Hamilton County Department of Job and Family Services educated an audience of child support managers and workers from across the state about its new live chats at the annual Ohio Child Support Director's Association's conference Sept. 17 in Columbus. The agency had won a best-practice award for the chats.

Hamilton County JFS initiated live chats last year with a goal of being more open and accessible to customers, family members of clients, social service partners, taxpayers and others.

Since May 2008, Hamilton County JFS has conducted more than 30 public chats related to agency programs and services. They average 10 participants, 15 questions and 15 views. Program experts Jim Ashmore, Scott Boone, John Cummings, Kevin Holt, Sheila Roth (of the Super Jobs Center), Amy Story and Nicci Warr join moderator Mike Boehmer of Communications in answering questions.

In March 2009, the agency began offering private chats with child support technicians Emily Jackson and Colleen Weithofer. They have chatted more than 1,600 times. Less than a minute after a client signs on, a tech answers. Chats average 13 minutes.

Reaction has been very positive, drawing comments such as:

"Wow! That's great! You know, this is great! I love the fact I can get on-line and get a answer to my questions immediately without waiting for days or even weeks, or in my case still waiting."

"Yes. This is one great tool that CSEA (Child Support Enforcement Agency) has. Hopefully they will be 'saved' and kept in the budget."

"Thank you so much. I love this method of asking questions."