The National Child Support Engagement Association (NCSEA) 2024 Leadership Symposium, held from August 4-7 in Detroit, Michigan, was a landmark event that brought together over 600 attendees from both public and private child support sectors. This year’s symposium, themed “Leading with Heart & Soul,” not only celebrated NCSEA’s 50th anniversary but also set the stage for future innovations in child support.

Detroit, the birthplace of Motown, provided an inspiring backdrop for this gathering of child support leaders. The city’s legacy of creativity and collaboration resonated deeply with the symposium’s objectives: to blend passion and dedication with NCSEA’s core values of supporting families and communities. As the event unfolded, it became clear that the spirit of Motown wasn’t just a thematic choice—it was a reflection of the heart and soul of the child support community.

Plenary 1: “Ain’t No Mountain High Enough”

Above: Speaker panel from the opening plenary session at the NCSEA 2024 Leadership Symposium. From left to right: Erin Frisch, Director, Michigan Office of Child Support; Scott Cade, Vice President and General Manager, Conduent; Konitra Jack, Child Support Enforcement Director, Department of Children and Family Services; Alisha Griffin, Managing Director, AlishaGriffinWks LLC; Sharon Santilli, Esquire, Executive Consultant, Stellarware; and Mary Ann Wellbank, Principal, Mary Ann Wellbank LLC.

One of the most compelling sessions was Plenary 1, titled “Ain’t No Mountain High Enough,” where former CSLN Host State Administrator and former Rhode Island IV-D Director Sharon Santilli, Esq., took center stage. Now an Executive Consultant with Stellarware Corporation, Santilli’s reflections on her decades-long journey in child support set the tone for the symposium.

Santilli recounted her first NCSEA conference in 1996, describing how it transformed her approach to child support. “At the time, I was Chief Legal Counsel for Child Support in Rhode Island, and I felt very alone in the challenges we were facing. But walking into that room full of experts at NCSEA, I realized I wasn’t alone at all,” she shared. This experience solidified NCSEA as her go-to association for training, networking, and problem-solving.

During her time as NCSEA President, Santilli played a pivotal role in strategic evolution, highlighting the organization’s shift from a reactive to a proactive stance in legislative matters. She emphasized the importance of strategic planning and governance, which transformed NCSEA’s board meetings into more streamlined and effective sessions. “We began focusing on the tough issues and action items, getting more work done,” Santilli noted, reflecting on the changes that have helped NCSEA lead with greater impact.

Santilli also touched on the resilience of NCSEA during challenging times, such as the 2008 economic downturn. “We knew child support collections might suffer, but despite the financial strain, we pushed forward. NCSEA emerged stronger, with reserves and professional oversight securing our future,” she said, underscoring the organization’s commitment to weathering any storm.

Celebrating 50 Years of NCSEA

The symposium didn’t just look back—it also cast a vision for the future. Co-chairs Konitra Jack and Sharon Pizzuti noted that the event was designed to inspire current and future leaders, much like Motown has inspired generations of musicians. “Our theme, ‘Leading with Heart & Soul,’ embodies the passion and dedication that have driven NCSEA’s success for the past 50 years,” they wrote in a preview of the event.

With a carefully curated lineup of plenaries, workshops, and learning labs, the symposium tackled key issues through four tracks: Developing Equity in Policy, Partnering for Success, Cultivating Inclusive Leadership, and Building and Sustaining Accessible Technology. The integration of Diversity, Equity, Inclusion, and Belonging (DEIB) principles into every aspect of the event was particularly noteworthy, ensuring that all voices were heard and respected.

CSLN played a significant role in the symposium, with team members in attendance and a presence on the show floor. The organization’s involvement underscored its commitment to being an active participant in the broader child support community.

As attendees gathered in Detroit—a city synonymous with resilience and creativity—they were reminded of the power of collaboration and the importance of bringing diverse voices together. Santilli’s words during Plenary 1 echoed this sentiment: “We may face mountains, but together, there’s no challenge we can’t overcome.”

As NCSEA looks to the future, the lessons and inspirations from the 2024 Leadership Symposium will undoubtedly shape its path forward, ensuring that the child support community continues to lead with both heart and soul.

Q: What was your previous CSLN position? Can you share some of the challenges you faced in that position and how they prepared you for your new role?

JB: My Previous position was as a customer service representative. It was challenging at first to learn the ins and outs of working with all the different insurance companies and law offices. Learning how to speak with them and understanding their lingo was great preparation for my new position and for navigating the Texas Follow-Up role.

Q: What specific goals or projects are you looking forward to tackling in your new position?

JB: I’m looking forward to learning more within this position to better help my team. And maybe meet with the different entities that we work so closely with.

Q: What impact do you hope to have on CSLN’s mission and the teams you’ll be leading in your new role?

JB: I hope to continue and grow what my predecessor Linda had worked so hard to maintain here.

Q: Do you have a favorite memory from work?

JB: A couple of years ago, on two calls back-to-back, I remember two different adjusters thanking me for the work that we do here, and that has stuck with me ever since.

Q: What do you like most about working for CSLN?

JB: What I like most is the people I work with are always so helpful, and the work that we do here makes an impact on a lot of people.

Q: Do you have any hidden talents or interesting skills?

JB: I wouldn’t say talent, but I have been skateboarding for over 20 years. And I compete in trading card tournaments on weekends.

Q: Tell us about your family, any kids or pets?

JB: It’s a small family with me, my wife Kimberly, and our 3-year-old son, Jensen.

Q: What was your previous CSLN position? Can you share some of the challenges you faced in that position and how they prepared you for your new role?

KC: In my customer service role, I was responsible for responding to incoming emails, faxes, and phone calls and processing registrations for adjusters and state users to access the CSLN website. Responding to incoming emails was challenging as we received questions and requests from various individuals with different needs. The research required to respond to many of the requests resulted in developing a greater understanding of the CSLN project and the individual child support agencies we work on behalf of.

Q: What specific goals or projects are you looking forward to tackling in your new position?

KC: Over the last five years, I have learned a lot about the needs and requirements of individual child support agencies and shared this information with our team. Training will be a focus as CSLN has begun updating our training process, which has already produced positive results. 

Q: What impact do you hope to have on CSLN’s mission and the teams you’ll be leading in your new role?

KC: My goal is to keep the team focused on the end result. Every time CSLN performs quality assurance on an insurance claim, a child support agency has an opportunity to intercept an insurance settlement, resulting in a child or family receiving the monetary support they need. 

Q: Do you have a favorite memory from work?

KC: When food trucks come for lunch in the summer, and everyone has lunch together outside. 

Q: What do you like most about working for CSLN?

KC: The sense of purpose and being able to make a difference in so many lives. Before we left the office to work remotely due to COVID-19, we were told to stay focused because the children and families were counting on us and needed our help more than ever.

Q: Tell us about your family, any kids or pets?

KC:  I am married, and my husband and I have two children, a daughter and a son. We are now empty nesters, which took a while to get used to. We will welcome our granddaughter in October, and my new title will be Nana!

Q: What was your previous CSLN position? Can you share some of the challenges you faced in that position and how they prepared you for your new role?

PH: Previously, as a member of the Claims Processing team, I was learning how best to serve the state child support agencies and families to recover the child support they deserve. I want to make sure everyone gets the necessary information in the easiest way possible to work together and succeed in our mission.

Q: What specific goals or projects are you looking forward to tackling in your new position?

PH:  As the Team Lead for claims processing, I am so grateful to be able to use the insights and experience I gained from my time as a member of the team to take our service for the state child support agencies, the companies we work with, and families who benefit from our help to the maximum potential.

Q: What impact do you hope to have on CSLN’s mission and the teams you’ll be leading in your new role?

PH: We have such an incredibly talented team. I hope that I can help assist my teammates, give them a place to reliably turn for guidance and support, and excel at what we do to increase the reach of those talents to benefit as many people as possible.

Q: Do you have a favorite memory from work?

PH:  Everyone here is so smart, funny, and kind, and every day, they put a smile on my face. We have a lot of fun. At our quarterly meetings, we will sometimes do our own spin on Family Feud, which usually gets a few laughs. And there is always satisfaction in seeing a phone call or an email recover tens of thousands of dollars for a family.

Q: What do you like most about working for CSLN?

PH: I love being part of an incredible team and the satisfaction of helping the states, kids, and families receive the financial support they may otherwise not have.

Q: Do you have any hidden talents or interesting skills?

PH: I’m an avid musician and have enjoyed playing music for most of my life!

Q: Tell us about your family, any kids or pets?

PH: Recently, and excitingly, my daughter just graduated high school, and my newest nephew was born!

The success of CSLN is built on the strength of our team, and Jeremy, Karen, and Patrick are shining examples of the talent and dedication that fuel our progress. Their recent promotions reflect not only their individual achievements but also the collaborative spirit that defines CSLN.

We extend our heartfelt congratulations to them and look forward to their continued contributions as we work together to make a lasting impact on the lives of families and children across the nation.