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Communication between the States:

This presentation discusses the tools states can utilize for effective communication, including current technology, state websites, email, call centers, and developing partnerships with border states. It also presents OCSE tools such as the Intergovernmental Reference Guide, Child Support Enforcement Network, Query Interstate Cases for Kids, Interstate Case Reconciliation Project, and Electronic Document Exchange.

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Communication between the States:

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  1. Communication between the States: Hello. Can You Hear Me Now?

  2. Presenting • Moderator: Lisa Bender • Speaker: Jay Butler • Speaker: Kesha Rodriguez • Speaker: David M. Broselli

  3. AGENDA • Describe the tools all states can utilize for effective communication. • Current Technology • States’ Websites • Email • Call Centers • Discuss developing partnerships with Border States

  4. Presenting

  5. OCSE Tools • Intergovernmental Reference Guide (IRG) • Child Support Enforcement Network (CSENet) • Query Interstate Cases for Kids (QUICK) • Interstate Case Reconciliation (ICR) Project • Electronic Document Exchange (EDE)

  6. Intergovernmental Reference Guide (IRG) • State and Tribal Profiles • General/State/Tribe-at-a-Glance • Reciprocity • 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

  7. Intergovernmental Reference Guide (IRG) • Location and Addresses • State contact data • Regional • County • Tribal contact data • Names, addresses, telephone numbers • Fax numbers and email addresses • Tribal Address Types: Tribal Office 1 • Central and regional OCSE office contact data • International contact data

  8. Child Support Enforcement Network (CSENet) • Child Support Enforcement Network (CSENet) • A batch interstate communication tool that sends information through the use of standardized transactions. • Levels of automation vary by state • Automated case narrative entries • Automated updates to some fields • All states use CSENet to some extent

  9. CSENet Benefits • Requests for • Two-state case actions • Assistance with one-state case actions • Locate requests • Provision of • Case status • Unsolicited case action updates • Free-form text information

  10. Query Interstate Cases for Kids (QUICK) • Real-time access to other states’ data • Single case • Other state’s case ID required • View • Participants • Financial data • Case activities • Worker contact information • Use of standard data elements

  11. QUICK Benefits • Provides a snapshot of information • Without contacting the other state’s worker • Allows more expeditious case processing • Data used in court appearances • Interstate case reconciliation • FCR Query function • Who has a case with a shared participant? • Can I access their case through QUICK?

  12. Interstate Case Reconciliation (ICR) • Provides user with: • Case ID for other state • Verified SSNs • Other state’s case status • Contact information • Case synchronization can lead to: • Better service to families • Increased performance measures • Increased communication via QUICK and CSENet • Case closure

  13. Case Discrepancies Identified by the ICR • Incorrect case ID’s for other state • Open interstate case matches to a closed case in the other state • Verify SSN • No SSN for the case participant when other states is verified • SSN does not match SSN of the other state • Case cannot be found in other state’s ICR extract file

  14. Electronic Document Exchange (EDE) • A secure document exchange • Standard documents and forms • Child support documents • Uniform Interstate Family Support Act (UIFSA) forms electronically • -current standard of 22 imaged documents • -forms can be exchanged

  15. Electronic Document Exchange (EDE) • Provides for • Requests of specific documents from other states • Forwarding of unsolicited documents such as UIFSA transmittals • Imaging systems can be state or county based • Multiple image file formats are available

  16. Intergovernmental Resources • CSENet Interface Guidance Document Version 8.0 • http://www.acf.hhs.gov/programs/css/resource/csenet-interface-guidance-document • QUICK User's Guide Version 8.0 • http://www.acf.hhs.gov/programs/css/resource/quick-users-guide • Intergovernmental Reference Guide • http://www.acf.hhs.gov/programs/css/irg-state-map • Interstate Case Reconciliation User Guide Version 13.1 • http://www.acf.hhs.gov/programs/css/resource/interstate-case-reconciliation-user-guide • EDE Help Desk: • Email: ocse.gr-portal@lmco.com • 800.258.2736

  17. Reminder • OCSE- IRG • Provides phone number and email addresses • Direct contacts or Call Center information • Links to state webpages • Some state webpages have links to the Paternity Opportunity Program

  18. Questions • Does your state have any limitations utilizing this technology? • Are your staff trained to use all the tools discussed?

  19. Contact Information: Jay Butler State Technical Support Liaison OCSE Federal Parent Locator Service Tel: 615-892-0554 E-mail: jay.butler@ngc.com

  20. Presenting

  21. Communication is the key to • Improving staff performance • Improving customer service • Establishing creative partnerships • Updating staff on changes to Federal/State intergovernmental policies • Providing technical assistance to improve overall State performance and meet Regional goals

  22. A Border County Meeting • Is a condensed version of the former Bi-Regional Interstate Meetings • Developed regionally to address states specific needs

  23. Meeting Benefits • Networking for interstate case workers • Update on Federal policy and/or program changes • Open discussion • address case specific issues • concerns between the two jurisdictions

  24. Meeting Outcomes • Improved communication with state counterparts • Increased willingness to collaborate. • Improved collections and performance • Direct networking exchange

  25. Recommendation Become a meeting host • Contact state officials • Contact regional officials

  26. National Child Support Communication Forum • Originally a Wisconsin, Illinois and Indiana Border Project • Electronic sharing of information • List of contacts only available to members • Contract requires availability to other members

  27. Who to Call • Call Center for case based issues • Be detailed • Have case number and questions ready • Create your message trail • Central Registry - If attempts to contact other state fail

  28. Contact Information: Kesha Rodriguez, Program Specialist USDHHS/OCSE - New York Region Tel: 212-264-2890 ext. 135 E-mail: kesha.rodriguez@acf.hhs.gov David M. Broselli, Assistant Chief NJ Judiciary - Family Practice Division Tel: 609-292-6619 E-mail: david.broselli@judiciary.state.nj.us

  29. Questions • Does your state have any projects similar to a Border Project? • Who has opportunities in your agency to develop professionally?

  30. REVIEW • Current Technology • OCSE Website • IRG • States Homepages • State Services Portal • QUICK • EDE • CSENeT • Call Centers • Creative Partnerships • Border Projects • National Child Support Communication Forum • Networking • Conferences

  31. Thank You Please remember to complete the session evaluation

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