Recognize and Provide Individualized Services to Customers

TACTICS

Accessibility Updates

Update documents on the California Child Support Services website for accessibility

Business Problem/Opportunity: Ensure all California Child Support Services applications (Arrears Calculator, Online Application, brochures, and Public Facing Guideline Calculator) are compliant with the accessibility standards.

Current Status: 100% completed

Business Outcomes: Ensure all California Child Support Services applications (Arrears Calculator, Online Application, brochures, and Public Facing Guideline Calculator) are compliant with the accessibility standards.

Critical Success Factors: ​Updated portions of the California Child Support Services website for easier accessibility.

 

Explore Giving Customers More Control

 

Explore the possibility of providing customers more autonomy over their child support case

Business Problem/Opportunity: California Child Support Services will create flexible case management services to allow customers more autonomy over their child support case. Eligible participants can choose from three enforcement suppression options to meet their child support obligations. Flexible case management will be implemented manually at the local level using existing authorities, without prompting Child Support Enforcement system changes or proposing legislative activity.

Current Status:  35% completed- Scheduled for early 2021

Business Outcomes:

  • Increase in new customers in the child support program and new and existing cases participating in flexible case management
  • Increase in payments from cases that participate in flexible case management
  • Improved customer satisfaction with case services

Critical Success Factors:

  • Established process for administering flexible case management
  • Effective communication plan to inform and educate local child support agencies and eligible participants of the available services

Explore Ability To Establish Parenting Time Orders

Explore parenting time services

Business Problem/Opportunity: To write a grant proposal seeking federal funding from the Office of Child Support Enforcement through the Access and Visitation grants. The goal is to develop programs and parenting time options for child support participants.

Current Status:  15% completed- Scheduled for 2021

Business Outcomes: If the grant is approved, California Child Support Services will have the opportunity to provide greater customer engagement by having a resource available regarding custody and visitation issues. Options to explore are: mediation, development of parenting plans, education, counseling, visitation enforcement, and development of guidelines for visitation and alternative custody arrangements.

Critical Success Factors: Increased customer satisfaction and better collaboration between California Child Support Services and Family Law Facilitators/Court Mediators.

Pilot a Program Allowing Payment Without Mandatory Income Withholding Orders

Pilot a program that allows paying parents to fulfill their child support order without a required income withholding order

Business Problem/Opportunity: Implement a pilot program that allows paying parents to make child support payments without an income withholding order.

Current Status: On hold