Support Report

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

2019 SPRING EDITION2 OC CSS INDEX LET IT GROW, LET IT GROW, LET IT GROW! PAGE # 4 GETTING TO KNOW YOUR DDC PAGE # 5 PROVIDING SOLUTIONS TO CUSTOMERS PAGE # 6 ESTIMATING POVERTY IN THE CHILD SUPPORT PROGRAM PAGE # 7 CSS REVISED OUR MISSION STATEMENT PAGE # 8 INCARCERATED PARENTS OUTREACH PAGE # 9 ALCOVE REFRESH PAGE # 10-11 STRENGTHS PAGE # 12 SELF CERTIFICATION PROGRAM GRADUATES PAGE # 13 CSS & AMERICA’S JOB CENTER OF CALIFORNIA LOOKING TO THE FUTURE PAGE # 14 THE NEW ADDITION TO THE MARKETING & COMMUNICATIONS TEAM PAGE # 15 STEVEN ELDRED - LEGACY AWARD PAGE # 16-17 AROUND CSS PAGE # 18

Newsletter 3 FROM THE DIRECTOR -Steven Eldred Another award for OC CSS? Yes, another award. The most recent Some of our tests and ideas have had a strong effect on state policy. accolade is from the National Association of Counties, or NACo. Our Guideline study has been cited by many states and academic They have recognized CSS as worthy of recognition in the Information papers on the likelihood of payment based on percentage of income. Technology category, for “Charting the Course: Predictive Analytics The Community Resource Center has been held up as a model of in Orange County Child Support”. This award recognizes the work what a local child support agency can do to match parents with done on child support guidelines, iScore, GIS mapping of customers resources, and the Social Safety Net training is an outstanding in support of outreach activities and targeted performance reports. example of training in all aspects of human services – with an eye toward improving our child support services to parents. Our Why are awards important? We all like to be noticed when we do Employer Express Team is a model of responsiveness to employer something special. And we like to be seen as doing our jobs in a needs, and a template for training. better, more effective way. So that’s a motivation to accept these awards. But there is so much more – and I want to share some of Most recently we’ve done some good work on Foster Care cases. that with you. Participants include Intake Child Support Specialists, analysts from PPM, data scientists from Research, CSS attorneys with a background In the past few years, we have received awards from Western in Dependency Court and others. And the work is paying off: at the Interstate Child Support Enforcement Conference, CSDA, NACo and National Child Support Enforcement Association training event CSAC (California Association of Counties). In addition to awards this August in Minneapolis, OCSE Commissioner Scott Lekan will and commendations, we are regularly asked to present or teach be headlining the main plenary session. He will be discussing the on a variety of topics, showcasing a new method or practice. role of child support in foster care, with Foster Care Commissioner Jerry Milner. OC CSS and Ramsey County, MN CSS will be supporting Recently, we have had presenters invited to state, regional Commissioner Lekan’s presentation by providing him information and national audiences on attorney hiring, digital and data. It is likely that this support, and the Commissioners’ marketing grants, leadership, maximizing limited discussion, will kick off the first real review of child support/foster outreach resources, and others. And not just in care policy since enactment of Title IV-E in 1984. the child support community – two of our folks presented at the California Public Information We never know what impact our work has. With customers, Officers Conference! These opportunities get sometimes the seemingly smallest thing can make their journey OC CSS staff out into the larger child support bearable – helping with information on the next step in the process, and human services world. We make contacts an assist with services, or other gesture. It’s like that in policy as well all over the country, and regularly share – we never know how our observation or question might morph into experiences with researchers, federal OCSE staff, a major policy evaluation. What I do know is that for that gesture to policy makers and child support professionals. have effect, for that idea to be developed, we have to share freely. Those relationships give us ideas on new Don’t be shy – offer all of yourself and your ideas – you never know initiatives, programs and approaches what you might be starting! to serving our community. And those new colleagues call us for advice and comment on their latest changes. When other agencies want to know how something might be done they call us, knowing that if we have tried an idea, we’ve really run it through its paces. We’ve tested, piloted, communicated and measured until we KNOW if the idea has merit.

4 OC CSS Let it Grow Let it Grow, Let it Grow, By Casey Aguilar On April 15, 2019, the most recent Help Someone Grow (HSG) campaign, “Trees and Leaves”, was launched! The focus of this campaign is to recognize how we “help others grow”. As part of the campaign rollout, managers and supervisors received a kit containing tools for displaying trees and leaves in each area. Supervisors provided team members with a tree and several leaves. As staff help each other grow, they will have the opportunity to earn additional leaves for their trees. TREES AND LEAVES There are many ways to earn leaves, including: Mentoring a peer Going above and beyond to assist a co-worker or customer Setting a positive example SHARE YOUR STORY Throughout this campaign, the HSG Committee will be soliciting your success stories. Let us know how you or your peer earned leaves by “helping each other or our customers grow”. Submit your stories to the CSS-Help Someone Grow mailbox. The HSG Committee will review the stories and share them with staff. Selected stories will be recognized at various forums including Town Hall and in Support Report newsletters! How have you helped someone grow? How have you grown? The Trees and Leaves campaign will run through August 30. We look forward to seeing your trees filled with leaves!

Amanda Caracci 1 Newsletter 5 Getting to Know Your DDC Attorney III Legal Services Attorney Te am Why did you choose Did you practice law What are your favorite this career? prior to working for hobbies and pastimes? CSS? I knew I wanted to be a lawyer since I I enjoy board games, swimming, was five years old. I have always been I have been a licensed attorney traveling, and spending time enamored with our justice system for nearly 13 years. My first four outdoors. I am open to just about any and I really enjoy helping people, years of practicing law were spent experience, if it can be shared with especially the underdog. I cannot representing abused and neglected great company. imagine being anything else! children as minor’s counsel at the Children’s Law Center of Los Angeles. What do you What college(s) did you I subsequently practiced medical consider your biggest graduate from? malpractice defense and eventually accomplishment? held out my own shingle as a litigator I received my Bachelor of Arts in before finding my home here at CSS I am not sure that I have achieved my Print Journalism from the University in 2012. greatest accomplishment yet. One of Southern California. I minored day I would like to say that I have in Sociology with an emphasis in What attracted you to accomplished the perfect balance deviance and the juvenile justice CSS? of motherhood and career. Luckily, system. I received my Juris Doctor so many of my co-workers here at from Whittier Law School where I I find the most fulfillment working CSS are fantastic parents and they participated in the Children’s Rights for families and children. I also really provide me with endless inspiration Clinic. enjoy being part of something bigger on this journey. than myself. Here at CSS I am part of a great team of people dedicated Can you tell me about to improving the quality of lives of your family? those around us. It’s a win-win. I reside in Long Beach with my husband and our four-month-old son. Right now, our favorite things are food delivery and sleep.

6 OC CSS Providing Solutions to Customers By Maggie Gomez At OC CSS, we recognize the value of building strong partnerships with customers. We make every effort to help families become successful by offering solutions. Collections & Performance Reports (CPR) Core Team staff play a role in helping parents, by delivering programs and remedies available. When speaking to customers, staff quickly assess each individual’s need, focusing on ways to help. Some of the most common programs/options discussed include: Compromise of Arrears Program (COAP): California program that forgives welfare arrears to qualifying NCPs by providing a decreased balance. It provides our NCPs hope and boosts our Performance Measure 4. CP Compromise of Arrears: A program that compromises non-welfare arrears to parties reaching an amicable resolution to eliminate arrears. Case closures often follow, impacting Performance Measure 4. Demand Desk: Lien, a remedy to collect on welfare/non-welfare arrears when real property is being purchased, sold or refinanced. Liens have been a successful tool for NCPs to pay arrears to complete their escrow transactions - impacts Performance Measures 3 and 4. Credit Reporting: An automated program that reports support judgments to credit reporting agencies. It reminds our NCPs that their monthly obligations need to be met in order to keep their good credit standing - impacts Performance Measures 3 and 4. Customer Connect: A communication portal that provides our customers with an efficient way to obtain status of their case. Actions can be taken quickly without a referral to their case manager for review and action. Though the programs and remedies vary and bring different options and possibilities, the one constant is the commitment CPR Core Team staff have to their customers. Staff realize the importance of building strong relationships and helping families overcome obstacles to ensure their success. “There are no problems, only solutions.” - John Lennon

Newsletter 7 Estimating Poverty in the Child Support Program By Denise Okamoto, Roman Gutierrez, and Eva Le With six nationally recognized poverty measures, there Understanding poverty in child support matters and aids are several ways to measure poverty, but none are with: easily applied to a specific group such as our customers. Additionally, these existing measures require data that Informing policies such as Disregard/Excess are not captured or archived in cases. To overcome this challenge, CSS’ Research Team used the most applicable Understanding the impact of enforcement on measure to create a unique way to estimate poverty in the poverty levels Child Support Program. The team took into consideration reported monthly income, location of housing, language, Setting appropriate orders and order amount versus NCP’s wages. Providing tailored services to both parents Over the course of two years, the Research Team created predictive models to estimate the level of poverty for each Understanding barriers related to payments customer depending on if they are a CP or an NCP. Using these models, the team was able to estimate poverty Through the construction of the models, OC CSS has in the caseload for both parents before and after child become a valued contributor to the national conversation support payments were paid or received. Results showed on poverty in the child support program. Researchers from that: around the country, as well as the federal Commissioner of the Office of Child Support Enforcement (OCSE) and 91% of parents in Orange County’s caseload are in or near Administration for Children and Families, have commented poverty. positively on our work and are using it to inform national child support policy. For more information, contact Research Team css-research mailbox.

8 OC CSS CSS Revised Our Mission Statement By Veronica McNamara Every Vote Counted! CSS has a new mission statement: To facilitate the financial behaviors as a department. Finally, our mission statement support of children by engaging parents and providing is important because it clearly and simply describes what professional child support services. On February 19, we do. Our mission statement is our “how”. 2019, CSS held a voting event for all staff to vote on their preferred mission statement. Even more exciting, the This new CSS Mission Statement clearly articulates mission statements provided on voting date were drafted our fundamental purpose to our internal and external using feedback from staff focus groups and our leadership customers and stakeholders. It describes what we do, team! On voting day, we displayed the entire journey how we do it and for whom. With the mission statement of CSS revising our organization’s vision statement, set, we now have a refreshed strategic foundation, which values and the mission statement. The winning mission will guide the operations of OC CSS for years to come. statement received 61% of the in-person and absentee These are more than just words; they come to life with votes. each CSS staff member’s dedication to serving parents and children. What you do makes a difference! As a result, we now have a refreshed vision, values and mission. Our vision is important because it guides us Thank you for participating in this process and for your forward as we progress toward our goal and ensures our commitment to our mission. Look out for additional activities are all moving in one defined direction. Our activities, publications and internal communication about vision is our “why”. Our values support our vision and our new Vision, Values & Mission. shape our culture by aligning our beliefs, attitude and Commitment to children, To facilitate the MISSION dedicated customer financial support of service, compassion and children by engaging encouragement, integrity parents and providing and respect, growth and professional child learning, and teamwork and support services. collaboration. To be a trusted VALUES partner of parents VISION in securing financial stability for Orange County’s children.

Newsletter 9 Incarcerated Parents Outreach By Ann Martin In 2011, an outreach project spearheaded by CSDA distributed DVD videos and posters throughout California prisons. The goal was to educate incarcerated parents on the modification of child support and options that are available to them while incarcerated. The videos instructed incarcerated parents to complete a form requesting modification of their child support order and send it to a central location. The central location acted as a clearinghouse, ensuring that these forms got to the correct LCSA for processing. El Dorado and Solano LCSAs successfully managed this project in the past, and moving forward, OC CSS has agreed to take on this responsibility. What does that mean for us? We will soon begin receiving the Incarcerated Parents Request to Review Child Support form (DCSS 0018). Mail Services will scan the form into CSE, and the resulting ED task will be routed to the appropriate managing LCSA for processing. This is a great opportunity to serve both parents and our partner LCSAs as we work to facilitate the financial support of children by engaging parents and providing professional tailored services to address their unique circumstances. Child Support Services

10 OC CSS Alcove Every month CSS staff interviews over 850 customers during the These important interviews (last chance to obtain information pr of the courthouse and on busy days, the layout provides limited sp and one example is - providing adequate privacy between custome The Alcove Redesign project provided an opportunity to utilize m not limited to: privacy during interviews and safeguarding custom location and position. A workgroup led by Facilities was formed wit Over the course of a year, staff discussed items such as proposed lay communications with the vendors. Earlier this year, the redesign of the alcove furniture and refresh of a signage was also refreshed. A big thank you to Legal Services workg project. If you have an opportunity to visit LJ “It takes bo build a Out with the old

Newsletter 11 Refresh By Itzel Parra “Meet and Confer” process at the Lamoreaux Justice Center (LJC). rior to the hearing) take place at the Alcove located on the fifth floor pacing for staff and customers. It can also be hectic and challenging ers. modern furniture to improve and address challenges including, but mer’s confidential information on computer monitors due to their th participants ranging from various classifications in Legal Services. youts, furniture, textures and colors. Facilities staff also maintained accessories, wall art and signage was completed. The Check-In desk group participants and Facilities staff! This was truly a collaborative JC – stop by and view our new look. oth sides to bridge” -Fredrik Nael In with the new!

12 OC CSS 1 Strengths By Sharen Owens Are you strong in Executing, Influencing, Strategic Thinking or Relationship Building? People are asking these questions all around CSS after attending What Color Are Your Strengths. Here are five important things to remember about strengths: New Strengths Categories 1 In 2007, the concept of Strengths was introduced to CSS with 34 individual themes. Today in 2019, we are thinking of strengths in four easy-to-remember categories: Executing (purple), Influencing (yellow), Relationship Building (blue) and Strategic Thinking (red). Understanding Barrier Labels 2 Some strengths have contrasting perspectives that can lead to barrier labels. Seeing things from different perspectives improves collaboration and strengthens teams. Learn to view others’ differences as strengths. Signature Strengths 3 Your top five strengths in your particular order are 1 in 33 million. No particular strengths or colors are superior. Everyone has something special to share. #1 at CSS 4 Executing is the top strength category and the most common strength is Responsibility. Name it. Claim it. Aim it. 5 One of the best ways to grow and develop is to identify how we naturally think, feel and behave, then build on those talents and develop our strengths. Do not be afraid to be yourself and unapologetically use your strengths.

Newsletter 13 SELF Certification Program Graduates By Sharen Owens Congratulations are in order to CSS’ most recent SELF Certification graduates. These 20 emerging leaders began their journey in May 2018 and were celebrated in March 2019, with a certificate ceremony attended by managers and supervisors. SELF Certification graduates successfully satisfied all of the requirements of the leadership development program. They attended mandatory leadership trainings and leadership sessions of their choice. They also developed their leadership skills by taking on leadership roles. Participants shared that they especially benefited from guest speakers Ian Rudge, Dorothy Bond, Rachael Vargas, Dee Dinnie, and Robert Sech as they spoke about their leadership journeys. They also valued the opportunity to grow and the experience they gained by leading projects at CSS. Congratulations! Top Row (left to right): Maria Ruiz, Angelica David, Lisa McKay, Ibett Quinones, Yadira Nino, Carmina Corona, Jessica Kharva, Yan Bing, Araceli Nunez, Peter Aranda, Antonio Castillo, Thuy Luu Bottow Row (left to right): Lindsay Beitzel, Terry Roach, Jeanne Sims, Carmenita Reliford Not Pictured: Samuel Alameda, Suzy Brissette, Maria Larrea, Veronica Tellez

14 OC CSS 1 CSS & America’s Job Center of California LOOKING TO THE FUTURE By Cynthia Magallanes CSS assistance Success!! The customer Job Center OC CSS is connecting customers with employment and career advancement services! Through a new and innovative approach in collaboration with America’s Job Center of California, we are expanding and forming stronger partnerships with Anaheim Workforce Connection, Santa Ana WORK Center, and One-Stop Centers of Garden Grove and Irvine. The goal of these partnerships is to address employment barriers, provide vital support and offer additional resources to parents. America’s Job Center of California offers free access to a wide variety of employment services and resources including: Collaborating with employers during lay-offs Youth programs Employment recruitments & career services Educational & skills training Assisting the re-entry population (formerly incarcerated) transition back into the community America’s Job Center of California offers more than just resources for the unemployed. They provide training to individuals interested in career advancement as well as individuals looking for opportunities to increase earnings potential. As this partnership grows, we strive to provide parents with the resources that will help them with obtaining gainful employment, becoming economically self-sufficient - resulting in meeting their financial responsibilities including but not limited to consistent child support payments. What is next? Be on the lookout for more information and communication updates about OC CSS and America’s Job Center of California partnership and future activities. The Orange County Development Board is a proud partner of America’s Job Center of California network. Santa Ana Work Center OC One-Stop Center Anaheim Workforce Connection OC One-Stop Center 801 W Civic Center Dr, Ste. 200 7077 Orangewood Avenue, Ste. 200 201 South Anaheim Blvd 17891 Cartwright Road Anaheim, CA 92805 Santa Ana, CA 92701 Garden Grove, CA 92841 Irvine, CA 92614 Telephone: (714) 565-2600 Telephone: (714) 241-4900 Telephone: (714) 765-4350 Telephone: (949) 341-8000

1 Newsletter 15 The New Addition to the Marketing & Communications Team Brandon Reed What attracted you Staff Specialist to Marketing & Communications? What college(s) did you What are your favorite graduate from? hobbies and pastimes? I entered college with the intention of working at a record label. However, I I received my Bachelor of Arts in I spend a lot of my time scouring the interned at the Muckenthaler Cultural Communications and American internet for new music and collecting Center in Fullerton and became Studies from California State and listening to vinyl. I also love enamored with the culture of the non- University, Fullerton. podcasts, attending concerts, and profit industry and the fulfillment of picnicking at summer outdoor movie community work. Afterwards, I began What attracted you to screenings. a career in non-profit marketing. I CSS? enjoy developing creative, strategic Can you tell me about planning, and relationship building The FaCT team consisted of several your family? skills and utilizing them in a positive employees and leaders from Social way. Services Agency that I enjoyed I am a Fullerton native currently working and growing with. As I residing in West Covina with my Where did you work became familiar with the County’s girlfriend of over four years. She before CSS? culture and work, I knew that I wanted is studying diligently at Alliant the next step in my career to be with a International University to become a Prior to joining MCT at CSS, I was public agency. I am excited that I had psychologist. We enjoy playing fetch in the Marketing and Administrative the opportunity to join CSS because it the backyard with our two dogs, Penny Coordinator with Families and allows me to continue serving Orange and Willow. Communities Together (FaCT) for County’s children and families. three and a half years. FaCT is a public-private partnership program of Social Services Agency that provides technical support, marketing, training, and strategic planning to a network of 15 Family Resource Centers (FRCs) in Orange County. I enjoyed working with a variety of stakeholders that included FRC clients, a vast network of community partners, and Social Services Agency. Before FaCT, I spent a year at the LGBT Center Orange County as both staff and an intern. During my time there I had the opportunity to develop several art exhibits and manage their cultural program.

16 OC CSS Steven Legacy On June 5, we presented Steve with a Legacy Award in Our awesome leader, Steve Eldred, reached a very impo recognition of his outstanding contributions for the past of serving as our director. Steve was appointed by th 2009. 10 years. We often reflect on time passed and commonly ask “w same department it was when Steve was appointed in 20 department’s culture by promoting and growing a custo Every idea and decision he makes is in the best interest o his journey have enthusiastically jumped on board in sha has more than earned our trust and respect because he and be our best. He is truly one-of-a-kind. We are a top performing county in so many aspects. We attribute this to Steve’s leadership, vision, intelle thinking and focus on improving our services to make a positive impact in the lives of families we serve. What is important to him as director? It was a question asked for a CSDA article and he answered as foll I believe in making our parents successful – regardless of case role or gend want every dependent child in our caseload to say that they know that th I believe that our customers are always talking about us and our service – system in place for 10 years, sampling everyone who calls, visits our office Metrics are based on customer-centric measures: If a customer asks for a c many days until the next setting? Data, analysis, and cost are essential. Knowing what a project costs, and t I believe in, and lead by, staff development and empowerment. More th staff or leader development – obviously not something you can put off un challenging education, and operational opportunities, we are constantly d I believe that a leader’s responsibility is to train and prepare their replace Cheerios and sneakers are deeply embedded into our culture as symbols we can relate to when thi Congratulations on 10 years as OC CSS Director. Our evolution is filled with positive changes th

Newsletter 17 Eldred y Award By Maria Arzola ortant milestone on June 5! It was his 10-year anniversary he Orange County Board of Supervisors effective June 5, where did that time go?” OC CSS is definitely not the 009. He has made countless contributions to impact our omer-service approach and focus on staff engagement. of staff and customers. All those who have been a part of aring his vison and executing it to make it a reality. Steve e believes in people, and empowers us to do what we do ect and futuristic mind. OC CSS is a leader in the state and is recognized nationally because of Steve’s forward . lows: der, I want them to feel that they are respected, treated fairly and with dignity. I heir parents cared about them and always did their best to support them. we just have to listen. That’s why we have had a robust customer service survey e or court. case opening, when can they expect their order? First payment? Court dates: how the relative gain, is essential. han just words, at OC CSS we believe that 40% of your time should be spent in ntil you have extra time. Through focus on individual’s unique talents, interests, developing the next round of candidates for promotion. ement (this should be a planned, intentional and ongoing process.) inking about how our individual work helps families! Thank you, Steve, for your leadership and vision. hat will forever be marked as part of his legacy.

AROUND CSS18 OC CSS INDEX COMMITMENT TO EXCELLENCE PAGE # 20-21 SUPERVISOR OF THE QUARTER PAGE # 21 TEAM OF THE QUARTER PAGE # 22 CUSTOMER SERVICE COMPLIMENTS PAGE # 23 GROWTH THROUGH DEVELOPMENT OPPORTUNITIES AND CHANGE PAGE # 24-25 SERVICE AWARDS & NEW HIRES PAGE # 26

Newsletter 19 “There are always flowers for those who want to see them”. - Henri Matisse

20 OC CSS COMMITMENT TO EX The Commitment to Excellence Award is presented to CSS employees in recognition of outstanding achievement, exemplary attitude or commitment to staff and customers. The following staff being recognized today were nominated by their supervisors or peers. ALMA RUBALCAVA Nominated by Jennifer Sanks – Alma deserves recognition for her service to a customer who needed assistance at the Self Help desk. Alma has taken on responsibility of Self Help at LJC, while maintaining an internal sense of duty to serve our customers. When a customer came to her indicating an IWO had been sent to his employer and they were about to begin garnishing, he was extremely confused since he did not have a child support case (but he did have an upset wife). Alma listened and put on her “detective” hat. By listening and believing in the customer, she determined in reviewing case notes and the customer’s Social Security card, which he brought with him, that two digits had been transposed. The employer had incorrectly updated the SSN in their system! Alma rectified the situation by immediately contacting the employer and letting them know the SSN did not match. The employer referred to their internal file, reviewed their copy of the Social Security card for this individual and realized they had transposed two numbers. Alma had them correct their system and saved this customer from having incorrect garnishments sent to the SDU. Thank you Alma for listening to the customer. Your detailed actions reflect your ability to listen to individuals, and remain calm and collected in order to help with their needs. Thank you! Nominated by Maria Berumen – I was lost and CP was not providing SYLVIA DIAZ began my assignment with Case good locate information. In addition, Initiation Team on March 15; however, Sylvia coached me on how to use prior to my arrival I was able to start Odyssey, DMV, Quick, and Accurint. training with Sylvia. Sylvia is extremely She trained me so well I was able to knowledgeable in Case Initiation and show up and begin working on my I was incredibly lucky to have her as own right away. a mentor. She was very thorough in explaining and going over all aspects I believe Sylvia is the Case Initiation of Case Initiation, from how to review expert as she has been part of the welfare referrals and non-welfare team for many years. I am pleased Viola applications. to nominate her because she really helped me learn the process and Sylvia also trained me on what to look become part of the team. Thanks to for when opening a new case and Sylvia’s support and guidance, I feel rejecting an SR when good cause is very confident that I can effectively claimed or Viola application if the case perform my daily work duties! was previously closed because NCP

Newsletter 21 XCELLENCE AWARDS RUSSELL VILLASEÑOR Nominated by Julie Matsuoka – I He effectively leads by providing the would like to recognize and nominate location of valuable resources and my peer, Russell Villaseñor, for the tools to assist in finding answers on Commitment to Excellence/Peer our own. This is important because of the Quarter Award. I was very it helps me gain the necessary excited when I recently joined the knowledge to successfully assist Enforcement Team and quickly our customers and strengthens our realized there was a great deal to child support team overall. Russell is learn. Fortunately, Russell developed always ready to assist with my many the training for new team members, inquiries and is the epitome of a like myself, with great enthusiasm team player. Thanks Russell! and patience. SUPERVISOR OF THE QUARTER VIOLETA GARCIA Nominated by David Ruvalcaba – I am pleased to nominate Violeta Garcia for a Commitment to Excellence Award. Violeta leads a team whose main purpose is to raise awareness of public services provided by CSS. Under her leadership, Marketing & Communications Team (MCT) has refreshed all of its print, digital, and direct-to-customer marketing efforts. Marketing efforts include print ads in a Spanish-speaking periodical, family-centric magazines, and transportation shelters. Violeta also oversaw the development of digital ads that aired in select DMV field offices and currently airing at the Honda Center during their high profile events. In addition, Violeta oversees all facets of CSS’ video productions and live- streaming events, such as the quarterly Town Hall and Social Safety Net. As a leader, Violeta is supportive, empathetic, continuously looks for opportunities to develop her team and consistently maintains a professional demeanor. She is open to input and accepts challenges as growth opportunities. She has a communication style that is respectful, inclusive, and engaging – making consultations with internal customers successful and fruitful. Violet’s flexibility, ‘can-do’ attitude and great customer service play a vital role in the ongoing success of MCT yielding production-ready and professional-grade deliverables. As her manager, I value the leadership skills that she has developed since leading MCT as well as her contributions to ‘getting the department’s message’ to our customers. It is because of this that I believe Violeta deserves recognition as CSS’ Supervisor of the Quarter!

22 OC CSS TEAM OF THE QUARTER Enforcement mpson Brand Team 1 Marroquin i Karsting Cari Riv Ali cia Taylor Marion Cheri Si Dieu-Mi Ngo gelica Barrera era An Reyna Villanueva Phuong Nguyen Nominated by Debbi Ferentz – I nominate Enforcement Team 1, which I was assigned to for a little over a year before recently moving to Enforcement Team 4, for Team of the Quarter. Enforcement Team 1 has it all! Supervisor Dieu-Mi is supportive, understanding and acknowledging of the positive, hard work that each person provides to the team and our customers. The Senior CSSs, Brandi and Marion, are always available and never hesitate to answer any questions or explain exactly what is needed and why. They are extremely understanding and patient. Then you have the CSSs, Cheri, Allie, Angie, Cari (who recently moved), and Reyna who have your back at all times. When someone needs help, each and every person is there to help with whatever is needed, no judgment or comment. Even with the overwhelming amount of mail and tasks, the team remains positive, polite, courteous, and works extremely hard to ensure that each case gets the best care possible. Make no mistake Enforcement Team 1 also knows how to laugh. When you’ve worked one of those tough cases, my ex-teammates are there to relieve any stress and anxiety and help find the humor in things to minimize frustration. I truly enjoyed the comradeship that Enforcement Team 1 provided. I will miss them all greatly!

Newsletter 23 CusCtoommerpSelrivmiceents NCP said Trina “has helped me CP wrote to compliment Dana through thick and thin over the on her excellent customer last four years. She is great!” service. Customer is pleased with how easy the process was. Trina Ziegler de Cardona Dana’s professionalism exceeded Child Support Specialist expectations. Customer wrote, “… Telecommute Team such commitment to great customer service is to be commended”. CP wrote to Jennifer after a court hearing to let her know how grateful she Dana Mendocilla was for taking her aside to share what Sr. Child Support Specialist to expect at court. She says Jennifer is “so sweet, thoughtful, and an absolute Establishment Team B angel!” In her letter she gifted Jennifer an inspirational card she’s carried with CP wrote to Amanda to thank her her during trying times, saying “I share for all she has done, especially it with you because… you carried me for listening to her when she through court!” would call. Jennifer Wills Amanda Griffith Attorney III Child Support Specialist Legal Services Attorney Team Telecommute Team JobWell Done!

24 OC CSS Growth through D Opportunities CSS’ efforts to promote growth and development broaden as we explore more wa your knowledge and skills. Intra-agency mobility is one way to challenge yourself have recently taken on exciting new growth opportunities at CSS: 1 From: To: Employee: Tohue Nguyen Post Order A Post Order C Patricia Pacourek Post Order A Post Order C Ha Nguyen Case Initiation A ESAT Maria Berumen Call Center A Case Initiation Lan Tran Enforcement Team 3 Post Order B Karl Duran Post Order A FIDM/SLMS/Passport Team Consuelo Enriquez Call Center D Case Initiation Jose Najera Call Center A Collections & Performance B Norma Sanchez Call Center D Case Initiation Sal Villalpando Collections & Performance B Establishment B Monica Ascencio Collections & Performance D Enforcement Team 4 Cari Rivera Enforcement Team 1 Case Initiation Susana Gallardo Management Customer Service Center Legal Services Court Team “Self growth is the driving forc

Newsletter 25 Development s and Change ays to leverage new opportunities. There are many ways to grow at CSS and enhance f and take advantage of a path for growth and development. The following individuals 1 From: To: Employee: Collections & Performance B Call Center A Policy & Process A Management Executive Support Francesca Nguyen Antonio Castillo Enforcement Support Mail Services B Elizabeth Eseroma Enforcement Support Mail Services B Donna Johnson Enforcement Support Mail Services B America Lopez Enforcement Support Mail Services B Christopher Martin Enforcement Support Mail Services B Enforcement Support Mail Services B Amy Nguyen Service Support Team Mail Services B Erika Ochoa Enforcement Support Enforcement Team 3 Karen Paul Enforcement Support Mail Services B Olga Pulido Collections & Performance D Mail Services B Sean Sanders Enforcement Support Enforcement Team 2 Judy Torres Sandra Valdez ce behind success and growth.”

26 OC CSS SERVICE AWARDS 30 25 20 15 Nelida Chavez Jose Aguilar Diane Arellano Steven Eldred Ramiro Espinoza Annette Santillan Hilda Heraz Trinh Tran Maggie Vong Cathy Grajeda Marie Vu Michael Cole 10 Aaron Dang 5 Suzy Brissette Michelle Reyes David Cortes Roland Garcia NEW HIRE PROMOTION Attorney III Admin Manager II (TP) Anna Kim David Ruvalcaba Attorney I Supervising CSS Shawn Davis Desiree Gonzalez Staff Specialist Michele Tsachpinis Brandon Reed Ann Martin Gerrie Williams EDITOR Staff Specialist VIOLETA GARCIA Tamara Aranda ASSISTANT EDITORS PHOTOGRAPHER DAVID AYALA ALDENISE BELCER RUBEN PADILLA BRANDON REED PUBLISH DATE JAN DUNFORD June 7, 2019

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]