Carol Bivens-Richardson
Carson,CA
Summary
Proven leader at Los Angeles County Child Support Services, adept in overseeing Interstate casework and enhancing team performance through strategic planning and quality control. Excels in research and policy application, coupled with a strong ability to adapt and resolve issues assertively. Achieved improvements in case processing efficiency and responsive customer service.
Overview
35
35
years of professional experience
Work History
Supervising Child Support Specialist
Los Angeles County Child Support Services
Commerce, CA
02.2000 - Current
- I manage a team of eight Child Support Specialists in the Intergovernmental Relations division (IGR). They provide comprehensive and courteous child support services to the following states: Arizona, Arkansas, Colorado, Hawaii, Idaho, Kentucky, New Mexico, New York, South Carolina, and South Dakota.
- Ensure each case manager effectively processes and follows up on assigned cases by reviewing and comparing monthly data.
- By following established quality control procedures, I ensure that child support orders are accurately entered into the computer system and enforced properly.
- Conduct monthly team meetings to enhance communication, promote accountability, coach, and share important information with case managers.
- Encourage others to build confidence by joining one of CSSD's work groups, or committees, or hosting an Intergovernmental Relations talk session.
- Consult with attorneys regarding the legality of court orders, and case matters to guarantee court orders are utilized properly and timely.
- Ensure customers who request supervisor callbacks are handled with courtesy and compassion to provide excellent customer service.
- Maintained strict confidentiality while managing sensitive information related to CSSD customers.
- I am the outreach engagement coordinator for IGR.
- I assist supervisors who are newly assigned to the Interstate office.
- I am responsible for updating the financial information on court orders for two teams.
- I attend and actively participate in both IGR and departmental leadership meetings.
Child Support Officer
Los Angeles County Child Support Services
Torrance, CA
07.2007 - 06.2013
- Researched customer demographics, their employers, financial information, and other records to obtain data needed to use in the guideline calculator for a summons and complaint to secure child support orders for enforcement.
- Reviewed cases for correct collections, allocation, and disbursement.
- I made sure cases were reviewed timely to expedite modification reviews.
- Conducted in-person and phone interviews with customers to answer their questions, address their concerns, and explain CSSD policies and procedures.
- I offered guidance to both new and existing Child Support Officers on managing cases effectively.
- Assisted my supervisor and upper management with difficult tasks.
Deputy Sheriff Trainee
Los Angeles County Sheriff Department
Whittier, CA
06.2007 - 07.2007
- I was with the Los Angeles County Sheriff's Department for four days (June 27th through July 2nd) completing paperwork, watching instructional videos, moving furniture, and exercising.
Child Support Officer
Los Angeles County Child Support Services
Torrance, CA
02.2000 - 06.2007
- Learned the processes and procedures of Los Angeles County Child Support Services.
- Researched customer demographics, their employers, financial information, and other records to obtain data needed to use in the guideline calculator for a summons and complaint to secure child support orders for enforcement.
- Reviewed cases for correct collections, allocation, and disbursement.
- I made sure cases were reviewed timely to expedite modification reviews.
- Conducted in-person and phone interviews with customers to answer their questions, address their concerns, and explain CSSD policies and procedures.
Intermediate Clerk
Los Angeles County Health Services
Los Angeles, CA
08.1990 - 01.2000
- I was trained on how to work in the medical records department at General Hospital.
- I was responsible for managing medical correspondence in patients' medical charts. This included pulling medical charts and delivering them to doctors and nurses upon request, logging each request, and preparing medical charts for the following day's clinic appointments. I also filed medical charts and answered phone calls.
Education
Bachelor of Arts - Public Administration/Criminal Justice
Cal State Dominguez Hills
Carson, CAAssociate of Arts - Criminal Justice
Compton Community College
Compton, CASkills
- Research cases for existing child support orders
- Utilize monthly case processing data to assess employee performance
- Policy and procedural knowledge
- Adapts to change well
- Offers suggestions to resolve issues
- Assertiveness - not afraid to have difficult conversations
- Weakness - sometimes speaking before others have completed their sentence
- Strategically plan my team's monthly in-office schedule to ensure daily coverage
- Investigate and locate data on customers who have money on hold
- I'm not apprehensive about asking important questions
- Willing to admit when I'm wrong and learn from my mistakes
- Weakness - sometimes
Affiliations
- Optimal Christian Academy's Board Vice President
- AFSCME Executive Board member
- Church of The Living God's Pastor's wife
Timeline
Child Support Officer
Los Angeles County Child Support Services
07.2007 - 06.2013
Deputy Sheriff Trainee
Los Angeles County Sheriff Department
06.2007 - 07.2007
Supervising Child Support Specialist
Los Angeles County Child Support Services
02.2000 - Current
Child Support Officer
Los Angeles County Child Support Services
02.2000 - 06.2007
Intermediate Clerk
Los Angeles County Health Services
08.1990 - 01.2000
Bachelor of Arts - Public Administration/Criminal Justice
Cal State Dominguez Hills
Associate of Arts - Criminal Justice
Compton Community College