June-July 2021
Customer Service
A compliment was recently received from a customer assigned to the Council Bluffs office. The positive outcome is a direct result of the cultivation of the customer relationship, which proved to make all the difference. 

The payee had been frustrated due to challenging circumstances on her case that resulted in irregular payments. Due to a caseload adjustment, the customer recently transitioned to working with Jessica Evans. The customer routinely checked in with her new worker to share concerns and request updates. Jessica has exhibited patience with the customer making sure to allow the payee the opportunity to relay all of her concerns and issues.

Jessica’s case management and communication established confidence with this customer, which has resulted in the customer feeling satisfied with Jessica and her efforts. This customer recently moved outside of Iowa, but has requested that Iowa keep enforcing her case because she appreciates Jessica’s hard work and diligence so much.  
Staff Anniversaries

5 Years:
  • Amy VanBocklin, EPICS
  • Suzette Griffin, Davenport
15 Years:
  • Jana Eighmey, Central Office
  • Stephanie Scott, Davenport
  • Tracey Schmadeke, Waterloo 
  • Kelli Vilez, Marshalltown 
  • Nicole Westphal, Waterloo
  • Robyn Zook, Ottumwa
  • Dana Blanford, Sioux City
  • Lisa Morgan, Council Bluffs
  • Shawn Goodrich, Ankeny
  • Ann Clark, Cedar Rapids
  • Gale Reed, EPICS
20 Years:
  • Brandi Lewis, EPICS
  • Michelle Cook, Davenport
  • Marlo Forrest, Davenport
30 Years:
  • Mike Parker, Davenport
35 Years:
  • Joaquin Jones, Mason City
Meet our new Instructional Designer!
Jenny Parker graduated from ISU with a bachelor's degree in Journalism and Mass Communication. During her time at ISU, she worked for a municipal television station in her hometown. After graduation, she was hired to create instructional videos for an employee training and development department. During that time, she discovered her passion for creating and implementing online trainings. In October 2020 she joined the CWRTP as the Instructional Technology Specialist for the Service Training Team, and in July 2021 joined the CSRU Contract Team as an Instructional Designer.
New student voice actors:
If you take any trainings in the near future, you may notice some new voices in the audio. We now have a team of six student voice actors who record voiceovers for our training and outreach projects.
Staff Highlight: LuAnn Pugh
LuAnn Pugh has dedicated a good portion of her life to the success of her staff, her office, the region, and to Child Support as a whole. She has been involved with countless workgroups throughout 40 years, contributing generously her time, efforts and insight. 
New Hires
  • Kayla DeBruin, Des Moines (6/14)
  • Akki Ingilela, ICAR (7/12)
  • Jacalyn Mitchell, Fort Dodge (7/23)
Policy Corner: Legislative Update

The Guest payment project went into production on Thursday, July 15th. Guest payments allows payments to be made by a payor or on behalf of a payor without registering for the customer website.
 
To make a guest payment, the customer will select “Make a Payment” from the Home page. The Make a Payment page provides links for guest options under “Make a payment as a guest.”
 
The Social Security number of the payor, case number(s), and payment amounts for the case(s) are required. There is a 1.25% convenience fee for any debit/credit card payments, and a $0.29 fee to make a guest payment using a checking/savings account. 
 
Guest payments cannot be viewed by case managers in real time. If you need real time confirmation due to an urgent need, send an email to the CSRU CUST WEB team and include the case number, customer name, and payment amount in the email.
 
Additional details on electronic payment options can be found in the Customer Website Payments document on the CSRU Portal Page under Iowa Child Support Customer Website.
Training
Child Support
Training Collaborators
by Rachel Ogden
Child support organizations across the country strive to provide helpful, efficient services for a diverse set of clients. Expertly trained staff are the key ingredient in providing these services. Strategically crafted trainings can prepare and maintain excellence in child support staff’s work performance. 
Outreach
Prison Outreach Post-Pandemic
by Alyssa Sparks, Fort Dodge
With COVID-19, CSRU lost its ability to visit incarcerated customers to discuss questions or concerns. Visits in Iowa prisons were no longer allowed, and we even lost the ability to meet with some of them by phone due to COVID-19 lockdown procedures. But innovation during the hard times may have created a lasting beneficial change.