SUCCESS WITH INTERSTATE

1. SUCCESS WITH INTERSTATE Speakers: Rob Velcoff, Angela Kasey, Christine Sorenson Moderator: Jennifer Woods ERICSA 50th Annual Training Conference & Exposition ▪ May 19 – 23 ▪ Hilton Orlando Lake Buena Vista, Florida ERICSA 50 CELEBRATES YEARS OF SERVING FAMILIES: THE MAGIC IS STILL ALIVE ERICSA ERICSA ERICSA ERICSA ERICSA

2. Rob VelcoffManager of Interstate OperationsNew York State Division of CSErob.velcoff@dfa.state.ny.us Christine SorensonState of Colorado Interstate Central Registry Leadchristine.sorenson@state.co.us Angela KaseyIntergovernmental Reference Guide (IRG) angela.h.kasey@lmco.com Angela.Kasey-Henry@acf.hhs.gov Jennifer Woods Associate Program Manager New Jersey Child Support Institute Rutgers University jwoods@ssw.rutgers.edu

3. WHAT TO DO FIRST

4. What to do First? Decide what needs to be done. If your course of action can be done via the One-State process, do it. There is no need to get a second state involved.

5. What to do First? If One-State is not appropriate, or if attempted and failed, go Two-State. Make sure you have all available information on hand before getting a second state involved.

6. What to do First? Know exactly what you are asking for. Make sure you are not asking for something that is illegal, or that the other state is not allowed to do.

7. What to do First? Don’t waste the other state’s time. Know which federal forms to send. Interstate Forms Matrix (available on www.ERICSA.org).

8. What to do First? Send originals (or certified copies). Fill out all documents as completely as possible. Verify address/employment info BEFORE sending the case.

9. What to do First? Know what the other state requires. If you don’t know this information, ask! … or check the Federal IRG.

10. What to do First? Send all new interstate cases to the Central Registry. The CSET #1 acknowledgment page gives you the correct contact information – record this! CSET #1

11. What to do First? Follow up with the appropriate local or regional office, not the Central Registry. Check the IRG for good contact information.

12. IRG

13. Why Use the IntergovernmentalReference Guide (IRG) ? The IRG is: • An information resource tool containing • Profiles of policies and statutory authorities • Location Codes and Addresses • An interactive website

14. What Do Profiles Contain? • State and tribal profiles contain the following Program Categories: • General state and tribe-at-a-glance • UIFSA • Reciprocity (states only) • Age of majority • Statutes of limitations • Support details • Income withholding • Paternity • Support order establishment • Support enforcement • Modification and review/adjustment • Lump sum payments • Insurance match (states only)

15. What Address Information Is Available? • Location codes and address sections contain • Names, addresses, telephone numbers, and when available, fax numbers, and e-mail addresses • Address types • State • State Region • County • Tribal • International • Central OCSE • Regional OCSE

16. Public Access • Download state and tribal profiles • Perform profile queries • Link to state websites • View the following state address types • Central registry • State disbursement unit • State Parent Locator Service • Domestic violence contact • View international addresses • Countries with which the U.S. has reciprocal agreements • Additional addresses are provided for the Canadian provinces • Enhancement is coming to allow two additional addresses for payment and correspondence for international addresses • View tribal addresses • View Central OCSE addresses • View Regional OCSE addresses

17. Public AccessSample - Central Registry Address .

18. View AccessState and Tribal Caseworkers • Download state and tribal profiles • Perform profile queries • Link to state websites • View the following address types • State (39 address types) • State Region (30 address types) • County (47 address types) • Tribal ( 2 address types) • International (same as public) • OCSE Central contacts (same as public) • OCSE Regional contacts (same as public)

19. View AccessSample - Central Registry .

20. Edit Access State and Tribal Administrators • Edit all IRG data • Certify all IRG data • Disseminate the View-level user name and password to all caseworkers (password provided by OCSE) • Attend OCSE IRG conference calls • Act as point of contact for their state’s or tribe’s IRG data

21. Edit Access State and Tribal Administrators .

22. Enhancements • May 2013 • Add additional payment address for international countries and provinces • Future • Add three sub-jurisdictions for the United Kingdom • England/Wales • Scotland • Northern Ireland

23. CENTRAL REGISTRY

24. Every State Has One……… Central Registries are responsible for: • Receiving incoming intergovernmental cases • Responding to inquiries

25. Are They All The Same? All follow same federal regulations. Internal processes may differ. Number of staff often differs.

26. Differing State Policies • Caretaker Cases • Foster Care • Enforcing Arrears Only • Emancipation • Interest • Establishment • Debt • Retro

27. Central Registry Timeframes Within 10 working days of receipt of intergovernmental case: • Ensure documentation is complete • Forward the case for necessary action • Locate • To the appropriate agency for processing • Acknowledge receipt • Request any missing documentation • Inform initiating agency where case sent

28. Incomplete Documentation? • Request from initiating agency • Forward for action that can be taken • Pending necessary action by initiating agency BE A TEAM PLAYER!

29. Common Problems Central Registry Sees With Incoming Responding Cases • Locate not recently verified • Missing documents • Documents missing • Signatures • Notarization • Certification • Other information incomplete or inaccurate

30. Other Barriers Central Registry Sees With Incoming Responding Cases • Family Violence • Action requested inaccurate • ALL orders not included

31. Tips for Completing Documents Reconcile arrears on all documents Pay close attention to case type (i.e. TANF, Med Only) Provide a recently verified address for the obligor Request correct action (i.e. Collection of Arrears Only) Provide direct caseworker contact information Provide email address

32. Status Requests to Central Registry Types of communication: • Email • Phone • Fax • Transmittal #2 • CSENet Must respond to initiating agencies within 5 working days of request.

33. Working With Central Registries;Your Own and Those of Other States…….. • Use the IRG for contact information. • Be sure the case is sent to the correct address. • If you call for info and get voicemail, leave a detailed message. • Once a case has been forwarded to a local CSE office for processing, update the address in your case.

34. TEAMWORK…….. Collaboration Cooperation Consideration Coordination

35. CUSTOMER SERVICE

36. Customer Service On initial referrals, contact the Central Registry within 30 days. On follow-up status requests, contact the local county/regional office directly.

37. For Outgoing Cases Where such contact has failed, contact the Central Registry. The RJ should send all outgoing correspondence through the IJ IV-D agency.

38. For Outgoing Cases The party in your state should contact the appropriate office in your state directly. The party in the other state should contact their local/regional IV-D Agency, not your office.

39. For Outgoing Cases Obligor/obligee from another state should NOT contact your state directly, and vice versa.

40. GOOD IDEAS

41. Good Ideas Paternity if CP is not the mother. Voluntary Acknowledgment vs. Birth Certificate. Change of Payee vs Change of Beneficiary.

42. Good Ideas Redirection of Payments vs Redirection of Payments. Enforcement: what states do and don’t do. Certified copies of orders.

43. Good Ideas Arrears calculations/affidavits. IV-D vs Non-IV-D. Telephonic Testimony. Quick Locates: SSN and/or DOB.

44. Good Ideas Follow-up complaints – follow the hierarchy. Ways to communicate. Call centers vs direct contact.

45. Good Ideas State directories. Federal OCSE Intergovernmental Reference Guide. Don’t get discouraged!