Probation Operations

1. Department of Corrections Probation Operations Georgia Department of Corrections Probation Reporting Contact Center (PRCC) Presented to: Council of State Governments Southern Legislative Conference July 31, 2012 GEORGIA GEORGIA GEORGIA GEORGIA GEORGIA

2. PEW Center on the States According to the PEW Report (March, 2009), nationally, 1 in 31 was under some form of correctional supervision. Georgia with 1 in 15 under community supervision was #1 IN THE NATION.

3. Mission Statement “The Department of Corrections creates a safer Georgia by effectively managing offenders and providing opportunities for positive change.”

4. Probation Operations Public Safety Is Our Mission!

5. Felony Supervision in Georgia by the Numbers Georgia Department of Corrections Facilities (State Prisons) Incarcerated – 60,000 Felony Probation Un-Incarcerated/Post-Incarcerated Community Supervision – 105,000+ Unsupervised/Administrative – 60,000+ Georgia Board of Pardons and Parole Post-Incarcerated Community Supervision – 22,000

6. 10-year Growth (2002-2012) 29%! Georgia’s probated sentences are twice the national average! The longer sentences have contributed to the continued growth of caseloads. 6

7. Supervision Levels and Statuses Levels are assigned by completion of an automated risk assessment Active Supervision Levels 105,366 offenders Status 60,000+

8. Focus Prior to 2009 309 Officers 531 Officers

9. Response to 1 in 15 • PEW Putting Public Safety First • Recommended 13 Supervision Strategies • 10 Step Framework • Research driven • Process Action Teams (PAT) • New Vision/Direction • Focus on highest risk cases to meet mission • Don’t over supervise lower risk cases • Ensure ALL offenders are held accountable • No additional resources/staff

10. Probation Reporting Contact Center System must have: Accountability Judicial Buy-In & Support Gained Efficiencies

11. Concept • Utilize technology to assist in monitoring the offender population • Blend call center technology with case management strategies • Augment technology with trained support staff • Ensure automated reporting becomes an active supervision element • Supervise low risk (standard level), compliant, non-violent offenders Goal = 50%/40K of std cases • Reallocate probation officer resources to supervise higher risk offenders

12. Features • Toll Free (800) Number: (877-333-2390) • Caller ID Enhanced • Offender accessed via GDC ID# & PIN • Staffed by 11 trained Call Handlers • Portable technology/Work Away • Reports post automatically to GDC data base • GDC owns system and data • Business records accepted in Court • Attractive alternative for compliant offenders • Enables efficient case management at all levels

13. PRCC Flow - Eventful Report • Probationer Calls PRCC • Enters GDC ID # • PIN Eventful Response Call branches off to Call Handler PRCC Interactive Voice Response (IVR) Call Transferred to PO to address non standard responses Call Successful REPORT COMPLETE Call Successfully Completed by Call Handler REPORT COMPLETE

14. Call Totals Calls Completed by Call Handlers Since February 2010: 118,934

15. PRCC Flow - Uneventful Report • Probationer Calls PRCC • Enters GDC ID # • PIN PRCC Software – Interactive Voice Response (IVR) • Non-Eventful Responses • Call Successful • REPORT COMPLETE

16. Call Totals Calls Completed Since February 2011 by IVR Automation: 302,698

17. Total Calls Total Calls Since February 2010: 421,632

18. Outcomes • Increased Public Safety • Improved Supervision Quality • Incentivized Compliance • Reporting • Financial Obligation • Community Service • Office/Officer Safety • Return on investment/cost benefit

19. Cost/Benefit Analysis • Pre-PRCC • 40,000 cases managed by 170 Officers • 235 offenders per officer: average caseload size • $1.68 - Cost per day per supervised offender • PRCC Goal Achievement • 40,000 cases managed by 80 Officers • 450-500 offenders per officer: average caseload size • Present cost per day - $.46 • Cost per day at optimum capacity - $.29 • 90 officers ($4 million value) will be redirected to: • Higher risk probationers, • Higher priority public safety functions

20. Focus Prior to 2009 309 Officers 531 Officers

21. Resource Focus with PRCC 441 Officers 399 Officers

22. Conclusion • Impact • Enhanced Public Safety • Redirect resources • Lower cost per case • Efficiencies gained • 2010 Governor’s Customer Service Award “ Most Outstanding Process Improvement” • Replicable/adaptable by other States