2019 OC CSS Operations - Year in Review

OPERATIONS ORANGE COUNTY CHILD SUPPORT SERVICES CASE MANAGEMENT CUSTOMER SERVICE LEGAL SERVICES 2019 Year In Review What We Do | Our Contribution Engage with our staff, customers and community partners to achieve our department’s Vision, Mission and Values. Vision: To be a trusted Mission: To facilitate the Values partner of parents in financial support of children  Commitment to children securing financial stability by engaging parents and  Dedicated Customer Service for Orange County’s providing professional child  Growth and Learning children. support services  Teamwork and Collaboration EXECUTIVE TEAM Steven Eldred Maria Arzola Ian Rudge Rachael Vargas EXECUTIVE DIRECTOR CHIEF DEPUTY DIRECTOR DEPUTY DIRECTOR DEPUTY DIRECTOR SUPPORT PROGRAM SUPPORT SVCS Dee Dinnie TEAM CHIEF COUNSEL ATTORNEY TEAM OPERATIONS Keith McHorney Jill Howery Monique Johnson Veronica McNamara ADMIN I ADMIN II ADMIN II ADMIN II COMPLAINT CASE MANAGEMENT LEGAL SERVICES CUSTOMER SERVICE RESOLUTION &

OPERATIONS ORANGE COUNTY CHILD SUPPORT SERVICES 2019 Year In Review TABLE OF CONTENTS 1 OPERATIONS ............................................................................1 CASE MANAGEMENT OPS .......................................................... 2 Collections & Performance Reports ................................3 Enforcement Operations ..................................................4 Special Collections ............................................................5 Case Initiation/Establishment .........................................6 LEGAL SERVICES ...................................................................... 7 Legal Services Support ...................................................8 Paralegal & Court Operations ...................................... 19 CUSTOMER SERVICE OPERATIONS ..........................................10 Call Center, FIDM/SLMS, IRT ....................................... 11 Customer Service Contact ............................................ 12 14 Attorney Team ..................................................................... 13 Ombudsman & Complaint Resolution Public Information Officer & Civil Rights .......................... 15 17 Executive Support Team .................................................... 16 Awards ................................................................................. 17 18 Collaborative Accomplishments ....................................... 18 Goals for 2020 ................................................................... 20 ii

OPERATIONS ORANGE COUNTY CHILD SUPPORT SERVICES 2019 Year In Review OPERATIONS Rachael Vargas Our success as an organization depends on Deputy Director critical relationships between our customers and Case Management & Customer Support their families, local agencies, community partners and between us as peers and cross functional TOP PRIORITIES teams. Together we provide holistic services to meet multiple needs and provide thoughtful customer • Leadership Development service. We strive to have one voice for the customer • Growth rotational opportunities and compliment our services with warm handoffs • Resource planning between internal and external partners. Our staff • Strategic alignment of our services continues to demonstrate flexibility, a collaborative • Mentoring for Performance spirit and a growth mindset to move our efforts • Communication Plans forward. • Premier Partnerships STAFF 5 Operations Leaders Jill Howery 320 151 Case Management CAdamseinMisatrnaatgiveemMeannt aOgpesr II 107 Customer Service Monique Johnson 58 Legal Services ALedgmailnSisetrrvaitcivees Manager II LEADERSHIP STRENGTHS Veronica McNamara CAdumstoinmisetrraStievreviMceasnOagpesr II STRATEGIC THINKING Futuristic, Strategic2 RELATIONSHIP BUILDING Harmony, Includer, Positivity, Relator4 INFLUENCING Communication, Maximizer EXECUTING Achiever, Arranger3, Belief, Responsibility2, Restorative 1

CASE MANAGEMENT OPS Case Management teams support CSS’ mission and vision by establishing and enforcing child support orders; providing excellent service and performing case management activities while implementing initiatives for holistic services. The teams are comprised of child support experts managing and maintaining active child support cases through partnerships with parents, and collaboration with other CSS operational areas. Jill Howery VISION Administrative Manager II Case Management Ops STAFF 34 Collections & To ensure case management activities are completed Performance Reports 151 in a timely and efficient manner with focus on building 35 Enforcement Ops and maintaining effective partnerships with parents 45 Case Initiation/ and CSS staff. Evaluate business processes, Establishment resources and training opportunities to ensure team members have the tools to perform their tasks. Staff 37 Special Collections use their strengths and diverse knowledge for opportunities to increase service levels by daily processing of their work and their interaction with customers, and while focusing on customer care, strengthening of relationships, building trust, personal customer service, and educating parents. LEADERSHIP STRENGTHS Ramiro Espinoza STRATEGIC THINKING Administrative Manager I Collections & Performance Reports Context, Input, Strategic Cindy Tran-Chang RELATIONSHIP BUILDING Administrative Manager I Developer2, Empathy, Harmony4, Includer, Enforcement Operations Positivity2, Relator Casey Aguilar INFLUENCING Administrative Manager I Woo Special Collections EXECUTING Stephanie Ramirez Achiever2, Arranger2, Consistency2, Discipline, Administrative Manager I Responsibility2, Restorative Case Initiation/Establishment 2 | OPERATIONS 2019 YEAR IN REVIEW ORANGE COUNTY CHILD SUPPORT SERVICES

CASE MANAGEMENT OPERATIONS COLLECTIONS & PERFORMANCE REPORTS Collections & Performance Reports Teams (CPRT) work collection and performance reports/lists and projects identified to immediately impact performance and maximize resources in the most effective and expeditious manner possible. CPRT partner with department managers in developing innovative department-wide strategies to increase performance and improve federal performance measures. KEY ACCOMPLISHMENTS FOR 2019 • Implemented Web-Based • Completed analysis of 22 Negotiated case management tool (CMT) reports, prioritizing and by participating in the 1,851 development and partnering assessing their value to with OCIT on business current business practices, Property Transactions practice enhancements. compliance and case performance. Assisted 132 customers with Compromise of Arrears GOALS FOR 2020 • Continue to review findings from the reports assessment • Evaluate overall team role and revise mission to support Department Performance Management Plan 2O0P1E9•RYAeATasIrsOIenNssRSerevsiepwonsibilities and resources to maximize efficiencies ORANGE COUNTY CHILD SUPPORT SERVICES OPERATIONS 2019 YEAR IN REVIEW | 3

CASE MANAGEMENT OPERATIONS ENFORCEMENT OPERATIONS Enforcement Operations is comprised of four Enforcement/Intergovernmental teams managing cases with enforceable orders, responding to email, phone calls and email messages, working CSE- generated by the CSE system, processing intergovernmental actions, acting as a liaison to other jurisdictions, preparing cases for possible contempt and processing enforcement reports. KEY ACCOMPLISHMENTS FOR 2019 Managed • Developed an early intervention process to engage and build 63,477 rapport with customers within 30 days of establishing or modifying an order. cases in FFY18 • Collaborated with CPR teams under the Safe Access initiative to assess and improve reporting domestic violence cases and develop strategies in promoting customer safe access to child support services and valuable community resources. GOALS FOR 2020 • Assess and calibrate workload and resources to maximize impact and promote personal and professional workforce growth. • Align business processes to meet new technology and changing regulations. • Employ staff’s creative ideas, strategies and processes that support the department’s performance metrics and objectives. • Build a culture where staff share best business practices to support team members, our unit and the Department. 4 | OPERATIONS 2019 YEAR IN REVIEW ORANGE COUNTY CHILD SUPPORT SERVICES

CASE MANAGEMENT OPERATIONS SPECIAL COLLECTIONS Special Collections Team consists of three Post Order Teams, Payment Processing/Cashiers, Service Support and the Employer Express Team. These teams specialize in completing various financial processes including entering terms and creating accounts, auditing cases; completing corrective financial actions; processing payments for customers, handling lost, stolen or damaged checks; preparing/processing a variety of legal and non-legal documents for service, and assisting employers with their questions regarding Income Withholding Orders and Medical Support. KEY ACCOMPLISHMENTS FOR 2019 Hosted Employer 50% of Employer Express Forum for • Conducted business practice analysis Forum attendees of the Post Order process. 132 surveyed described their Employers experience as “VERY SATISFIED!” • Global training within the team that improved workload Employer Express Forum distribution, supported transfer of knowledge, increased resource pool and reduced processing timeframes. 158% increase in attendance OPERATIONS GOAL FOR 2020 2019 Year In Review Continue evaluating processes and resources along with efforts to complete work as efficiently and effectively as possible. ORANGE COUNTY CHILD SUPPORT SERVICES OPERATIONS 2019 YEAR IN REVIEW | 5

CASE MANAGEMENT OPERATIONS CASE INITIATION/ESTABLISHMENT Case Initiation teams are responsible for case opening functions, which include: reviewing and processing both welfare and non-welfare applications that meet case opening guidelines, processing Internal Case Opening Requests, verifying current aide status, utilizing locate resources to complete initial locate actions, updating participant information, conducting searches for existing court orders to review for enforcement and/or modification of existing orders, and sending case opening documents to participants. Establishment team establishes orders for paternity, child support, and medical support. Through a One Point of Contact customer service approach, Establishment teams conduct case opening interviews to gather pertinent income, visitation, and locate information in order to process Summons and Complaint/Proposed Judgments (SC/PJs) to ensure the most appropriate orders are set. In addition, they review establishment ad hoc reports and process various CSE-generated establishment tasks. KEY ACCOMPLISHMENTS FOR 2019 Established GOALS FOR 2020 • Implemented Web-Based case 1,234 • Ensure staff have the management tool (CMT) by training necessary to participating in the development, new court continue to meet unit and process flow testing, and statistical orders in FFY18 department goals. reporting while partnering with OCIT on business practice Opened • Align business practices enhancements. with all Order Setting units. 8,078 • Establishment staff participated in • Continue to assess unit an overtime project locating NCPs new cases resources and lost 6 months or less, resulting in a in FFY18 responsibilities to 22% locate success rate. maximize efficiencies. 6 | OPERATIONS 2019 YEAR IN REVIEW ORANGE COUNTY CHILD SUPPORT SERVICES

LEGAL SERVICES Legal Services Teams are responsible for performing duties that support court process to establish and enforce child support orders. The teams are focused on providing a timely process for obtaining right-sized orders that aid in the collection of child support payments. The overall goal for Legal Services is to obtain fair and appropriate orders by engaging and collaborating with parents throughout the Monique Johnson process. Administrative Manager II Legal Services VISION STAFF To ensure case management activities are completed 58 35 Paralegal & Court Ops in a timely and efficient manner with focus on building 23 Legal Svcs Support and maintaining effective partnerships with parents and CSS staff. Evaluate business processes, resources and training opportunities to ensure team members have the tools to perform their tasks. Staff use their strengths and diverse knowledge for opportunities to increase service levels by daily processing of their work and their interaction with customers, and while focusing on customer care, strengthening of relationships, building trust, personal customer service, and educating parents. LEADERSHIP STRENGTHS Itzel Parra STRATEGIC THINKING Administrative Manager I Ideation, Input, Learner, Paralegal & Court Operations RELATIONSHIP BUILDING Nancy Burgos-Johnson Adaptability, Connectedness, Developer2, Administrative Manager I Empathy, Positivity, Relator Legal Services Support INFLUENCING EXECUTING Achiever2, Arranger, Responsibility, Restorative OPERATIONS 2019 Year In Review ORANGE COUNTY CHILD SUPPORT SERVICES OPERATIONS 2019 YEAR IN REVIEW | 7

LEGAL SERVICES LEGAL SERVICES SUPPORT Legal Services Support is responsible for pre-court activities, calendaring cases, preparing OP Motion Workups, SET legal filings and the Teen Parent Program. The team ensures all legal filings are properly prepared and filed with the court, conducts court room scribing, prepares Orders, conducts Answer reviews and assists customers at Self-Help. KEY ACCOMPLISHMENTS FOR 2019 • Enhanced customer communication in court by Incoming referrals Sent redesigning the Things to Know After Your Court processed Hearing to include critical customer information within days 11,936 3 to ensure following their court hearing. court date timely court hearings reminder emails • Implemented the Job Seek initiative focused on unemployed customers and Courtroom resources to Job Centers of America in support of consistent and reliable Slot Usage child support payments. 103% GOALS FOR 2020 • Maintain staff engagement • Continue providing timely court dates to our customers • Conduct sensitivity analysis • Increase efficiency in business process and workload management 8 | OPERATIONS 2019 YEAR IN REVIEW ORANGE COUNTY CHILD SUPPORT SERVICES

LEGAL SERVICES PARALEGAL & COURT OPERATIONS The Paralegal and Court Operation Teams are responsible for legal activities such as preparing cases for court hearings, researching and compiling case information, preparing comprehensive case summaries and recommendations, responding to motions, attending court to conduct Meet & Confer interviews and performing various specialized legal actions. KEY ACCOMPLISHMENTS FOR 2019 Conducted Collected • Identified mission-enhancing services, improved 8,980 $1.2M in business processes and accomplished critical services with a reduced workforce through sensitivity analysis. pre-hearing interviews child support collections • Enhanced communication with customers in court with Court lobby wait time refreshed signage at the Check-In Desk and Alcove. 22 min 51 sec (FFY19 average) GOALS FOR 2020 • Strategize workloads for maximized productivity • Identify opportunities for improvement through process assessments • Ensure timely and effective services to internal and external customers • Continue development and engagement commitment to Paralegal and Court Operations staff • Incorporate innovation to accomplish day-to-day operational assignments OPER• ATMIaOkNe S2020 another successful year by working together and having fun 2019 Year In Review ORANGE COUNTY CHILD SUPPORT SERVICES OPERATIONS 2019 YEAR IN REVIEW | 9

CUSTOMER SERVICE OPS Customer Service Operations is comprised of Call Center, Customer Service Contact, Stipulation Teams, Customer Education and Review Team, Community Resource Center and Outreach. The collective vision and objective of these units is to provide dedicated customer service through the effective and efficient establishment and enforcement of child support orders. Veronica McNamara VISION Administrative Manager II To provide the highest quality customer service Customer Services Ops possible by ensuring customer satisfaction, timeliness, accurate information and easy access to STAFF 39 Customer Service services throughout public contact areas. Contact 106 Marcela Mandagie 19 Community Resource Administrative Manager I Center Call Center, FIDM/SLMS, IRT 49 Call Center LEADERSHIP STRENGTHS Rosemary Savedra STRATEGIC THINKING Administrative Manager I Customer Services Contact Strategic, Input, Futuristic, Context & Community Resource RELATIONSHIP BUILDING Relator, Harmony, Connectedness, Empathy, Adaptability INFLUENCING Woo, Communication, Maximizer2 EXECUTING Deliberative, Arranger 10 | OPERATIONS 2019 YEAR IN REVIEW ORANGE COUNTY CHILD SUPPORT SERVICES

CUSTOMER SERVICE OPS CALL CENTER, FIDM/SLMS, IRT The Call Center, Financial Data Match/State Licensing Match System (FIDM/SLMS), and Immediate Response Team (IRT) teams answer over 150,000 incoming calls from child support customers and provide information such as case status, payment options, awareness and information about child support establishment and enforcement processes. The teams provide resolutions over the phone to inquiries regarding enforcement actions such as bank levies, license suspension and passport suspension. KEY ACCOMPLISHMENTS FOR 2019 • Identified the impact of reduced resources to customer service metrics in the Call Center through sensitivity analysis and used data to calculate the appropriate number of full-time staff to meet required Call Center customer service goals. • Increased accessibility and customer convenience by extending customer service Call Center by 30 minutes per day. • Developed the Call Center Customer Experience Improvement Plan through quality assurance, survey data analysis and process analysis to improve customers overall experience. Answered Collected Average Wait Time Answered 156,409 2.53M 00:42 81% Seconds Incoming In credit card payments, of incoming calls in calls a 5% increase over the less than 90 seconds prior FFY. GOALS FOR 2020 2O0P1E9R•YAeTaAIrOnInsNwRSeervoievwer 80% of incoming calls within 90 seconds • Average call wait time under 90 seconds ORANGE COUNTY CHILD SUPPORT SERVICES OPERATIONS 2019 YEAR IN REVIEW | 11

CUSTOMER SERVICE OPS CUSTOMER SERVICE CONTACT Customer Service Contact teams assist over 37,000 child support customers in-person through our Customer Service Lobby and Community Resource Center with the establishment and enforcement of child support orders. They provide alternatives for order establishment and modification through an agreement (stipulation) process, and build partnerships to bridge the gap between child support services and community resources for customers. KEY ACCOMPLISHMENTS FOR 2019 • Established a new partnership with Social Average Wait Time Services Agency (FaCT Program) and provided <8 Mins on-site child support services at multiple 31% of Family Resource Centers (FRC’s) in South In CSS lobby Orange County. court orders established through the 370 • Establishing a Referral Program in partnership stipulation process with America’s Job Center of California to refer outreach events unemployed or underemployed parent to in 2019 throughout Orange County employment services GOALS FOR 2020 • Keep lobby wait times below 9 minutes. • Establish 30% or more of child support court orders through the Stipulation process. • Build more partnerships throughout the community. 12 | OPERATIONS 2019 YEAR IN REVIEW ORANGE COUNTY CHILD SUPPORT SERVICES

OPERATIONS ORANGE COUNTY CHILD SUPPORT SERVICES 2019 Year In Review ATTORNEY TEAM Dee Dinnie The primary focus of the Attorney Team is to provide Chief Deputy Attorney legal support to the Orange County Department of Child Support Services by way of court hearings, first floor Attorney Team Stipulation Team/Customer Service support, and general legal counsel for the various teams within the agency. Our STAFF team is dedicated to the mission and vision of the agency. We are aligned with the overarching goal of the IV-D Program in ensuring that children receive the financial support that they need to thrive through the establishment, modification and enforcement of child support and medical support orders. 1 Chief Attorney Robert Sech Supervising Attorney 17 3 Supervising Attorneys Deputy Department 13 Counsel LEADERSHIP STRENGTHS Carlota Serna STRATEGIC THINKING Supervising Attorney Context2, Input, Intellection2, Learner3 Julia Montgomery Supervising Attorney RELATIONSHIP BUILDING Connectedness2, Developer, Harmony, Relator INFLUENCING Competition, Maximizer EXECUTING Achiever2, Belief, Deliberative, Focus, 13

ATTORNEY TEAM KEY ACCOMPLISHMENTS FOR 2019 • Preparation of comprehensive legal memoranda for Parentage, Service of • Developed court work-up and visitation Process, Text Messaging and Contempt calculation training sessions Actions • Presented at the CSDA National Legal 14,000 College and CSDA Annual Conference Calendar • Participated in the So Cal Regional Settings Trainings and SDA Attorney Forums • Legal Support: Safe Access Initiative and the Teen Parent Program GOALS FOR 2020 • Continue maximizing the efficient use of court slots • Maximize collections in court and at the Customer Service Center by seeking child support payments at every point of contact • Continue to use our legal knowledge and skills to increase child support collections in creative ways, i.e., through the effective use of QDRO’s (Qualified Domestic Relations Orders), civil liens, probate actions, and any other means • Continue to provide legal counsel to various areas of the agency by embedding attorneys with various units, such as Establishment Team and PPM. • Continue building productive professional relationships with our community partners to increase the visibility of our agency and its 14 | OPERATIONS 2019 YEAR IN REVIEW ORANGE COUNTY CHILD SUPPORT SERVICES

OMBUDSMAN & COMPLAINT RESOLUTION PUBLIC INFORMATION OFFICER & CIVIL RIGHTS Keith McHorney The Ombudsman Team helps customers get child support Administrative Manager I services; inform customers of their rights and responsibilities; Ombudsman & Complaint Resolution helps resolve case issues; and assists with the complaint Public Information Officer & Civil Rights resolution process. The Ombudsman Team also manages the ‘Confidential Caseload’, processes Mistaken Identity claims, and KEY ACCOMPLISHMENTS represents CSS at EDD/UIB hearings. If still not satisfied after FOR 2019 working with the Ombudsman Team, either the CP or NCP can file a complaint through the Complaint Resolution Program and may request an administrative state hearing if they disagree with the CSS’s written response/findings. The Public Information Officer is responsible for interactions with the media, serves as the CSS spokesperson, and is a key point of contact for CA DCSS and the County Executive Office. Responded to The Civil Rights Officer is responsible for investigating customer claims of discrimination on the basis of race, color, 1,969 religion, sex, national origin, disability, marital status or age. Customer GOALS FOR 2020 concerns/ issues received via hotline, e-mail, fax and USPS mail Received & processed • Enhance tracking of • Increase media outreach issues escalated to to promote child support 143 claims of Ombudsman Team and services. share findings, patterns, mistaken identity and resolution successes with LCSA personnel. 1 Civil Rights Complaint Received • Resolve 95% without request for a state 94% hearing. Maintain 100% favorable state hearing (48 of 51) Decision and Orders. Formal complaints 2O0P1E9RYArwfeoeTiarcthIresOoitIvauneNttedRrSehreeqevsuaioerelisvnwtegd ORANGE COUNTY CHILD SUPPORT SERVICES OPERATIONS 2019 YEAR IN REVIEW | 15

EXECUTIVE MANAGEMENT SUPPORT Executive Management Support provides administrative and logistic support for child support programs and operations, and coordinates employee engagement activities as well. It is responsible for facilitating town halls, employee recognition and suggestion programs, supporting department-wide initiatives and projects in the various areas of CSS, and department and county- wide fundraisers. KEY ACCOMPLISHMENTS FOR 2019 • Conducted Employee Engagement Focus • Provided volunteers and coordination at the Groups as follow-up to the 2018 Employee 2019 CSDA Annual Training Conference & Satisfaction Survey to improve employee Expo. overall satisfaction in the workplace. • Coordinated employee engagement events: Staff Appreciation Day, Holiday Luncheon • Provided support in refining MCT’s public and Winter Social. awareness campaign strategies and expansion of advertisement methods across several social media platforms. GOAL FOR 2020 • Increase employee engagement activities in 2020. • Provide increased levels of administrative and operational support to child support • Consolidate Social Committee and operations and program support services. Employee Recognition Committee into one committee. • Increase staff involvement in planning employee engagement activities. 16 | OPERATIONS 2019 YEAR IN REVIEW ORANGE COUNTY CHILD SUPPORT SERVICES

OPERATIONS ORANGE COUNTY CHILD SUPPORT SERVICES 2019 Year In Review 2019 AWARDS MARKETING CAMPAIGN PROGRAM AWARENESS AWARD The Marketing Campaign is to establish an effective multi-medium marketing campaign that will raise PROGRAM awareness and create a positive image of the child support ENGAGEMENT program and its services. advertising by targeting AWARD underserved concentrated areas of Orange County The initiative aims to educate customers and increase public awareness by increasing online presence, refreshing printed publications and employing non-traditional media advertising by targeting underserved concentrated areas of Orange County. PREDICTIVE ANALY TICS ACHIEVEMENT AWARD The primary goals in the implementation of Predictive Analytics (PA) and development of predictive models were INCORPORATING INNOVATIVE to improve business efficiencies, evaluate client needs, and TECHNOLOGY AWARD inform child support policy. CSS’s efforts have resulted in consistently high markings according to state and federally mandated goals. With the implementation of PA technology, the agency is able to rapidly enhance services for the community we serve. 17

OPERATIONS ORANGE COUNTY CHILD SUPPORT SERVICES 2019 Year In Review COLLABORATIVE ACCOMPLISHMENTS These accomplishments reflects success when efforts are focused on providing high quality customer service, staff development, improving business efficiencies, increased employee engagement and strengthening partnerships with community organizations. AREA ACCOMPLISHMENTS CUSTOMER SERVICE • Extended Call Center hours for an additional 30 minutes a day for • CSS served over 63,000 families added customer convenience. and 75,000 children FFY 2019. • Established partnerships with local • Developed and implemented a One Stop Centers to assist non- department-wide Safe Access custodial parents (NCPs) in Program including policies and overcoming employment and career procedures, training, customer care challenges, and with the OC and partnerships to improve safe Workforce Development Board to access to child support. create a referral process serving unemployed NCPs. • Established a Customer Survey Governance Committee to review • Established a new partnership with monthly customer service results, Social Services Agency’s FaCT trends, comments and feedback Program to collaborate and provide that will assist in identifying child support services on-site at opportunities to improve service multiple Family Resource Centers. delivery and create innovative solutions. PERFORMANCE MEASURES • CSS collected 68% of the total current support owed in FFY 2019. • Distributed an average of $15M per month in child support payments in • CSS collected on 67% of cases with FFY 2019. arrears owing FFY 2019. RESOURCE PLANNING • Created a Strategic Alignment Model (SAM) to capture the tasks and responsibilities of each operational unit and the associated resources to support ongoing sensitivity testing of our service levels for core and enhancing program functions. 18

OPERATIONS ORANGE COUNTY CHILD SUPPORT SERVICES 2019 Year In Review COLLABORATIVE ACCOMPLISHMENTS ...continued EMPLOYEE ENGAGEMENT • Implemented a new Growth and • Refreshed CSS’ vision, mission and Rotational Opportunity program in values by engaging with all levels of which staff can identify rotation staff through brainstorming interests for their personal growth. sessions and value voting day. • Conducted Employee Engagement • Implemented Mentoring for Focus Groups to better understand Performance, a performance overall employee satisfaction on key management approach that topics such as culture, includes education of CSS leaders, communication and leadership. innovation and evaluation STAFF DEVELOPMENT • Conducted 10 Poverty Simulation sessions and trained 386 or 91% of CSS staff for better understanding of how low-come families survive from month to month. • Implemented Individual Growth Plans for staff’s customized growth and development. • Senior Leaders led the Annual Supervisor Offsite planning, implementation and group discussions on Leadership Strengths. 19

OPERATIONS ORANGE COUNTY CHILD SUPPORT SERVICES 2019 Year In Review GOALS FOR 2020 CSS strives to improve efficiency and customer service within available state and federal funding. CSS will continue to seek innovative approaches and strengthen partnerships with community to meet the needs of families in our caseload.  Meet or exceed 3.5 out of 5 overall Customer Satisfaction  Increase Distributed Net Collections to $187M  Increase percentage of Collection on Current Support from 68.7% to 69.2%  Increase percentage of Cases with Arrears Distributed from 67.7% to 69.1%  Decrease percentage of cases paying 0% of Current Support Due to 16.9%  Increase the amount of Distributed Arrears to $55M  Increase never-assisted Case Openings to 3,600  Review 1,200 Zero Orders DEPARTMENT RE-STRUCTURING Steven Eldred Maria Arzola Rachael Vargas DEPUTY DIRECTOR DIRECTOR CHIEF DEPUTY PROGRAM SUPPORT DIRECTOR SERVICES Veronica McNamara DEPUTY DIRECTOR CASE MANAGEMENT OPERATIONS Ian Rudge DEPUTY DIRECTOR CUSTOMER SUPPORT OPERATIONS 20



OPERATIONS | 2019 Year In Review ORANGE COUNTY CHILD SUPPORT SERVICES