Susan is the Director of the Franklin County Child Support Enforcement Agency (FCCSEA). In this role, Susan manages over 250 employees and tens of thousands of child support cases for Franklin County families. She is a strong proponent of improving outdated systems and strengthening labor relations.
Like many local government agencies, FCCSEA has struggled with the organization and digitalization of the case files (which are all filed in manila folders in the basement) and anytime one is needed, it can take 24 hours to locate and receive it – assuming the file is in the file room.
Susan took the initiative and forged a team to improve the file system. One year later, over 77,000 case files have been scanned into the new OnBase system. Now, the Agency is saving time and improving customer service by allowing every employee to have instant access to any client document or file.