Statewide Directors Meeting January 18, 2012 California Department of Child Support Services
Jan 11, 2016
Statewide Directors
Meeting
January 18, 2012
California Department of Child Support
Services
2
Welcome and Opening Remarks
Kathleen Hrepich
3
Administrative Services Update
Mark Beckley
Budget Update Call Center Project Update
4
Mary Ann Miller
Executive Programs
MGT Update Genetic Testing Contract
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Statewide Disbursement Unit
Gail Overhouse
KidStar Training Outreach SDU Transition
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Outreach Email, postcards, letters to CP’s, NCP’s and
Employers have started
Special flyer on EPC changes sent in early January with the Barnes’ notices
Outreach results to date
KidStar Training T4T completed in December LCSA staff training occurring in January Userids for KidStar access will be distributed
mid-January
SDU Transition February 6 cutover “Go” approved
Cutover activities underway, including:- EPC cards being sent January 17 - 24- IVR and SDU website changes
CSE system unavailable Friday, February 3 @ 8 pm through Monday, February 6 @ 6 am- Appropriate messages being developed for
ECSS IVR and Customer Connect- List of other services (both available and not
available) will be sent to the LCSAs
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Deferred Functionality:- Image correspondence- Population of the CSE Logical Collection
Detail screen
Additional Support after Transition:- Daily conference calls for LCSA staff with
DCSS SDU Transition Team starting on day 1 of cutover
- Additional DCSS & LCSA staff available to assist the SDU with suspense items
- ECSS, Public Inquiry and State Help Desk staff getting trained on possible customer issues and how to provide assistance
(SDU Transition cont’d)
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Program Update
Karen Echeverria
Plan of Cooperation Incarcerated
Obligors Statewide Training
10
Systems Update
Becky Stilling
CSE Performance Status of CSE Governance
Improvements Results of Open Window Workflow Automation Information Security Office
Changes
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FFY 2011 Child Support Program
Accomplishments and Awards
Kathleen Hrepich and
Regional Administrators
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FFY 2011 was a year of many successes for California’s Child Support Services Program:
Program performance continues to rise Data reliability audit was passed for FFY 2010 Many partnerships improved program efficiency and
effectiveness DMV Query Tool The Work Number Insurance Match Program – 50 new participating
insurance programs in California this year Usability workshops Employer data improvements Child Support Guidelines and Guideline Calculator IV-A/IV-D Partnership
Major automation transitions were accomplished Customer access to Child Support Services continues to
improve through automation
Child Support Program Accomplishments
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Top Performing LCSAs(by Caseload Size)
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Most Improved LCSAs in Overall Performance
(by Caseload Size)
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Most Improved LCSAsin Distributed Collections
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Performing LCSAs
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Break
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Performance MeasuresWhere We’ve Been – Where We’re Going
2012 Performance Management Plan Highlights
Mary Ann Miller
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2012 Performance Management Plan Highlights
Focus on Collections and Efficiencies
Goal 4
Increase the amount and quality of EDD data
Develop strategies to intercept gambling winnings
Automate The Work Number match program
Develop Department of Industrial Relations Workers’ Compensation policy, procedures and training
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(Goal 4 cont’d.)
Implement recreational license suspension program and explore future program improvements
Expand employer data management and verification process statewide
Review COAP and other approaches to support opportunities to compromise arrears
Complete revisions to review and adjustment regulations
Develop marketing program for non-IVD outreach
Develop business analytics and stratification strategies
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(Goal 4 cont’d.)
Complete design and develop plan to implement an employer portal
Develop and deliver training on bankruptcy, credit reports and FIDM/MSFIDM
Promote low income adjustments to the child support guidelines recommended by the Guideline Study Workgroup
Expand the provision of cell phone numbers of obligors with arrears to LCSAs on a regular basis
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Goal 5
Identify and plan implementation of e-e-Correspondence applications
Expand the use of shared services for call centers (Call Center Improvement Project)
Improve testing and training by establishing two new CSE environments
Implement a data warehouse
Implement CeRTNA (electronic lien delivery)
Implement OCSE State Services Portal (SSP)
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Performance Improvement – Collection Strategies
Vickie Contreras
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Collection HighlightsMary Ann Miller
The Work Number—Oct-Dec 2012$243,394
SSA—FFY 2011 (23% over 2010)$68,661,475
Thrift Saving Plan (TSP)—Total collected
$3,538,621Decision letters
$1,129,850
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San Bernardino’s Effective Collection Activities
Connie Brunn
SAN BERNARDINO DCSSWIDE WORLD OF SUPPORT
Spanning the County to bring our customers the constant satisfaction of quality child support services…competing to experience the thrill of providing children with the support they need… and the excitement of watching our department’s performance improve. This is San Bernardino County Department of Child Support Services’ Wide World of Support.
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SBDCSS WIDE WORLD OF SUPPORT
Ongoing Initiatives• Early Court Intervention• Dialing for Dollars• Just Ask
Augmented Initiatives• Specialized Enforcement• High Impact Cases
Project
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SBDCSS WIDE WORLD OF SUPPORT
New Initiatives
• Modification Initiative• Contempt Initiative• Arrears Day at DCSS• Managers Initiative• Madera County Locate
Partnership
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Santa Barbara’s Increase in Collections
Carrie Topliff
Highlights of a Successful Year
FFY 2011
Department of Child Support Services
County of Santa Barbara
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Focus on Results
• Call Center – Ventura County!• Outbound Dialing – Los
Angeles County!
• Moving Ahead• Counting What
Counts
TeamworkSkilled Casework
Help From Our Friends
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2010
107.8 %
85.3 %
57.1 %
62.1 %
PATERNITY
CURRENT ORDERS
CURRENT SUPPORT
ARREARS
2011
107.6 %
88.9 %
59.3%
63.6 %
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Counting What CountsGoal #1: 100%108.3% Goal #2: 85.3% Goal #3: 58.1% Goal #4: 63.1% Goal #5: $3.00 Goal #6: $27,049,471
Paternity Rank: 37 Orders Rank: 40 Current Support Arrears 24 Cost Effectiveness Collections Goal (100%)
# paternities established/acknowledged # orders established % of current paid Rank: 32 # cases newly paying Collections / ExpensesTarget Achieved State PEP % Target Achieved % per 1257 Target Achieved Target Achieved Target Achieved Target Achieved
Oct 0 23 n/a Oct 150 53 85.3% Oct 55.4% 56.5% Oct 2962 2959 32.8% Oct $3.00 $2.20 Oct $2,043,530 $2,100,535 102.8%Nov 255 226 60.3% Nov 150 101 85.8% Exceeds goal! Nov 55.8% 58.6% Exceeds goal! Nov 540 792 40.5% Nov 3.00 3.11 Exceeds goal! Nov $1,892,342 $2,194,479 116.0%Dec 255 308 91.9% Dec 150 76 85.9% Exceeds goal! Dec 56.2% 59.3% Exceeds goal! Dec 400 560 45.6% Dec 3.00 3.05 Exceeds goal! Dec $2,281,681 $2,154,924 94.4%Jan 255 170 85.4% Jan 150 90 86.0% Exceeds goal! Jan 56.6% 58.8% Exceeds goal! Jan 370 327 48.2% Jan 3.00 3.01 Exceeds goal! Jan $1,879,997 $2,131,548 113.4%Feb 255 160 83.9% Feb 150 106 86.2% Exceeds goal! Feb 57.0% 58.6% Exceeds goal! Feb 370 320 50.7% Feb 3.00 3.06 Exceeds goal! Feb $1,945,274 $2,208,758 113.5%Mar 255 295 76.1% Mar 150 145 86.4% Exceeds goal! Mar 57.2% 59.3% Exceeds goal! Mar 355 429 54.1% Mar 3.00 3.66 Exceeds goal! Mar $2,811,380 $2,684,926 95.5%Apr 255 228 94.9% Apr 150 97 86.7% Exceeds goal! Apr 57.9% 59.2% Exceeds goal! Apr 340 296 56.3% Apr 3.00 3.29 Exceeds goal! Apr $2,709,314 $2,320,645 85.7%
May 255 333 101.9% May 150 87 87.1% Exceeds goal! May 58.1% 59.6% Exceeds goal! May 340 317 58.5% May 3.00 2.33 May $2,248,392 $2,601,280 115.7%Jun 255 239 102.2% Jun 150 126 88.1% Exceeds goal! Jun 58.1% 60.2% Exceeds goal! Jun 340 238 60.0% Jun 3.00 2.75 Jun $2,589,412 $2,414,179 93.2%Jul 255 Jul 150 Jul 58.1% Jul 340 Jul 3.00 Jul $2,118,925
Aug 255 Aug 150 Aug 58.1% Aug 340 Aug 3.00 Aug $2,203,196Sept 255 Sept 150 Sept 58.1% Sept 340 Sept 3.00 Sept $2,326,027YTD 2040 1982 YTD 1350 881 88.1% YTD 59.6% YTD 6017 6238 Exceeds goal! YTD 3.00 2.88 YTD $20,401,322 $20,811,274 102.0%
EnfSB 62.8% EnfSB 62.9% Exceeds goal!
EnfSM1 60.8% EnfSM1 62.4% Rank determined annually onlyEnfSM2 61.2% EnfSM2 60.6%
UIFSA 52.3% UIFSA 59.1%
Achievements by Team Special 51.0% Special 42.7%PAT e
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Data Source --> Kryder report CMT CMT CSE UTL-202 DR / Kryder McLaughlin CMT CMT CMT CMT CMT CMT
"DAX 4636" from Top 5 LCSA Secure Website McLaughlin CMT IT database
Reporting Responsibility --> Topliffe Maiden Topliffe Alvarez / Reis
June Office Professionals 30
2011 Case Creation 2 17 20 5Establishment SB 16 42 13 27 26 52 56 -2,662Establishment SM 22 83 16 67 67 202 223 1 4,623Program & Perf. Management 27Supervisors/Srs/Mgrs 13,524Special Projects 11 1 23 16 15 155 166 45 $1,980 $3,531 50,122Enforcement SB 12 3 27 45 6 106 123 37 $22,047 $13,406 812,573Enforcement SM 1 20 19 70 7 93 69 24 696,761Enforcement SM 2 21 1 18 63 2 59 55 7 $6,552 $2,451 883,417UIFSA 13 15 1 46 31 4 129,646Accounting $25,134Attorneys 525IT team 121
31 -7 -109 1 13,275Total 160 130 52 87 303 0 0 31 730 743 123 $30,579 $19,388 $2,601,280 525 $25,134 121 Santa Barbara's
CA rankYTD Office Professionals 210 Average of Perf Measures #1 - #4
Case Creation 7 3 3 17 5 208 171 71Establishment SB 94 140 56 134 164 3 388 407 3 1,650 Oct 44Establishment SM 131 469 135 589 541 1155 1040 23 20,138 Nov 42Program & Perf. Management 156 183 Dec 40Supervisors/Srs/Mgrs 1 2 12 1 1 109,314 Jan 41Special Projects 77 4 76 104 32 79 1071 1117 236 $1,984 $3,531 1,047,949 Feb 41Enforcement SB 91 12 216 587 4 5 46 1190 1035 358 $39,368 $24,389 5,779,403 Mar 40Enforcement SM 1 133 11 240 540 41 40 1090 833 317 $243 4,892,285 Apr 41Enforcement SM 2 117 7 179 610 29 33 702 594 174 $9,894 $5,409 5,472,981 May 41UIFSA 19 7 71 113 4 5 343 228 52 $2 1,006,983 Jun 36Accounting $182,618 JulAttorneys 518 2602 AugIT team 1056 Sept
61 129 -864 118 18 -107 66,391Total 887 655 533 658 2789 113 23 619 6148 5609 1234 $51,491 $33,329 $18,397,095 2602 $182,618 1056
Office Professionals: Jeff Alvarado, Rachelle Baker, Leanne Baldwin, Karla Calderon, Lorena Diaz, Robin Hanshaw, Janice Hurdle, Sharon Lewis, Special Projects: Maria Anderson, Susi Brown, Ana Chavez, Diana Estrada, Mario Lopes, Monda Silva, Carmen Solis, Lisa Tanore
Aimee Lopez (CSO in training), Rosa Lopez, Roger Lulow, Laura Lyons, Irma Mera, Sierra Meza, Melissa Solorzano, Edit Soto Enforcement SB: Angela Bevilacqua, June Dupre, Berta Garfias, Jerry LaSuta, Sally Padilla, Emily Salgado, Susana Salgado
Case Creation: Lisa Acosta, Melissa Alvarez, Nadine De Anda, Maria Hernandez (CSO in training), Maria Hosch Enforcement SM 1: Rosie Castillo, Josie Felix, Amanda Gonzales, Blonde Jones, Carrie Lopes, Carlos Quezada
Establishment SB: Denise Bowles, Rocio Ramirez, Lucy Reyes Enforcement SM 2: Grace Aguilera, Jeanette Brown, Sarah Hilario, Sherri Marmolejo, Dolly Motley, Martin Nava, Lupe Patlan
Establishment SM: Larissa Burke, Cristy Costa, Ericka Galvan, Arlene Herrera, Jennifer Shaw, Yesenia Placencia UIFSA : Sharon Amott, Patsy Lopez
Program & Perf Mgmt: Tammy Centeno, Lupe Cuevas, Monica Gagliardini, Molly Gonzalez (CSO in training), Anne Ortiz, Hunter Quinn Accounting: Jamie Bojorquez, Arlene Chavez, Diamond Galarza, Chris Hackett, Mindy Lau, Cindy Pyle, Mari Rodriguez
Supervisors/Mgrs: Maria Aguila, Elaine Chatterley, Graciela Diaz, Martha De La Mora, Juanita Hernandez, Joni Maiden, Helen Martin, Attorneys: Kelly McLaughlin, Stacie Rappleye, Jane Wierda
Tony Mohammed, Shirley Moore, Carrie Topliffe, Mary Vidmar, Teresa Washington IT team: Iram Alvarez, Phil Kryder, Chris Reis
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FIDM/MSFIDM Strategy
Mary Ann Miller
Sending Levies in Initiating Cases
Manual Processing Results
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Sending Levies in Initiating Cases
Pros CA DCSS is the only agency with FIDM
information Many states do not diligently work
MSFIDM Cons
Responding states may react negatively
NCP’s account may be hit by two states
Test via manual processing
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Manual Process
1. Review OCSE quarterly file* containing participant, financial institution, account type and balance
2. Decide whether to send a levy and at what point the other state will be notified
3. Follow FIDM rules for sending OTW or EOTW
*1st Quarter 2012 OCSE file available February 2012
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San Diego
Levies issued
204 Payments received
42 Total collected
$30,358 Largest payment
$6,769
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Sierra Nevada
Levies issued
155 Payments received
20 Total collected
$17,394 Largest payment
$10,135
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Collection Strategies
LCSA Roundtable Discussion
Vickie Contreras
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Closing Comments
Kathleen Hrepich