Support Report

Newsletter 1 Suppor t Repor tOrange County Department of Child Support Services

2019 WINTER EDITION2 OC CSS INDEX CPRT SURPASSES ITS THREE MILLION DOLLAR GOAL PAGE # 4 SHOW ME THE MONEY PAGE # 5 NURTURING YOUR GARDEN PAGE # 6 CHILD SUPPORT SPECIALISTS IN LEGAL SERVICES PAGE # 7 NATIONAL GRANT PAGE # 8 KEEPING UP WITH TRENDS PAGE # 9 BRINGING SMILES WITH OPERATION SANTA CLAUS PAGE # 10 DONATIONS DO MAKE AN IMPACT PAGE # 11 PEFECTLY PLAID HOLIDAY PAGE # 12-13 AROUND CSS PAGE # 14

Newsletter 3 FROM THE DIRECTOR -Steven Eldred Iwould like to share my thoughts with you on two topics But what does it mean when an organization is out of this month: Transitions and Alignment. alignment? What if the leadership thinks that the policies Organizations go through changes all the time. Most and priorities are one thing, and the actual practice are small, incremental changes that we barely notice. on the street is different? Or if one unit is pulling the A person goes, a new person comes in; a new policy customer in one direction, and another unit in another affects one unit or a new piece of equipment is installed direction? One unit promises a ‘soft’ approach that on another floor. Sometimes the changes are more emphasizes supportive services. Another unit, at the pronounced: a new case-management system, a new same time, threatens the customer with all sorts of dire office location requires a move across town. One big consequences over non-payment. What is the customer difference is how the organization views the change – is it to think? cause for crisis or is it an opportunity? So how do you know if the team is in alignment, and CSS will have a significant number of retirements this if it isn’t, how do you fix it? There is one sure tool for winter. Some people are leaving because of other job creating and maintaining good organizational alignment opportunities, some for family obligations, and some – transparency. Does everyone understand the goals because 35-40 years is a long time to work at one job! and guidance? Do we agree that the written policies and Their absence will create opportunities for individuals in procedures are actually practiced at the customer level? the form of temporary or permanent promotions. The And if there is any disconnect between what is promised vacancies will allow leaders and teams to discuss what the and what is practiced, do we feel empowered to speak core missions and tasks of a unit are, and what tasks we up? That doesn’t mean we agree with everything! But when can afford to delay or stop. Maria and I look at we disagree, we feel empowered to speak up and say the personnel changes and the resulting task “I don’t understand” or “In my experience, I don’t think review as a great opportunity. Let’s openly that will achieve the goal you’re describing.” That should discuss what we do, and how we do it. generate a wider discussion of “Why do you think that? We can challenge ourselves to take on Let’s discuss it and see if we can learn anything more.” new roles and volunteer for leadership There are times that we don’t agree with the policy or opportunities. Most important, let’s guidance or procedure. Oh, we understand it, we just learn throughout the process. disagree. Because we work together toward a common The second topic is Alignment. If goal, that’s when we support the common effort but do your back is out of alignment you may so with an open mind. Time will show which approach experience discomfort in your back or legs. was better suited to achieve the goal, and if we need to A chiropractor or physical therapist change direction, we can. might be helpful in getting you I urge all of us to make sure that we as individuals, as straightened out to take pressure team members and as part of the larger Department are off nerves or joints. If your car “in alignment” with department policies, procedures and is out of alignment your tires guidance. And if something is out of alignment, we bring wear more rapidly and may it up and spark a discussion – do we need to change the drift to one side while driving policy or the way we’re carrying it out? I trust we’ll all be – making steering difficult. more productive! Getting to a mechanic to resolve your wheel alignment problem won’t just save you money, it may save your life!

4 OC CSS CPRT Surpasses Its Three Million Dollar Goal! By Salvador Villalpando This past Federal Fiscal Year (FFY), Collections and Performance Reports Team (CPRT) had great success! Staff continued to engage with customers, build relationships and encourage payments via credit cards and IWOs. To challenge staff, and in an effort to provide a positive impact in performance, CPRT set a 3-million-dollar goal in credit card collections for FFY 2018. Staff’s hard work and commitment yielded remarkable results! Not only did we meet the goal - we surpassed it! Collecting $3,010,301.61 with 5,254 payments! CPRT’s main duties include working reports to identify cases that will positively affect Federal Performance Measures. These reports are created by DCSS and CSS and are used to identify and take actions on cases, including: Improving case performance by cleaning up/validating data in CSE Calling NCP for payment Sending payment reminders CPRT’s goal is to increase the number of ongoing re-occurring payments on these cases by either generating an IWO or enrolling NCP in the monthly auto-pay program. Currently, CPRT is in the process of assessing all existing reports to re-evaluate their impact and is in testing phases for a web-based Case Management Tool. Upon completion, this new tool will help refine the way reports are worked and improve efficiencies. This past year, while going through restructuring and movement, CPRT staff remained focused on building relationships with customers. This focus continues motivating staff to increase collection efforts for FFY 2019 and provide financial support to the families we serve.

Newsletter 5 Show Me the Money! By Carmenita Reliford On November 1, 2018, Legal Services Teams The campaign itself is geared at obtaining collections kicked off their annual collection campaign with from non-custodial parents during the court work-up a football-themed rally. Inspiration came from the process, when contact is made to obtain income and movie “Jerry McGuire” in which Tom Cruise shows his expense information. This point of contact poses the dedication to the representation of his client’s financial greatest opportunity to review the case balance with future by saying the now famous words, “Show Me the non-custodial parent and request a payment in any the Money!” Legal Services’ goal is to increase overall amount. collections within teams by 2% for FFY 2018 - 2019. This call for passion and commitment struck a note MONEYShow me the with Legal Services, who in our daily desire to provide is an idea that sparks a excellent customer service, also initiate collections reminder that collections are important and continue with enthusiasm and fervor. to be a big part of what we do at CSS. It is an overzealous statement that inspires us to ask for a payment and The rally included drafting teams and nominating team know that any payment received is directly in line captains. Stadium snacks included popcorn, pretzels, with our core mission of helping parents successfully and chips. Football decorations sealed the theme. support their children. Five teams were formed, consisting of five members and a team captain, who all work independently on daily collections. Individual and team incentives are provided along the way to motivate staff and encourage movement toward the campaign goal. “All kids need is a little help, a little hope, and somebody who believes in them.” - Magic Johnson

6 OC CSS Nurturing Your Garden By Casey Aguilar There comes a time when our gardens can become overrun and wilted. Just as a gardener uses a variety of tools and remedies to keep plants healthy and looking their best, leaders need a variety of tools and tips to help staff flourish. At work, a poor attitude or negative behavior can be signs of burnout, feeling unappreciated or a clear need for nurturing! Every workplace deals with some level of negativity. If left unaddressed, it can eat away at team goals, relationships between team members, and could ultimately affect the service we provide to our customers. Leaders can ask themselves the following questions to more closely examine negative behaviors: Do the individual’s actions vary from the overall expectations set for employee behavior? What is the impact of the individual’s behavior? What is the effect of this individual’s behavior on other employees or customers they interact with? Depending on the answers, leaders may need to address the behavior with the individual. The strategies below can be used as part of the discussion: Acknowledge that having conversations and addressing feedback that is difficult to discuss can be awkward. Keep the discussion results-oriented and let the person know you are bringing the topic up because you want them to be successful. Be specific about what needs to change and involve them in the process. Highlight the good things that are likely to happen when the person changes their behavior. Leaders can use the strategies above to nurture staff and address negativity in the workplace. To keep staff thriving and help your team flourish, provide a variety of challenging assignments and seek out opportunities to recognize staff for their positive behaviors and hard work! “To plant a garden is to believe in tomorrow” -Audrey Hepburn

Newsletter 7 Top left to bottom right: Gustavo Ramirez, Lisa McKay, Alma Rubalcava, Alex Velazquez, Jennifer Sanks, and Angelica David Child Support Specialists in Legal Services By Jennifer Sanks In October, five selected Child Support Specialists (CSSs), Currently, they are also actively training to scribe inside Angelica David, Lisa McKay, Gustavo Ramirez, Alma the courtrooms, which involves: Rubalcava and Alex Velazquez, joined Legal Services Specialized Team, supervised by Jennifer Sanks. Their Taking notes and capturing information needed on eagerness to learn and adaptability has helped each of orders these individuals come a long way since their arrival! KUDOS to Sr. CSSs and Attorney Clerk teams for taking Documenting pertinent details of the hearing, active and integrated hands-on approach in cross training such as which parties appeared, court interpreter’s the CSSs in their various responsibilities. information, DDC appearing We are excited to announce they are now independently Capturing breakdown of child support and child care moving forward with responsibilities including: amounts that are vital to the order’s accuracy Handling Responsive Declarations Lisa McKay said, “Transitioning from Enforcement to Legal for me has felt seamless, thanks in large part to Reviewing Answers and completion of Declarations the support of the entire Legal team. Having previously to calendar MFJs just reviewed court orders to now taking an active role in generating an order that is accurate has been a great Assisting customers with questions regarding SLMS, learning experience. I enjoy the rhythm of court and bank levy, payments and general case inquiries at being able to assist our customers there and at Self Help.” LJC (Self Help Desk) We are very pleased to have CSSs join Legal Services and Generating MOOs in the courtrooms at LJC eager to see how they continue to develop and grow in their next phase: scribing inside the courtroom. Managing additional tasks

8 OC CSS Digital Marke National Grant By Brandon Bankovich When it comes to innovation, we are setting the bar once again. CSS was recently awarded a federal Section 1115 grant in the amount of $141,533 by the Office of Child Support Enforcement (OCSE) as part of a national digital marketing demonstration project. The federal grant aims to increase public awareness of the child support program to eligible families; more specifically, to test digital marketing strategies that will help child support programs more effectively serve and reach families. Beginning December 2018, CSS began running our initial 90-day digital audio and visual advertisement campaigns, also known as interventions, through Pandora and iHeartRadio. The ad targeting Orange County families in 16 zip codes identified as particularly underserved will link potential customers directly to our Case Opening webpage. Next, during the two-year project period, we will roll out two additional 90-day interventions through both media outlets. These campaigns will run May - July and October - December. This project also highlights the incredible collaborative efforts of various units throughout CSS. Here is how units are contributing to digital marketing initiatives: Marketing & Communications Team created a digital ad and scripted a voice-over promoting the benefits of child support services and the ease of opening a case. These ads are currently airing on Pandora and iHeart radio. (Click on the logos to listen.) Case Operations is setting up a direct telephone line for potential customers (who CSS are linked through our ads) to assist with questions about opening a case with our office. Research Team will establish a baseline measuring website traffic, customer applications and contacts prior to the interventions, monitor all data elements throughout the campaign and subsequently evaluate the outcomes and impacts post-intervention. Kudos to everyone involved in helping promote our services to parents! This truly is an exciting opportunity for CSS to be part of the national efforts to increase awareness about our program, ultimately helping more families achieve financial stability.

Newsletter 9 eting for CSS Keeping Up With Trends By Violeta Garcia You may be asking what digital marketing is, or Last year, MCT launched a robust and exciting digital perhaps you are very tech-savvy and know all about marketing campaign with the Honda Center, Pandora and these latest innovations in technology when it comes iHeart Radio. Concertgoers and other event attendees at to advertising. Digital marketing refers to advertising the Honda Center will view our digital ads on over 550 provided by digital channels such as search engines, monitors throughout the venue. A targeted audience will websites, social media, email, and mobile apps. Digital listen to our Pandora and/or iHeart radio ads. We are marketing allows us to reach more customers while also in the process of refreshing our website to simplify increasing our visibility in the “online world” - where our message, make the website easier to navigate and our customers are consuming real-time information on modernize the look and feel. On a continuous basis, mobile devices, twenty-four hours a day. You may have we are reaching out to customers via email for very noticed ads as you scroll through your social media important things like payment reminders, setting up for platforms, while listening to your favorite station on recurring automatic payments, providing new employer Pandora or on big screens at concert/sporting venues. information and much more. Log into your email and you will find a long list of digital ads promoting anything from your friend’s new beauty Not only are we getting “more bang for our buck” with products to what is new on Netflix. digital marketing campaigns but also through analytics, we can measure the success of campaigns. For example, CSS is keeping up with these marketing trends too, while as of January 29, the learner videos on CSS’ YouTube promoting simple messaging – “We are Here to Help.” channel had over 4,900 views! Our Facebook page has We have increased our online presence with a Facebook over 1,000 likes and followers! and YouTube channel. Facebook content is now being developed to promote services, feature educational So next time you are at the Honda Center, listening to videos, provide personalized responses to customers, Pandora or iHeart radio, or on Facebook, and hear/see a digital ad regarding child support, don’t be surprised and build more engagement. Our YouTube channel if you find yourself asking, “Was that ad about my Child features learner videos on relevant topics Support Services office?” Yes, it was. including Opening a Case, COAP, Requesting a Modification and much more.

10 OC CSS BOrinpgeingraSmtiiloesnwith Santa Claus By Esther Hernandez “NCP’s son’s eyes lit up and he had the biggest At CSS, we are not just employees coming to work; ”smile on his face we are a family that works hard for our customers and community. Recently, we demonstrated our family awareness and unity by contributing to a worthy cause. Gift distribution is a secondary part of Operation Santa Operation Santa Claus is an annual gift drive held during Claus; as an Agency with direct customer contact, CSS the holiday season. Through this operation, toys and staff see the positive impact first-hand. With permission goods are distributed to help brighten someone’s life from the parent, Customer Service Contact (CSC) teams during the holidays. This year through notifications, have the pleasure of offering toys to the children that word of mouth and collection bins at our main lobby, we accompany parents. Here are some exciting comments were able to reach out and communicate the need. from staff, “…NCP’s son’s eyes lit up and he had the biggest smile on his face...”; “…when the little girl saw You clearly heard the call to action and responded! the baby doll in the toy stroller, she hurried over with the You contributed an astounding 178 gifts consisting of biggest smile…”; “…NCP’s face lit up like the fireworks on toys and goods for our community! Collections made the Fourth of July…”. This is a surprise that we offer our spoke louder than words. All who contributed made a customers and their children during the holiday season. difference in someone’s life! A special “THANK YOU” CSS came together as a family and displayed our goes out to Christine Nguyen’s Vietnamese American commitment to our community. Thank you for making Bar Association for their supplementary efforts to the this year’s gift drive a success! Operation Santa Claus Gift Drive.

Newsletter 11 Donations Do Make an Impact By Christine Nguyen Toys, toys and more toys! It was hard to miss all the Bash and Toy Drive at Eats Kitchen & Bar in Irvine where toys surrounding the holiday tree as you walked by the donations were collected. lobby during the annual December Operation Santa Claus Gift Drive. CSS’ staff and the members of the Vietnamese Thanks to VABASC’s members and their sponsors Victor American Bar Association of Southern California (VABASC) L. George Law Offices, Chugh, LLP, and California Bar generously contributed gifts, filling the bins to the max. Essay Drills, two carloads of toys were packed with teddy VABASC is an association of attorneys, judges, law bears, board games, toy cars, dolls and many other toys professors, and law students. Their mission is to encourage and delivered to CSS. With the help of Chief Attorney Dee and promote professional growth among its members and Dinnie, and fellow colleagues Julia Montgomery and Josh affiliates in addition to serving the community by using Lee, we unloaded mounds of toys in the lobby and filled their resources and expertise. the bins, which overflowed under the holiday tree. Each year, VABASC’s board holds a vote to determine We are very thankful for the contributions of VABASC which organization will receive their annual donation. members, their affiliates and CSS’ staff for making this toy For a second year in a row, Operation Santa Claus Gift donation a huge success and spreading joy to children of Drive was top on the list and selected for the donation. Orange County. On December 5, 2018, VABASC hosted its annual Holiday

12 OC CSS Perfectly Plaid Holiday By Maria Ruiz Even the storm of the century, or at least of December, did not spoil the fun for attendees of the 2018 Perfectly Plaid Holiday event. From the moment guests arrived at the venue, they were greeted with warm and welcoming holiday cheer. The simple yet festive plaid décor, which included lovely lantern centerpieces and beautiful wreaths, set the tone for a cozy jolly experience. Guests were instantly drawn to the selfie station area, complete with a charming winter backdrop and fun props for everyone to strike their best pose. The tranquil and joyful ambiance was further highlighted by the smooth sounds of guitar music playing as guests socialized and enjoyed their meals. The holiday luncheon is always a great opportunity for staff to step away from the office and catch up with old friends. We certainly hope it was a fun and entertaining time for all in attendance! This great event was made possible in part by all the help from wonderful staff who support the various fundraising efforts throughout the year. Likewise, a much deserved ‘thanks’ to the dedicated Social Committee members who work hard behind the scenes planning, organizing, and strategizing to ensure the annual luncheon event goes off without a hitch. Click on image below to see the Perfectly Plaid Holiday moments. CSS holiday LUNCHEON

Newsletter 13

AROUND CSS14 OC CSS INDEX COMMITMENT TO EXCELLENCE PAGE # 16-22 • SUPERVISOR OF THE QUARTER • TEAM OF THE QUARTER • MANAGER OF THE QUARTER • DOROTHY BOND DIRECTOR’S CHALLENGE COINS PAGE # 23 CUSTOMER SERVICE COMPLIMENTS PAGE # 24-25 GROWTH THROUGH DEVELOPMENT PAGE # 26 SERVICE AWARDS & NEW HIRES PAGE # 27

Kindness is like snow - it beautifies everything it covers. -Kahlil Gibran

16 OC CSS COMMITMENT TO EX The Commitment to Excellence Award is presented to CSS employees in recognition of outstanding achievement, exemplary attitude or commitment to staff and customers. The following staff being recognized today were nominated by their supervisors or peers. Nominated by Le Pham – It is my The ‘Tis the Season to be Cyber ANTONIO CASTILLO pleasure to nominate my colleague, Careful’ lobby display, which was TonTon, for Peer of the Quarter. completely designed and owned by TonTon’s current assignments TonTon, greatly impressed DCSS CEOs include ISM, IRS Publication 1075, when they visited our agency earlier OCIT Security Policy, PPM monthly this year. Talent and personality Department updates, Custodian of rarely come together, but this is not Records, Confidentiality and DRA/ the case with TonTon, he is always Compliance Review. TonTon is also an very helpful and willing to share his expert in Excel and Access Database. knowledge. My cubicle is adjacent He creates almost all of the matrices to TonTon and he constantly comes for our team, which facilitates to my rescue whenever I need his tracking of our daily tasks. In addition, assistance with citing a law or Excel TonTon is very creative and skilled in functions and formulas. Thank you infographic techniques. TonTon for being a part of the PPM and CSS family! SERGIO LOPEZ Nominated by Sandi Riddle – Sergio He is always cognizant of what is going is extremely deserving of the Peer on at our hearings, and whenever a of the Quarter Award. As a DDC, I document or form is needed, he is appreciate how Sergio anticipates ready with it, without even having our needs so well in court, sometimes to ask. Sergio’s performance goes spotting issues before we do and above and beyond, and we really alerting us. appreciate him. Thanks, Sergio!

Newsletter 17 XCELLENCE AWARDS ALICIA TAYLOR Nominated by Iriss Barriga – Alicia goes to LRCs relevance and CSS as an above and beyond as a Child Support agency. Having her as an employee Specialist. When Enforcement is what makes this agency thrive. In and Interstate Teams merged her addition, Alicia is always willing to insight on complex questions, ways take on extra interstate tasks when of processing transmittals and there is a need, without having to be replying to other states became asked. Her initiative, knowledge and apparent and an invaluable asset. disposition make CSS a great place Her previous years of experience to work. Without Alicia, I would be with other jurisdictions have made drowning in a sea of interstate but her a superstar and most valuable thanks to her help, I am afloat and team player. Alicia’s knowledge adds can see the days end! “Excellence is the gradual MARLO GARCIA result of always striving to do better.” -Pat Riley Nominated by Cynthia Magallanes – It is my pleasure to nominate Marlo Garcia for Peer of the Quarter. Marlo is deserving of this award as she consistently goes above and beyond her current assignments. I have had the pleasure of working with Marlo for the past three years. Anytime her assistance is needed, she is always ready to help. Her positive ‘can-do’ attitude is greatly valued and is an asset to customer service. When Community Resource Center had a vacancy, Marlo jumped in and assisted without hesitation. She quickly learned the process and ensured everything was in order to make CSS events successful. If Marlo is assisting, you can always count on the job getting done. Her care and assistance is much appreciated!

18 OC CSS COMMITMENT TO EX THUY LUU AND ALDO ALVAREZ Nominated by Maria Larrea – Aldo and a couple days later, Thuy called was simply doing his job. I took the Alvarez and Thuy Luu are deserving to notify me that the revised surety paperwork to Thuy and she stated of the Commitment to Excellence bond had arrived and I could contact she would proceed with ordering my Award. As of March 2018, I have Facilities to arrange transportation. supplies and keep me informed. been in the process of obtaining/ renewing my Notary Commission Within minutes, Aldo was ready to Thuy’s quick response throughout the and one of the most important drive me to the Clerk Recorder’s notary process was much appreciated. and final steps was filling a Notary office. Aldo was prompt, extremely She answered all my questions, took Oath/Surety Bond with the Clerk helpful, and conscientious of my quick action and displayed genuine Recorder’s office before 01/27/19. If accommodations. The filing and concern. Her great customer service not filed by the deadline, I would be oath process ended up taking longer allowed me to remain compliant required to re-take an online class, than expected, as there were many with notary deadlines. Kudos to notary state exam, etc. Due to my customers in line. I expressed concern Thuy for taking the time to assist work accommodations, the ride to about being away from the office too me, being professional, and for and from the Clerk Recorder’s office long however, Aldo assured me not taking immediate action in rushing was arranged by Thuy and Aldo was to worry, as this was an important necessary documents. assigned to drive me on 01/22/19. aspect of my job. This was a huge stress reliever for Aldo and Thuy’s exemplary me, as I did not have to worry about He even got in another line to see performance greatly minimized/ transportation. if perhaps another clerk could see relieved stress levels, allowing me me quicker but unfortunately, only to continue concentrating on my Unfortunately, the surety bond had certain clerks handle oaths. Aldo’s daily work duties. They should be a date misprint and the notary oath willingness to help demonstrated commended for their commitment could not be filed. I advised Thuy of genuine concern for me and to providing quality and speedy the minor setback and she quickly highlighted his great customer service and allowing me to focus on took action as we were pressed service. As soon as my oath was the many families, which count on for time due to the tight deadline. completed and filed, we returned us to help them get the financial and Thankfully, Thuy informed me a new to the office. I thanked Aldo for medical support they need. surety bond would be overnighted everything but he indicated he

Newsletter 19 XCELLENCE AWARDS JOE GARCIA Nominated by Claudia Kabot – I resoundingly nominate Joe Garcia for the Commitment to Excellence Award. I have known Joe for over 3 years. His pleasant demeanor, can-do attitude, and think-outside-the-box mindset brings positivity into any situation. I have observed Joe serve both external and internal customers with the utmost respect, dignity and humble attitude. He will not hesitate to extend a helping hand when someone requires assistance, needs directions or any other issues arise. I have gone to Joe on multiple occasions to ask for empty boxes or help in granting access to our parking structure and issuing guest badges to dignitaries visiting Toastmaster meetings. Sometimes the request can be something as easy as borrowing a stapler or blue tape when putting together a lobby display. Joe always helps, offers a smile and cracks a joke to help ease the stress of the day! An example of Joe’s extraordinary think-outside-the-box attitude took place recently when late in the workday I misplaced my badge. I didn’t realize this until the following morning when I was frantically searching my purse as I hurriedly sprinted down the employee lobby. Without missing a beat or me saying a thing, Joe smiled at me as I passed the reception desk, warmly greeted me and said “Good morning Claudia! I have your badge! I noticed you needed a new cover, so I replaced it and also gave you a new clip since the old one was getting stuck.” Wow! Joe’s level of thoughtfulness melted my heart and made me extremely grateful to work at a place where people like Joe go the extra mile! I cannot express just how grateful I am to him and his helping heart. THANK YOU JOE! ERIC QUIÑONES SUPERVISOR OF THE QUARTER computer server room cooling coordinated the communication of system, plumbing, and space information to staff, management, planning. and building owners regarding the flooding. Nominated by Brian Rhoan – As the Eric is the primary point of contact head of Facility Operations, Eric with Building Management and Eric brings a “can-do” attitude to his oversees all the critical systems of arranges maintenance for most all the work ethic and is always available both the 1015 and 1055 buildings. critical building systems. In addition, to discuss and address issues or This includes HVAC, fire suppression Eric also develops contingency concerns that may come up. His systems, burglar/intrusion alarms, plans in the event of a failure or best attribute is leading by example, access control (card readers, access catastrophic event. An example of as he does not expect anyone to badges, building/parking lot access), this was the recent flooding of the do anything he is not willing to do 1055 main employee lobby, which himself. It is a pleasure to work with occurred on same day as the Holiday Eric! Luncheon. Eric prepared his staff for what roles they would hold during the event, arranged for pre-staging of equipment and materials, and

20 OC CSS COMMITMENT TO EX PARALEGAL TEAM IRMA MARTINEZ, SUZY BRISSETTE, MICHELLE WALLINGORD & JOSIE FLORES Nominated by Matthew Reichman – I nominate the paralegals responsible for handling bankruptcy filings at CSS: Irma Martinez, Suzy Brissette, Michelle Wallingford, and Josie Flores for recognition as Peers of the Quarter. I am so fortunate to have such a wonderful group of teammates responsible for managing the bankruptcy issues in the office. The paralegals assigned to bankruptcy have a challenging job as all bankruptcy actions are filed in federal courts throughout the United States. The paralegals must therefore navigate through a nationwide online database of federal filings to ensure compliance with the automatic stay that goes into effect when an obligor files for bankruptcy. They also regularly correspond with the bankruptcy trustee and the obligor’s attorney and prepare pleadings to be filed in federal court, such as the ‘Proof of Claim,’ seeking payment of support arrears. Skill and expertise are a must for our paralegals as a failure to properly suppress certain enforcement measures can result in substantial monetary penalties against our office by the bankruptcy court. I would like to thank Irma, Suzy, Michelle, and Josie for their professionalism, dedication and perhaps most of all their patience, with me, when handling bankruptcy matters. TEAM OF THE QUARTER LEGAL SERVICES COURT TEAM JACQUI CHAVEZ, KIM GRIFFITH, SERGIO LOPEZ, VERONICA TELLEZ, LEE VALDEZ & HILDA RUBALCAVA Nominated by Hilda Rubalcava – Legal Services Court Team is deserving of the Team of the Quarter/Commitment to Excellence Award. Court Team staff attend court on a daily basis to scribe, prepare the Minute Order/Orders and assist DDCs inside the courtrooms. The team is also responsible for checking-in customers with hearings at the Information Desk located outside Department L51. They are extremely dedicated and hard working. While their main objective is preparation of court orders and checking in the customers, the team also provide support to the DDCs, Seniors, LJC personnel and our customers. They are trusted partners of the court and work closely with court staff to ensure that the courtroom process runs efficiently, smoothly and that quality services are delivered in the most effective manner possible. The Court Team consistently raises the bar of excellence in their commitment to CSS and our customers by completing accurate and quality court orders and sharing their experience and knowledge of the court process and decorum with Child Support Specialists who join Legal Services. They are always positive, professional and willing to contribute ideas for the improvement of processes and services. The following comment from Supervising Attorney, Carlota Serna, supports this recognition… “Court Team staff, Kim, Sergio, Veronica, Lee, and Jacqui are excellent employees and the model of professionalism. Every time I go to court, I am impressed by how smoothly everything runs, in large part due to their efforts. They are a fundamental part of the court process, and their efforts impact the lives of the children we serve.” Way to go Court Team!

Newsletter 21 XCELLENCE AWARDS Manager of the Quarter Jackie Ly Jackie is our Financial Services Manager and oversees most of the department’s accounting and financial functions. Her primary responsibilities include managing the Department’s multi-million dollar budget for both the county and state as well as oversight of accounts payable and payroll functions. For this year’s Strategic Financial Plan, Jackie and her staff developed multiple funding scenarios allowing the department to consider many alternative financial planning options for the future. In addition, she put together our Mid-year Funding Reallocation request with DCSS, which led to department receiving an additional $ 650,000 for the current fiscal year. As a lifetime learner, Jackie continues to work on improving her knowledge and skills. Recently she used her in-depth knowledge of department’s claiming process to develop and provide State Claim training to Executive Team. Furthermore, using her extensive knowledge she is participating on the DCSS workgroup to revise the statewide budget/claiming reporting processes. Please join me in congratulating Jackie on this acknowledgement!

22 OC CSS COMMITMENT TO EXCELLENCE AWARDS Dorothy Bond Nominated by Cynthia Alves – Dorothy Bond deserves an excellence award for her time here at CSS. Dorothy is an outstanding Manager with excellent employee relation skills. She is extremely approachable, listens attentively, and really knows how to talk to people. I believe these are just a few of the best assets she has contributed to our office. At one point, I even requested that she and Rosemary Savedra hold an in-classroom training for all Managers/Supervisors regarding effective communication practices with teams/employees. When you speak to Dorothy, she genuinely listens, provides valuable advice and shows how much she really cares about the well-being of her peers, and expresses appreciation for all the hard work that takes place. I believe all Managers and Supervisors should strive to possess these communication skills, as I know for a fact, that when Managers/Supervisors show they are approachable and demonstrate that they care and listen; employees always aim to do the best job they can. For these reasons, I believe Dorothy Bond sincerely deserves the Commitment to Excellence Award. She will truly be missed by many people at CSS!

Newsletter 23 Director’s Challenge Coins Challenge coins are a tradition in military branches and are now embraced by corporations as a way to reward employees. CSS is partaking in this tradition, awarding Director’s Challenge Coins to staff in commemoration of their contribution to CSS’ mission, values, a special project, event, and/or service. It is a physical representation and tangible keepsake of a job well done. A symbol of pride, teamwork, growth, dedication, and community. Director Steven Eldred, will award a limited number per year with a different coin design every year. Don’t forget the “secret handshake.” The traditional way of handing off the coin is done subtly and discreetly, the coin is exchanged palm to palm via a handshake. We hope you collect these coins for years to come! CONGRATULATIONS to the following Director’s Challenge Coin recipients: Safety & Emergency Management (SEM) The SEM Team was recognized for exceptional performance coordinating the IMT Exercise Drill. The drill ensured IMT staff are comfortable responding to an incident in accordance to the program. The exercise was designed as a learning environment to test and train key staff in their roles during emergent events affecting the department, an extension of the Business Continuity Plan. Melissa Vega Carmina Corona Yadira (Viry) Banos Staff Specialist Office Specialist Office Assistant Facilities Management Several staff from Facilities Team were recognized for outstanding performance and response managing the building for possible flooding. The team was prepared, proactive in their approach, and ready to manage the incident in support of day-to-day business operations. Kevin Lenertz Eric Quiñones Joe Garcia Staff Specialist Staff Specialist Office Assistant Brian Rhoan Office Specialist Richard James Warehouse Worker II Aldo Alvarez Warehouse Worker II

24 OC CSS CustoCmeor mSerpv Customer sent an email to Tricia thanking her for all her help throughout the year (2018), Customer said Lisa was extremely after reflecting on how much CSS has done for polite and efficient; she did a her. Customer is very grateful for the spectacular job answering all his questions great service and work Tricia and the and was very organized. He was so impressed with Lisa’s skills that he offered department do to help single parents. her a job at his business! Tricia Den Dekker Lisa Eubanks Child Support Specialist Child Support Specialist Post Order Team C Call Center Team A Customer rated Gabriel’s exemplary Customer said he is extremely pleased with phone service five stars! Gabriel is Robert’s outstanding work, ethic, friendly, personable, helpful, warm hearted, good- and hospitality. natured, and supportive. Customer said Gabriel does not just get the job done but also really helps other Robert Conti single parents find solutions. Child Support Specialist Gabriel Chavarria CPRT B Child Support Specialist This gal is beyond amazing, wrote Case Initiation Team B a customer. She is so helpful guiding customer through the process, he feels obligated to send her a Christmas present. He has been working with Alma for years although she is not his caseworker. Customer says Alma is one of the best, if not the best, CSS employees ever. Alma Rubalcava Child Support Specialist Legal Services Specialized Team JobW

Newsletter 25 pvilciements Customer said David was friendly and Customer said she would never forget her showed genuine understanding conversation with Trina; it was compassionate for her frustration; David took the time and insightful. “It’s people like you to provide a thorough explanation and did not that make life a little better”. try to rush her off the phone. Customer wished Trina Ziegler de Cardona David could answer all her calls. Child Support Specialist Telecommuting Team David Bella Child Support Specialist Call Center Team A Customer enjoys and appreciates Letty’s Connie’s guidance and availability makes customer service and attention so much that he feel much more than just a case number. Customer feels she should be promoted to manager. thanks Connie for “making a not so good Her positivity and motivation situation feel a whole lot more makes customer happy to visit manageable”. the office to make a child support payment. Connie Santoyo Sr. Child Support Specialist Letty Naranjo Establishment Team A Cashier Cashier Team Customer is grateful Marie is her assigned case Customer said Letty and Philip were extremely worker and hopes she is recognized for her excellent customer service and outstanding work. Marie helpful. They are both friendly was extremely patient and helpful throughout the and smiling. application process, explained each step to help the Philip Untalan and Letty Naranjo customer understand the program. Customer said Cashiers Marie is understanding and always Cashier Team available to respond to email and calls. Marie Vu Well Done! Sr. Child Support Specialist Establishment Team C

26 OC CSS DGerovweltohpthmroeugnht Opportunities and Change CSS’ efforts to promote growth and development broaden as we explore more ways to leverage new opportunities. There are many ways to grow at CSS and enhance your knowledge and skills. Intra-agency mobility is one way to challenge yourself and take advantage of a path for growth and development. The following individuals have recently taken on exciting new growth opportunities at CSS: Name: From: To: Ana Garcia Customer Care Team Enforcement Team 2 Amanda Eighme Enforcement Team 2 Customer Service Contact A Jennifer Jeffries Post Order Team B Case Initiation Team A Service Support Team Lan Tran Post Order Team A Enforcement Team 3 Richad Crouch Case Initiation Team A Service Support Team Xuan Nguyen Enforcement Team 3 “Self growth is the driving force behind success and growth.”

Newsletter 27 SERVICE AWARDS 35 30 25 20 Francisca Heaton Pamela McLellan Hilda Rubalcava Monica Gonzalez Helena Chang Marion Marroquin Melinda Lydon 15 Nancy Burgos-Johnson Priharumalinah Benak 10 Cynthia Alves Yolanda Cruz Rita Seth Elizabeth Uribe Penelope Santos Maria Murphy Ruth Jenkyns Cynthia Reyes Jose Garcia 5 Elonna Grayson Hala Zaki Araceli Nunez Delia Murillo Pamela Thomas Marie Provins Roland Garcia NEW HIRE Staff Specialist Alexandra Viramontes PROMOTION Supervising CSS (PP) Liliana Onofre EDITOR PHOTOGRAPHER VIOLETA GARCIA ALDENISE BELCER ASSISTANT EDITORS PUBLISH DATE DAVID AYALA FEBRUARY 26, 2019 RUBEN PADILLA JAN DUNFORD MICHELE TSACHPINIS

28 OC CSS Our Mission To enhance the quality of life for children and families by establishing and enforcing court orders for the financial and medical support of children in an effective, efficient, and professional manner. Our Vision To be a trusted partner of parents in securing financial stability for Orange County’s Children Are you interested in writing an article? Contact Marketing and Communications [email protected]