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Trainers urge child‑support staff to build trust, inclusion and psychological safety to improve service and collections
Summary
Callie and Christie Burns led an interactive MCSEA session on workplace culture, outlining five pillars—trust, communication, inclusion, recognition and purpose—and arguing that a positive culture can aid staff retention and improve collections.
Presenters Callie and Christie Burns (a paternity trainer) led an interactive session called "Office Yappers" focused on building a positive workplace culture within child‑support offices.
The presenters identified five pillars—trust, communication, inclusion, recognition and purpose—and urged staff to use small, consistent actions to shift office culture. Callie cited external research and internal examples: "Imagine that, a 33% increase on collections," she said when paraphrasing a Gallup finding about improved revenue from stronger workplace culture, and urged attendees to think about simple actions they could implement back in their offices.
Christie outlined specific user‑facing changes such as using plain language in training and improving psychological safety so staff can raise concerns without fear of reprisal. The session included interactive polls and examples of local practices—kudos in newsletters, peer shout‑outs and community‑of‑practice groups—aimed at boosting morale and operational performance.
Presenters closed by asking each attendee to pick one small, meaningful change to implement in their office and to use training resources to sustain it.
