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Customer Service, Quality Improvement, and Training Units

The Customer Service Unit and Automated Assistance Line (AAL) handle 500-700 phone calls per day. Child Support Specialists answer 80% of these calls eliminating the need to forward them on to a caseworker. The AAL offers 24-hour assistance, in both English and Spanish, 7 days a week via touch-tone phone. Child Support Specialists are also available to assist clients Monday through Friday from 8:30 a.m. to 4:00 p.m.

The Quality Improvement Unit is responsible for identifying agency strengths and weaknesses, and recommending improvement strategies through the systematic evaluation of various auditing reports that are submitted to the Federal Office of Child Support Services which sets program standards and policy for the operation of child support programs nationwide.

The Training Unit is responsible for the development, coordination, and presentation of training programs and resource materials for all staff. Topics include internal policy guidelines, system updates, case processing, and a new hire orientation program. Trainers participate in special projects including conference planning, performance improvement teams and various workgroups. The unit also cooperates with the Department of Health and Social Services, the State Personnel Office and external vendors to ensure staff has access to training opportunities.