Support Report

Suppor t Repor tOrange County Department of Child Support Services Newsletter 1 Winter 2018

2 OC CSS2018 WINTER EDITION INDEX CSS GIVES BACK DURING THE HOLIDAYS PAGE # 4 JOYOUS RETIREMENT PAGE # 5 CONNECTING THE PIECES PAGE # 5 SELF CERTIFICATION PROGRAM PAGE # 6 SELF CERTIFICATION GRADUATES PAGE # 7 YOU AND THE MOU PAGE # 8 2ND ANNUAL SUPERVISOR’S OFFSITE MEETING PAGE # 9 COMMUNITY SERVICE CORNER 2.0 PAGE # 10 LIGHTS, CAMERA, ACTION! PAGE # 11 2017 HOLIDAY LUNCHEON PAGE # 12-13 LUNCHES WITH A SMILE PAGE # 14 HELP SOMEONE GROW PAGE # 14 INGREDIENTS FOR HELPING SOMEONE GROW PAGE # 15 CSS IN YOUR NEIGHBORHOOD PAGE # 16-17 COUNTY OF ORANGE POLO SHIRTS PAGE # 17 AROUND CSS PAGE # 18

Newsletter 3FROM THE DIRECTOR -Steven EldredAccording to the newspapers, I think it sounds like it is coming usually a day late(!), we return to the the economy is booming once right out of a Jason Bourne movie! basic proposition – it is their childagain! The stock market is at There would be no way to intercept they are supporting. That makesan all-time high, unemployment that income at the rider/driver level, it their responsibility to pay, notinsurance applications are the at the Uber/contractor level or at the someone else’s to arrange. We havelowest they’ve been since 1973. ‘bank’. made it as easy as can be to makeWe’re watching multi-national full or partial payments, daily, weeklycorporations make plans to bring This is just one example of how we or monthly.money and infrastructure investment are adapting to the new economyback to the US. By most accounts and new currency practices. While If they can’t find a way to make somethe employment picture is very rosy. 65% of our collections can come kind of arrangement, we’re not going from wages, and 15% come from to pass new legislation interceptingAt OC CSS, our wage assignment intercepts such as taxes, insurance, Bitcoin (I’ll admit, I’m not really surecollections are up, the number of etc., the balance of 20% needs what that is. Is Bitcoin the coins inwage orders sent to employers is up, to come from voluntary payment the sky above Mario and Luigi’s go-and the percentage of collections arrangements. cart?) or place undue pressure ondue to wages is also up. Another employers. We will put pressure onfactor is at play here, though. In We’ve created multiple options for the parent who owes the obligation,this ‘new economy’, there are more those people, whether they are day preferably by collaborating withpeople bartering for services. More laborers, independent contractors, them, or by court pressure throughpeople are listed as independent or business owners. They can pay the Special Enforcement Team.contractors rather than wage- with cash, check, or credit card. Either way, by any method orearning employees. A friend of mine They can pay at our office, at court, currency, it is always about thetold a story about his Uber driver by mail, phone or on-line. They can Cheerios and sneakers!(an independent contractor, not an pay at Moneygram or PayNearMe.employee of Uber). The driver said They can make one-time paymentshe converts his earnings into ‘crypto- or set up an auto-debit to their bankcurrency’ like Bitcoin. That account account or credit card. Rather thanis held by a number, not in his name. chasing employers of these people,

4 OC CSS Above: OC CSS’ collection for Operation Santa ClausCSS Gives Back During the HolidaysBy Yadira NinoYour support of various departmental drives and fundraisers Customers and visitors were amazed with our kindness and help our community and customers tremendously. It is charitableness, demonstrated by bins full of items in our lobby.easy to get overwhelmed by many organizations asking forassistance during the fall/winter season and, thanks to you, Kudos to Christine Nguyen and the Vietnamese-Americansome community programs were not overlooked. Bar Association, whose generous contributions to Operation Santa Claus inspired more people to donate to the cause. TheCSS participated in the following activities with exciting results: donation of big teddy bears, resembling a family, reminded CSS of our commitment to our community. Halloween Give-Back - Treats for Troops Collected over 60 pounds of candy for our troops And the giving did not stop there! The Labor Management Committee (LMC) contributed to the purchase of a new tree Operations Santa Claus for the Lobby. Collected over 130 toys and gifts for Operation Santa Claus Thank you CSS for your generosity and for making a difference in our community this holiday season. Your support does not OCEA’s Food Drive for Veterans go unnoticed. We donated over 8 boxes of food items and OCEA commended CSS for being the most giving agency for the Food Drive!United Way CSS continues the same level of participation forUnited Way; approximately a quarter of staff madedonations for the November casual passes

Newsletter 5Joyous Retirement By Itzel ParraOn January 4th, 2018, Nelida Yanez retired from CSS. Her career at CSS began in 1998 as a Paralegal with Legal Services. In her role, she worked on different assignmentsincluding interviewing customers in court, managing the Paralegal mailbox andcompleting workups on Other Party motions. Nelida always had a positive attitude andher strengths of Connectedness, Learner, Input, Includer and Individualization shinedwhen she interacted with people.Nelida was also a great speaker. Did you know she was one of the founding membersof CSS’ Toastmasters club – Tools 2 Lead? Always an excellent speaker, Nelida’sgoodbye speech at her proclamation presentation was amazing and inspiring. Sheshared how much she enjoyed working at CSS, the friends she made throughout theyears, and most importantly, about the families she helped and impacted. She alsotook the opportunity to remind everyone how important our job truly is to the familieswe serve. We will miss Nelida and send her best wishes on her joyous retirement!Connecting the PiecesBy Antonio CastilloOC CSS has seen great improvement in data reliability and This shift in focus will show: compliance in the last Federal Fiscal Years. This can belinked to the use of job aids and more focused job trainings • Why we must look at information in a different mannerin paternity and health insurance. Does this mean we can • Determine the significance of such information for eachstop there and rest on our laurels? Of course not! Next isbridging how both data reliability and compliance fit into case andthe big picture of child support enforcement and customer • Identify the next case action to move the case forwardsatisfaction. Simply put, we will be “Connecting the Pieces” ofData Reliability to Compliance. P&PM will continue to provide guidance that will bridge the importance of using accurate, complete and reliable data toNew and coming soon! support each case action.Policy & Process Management (P&PM) Team will launch a new Stay tuned for more information!data reliability and compliance campaign that will revamp jobaids and shift focus from “how to” to:• Understanding the significance of each piece of information they receive• Applying information to their daily tasks and responsibilities• Reacquainting staff with the nuances of data reliability and compliance, and their differences

6 OC CSS SELF CertificaThe ProgramBy Ivette Menjivar and Lisa Eubanks “Looking to grow and develop your leadership skills? The SELF Certification program is just right for you!”The Supervisor Enhancement Leadership Forum Certification Program, or SELF Cert, is offered by OC CSS to facilitate the development of leadership and professional skills. These skills are crucial to anyone looking to be their best orinterested in advancing their career.Tell me more about SELF Cert.• SELF Cert is a nine month, structured program endorsed and supported by Executive Team• It focuses on setting goals, career planning, principles of leadership, and highlights the leadership experience• Provides an opportunity to participate in informative sessions delivered by OC CSS training team and outside County partnersWhy apply?The program provides an opportunity for selected applicants to attend trainings and presentations geared towardshelping you develop or improve leadership skills. The focus of this program is personal development and many sessionsare designed for self-reflection and examination (e.g. determining core values, goals). The skills and concepts thisprogram delivers are valuable, as are the relationships you build with peers. Some courses are offered at other countylocations, such as County Regional Parks, providing an opportunity to network with other county staff.How will I benefit by attending SELF Cert.?There are many benefits, including:• Opportunity to gain or enhance leadership skills• Resumé builder• Recognition of achievement• Increase confidence in your abilities and skill set• Network with peers for developmental supportWe both had the opportunity to graduate from SELF Cert and highly encourage you to apply to attend. SELF Cert, gave usa sense of accomplishment, self-awareness, and enhanced leadership abilities.Want to learn more or get information? Contact the TCD mailbox at [email protected].

Newsletter 7ation Program Celebrating Graduates By Sharen Owens Beginning April 2017, a cohort of 25 self-identified leaders began their journey in the SELF Certification Program with a program Kickoff. To successfully complete the program, graduates participated in mandatory cohort trainings and their choice of outside training. Additionally, program participants demonstrated their skills by taking on leadership roles. Along their journey, graduates studied leadership theory and participated in self-exploration by preparing an Individual Leadership Development Plan and assessing their level of emotional intelligence. Training and Career Development would like to thank the supervisors and managers who supported staff throughout this journey.Congratulations to the SELF Certification class of 2017!Aidee Rivera Gladys Moreno Monica AscencioAmanda Eighme Gustavo Ramirez Natalie RiveraBetsy Anderson Harry oh Russell VillasenorCheryl Davidson Ivette Menjivar Richard CrouchDelia Murillo Julio Banderas Tamara BeasleyEdith Soto Kim Griffith Tricia DenDekkerGabriela Garcia Lisa EubanksGerrie Williams Lisamarie Silva

8 OC CSS You and the MOU By Labor Management CommitteeEach bargaining unit within the County of Orange reaches an agreement with the County and memorializes it in a Memorandum of Understanding (MOU). Orange County EmployeesAssociation (OCEA) is the labor union that represents the County General Unit; the unit thathas the majority of Child Support Services’ classifications. Our current MOU covers the timeperiod of June 26, 2015 through June 22, 2018.Why would I want to read all 149 pages?There are lots of benefits for tackling this document – and you do not need to read eachsection if it does not pertain to you. However, this is one way to educate yourself and becomeinvolved in something that impacts your work life directly. Click here for more informationWhat’s in the MOU?There are a variety of topics and the Table of Contents will help you locate the information you are looking for. Someexamples of information include:• Overtime and Bilingual Pay • Safety• Terms of Probation • Employee Rights• Accumulation and Use Of Annual Leave • Insurance• Leaves of Absence • Defined Contribution• Holiday Observed and Pay • Retirement• Reimbursement Programs • Performance Incentive Program (PIP)• Disciplinary Actions and the Grievance Procedure • Labor Management Committee (LMC)• Workers’ CompensationWhat’s not in the MOU?Items that are determined to be left to the department’s discretion are not part of the negotiation process with the unions.For example, designated work shifts are based on the need of the department as each department has different needs forcoverage, varied business hours etc.What do I do when the MOU language is confusing?Ask your union representative, supervisor, or others for assistance.

Newsletter 9Supervis2onrd’s AOnffnsuitaelMeeting By Cheryl VargasLions, tigers and bears - oh my! We are definitely not “My favorite thing of the day was in Kansas anymore. When you hear this phrase, the reconnecting with my peers andfirst thing that comes to mind is the unforgettable and discussing challenges and solutions toiconic movie, “The Wizard of Oz.” However, I’m referringto something else that is unforgettable, the 2nd Annual our every day business.”Supervisor’s Offsite Meeting. This all-day event was held atIrvine Regional Park and provided attendees an opportunity Most popular topics included:to reconnect, network and collaborate with other CSSleaders. Via lecture, activities and open discussions, the • Conveying Unpopular/Bad News,overall message of the day was to empower leaders to be Decisions and Directioncourageous and confident within their leadership role. • Use/Choice of WordsWorld-renowned Dale Carnegie Trainers helped ignite • Increasing/Leveraging Self-Confidenceenthusiasm by engaging leaders to identify their ownlearning needs. Each topic had leaders draw from their TCD is looking forward to the development andown past experiences and expertise, making the learning delivery of next year’s engaging and unforgettableexperience very personal and interactive. Leaders had an Annual Supervisors’ Offsite Meeting.opportunity to practice concepts learned throughout theday with their peers. Click here for more pictures of the event!“I intend to work on leading by example.”

10 OC CSSCommunity Services Corner 2.0By Cindy Tran-ChangIpreviously shared about my upbringing, what it means to give back and make a difference in someone’s life. This time, I will highlight some organizations my family has worked with and hope to inspire you in making our community a better place.Second Harvest Food Bank: 14-year-olds and older can sort and pack food for families in need. Kids ages 7 to 13 canhelp pack fresh fruits and vegetables in a section called Izzy’s Corner.Visit https://www.feedoc.org/get-involved/volunteer/ for details.OC Burrito Project: On the third Friday of the month at the 4th Street Market in Santa Ana, roll burritos and deliver water,toiletry goods and clothing to the homeless in the Civic Center area. Volunteers must RSVP.Visit https://www.ocburritoproject.org/volunteer.html for details.HashtaglunchbagOC: On the second Sunday of the month from 9:30 am - 11:30 am, pack sandwiches, cookies, freshfruit and water to deliver to South County or Santa Ana Riverbanks. There’s a kids only section! No need to sign up; just showup at the 4th Street Market at 201 E. 4th St, Santa Ana.Assistance League of Santa Ana: Various philanthropic programs throughout the year including college scholarships,dental center, eyeglasses program, book drives, French Park Christmas gifts, Gift of Giving and Operation School Bell providechildren with new uniforms, shoes, hygiene kits and school supplies. You can help at the Thrift Shop or join various committees(listed on their website) serving Santa Ana’s low-income families. 7th and 8th graders serve as Junior Assisteens while highschool students serve as Assisteens.Visit https://www.assistanceleague.org/santa-ana/philanthropic-programs/ for details.South County Outreach: Volunteer opportunities include: sorting food, stocking food pantry shelves, picking updonations, working in a retail Thrift shop, teaching at the Computer Learning Lab or helping clean the pantry area.Visit http://www.sco-oc.org/volunteer/ for details. Look for an opportunity to take action to make the world a better place.

Newsletter 11Lights, Camera, Action!By Itzel ParraLegal Services Films presents…. “A Year in Legal”. Have you seen our lobby display highlighting Legal Services’ stellar success? As a result of their hard work, dedication and positive attitude, Legal Services staff had a great deal tocelebrate in FFY 2017. From total collections, hearings held, interviews in the alcove and self-help desk, processinganswers to calendaring motions, here is a snapshot of our accomplishments: Interviewed over 9,000 customers in court for General Calendar matters Presented over 10,000 hearings to the court Processed Answers and calendared motions within average of 3 days Collected over $1.8 mil (in combination of alcove, credit card, paralegal and workers’ compensation collections) Assisted over 2,600 customers at the Self-Help deskThese achievements were made possible by collaborating with other teams. Also, we would like to shine the spotlight onFacilities and PPM Teams! Every morning Facilities Team promptly delivers our files to court and PPM supports us withLPS and policy issues.So don’t forget, visit our lobby display and check out our red carpet, popcorn, walk-of-fame stars and real vintagemicrophone. We even have a movie camera and film strips with some pictures of the 8th floor teams.Be careful though the paparazzi might be hiding, waiting to snap their next superstar picture!

12 OC CSS2017 Candy Land Holiday LuncheonBy Peter Aranda The 2017 CSS Holiday Luncheon took place at the DoubleTree Suites by Hilton in Anaheim, a familiar location to many of us who have attended holiday luncheons in the past. Candy Land was the lively theme and upon arrival staff encountered a colorful rainbow path with a sign leading straight into the Candy Land world. Upon entering the main room, staff were captivated by the beautiful & colorful decorations which included giant lollipops, gingerbread men, tootsie rolls and big candy shaped balloons. Each table featured a glass centerpiece full of lollipops which resembled a blossoming flower. This year, the person with the birthday closest to the date of the event took home the colorful centerpiece. The photo booth was a hit and everyone enjoyed using the many humorous props to capture funny moments. There were a variety of prizes this year which included an array of gift cards such as Macy’s, Cheesecake Factory, Yogurtland and movie cards, to name a few. Everyone in attendance was the winner of a $5 Starbucks gift card and left with a big smile. This event was truly memorable and unlike any prior holiday luncheon. Staff had the opportunity to socialize and gather with CSS family to celebrate and create lasting holiday memories. We hope all who attended this year’s event had a joyful experience; I know I sure did! The CSS Holiday Luncheon wouldn’t be possible without our wonderful staff that supported the many Social Committee fundraising events throughout the year. Special thanks to the motivated and dedicated committee members who worked hard planning and organizing this event, ensuring every detail was perfect. Job well done! Hope to see you all next year!

Newsletter 13Click here for morepictures of the event!

14 OC CSS Lunches With a Smile By Claudia KabotOver the last 11 years Tools 2 Lead (T2L), OC CSS’ Toastmasters club, has built a solid reputation of growing eloquent speakers and dynamic leaders who alsohelp the community.In December 2017, the happy group of elves, otherwise known as T2L members,participated in the club’s second annual Peanut Butter Lunch Bag Project. Membersorganized and participated in making 200 peanut butter and jelly sandwich sacklunches in only 45 minutes – beating last year’s total of 150 bags! The group ofT2L elves cheerfully listened to Christmas carols while busily making sandwichesand packing lunch bags, complete with protein bars and bottled water. The sacklunches were later dropped off at Mercy House in Santa Ana for distribution.This display of generosity speaks volumes of T2L members, who are not only eagerto improve their professional lives, but also the lives of those in our community. Thank you members, for your contributions to our community!Help Someone GrowBy Veronica McNamara and Patti WelchCSS’ Help Someone Grow campaign is well under way. “The people who areWe’d like to acknowledge and thank the committee crazy enough to thinkvolunteers who are hard at work on multiple efforts to they can change theget this message out. Part of helping people grow isremembering that challenges or difficult situations world are the onesprovide us with opportunities for growth! When we who do.”push ourselves out of our comfort zone, that is when thelearning really begins. Having a solid support system is -Steve Jobsimportant during those times. Being a support systemfor each other is one of the many ways we can help eachother learn and develop.Coming soon!The committee will release a short video about thecampaign message. And to continue spreading themessage, we are ramping up for a fun department-wideactivity in Spring 2018.

Newsletter 15 Ingredients for Helping Someone Grow By Cindy Tran-Chang“Help Someone Grow”. These words remind me of my Girl Scout troop who have blossomed from shy 2nd gradeBrownies to confident 8th grade leaders taking action with courage, confidence and character! This passionof growing others required dedication, attention and commitment to providing guidance, nurturing, inspiring,motivating and sometimes disciplining, to grow people to be the best versions of themselves! I know I’vemade an impact on the girls because I’ve observed them work together as a team, to make their communitya better place. The skills learned are the foundation to fuel future actions that will make their world a better place!Whether working with kids in the community or leading staff in the workplace, we employ the same leadership principles.Below are 10 ingredients I’ve used to help someone grow.Build a strong foundation, sense of ownership and Take risks - failure is an opportunity to learn from mistakesaccountability by setting clear expectations. and grow! Focus on different solutions and ways of achieving the same results.Share your group dreams, goals and visions toensure you’re traveling in the same direction. If you Model the behavior you wish to see and follow through withneed to change direction or make adjustments, what you say you’re going to do.that’s fine too. Lead with your heart. Demonstrate kindness andCommunication is critical so you can support one compassion; people sense insincerity and quicklyanother in the growth process. disengage.Be respectful and give each other space to grow by Set the bar, stand back and watch them deliver. Providelistening to each other’s ideas. feedback as needed, motivate, inspire and find opportunities for them to lead.Get in the trenches and walk in their shoes - itbuilds trust, solidarity. Acknowledge, recognize and celebrate all wins!Helping someone grow is similar to growing a garden; it takes time, work and patience. Add some passion and thingswill fall right into place. I hope my story inspires you to ‘help someone grow’ by using these leadership principles! “Strength and growth come only through continuous effort and struggle.” -Napoleon Hill

16 OC CSS Have You Seen CSS in Your Neighb By Ruben Padilla and David AyalaIf you drive north on Main Street past 17th Street, you may have seen one of our CSS ads featured at the bus stop; or maybe you’ve seen our ad pushing a cart while gathering your groceries at Vons in the city of Garden Grove. You canalso find our ads in the Spanish publication, Excelsior, which can be picked up at local supermarket rack stands. Theseare a few of the campaigns Marketing & Communications Team (MCT) is using to raise awareness of CSS’ availability toneighborhoods all over Orange County.In 2017, MCT launched 11 campaigns, with one goal in mind: Increasing awareness of services CSS offers to thecommunity. We made our presence known in direct-to-customer campaigns, digital format, and print media. Ourcampaigns are featured in a variety of places such as Facebook, local DMV offices, OrangeCounty.net, family magazines,and post card mailers. Campaigns were created to target existing and potential customers, including commuters, theHispanic community, families and folks in the Legal profession.It has been an exciting year for MCT and we look forward to expanding our footprint in Orange County by exploring newways to market our services. If you happen to know of a great advertising opportunity, reach out and let us know.In the meantime, keep your eyes open – you just might see CSS’ ads at a mall, on the back of a bus, local library or evenat a stadium as you wait in line for that 7th inning stretch hot dog. (NON-IVD post card mailers)(Corner of Main St. and 17th St.)

borhood? Newsletter 17 (At Stanton and Westminster DMV locations) (Vons on Chapman and Valley View St.)County of Orange Polo ShirtsView the catalog and order your items online* Prices range fromwww.occhildsupportservices.bigcartel.com $15 - $30 This is an ongoing sales event for CSS employees• Shirts can be worn during business hours. NEW• Free shipping for orders delivered to CSS. ITEM• Online orders only.• Payments via credit/debit cards.• See website for instructions and information.• For more questions, please e-mail CSS-Facilities.*Website is categorized as shopping. Users with standard internet accesswill not be able to view website from their workstations. All sales are final.

AROUND CSS18 OC CSS INDEX COMMITMENT TO EXCELLENCE PAGE # 20-21 SUPERVISOR OF THE QUARTER PAGE # 21 TEAM OF THE QUARTER PAGE # 22 MANAGER OF THE QUARTER PAGE # 22 EMPLOYEE SUGGESTIONS PAGE # 23 K.U.D.O.S. PAGE # 24 SERVICE AWARDS & NEW HIRES PAGE # 25

Newsletter 19ENJOY THE WINTER!

20 OC CSS COMMITMENT TO EXThe CSS Commitment to Excellence Award is presented in recognition of outstanding achievement,exemplary attitude or customer service by CSS employees. The following staff being recognizedwere nominated by their supervisors and peers.Nominated by Tina Tran – I would She is open to answering questions RUTH GUTIERREZlike to nominate my team member via phone or email from other teams,and fellow CERT Team Sr. CSS Ruth especially her previous team members assist her co-workers.Gutierrez as ‘Peer of the Quarter’. Ruth in Case Initiation. At least a few times, She’s not only helpful to her currentalways arrives to work on time and I have witnessed co-workers from her CERT Team but also her former Casestarts working as soon as she gets to old teams stop by and thank her for Initiation colleagues. Ruth Gutierrez isher desk. Almost every day, she stays showing them how to open cases or a friendly, helpful, and hard-working Sr.later than her assigned time to finish her properly work their case. CSS whom I believe deserves the awardwork, sometimes 15-30 minutes after for ‘Peer of Quarter.’her shift. Ruth has a very friendly demeanor, always with a big smile on her face, so it’sRuth always stops whatever she is very easy for us to come to her with anydoing to help her co-workers better questions. She constantly works hardunderstand a case scenario to work to finish all her assignments in a timelya case, or figure out how to update manner while also doing additional worksomething in CSE; especially when from new case lists. Our CSS staff hastrying to learn a new system/procedure. greatly benefited from Ruth’s exemplaryRuth is always willing to help with our performance; not just her outstandingcases, figure out a case problem, or work habits, but also her nice/friendlylook up ways to correctly work a case. character and extreme willingness to AMANDA CARACCI Nominated by Adriana Lazarin – Amanda deserves to be recognized as a recipient of the ‘Commitment to Excellence Awards’ because she provides excellent customer service to both internal and external customers. CSS benefits from Amanda’s exemplary performance because she is patient, knowledgeable, and a pleasure to work with. Amanda appears in court on the Special Enforcement cases where the atmosphere is highly contentious. However, Amanda is always prepared on her cases and is willing to assist support staff in any way possible. She makes working in a highly contentious atmosphere a lot easier by always maintaining a positive attitude. And best of all, her laughter is very contagious!

Newsletter 21XCELLENCE AWARDS SAMUEL ALAMEDANominated by Candice Anderson – I am the Customer Service area where he work groups, led cross trainingnominating my peer Samuel Alameda provides exemplary customer service to opportunities for the Customerfor Peer of the Quarter because he each of the customers he sees. Service area, participated in Marketingis a model CSS employee in terms of & Communications brainstormingproviding quality customer service, His knowledge of policies and workgroups, and volunteered forprofessionalism, interpersonal skills, procedures, as well as performance multiple Saturday Solution workshops.and integrity. Samuel is assigned to measures is impeccable. He has the In addition, he is currently leading the ability to professionally convey CSS’ 1st floor’s Emergency Response Team. office business practices, while tailoring the interview to the specific needs of Samuel began his child support career each customer he interviews. His ability in Fresno County, however his addition to quickly assess the needs of customers to our Orange County team is definitely and independently problem solve for a benefit to our agency as he has proven immediate action is remarkable. to be an ambitious, professional, and dedicated to the mission of our agency. Throughout his employment at OC He is certainly an asset to the OC CSS CSS he has participated in multiple team!SUPERVISOR OF THE QUARTER SANDRA JIMENEZNominated by Debbi Ferentz – I believe documents and was diligentSandra Jimenez from CPRT C deserves in taking steps to help getrecognition as Supervisor of the the issue fixed. Sandra isn’tQuarter. I am currently on CPRT A and my immediate supervisor, yetour team hasn’t had a supervisor since she’s helped to get my yearlyJune of 2017. Sandra has gone above evaluation completed, helpedand beyond to help support our team to get me a PIP and continuallywhile our supervisor has been out. She works hard to resolve anymanages the Demand Desk calendar, issues that occur with theensuring that anyone who wants to Demand Desk.attend trainings is allowed, by makingsure there is adequate coverage for the In my opinion, Sandra has donephones. so much more than what’s required of her, especially sinceAnytime I’ve had a question she’s found she isn’t even my supervisor and she has her own team and work to complete.the answer for me. We’ve recently Every time I voice my opinion and share my thoughts she’s never once dismissedexperienced issues with some of our me or told me to “take a hike”. Sandra’s been terrific in so many ways and is aequipment; luckily Sandra kept key perfect example of a great supervisor!

22 OC CSSTEAM OF THE QUARTERNominated by Kristine Zapien – I wouldlike to nominate Customer Service ContactSupport (Kristine Zapien, Rose Nguyen, GabrielChavarria, Martha Cruz-Chavez, Lorena Mora,Pamela Upton, David Urias, and PatriciaArostigue) for Team of the Quarter. I believe theteam is deserving of the nomination as they arethe first point of contact when the customerarrives to our office.CSC support staff is courteous and takes thetime to listen to our customers to ensure they Customer Service Contact Support – ( Kristine Zapien, Rose Nguyen, Gabriel Chavarria, Martha Cruz-Chavez, Lorena Mora)are checked in for the correct purpose of visit. I havereceived numerous customer surveys stating staff provided excellent customer service. The team also provides Office Assistantsupport to various CSC supervisors and their teams by providing outstanding internal and external customer service.During my brief time here, the team has undergone many changes, for example; a new Supervisor, new business practices wereimplemented, new staff joined the team, cubicle moves, the cashier redesign as well as implementation of the Customer Service(CS) Solution database. Staff embraced learning the new CS Solution which made for a smooth transition. During the cashierredesign, check-in windows were shared with cashier staff which took us down from four windows to three. Still, staff continuedto maintain a timely and efficient check-in process with minimal impact to our customers. As of now, staff has created 11,401PACS/CS Solution tickets from 10/2017 throug today.RAMIRO ESPINOZA MANAGER OF THE QUARTER prepared by the Intergovernmental Leadership Team, Ramiro created newly blended teams; balancing individual’s strengths. He coordinated efforts to physically relocate 55 individuals in multiple phases ensuring that the quality service to our customers remained high. He utilized his resources to coordinate training, caseload reassignment, and develop a new workload distribution process.Ramiro is the Operations Manager for Enforcement. In his Upon blending of the teams, Ramiro engaged all his staffrole, he manages staff doing a large variety of activities such in regular “stand up meetings” to identify and immediatelyas managing cases with an enforceable order, responding to address issues and training; asking for process improvementmail, email messages, CSE tasks, processing undeliverable/ suggestions and listening to their needs. He is a leaderreturned mail, processing intergovernmental actions, acting that utilizes his personal strengths to grow others. Ramiroas a liaison to other jurisdictions, and preparing cases for challenges his staff and gives them the confidence to succeed.possible contempt. In September, Ramiro introduced a new quality management plan for Enforcement and began piloting One Point of Contact/ Early Intervention for case managers. These initiatives demonstrate Ramiro’s commitment to increasing the quality of work we perform and interactions we have with our customers.Ramiro was nominated for Manager of the Quarter for his Please join me in congratulating Ramiro on thisproactive role in the blending of the Intergovernmental and acknowledgement! He will enjoy the Manager of the QuarterEnforcement Teams. Using the comprehensive assessment reserved parking space in appreciation for his hard work and commitment to CSS.

JOSIE RAMIREZ Newsletter 23CONNIE SANTOYOEMPLOYEE SUGGESTIONSThe Employee Suggestion Program is available for employees to submit their ideas and suggestions to improveCSS. We are always looking for ways to improve and want to hear from you. Your suggestions impactefficiency, productivity, cost-effectiveness and create a safer work environment. These innovative ideas andrecommendations greatly help CSS. “Thanks” to employees for submitting the following suggestions. suggested creating a short video(s) which focuses on maternity/parental leave for staff experiencing family changes to use as reference. A video presentation is a great option; however a more feasible and immediate solution to address HR related leave questions is placing various informational County brochures on the CSS Intranet. They would cover an assortment of topics including: Leave of Absence, Parenthood Leave, and Welcoming Your New Baby. These brochures contain good information and provide high level overviews. The brochures will be up and available for staff to access within the next couple of weeks. Still, even as HRS continues the process of making these brochure improvements/ updates; HR would like to remind staff that they are always available to answer any staff questions. Great job Josie! suggested updating the Service Award Certificates employees receive as recognition for their years of service to the County. Revamping the look and wording, as well as, incorporating frames is an excellent idea which will visually enhance the certificates and improve their professional appearance. New certificates will be of various sizes to distinguish between years of service. Also, including a signature from our Director for 25+ year recipients will certainly add a more personal touch. These changes were implemented this month. Updating the Service Award Certificates will definitely boost employee morale and provide recipients with an opportunity to proudly display their certificate. Receiving these certificates is truly a rewarding experience which also offers employees a sense of pride of working for a great agency. Way to go Connie!Your suggestions and ideas are helping CSS become betterand better each year. We encourage you to continue toshare ideas to improve our business processes here atCSS. To submit an employee suggestion, visit the EmployeeSuggestions page on the Intranet.Keep submitting your ideas!

24 OC CSS RECOGNIZING A JOB WELL DONE!K.U.D.O.S. Jeremy Koren Amanda Griffin Kevin Adams Child Support Specialist Child Support Specialist Child Support Specialist Enforcement Team 3 Enforcement Team 2 Enforcement Team 3CP says Jeremy is great and prompt CP said Amanda provides CP said Kevin is professional, polite,to returning calls. excellent customer support and and always willing to assist. Customer service. Amanda is professional, said he received outstanding service Dana Mendocilla knowledgeable, diligent, courteous, from Kevin. Sr. Child Support Specialist kind, receptive, understanding, and “very ready and willing to assist”. Russell Villasenor Establishment Tm B Customer feels very fortunate to have Sr. Child Support Specialist Amanda as a case manager.CP is very grateful for the support and Enforcement Team 3compassion from Dana. Customer Trevor Nguyensays Dana has helped tremendously Child Support Specialist Cassie Shihon her case and reassured her CSS is Child Support Specialistactively trying to obtain back pay owed Enforcement Team 3which has helped ease her stress over Enforcement Team 3missed mortgage payments. NCP said Trevor was very helpful, knowledgeable, and courteous, Natalie Rivera Brandi Karsting responded quickly, and would like him Child Support Specialist Sr. Child Support Specialist not to be taken off his case. Customer would award Trevor a GOLD star! Enforcement Team 1 Enforcement Team 1 These Child Support SpecialistsNCP sends his thanks and appreciation received “Excellent” ratings fromto Brandi and CSS staff who assisted customer surveys. Customerswith his case. Thanks to Brandi’s stated they were very helpful andexpeditious actions, the customer’s knowledgeable, and the quality ofcase is now pending closure. service they provided was EXCELLENT.Question For Steven... Why are you such an awesome person? Orange County DCSS is a great place to work and it takes a genuine, honest, loyal individual to direct such an agency. You have displayed professionalism in all that you do; which reflects on the day to day responsibilities of staff. You continually thank everyone for their role in making OC successful in all Federal Measurements; please take a minute to reflect on your contributions. Success starts from the top and trickles down. You deserve to be thanked as well. You have an Open-Door policy and if ever there was a problem, you welcome anyone to speak with you. You take the time to talk to all staff, you make a difference in everyone’s lives you touch. That makes you a wonderful leader. From the bottom of my heart- Thank you for touching my life!!!! FYI, I am not going to sign this, I don’t want anyone thinking I’m trying to win any brownie points.

Newsletter 25SERVICE AWARDS 30 20 15 Jim Gorzo Diane Olsson-Nong Lorena Valencia Karl Duran Maria Escoto 25 Tamara Beasley Lisamarie SilvaCheryl Davidson Nancy Krescanko Veronica McNamaraJackie Mendoza Veronica RojasMartha Gutierrez Ruth Garcia Sergio Burgos Sandra Jimenez 10 Violeta Garcia Sue Davila Angela Paz Candice Anderson Elizabeth Anderson EDITOR Gail Johnson VIOLETA GARCIA James Huie Laura Cordova ASSISTANT EDITORS Marysol Placencio Stefanie Ito DAVID AYALA RUBEN PADILLA NEW HIRES JAN DUNFORD Accountant/Auditor I PHOTOGRAPHERS Leonard Applebaum ALDENISE BELCER PROMOTIONS DAVID AYALA RUBEN PADILLA Administrative Manager I Delia Murillo

26 OC CSS Our MissionTo enhance the quality of life for children andfamilies by establishing and enforcing courtorders for the financial and medical support of children in an effective, efficient, and professional manner. Are you interested in writing an article? Have you considered a ghostwriter to assist with your article? Contact Marketing and Communications [email protected]