California Department of Child Support Services Director Inspires Superheroes in Opening Charge to Child Support Staff

The theme for this year’s Child Support Director’s Association conference was “superheroes,” and California Department of Child Support Services (CA DCSS) Director Alisha Griffin lead the conference off with a charge that DCSS staff can be superheroes to the parents we serve and we can all motivate those parents to be superheroes to their children.

Director Griffin emphasized that we do incredible amounts of work and it is all for the betterment of children and families. We have the strength to fight for better results and outcomes for our parents, but we must first focus on providing the best possible empowerment and encouragement to the staff who work with those parents even in their worst moments.

How do we effectively empower staff, and each other, to be superheroes every day? Director Griffin asked the packed, standing-room only conference of approximately 900 child support colleagues.

When we recognize employees it creates affirmation and confidence, it allows them to take risks that could lead to making a difference for a family or finding new innovations in the way we do business. She encouraged managers and executives to invest the time and resources to train and empower staff to become the next leaders.

“Child support has an influence on more families for a longer-term than even the educational system,” Director Griffin said. “The work we do matters now and makes a difference, good or bad, to future generations.”

Director Griffin encouraged all of those in child support to seek out ways in which we can be a more human-centric service, one that focus more on the person rather than just the numbers. There is an overall shift away from automation to a more user-centric model occurring within child support, and with a 1.2 percent increase in stipulated orders resulting in a 6.6 percent increase in orders where 90 percent or more of the obligation was paid every month, the evidence is clear. When you bring people to the table and take the time to build consensus, everyone wins, but especially the children.

California has several exciting pilot projects occurring that have allowed the child support system to improve the way it interacts with parents. For instance, Contra Costa and Riverside Counties are piloting a software process that allows for tailored and bulk text messaging of appointment reminders and notifications. Riverside County is piloting DocuSign, which will significantly decrease the amount of time between correspondence and processing. The initial feedback has been incredible with many responding in the first survey that this is now their preferred method of doing business.

The State is also seeing record amounts of payments made through MoneyGram and PayNearMe at thousands of convenience stores across the state as well as brand new payment kiosks inside local child support agency offices.

It is always a challenge for government to be flexible and agile in adopting new technologies, but Director Griffin inspired the entire room to seek out new ways of doing business so that we can be seen as the superheroes we are to children and families across the world.

Fresno, Madera, Kings and Tulare Counties Team Up to Host Employer Workshops

Janelle Mora, CA DCSS

Fresno, Madera, Kings and Tulare County Child Support agencies teamed up to educate and empower employers at three workshops from April 18th to the 20th.

The workshops covered how employers should handle Income Withholding Orders and National Medical Support Notices so that by the end of the workshop any questions about processes, requirements, language and challenges were answered. Since more than 70 percent of child support collections result from wage withholdings, these workshops assist employers with processing methods so that children can receive the support they need.

The free, four-hour workshops gave local child support agencies an opportunity to take some of the mystery out of the language and requirements regarding income withholding for employers. It was also an opportunity to build relationships face-to-face between employers and county child support staff.

County child support staff voiced appreciation for the employers at each workshop explaining how their role and cooperation allows families to eat, pay for housing, buy clothes, and go to school. 

Fresno County Department of Child Support Services (DCSS) Director Kari Gilbert and Tulare County DCSS Director Roger Dixon reached out to Kings and Madera DCSS offices to put on a collaborative workshop between the four counties. Fresno and Tulare teamed up to create the presentation materials, which were held in Tulare County for Kings and Tulare employers, and two in Fresno County for Fresno and Madera County employers. More than 4,500 employers from all four counties attended.

Fresno, Madera, Kings and Tulare Counties not only crafted stronger relationships with employers, but also among each other.

“Working with the other county child support employees allowed our offices a partnership that we can build on for future workshops,” said one Tulare child support employee.

San Joaquin Department of Child Support Services Staff Wear Jeans for Good Cause

Veronica Riley, San Joaquin DCSS

On April 26, 2017, San Joaquin County Department of Child Support Services (SJ DCSS) participated in Denim Day to raise awareness of sexual assault.

Denim Day was established to remind the public of the harmful attitudes about sexual assault. In 1999, the Italian Supreme Court overturned a rape conviction simply because the victim had been wearing tight jeans so the court concluded the victim must have helped remove them.

Approximately 40 SJ DCSS staff participated in the one-day event by wearing denim jeans to work and donated at least $5 to benefit the San Joaquin Women’s Center- Youth and Family Services for victims of sexual assault.

The Women’s Center-Youth & Family Services is a safe haven and a place of healing for some of the most vulnerable populations in the San Joaquin community. Since 1976, the organization has been San Joaquin County’s only provider of free, confidential services and shelters specifically designed to meet the needs of homeless and runaway youth and victims of domestic violence, sexual assault, and human trafficking.

“SJ Denim Day”-  SJ DCSS staff show off their denim threads to raise awareness of the trauma of sexual assault

CA DCSS Celebrates Employee Who Has Served 38 Years in Public Sector for Public Service Awareness Week

Jorlinis Centeno, CA DCSS

Every day, men and women work tirelessly to serve our nation, often doing so with little notice or fanfare. In recognition of Public Service Recognition Week (May 1-5), we not only recognize and applaud all state servants, but we take a special moment to recognize someone who has spent quite some time in the public sector.

Glenda Muschetto, leader of the Telecommunications team at the California Department of Child Support Services (CA DCSS), is one of those dedicated servants. Her 38-year story and journey as a state worker is one that is filled with inspiration for all at CA DCSS.

Glenda started working the night shift for the state Franchise Tax Board (FTB) in December of 1978 as a key data operator when she was only 17 years old. Even though it was a struggle to work those late night shifts, Glenda’s dedication and hard work gave her the opportunity to obtain her first full-time position.

“I really enjoyed my team, their enthusiasm and the flexibility they had with my schedule,” said Glenda. She also says that in those early years, one of her leaders inspired and motivated her to keep growing professionally. This got her excited to continue working hard and she became the supervisor of her unit at the young age of 19. All this, due to her willingness to learn and appreciate the challenges her job offered.

After working at FTB for several years, she soon realized her workplace and coworkers had become more like family due to how much time she spent getting to know them, including her current husband who she met at FTB when she was 22.

Throughout her career, Glenda also worked for the Department of Social Services, Employment Development Department and the Air Resources Board. She started working for CA DCSS in August of 2013 and is in charge of programming, installing and ordering supplies for all of our desktop phones.

Glenda’s journey is motivational and inspiring, especially for those who are new with the state. She tells newcomers, or those looking to expand their state service journey, “do the best you can, take every opportunity you may be given to learn something new and don’t disregard any job because it will always lead you to something exciting.”

Glenda is a great example that anyone, with a willingness to learn and a positive attitude, can be
successful in the workplace.

Thank you Glenda for making sure we can all communicate with each other every day.




Glenda Muschetto

CSDA Raffle Raises More Than $25,000 for Empower Yolo

Janelle Mora, CA DCSS

The Child Support Directors Association (CSDA) held a raffle at their annual conference to benefit Empower Yolo, a non-profit organization helping individuals and families affected by domestic violence, sexual assault, stalking, human trafficking, and child abuse. A total of $25,216 was raised by raffling off 47 gift baskets donated by county child support service agencies and the California Department of Child Support Services (DCSS).

Yolo County DCSS Director, Natalie Dillon, chose Empower Yolo as the 2017 CSDA Conference beneficiary because of the great impact the organization makes in the community.

Since 1977, Empower Yolo has offered services to individuals and families providing resource centers throughout the county to improve health, social, education, and economic outcomes of Yolo County residents. To promote safe, healthy, and resilient communities, the agency provides 24-hour crisis intervention, an emergency shelter, confidential counseling, training, and legal assistance.  The organization is currently the largest provider of services to women and children in the area.

Among the gift baskets were three grand prizes which included a one-week vacation to St. Maarten Divi Resort bundled with $500 cash, valued at $2,500; a 3-day, 4-night stay in Cabo San Lucas valued at $1,500; and an electronic entertainment basket with items such as an iPad mini, ASUS laptop, and drone camera valued at $2,000. Grand prize raffle tickets were sold at five dollars each, and tickets for the other 44 gift baskets were sold in packages, such as 30 tickets for $20.

In accordance with the superhero theme for the conference, seven volunteers dressed in capes “flew” around during conference breaks selling tickets while a booth accepting credit cards allowed for anyone interested to participate.

When presented with the check, Empower Yolo showed tremendous gratitude as the beneficiary of the 2017 CSDA Conference Raffle.

California Department of Child Support Services Finishes Statewide Rollout of Automated Payment Kiosks

By: Nicole Darracq, CA DCSS

The California Department of Child Support Services (DCSS) continues their stride toward greater customer convenience with the installation of automated payment kiosks in child support offices statewide.

Riverside County DCSS received the first installation of the new statewide rollout in January 2017. Other counties were invited to participate and given installation requirements such as power sources and data line access in reception areas. By mid-March the installation had expanded to 27 counties.

DCSS worked closely with the TouchPay programming team to customize use for participants, including development of the ability to manually enter personal data for case lookup and validation. Participants may now locate their accounts quickly and easily by entering unique data such as their participant ID, driver’s license or Social Security numbers.

Ongoing feedback from the counties was received and used by the customization team to continuously improve and simplify the user experience as the rollout progressed.

Automated payment kiosks provide participants with time-saving convenience, accepting multiple forms of payment and helping avoid long lines in the office. Payments post to accounts within three to four days, and the machines generate receipts to assure payment will not be lost or misapplied.

The kiosks also save DCSS’ resources by freeing up staff who would normally handle payments.

In February, the first full month of operation, the kiosks in Riverside County alone collected more than $244,000. By the end of the first quarter, kiosks were collecting 12 percent of all over-the-counter payments statewide.

As of May 31st, with only three locations still awaiting installation, 68 kiosks have collected close to $11 million dollars. Although the full impact of the program remains to be seen, it’s clear that kiosks are gaining acceptance as another safe, convenient, and time-saving option for both participants and the child support program.

TouchPay Kiosk model is CA DCSS Student Assistant: Mitchell Warrington

CA DCSS Regional Administrator Lesley Bell Honored at 2017 CSDA Child Support Conference

At the 2017 Child Support Conference, hosted by the Child Support Director’s Association (CSDA) in Orange County the week of May 1st, California Department of Child Support Services’ (CA DCSS) Regional Administrator Lesley Bell was awarded the William R. Knudson Award.

Lesley received multiple nominations for the award which was given to recognize her for her advocacy and support for the local child support agencies (LCSA) in both her role as Regional Administrator as well as her participation in a several statewide committees such as Program, Policy, & Regulations, Customer Service Advisory Committee, and the CSDA Annual Conference Committee.

When the team of CA DCSS Regional Administrators was cut in half due to vacancies, LCSA directors continued to applaud Lesley for her level of service and support, despite her increased workload. The child support program changes continuously and so do staff, it is extremely beneficial for the LCSAs to have one point of contact who can offer support and assistance in navigating difficult issues. LCSA directors recognized Lesley for her success in this area, stating “she has an ability to address issues and concerns quickly and efficiently. If she doesn't readily have an answer, she is sure to do her research and follow up with the assistance needed.

The director who nominated her stated Lesley has been instrumental in orchestrating change and evolution for the child support program and has shown considerable support for regionalization projects.

Some quotes about Lesley from the nominations include;
• "Her dedication and work ethic are to be commended";
• "She is warm, cheerful, and resolves conflict with remarkable patience and tact";
• "She demonstrates a commitment to customer service and excellence in service delivery"
• “Even in the most challenging situations, we appreciate Lesley's consistent attitude, continued    support, and desire to make the right decisions for the right reasons. The program is very fortunate to have Lesley in this key DCSS role.”


Thank you Lesley for making CA DCSS proud!

Lesley Bell, CA DCSS Regional Administrator with her William R. Knudson Award presented at the 2017 CSDA Child Support Conference.