Community Education Initiative

About the Program

Category: Civic Education and Public Information (Best in Category)

Year: 2014

The Orange County Department of Child Support Services’ (CSS) Community Education initiative customizes services and information delivery to a diverse range of customers by linking them to community partners. Customer education was increased by hosting workshops and presentations at community-based organizations (CBOs). Programs were created for parents to ensure parental success. For example, CSS developed a Child Support Orientation Workshop available to new, current, and prospective customers and community members interested in learning about the child support program. CSS designs custom workshops to address specific customer needs including “Understanding my Child Support Order,” “Benefits of Establishing Paternity,” and “Forms Assistance.” A proactive approach is taken to educate the community through convenient and informative workshops in a welcoming environment both on-site and at community events. CSS staff focuses on understanding customer needs first, identifying solutions to resolve barriers and empowering customers with information and resources through the most convenient means of communication. The Community Education initiative reinforces a customer centric approach to service delivery by taking an active role in connecting customers with resources through education. CSS staff is knowledgeable about community organizations through the establishment of a Social Safety Net where representatives are invited to conduct presentations for all staff regarding services offered by their organization. Presentations center on educating staff to assist customers identifying resources and appropriate process for referrals. CSS created a CSS Speaker’s Bureau, comprised of employees, to reciprocate presentation services at the requesting agency’s location or community events. Speaker’s Bureau activities support efforts to connect customers to community resources while increasing awareness about the child support program and ensuring customer success.