May 2022 CSQ

ChildSupportCommuniQue

Table of Contents
May 2022
President’s Message……………………………………………………………………… 3
Community Corner: Tribal Child Support: A Full Circle………….…………….……....5
Reimagining Possibilities and Elevating the Child Support Experience……………...8
An Exciting Overview of Highly Effective Child Support Training Programs……….13
How Courts Responded to the Pandemic……………………………………………...21
Value Stream Mapping…………………………………………………………………..30
Policy Forum Wrap Up………………………………………......................................36
NCSEA U Alumni Spotlight……………………………………………………………….42
NCSEA On Location: And So It Began………………………………………………….43

Lori Bengston
NCSEA President
Hello!
It seems as if 2022 just started and just like that it is April. As I write this
article, we are springing ahead into daylight savings time, and I look
forward to the longer, warmer days! I am anxious for the spring weather,
but before we say goodbye to winter, I would like to reflect a moment on
the tremendous success of the Policy Forum held in February. For those of
you able to join in person, it was good to see you again, and for those who
joined virtually, it was nice that you could be with us from afar. I was thrilled
with this year’s co-chairs, Connie Chesnik and Margot Bean, and how they,
along with their committee, really brought the theme of “Focusing on our
Vision – Recognizing our Perspectives” to life! I received a lot of positive
feedback on the content and the way each day built upon the last. It was an
informative and thought-provoking conference, and it left us with a lot to
consider on our way home.
Spring ahead and the 2022 Leadership Symposium is in full swing under
the capable direction of the conference chairs, Carla West, Phyllis Nance,
and Linda Rhyne-McKinley. The Leadership Symposium will be held
August 7-10 at the Westin in Charlotte, North Carolina. The theme will be
“Level Up…Transforming Tomorrow’s Leaders.” I hope you can join us for
this event, which will give us a wonderful opportunity to “level up” our
leadership skills. In keeping with the energy created at Policy Forum, we
will be looking at a variety of not only workshops and plenaries, but also
learning labs that will provide opportunities to put what we learn into action
and have some fun! Once again, NCSEA will focus on providing content
from a variety of perspectives to continue our commitment to diversity. So,
start making plans now and register today.

We realize that not everyone can attend conferences, so NCSEA offers
many opportunities to learn and connect with other child support
professionals, including a variety of Web Talks, NCSEA Connect events,
publications such as the Rapid Read and the Child Support Quarterly
(CSQ), along with social media posts on Twitter and Facebook, and
NCSEA’s On Location podcasts. To learn more about how you can take
advantage of these offerings, visit the NCSEA website at www.ncsea.org.
Last, but definitely not least, I would like to thank the committee co-chairs
and members for all the work they have done so far this year. I always
knew a lot of amazing work happened at the committee level, but not until I
was President, and able to pop in on committee calls, did I realize just how
much! The passion and enthusiasm of members is evident in each
committee, and the work that they are producing is impactful and shaping
the future of the program. We are fortunate to have so many child support
professionals with the experience, creativity, and energy to keep moving
our program forward, always with the goal of serving families to the best of
our ability.
There are lots of exciting things on the horizon, so please take advantage
of the programs and events that NCSEA offers so you can stay informed.
Our collective voice matters and staying engaged is the best way to make
the biggest impact and provide the diverse thinking that is critical now more
than ever.
NCSEA is always on the move—whether we are springing forward or
leveling up, you can count on NCSEA to be at the forefront of new ideas
and best practices to transform the child support program. We hope you
will join us on the ride!
_________________________________________
In addition to serving as NCSEA President, Lori Bengston is a Project Manager for
Young Williams and has been active in the child support enforcement program for over
16 years. She has direct supervision of the Nebraska Child Support Call Center,
including the Early Intervention Project. Lori has been a speaker at many child support
conferences on the topics of customer service, call centers, and early intervention. Lori
has been active in NCSEA for many years, previously serving on the Board from 2007-
2013. She is a Past President of the Western Intergovernmental Child Support
Engagement Council (WICSEC) and the Nebraska Child Support Enforcement
Association Board of Directors.

TRIBAL CHILD SUPPORT – A FULL CIRCLE:
The Past, The Present, and The Future
by Sandy Cloer, President & Marsha
Harlan, Immediate Past President
National Tribal Child Support Association
(NTCSA)
Forty-seven years ago, in 1975, Congress created the child support
enforcement program so that states could ensure parents met their
financial responsibility for their children. Twenty-one years later, Congress
amended the Personal Responsibility and Work Opportunity Reconciliation
Act of 1996 (PRWORA). This amendment authorized federal funding to
Indian tribes or tribal organizations for the purpose of operating a child
support enforcement program with the objectives of locating absent
parents, establishing paternity and support orders, as well as modifying and
enforcing those orders.
Over the last two decades, tribes have become very accomplished
regarding child support enforcement. Of course, much of the groundwork
for success was laid long before Congress amended PRWORA via the
Balanced Budget Act of 1997, as Tribal Courts were already independently
ordering and enforcing child support. Some tribes, however, were unable to
process their cases in Tribal Courts as their programs were managed
under the states and therefore child support cases were handled in those
state courts. When federal funding initially became available to Tribes, the
gravity of the program was placed on the necessity to alleviate public
assistance programs; however, it did not take long for Tribes to determine
that the most primary need for child support was, and still is, to support our

most precious assets by allowing our children to enjoy the same socioeconomic
footing as their non-Indian counterparts.
Today, 60 tribes/tribal entities operate federally funded child support
enforcement programs. For fiscal year 2022, $54.7 million was allocated for
tribal child support enforcement programs. This is an increase of $2.3
million from the previous year. By having these programs, tribes have
ensured that tribal children have equal opportunities as their non-native
peers. Our children have become more involved socially with their nonnative
peers than they have been in the past.
Tribes that operate child support enforcement programs have had some
challenges. Some tribes have struggled with automated systems to monitor
their programs. Smaller tribes do not have the resources to invest in large
systems that can do this for them. Coming up with the non-federal share of
their budget has also been a challenge, as well as training opportunities
and housing a program.
In addition, tribes have not been allowed some of
the tools available to state programs. It has only
been in the past few years that tribes have been
able to access the Federal Parent Locator
System (FPLS). Further, tribes are not permitted
to offset individual state and federal taxes. While
a huge collection tool for states, this exclusion is an immense barrier for
tribal programs. Fortunately, legislation is finally in Congress to allow tribes
to use federal tax offset. The Tribal Child Support Enforcement Act (S. 534)
has passed the Senate and is now waiting in the House. We are closer
than we have ever been before to having the same tools as state child
support programs.
Even though there have been challenges, much credit for the positive
achievements of tribes is simply due to the collaboration between states
and tribal programs as well as their respective judiciaries. Once tribes and
states started to work together as a matter of routine, it became obvious
that our efforts had long lasting positive impacts on our tribal communities,
which in turn affected the entire community.
Tribes have learned best practices from state child support programs. We
have had an opportunity to learn from their lessons and to lean on them for

support as we begin new initiatives. Congress has created more stringent
guidelines for federally funded state programs; however, the legislature
also provides substantial tools that haven’t always been available to tribal
programs. Over the last several years, OCSE has begun providing training
resources and tools to tribes.
By working together, we have historically been able to consolidate our
efforts to insure the most effective impact for all our children.
Sandy Cloer is Director of the Eastern Band of Cherokee Indians in North Carolina, and
the current President of the National Tribal Child Support Association (NTCSA).
Marsha Harlan is a partner in the firm of Legal Advocates for Indian Country, LLP and
served as President of NTCSA from 2017-2021.

Reimagining Possibilities
and Elevating the Child
Support Experience
by Mayra Marquez,Senior Manager,
Deloitte and Chelsea Rios,
Consultant, Deloitte
The past two years have served as a catalyst for change for the future of
child support programs. Organizations across the country are reevaluating
their interconnected processes, technology, and structures to sustain their
operations and mission. As child support organizations continue to adapt to
shifting needs of customers, they must evaluate all aspects of their
organization and consider new ways of thinking and approaching their
work. They must continually ask: What should we invest in to reimagine
possibilities and elevate the future of Child Support programs so that
people - families, staff, constituents – and their varied experiences are at
the center of all that we do? Organizations today have the unique
opportunity to capitalize on the current momentum for change to drive
meaningful impact; it’s more than just adapting, it’s about elevating. It’s
time to elevate the child support experience.
Leading with Human-Centered Design
As child support organizations continue along the journey of organizational
change, they can lead with a
human-centered approach to
keep the experience of staff,
customers, and constituents at
the center of their day-to-day
work. Human-Centered Design
(HCD), a research-based
methodology which blends
design, strategy, research, and

entrepreneurial thinking, brings the human being into focus by starting with
the premise that individuals’ beliefs, values, feelings, and ambitions are
important because they form the foundation for who they are and what they
want from the organizations with which they engage. HCD can be applied
in multiple scenarios—whether an organization is designing a new
technology system, updating key processes, or developing new services.
Defining and driving change with workers and customers (as opposed
to implementing changes to them) is essential to HCD and helps promote a
greater level of adoption, ownership, and impact for the process,
technology, and structural changes that await the future of child support.
We’ve seen a clear focus on the human experiences of workers, families,
and constituents during recent strategy sessions, surveys, and a futurefocused
hackathon with child support leaders and employees. These
discussions have also revealed priorities that child support organizations
are focusing on now and as they continue to adapt and transform both the
workforce and customer experience.
Rethinking the Workforce Experience
One key theme we’ve heard from child support leaders and employees is
that an investment in the workforce is necessary for child support
organizations to continue to accomplish their missions despite
shifting contexts and customer needs. Leaders and employees report
that serving the future customer as a modernized organization requires retraining,
re-skilling, and re-structuring of internal processes and culture. For
example, the onset of the pandemic offered both an opportunity and a
necessity for child support organizations to pave new paths of collaboration
and communication across once-siloed departments in their organizations.
We’ve engaged regional child support program teams who have committed
to establishing collaboration channels using virtual tools for crossdepartmental
communication and customer issue resolution. What were
once silos are now avenues for increased collaboration, partnership, and
innovation. Some organizations have used similar virtual tools to quickly
coordinate language services across regions and departments in real-time,
increasing accessibility to their diverse customer base. However, from this
innovation also comes a renewed need for updated training, processes,
and structures for the workforce that powers it. In order to fully realize the

enefits of continuous innovation, opportunity, and impact, organizations
must intentionally invest in their workforce.
Child support organizations can foster
further adaptability, skillsets, and
productivity within their workforce by
proactively investing in their workforce’s
training, resources, and career
development opportunities. Several
child support teams we’ve engaged with
have suggested the launch of new
education and learning resources through a leadership academy model,
aiming to strengthen the skills of leaders and employees so that they may
better navigate and thrive in the hybrid environment. With this support, child
support workers are better equipped to drive their own professional
development, learning opportunities, and career paths, therefore increasing
the positive impact they have on the customer. Similarly, several child
support organizations are empowering workers to drive their own learning
through online course providers that helps organizations develop workforce
skills through self-paced learning opportunities.
Using Technology to Meet the Customer Where They Are
To truly reimagine the future of child support programs and elevate the
experience of customers, child support organizations should meet
customers where they are, understand their needs and concerns, and
respond appropriately and timely. While this approach may seem simple, it
involves a thorough assessment of sometimes multiple different customer
service interaction points.
Child support organizations must first consider how they are sourcing and
analyzing the voice of the customer. Customer feedback comes from
many mediums today, including social media, traditional focus groups and
interviews, feedback surveys, and data analytics. Organizations should
consider the power of both qualitative feedback and real-time, proactive
data analytics to provide the widest representation of feedback from their
impacted stakeholders. An example of this includes the launch of more
adaptable and data-based feedback forums (e.g., chat bots, customer
service helplines, website sentiment surveys, etc.) to not only capture
stakeholder comments and concerns, but to disseminate the findings real-

time to appropriate parties. Once organizations have established the forum
for this feedback, they must then consider how they may consistently track,
analyze, and assess the changing needs and preferences of customers.
Once the data is analyzed, organizations are better equipped to make datadriven
decisions to further expand and adapt services, mediums, and
interaction points with the people at the center of the experience.
As child support organizations assess and
react to the voices of their customers,
assessing their needs, preferences, and
overall experience, they must then ask, “What
new, convenient, and innovative ways can we
provide to meet the needs of the customer
in a hybrid environment?” This evaluation is
critical as customers of today have varying
internet and connectivity, language, and accessibility needs. For example,
many organizations have shifted to virtual court hearings to meet a wider
range of their customer base. In fact, these virtual connection opportunities
have proven to increase the availability and accessibility for many
customers to attend court. Child support organizations must also explore
and reimagine how they communicate information and resources to
customers across the hybrid environment. For example, many teams we’ve
interacted with in the field have shared their interest for more automation
around notifications and just-in-time resources to clarify the child support
process and expectations. Additionally, other teams have expressed their
desire for increased self-service functionality for customers to conveniently
upload documents, receive status on their case, and more. These
technology-powered innovations will not only help to streamline processes
and reduce employee workload, but also increase the quality and time for
human-centric interaction points. However, with these innovations in mind,
it is important to, again, meet the customer where they are.
Through the process of innovation and change, child support organizations
must continually provide equitable services to all they serve and with
whom they partner. While virtual mediums have proven convenient for
some, other customers face internet, accessibility, and financial limitations.
Child support organizations can best support their entire customer base by

adopting true hybrid customer interaction
points. For example, some organizations
have opted to set up self-service kiosks in
customer-service buildings. While these
kiosks and the buildings themselves may
have reduced staff, the kiosks provide a
one-stop shop for those who need an
internet connection or simply prefer the
in-person experience. As organizations focus on “right-sizing” their physical
buildings and service opportunities, they have the opportunity to realize
increased productivity and satisfaction from both customers and
employees.
Where We Start
Reimagining the future of child support
programs is an ongoing process and
investment in time, financial resources,
creativity, and dedication. However, the
future of child support can also begin
today with each individual involved in
the process. As partners, employees,
and leaders in this community we must
finally ask ourselves: How we can use the technology, tools, and resources
to magnify the human-centricity of our own interaction points throughout the
process? The possibilities are unlimited.
Mayra Marquez is an experienced change leader who works with state and local
government organizations on their most complex transformation challenges. She has
led change, culture, and organizational design work with organizations across the US.
Her current work focuses on helping government organizations prepare for and
transition to the future of work. Additionally, Mayra has experience working with
research institutions and nonprofits on communication planning/implementation and
stakeholder management.
Chelsea Rios has experience working closely with child support organization teams,
specifically through organization and stakeholder strategy. Chelsea specializes in
change management and stakeholder engagement and is energized to help child
support organizations reimagine how they can amplify their impact.

An Exciting Overview of Highly Effective
Child Support Training Programs
by Daryl Baker, PhD, University of Oklahoma, Center for Public
Management
Laurel Eaton, Project Coordinator, University of Oklahoma, Center for
Public Management
Joyce Match, Deloitte Consulting LLP
Karen Winkler, Director, Bucks County Domestic Relations Section
The adage “You don’t know what you don’t know” makes a dedicated
training program essential for all staff within many organizations, including
child support agencies. Any effective training program requires an
investment of time and resources to produce well-trained staff who feel
empowered to work independently. In her four-year study on the type of
learning environment that best helps adult learners grow and develop,
Dorothy Billington, PhD., documented key factors of the Seven
Characteristics of Highly Effective Adults Learning Programs i . The
characteristics may be summarized as:
1. A safe, supportive student environment
2. An environment fostering intellectual freedom
3. A peer-to-peer student faculty environment
4. Optimal pacing for participants
5. Active participant involvement in the learning process
6. Self-directed learning, where students take responsibility for their
learning, and
7. Regular feedback from students to faculty
This article looks at three child support training programs and aligns them
to characteristics of effective adult learning that make these programs
successful.
Oklahoma Training Program and Child Support Certification
In 1994, the Oklahoma Department of Human Services, Child Support
Services (OKDHS-CSS) began its training partnership with the University of
Oklahoma, Center for Public Management (OU-CPM). The partnership

egan with video production of training classes and the development of inperson
training sites. Over the years, the partnership with OU-CPM
services has steadily grown and the CSS Training Program run by OKDHS-
CSS has been significantly enhanced to include:
• Training and related instruction for all components of the Oklahoma
Child Support Services training program in collaboration with the CSS
program field representatives, OU-CPM instructional designers and
curriculum developers, who share the development and instruction of
courses. This includes training in OKDHS-CSS policy, functional
procedures, core soft skills, as well as instruction on the Oklahoma
State Information System (OSIS).
• The Child Support Specialist Certification Program works to ensure a
high standard for the management of child support cases through
worker assessments and evaluation of skills, following a standard
approach. The affiliation with the University of Oklahoma provides
access to resources that make the program exceptional. Individuals
must apply to participate in the Certification Program, and workers
receive monetary compensation for completing different segments of
the program.
• In addition, OU-CPM provides support for:
o Instructional design, curriculum development, and updates
o Updates to the CSQuest website, the essential online learning
library for child support professionals which contains training
tools to help employees in their daily work. This website
became a lifesaver during the pandemic, as it reflected the
rapid changes being made to the program.
o Web-based training through the Oklahoma Learning
Management System (LMS) and other means
o Training sites/facilities systems
o Training research and evaluation
o Project management and coordination
Currently, the Oklahoma LMS offers 76 CSS-specific courses for staff,
most of which are conducted virtually:
• 31 different instructor-led courses are taught multiple times
throughout a given year by subject matter experts (SMEs). Twentythree
of the instructor-led courses use pre- and post-testing to
measure learning.
• 10 large learning events where staff are brought together in large
groups 1 to 4 times per year depending on the group. These events

serve as professional development for office staff, supervisors,
managers, and attorneys from around the state.
• 26 self-paced courses that are available to employees at any time.
Courses cover a variety of topics such as job-specific trainings, IT
security, safeguarding IRS tax information, and wellness.
• 9 on-line course certifications available to employees who participate
in the Child Support Certification Program
In addition to exclusively developed Child Support classes, learning
opportunities are provided under the overarching Oklahoma Human
Services division requirements. In 2021, the CSS Center for Professional
Development facilitated over 757 hours of training to Child Support
employees. Since 2020, there have been over 16,598 enrollments in CSS
courses.
The Certification Program consists of four core assessments (Case
Fundamentals, Communications, Ethics, and Medical), four functional
assessments (Enforcement, Establishment, Finance, and
Intergovernmental), and a Recertification assessment. Since the inception
of the program 18 years ago, over 4,800
assessments have been administered, with
the number per year trending upward over
the past four years. In 2021, 225
assessments were administered. As of
December 1, 2021, 49% (122) of the filled
CSS positions (248 child support specialists)
are participating in the Certification Program,
with 52 people fully certified and 70 people
certified in at least one specialized area.
Victoria Harrison, CSS Assistant Division Director, Center for Professional
Development, says, “Our OU-CPM training partners are more than
partners, they are our peers and are critical to the mission of our program
and our professional work standards. Our partnership allows Child Support
trainers to focus on being subject matter experts and content deliverers
while OU-CPM focuses on details like space, effective learning
methodology and accessibility rules.”

Pennsylvania Child Support Enforcement Training Institute
For more than 20 years, Pennsylvania State University has partnered with
the Pennsylvania Bureau of Child Support Enforcement (BCSE) and the
Domestic Relations Association of Pennsylvania (DRAP) to provide
comprehensive training to child support workers through the Pennsylvania
Child Support Enforcement Training Institute (PACSETI). PACSETI
provides:
• Training and related instruction for all facets of the Title IV-D Child
Support Enforcement (CSE) Program, including basic instruction in
the Pennsylvania Child Support Enforcement System (PACSES).
Most courses allow for self-registration and can be taken at any time
for initial or refresher learning.
• Curriculum development and curriculum updates
• Updates to the online Child Support Program Manual (CSPM)
• Web-based training, including worker assessments and training
evaluations
• On-site and/or customized training on request
• Project management
In 2021, PACSETI served more than 2,200 child support workers through
more than 300 trainings and more than 18,000 course enrollments. During
the pandemic, PACSETI developed 67 new training products and revised
120 training offerings through curriculum restructure and development.
Pennsylvania’s focus on providing accessible, thorough training has helped
Pennsylvania to consistently rank as a top performer in the Federal
Performance Measures, including currently
having the highest ranking for the Current
Support collections measure. Jaylene
Bowers, Division Director for the Bureau of
Child Support Enforcement, says, “PACSETI
provides critical support for BCSE’s mission
to ensure that Pennsylvania families are
served by professional and knowledgeable
child support staff, and the training helps ensure that child support
guidelines and enforcement remedies are applied equitably statewide.”
PACSETI’s success in Pennsylvania can be largely attributed to five
hallmarks of the program:

1. PACSETI designs, develops, delivers, and evaluates all its training
products to ensures a high standard of accuracy and consistency
across online and written materials, instruction, and messaging of the
faculty. Instructors all have direct work experience within the
Pennsylvania child support system, and include former county field
workers, managers, directors, and attorneys. PACSETI relies on input
and feedback from its partners to ensure customer satisfaction.
2. There is no cost to the individual Pennsylvania counties to participate
in training. Enrollment in all classes is free, and there is no limit to the
number of times an employee can retake courses to review and
reinforce key program points. PACSETI retains a history of the
courses an individual takes over their lifetime so that it can be used
as a guide for selection or assignment of additional courses.
3. In addition to providing structured online learning, a county can
request that PACSETI create an independent learning experience to
train an individual for a particular position unique to that county.
Instructors tap into their own experience and expertise to focus on the
skills necessary to be learned or strengthened to successfully fulfill
the individual’s job responsibilities.
4. PACSETI quickly adapts to organizational learning needs. PACSETI
must develop and update courses immediately to address changes in
Pennsylvania’s statewide computer system and programmatic or
legislative shifts. This relieves the pressure on individual counties to
do the training themselves. During the pandemic, PACSETI quickly
switched to total, self-paced, online training that could be used by
individuals working at home with limited technology.
5. PACSETI provides professional development training to assist future
child support leaders. The resources offered may not otherwise be
available to individual counties.
Washington, D.C. Training Program
While University-assisted training programs are wonderful resources when
they are available, other jurisdictions use different methods to provide
training to new hires and experienced staff. The District of Columbia has an
in-house resource that offers a varied training curriculum on a periodic
and/or as needed basis. Their course catalog contains several dozen
stand-alone courses ranging from general topics, such as the overall Life of
a Case, to specific subjects, such as Enforcement, and to targeted
instruction on tools used by the child support agency like Box, FPLS, and
CLEAR.

The District of Columbia is currently embarking on a “Back to Basics”
campaign. This campaign combines goal setting and training on all aspects
of the Child Support Services Division, at the agency, managerial, and
individual unit levels. This reset, which is largely led by middle-manager
staff, comes after two years of remote
work, and has several objectives: to
strengthen connection and community, to
validate and re-train standard processes,
and to reinforce the accountability for
every unit’s work as being important to
the success of each case. Sophia Ticer,
Deputy Attorney General, IV-D Director of
the Child Support Services Division says,
“The CSSD reset was essential for our
agency to be better as a whole and for the children and residents of the
District of Columbia. We found deficiencies in the staff knowledge base and
decided to go back to basics for us to move forward.”
Characteristics of Effective Training Programs
Reviewing the three child support training programs outlined above in the
context of the Seven Characteristics of Highly Effective Adult Learning
Programs (Billington, 2000), shows that while all characteristics are
represented to some degree in each program, a couple of characteristics
prominently stand out. This is especially true for the following
characteristics:
A safe, supportive student environment
In Oklahoma, the training program incorporates the characteristic that
learners are “accepted and respected as intelligent experienced
adults whose opinions are listened to, honored, and appreciated”. An
example of this principle is the Oklahoma Consistent Excellence
Program (CE) where individuals come together to identify, document,
and continually improve best practices and implement them as CSS
Standard Operating Procedures (SOP) through a uniform business
model. These SOPs are then used to supplement Oklahoma’s
training.
A peer-to-peer student faculty environment
In Pennsylvania, instructors all have direct work experience within the
Pennsylvania child support system. In the District of Columbia, in

house training staff and unit managers lead trainings and are
responsible for the bulk of the “Back to Basics.” Familiarity of the
trainers with the child support program lends an important authenticity
and credibility to training.
Self-directed learning, where students take responsibility for their own
learning AND optimal pacing for participants
These two characteristics may be combined and are embodied in the
Oklahoma and Pennsylvania training programs. Both feature worker
access to online, on-demand course offerings as a highlight. In
Oklahoma, the Certification Program and the CSQuest website are
direct reflections of this characteristic. Similarly, Pennsylvania’s selfservice
training website and online Child Support Program Manual
provide workers with many opportunities to learn and grow at their
own pace.
Active participant involvement in the learning process
In Oklahoma, the CSS Academy (new hire, 2-week training) and CE
are good examples of programs that include active involvement.
Though the original intent of this characteristic was for in-person
learning, in Pennsylvania, the inclusion of activities and simulations
as part of online learning also serve to engage learners.
Regular feedback from students to faculty
For both Oklahoma and Pennsylvania, most training, regardless of
delivery method, has an evaluation mechanism to provide an
assessment of the offering to training program leadership.
Assessments are taken seriously, and adjustments are made to
training material and/or delivery as appropriate.
In conclusion, training initiatives are essential to maintaining quality,
adaptive child support programs, and focused attention to the seven
characteristics of effective learning programs strengthens both the training
and the organization sponsoring the training.
____________________
+ 1 Billington, PhD, Dorothy (2000) Seven Characteristics of Highly Effective Adults Learning Programs,
University of Missouri-St Louis
http://www.umsl.edu/~henschkej/henschke/seven_characteristics_of_highly_effective_adult_learning_pro
grams.pdf

Dr. Daryl Baker received his Doctorate of Public Health from the University of
Oklahoma Health Sciences Center in Health Administration Policy. He has been an
analyst for the University of Oklahoma, Center for Public Management since 2001.
During that time he has worked with the Oklahoma Department of Human Services to
develop and evaluate training programs related to providing services for the state of
Oklahoma.
Laurel Eaton retired in 2016 as the Programs Manager for the Office of Planning,
Evaluation, and Learning after 46 years with the Oklahoma Department of Human
Services—38 of those years were with or related to Child Support Services. She also
spent time with IV-A, Food Stamps, Medical, and public relations. After retirement, she
returned as a Project Coordinator with the University of Oklahoma, Center for Public
Management, contracted to Child Support Services. Ms Eaton is an individual member
of NCSEA.
Joyce Match is a Child Support Specialist Master with Deloitte Consulting who focuses
on system and business process modernizations designed to enhance the experiences
of both customers and workers, following a 26-year career managing the design,
development, and implementation of child support initiatives in the Commonwealth of
Pennsylvania.
Karen E. Winkler has over 30 years’ experience in county government and the courts,
working initially in the County Commissioners’ Public Information Office, then in the
Domestic Relations Section. Karen received her BS in Public Administration from
Shippensburg University, an MA in Clinical-Counseling Psychology from LaSalle
University, and a Certificate in Communication for Professionals from the University of
Pennsylvania.

How Courts Responded to the Pandemic
by NCSEA Research Subcommittee
Judicial systems throughout the United States are often slow to embrace
change, particularly when it comes to technology, but the COVID-19
pandemic made change a necessity. As
courthouses across the country closed, judicial
administrators needed to look for new ways to
do business or face the reality that almost no
one would have access to justice. They turned
to virtual hearings. A Pew survey of jurists
working in state courts across the country found
that a majority expected virtual hearings to
become a permanent fixture of state courts. This article summarizes
several resources that discuss changes adopted by courts during the initial
phase of the pandemic.
Two Articles Describe How Courts Responded to the Pandemic
The December 2021 Pew Report “How Courts Embraced Technology, Met
the Pandemic Challenge, and Revolutionized Their Operations” and
Professor Richard Susskind’s “The Future of Courts” looked at the
unprecedented adoption of technology by the courts during the pandemic
using different lenses. The Pew Report focused on whether the
technological changes made the legal system easier for unrepresented
people to navigate civil courts. Professor Susskind focused on the
introduction of remote hearings in countries across the world and how
courts must use this “unscheduled pilot program” to gather data to decide
what to keep going forward.
The Pew Report reviewed just under 10,000 state and local pandemicrelated
support orders and found that all 50 states accelerated the adoption
of automating practical tasks, such as e-filing of documents and virtual
hearings. However, these options were not available in all localities and all
types of cases. For example, in the 43 states and D.C. where courts handle
child support matters, only 33 states and D.C. set up a process that
allowed unrepresented individuals to e-file modification requests. Even
where courts implemented new technology, people faced many challenges.

The new technology required both internet access and the knowledge to
use it. Broadband connectivity differs across the country, with
disproportionately low rates of access for certain populations and locations.
Those with internet access faced difficulty trying to navigate confusing court
websites with no place to find help. Although many courts have worked
hard to make the process more streamlined and understandable to
everyone, people with disabilities or limited English proficiency continue to
face significant disadvantages.
Court officials across the country report increases in civil court appearance
rates as a result of moving to remote hearings, which includes people
participating virtually or by phone. This confirms pre-COVID claims that
reducing the costs associated with coming to court would allow more
people to take part in their cases. Now that courts have seen the benefits,
some forms of remote services are here to stay. In a June 2021 survey of
240 magistrates, trial judges, and appellate justices from across the
country, a majority said they expect remote proceedings to become a
permanent fixture of state courts.
Writing in the summer of 2020, Professor Susskind asked again whether
“court” is a place or a service, and whether it is always necessary to
congregate physically to settle our legal differences. Focusing on remote
hearings, he concluded that what courts cobbled together during the first
few months of the pandemic improved existing, often inefficient, work
practices but did not fully transform court practices. Nonetheless, these
enhancements have provided the opportunity to learn valuable lessons.
Susskind argued that, while not right for all legal actions, remote hearings
can handle many legal disputes, often less expensively, more conveniently,
more speedily, and less combatively than the traditional system, particularly
in the civil arena. He urged courts to capture more data about cases that
have been conducted remotely and evaluate what has been learned so that
more informed decisions can be made about when to use remote
proceedings.
Susskind found clear difficulties with remote hearings for the elderly, those
requiring translation, and those with poor internet connection. He also
noted that there have been concerns raised about privacy and security on
some video platforms, but it appears that those concerns have been
resolved.

According to Susskind, whether remote courts are secure and deliver
justice is a complex question, and any blanket
rejection of remote courts on the grounds of
justice should be viewed with skepticism.
Keeping remote courts in operation after the
pandemic contemplates a more fundamental
change to courts than has been seen in
hundreds of years. This shift merits deep discussion rather than dismissive
emotional appeals to justice. Susskind helped create Remote Courts
Worldwide, which is a repository for court innovators around the world to
share information on their work and allows for country-based searches.
How Child Support Programs and Their Judicial Partners Responded
to COVID-19
This section summarizes several sources that describe how child support
programs and their judicial partners responded to COVID-19 during the first
year of the pandemic, focusing on e-filing and virtual hearings. Two
workshops at the 2021 annual ERICSA conference held virtually in May
2021 focused on e-filing and virtual hearings. 1 The New York City Family
Court wrote a report on the impact of COVID-19 2 and the Institute for
Research on Poverty produced two reports on the impact of COVID on the
child support program in five counties in Wisconsin. 3
1
All plenaries and workshops from the 2021 ERICSA conference were recorded and are
publicly available at: https://www.ericsa.org/2021-ericsa-virtual-road-trip-agenda. The workshop
on virtual hearings was titled “Conducting a Virtual Hearing.” It was moderated by Nicolas
Palos, Support Magistrate from Brooklyn, NY. There were four speakers: Harold Bahr, Support
Magistrate from Bronx; Teddy Andreopoulos, lawyer from the Interstate Unit of the NYC Law
Department; Kate Weaver, Referee from Oakland County, MI; and Sarah Troyer, lawyer from
St. Joseph County, IN. The workshop on e-filing was titled “Excellence in E-Filing.” It was
moderated by Margot Bean from Deloitte Consulting. The speakers were Alex Satchell and
Stephanie Connelly from VA, Connie Chesnik from WI, and Gene Gustin from OR.
2
The New York City Family Court COVID Work Group. The Impact of COVID-19 on the New York City
Family Court: Recommendations on Improving Access to Justice for All Litigants (January 2022).
3
Lisa Klein Vogel et.al. The COVID-19 Pandemic and Child Support Enforcement (August
2021); Lisa Klein Vogel and Vee Yeo. COVID-19 and Transitioning to a Virtual Workforce
(August 2021).

Did the child support programs have access to e-filing with the courts
during the first year of the pandemic?
The jurisdictions represented on the ERICSA 2021 e-filing workshop had
varying access to e-filing during the first year of the pandemic. Although
Michigan had an e-filing system for state courts, the family courts were not
part of that system. This was rectified once the pandemic began. Virginia
had just completed incorporating an e-filing process into its computer
system prior to the pandemic. During the first year of the pandemic, it
added six additional court forms to the e-filing process.
The New York City family courts did not have an e-filing system prior to the
pandemic and still do not have one as of January 2022. In response to the
pandemic, a new system was initiated in May 2020 that allows court users
to transmit digitized documents to the Family Court. This platform is a
submission portal, not an e-filing system.
In Wisconsin, the courts have an e-filing website that the child support
program uses, but during the initial months of the pandemic some county
child support offices could not access it. Caseworker access is tied to each
county’s virtual private network (VPN), and some counties have VPNs that
do not allow caseworkers to access the web when working outside of
county office buildings. The e-filing website was revised to allow
caseworker access, but this is a temporary fix as it does not have the same
level of security as other parts of the e-filing system. The Wisconsin child
support program is now building an interface with the court system to
replace child support’s use of the court’s e-filing website. Once this is
complete, caseworkers will access the e-filing system through the child
support computer system.
What happened to court hearings during the first year of the pandemic?
In March 2020, all courts in Wisconsin, Michigan, Indiana, and New York
City were instructed to limit court activities to “essential” functions in
response to COVID-19. All in-person hearings in child support cases were
suspended in these jurisdictions. Many courts closed their doors to the
public. In New York City, the Family Court deemed most child support
cases as “nonessential,” and placed these cases on hold until January
2021.

Regarding contempt hearings, most of the five counties examined in the
Wisconsin study
paused contempt hearings for many months in
2020, typically resuming in August 2020. Even after
courts resumed conducting contempt hearings,
courts gave lower priority to them, and child support
offices referred fewer cases for contempt. During
this time, law enforcement agencies sought to keep
the number of people in jail at a minimum to reduce potential exposure to
COVID-19. Consequently, courts were less likely to issue warrants and jail
sentences even when non-custodial parents were found in contempt.
Family courts in these jurisdictions started using virtual hearings for child
support cases as early as April 2020; others started considerably later than
that. All family courts were conducting virtual hearings by February
2021. Indiana, Michigan, and the five counties in Wisconsin used Zoom,
while New York City started using Skype for Business but then switched
to Microsoft Teams. All of the speakers on the ERICSA panel noted that
they want to keep virtual hearings going forward because of the
convenience it provides customers, which has generated higher
participation rates.
The delay in transitioning to virtual hearings was largely due to a lack of
technology to support them. Many staff did not have computers to work
remotely, often they did not have remote access to files, VPNs frequently
had to be established to ensure confidentiality, and sometimes software
licenses had to be purchased.
Despite these challenges, many child support offices embraced the
opportunity to create innovative solutions. The following are two such
examples of how child support offices quickly pivoted to ensure customers’
participation in the court process.
The development of this article is a collaborative effort brought to you by NCSEA’s
Research Committee, a subcommittee of NCSEA’s broader Policy & Government
Relations (P&GR) Committee. The NCSEA Research Committee is charged with
reviewing and submitting research and other documents related to child support and
human services, for consideration and placement on the NCSEA Research webpage,
as well as reviewing current postings on a quarterly basis for relevance and timeliness.

Implementation of Electronic Filing
of Documents During the Pandemic
in Kern County
by Susan Saelee, Program Manager, Kern County (CA) Department of
Child Support Services
When California Governor Gavin Newsom declared a state of
emergency due to COVID-19 in March 2020, Kern County Department
of Child Support Services (KCDCSS) was electronically filing only one
legal form, the Summons and Complaint.
KCDCSS and the court agreed that moving to electronic filing would not
only expedite internal processes and save on costs, but most importantly,
would allow customers to receive outcomes in a timely manner. KCDCSS
formed an electronic filing workgroup made up of stakeholders throughout
the organization. Using the principles of Lean Six Sigma, the workgroup
created an effective and efficient process for electronic filing of seven
additional documents: Proof of Service, Amended Proposed Judgment,
Default, Registration of Foreign Order, Notice Regarding Payment of
Support, Stipulations, and Notice of Motion.
With electronic filing came the use of electronic
signature software. The California State Department
of Child Support Services provides DocuSign access
for the local child support agencies. DocuSign is a
fast and secure way to send, sign, and approve
electronic documents. KCDCSS was one of the first
counties to move forward with the use of DocuSign in conjunction with
electronic filing.
Since the pandemic began, KCDCSS has successfully electronically filed
hundreds of documents and reduced the amount of time it takes for parents
to receive an outcome. Though the pandemic halted our ability to meet with
customers face to face, it did not stop us from finding innovative ways to
help families create a better life for their children.

St. Joseph County Prosecutor’s Office
Child Support Division and the Courts
During the Pandemic
by Ethan McKinney, DPA, Child Support Director, St. Joseph’s County
(IN) Prosecutors Office
The Child Support Division (CSD) of the St. Joseph County Prosecutor’s
Office worked hard to continue to serve the public throughout the
pandemic. The office relied on great cooperation from their judicial partners
in circuit court, superior court, and probate court, where most Title IV-D
cases are filed. Probate court closed briefly but reopened after CSD
installed protective barriers and the court implemented COVID-related
cleaning procedures.
When the positivity rate in the community increased, CSD partnered with
probate court to conduct video hearings. CSD had deputy prosecutors and
caseworkers participate on video with the parties to mirror the efficiency of
their in-person court practices. The office and courts agreed that paternity
and support establishment hearings and modifications of support took
precedence during this time while enforcement hearings were reduced or
eliminated, as it was evident that people who weren’t paying were impacted
by the pandemic.
To reach out to parents who weren’t paying, the office used its
administrative hearing practice to connect with those parents via video.
These video conferences allowed deputy prosecutors to speak to parents,
make case decisions, and in many cases refer cases for modification due
to loss of work.
The office and probate court are now preparing to resume in-person court
and a traditional court schedule. However, the circuit court has seen the
benefits of using video hearings for certain matters and seems likely to
keep some video hearings. CSD hopes to continue video hearings for
some administrative hearings and potentially include conducting
modifications via stipulation.

The office greatly improved its use of technology during this time, which
has allowed workers to work remotely and has given them the ability to
conduct hearings or meetings with parents via video conferencing, thereby
promoting safety and efficiency. While the pandemic forced us to evaluate
our current practices to meet the needs of the public we serve, it has
resulted in better customer service, higher employee job satisfaction, and
better working relationships with our courts.
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VALUE STREAM MAPPING AND
STRATEGY
by Sheri Hurst, Arizona Department of Economic
Security, Division of Child Support Services
The State of Arizona has deployed a professional, results-driven
management system to transform the way Arizona state government thinks
and does business as one enterprise. This management system is called
the Arizona Management System (AMS) and is based on principles of Lean
management, where every state employee at every level now reflects daily
on how they perform, while always seeking a better way.
What is LEAN?
Lean is not an acronym or a separate initiative. Lean is a set of principles
and tools that helps an organization provide value to the customer from the
customer’s point of view. A Lean management system increases efficiency
by identifying and eliminating wasteful activities that do not add value to the
delivery of a service or product to its customers.
What is a Value Stream?
“Whenever there is a product for a customer, there is a value stream.
The challenge lies in seeing it.” 1
A value stream is the set of processes required to provide value to a
customer from initiation to the delivery of a service or product. An example
of a value stream in child support could be from the time an application for
IV-D services is received from a customer to the time the requested service
is fulfilled. If the requested service is establishment of an order for support,
then the value stream would be from initiation to establishment of an order.
The next value stream might be from establishment of an order to the
1
Mike Rother and John Shook, Learning to See: Value Stream Mapping to Add Value and Eliminate
MUDA (Cambridge: Lean Enterprise Institute, 2009).

customer receiving child support payments. There may be multiple value
streams within the organization.
What is a Value Stream Map?
A value stream map (VSM) is the visual format representing the set of
processes in the value stream. A VSM offers a birds-eye view of the
business value stream and should be at a higher level than a process map.
A process map features the steps or sequence of activities within each of
these high-level processes. Creating a VSM helps an organization to
visualize the value stream, and highlights where opportunities exist to
improve delivery of the product or service to increase value for the
customer.
A VSM is developed with the intent of analyzing the processes identified
within the value stream to create a current-state VSM. The current-state
VSM should describe the process as it is right now and should identify
waste and inefficiencies in the value stream. Waste is whatever is
considered non-value-added from the customer’s perspective. This
analysis is used to develop a future-state VSM. The future-state map
incorporates countermeasures, or potential actions, that can be taken to
create strategy initiatives to improve efficiency and increase customer
value.

What is a Value Stream Improvement Plan?
A Value Stream Improvement Plan (VSIP) documents the
countermeasures. A VSIP is essentially a project plan that tracks planned
initiatives to improve the value stream as identified in the future-state VSM,
including identifying action steps that should be completed immediately and
action steps that can be completed later. This VSIP visually tracks monthly
planned target activity performance against actual target activity
performance and highlights where an activity may be off-track.
What are the benefits of VSM mapping?
Prior to the Pandemic, Arizona’s Division of Child Support Services
(Division) thought it was on a pretty good path. But the pandemic changed
everything. Staff were working from home, transitioning to new virtual
processes, and needed a way to move forward in the virtual world. The
value stream had been built for in-person processes and not for the virtual
customer. Customers needed virtual services now more than ever, without
delay. The Division used VSM mapping to meet strategic goals, such as
increasing value for its virtual customers, improving team morale in a virtual
world, and improving Division performance.

The Division had previously been able to meet in person using a
conference room to map processes. Where once the Division had thrown
butcher paper on the wall and grabbed pencils and post-it notes to map the
value stream, this option was no longer available. In order to define the
new virtual value stream and make tactical changes, the Division needed to
create the ability to see the process from a virtual standpoint. It was
necessary to reveal disconnects and stoppages, promote metric-based
decision-making, and optimize the value stream performance to ensure all
teams were rowing in the same direction. The Division held a virtual VSM
event over three days.
Prior to the VSM Event
• Gather Information: What were the core processes that were
needed in order to provide requested services?
• Identify Teams: Who can speak to each of the processes within the
value stream and identify process steps, as well as overall expected
outcomes for each process? Who can obtain and interpret the data
associated with each process? Who is empowered to support
necessary process improvements?
• Determine and Commit to Deliverables: The defined deliverables
from the event were a Current State VSM, a Future State VSM, and a
Value Stream Improvement Plan (VSIP). The VSM event was
scheduled for three full days with extra time built in in the event the
deliverables were not completed.
• Schedule the Event: Previously, the Division had been able to
schedule conference rooms and gather everyone into one room. With
the new virtual environment, more creativity was needed. The
Division used Google Meet video conferencing for the event. Using a
video conferencing tool can be just as effective as in-person
meetings. They just require a bit of practice and planning beforehand.
Mapping the VSM Current State (Day One)
The Division began mapping the current state of the value stream. They
started from the beginning, which was application received, and moved
through each process to payment. This activity brought out conversation,
reflection, and cooperation as the group began pinpointing and creating a
visual of the current state of the value stream. The Current State VSM is

the basis for the Future State VSM and needs to be directionally correct,
not 100% perfect.
With all the information up on the “virtual” wall (Google Jamboards), the
team started identifying “pain points” in the value stream, looking for areas
of improvement. For example, where once customers were able to walk
into an office, this was no longer an option. Other pain points included
missing documents, paper mailing, lack of electronic communication
methods, long timeframes, and incorrect messaging, to name a few. For
each pain point area, the team added pink post-it notes identifying the
specific defects or need for improvement. The team also identified some
low hanging fruit: immediate corrections that would reduce timeframes and
improve process flow. These were referred to as “Just Do Its” and were
easily implemented for immediate impact.
Mapping the VSM Future State (Day Two)
Using the data from the Current State VSM, the team targeted waste,
prioritized improvements to be implemented, and started designing the new
Future State VSM. The target was to eliminate or combine steps and
remove as much waste from the processes as possible. Once waste had
been identified and prioritized, the team created a Future State VSM with
waste and barriers to flow removed. They now had a new and improved
VSM. The next step was to create the Value Stream Improvement Plan
(VSIP).
VSIP (Day Three)
On Day Three, the team created their VSIP, documenting initiatives to be
implemented over the next Fiscal Year to improve strategy and
performance.
VSM mapping provides a comprehensive and structured view that
documents, analyzes, and improves the flow of information and/or
materials throughout the value stream. VSM mapping may help to meet
overall strategic goals by identifying how coordinating integral parts of the
processes for value stream activities may improve both efficiency and an
understanding of what the customer values. The VSM mapping process is
also easy to understand and may improve overall morale by clarifying the
value of each person’s role throughout the value stream.

Arizona’s Division of Child Support Services found the following resources
beneficial to learning about value streams, holding events, and value
stream mapping:
Kaizen Event Fieldbook, a Shingo-award winning book on Kaizen event
principles and management, written by Mark R. Hamel.
Learning to See: Value Stream Mapping to Create Value and Eliminate
MUDA, written by Mike Rother and John Shook.
For more information on the processes that Arizona follows, or for
additional information, please contact Catalina
Ybarra @ cybarra@azdes.gov.
Sheri Hurst is currently a Lean Coach for the Arizona Management System with the
State of Arizona, Department of Economic Security, Division of Child Support Services.
In her 32 years of government experience, including over 20 years in leadership roles,
she was also the Administrator over Continuous Improvement and Data Analytics,
Executive Staff Assistant for the IVD Director, Regional Manager for both the metro and
rural offices and a supervisor. Prior to returning to Arizona and joining the Department
of Economic Security in 2005, Sheri was the Training and Policy Manager for the
Stanislaus County Department of Child Support Services. She has been certified in
Train the Trainer for the State of California, was certified as a 4Mat Learning Styles
instructor and is Six Sigma Green Belt certified.

2022 Policy Forum Wrap Up: Focusing on Our
Vision…Recognizing Our Perspectives
By Connie Chesnik, Co-chair, NCSEA 2022 Policy Forum
The 2022 NCSEA Policy Forum, held February 2-5 in Washington, D.C.,
was a great success, with 238 people attending in-person and 393
attending virtually. Attendees engaged in thought-provoking plenary
sessions featuring dynamic speakers whose topics centered on this year’s
theme: Focusing on Our Vision: Recognizing Our Different
Perspectives.
The Policy Forum gave recently appointed OCSE Commissioner, Tanguler
Gray, her first opportunity to share her vision of ENGAGEMENT with the
child support community. Commissioner Gray noted how the child support
program has evolved over time, guided by legislation and the changing
needs of families, from a focus on retaining child support to recover welfare
costs to a more family-centered program. The Commissioner reaffirmed the
Administration for Children and Families’ commitment to advancing racial
equity, improving collaboration with tribal communities, and increasing
flexibility to better position OCSE to provide guidance to states.
The first day of the Policy Forum
featured a series of plenary
sessions that complemented
Commissioner Gray’s vision,
focusing on the impact that child
support program service delivery
has on different stakeholder
populations. A Customer Service
plenary highlighted the work of the American Public Human Services
Association (APHSA) in developing a roadmap to human services system

alignment for young families. The panel featured parents from around the
country who provided insights on their experiences accessing services
across human service programs. Their powerful presentation reminded
attendees of the need to meet people where they are and to hold space for
learning before moving to enforcement. Attendees gained valuable insight
into approaching customer participation and engagement in their states.
Building on the work begun at last year’s Policy Forum, the session on
Diversity, Equity, and Inclusion focused on living what we are learning and
explored what it means to have an equity mindset. Dr. Deirdre Williams of
U-Bridge Project Consulting, LLC, addressed barriers to equity and
inclusion, the unwillingness to have uncomfortable conversations, and
resistance to change. She encouraged programs developing policies and
processes to ask who would benefit from and who would be harmed by
those policies and processes. She provided attendees with the tools for
developing an inclusive culture, one that recognizes what diversity brings to
an organization and that shows respect for different voices. Dr. Williams
noted that while we can’t make people change, we can give them
experiences that make them think about their own unconscious bias and
how it may perpetuate inequities. When asked what to do when
organizations get stuck, Dr. Williams encouraged them to keep moving
forward. Listen to understand and not to act.
The equity theme continued with the first day’s final plenary, which focused
on creating equity in the child support program for survivors of domestic
violence (DV). Michael Hayes from OCSE’s Division of Program Innovation
and Doreen Nicholas from the Arizona Coalition to End Sexual and
Domestic Violence challenged the neutrality of child support service
delivery, emphasizing that neutrality benefits the harm-doer and not the
survivor. Attendees once again heard the importance of listening so that we
can truly be a part of DV survivors’ financial safety net. The session
provided a better understanding of the intersection of domestic violence
and child support and how the child support program can lift up and support
survivors. Takeaways from this session included the need for annual DV
training for child support staff as well as the need to review the number of
cases flagged with family violence indicators.
The second day of the Policy Forum featured reviews of various
operational aspects of the child support program through an equity lens. A
panel of child support experts began the day with a review of federal

performance measures, why they were selected, and whether they are
effective in measuring the success of the child support program. Panelists
discussed how the current performance measures do not directly measure
how we help families escape poverty. Despite the fact that our services are
basically free, child support caseloads continue to decline. Panelists
challenged attendees to consider whether our declining caseloads are in
part a result of what we are measuring and incentivizing.
The next plenary session focused on different perspectives on
enforcement. Recognizing that enforcement is a core service of the child
support program, this session featured panelists with different perspectives
on the use of specific enforcement remedies and how their approach to
these enforcement tools has evolved over time. Panelists polled audience
members for their thoughts on what enforcement meant:

The results of this poll led to an interesting and meaningful discussion on
where we envision the child support program going and whether our
enforcement efforts are transactional or transformational. When income
withholding stops, do we immediately turn to enforcement, or do we stop to
ask how we could help? Are we using contempt as an enforcement tool
only when we’ve exhausted all other measures or is it the first enforcement
tool we use? Have we moved from more traditional methods of
enforcement with incarceration consequences to more flexible options that
focus on ability to pay? Commissioner Gray’s vision of engagement
permeated throughout this
session, as various
stakeholders with differing
perspectives on
enforcement discussed the
importance of collaboration,
communication, and
outreach, all sharing the
common goal of helping
families achieve financial stability.
Commissioner Gray’s vision of engagement
permeated throughout this session, as various
stakeholders with differing perspectives on
enforcement discussed the importance of
collaboration, communication, and outreach, all
sharing the common goal of helping families achieve
financial stability
Perhaps one of the most fascinating sessions focused on the history of
paternity establishment policies and practices. Professor Nara Milanich,
author of Paternity: The Elusive Quest for the Father, explored whether
paternity is about biology or morality. Dr. Milanich relayed an excerpt from
her book regarding a paternity action involving Charlie Chaplin that
changed the future of paternity laws in America. This provided a segue into
compelling discussions on Georgia’s mandatory genetic testing
requirements and the implications of these issues in single sex parentage
cases.
The Guidelines session focused on the impact of the 2016 changes in
federal regulations related to state child support guidelines. Those
regulations focused on the establishment of support and imputation of
income in low-income cases. Discussion focused on how states
incorporated their own policy goals, including goals related to diversity,
equity, and inclusion, into their guidelines. Former OCSE Commissioner
Vicki Turetsky provided the perspective of the federal government at the
time the regulations were enacted. Panelists from Colorado and Wisconsin
addressed the successes, challenges, and dilemmas encountered when

implementing consistent, predictable, appropriate, and equitable guidelines
that serve the best interests of children.
The second day concluded with a session on Intergovernmental Hot
Topics. Child support experts from across the country addressed some of
the most frustrating issues that impact successful management of
intergovernmental cases. Attendees
had the opportunity to weigh in on the
obstacles they face and provide
recommendations for possible
solutions. Problems associated with
case closure and zero orders proved
to be a common problem among
states, along with issues related to
payment processing when an order is
issued in one state and the custodial
parent is receiving services in another state.
Saturday’s sessions began with a panel on system modernization featuring
representatives from states and territories that have recently modernized
their systems. Titled “Ask not what your policy can do for your system, but
what your system can do for your policy,” this interactive session
emphasized the impact decisions made today can have on policy and
technology for years to come, and the need for systems to timely support
and implement policy decisions. Engagement featured prominently
throughout the conversation, emphasizing the importance of engaging with
stakeholders to ensure that systems are designed to address the needs of
participants.
The 2022 NCSEA Policy Forum concluded with a fun, interactive session
that invited participants to focus on an area of interest from the sessions
offered over the previous two days and, with the assistance of a facilitator
at their table, develop an organizational change management plan to
operationalize in their state. Participants enjoyed a special treat while they
worked, and attendees left for home with action steps that they could
implement upon their return to their offices which aligned with NCSEA’s
vision of a world where every child receives reliable financial and emotional
support.

The NCSEA Policy Forum would not be possible without the hard work and
planning of the Policy Forum Planning Committee. Our sincere thanks to
this team for their efforts over six months:
Margot Bean and Connie Chesnik, Co-chairs
Jason Cabrera
Robbie Endris
Corri Flores
Laura Galindo
Paul Gehm
Matthew Gomez
Emily Gregg
Alisha Griffin
Mary Johnson
Tish Keahna Kruzan
Daniel King
Christine Mahoney
Janice McDaniel
Katie Morgan
Ann Marie Oldani
Diane Potts
Amy Roehrenbeck
Hannah Roots
Laura Roth
Jonell Sullivan
Elise Topliss
Rob Velcoff
Jane Venohr
Carla West
We look forward to seeing you at next year’s Policy Forum
February 2-4, 2023
JW Marriott, Washington, D.C.
Connie M. Chesnik received both her undergraduate and law degrees from the
University of Wisconsin-Madison. As an attorney for the Wisconsin Department of
Workforce Development, Connie advised the child support program for many years and
has spoken frequently on Wisconsin’s child support guidelines and Wisconsin’s tribal IV-
D program. She is currently the Administrator of the Division of Family and Economic
Security in the Department of Children and Families where she oversees Wisconsin’s
child support, refugee and employment programs. Connie is a member of the State Bar
of Wisconsin, and the State and National Child Support Enforcement Associations. She
currently serves on the NCSEA Board of Directors.

Meet Our NCSEA U Alumni
NCSEA U provides a unique premier educational and professional development
opportunity. It is structured for learning leaders in the child support community and it
complements NCSEA’s other educational initiatives and strategies. Taught by
nationally recognized child support leaders, it offers a variety of informative and
strategic topics.
Carla Smith - Class of 2018
Director
Crawford County (PA) Domestic Relations Section
What would you like others to know about NCSEA U?
NCSEA U was intimidating at first walking in not knowing anyone and what experience they have compared to
yours; however, the instructors quickly change the environment by establishing group discussion. NCSEA U
gave me tools I continue to use. The one in particular was the “Tips of the Trade”. I used the Communication
Techniques when presenting my annual budget, creating a new management position within my office and
communicating with peers. I have so many memories from this particular session I still laugh when thinking
about the role play we did. NCSEA U is definitely a life time experience I will not forget.
Since attending NCSEA U, what opportunities (personal and professional) have you experienced?
I have since been elected President of the Domestic Relations Association of Pennsylvania (DRAP) and
received the highest prestigious award DRAP offers to leaders of child support in Pennsylvania.
What is a key leadership attribute that you appreciate in others? Why?
I appreciate a high performer. Someone I can assign a project and they will deliver a polished product that is
everything I ask for and in many cases more. High performers are self-motivated and are great advocates for
managers.
John Sours - Class 2019
Assistant Deputy Commissioner
Georgia Division of Child Support Services
What would you like others to know about NCSEA U?
NCSEA U is an excellent networking and idea sharing space and a great chance to meet child
support professionals from other states.
NCSEA U @ Leadership Symposium focuses on the emerging and learning leader. How
do you define leadership?
I define leadership as selfless commitment to empower those around you. In the space of child
support this has a direct correlation to clients which makes it even more important and
impactful.
Since attending NCSEA U, what opportunities (personal and professional) have you
experienced?
Since 2019, I was promoted to Deputy Business Administrator; I was formally in a special
assignment role.

NCSEA On Location: And So It Began
by Tim Lightner, Child Support Specialist II, Alaska
Child Support Division
In February 2018, a man walks down a hallway and finds a spot to sit at the
NCSEA Policy Forum at the Renaissance Washington DC, Downtown
Hotel. He carries with him a cup of coffee, his Apple Mac laptop, and a
black travel bag. He opens his computer on the table, strategically sets up
a microphone, and is soon greeted by Alisha Griffin and Robert Doar. The
man with the mic was none other than former NCSEA President Joe
Mamlin. And so it began: On Location, NCSEA’s endeavor into the podcast
world.
All Things Podcast
There are over two million podcasts that exist worldwide; i however, there
are a limited number of child support related podcasts. Many deal with
family law and child custody. NCSEA On Location may be one of the first
podcasts that was created by and for child support
professionals. It was produced to be recorded “on
location” at child support conferences, meetings, and
events around the world to conduct interviews and to
hold conversations with child support and human
services professionals, as well as other stakeholders in
the program and beyond.
You might have been unaware of podcast technology in
2018, be new to the podcast scene, or you may be an avid
podcast listener. Regardless, pull up your favorite
podcast platform and you can easily find On Location. You will hear with
each episode, “This is On Location. I’m Joe Mamlin” or “I’m Tim Lightner.”
“It’s gonna be a great show, so stick around and we’ll be right back.” You’ll
hear the On Location theme song, written and performed by Joe. And you’ll
know that you are in the right place at the right time for another edition.
In the first year, NCSEA produced, recorded, and released seven podcasts.
They included spotlighting NCSEA Leadership Symposium, the Ohio Child

Support Director’s Association Spring Conference, the Multi-Jurisdictional
Meeting in DC, and the Western Intergovernmental Child Support
Engagement Council’s (WICSEC) conference in Omaha, Nebraska.
Why Podcasts?
According to Buzzsprout: ii
• In 2022, 51% of people have listened to a podcast and roughly 78%
are familiar with the medium
• Podcast listeners increased by 29.5% from 2018 to 2021
• Over one-third (104 million) of Americans listen to podcasts regularly
• According to Edison Research, 41% (116 million) listened to a
podcast in the last month
• 28% (80 million) of Americans are weekly podcast listeners
• Smart speaker ownership grew by over 22% during the first year of
the pandemic as more people worked from home
• During the COVID-19 pandemic, podcasting experienced
unprecedented growth and podcast audiences diversified
• Each week, more Americans listen to podcasts than have Netflix
accounts
In the past couple of years, On Location has produced 20-23 podcasts with
thoughtful, quality content each year. iii As of the publication of this article,
On Location has released 72 podcasts, which have been listened to over
4,400 times. Cumulatively over 4,948 minutes (or over 82 hours) of content
have been produced.
Podcast Performance – Daily Plays

The top five U.S. geographical locations that listen to On Location are
California, Washington, Alaska, Virginia, and Ohio. Top five international
geographic locations are Germany, Brazil, Ireland, U.S. Virgin Islands, and
Norway. On Location can be heard anywhere you get your podcasts,
including Apple Podcasts, Spotify, Good Podcasts, Overcast, Pocket
Casts, RadioPublic, and iHeart Radio.
Geographic Location
How Are Podcasts Produced?
The NCSEA Communication Committee and the Podcast Subcommittee
are tasked with producing and publishing podcast episodes. The
committees are made up of volunteers from the child support community,
including state, county, and tribal partners, as well as child support vendors
and private programs. While the frequency of podcasts varies, the
producers strive for weekly to bi-weekly editions to keep listeners
connected and engaged. The more consistent the content, the more

listeners return to check out new releases, and the converse is true—less
frequency means less engagement, and listeners drop.
Committee members keep their radar on alert for interesting ideas within
the child support community. They consider topics and speakers from
NCSEA conferences (such as Policy Forum and Leadership Symposium),
web talks, sister organizations (WICSEC, ERICSA, NTCSA, etc.), private
companies, and other human services providers, such as the Fathers and
Families Coalition of America (FFCA). They find programs (state, county,
and tribal) that garner interest and pursue producing an episode about
them. Anything that seems to spark interest is vetted for On Location.
Collaboration with committee members adds to this process, including
adding speakers, examining what can be expanded into a series, and
more. We are always looking for ways to increase the value of NCSEA
membership, keeping in mind that just as there are diverse interests among
our membership, so too is a variety of topics and speakers key to the
podcast medium’s success.
On Location has also included podcasts to reflect NCSEA’s commitment to
diversity, equity, and inclusion (DEI). When interviewing the co-chairs of
both the 2021 Policy Forum (Erin Frisch and Shaneen Moore) and the 2022
Policy Forum (Margot Bean and Connie Chesnik), DEI was highlighted.
We’ve had conversations with Zenell Brown, Esq., from her Policy Forum
plenary and her book, Coffee and Conversations: Inclusion and Belonging.
We’ve also talked with Cheng Yu How from (then) LA County Office of
Inclusion, Diversity and Belonging; Tish Keahna, and later Sandy Cloer and
Marsha Harlan, on the National Tribal Child Support Association (NTCSA);
Dr. James Rodriguez of the Fathers and Family Coalition of America about
the need for fathers’ increased participation in the child support program;
Patience (Polly) Crozier and Diane Potts on the 2017 Uniform Parentage
Act and inclusion of same-sex parents for establishing parentage; and Dr.
Deirdre S. Williams on continuing the DEI conversation after speaking at
the 2022 NCSEA Policy Forum—and the challenge to live what you are
learning!
What Goes Into It?
Once the podcast producers secure their topic and speaker, they continue
to collaborate about questions to provide to their guest. The list of
questions is negotiated ahead of time and usually includes an insider’s

guide to the speaker: where they are from; their role in the child support
program; how they got their start; interesting, fun facts; and professional
accolades. The goal is for the listener to feel connected to the speaker, and
to be drawn into the subject matter.
We arrange a date and time for recording, with usually an hour being
reserved for any overage or technology gaffes. In the first days of On
Location, we recorded while seated around a table, all of us facing a USB
podcast microphone, which was either plugged into a laptop or a smart
phone. These events were recorded using a voice app, such as the Voice
Memos app on the host’s iPhone. As many as 11 podcast recordings were
recorded at the NCSEA Policy Forum, where we found a breakout room to
set up and record. We carefully backed up these recordings to Dropbox
(due to the size of the audio file) and saved them for the trip back home.
Given the large number of interviews in two-and-a-half conference days,
we edited the recordings so they could be in a queue for release—one at a
time, each week or two. The Policy Forum provided a captive environment
where child support professionals were gathered, so it was an opportune
time to record.
But then the COVID-19 pandemic began in 2019. Conferences and events
shifted to virtual platforms for attendance. And accordingly, NCSEA On
Location shifted as well. On Location took on a new meaning, reflecting the
different physical locations where guests and hosts were recording.
Podcasters were fortunate to have MS Teams, Zoom, and other audiovideo
platforms to record remotely. In the latter part of the pandemic (as we
are hoping), other recording platforms surfaced that allowed multiple audio
tracks to be recorded (one for each voice), such as Zencastr.com. These
multi-channel platforms made it easier and more efficient to edit out a
sneeze, a cough, a phone ringing, or as people worked remotely from
home, a doorbell or siren.
The podcast editors would then edit using the software of their choice,
ranging from GarageBand for Mac to Movavi and Audiotronic for PCs. They
removed awkward silences, “ums,” and stumbles, all to create a polished
product for the listener. The On Location theme music was placed at the
front and back of each episode—not only adding to the professional
production but branding the podcast product as well.
In the early days, we used PodOmatic to release the podcasts. Today, we
upload On Location’s final podcast audio files to Anchor.fm for release. We

add a title and description and schedule episodes for auto-release on the
next Wednesday morning at 5:00 AM Eastern Time for maximum listener
engagement.
What Makes a Good Podcast?
With such a variety of content available for the child support community,
“good” content may very well depend on each individual listener’s tastes
and interests. So making a good podcast requires a variety of topics,
speaker locales, and even podcast length. In general, On Location
attempts to keep episodes within 30-40 minutes in length; however, some
may be of shorter or longer duration. The podcast medium allows listeners
to stop or pause the playing of the podcast and continue it later, or choose
a podcast based on length. It really is about listeners and their availability.
Beyond this, a truly good podcast is one where guests exhibit passion and
excitement. This energy is heightened by the hosts catching the buzz and
giving the opportunity for the listeners to catch on. It is this engagement,
centered around passion, that provides for a memorable listening
experience and podcast episode.
Fan Favorites
After 72 On Location podcasts, there are several listener favorites. The top
ten episodes from an analytical perspective, and in order from most
listened to, are:
1. The Pass-Through: Flowing More Collections to the Family (150
plays)
2. Intergovernmental Hot Topics! (133 plays)
3. A New Take on the Child Support Pass-Through Payment
4. Customer Service: Lifeline to Child Support (113 plays)
5. Child Support Awareness: Focus on Families (110 plays)
6. Tear Down the Wall: Breaking the Wall Between Probation
Supervision and Child Support Enforcement (104 plays)
7. Helping Families Thrive: Principles of Procedural Justice (102 plays)
8. A Conversation and Update of NCSEA’s Policy and Government
Relations (PGR) Committee
9. Who Do We Serve, and Do We Serve Them Well? (99 plays)
10.Perspectives on the Child Support Program and Engaging Fathers
(Pt. 1) (93 plays)

Top Episodes
This author’s favorite episodes in addition to those already mentioned
would also include A Conversation with ERICSA President Patrick Quinn;
Pairing Social Work with Child Support; As the World Changed in an
Instant; The Intergovernmental Roundtable Discussions; and On Location
at the NCSEA Policy Forum - Part 1 of 3 (with Dr. Stephen Golightly). This
list could go on and on. Find the catalogue of On Location podcasts here
and choose your favorites: https://anchor.fm/ncseaonlocation.
What’s Next?
What is in the future for NCSEA On Location? A continued upward
trajectory in content and volume may be on the horizon. Buzzsprout gives
us a little more glimpse into what is coming: iv
• Industry experts expect podcasting to grow significantly in 2022 as
on-demand audio increases in popularity.
• Current estimates project that listeners in the U.S. could increase
from 75.9 million to 100 million listeners by 2024.
• Forecasts project total podcast listeners will exceed 160 million by
2023.
Whatever may happen, NCSEA will be there to continue to lead the way
and be the voice of the child support community.
NCSEA On Location is a testament to a special endeavor to provide an
audio format of child support related topics so that our NCSEA membership
listens to, finds value in, and engages with relevant information. As each
episode concludes, the guests are thanked, and our listeners are
acknowledged, On Location is extremely thankful that this podcast medium
continues to expand and grow. Ending credits say it best: “On Location is
available on iHeart Radio, Apple Podcasts, Spotify, Google Podcasts, and
anywhere you get your podcasts from. So be sure to subscribe and check
out our previous work as well. We also appreciate your ratings, feedback,
comments, and suggestions. If you have an idea for a topic or would like to
be a guest on the show, please reach out to us using the contact link on
our website [customerservice@ncsea.org]. On Location is a production of
the Communications Committee, with special production assistance from
Tim Lightner and me [Joe Mamlin]. This has been On Location.”

Timothy (Tim) Lightner is a Child Support Specialist II with the State of Alaska’s Child
Support Services Division located in Anchorage, Alaska. During his career of 23 years
with AK CSSD, he has held a variety of roles. Tim has been involved with multiple
committees with the National Child Support Enforcement Association (NCSEA) since
2010 and currently serves on the Communications Committee, Podcast Subcommittee
(Chair); NCSEA CommuniQue Committee, and the Leadership Symposium Planning
Committee. He was elected to serve as a member of NCSEA’s Board of Directors from
2017 – 2020 and was re-elected in 2021 for another term. Tim has been involved with
producing, recording diverse interviews, and editing the popular NCSEA On Location
podcast since 2018.
i
Wise, Jason. “Podcast Statistics 2022: How Many Podcasts Are There?” Earthweb,
https://earthweb.com/podcaststatistics/#:~:text=There%20Are%20Over%202%20Million,Million%20Listeners%20Across%20the%20W
orld, Accessed April 1, 2022.
ii
Brooke, Alban. “Podcast Statistics and Data [March 2022].” Buzzsprout,
https://www.buzzsprout.com/blog/podcast-statistics, Accessed April 1, 2022.
iii
Id.
iv
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