NCSEA Connections: Child Support Product and Services Guide
A division of CROSS-PROGRAM CONSULTING North Carolina Navigates Complex Multisystem Reform to Improve Service Delivery to Families Like most states, North Carolina is home to dozens of government agencies and hundreds of public servants devoted to the safety and well-being of its most vulnerable citizens. With 100 separate county social services departments under the State Department of Health and Human Services (DHHS) supervision, competing interests and differing views created tension and dysfunction among the agencies. The result was a fragmented system with too many gaps to consistently meet the needs of those it served. For nearly a decade, efforts to transform North Carolina’s social services system failed to gain traction or result in sustained reform. In 2017, the tragic death of a child in state care prompted legislative action requiring third-party intervention to assess and improve the State’s service delivery, crossagency collaboration, data sharing, and funding options. KEYS TO OUR SUCCESS “[SLI] brought the best of both worlds—consultants who had national expertise [and] people who understood the complexities of our state and local system and our operational nuances.” ~ State DHHS Leader
To address the legislative mandates, DHHS engaged the Center for Support of Families Division of SLI Government Solutions (SLI) to assess the State’s social services programs, make recommendations for reform, and provide oversight over implementing the changes. Using its five-step collaborative process, SLI went beyond merely developing the required Social Services Reform and Child Welfare Reform Plans. We used databased assessment methodologies to perform an objective assessment with broadly accepted findings and recommendations. We also helped build strong relationships among the agencies, which was a critical missing component in previous change efforts. With evidence-based reform plans and crossagency collaboration and buy-in, the foundation has been laid for lasting system transformation, and ultimately, improved outcomes for children and families. This success has prompted us to develop our Cross-Program Consulting Services further to benefit social services systems in more states. Visit SLIGov.com to read the full Case Study. New course offerings! Child Support Professional Training In response to the COVID-19 pandemic, CSF has transformed our most popular in-person training into highly specialized, interactive, virtual training. In addition, CSF has developed a web-based, self-paced fivemodule e-Learning course on Effective Child Support Customer Service training. This new three-hour training delivered through our LMS is highly interactive and engaging with real life child support scenarios and quizzes to maximize retention, and includes a stand-alone module on Unintended Bias and Cultural Competence. View new course catalog available at SLIGov.com. PARTNER WITH US Kathy Sokolik, MPA Vice President Mobile: 707-373-2975 | Email: ksokolik@sligov.com Diane Potts, JD Director of the Child Support Practice Mobile: 240-478-9003 | Email: dpotts@sligov.com SLIGov.com
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A division of<br />
CROSS-PROGRAM CONSULTING<br />
North Carolina Navigates Complex Multisystem<br />
Reform to Improve Service Delivery to Families<br />
Like most states, North Carolina is home to dozens of government agencies<br />
<strong>and</strong> hundreds of public servants devoted to the safety <strong>and</strong> well-being of its<br />
most vulnerable citizens. With 100 separate county social services<br />
departments under the State Department of Health <strong>and</strong> Human <strong>Services</strong><br />
(DHHS) supervision, competing interests <strong>and</strong> differing views created tension<br />
<strong>and</strong> dysfunction among the agencies. The result was a fragmented system<br />
with too many gaps to consistently meet the needs of those it served. For<br />
nearly a decade, efforts to transform North Carolina’s social services system<br />
failed to gain traction or result in sustained reform. In 2017, the tragic death<br />
of a child in state care prompted legislative action requiring third-party<br />
intervention to assess <strong>and</strong> improve the State’s service delivery, crossagency<br />
collaboration, data sharing, <strong>and</strong> funding options.<br />
KEYS TO OUR SUCCESS<br />
“[SLI] brought the best of both worlds—consultants who had national<br />
expertise [<strong>and</strong>] people who understood the complexities of our state<br />
<strong>and</strong> local system <strong>and</strong> our operational nuances.” ~ State DHHS Leader
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