Tag Archives: Family-Centered Services

Changes in motherhood and youth

mother's day cardEvery Mother’s Day, I gave my mom a gift—the potholders I wove on the loom myself or the ashtray with my picture on the bottom that I made at school. I would hide the present in my closet because my mom was at home, as were most moms in the 1950s.

Could these moms of yesteryear ever imagine that someday many moms would be the breadwinners of young families? Would they have guessed that women might exceed men in the number of college graduates?

A series of reports from the Pew Research Center describes the changes in American families and attitudes in the last 50 or 60 years. One report finds that more young women than young men say that achieving success in a high-paying career or profession is important in their lives.

A second analysis says today’s 18- to 29-year-olds value parenthood far more than marriage; 52 percent say being a good parent is “one of the most important things” in life. Just 30 percent say the same about having a successful marriage.

What would a typical modern mother say about that?—there isn’t one, according to a third publication. Today’s mothers of newborns are more likely than their counterparts two decades earlier to be ages 35 and older, to have some college education, to be unmarried or to be nonwhite—but none of these moms is “typical.” Instead, each demographic trend represents a different group of mothers. Mothers’ circumstances have become more diverse. (See page 9 in the May 2012 Child Support Report for more news bytes about mothers.)

Generational change is nothing new. “Generations, like people, have personalities. Their collective identities typically begin to reveal themselves when their oldest members move into their teens and twenties and begin to act upon their values, attitudes and worldviews,” says a recent Pew report on the Millennial generation.  A 2010 survey explains that “the young are more inclined than their elders to view cohabitation without marriage and other new family forms—such as same-sex marriage and interracial marriage—in a positive light.”

The Millennial generation is changing the child support program, too, as child support agencies have begun to adapt services to fit their family circumstances. According to a report from Child Trends, 41 percent of all American children were born to unmarried mothers in 2009. But the majority (53 percent) of children with mothers under 30 were born outside of marriage.

Part of adapting our services is being able to refer parents to other agencies for services they need. Take a look at the article on page 8, which demonstrates how free legal aid services in D.C. are helping moms to achieve a better life for themselves and their children.

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May is also National Teen Pregnancy Prevention Month. More and more, we are partnering with other agencies and organizations to help us adapt to changing families. One organization is the National Campaign to Prevent Teen and Unplanned Pregnancy, which educates teens about pregnancy prevention. Child support agencies across the country, too, are educating youth about consequences of becoming pregnant at a young age. (Read about some of these agencies on page 3 in the May Child Support Report.)

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Despite generational changes, mothers are central to a child’s upbringing, and the child support program is committed to helping them raise their children and make ends meet.  From one mom to another, I wish you a Happy Mother’s Day!

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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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