1. Making Telework Work Erin Frisch, Child Support Director,
MI Department of Health and Human Services

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

3. 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.

4. 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

5. 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

6. 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

7. 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.

8. 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

9. 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

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

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

12. 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

13. 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

14. 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

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

16. 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.

17. 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.

18. 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.

19. Thank you!