DCL-03-07, Survey of Best Practices on Cultural and Language Differences.

DCL-03-07

DATE: March 20, 2003

TO: IV-D DIRECTORS (California, Florida, Illinois, Minnesota, New Mexico, New York, Texas, Washington, and Wisconsin.)

RE: Survey of Best Practices on Cultural and Language Differences.

Dear Colleague:

The Office of Child Support Enforcement (OCSE) is conducting a Survey of Best Practices on Cultural and Language Differences and we need your support. As America’s demographics change, we constantly seek ways to better reach the diverse populations we serve. Therefore, my Office is keenly interested in learning about any "best practices" your offices are implementing to provide effective outreach and program services to communities with different ethnic, cultural and linguistic backgrounds.

The goal of our research is to learn what has been most effective in serving customers with different languages and culture. A report will be prepared to distribute widely as Best Practices. We have selected nine states for this survey (California, Florida, Illinois, Minnesota, New Mexico, New York, Texas, Washington, and Wisconsin) based on demographics and other elements (e.g. recent Sec. 1115 Demonstration and Special Improvement Grants). We would like to discover how you have provided this growing customer base with access to child support enforcement services, and to share your strategies with other CSE offices, thereby increasing our effectiveness nationwide.

You will be contacted directly by our contractor, MAYA Advertising & Communications, the firm selected for handling this effort on behalf of OCSE. We are requesting your feedback in two forms: a survey, and samples of communications materials and outreach efforts. We also ask you to identify possible local CSE offices for a site visit and interview during the next couple of months.

Survey: You will be receiving an on-line survey (also at http://site48868.dellhost.com), and we ask you to please respond within two weeks. The questions have been formulated to learn about your outreach efforts with minority communities, and about your data needs and any future trends you perceive.

Materials: Please send/mail us samples of the best work you have developed for outreach to communities with language and cultural differences and, if possible, please e-mail a PDF file of the material, particularly large pieces.* We will be scanning any printed material into an electronic version, and therefore need good quality printed/written material. Samples of media materials and outreach efforts your office may have developed may include any of the following: bilingual or multi-lingual broadcast materials (including TV and radio spots), web pages, media kits, billboard ads, pamphlets or brochures, public relations materials, videos, print ads, special collaborations with other agencies, etc. When submitting your "best practice" communications materials and outreach efforts, please follow this format:

Goal of product;
Description of product;
Results of product;
Location;
Funding or costs involved;
Description of why the product was a success;
Lessons learned or words of caution;
Contact information.

Please send your materials directly to MAYA Advertising & Communications (please do not send originals, as the materials will not be returned):

MAYA Advertising & Communications ATTN: Luciana Cavestany
1850 M Street, NW, Suite 230
Washington, DC 20036

* Please send PDF files to Luciana@mayadc.com

Local on-site visits: With your support, some local CSE offices will be selected for on-site visits, and should be considered based on their outstanding work serving communities with different ethnic, cultural and linguistic backgrounds. The directors of the local offices selected will be contacted directly by MAYA Advertising & Communications to schedule a convenient time and date for conducting the site visit. The purpose of these interviews is to learn more about regional approaches in providing effective outreach to these communities. We are also interested in identifying current and future data needs as well as future trends specific to child support enforcement in these communities.

Please refer any questions to Frank Fajardo at OCSE (ffajardo@acf.hhs.gov or 303-844-1144) or Rikki George at MAYA Advertising & Communications (Rikki@mayadc.com or 202-530-0566 ext.10).

Thank you in advance for your contribution to this important "Best Practices" research effort. Your participation will assist us in supporting your child support enforcement colleagues in other states, and we will be able to compile strategies for better service to communities with different ethnic, cultural and linguistic backgrounds.

Sincerely,

Sherri Z. Heller, Ed.D.
Commissioner
Office of Child Support Enforcement

cc: ACF/CSE Regional Program Managers