Description

Child support case work is complicated! Learning all the policies, processes, tools, and paperwork can take years to master, and there are no shortcuts to do things right for the customers we serve and the public that trusts us. In this webinar we will learn from former child support case workers about best practices for managing your work efficiently and effectively. This webinar will include an introduction to two key concepts called first contact resolution and self-created work. The concepts will be demonstrated and discussed so frontline staff can learn how to give themselves the time to get more work done as soon as they review their next case.

Webinar Agenda:

1. Focus on First Contact Resolution: When work doesn’t get completed when it becomes due, facts change, more calls, emails, texts, or mail comes in, and any work completed often has to be reworked. By taking the extra minutes when work is due to get it complete, you will save yourself days over the course of the year, that can be dedicated to getting other work completed.
2. Ask Questions: Waiting for training or coaching, though you deserve it, just allows work to sit, which turns into more work. When you have a question, ask your supervisor, lead worker, more experienced staff, or dive into training and policy material right away to get the work done then, so that it doesn’t multiply.
3. Avoid creating extra work: Specifically, use data from reports or tableau to drive work, instead of creating CSE Alerts like AE000s or AE001s, when possible.

PRESENTERS:

Norma Olvera

Riverside County Department of Child Support Services, Senior Child Support Specialist

Norma Olvera is a Senior Child Support Specialist with 26 years of experience in the child support program. She is currently part of the Ombudsman Team and has worked across nearly every major program area, including Intake, Establishment, Enforcement, Specialized Enforcement (Workers’ Compensation, Personal Injury, Bankruptcy, Demands, and Inter‑County Transfers), as well as the Call Center. Norma currently serves Riverside County and previously worked for San Bernardino County, bringing extensive knowledge and a strong commitment to supporting families and improving program outcomes.

Will Smith

Maximus, Child Support Program Manager

Will joined Maximus in September 2009, as a Communications Analyst in the Project Management Office (PMO) at a large Health Services operation in Austin, Texas, managing Texas 2-1-1 and other aspects of the state public assistance program.

After four years of managing Reporting and Mass Communications for Health Contact Centers, Will moved to managing the statewide National Medical Support Notice (NMSN) contract operations in Texas for the Office of the Attorney General (OAG), and eventually Georgia Department of Human Services (DHS) as well from 2013-2017. These offices managed statewide services for NMSN processing, allowing for practical FCR adaptation, even within the contract frameworks themselves.

In 2017 Will moved to Carson City with his family to assist with the beginning of the NVKIDS statewide system modernization project (recently Federally certified), and since 2024 Will has been assisting the Humbolt-Trinity Child Support Agency with projects such as Strategic Planning, Business Process Re-engineering (BPR) and Workflow Automation with existing tools.

Outside of his professional work, Will spends almost all the rest of his time with family and friends. He has 2 young kids with his wife in Reno (3 and 5) and they keep them busy whenever they’re not at work!

April Graper

Maximus, Child Support Subject Matter Expert

April joined Maximus as a Consultant in October 2022, bringing nearly 27 years of experience as a County Administrator for the State of Indiana. During her tenure with the state, she played a key role in Indiana’s child support system modernization project, gaining valuable experience that she now leverages to support similar modernization initiatives across other states.

At Maximus, April is a member of the Program Optimization Team, where she partners with state and local agencies—including child support and broader health and human services programs—to enhance business processes, improve performance, and drive operational efficiency.

Outside of her professional work, April is deeply committed to her community. She has been a dedicated volunteer with her local county 4-H program for many years, where she enjoys mentoring youth and supporting their personal growth and development. April is married and has three sons, two grandsons, and one granddaughter.