Support Report

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

2020 WINTER EDITION2 OC CSS INDEX HOLIDAY ON THE COAST PAGE # 4 2019 ANNUAL SUPERVISORS’ OFF-SITE MEETING PAGE # 5 TOY BOX LEADERSHIP PAGE # 6 ARE CHILD SUPPORT SERVICES NEEDED IN SOUTH ORANGE COUNTY? PAGE # 7 TOUCHPAY KIOSK PAGE # 8 TOOLS 2 LEAD — WHO WE ARE AND WHAT WE DO PAGE # 9 ENFORCEMENT/CPRT CUSTOMER CARE COLLABORATIVE PROJECT PAGE # 10 WHO IS SERVICE SUPPORT? PAGE # 11 SMALL EVENT WITH A BIG HEART PAGE # 12-13 AROUND CSS PAGE # 14

Newsletter 3 FROM THE DIRECTOR -Steven Eldred Lately, I’ve been thinking about improving the nature of services that we provide to our customers. How do we improve our product every year, even when our organization is getting smaller? Some of that improvement can only come from statewide change — things like Guideline Calculator reform or programming changes to the CSE system. But many of our potential improvements are local — we have to generate them ourselves. And to be honest, the statewide improvements to the program all started at a local level and were spread around the state program. So, how do we generate those ideas that will improve our service, make life easier for our customers, and perhaps be more cost-effective to deliver? Curiosity. That’s my word of the year, and as I go about my business in the building this year, don’t be surprised when I ask — “What are YOU curious about?” Whatever function we perform in CSS, let’s task ourselves to ask “Why?” a lot more than we have. “My area produces 34 widgets per day and has done so for 12 years straight!” Well, I don’t know much about widgets — maybe that’s good and maybe it could be better. But I’d like to know why the number is 34? Can we do more widgets? Better, but fewer widgets? Faster delivery to the customer? Perhaps, most importantly, what does the customer want? How do you know? So, I’m encouraging everyone to be curious. Ask “Why?” What information do I need to know? Who else touches this process? What does the customer want? What changes could be made that would improve the service or product in the customer’s view? And don’t limit yourself. I hear all the time, comments like “But the law says…,” or “But the regulation says…,” or “But CSE doesn’t do that….” Change one word in that sentence and see how the possible opens up: “Currently.” As in “Currently, the law doesn’t allow….” Or “Currently, CSE doesn’t have that function….” Suddenly, you are allowing the possibility of change. No, the CURRENT law doesn’t allow us to do something, but if we changed the law we could improve this process. Some of this is pie-in-the-sky dreaming. But all great ideas started there. By people being curious and following up on possibilities. So, dream. Be curious. Share those great ideas. You may be the cause of something great. And THAT is pretty cool!

4 OC CSS Holiday on the CoastBy Maria Ruiz ‘Tis the SEAson to gather and celebrate! The 2019 Holiday on the Coast luncheon was the perfect occasion to break away from our busy work schedules and reconnect with our CSS family. Robin Winder said, “My favorite part of attending the luncheon was getting to see friends and co-workers I don’t normally get to see throughout the year.” It’s a wonderful start to the holiday season as staff get the opportunity to enjoy a nice meal with friends, not to mention the chance of winning a fabulous prize! The luncheon was held at a new location, Anaheim Marriott Suites, and offered Click to see photos attendees a tranquil setting to unwind. The space was adorned with coastal inspired décor which included candlelit cylinder vase centerpieces filled with sand and seashells. Attendees even got to take home a little piece of the shore, with their very own starfish ornament! Alex Gutierrez said she “Really appreciated the intricate details of the décor; the coastal theme was elegantly displayed all through the room and centerpieces.” This event could not have been possible without amazing staff that supported many fundraising efforts throughout the year. Also, many “Thanks” to our incredibly creative and dedicated Social Committee members who worked so hard all year planning and organizing to ensure every detail was perfect for the big event. We hope the 2019 Holiday Luncheon was a great experience and that all attendees had a SHELL of a good time!

Newsletter 5 2019ASunpneuravlisors’ By Renee Cuervo Off-site Meeting projects. Sr. Leaders Monique Johnson, Jill Howery, Veronica McNamara and David Ruvalcaba facilitated our afternoon session. During the session, each of us mapped our strengths to CSS’ values and it was astounding to see how they align. All CSS staff has taken the StrengthsFinder 2.0 Harvard Business Review says, “Strategic off-site Assessment. Whether posted on your wall, in a file [meetings] should be designed to induce genuine or saved on your computer, we all know where to find engagement.” I can honestly say that the 2019 Annual our top five strengths. But did you know your strengths Supervisors’ Off-site Meeting was truly engaging from the can change? At the 2019 Annual Supervisors’ Off-site start and one of the best to date. It is energizing to have Meeting, within the beautiful surroundings of O’Neill the opportunity to celebrate our strengths and discuss, Regional Park, we discovered they can! develop and implement our skills daily. CSS encourages us to utilize our strengths so that we can build better After taking a StrengthsFinder assessment for leaders, teams, be better leaders and fulfill our vision for Orange many of us were surprised to find at least one of our County’s families. strengths had changed. How could this happen? There are many reasons: growth, leadership focus, priorities, assignments. The day’s segments expanded on how these changes were possible. In the morning, we learned about and discussed the collective strengths of our Executive Team, leaders and staff. Supervisors participated in group activities where we tested our strengths. Whether executing a mock project or developing a visual representation of our collaborative strengths, we had a blast sharing how we utilize our strengths. Our strengths make each of us unique and knowing our peers’ strengths allows us to take a well-rounded approach to workgroups and future

6 OC CSS TOY BOX Leadership By Sandra Jimenez During a supervisor training, leadership principles outlined in the book Toy Box Leadership by Ron Hunter and Michael E. Waddell were presented by using your favorite old-school toys as metaphors. I found these principles valuable and reflected on how they apply to my team, Collections and Performance Reports Team C (CPRT C). In every team member, I see a unique talent that aligns to our team values. These various talents, like toys in our toy box, make a dynamic team. “You can’t know your organization’s Like green army men, team members embrace partnerships with other units on potential until you know the processes such as Job Seeks, AB610 Reviews and Customer Care Initiative. They potential of your people.” strategize by setting checkpoints for improvements and applying new processes. Utilizing these skills, they also integrate partnerships into their core duties such as working cases and soliciting child support payments. Like Play-Doh, the team molds in positive ways that are essential to their growth. They apply “THANK YOU for having these principles by mentoring each other to reach greater heights as a team. With many your TOY BOX ready!” functions shifting in CPRT, members adapt to change to ensure productive results are achieved. The team understands the importance of flexibility when changing their role to fit the needs of the assignment and customers’ concerns. One member said, “It brings the spice of life to CPRT.” “Succeeding comes from Like Mr. Potato Head, “Choosing the right face for the right time” as the book calls out. intentionally choosing who Positive communication when engaging with other teams is essential and it sets the tone for collaboration and partnerships. Communication with customers is also enhanced when and what shapes you.” staff are sincere, empathetic and confident. Want to learn more about Toy Box Leadership? Just ask your Supervisor.

Newsletter 7 Are Child Support Services Needed In South Orange County? By Saida Lopez and Liliana Onofre The answer is yes! Research Team conducted an analysis on Parent and Customer Service Outreach Locations and identified a need for CSS to connect with parents and organizations in South Orange County. As a result, Community Resource Team (CRT) reached out to two Family Resource Centers (FRCs) in South Orange County and educated their staff about child support services and the benefits of opening a case. Located in San Juan Capistrano and Lake Forest, the South Orange County FRCs belong to a network of 15 FRCs in Orange County (view locations) administered by Families and Communities Together (FaCT), a Social Services Agency program. Each FRC is unique to its community and offers multicultural and multilingual staff that provide families with services, including counseling, domestic violence programs, legal clinics and parenting classes. After educating staff at the South Orange County FRCs, CSS started to receive referrals to assist potential and existing customers. CRT was also invited to conduct outreach at their bi-monthly farmers markets (locations and dates) and provide monthly on-site assistance with child support. Starting this month, CSS representatives will be available to help parents at both FRCs once a month. Our presence in these FRCs allows us to serve parents who would otherwise need to travel longer distances to visit our office. View events and services for each of the South Orange County FRCs at the links below. COonm-simteuCnSitSyRHeepareltshenEtnartiicvhem: 1esnttTChoulrlsadbaoyraotfiveeve(rCyHmECo)nth, 9 a.m.- 1 p.m. Address: 27412 Calle Arroyo, San Juan Capistrano, CA 92675 Phone: (949) 489-7742 Online: factoc.org/frc/chec South Orange County (SOC) On-site CSS Representative: 1st Friday of every month, 9 a.m.- 12 p.m. Address: 22481 Aspan St., Lake Forest, CA 92630 Phone: (949) 364-0500 Online: factoc.org/frc/southorangecounty

8 OC CSS TouchPay Kiosk Update! By Casey Aguilar Did you know customers have been using the TouchPay Kiosk for more than two years? CSS implemented this additional payment option for our customers in February 2017. The kiosk offers customers the opportunity to make their child support payments with cash, credit or e-check without having to stand in line. In March 2018, our Cashiers and Customer Service Center (CSC) staff began offering customers TouchPay Kiosk cards during visits to our office. Case participant information is securely loaded onto the cards which allow customers to make payments at the kiosk. When presented to CSC staff or Cashiers, the cards also allow them to quickly and easily access case or participant information. Although the majority of our customers prefer the personalized customer service provided at the window, the kiosk has proven to be a beneficial alternative payment option. MONTHLY: • Approximately 103 customers utilize the kiosk • Average of $37,870 in payments received through the kiosk • Average of 46 TouchPay Kiosk cards generated for our customers Know of a customer interested in obtaining a card? Contact me to get the process started: Casey Aguilar [email protected]

Newsletter 9 Tools 2 Lead Who We Are and What We Do By Gladys Hayashi Toastmasters Tools 2 Lead is primarily known as the “Public speaking” club, yet it is multilayered and has something for everyone. Through our events and meetings, we create a united support group where we all can thrive, learn and make a difference. At our Annual Open House on October 1, we welcomed guests and introduced them to the supportive atmosphere that our members create. Attendees saw the diversity of our membership and the structure of a typical meeting firsthand. Alex Gutierrez facilitated the meeting Table Topics Master, Cheryl Vargas, and incorporated the day’s theme tested our members’ on-the-spot of music by singing “Unwritten” by thinking by asking them to share their Natasha Bedingfield. reaction to song clips. I (Gladys Hayashi) delivered a speech Raul Cabrera shared his love for music explaining Toastmasters officer roles and its impact on his life in his speech, and duties. “Sold Out.” Toastmasters welcomes all speakers from beginners to experienced. Be part of a community of like-minded individuals striving for similar goals. Take a chance and be a guest at our next meeting! Every Tuesday, 12 p.m. - 1 p.m. Capistrano Room, 2nd floor For more information, email: [email protected] We Also Help... “If you can bring a “It was a fun and great “It is very rewarding sparkle to someone’s opportunity to use a to give back to our Beyond helping our members learn and grow, little bit of my time to community, with the Toastmasters also lends a helping hand to life, why not?” help someone else.” best gift of all — your our community. On November 26, we hosted -Stefanie Ito time. Volunteering even our Mercy House Feed the Homeless event -Brandon Reed for an hour, really does started by one of our founding members, make a difference.” Nelida Yanez. Organized and led this year by Gabby Garcia, members and CSS staff packed -Shirley Torres over 120 lunches and delivered them to one of Mercy House’s shelters in Orange County.

10 OC CSS Enforcement CPRT Customer Care Collaborative Project By Ana Garcia CSS is committed to ensuring our customers have safe access to child support by continuing efforts to improve the accuracy of the family violence status in CSE. Prior reviews revealed the status was set to granted in error for multiple reasons, including outdated screening guidelines and customer confusion when completing the Family Violence Questionnaire. Training, business practice updates and several other strategies were implemented to ensure consistency and accuracy of the family violence status going forward. While these strategies were being implemented, the Enforcement/CPRT Customer Care Collaborative Project team was formed in November and began validating cases in CSE where family violence status was previously set as granted. To validate the family violence status of 3,643 CSE participants, the team: Reviewed imaged documents and CSE case activity notes to determine source of granted family violence status. Contacted the reporting party when a Family Violence Questionnaire was not located or was deemed incomplete. Mailed a Family Violence Questionnaire to the participant when contact was not successful. The team met weekly to gauge progress, ensure screening was consistent and share best practices for addressing family violence with our customers. Casework perspectives and examples of personal interactions with customers shared during the meetings were valuable. The feedback and findings that resulted from this project have contributed to ongoing Safe Access Initiative discussions and recommendations. The project concluded in January after all identified CSE participants had been reviewed and validated. The Enforcement/CPRT Customer Care Collaborative Project Team supports the Safe Access Initiative. This project has shown that safe access to child support involves everyone at CSS!

Newsletter 11 WSehorivs ice Support? By Casey Aguilar The Service Support Team is an important part of CSS! This team of five, housed within the Special Collections Unit, supports the entire Department by processing requests for service of legal and non-legal documents by our vendor, Team Legal. Service Support processes hundreds of requests each month in collaboration with the Establishment, Enforcement and Legal Services teams. They also process, prepare and send requests to the Sheriff’s Department and Summons and Petitions to NCPs. After service is completed by our vendor, they monitor the return of the results to ensure services are completed accurately and in an appropriate time frame. In addition to processing requests for service and monitoring follow-up, the Service Support Team provides support to Customer Service Center (CSC) and Establishment Team by answering questions and initiating cancellation requests. This specialty team’s primary focus is on service of process and ensuring internal and external customers’ needs are met. Their efforts contribute greatly to obtaining court orders in a timely manner. Want to learn more about the Service Support Team? Contact Service Support’s Supervising Child Support Specialist, Jennifer Sanks! [email protected] Left to right: Kavita Marquez, Jennifer Jeffries, Jennifer Sanks, Duy Nguyen. Not pictured: Richard Crouch

12 OC CSS BigSwmailtlhEveAnt By Ton Ton Castillo Some comments about the event The last quarter of the year is the busiest time for our CSS (10th floor break room wall) family. Throughout the office, year-end reports on projects and initiatives are due. Leaders and teams are reflecting on their accomplishments and planning their goals for the next year. They are scheduling holiday lunches and activities. Leaders are assessing their staffing needs, and much more. Our Executive Team recognized that staff may find it challenging to plan holiday activities during this busy time and presented a concept of having staff celebrate the holiday together on the same day. To pursue this vision, the Employee Recognition Committee (ERC) and Social Committee (SC) collaborated on the first-ever CSS Winter Social. On December 12, 2019, CSS hosted its first department-wide holiday celebration in the Huntington Room. At the event, staff were treated to hot cocoa with various toppings, coffee, snacks, fruits, cookies and goodies from the bake-off. A slideshow titled “Who Am I?” slowly revealed CSS staff members. Then, attendees shouted out the names of who they could identify before the full reveal. The committees facilitated four sessions of “Name That Tune,” a “Guess How Many Kisses Are in The Jar” game, a bake-off, a team holiday greeting card contest and a selfie station. A few staff even shared their talents in singing. It was great to see CSS staff celebrating the holiday season outside of their busy day. Everyone had a great time catching up with friends and co-workers. The positive comments and feedback from staff in response to our CSS Winter Social were heartwarming. Could this successful event lead to another? Is a “Spring Fling” just around the corner? Stay tuned for more!

Newsletter 13 FirstCSS WinterSocial Click image to see photos

AROUND CSS14 OC CSS INDEX COMMITMENT TO EXCELLENCE AWARDS PAGE # 16-18 SUPERVISOR OF THE QUARTER PAGE # 17 TEAM OF THE QUARTER PAGE # 18 GROWTH THROUGH DEVELOPMENT OPPORTUNITIES AND CHANGE PAGE # 19 CUSTOMER SERVICE COMPLIMENTS PAGE # 20-21 SERVICE AWARDS, NEW HIRES, PROMOTIONS PAGE # 22

Newsletter 15 SomeoneHelp Join Our Committee! Grow The Help Someone Grow (HSG) Committee is looking for new members who want to grow, help others grow and share their perspective and great ideas. Members get a unique opportunity to participate in a department-wide, cross-functional committee that puts our CSS values into action! HSG is excited to brainstorm and initiate new campaigns in support of our growth. This is only possible with your help and contributions. If you are eager to demonstrate your passion for growth, please send an email to Monique Johnson.

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. KRISTIN CHAVEZ Nominated by Robert Sech — I am happy to nominate DDC Kristin Chavez for a Commitment to Excellence Award. Kristin has developed and presented numerous installments of a training centered around order setting and best practices. Throughout both the development and execution of this project, she has continued to show an exemplary level of commitment to improving the knowledge base and skills of her CSS co-workers. Kristin’s outstanding collaboration with CSS staff is built upon her willingness to devote the time and energy required to share her own experiences so that others may benefit. Her calm confidence allows for an ideal learning environment in which staff can learn a great amount about a critical subject. Kristin’s efforts will pay dividends for a long time to come. I salute her dedication! CINDY SANDOVAL Nominated by Erica Louw — It is my pleasure to nominate Cindy Sandoval for a Commitment to Excellence Award because she is truly committed to excellence! Cindy always provides outstanding internal customer service. From the day I arrived at Child Support Services (CSS), every single time I have spoken to her regarding my IT needs she has been approachable and friendly. She ensures that we are always set and ready to support our customers. My team has often had urgent requests due to working at the check-in windows and she has always been nothing but pleasant, helpful and understanding. Her kind, supportive attitude has improved my day on numerous occasions. Thank you for your commitment to excellence! JERRY OCAYA Nominated by Erica Louw — As an office assistant for Customer Service Support, Jerry brings the “Wow factor” every day. He is friendly and personable with our customers, presenting Child Support Services as a professional and caring department. He greets every customer with a smile and warm greeting and treats all staff with respect and kindness. He is always eager to help, whether it be a teammate or peer from another team, and is quick to volunteer for extra assignments. Jerry promotes a great team-oriented environment and his helpful, positive attitude is contagious. He is admired and respected by his peers because he embodies so many of the CSS values: teamwork and collaboration, integrity and respect and dedicated customer service.

Newsletter 17 XCELLENCE AWARDS ISABEL NAVA Nominated by Matt Reichman — I nominate DDC, Isabel Nava, for a Commitment to Excellence Award. Isabel does whatever it takes to get the job done and get it done well. I recently shared a court calendar with her and she volunteered to handle a particularly difficult matter that was part of my share that morning. Isabel shared with me that she already had some history with the case and had drafted the written response that was filed with the court, opposing the obligor’s seemingly frivolous motion for reconsideration. The case involved a privately drafted dissolution agreement that included complicated and ambiguous language related to Smith/Ostler arrears. In court, the obligor’s attorney was argumentative and hostile toward not only Isabel, but the court staff as well. Isabel remained calm and when the case was called she perfectly articulated the finer points of the Department’s position without engaging in the personal attacks initiated by private counsel. Needless to say, I was very impressed with Isabel’s composure and professionalism and believe she is deserving of this special recognition. SUPERVISOR OF THE QUARTER SEAN SANDERS Nominated by Karen Paul — I nominate my Supervisor, Sean Sanders, because he is helpful, approachable, and incredibly dependable. He never misses work, which I feel is important to have a supervisor who is readily available. Sean is also very friendly and easy to work with. Every morning, he sends the team emails with our daily tasks. I really enjoy how he includes motivational messages such as, “Happy Monday, I hope you all had a wonderful weekend,” or “Let’s make it a great day.” Sean is a great leader who makes coming to work pleasant!

18 OC CSS COMMITMENT TO EXCELLENCE AWARDS TEAM OF THE QUARTER Policy & Process Management Left to Right: Shelly Howard, Rachelle Chavez, Lilia Lopez, Martha Gutierrez, Lynette Favors, Gladys Hayashi, Natalie Kane, Tamara Aranda and Cristina Dizon. Not pictured: Thuy Luu and Sal Zamarripa Nominated by Gladys Hayashi — I am happy to nominate Policy and Process Management (PPM) for Team of the Quarter. PPM is composed of more seasoned CSS staff with a wealth of knowledge and experience. The Staff Specialists on the team all work together with different teams and staff at CSS to offer support and share information. I have been on the team for about a year and have seen firsthand how they manage different assignments and projects while still assisting and supporting staff in the operational teams. They answer questions and offer resources to staff members who escalate complex issues and unique case scenarios. There are various subject matter experts on PPM that also answer questions from DCSS and other local child support agencies. When information is received from DCSS, they research and interpret to ensure the information shared with staff is clear. They build business relationships with DCSS representatives and are the CSS liaison to other Orange County agencies or partnership forums. In addition, they lead department-wide pilots and projects and involve staff to obtain their feedback so that implemented processes meet staff, customer and Department needs. Through department-wide guidance and support, PPM offers great service delivery ongrats!to staff, customers and our organizational partners which contributes to our mission Cof facilitating support for children and engaging parents.

Newsletter 19 DGerovweltohptmhroeugnht 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: Employee: From: To: November Monica Gonzalez Mgmt - Case Initiation Cashier/Payment Processing Sandra Valdez Enforcement Team 2 ESAT 2020 Ed Romero Collections & Performance Reports A Post Order A Edith Soto Jocelyn Soofi Post Order C Case Initiation John Holland January Karla Robinson Establishment Collections & Performance Reports B Lidia Alvarez Veronica Castellanos Case Initiation Post Order C Post Order A Collections & Performance Reports B Employer Express Collections & Performance Reports A Collections & Performance Reports B Establishment B February Rachael Vargas Customer Support and Program Support Services Case Management Operations Ian Rudge Customer Support Operations Veronica McNamara Program Support Services Case Management Operations Customer Support Operations Case Management Operations David Ruvalcaba Customer Support Operations Jill Howery Program Support Services Case Management Operations “Self growth is the driving force behind success and growth.”

20 OC CSS CustComoemr Spe DDC Jennifer Wills appreciated Maria’s diligence and Customer complimented Paula for always perseverance in addressing a case matter. Her tireless efforts promptly answering questions and GOING and receptive nature resulted in a significant decrease of ABOVE AND BEYOND TO HELP. arrears and doing what is right for the obligor. DDC Wills says, “MARIA IS A SUPER STAR!” Paula Garcia Sr. Child Support Specialist CP thanks Maria for going above and beyond to help resolve her situation. CP shared that it gives her peace of mind to know Stipulation Team B she can continue supporting her family as a single parent. She thanks the Department for choosing stellar employees, like NCP thanks Connie for working with him and Maria, who make a difference for families. his very crazy schedule. It made everything much less stressful to have the process Maria Larrea explained step by step and in detail. Customer Sr. Child Support Specialist said, “THANK YOU FOR EVERYTHING, CPRT D CONNIE” NCP said Heather’s professionalism and honesty completely Connie Santoyo changed his outlook on a bad experience with the child Sr. Child Support Specialist support program. CUSTOMER COMMENDS HEATHER FOR HER HARD WORK, TRANSPARENCY, DEDICATION AND Establishment Team C COMPASSION. He says Heather is a real asset to CSS. Customer said Gabby is a valuable asset to Heather Stotler CSS. SHE IS VERY HELPFUL, RESPECTFUL Child Support Specialist AND KNOWLEDGEABLE. Customer shared, Enforcement Team 3 “Please have more people like her on staff.” Customer said, CLAUDIA IS “MORE THAN A CASE Gabby Okimoto MANAGER TO ME, SHE IS TRULY A HUMAN, KIND AND Sr. Child Support Specialist CARING INDIVIDUAL.” Stipulation Team B Claudia Kabot Sr. Child Support Specialist Stipulation Team B

Newsletter 21 pelrivmiceents CP is grateful to everyone at CSS for treating her and her Google Reviews family so kindly, especially her case manager Lauren. CUSTOMER SHARED THAT THE VEIL OF SHAME Staff that were mentioned by customers AND HER EMBARRASSED AND OVERWHELMED when rating and commenting about CSS. FEELINGS WERE LIFTED AFTER LEAVING LAUREN’S OFFICE WITH AN INDIVIDUALIZED PLAN AND NCP thanks Christopher for his RESOURCES TO HELP HER SUCCEED. CP, a social responsiveness, guiding him through the worker, was very impressed with the quality of service process and helping him settle issues with his CSS provides to help parents in domestic abuse case. Customer wrote, “YOUR CUSTOMER situations. She said, Lauren makes her proud to be a SERVICE IS MUCH APPRECIATED!” social worker. Christopher Stanley Lauren Washington-Collins Child Support Specialist Sr. Child Support Specialist Establishment Team C Call Center Team C CP reached out to Maggie’s supervisor to let her CP THANKS ANNIE FOR PATIENTLY know what an amazing job she did explaining the WORKING WITH HER. “Very complicated child support process.” Maggie was patient, kind and helped her feel at ease fixing Annie Nguyen a disbursement issue. Customer says, “YOU HAVE A Child Support Specialist GREAT EMPLOYEE IN MAGGIE.” Customer Service Contact Team A Maggie Vong CP gave Lorena a 10 in customer service. Sr. Child Support Specialist Post Order Team A Lorena Mora Office Assistant JobWell Done! Customer Service Contact Support CSS Survey Rated 5 out of 5 in customer service. CUSTOMER SHARED THAT VICTORIA WAS VERY HELPFUL AND NICE. Victoria Nguyen Sr. Child Support Specialist Stipulation Team A

22 OC CSS SERVICE AWARDS 25 20 15 10 5 Aidee Cooksey America Lopez Djuita S. Wu Yadira Nino David Bella Aidee Rivera Brandon Bankovich Vivian Brown David Dominguez Liliana Onofre Dana Mendocilla Norma Sanchez Desiree Gonzalez Thank Jessica Kharva You! Nina Guerrido Michelle Pham Shirley Torres Philip Untalan Xuan Nguyen NEW HIRE PROMOTION Administrative Manager II Deputy Director Jennifer Lampman Veronica McNamara Juana Larios Administrative Manager II Attorney III David Ruvalcaba Jesse Castner Accounting Auditor I Gilbert Goyena Warehouse Worker II Jesus Daza EDITOR PHOTOGRAPHER VIOLETA GARCIA ALDENISE BELCER ASSISTANT EDITORS PUBLISH DATE DAVID AYALA February 7, 2020 RUBEN PADILLA BRANDON REED JAN DUNFORD ALEXA VIRAMONTES

Newsletter 23 Our Mission To facilitate the financial support of children by engaging parents and providing professional child support services. 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]