Support Report

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

2021 WINTER EDITION2 OC CSS INDEX NEW YEAR, NEW CSS.OCGOV.COM PAGE # 4-5 CUSTOMER EDUCATION & REVIEW TEAM (CERT) HAS THE \"X\" FACTOR PAGE # 5 GETTING TO KNOW YOUR DDC PAGE # 6 STATEWIDE CONSISTENCY WITH THE CORE CURRICULUM DEVELOPMENT PROJECT PAGE # 7 NEW WAYS OF CONNECTING WITH NEW CUSTOMERS DIGITAL MARKETING STRATEGIES FOR CSS PAGE # 8 COLLECTION & PERFORMANCE REPORT TEAMS (CPRTs) BUILDING RELATIONSHIPS PAGE # 9 LET'S TALK ABOUT CUSTOMER EXPERIENCE (CX) PAGE # 10-11 CUSTOMER STORIES PAGE # 11 LOBBY DISPLAY RESERVATIONS PAGE # 12 COUNTY APPAREL WEBSTORE PAGE # 13 EMERGENCY RESPONSE TEAM VACANCIES PAGE # 13 AROUND CSS PAGE # 14

Newsletter 3 FROM THE DIRECTOR Challenging Times – and Opportunities I’ll admit it – I’m an optimist. I see the potential good in and increase the child support courts budget by 12%. Yes, every person and every situation. I’m neither a glass- the courts get back almost double what they lost. DCSS half-full nor a glass-half-empty kind of guy. I’m just so is discussing possible scenarios for allocating the limited happy I have a glass! And while sometimes that gets me funding, but all those plans are focused on the lowest- into trouble, it also allows me to see potential opportunity funded counties (and no, Orange isn’t one of them). So, where others see only problems. we will likely see the same budget this coming year as the current year. In the current year (2020/2021), the State budget reduced the local child support agency budget by about But as I said, I see opportunities where others see $60 million out of $750 million or 8%. They also cut our problems. When you are faced with a shortage of child support courts by 7%. We received a cut of 8% of resources to meet your requirements, you have two our budget – about $4.4 million. All local agencies had choices: increase the incoming resources, or decrease similar cuts, and some could weather those cuts well, your needs. At CSS I am asking “What can we afford and others not so well. We had the Voluntary Incentive to NOT do?”, and secondly, “Does this help families?” Program take 24 of our staff to their next chapter a little Each operational area is looking hard at all the things ahead of schedule. And have healthy reserve funds we do and asking those questions. Some things are so there was no, and there is no, risk of involuntary mandated by state or federal law. Some are required reductions. Other child support agencies had to resort to by CSE. Some things we do because we’ve always done layoffs (28 in one county). For many of those personnel, it. But with any of those tasks or activities, knowing they were able to secure a county job in another agency. why is the key. So many enforcement activities in the I am glad we didn’t face anything like that. child support program are over 30 years old, and any potential benefit they gave in 1990 has long since been This year, the State budget is unpredictable. Income tax overtaken by changes in the world since then. To that revenue is up (most income-tax payers kept working end, all operational managers are working on decreasing through the pandemic), but sales tax is way down from the tasks we do that don’t help families. the restaurants and hotels being closed. 60% We’re proposing legislation to only file property liens of the state revenue comes from the income when a person paying support owes more than $5,000. tax (and 60% of that tax comes from the I’m pressing DCSS to ask the Federal Office if we can top 5% of taxpayers!). Sales tax is used for stop doing credit reporting. The State is revisiting bank many things, but primarily public safety levies – over 80% of them get no collections! Our courts - law enforcement. So, their budgets have proposed not continuing cases for months while are in a bind. Overall the state is flush, parents hash out custody agreements. They will get an or poor, depending on who you ask and order when they start and can file a modification later if about what sector of government. For circumstances warrant. Huge time and effort saver! the child support program, the news is mixed. There are so many exciting opportunities here that could really shake up how we do our work and all focused on The Governor’s proposed budget how we can best serve families! restores some of those cuts from last year. He proposes to restore $24 million to the local agencies Steven Eldred

4 OC CSS NEW YEAR, NEW By David Ayala As a part of a County-wide effort to update every department’s websites, Marketing and Communications Team (MCT) began working with OCIT and an external vendor to migrate CSS’ website to a new content management system. In October 2020, MCT validated all website pages and content was migrated successfully. In the second phase, MCT and Community Resource Center (CRC) staff reviewed all the migrated information for accuracy, functionality, and formatting of pages to ensure everything was ready for the new website to “go live.” CSS’ new website went live on December 22nd. New features will enhance our abilities and our customers’ experience, including: Easy-to-use design system with a whole range of layout and formatting options. Mobile-friendly design that improves our customers’ ability to navigate the website. This is especially important because 65% of users visiting our website in 2020 used a mobile device. That’s almost 60,000 users! Translation function which will translate any page from English to Chinese (traditional), Korean, Spanish or Vietnamese. With over 32% of recently surveyed customers sharing that they heard about us by visiting our internet page, this move to a more accessible website with a modern look and feel is important for helping new customers learn about our services and existing customers find information they need. Experience and navigate our new website yourself by clicking the link CSS.OCGOV.COM Special thanks to Liliana Onofre, Amabel Ulloa-Feregrino and Araceli Nunez for their help testing the website!

Newsletter 5 W CSS.OCGOV.COM Customer Education & Review Team (CERT) \"hXa\"sfathcetor By Itzel Parra CERT has gone through several changes this year including moving floors and losing team members to retirements to creating a second CERT team, but one thing is constant - our dedication to providing an excellent customer service experience. This quarter, CERT team members Lisa-Marie Silva, Peter Aranda, and Ruth Gutierrez assisted with completing CERT referrals and received the following customer compliments for doing a great job: On December 10, 2020, during a Customer Survey call-back by Supervisor Dieu-Mi Ngo, a customer recognized outstanding customer service provided by Lisa-Marie and Peter as they demonstrated genuine human elements of empathy and sympathy. The customer stated that they both deserved some type of employee award for their outstanding customer service and recognition from our Department. On November 25, 2020, in a different response to a Customer Survey by Supervisor Mary Roblee, a customer wanted to reiterate his survey feedback regarding Ruth’s customer service and stated, “Ruth is a 5-Star, top-notch specialist! She walked me through everything and I am so pleased with her service.” Although this year has been tough, the excellent customer service provided by Lisa-Marie, Peter, and Ruth reminds us of the important difference we make to families we serve. BBaacckk ttoo IInnddeexx Thank you, CERT Team - you have the “X” factor.

6 OC CSS Getting to Know Your DDCome of those cuts from last year. He proposes to restore e the child support courts budget by 12%. Yes, the courts S is discussing possible scenarios for allocating the limited Kristin Chavez the lowest-funded counties (and no, Orange isn’t one of et this coming year as the current year. ers see problems. When you are faced with a shortage Attorney III u have two choices: increase the incoming resources, or “What can we afford to NOT do?”, and secondly, “Does is looking hard at all the things we do and asking those te or Wfedheraatl laawt.trSaocmteeadreyroequuitroedObyCCCSES.SS?ome things th anyI loikfeththoaset wtaeskhseolpr pacetoivpilteie-sa, klontowofinpgeowphlye!isI tlihkee ktheye. fast pace and the focus on doing a good job to serve our suppocrutsptoromgerarsm. Iahraevoevbeer e3n0 ayneaartstoorlnde, yanfodramnyorpeottheanntia1l0 years and I still really like appearing in court. en overtaken by changes in the world since then. To that on deDcriedasyinoguthperatacsktiscweeladowthpartidoornt’tohwelpofrakminiliegs.for OC CSS? Years of experience? erty liYeenss, Iwrheepnreasepnetresdonchpiladyrienngisnufpopsoterrt coawresinmLorseAtnhgaenles for five years. It was very rewarding but took an emotional toll. lnOoffciocWelleifhctwaioetncsda!noOsyutoropcuoduocritonsgnhcsarviededepitrrroeptpooosrebtidenngy.otoTchuoenrStbitnaiutgeingigsest accomplishment(s)? tody Iawgroeuelmdesnaytsm. yThfaemy wilyillagnedtcaanreoerrd. eIrdwohne’tnhtahveeytshtearpterfect balance, but it is close. nrecetshwaWNtaecrwhorauaMnldtte. rcxeHiocauollgllySeetsgathitmeaek(eUesan)univpddeihredsofifwtoyyrowitn-uesLadavgsoerCroa!rudurcuewaso,trNekMafn.rIdomamallj?ored in Government and Law and Society. My law degree is from Whittier Law School in Costa Mesa, CA where I was a Children's Right Fellow. What are your favorite hobbies and pastimes? I love to read. I still play soccer in an adult league (pre-coronavirus). I also love to watch my husband and kids surf and my kids play soccer. Can you tell me about your family? My husband is Eric, a Marine Biologist (he gets to go out on a boat in the ocean for work!). My son, Dylan, is eight years old and an avid reader and soccer player. My daughter, Olivia, is six years old and a spitfire who is also very into soccer and loves to skateboard. Why did you choose this career? To help people - especially children. Back to Index

Newsletter 7 Statewide Consistency with the Core Curriculum Development Project By Sharen Owens DCSS Statewide Training branch began the Core Curriculum Development Project (CCDP) to provide California child support agencies with a uniform and complete training tool. This project brought together Subject Matter Experts (SMEs) from Local Child Support Agencies (LCSAs) throughout California to create an entry-level curriculum for Child Support Professionals. This project will be accomplished in phases over the next two years: Phase 1 Gather existing LCSA training materials currently being utilized for local trainings. Phase 2 Utilize LCSA SMEs from all functional areas of casework to assess materials for currency, relevance, Phase 3 and to ensure they follow statewide practices and then revise where necessary. Include partners from: DCSS Policy, DCSS Legal and LCSA Training to vet revised materials. Phase 4 Design and create curriculum including quizzes and interactive role play. Phase 5 Training roll-out. In March 2020, I began partnering with Tamara Aranda and Gladys Hayashi of Policy and Process Management to collaborate on this project. We reviewed documents that included child support theory, step-by-step processes, form sets, and tasks for accuracy and clarity. In October, we completed our assignment by vetting ten topics that will be included in CCDP. Topics include: Functional Areas Additional Areas » Case Opening » Locate » Establishment » Enforcement » Case Management » Review and Adjustment » Financials » Closing » Intergovernmental » Customer Service When this project is complete, California LCSAs will have statewide consistency in case processing, and each LCSA will have the option of providing instructor-led training or online self-study. We look forward to adding CCDP to our training resources. \"It's all to do with the training: you can do a lot if you're properly trained!\" -Queen Elizabeth II

8 OC CSS New Ways of Connecting with New Customers Digital Marketing Strategies for CSS By Brandon Reed If the last year has taught us anything, it is how important it is for us to connect with customers digitally. Since 2018, CSS has been trying different digital marketing and advertising strategies through a federal grant awarded by the Office of Child Support Enforcement (OCSE). With outreach events cancelled and most of Orange County spending a lot more time at home and on their phones - these efforts have evolved into a crucial way for us to connect with new customers. As highlighted in the Winter 2019 Support Report, our first efforts consisted of digital and audio advertising through Pandora and iHeartRadio. In our latest efforts, we have focused on trying several strategies at once, including: Social Media Advertising Campaigns on Snapchat, Instagram and Facebook Digital Display Advertisements on Websites and Mobile Apps Audio and Visual Advertisements on Pandora and iHeartRadio Video Advertisements on Snapchat, Instagram, YouTube and Facebook We also continued with an email campaign - emailing parents digital flyers through schools and school districts. Applying several messaging themes and approaches, these strategies focused on beginning a conversation with new customers in order to start guiding them through the child support process before they even apply for services. To start this conversation, customers either filled out an online form or called a dedicated phone line with their child support inquiry. Both were staffed and managed by Case Operations who followed up with these potential new customers. In 2021, CSS will be moving forward with new strategies including Search Engine Optimization (SEO). SEO will aim at making it easier for customers to find us online when using various search engines including Google, Bing, Yahoo, etc. Research Team will also be compiling a final report for OCSE highlighting our efforts and lessons learned. Back to Index

Newsletter 9 Collection and Performance Report Teams (CPRTs) Building Relationships By Vivian Brown & Desiree Gonzalez Don’t be fooled by the name, the CPR Teams have been busy building relationships with customers internally and externally. Internally - through the support of various tactical workgroups or special assignments. Externally - supporting customers through assessing various reports, reaching out to educate them on resources like our Compromise of Arrears Program, Modifications, Demand requests, or getting them back on track with payments. The success of our CSS tactical workgroups for the 2020 Performance Management Planning (PMP) was also in part due to the support of CPRT team members Adriana Gonzalez, Betsy Anderson, Vivian Brown, Kari Karam, and Yolanda Gonzalez. When CPRT staff are not busy supporting various Rweocrekngtrloy,uVpisvioarnsspuecccieasl spfurolljyeccotsl,letchteeyd aarpeabyumsyenbtuoilfd$in2g 2re,0la0tio0nsahftipesr with our customers to help them achieve success. developing a strong working relationship with the customer. The case was non-welfare with one dependent who had emancipated in April of 2019. She took over the case back in March of 2018 to maintain a relationship with the Person Paying Support (PPS) and help him to stay current with his child support payments. As a courtesy, Vivian contacted the PPS on a monthly basis to remind him of the obligation due. Several options were discussed with the PPS and he inquired about a possible compromise with Person Receiving Support (PRS) to negotiate an arrears payoff. When the PPS was financially able to make an offer to compromise CP arrears, he instead decided to pay the balance in full. He informed Vivian ath$a2t h2e,6p4re9fe.1rr1edpatyomaevnotidangdoitnhgetcoasceouwrat sasnudbwmaitntteeddfotor expedite the case closing. Next, PPS contacted Vivian to make closing. The entire case balance payment was disbursed to the family. Way to go, Vivian! \"The bond you create with people is going to take you much farther with them than your product ever will.\" -Unknown

10 OC CSS Let’s Talk About Custom CX is defined as the sum of all experiences during different touchpoints customers have with CSS. Last year, the Survey Governance Committee completed an analysis and had some brainstorming sessions to look more closely at the results received from customer surveys. Key themes were identified based on customers' feedback including: » Party Bias » No Process Notification » Poor Staff Interaction As a result, CSS developed the CX Initiative and the CX Team was formed in the fall of 2020 with the goal of identifying opportunities, planning, and implementing recommendations to improve the customers' journey with CSS. CX Team members bring diverse expertise, skills, and represent various business units throughout CSS such as: Call Center, Establishment, Customer Service, Enforcement, Legal, Ombudsman, Research, Training, Policy & Process Management, and Internal Communications. Workgroup members meet on a monthly basis. Key components include: Department-wide Virtual idea labs Quality assurance Customer feedback trainings data analysis Customer stories Department-wide Customer & advocate communications focus groups Positive customer experiences are important and CSS will continue to identify ways to increase our customers' experience at every stage of their case. Back to Index

Newsletter 11 mer Experience (CX) Customer Stories Customer stories are an important component of CX. They matter to staff and customers. From the first point of contact to case closure, CSS staff and our customers are interacting to write our stories. The Customer Experience (CX) Team wants to hear about your unique journey with a customer, so please share about your experience you've had with a customer. Sr. CSS Dana Mendocilla shared her story and said, “Makes me happy to know I can make them feel this way.” “Dear Dana, Thank you so much for being so wonderful throughout this entire process! I truly appreciate your expertise in every single question I have asked! Whether I have asked it in multiple ways or multiple times to figure out the exact logistics, you have always been super patient and extremely helpful at every step. Every single time I have called with a random question, you have called me back within minutes. On top of that, you always have the most positive attitude over the phone which I have always really needed in trying to figure this out. It has really been my saving grace through this process. I sincerely appreciate your help and I hope you pass this email along to your supervisor because I want them to know how valuable you have been to myself and ultimately how valuable you are to everyone you come into contact with in the future. Thank you so much for your time and dedication!\" Warm regards, (customer) We want to hear your stories! Please send them to the MCT mailbox

12 OC CSS Lobby Display Reservations Are Now Being Accepted for 2021! Feature/promote information you want to share with CSS. Showcase your team's accomplishments. Immediate openings available! Thank you to the teams who have already made their reservations: Call Center Facilities (SEM) Toastmasters Community Resource Center (CRC) Marketing and Communications (MCT) CSS Customer Experience Team (CX) Customer Service Contact (CSC) Here are some of the past lobby displays. Contact Aldenise Belcer to coordinate your reservation! Back to Index

Newsletter 13

AROUND CSS14 OC CSS INDEX COMMITMENT TO EXCELLENCE AWARDS PAGE # 16-17 SUPERVISOR OF THE QUARTER PAGE # 17 TEAM OF THE QUARTER PAGE # 18 MANAGER OF THE QUARTER PAGE # 19 CUSTOMER SERVICE COMPLIMENTS PAGE # 20 GOOGLE REVIEWS PAGE # 20 GROWTH THROUGH DEVELOPMENT OPPORTUNITIES AND CHANGE PAGE # 21 SERVICE AWARDS PAGE # 21

Newsletter 15 Thank You & Goodbye CSS wishes to thank and acknowledge the following staff members for their contributions and the many years of service they provided to the children and families of Orange County. Carmina Corona Diana Orozco Jackie Ly Jennifer Sanks Tina Nguyen They will be missed.

16 OC CSS COMMITMENT TO The Commitment to Excellence Award is presented to CSS employees commitment to staff and customers. The following staff being DIANE COTO Nominated by Carlota Serna - Diane recently presented at CSDA Legal College in October 2020. She was on a panel of dependency experts. She was responsible for preparing her presentation and executing it in a remote setting. She did an excellent job and her presentation was very well received. Our very own Director, Steven Eldred, commented that the Dependency presentation was one of the best presentations at the Legal College, providing a complete, understandable overview of the dependency system/process. In addition to her court duties, Diane found the time to represent our office at the Legal College and was professional and knowledgeable - making us all proud she is part of our CSS family. MELANIE MCALLISTER Nominated by Candice Montello - Because of her excellent contribution to our agency and her peers. Melanie has multiple years of experience on financials and she is always willing to share her expertise with anyone who needs assistance. She goes above and beyond to assist and train her peers while managing her workload at an exceptional level. Her work ethic is inspirational and she gives every day one hundred percent. The agency has benefited from her specialized financial knowledge and application, creating quick turnaround timeframes for families that deserve the highest quality of services. Not only are her actions done timely, they are done with great accuracy and care. JOSHUA LEE Nominated by Matthew Reichman - Josh is a pleasure to work with and has proven truly invaluable to all the attorneys and legal staff throughout the transition from live court to a virtual court environment. Since the pandemic began, Josh has served as the Legal Team’s resident expert for all IT related issues arising from WebEx virtual hearings. Josh has worked with management here in the office and with offsite court staff to develop the critical infrastructure necessary for the success of virtual hearings. He has also been available to answer all questions from staff arising from the transition to a virtual environment and he does so without the slightest hint of arrogance or condescension (which is greatly appreciated because I for one have asked countless dumb questions). I am grateful for Josh’s contribution during this difficult time and believe he is deserving of special recognition for his commitment to excellence.

Newsletter 17 O EXCELLENCE s in recognition of outstanding achievement, exemplary attitude or recognized were nominated by their supervisors or peers. SHAWN DAVIS Nominated by Robert Sech - At the 2020 Child Support Directors Association Legal College, Shawn presented a first-of-its-kind presentation on mediation and negotiation skills related to child support matters. It was given via Zoom with approximately 130 people in attendance. I have received several positive comments from other child support professionals from around the state congratulating Shawn not only on her final presentation, but on her willingness to exemplify how these unique skills can lead anyone to become a more successful child support professional at any level of the program. In the years to come, I believe there is little doubt that the skills that Shawn has mastered and presented to us will become a more prominent part of the way that we do business. I congratulate and salute her for her hard work. SUPERVISOR OF THE QUARTER Eric Quinones Nominated by Paul Chang - Eric should receive this award because he always puts the customer first. In this case, the customer is oftentimes our employees. Through his calm and upbeat demeanor, he is always ready to engage any issues with customer satisfaction in mind. CSS benefited from his exemplary performance in the following ways: During the pandemic, Eric and his team have ensured that CSS has explored and implemented every measure that we can to help keep our staff healthy and safe. Eric makes certain that he and his team respond to any building issues in the most expedited manner possible. \"We are what we repeatedly do. Excellence, then is not an act, but a habit.\" -Aristotle Around CSS

18 OC CSS COMMITMENT TO EXCELLENCE TEAM OF THE QUARTER Facilities Management Services Pictured (left to right): Paul Chang, Tatiana Garcia, Eric Quinones, Richard James, Brian Rhoan, Joe Garcia, Alex Gutierrez, Ivan Calles, Aldo Alvarez Nominated by Jerry Ocaya - The Facilities Management Team members consistently exhibit a smiling and friendly demeanor when you meet them, whether at the lobby or elsewhere in our office. Joe Garcia often initiates greeting people approaching the lobby, whether staff or guests, and quickly assists with any issue one might have right there and then. Alex Gutierrez has been quick to act on requests for assistance at the 8999 number and often provided guidance and tips so my concerns would be resolved. Brian Rhoan has promptly assisted me whenever I needed a temporary badge (this happens once in a blue moon, but it happens). Plus, he took the nice, handsome picture that I proudly wear on my permanent badge since my first day working for the County. Aldo Alvarez and Ivan Calles have been ubiquitous in our office as they have put up plexiglass dividers, replenished pull-down towels, and restocked hand sanitizer dispensers among other things. Richard James has promptly delivered a supply request within the hour I submitted it to my supervisor. Prior to our reopening to the public in June (cashier and in-person caseworker assistance), Aldo, Ivan, and Richard have helped set up the main customer lobby and interview rooms to accommodate customers under the safety guidelines established by the County. Paul Chang has regularly provided those on the second floor with updates on action and activities taken regarding a pest issue that had troubled staff there. I do not regularly see Eric Quinones and Tatiana Garcia but when I do, they give off a friendly vibe; never aloof nor off-putting. All these matter in creating a safe, professional environment conducive to working and assisting internal and external customers. All these reflect a world-class team our Department can be proud of.

Newsletter 19 Manager of the Quarter Amy Hernandez (October - December 2020) As the Purchasing Manager for Financial and Purchasing Services, Amy is responsible for the acquisition of goods and services that support the Department’s mission. She works closely with staff from other departments such as the County Procurement Office, CEO’s office, Board of Supervisors and County Counsel to manage our Board agenda items for contracts and service agreements. Amy’s commitment to CSS was fundamental in the COVID emergency. Faced with supply chain limitations, she exhibited determination in meeting the needs of the Department. Her knowledge and guidance were vital in executing several emergency purchases to ensure expedited delivery. Her effective communication and calm demeanor are key indicators of her success. She takes pride in her work and in providing excellent customer service by seeking ways to improve the service. She has recently kicked off a Contract Administration Training Program that will provide contract owners with an overview of the procurement process and define the roles and responsibilities in contract and vendor management. In terms of her leadership approach, Amy is a leader by example; working closely with her team to deliver outstanding customer service and solutions. Please join me in congratulating Amy on this acknowledgement! Around CSS \"If your actions inspire others to dream more, learn more, do more and become more, you are a leader.\" -John Quincy Adams

20 OC CSS Customer Service Compliments JobWell Done! Lauren Washington-Collins Senior Child Support Specialist, Establishment Team D The customer wrote “Dear Lauren, the girls and I appreciate all of your guidance and assistance throughout this process. Your warmth and understanding were helpful. Thank you much.” Ruth Gutierrez Senior Child Support Specialist, Customer Education & Review Team A Customer said, “Ruth Gutierrez is a 5-star, top-notch specialist! She walked me through my paperwork and explained every question. The County and customers are lucky to have her working here. She is a perfect example of how a professional specialist should be. Thank you, Ruth!” Peter Aranda & Lisa-Marie Silva Senior Child Support Specialists, Community Resource Center and Customer Education & Review Team Customer shared compliments for Peter and Lisa during a survey call-back. He acknowledges Peter and Lisa for their outstanding customer service, demonstration of genuine human empathy and sympathy, and recommends them for award recognition for their outstanding customer service. Google Reviews Customer Comments Tanya Monge says, \"Kind, compassionate, professional, and always available. My experience has been great from the start. Everyone who I have spoken to has been helpful in answering my questions and addressing my concerns. I'm grateful for them in handling this difficult process.\" Justin Scott says, \"I am a parent who had support deducted from my check for over 10 years. I paid my ex by personal check for 6 years before that. Although the system can be frustrating, Orange County Child Support always answers the phone, always has given me a response to questions, and I have always spoken to someone who is polite and professional. My account is finally closed as all my kids are adults now. For a government agency, I am very impressed with their professionalism. Thank you all.\"

Newsletter 21 GrowthOptphorrotuungihtiesDaenvdeClhoapngme ent CSS’ efforts to promote growth and development broaden as we explore more ways to leverage new opportunities. There are many ways to grow at CSS and enhance your knowledge and skills. Intra-agency mobility is one way to challenge yourself and take advantage of a path for growth and development. The following individuals have recently taken on exciting new growth opportunities at CSS: 2020 - 2021 NOV OCT Employee: From: To: FEB JAN DEC Susana Bejarano FIDM/SLMS/Passport Call Center D Kristin Geczi FIDM/SLMS/Passport Call Center B Julia Landes FIDM/SLMS/Passport Call Center A Maria Sanchez Community Resource CERT Tm A Lisa-Marie Silva Community Resource CERT Tm A Marnell Blankenship Collections & Performance Reports D CERT Tm A Saida Lopez Community Resource Management-Customer Service Operations Brian Nguyen Community Resource Terry Roach Community Resource Post Order C Community Resource Call Center D Amabel Ulloa-Feregrino Community Resource Call Center A Sabrina Velarde Call Center B Establishment Team C Jeremy Koren Collections & Performance Reports B Management-Executive Support Brandon Reed Community Resource Marketing & Communications David Ayala Marketing & Communications SERVICE AWARDS 5 30 20 15 FRANCISCO LOPEZ ALEJANDRA ESQUEDA CARMENITA RELIFORD GILBERT GOYENA MARIA BERUMEN BRIAN RHOAN SUSANA GALLARDO PATTY ROSAS-DELEON RACHAEL VARGAS DENYCE MARQUEZ LEANNA FELICIANO TRISTEN ONTIVEROS VERONICA ESPANA EDITORS ASSISTANT EDITOR PHOTOGRAPHER PUBLISH DATE VIOLETA GARCIA JAN DUNFORD ALDENISE BELCER FEBRUARY 26, 2021 CASEY AGUILAR BRANDON REED RUBEN PADILLA Around CSS

22 OC CSS 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]