Title
a. Approve and authorize the Director of Child Support Services to sign the shared services Plan of Cooperation with Ventura County Child Support Services regarding the handling of its non-emergency customer calls received at the statewide toll-free telephone number with no exchange of funds commencing February 27, 2013; and
b. Accept non-standard County liability and mutual indemnification provisions as recommended by the Director of Child Support Services.
Report
RECOMMENDATION:
It is recommended that the Board of Supervisors:
a. Approve and authorize the Director of Child Support Services to sign the shared services Plan of Cooperation with Ventura County Child Support Services regarding the handling of its non-emergency customer calls received at the statewide toll-free telephone number with no exchange of funds commencing February 27, 2013; and
b. Accept non-standard County liability and mutual indemnification provisions as recommended by the Director of Child Support Services.
SUMMARY:
This Plan of Cooperation creates a “shared services” Call Center arrangement between Ventura County Department of Child Support Services and Monterey County Department of Child Support Services for the purpose of answering Monterey’s non-emergency customer calls received at the statewide toll-free telephone number. Both counties are on a statewide computer system, which allows them to provide shared services to each other.
DISCUSSION:
In November 2008, under Federal mandate, California completed an electronic customer service system that links all 58 counties. A single toll-free telephone number was implemented for all incoming customer calls, with each county creating a Call Center to handle its portion of the calls. Experience has shown that larger Call Centers are more efficient, and the State is encouraging the development of regional Call Centers so as to conserve Child Support Officer time for the sophisticated casework necessary for successful performanc...
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