Support Report

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

2020 SPRING EDITION2 OC CSS INDEX CUSTOMER SERVICE HOTLINE PAGE # 4 GETTING TO KNOW YOUR DDC PAGE # 5 TELECOMMUTING DURING COVID-19 PAGE # 6 LEGAL SERVICES HOTLINE PAGE # 7 SOLUTIONS AMID UNCERTAINTY PAGE # 8 EUREKA - ONE YEAR LATER PAGE # 9 TOASTMASTERS - MY JOURNEY PAGE # 10 TEXT MESSAGING PAGE # 11 CSS AT TET HOLIDAY EVENT PAGE # 12 HELP SOMEONE GROW PAGE # 13 OC APPAREL WEB STORE PAGE # 13 AROUND CSS PAGE # 14

Newsletter 3 FROM THE DIRECTOR -Steven Eldred Changing Routines Life at CSS has sure changed in the past month! As an essential service provider, we’ve stayed available for customers, even if our lobby is closed. Our Call Center is handling about the same number of calls, the case openings are similar to past months, and payments have continued for the time being. All that is the same, but 2/3 of our employees are teleworking. Those employees are figuring out how to find a sheltered space in the house for their computer, keeping the kids away or occupied during work hours, and enjoying the lack of a commute. On the other hand, some of our customers are really stressed – loss of a job or hours at work, loss of parenting time exchanges, and just stress over exposure to what can be a really bad virus. So how do we function in this upside- down world? This is my formula, and I’d like to hear yours. First, personal resiliency. Eat right, sleep enough, exercise more. Smell the roses, appreciate beauty, let the little things go. Drop the stresses you can avoid, making room for the stresses you can’t avoid. Focus on family resilience. Look at the positive, and if the family gets on your nerves, channel Elsa from Frozen: “Let it Go!” For resiliency at work? Yes, there are many changes to how we are working, and those changes cause stress even if we like them. Notice how much of your work didn’t change – we are doing the same job, in support of the same mission, for the benefit of the same families. Sure, some tasks may have changed, or the way we complete the work, but that’s the small part. Our customers are still expecting us to be available to them when they reach out. They expect us to have ready, consistent answers, or a promise to find the answer and call back. They expect a reassurance that we are dedicated to helping them de- stress their lives by providing professional advice and assistance with their support needs. And as professionals, we can do that even if we can’t meet with them in our lobby or see them in court. The office will begin opening within a couple of weeks. First the lobby will re-open to allow use of the payment kiosk. Sometime after, we’ll re-open for customers once the Department and County Health determine that the risk of transmission has been decreased to an acceptable level. The great thing about everyone’s performance over the past month is that we have found new ways of doing business, so there is no rush to re-open. We can and will wait until opening is safe for staff and customers alike. We’ll save a few of the cool things we’ve discovered, like Zoom meetings with customers, or team meetings if everyone can’t be in the same room. The important thing to remember is that you are part of a great organization that values you and the customer. We’ll continue to innovate and adjust our processes to meet the needs of both and deliver better service for it. Thanks for hanging in there during this challenging time. Steven Eldred

4 OC CSS Customer HotlineService By Ivette Menjivar and Kiet Ly CSS, along with the rest of the world, has been forced to transform how we work and do business during COVID-19. As an essential service, we quickly adopted new practices to keep our staff and customers safe. The first thing we needed to address when our customer lobbies closed was how to continue to serve customers who rely on in-person services. Our customers take time out of their day to visit the office and discuss their case in person with a Child Support Specialist. Our new reality impacted that opportunity, but we were not ready to give up that easily just because we could not talk in person. Our dedication to offering our customers stellar service required us to provide a solution. To continue delivering high-quality customer service, the Customer Service Hotline was created on March 23. The hotline number, (714) 347-4980, was advertised on signs at our lobby entrances allowing walk-up customers to quickly reach a Child Support Specialist and avoiding an additional call to our already busy Call Center. Since the hotline’s launch, Customer Service Contact Teams have received 1,075 calls to take payments, answer questions about modifications and provide case information to relieve some of the stress our customers are experiencing. Customers have been providing positive feedback about the hotline, with many expressing gratitude for our continued services and for our staff remaining available to provide assistance. As we continue to face changes to our business processes and adapt, our Department and Customer Service Contact Teams remain committed to providing excellent service to our customers. WHAT OUR CUSTOMERS ARE SAYING... “Thank you for still “Thank you for helping being available to help me find out how to me with my questions make my payment” despite the office being closed”

Newsletter 5 Getting to Know Your DDC Dee Dinnie Senior Deputy Attorney What attracted you to OC What college(s) did you Did you practice law prior CSS? graduate from? to working for OC CSS? Serving the public. I truly believe in I graduated with a Bachelor of Arts My background is in public service. our mission. I just celebrated my 23rd degree in Political Science with a As a lawyer, I worked for two anniversary working for OC CSS. minor in Policy Formation from different private law firms for a short California State University, Long period of time. Prior to law school, I Why did you choose this Beach. I was President of the Political worked for the Fair Housing Council career? Science Student Association and of Orange County. Just as at OC CSS, worked on various political issues of I held many different positions. I was This career chose me. I was a single the time. a government liaison, grant writer, parent in great need of a job that community outreach specialist, offered health insurance for myself Afterward, I graduated from Whittier discrimination counsel, Assistant and my daughter. I was blessed to Law School where I obtained my law Director and temporary Executive obtain this job. degree. Whittier’s campus was still Director. located in Los Angeles at that time What are your favorite and I commuted from Orange County I always worked through high school, hobbies and pastimes? while working and pregnant with my college and law school. I was also one and only child, Chloe. One time always involved in environmental I love to read both fiction and non- I was so tired, I found I had brought and other nonprofit organizations. fiction. I am obsessed with playing my diaper bag to school instead of Additionally, I was on the Bolsa Chica and watching tennis. I hike with my book bag. I joke that Chloe is so Wetlands Board of Directors and my dog, Ziggy. I spend a lot of time brilliant (she is) because she went to on the board of several homeless with my amazing group of friends. law school with me. organizations. What do you consider to be your biggest accomplishment(s)? My daughter, Chloe. She is an amazing young woman. I started working at OC CSS in 1997 when Chloe was five years old, so Chloe grew up here at OC CSS. I regularly annoy all my co-workers and OC CSS family with stories and pictures of my girl. BACK HOME

6 OC CSS Telecommuting During COVID-19 By Cynthia Magallanes S“ afer at home” is about taking the steps to make a difference during these times of uncertainty. I am thankful to our management for quickly responding and providing the resources to work from home. Telecommuting has been a great option during a time like this. While working from home, I have found some challenges. At times, I feel isolated without face-to-face contact or without as much communication with my peers and manager. Experiencing a few technical issues and not having dual monitors have required some adjusting. Looking at my challenges now, they seem very minimal. I have been provided the tools to successfully continue to work on my assignments remotely, such as LRC, VTI, Word, Excel, Skype, G and H drives and my One Drive. I was also provided an additional office phone which has assisted me in continuing to help internal and external customers. By telecommuting, I have saved money on gas and have fewer disruptions. I am grateful for the opportunity to telecommute. Although my work environment looks different, I continue to help customers while working from home.

Newsletter 7 LHegOalTSeLrvIiNceEs for Court Customers By Angelica Beltran With the closure of the courts due to COVID-19, Legal Services recognized the importance of providing customers a direct contact hotline (714) 347-6910 to reach us with questions or concerns regarding their upcoming court hearing. As of March 16, 2020, we have shared the Legal Services Hotline via text, email and website. This hotline was originally created for our Safe Access customers but was seamlessly repurposed to assist customers during COVID-19. The hotline is maintained by Sr. Child Support Specialists (Sr. CSS) Jessie Chavarria, Paul Cordova, Monica Gonzales, Mary Murphy, Jasmine Ochoa, Lynne Peterson, John Salgado, Lillian Trevino and Laura Valdovinos. To date we have received approximately 312 calls. Questions we have received from customers include: Is the court closed? Is my court hearing continued? Can I come to an agreement (stipulation) with the other parent? Can I modify my child support? How do I make a payment? CASE Can I close my case? CLOSED Customers have the option to leave messages and are contacted within 48 hours. If inquiries require an in-depth assessment, customers are provided with the direct phone number of the Sr. CSS that worked up their case. Have questions regarding the hotline? Contact Supervising CSS Angelica Beltran or Sophea Marr. BACK HOME

8 OC CSS Solutions Amid Uncertainty By Desiree Gonzalez Collections and Performance Report Teams (CPRT) Despite cancelling in-person appointments, the event planned on hosting its first Solutions Day event was a huge success! Vivian received about 130 calls, on March 20, 2020. We were excited to take on this secured employment information and issued income important onsite event that offers non-custodial parents withholding orders for three NCPs, and collected $6,547. (NCPs) with cases in delinquent status the opportunity Thanks to the support of partners in other operational to meet with a DDC to discuss payment arrangements. areas, an additional $30,020.43 was collected through With the help of Staff Specialist Linda Medina over this initiative for a total of $36,567.43! 1,400 NCPs were invited to attend. It is inspiring to know that even during times of NCPs were given scheduled appointments to meet uncertainty, we can continue to support the families we with DDC Isabel Nava to discuss their case and serve and that our mission, vision and values continue payment arrangements. We took a new approach this to shine through. Thank you, CSS! year by inviting NCPs to contact CPRT Child Support Specialist Vivian Brown or the Call Center to resolve their delinquent case before their appointment. NCPs that did not reach out or were not able to attend their appointment were going to be invited to call Vivian to make a payment or discuss payment arrangements. So we were on our mark, ready and set to go! That is... until COVID-19 prompted the closure of our Customer Service Center and cancellation of all in-person appointments just four days before the event. Project leads jumped into action, coordinating cancellation letters and sending over 600 text messages encouraging customers to contact Vivian or our Call Center for payment options. Project team members made countless calls before, the day of and after the scheduled event date.

Newsletter 9 Eureka One Year Later By Josie Ramirez Can you believe that we have been using Eureka as our learning management system for one year? It was the spring of 2019 when we transitioned from Training Partner to Eureka. As we all know, especially right now, it takes some time to adjust to doing things a little differently. The Training and Career Development Team (TCD) had to develop new processes for creating and uploading trainings when Eureka first launched. It also took a while to learn how to run custom reports that fit the needs of staff and the Department. We still get calls from staff sometimes and find challenges that we work through together. Even after one year, all of us are still getting used to this new way of training and learning. Despite some growing pains, Eureka offers us a lot of benefits: Quick and easy single log-in eLearning modules on demand A search function to easily find learning opportunities An at-a-glance reference for total number of completed training hours The ability to generate a transcript report for specific date ranges like the federal fiscal year TCD is still exploring all of the benefits and functions of Eureka and how we can best utilize them to meet our needs now and in the future. With approximately 150 eLearning modules in Eureka, consider taking advantage of this library of knowledge while telecommuting. Tune in to one on a Monday morning to get settled into your work week, or on a Friday afternoon to close your week out with some learning. Now is the perfect time to learn more about communication strategies and apply those principles to our new way of working. You will even earn some training hours in the process! BACK HOME

10 OC CSS Toastmasters My Journey By Raul Cabrera It’s been a little over a year since I joined Toastmasters Tools 2 Lead. Looking back, it was one of the best decisions I have ever made. To say I was apprehensive about joining would be an understatement. Like most people, I’ve always had a fear of public speaking. But given my new philosophy in life of “just do it,” which I discovered much later in life then I would have liked, I joined Toastmasters and began my path. Even though I was nervous about joining, my nerves were put at ease after my first few weeks. With the assistance of my fellow Toastmasters, I jumped into every available role. I slowly progressed from timer to grammarian, to eventually giving my first speech. It was a great feeling knowing I was able to get up in front of everyone, give a speech, and not pass out. After my first speech, it got much easier. I’ve gone on to give other speeches at our Open House and more recently at one of our contests. Toastmasters has helped me out greatly both in my work life and personal life. In my first speech, I used a very powerful and special quote from Malcom X, “The future belongs to those who prepare for it today.” Joining Toastmasters Tools 2 Lead has prepared me for that future as I have gained experience, enhanced, and developed my communication and leadership skills.

Newsletter 11 MeTsesxatging Meet & Confer Interview By Itzel Parra On January 15th, 2020, Legal Services implemented a 60-day Text Messaging pilot, alerting over 280 court customers to come to the alcove on the 5th floor of the Lamoreaux Justice Center (LJC) for their pre-hearing interview called a Meet and Confer. Meet and Confers are used to obtain missing documents or clarify any issues before the customer’s hearing. The pilot served as a great opportunity to leverage technology and notify customers of their meeting. During the pilot we encountered delays in reaching customers for various reasons: • Customers reported delays in receiving our text message • Other customers were unaware they received a text message because their phones were turned off • There was some confusion as to where to meet and when After reviewing the results of the pilot, we learned both customers and staff preferred the personal interaction which included staff greeting the customer and walking them over for the Meet and Confer. This approach provides an opportunity for staff to introduce themselves, explain the reason for the interview and answer questions. Looking ahead, Legal Services will be utilizing text messaging on an “as needed basis” for: • Locating customers for their Meet & Confer interview • Contacting those who have stepped outside or into other areas in the court • Notifications related to the Children’s Chambers BACK HOME

12 OC CSS CSS at Tết Holiday Event By Kim Phuong Tran You may be wondering what the Tết holiday is and what CSS has to do with it? The Tết holiday is celebrated to welcome the Lunar New Year and summarize accomplishments of the previous year. It is traditionally considered an important mark in time for changes, plans and progress. Most Vietnamese people believe that what they do on the first day of the year will affect their activities for the rest of the year. They pay great attention to every word they say and everything they do that day. Tết may be one of the few occasions for all family members to enjoy happy get- togethers after a whole year of hard work. Working as a Child Support Specialist in the Community Resource Center (CRC), I’ve had the opportunity to work with some of these Vietnamese family members as “customers” and participate in outreach events in the cities of Westminster, Garden Grove, and Fountain Valley. To continue building relationships in the Vietnamese community, CSS hosted a booth at the Tết festival for three days from 1/24/20 to 1/26/20. The event was held at Mile Square Park in Fountain Valley and along with my peers, Michelle Pham, Marie Vu, Trinh Tran, Carlos Lazaro, Araceli Nunez and Peter Aranda, we served over 300 attendees. The event also provided an opportunity to introduce CSS to the Vietnamese community and vendors. CRC took these opportunities to fulfill CSS’ goals of promoting family and child support services. I would like to thank the Executive Team, managers, and supervisors for their continued support of CRC in our efforts to fulfill our mission to serve the needs of the public in Orange County. BACK HOME

SHeolpmeone Newsletter 13 Grow Join Our Committee! The Help Someone Grow (HSG) Committee is looking for new members who want to grow, help others grow and share their perspectives 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 new ideas 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.

AROUND CSS14 OC CSS INDEX COMMITMENT TO EXCELLENCE AWARDS PAGE # 16-17 SUPERVISOR OF THE QUARTER PAGE # 18 TEAM OF THE QUARTER PAGE # 19 HONORABLE MENTIONS PAGE # 20 MANAGER OF THE QUARTER PAGE # 21 LEADERS OF THE QUARTER PAGE # 22-23 CUSTOMER SERVICE COMPLIMENTS PAGE # 24 GROWTH THROUGH DEVELOPMENT OPPORTUNITIES AND CHANGE PAGE # 25 SERVICE AWARDS, NEW HIRES, PROMOTIONS PAGE # 26

Newsletter 15 CSS, thank you for your dedication, hard work and commitment to helping each other and our customers during this unique time.

16 OC CSS CCOOMMMMIITTMMEENNTTTTOO EEXX 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 were nominated by their supervisors or peers. CINDY SANDOVAL 1Nominated by Julie Matsuoka – It is my pleasure to nominate Cindy Sandoval as Peer of the Quarter. I am a telecommuter, but even when working in the office, Cindy is always so friendly and helpful. She never makes me feel like a bother even for the most minor issues or concerns. During the most challenging time, at the start of the telecommute transition, Cindy was cheerful and always took her time, even though I’m certain the IT Department was inundated with requests. She is extremely knowledgeable and a valuable addition to CSS. Cindy is an outstanding representation for Peer of the Quarter! 2Also nominated by Gail Johnson – Cindy has been a technology lifeline during the recent telecommute transition. My existing appreciation and marvel of her magical abilities to resolve my technical problems, of which there are many due to my limited technical skill and intuition, has multiplied exponentially! Cindy’s patience and guidance in establishing technical abilities at home, and elsewhere, is quite admirable. I’m sure I am not alone in having my frustration and anxiety minimized by her swift and competent assistance in resolving technical issues during this transition. Cindy’s kindness exceeds her technical abilities; both are amazing and I am very appreciative of being able to work with her in any capacity. Knowing Cindy is an email away from rescuing me from technical trauma is comforting and that is something we can all use a bit of these days. Thank you Cindy for all the cheerful help you provide to our staff! JOSHUA LEE Nominated by Carlota Serna – I nominate Josh for a Commitment to Excellence Award as he has been particularly helpful during the COVID-19 pandemic. He has provided technical assistance by helping attorneys while they transitioned to telecommuting. In addition, Josh has taken the lead on organizing Zoom meetings and stepped in to assist with various initiatives. He took the lead on writing a legal memo regarding retroactive child support modifications due to unemployment. Josh has also made himself available to answer stipulation questions within the office and taken the initiative to sign stipulations from the first floor. He will soon take the lead on the technical end of virtual meet and confers as well as hearings. Josh is forward thinking and a problem solver. He is always quick to volunteer, recently offering to moderate a mediation training for his colleagues. Josh is a valuable member of the attorney team.

Newsletter 17 XXCCEELLLLEENNCCEE AAWWAARRDDSS THUY NGUYEN Nominated by Alana White – Thuy is an awesome coworker. She always comes in to work with a positive attitude. Thuy is still in the office and I am currently working from home. She has been a vital part in making my telecommuting experience a success. Without asking, Thuy began picking up and processing documents which I had been printing in the office and sending me an email to inform me it had been done. Thuy does this without complaint and with a smile. Without her, many of us working from home would be unable to do so. Thanks Thuy! NANCY GARCIA Nominated by Brian Rhoan – I am happy to nominate Nancy Garcia for a Commitment to Excellence Award. As a Procurement Buyer she is extremely helpful to me anytime I need to order supplies, tools, or services required to perform my duties. On many occasions, I order services and/or items not generally found under normal procurement guidelines and she is always helpful in locating vendors who are willing to work with CSS to obtain what is needed to best service both employees and customers. Nancy assists in providing me with the tools necessary to deliver the best customer service experience. She is always available to answer any questions, provide alternate solutions, and keep me updated on status of various supply and service requests. In short, Nancy makes my job a lot easier. Thank you! MAGGIE VONG photo not available Nominated by Tricia Den Dekker – Maggie is an amazing team player. She is always open to questions and willing to help anyone who needs it. Maggie is friendly and continuously takes the time to look over any case in question and assist in figuring out what the issue or confusion is. She has the ability to explain things in a way that do not make people feel like they are a bother or incompetent. I am grateful that she is such an approachable member of the financial team. Maggie goes above and beyond to help others and is such a valuable employee. She even assists other counties with their financial issues. Maggie deserves this award and is a genuine asset to Child Support Services. AROUND CSS

18 OC CSS COMMITMENT TO EX SUPERVISOR OF THE QUARTER RENEE CUERVO Nominated by Team Members – Renee embodies a true leader and takes it to another level as our fearless supervisor by supporting us, providing us with endless knowledge, and championing us to be our best selves within our positions at CSS. Renee provides consistent feedback which enables the team to learn from each case and situation we come across; her knowledge makes us stronger as case managers, seniors, and peers. She is a hard worker and an expert in financial and interstate cases. She is extremely dependable, whether it be in problem solving, collaborating, or as a sounding board. Renee allows us the ability to do our job well because she trusts us as a team and individuals. She always provides clear direction. Especially during these uncertain times when it can be a challenge to lead and delegate Renee has a seamless approach, even though we know she is working so hard behind the scenes. Currently, two-thirds of our staff is working remotely and Renee has made herself available to the team when we’ve needed her the most. In the beginning, when most staff were experiencing issues setting up our remote work, and IT was experiencing an influx of calls, Renee reached out to each of us directly to offer help and guidance. She does not hesitate to assist and move us in the right direction. Renee helps other teams and supervisors while still being present and helpful to us. It goes without saying that telecommuting would not have been as productive and cohesive for our team if not for Renee. To keep the team connected and updated, Renee set up daily Skype meetings which have been very helpful. She’s not only there for her team as a leader, but also as a caring individual on a personal level. This drives us all to want to work hard, provide excellent customer service, and work as a team to be as productive as possible without sacrificing efficiency. Renee is truly deserving of this recognition! AROUND CSS

Newsletter 19 XCELLENCE AWARDS TEAM OF THE QUARTER Community Resource Left to Right: Brian Nguyen, Peter Aranda, Sabrina Velarde,Araceli Nunez, Maria Sanchez, Lisa-Marie Silva, Kim Tran,Amabel Ulloa-Feregrino, Cynthia Magallanes, Saida Lopez, Liliana Onofre, and Terry Roach Nominated by Liliana Onofre – Along with Marketing and Communications, Community Resource Team engaged with partnering organizations and the local community to inform them about child support services. Through social media and outreach activities, the team increased awareness in the community by advancing the Department’s vision to be a trusted partner to parents. On a daily basis, I have seen the team take pride in representing OC CSS while conducting community outreach and assisting parents in their neighborhood who, due to unforeseen circumstances, are unable to visit the office. I am pleased to nominate Community Resource Team for Team of the Quarter. For the past eight years, Community Resource Team has developed strong partnerships with organizations in helping parents who are incarcerated, in domestic violence situations , homeless, underemployed/unemployed, and parents with transportation barriers. As a result, the team travels to local organizations to provide child support services for case openings, case status, modification reviews, stipulations, assistance with forms and resources in real-time. The team provides customers with case information by taking a laptop, portable printer, CSS brochures and Case Action Request Form for additional assistance with license releases, COAP and other child support resources. When in-house, the team supports parents visiting our office through the Community Resource Center located in the 1015 building. Thank you for representing CSS and delivering quality services to children and families in need of financial support. Statement from a partnering organization, “I can see your Director’s passion in Congrats! assisting the community by how you deliver and speak about the Department and the services available to parents.”

“ 20 OC CSS Honorable Mentions INFORMATION TECHNOLOGY (IT) SERVICES HAN LE, ALEX PEREZ, CINDY SANDOVAL, ASEEL YERUNKAR, KEVIN GUZMAN, AND SCOTT HOLSTEIN By Kristin Chavez – IT is always awesome, they help us with all sorts of issues in the office. As a result of COVID-19, they did an amazing job of getting about two-thirds of CSS staff to a telecommuting situation in a very short period of time. Every time I asked for help the team was quick to respond and very helpful and kind. I want the team to know how much we appreciate their knowledge, professionalism, and hard work! “Take a moment to appreciate how awesome you are. ~ Unknown LEADERSHIP RECOGNITION By Lillian Trevino – I am so grateful to be able to continue to work and I don’t want to forget to give thanks to CSS leadership, from #1 Director to supervisory staff, co-workers holding down the fort in the office, and everyone else who is planning, delivering, disinfecting and keeping us telecommuters in the loop. You all inspire me every day. Steve wouldn’t be able to put anything into play if it weren’t for his Captains, Sergeants, Drill Instructors, etc. A sincere thanks to Steve and rest of the Leadership Team for supporting and leading us the way they have. This pandemic is truly humbling. I’m just plain grateful for everyone. I sure miss everyone too!

Newsletter 21 Manager of the Quarter Keith McHorney (October - December 2019) Keith currently serves as CSS’ Public Information Officer and manages our Complaint Resolution and Ombudsman Team. In his role, Keith and his team work closely with CSS Executive Team, operational teams, and other organizations outside of the Department to resolve case-related issues. Keith is a leader who clearly understands his role in our organization. He consistently demonstrates collaboration, partnering with all levels of staff to be responsive to the concerns of our customers. Keith actively takes on opportunities to partner with Operations on department-wide initiatives. He is actively participating in resource planning at the department level, capturing critical information on service levels for his unit. Keith is currently collaborating with Operations on an initiative to obtain collections on cases that have no current support payments. Keith collaborated with his peers to develop a project plan, shared highlights at the Quarterly Performance Meeting, and is partnering on a successful execution of that plan. Keith is always willing to share his thoughts and explore new ideas. He actively supports Department initiatives, partners with his peers for performance planning, shares his insights in policy discussions and participates in problem resolution at different levels. CONGRATS! AROUND CSS

22 OC CSS LEADER Here is what our Director said Each and every manager and supervisor at CSS has earned the distinction of being recognized for your above-and-bey emergency. I have been overwhelmed with respect for the stories I have heard and witnessed of leaders at all levels com staff as required. You are holding regular on-line meetings with staff and talking with on-site staff to make sure that both a services to some of Orange County’s most fragile residents. I learned while coaching youth soccer that there was a time to learn and practice, and then there was game time. Once the If the players hadn’t learned their craft on the practice field, it was too late once the contest began. And so it is here. Ima a group dispersed over three counties. Figure out what your team’s main contribution is and the best way to bring it out o So if anyone ever wondered ‘is CSS up to the challenge?’ they have gotten their answer. You have proven that you know h important, what is ‘core’ and what just ‘enhances’ services. Your leadership has resulted in virtually no change to custom know that your teams are ready, willing, and able to support them. AROUND CSS

of the Newsletter 23 RS Quarter d about YOU... yond dedication to taking care of your teams and maintaining continuity of service to our customers through this COVID mmunicating with their people; ensuring the availability of resources, from on-line classes to Jabber phones; and reassuring are caring for themselves, their families and each other. And you are leading your folks to keep up the pace of our essential Front to back, left to right: Michele Tsachpinis Nancy Burgos-Johnson Esther Hernandez Lynette Favors Sharen Owens Cynthia Magallanes Erica Louw Jolie Sheppick Violet Garcia Sue Davilla Robin Savage Marcela Mandagie Kim Phung Patty Rosas-De Leon Randy Ortiz Ramiro Espinoza Veronica McNamara Marcy Siqueiros Karl Duran Cindy Tran David Ruvalcaba Hilda Rubalcava Jennifer Sanks Paul Chang Ana Garcia Noely Govea Kiet Ly Itzel Parra Dieu-Mi Ngo Lan Tran Russel Royston Mary Roblee Cathy Looney Sandra Jimenez Jose Najera Eric Quinones Velita Rish Gerrie Williams Brandon Kasper Amy Hernandez Ann Martin Renee Cuervo Jill Howery Jackie Ly Melanie Koch Cynthia Reyes Not Pictured: Keith McHorney Liliana Onofre Desiree Gonzalez Stephanie Ramirez Aidee Cooksey Ton Ton Castillo Juana Larios Robert Sech Sophea Marr Melissa Vega Diana Orozco Carlota Serna Angelica Beltran Maria Arzola Kevin Lenertz Frances Nguyen Nelia Castillo Sean Sanders Julia Montgomery Dee Dinnie Monique Johnson Sal Villalpando Maggie Gomez Ian Rudge Alan Chun Letty Lopez Casey Aguilar Rachael Vargas e whistle blew, attention was so focused on the game that no player could hear the coach, the parents or even themselves. agine learning the personal preferences and needs of your teams AFTER March 18. Try to teach open communication with of each individual, while trying to deploy phones and computers. Too late – it’s Game Time! how to LEAD: motivate, excite, develop a passion for the mission; and MANAGE: knowing what tasks and duties are most mer service, processing and collections, with just a couple of exceptions that we can’t control. Most of all, the customers Great job – I am proud to serve this outstanding team.

24 OC CSS CustComoemr Spelrivmiceents NCP compliments Sashi for her diligence and professionalism CP is thankful for having been served by and comments that her customer service shows intensive Gabriel. He was very helpful, professional and training and experience. He says she is the first child support provided valuable resources to resolve her agent that has taken time and made him feel like a human situation. being. Gabriel Chavarria Sashi Sharma Office Assistant Child Support Specialist FIDM/SLMS/Passport Amanda Caracci (Attorney Team) said, “Your Statewide Audit Tool (SAT) report really NCP said, “Helena is a great ambassador for children helped EVERYTHING today! I am so thankful in Orange County. She creates an environment that is you took the time for my last-minute request. undeniably conducive to helping children receive the support Thank you for being so responsive, skilled and they need. Helena has provided suggestions that helped me helpful! It made all the difference today!” meet my child support payments. She does this proactively and in an understanding, constructive tone. The children of Ana Mendez Orange County are well served having her as an advocate.” Sr. Child Support Specialist Post Order A Helena Chang Sr. Child Support Specialist Betsy Anderson (CPRT D) said, “Linda is CPRT B awesome. She is so knowledgeable, patient and kind. It is a pleasure working with her.” 1Cheri Simpson (Enforcement Team 1) said, “Aidee is awesome. She always has a great attitude, responds Linda Medina promptly and takes care of all staff. She keeps smiling.” Staff Specialist Mgmt - Case Operations 2Candice Montello (Post Order B) said, “Thanks for always making such clear notes in CSE. At times, I can’t find information. When I see that you made notes I say ‘Thank Goodness.’ Thanks for making life easier!” Aidee Rivera JobWell Done! Child Support Specialist Establishment A AROUND CSS

Newsletter 25 GDerovweltohptmhroeugnht 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: 2020 Employee: From: To: February Tommy Doan Payment Processing Post Order C March Casey Aguilar Special Collections TCD & MCT Richard Crouch Service Support Legal Services - Court Team Jennifer Jeffries Service Support Legal Services - Post-Court Team Jessica Kharva Call Center C Kavita Marquez Service Support Enforcement 2 Post Order A Legal Services - Court Team Bryan Ngu Service Support Duy Nguyen ESAT Employer Express Aidee Rivera Employer Express Legal Services - Pre-Court Team Penelope Santos-Santos ESAT Sandra Valdez Legal Services Establishment A Nancy Burgos-Johnson Call Center C Lynette Favors Policy & Process Management Case Initiation Leticia Ochoa-Trejo Legal Services - Specialized Team Suzy Brissette Policy & Process Management Josefina Flores Legal Services-Paralegal Team Special Collections Irma Martinez Legal Services-Paralegal Team Ombudsman Michelle Wallingford Legal Service-Paralegal Team Legal Services-Paralegal Team Legal Services-Attorney Team Legal Services- Attorney Team Legal Services- Attorney Team Legal Services- Attorney Team April Juana Larios Mgmt-Program Support Serives Mgmt-Financial & Purchasing Thuy Luu Policy & Process Mgmt-Executive Support “Self growth is the driving force behind success and growth.”

26 OC CSS SERVICE AWARDS 30 25 20 15 5 Anna Burgos Amabel Ulloa-Feregrino Alicia Taylor Chris Stanley Heather Stotler Laura Valdovinos Catherine Nguyen Monica Ascencio Kevin Adams Gabby Okimoto Lindsay Beitzel Lisa Eubanks Luis Noguez Maria Larrea Tricia Den Dekker Rebecca Reed Sergio Burgos Thank You! NEW HIRE PROMOTIONS Administrative Manager I Administrative Manager I Diana Orozco Ana Garcia Kevin Lenertz Warehouse Worker II Ivan Calles EDITOR PHOTOGRAPHER VIOLETA GARCIA ALDENISE BELCER ASSISTANT EDITORS PUBLISH DATE DAVID AYALA May 29, 2020 RUBEN PADILLA BRANDON REED AROUND CSS JAN DUNFORD

Newsletter 27 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]