Providing excellent Customer Service to mothers and fathers HELENE TUNSTALL, CHIEF CUSTOMER SERVICE OPERATIONS NJ Department of Human Services Division.

Slides:

Advertisements

Similar presentations

E-Child Care Time and Attendance Tracking System December 17, 2010 Department of Human Services, Division of Family Development 1.

Advertisements

Information and Referral: Call Center Proposal Board of Early Education and Care December 8, 2009.

Economic Self-Sufficiency Services July 16, 2001.

Rebuild Massachusetts and PHEEP Energy Information Services Project Presentation to DCAM, EOEA, HUD January 4, 2006.

BECOMING HUD APPROVED. Overview  Program Administration  Program Goals and Objectives  Benefits of HUD Approval  Approval Criteria  Housing Counseling.

Presented by: Elana M. Parker, M.Ed., M.L.A.P. Reentry Coordinator/Public Health Liaison Alabama Prisoner Reentry Initiative and Family Reintegration.

Children’s Identity Management 46 th Annual IT Solutions Management for Human Services San Diego, CA October 5 th – 9 th, 2013.

Small Projects – Big Success at the County Level Trish Skophammer Assistant Director Ramsey County Attorney’s Office ERICSA 50 th Annual Training Conference.

Hello, Is Anybody Out There? Best Practices for Employers and States Chelare-Baykal Allen, NJ Office of Child Support Services Toby Hallows, OK Child Support.

Illinois Department of Children and Family Services Permanency Enhancement Project (PEP) Statewide Action Team Overview Prepared by: Doris M. Houston,

NEW DIRECTIONS IN CHILD SUPPORT: HOW CHILD SUPPORT AND ASSET BUILDING ARE CONNECTED Jennifer Burnszynski acf.hhs.gov.

June 2009 Welcome to TANF Orientation We are all faced with a series of great opportunities brilliantly disguised as impossible situations. Charles P.

Tax Issues and Resources Relevant to Legal Aid Attorneys and Clients.

8/8/2015 Charges for Community Based Services. 8/8/2015 Introduction Purpose is to establish a uniform fee collection policy that: Is equitable Provides.

Commonwealth of Massachusetts Executive Office of Health and Human Services Improving the Commonwealth’s Services for Children and Families A Framework.

Child Support Services Date. Purpose Child Support Services exists to establish and enforce court orders for paternity, child support and medical support.

1st Annual CARE Conference Massachusetts Lifespan Respite Coalition November 2, 2012.

National Club Association th Street NW | Suite 450 | Washington, DC Toll Free: | Fax: NATIONAL.

IN CHILD SUPPORT PERFORMANCE MEASUREMENT AND MANAGEMENT.

Working with Veterans and the Military: Effective Case Processing and Customer Service Margaret Campbell Haynes, Esq., Senior Associate with the Center.

WORKING WITH INCARCERATED NCPS Ray Eibel EDSI ERICSA 50 th Annual Training Conference & Exposition ▪ May 19 – 23 ▪ Hilton Orlando Lake Buena Vista, Florida.

Overview of the Florida State Disbursement Unit. The Role of the State Disbursement Unit (SDU) Operate a single statewide centralized payment and distribution.

Establishing Parenting Time in Initial Child Support Orders Debbie Edwards, Moderator Adrienne Noti Pam Sala Karen Oehme ERICSA 50 th Annual Training Conference.

The Role of Modernization in Public Service Delivery.

COLLABORATIVE RELATIONSHIPS BETWEEN IV-A, IV-E AND IV-D Patterson Poulson Angela Bellamy Leslie McGrew ERICSA 50 th Annual Training Conference & Exposition.

National NCP Employment Demonstration Grant Jackie Scharping, Director Bureau of Child Support.

WISCONSIN/ILLINOIS AND INDIANA SHARING AND CARING FOR OUR CHILDREN’S FUTURE ~WISCONSIN/ILLINOIS/INDIANA BORDER PROJECT~

Children thrive in safe, caring, supportive families and communities Title IV-D Program Overview IPAC Office Administrators Course May 8-9, 2013 Karla.

Program Adds for RSS Webinar Presentation Version 1

Measurement Standardization in Perkins The Perspective from the Integrated Performance Information (IPI) Project Data Quality Institute June 14, 2005 Bryan.

Enhanced Parental Involvement Collaboration (EPIC) San Francisco Department of Child Support Services Karen M. Roye, Director.

Colorado’s Child Support Services Program

2012. UWATX Program Areas Navigation Center Services.

DC Child Support and the Fatherhood Movement. The New Face Of Child Support ENFORCER SUPPORTER.

Georgia Department of Human Services Insert Presentation Name Presenter: Presentation to: Date: Georgia Department of Human Services Georgia Division of.

 Sana Riaz  Registration No  Saira Khalid  Registration No

Overview of the Economic Self-Sufficiency Program for Community Partners.

FPLS State Services Portal It’s a Whole New World

Integrated Performance Information (IPI) Project Mike Switzer Workforce Florida, Inc. Jay Pfeiffer Florida Department of.

Advancing Cooperative Conservation. 4C’s Team An interagency effort established in early 2003 by Department of the Interior Secretary Gale Norton Advance.

ERICSA 50 th Annual Training Conference & Exposition ▪ May 19 – 23 ▪ Hilton Orlando Lake Buena Vista, Florida Diversifying Customer Service Date Presenter:

Arrears Management Two States, Two Ways

Family Support Program of Albemarle County February, 2010.

Collections, Outreach, and Beyond Presenters: Tanguler Gray, DCSS Director Stephen Harris, Associate General Counsel Presentation to: DHS Board Member.

Kansas Youth Vision Team: Serving Our Neediest Youth Atlanta, GA September, 2006.

Florida Literacy Coalition, Inc. Florida’s Adult and Family Literacy Resource Center 2005 ANNUAL MEETING PROGRAM OVERVIEW.

Introduction to the Tribal Child Support Enforcement Program.

EEC Annual Legislative Report February Context Legislative language that requires EEC to submit an annual report on Universal Pre- Kindergarten.

ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Communication between the States:

© 2002 San Diego Gas and Electric Co. and Southern California Gas Company. All copyright and trademark rights reserved. SDG&E & SoCalGas Winter Bill Programs.

U.S. Department of Education Safeguarding Student Privacy Melanie Muenzer U.S. Department of Education Chief of Staff Office of Planning, Evaluation, and.

+ New Coordinators Session LPC Roles and State Mandates Presented by: Ruth Fernández, Contra Costa County LPC Cathy Long, San Joaquin County LPC CCCCA.

Title IV Administration is a Team Sport

Georgia Department of Human Services Insert Presentation Name Presenter: Presentation to: Date: Georgia Department of Human Services Georgia Division of.

Presented to: DHS Board of Directors Presented by: Ashley Fielding Date: December 9, 2015 DHS Legislative Update Georgia Department of Human Services.

MAINE Works! TANF and ASPIRE Programs DHHS Office for Family Independence.

Enhancing Customer Service to Parents Receiving Child Support Services Presenter: Rachel Dawkins, Community Outreach Coordinator ERICSA 50 th Annual Training.

1 Board of Early Education and Care EEC Annual Legislative Report: Update March 10, 2009.

FEDERAL, STATE, AND LOCAL INFLUENCE ON EDUCATION.

Technology Services Division Rebecca Stilling Deputy Director.

Board Meeting February 17, 2016 Tanguler Gray Child Support Director Stronger Families for a Stronger Georgia 02/11/16.

Parenting Time in Michigan Pam Sala Chief Asst. FOC Operations Oakland County, Michigan ERICSA 50 th Annual Training Conference & Exposition ▪ May 19 –

California Department of Child Support Services: An Overview California Department of Child Support Services: An Overview.

LOCATE 2013: WHAT'S NEW AND WHAT'S Best Susan Clapp Kerry Newcombe and John Clark ERICSA 50 th Annual Training Conference & Exposition ▪ May 19 – 23 ▪

The FACE OF CHILD SUPPORT In California Child Support Directors Association of California.

Fresno County Department of Child Support Services Employer Workshop Welcome.

“ Child Support Services and Parents Working Together for Children” Tehama County Child Support Services.

Our Services US : +1(949) | India: | Accounting Services.

1 Office of Community Services Division of State Assistance COMMUNITY SERVICES BLOCK GRANT Office of Community Services Division of State Assistance Update.

Creating a P.L Plan.

Presentation transcript:

Providing excellent Customer Service to mothers and fathers HELENE TUNSTALL, CHIEF CUSTOMER SERVICE OPERATIONS NJ Department of Human Services Division of Family Development Office of Child Support Services ERICSA 50 th Annual Training Conference & Exposition ▪ May 19 – 23 ▪ Hilton Orlando Lake Buena Vista, Florida

Our Key Ingredients for Success Executive Oversight Board Support Project Planning Project Development Teams – Financials – Customer Service – NJKiDS Subject Matter Experts IVR, Telecom & Technical Media Team Stakeholders Briefings Development Enhanced Training Implementation Planning

Managing and Disseminating Information “The Stone Age” “The Information Age” LOW IVR/WEB MEDIUM to LOW VOLUME STATE Call Center HIGH VOLUME Local Agencies HIGH VOLUME State Child Support IVR MEDIUM VOLUME SDU Call Center LOW State Call Center MIN Local

Customer Services Statewide Customer Service Call Center – Answer questions across all functional areas – Update demographic information including address and employer information – Generate and reprint notices from State’s automated child support enforcement system (NJKiDS) – Send systematic referrals to state/local offices Interactive Voice Response System – Enhanced case information – Outbound calling – Auto-request notices and forms – Update certain demo info – Make a payment

THE IVR & WEB …LET’S TAKE A LOOK Custodial Parent Case level payment information Stored value card activity Last 5 payments issued for case Eligibility for various enforcement actions License/Passport/Bench Warrant/Income Withholding Recovery against overpayment Non-Custodial Parent Receipt level payments information Make payments by phone Last 5 payments received Status of enforcement actions License Status, Bench Warrants Income Withholdings/Passport Recovery against insufficient funds

NON CUSTODIAL PARENT VIEW - ENFORCEMENT

CUSTODIAL PARENT VIEW ENFORCEMENT

NON CUSTODIAL PARENT VIEW - FINANCIALS

CUSTODIAL PARENT VIEW - FINANCIALS

CUSTODIAL PARENT IVR MENU

NON CUSTODIAL PARENT IVR MENU

TAKING A “CONCIERGE” APPROACH TO PROVIDING SERVICES Custodial Parent Assistance Programs TANF SNAP Child Care Housing Programs Community Resources Food Banks and Pantries Parenting Programs Non Custodial Parents Job placement assistance Legal Services Fatherhood Programs vocational and professional development personal development Responsible Parenting Program Full time Social worker assigned at point of entries Child Support issues in the institution (paternity, orders, motions, etc.) Parenting classes Life skills classes Post release assistance

WHY IMPROVED CUSTOMER SERVICE IS BETTER BUSINESS  Organizational efficiencies  Budget reductions  Worker productivity  Targeted customer service  Accountability

Helping Our Legislators Serve Their Constituents  Outreach to State Legislator’s explaining the new Customer Service Business Process  Provide customer & program news and announcements  Provide third party authorization form for expedited communication on case information  Provide all legislators a direct toll free number to our CS units to utilize and discuss Child Support constituent concerns

NEW JERSEY’S CUSTOMER SERVICE MANAGEMENT SUPPORT STAFF Alisha Griffin – Office of Child Support Services Director Helene Tunstall – Chief of Customer Operations – – (609) Sara Pascale – Customer Service Manager – – (609) Joe Travea – Customer Service Manager Media and Public Information – – (609)