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Online Education Webinar: Spend Less Time Doing More Work

June 17, 2026 10:00 AM - 11:30 AM (PDT)

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


Will Smith

Maximus, Child Support Program Manager


April Graper

Maximus, Child Support Subject Matter Expert

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Contact Information

Name: CalCSA Admin
Phone: (916) 446-6700
Email: administrative@calcsa.org
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