Building Better Systems: Marcus Howard’s Takeaways from the 2025 NCSEA Policy Forum

I attended a session hosted by the National Child Support Engagement Association (NCSEA), where leaders from Arizona, Virginia, and California shared their experiences in modernizing child support services (moderated by Matt Sauter). Their thoughtful approaches highlight how technology, engagement, and adaptability can create more effective and accessible support systems.

Holistic Case Management & Trust-Building (Arizona)
Arizona is taking a trust-first approach to case management by focusing on holistic case reviews and procedural justice. Heather Noble shared how the PJAC grant helped Arizona implement two-way texting, making it easier for families to engage with child support agencies—particularly during COVID. She also emphasized the importance of “failing forward”—learning from setbacks and continuously refining processes to better serve families.

Digital Outreach & SEO Strategy (Virginia)
Virginia has focused on digital engagement to ensure families can find the resources they need. Mariellen Keely highlighted a challenge many agencies face: child support programs don’t always rank at the top of online search results, making it harder for families to connect with services. By leveraging SEO and digital marketing, Virginia is working to bridge that gap. A special thank you to our wonderful friends at Grays Peak for their support in this area.

Technology & Real-Time Updates (California)
California is making strides in automation and real-time updates. Alexis Ramirez shared how their team can now update forms in less than a minute without system downtime or scheduled releases. While full case management integration remains a work in progress, these incremental improvements are already making a difference in service delivery and efficiency.

Summary:

At Protech Solutions, we believe that modernization is about more than technology—it’s about building trust, making engagement easier, and creating systems that adapt to the needs of families and caseworkers alike.

✅ Agile technology helps agencies respond to changing needs.


✅ Proactive digital engagement makes child support services easier to access.

✅ Small, thoughtful improvements can create lasting impact for families.