Leading with engagement to drive transformative child support services

After nearly three decades in public service — including leading New Mexico’s child support program and directing the mass care and emergency assistance support function during the pandemic on behalf of the state — Jeremy Toulouse came to the private sector with a vision. He wanted to partner with child support program (IV-D) leaders to help transform their offerings into responsive, engagement-driven services that foster the economic stability and wellbeing of the whole family.

Today, as one of our senior directors of program modernization services, Jeremy brings deep frontline experience, a strategic vision, and a reformer’s mindset to Maximus. He works with state agency leaders as they shift their child support programs away from punitive enforcement and toward practical family stability — helping noncustodial parents reenter the workforce, meet their obligations to their children, and build lasting relationships through services that empower a family’s long-term success.

While his work is shaped by his commitment to serving families, his approach is grounded in pragmatic insight, particularly when state agencies face budget and operational challenges.

Lasting impact often starts with targeted, incremental changes. My mission is to help leaders ensure that intention meets action. Throughout my career, I’ve seen how good intentions fall short without practical execution. Before you can drive meaningful transformation within complex government programs, you must address the root causes of any capacity shortages within your program.

I encourage leaders to consider how their people, processes, and technology mitigate or contribute to capacity issues. Too often, systems generate 60% of the workload by prolonging processes that are begging to be streamlined. Fixing those inefficiencies isn’t just about saving time; it’s about making government work more efficiently and effectively for everyone — from program staff to the families they serve.

Traditional child support programs have often relied on punitive measures — like civil contempt proceedings or license suspension — that can push noncustodial parents further away. When fathers aren’t actively involved in their children’s lives, child support can feel like another unmanageable bill.

I’m focused on the impact of engaging both parents through supportive services. Employment and training services that increase economic stability. Fatherhood and co-parenting initiatives that empower fathers and strengthen families. These approaches offer services that parents truly want and need, building a path to more meaningful parental involvement and reliable support. But there’s a pragmatic argument, too. Introducing employment and training services requires an investment, but the benefit is a more timely action to collections and a more cost-effective action than going to court.

My commitment to serving others is rooted in my family's commitment to public service. I'm a fourth-generation native New Mexican, and my family history includes supporting early poverty alleviation programs in Albuquerque and working within human services programs. I, on the other hand, wanted to be a professional soccer player, but I found my way to public service.

Early in my career, there was a time when I felt like a cultural outsider. I found it challenging to earn the trust of a tight-knit community. I needed street cred before collaboration. I quickly learned the importance of listening deeply, investing time to understand local priorities, and proposing solutions that align with community values. That experience underscored the critical role of authentic relationships for driving meaningful, systemic change.

Moving to the private sector has given me a valuable new perspective. In many ways, private companies have helped shape the direction of the child support program, paving the way and helping it evolve into what it is today. Vendors provide insight and strategic guidance and augment the workforce with skilled professionals who help get the work done.

Private companies with broad expertise across public service programs bring both stability and real-world operational experience to government programs. That hands-on knowledge leads to a deeper understanding of the root causes behind program challenges — and gives us the historical perspective needed to see the bigger picture, anticipate change, and respond proactively.

Knowing that our collective work has a real, measurable impact on people’s lives motivates me. Child support should be a foundational part of holistic family services, reducing instability and helping children thrive. When we can help child support leaders shift their programs from enforcement to engagement, we’re also helping fathers become stable contributors in their children’s lives and strengthening families who become less reliant on other social services. It's gratifying to offer solutions that truly change lives for the better.