Recognize and Provide Individualized Services to Customers

TACTICS

Ending enforcement of child support past due amounts owed to the state that the Department has determined to be uncollectible

Business Problem/Opportunity: With the passage of AB 135, the Department has been mandated to eliminate past due child support for individuals whose state-owed debt is deemed uncollectible.

Current Status: Small green dots increasing in size and forming a circle 67% completed

Business Outcomes: 

  • Remove barriers, such as uncollectible debt, that has been identified as impeding efficient and timely child support payments
  • In reducing uncollectible debt, the end goal is to eliminate any new uncollectible debt accrual

Critical Success Factors: Child Support Enforcement System changes, including but not limited to removing automated enforcement actions for the mandatory populations identified in AB 135. Increase collections by making state-owed debt more manageable. Decrease uncollectible arrears owed to the state. Improve long-term program effectiveness by reducing enforcement workload on uncollectible debt

  • Progress: Ending Enforcement of Uncollectible Debt – AB 135 67% 67%

Enact Foster Care Referral Review

Business Problem/Opportunity: The Foster Care Arrears policy provides a targeted approach to address racial and income-based disparities within the child welfare and child support systems. This policy seeks to eliminate foster care arrears owed by parents whose children were previously in care

Current Status: Small green dots increasing in size and forming a circle 45% completed

Business Outcomes: 

  • Create an equitable child welfare and child support system that fosters well-being and economic self-sufficiency for all families, irrespective of their racial or economic backgrounds

Critical Success Factors: Caseload and arrears balance (both with a target of 0 cases and $0) by January of 2025

  • Progress: Enact Foster Care Referral Review 45% 45%

Implement New Driver’s License Suspension Criteria

Business Problem/Opportunity: Implement an income threshold for the list sent to the DMV (that could be used to deny, withhold, or suspend a driver’s license) for Persons Ordered to Pay Support whose annual household income is at or below 70 percent of the median income for the county in which it is believed the individual resides. This is a change from the current submission process, which does not have an income threshold

Current Status: Small green dots increasing in size and forming a circle 20% completed

Business Outcomes: 

  • This change will prevent financial harm to lower income Persons Ordered to Pay Support by alleviating DMV fees
  • Prevent possible lost wages due to an inability to commute to and from work
  • Help to avoid disruption with family engagement and co-parenting

Critical Success Factors: Significant reduction in State License Match submission to DMV from Child Support Services

  • Progress: Implement New Driver’s License Suspension Criteria 20% 20%

Extend Payment Relief for Parents Released from Incarceration

Business Problem/Opportunity: Extend the resumption of a child support obligation timeframe, to allow parents enough time to ensure stable employment and get back on their feet post-incarceration

Current Status: Small green dots increasing in size and forming a circle 42% completed

Business Outcomes: 

  • Parents will have an opportunity to gain employment after release from incarceration, before reinstating payments toward their child support obligation(s)

Critical Success Factors: An increase in paid child support obligations post implementation

  • Progress: Extend Payment Relief for Parents Released from Incarceration 42% 42%

Expand Equity Groundwork

Business Problem/Opportunity: An Equity Impact Assessment (EIA) systematically examines how different marginalized groups will likely be affected by a proposed action or decision. EIAs minimize unanticipated adverse consequences in various contexts, including the analysis of proposed policies, practices, programs, plans, and budgetary decisions

Current Status: Blue open circle 0% completed

Business Outcomes: 

  • Equity Impact Assessments will be a vital tool to monitor and better prevent disparate or disproportionate impacts and identify new options to remedy long-standing program inequities

Critical Success Factors: After implementation, Equity Impact Assessments will be conducted during the decision-making process of new projects and initiatives

  • Progress: Expand Equity Groundwork 0% 0%

Establish Equity Advisory Council

Business Problem/Opportunity: Focus on the lived experiences of customers from historically and statistically negatively impacted and marginalized communities. Provide valuable feedback and recommendations to improve program policies, processes, practices, and services that elevate equity

Current Status: Blue open circle 0% completed

Business Outcomes: 

  • Through thoughtful and collaborative deliberations, this council will advise department staff on strategic policies, strategies, and investments and elevating the voices of our diverse customers in our program decisions

Critical Success Factors: The number of recommendations and projects the council consults

  • Progress: Establish Equity Advisory Council 0% 0%

Implement Divisional Equity Planning

Business Problem/Opportunity: Develop Diversity, Equity, and Inclusion actions plan with intentional thought about ways to embed an equity lens into decisions, projects, and overall functions and areas of service. These plans will feed the development of department-wide Diversity, Equity, and Inclusion goals

Current Status: Blue open circle 0% completed

Business Outcomes: 

  • These plans will support the department embracing diversity
  • Divisions will be more inclusive of employee and customer voice and center equity in practice indicators and outcomes that matter

Critical Success Factors: After implementation, track action items and plans that are active, in development and yet to be started across

  • Progress: Implement Divisional Equity Planning 0% 0%

2022 - Increased Support to Families - COMPLETED - Distributing an additional $2.5M on average per month to California families

Explore providing customers with more support and money in their child support case

Business Problem/Opportunity: In response to the passage of Assembly Bill 79, the Child Support Enforcement system design must be changed to increase the support passed through to aided families.

Current Status:  100% completed

Business Outcomes:

  • Child Support Enforcement system enhancements to improve case services
  • Child Support Enforcement interface with IV-A software system
  • Increased money to families
  • Distributing an additional $2.5M on average per month to California families

Critical Success Factors: Child Support Enforcement will receive information regarding family unit from IV-A software interface. Increased support successfully distributed to persons receiving support

2020 - Payment without Mandatory IWO - MOVED

Rolled into Flexible Case Management

Pilot a program that allows paying parents to fulfill their child support order without a required income withholding order

Business Problem/Opportunity: 

  • Implement a pilot program that allows paying parents to make child support payments without an income withholding order

Current Status: Yellow triangle with a white exclamation mark inside Moved

2020 - Explore Parenting Time Orders - WITHDRAWN

* Grant application window did not allow for timely submission of project

2020 Explore Ability To Establish Parenting Time Orders

Business Problem/Opportunity: To write a grant proposal seeking federal funding from the Office of Child Support Enforcement through the Access and Visitation grants. The goal is to develop programs and parenting time options for child support participants.

Current Status: Gray circle crossed out Withdrawn/closed

Business Outcomes:

  • If the grant is approved, California Child Support Services will have the opportunity to provide greater customer engagement by having a resource available regarding custody and visitation issues.
  • Options to explore are: mediation, development of parenting plans, education, counseling, visitation enforcement, and development of guidelines for visitation and alternative custody arrangements

Critical Success Factors: Increased customer satisfaction and better collaboration between California Child Support Services and Family Law Facilitators/Court Mediators

2020 - Accessibility Updates - COMPLETED

Update documents on the California Child Support Services website for accessibility

Business Problem/Opportunity: Ensure all California Child Support Services applications (Arrears Calculator, Online Application, brochures, and Public Facing Guideline Calculator) are compliant with the accessibility standards.

Current Status:  100% completed

Business Outcomes: 

  • Ensure all California Child Support Services applications (Arrears Calculator, Online Application, brochures, and Public Facing Guideline Calculator) are compliant with the accessibility standards

Critical Success Factors: ​Updated portions of the California Child Support Services website for easier accessibility