A Father Experiences Years of ‘Unmatched Professionalism and Courtesy’ from DCSS Program and Caseworker
Sometimes opportunities arise that lead us miles from the ones we love. That was the case for Kevin, a father who moved to Arizona in 2011 and away from his daughter and her mother. To do his part for the care of his daughter, Kevin needed assistance collecting and distributing child support payments, so a case was initiated between the DES Division of Child Support Services (DCSS) and the state where his daughter and her mother remained. Based on previous experiences elsewhere, Kevin wasn’t optimistic about the quality of service he would receive. However, exemplary service from DCSS changed his perspective.
A child support case open for the same family in two states requires experienced and diligent caseworkers who frequently coordinate to keep the case running smoothly. Child Support Services Officer, Debra, began assisting Kevin with his case in 2012. “Several of my inquiries involved processes that were involved and required the cooperation of other governmental and out-of-state entities,” said Kevin. Debra always kept Kevin informed, answered questions quickly and returned his calls as she promised. “One of my favorite things about working with Debra is that I think I began to see changes in the process of modern support services,” said Kevin. “She answered my questions, followed up, and not once did she make me feel like a ‘deadbeat dad.’” He began to trust Debra and knew that his questions and concerns would always be addressed. “I thought it was an indication that Arizona’s [program] leadership trains the team to treat everyone with respect and dignity,” said Kevin.
Together, Kevin and Debra were able to distribute payments for his daughter even through difficult times when finances were tight. “I believe it's best to be transparent about the options available within the program," said Debra. Over the years, she educated him on all of the services and options available, which helped Kevin remain engaged with DCSS to provide financial support for his daughter as she grew. “I always felt like my interests mattered,” said Kevin. “She made me feel like a human being.”
Kevin’s case has been paid and closed, and he is proud of his daughter, who is now enrolled in a university on the East Coast. As a parent and customer of DCSS, Kevin learned some things that could help other parents. “Don’t hesitate to explore options available to you,” he explained. “It can be helpful if life circumstances change.” Customers can check their eligibility with DCSS for services such as the Hardship Program, the Settlement Program and modification of a court order.
Debra has helped many Arizona families in similar situations over the last 20 years. "It's rewarding to help customers stay on track with payments so that their case is paid off in a timely manner," said Debra.
If you’re a parent or guardian in need of child support services from experts like Debra, please contact the DCSS Customer Service Center at 602-252-4045 or 1-800-882-4151. For more information on child support services, please visit the Division of Child Support Services website.