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Louisiana Surveys Its Child Support Customers

In September 1997, Louisiana Governor Mike Foster gave approval for the child support program to determine customer satisfaction levels and assess employee customer service training needs. In response, beginning in calendar year 1999, Louisiana's Support Enforcement Services (SES), the State's child support agency, implemented a Child Support Customer Service Initiative.

The survey took a systems approach to customer service and was designed to include input from stakeholders in all areas of program services. The goal of the initiative, which had three phases, was to improve the effectiveness of SES by implementing strategies to increase and promote customer satisfaction.

Phase one provided customer awareness training for managers and supervisors. Phase two provided the training to all other SES employees.Phase three secured funding for a statewide customer satisfaction survey.

Objectives for Phase 3 included measuring the overall customer satisfaction level with program services, as well as customers' level of knowledge of the program's services, using the survey instrument developed by the OCSE Customer Satisfaction Work Group, in coordination with the Urban Institute. This instrument was developed as part of OCSE's overall customer service/customer satisfaction strategy and was provided in 1999 to all states to use as they wished.

Data for the evaluation were based on information collected by telephone and mail, and from case reviews of agency records for each case in the sample. A random sample of 1000 parents (500 custodial and 500 noncustodial), which met the sample selection criteria (see Box on page 2) and was representative of the entire Louisiana child support caseload, was selected to receive the survey instruments.

Both custodial and noncustodial parents rated their overall level of satisfaction with child support services in the range of "somewhat satisfied" to "very satisfied."

Numerous customer mailing addresses and telephone numbers were not current, partly because of the transient nature of the customer base but also because in many instances the addresses were those of the noncustodial parent. Noncustodial parents' addresses are not updated on a regular basis. Also, some custodial parents who do not receive their payments do not keep SES apprised of current addresses or telephone numbers.

Thirty percent of noncustodial parents were dropped from an initial larger sample because of bad addresses, as were 10 percent of custodial parents. These percentages were significantly higher than anticipated. Response rates were very high for telephone surveys (99 percent), which covered about a third of the sample. For the two-thirds who received the mail survey, response rates were lower: 60 percent for custodial parents and 23 percent for noncustodial.

Custodial and noncustodial parents both preferred that information be given to them in writing.

Both custodial and noncustodial parents rated their overall level of satisfaction with child support services in the range of "somewhat satisfied" to "very satisfied." The exceptions were for waiting time at the DA's office and being kept fully informed. The most common information request was for additional information on child support laws and on increasing support payments. Custodial and noncustodial parents both preferred that information be given to them in writing.

The survey showed that, with the exceptions of enforcement by income withholding and award guidelines, custodial parents were knowledgeable about the program's services. Noncustodial parents tended to be less knowledgeable, especially about paternity establishment.

Recommendations included more training for staff on effective case management techniques, developing an office procedural manual for customers, and conducting an employee job satisfaction survey.

On request, data from this survey is available to other states to use as a model or resource for planning customer satisfaction surveys or implementing customer service changes.

If you would like more information about Louisiana's customer service survey, contact the Principal Investigator, Kathy Morris, at (225) 342-4780.

Criteria for Inclusion of Cases in the Louisiana Survey Sample

• Case contained a valid child support application, referral, or interstate petition;
• Case consisted of only one custodial parent, one noncustodial parent, and one or more children;
• Case had an ongoing order for child or medical support, or was in the process of having paternity and child or medical support established as of December 31, 1999;
• Name and location of the noncustodial parent was known; and
• Case was not suspended, closed, or an arrears-only case as of December 31, 1999.

Respondents with multiple cases were asked only about one case. In foster care cases, only the noncustodial parent was surveyed. Other states' child support agencies or customers were not interviewed. This would require a different survey approach that could be considered at a later date.

OCSE Hosts Research Conference

OCSE hosted a research conference June 7 and 8, 2001 in Arlington Virginia at the Crystal Gateway Marriott. The conference brought together 150 leading child support administrators, practitioners, and researchers to create a forum for information exchange, encourage more state-level child support research, and generate new research ideas (see Box).

The overall conference goal was to increase and improve child support research that will be used to shape the future of child support enforcement at the federal, state, and local levels.

Mr. Garfinkel . . . discussed the importance of research as a vehicle to explain the success of child support, especially in helping to keep families off welfare.

OCSE Acting Commissioner Frank Fuentes and Gaile Maller, Director of the agency's Division of Planning, Research, and Evaluation, welcomed the participants. Commissioner Fuentes said, "There is no way that we can do effective work in this area without taking advantage of the best research available on children and families and conducting some of our own. . . . Our policies and operations should be based on the best available research findings."

Ms. Maller added that OCSE is interested in "expanding the width and depth of our research. We want to enhance the capacity of states to do research that will improve the delivery of services and collect more money on behalf of the children of America."

Irv Garfinkel and Marilyn Ray Smith spoke at the opening plenary session on "Child Support Research and National Policy Formation." Ms. Smith said that an important task was to learn how to translate the findings of research into usable information for the field. She also said that rather than asking how much noncustodial parents should be paying, we should be trying to determine the reasons why they are not paying.

Mr. Garfinkel indicated that support takes a variety of forms and touched on the importance of different kinds. He then discussed the importance of research as a vehicle to explain the success of child support, especially in helping to keep families off welfare.

Plenary sessions on child support research and national policy formation, research and state operations, and building linkages between child support agencies and the research community were followed by workshops on a variety of research topics, among which were: operations research, paternity and child support orders, low-income and incarcerated noncustodial parents, evaluation methodologies, and research tools and databases.

If you would like more information about the conference, contact Jim Rich at (202) 401-3447.

Suggested Research Topics: Child Support's Impact on Parents and Families

• Visitation-Its impact on child well being.
• Responsible Parenting Programs-Their effectiveness in terms of compliance with support orders and connecting noncustodial parents with their children.
• Case Characteristics-The demographic characteristics of child support cases.
• Self-Sufficiency-The relationship between TANF exit and receipt of child support.
• Family Formation-What factors lead to an increased incidence of marriage, especially for parents in nonmarital birth cases?
• Outreach to Diverse Populations-What are promising practices for providing services to culturally and/or linguistically diverse populations?
• Community Outreach-How can child support agencies work with community based organizations and the faith-based community to achieve common objectives?

President Addresses Fatherhood Issues

Citing the public consequences of fatherlessness, President George W. Bush said that public officials have a role to play in what he called "one of our greatest social problems. . . . . The fatherhood movement is diverse," the President said, "but it is united by one belief: fathers have a unique and irreplaceable role in the lives of children."

Fatherhood is a major item in the President's 2002 budget, which provides $64 million for programs designed to strengthen fatherhood and $315 million over five years. The 2002 budget also includes $67 million for helping the children and families of incarcerated fathers.

"The fatherhood movement is diverse, but it is united by one belief: fathers have a unique and irreplaceable role in the lives of children." ...President George W. Bush

In his remarks, the President also acknowledged single mothers. "They deserve our respect," he said, "and they deserve our support" in grappling with circumstances "far harder than most of us can possibly imagine. . . . [but] we must never forget [that] children need their dads, and when they're absent, something is lost."

The President made his remarks to participants at the 4th National Summit on Fatherhood, June 7, in Washington, DC.

Hawaii Achieves Systems Certification

Hawaii's PRWORA certification review report was signed on June 11, 2001, making the State the 7th to have achieved PRWORA systems certification.

Georgia Airs "The Fathers Side" Video

Georgia's Office of Child Support Enforcement contracted with Georgia Public Broadcasting to produce a 30-minute video about the Georgia Fatherhood Program. "The Father's Side" is the title of the new video. The project was shown on Georgia Public Television on Father's Day, June 17, 2001.

In documentary style, the video profiles three Fatherhood participants who face different barriers to employment, such as lack of transportation, criminal backgrounds, and substance abuse problems. A film crew spent time with each participant at home, on the job, at church, in class, and with their children.

"The goal of this project is to highlight the participants and the changes their involvement with the Fatherhood Program has brought to their lives and the lives of their children," says Robert Riddle, Director of Georgia's Office of Child Support Enforcement. "The Fatherhood Program," he continues, "makes it possible for low-income men who owe child support to go to technical school, learn a marketable skill, and get a job."

To date, more than 8,000 men have received one or more of the program's services. More than 2,100 men are currently enrolled in the program.

A copy of the program video, "The Father's Side," will be sent to every state child support director. If you would like more information about the Georgia Fatherhood Program, contact Robert Johnson at rfjohnso@dhr.state.ga.us or at (404) 657-9222.

Judicial Family Relations Counselors Work With Connecticut Parents to Resolve Visitation Issues

By: Debra Kulak, Roger Frigon and Keary Pitt

Every day at Family Support Magistrate Court locations in Connecticut, court opens with an advisement of rights by the presiding Magistrate. Those in attendance are informed of their rights and responsibilities and the powers that the Court has to establish and enforce child support orders.

In Hartford's Family Support Magistrate Court, an additional message is provided. The Magistrate announces that federal funds associated with the State's Access and Visitation Grant have made it possible for the Court to acquire a Judicial Family Relations Counselor-a trained, experienced mediator-to address visitation issues. This person is present in the courtroom during the advisement of rights each Monday morning, Wednesday afternoon, and Friday morning. Each of these times corresponds either with the days on which support orders are issued for the first time or with the Contempt Calendar.

The Magistrate reminds the parents in Court that caring for their children is their foremost responsibility and that this is a responsibility best shared by both parents. The Court also cites its statutory power to accept and approve parenting agreements that are presented by the parents as being in the best interests of their children. Such agreements, the Magistrate explains, are often the product of the parents' work with the Family Relations Counselor and, once approved, are enforceable orders of the Court.

The Family Relations Counselor, who is neither an attorney nor an advocate for either parent, conducts a brief assessment at the first meeting to determine the best approach to resolving the parents' concerns. Families who are involved with the State's Child Protection Agency are not accepted for this service. Where there is a history of domestic violence, special attention is given to safety issues. Parents are not asked to meet together if there is a safety concern or an existing Restraining Order or Protective Order.

While the focus of mediation is on the development of a structured parenting schedule that can be codified by the Court, the process is one that emphasizes cooperation, compromise, and constructive problem solving. Parents are encouraged to establish short-term goals that can help them develop the mutual trust and respect that will form the foundation for their long-term parenting relationship. The need for flexibility is stressed so that the parents can adjust to their child's needs and other changing circumstances. The parents also are encouraged to consider mediation as an aid in resolving other conflicts that may arise in the future.

The process is one that emphasizes cooperation, compromise, and constructive problem solving.

When parents reach an agreement about a parenting plan that they both believe is in their child's best interests, their plan is committed to writing, signed by both of them, and placed on the Court's docket at a mutually agreeable date. The parents then appear before the Family Support Court Magistrate to present their agreement and have it made into an enforceable Court Order.

This program has benefited the families and the Court alike. The issues of visitation and parental involvement are handled in an expedient, cost-effective manner, while a foundation of cooperation and communication between the parents is established that can help them become better parents in the future.

If you have questions or would like to learn more about this project, contact Debra Kulak at (860) 566-3140.

2001 Conference Calendar

July

23-24 2nd Annual Hispanic Leadership Forum, HHH Building, Room 800, Washington, DC, Frank Fajardo (303) 844-3100 X 312 or Toni Baker (202) 401-4731.

27 Kansas Child Support EnforcementAssociation 2001 Conference, Holiday Inn Holidome and Convention Center, Topeka, KS, Sara Wilson (316) 429-3014.

August

12-16 NCSEA 50th Annual Conference and Exposition, Hilton New York, New York City, NY, Carol Henry (202) 624-8180.

27-29 Nebraska Association of Child Support Enforcement Annual Training Conference, Ramada Inn, Kearney, NE, Sondra Cluck (308) 535-8254.

September

4-7 Southwest Regional Support Enforcement Association 2001 Annual Training Conference, Renaissance Hotel & Myriad Convention Center, Oklahoma City, OK, Laurel Eaton (405) 522-2660.

9-13 Domestic Relations Association of Pennsylvania 34th Annual Conference, Harrisburg Hilton-Towers, Harrisburg, PA, Rosemary McFee (610) 782-3185.

10-12, OCSE 11th National Child Support Enforcement Training Conference, Hyatt Regency Crystal City, Arlington, VA, Bertha Hammett (202) 5292 or Isabelle Howes (202) 314-3471.

24-25 NE HUB Conference on Welfare to Work for Noncustodial Parents, TBA, Philadelphia, PA, Joanne Krudys (212) 264-2890 X 127 or Juanita DeVine (215) 861-4054.

October

2-4 Washington State Family Support Council's 22nd Annual Conference: "Children First," Wenatchee, WA, Judy Young (360)664-5063.

10-12 Maryland Joint Child Support Conference, Princess Royale Hotel, Ocean City, MD, Kelvin Harris (410) 764-2843.

21-25 Western Interstate Child Support Enforcement Council Annual Training Conference, Omni San Antonio Hotel, San Antonio, TX, Cheryl Kabler (512) 460-6348.

Children Living With Two Parents

The majority of the 71 million children who live in the United States live with two parents, according to the U.S. Census Bureau, although the percentage has been decreasing since 1980. In 1980, 77 percent of all children under age 18 lived with two parents, falling to 73 percent in 1990 and 68 percent by 1998.

Over the 18-year period, the share of children living with only their mother rose from 18 percent to 23 percent and the share living with only their father grew from less than 2 percent to about 4 percent. In 1998, about 3 percent of children lived with other relatives and about 1 percent lived with people who were not relatives.

What Research Shows About the Incarcerated Parent in Colorado

By: Jessica Pearson

With the support of the Federal Office of Child Support Enforcement, Colorado has conducted a number of pilot projects and studies on incarcerated noncustodial parents. Here's what the research shows.

• Incarcerated noncustodial parents often do not know that their child support obligations continue at order levels set prior to their incarceration, even when their earnings stop. On average, incarcerated noncustodial parents in Colorado have child support orders of $178 per month. They earn 25 cents to $2.50 per day;
• Incarcerated noncustodial parents accumulate substantial arrears while they are in prison. On average, noncustodial parents in Colorado prisons have arrears balances that average $11,738. As a group, they owe $53 million;
• Incarcerated noncustodial parents often do not know they can request a modification of their child support obligations while they are in prison. Many assume that nothing can happen to them while they are in prison and are confused about how to request a change;
• Efforts to educate incarcerated noncustodial parents about child support policies and modification requests are complicated by high rates of inmate mobility across facilities and by difficulties gaining access to facilities and to the appropriate prisoners within a facility. There also are a limited number of Department of Corrections and CSE staff to make presentations about child support and a limited number of staff to process modification requests, as well as the lack of a prior working relationship between corrections and child support;
• Colorado, as is true of most states, has no consistent policy for incarcerated and paroled noncustodial parents, with some jurisdictions granting modifications due to incarceration, while others treat incarceration as voluntary unemployment and refuse to change pre-incarceration orders; and
• Colorado inmates give high marks to a two-hour training program on child support and child access conducted in prisons by the State's child support program, with 90 percent rating it as helpful, recommending it to others, and saying that all their child support questions were answered. Inmates also did well on a brief quiz on child support administered at the end of the program, correctly noting that child support arrears accumulate during incarceration and that they must file a written request to modify in order for changes to be made in their orders.

For more information on child support and incarceration in Colorado, contact Dan Welch at (720) 947-5087.

Minnesota's Recognition of Parentage Program

Last year in Minnesota, about 17,000 children were born to unmarried parents. Paternity was established for about 15,000 children, and 78 percent of these were voluntary establishments through the Recognition of Parentage (ROP) program, which places the father's name on the birth certificate.

At the Cambridge Medical Center in Isanti County, staff helped to establish paternity for 101 children. Shonna Reineccius, health unit coordinator, said that about 95 percent of unmarried couples complete the ROP process, either at the time of their child's birth or soon after. Reineccius attributed Cambridge's success to customer service.

"We meet with parents one-on-one and present them with a ROP form already typed up," she said. "We introduce the materials early, even while Mom is in labor, so that nothing is left to the last minute. It's so important for Dads to be involved with their kids. The ROP program helps get them started."