Support Report

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

2018 SUMMER EDITION2 OC CSS INDEX THEY DID IT AGAIN PAGE # 4 ODYSSEY GUIDE AND FILE PAGE # 5 HAPPY COMPROMISES PAGE # 6 PROMOTING PATERNITY OPPORTUNITY PROGRAM PAGE # 7 PROBATE COLLECTION PAGE # 8 LARGE COLLECTIONS RESULT IN CASE CLOSURES PAGE # 8 2018 CSIP GRADUATING CLASS PAGE # 9 HELP SOMEONE GROW PAGE # 10-11 GETTING TO KNOW YOUR DDC PAGE # 12 COMING OF AGE IN CHILD SUPPORT PAGE # 13 SAFE ACCESS - BEYOND CHILD SUPPORT PAGE # 14 DIRECTOR’S CHALLENGE COIN PAGE # 15 AROUND CSS PAGE # 16

Newsletter 3FROM THEDIRECTOR-Steven EldredWe are all customers of services and products, and so we make sure something is paid – say $100? In the bad months can all participate in the redesign of customer service when money is tight they know some payment is going in andat CSS. We have all tried to buy something on-line, or waited preventing the license suspension, etc. In the good monthsin line at a restaurant, medical office or government building. they can catch up and pay the full amount plus arrears. ThatWe deal with customer service professionals, try to become can be a good plan for the independent contractor, or personeducated on the proper approach to customer interactions. who relies on commissions, or has seasonal fluctuation in theirAnd we’ve all formed opinions on ‘how they should be doing income.it’! With a new State Director, I’m fired up about possibilities.Designing customer service is challenging. The biggest problem David Kilgore has always been an imaginative guy, and likesis that all customers are different! Some want fast, some high- modern computer capability. What better time to entertain thequality, some personal service, some the ease of automation. idea of text or e-mail updates on payments or case processingMy favorite businesses give me a choice. McDonald’s is putting milestones? When we order something on Amazon, weordering kiosks in some of its restaurants – but keeping an immediately check to see if it has shipped, and we re-checkordering human for those that prefer. Just as they do it, we to see whether it is in the sending facility, on a delivery truck somewhere or at our home. So what if CSE could auto-send keep cashiers in our lobby, right next to the payment that kind of case processing update to our customer? “Your kiosk. A customer can make child support case has been opened.” “A Summons and Complaint (Legal payments so many different ways now – there Document) has been filed by the court. The next step is service really is no excuse for not making regular of process.” “An Income and Expense Form has been sent to payments! your address. Please complete the form and return. Call if you have questions.” “A payment has been received. You should We are collecting millions in credit-card see it in your account in 48 hours.” transactions – that’s great! With each of those transactions we should be offering Let’s talk about what our customers want from us – we’re in the customer the information so they can the best position to get it for them! set up regular deductions from their bank account or credit card. They don’t even need to set up the full amount. Explain to them that they can auto- pay a set amount every month to

4 OC CSS Local 5k runThey Did it Again!By Robert SechOn June 2, 2018, a group of CSS attorneys, plus a few Kudos to DDC Isabel Nava, the driving force behind the family members and significant others, competed in organization and execution of everyone’s participation.the Corona Del Mar Scenic 5K run. Clad in custom-made While the running was nice, to her it was all about beingblack, red, and white “Run DDC” t-shirts, the determined together outside the office. She went on to say, “Wakinggroup completed the 3.1-mile course. up early on a Saturday morning to run a 5K with my fellow DDCs….(D)efinitely (D)elivered (C)amaraderie.”Attorneys Isabel Nava, Amanda Caracci, Kristin Chavez,Christine Nguyen, and Maria Flores were all stellar in their Congratulations to CSS’ new and veteran runners forrace performance, as were Supervising Attorneys Carlota competing and completing this year’s race!Serna, Robert Sech and Chief Attorney Dee Dinnie. Forsome runners, like Isabel, Maria, and Christine, this wasthe latest in a number of races they’ve run throughout theyears. For others, like Carlota, this race marked her firstofficial entry in an organized road race. Her sentimentsreflected the hard work of training, coupled with a sense ofaccomplishment: “The hills were tough, but the experienceof finishing was exhilarating.”The team indulged in the post-race food assortment, whichremains a hallmark of the event. Rudy Novotny, a well-known race announcer and avid runner himself, gave thegroup a number of shout-outs throughout the morning.

Newsletter 5 Odyssey Guide and File By Ann Martin With technology use at an all-time high, CSS prides itself on offering customers cutting-edge options for navigating the child support process. Odyssey Guide and File (Guide and File) is no exception. Designed by the court, Guide and File allows customers to complete and e-File eligible court documents right from their computer.Guide and File is an online process that navigates customers through documents, such as Income and Expense Declaration,by asking a series of questions. The answers are used to populate the selected form which can be filed electronically withthe court.What does this mean for CSS? Customers can use Guide and File to quickly and efficiently complete and file their Incomeand Expense Declaration (I&E), at no cost, from a laptop or PC, including the ones in our Resource Center!The Guide and File process takes just a few simple steps: Register for an account using your email address. No email, no problem! Customers can still complete eligible documents, print and file. Watch the Tutorial. Brief tutorial videos assist customers with step-by-step instructions, including what resources are needed to successfully complete the process. Select the interview and answer questions. The entire process typically takes between 15-30 minutes. If a customer is unable to finish an interview, they can return at a later time using the “my interviews” tab. e-File! Once all documents have been completed and verified, click Submit to e-File. View our QuickReference Guide for more information!

6 OC CSSHappy CompromisesBy Frances NguyenHappy Compromises. Is there such a thing? A compromise shows that you have a common goal in mind. The use of a compromise is a common solution to resolving disagreements in the negotiation and mediationprocesses. When an agreement is reached, the compromise process can help both parties feel satisfied thatthey have reached an acceptable solution - just like our “CP Compromise Program.” This program helps settlenon-welfare arrears balances by helping parents come to an agreement.Our staff expedites the process by:Proposing solutions for a lump sum Reviewing suppressionsamount that will satisfy both parties Amending IWOsPreparing Stipulations Closing cases, if appropriate, after theReleasing passports compromise process is completedAt CSS, we have data that reflects our success with this program. In some cases, there was history of zeropayments with little communication between the parties but a strong desire for a resolution existed. We havehelped over 100 families reach a win/win situation. With collections totaling $1,444,137.00 and counting, thisyear we are providing more Cheerios and sneakers to families to meet their needs. Now that’sa happy compromise!

Newsletter 7Promoting PaternityOpportunity ProgramBy Lisa-Marie SilvaCommunity Resource Center’s As a result of these efforts, word from hospitals, it is rewarding to goal is to collaborate with has gotten out and hospital staff see that CSS has become a trustedOrange County hospitals to promote have invited CSS to promote POP at partner for hospitals and resourcePOP and educate parents about various parenting classes. Currently, for parents. I look forward tochild support services. Within the I attend classes in four hospitals in continuing efforts to build additionallast three years, our collaborative Orange County. At these classes, I partnerships with hospitals inpartnerships with hospitals have present an overview of POP, explain Orange County and assist in fulfillingcome a long way, making them our the benefits of establishing paternity, our goal of promoting POP andbiggest partners in obtaining POP and welcome general questions about raising awareness of services wedeclarations. Child Support Services. provide.Through annual visits to local Most unmarried parents-to-behospitals, I am able to meet Birth have never heard of POP nor itsClerks and provide a warm hand- importance, and are very thankfulshake to Child Support Services. for the information. As an additionalI assist by answering questions resource, I provide my contactregarding POP, distributing program information so parents can contactbrochures and fielding weekly calls me directly about their situation.advising when POP is an option for After overcoming some hesitationparents in unique situations.

8 OC CSSProbate CollectionBy Itzel ParraCollaboration across county lines, follow-up, diligent efforts and excellent customer service goes a long way! In May 2018, DDC Christine Nguyen and Paralegal Suzy Brissette - in collaboration with San Bernardino County CSS - werebusy working on an extraordinary probate case! This all started in January 2017 when CP alerted CSS of the existence ofa trust where NCP was the beneficiary. The challenge was that jurisdiction was with San Bernardino County.Suzy reviewed the trust with DDC Nguyen and prepared a demand letter for $165,933.43. The trust was finalized butthe distributions due to NCP were placed on hold, and in the possession of the court, as multiple claims to the moniesexisted. Opposing counsel filed an Interpleader to have the court determine the distribution of the funds. CSS then fileda petition to enforce a money judgment and prepared an answer to the interpleader: The funds should go to CP. With theorganizational skills of Supervising DDC Carlota Serna and the collaboration of CSS staff in San Bernardino, an attorneyappeared on CSS’ behalf and the court ordered $158,320 released to the State Disbursement Unit!Suzy’s and Christine’s efforts were recognized by our Director on June 15th, 2018, by awarding them a challenge coin.Congratulations on receiving the challenge coin and thank you for your dedication and hard work. Large Collections Result in Case Closures Monica Allison obtained a great collection on June 1, 2018. Monica collected $20,000 and NCP paid off his case. -Thank you for assisting our customer, Monica! Lynne Peterson received a payment of $57,515.62 that went to CP to pay off an arrears only case. -Thank you Lynne! Success Through Teamwork!Court Work up Court Check in Received payment Payment negotiatedby Josie Flores by Sergio Lopez by Perry Marquez by DDC Diane Coto25,557.41 going to CP and case closure.

Newsletter 9Above: Left to right - Kristine Zapien, Carmen Sevilla, Azalea Aguinaga, Dennise Chavez, Harry Oh, Maria Arzola, Gary Carbajal, Rita Seth, RaulCabrera, Shirley Torres, Heather Stotler, Michelle Reyes, Connie Enriquez, Lea Almazan, Alexandra Morales, Trisha Perez, Gabriel Chavarria,Renee Rangel, Monica Ascencio, David Bella, Reyna Villanueva 2018 CSIP Graduating Class By Sharen Owens March and April were very exciting times here at CSS. We welcomed many of our colleagues and new staff into the ranks of Child Support Specialists. The new Child Support Specialists completed the 4-week Child Support Integration Program (CSIP) covering CSS culture, Child Support Program theory, and CSE navigation. In addition, every Thursday, they had the opportunity to put their new skills to work on their teams during Skills Application Days. The group of 20 participants graduated from CSIP on April 26, 2018. All graduates are now on their assigned teams and making a difference in the lives of the families we serve.What graduates are saying about CSIP! “I feel the program was very effective. I gained a lot of knowledge about CSE that helped me perform my job at a higher level that was expected for my employers. They are very pleased with my knowledge.” “Training was effective as it was, everything was perfect and trainers are great. There was a lot of interaction with peers and it made it fun. I also liked the hands-on when people from other teams came in to teach us their process.”

10 OC CSS Help Some By Casey Growing a garden is very rewarding! Whether you are so patience, perseverance, and dedication. There is nothing bloom or the tip of some carrots peek through the soil. For leaders, there are many similarities between growing and garden and helping staff develop. Here are some helpful steps First, we need to communica learn what their goals are and what Next, we need to seek o meet their goals and provide fe Last, like our gar

Newsletter 11eone Grow y Aguilar owing flowers or cultivating a vegetable garden, both require g more exciting or rewarding than to see your first seedlings d nurturing a s: ate with our team members and t they need to develop. opportunities that will help them eedback that will help them thrive. rden, we can watch them grow!

12 OC CSSGetting to Know Your DDCWhy did you choosethis career?I chose to pursue a career in law becausethe idea of being an advocate pursuingjustice resonates with me. I enjoy theopportunity to apply my knowledge inthe law to real-life situations that impactthe lives of people.What college(s) did yougraduate from?I attended UC Irvine as an undergraduate,double majoring in Political Science andInternational Studies. Later, I receivedmy law degree from Trinity Law School.Did you practice law Joshua Lee - Attorney III, Legal Services Attorney Teamprior to working forCSS? What are your favorite Can you tell me about hobbies and pastimes? your family?Previously, I worked as a staff attorney fora non-profit organization in Riverside and I love spending time with family, trying I’ve been married to my beautiful wife,San Bernardino Counties representinglow-income individuals and families in new restaurants, and exploring new Catherine, for four years. We have a two-family law, domestic violence, housing,and general consumer matters. Overall, places. During my downtime, I love year-old daughter, Evelyn.I’ve been practicing law for eight years. sports and am a diehard Dodgers andWhat attracted you toCSS? Lakers fan. I’m also a huge nerd and loveThe central mission of CSS – to enhance Star Wars and superhero movies.the quality of life for children and families– is something that I really believe in. What do youWorking at CSS gives me the opportunityto fulfill my passion to serve people in a consider your biggesttangible, practical way. accomplishment? Being a husband and a father.

Newsletter 13Coming of Age in Child SupportBy Jennifer Sanks, Leti Ochoa-Trejo, Christine Nguyen & Kristin Chavez The Minor Parent Program (MPP) is housed within Legal Services. The Care Coordinator, Leti Ochoa-Trejo continues to work with DDCs Kristin Chavez and Christine Nguyen in guiding this specialized caseload through the child support process and establishing relationships with the young parents. The results have been great! Since the launch of the program: 21 10 11 3 orders cases resolved through cases set at zero cases pending courtestablished the setting of a monthly support due to case dates for genetic testing child support amount circumstances and resultsWhile each case is different wanted to collaborate with mom to for mom and children. As recently and continues to change, become more involved in his children’s verified by mom, dad has moved in,the underlying theme is guidance, lives. Both parents were provided job is now fully supporting the familyindividualized attention and care fair information, referred to Taller and cash aid discontinued. The Caretoward each family. The Care San Jose and to the school district Coordinator’s involvement and skilledCoordinator engages and builds trust to inquire about working toward a communication methods assisted inwith customers by taking a tailored GED. During the communication improving this family’s dynamics.approach in understanding the needs process, Leti helped the customersof each individual and offers resources understand each other’s point of The future of MPP includes plans forfor food, clothing, educational needs, view by rephrasing the other’s guiding the first cases with NCP minorsWIC and job training. The importance feelings in a relatable manner. After through the S&C process if a geneticof developing a plan for the future is this communication and mutual test is requested. This will expeditealso stressed. understanding, dad started working the process of establishing paternity things out with mom and began for these families and working towardA case example includes one where visiting the children every day after more positive outcomes. We lookthere was no defined visitation work and on weekends. Currently, foward to continue to partner withschedule and a dad indicating he he is providing the basic necessities minor parents.

14 OC CSSSafe Access - Beyond Child SupportBy Desiree GonzalezCustomer safety and providing safe access to child support is our priority at CSS. We acknowledge child support matters may trigger or intensify family violence. As a result, we’ve identified the need to provide safe access to resources wellbeyond child support services.CSS continuously partners with organizations to educate staff and raise awareness about services they provide so we canshare this information with our customers. If you or someone you know is experiencing domestic violence, contact one ofthe resources below: OC Family Justice Center 714-765-1645 (Monday to Friday 8 a.m. to 5 p.m.) The Orange County Family Justice Center is a safe, confidential and friendly place where assistance is provided to survivors of domestic violence, child abuse, sexual assault and elder/dependent adult abuse. Human Options 877-854-3594 (24-hour hotline) Human Options provides resources to emergency shelters, transitional housing, services for children and families, safe options for seniors and many other services. Women’s Transitional Living Center 877-531-5522 (24-hour hotline) Women’s Transitional Living Center provides resources and assistance with shelters, counseling services, legal advocacy, community education and many other services. This program also assists male survivors in locating resources.

Newsletter 15Director’s Challenge CoinsChallenge coins are a tradition in military branches and are now embraced by corporations as a way to reward employees. CSS is partaking in this tradition, awarding Director’s Challenge Coins to staff in commemoration of their contributionto CSS’ mission, values, a special project, event, and/or service. It is a physical representation and tangible keepsake of ajob well done. A symbol of pride, teamwork, growth, dedication, and community.Director Steven Eldred, will award a limited number per year with a different coin design every year. Don’t forget the“secret handshake.” The traditional way of handing off the coin is done subtly and discreetly, the coin is exchanged palm topalm via a handshake. We hope you collect these coins for years to come!CONGRATULATIONS to the following Director’s Challenge Coin recipients:Exceptional Customer Service Safe Access ProgramChris Stanley, Child Support Specialist Maria Sanchez, Senior Child Support SpecialistJose Najera, Supervising Child Support Specialist Yolanda Cruz, Senior Child Support SpecialistPatti Rosas-Deleon, Supervising Child Support Specialist Program liaisons extend services to facilitate andCall Center staff phoned local law enforcement for assist fragile customers with the necessary servicesa welfare check after NCP threated to harm himself. and resources that support their individual needs.Customer returned call to express his gratitude for Staff have acquired professional training to moreconcern for his well-being. effectively communicate with impacted families.Christine Nguyen, Attorney CSS & OC Sheriff’s (Jails) PartnershipSuzy Brissette, ParalegalIn collaboration with San Bernardino County, Christine Terry Roach, Child Support Specialistand Suzy helped collect over $150k on a probate matter Maria Sanchez, Senior Child Support Specialistfrom a case with more than $160k in arrears. Peter Aranda, Senior Child Support Specialist Rafaela Damian, Senior Child Support SpecialistDebbi Ferentz, Child Support Specialist Program volunteers deliver child support servicesRecognized for building trust and understanding with to families of incarcerated parents at jail facilitiesinternal and external customers while inspiring staff to address barriers and assist with successful re-to provide quality service in support of the department entry to the community.mission and making a difference in the lives of the familieswe serve.Employee Experience SurveyJolie Sheppick, Research ManagerLed initiative to develop CSS’ employee satisfactionsurvey and delivered outstanding product with insightinto employee engagement.

AROUND CSS16 OC CSS INDEX EMPLOYEE SUGGESTIONS PAGE # 17 COMMITMENT TO EXCELLENCE PAGE # 18-22 SUPERVISOR OF THE QUARTER PAGE # 22 TEAM OF THE QUARTER PAGE # 23 MANAGER OF THE QUARTER PAGE # 24 CUSTOMER SERVICE COMPLIMENTS PAGE # 25 SERVICE AWARDS & NEW HIRES PAGE # 26

Newsletter 17EMPLOYEE SUGGESTIONSThe Employee Suggestion Program provides a forum for employees to submit suggestions to enhance customerservice, workplace environment, employee wellness and safety; provide cost savings; and boost employee motivationand engagement.We value your ideas and want to hear from you. The Employee Suggestion Program is available for all employees tosubmit their ideas and suggestions to enhance CSS. These innovative ideas and recommendations greatly help CSS.“Thanks” to the employees below for submitting their suggestions.HARRY suggested having the CSS customer educational SHAREN suggested sending county employees/ OH videos played in the Customer Service Center lobby OWENS agencies monthly emails regarding for customers to view while they wait their turn our Saturday hours. While issuingto speak with CSS staff. Marketing & Communications Team, in regular county emails is not probable, Marketing &collaboration with Customer Service Contact (CSC) and Community Communications Team will look into taking advantageResource Center (CRC) is currently developing an automated of existing county-sponsored communicationpresentation that will be playing in both lobbies. The content included avenues. This includes placing an ad/article in thein this presentation is created with the purpose of raising awareness County Connection newsletter and collaborating withof the services offered by CSS. This video presentation will definitely Community Outreach and Public Information Officerenhance customer service, as it will offer our customers some very to forward the information to other county agenciesuseful and beneficial information. The possibility of incorporating the and partners. Raising awareness of our availabilityuse of our online customer educational videos in the CSC and CRC to customers is very important, including countylobbies is also currently being explored. Way to go Harry! employees who may benefit from our services. Great job Sharen!ARACELI suggested enhancing VIOLA by allowing temporary JEANNE suggested creating a computer-based,NUNEZ passwords to be sent by either email or text during SIMS self-paced Family Leave training the registration process. Although current VIOLA for all staff who are interested infunctionality does not provide a text option, it does offer an email learning about the Family Leave process. Training &option that allows customers to receive temporary passwords Career Development (TCD) will be partnering andforgotten. Customers can access this option via the “Forgot your collaborating with Human Resource Services (HRS) topassword?” hyperlink to reset a forgotten temporary password. develop an eLearning module based on the existingVIOLA functionality also provides the “Register for an account” Request for Leave of Absence Policy and Procedure.hyperlink option where customers may register an unlimited number This eLearning training will definitely enhance internalof times as a new user if username or email is forgotten. A request customer service by providing staff with informationfor VIOLA functionality to add “text” hyperlink as an option is being necessary to assist them through the Leave ofsubmitted to the state for consideration. This idea will better serve Absence process. However, while TCD and HRS workour customers while being mindful of ways to increase overall CSS on developing the training we would like to remindperformance. This option will allow customers the option to receive you that HRS is always available to answer any Familytemporary passwords via text if forgotten. PPM will complete and Leave questions. Thank you Jeanne!submit a Request For Change (RFC) for DCSS consideration to addtext option currently not available in VIOLA. Awesome job Araceli!Your suggestions and ideas are helping CSS become better and bettereach year.We encourage you to continue sharing ideas to enhance ourworkplace environment and customer service.To submit an employeesuggestion, visit the Employee Suggestions page on the Intranet.Keep submitting your ideas!

18 OC CSS COMMITMENT TO EXThe Commitment to Excellence Award is presented to CSS employees in recognition of outstandingachievement, exemplary attitude or commitment to staff and customers. The following staff beingrecognized today were nominated by their supervisors or peers.Nominated by Carmen Farias – It is my excellent customer service. Alana is ALANA WHITEpleasure to nominate Alana White for always available to answer questionsthe Peer of the Quarter/Commitment and help everyone understand the legalto Excellence Award! Alana deserves aspect of cases. She is very pleasant tothis award because she is a team player anyone she comes in contact with. Shewho is always ready to help others. She listens, guides, and helps CPs, NCPs,provides outstanding customer service attorneys, other agencies, etc. Alanaand contributes to the department’s is a very dedicated employee, alwaysgoals and objectives. Alana is respectful, arriving early to complete her work.understanding, and extremelyknowledgeable. Her vast knowledge I consider myself very fortunate to workdefinitely makes her the ‘go-to’ person if with Alana and have the opportunity toyou are looking for the right answer. observe her professionalism. Alana is an amazing team player and excellentShe consistently displays exceptional co-worker who we can count on. Shequalities, for instance, repeatedly is an asset to the Department of Childgoing the extra mile to provide peers, Support Services!attorneys, management, and clients APRELLA JENKINS Nominated by Russell Royston – I proudly nominate Aprella Jenkins to receive a Commitment to Excellence Award. Since becoming her supervisor, Aprella has displayed all the skills and knowledge that are essential to a Senior Child Support Specialist. She is diligent in her research, going the extra mile to locate missing NCPs and gathering pertinent financial information for the preparation of S&C\ PJs. In regards to the One-Point-of-Contact program, Aprella conducts interviews with participants in a professional manner, in order to gather as much necessary information to determine the next appropriate actions. Whether that be to proceed with the generation of an S&C\PJ or having the parties stipulate, Aprella is a team player who never hesitates to assist her fellow co-workers when needed.She also brings items to my attention that need to be addressed prior to being reviewed by the Establishment Unit. AlthoughAprella worked a double caseload from January to March, she was more than able to remain current with her assigned tasksand follow-up on cases within the appropriate timeframes. Aprella exhibits leadership, commitment, and desire to help theEstablishment Teams and CSS succeed in our quest to generate appropriate S&C/PJ’s as quickly and efficiently as possible. Sheis an invaluable asset to DCSS.

Newsletter 19XCELLENCE AWARDS DAVID DOMINQUEZ David is available, he will ask customers commitment to customer service in the cashier line if they would like to is evident on a daily basis. David’sFirst nomination by Tricia Den Dekker – use the kiosk and then gladly assist willingness to assist his peers and hisDavid is extremely dedicated to assisting them. David takes the time to educate friendly demeanor make him a pleasurecustomers and providing them with customers on how to use the kiosk so to work with. He is always ready andthe information they need to feel at that they may feel more comfortable willing to step-up, anytime help is neededease. He never hesitates to call on his using it in the future. The cashiers greatly or he identifies a sense of urgency. Davidcolleagues to confirm if a form filled out appreciate David’s assistance as it helps is self-driven to take on tasks, many timesby a customer is completed correctly, the line move quicker and allows them without being asked. He is supportive ofin order to avoid delays or confusion. to assist customers more effectively and his supervisors, adjusting to change ofDavid’s exemplary customer service efficiently. schedules and assigned duties withoutskills are clearly displayed even during hesitation, all while completing tasks inthe busiest of times in the lobby. When These are examples of the quality a timely manner. internal and external service David provides to the team and our customers. David exudes confidence when speaking I really believe David is an amazing Child to an audience of his peers or customers. Support Specialist and team player who His interaction with customers is what deserves this recognition. customer service is all about. David clearly explains the information as Second nomination by Randal he builds trust and connections with Ortiz – David is deserving of the customers. He can be counted on to get Commitment to Excellence Award for the job done with courtesy and respect his accomplishments and contributions for his peers and customers. It is a to the department’s success. His pleasure to have David on our team! ROGER ONOFRENominated by Sandra Jimenez – On various occasions, Roger has takentime out of his busy day to assist me. He has always been very pleasantand kindly greeted me with “How can I assist you?” When I contacted himrecently to ask for his guidance, Roger took the time to walk down to mydesk, offered direction, and provided me with support by letting me knowhe was only a phone call away. This demonstrates Roger’s commitment toCSS’ mission and staff. Thank you Roger for your help and your “How can Iassist you?” attitude. You truly make a difference. Around CSS

20 OC CSS COMMITMENT TO EXRAMONA AVILA with the Establishment operational unit has benefitted from Ramona’s exemplary to understand the business flow and performance in that, as a result of her logs used to monitor and track data. great work with the Establishment Ramona then created a business process Business Process analysis, we have workflow to illustrate the ‘as-is’ model. reduced the numbers of Excel logs and She collaborated with Research to gain maximized usage of the Establishment a better understanding of the Case Case Management Tool and CSE. She has Management Tool and compared the helped identify business inefficiencies existing data elements with that of what and helped to reduce duplicate or is available in CSE. unnecessary data tracking.Nominated by Cindy Tran-Chang Ramona utilized her excellent Ramona is knowledgeable and skilled in– I believe Ramona deserves the organizational skills to investigate and troubleshooting Establishment relatedCommitment to Excellence Award identify business inefficiencies. She issues. She consistently responds timely,because she consistently goes beyond also employed insightful questions to accurately, and thoroughly to questionsthe call of duty. Early last year, PPM better understand barriers impacting submitted to the PPM mailbox. Ramonaembarked on a business process analysis business processes. In addition, Ramona shares her knowledge and helps team(BPA) that started with Case Initiation has excellent skills in facilitating and members succeed. She takes pride in herand Establishment teams. Ramona was coordinating engaging and productive work and sets the example in excellencethe SME for Establishment. She met meetings that assist in making important for others to follow! business process and unit decisions. CSS NATALIE TORRESNominated by Kiet Ly – Natalie deserves the Commitment to Excellence Award asshe continuously maintains performance expectations and exceeds in areas such ascollections and customer satisfaction. She is committed to providing quality customerservice that aligns with her strengths, Empathy and Positivity. Examples of customercomments include: • “Mrs. Torres was very understanding with my case. She was kind and informative.” • “I want to thank Natalie for putting me on the path to a settlement. It was the right thing to do for all parties involved.”Natalie has successfully contributed to the team’s many achievements by collecting $194,387, thus far for FFY 17-18, earningher the number one spot. ‘Adaptability’, is a strength of Natalie’s that has enduring qualities and which she boldly demonstrateswhen: mentoring new team members, thoughtfully organizing a planter for a peer who lost multiple family members withinthe year, participating in the creation of a lobby display, and taking on the role of cheerleader for team birthday celebrations.I am honestly not sure what I would do without such a courageous and aspiring young team member on my watch. Thank youNatalie for helping make us the passionate department we are today, delivering on CSS’ promise, and assuring a better futurefor our customers.

Newsletter 21XCELLENCE AWARDS VERONICA OLSENNominated by Kiet Ly – Veronica deserves the Commitment to Excellence Award asshe consistently demonstrates positivity in the workplace. She always starts her daywith a friendly ‘hello’ and smile to all her colleagues. It’s no wonder why customershave had positive remarks, such as:• “The CSS representative who assisted me was very helpful. She presented my balance, showed how the balance accrues interest, and how long it would take to reduce if I made additional payments.”• “Mrs. Olsen was very cordial and provided all the information I needed. She provided a lot of valuable information that I was not aware of and never made me feel intimidated. On the contrary, she gave me trust. I had many questions and she responded with friendliness and a lot of professionalism.”Veronica not only applies her ‘Achiever’ strength to herself, but to others as well. Her peers greatly benefit as she continuallyhelps them to grow, so they may succeed. Veronica assists them with vital team trainings on matters such as MEDS, COAP, andthe Viola Application. A Staff Development Specialist has even recognized Veronica stating, “I appreciate your willingness to dowhat is in the best interest of the family.” Veronica shares her job knowledge skills by supporting Community Resource Team,when needed. Furthermore, her performance has helped the team meet its goals.Thank you Veronica for being cooperative, humble, and displaying such professionalism when interviewing our customers. Yoursupportive attitude instills confidence in customers, it reassures them that we have their best interest at heart and want themto succeed.THUY LUU Nominated by Josie Ramirez – It is my pleasure to nominate Thuy Luu for Peer of the Quarter, as she is an excellent collaborator who is continuously ‘present’. On several occasions, I have requested information from Thuy and she has not only provided me with the requested information, but also shared tidbits about leadership that fascinate her. Thuy inspires me to use her tidbits when developing leadership training modules. She is reliable and has a positive attitude. Others can certainly attest to this, just as a package is stamped, “handle with care”; Thuy treats all tasks (big and small) with importance and care. And there’s more… The butterfly escapes from its chrysalis shell. The butterfly pushes its legs out, frees its wings! The butterfly will rest so its wet and soft wings may dry! When the butterfly has had enough time to rest, it then flies off. Watch out, she’s flying places! Around CSS

22 OC CSS COMMITMENT TO EX MARIA DE JESUS RUIZ Nominated by Desiree Gonzalez – I nominate Maria De Jesus Ruiz for the Commitment to Excellence Award. Maria is deserving of the award because she consistently goes above and beyond whatever is asked of her. She takes the initiative in offering assistance wherever needed and always seeks feedback to identify growth opportunities. Maria adapts immediately and even in situations she may not be completely comfortable with she’s always up for the challenge. As a new leader, I relied heavily on Maria and her expertise and she was always willing to help. It’s reassuring to know I can always count on Maria when I need an answer or to take on tasks herself.Maria displays her leadership skills regularly and continues to find opportunities to strengthen those skills. She manages boththe Social Committee and Employee Recognition Committee events. Her focus is on finding ways to recognize staff for their hardwork. It seems fitting to recognize her for outstanding work. Maria’s contribution to CSS in these tasks alone are immeasurable. SUPERVISOR OF THE QUARTER LETICIA LOPEZNominated by Stefanie Ito – Letty radiates positivity andintegrity, which promotes a happy and productive workenvironment. She always has staff’s best interest in mind andconstantly encourages and empowers them to GROW andapply for promotions/transfers to new areas. Letty keeps staffaccountable without being overbearing. She builds confidencein staff by supporting their ideas and volunteer opportunities,so they have the ability to shine.Letty instills trust by being empathetic and supportive. Shemotivates staff to complete tasks in a timely and efficient mannerso our customers can see a payment as soon as possible. Letty isa strong and dedicated leader. She is someone I look up to andstrive to be like.

XCELLENCE AWARDS Newsletter 23 MARKETING & COMMUNICATIONS TEAM OF THE QUARTER David Ayala & Ruben PadillaNominated by Violeta Garcia – I am proud to nominate Marketing & Communications Team (MCT) for their outstanding serviceto CSS. Over the years, they have provided critical support to all areas of the department. Their commitment and dedication tohelp staff deserves recognition. Many times, in passing, I have received compliments from various staff throughout the officesaying things like:“Ruben helped me and he did a fantastic job on the audio/video support”“David completed that assignment very expeditiously”“Great job”Formal compliments received include recent recognition from CSS’ Leadership Team commending MCT for “Continuing toelevate the quality of work product and modernizing designs. Our marketing program can definitely compete against any aroundthe state and come out on top.” DCSS has even complimented the Spring Support Report. Last but not least, a recent NACOnomination!Wow! MCT is a dynamic and small team that handles and completes a multitude of high profile assignments. In a givenmonth, MCT can be working on over 30 different assignments/projects not including day-to-day responsibilities. With so manycompeting projects, Ruben and David are always stepping up! I can always depend on them to make MCT successful. Ruben’spositive attitude is contagious and makes multi-tasking look easy. He is always stepping up as the lead in video production andhas even trained other staff members. Ruben’s video production skills are vital to CSS. Likewise, David makes being creativelook easy. When presented with assignments he always goes above and beyond and thinks ‘outside the box’. When MCT wasconceptualizing design options for the lobby kiosk wrap, David came up with an additional design, which was ultimately chosen.It is evident that both take pride in their work and are committed to delivering the best to our internal and external customers.MCT is deserving of this special recognition. Behind the scenes, they are always working hard and making CSS shine. Thank youfor your dedication to CSS and our customers! Around CSS

24 OC CSSMANAGER OF THE QUARTERCASEY AGUILAR As the Special Collections Manager, Casey ensures her team processes child support monies expeditiously to the customers we serve through daily receipting of monies in the cashier area to creating and correcting accounts in CSE to timely process suspended collections and distributions. She is also responsible for maintaining a strong working relationship with the service vendor for the department. Casey is a leader that is always willing to support both the business objectives of the department while balancing the needs of our staff and the customer. Throughout the cashier area buildout, she was a strong advocate to do all she could to ensure a ‘wish list’ solicited from her cashier staff was considered as the buildout was discussed and planned. She understands the importance of listening to her staff.Casey implemented new and improved practices and procedures that have clear expectations and accountability in the handling ofcash transactions in the lobby and in Court. The changes made by Casey have greatly reduced and minimized the issue of liabilityplaced on the department overall.She remains committed to her partnership with her PPM peers on all aspects of the TouchPay Kiosk rollout and usage of theTouchPay Card. To assist customers using these tools, she collaborated with CSC leaders to assemble a ‘kiosk liaison’ team tosupport usage.During this last quarter, Casey has successfully led a multifaceted workgroup to assess how we currently utilize the OA and OfficeSupervisor staff department wide. She understands the importance of challenging both herself and others to ‘think outside thebox’. She demonstrated this by keeping an open mind while partnering with her peers to capture a well-rounded departmentalperspective of feedback and information. She is using this to document a variety of potential business models the department willconsider to improve through efficiencies.Casey is a caring leader that shares her support and commitment to the HELP SOMEONE GROW Campaign with others. As acontributing member to the committee, she eagerly led the “Blooms in the Breezeway” campaign. She looks for opportunities toshare feedback and updates throughout the department to spark excitement around the message of the campaign.Casey is a curious listener, never hesitating to clarify or challenge information shared with her. Since HARMONY is one of Casey’sstrengths, she is an inclusive communicator who is great in sharing information with others both verbally and in writing. Whethershe is writing an article for the Support Report, sharing updates at department meetings or Town Hall, Casey has heart and passionin any message she shares.Casey is deserving of the recognition as the Manager of the Quarter for her commitment to great customer service and herdedication to her staff and others at CSS. Please join me in congratulating Casey on this acknowledgement!-Steven

Newsletter 25Customer ServiceCompliments Claudia Kabot Lisa McKay Kevin AdamsSr. Child Support Specialist Child Support Specialist Child Support Specialist Enforcement Team 3 Stipulation Team B Enforcement Team 3CP thanks Claudia for her expert 1) NCP said Lisa was very helpful, CP said Kevin was very professional, gotguidance in helping understand courteous, kind, and seemed to ahold of him, and related importantthe process and guidelines of child genuinely care. Customer enjoyed information on child support case.support program. speaking with Lisa and was very satisfied with what was accomplished. Jeremy Koren Dana Mendocilla Child Support Specialist Sr. Child Support Specialist 2) CP said Lisa was extremely helpful by returning phone calls right away Enforcement Team 3 Establishment Team B and helping obtain a disbursement form printout. 1) CP is grateful to have JeremyCP said Dana’s professionalism as the case manager. Jeremy’sand pleasant voice made her feel 3) NCP is grateful to have Lisa as his professionalism makes customer feelcomfortable sharing all her concerns. case worker. Lisa has helped in every at ease when discussing child supportHer interaction with Dana ultimately aspect with a positive attitude and matters.made her feel well about providing a calm demeanor. Customer says hebetter life for her children. “could not have gone thru the process 2) NCP said Jeremy professionally without her.” and efficiently handled situation Kari Karam and provided needed information. Child Support Specialist 4) NCP said Lisa always answers Customer rated Jeremy’s customer questions or follow-ups after doing service as excellent. CPRT D research. Customer rated Lisa’s customer service as excellent. Debbie FerentzNCP says Kari is wonderful, Child Support Specialistprofessional, responsive, and very Natalie Riverahelpful. Kari built a relationship that Child Support Specialist Enforcement Team 1has resulted in customer beginning tomake payments. Their conversations Enforcement Team 1 NCP is extremely grateful for Debbie’scontinually end with “talk to you next professionalism and speed in handlingmonth.” Customer wishes all workers CP said Natalie was very helpful and in a dire situation. Customer statedwere like Kari. always follow through on keeping Debbie “… has given me back my life. case up to date. Words cannot thank her enough for all her help and dedication… She isRECOGNIZING absolutely amazing.” A JOBWELL DONE! Around CSS

26 OC CSS SERVICE AWARDS30 25 20 15 10 5 Sal Zamarripa Adriana Lazarin Ana Luisa Mendez Cari Rivera Alex Velazquez Jeremy KorenYolanda Armendariz Cristina Dizon Carlota Serna Renee Cuervo Judy Torres Francesca Nguyen Laura Garcia Rachelle Chavez Kassandra Muir Le-Hoa Pham Rosa Junio Samantha Castaneda Ruth Gutierrez Trevor Nguyen Veronica Castellanos Vien Tran NEW HIRESPROMOTIONS Procurement Contract Specialist Helen Wong Staff Specialist (TP) Tamara Beasley Office Supervisor B Stefanie Ito Erica Louw Sean Sanders Office Assistant Alejandra Gutierrez Daniel Nguyen Karen Paul Elizabeth Sayur Warehouse Worker II David CortesEDITOR PHOTOGRAPHERVIOLETA GARCIA ALDENISE BELCERASSISTANT EDITORSDAVID AYALARUBEN PADILLAJAN DUNFORD

Newsletter 27Our Mission To enhance the quality of life for childrenand families by establishing and enforcing court orders for the financial and medicalsupport of children in an effective, efficient, and professional manner. Our VisionTo be a trusted partner of parents in securing financial stability for Orange County’s ChildrenAre you interested in writing an article? Contact Marketing and [email protected]