Support Report

Suppor t Repor tOrange County Department of Child SupportNSewesrlevtteirce1s Fall 2018

2018 FALL EDITION2 OC CSS INDEX 2018 EMPLOYER FORUM PAGE # 4 MY LUCKY DAY PAGE # 5 A TOTALLY AWESOME DAY OF APPRECIATION PAGE # 6-7 WOMEN TO WATCH IN 2019 PAGE # 8 TELECOMMUTING NEWS PAGE # 9 YEAR-ROUND GARDENING PAGE # 10-11 GETTING TO KNOW YOUR DDC PAGE # 12 GROWTH THROUGH DEVELOPMENT OPPORTUNITIES AND CHANGE PAGE # 13 CSS IDEA LAB PAGE # 14-15 AROUND CSS PAGE # 16

Newsletter 3FROM THEDIRECTOR-Steven EldredFall is here, and students of all ages are back to school. efficient so we can spend more time talking to customers This is a time of new opportunities, new adventures, and and making decisions. Those are things no computer canbuilding on what we treasure most. So what is new in the do.child support world? We have a new state Director, DavidKilgore. State DCSS and CSDA are working together on plans We have staff attending financial workshops into increase funding for the lower-funded local agencies. Sacramento, others on CSE development workgroups,Fortunately, we are among the better-funded agencies and and some on training around the state. Internally we haveprobably won’t see any changes to our funding or program. had training events and classes on self-improvement, business analysis, and quality assurance. We haveState DCSS is talking about Artificial Intelligence and initiatives on Safe Access (family violence), communityhow we might use AI in our program. No, not drones or resource partnerships, Teen Parents, jail outreach,robots to do locate! But as we work cases, sometimes military and veterans outreach, and a host of others. we spend a lot of time searching multiple And we’re not just doing it, we’re doing it well! Once again screens to get a big picture of the case Orange County Child Support Services has been selected and what needs to be done. Then we as a winner of a CSAC (California State Association of make the critical decision about the Counties) Challenge Award. Our Teen Parent Program next appropriate action, and touch was selected from a large field of competitors as an another handful of screens to carry example of government providing valuable services in a out our plan. What if the computer great way. searched all those screens for us, and ‘teed up’ the critical decision? Then But what about our core mission – helping parents we tell it what plan we want to take, successfully support their children? The heart of every and the computer makes all the entries, project, every initiative, every activity in which we automates the next steps, etc., participate, is really simple. We can have fancy programs reducing the amount of time and complex computer systems, but we know our we spend on the case? CSE purpose is to put Cheerios on the table and sneakers already does that in many on kids’ feet. That simplicity is one of the reasons I love ways, but what if CSE could this mission. No matter how complex my day is, or how ‘learn’ what you like, what crazy my calendar may be, I know there are families works best, etc., and counting on us to help them get the financial and medical recommend the most support those kids need. They’ll take care of helping with appropriate enforcement? homework and learning to ride a bike. But that can’t happen if our families are worried about making rent or We shouldn’t worry buying groceries. It doesn’t get any simpler than that. that this is a plot for the machines to take over So keep up the great work – lots of kids are back to school, our jobs – it is just a counting on us to help their parents! way of making us more

4 OC CSS2018 Employer Forum By Sophea Marr This year, topics Include: Employers play an important and vital role in helping families by honoring and processing the Income Withholding Order (IWO) and National Medical• Child Support Services Overview Support Notice (NMSN). Last year, in collaboration with employers, over 64%• Employer Express Team of the total child support collected for families came through IWOs. This year, OC CSS hosted its ninth annual Employer Forum on November 7 – continuing its Background partnership with employers.• EDD-New Hire Registry• Non-IVD Cases Employers and payroll professionals attended this in-house event that provided• Wage and Insurance Verifications a platform for employers to ask questions, address concerns and gain a greater• IWOs understanding of the role they play in the child support process. We provided• Lump Sum IWO resources, tools, and information to help them successfully fulfill their role. In• e-IWO addition, we conveyed a message of the positive impact employers have on• NMSNs children, as well as the parents they employ. As in the past, this successful event focused on collaboration and partnership opportunities with employers and payroll personnel. This year, employers participated in person or by webinar. The presentation was fully accredited by the American Payroll Association (APA) and members who attended the event will receive credits toward their annual certification requirements. Employer Express Team looks forward to interacting and providing support to employers and payroll professionals throughout the year. Partnering to support families!

Newsletter 5 Congrats CSS! 2018 Challenge Award recipient in recognition of the Teen Parent Program.“My Lucky Day!”By Itzel ParraIn September 2018, during a Meet & Confer interview A few days later, NCP returned when Jessie was in and after reviewing notes in the Legal Paperless System, court. She assisted him and received a cashier’s checkSr. CSS Jessie Chavarria learned that parties might be for $30,000! He shared with Jessie that he was happywilling to stipulate. The result of a stipulation would not to see her and did not have to explain everything allonly result in case closure but a large lump sum payment over again to a different person. He said,to CP. Jessie inquired and confirmed with CP that shewas still interested in stipulating and asked NCP if he had “It must have been my lucky day!”the ability to pay the balance that day in court. Jessie’s collections techniques include explainingNCP stated he could make the payment that day and to NCPs how interest accrues on unpaid balances,provided his credit card. Unfortunately, his credit providing visual of CSE’s Financial Case Balance history,card was declined multiple times. The NCP could not asking for specific payment amounts or “Promise tounderstand why, knowing he had the funds, so he Pay” by a certain date, and always following up asattempted to call his bank with no avail. Ultimately, the promised. It is evident that her techniques are, andNCP agreed that he would return the next day with a continue to be, successful as Jessie is one of Legalcashier’s check. Jessie explained that she would not be Services’ top collectors.in the next day, however, any staff member would assistwith his payment. Jessie - thank you for your great work!

6 OC CSS A Totally Awesome CSS celebrated the annual Staff Appreciation Day on Thurs off our 80s apparel in a day of celebration for all CSS staff supervisors lined up to serve staff and show appreciation for totally radical games to participate in, and thanks to genero To demonstrate appreciation of CSS’ teamwork and dedi celebrates staff throughout the year with “small treats of a to winter treats to be distributed by our Executive Leader Employee Recognition Committee would like to thank our Staff Appreciation Day! Check out the totally radical moments that were cap Check out the totally radical moments that were captured on Staff Appreciation Day by clicking the link below: Click image to view mo

Newsletter 7Day of Appreciation By Candice Montellosday, August 30. Jammin’ to the totally gnarly 80s beats, we dusted ff. OCEA was present, providing a hot dog lunch, as managers andr all of their efforts and commitment to children. There were someous donations, totally awesome prizes to win! ication to customer service, Employee Recognition Committeeappreciation” for making a difference at CSS. Please look forwardrship Team with gratitude and appreciation for a job well done. entire Leadership Team for their support in creating a super radptured on Staff Appreciation Day by clicking the link below:ore event photos

8 OC CSSWomen toWatch in 2019Nominee - Cindy Tran-ChangThe California Women’s Leadership Association CWLA is an organization of professional women who are engaged in the community at everylevel. They work with leaders, foster future leaders, and collaboratewith decision and policy makers at all levels of government.It is our pleasure to announce that PPM Manager Cindy Tran-Changreceived a nomination from CWLA for the Women to Watch in 2019award, in the Community of Heroes category. Past recipients of CWLAawards include Senator Janet Nguyen and Lisa Bartlett, among others.In September 2018, Tustin City Council Member Leticia Clark nominatedCindy for the award. At that time Leticia was a new council member wholearned about Cindy’s work and wanted to recognize her for her leadership and desire to help empower young girls.It started in 2014, when Cindy, a Gold Award Girl Scout recipient, led her 5th grade troop in conducting researchinto the dangers of smoking. The troop, which included one of her daughters, collaborated with the American LungAssociation (ALA) to survey the public’s perception on smoking. Over 250 surveys were collected and presented to theTustin Community Service Commission. Through partnerships with the city, they also held a “Trash the Ash” cleanupday. Next, they created an awareness pamphlet highlighting the dangers of smoking and presented their work to theTustin City Council requesting an ordinance be passed declaring Tustin city parks smoke free.The girls continued advocating for clean parks. They expanded their focus to learn about the dangers of vaping andcreated a pamphlet educating about its startling statistics. After three years of hard work, on October 3, 2017, the CityCouncil passed an ordinance making Tustin Parks 100% smoke free and a ribbon cutting ceremony was held to unveilthe signage! Persistence and determination resulted in a successful outcome! Since then, they continue to collaboratewith ALA and city offices in advocating for clean parks and smoke-free outdoor dining in Tustin.Cindy continues to advocate for youth civic engagement and empowering young girls to take action. Her work doesnot end there. Cindy volunteers in numerous community service and non-profit organizations such as: GSOC STEMCommittee and leads the Girl Scout Day of Service event, Assistance League of Santa Ana where she holds the VP ofPhilanthropy seat; Modjeska Outreach and Resource Development committees and Time to Give Back Foundation. Congratulations on the nomination, we applaud the important work you do and the impact you make in the community!

Newsletter 9Telecommuting NewsBy Ramiro EspinozaOn May 1st, the Telecommuting Pilot Project commenced. The team consists of a supervisor, two Senior Child Support Specialists and four Child Support Specialists. With the exception of the Supervisor, staff began workingfrom home three days a week, and toward g four days a week from home, with Thursday being the in-office day.Project team members were provided a mobile phone, laptop, keyboard, and monitor as their home workstationequipment and have a dedicated IT resource to quickly address any issues when working from home.Team members are enjoying the experience and have shared benefits, from their perspective, including:Feeling more productive More relaxed work environmentIncreased well-being Camaraderie with team members from the shared experience Fewer distractions resulting in more“fSoceulsfedgcruostowmtehr seirsvictehe driving force behind sucess of growth”Workload, productivity and quality are measured regularly and the results of the pilot project are providing valuableinformation toward the effectiveness of this work model at CSS. In addition, we continue evaluating technology andother available resources to increase our understanding of the opportunities that telecommuting presents.Stay tuned for more updates in the near future...

10 OC CSSGYeaarrd-eRnoiunngd By Casey AguilarIs your garden looking a little tired? Are the flowers starting to wilt? Sometimes, the need to refresh your garden can be seasonal. Other times, the need to reinvigorate your plants is just as simple as adding fresh soil or regularly adding nutrients in the water. Just as with our gardens, staff needs to be regularly re-energized! In an effort to keep employees engaged in their work and help them grow, leaders need to invest in staff throughout the year. Here are some ways you can successfully help staff develop all year long: 1. Set frequent goals Rather than setting and discussing employee goals once a year, optimize their growth by frequently establishing more relevant and achievable goals. If needed, revise goals sooner, rather than later. Results will be easier to see! 2. Offer opportunities for individual development Providing coaching and developmental activities will create a culture of growth. To ensure continuous growth and increased productivity, provide the tools they need to function at their best! 3. Check in regularly Reviewing employee progress more frequently will build trust and keep the lines of flowing! Just as we check that our gardens need to make sure our staff have w all year-

Newsletter 11 communication have the nutrients they need, wewhat they need to grow and thrive-round!

12 OC CSSGetting to KnowYour DDCWhy did you choose What attracted you to Isabel Navathis career? CSS? Attorney III, Legal ServicesI always wanted to work in the I enjoy being in court andpublic sector, for either a non- interacting with customers and Attorneyprofit or a government agency. The staff. Being able to work in an Teamculture at CSS is a great fit for me. I office environment for a few daysenjoy working with staff at all levels. a week and go to court the other What are your favoriteAfter years of commuting, CSS has days provides a healthy balance for hobbies and pastimes?allowed me to work and live in the me.same county for the first time in my It would be nice to say somethingcareer. What do you exciting like skydiving; the reality consider your biggest is I truly enjoy lounging at home,What college(s) did accomplishment? watching T.V. and enjoying a goodyou graduate from? glass of wine with my partner, Kalyn. I think being a lawyer is my biggest Our two dogs, Gus and Anya, reallyI grew up in Los Angeles and accomplishment. As a child, I knew appreciate our family “couch time.”received my undergraduate degree I wanted to be a lawyer thoughfrom UCLA. I attended Benjamin I doubt I knew what that really Can you tell me aboutN. Cardozo School of Law in New meant. All I knew was that being your family?York City. Law school was really an attorney might be a way to helpthe first time I left SoCal. Frankly, my community. I am currently the My parents and older brother wereI hadn’t even visited New York only lawyer in the family. However, born in Mexico. My younger sisterbefore deciding to move there for I am happy to report others are and I were born in the U.S. Yourlaw school. now considering this profession. typical story, my parents, along with my brother, came to the US seekingDid you practice law a better future for themselves andprior to working for their children. My parents alwaysCSS? emphasized to us the importance of getting an education, workingI worked for the Children’s Law hard toward a career and betteringCenter in Sacramento for about ourselves.four years. I then transferred to theLos Angeles office and worked therefor a year. I worked on dependencycases representing kids in the fostercare system. When the positionat CSS opened, I applied and wasfortunate to be hired.

Newsletter 13GDerovweltohpthmroeugnhtOpportunities and ChangeCSS’ 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 tochallenge yourself and take advantage of a path for growth and development. The following individuals have recentlytaken on exciting new growth opportunities at CSS: Employee: From: To: Mary Murphy Enforcement Team 2 Legal Services BGerrie Williams Specialized Legal Services Stipulation Team A Gloria Land Management - Management - Customer Service Operations Case Operations Patti Welch Management - Management - Customer Service Operations Lilia Lopez Case Operations Policy & Process B Management Support- Ann Martin Collection & Performance Reports Management Support - Policy & Process B Special Services Angelica David Lisa McKay Enforcement Team 2 Legal Services - Specialized Team Enforcement Team 3 Legal Services - Specialized TeamGustavo Ramirez Case Initiation Team B Legal Services - Specialized TeamAlma Rubalcava Customer Service Contact Legal Services - Specialized Team Alex Velazquez Team A Legal Services - Specialized Team Julie Matsuoka Call Center Team C Enforcement Team 2Teresita Salazar Call Center Team B Enforcement Team 3 Call Center Team B Enforcement Team 2 Duc Au Case Initiation Team A“Self growth is the driving force behind success and growth.”

14 OC CSSCSS Idea Labs By Brandon BankovichTurning ideas into action! This was the theme introducing CSS’ Idea Labs as an opportunity to volunteer and partic evolution of CSS. The Idea Labs are an approach to sharing ideas to heighten business processes and service delivery. Vnon-managerial roles shared ideas in three sessions - each one focusing on either enhancing customer service delivery, pobjectives or business efficiencies. The sessions were an overwhelming success, with participants providing over 130 ideas!A panel of five Administrative Manager IIs had the exciting task of reviewing each idea for consideration based on several factocost, operational efficiency, policies, procedures and impact to our customers. For the initial round, idea originators teamsponsors to write proposals, turning their ideas into reality. Here are the current results of the initial round of 15 ideas: Completed Pending In the Future AssessmentEmail reminders for payments Real time call surveybetween IWOs Create centralized page (texting/transfer to survey)LRC refresh and increase listing customer service Chat for external onlineuser-friendliness initiatives department-wide for customersCRC Lobby TV staff’s reference Implement consistent Extended PM lobby hours application of businessExtended Call Center hours practices throughout CSS Internal online chatPlay music in the lobby (Skype for Business) All unit customer feedbackMake department priorities and shared department-widegoals clear Increase awareness of unitFIDM Roadshows customer campaigns, projects and changesNext on the horizon, the Idea Lab panel is moving forward and processing another round of ideas. Collaboration with idea orassignment of sponsors is under way. If you are an idea originator, keep an eye out for a meeting invitation to start makinga reality in the near future!

Newsletter 15cipate in theVolunteers inperformance! Way to go!ors includingmed up withriginators and Keep sharing yourg your visions ideas; you truly make a difference for our customers and CSS!

AROUND CSS16 OC CSS INDEX COMMITMENT TO EXCELLENCE PAGE # 18-22 SUPERVISOR OF THE QUARTER PAGE # 22 TEAM OF THE QUARTER PAGE # 23 MANAGER OF THE QUARTER PAGE # 24 DIRECTOR’S CHALLENGE COINS PAGE # 25 CUSTOMER SERVICE COMPLIMENTS PAGE # 26 SERVICE AWARDS & NEW HIRES PAGE # 27

And all at once,summer collapsed into fall. Oscar Wilde

18 OC CSS COMMITMENT TO EX The Commitment to Excellence Award is presented to CSS employees in recognition ofoutstanding achievement, exemplary attitude or commitment to staff and customers. The following staff being recognized today were nominated by their supervisors or peers.Nominated by Ramona Avila – I information, which helped with RACHELLE CHAVEZbelieve Rachelle deserves the the development of detailed step-Commitment to Excellence Award for by-step instructions. CSS definitelyconsistently going above-and-beyond benefits from Rachelle’s knowledgeas a team player and collaborator. and valuable input, as we developed a thorough and detailed instructionalAs my co-lead for Establishment product that will help staff work thesematters, she steps up like a champion tasks thoroughly and efficiently.when I am unavailable, and handlesthe assignment or issue like her own, CSS, especially PPM, is very fortunatewith excellent efficiency and accuracy. to have someone like Rachelle, whoOne of my recent assignments was to is extremely approachable, gracious,review the FM003 and AN000 tasks and giving of her time, skills andand develop instructions for staff. knowledge. She is truly an asset toRachelle assisted with the review our team and agency. I am proudand analysis, collaborating with to work on any assignment withEstablishment staff to gain better Rachelle and grateful to call her aunderstanding, and offering insightful trusted colleague and friend. CATHY GRAJEDA AND CLAUDIA KABOT Nominated by Sharen Owens – Cathy Grajeda and Claudia Kabot were instrumental in providing stipulations training to Call Center staff. They served as subject matter experts before and during training. Cathy and Claudia are knowledgeable about stipulations and were more than willing to share their expertise. During the research phase of developing this course, they were patient, answering eachand every question asked of them. They were prepared at each meeting andalways insightful. When it came time to deliver training, their demonstrationswere spot on. Stipulations training provided Call Center agents with theinformation they need to confidently assist customers. Cathy and Claudiademonstrated professionalism throughout the entire process. It was apleasure collaborating with them.

Newsletter 19XCELLENCE AWARDSMARYSOL PLACENCIO Her efficiency in managing her and produce great results due to herNominated by Sophea Marr – It is caseload allows her to free up time commitment and support for ourmy pleasure to recognize Marysolfor her excellent work ethic and to assist her teammates by taking Department’s mission.commitment to serving our customersand community. Her exemplary work on additional responsibilities, whenproduces timely customer servicedelivery and consistent performance. necessary. During a recent transition, Marysol describes her work as aMarysol balances her workloadto ensure she consistently meets when Employer Express was down passion to help others and has a strongdeadlines and compliance timeframes. a member, Marysol jumped at the understanding of the Department’s opportunity to assist her teammates values. For instance, she takes initiative by volunteering to conduct additional to perform her tasks by being at work outreach, which Marysol successfully ahead of schedule so that she can be completed in a timely and effective ready to promptly take employer calls manner. For example, she placed when ECSS lines open. Once her work highest priority on personal contact is complete, Marysol does not wait to with employers to educate them about be asked what she can do to help the processes related to IWOs, NMSNs and team or her supervisor; she simply other case related matters. takes initiative and asks where she can be of assistance. Marysol is a fountain of knowledge and freely shares her expertise whenever I often look up to see Marysol at my you speak with her about a case or door asking, “I’m done with my work, situation. I admire her dedication to do you want me to help someone else do what is right for our customers or do you have something I can help and colleagues. Marysol continually you with?” Thank you Marysol, for your demonstrates interest in her efforts to strong work ethic and commitment to learn and grow. When given a project, the Department, the team, and our she shoots for the moon, eager to customers! listen, ask questions, provide input, KARL DURANNominated by Frances Nguyen – Karl Duran is deserving of the Commitmentto Excellence Award for sharing his financial knowledge with CPRT staff.Due to rebalancing of CPR Teams, financial training for our Senior CSS’ wassolicited from Post Order. Karl offered to assist with training staff on enteringdirect payments, updating charging instructions and adjusting accounts.He provided an overview of the financial actions to four seniors and theirsupervisors by sharing his insight and answering all of our questions. Thankyou Karl for assisting CPRT staff and being a team player! Around CSS

20 OC CSS COMMITMENT TO EX NANCY KRESCANKO Nominated by Sean Hogan – Nancy is responsible for managing the COAP program, which involves assisting non-custodial parents with reducing the amount of arrears owed to the county on their cases. Nancy has been instrumental in reducing the burden to both the non-custodial parent as well as the County. Not only does she work COAP cases, Nancy also provides presentations regarding COAP to other teams and supervisors. In addition, she is also a trainer and mentor to staff on understanding and working with COAP related cases. CSS has benefited from Nancy’s expert and thorough attention to detail which has enabled CSS and the State to eliminate stagnant cases and their balances from the books.Furthermore, she presents a professional and positive impression to both non-custodial and custodial participants. Thiscreates good will which extends far beyond the COAP process and works to make CSS a more approachable agency to allthose involved. Nancy’s in depth knowledge of the COAP process and her ability to communicate its principles in simplelanguage inspires trust and confidence in the public, creating a friendly and approachable face for CSS. DJ WUNominated by Lea Almazan – I have worked with DJ Wu for over 10 yearsnow. When I first met DJ, she was working in the payroll department. Asfor me, I was a new employee who had many questions regarding timecardsand payroll. DJ never complained and gladly assisted me by answering all myquestions. As I can remember, she was always kind and smiling.Recently, I had a question and reached out to DJ; I needed to know whereto send a document for payroll. DJ went above-and-beyond, and foundthe answer for me. It was a question for payroll, which is not DJ’s currentassignment. This left a lasting impression on me, I thought to myself, what anawesome attitude DJ has, she never changes.From what I have observed and experienced, DJ tackles her job with passion and pays close attention to detail. Herwillingness to help others is amazing and extremely encouraging for everyone who works at CSS. DJ’s interpersonalskills are outstanding, she knows how to get things done while being considerate of others. I just want to recognize herfor her constant, never changing, great attitude!

Newsletter 21XCELLENCE AWARDS MARIE VUNominated by Russell Royston – I am pleased to nominate Marie Vu for thethe Commitment to Excellence Award. Marie is an invaluable member ofEstablishment B thanks to her energetic demeanor and disposition. She isthe ultimate team player as she provides support and assistance to her fellowco-workers as well as legal staff, when needed for Vietnamese customersappearing in court.In addition to her daily responsibilities, which include reviewing cases forS&C\PJs as well as working a double caseload from late March to May, sheand co-worker Roberta Machado were selected to assist with the Set AsideProject, which consisted of cases with presumed income orders. The Statefix resulted in the generation of over 300 cases that required clean up. BothMarie and Roberta worked these cases diligently and with minimal instructions. They worked together with PPM andprovided invaluable feedback in the creation of step-by-step instructions for LRC.Marie can be relied upon to successfully complete all assignments given to her within the timeframes provided. She isa strong and dependable member of the Establishment Teams and we are extremely fortunate to have her.MATTHEW REICHMAN Nominated by Robert Sech – Matthew was instrumental in the success of the CSS attorneys’ presentation at the 2018 CSDA Legal College. In addition to serving as director of the presentation, he was a critical member in editing the PowerPoint slides and scripts used by the attorney staff during the presentation. Matthew has continued to serve as an attorney on the general calendar as well as serving as the stipulation team attorney liaison on a month-on, month- off basis. Through his efforts and knowledge, he has successfully helped in settling several cases, which would have otherwise ended up as long cause evidentiary hearings. Matthew continues to receive positive comments from our customers, which highlight his assertive yet diplomatic approach to his court cases.Around CSS

22 OC CSS COMMITMENT TO EX KRISTIN CHAVEZ Nominated by Robert Sech – In addition to her regular caseload on the general calendar rotation, Kristin shares the duties of the first floor customer service liaison attorney. She is also the primary contact for Establishment and Case Initiation Teams. While Kristin’s regular work is exemplary, she also contributed to the most recent CSDA Conference as well as the 2018 CSDA Legal College. For the Conference in May, she co-developed and successfully presented a segment on legislative updates in front of a large audience. And earlier this month, she was part of a group of CSS attorneys who presented a segment at the CSDA Legal College. For the latter, Kristin was instrumental in the editing of the script, development of the accompanying PowerPoint, and coordination of the timing in the presentation. Both appearances were her first training segments presented to a statewide audience of child support professionals. Kristin’s efforts both in the office and at these conferences have continued to show the quality work done by CSS as an agency.SUPERVISOR OF THE QUARTER MELANIE KOCH Nominated by Esther Hernandez – Child Support Services is committed to providing outstanding customer service and Melanie is a great example of such service, which she gives to internal and external customers. Melanie provides everyone with 110% of herself, no matter who she is working with; may it be a customer on the phone, her team, peer Supervisors or Management. She dedicates herself to making sure our teams run seamlessly, and helps out wherever she can and does it with a smile! Melanie shares her knowledge willingly, helping her staff and co-workers GROW! She has the gift of motivation and uses it to accomplish projects, activities, or day-to-day processes. Melanie always takes on additional tasks in order to assist others. In addition to giving her 110% in our Case Initiation and Establishment teams, she shares herself with other areas as well. Did you know she is also part of the Social Committee? Her energy, commitment, motivation and quality customer service is conveyed and experienced office wide! By the way, she is a member of our floor Emergency Response Team making sure we are safe at work. Melanie is what CSS is all about – Commitment to Excellence! Around CSS

Newsletter 23XCELLENCE AWARDS TEAM OF THE QUARTER Nominated by David Ruvalcaba – Training and Career Development (TCD) is deserving of the Team of the Quarter Award. As winners of the NACo (National Association of Counties) award for Child Support Services’ Leadership Development Initiative, TCD plays a large role in the professional growth of CSS’ leaders. TCD provided two off-site trainings, one for managers and one for supervisors, which were both extremely successful and launched our agency into the growth mindset. CSS’ quarterly leadership sessions, LIFT and LEAD, provide continuous opportunities to learn important lessons, gain tools, and work with experts in the field of leadership. Not only does TCD host these sessions, the team is also responsible for the implementation of SELF Certification, a program available to all staff interested in leadership, and coordinates the Leadership Development Program (LDP) for newly hired and promoted leaders. TCD has been essential in maximizing leadership development opportunities, helping to raise engagement and accelerate the professional growth of CSS leaders. The team also ensures growth by delivering an average of 60 hours of department-wide and unit specific training every month. TCD works extremely hard and are passionate about helping others grow. I am honored to be leading this team. Above: Jan Dunford, Cheryl Vargas, Aaron Dang, Josie Ramirez, and Sharen Owens.

24 OC CSSVelita RishManager of the QuarterVelita Rish provides leadership to Orange County’s high performing Call Center, which includes four Call Center Teams,the Immediate Response Team, and the FIDM/SLMS/Passport Team. Under Velita’s leadership, Orange County (OC)Call Center answers the third highest call volume when compared to the other Big 6 Counties.Velita continually demonstrates her commitment to CSS, her staff, and especially the customers we serve in herday-to-day performance as the Call Center manager. During CSS’ Extended Call Center pilot, Velita showed flexibilityand commitment to educating the pilot team and staff to ensure the pilot was successful. For example, Velitacollaborated with the Extended Call Center Lead and Senior Manager regarding Call Center logistics such as properequipment needed for workstation assignments for non-Call Center staff, hands-on training of the phone equipment,Call Center applications (Call Log), and daily ECSS (telephone services) reports. Velita also ensured the Call Centersupervisors were available to assist with monitoring the queues and transitioning the overtime staff onto the phonesto ensure our customers did not experience a disruption in service. Velita was instrumental in ensuring that the goalof the Extended Call Center pilot was met. In addition, Velita continues to lead and provide oversight of this effortfor the department, today.Velita also focused on staff development for all of Call Center staff and especially the ten newly hired call agents.Velita used her training expertise and guided the Call Centers Supervisors in the development of a robust Call CenterTraining Plan for newly hired Child Support Specialists. This robust Call Center Training Planincluded a training timeline, call observation with a checklist, hands-on training, callbuddie-mentor, and rotational call handling with immediate feedback. As a result of thisextensive training plan, the newly hired call agents were properly equipped to performtheir jobs and answer customers’ inquiries. In fact, during the transition of these newlyhired call agents onto the phones, there was no impact to Call Center’s overall surveyresults. Velita has done an outstanding job in meeting the ultimate Call Center goal ofensuring that each caller is provided optimal customer service with first callresolution in an efficient, courteous, and professional manner.Velita’s proven accomplishments makes her deserving of the recognitionas ‘Manager of the Quarter’. Please join me in congratulating Velita on thisacknowledgement.

Newsletter 25Director’s Challenge CoinsChallenge 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 theircontribution to CSS’ mission, values, a special project, event, and/or service. It is a physical representation and tangiblekeepsake 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 exchangedpalm to palm via a handshake. We hope you collect these coins for years to come!CONGRATULATIONS to the following Director’s Challenge Coin recipients: Employee Recognition Committee (ERC)ERC contributions to a successful CSS Staff Appreciation event on Thursday, September 30, 2018. The event would nothave been possible if not for their teamwork and dedication, which are part of CSS’ core values, and commitment toemployee engagement.Jasmine Ochoa Desiree GonzalezSenior Child Support Specialist Staff SpecialistCynthia Reyes John SalgadoSupervising Child Support Specialist Senior Child Support Specialist Maria D. Ruiz Staff AssistantCandice MontelloSenior Child Support SpecialistMichele TsachpinisStaff Specialist Around CSS

26 OC CSSCustoCmeormSerpvilciementsCP said Gary provided such good NCP is thankful for Sashi’scustomer service that she feltcompelled to put in a good word ongoing assistance and promptfor him. Customer would huggedGary if she were in person at response. Her cheerful positivityour office, described Gary as and helpful attitude always shine through. Customer said, “You “Terrific” have been a bright spot in an otherwise and asset to our department. dark chapter.” Sashi Sharma Child Support Specialist Gary Carbajal FIDM/SLMS/Passport Child Support Specialist Call Center Team ANCP stated that Suzanne is the best caseworkerever; she treated him like a humanand not a delinquent. Customerrecently paid case in full. Suzanne Sulzberger Child Support Specialist FIDM/SLMS/Passport Customer also complimented the following staff for excellent customer service: Angelica David & Cari Rivera Child Support Specialists Enforcement Team 1JobWell Done!

Newsletter 27 SERVICE AWARDS35 30 25 20Cathy Looney Dorothy Bond Roger Onofre Cathy West Bryan Ngu Melissa Vega 15 Russell Royston Casey Aguilar Jocelyn Soofi Rafaela Damian-Grelck Tung Nguyen Angelica Beltran Carmen Sevilla Ramona Avila 5 10 Maria Martha Torres-Lopez Roman Gutierrez Denise Okamoto Shannon Wainwright Elizabeth Sayur Angelica Barrera Miriam Valles NEW HIRES Research Analyst IV Office Assistant Office Specialiast Rhiannon Vaughan Jerry Ocaya Brian Nguyen Francis Nguyen Research Analyst I (EH) Office Supervisor B Alicia Martinez Eva Lee Silvia BonillaEDITOR PHOTOGRAPHERVIOLETA GARCIA ALDENISE BELCERASSISTANT EDITORS PUBLISH DATEDAVID AYALA NOVEMBER 9, 2018RUBEN PADILLAJAN DUNFORD Around CSSMICHELE TSACHPINIS

28 OC CSS Our Mission To enhance the quality of life for childrenand families by establishing and enforcing court orders for the financial and medicalsupport 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]