People will forget what you said, people will forget what you did, but people will never forget how you made them feel.
For Division of Child Support Services (DCSS) colleague Myrna Webb, treating clients with respect and making them feel like human beings is just part of the job. Webb, who has been with the state and the Division of Child Support Services as a Child Support Services Officer II for the last five years, handles enforcement cases and direct client services. She, along with one other coworker, handles the bulk of walk-in client issues. On average, she interviews about 16 clients per day, which can make for very long days.
Prior to moving to Arizona, Webb worked for the Department of Social Services in Monterey County, CA where she held several child support positions in the district attorney's office. After taking a promotion where she primarily focused on the locate aspect of child support, she began to feel out of place.
"I didn't have much public contact," she said. And when she did, "I was behind bulletproof glass with security behind me."
Missing the human element to social services, like home visits and client interaction, Webb asked for a transfer back to a position where she was able to have that again.
Webb, who came to DES in 2011, was front and center with the change from Child Support Enforcement to Child Support Services. When asked about the transition from "enforcement" to "services," Webb says, "It was definitely needed."
Having embraced a more holistic approach with clients in her previous work in child support, Webb noted that was lacking when she first started with DES. But she's seen a huge difference over the last five years. Webb observes there is a much softer side to how cases are handled now, and that opens up communication with clients.
She noted clients can initially be in defensive mode from past experiences with Child Support.
"Clients pick up on voice and body language and sometimes respond in kind," she said. "When they are given even basic information, they sense DCSS colleagues are trying to help and tend to be more cooperative."
That holistic approach can lead to open discussion as to what barriers may be hindering a client's ability to fulfill his/her obligations and allow the caseworker to provide information on additional services.
One father who recently had his case closed wrote, "She [Webb] followed through on every issue and concern and always treated me with respect and kindness. [DES should] hire more people that treat customers the way [she] treated me. Always with respect and integrity."
Another client also took the time to pen a letter regarding Webb's interaction with him over the phone.
"I was pleasantly surprised as your gregarious respectful helpful friendly representative bowled me over with her articulate professional demeanor and exceptional customer service skills. Taking ample time out of her busy day made me feel at ease and not just another casualty. As a loving father who has been beaten down by the current system for years, this was truly a modern day miracle, thank you."
"I'm just doing my job," said Webb.
When asked for advice to co-workers she said organizational skills are a must, but whatever works for that person.
"Whatever face you give clients - tone, body language and eye contact - is key," she added. "Clients need to know that you are listening to everything they're saying."
By Misty Kaufman