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Collab Negotiations graphic for web

Customer Service Training for Child Support Professionals

Brought to your location! Our six-hour course, taught by child support professionals, is highly interactive for optimal skills practice and retention.

Topics covered during training include:

  • Who is the child support customer?
  • What are customers’ core concerns?
  • Effective strategies for handling challenging behavior.
  • Cultural competence and bias.
  • Tenets of procedural justice.
  • Special considerations for over-the-phone customer service.
  • Documentation and follow-through.

We also offer a Supervisors and Managers Customer Service course, which includes materials and instruction around creating a customer-focused organization.

The cost for the 1-day course is $300 per participant, with a minimum of 20 and a maximum of 25 students per class.

Please contact us for volume pricing. Discounts are available for 5 or more sessions. Our pricing assumes that the host organization will provide training space.

For more information, please contact Kathy Sokolik: [email protected] or 707-373-2975.

 

 

 Collab Negotiations graphic for webCollaborative Negotiations (CN)

Thank you for your interest in our Collaborative Negotiation programs.

We call this program Collaborative Negotiation (CN) because it encourages parents and child support professionals to work together to improve the well-being of children and families. The goal of collaboration to improve engagement and child support program performance, making this training different from many other negotiation skills training programs.

Collaborative Negotiations is built on the premise that parents who understand their child support obligations are more likely to pay support. We know that some parents are willing to agree to child support orders and to pay support, because all child support programs currently obtain agreed or stipulated orders. We also know that when parents comply with child support orders, the need for legal enforcement actions declines. By reducing the volume of contested legal cases, courts and administrative hearing officers have more time to focus on cases that are truly contested and on cases where no agreement is likely or even appropriate. Most important, when parents comply with child support orders, children receive financial support necessary for their wellbeing.

The goal of Collaborative Negotiation is to obtain a child support order that pays. Parents are more likely to pay support when they understand the process for setting and paying support. CN can result in obtaining child support obligations that parents honor because they understand the orders, they participated in creating the orders, and they voluntarily commit to the promises made in the orders.

Collaborative Negotiation grows out of – but is very different from – existing processes for obtaining stipulated, agreed orders. CN adapts conflict resolution skills and processes for the child support environment, creating a unique process that engages and involves parents in creating child support orders. The basic idea of Collaborative Negotiation is:

  • Parent education leads to
  • Parent involvement, which creates
  • Ownership of the outcome and
  • Compliance with the order*

* This material was excerpted from our course materials, with credit to our author Cynthia Bryant, J.D. Cynthia serves as one of our CN trainers. She has nearly 20 years of experience in child support, including three years as the IV-D Director in Texas. She holds a juris doctorate from the University of Texas School of Law. Cynthia has nearly 35 years of experience as a teacher, trainer and coach, as a seasoned child support administrator, clinical professor at a law school, and as a consultant to lawyers and dispute resolution professionals.
 

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