Recognize and Provide Individualized Services to Customers

TACTICS

Explore Giving Customers More Control or Flexibility in Case Management

50 percent bar

 

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: 52% completed

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:

  • Increase in new cases
  • Increased customer satisfaction
  • Increased payments

Increased Support to Families

80 percent bar

 

Explore providing customers with more support and money in their child support case

Business Problem/Opportunity: In response to the passage of Assembly Bill 79, the Child Support Enforcement system design must be changed to increase the support passed through to aided families.

Current Status: 80% completed

Business Outcomes:

  • Child Support Enforcement system enhancements to improve case services
  • Child Support Enforcement interface with IV-A software system
  • Increased money to families

Critical Success Factors:

  • Child Support Enforcement will receive information regarding family unit from IV-A software interface
  • Increased support successfully distributed to persons receiving support
2020 - Payment without Mandatory IWO - MOVED

* Rolled into Flexible Case Management.

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: Moved

 

2020 - Explore Parenting Time Orders - WITHDRAWN

* Grant application window did not allow for timely submission of project. 

2020 Explore Ability To Establish Parenting Time Orders

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: Withdrawn/closed

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.

2020 - Accessibility Updates - COMPLETED

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.