February 2022 Child Support Report
Tribal Q&A on Document Imaging Efforts
Tracy Graham and Chad Edinger, OCSE Program Specialists, Region 8
When the pandemic hit, child support programs across the country scrambled to find ways to continue serving children and families, while also protecting staff. In Region 8, our tribal programs had never been forced to close their offices due to a health crisis, and they began exploring ways to provide services virtually.
One of the major barriers that tribes encountered was helping staff work effectively from a remote location. In response to these concerns, we held a series of webinars to explore issues like case file imaging and digitizing workflow processes. We reached out to other tribal programs who shared their experiences with electronic case files and encouraged the programs to work with their colleagues to find solutions.
Recently, we had a call with Director Brittany St. Pierre of the Chippewa Cree Child Support Program, and Kim Ferris and Tasha Osborne, staff for the Eastern Shoshone Child Support Program, to discuss why they explored case file imaging. Here are some highlights from our conversation:
Q: What were some reasons you decided to pursue an imaging solution for your case files?
Eastern Shoshone: We had a problem with spending a lot of time looking for misplaced case files and documents. Also, we had laptops but no way to securely access case file information that was not included in the Model Tribal System. Imaging our caseload was a solution to address these problems.
Chippewa Cree: Our program was far behind states when it came to having a digital case file system. This wasn’t something that interested us until the pandemic. At that point, it became apparent that we needed a digital solution to access our case files. We didn’t allow case files to go home with staff because so much of what we do involves confidential information. We are now pursuing a digital solution to allow us this flexibility moving forward.
Q: Your two programs are at different stages in implementing your project. What steps did you take to prepare for your imaging project?
Chippewa Cree: We are still in the process of finalizing our contract with a vendor. Prior to that, we had to get approval from tribal council before moving forward. We also worked with OCSE to ensure our contract had adequate provisions for security requirements and retention issues. This process has been difficult, but we hope to have the contract completed soon and implement it in FY 2022.
Eastern Shoshone: We reviewed all documents and had a discussion of what was most important to include in our files. We prioritized court orders, documents we sent, and the application for services. We worked closely with our vendor to get a better understanding of our documents and how to label them for easy searchability within the new system.
Q: What advice would you give a tribal program that’s thinking about beginning an imaging project?
Eastern Shoshone: Look at other programs to see what they’re doing. We first looked at our vendor’s system because it was being used by our Tribal Employment Rights Office. We also recommend looking for vendors who have experience working with tribes.
Chippewa Cree: Research! Do a lot of research to find a vendor that will work for you. Don’t be shy about reaching out to other tribal programs to find out how their systems work and go from there. Also, we highly recommend you ask vendors to demonstrate their product.
As the pandemic continues and because unforeseen circumstances can always arise, we hope this article encourages programs to consider document imaging and other digital strategies that can help maximize effective and efficient case management.
NYC’s Job Training Program Adapts to Challenges
New York City HRA Child Support Services
The New York City Human Resources Administration’s Office of Child Support Services launched Families Forward—a child support-led job training program for noncustodial parents—as part of a federal demonstration project. We implemented this program in partnership with MDRC, New York’s Office of Temporary and Disability Assistance, and OCSE. No one could have anticipated the challenges that the pandemic would impose on this program. NYC Families Forward successfully weathered those challenges and today continues to provide no-cost training to eligible noncustodial parents.
As of mid-December 2021, 296 noncustodial parents had completed their training. Of this group, 172 have found employment earning an average hourly wage of $17.67. Noncustodial parents who owed arrears to NYC’s Department of Social Services had over $160,000 forgiven for meeting program milestones by completing the training and staying with an employer for 30- and 90-day periods.
COVID challenges
COVID presented some unexpected hurdles. The hospitality training track had to shut down when New York’s governor ordered business closures in March 2020. The Families Forward providers that were able to stay open redesigned their programs to incorporate a hybrid approach. They preserved these features of the program:
- Large-scale outreach to noncustodial parents
- An introductory session to provide encouragement and explain the program
- Program supports, including financial and child support counseling and transportation assistance for the onsite training component
Current program offerings include cable installation, woodworking, CDL Class B license for school bus driving, construction, and a maintenance training program for residents who live in New York City Housing Authority developments.
The pandemic also affected employment opportunities for graduates. The construction industry was deemed essential and hiring continued, but the hospitality industry was devastated. As jobs return in different sectors, we see the need for ongoing retention services to help graduates succeed.
Here are a few Families Forward success stories:
S. T. was a 28-year-old struggling to support his young daughter after being incarcerated. He was receiving public benefits and feeling unfulfilled working part-time jobs in restaurants and warehouses. After completing training, he now has a full-time job in NYC’s low-voltage cabling industry.
M. D. was a participant who was cleaning fry cookers at a fast-food outlet before completing the hospitality program. During the shutdown, he lost his $15/hour job as a banquet man at a Brooklyn waterfront hotel. However, his former manager reached out to him, and he now has a position in a high-end catering business in midtown Manhattan making $38/hour plus benefits.
Twenty-year-old T. M. found it nearly impossible to support his two young children, ages 1 and 2, because of his criminal record and no high school diploma. With no prior work experience, he joined and graduated from the NYC Housing Authority Resident Training Academy and now works for the agency as a full-time caretaker.
Moving forward
Enrollment in NYC Families Forward will end in March 2022. The opportunity for us to participate in this nationwide demonstration project reinforced the value of offering training to noncustodial parents. We gained a deeper appreciation for how effective a training program can be for participants and their children. With Families Forward ending, our goal is to find ways to keep offering training opportunities for noncustodial parents enrolled in our program. We believe providing wrap-around services, support, incentives, and quality training that leads to good paying jobs can result in consistent and reliable child support payments, an improved perception of the child support program, and maybe even improved engagement between noncustodial parents and their children.
New York City HRA Child Support Services would like to acknowledge its partners in this effort: NYS Office of Temporary and Disability Assistance, OCSE, the W.K. Kellogg Foundation, the Robin Hood Foundation, the City University of New York, MDRC, Goodwill Industries, Brooklyn Workforce Innovations, Strive, Per Scholas, and the Chinese-American Planning Council.
Survey Results from Digital Marketing Grantees
Mariellen Keely, Senior Consultant, Virginia Child Support Enforcement, and David Ramm, Senior Consultant, Grays Peak Strategies
In 1994, the digital marketing floodgates opened when a simple banner ad directed people to do what hundreds of millions have done since: click on an ad that takes them somewhere else on the internet.
In September 2018—24 years after that first ad—OCSE awarded Section 1115 grants for digital marketing to 14 child support programs. The approaches these programs took show how varied digital marketing has become:
- Chatbots and contact forms to facilitate 24-hour customer service
- Search and social media marketing
- New and refreshed websites
- Videos on streaming services and appearing on gas pumps
- Influencer marketing
- Ads on audio streaming platforms and in school emails
A list of each grantee’s activities is available on the OCSE Grants webpage.
Ongoing and planned digital marketing activities
The Digital Marketing grant was scheduled to end in September 2020, but the pandemic led some grantees to continue efforts into 2021 and beyond. We wanted to learn which digital marketing activities have continued and which ones have not—and why. We recently surveyed grantees and asked:
- What types of digital marketing projects have you continued since starting the grant?
- What types of digital marketing activities do you plan to continue but have not been able to?
- What has kept you from carrying out your digital marketing plans?
- What digital marketing approaches did you learn about during this grant?
- What would you do if you had a digital marketing budget of $25,000 per year?
Nine of the 11 grantees that responded have continued their digital marketing efforts in some form since the grant ended. Many still post to social media, taking advantage of what is arguably the most effective free tool for digital marketing. Others continue to develop and post videos or focus on web development or search engine optimization. One grantee continues to use an electronic child support application they developed. The chart shows the number of grantees that plan to continue certain activities.
Barriers to ongoing digital marketing
Why aren’t some grantees continuing their projects after the grant? Cost and staffing are the two main reasons for ending projects. Other barriers include procurement and security/IT restrictions.
What would you do with a digital marketing budget?
Search engine advertising was the most popular way grantees would use a hypothetical marketing budget, followed by social media advertising and video. Other recipients reported market research, including focus groups to help hone their messaging.
Join a digital marketing community of practice
We learned a lot about digital marketing through this project, but we still see a need for more research and ongoing education. We continue to consult with our peers as part of an informal community of practice. To join this group and work on the future of digital marketing for child support, contact Bruce Erickson in Minnesota’s Child Support Division at bruce.t.erickson@state.mn.us.
Many thanks to OCSE’s Michelle Jadczak and Melody Morales for their invaluable support. We’re all grateful for the opportunity to work on this grant. For questions about these results and our plans, contact Mariellen Keely (mariellen.keely@dss.virginia.gov) or David Ramm (david@grayspeakstrategies.com).
Bright Smiles and Bright Futures with Medicaid and CHIP
Centers for Medicare & Medicaid Services
February is National Children’s Dental Health Month, the perfect time to remind parents and caretakers of the importance of oral health among kids and teens.
Tooth decay is the most common preventable chronic disease among children in the United States . If left untreated, it can negatively affect a child’s physical and social development, as well as their school performance. Children who have poor oral health often miss more school and receive lower grades than their peers. Unfortunately, the COVID-19 public health emergency delayed this important dental care for many children. Between March 2020 and May 2021, dentists saw 24% fewer routine dental visits (PDF) compared to the same time period two years prior. Although dentist visits among privately insured patients have rebounded fully since 2020, routine visits remain 8% lower among the publicly insured . With dental health insurance, kids can access routine dental care to keep their teeth healthy.
The Connecting Kids to Coverage National Campaign wants to remind parents and caretakers that dental health care, including check-ups, x-rays, fluoride treatments, and more is available through free or low-cost health insurance from Medicaid and the Children’s Health Insurance Program (CHIP). Kids and teens up to age 19 are eligible to enroll, so little ones can get important dental care before their first birthday and older children can keep their smiles healthy throughout the year.
Benefits of Medicaid and CHIP for kids
Medicaid and CHIP cover dental health and other crucial services, including routine check-ups, eye care, preventive and emergency services, and routine vaccinations for preventable illnesses like the flu. For kids and teens who are already enrolled, the beginning of a new year is a great time to make sure they are caught up on routine visits so their doctor can track important milestones.
Enrollment in Medicaid and CHIP is open year-round, allowing parents and caretakers to sign up and access benefits any time, and coverage must be renewed annually. Eligibility varies by state and is based on household size and income, but professionals working with children can direct families to learn more through the “Find Coverage for Your Family” map on InsureKidsNow.gov or by calling 1-877-KIDS-NOW (1-877-543-7669). For example, children up to age 19 with family income up to $50,000 per year (for a family of four) may qualify for Medicaid and CHIP. The website has shareable materials like social media posts, graphics, and short informational videos for parents and caregivers about dental health and other important topics. The website also has helpful resources available like FAQs, print materials, and toolkits to share information about the programs.
Poor dental health can have a greater impact on kids than just a toothache. Together, we can get kids access to dental health and other important services so they can thrive.
Resource Alert: Helping DV Survivors Get Support
OCSE created domestic violence awareness tear sheet flyers in English and Spanish with information for the National Domestic Violence Hotline. There’s also a version for tribal communities that includes contact information for the StrongHearts Native Helpline.
About Child Support Report
Child Support Report is published monthly by the Office of Child Support Enforcement. We welcome articles and high-quality digital photos to consider for publication. We reserve the right to edit for style, content and length, or not accept an article. OCSE does not endorse the practices or individuals in this newsletter. You may reprint an article in its entirety (or contact the author or editor for permission to excerpt); please identify Child Support Report as the source.
| Jennifer Cannistra Acting Assistant Secretary for Children and Families | Tanguler Gray Commissioner, OCSE |
| Crystal Peeler Acting Director, Division of Customer Communications | Andrew Phifer Editor, CSR.Editor@acf.hhs.gov |