Change Management: An Unusual But Effective Tool for Customer Service

December 13, 2018 1:00 - 2:00 p.m. PST

WICSEC is excited to offer this microlearning opportunity. Rescheduled from the conference, please join our presenters in a webinar as they discuss change management as it relates to customer service. 


Policy changes, new technology, and changing demographics bring unique opportunities, but must be implemented and managed in a way that is supported by staff and results in improved customer service. This session will discuss the concept of organizational change management and the relationship between individual, organizational, and enterprise change to provide child support professionals with hands-on strategies to address change in the work environment. Incorporating organizational change management practices into program operations will support positive outcomes for child support programs, the professionals that work within the programs, and the families that they serve. 


Robert Hilverding
Senior Consultant, Child Support Practice, CSG Government Solutions

Kandace Yearsley
Senior Consultant, Child Support Practice, CSG Government Solutions

Cathy Kaplan
IV-D Director, State of Nevada


Friday, November 30, 2018 By courtlandadmin