Author Archives: The Federal Office of Child Support Enforcement

Is there more we can do to help moms?

Mom 1March is National Women’s History Month and a good time to consider how women—and, more specifically, moms—are faring in today’s economy.

First, the good news: we are seeing an upward trend nationally in the number of newly hired employees for the last 7 months. The economy is moving in the right direction.

But the sobering news is that women have experienced substantial job loss and declining earnings. While men took the biggest employment hits during the recession, women’s employment has lagged behind during the recovery. The majority of women’s job losses have been in public sector employment. Overall, the poverty rate for custodial families has increased significantly in recent years. (Falling Behind, the Women’s Foundation of California, January 2012)

The economic climate plays a role in how states set child support guidelines. When states review their child support guidelines (every 4 years), they look at studies of child-rearing expenditures that vary by age and economic method. One is the USDA’s Expenditures on Children by Families: 2010 Annual Report.

The report shows that a middle-income family with a child born in 2010 can expect to spend about $226,920 for food, shelter and other necessities to raise that child over the next 17 years. That projection represents a 2 percent increase over 2009. The study also notes that family income affects child-rearing costs, as do costs of education beyond high school and geographic variation.

More custodial moms are saying they have lost their jobs or are working two and three jobs just to cover basic expenses. Many jobs are part-time, minimum-wage, and do not offer health insurance. When noncustodial parents can’t find work either, and stop paying reliable child support, family budgets face a perfect storm.

I understand that, up close and personal. For many years, I was that single mom raising two wonderful children by myself and working three part-time jobs. And many of you have been in the same boat, worried about how you will pay the rent, the electric bill, gas for the car, the children’s new shoes, the credit card bills—how you will stay afloat until child support payments start coming in.

Our mission is clear—to obtain reliable support for children. We have many powerful enforcement tools to collect child support when noncustodial parents have income, including wage withholding, bank account seizures, and driver’s license and passport suspensions. And for 70 percent of the cases in our caseload with support orders in place, these standard enforcement tools result in more than $24 billion in support income for families.

But our challenge is what to do when standard enforcement does not work. There is no question that our child support program is a balancing act, and that sometimes there simply is not enough money to go around. Family-centered child support services means, quite simply, going about our job of obtaining child support in a way that addresses the specific circumstances of the family in front of us. When the family needs the money, but the noncustodial parent is unemployed, we have to try something else, or the family will go without help. We need to work with both parents if we are to effectively serve real families in a time of economic need. “Sorry, we can’t help you” doesn’t put food on the table.

A child support professional recently emailed: “I have been working in child support for over a decade. It is good that there is more assistance for fathers than there used to be, but why is there no assistance for mothers? It seems we assume the only thing mothers need is child support; that only fathers need assistance on parenting. … There should be initiatives for both mother and father.”

Although there is no question that child support programs are struggling with budget cutbacks, there are many low-cost things we can do to do a better job connecting both parents to a range of needed community resources to help them keep their families afloat.

Are there brochures in the waiting room that tell moms and dads where to apply for the Supplemental Nutrition Assistance Program (SNAP) when they are broke? Do our websites direct parents to local VITA centers (see the EITC reminder in the March Child Support Report) that help working parents file for Earned Income Tax Credits? Do we refer unemployed mothers and fathers to the workforce one-stop in the community? Do we ask about the health care coverage of the parents, as well as the children?

I’d like to hear more from the child support community. How do you assist moms to get help beyond traditional child support enforcement? And what about the grandparents in your caseload who are raising grandchildren?

Please leave a comment on this blog.

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New Ways to e-Communicate—Are they Right for You?

e-communication road signsNo matter where we work, we depend on email. And more and more, we depend on newer forms of electronic communication, too. On many government websites, we find buttons that connect us with new media and social media websites. We communicate via blogs, Facebook, twitter, discussion groups, and instant messaging; and we comment on web articles, podcasts and videos.

Writing through new media technology is not really different than writing an email or letter:  we need to know how to best present our message—whether it’s to a customer, a colleague, or a group of partners on a project. Who is our audience and what do they want to know, and what do we want them to know? Whether we are writing for a blog or a website or a YouTube script—or even instant messaging via online chats, cell phone texts, or tweets—we need to present our message clearly and concisely. (The latter three, of course, are generally already pithy—lol.) See the February Child Support Report for “plain language” tips.

What is different about new media? It’s the possibility of engaging our customers and colleagues by inviting them to join in the conversation. We can promote our services, share expertise, and help them to cut through bureaucracy by simply putting our message where they will see it. This means we are better able to “brand” our program as customer-friendly; we are saying “we want to communicate with you in places and in ways you connect in the modern world.” New media can be an important part of a communication strategy to build relationships with employees, partners and customers through feedback and dialogue.

States, counties and tribes have led the way in finding innovative tools for communicating with customers, employees and the public. Not all forms of new media will work for every program, but they may offer no-cost or low-cost choices to help you brand your program, as we see from Contra Costa County’s experience in the Child Support Report.

OCSE has just launched the first phase of its redesigned website as part of a broader initiative undertaken by our parent agency, the Administration for Children and Families, within the U.S. Department of Health and Human Services. In researching our options, we reviewed many of your websites for good ideas. Check it out—we think you will agree that it presents a more welcoming face to the public. We are just at the “look and feel” stage; in the future, you will have access to the resources you can get from our current website. We plan to expand into more media venues as we phase-in sections of our new website.

At OCSE, we started small in the realm of new media by posting this Commissioner’s Voice column as a blog. It offers a forum for you, the readers in the child support community, to comment on the monthly topic and share ideas.

It’s a little scary having a child support blog because child support is an issue that can cut deeply for both parents. The question we asked ourselves is whether we were prepared to hear strong viewpoints and take criticism sometimes. (For customers with a question or comment that relates to a personal child support case, the blog links to OCSE customer service staff.) Do we have to be cautious when using new media? Of course; we need to consider security and guard against displaying “personal identifying information.” We need to explore secure software packages and share our knowledge.

Some of you use e-communication methods through the QUICK application when you view case information in real time, or through your electronic document exchange system. Others use instant messaging to connect with each other in your organization—to ask who to contact in another location, for example. And others offer a “live chat” with a child support representative during certain hours in the day.

Might instant messaging be useful for the Interstate Case Reconciliation Project or Central Registry workers? Or perhaps among workers who respond to customer inquiries? Would you benefit from making podcasts available for colleagues or customers to listen to at their leisure? Would new media help you reach parents in the military about your services or push out information fast in an emergency?

I’d like to learn about your experience with e-communication tools. Please comment on this blog, or contact your state technical support liaison or the OCSE social media coordinator to discuss possibilities in new media.

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Our Program’s Turning Point in Technology

AppsThe child support program has a deep culture of innovation and investment in technology.  Technology makes it possible to locate parents and enforce support for 17.5 million children. Technology also can help us identify effective enforcement strategies, intervene early when payments fall off, and support excellent customer service at every point of contact with our program.

The January 2012 Child Support Report highlights two of the ways that technology is improving our case management and customer service, through early-intervention “alerts” in Colorado and electronic document management in West Virginia.

We need technology to help us:

  • Locate income and assets for the 75 percent of our caseload that does not need hands-on service intervention.
  • Identify the 25 percent of parents who lack steady employment and analyze service needs.  Technology can help us conduct case analysis, segment our caseload, use data analytics, and track performance data at the caseworker, manager and executive levels. We don’t need to impute income on a routine basis anymore. We can develop income profiles of our noncustodial parents. No case should be going to court on a contempt motion without an analysis of the real financial situation of the noncustodial parent.
  • Improve customer service for a new generation of parents, many of whom grew up without a parent, have diverse ethnic backgrounds, and get their information through technology. We can expand interactive websites and voice response systems. We can use cell phone texts and email alerts to parents. We can make applications for services available online for our program and other programs, and link parents to benefit calculators and program navigators.  We can develop apps, such as text4baby.
  • Develop online staff training and online resource libraries.
  • Tell our story differently through the electronic face of our program—not only to each other, but to specific groups of stakeholders, community organizations and the public—through customer-friendly websites, short videos of real parents describing their experiences, and useful online resources.

A final note: According to the USDA Expenditures on Children by Families report, the costs of child-rearing vary considerably by household income level and age of the child. The Cost of Raising a Child Calculator can estimate how much it will annually cost to raise a child. This may help your agency work with parents to plan better for overall expenses. Asset-building strategies like those in Texas (see the Child Support Report) present ways we can encourage both parents to manage their money so they are better able to support their children and improve their own situations.

Please submit a comment on this blog with a way that we might use technology as we head into a new year filled with great potential for our program.

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Welcoming Back Parents in the Military

Military parent 1Over the past decade, the child support program has come to view both parents as its customers. We can’t do right by children unless we extend a helping hand to those mothers and fathers who need it. This is particularly the case for military families who have put themselves on the line for our country.

In her article in the December Child Support Report, Gwen Anderson, military liaison for Delaware’s child support program, talks about this changing approach to noncustodial parents. Gwen personifies the commitment to collaboration that we share in our program. As Gwen says, collaboration with military and veteran organizations “can offer great rewards for the child support agency, both parents, and most importantly, the children.”

The story about Delaware is one of several in the newsletter about projects that demonstrate that the child support program is becoming a place where military families can turn to for help with child support-related concerns.

I am proud to see child support professionals around the country reach out to military and veteran parents. You may be a specialized military liaison, attorney, caseworker, call center staff, or receptionist. Whatever your role, the time you invest in helping parents manage their child support cases and related family issues is time invested in children.

We’ve added a new section on the OCSE website—Working with our Military and Veteran Parents—that links to three new fact sheets and other resources. The fact sheets are part of a broader OCSE initiative to reach out to parents who are currently deployed or returning to civilian life. Over the coming months, we will continue to develop information that we hope will be useful to you, military and veteran organizations, and families.

Please submit a comment on this blog to share your examples of working with military and veteran families in the child support program.

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Our Growing Tribal Child Support Programs

Indian kidsThe number of tribal child support programs is growing—and many children are thriving as a result. Today, 42 tribes operate comprehensive programs and another 10 tribes manage start-up programs on their way to becoming comprehensive. Other tribes have expressed an interest in starting child support programs that meet the needs of Indian families and communities.

Tribes have long understood the value of working in a holistic environment compatible with the “bubble chart” as we see in the many examples of family-centered services in recent Child Support Report articles. We’ve read about Osage Nation’s program to help parents avoid incarceration (April); Albert Pooley’s (President of the Native American Fatherhood and Families Association) perspectives on strengthening families (June); Nez Perce Tribe’s video in social media to promote a fatherhood training program (September); and how child support agencies can address the prevalence of domestic violence in tribal families (October). And in the November issue, we learn about the Modoc tribal program’s enforcement tool that’s helping noncustodial parents obtain employment and avoid incarceration.

Tribal child support programs, like state and county programs, are well-positioned to provide holistic services by forming partnerships with other tribal programs, such as TANF, child welfare, workforce, community colleges, fatherhood, wellness, domestic violence, and justice programs. These cross-program partnerships can help increase reliable child support payments through expanded work opportunities and stronger family relationships.

With the signing of the ACF Tribal Consultation Policy, we are educating more staff within ACF about working with tribal programs. The Administration for Native Americans distributed a book titled Working in Indian Country:  Building Successful Business Relationships with American Indian Tribes. OCSE appreciates its ongoing collaboration with ANA to identify innovative cross-program strategies that can support tribal programs.

The MTS (Model Tribal System) testing continues with the Modoc Tribe of Oklahoma and Forest County Potawatomi Community tribal child support programs. Once testing is completed later this year, both tribes will load their respective caseloads onto their copies of the system and move into full production mode. Early next year, the MTS is slated to roll out nationwide, and will be available at that time to all interested tribes. To support the MTS project into the future, OCSE secured a contractor to provide ongoing software maintenance support, including both maintenance of the base system and any future enhancement activities.

We continue to engage tribes in a collaborative process to move the program forward in a way that is culturally appropriate so more and more children and families will thrive.

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Helping Domestic Violence Survivors Pursue Child Support Safely and Confidentially

boy at windowEconomic dependence is one of the main reasons that women remain with or return to an abusive partner. The research says that more than 90 percent of custodial mothers who face the risk of domestic violence want and need to pursue child support if they can do so safely and confidentially. Nonetheless, a parent may hesitate to seek child support services if she is afraid for her safety, and especially if she is worried about the safety of her child. What can we, as child support professionals, do to help domestic violence survivors in this situation?

Our opportunities to help parents who experience domestic violence have been expanding over the past few years. More than ever before, the child support program is committed to collaboration with other agencies that can help, and connecting vulnerable families to organizations that provide domestic violence services, including safety planning.

Why now? We are taking a greater role in collaboration with other government agencies and national and community organizations as we provide services to both parents—custodial and noncustodial. And because the child support program is in a unique position to offer services to both parents (and is making more efforts to engage fathers in the lives of their children), we also have a responsibility to reduce the risk of domestic violence and help domestic violence survivors pursue child support in safety.

Two points in a relationship are particularly vulnerable to domestic violence—around the birth of a child, and when a couple separates. Those are precisely the points when a custodial parent may initiate a child support case. How we do our work in the center of the Bubble Chart—our core mission of establishing and enforcing support—can mean the difference between economic independence and heightened risk for survivors of domestic violence.

For example, consultation with parents who face a known risk of domestic violence, tailoring enforcement strategies, and confidentiality safeguards are essential for safely collecting support. The Federal Parent Locator Service assists domestic violence survivors by protecting their information through use of the Family Violence Indicator. 

And, the first rule is to do no harm. There are situations when it may not be safe to collect child support. Defer to the custodial parent’s judgment about whether child support services may be too dangerous to pursue. A series of studies conducted by the Center for Policy Research identified a number of factors to help predict whether a domestic violence survivor receiving TANF cash assistance wanted to claim good cause from child support cooperation. The best predictor is whether the father threatened to harm the children. Additional factors include whether the father threatened to harm the mother; tried to isolate her; hit or beat her up; monitored her telephone calls; prevented her from working; abused her within the past six months; or caused her to call the police.

As part of our commitment to safely enforcing child support, OCSE has dedicated one of the domains (or “bubbles”) in the Bubble Chart to Family Violence Collaboration. Take a look at our fact sheet that corresponds with that domain. It highlights opportunities for collaboration with other agencies, including your state’s or county’s TANF program, that address domestic violence.

In honor of Domestic Violence Awareness Month, several articles in the October Child Support Report newsletter specify ways your child support agency can help parents with cases that involve vulnerable families. The articles mention websites and phone numbers for organizations where you can learn more, as well as OCSE resources such as the Intergovernmental Referral Guide that lists contact persons who handle domestic violence issues in each state.

Do you, or the child support agency where you work, offer services for one or both parents who may be involved in a domestic violence situation?  Do you collaborate with other agencies in any of the Bubble Chart domains that can help to address domestic violence? Please let me know by submitting a comment on this blog.

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‘Family-Centered Services’ Means Good Customer Service

Blowing bubblesPart of the meaning of “family-centered services” is providing good customer service. It means developing the habit of seeing yourself and your office through the eyes of the parents who interact with you, and reorganizing your work to become more responsive. Customer service is right in the center of the bubble chart—part of our core business.

What do you want from the child support program as a custodial mom, as a custodial dad, as a grandmother? First of all, you want results. You want the other parent to pay. You don’t want to waste your time. You don’t want to sit in a waiting room or in a phone queue. You don’t want to fill out paperwork over and over again. You want to get your questions answered. You want a clear understanding of what will happen to you in the process. You want to feel safe. You might want to apply for other programs, such as SNAP and SSI, if only someone would ask you. You don’t want to be judged. You want your worker to know what you are up against.

And if you are a noncustodial dad or mom? You want the worker to understand the complexity and sorrow of your life. You want to be treated as a parent, not a wallet. You want to be respected and understood. You want the system to work with you, not against you. You don’t want to be judged. You don’t want to be humiliated. You want a chance to make things right. You need a job. You want to see your kids. You want for your children what you might never have had.

Every one of us has had good and bad customer experiences. And we can identify precisely what went right or wrong in those experiences. Usually, when things go right, we feel that we matter, we feel heard, we are engaged in the process, and we can maintain some control over the outcome—whether we are ordering online, fixing a problem with a bill, or sitting in a hospital waiting room.

The child support program has a deep culture of innovation. Innovation starts with every worker and every manager saying out loud:

Do you know what I saw? What I heard? What I read?

What if we …?

Why do we…?

We ought to try….

As child support offices around the country know, technology is part of the answer to providing good quality customer service, especially in a time of budget cutbacks. Technology can help us reach a new generation of parents, many of whom get their information through the internet. We can expand customer-friendly, interactive websites and voice response systems. We can use cell phone texts and email alerts to parents. We can post short videos with real customers to speak for our program and develop apps that make our internet services easy to use. We can encourage parents to apply for services online and link parents to such resources as benefit calculators and program navigators.

But technology is not the whole answer. When states were implementing statewide computer systems in the 1990s, the prevailing idea was that we would become efficient collection agencies—highly automated, impersonal, with minimal caseworker intervention. Now we know that that approach is not enough. We need to build in the missing ingredient in our program—parental engagement. The money is important. But what we know now is that child support is about more than just money; it’s about families.

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State Services Portal – A Giant Step for Our Electronic Communications

Toddler at windowThe many systems that connect caseworkers around the country have become very important to the child support program. Child support professionals are able to help families get child support payments more quickly, and families are then better able to help their children thrive.

Many of you are already reaping the benefits of the State Services Portal—an exciting step forward in the world of child support electronic communications. Thanks to the portal (part of the Federal Parent Locator Service, or FPLS), state workers have web-based access to other states’ child support information through a secure, “single sign-on interface.” Last year the Query Interstate Cases for Kids (QUICK) and Federal Offset and Passport Denial applications, and the e-Employer Query Page, moved onto the State Services Portal.

Now there’s more! This summer we added new services and applications to the portal. Building on existing interfaces with states, users are able to access Locate, Debt Inquiry and Department of Defense (DOD) Entitlement data using the portal.

We could look at it this way. We have evolved from a program that was worker driven to one that is systems driven. But you can never take the worker out of our program. As the child support program evolves, so does the nature of our work. We want to position ourselves to be able to serve the 25 percent of the parents in our caseload who are struggling to make ends meet and manage their parental responsibilities. The State Services Portal is one way we are helping states improve services to parents.

Here are a few technical details about the portal:

  • Locate – States struggle with making program changes to take advantage of new locate sources. This enhancement allows a caseworker to request an FPLS locate through the portal. They will receive the NDNH data immediately and will be notified when the locate responses are available for them to view.
  • Debt Inquiry Service – Employers and insurers now have a central place to provide information about upcoming payments, such as a bonus or claim payment. The Debt Inquiry Service is designed to match the information that they provide to the Debtor file, which contains information submitted by state child support agencies to OCSE about delinquent child support debts. Matches are sent to the appropriate states so they can collect those payments.
  • DOD Entitlement – This enhancement gives states a faster method of obtaining information about entitlement payments for parents in the military (active and reservists).  Currently states submit a subpoena to DOD for this information, which can be a time-consuming process. The NDNH provides Quarterly Wage data as a total amount that includes all entitlements. The breakdown of entitlements provided with this enhancement will allow states to set more accurate child support orders.

States now using the portal are Florida, Idaho, Kansas, Missouri, Nebraska, South Dakota, Pennsylvania, Puerto Rico, North Dakota, Minnesota, Indiana and Virginia. You can learn more from the End User Support team at 800-258-2736 or

I’d like to hear about your experiences with the portal. Please share your comments on this Commissioner’s Voice blog.

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Improving Our Outreach to Hispanic and Latino Parents

Hispanic girls

The United States population is becoming more diverse. The U.S. Census Bureau estimates that by 2050, Hispanics and Latinos will constitute 30 percent of the U.S. population, up from 16.3 percent in 2010. We know that the composition of the child support program’s caseload is changing as well. We have more Latino and Hispanic families, as well as families from a range of other ethnic and immigrant groups.

Child support professionals are increasingly aware of our need to conduct outreach to the Hispanic community. We are doing more to tailor our customer service to address the linguistic and cultural barriers to navigating the child support program and accessing other social services. For example, we are offering more bilingual publications and advertising on local radio and TV.

We are forming and enhancing collaborations with community and faith-based organizations and working with practitioners and advocates, who can help us bridge the gap in providing information to Hispanic families about child support services. The organizations can offer accurate information, answer questions, provide advocacy services, and help to overcome parents’ mistrust and misunderstandings about the program.

This spring, an OCSE outreach training event in Florida furthered the child support program’s connections with community organizations (see the July 2011 Child Support Report). While we sometimes assume that community organizations are aware of our latest services, we know from events like the one in Florida the value of meeting face-to-face with representatives from organizations that have daily interaction with Hispanic families. Outreach events such as these serve as a valuable connection to the Hispanic community.

In Sonoma County, CA, the child support office is striving to increase collections among its Latino parents. The office created two postcards in Spanish and is disseminating them throughout the Latino community—with help from community organizations. The postcards explain child support services and help to alleviate apprehensions about connecting with a child support office. (See the postcards on page 4 in the Child Support Report.)

Earlier this month, OCSE was on hand to answer questions at the League of United Latin American Citizens’ annual conference in Cincinnati with more than 20,000 participants. And we are looking forward to an outreach event later this month at the National Council of LaRaza’s annual conference, where a national Latino Family Expo draws more than 200 exhibitors and 40,000 attendees! At both events, OCSE staff members share a booth with Head Start (a great way to demonstrate cross-program collaboration) and demonstrate the OCSE online toolkit on a laptop for passersby.

Recently, HHS announced a new initiative to use Promotores de Salud to strengthen outreach and education on the availability of health services and insurance coverage to underserved Hispanic and Latino communities. The federal work group guiding the initiative represents several HHS offices including the Administration for Children and Families. OCSE will pay close attention as this initiative takes off.

We also plan to stay tuned-in to ways we can further our outreach to the Hispanic and Latino families through multiple channels of communication. Two national surveys conducted in 2010 by the Pew Research Center—the Pew Hispanic Center’s 2010 National Survey of Latinos and the Pew Internet and American Life Project’s Health Tracking Survey—made some very interesting findings. Did you know that 91 percent of Latinos say they get news from network, local, or cable television? Or that nearly half get their news in both English and Spanish? Or that Hispanics are more likely than whites to engage in instant messaging—an outreach opportunity for us?

Is technology helping your agency communicate with Spanish-speaking parents? Do you have a Facebook page that answers questions in Spanish? (Hispanics, like everyone else, use Facebook, says this blog). Do you post blogs that allow readers to submit comments, or use other social media to reach Hispanic and Latino families?

Let us know in your comment on this blog.

OCSE is learning, too. The more knowledge we can gain about our Hispanic parents, the better we’ll be able to reach out and offer responsive services to families.

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Spreading the Message on Our Commitment to Fatherhood

father and babyThe child support program is one of the few government programs that systematically reach men, and the only one to do so in their roles as fathers. Because the program serves so many children—a quarter of all children and half of all poor children—and both their parents throughout childhood, it is uniquely positioned to connect men to a range of resources to help them be the fathers they want to be.

Across the country, child support programs are finding innovative new ways to help fathers provide for their children. State and local child support agencies have engaged in outreach, referral, case management and other activities in partnership with fatherhood, workforce, veterans, reentry, and asset-building programs to increase the ability of parents to support their children. They are working to engage fathers in the lives of their children, to increase noncustodial parent employment, to improve family relationships, and to address family violence prevention. 

OCSE Updated Bubble ChartThe OCSE “bubble chart” promotes the child support program’s vision for a more holistic family-centered approach to service delivery. Our collaborations with other public agencies and community organizations in the six domains of the bubble chart are enhancing the success of our program’s fundamental mission to reinforce the responsibility of parents to support their children when they live apart and to encourage fathers and mothers to be involved in their children’s lives.

OCSE reconfirms our commitment to fatherhood issues through participation in a range of federal interagency initiatives, including six listed on page 3 in the June Child Support Report.

This month, the Child Support Report also brings you voices of fathers—leaders of three national organizations—who discuss their views on fatherhood. Four other articles look at research and state perspectives about unwed parents in our program. Several highlight the need for more services that target fathers across the country and point out efforts that are showing signs of success. All of the articles—plus another (on page 8) about a North Carolina county partnership with the local library—demonstrate the child support program’s obligation to speak out about our commitment to fatherhood issues.

We have a long way to go, but our collaborative work at every level of government and with community organizations strengthens our important message that the child support program is here to help parents, children, and families.

Happy Father’s Day to all!

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