Training and Professional Development

Web-based TrainingChild support professionals are responsible for navigating through a complex system of laws, rules, regulations, policies, procedures, forms, and partnerships that comprise our nation’s child support system.  In addition to comprehensive IV-D program knowledge, child support specialists must have the ability to think critically, deal with sensitive situations, balance multiple priorities, achieve performance goals, and work effectively with parents, employers, and other program customers and stakeholders.

Professional development is essential in the dynamic environment of child support.  Training helps keep the child support workforce engaged, refreshed, and current and helps avoid job burnout, employee turnover, and costly errors.  A comprehensive training program can contribute to both individual and organizational excellence.

YoungWilliams offers learning opportunities for child support professionals in several different areas.  We can design a training program to meet the particular needs of the child support agency and deliver training on-site or remotely through our computer-based training (CBT) program.  A brief overview of some of our training modules and the CBT option is provided below:

  • Customer Service:  Our “Go the Extra Mile” (GEM™) customer care training program is specifically designed for front-line child support and call center professionals.  Through role-play and demonstrations using real-life child support scenarios, class participants learn how to proactively elicit information; convey empathy, interest and professionalism to callers; resolve calls promptly and efficiently; and enhance customer satisfaction. The one-day workshop provides useful tips and tools that can be employed by IV-D specialists to help customers and simultaneously reduce their own job stress. Our training program emphasizes that even though customers may not always be right, they always deserve to be treated with courtesy and respect. Child support professionals find this approach to be honest and refreshing – and relate very well to the premise and content of this realistic and credible training program.
  • Confidentiality and Safeguarding of Information:  Child support professionals are entrusted with access to sensitive personal and financial information maintained on federal, state, and local databases and within child support records.  Federal and state laws and regulations require protection of this highly confidential information and provide severe consequences for non-compliance.  YoungWilliams can design an introductory or refresher-training workshop to reinforce confidentiality and safeguarding requirements and to present scenarios that arise in the daily work of child support professionals.
  • Uniform Interstate Family Support Act (UIFSA) Training:  Approximately one-third of the national caseload involves one or more states.  Determining when long arm jurisdiction can be used and which state has continuing exclusive jurisdiction (CEJ) can be challenging.  Through a combination of classroom presentation, role-playing, and quizzes, our trainer will help child support professionals and attorneys navigate through UIFSA including determinations of CEJ and controlling order; applicable state law and arrears amounts; jurisdictional principles; and treatment of international cases.  In addition to UIFSA, our training includes the practical application of interstate case processing from the Child Support Enforcement Network (CSENet) to the federal Office of Child Support Enforcement standardized forms.  This proven combination of UIFSA and interstate case processing will provide child support professionals with the tools needed to make well-supported decisions when confronted with an interstate case.
  • Computer-Based Training (CBT):  CBT is an ideal way for child support professionals to obtain both initial and refresher training.  It is hard to find time in busy offices to hold short informational meetings, much less deliver classroom style training.  CBT can be designed as a straightforward tutorial, or it can employ other techniques such as drill and practice; games; simulation; and problem solving.  A well-designed CBT program takes students systematically through instruction, actively engages participants, and generates reports that track the training progress of each individual.  Quizzes can be administered after each training chapter to ensure the trainee has the knowledge and level of competency necessary to succeed.  One of the key benefits is that employees can complete CBT courses at their own pace and in their own workspace.

YoungWilliams would be pleased to work with you to develop a training program that meets the needs of your child support agency.  We can deliver training on-site or remotely through our web-based training program.  We understand the needs of child support professionals and the extensive knowledge they must possess in order to excel at their jobs.

For more information about our services, we invite you to send an email to This e-mail address is being protected from spambots. You need JavaScript enabled to view it .