Collaboration with Superior Court, Family Law Facilitator & Self-Help Center

About the Program

Category: Human Services (Best in Category)

Year: 2014

Orange County Department of Child Support Services (CSS) established joint collaboration with Orange County Superior Court, Family Law Facilitator (FLF) and Lamoreaux Justice Center (LJC) Self-Help Center to address life challenges customers face and overcome lack of resources by finding solutions that enhance customer service. The collaboration aims to improve customer service, establish an effective process for sharing information with mutual customers and increase responsiveness to services offered. Customer strategies were merged to promote joint actions, ensure efficiency in processes and maintain quality service delivery. In collaboration with Superior Court, two programs are dedicated to provide multiple resources to customers in one location. CSS launched the on-site FLF pilot April 1, 2011 with a FLF resource assigned on a part time-basis to provide services at CSS. On April 23, 2012 the LJC Self-Help Center pilot was introduced at court and staffed by of one Senior Child Support professional designated to assist customers. Based on the astounding success of both pilot projects, services were made available to customers on a full-time basis. Educational efforts between CSS and Superior Court ensure appropriate evaluation of customer needs. Service principles focus on minimizing customer barriers, increase parental participation and promote both agencies as customer service oriented organizations that contribute to family success. The partnership facilitates free legal assistance to parents and access to community resources they may not have known existed. The program serves as a model where community representatives discuss needs and challenges to develop innovative solutions to meet customers’ needs by utilizing a holistic approach to customer service.