Nebraska Renaissance

Wausa Child Support Call Center
Like many small towns in Northeast Nebraska, the community of Wausa is always looking for ways to expand business and boost their local economy. Legislation passed in 2000 mandated that a new Nebraska Child Support Call Center operated through the Department of Health and Human Services be located in a rural community. Wausa competed with over 10 other communities for the call center, and on September 4, 2001, that effort paid off. This is the date that the call center started taking calls for child support customers across the State of Nebraska. The call center not only found its new home in Wausa, but the community also benefited from gaining 28 new jobs. The center is seen as a significant step forward in the effort within state government to share the economic benefits of state employment with rural communities. Creating 28 new jobs in a community of 600 is like creating 1,700 jobs in Omaha. This comparison shows the tremendous importance that this center has on Wausa and rural Nebraska.
The impact of the call center being placed in rural Nebraska is significant. Many of the call center staff used to drive 30-40 miles a day to work; now they are working in a community close to home. Worker loyalty is high and turnover has been almost non-existent. Local business owners also benefit because more dollars are being spent in Wausa and the surrounding communities.
The call center has been in operation for a little over four years and currently 30 staff handle approximately 30,000 incoming calls from child support-related customers each month. The call center has become an integral part of the child support program for the State of Nebraska. Call Center Management has been invited to speak at numerous Nationwide Conferences regarding the success of their operation. A key component of the Call Centers' success that is commonly shared in these presentations is the importance of the location of the Call Center and the advantages of being in a rural community. Twenty of the original 26 staff that were hired four years ago are still working at the call center today including the entire management team. This continuity is something to be proud of as many call centers struggle with constant turnover that leads to increased hiring and training expense and decreased productivity. The Call Center has been a real success story for Northeast Nebraska and has shown that a small community can make a big difference!
Source: Lori Bengston at the NE Child Support Call Center in Wausa Nebraska