Making Telework Work Erin Frisch, Child Support Director, MI Department of Health and Human Services FrischE@Michigan.gov

Session Goals How telework works Considerations of telework Security Managing expectations and performance Pilot Program

Child Support Program The Office of Child Support (OCS) is the state agency authorized to administer the federal Title IV-D child support program in Michigan. OCS: Provides case initiation and centralized enforcement services, operates the State Disbursement Unit, and is responsible for program administration, policy and training. In conjunction with the Department of Technology, Management and Budget (DTMB), operates and maintains the statewide Michigan Child Support Enforcement System (MiCSES). Contracts with Friends of the Court (FOC) and county Prosecuting Attorneys to provide Title IV-D child support services including locating parents, establishing paternity, and establishing and enforcing support orders.

Alternative work location policy 90% of operations staff telework full time 90% of program staff telework 2 days/week Post-probationary period (1 year), in good standing Only from a home office Arrangement may be terminated at any time, for any reason Staff must apply, open to everyone, almost

Benefits Fewer distractions Increased independence and flexibility Focus on outcomes Recruit and retain strong workforce Reduce commuting time, cost and stress Continuity of operations in emergency Reduce traffic congestion and pollution

risks Impact on customer service Impact on non-teleworkers Loss of teamwork, synergy Lack of communication Sense of entitlement Difficult accountability Hard to pull it back

Focus The primary goal remains the same for all of us- to meet the needs of the children on our caseload by using a knowledgeable approach to child support that combines efficiency, diversity, innovation, and high performance. We never stop working for children- wherever we work. Telework is a privilege.

Characteristics of good candidates Focus on quality and performance Strong communicator Able to organize to maximize efficiency Knowledgeable about policies and procedures Able to establish priorities and work independently Proficient with technology Able to maintain good customer service Sensitive to impact on team Adaptable and flexible Meets or exceeds expectations

Expectations Attend meetings Check voicemail and/or email often Participate! Home visits Not a substitute for dependent care No paper files at home Take live calls

Scheduling Must come in when requested for on-site meetings Keep calendar up-to-date Use MS Skype

Home workstation Safety/Ergonomics Worker provides desk, chair, lighting, etc. Home office is an extension of state workspace; incident reporting 2 hour notice, inspection

Unexpected circumstances Immediately contact supervisor After 1 hour, either take leave or come into the office Reasonable efforts to be productive Expected to troubleshoot/enter Helpdesk Tickets If State offices are closed, folks working from home still work

Data privacy Transporting files Log off/lock screen Not visible to others in the home Double locks Confidential destruction in office Never save data on desktop Separate room or area of the house/physical barrier County issued computers

Tips for employee Success Establish a routine- “go to work” Get organized and plan ahead Stay connected Avoid distractions at home Set up a functional work area Be flexible, responsive, helpful

Assessing Success Quality & Quantity metrics tracked Real time follow up Removal If not performing up to expectations Other disciplinary issues

OCS pilot project for county IV-D staff Telework Goals. Provide county offices more flexibility with which to deliver child support services; Determine if WFH maintains or increases staff productivity; Continue to safeguard the confidentiality and security of IV-D member data; and Apply lessons and feedback to the development and implementation of the final policy.

OCS pilot project for county IV-D staff Telework Evaluation. During and after the pilot concludes, OCS will obtain feedback on the WFH pilot, including: Whether WFH helped offices provide services to IV-D members/clients; Whether participating workers were able to maintain or increase productivity; Whether WFH presented any special challenges or issues for offices; and Business functions that the offices found appropriate for WFH.

OCS Pilot project for county iv-d staff telework Remote Access. DTMB’s remote access solution can’t provide simultaneous access to state resources (e.g., MiCSES) and county resources (e.g., imaging). Counties need to obtain their remote access solution. Technical Security. The county is responsible for ensuring that it meets federal technical security requirements. We can provide those security requirements to your IT Dept. so they can evaluate remote access products against those standards. Human Resources. The county is responsible for establishing its own policies with regard to staff eligibility, what business functions are appropriate, scheduling, performance objectives, etc. Recommend a telecommuting agreement that outlines responsibilities.

Thank you!