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December 1, 2008
Placer County Department of Child Support Services
Initiates Videoconferencing with Placer Superior Courts
The Placer County Department of Child Support Services has successfully initiated the “1058 Window Project” in partnership with the Placer Superior Court by videoconferencing court proceedings, which allows court documents to be created in one day rather than six weeks or more. As a result, families can receive child support payments much more quickly, and a parent who must pay can more easily avoid being late or facing interest charges.
Troy Held, Director of the Placer County Child Support Services and Don Schell, Assistant Court Executive Officer of the Placer Superior Courts worked together to implement the videoconferencing project. “I am excited that the project has been initiated,” Mr. Held stated. “It will significantly increase our efficiency and provide better service to the families who are our customers.”
The first videoconferencing occurred on Wednesday, Nov. 26 between the main child support office in Auburn and the county’s new Bill Santucci Justice Center courtroom in Roseville. Videoconferencing, combined with the use of laptop computers, allowed staff to create and serve necessary court orders before leaving the courtroom. Previously, the orders had to be completed after the court session and were served approximately six weeks later, delaying child support payments to families.
Videoconferencing also allows for instant feedback between the Child Support staff and the Court team for verification of important information when needed.
Mr. Held developed the idea in 2003, naming it the “1058 Window Project” after the legislation that made it possible. The project was first implemented in the Superior Court of Nevada County with the Sierra Nevada Regional Department of Child Support Services.
“We believe this project will substantially benefit Placer County families, and will save money for both the state and county by improving efficiency,” said Mr. Held. Funding for the project was awarded by a grant from the Placer County Air Pollution Control District.
Further Enhancements
April 14, 2008 Placer County Department of Child Support Services will implement a new customer service phone system called Customer Connect. Through Customer Connect parent and guardians can have direct access to their case 24 hours a day.
The new number is
866-901-3212
We encourage parents to access Customer Connect to verify:
- Appointment times
- Account Balances
- Payments Received
- Payments Made
YOU MUST HAVE A PIN NUMBER TO ACCESS INFORMATION
Click here to find out how to obtain a PIN number
Remember, if you are unable to access the information you need on your case or have further child support questions, you may request to be transferred to the local child support agency handling your case. Placer County Child Support Services has representatives available to assist during regular business hours, Monday thru Friday 8:00 a.m. to 5:00 p.m.
For step by step instructions on how to use Customer Connect, click here to view a brochure.
Why a conversion?
Federal laws mandate every state to have a statewide system for administration of the child support program. This includes case management capabilities, collection and distribution of support payments, as well as managing all child support wage withholdings through employers. This statewide system has been designed to enhance the child support program. Even though the system will incorporate all child support cases within the state, it will not take away the function of the local child support agency you rely on to meet your child support needs.
Locally
The Placer County DCSS has been working with the Franchise Tax Board, state officials and business partners in preparation for this monumental conversion. Teams of experts have been verifying data, testing interfaces, installing equipment and training staff members on the new system. This has been taking place behind the scenes while maintaining the quality of service clients expect from this department.
The final conversion for Placer County DCSS took place in April 2008. A customer service unit staffed with child support professionals is ready to help answer questions and assist you. Automation brings technology for streamlining case management processes. Child support professionals will also have greater access to information. All of these enhancements will result in better performance and better results for our clients
What you, as a customer, should expect from conversion?
Business processes must change to align with the functions of a new system for optimal performance. The more noticeable change for customers will be the development of a public service unit staffed with knowledgeable professionals available for you to speak with right away. These professionals may not be the assigned case manager, but they will assist in solving a variety of issues. Please be assured that every case in this office is equally important. These changes taking place will improve the speed of finding solutions for improved customer care.
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