Southwest Montana News

The Department of Public Health and Human Services (DPHHS) has announced a series of improvements to the Child Support Services Division (CSSD) aimed at enhancing customer service for Montanans. DPHHS Director Charlie Brereton highlighted these changes as part of an effort to improve service quality and efficiency within the agency.

“DPHHS is working to improve quality customer service and bring greater efficiencies to the agency,” Brereton stated. “Recent improvements made within CSSD are an excellent example of how we’re working to better serve Montanans and save taxpayer dollars.”

These updates align with Governor Greg Gianforte’s focus on modernizing state government services through technological advancements, including his Digital Challenge initiative.

A significant change includes a new phone system that offers clients consistent self-service options via a centralized number, 1-800-346-5437. This system provides direct access to CSSD staff, allowing clients to inquire about payments, account balances, and general questions. Additionally, clients can find information online, apply for services, and manage payment details. Employers have online resources available for reporting new hires.

The phone system is designed to handle approximately 14,000 calls monthly across the state, reducing wait times in regional offices. It also features a customer survey at the end of each call for collecting feedback on client experiences.

“The overall customer service experience is our highest priority, and the survey will provide us with valuable information for continued improvement,” said CSSD administrator Christie Twardoski.

Previously reliant on local office contact due to paper-based case files, CSSD has digitized 30,000 files into an electronic document management system. This transition involved scanning over four million pages and allows file sharing among 140 workers across five locations: Billings, Butte, Helena, Missoula, and Great Falls. The digitization improves case processing efficiency and accessibility for rural residents without local offices.

“Electronic file sharing among child support workers impacts rural residents by enhancing accessibility and responsiveness,” Twardoski explained. “The change has led to increased efficiency, improved data security, service quality, and ultimately contributed to more streamlined operations.”

CSSD provides various services such as establishing and enforcing child support orders. Any parent or caregiver needing assistance with child support matters can apply for services through CSSD. The division maintains records of payments and acts as a neutral intermediary between parents.

Currently managing around 30,000 cases involving over 43,000 children in Montana, CSSD continues its mission to ensure children's basic needs are met through effective support systems.