1. 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

2. 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

3. 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 www.njchildsupport.org State Child Support IVR MEDIUM VOLUME SDU Call Center LOW State Call Center MIN Local

5. 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

6. 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

7. NON CUSTODIAL PARENT VIEW - ENFORCEMENT

9. CUSTODIAL PARENT VIEW ENFORCEMENT

10. NON CUSTODIAL PARENT VIEW - FINANCIALS

11. CUSTODIAL PARENT VIEW - FINANCIALS

12. CUSTODIAL PARENT IVR MENU

13. NON CUSTODIAL PARENT IVR MENU

14. 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

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

16. 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

17. NEW JERSEY’S CUSTOMER SERVICE MANAGEMENT SUPPORT STAFF Alisha Griffin – Office of Child Support Services Director Helene Tunstall – Chief of Customer Operations – helene.tunstall@dhs.state.nj.us – (609) 631-2643 Sara Pascale – Customer Service Manager – sara.pascale@dhs.state.nj.us – (609) 631-2787 Joe Travea – Customer Service Manager Media and Public Information – joe.travea@dhs.state.nj.us – (609) 631-2785