Shaun Edwards
Visalia
Summary
Collaborative public-sector leader with over a decade of experience in child support services, workforce supervision, and program operations. Known for building strong teams, developing leaders, and fostering accountability while delivering compliant, high-quality services to children and families. Extensive experience supervising large, diverse teams, leading organizational change, and supporting staff through training, coaching, and performance management. Trusted Project Director and Business Analyst who partners across departments to improve systems, strengthen service delivery, and align people, processes, and policy in complex, high-impact environments.
Overview
16
16
years of professional experience
Work History
Program Planner
Sacramento County DCSS
Sacramento
10.2021 - Current
- Performed advanced program analysis and performance evaluation for a comprehensive child support services program, supporting executive decision-making across establishment, enforcement, financial processing, and compliance functions.
- Serve as Project Director for the federally funded “My Empowerment” Responsible Parenting grant, a $1 million award from the Administration for Children and Families (ACF), providing program oversight through the grant period ending September 30, 2025.
- Direct grant planning, implementation, and ongoing monitoring, including quarterly budget review, expenditure tracking, vendor invoice verification, and coordination with fiscal staff to ensure compliance with federal and county requirements.
- Serve as the Business Analyst for the development and implementation of an internally used application, translating operational needs into functional requirements, coordinating with IT and stakeholders, supporting user testing, and resolving system issues.
- Analyze operational, fiscal, collection & distribution and other reporting tools to identify trends, risks, and improvement opportunities.
- Prepare executive-level and team level reports, dashboards, and written recommendations used to inform operational changes, policy revisions, system enhancements, and strategic decision-making.
- Serve as a liaison between program operations, information technology, fiscal services, and external partners to support business process improvements and system modernization efforts.
- Research and interpret federal and state legislation, regulations, and policy directives impacting child support operations and assess operational impacts of changes.
- Design and deliver leadership and workforce development training, including Emotional Intelligence and Leadership Onboarding for Leads, Supervisors, and newly promoted managers.
- Facilitate meetings, present findings to leadership, and provide consultative guidance to management on program operations, performance, and system-related issues.
Supervising Child Support Officer
Sacramento County DCSS
Sacramento
05.2018 - 10.2021
- Supervised high-volume child support call center operations, managing teams of 11 representatives per unit, with responsibility for up to 22 staff members during peak operational periods.
- Directed daily operations to meet state and federal performance standards, service level goals, and customer service expectations in a fast-paced, public-facing environment.
- Monitored workload distribution, call volume metrics, timeliness standards, and staff performance, providing recommendations to management to improve efficiency and service outcomes.
- Conducted employee performance evaluations, coaching, and development planning; completed corrective and disciplinary actions, including investigations, in coordination with human resources and labor relations.
- Led implementation of new call center systems, tools, and business processes to improve call handling, reporting, and service delivery.
- Collaborated with management, IT, and program staff to identify operational challenges and implement process improvements.
- Ensured compliance with departmental policies, labor agreements, and state and federal child support program requirements.
Supervising Child Support Specialist
Tulare County DCSS
Visalia
12.2014 - 05.2018
- Supervised child support enforcement operations, including standard enforcement, specialized enforcement, audit functions, and court teams within a comprehensive child support services program.
- Managed multidisciplinary teams with responsibility for up to 10 staff members, ensuring compliance with state and federal child support laws, regulations, and performance standards.
- Monitored operational performance, reviewed case processing and audit findings, and implemented corrective actions to improve compliance, accuracy, and case outcomes.
- Conducted employee performance evaluations, coaching, and corrective or disciplinary actions in accordance with departmental policies and labor agreements.
- Actively collaborated with the departmental training team to develop, update, and deliver training materials supporting enforcement operations, customer service, and policy changes.
- Served as a member of the Customer Service Advisory Committee (CSAC) for two years, participating in bi-monthly statewide meetings to review customer service procedures, analyze statewide practices, and develop recommendations.
- Contributed to formal recommendations that were incorporated into a final report and presented to the State Director, supporting statewide improvements to child support customer service operations.
Child Support Officer
Tulare County DCSS
Visalia
06.2012 - 12.2014
- Managed a full child support caseload, including case establishment, court order preparation, and enforcement actions in accordance with state and federal child support laws and procedures.
- Opened new cases, gathered financial and demographic information, prepared legal documentation, and coordinated court processes to establish child support orders.
- Performed enforcement activities to ensure compliance with court-ordered support, utilizing appropriate administrative and legal remedies.
- Provided customer service support in a high-volume call center environment, responding to participant inquiries, resolving issues, and explaining child support processes and requirements.
- Maintained accurate case documentation, ensured data integrity within the California Child Support Automation System, and met timeliness and performance standards.
- Developed a strong foundational understanding of child support operations, legal processes, and customer service delivery that supported advancement into supervisory and management roles.
Finance Manager
Lithia Motors, Inc
Fresno
08.2009 - 09.2011
- Managed all aspects of dealership finance operations, serving as the primary liaison between customers, lenders, and internal departments to structure vehicle financing and complete sales transactions in compliance with dealership and lender requirements.
- Worked directly with multiple financial institutions to secure loan approvals, submit and review credit applications, and maintain effective lender relationships.
- Ensured compliance with applicable state and federal finance regulations, dealership policies, and ethical standards to mitigate risk and protect organizational interests.
- Oversaw finance documentation and contracts, ensuring accuracy, completeness, and timely processing to meet funding and delivery deadlines.
- Supervised and coached sales consultants and team leads, with responsibility for up to 12 personnel, including training, performance evaluations, and corrective actions as needed.
- Presented financing options and vehicle protection products to customers, balancing customer needs with dealership performance goals.
- Analyzed finance and sales performance metrics, identified trends, and recommended process improvements to improve operational efficiency and revenue outcomes.
Education
Bachelor of Science - Business Administration
Southern New Hampshire University
Hooksett, NHSkills
- Program management
- Data analysis
- Grant administration
- Stakeholder engagement
- Leadership training
- Compliance monitoring
Timeline
Program Planner
Sacramento County DCSS
10.2021 - Current
Supervising Child Support Officer
Sacramento County DCSS
05.2018 - 10.2021
Supervising Child Support Specialist
Tulare County DCSS
12.2014 - 05.2018
Child Support Officer
Tulare County DCSS
06.2012 - 12.2014
Finance Manager
Lithia Motors, Inc
08.2009 - 09.2011
Bachelor of Science - Business Administration
Southern New Hampshire University