January 2024 NCSEA CSQ

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customers are not forgotten. Potential customers will remember how they felt on that first phone call, or the language on their first online application, and it’s imperative that child support professionals put their most compassionate foot forward from the beginning. Conclusion & Practical Tips for Attracting Customers to the IV-D Program Behavioral economics suggest that child support agencies can attract potential customers by making it easy for them to apply and giving them great customer service. Even with all the digital ways to communicate with current customers and potential customers, many still prefer traditional ways of communicating, such as phone calls and face-to-face appointments. The best way to engage potential customers is to communicate with them in their preferred way and to continuously improve the ways the child support program offers services, promotes programs, and communicates with customers. In addition to targeting a specific audience, to achieve the best results agencies must keep in mind that marketing messages should reflect the social and economic context in which potentially eligible clients live. i Richard H. Thaler and Cass R. Sunstein, (2021) Nudge: The Final Edition ii Thaler and Sunstein, 3 iii Ibid., 11 iv Daniel Schroeder and Ashweeta Patnaik (2016) Texas Integrated Child Support System: Final Evaluation Report Ray Marshall Center, University of Texas at Austin. https://sites.utexas.edu/raymarshallcenter/files/2016/10/ICSS_Local-Rule_Final_Sep2016.pdf v Thaler and Sunstein, 3 vi https://www.pewresearch.org/short-reads/2020/03/05/most-americans-rely-on-their-own-research-to-make-big-decisions-and-that-oftenmeans-online-searches/ vii https://www.urban.org/research/publication/improvements-public-programs-customer-service-experiences, 3 viii Ibid. ix Ibid., 13 x APA Dictionary of Psychology, Primacy Effect https://dictionary.apa.org/primacy-effects xi https://www.urban.org/research/publication/improvements-public-programs-customer-service-experiences, 3 Taylor Ashe is a Policy Program Consultant for the Program Initiatives team with the Virginia Division of Child Support Enforcement. He started with the agency in February of 2021 and currently serves as the Project Manager for Virginia’s Safe Access for Victims’ Economic Security (SAVES) demonstration grant. Taylor’s interests in research design, data analysis, and critical theory keep him busy reading about, designing, and implementing human-centered services that reflect the needs of the citizens he serves. Taylor has a master’s degree in public administration from the University of Georgia.
Texas Succeeds in Extending New Hire Reporting Requirements to Rideshare Drivers by Joel Rogers, Associate Deputy Attorney General for Child Support Legal Services, Texas Office of the Attorney General In 2021, the Texas Legislature passed House Bill (HB) 458, which specifically clarified that rideshare companies operating in Texas must comply with the state’s new hire reporting requirements for their independent contractor drivers. Upon enactment by the Governor, this legislation, combined with collaboration among the Texas Title IV-D agency, the Office of the Attorney General – Child Support Division (OAG-CSD), and one major rideshare company, has generated millions of dollars in new child support collections through income withholding for Texas families. As a bit of background, Texas law has historically defined compensation paid to independent contractors as “earnings” and specified that “earnings” are the basis of guideline child support calculations and are subject to income withholding for child support. However, the term “earnings” was not used in the state’s statutes related to new hire reporting requirements, which just referred to traditional employment terms like “employer” and “employee.” In 2015, the Texas Legislature attempted to address this issue by expanding the definition of “employee” in the new hire reporting laws to include “individuals hired as independent contractors.” However, other language in the state’s new hire reporting statutes still utilized terms like “employer,” “newly hired,” and “rehired,” which still seemed to apply
Page 2 and 3: Table of Contents January 2024 Pres
Page 4 and 5: Also at the last Board meeting, we
Page 6 and 7: and seeking guidance as needed on s
Page 8 and 9: Congress Shines a Light on Federal
Page 10 and 11: I was asked to testify on Monday af
Page 12 and 13: inter-jurisdictional; and (3) the p
Page 14 and 15: speaking on behalf of the whole chi
Page 16 and 17: and State Child Support agencies ca
Page 18 and 19: Tom Joseph has represented public s
Page 20 and 21: Behavioral Economics and Attracting
Page 22 and 23: While these are powerful tools that
Page 26 and 27: primarily to traditional W-2 employ
Page 28 and 29: compliance with the clarified new h
Page 30 and 31: enabling them to be utilized as bot
Page 32 and 33: Thursday, NCSEA President Erin Fris
Page 34 and 35: Breaking the Mold: Exploring Non-Ca
Page 36 and 37: simple cash payments. They can cont
Page 38: Conclusion Non-cash child support c

January 2024 NCSEA CSQ

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