Promote Consistency of Processes Statewide

TACTICS

2021 Amend Regulations to Improve Efficiency of Liens

Amend regulations to improve efficiency

Business Problem/Opportunity: Review how Child Support Enforcement automatically generates real property liens, and develop solutions to standardize statewide practices to eliminate duplication or outdated processes.

Current Status: 72% completed

Business Outcomes: Reduced risk of customer complaints due to unnecessarily created liens. Improved effectiveness of real property liens, gain clarification of when to file documents for release of lien. Standardization of statewide practices and elimination of duplicate or outdated processes. Reduced workload for local child support agencies, reduced cost to parents paying support and California Child Support Services.

Critical Success Factors: Statewide policies and procedures for consistency in generating and releasing real property liens. Fewer generated liens for all paying parents. Define delinquency timeframes, establish a threshold amount, eliminate liens based upon the paying parent’s address and unverified addresses.

2021 Enhance Financial Case Management

Improve financial policies and procedures to promote statewide consistency

Business Problem/Opportunity: Child Support Financial team will facilitate the development and documentation of statewide child support financial policy and procedure as well as Child Support Enforcement system enhancements to promote statewide consistency.

Current Status: 48% completed

Business Outcomes:

  • Statewide consistency of child support financial policy
  • Increased reliability of child support financial data

Critical Success Factors: 

  • Implement Financial Restructuring Project interim solutions
  • Develop and deliver interim solutions training
  • Implement Financial Restructuring Project change request
  • Issue financial policies and procedures

2021 Reinvention of Local Child Support Agency Communication

Foster stronger relationships with local child support agencies by improving communication and streamlining consistencies statewide.

Business Problem/Opportunity: To build a stronger collaborative relationship with local child support agencies to achieve and maintain successful performance outcomes statewide.

Current Status: Scheduled for 2021

Business Outcomes: 

  • Enhanced collaborative relationships between the state and local child support agencies
  • Revision of existing compliance letters
  • Identify local child support agency compliance concerns quickly and efficiently
  • Increased compliance percentages for child support program areas
  • Recommendations to close gaps and/or correct inconsistencies

Critical Success Factors: 

  • Increase sharing of compliance reviews
  • Increase two way communication between state and local child support agencies
  • Increase compliance percentages for various child support program areas
  • Decrease compliance backlogs in various child support program areas

2021 Statewide Communication for Legal Developments

Establish statewide dissemination of information on legal developments impacting the child support program.

Business Problem/Opportunity: Presently there is no uniform method of communicating developments between California Child Support Services and the local child support agencies. Current practices typically involve discussion of legal developments among more senior child support attorneys.

Current Status: Scheduled for 2021

Business Outcomes: Development of a tool to facilitate the statewide dissemination of information concerning legal developments impacting the child support program.

Critical Success Factors: 

  • Deployment of platform to increase collaboration among local child support agency attorneys
  • Improved opportunities for local child support agency attorneys to obtain Mandatory Continuing Legal Education requirements

2021 Child Support Enforcement User Security Enhancements

Develop Child Support Enforcement modifications to increase automation of system functions.

Business Problem/Opportunity:  Currently there are insufficient policies and procedures for mitigation of risks of overlapping duties and roles. Child Support Enforcement system functionality does not currently automate security role functionality for compatibility of workloads and duties.

Current Status: Scheduled for 2021

Business Outcomes:

  • Child Support Enforcement modifications and enhancements
  • Increased automation of Child Support Enforcement functions

Critical Success Factors: Implementation of Child Support Enforcement security enhancements that automate security role functionality for compatibility of workloads and duties.

2020 - Transition to Learning Management System - COMPLETED

Implement online learning management system

Business Problem/Opportunity: Modernize online learning management system to develop training to California Child Support Services and local child support agencies statewide.

Current Status: 100% completed 

Business Outcomes: Implement Blackboard Learning Management System.

Critical Success Factors: Determined by course evaluations, successful new hire on boarding, follow-up communication and surveys to the local child support agency and Regional Trainers.

2020 - Develop Statewide Training - COMPLETED

Develop a comprehensive statewide training program for all local child support agencies

Business Problem/Opportunity: Standardize training for all local child support agencies to achieve uniformity in curriculum and delivery of program services.

Current Status: 100% completed 

Business Outcomes: Utilize local child support agency subject matter experts to provide consistent training statewide, and develop a comprehensive curriculum of procedures and Child Support Enforcement system training, as well as soft skills, for all new child support staff.

Critical Success Factors: Determined by course evaluations, successful new hire on boarding, follow-up communication and surveys to the local child support agency and Regional Trainers.

2020 - Consolidate Budget Information Systems - COMPLETED

Implement technology that assists local child support agencies in reporting budget information into one system to improve efficiency and consistency

Business Problem/Opportunity: Implement the Budget and Expenditure Claiming Application that replaces and consolidates the four lengthy applications into one, that also supports the department with its fiscal oversight responsibilities.​

Current Status:  100% completed 

Business Outcomes: Implement an integrated reporting solution that enables California Child Support Services staff to efficiently gather data on program expenditures, add or modify data, and gain accuracy of reporting.

Critical Success Factors: Successful implementation of a single integrated solution, and successful replacement and decommission of the four applications.

2020 - Improve Collaboration with Local Child Support Agencies - COMPLETED

Current Status: 100% completed 

Collaborate with local child support agencies to determine best practices for child support financial case management to promote statewide consistency through policies and procedure

Business Problem/Opportunity: Ensure statewide consistency with financial case management.

Business Outcomes: Financial unit provides development and support of Child Support Enforcement system change requests and communication forums for child support financial case management.

Critical Success Factors: Recruit, on-board, and train Child Support Finance unit staff. Implement short-term interim fixes and long-term system changes. Improve collaboration on financial case management to identify and implement best practices consistently statewide.