the FMEP.

• Prioritizes daily workload and files to be processed to ensure appropriate enforcement is taken on all cases while maintaining ability to change direction as required.
• Conducts case reviews to determine enforceability and completeness of information.
• Follows up collections and enforcement actions promptly if there is any problem, questions, or disputes from clients.
• Gathers information sufficient to make decisions that increase enforcement success that is well informed and administratively fair.
• Takes appropriate action to mitigate problems throughout the life of a file.
• Manages payments efficiently and within the timeframes of Program policy.
• Engages in proactive case management by contacting clients to ensure timely payments are occurring.
• Documents and maintains accurate information in the Program database, including contacts, payment schedules, collections and enforcement actions, account reconciliation, and other parts of the FMEP system, to support ongoing case management and decision making; and to enable the Program to be accountable.
• Maintains appropriate related filing systems and procedures.
• Determines appropriate enforcement for a case (administrative or court) and acts on decisions.
• Prepares and refers cases for approvals, as necessary.

• Ensures all forms of communication meet all privacy and security guidelines.
• Accountable for maintaining Program standards for all case activity - monitoring individual cases to ensure they meet standards.

• Contributes to positive, respectful working relationships within the team, based on mutual support and encouragement, and identifying and helping to resolve problems both in the work itself, and interpersonally among team members.
• Seeks and provides information and advice from the Enforcement Manager or other Program staff as needed; keeps team leaders informed of problems arising from the work and provides suggestions to remedy the situation.
• Contributes to positive, respectful working relationships within the team, based on mutual support and encouragement, and identifying and helping to resolve problems both in the work itself, and interpersonally among team members.
• Attends and actively contributes to team meetings, staff meetings, in-house training and committees.
• Takes the initiative, where appropriate, to provide coverage for other staff.
• Reinforces the client service focus of the FMEP both internally and externally.

• Maintains current knowledge of relevant legislation, policies and procedures, community resources and computer systems as they relate to handling enquiries successfully.
• Readily applies knowledge of new and changing operating systems, policies, practices and technologies.
• Contributes to his or her own learning and that of the team by sharing information at team meetings, learning from others, and sharing knowledge, skills, ideas and suggestions.
• Willingly participates in ongoing professional development opportunities and training Programs.
• Readily adapts to constant workplace change.

The Place

• Victoria (VCO), Burnaby (LMCO), Kamloops (NICO).

The People

• Reports to Enforcement Manager
• Internal interactions include all FMEP staff within the Regional office, Payment Services, Default Fee Officer, IS Help Desk.
• External interactions include clients, attachees and government departments (including MELS, MLA offices, MEIA, courts, Federal Department of Justice), lawyers, media, and other jurisdictions.

The Performance Expectations

The Person:

Skills and Knowledge

• Experience working in an environment managing multiple priorities, i.e., within the courts system, banking, collections or similar area.
• Can assimilate and apply a lot of information.
• Ability to communicate clearly and effectively over the phone, in writing, or in person.
• Computer literacy.
• Solid financial/mathematical skills.
• Demonstrates creativity/initiative, self-starter.
• Outstanding organizational skills.
• Outstanding communication skills.
• Exercises good judgment in making people calls.

Competencies for Success

Adaptability
Willing and able to adjust to multiple demands, shifting priorities, ambiguity, and rapid change; shows resilience in the face of constraints, frustrations, or adversity, is not knocked off balance by the unexpected.

Client Focus
Anticipates client needs and takes action to meet the needs of both internal and external clients; responds quickly to client inquiries; continually searches for ways to increase client satisfaction.

Decision Making
Uses sound judgment in making timely and sound decisions; able to make thoughtful decisions under conditions of uncertainty.

Negotiating
Prepares a plan of action in advance; sets the stage for a positive outcome; takes time to build trust in the relationship; able to uncover needs, priorities, and various options of the other party; works toward an agreement both parties can live with.

Problem Solving
Gets to the root causes of things; uses multiple sources to get data and answers; comes up with more than one idea or solution to problems; grasps complexities, makes connections; projects consequences.

Works Efficiently
Allocates one's own time efficiently; handles multiple demands and competing priorities; well-organized and detail-skilled; meets deadlines in a timely manner.

ENFORCEMENT OFFICER

SUCCESS FACTORS FOR SELECTION

1. Minimum two-year college diploma or equivalent supplemented by ongoing professional development. (Required)
2. Comfortable with intense use of the computer on a daily basis. Understands how to access a database, internet and e-mail. (To be tested.) (Required.)
3. Keyboarding skill of 35 wpm. (To be tested.) (Required.)
4. Outstanding telephone skills. Uses appropriate etiquette over the phone; can manage contentious situations with ease: remains calm. (To be tested.) (Required.)
5. Minimum three years in a public contact position. (Required.)
6. Adaptability.
7. Client Focus.
8. Decision Making.
9. Negotiating.
10. Problem Solving.
11. Works Efficiently.