Child Support

Best Practice Online chatsSept. 17, 2009 OCDA

• Mike Boehmer, Senior Public Relations Specialist• Emily Jackson, Enforcement Technician• Colleen Weithofer, Enforcement Technician

Goal

• More open and accessible to:– Customers– Social service partners– Family members of clients– Taxpayers

Child Support

Two types of chats• Public – May 2008

– Biweekly on a topic– Child Support, Medicaid, Food Assistance,

Adoption, Foster Care, Employment Services…

• Private – March 2009 – 10 a.m.-2 p.m. daily– Two child support techs

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Public chats

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Results

• External chats

– More than 30 chats, averaging:

• 10 participants, 15 questions, 75 views

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Participants

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Public topics: Child Support

• More policy driven– Contempt– Order Modification– Etc.

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Promotion• Web site

• Newsletter

• E-mail

• Press release

• Social media (Twitter, Facebook, YouTube, podcast, RSS)

• Waiting room fliers

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Drawing positive attention

• Media coverage

• Other counties

• State panel

• Regional

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Lessons learned

• 10-11 a.m., Wednesdays, works best

• Fill in with Q/A during slow times

• Takes time to build momentum

• Archive for later viewing– Answers to common ??

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Software: Bold Chat $1,400 per year for 3 licenses

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Bold Chat-Operator view

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Bold Chat – Visitor view

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Private chats

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Results

• Private chats– More than 1,600 since March 24– Less than a minute after guest signs on, a

tech answers– Average time of chat: 13 minutes– Average 15 chats per day

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Results

• Private chats– Some clients use weekly to check on

verifications– Consistently see new clients each month– Receiving great feedback

• Many say best method for contacting JFS• Grateful we keep up with technology

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Feedback• “Thanks a lot for your help. This is a great tool to

incorporate. I’m glad the HCJFS & CSEA has stepped up the technology to help its clients. It’s nice to know that you’re available 4/hrs day during the work week. That’s wonderful. Have a great day.”

• “If I have any more questions I will contact you again through this great site.”

• “THANK YOU SO MUCH. I LOVE THIS METHOD OF ASKING QUESTIONS.”

Child Support

Questions?

Child Support