CHILD SUPPORT SERVICES

2020 ACCOMPLISHMENTS

• Orange County Department of Child Support Services (CSS) collected and distributed $199 million in Federal Fiscal Year 2020, representing an eight percent increase in collections from the $185 million previously collected in FY 2019. • Expanded virtual child support services offered through the implementation of virtual appointments, phone appointments, virtual court hearings and a new appointment self-scheduler tool for customers. • CSS introduced a new option of settlement conferences for the customer. The settlement conference incorporates a new business process allowing a CSS attorney to meet with customers during their order establishment process as an alternative to going through a virtual court hearing. • The National Association of Counties has honored CSS with the 2020 Achievement Award for its “Safe Access to Child Support Services” initiative. The program focuses on child support customers who may have experienced domestic violence in their lives.

2021 GOALS

• Using techniques of case data analysis, customer surveying, customer/staff focus groups, and business process analysis, document the customer’s experience and journey in order to identify enhancement opportunities. • Through partnership with Operational and Research teams, complete area effectiveness assessments for several case management areas in order to drive resource allocation decisions. • In a joint effort with California Child Support Services and OC Superior Court, complete implementation of electronic filing functionality for submission of documents between case management system and court document system. • Successfully complete final phases and closeout activities for multi-year grant from the federal Office of Child Support Enforcement to implement new digital marketing strategies and increase case openings.