In my previous Commissioner’s Voice column, I talked about the three generations in our society and three generations of our child support program and how the generational shifts in our society have impacted the way we do business. I gave examples of how you, the managers and staff in child support agencies, are addressing the changes in our caseload in innovative ways.
The members of the rising generation in our society—and in our program—expect clear information. They expect respect. They expect resources. And they expect results. In OCSE, we are beginning a new national strategic planning process for 2015-2019, involving all state and tribal child support directors. We want to use this process to help us position the child support program for the future. We have challenges ahead, but also a great commitment to our mission and the people we serve.
What do we need to accomplish as we face the third generation of our program? As we start the New Year, please consider these 10 challenges. We need to:
- Modernize our systems, automate as much as we can, maintain strong security controls, and figure out the right balance between data privacy and data sharing.
- Update our communications, customer service, case management, and service delivery approaches for diverse families to get the best results for this generation.
- Plan for generational succession in our offices as the people who built this program retire.
- Improve interstate enforcement, the last frontier, and develop effective federal/state/tribal/international case processing procedures.
- Modernize our laws, guidelines, and judicial processes, including updating our medical support, policies, and routine use of contempt hearings.
- Set accurate orders based on real income, reduce reliance on imputed income, keep orders accurate, and reduce state debt on the books.
- Pay all of the money we collect to families and address the loss of revenue involved in shifting to 100% family distribution policies.
- Figure out how we leverage and coordinate employment, parenting time, health care, and other services for those parents who need help.
- Make the most of the political credibility we’ve established due to the work of the last two generations by carrying it into the communities and parents we serve.
- Accomplish all of this with constrained resources.
I know we can do it.