IV-D Memorandum 2023-003 - Availability of Customer Service Training in the OCS Learning Management System (LMS)

Sep 24, 2026

IV-D Memorandum 2023-003 announces the availability of an online customer service training course in Michigan’s OCS Learning Management System (LMS). The purpose is to help IV-D staff provide child-support-specific, service-oriented customer interactions that support compliance while winning, not enforcing. OCS describes a pilot that showed broad participant support and explains training expectations, including yearly completion requirements aligned to Contract Performance Standards.

LanguageEnglish

CategoryLetters

FormatPDF

Pages7

Reading Time3 min

AccessFree to download

Purpose

Discussion

A. Introduction

B. Course Details

C. Course Modules

GRETCHEN WHITMER GOVERNOR STATE OF MICHIGAN DEPARTMENT OF HEALTH AND HUMAN SERVICES LANSING ELIZABETH HERTEL DIRECTOR IV-D MEMORANDUM 2023-003 TO: All IV-D Staff* FROM: Erin P. Frisch , Director Office of Child Support (OCS) DATE: February 2 , 2023 UPDATE(S): Manual Form(s) SUBJECT: Availability of Customer Service Training in the OCS Learning Management System (LMS) ACTION DUE: None POLICY EFFECTIVE DATE: Upon receipt PURPOSE: OCS has purchased an online customer service training course that is now available in its Learning Management System (LMS) . This course aligns with the Michigan Child Support Program’s operating principles to support parents, be service-oriented, and win, rather than enforce, compliance. The training is specific to child support , so it will be especially helpful to IV-D staff in certain customer service situations. IV-D staff may take this training to fulfill their yearly customer service training requirement for the Contract Performance Standards (CPS) Training Measures.1 OCS conducted a pilot of the online course to gauge its relevance and value. The results from a survey of the training participants illustrated its broad support, acceptance, and value. In fact, all survey respondents indicated that they would recommend the training to other staff. 1 For more information on the CPS , reference Section 1.25,“Contract Performance Standards (CPS),” of the Michigan IV-D Child Support Manual. DISCUSSION: A. Introduction The Cooperative Reimbursement Program (CRP) agreement has several program requirements for IV-D Prosecuting Attorney (PA) and Friend of the Court (FOC) staff to meet.2 These include a set of CPS performance measures that consist of IV-D training and customer service training. Local IV-D staff will take a minimum of four hours of IV-D training and one hour of customer service training each fiscal year. Eighty percent of an office’s IV-D staff are expected to complete this training each fiscal year, even if they do not have direct interaction with families. Offices may continue to seek the customer service training of their choosing. OCS wanted to offer web-based training that provides child-support-specific customer service information as another viable option in addition to the numerous customer service training offerings already available in the LMS.3 OCS believes Michigan IV-D staff will find the training beneficial and relevant to the child support program’s unique relationship with its case participants. OCS is offering this training to all IV-D staff to provide consistent customer service training throughout the child support program. Although the CRP contractual provisions apply only to PA and FOC staff, IV-D staff throughout the program are expected to provide quality customer service and to contribute meaningfully to the program’s Strategic Plan, which includes “(d)esign(ing) customer interactions that support compliance and encourage positive participation.” In an effort to meet that goal, all OCS Operations Division staff, including all support specialists, will take this training. B. Course Details 1. Course Title and Description The course is titled Effective Child Support Customer Service. It consists of five modules. Local offices may decide how to complete the training; OCS provides a recommendation in Section C below. The course is self-paced and very interactive. It includes many child-supportspecific scenarios4 to promote comprehension and learning. 2 For more information on the CRP agreement, reference Section 1.23, “Cooperative Reimbursement Program (CRP) Agreements (Contracts),” of the Michigan IV-D Child Support Manual. 3 This training product was developed by Public Knowledge, a professional organization with a history of providing service and support to state IV-D programs. Public Knowledge works with agencies to improve child support service delivery at local, regional and state levels. Its expert

FAQs

What training is being made available to IV-D staff?

OCS purchased an online customer service training course and made it available in the OCS Learning Management System (LMS). The course is specific to child support customer service situations.

What is the purpose of the training?

The training is intended to support service-oriented customer interactions and align with Michigan Child Support Program operating principles. It also helps staff meet the yearly customer service training requirement for Contract Performance Standards (CPS) Training Measures.

How is course completion tracked in the LMS?

When IV-D staff complete a module, the LMS automatically records it on their transcript for CPS credit.

Sep 24, 2026

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