Promote Consistency of Processes Statewide

TACTICS

Improve Collaboration between California Child Support Services and Local Child Support Agencies

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

Current Status: Scheduled for 2020

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.

Transition to Learning Management System

Modernize online learning management system to develop training to California Child Support Services and local child support agencies statewide.

Business Problem/Opportunity: Implement Blackboard Learning Management System.

Current Status: 58% completed

Business Outcomes: Blackboard Learning Management system launched at California Child Support Services in April. Launch for local child support agencies in progress.

Critical Success Factors: Complete launch of Blackboard Learning Management system at California Child Support Services and local child support agencies. Provide training to staff on how to utilize system.

Develop Statewide Training

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: Green circle indicating task has started 65% 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.

Consolidate Budget Information Systems

 

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:  90% 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.

Amend regulations to improve efficiency

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 time frames, establish a threshold amount, eliminate liens based upon the paying parent’s address and on unverified addresses.