Office of Child Support Services

1. Office of Child Support Services Review and Modification Rapid Process Improvement July 13th-17th, 2009

2. Review and Modification RPI Team Nakia Brezail, Jennie Kelly, Delmas Browining, Opal Lowe, Sheila Mitchell, Sherita Peeler, Maurice Ingram, Stacey Hubbard, Angelia Boaright and Tanguler Gray-Washington

3. Thank You!!! • Keith Horton • Renorta Heard • Elaine Beeks and BRT • Review and Modification RPI Team • Swainsboro Office • Sue Henderson • Training and Staff Development Program • Erica Thornton and PDU • Jeff Morrow and Brian Skala, Albany Attorneys

4. RPI Methodology • Collect Data and Analyze Results • Brainstorm ideas • Prioritize Solutions • Implement Solutions • Train Staff on New Process Have Fun!!!

5. “76 Days Required by Law” I completed all of this work and now I must terminate the RevMod because the customer did not pay the fee. @#$%%^^&**

6. Field Office Reporting Region 1 - 208 Region 3 - 370 Region 4 - 443 Region 5 - 216 Region 7 - 274 Region 8 - 610 Region 9 - 420 Region 10 - 246 Region CA -452 SFY08 Total 3239 Field Office Reporting Region 1 - 428 Region 3 - 445 Region 4 - 518 Region 5 - 271 Region 7 - 268 Region 8 - 918 Region 9 - 425 Region 10 - 251 Region CA - 530 SFY09 Total 4054 6% increase statewide StatewideRev/Mod Statistics

7. Major Constraints • Waste of Time and Resources • (approximately 45k and & 4,000 man hours) • Legal and federal requirements (180 day timeframe) • 76 days are required by law (leaving 104 days for RPI) • Current State of Operations (Value Stream Map) • Worksheet and Agency Recommendation completed prior to fee request • 31 day notification required before commencement of review • 30 day law requirement to perfect service & file an objection • 15 additional days before obtaining a default order • Transfer of case prior to collection of fee • Future State of Operations (Future Stream Map)

8. GOAL • Develop a Review and Modification SOP using existing ERG procedures • Research federal guidelines for clarity • Eliminate rework, reduce waste and streamline existing timeframe • Standardize process statewide • Revisit the transfer policy regarding RevMod requests • Collect fee from requesting party when “work completed”

9. Rev/Mod Flow Chart

10. Actions Completed • Updates to Rev/Mod Forms • FormLEV (additional specifics requested) • FormRRR (eliminated) • FormRCL (combined as multi purpose) • Eligibility • Fee requirement • Termination • Other • FormLPO (use only for out of our jurisdictions) • FormRJA (deviation supporting info requested) • Statement of rights (detailed language) • FormRAF (limited use for CCC and local office staff) • Other forms pending further review

11. Current VSM 180 days federal timeframe 15 screening days 80 days to legal Recommendation prior to fee collected Fee collected after transfer of case Excessive RevMod forms Limited knowledge of RevMod process Future VSM 150 days (exceeding) 5 screening days 50 days to legal Recommendation after fee collected Fee collected before transfer of case Streamline rev/mod forms More education and future RevMod training for all staff Statewide Impact

12. Statewide Report Recommended • Review and Modification Tracking Report (RMTR) • $TARS Updates • RevMod Request Date would be added to the Case Management Case Summary Screen • The date would be updated with the date the written request was received by the local office. • RevMod Indictor • This would be checked when the FormRJA is generated to the parties and automatically document CAL with “RevMod Initiated”. • This indicator would be removed when the review is terminated/completed and automatically document CAL with “RevMod Term/Cancelled” • Agent Indicator • A box would be created to capture the reviewing agent’s user id. • Legal Indictor • With the RevMod process the legal indicator would be checked once the Petition to Adopt and Agency Recommendation has been forwarded to the Courthouse for filing. This would automatically trigger a tracking date on $TARS. • What would this report tell us? • Number of review and modification requests received. • Number of reviews completed • Number of reviews pending • Number of reviews pending in legal • $TARS No NCP Name Agent Date of Request Date of Completion Days Pending

13. Business Resolution Team System Needs • Correct Notice of Opportunity for Review notices • $tars must read the following data elements • Date of order on support order screen • If child is coded “E” (child emancipated) and • If child is coded as “N” for non participating • Corrections needed to the TANF RevMod Report • List TANF cases only • Active cases • Date of order • Child participating • Cases with current support ordered amounts • Clarification on existing SIDQC70R Rev/Mod Report

14. “Customer Service” I understand that you lost your job yesterday and want a review and modification, but NO! SO SORRY!

15. Additional Rev/Mod Concerns • Military deployment • stateside –vs.- overseas • If stateside (contact SJA) • Incarceration • Same level of service to be provided • Unemployment • voluntary –vs.- involuntary • Orders < or > 36 months old • RSDI/SSI cases consult with your attorney • See ERG Procedure #275 • Medical only orders • See ERG Procedure #342 • Rev/Mod and contempt actions taken simultaneously • Take administrative actions only during RevMod process • Rev/mod orders do not include contempt and/or purge language (exception FormCEN)

16. Executive Leadership Team Feedback • New definition for “work completed” • Change to fee collection process • LPO for out of jurisdictions only • Streamline RevMod DocGen forms • Additional RevMod training by TSDP • Non Custodial Parents in the Military • Incarceration cases • RSDI/SSI Cases • Use OSCAR –vs.- current RevMod screens • Revisions to existing RevMod Report

17. Questions and Answers