Outreach services
The outreach team delivers a range of services including:
- responding to general or case specific queries within 48 hours
- resolve queries before they become a complaint
- interviews with clients
- liaison between CMS staff and MLA / MP offices
- deliver presentations to stakeholder groups
- improve service delivery for our ethnic minority clients
Stakeholders
There are many organisations that work alongside child maintenance to provide our customers with the appropriate support they need. This may relate to family support, financial advice, benefits, legal advice or health matters. The outreach team is available to visit any of these groups to discuss child maintenance procedures.
You can email the outreach service at belfast.nioutreach@dfcni.gov.uk
This email address is only available to MP / MLA Offices and Advisory groups. We cannot respond to general customer queries.
Due to the current Covid-19 restrictions and social distancing we may be unable to attend face to face meetings at this time but this is under constant review.
Meet the Outreach team
Rosie Mcveigh
Background - Rosie joined the Child Support Agency in 1998 were she worked as a case worker until 2004 when she was promoted to a frontline manager. When the new Child Maintenance Scheme was introduced in 2012 Rosie became a Telephony Quality checker, listening to calls and coaching staff to improve their telephony behaviours. In 2017 Rosie helped create the Customer Service and Telephony Support team were she continued to provide coaching on telephony behaviours but also developed training material for new entrant colleagues and delivered customer service presentations to colleagues across the business. Rosie was nominated for and won CCNNI Trainer of the Year in 2019. Rosie is very focused and committed to improving customer service within CMS.
Ryan Morrison
Ryan joined the child support agency in 2003 as an administrative assistant. He was promoted in 2004 to the role of administrative officer where he worked in various different roles to gain experience within the business. In 2013 with the introduction of a new system, Ryan was among the first batch of case workers to volunteer to transfer across to the new system which included new legislation and a new IT system. Through the years as an experienced member of staff Ryan has volunteered many times to help consolidate some of the desk training for less experienced members of staff and new entrants. Ryan enjoys helping other’s and is focused on improving customer service within the department. in 2019 Ryan was promoted to the role of Outreach officer and is looking forward to building a strong rapport with MP and MLA offices going forward.
Further information
Child Maintenance Choices
Child Maintenance Choices is a service provided by the Child Maintenance Service. They provide impartial information and guidance about all the different child maintenance options available to help parents make informed choices about child maintenance.
You can contact Choices on 0800 0287439 or visit their website.
Make the Call
The aim of the Make the Call Wraparound Service is to ensure that every individual and household across Northern Ireland is receiving all the social security benefits and other supports and services to which they and their families are entitled.
You can contact Make the Call on 0800 232 1271 or visit their website.
Useful links
- Child Maintenance Service
- NI Customer Charter
- Calculate child maintenance
- Manage your child maintenance case online
- Child maintenance appeals and complaints