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Providing excellent Customer Service to mothers and fathers

Providing excellent Customer Service to mothers and fathers. HELENE TUNSTALL, CHIEF CUSTOMER SERVICE OPERATIONS NJ Department of Human Services D ivision of Family Development Office of Child Support Services.

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Providing excellent Customer Service to mothers and fathers

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  1. Providing excellent Customer Serviceto mothers and fathers HELENE TUNSTALL, CHIEFCUSTOMER SERVICE OPERATIONS NJ Department of Human Services Division of Family Development Office of Child Support Services ERICSA 50th Annual Training Conference & Exposition ▪ May 19 – 23 ▪ Hilton Orlando Lake Buena Vista, Florida ERICSA 50 CELEBRATES YEARS OF SERVING FAMILIES: THE MAGIC IS STILL ALIVE ERICSA ERICSA ERICSA ERICSA ERICSA

  2. Our Key Ingredients for Success • Executive Oversight Board Support • Project Planning • Project Development Teams • Financials • Customer Service • NJKiDS • Subject Matter Experts • IVR, Telecom & Technical Media Team • Stakeholders Briefings • Development Enhanced Training • Implementation Planning

  3. Managing and Disseminating Information “The Stone Age” “The Information Age” HIGH VOLUME www.njchildsupport.org State Child Support IVR LOW IVR/WEB MEDIUM to LOW VOLUME MEDIUM VOLUME SDU Call Center STATE CallCenter LOW State Call Center HIGH VOLUME Local Agencies MIN Local

  4. Customer Services Statewide Customer Service Call Center • Answer questions across all functional areas • Update demographic information including address and employer information • Generate and reprint notices from State’s automated child support enforcement system (NJKiDS) • Send systematic referrals to state/local offices Interactive Voice Response System • Enhanced case information • Outbound calling • Auto-request notices and forms • Update certain demo info • Make a payment

  5. THE IVR & WEB …LET’S TAKE A LOOK Custodial Parent • Case level payment information • Stored value card activity • Last 5 payments issued for case • Eligibility for various enforcement actions License/Passport/Bench Warrant/Income Withholding • Recovery against overpayment Non-Custodial Parent • Receipt level payments information • Make payments by phone • Last 5 payments received • Status of enforcement actions License Status, Bench Warrants Income Withholdings/Passport • Recovery against insufficient funds

  6. NON CUSTODIAL PARENT VIEW - ENFORCEMENT

  7. NON CUSTODIAL PARENT VIEW - ENFORCEMENT

  8. CUSTODIAL PARENT VIEW ENFORCEMENT

  9. NON CUSTODIAL PARENT VIEW - FINANCIALS

  10. CUSTODIAL PARENT VIEW - FINANCIALS

  11. CUSTODIAL PARENT IVR MENU

  12. NON CUSTODIAL PARENT IVR MENU

  13. TAKING A “CONCIERGE” APPROACH TO PROVIDING SERVICES Custodial Parent Assistance Programs • TANF • SNAP • Child Care • Housing Programs Community Resources • Food Banks and Pantries • Parenting Programs Non Custodial Parents Job placement assistance Legal Services Fatherhood Programs • vocational and professional development • personal development Responsible Parenting Program • Full time Social worker assigned at point of entries • Child Support issues in the institution (paternity, orders, motions, etc.) • Parenting classes • Life skills classes • Post release assistance

  14. WHY IMPROVED CUSTOMER SERVICE IS BETTER BUSINESS • Organizational efficiencies • Budget reductions • Worker productivity • Targeted customer service • Accountability

  15. Helping Our Legislators Serve Their Constituents • Outreach to State Legislator’s explaining the new Customer Service Business Process • Provide customer & program news and announcements • Provide third party authorization form for expedited communication on case information • Provide all legislators a direct toll free number to our CS units to utilize and discuss Child Support constituent concerns

  16. NEW JERSEY’S CUSTOMER SERVICEMANAGEMENT SUPPORT STAFF • Alisha Griffin – Office of Child Support Services Director • Helene Tunstall – Chief of Customer Operations • helene.tunstall@dhs.state.nj.us • (609) 631-2643 • Sara Pascale – Customer Service Manager • sara.pascale@dhs.state.nj.us • (609) 631-2787 • Joe Travea – Customer Service Manager Media and Public Information • joe.travea@dhs.state.nj.us • (609) 631-2785

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