Child Support In The Know: August/September 2022

August/September 2022

Customer Service

Support Recovery Officer Kristin Robinson recently held a pre-enforcement outreach appointment with a payor who had previously not responded to her calls, voicemails, or status letters. During the appointment, the payor indicated he had always seen Child Support as a threat, but he didn’t realize they were also trying to help him. The payor made a temporary payment agreement. Kristin sent him a Request to Modify and a form to request a medical satisfaction for his State medical insurance. The payor’s first payment isn’t due at the time of this article, but if he follows through it will be his first since April 2019.

Support Recovery Officer Jennielee Cordes recently spoke to a payor who wanted to move out of state. The payor wanted to know how he could stay current on his case once the order was entered. Jennielee explained the wage withholding order process and alternate payment options should he ever find himself between employers. She also encouraged him to keep Child Support updated with his contact and employment information. He said, “You mean all I have to do is tell you where I’m working and you’ll do the rest? That’s easy!” He thanked Jennielee for making the process so simple.

Staff Anniversaries

15 Years:

Diane Tegtmeyer, Central Office
Nicole Sullivan, Central Office

New Hires

Abigail Miller, EPICS
Maddisen Miller, Indianola
Jennifer Griffin, Indianola
Chelsea Promes, Carroll
Sarah Simpson, Fort Dodge
Julie Anne Moon-Schnider, Council Bluffs
Stacy Underwood, Fort Dodge
Staci Buhr, EPICS
Jayde Redenbaugh, EPICS
Carolyn Lewis, Fort Dodge
Kelli Fountain, Burlington
Kara Clark, Council Bluffs
Meggan Cronin, Des Moines
Jill Augustine, Des Moines
Cecilia Martinez, Des Moines
Nichole Hawk, Burlington
Sierra Kelman, Burlington
Kathy Jewell, Ankeny
Janet Wacht, Ankeny

ISU Insights: Child Support Contract welcomes new Social Media Specialist!

Thomas Nelson started in August in the brand-new role of Social Media Specialist. Thomas's first priority will be to expand PIAL's reach on various platforms in accordance with the PIAL expansion grant.

Read more ISU News

Training

File this away!

Understanding and identifying media files

There are very few topics I can think of that might be more boring than file extensions. However, you will often find yourself needing a .jpg when all you have is a .png. Like most people, you probably put your head in your hands and wonder why it even matters.

Staff Highlight: Special Edition!

Administrative Assistant 1 Sarah Baley was recently recognized by one of her peers as doing an “amazing job” with customer service both internally and externally. “I remember being so impressed with her customer service when she first started and I am pleased to see this stay consistent each and every time I come into the office. She demonstrates a desire for continued knowledge and goes the extra mile with a smile when dealing with customers as well as coworkers. Her bubbly personality is a breath of fresh air, especially in our line of work. We really hit the jackpot with her.”

Policy Corner:

Central office is currently working on several system enhancement projects. Here is a “sneak peek” of several projects that should be complete within the next few months:

Suspended/Ended IWO: This project identifies cases that have been paid in full or suspended prior to the obligation end date on ICAR. Once the updates are completed ICAR will recognize that no future support is due and if a new income provider is verified, ICAR will no longer automatically issue IWO forms.

IWO Termination Reprint: Occasionally EPICS is contacted by a case manager to send a termination order on a closed case. EPICS workers are manually generating form 470/3272 Income Withholding for Support or re-opening the case to recreate the IWO screen to generate the notice. Once the form is generated ICAR is updated so the case will close again. A service request has been created to allow form 470/3272 Income Withholding for Support to be generated on closed cases.

Electronic NPA application: This project allows applications for child support services to be submitted online. Users will be able to locate the e-application easily on the home page of the customer website. The e-application uses friendly and inclusive terms such as applicant and non-applicant. Completed applications will be sent to the PODS Index Worklist for EPICS to index. A paper application will still be available for those who don’t wish to complete the application online.

Outreach

Stand Down describes large events that serve veterans who are homeless or at risk of homelessness to provide resources and services and connect with providers and community members.

On September 1, Support Recovery Officers John Meyne and Charles “Will” Hanchett participated in the The Five Seasons Stand Down. The Five Seasons Stand Down is a collaborative effort between Hawkeye Area Community Action Program (HACAP) Operation Home, community programs, veteran service organizations, local businesses, governmental organizations, and many volunteers.

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CSRU | https://dhs.iowa.gov/child-support