Procedural Justice Alternatives to Contempt (PJAC) Demonstration Grant—Riverside and San Bernardino

In 2016, the Federal Office of Child Support Enforcement awarded to California and five other states the Procedural Justice Alternatives to Contempt grant (PJAC). Riverside County and San Bernardino County child support agencies have teamed together and spent the last year refining plans and training staff to provide enhanced services in difficult/complex cases. The grant focuses on cases where the paying parent has refused or has avoided engagement with the Child Support Program and is at risk of being held in contempt.

A pilot occurred between October and December 2017, with some success, and the delivery of enhanced services for randomly-selected parents will officially begin in January 2018. NOTICE: Your local child support agency may be contacted while this grant is in progress due to the crossover of parents in cases managed in other counties. When a parent is randomly selected and that parent has another case being managed by a “non-PJAC” local child support agency, PJAC staff may need the assistance of your staff for the following;

• Arrange contact with the parent receiving support in the other case
• Arrange a meeting in your office
• Arrange a conference call from your office

There is more to be come, so stay tuned for more updates in the DCSS Today newsletter!

North Coast Regional DCSS Presented With Merit Award at CSAC 2017 Challenge Awards

By: Janelle Mora, CA DCSS

 

On November 14th, California State Association of Counties (CSAC) representative DeAnn Baker presented North Coast Regional Department of Child Support Services (NCR DCSS) the Merit Award at the Humboldt County Board of Supervisor’s meeting. The award was given based on NCR DCSS’s program efforts to collect child support for families in multiple counties from workers' compensation payments.

For the 2017 Challenge Awards, CSAC received a record high of 288 entries for awards given to innovative counties throughout the state. A total of 16 programs were selected to receive a Challenge Award and 31 programs were recognized with Merit Awards.

NCR DCSS Child Support Specialist Supervisor Angela Bott developed an expertise in workers' compensation collection cases through her work in case management as well as from assisting her husband personally navigate the workers' compensation system. Over time, Bott developed relationships at various agencies who taught her all about the workers' compensation world. After learning more about insurance carriers, the Department of Industrial Relations, and the Workers' Compensation Appeals Board, she used her knowledge to collect payments on particularly difficult child support cases.

Now, under the tutelage of Sharon Mitchell, NCR DCSS has a full team of experts that collect workers' compensation child support for parents in Trinity, Humboldt, and collaboratively with the following local child support agencies: Yolo, Solano, Plumas, Sutter, Colusa, Sierra-Nevada, Siskiyou-Modoc, Mariposa, Mendocino, Lake, Lassen, Butte, and starting in January, San Joaquin. Increases in child support collections have already been noted as a result in several counties including Yolo, Lake, and Colusa. Each partner county still maintains case management responsibility and all collections credit.

“Staff have been working in a highly collaborative model, occasionally gathering in a room to perform case work together as a team. This has created an engaging, active learning model for all of those who spend time doing this work. All staff in the hub have a sense of shared responsibility for creating excellence in workers' comp,” said NCR DCSS Director Lisa Dugan.

The team members involved in the project, seen as a “Center of Excellence,” are currently putting together instruction manuals so that other local child support agencies can also effectively handle cases involving workers' compensation. Because of the expertise and passion of Angela Bott and the coaching and leadership of Sharon Mitchell, NCR DCSS and several other child support agencies can now more readily and effectively assist more families and children get the support they need.

LCSA Holiday Events

By: Jorlinis Centeno, CA DCSS

San Bernardino County

San Bernardino County DCSS started a food drive at the end of November to help families in need during the holiday season. All donations went to the Community Action Partnership of San Bernardino Food Bank, and the collection ran for two weeks, focusing on healthy items like grains, protein, fruits and veggies. The response was so good that San Bernardino DCSS had to empty the donation boxes twice a week because they filled up so fast.

Solano County

Vacaville’s annual Festival of Trees and tree

lighting ceremony took place on November 28th featuring carriage rides, hometown holiday entertainment, carolers, refreshments, and of course, Mr. and Mrs. Claus. Organizations from all over Solano County lined the streets, providing free gifts and product samples to those who attended. Solano County DCSS was on hand to answer questions, give information and hand out candy cane reindeer for the children to enjoy, a great opportunity for Child Support to have a presence and more visibility at a family event.

Stanislaus County

The WE CARE program of Stanislaus County DCSS provides transitional emergency shelter and support services in collaboration with other agencies to assist homeless individuals in becoming self-sufficient. From December 4th through December 21st, Stanislaus County DCSS collected the following items for the WE CARE program: shampoo, toothpaste, lip balm, body soap, dish soap, bleach, laundry soap, sleeping bags, blankets, hats and gloves. All the items were collected at the county’s office in Turlock, California.

Kern County

For the past several years, staff at Kern County DCSS have come together during the holiday season to provide gifts for children who are in foster care. This year, Kern County DCSS received specific wishes from the children and placed the gift descriptions on a decorative tree in their office space. The staff was then able to select a wish from the tree to fulfill for a child, and such is their generosity that there has never been a child’s wish left behind on the Holiday tree. Kern County DCSS looks forward to this time every year - although the county works to establish, collect and distribute child support for over 50,000 children in their community each year, there is just something more tangible about fulfilling a child’s holiday wish.



Del Norte County

For the past five years, Del Norte County DCSS has partnered with Del Norte social workers to provide presents for approximately 20-30 children currently in foster care in their county. Each year Child Protective Services provides a list of children for whom staff can purchase gifts as a secret Santa. Every year, staff enjoy the shopping, giving to those in need and striving to surpass the generosity of the previous year.

Napa County

Every year Napa County DCSS partners with the California Department of Forestry and California Highway Patrol to distribute gifts to children in their caseload. The families are chosen throughout the year based on need. Napa DCSS also creates a “store” where parents can come and pick out presents for their children in the office when they pay their support or have an appointment. Last year, Napa County DCSS staff distributed toys and other gifts for over 300 children, and raised $2,500 in cash and distributed it to parents who needed extra help with rent, Christmas trees, clothes and other special items. Napa is planning to distribute additional money this year.

Santa Clara County

Santa Clara County DCSS is participating in a food drive fundraiser called Second Harvest to help fight against local hunger. Santa Clara’s office is receiving donations in food barrels which have been placed throughout their office, collecting food and money during this holiday season. They are proud to support Second Harvest because 95 percent of the donations go directly towards community programs.







Ventura County

On December 1st , Ventura County DCSS took part in the

annual Can Tree Collection at Ventura’s Figueroa Plaza downtown. Ventura DCSS staff joined other local social services agencies and private businesses to build Christmas trees out of canned goods. Once the trees were taken down, all the canned goods were donated to the local food bank to feed the hungry in their community. The staff members say they had a lot of fun and enjoyed giving back to their community.

Sutter County

Sutter County DCSS collected more than 50 stuffed animals for “Bear Hugs for the Holidays”, donating the toys to the California Highway Patrol, Sutter County Sheriff’s Department, and Yuba-Sutter Trauma Intervention Program, who give them to children who have suffered trauma and foster children in the local area. Employers from Sutter County Assessor’s Office, the Clerk-Recorder’s Office and the Sutter County Library joined Child Support Services to donate their time and stuffed animals for this project.

Sutter County DCSS also adopted a local family in Yuba City. The family of five was affected by a drunk driver who crashed into their home, creating extensive damage and not much could be salvaged. The family is currently living with relatives and needed clothes, shoes and toys for the children during the holidays. Sutter County DCSS stepped up to collect all the items and bring them to the family.

Los Angeles County

Los Angeles County CSSD had close to 20 staff volunteers help with their Annual Holiday Giveaway. On December 13th, the staff members arrived early in the morning to prepare holiday gift bags for 25 families in need. Some of the gifts included toys, food and gift cards to local stores.

As families began to arrive, the volunteers received a big boost from the traditional visit of Dr. Steven Golightly, Director of Los Angeles County CSSD. “It brings tears to my eyes each year I visit our holiday giveaway,” said Dr. Golightly. “It’s inspiring to see the great commitment by our staff to give back to our clients and community and see the reaction of the families who receive help at this special time of year.”

Tehama County

Tehama County DCSS hosted a Santa Meet and Greet for the children in the Los Molinos community. During the event children met Santa and entered a coloring contest.

“This was the first (Meet and Greet) of what will hopefully be many,” said Child Support Specialist Ranita Fox. “We have been at the government center location since May and wanted to help get the center more well-known in town, so the Meet and Greet with Santa was an idea that we came up with as a great way to get the center’s name out there.”

Merced County

Earlier in the year, Merced County DCSS staff selected the Valley Crisis Center as the organization they wanted to assist during the holidays. DCSS staff “adopted” eight families who had been victims of domestic violence and human trafficking. Merced County DCSS has been adopting families for many years, but this year they went a step further and included a luncheon for the adopted families. The staff’s donations provided a delicious lunch catered by Dickey’s and allowed them to give $50 gift cards to each family. Staff also bought presents for the family members, which were handed out during the luncheon by Santa and Mrs. Claus.

Tulare County

Employees of Tulare County DCSS conducted a Holiday Board Game Drive during the month of November, collecting more than 170 games to donate to five kindergarten classes at Goshen Elementary School and Ducor Elementary School. Playing board games helps young children learn words, numbers and colors, and often teachers buy these supplies out of their own pockets, so staff felt strongly that this gift would keep giving to the children throughout the year.

Alameda County

For the 2017 holiday season, Alameda County DCSS partnered with other agencies to celebrate a “Season of Sharing” to help families who might otherwise not be able to enjoy the holidays. First, they participated in a Stone Soup Competition in November, competing with other county departments to collect money and food donations for the Alameda County Food Bank. Alameda County DCSS managed to collect almost 350 pounds of food and $200 in cash.

Alameda County DCSS continued by partnering with the Alameda County Social Service Agency to adopt a family for the holidays, adopting two families with a total of eight children and raising money to help them with their “wish lists.” By December 1st, DCSS employees had donated over $847 to provide the families with toys, electronics, and clothes. The third Season of Sharing event was another friendly competition – the Giving Tree Contest, in which each of the sections in the agency was provided with a holiday tree to decorate. A breakfast celebration was held on the morning that the trees were unveiled; the section with the most festive tree (as decided by a panel of judges from Social Services Agency) got bragging rights and a prize. Best of all, after the competition the decorated trees were given to families in need. Knowing that these trees are going to families, teams creatively incorporated gifts cards and other items into their decorating schemes.

San Mateo County

San Mateo County DCSS supported homeless and low-income children by donating 50 new athletic shoes this holiday season. My New Red Shoes is a non-profit agency in San Mateo County that has helped children obtain basic necessities like shoes and clothing to improve school attendance, performance and engagement since 2006. For every pair of shoes donated, Target donates a $50 gift card for the purchase of clothing.

DCSS Holiday Events

By: Jorlinis Centeno, CA DCSS

 

DCSS Staff Give – and Get! – For the Holidays Sacramento Children’s Home Gift Drive

Following the Thanksgiving holiday, California Department of Child Support Services (CA DCSS) began collecting gifts and donations to help children in need in Sacramento. Giant gingerbread house posters were put up in both buildings, with candy-shaped wishes from children at the Sacramento Children’s Home - staff chose a candy with the wishes and donated toys, bikes, skateboards, gift cards and much more. In the end, CA DCSS delivered a total of 72 toys and $1,255 in gift cards to the Home.

CA DCSS Executives Adopt a Family

The Executive Division of CA DCSS took it up a notch and joined the Adopt-a-Family program through the Sacramento Children’s Home. The executives were given the wish list of a mother and her five-year-old daughter from the Crisis Nursery Program, which offers a safe place for children up to five years old whose families are experiencing a crisis or stressful situation. Working together, CA DCSS Executive staff donated everything on the family’s Christmas list including dolls, clothes, blankets, luxurious spa and beauty items for the mom and a toaster, as well as gift cards for Target and gasoline stations.

CA DCSS Holds Food Drive to Benefit Sacramento Food Bank and Family Services

In addition to the toy drives, CA DCSS has held several events in support of a food drive to help the Sacramento Food Bank and Family Services. A competition was started between several divisions, each creating a sculpture with their donated canned food and dry goods. The goal is to collect a total of 5,000 pounds worth of food by February 2018, and by mid-December the total is approaching 2,500 pounds—not yet counting the sculptures!

CA DCSS Celebrates the End of a Great Year

CA DCSS held its annual All Staff Holiday event on Thursday, December 14, with friendly competitions, delicious desserts and time to socialize. CA DCSS executives welcomed and congratulated all their staff for the year’s hard work, recognizing the effort that each division puts in daily to be able to meet the goals and objectives of the department over the course of the year.

The atmosphere was decidedly festive with brownies, cupcakes, cookie bark, cinnamon rolls, sugar cookies and many more treats ruining everyone’s diet while a video played in the background, summarizing all the great events that took place in 2017.

The Holiday Costume Contest was a great success, and participants showed very creative enthusiasm for the holiday season, as did the judges—CA DCSS Director Alisha Griffin and Chief Deputy Director Mark Beckley, who were also festively attired. First prize went to Sultana Randall from Child Support Services Division (CSSD) for her outfit involving at least 12 holiday patterns, a tree hat and tall furry boots, followed by Matt Shimizu from the Technology Services Division (TSD) team as a giant gift bag, and in third place, Mitchell Warrington from the Office of Communications and Public Affairs - a most athletic elf.

There was also a Build a Snowman competition. CSSD entered a hilarious “melted” snowman, Operations offered a whole snowman family, Technology Services Division’s snowman was made from Styrofoam cups, and everyone enjoyed the Executive team’s “snowman selfie station” photo booth. All the entries were very creative, and CSSD took the prize for their snowman family, representing the people we serve in Child Support.

It was a welcomed break from daily routine, and now, CA DCSS is ready for 2018 - Cheers!

Tribal Support Now Available in New California Locations

By: Janelle Mora, CA DCSS

In California, families in 25 tribes can now establish paternity in the same place they apply for Temporary Assistance for Needy Families (TANF). In November 2017, the Department of Child Support Services’ Paternity Opportunity Program gave the California Tribal TANF Partnership (CTTP) approval to officially assist parents to legally establish paternity.

California created the CTTP in 2003 to help Native American families become more self-sufficient. The partnership provides educational training, employment opportunities, and temporary financial assistance. By adding voluntary paternity establishment to the full list of available supportive services, tribal members throughout California can save time and money by making a single trip to one of the 10 currently approved CTTP locations.

In 2014, program officials ramped up outreach and training efforts to increase awareness of POP, and train new agencies on the rights and responsibilities associated with paternity establishment. They provide training and resources to authorized witnessing agencies, so they can help families complete Declaration of Paternity forms. In July and October 2017, California POP manager Kyla Kuryllo conducted two training sessions for CTTP representatives.

In addition to the new Tribal TANF agencies, POP works with other authorized witnessing agencies statewide such as hospitals, county registrar offices, courts, social services agencies, notary public, and local child support agencies. Program officials are excited about approving their first Tribal TANF locations and are eager to build more collaborative partnerships in the future.

The program has helped over 3.1 million parents since 1995. Legally established paternity allows children access to benefits such as health insurance, inheritance rights, and social security. It can also give them more complete knowledge of their family medical history.

“I’m thrilled with the progress and positive impact POP continues to make in the lives of families throughout California,” says Kuryllo. “The recent addition of the CTTP locations as authorized witnessing agencies is the beginning of a wonderful partnership between DCSS and the CTTP.”

What’s the OCM Implementation Team up to these days?

By: The OCM Team

In the October edition of the DCSS Today newsletter, we explained what Organizational Change Management is all about. Since then we have been busy developing plans, strategies and tools to implement OCM methodologies. We are in the process of working with the Executive Team to select three pilot projects in 2018 to put the OCM into practice. They are also helping us formalize the structure and approach to build the OCM Team.

In addition, we worked with you to develop and select an OCM tagline that will be used in our communications and branding going forward. The Communications Office will take this tagline and use it as the basis to create a snazzy logo to accompany the new OCM tagline “Empower. Embrace. Progress.” Those who participated in the voting of the new tagline were entered to win a Starbucks gift card, congratulations to Anna Kula who won the drawing.

We are very excited about the level of enthusiasm and participation that has been shown for the implementation of OCM at Department of Child Support Services.

Stay tuned for more exciting developments coming soon!

Dr. Steven Golightly Receives Top L.A. County Quality Award and Talks Child Support "Down Under" In Australia

By: Al Reyes, Los Angeles County DCSS

On October 24th, the Los Angeles County Board of Supervisors recognized Dr. Steven J. Golightly, the Director of the Los Angeles County Child Support Services Department (CSSD), for being the recipient of the 2017 “Chair Leadership Award” from the L.A. County Quality and Productivity Commission.

Dr. Golightly received this prestigious award at the Commission’s 31st Productivity and Quality Awards on October 18th in Los Angeles. The Chair Leadership Award is given to an L.A. County Department Head who promotes, innovation, efficiency, “outside the box” thinking, quality public services and employee productivity.

Dr. Golightly was appointed Director of the Child Support Services Department in February 2007. He oversees one of the largest locally-administered child support programs in the nation with 1,500 employees and a yearly budget of $186 million. CSSD handles nearly 300,000 cases and collects approximately $486 million in support every year for families and children.

The Commission award noted that Dr. Golightly “has transformed his department’s approach to case management, and if you’ve ever heard him speak, you know he keeps a close eye on the numbers while creating a culture that celebrates employee success.” Under Dr. Golightly’s leadership, Child Support Services earned a Silver Eagle Quality Award in 2015 for using predictive analytics on the Department’s cases to increase collections for families.

Dr. Golightly is known for seeking process improvement to find ways to improve the delivery of service to child support clients. Not long after receiving the L.A. County award, the Director was on the plane at his own expense to Melbourne, Australia to be a presenter at the 2nd International Child Support Symposium at Swinburne University on December 4-5.

The Symposium attracts an impressive list of child support academics and researchers from around the world who generate out-of-the-box ideas on how to improve the program. The event was sponsored by the Australian Government Research Council, the Australian National University, Centre for Social and Research Methods and Swinburne University of Technology.

Dr. Golightly was invited as a practitioner as Director of L.A. County CSSD and as a academic with his work in the California State University system. He is an Assistant Professor of the College of Business and Public Administration for Dominguez Hills and a Full Professor at Northridge, teaching Master of Public Administration degree course work.

“I was honored to be able to be part of this symposium with colleagues who continue to share innovative and ground-breaking ideas that change the face of child support for the better,” observed Dr. Golightly. “It was a cross-fertilization of what is going on worldwide with academic study and research on child support.”

Some of the symposium topics discussed included family housing and child support, welfare state interactions and policy, mothers and the child support experience, child support financial outcomes, child support and family time and program administration. Content was based on lessons learned from such countries as Scandanavia, the United Kingdom, Australia and Korea, which has a child support program that has only been in existence for two years. There were 14-15 papers presented in concise presentations, with time for questioning.

Faster and Easier All The Time – Updates on the Payment Kiosk Project

By: Nicole Darracq, CA DCSS

In January of 2017, California Department of Child Support Services (CA DCSS) introduced automated payment kiosks to local child support offices, expanding the installations monthly until the last kiosks were delivered in June (see InsideDCSS, June 2017). To say the program was welcomed by customers is an understatement – kiosk collections shot from $12,000 in one day at the first seven locations, to 56 kiosks collecting more than $4 million every month.

As parents have embraced this payment option, CA DCSS has worked to refine the system. Originally, payments were limited to $2,999 per transaction, forcing several parents to make multiple transactions every month to pay their child support obligation. CA DCSS project staff worked with Touchpay, the kiosk vendor, to eliminate that inconvenience. A $9,999 payment limit remains due to federal regulations— payments above that amount must have additional information collected before processing.

Another newly added convenience is the ability to use a personalized ID card in the kiosks, so parents can scan a card with a unique QR code and the system will properly allocate their payment. These cards are generated at the local office level, with special printers installed in each office. Paying parents may request a card and a “blank” is imprinted with their name, their participant ID and a unique code while they wait. Special thanks to our four pilot counties – Lassen, Del Norte, Marin and Los Angeles – for their help and feedback as this scanning capability went live. The statewide rollout began Monday, December 11th and five days later every kiosk in the state was programmed to accept these new ID cards. Printers and cards will ship to all the counties by early January, and Child Support University has a training module available online.

To get a jump on training your customers, a poster is available to let your customers know that ID cards are coming, and how to use them for the first time. It should be placed ideally on the kiosk, or at least very near, and can help new customers navigate the change. It’s available for download on CA Child Support Central in the Marketing and Outreach Forum.

Faster and easier all the time – the collection of child support has never been painless, but the least we can do to assist our parents working hard to do right by their children is to make the procedure as convenient, simple and swift as possible.

Director's Message

By: Alisha Griffin, CA DCSS Director

This past year has been full of accomplishments in the many different facets that are child support. We have persisted in challenging and retooling ourselves and the hard work that has already been done will be a strong foundation for the transformational changes that will be needed in 2018 and beyond. Before we start writing those chapters of 2018, I’d like to take a moment to acknowledge some of the great accomplishments that took place throughout the state in 2017.

We’ve broken the ice into better use of technology such as electronic filing which will significantly improve the amount of time it takes to process documents with the courts. Through initiatives like the Behavioral Intervention for Child Support Demonstration Program and DocuSign, we’ve retooled communication with our participants by offering clearer, faster, and more accessible outreach to better meet their needs and expectations. We’ve bolstered partnerships with domestic violence, employment, and social service organizations to create more comprehensive, wraparound services for parents that will ultimately benefit their children.

We’ve embraced more automated pay options like the TouchPay kiosks and the international payment cards that meet the self-service expectations to which the world has grown accustomed. We’ve expanded to a global level and are coordinating and serving more countries to help families from around the world.

This year truly was a convergence of big changes coming together. All of our ups and downs give us great insights to jumpstart 2018. I am inspired by the passion ignited by these coming changes, I look forward to the year ahead and all of the work we are going to accomplish together.

Happy holidays to you and yours, see you in 2018!

October Events at DCSS!

The CA DCSS Disability Advisory Committee hosted a disability awareness event that showcased guide/service dogs, paratransit services, employment services, and a very special guest group, “The Early Birds” (formerly Southside Ensemble) who performed their latest hits. The group is a collective of both visual and musical artists who have developmental disabilities and who write and perform their own material.

 

CA DCSS staff hosted a Diwali celebration to invite all to join in one of the most popular festivals in India. In Sanskrit, Diwali means “Festival of Lights” and is celebrated all across India and the world. This is a time when people come together to celebrate good conquering evil, light conquering darkness. Staff voluntarily prepared traditional Indian food for all to enjoy as well as hosted a dance session after the meal.

The Information Security Office at CA DCSS hosted its annual Cyber Security Fair in big league fashion. The baseball-themed event encouraged attendees to visit each information table to learn tips on how to secure information, as well as identifying cyber threats and how to avoid them. Each table included a collector’s edition baseball card featuring several CA DCSS executives. Attendees were able to collect the cards for a chance to win raffle prizes.

Director's Message on Recent Fires

By: Alisha Griffin, CA DCSS Director

Over the last several weeks many in our child support family have experienced devastating loss after more than a dozen wildfires spread across several counties. As an organization our mission is to help serve the families and children of California, but it is also our mission to take care of our work families and come together as a community. During these times of crisis we are given an opportunity to witness how closely connected we are and the bonds we build as we work together day in and day out.

Sadly, dozens and dozens of our child support family were evacuated from their homes, many with hardly any notice. There were many moving and unknown parts involved in this multi-front disaster, but county directors and their staff remained resilient and showed great dedication to each other and the program. Directors and staff from unaffected counties overwhelming offered whatever assistance they could. Nearby counties opened their doors to staff from affected counties so as to minimize the hardships families faced if they were unable to work. Other counties stepped in to take over workload and keep the program running without interruption.

The fires have left destruction in their wake, but there is also hope that new and better things will arise. We can better prepare ourselves for crisis, we have built new and stronger relationships, and we have the chance to grow together. Thank you to all who stepped in and stepped up during these tragedies. Your courage and strength are to be commended.

San Diego Hosts Federal Health and Human Services Appointee to Showcase Unique Services for Veterans

By: Bryanna Fornerod, Supervising Child Support Officer/Military & Veterans Liaison, San Diego DCSS

In an effort to learn how the San Diego Department of Child Support Services (San Diego DCSS) approached creating the role of Military & Veteran Liaison for the child support program, Tina McIntosh, the newly appointed Veteran Liaison to the United States Health and Human Services Department (US HHS), visited San Diego DCSS for two days in September.

On September 12th and 13th, several representatives from the Federal Office of Child Support Enforcement (OCSE) and California DCSS joined San Diego DCSS in welcoming Ms. McIntosh for a tour of the department’s efforts to meet the needs of veterans. 

USHHS Military & Veteran liaison Tina McIntosh (3rd from right)
 joins SD DCSS on tour of Veteran's program.

On September 12th, guests visited the Veteran’s Affairs (VA) Mission Valley Counseling Center where San Diego DCSS provides on-site child support case management every month, providing veterans a safe space to access services without barriers related to the invisible wounds of war. There, they heard from three social workers from the Veteran Justice Outreach, Healthcare for Homeless Veterans and the Department of Housing and Urban Development’s Veteran’s Affairs Supportive Housing programs, about how San Diego DCSS & the VA work together to assist veterans, and what is most important to keep in mind when working with the most vulnerable veterans.

On September 13th, at the 2-1-1 San Diego Connections Center, our guests were able to hear from partners including; the San Diego Veteran’s Coalition, California Veteran’s Legal Task Force, 2-1-1 San Diego, SDUnited, and Courage to Call about how the collective impact model drives the success for all veteran-serving agencies throughout San Diego. The visit concluded with a tour of the North Inland Live Well Center (NILWC) where San Diego DCSS is co-located with HHSA/Office of Military and Veteran Affairs, Public Health, Child Welfare Services, and other county agencies to create a one-stop-shop for serving families. At the NILWC, guests were able to learn about San Diego DCSS’s partnership with Office of Military and Veteran’s Affairs as well as Intel & Recon, the San Diego County collaborative group comprised of representatives from county agencies that meet regularly to identify and meet veteran needs countywide.

Ms. McIntosh and state DCSS Director Alisha Griffin both expressed being incredibly impressed by all they learned in just two days. Ms. McIntosh shared the following shortly after her visit:

“…San Diego is a model of family focused services to be commended nationwide. Your commitment to our service members, veterans, and families is greatly appreciated.”

The Tulare County Department of Child Support Attended the Eagle Mountain Casino Employee Health Fair

By: Jorlinis Centeno, CA DCSS & James Bonafe, Tulare DCSS


Maria Nino and James Bonafe of Tulare DCSS

On Thursday September 24th, 2017, the Tulare County Department of Child Support Services attended the Eagle Mountain Casino Employee Health Fair. The theme of the event was “Super Heroes." Everyone participating in the event were encouraged to be creative and display their inner super hero, so James Bonafe, (Community Liason, Public Information Officer) and Maria Nino, (Child Support Specialist III) stepped it up by dressing as Child Support Man and Child Support Woman. The event was a great success, with James and Maria speaking to more than 100 people about the Tulare County DCSS services and even won second place for the Best Booth competition. Way to save the day Tulare DCSS!

Facts Worth Sharing: The Child Support Program, The Story Behind the Program

By: Kelly Cote, Lassen DCSS

The Lassen County Department of Child Support Services’ (DCSS) “Story Behind the Program” seeks to educate the local community on the history and function of the department. “In my community in order for me to begin to shift the paradigm on how child support is viewed, I felt that education was needed first,” said Kelley Cote, Director of Lassen DCSS. The educational ad series will run in the Lassen County Times through to the end of the year.

Department of Child Support Services Recognizes Kellie Sweeney for Nearly Three Decades of Service

By: Janelle Mora, CA DCSS

Over the last 28 years, Kellie Sweeney, Manager of the Case Management Post Order Division at the Contra Costa County Department of Child Support Services (Contra Costa DCSS) has grown alongside the evolution of California’s child support program. Having worked in the courtroom, intake, enforcement, and training, Kellie has experienced the program changes from a unique perspective.

Desiring to help her community and help people create a better life, Kellie began working for child support in 1989 as a family support officer. When the child support program separated from the district attorney’s office in 1999, Kellie states, “there was a whole different view on how we were going to do things. The switch was awesome.”

Along with physically changing her location, Kellie experienced a lot of technology changes at Contra Costa DCSS as a result of her innovative director, from using multiple monitors before most counties adopted the practice, to system access using thumb readers in place of passwords. All were major changes for Kellie. When she first started, staff did not have personal computers, only a shared computer terminal that required lead permission to use.

Although Kellie readily adjusted to the massive changes, her passion sparked changes that resulted in the use of MoneyGram in the California child support program statewide. While strolling through a grocery market, Kellie spotted customers inserting coins into a machine to receive bills in exchange and noticed there was an option to donate to charity. Kellie thought, “what an awesome idea!”

Realizing the potential of the machine for child support payments, Kellie contacted the company who owned the machine.

She knew the Oklahoma Department of Child Support Services used MoneyGram already and was able to get the ball rolling from there. In late Summer of 2014, Contra Costa DCSS piloted the MoneyGram project, accepting child support payments in retail locations for the first time. After proven success, MoneyGram payment collection became available throughout California at various retail locations.

“I really feel like that’s one of the biggest things that I was involved in and it’s had a significant impact,” Kellie said. “I love the idea that people who live in the cash economy do want to take care of their kids. They may not be able to have a bank account, so it’s really awesome that we are able to serve them now.”

On October 31st, Kellie is parting from Contra Costa DCSS and will be filling a newly created position at Solano County DCSS as a Child Support Program Manager on November 6th. Her two daughters are nearing college, and her new career path will have her working closer to home to support her children’s educational aspirations.

North Coast Regional DCSS responds to the Helena and Fork Fires

By: Janelle Mora, CA DCSS

The North Coast Regional Department of Child Support Services (North Coast DCSS), comprised of Trinity and Humboldt counties, is in the process of recovering from the Helena and Fork Fires that occurred in September. The Helena Fire was located near Junction City and Weaverville in Humboldt County and the Fork Fire was located north of Monument Peak and southwest of East Fork Lakes in the Trinity Alps. The wildfires began August 30th and lasted for approximately a month, damaging more than 21,000 acres.

Trinity County DCSS employees Diane Darrah and Tina Duong manned the department’s clean air stations during the fires, providing staff in their facility with non-polluted air. Communications remained strong throughout the fires; those who chose not to evacuate provided updates through Facebook.

“This emergency drew our county together, and each time we go through one of these emergencies we get better and quicker with our response,” says Diane Darrah, Trinity County DCSS Senior Account Technician.



Trinity DCSS staff and family show support on Patriot's Day

As a gesture of gratitude, employees of Trinity County DCSS lined the streets of Weaverville on Patriots Day to thank the firefighters and emergency responders for their help putting out the local wildfires. The department also hung a “Thank You Firefighters” banner next to the Trinity County DCSS building to show their appreciation.

Humboldt DCSS put together a raffle basket including
 a handmade apron benefitting Fire Victims Fund 

Trinity County DCSS employees also gathered donations to deliver to their local collection center, monitoring what was needed through Facebook pages created specifically for county emergencies. Humboldt County DCSS put together a raffle basket, donating the proceeds to the Fire Victims fund.

Trinity County DCSS has their own Emergency Action Plan that every employee receives training in upon hire. The plan provides employees and visitors with proper procedures in the event of an emergency. Along with fire and evacuation procedures, the plan provides response actions for other emergencies such as earthquakes, explosions, hazardous materials, etc. The department also holds an annual surprise emergency evacuation of the building for safety training.

Thankful that all of her employees are safe, Diane says “The rebuilding process is beginning, and we continue to support each other as a united community.”

Our hearts go out to all that have been affected by the recent fire tragedies across California. We will continue to write updates on the recovery process.

Heart Walk in Honor of Gary Cannon Raises Over $30,000

By: Jorlinis Centeno, CA DCSS

Since November 2016, the California Department of Child Support Services (CA DCSS) has been working with the Ventura County DCSS and the company DocuSign on a pilot for the use of “e-signature” technology, which allows parents and DCSS staff to sign documents electronically. However, during the pilot project the team suddenly lost an integral member, CA DCSS Systems Architecture Services Section Manager, Gary Cannon.

Gary was in charge of exploring the DocuSign solution from a CA DCSS technical perspective. As Ventura DCSS was actively using DocuSign for their support cases, Gary was focused on exploring the capability of using the technology statewide. The DocuSign team had grown to respect and enjoy working with Gary, and the loss deeply affected many on the team.

After Gary’s death, Jennifer Baker, the Enterprise Account Executive at DocuSign, reached out to DocuSign IMPACT Foundation to see how they could support and honor Gary through their company’s charitable programs. She discovered that the Foundation has a strategic relationship with the American Heart Association (AHA) whose annual Heart Walk was included in the schedule of events. DocuSign decided to join 300 other Bay Area companies in raising funds and awareness for heart disease, dedicating their effort to Gary’s memory and donating the funds raised in Gary’s name. The decision to walk in Gary’s honor was one of the main reasons that so many people at DocuSign opted to participate.

The Heart Walk provided a unique opportunity for DocuSign employees and their friends and families to come together to benefit not only heart disease research, but to honor loved ones or colleagues that were and are affected by the tragedy of heart disease, such as Gary. The DocuSign team raised $30,000 in Gary’s name for the American Heart Association and had more than 100 employees walking at the San Francisco event on September 15th, 2017. The project team said one of their favorite memories of Gary is that he always had a smile on his face and always had fun remarks and analogies to keep the meetings interesting—even when the content may not have been that exciting. Gary was not afraid of the hard questions and complicated topics that needed to be discussed in technical review meetings. He had a great grasp of the DCSS systems and made sure that the teams were getting through the details to ensure success with the e-signature project.

Gary always treated his colleagues like family, and his CA DCSS “family” would like to thank the DocuSign team for their wonderful tribute to Gary with their well-attended and inspirational Heart Walk effort.

We Got ServiceNow!

By: Bob Yoachum, CA DCSS & Dana Simas, CA DCSS

On October 24th, ServiceNow was unveiled for employees at the California Department of Child Support Services (CA DCSS)! This means that reporting IT incidents and requesting Facilities services are now at your fingertips, with the option to be able to track the request as it moves along in the fulfillment process.

 The first phase of ServiceNow is now available for CA DCSS staff with a desktop link automatically installed on all computers. Local child support agency (LCSA) employees will receive access to the current ServiceNow portal in approximately one month, but there is more to come.

“In January, there will be a second release that will include IT change and release management, as well as asset management,” said Enterprise Service Desk Manager and ServiceNow Project Manager Bob Yoachum. Asset management will fulfill the asset reporting needs for LCSAs.

The cloud-based tool allows a more streamlined process for requests that better fosters communication between employees and those tasked with responding to requests. Yoachum has made this product a priority after joining CA DCSS approximately a year and a half ago.

Change Management Summary

By: Jeannie Benoist, Consultant & Michael Yahner, CA DCSS

1.What is the Organizational Change Management (OCM) Project?

The OCM Project was initiated to implement a change management strategy within DCSS. Organizational Change Management (OCM) is an approach with a structured process and set of tools to support people through changes. The changes can be technical or non-technical. For example, OCM supports people moving from one office to another, and system or process changes.

2.Give us a little background on your  experience/expertise in this area.

The OCM Project Team includes Michael Yahner as the project manager. Michael is a senior manager with extensive experience in leading teams to accomplish organizational goals. Jeannie Benoist and Rick Lytle of Business Advantage Consulting were brought on as the OCM consultants. Together, Jeannie and Rick have over 40 years’ experience leading OCM initiatives in public, private and non-profit organizations. Mary Ann Miller, Assistant Director of the Office of Executive Programs is the OCM Project Sponsor.

3.What got us here and why are we doing this?

We are facing faster, more complex and more cross-functional change than ever before. To be successful in this ever-changing environment we need tools and methodologies to support us. We need to be more intentional about how we handle change, which includes looking at who is impacted sooner in the process and ensuring they are engaged throughout the change. No one wants to get to the end of a change effort and say “whoops, we totally forgot about this unit and they are critical to this effort.”
4.What can everyone expect?

We are in the process of figuring out what the OCM structure will look like at DCSS and our goal is that you actually don’t “notice it.” We hope the approach becomes ingrained in how we do things and when we look back a year from now we say, “wow, things seem calmer. We are still working hard and things are still changing constantly, but we are connecting with the right people earlier in the process, they are helping us see all angles, which helps us better plan for the changes. Folks are feeling less frustrated and more informed about what is going on and how it impacts them.”

We will soon have a contest to pick the office OCM tagline/slogan, so be on the lookout!

We are also building the framework, tools and templates to size, scope and support change efforts. Once we know what the structure, we will identify change advocates and facilitators and train them on the tools and methodology.

Finally, we will pilot the OCM model on three DCSS change initiatives. We don’t know which initiatives yet, but hope to have those selected by December so we can start the pilot in January.

5. How will everyone be involved?

We are grateful for the support we have experienced so far. Our first task was to get a sense of what current OCM practices are already in place here in DCSS. We did this through an OCM Baseline Assessment which included gathering feedback from a total of 266 DCSS employees and LCSA Director volunteers during 17 sessions held over 13 days and resulted in over 1200 pieces of feedback being collected.

A HUGE THANK YOU to all of you who participated!

Here’s what we learned:

• Training overall is done well, but there is a need for more documentation, cross-training and post-training support.
• There is a lot of communication, but there is a need for more targeted, effective communication and an understanding of the ‘big picture’ or vision.
• Stakeholder engagement is happening, but it is not being started early enough or consistently maintained.
• Transition readiness (analysis of the current and future states and impacts) is not routinely practiced.
• Go live support is done well for technical efforts, but not seen as much for non-technical.

We are working with management to determine the best way to share additional results of the assessment with anyone else who is interested. In the meantime, for more information please contact Michael Yahner, Project Manager.

If you have any questions regarding the OCM project, e-mail the OCM mailbox at OCM@dcss.ca.gov.

Child Support Awareness Month (CSAM) Recap

Jorlinis Centeno, CA DCSS 

Imperial County 8/1

The Imperial County Board of Supervisors formally proclaimed August as Child Support Awareness Month at their meeting on August 1st, presenting Imperial County DCSS with the proclamation.

Santa Cruz/San Benito County (8/1 - 8/31)

Santa Cruz and San Benito County DCSS handed out CSAM awareness cards in their offices throughout the month of August.

Imperial County 8/4

Imperial County DCSS partnered with local Spanish newspaper El Sol Del Valle to advertise and raise awareness for CSAM. Flyers were inserted in the paper from Imperial DCSS notifying the public of a special license release program as well as locations/dates for the “Child Support on Wheels” outreach campaign.

San Mateo County 8/10

San Mateo County DCSS handed out 18 “nighttime routine” kits to attendees, containing a Sesame Street healthy eating dinner guide, toothbrush kit and a bedtime story. Staff answered questions about the case opening process and paternity establishment procedures. A free backpack loaded with books and school supplies was raffled off at the end to a lucky attendee.

El Dorado County 8/8

El Dorado County DCSS held a “Spirit Day” to boost enthusiasm among staff for CSAM. Staff came dressed as a fun career professional (other than their own) to go along with the “Give Them Something Great to Imitate” theme.

San Joaquin County (8/1 - 8/31)

San Joaquin County DCSS displayed their annual CSAM banner across the popular “Miracle Mile” in downtown Stockton.

Tulare County 8/14

On August 14th, Tulare County DCSS staff celebrated “Make a Difference Monday” at the Visalia Rawhide game to raise awareness about DCSS services.

Riverside County 8/15

Riverside County DCSS staff has a team of experienced case workers and volunteers that go into the community of Riverside to speak about DCSS services. Through their outreach program and “Parole and Community Team” (PACT), the team presents to parents that have recently been released from prison and are currently on parole. At present, they have 40 volunteers and visit Moreno Valley every third Tuesday of the month and Palm Desert every second Tuesday of the month.

Tulare County 8/16

Tulare County DCSS staff visited the Visalia Library on August 3rd and the Porterville Library on August 16th to raise awareness of the available services offered. Both library events were successful in engaging with the public and sharing services about TCDCSS.

LA County (8/15, 8/16, 8/21, 8/23, 8/24, 8/28)

Los Angeles County DCSS sponsored the Greater Avenues for Independence (GAIN) and General Relief Opportunity for Work (GROW) workshops on several dates throughout August in support of CSAM in the communities of Carson, South Central LA, Downey, East LA, Metro LA and Pomona.

LA County (8/16, 8/17, 8/23, 8/31)

LA DCSS held several educational seminars for partners and the public to promote CSAM, including visiting America’s Job Centers of California offices in the San Gabriel Valley to present child support workshops for the American Payroll Association and resource workshops for former inmates and ex-offenders, community organizations and local partners.

Eastern Sierra (8/15, 8/16)

Eastern Sierra Child Support agencies from Inyo and Mono County participated in their 5th Back-to-School Backpack Project. The agencies collected monetary donations, binders, papers, pens, pencils, erasers, crayons, colored pencils, rulers, and more! Backpacks were given away on August 15th and 16th at the Bishop City Auditorium on a first-come, first-serve basis.

Ventura 8/15, 8/16

Ventura DCSS staff made educational presentations about obtaining services through DCSS to the inmates of the Juvenile Justice Center in Oxnard.

LA County (8/16, 8/19, 8/26)

Los Angeles County DCSS outreach teams staffed booths at several community resource fairs, including the 37th Annual Government Day Information Fair, the Eastside Connections Multicultural Fair, and the Pomona Ex-Offender and Re-Entry Resource Fair.

LA County 8/26

Even though they held an astounding amount of CSAM events, LA DCSS still found time to throw their 13th annual “Day in The Park” staff picnic.

Sacramento County 8/21

Sacramento County DCSS donated 56 backpacks and more than 1,100 school supplies benefitting children at the Sacramento’s Children’s Home on August 21st.

San Diego County (8/17, 8/24, 8/26, 8/31)

Families in San Diego started enjoying summer movies at various parks throughout the county. San Diego County DCSS placed a 30-second commercial before the movie began on every screening in every park to promote CSAM.

Tulare County 8/22

Tulare County DCSS held their second Resource and Employment Fair in Porterville. The event was hosted at the Employment Development Department (EDD) One–Stop Porterville office and had 13 vendors in attendance, including Eagle Mountain, Foster Farms and San Joaquin College.

At the end of the event 62 customers spoke to the vendors about employment, education and agency resources. Tulare County DCSS also provided a Driver’s License Release/Review table and a Compromise of Arrears Program table.

San Diego County (8/1 - 8/31)

San Diego County DCSS advertised at all Petco Park Padres home games throughout the month of August to raise awareness of child support services.

Kern County 8/24

Kern County DCSS hosted its Annual Employer Workshop on August 24th. More than 80 employers attended and were educated on DCSS employer services, withholding child support, payment options, health insurance and employer partnerships.

San Mateo 8/26

San Mateo County DCSS staff members participated in a “Beach Day Clean Up” to keep beaches clean for the children and families of San Mateo County. The Coyote Point Park rangers provided the clean-up tools, and over six barrels of trash were filled. Staff ended the event with a barbecue!

Fresno County 8/28

Fresno County DCSS coordinated with Mattress Firm for a school supply drive benefitting foster care children throughout Fresno County. On August 28th, the agency dropped off 25 backpacks, 60 glue sticks, 239 erasers, 59 notebooks, 59 packs of crayons, 22 packs of markers, 84 pens, 625 pencils, 400 index cards, and much more!

Riverside County 8/26

Riverside County DCSS held an Open House and Community Resource Fair on August 26th at their two locations in their Riverside and Indio office. The goal was to inform the community about the services DCSS offers.

Madera County 8/30

Madera County DCSS held their Child Support Awareness Career and Resource Fair on August 30th. There were 20 employers and resource tables with a great turnout, many of the employers got upwards of 20 applications.

Monterey County 8/27

Monterey County DCSS provided information about DCSS services at the Día del Trabajador (Labor Day) event on Sunday August 27th at the Patriot Park in Greenfield.

Los Angeles County

Los Angeles County CSSD hosted a Backpack/School Supply Giveaway with the Pomona Unified School District (PUSD).  The "WE GOT YOUR BACK” drive came to life with enthusiastic volunteers and a strong presence on social media outlets.