Currently, I lead, manage, and oversee the California Department of Child Support Services Training Section that consists of the Training Delivery Unit, Production Support Unit, and Core Curriculum Unit. This includes overseeing and encouraging creativity in the area of training development, design, delivery, and evaluating training needs for in-person, virtual, and e-learning. This also includes implementing and managing the Blackboard Learning Management System for internal and external… Show more Currently, I lead, manage, and oversee the California Department of Child Support Services Training Section that consists of the Training Delivery Unit, Production Support Unit, and Core Curriculum Unit. This includes overseeing and encouraging creativity in the area of training development, design, delivery, and evaluating training needs for in-person, virtual, and e-learning. This also includes implementing and managing the Blackboard Learning Management System for internal and external stakeholders across the State of California. Show less

Effectively led, trained, and coached new analysts in the area of change management. Constantly strived to embody and display the leadership behaviors established by the California Department of Child Support Services. I helped develop and utilize creative communication techniques to manage change, and clearly identify and listen to stakeholders from all levels of the organization. For example, facilitating the stakeholder meetings to improve communication enterprise-wide. This required a… Show more Effectively led, trained, and coached new analysts in the area of change management. Constantly strived to embody and display the leadership behaviors established by the California Department of Child Support Services. I helped develop and utilize creative communication techniques to manage change, and clearly identify and listen to stakeholders from all levels of the organization. For example, facilitating the stakeholder meetings to improve communication enterprise-wide. This required a strong degree of facilitation skills, which I used with line staff, management, executives, directorate, and local child support agency directors. On a regular basis, I provided technical, program, and business guidance regarding change management to line staff, managers, executive and directorate staff. In addition, I oversaw the planning and ongoing activities of the departments Organizational Plan spanning over 90 items and assisted in developing, coordinating, and drafting the goals, objectives, and tactics for the forthcoming strategic plan. Show less

Analyze, design, develop, implement, and evaluate training materials for continual improvement to effectively educate to internal and external customers; An active instructor for Child Support Program Orientation – Child Support Enforcement, willing and capable to train in all subject matters; Utilize prior local and state child support program knowledge, including case management, as it relates to policy, training, and the Child Support Enforcement (CSE) System; Facilitate various training… Show more Analyze, design, develop, implement, and evaluate training materials for continual improvement to effectively educate to internal and external customers; An active instructor for Child Support Program Orientation – Child Support Enforcement, willing and capable to train in all subject matters; Utilize prior local and state child support program knowledge, including case management, as it relates to policy, training, and the Child Support Enforcement (CSE) System; Facilitate various training events, including, but not limited to, the Administrative and IT Request, TouchPay Kiosk, and ISO Security Safeguards; Developed the Suppressions Procedures by conducting meetings with internal and external Child Support Professionals; Project manager, business lead, and expert for tribal case management change request functionality, piloted for the Cross Functional Team in 2016; Responsible for managing a team of Associate Governmental Program Analysts, including personnel matter resolution related to tardiness and work performance, implementing progressive discipline, coaching and mentoring to foster productivity, occasionally reviewing expense reports, determining training needs, hiring and writing performance evaluations; Provide leadership through unfamiliar topics by communicating clearly, setting positive examples, and managing time and resources effectively to obtain desired outcomes. Show less

As an Associate Governmental Program Analyst (AGPA), I was responsible for updating the statewide policy manual to improve efficiency, reducing the amount of time from days to hours. Assisted in the statewide implementation and training of the Uniform Interstate Family Support Act of 2008. Served as a co-lead in the development of policies, procedures, training, and problem resolution with executive and legal teams surrounding the transfer of cases from California Superior Court to… Show more As an Associate Governmental Program Analyst (AGPA), I was responsible for updating the statewide policy manual to improve efficiency, reducing the amount of time from days to hours. Assisted in the statewide implementation and training of the Uniform Interstate Family Support Act of 2008. Served as a co-lead in the development of policies, procedures, training, and problem resolution with executive and legal teams surrounding the transfer of cases from California Superior Court to Yurok Tribal Court by fostering and managing effective working relationships with the Yurok Tribe. Attended analysis and design sessions to assist in creating and implementing the change request pertaining to tribal case management in the Child Support Enforcement (CSE) system. Successfully navigated through a politically sensitive environment, making several visits with the Yurok Tribe as a representative of CA DCSS during the first round of case transfers from one jurisdiction to another. This required working as a team with the Yurok Tribe to effectively reach a common goal, which included providing excellent, ongoing customer service to maintain the new relationship between CA DCSS and the Yurok Tribe. Show less

My primary duties were to manage five to seven Child Support Specialists responsible for managing child support cases from open to close. An emphasis was placed on adhering to federal and state laws, resulting in the need for me to constantly review regulations, laws, and policies with management and attorneys. I was also responsible for conducting analysis and preparing reports regarding current and past trends for support collection and the enforcement of court orders. Specifically, I… Show more My primary duties were to manage five to seven Child Support Specialists responsible for managing child support cases from open to close. An emphasis was placed on adhering to federal and state laws, resulting in the need for me to constantly review regulations, laws, and policies with management and attorneys. I was also responsible for conducting analysis and preparing reports regarding current and past trends for support collection and the enforcement of court orders. Specifically, I focused on ways to increase efficiency, performance, and worked with management to make appropriate operational changes. I was integral in persuading staff and other supervisors in reorganizing the case management style from cradle-to-grave to case segmentation. In addition to developing, training, and mentoring my staff, I helped one through a Performance Improvement Plan. I also had to address several personnel matters through in-depth performance evaluations and monthly one-on-one meetings. Finally, I often dealt with confrontational clients to diffuse a misunderstanding, explain federal and state regulations, or/state policy. Show less

I supervised and coached a team of up to seven child support staff. Followed federal and State regulations to ensure compliance within specified timeframes and maintained working relationships with state and county child support professionals. Conducted quality assurance reviews of cases that directly impacted customers and legal processes. Developed and delivered CSE system training and the child support program for new and experienced staff. Dealt with the collective bargaining unit and… Show more I supervised and coached a team of up to seven child support staff. Followed federal and State regulations to ensure compliance within specified timeframes and maintained working relationships with state and county child support professionals. Conducted quality assurance reviews of cases that directly impacted customers and legal processes. Developed and delivered CSE system training and the child support program for new and experienced staff. Dealt with the collective bargaining unit and investigated personnel matters concerning disciplinary actions and employee relations. Established internal policies and procedures to primarily improve efficiency and cost effectiveness, including analytical research of various reports and CSE system functionality to advance state and federal performance measures and increase productivity. Evaluated business flow and influenced the change from life cycle case management to stratification using the Case Management Tool for better productivity and enhanced customer service by addressing stakeholder concerns. Show less