2017 annual child support training conference & expo · pdf filemike moreno, manager,...

May 1–4, 2017 • Garden Grove, California

CHILD SUPPORT DIRECTORS ASSOCIATION OF CALIFORNIA

2017 Annual Child Support Training Conference & Expo

Conference Schedule

2 2017 ANNUAL CHILD SUPPORT TRAINING CONFERENCE & EXPO www.csdaca.org

tuesday, may 2, 2017Agenda at-a-glance/Monday, may 1, 2017

10:00 a.m. – 5:00 p.m.

Managing Attorney Forum Room: Garden 1

1:00 p.m. – 6:00 p.m.

Conference Registration Room: Grand Foyer

6:00 p.m. – 7:30 p.m.

Welcome Reception Room: Exhibit Hall

MCLE Credits The CSDA is a State Bar of California approved

provider for minimum continuing legal education

(MCLE) and certifies that activities designated

with the scales of justice icon ( ) conform to

the standards for approved education activities

prescribed by the rules and regulations of the State

Bar of California governing MCLE.

MONDAY, MAY 1, 2017

1:00 pm – 6:00 pm Conference Registration

6:00 pm – 7:30 pm Welcome Reception

TUESDAY, MAY 2, 2017 7:30 am – 5:00 pm Conference Registration

8:30 am – 10:00 am Opening Plenary Session

10:00 am – 10:30 am Refreshment Networking Break

10:30 am – Noon Concurrent Workshop Sessions

Noon – 1:30 pm Luncheon

1:30 pm – 3:00 pm Concurrent Workshop Sessions

3:00 pm – 3:30 pm Refreshment Networking Break


WEDNESDAY, MAY 3, 2017

7:30 am – 5:00 pm Conference Registration

8:30 am – 10:00 am General Plenary Session


10:30 am – Noon Concurrent Workshop Sessions

Noon – 1:30 pm Luncheon


3:00 pm – 3:30 pm Refreshment Networking Break


5:30 pm – 6:30 pm Pre-Banquet Reception

6:30 pm – 11:00 pm Awards Banquet/Dance

THURSDAY, MAY 4, 2017

7:30 am – Noon Conference Registration

8:30 am – 10:00 am Concurrent Workshop Sessions


10:30 am – Noon Closing Plenary Session

http://www.csdaca.org

3www.csdaca.org

tuesday, may 2, 2017

7:30 a.m. – 5:00 p.m.


8:30 a.m. – 10:00 a.m.

Opening Plenary Session

The Future and Beyond Room: Grand Ballroom A-D

The California Child Support Program continues to evolve

to meet the needs of the children and families we serve.

Few other programs intersect with public policy in quite

the same way. Alisha Griffin, Director of the California

Department of Child Support Services, will share with us

her vision for the future of our program. Our collective

focus on early intervention and parental engagement in

an effort to achieve consistent and reliable child support

is consistent with Director Griffin’s commitment to

customer service and improved outcomes. Join us during

this dynamic plenary session to discuss the future of the

California Child Support Program.

Presenter:

Alisha Griffin, Director, California Department of

Child Support Services

10:00 a.m. – 10:30 a.m.

Refreshment Networking Break Room: Exhibit Hall

10:30 a.m. – NOON

Concurrent Workshop Sessions

Driving Organizational Transformation

Through Service Delivery 10:30 a.m. – Noon

Room: Royal A-B

Have you wondered how incorporating excellent

service skills can enhance the partnership you have

with your customers? Together we will discover how

the Six Essential Elements for Creating a Culture of

Service in Government can turn a challenging customer

interaction into a great experience for the customer and

the organization. Attendees will understand why these

elements are critical components of great government

service delivery and how they achieve first contact

resolution while increasing work capacity and efficiency,

resulting in maximum organizational impact.

Presenter:

Wendi Brick, President & CEO, Customer Service

Advantage, Inc

Town Hall with Alisha Griffin 10:30 a.m. – Noon

Room: Royal C-F

Are you curious about new and emerging issues facing

our program? Attend this town hall meeting to learn

more. Specific topics of discussion will be identified as

the event draws near.

Presenter:

Alisha Griffin, Director, California Department of




tuesday, may 2, 2017tuesday, may 2, 2017Working Effectively with our Social Services Partners 10:30 a.m. – Noon

Room: Garden 1-2

The partnership between the Department of Child

Support Services and the Department of Social Services

goes back more than 40 years. With a shared mission of

strengthening families, we can improve outcomes for

children by working hand in hand. This workshop will

focus on successful IVD/IVA partnerships and innovative

strategies used to serve our mutual customers. Join

us as we discover how this partnership can become a

dynamic duo.

Presenters:

Randy Dancer, Assistant Director, San Bernardino

County DCSS

Kim Cagno, Director, San Mateo County DCSS

Richard Calles, Deputy Director, Transitional

Assistance Department, San Bernardino County

Cultural Diversity and Emotional Intelligence 10:30 a.m. – Noon

Room: Garden 3

The ability to recognize, manage our feelings, and

effectively interact with California’s multicultural

population is a significant competence for today’s

child support professionals. This workshop will explore

components of cultural diversity and emotional

intelligence. We invite you to put on your cultural lenses

and learn about cultural and emotional competencies

that help us all make sense of the world. Join us in

developing a Partnership of Heroes for the diverse

customers, partners, and communities we serve!

Presenters:

Jennifer Solorio, Senior Child Support Specialist,

Riverside County DCSS

CS Squared: Child Support Customer Service

10:30 a.m. – Noon

Room: Garden 4

This workshop explores a 5-step customer service

system employed by Placer County as part of its

Customer Care Program. This system is developed

around the principles of:

1. Utter How They Mutter

2. Relief Belief

3. The Art of Listening

4. The Course of Remorse, the Course of Enforce

5. Be the Voice of Choice

Also examined is how to effectively change customer

service styles depending on unique circumstances.

Whether it is an inbound or outbound call, or a

complaint, this unique system will give you the skills

you need to explore options with your customers while

teaching them about child support along the way.

Presenters:

Patricia Acevedo, Child Support Specialist, Placer

County DCSS

Robert Grob, Child Support Specialist, Placer County

DCSS

Robert Wagner, Child Support Specialist, Placer

County DCSS

Safety First 10:30 a.m. – Noon

Room: Harbor

How safe are we in our present environment? Are we

cognizant of our surroundings? In our line of work

threats can come from our customers, disgruntled

employees, and random terrorists. Learn from law

enforcement heroes ways to identify threats, create safe

rooms and rally points, utilize defense tactics, and how

to survive a potentially dangerous situation.


5www.csdaca.org

tuesday, may 2, 2017Presenters:

Sgt. William Murray, Sergeant, Los Angeles County

Sheriff’s Department

John D. Allen, Department Emergency Coordinator,

Los Angeles County CSSD

Be a Hero in Resolving Conflict 10:30 a.m. – Noon

Room: Pacific

Conflict happens; it is inevitable at home and in the workplace.

It occurs when you have people with different expectations

and experiences. Conflict resolution becomes an absolute

necessity to overcome disagreements, arguments, age-old

disputes, and common misunderstandings. Come learn the

essential tools needed to reduce future conflict and the steps

you can follow to resolve existing conflict.

Presenters:

Janet Nottley, Director, Napa County DCSS

David Huls, Program Manager, Fresno County DCSS

Tamara Thomas, Human Resource Director,

Stanislaus County

Hiring, Education & Retention for Organizational Excellence & Success (HEROES) 10:30 a.m. – Noon

Room: Salon VII-VIII

Hiring and retaining the right staff is both an art and a

science. This session will showcase successful local practices

that focus on the four components of effective hiring

and retention, namely Hiring, Education & Retention for

Organizational Excellence and Success (HEROES). To be

HEROES means focused and intentional actions at each

step of the hiring process, from the first contact through

training, engagement and long-term retention. Come join

us to learn what it takes to create HEROES.

Presenters:

Susan Dunlap, Program Manager, Placer County DCSS

Kristen Mindus, Child Support Supervisor, Placer

County DCSS

Title IV-D Enforcement: The Best Tools at the Right Time Tailored to Each Person for the Best Outcome

10:30 a.m. – Noon

Room: Terrace A-C

Villains often lose to superheroes because they

approach problems like this: “If you only have a

hammer, you tend to see every problem as a nail” -

Abraham Maslow, American Psychologist. Superheroes,

on the other hand, see things much differently. The

days of “one-size, fits- all” enforcement are long over.

Today, the emphasis is looking at the unique facts and

circumstances of each case and, more importantly,

the situations of the people in each case, to determine

the best possible case outcome. This workshop

will challenge you to re-imagine how you look at

enforcement tools, resources and strategies to obtain

the best case outcome. You will learn about automated

enforcement tools, traditional enforcement methods,

and holistic, people-centered approaches and resources

that will broaden and enlighten your perspective on

enforcement in the Title IV-D program today.

Presenters:

Elizabeth Lawrence, Child Support Attorney IV, San

Bernardino County DCSS

Jonathan Shugart, Child Support Attorney IV, Kern

County DCSS



tuesday, may 2, 2017tuesday, may 2, 2017The Hague & Other International Topics Demystified 10:30 a.m. – Noon

Room: Terrace D-F

You don’t need to be born with superhuman abilities

to understand and apply the international principles

of UIFSA 2008. The Hague Convention is here and

shouldn’t be feared! In this informative session,

speakers will provide perspective on international

registrations pre- and post- Convention, focusing on

specific case-load struggles and best practices for peace

and equality between countries and our courts. We

will take the mystery out of The Hague Convention and

Article 7 of UIFSA 2008 (Family Code §§ 5700.701, et

seq). Finally, we’ll update your understanding on how

international cases are handled by the Central Registry,

including an overview of the iSupport international case

management system.

Presenters:

Norma (Storm) Andrade, Staff Attorney, Los Angeles

County CSSD, Intergovernmental Division

Kristen (Mystique) Erickson-Donadee, Assistant

Chief Counsel, California Department of Child Support

Services

NOON – 1:30 p.m.

Luncheon Room: Grand Ballroom A - D

1:30 p.m. – 3:00 p.m.


Invisible Learning: Eliminating the Distance Between Learning & Work 1:30 p.m. – 3:00 p.m.

Room: Royal A-B

Learning and development is increasingly BECOMING

INVISIBLE, and the distance between learning and work is

moving toward zero. Join us for an interactive discussion

on innovative approaches to learning programs and

curriculum design. Also, attendees will gain insights

into practices that can transform their organizations into

Learning Organizations.

Presenters:

Mike Moreno, Manager, Deloitte Consulting

Matt Stevens, Specialist Leader, Deloitte Consulting

Employee Enrichment & Recognition 1:30 p.m. – 3:00 p.m.

Room: Royal C-F

Recognizing employees through creative recognition and

enrichment programs is a fantastic investment not only in

your employees, but also the LCSA and the community it

serves. Employee recognition and enrichment programs

can help increase productivity, employee satisfaction,

and employee morale. The cost of employee recognition

is very minimal in relation to the benefits that can be

experienced. This workshop will provide a variety of

examples and ideas that can be adapted in any LCSA.

Come learn more about how you can help your team

members embrace their inner super hero.

Presenters:

Lorie Lawson, Child Support Program Manager,

Sacramento County DCSS

Jill Francis, Director, Marin County DCSS

Shirley Avalos, Child Support Program Manager, San

Joaquin County DCSS


7www.csdaca.org

tuesday, may 2, 2017Creative Enforcement Techniques and Tactics

1:30 p.m. – 3:00 p.m.

Room: Garden 1-2

Each year we look for innovative ways to increase

collections for the families in our communities. This

workshop explores how individual LCSAs are using

different techniques to improve collections and how they

are tracking the impact of these efforts on performance.

From Smith-Ostler cases to PI-6 Reports and QDROs,

learn about these collection efforts, the successes

experienced and the lessons learned to determine if any

of these could be a good fit for your LCSA.

Presenters:

Melinda Self, Director, Contra Costa County DCSS

David Kilgore, Director, Riverside County DCSS

Cassandra Holzhauer, Staff Services Manager, Ventura

County DCSS

Motivation and its Effects on Work

Performance

1:30 p.m. – 3:00 p.m.

Room: Garden 3

Most employees start their jobs either extrinsically

or intrinsically motivated. After years of service, this

could change. How and why does it change? What are

its effects on work performance? How do personal,

team, and organizational goals affect an employee’s

motivation, especially if they don’t align with that of the

department. In this session, you will learn how our work

performance affects others by offering perspectives of

other employees, recipients of child support services

and the children we service.

Presenters:

Harriet Thomas, Child Support Officer III, Los Angeles

County CSSD

Christian Collins, Senior Child Support Specialist, Los

Angeles County CSSD

Harnessing the Digital World and the Art of Selling Ourselves 1:30 p.m. – 3:00 p.m.

Room: Garden 4

Let’s take a peek into the future of communication

within DCSS! It’s time to step into the world of digital

communication and connect with our customers where

they are…online. The Digital Communication and Marketing

workshop will explore how to tailor your messaging on

social media, best practices for growing your following, as

well as how to take advantage of the newest social media

features. Once we’ve explored the platforms for messaging

we’ll dive into the latest update regarding the rebranding

and marketing efforts for California’s Child Support Program

and how DCSS and the Local Child Support Agencies will be

moving forward with our sparkling new brand!

Presenter:

Dana Simas, Director of Communication & Public

Affairs, California Department of Child Support Services

Case Law & Legislative Updates Relevant to IV-D Program Issues 1:30 p.m. – 3:00 p.m.

Room: Harbor

“The life of the law has not been logic; it has been experience”

– Oliver Wendell Homes, Jr., United States Supreme Court

Justice. In this workshop, we’ll review and discuss recent

published cases that impact the Title IV-D program, and

consider practical common-sense strategies for applying the

case principles fairly and accurately in our work. We’ll also

take a look at new legislation affecting the Title IV-D program,

and consider any effects of the legislation on the Title IV-D

program. You’ll become the best there is at what you do!

Presenters:

Marina Soto, Deputy Attorney General, Office of the

Attorney General, Child Support Enforcement Unit

Eric Tannenwald, Child Support Attorney, San Mateo

County DCSS



tuesday, may 2, 2017tuesday, may 2, 2017Fiscal Forum – Part I 1:30 p.m. – 3:00 p.m.

Room: Pacific

Join your fellow fiscal officers in this double session fiscal

officer’s forum. As the child support program evolves,

so too has the responsibilities of fiscal officers. These

back-to-back workshops will provide an avenue for the

exchange of information between LCSA’s and DCSS.

Specific topics of discussion will be identified as the

event draws near.

Presenters:

Donna Kruger, Staff Services Manager I, California

Department of Child Support Services

Jennifer Younger, Budget Officer, California


Nan Chen, Chief Financial Officer, California


Karen Dailey, Audit Manager, California Department of


The Art of Hosting an Effective Employer Workshop 1:30 p.m. – 3:00 p.m.


Is your LCSA looking to develop a dynamic, educational

and interactive Employer Workshop? Then this workshop

is for you. LCSA’s throughout California are seeing

tremendous success in hosting their own employer

workshops to educate employers and payroll professionals

on the many requirements of the child support program.

With over 70% of child support collections coming from

income withholding orders, employers are an important

partner in the success of your LCSA and the families you

serve. This workshop will provide an opportunity for you

to hear from others how they planned, prepared and

delivered an effective employer workshop. You will leave

this workshop ready to go back to your LCSA and take

action to begin planning your own.

Presenters:

Meredith Carter, Child Support Manager, Alameda

County DCSS

Deborah Shindler, Operational Outreach Child

Support Office, Stanislaus County DCSS

Ryan Micka, Employer Services Manager, California


Career Enrichment Through CSDA 1:30 p.m. – 3:00 p.m.

Room: Terrace A-C

As a member of the child support profession, you hold

a tremendous amount of power in helping children

through your efforts in establishing and collecting the

support they need. It can be a daunting responsibility.

CSDA, your professional association was formed to

help Directors and their LCSA teams learn from one

another; share best practices; research and develop new

programs; train staff members in the leadership and

latest techniques; work with State DCSS and OCSE to

improve the program and processes. Come find out why

CSDA is known as the “Xavier’s School for the Gifted” (of

X-Men fame) for the California Child Support profession.

Presenters:

Natalie Dillon, Director, Yolo County DCSS

Sharon Wardale-Trejo, Director, Merced/Mariposa

Regional DCSS

Ross Hutchings, CAE, Executive Director, Child

Support Directors Association


9www.csdaca.org

tuesday, may 2, 2017Bankruptcy: The Death and Re-Birth of Child Support Enforcement 1:30 p.m. – 3:00 p.m.

Room: Terrace D-F “Bankruptcy is about financial death and financial rebirth. [It] is the great American story rewritten.” – Elizabeth

Warren, United States Senator. This presentation is about “death” and “rebirth”: The death of some enforcement mechanisms when one files for bankruptcy, and financial rebirth. In this workshop, you will become familiar with bankruptcy terms, definitions and procedures and learn when and how to file a proof of claim to collect child support arrears and how best to continue to collect ongoing support. We will also explore legal rationales surrounding the usage, and non-usage, of Billing Statements, Wage Assignments, Tax Intercepts, and Civil Contempt. Additionally, you will learn about the new National Model Chapter 13 Plan and the Bankruptcy Child Support Notice. Lastly, this presentation will provide a general understanding of the bankruptcy process and explain which enforcement tools are appropriate (or not). In the end, we aim to make you more proficient and competent to handle child support matters that are in bankruptcy.

Presenters:

Darryl Leong, Lead Attorney, Santa Clara County DCSS

Christopher A. Miguel, Child Support Attorney III,

Tulare County DCSS

3:00 p.m. – 3:30 p.m.


3:30 p.m. – 5:00 p.m.


Collection Connection 3:30 p.m. – 5:00 p.m.

Room: Royal A-B

Only enforcement workers have a direct impact on increasing collections, right? Let us demonstrate how each and every child support professional in your organization can influence collections and overall program improvement. Regardless of your title and functional assignment, this workshop will explore specific ways for you to target an increase in collections through combined efforts and awareness. Come discover new ways you can connect with collections to be the hero you want to be for your program.

Presenters:

Estela Roman, Compliance Analyst, San Joaquin

County DCSS

April Thoma, Compliance Analyst, San Joaquin

County

Caseworker Performance Management 3:30 p.m. – 5:00 p.m.

Room: Royal C-F

As Gerard Way said, “All the best heroes are ordinary people who make themselves extraordinary”. How do we help others become extraordinary? How do you measure each caseworker’s performance? How do you seek performance improvement over time? What data might motivate them? Come hear our approach for monitoring and managing caseload performance in relation to collections and ideas about what works to motivate and

educate caseworkers.

Presenters:

Chrisin Johnson, Assistant Director, San Luis Obispo

County DCSS

Shirley Avalos, Child Support Program Manager, San

Joaquin County DCSS



tuesday, may 2, 2017tuesday, may 2, 2017Sharing Successful Strategies for Child Support Awareness Month 3:30 p.m. – 5:00 p.m.

Room: Garden 1-2

In the child support program, the month of August is

deemed Child Support Awareness Month throughout

California. This affords us the opportunity to

demonstrate to our local communities how vital our

program is and how we impact children and parents

and assist them to become self-sufficient and have

a better life. During this workshop there will be

presentations from the California DCSS and LCSAs to

help you build momentum and showcase the child

support program in your community.

Presenter:

Dana Simas, Communications Director, California


Unconscious Bias 3:30 p.m. – 5:00 p.m.

Room: Garden 3

People often feel secure with other people who look, feel

and speak like them and may be fearful of people who

are different in gender, color or sexual orientation. Fear

translates to reactions. Reactions are a result of incidents

that cause the brain to recall previous encounters,

sometimes from very early programming. This workshop

will allow you to gain a deeper understanding of the biases

that influence our perceptions, and how we can better

manage relationships and resolve conflict.

Presenters:

Sahar Andrade, MB. BCh, Consultant, Trainer, Speaker,

Sahar Consulting, LLC

Are You Listening? How to Engage Customers & Community Partners Through Listening Sessions 3:30 p.m. – 5:00 p.m.

Room: Garden 4

Listening sessions provide a forum to engage with

customers and community partners from diverse programs

to express their views on key issues and provide suggestions

on what can be done about these issues. Listening sessions

are a valuable resource in understanding community needs

and how the child support program intersects with other

community organizations, including identifying resources

and linkages and obtaining feedback on how we can

improve our program to better serve our customers. Orange

County and Alameda County conducted listening sessions

with customers and community partners and will share

their experience, including lessons learned, insights gained,

and also provide valuable information to conduct your own

listening session. Come hear more about how this process

creates a partnership of heroes.

Presenters:

Leon Fernando, Child Support Manager, Alameda

County DCSS

Dee Dinnie, Lead Attorney, Orange County DCSS

Evidence: In a Techno-Law-gical World 3:30 p.m. – 5:00 p.m.

Room: Harbor

In a world with general rules of evidence, today we are

increasingly challenged to look closely at the admissibility,

relevance, and authentication of email, fax, texts, pictures,

computer screen prints, and recordings. These forms of

electronic evidence are presented without expert testimony

as to the reliability and often within the context of very

short hearings on Requests for Orders. Watch as your

presenters take you inside this world known as…a child

support modification hearing, and use that setting to

role play typical pitfalls in the introduction of electronic

evidence and how to successfully avoid them.


11www.csdaca.org

tuesday, may 2, 2017Presenters:

Jim Allen, Attorney, Ventura County DCSS

The Honorable Jackson Lucky, Superior Court Judge,

Riverside County

Fiscal Forum – Part II 3:30 p.m. – 5:00 p.m.

Room: Pacific

Join your fellow fiscal officers in this double session

fiscal officer’s forum. As the child support program

evolves, so too has the responsibilities of fiscal officers.

These back-to-back workshops will provide an avenue

for the exchange of information between LCSA’s and

DCSS. Specific topics of discussion will be identified as

the event draws near.

Presenters:

Donna Kruger, Staff Services Manager I, California


Jennifer Younger, Budget Officer, California


Nan Chen, Chief Financial Officer, California


Karen Dailey, Audit Manager, California Department of


What YOU Should Know About Your 1257 3:30 p.m. – 5:00 p.m.


Performance, performance, performance . . . do you

really understand how federal performance measures are

calculated? Are you struggling with the reporting lines

of the CS1257? Do you know where to find performance

reports? Come and learn more about the federal

performance measures and how the practice indicators

support them. This workshop will explore performance

reporting and how your work impacts FPMs. Presenters

will review the CS1257 Monthly State Performance

Report, CSE functionality, and available resources for

tracking and performance improvement!

Presenters:

Julie Sazaki, Manager, Data Performance Analysis

Branch, California Department of Child Support

Services

Gigi Mertle, Program Planning & Evaluation Analyst,

Sonoma County DCSS

Preparing a County Budget 101 3:30 p.m. – 5:00 p.m.

Room: Terrace A-C

Iron Man said, “I need a day when there aren’t twenty

crises to deal with, but I don’t see that coming any time

soon.” If you were challenged with looking to cut costs

in your LCSA budget, what or where would you cut?

How do salaries and benefits impact a budget? Can rates

really impact your budget? This interactive workshop

will provide you with the building blocks to better

understand how the child support program fits into state

government. Join us as we discuss how it all fits together.

Presenter:

Carrie Topliffe, Interim Director, Santa Barbara County

Public Health Department

Get Your Messages Out With the Media! 3:30 p.m. – 5:00 p.m.

Room: Terrace D-F

It is imperative that heroes know how to work with

everyone, and the media is no exception. With the 24/7

news cycle and how quickly social media can take a news

story viral, media training is a necessity. Come learn how

to build relationships with the media. You’ll leave this

workshop with an understanding of how to become

more confident and how to maintain control during

media interviews as well as how to prepare sound bites

and printable quotes that can break through the noise

and be consumed by the public you need to reach.

Presenter:

DeDe Cordell, Director of Communication and Public

Affairs, Placer County DCSS



wednesday, may 3, 2017wednesday, may 3, 2017

7:30 a.m. – 5:00 p.m.


8:30 a.m. – 10:00 a.m.

General Plenary Session

Surviving on $2.00 a Day Room: Grand Ballroom A-D

Dr. Kathryn Edin is a sociologist who works like an

anthropologist, melding numbers and narrative to

examine in illuminating detail the lives of poor people

all over the United States. She and other researchers

found that in any given month, 1.5 million families,

including 3 million children, were surviving on cash

incomes of no more than $2 per person per day. In her

book, $2.00 a Day: Living on Almost Nothing in America,

Dr. Edin documented the daily lives of those families, to

understand how they survived on so little and what their

lives were like. Join us during this impassioned discussion

about poverty in America and its intersection with the

Child Support program.

Presenter:

Dr. Kathryn Edin, Sociologist and Bloomberg

Distinguished Professor, John Hopkins University

10:00 a.m. – 10:30 a.m.


10:30 a.m. – NOON


Authentic You- Powerful Self-Care Through Awareness 10:30 a.m. – Noon

Room: Royal A-B

To change the results you are receiving in your life,

both professional and personal, you have to be willing

to look inside. Look at what you know: your beliefs,

your thoughts, your emotional composition, and your

own behaviors. When you are able to align those with

the authentic, genuine you, you will achieve a level

of success, harmony and ease that you never thought

possible. This unique approach is the basis of the book

Authentic You, by Katie Meeks. Using this approach will

also provide an incredible level of genuine self-care and

produce higher levels of self-awareness.

Presenter:Katie Meeks, CEO, Soaring Eagle Enterprises, Inc.

Exploring Motivation for the Executive Leader 10:30 a.m. – Noon

Room: Royal C-F

The better we understand the intricacies of human

motivation, the better we are able to lead as Executives.

In government, we work in a world that seems based on

the old “carrot and stick” approach. As a matter of fact,

our civil service system often promotes this antiquated

philosophy. This interactive session will demonstrate the

surprising truth regarding what motivates employees and

how as Executives, we can leverage this knowledge to

obtain better results and outcomes from our efforts. Be

prepared to have your long standing beliefs challenged

and to explore opportunities to enhance how you lead

your organization by maximizing your most critical asset:

your employees.


13www.csdaca.org

wednesday, may 3, 2017Presenters:

Ignacio Guerrero, Director, Santa Clara County DCSS Regina Martin, Deputy Director, Santa Clara County DCSS

Alcohol & Drug Abuse and Addiction: The Equal Opportunity Destroyer 10:30 a.m. – Noon

Room: Garden 1-2

Even superheroes need help now and again. In this

compelling presentation, you will learn about the harmful

physical and mental effects of alcohol and drug abuse

and addiction. How do we recognize use and abuse of

alcohol and other substances? Why are legal professionals

prone to alcohol and drug abuse and addiction? What

are the impacts to family, friends, employers, clients

and colleagues of alcohol and drug abusers? When is it

time to get professional help to intervene and preserve

one’s health and career? You will be walked through one

person’s personal journey and experience in order to

bring these important issues to the forefront. You’ll receive

resources for your consideration, and a highlight of the role

that The Other Bar can provide in the recovery process.

Presenter:Greg Dorst, J.D., CADC II, Consultant to the Other Bar

Onboarding Leaders 10:30 a.m. – Noon

Room: Garden 3

Onboarding is a term used to define the process by which

new employees acquire the necessary knowledge, skills, and

behaviors to become effective members of an organization.

Onboarding also provides management with the opportunity

to introduce organizational objectives and culture to staff.

What about your new leaders? How do you onboard newly

promoted or newly hired members of your Leadership Team?

How do you make their transition from line staff to leadership

easier? It is more than basic policies and procedures! Join us

in a discussion on how to support the successful transition of

new leaders into your organization.

Presenters:Marilyn Brereton, Child Support Program Manager, Sacramento County DCSSAmber Landon, Child Support Program Manager, Sacramento County DCSS

Top 10 Information Security ‘Whoops’– Don’t Let Them Happen to You 10:30 a.m. – Noon

Room: Garden 4

We will address common mistakes that occur in our local

child support offices as well as other businesses that handle

confidential or highly sensitive information. The session will

aim to provide guidance on how to prevent these mistakes

and keep the caseworker, LCSA, and the child support

program out of hot water with the IRS, SSA, OCSE, and

control agencies.

Presenter:John Cleveland, Chief Information Security Officer, California Department of Child Support Services

Fact Finding Tactics for Locating Assets

10:30 a.m. – Noon

Room: Harbor

Locating assets and unreported income can be difficult

and time consuming. Combining active listening and open

ended questions promotes dialogue and interpersonal

engagement to gather essential information. The

presenters will walk you through actual case examples of

how listening for key words, or even acting on a hunch,

can lead to researching various locate tools and obtaining

payments. From county recorder’s records, obituaries and

Goggle Maps, to fictitious business filings, this workshop

will show how thinking outside the box can assist child

support professionals in increasing collections.

Presenters:Marcela Chevalier, Supervising Child Support Officer, Fresno County DCSSKim Britt, Operational Manager, Stanislaus County DCSSDalen Fredrickson, Assistant Director, Sacramento County DCSS



wednesday, may 3, 2017wednesday, may 3, 2017Quiet Leadership 10:30 a.m. – Noon Room: Pacific Advancing from a co-worker position to a leadership

role can be difficult when one is naturally introverted

and self-reflective. Do you know what it means to be an

introvert versus extrovert? Will knowing the difference

of who your introverts or extroverts are really change

the workplace dynamics? This workshop will assist the

recently transitioned leader in learning how to lead

people with diverse personalities while maintaining your

authentic superhero qualities.

Presenter:Carly Winship, Staff Services Analyst II, Lassen County DCSS

Coaching by GROWing 10:30 a.m. – Noon Room: Salon VII-VIII

Developing employees is one of the important roles

of a good leader and coaching sessions are vital in this

process. One of the most common goal setting and

coaching models is the G.R.O.W. model. Known for its

simplicity, the G.R.O.W. model helps to reach clearly

defined end results through a four-phase process. This

interactive learning session incorporates active listening,

asking good questions and highlights collaboration in

identifying problems and generating ideas for solutions.

This session is designed to help you discover and

incorporate the model into more effective, interactive

and results-oriented coaching sessions.

Presenter:Cheryl Vargas, Staff Development Specialist, Orange County DCSS

The Art of Leadership: Managing Emotions in Yourself & Others 10:30 a.m. – Noon Room: Terrace A-C Remember this nursery rhyme, “Sticks and stones may

break my bones but words can never hurt me…”?

Actually, words are very powerful and they can hurt.

Words, actions, and behavior have the ability to either

do good or to do harm as we strive to build a strong

organization. Come join us and learn how to utilize

language, psychology and brain science to understand

emotional intelligence as you improve your leadership

skills and facilitate the development of strong teams.

Come join us as you learn to manage emotions in yourself

and others.

Presenter:Jennifer Coultas, Assistant Division Chief, Los Angeles County CSSD

You Don’t Have to be a Computer Super Hero to Use Macros 10:30 a.m. – Noon Room: Terrace D-F Macros can make all of your office processes more

efficient. They provide both consistency and speed to

simplify your work. Come learn what they are and how

you can use them. Macros can automate repetitive tasks,

reduce busy work, and enhance CSE with functions you

wish you had. Learn how you can standardize language

for both English and Spanish text in legal documents

and provide consistency you can leverage for statistical

reporting. Virtually every computer system can benefit

from some form of macro enhancement. Join us as we

explore!

Presenters:Jim Allen, Attorney, Ventura County DCSSPeggy Hawkins, Chief Assistant Director, Contra Costa County DCSS


15www.csdaca.org

wednesday, may 3, 2017

NOON – 1:30 p.m.

Luncheon Room: Grand Ballroom A - D

1:30 p.m. – 3:00 p.m.


The Art & Science of Leadership in the 21st Century 1:30 p.m. – 3:00 p.m.

Room: Royal A-B

Using a statistically valid model with thousands of best

practice applications, Chris will deliver the skills needed

for 2017 and beyond. Participants will learn about

communication, team engagement, coaching, self-

awareness, empowerment and decision making. The Ten,

the foundation of leadership competency development

is the most predictive way to produce outstanding

leadership.

Mr. Mackert will infuse the presentation with humor and

charisma. His personal energy will ensure that everyone

is engaged and having a great time while learning.

Presenter:Chris Mackert, Professional Speaker/Trainer, Soaring Eagle Enterprises, Inc.

Engaging Staff to Improve Performance

1:30 p.m. – 3:00 p.m.

Room: Garden 1-2

How do we bring out the best in ourselves and each

other? This workshop focuses on what individuals at

different levels of an organization can do to improve

performance. For line staff, how self-aware are you

to your own strengths and weaknesses? How do you

prepare yourself for the next step in your career?

For supervisors, how do you shape the conversation

with the individual person so that, together, you are

identifying growth opportunities? For managers, how

do you engage your staff in brainstorming new ideas

while setting realistic expectations? How do you prepare

your staff to have conversations on performance? This

workshop will provide you with new skills and techniques

for self-engagement.

Presenters:Carlos Hernandez, Child Support Supervisor, San Mateo County DCSSDawn Sparks, Child Support Supervisor, San Mateo County DCSSPatty Arteaga, Child Support Manager, San Mateo County DCSS

Customer Care: The Art of Serving People 1:30 p.m. – 3:00 p.m.

Room: Garden 3

Our customers are not pieces of paper that come

across our desk, they are the heroes who we are here

to serve. Our customers (mothers, fathers, caregivers

and children) have stories, histories and emotions

that deserve to be acknowledged. They need services,

referrals and options to choose from. This presentation

will focus on a new way of doing business with an

emphasis on changing the negative perceptions of our

program. Customer care is about treating people as

individuals who bring their unique stories with them.

Our responsibility is to listen to their stories which

convey their needs. Join us to learn more about the art

of serving people.

Presenters:Susan Dunlap, Program Manager, Placer County DCSSJanine Martindale, Child Support Specialist II, Placer County DCSS



wednesday, may 3, 2017wednesday, may 3, 2017Defining and Maximizing the Attorney’s Role in the IV-D Program for Success 1:30 p.m. – 3:00 p.m.

Room: Garden 4

Batman said it best when he pointed out that “A Hero Can

Be Anyone.” The traditional roles of an attorney in the

child support program are multiple and demanding. Some

superhero roles that come to mind include: Prosecuting

Attorney, Attorney of Record, Counsel, Officer and/or Friend

of the Court, Supervising Attorney, Staff Attorney, and

Government Attorney. These roles come with a variety of

professional responsibilities and ethical questions for the

attorney who has chosen to work in this unique practice

area. What does zealous, competent representation mean

for a child support attorney? Who does the attorney

represent? What is the attorney’s responsibility for the

work done by LCSA employees who are not attorneys? For

the child support attorney, what is the appropriate level of

concern for procedural justice and fairness? This session

will explore the many roles of the IV-D attorney. We will also

discuss strategies to expand the traditional attorney roles to

support and maximize the overall success of the LCSA and

child support program, and deliver outstanding customer

service. Be the superhero you were meant to be!

Presenters:Terry Symens-Bucher, Supervising Attorney, Alameda County DCSSJeff Schroer, Chief Child Support Attorney, Kern County DCSS

Making the Most of “Your” State’s Portal- Establishment & Enforcement’s Best Friend 1:30 p.m. – 3:00 p.m.

Room: Harbor

Heroes know that using the right tool for the right task will

help get the job done. Come discover and expand your

knowledge, improve your work performance, and improve

your time frames with accuracy. This workshop will

explore what the state portal has to offer including locate

information, financial data, income details and employer

information. Join us in learning how to avoid lengthy locate

and establishment processes leading to faster modification,

enforcement and collections outcomes.

Presenters:Millie Clonts, Child Support Specialist, Riverside County DCSSLisa Tortomasi, Supervising Child Support Specialist, Riverside County DCSSStephanie Varieur, Child Support Specialist, Riverside County DCSS

Mindfulness in the Workplace 1:30 p.m. – 3:00 p.m.

Room: Pacific

With competing priorities at home and in the workplace, it

is common to lose focus in the present. Absence of being

mindfully present challenges your ability to give your full

attention to people and tasks. Attend this workshop to

experience practical exercises and learn proven methods

to be a mindful speaker and listener. “A human mind is

a wondering mind and wandering mind is an unhappy

mind.” – Science Journal

Presenter:Diana Winston, Director of Mindfulness Education (UCLA), UCLA Mindful Awareness Research Center

Serving our Dedicated Veterans 1:30 p.m. – 3:00 p.m.


Veterans have served our country and deserve to be treated

like heroes, with dignity and respect. After serving our

country many of our service personnel may have encountered

difficulties in managing their affairs. This workshop focuses on

ways to serve and assist veterans in resolving issues relating to

child support and returning from active duty. Through Stand

Down events and other innovative programs attendees will

learn how to develop outreach opportunities and programs

to serve America’s heroes.


17www.csdaca.org

wednesday, may 3, 2017Presenters:

Bryanna Fornerod, Supervising Child Support Officer, San Diego County DCSSAl Reyes, Outreach Coordinator, Los Angeles County CSSD

Complaint Resolution & State Hearing 1:30 p.m. – 3:00 p.m.

Room: Terrace A-C

The Complaint Resolution and State Hearing process

was established to resolve complaints received from

custodial and non-custodial parents. The intricacies

of the process can often be confusing and may seem

overwhelming.This workshop will explain how the

Complaint Resolution process works, examine the

timeframes and forms involved, and review the use of

the Complaint Resolution Tracking System (CRTS). The

State Hearing process will be explored, with a focus on

what topics are, and are not, eligible for a State Hearing.

In addition, we will provide tips for good customer

service and how to resolve a customer concern prior to it

becoming an official complaint.

Presenters:Leslie Carmona, Attorney III, California Department of Child Support ServicesLori Norman, Staff Services Analyst/Ombudsman and Intergovernmental Supervisor, Merced/Mariposa Regional DCSS

Tips, Tricks, & Strategies in Managing Suspended Payments 1:30 p.m. – 3:00 p.m.

Room: Terrace D-F

Securing payments is one of the key components

of an effective child support program. Distributed

collections are not only instrumental in driving

performance but also in helping to meet the needs

of the families we serve. Suspended payments do

not have an impact on either. Come hear why it

is important to keep the suspended payments at

the lowest amount possible as well as tips, tricks and

strategies from LCSAs that have allowed them to keep

their suspended payments at a manageable level.

Presenters:

Sharon Hairston, Accounting Technician, El Dorado

County DCSS

Jo Cruz, Supervising Child Support Officer, San


Lupe Espinosa, Child Support Manager, Alameda

County DCSS

Workshop Session

The Poverty Challenge 1:30 pm – 4:15 pm

Room: Royal C-F

Have you encountered poverty first-hand? Do

you understand the challenges that many of your

customers experience on a daily basis? Come discover

this very unique opportunity to experience life from a

low-income perspective. In this interactive workshop

you will assume the role of a family member and

will “live” through four weeks of daily activities from

going to work, taking the kids to school, feeding the

family, paying the bills, and keeping the family safe.

As you travel through the room you will experience

real life challenges. How will you respond? Join us

and discover a deeper perspective of the poverty

challenge. (Maximum Capacity: 91 Attendees)

Note: Attendees for this session will break at 4:15 p.m.

instead of the normal 3:00 p.m. break.

Presenter:

Tiela Chalmers, Chief Executive Officer, Alameda

County Bar Association, Volunteer

1:30 p.m. – 4:15 p.m.



wednesday, may 3, 2017wednesday, may 3, 2017

3:00 p.m. – 3:30 p.m.


3:30 p.m. – 5:00 p.m.


Stratification Overviews 3:30 p.m. – 5:00 p.m.

Room: Royal A-B

Are you interested in new ways to approach your work?

Have you considered stratifying your caseload? Find out

what stratification can do for your organization. Learn

how other counties have developed, implemented, and

benefitted from stratification. This workshop will review

helpful methods, processes, and procedures which have

boosted performance numbers and improved caseload

flow.

Presenters:

Ken Sewell, Deputy Director, Ventura County DCSS

Susan Dunlap, Program Manager, Placer County DCSS

Sara Gaeta-Anguiano, Chief Analytics Officer, Los

Angeles County CSSD

Partnering with Fathers for Success! 3:30 p.m. – 5:00 p.m.

Room: Garden 1-2

Did you know the Child Support Program has access and

serves more fathers than any other program in the United

States? Well it’s true, we do! We have the opportunity to

ensure that fathers have an ongoing, continuous, healthy

relationship with their children by ensuring that child

support is not a barrier to their relationship with their

children and their co-parent. This workshop will provide

strategies and methods for building relationships with

the fathers in our caseload through understanding the

child support program from their perspective. Join

us and learn how to work as partners with fathers to

ensure that children have the support they deserve

while building trust and respect through service.

Presenter:

Lamar Henderson, Program Coordinator, Merced

County Human Services Agency - All Dads Matter

Ethics for Child Support Professionals 3:30 p.m. – 5:00 p.m.

Room: Garden 3

“We can be heroes, forever and ever. What’d you say?”

David Bowie said it best in his song, “Heroes.” As child

support professionals, we are all stewards to the public

interest in our roles as public servants. We too, can be

heroes, forever and ever. This interactive workshop

will provide information about the building blocks

of ethics, provide an overview of the ethics laws with

particular scenarios developed for the child support

professional; and discuss what it means to serve the

public in an ethically responsible way. The workshop

will include discussion of potential pitfalls that legal

child support professionals need to watch for and

avoid; an overview of the Rules of Professional Conduct

governing attorneys in California; and, the interplay of

those rules with the broader concept of ethics in the

public sector. Be the hero of your story! Join us for a

great class.

Presenters:

Nathan Hartel, Operations Manager, San


Steven Eldred, Director, Orange County DCSS

Cesar Vera, Program Supervisor, Merced County

Human Services Agency - All Dads Matter


19www.csdaca.org

wednesday, may 3, 2017Exploring the Lifecycle of a Case 3:30 p.m. – 5:00 p.m.

Room: Garden 4

Are you seeking a well-rounded understanding of the

many phases of child support case processing? From

opening to closing a case, this presentation will review

the various federal and state requirements, CSE, SDU,

and court processes. With a focus on the big picture, we

will take a look at which activities are manual and which

are automated, available enforcement sources and other

program tools. This is an excellent session for attendees

who are new to the child support program or work in

support roles and desire an overall understanding of the

child support process, the functions of the local agencies,

and what makes casework effective.

Presenters:

Teri Pederson, Staff Services Specialist, Ventura

County DCSS

William Solomon, Child Support Services Specialist IV,

Ventura County DCSS

Public Speaking: Overcoming Your Fears 3:30 p.m. – 5:00 p.m.

Room: Harbor

The average person ranks the “fear of public speaking”

over death. Could this be you? This session is designed

as an interactive and engaging workshop for all levels

of professionals. Discover your own strengths and

speaking style to empower yourself to deliver impactful

presentations!

Presenters:

Don Semon, Director, El Dorado County DCSS

Ross Hutchings, Executive Director, Child Support

Directors Association

Decision Making: Emotions, Cognitive & Personal Bias, A Process to Consider 3:30 p.m. – 5:00 p.m.

Room: Pacific

Do you ever wonder why many leaders fail? Leaders who

rise in organizations do so largely based upon their ability

to consistently make sound decisions. But here’s the thing

– even leaders who don’t fail make bad decisions. Making

sound decisions is a skill set that needs to be developed like

any other. Come join us to learn how the brain works and

the role emotions play in decision-making, as well as how

both cognitive and personal biases come into play during

the process. Participants will leave the class with a number

of excellent strategies for effective decision-making.

Presenters:

Lori Deguara, Child Support Supervisor/Training

Coordinator, El Dorado County DCSS

Aaron Powers, Child Support Supervisor, El Dorado

County DCSS

Executive Leaders & the Leadership Challenge

3:30 p.m. – 5:00 p.m.


The Leadership Challenge is a global campaign

to liberate the leader in everyone. For Executives,

The Leadership Challenge has served as the most

recognized source, practical model, and proven

leadership framework over the past 30 years. Join this

interactive workshop to discover why leadership is best

approached as a measurable, learnable, and teachable

set of behaviors that will help Executives promote and

develop fundamental leadership practices in your own

organization, among all levels of staff. The Leadership

Challenge model is rooted in exhaustive research,

evidence, and data which includes 1.3 million respondent

surveys and over 500 dissertations and research projects.

If you are an Executive Leader, come learn how to

mobilize others to make extraordinary results happen

through the Leadership Challenge!



thursday, may 4, 2017wednesday, may 3, 2017 Presenters:

Ignacio Guerrero, Director, Santa Clara County DCSS

Regina Martin, Deputy Director, Santa Clara County

DCSS

Partnering Through Grants 3:30 p.m. – 5:00 p.m. Room: Terrace A-C Grants are an awesome way to implement innovative

approaches to deliver programs services. However, there

seems to be huge unknown factors that can give you pause

about diving into the process. There have been several

effective partnerships that have become regular program

practices that began in the grant process. This workshop will

provide practical information about the grant process from

concept to implementation using the experiences of LCSAs

that have successfully gone through the process. They will

present solutions to avoiding the pitfalls and sharing best

practices from their real life experiences.

Presenters:

Alix Haik-Bruno, Project Director, Sacramento County

DCSS

Ross Wooley, Grant Coordinator, California Department

of Child Support Services

Jessica Foster, Child Support Attorney, Sacramento

County DCSS

Mayra Canela, Child Support Officer II, San Joaquin

County DCSS

Taking a Walk in CSE Financials 101 3:30 p.m. – 5:00 p.m. Room: Terrace D-F

Welcome to CSE Financials 101. This workshop will

introduce you to the most commonly used financial

pages in CSE which provide information about child

support obligations as well as the allocation, distribution

and disbursement of collections. We will discuss valuable

information about financial processes and is intended

for both financial and non-financial workers. Join this

discussion and let knowledge be your super power today!

Presenters:

Mary K. Clesi, Departmental Fiscal Officer, Santa Clara

County DCSS

Sue Harris, Accounting Technician, Sacramento

County DCSS

5:30 p.m. – 6:30 p.m.

Pre-Banquet Reception

Room: Grand Foyer

6:30 p.m. – 11:00 p.m.

Awards Banquet/Dance

Room: Grand Ballroom A-D


21www.csdaca.org

thursday, may 4, 2017

7:30 a.m. – NOON


8:30 a.m. – 10:00 a.m.


Evidence Based Non-Traditional Customer Service 8:30 a.m. – 10:00 a.m.

Room: Royal A-B

What are you doing within your department to monitor

and improve customer service, and how do you know if

it is working? LCSAs are using communication tools and

efforts, new technologies, and innovative solutions to

improve service delivery to their customers. Efforts to

improve service may be a waste of precious resources

if they aren’t achieving results. Walk away from this

workshop with techniques that will help you drive

service levels in your department that make measurable

differences.

Presenters:

Jamie Labriola, Staff/Services Manager, Ventura

County DCSS

Gloria Land, Customer Service Manager, Orange

County DCSS

Mind the Gap...Leadership & Organizational

Perceptions Vs. Reality 8:30 a.m. – 10:00 a.m.

Room: Royal C-F

We all know our organizations provide excellent services and

our leadership is guiding the way. We know this to be true, or

do we? This session will focus on the concepts of perception

and reality about our organizations and our leadership –

helping us identify how big the gap is. We’ll discuss internal

and external tools designed to assess and measure the

effectiveness of our organizations and leadership, gauging

the overall impact. Self-Awareness and understanding

how big your gap is enables you to make positive changes

leading to your perceptions becoming a reality.

Presenters:

Sharon Wardale-Trejo, Director, Merced/Mariposa

Regional DCSS

Phyllis Nance, Director, Alameda County DCSS

Terrie Hardy-Porter, Director, Sacramento County DCSS

Examining Your Leadership Style 8:30 a.m. – 10:00 a.m.

Room: Garden 1-2

Great leaders adapt their leadership style to the demands

of the situation, the requirements of the people involved,

and by the various challenges facing their organization.

This session will provide a framework for understanding

and practicing the art of leadership; help you discover

your particular leadership style; provide techniques to

help you maximize your style; and help you learn how the

various leadership styles can effectively become part of

your leadership repertoire.

Presenters:

Shonna Jeffreys, Special Assistant to the Deputy

Director, Los Angeles County CSSD

Emy D. Tzimoulis, Esq., Division Administrator, Los

Angeles County CSSD

David Kilgore, Director, Riverside County DCSS



thursday, may 4, 2017thursday, may 4, 2017A Heroes Attitude: The Pursuit of Happiness 8:30 a.m. – 10:00 a.m. Room: Garden 3

Did you know HAPPINESS is a conscious choice that,

according to research, is quite difficult to make? In this

workshop you will learn how negativity is hard wired into

your thought process, techniques to re-train your brain,

and how to bounce back faster when the going gets

rough. When you turn good moments into a great brain,

it helps you see the good in yourself, in the world, and in

other PEOPLE. Happiness is contagious, come learn to be

a carrier.

Presenters:

Sydnie Hergerton, Child Support Specialist, El Dorado

County DCSS

Adam Perry, Program Manager, El Dorado County

DCSS

Parentage: Less Popular but Increasingly Relevant Parentage Issues 8:30 a.m. – 10:00 a.m. Room: Garden 4

As IV-D Attorneys we’re familiar with the more common

ways to establish, and the more common issues relative

to, parentage: genetic testing, the conclusive marital

presumption, Voluntary Declarations of Paternity, Family

Code section 7611 presumptions, etc. But what about

the lesser known issues relative to and surrounding

parentage? Issues we are beginning to see more and

more frequently? In this workshop we will examine

case law and legislative updates regarding increasingly

relevant issues relative to parentage such as 3-parent

scenarios, assisted reproduction, same-sex scenarios,

and parentage by estoppel, as well how those issues

interrelate with one another. If a movie about the

superhero Dr. Strange can be made, then it won’t be long

before you are presented with one of these issues in your

courtroom!

Presenters:

Jon Riesenbeck, Child Support Attorney IV, Tulare

County DCSS

Lisa Saporito, Managing Attorney, San Francisco

County DCSS

Jennifer Obergfell, Lead Attorney, Sonoma County

DCSS

Using OneNote to Harness Your Potential 8:30 a.m. – 10:00 a.m. Room: Harbor Do you sometimes feel unorganized with all of your

notes, lists, and new ideas? Are you looking for a new

and innovative way to capture your thoughts as you have

them? Come discover the OneNote technology and how

you can harness the emerging potential of your thoughts

and discoveries through this simple tool. Whether its

notes, pictures, voice notes, drawings, or spreadsheets,

this workshop can help you organize your work and

home life while increasing your effectiveness.

Presenters:

Peggy Hawkins, Chief Assistant Director, Contra Costa

County DCSS

Jim Allen, Attorney, Ventura County DCSS

Speak the Language: How to Communicate with a Customer Focus 8:30 a.m. – 10:00 a.m. Room: Pacific Knowing how to effectively communicate is a vital

component in the delivery of excellent customer service.

Each customer’s perception of the child support program

is diverse, which requires a personalized approach when

relaying information. This workshop will provide a basic

understanding of human behavior and the customer’s

individual needs, along with helpful techniques to utilize

when working with challenging circumstances. The

tools provided in this workshop will help you effectively

communicate with a customer focus.


23www.csdaca.org

thursday, may 4, 2017Presenters:

Estela Roman, Compliance Analyst, San Joaquin

County DCSS

April Thoma, Compliance Analyst, San Joaquin

County DCSS

Innovative & Engaging Outreach 8:30 a.m. – 10:00 a.m.


Getting the message out to the community about our

core services and how we can serve our customers

is extremely crucial to the mission of our program.

Outreach is an effective tool for building a positive role in

your community. This workshop will present a variety of

innovative and engaging approaches as well as providing

non-traditional approaches to outreach. Workshop

attendees will have the opportunity to learn from their

partner child support professionals’ methods that will

engage and inform our customers about the mission and

services we provide.

Presenters:

Jill Lucena-Machado, Child Support Officer II,

Sacramento County DCSS

Veronica Munoz, Program Specialist, Kern County DCSS

Guideline Calculations: It’s a Bird, it’s a Plane, No, It’s Self-Employed Income 8:30 a.m. – 10:00 a.m.

Room: Terrace A-C

Don’t let Self Employment Income be your Kryptonite.

Attend this workshop and get an overview of the

following methods to analyzing income for the self-

employed customer: Simple Bank Deposit Analysis, Bank

Deposit Analysis including Cash Expenses, an Application

of Funds analysis, and how to look at important changes

in financial position as clues to whether you are on the

right track in evaluating the self- employed customer’s

income. These along with other best practices will be

shared to assist you with these types of cases.

Presenters:

Stacie Rappleye, Attorney, Santa Barbara County

DCSS

Denise Motter, IV-D Commissioner, Retired, Superior

Court of Santa Barbara County

The 1,2,3 of Gen X,Y,Z; Recruit, Retain, Deliver 8:30 a.m. – 10:00 a.m.

Room: Terrace D-F

Batman had Robin, Superman had Jimmy Olsen, and

Wonder Woman had Wonder Girl. What do these

superheroes have in common? They each had a sidekick;

a younger version of themselves which created a

partnership compiled of two different perspectives that

complimented each other well. Do you find these types of

teams within your agency? Attend this workshop to learn

ways to engage and foster these types of partnerships,

not only with employees but with customers, and deliver

a message Millennials and even the next generation,

Generation Z, will want to hear.

Presenters:

Jenn Delgado, Call Center Supervisor, Alameda

County DCSS

Nora Mejia, Senior Child Support Specialist, Riverside

County DCSS

10:00 a.m. – 10:30 a.m.

Refreshment Networking Break Room: Grand Foyer


24 2017 ANNUAL CHILD SUPPORT TRAINING CONFERENCE & EXPO

thursday, may 4, 2017

10:30 a.m. – NOON

Closing Plenary Session “Catch Me if You Can” Room: Grand Ballroom A-D

Many of you may be familiar with Frank Abagnale’s

personal story as documented in the 2002 release of

Catch Me if You Can. Mr. Abagnale is not proud of his

past, but is proud of the fact that he turned his life

around. He has spent the over 25 years helping our

government, his clients, thousands of corporations and

consumers deal with the problems of white collar crime

and fraud. We all know that the Child Support Program

has considerable information about the people we serve.

Misidentification and identity theft are an unfortunate

component of our work. Information security is regularly

in the news. As Child Support Professionals, we recognize

the importance of the confidentiality, integrity and

availability of our information. Come listen to this riveting

presentation from one of the world’s most famous con

men as you consider how to provide excellent customer

service and protect the privacy of those we serve in

today’s complicated world.

Presenter:

Frank Abagnale, Author and CEO, Abagnale &

Associates

What’s Inside

www.csdaca.org

2017 Annual Child Support Training Conference & Expo

www.csdaca.org



2017 annual child support training conference & expo · pdf filemike moreno, manager,...

Documents