Georgia Department of Human Services

1. Division of Child Support Services Non IV-D RPI Event Leadership Report OutMoving From Projects to Process Georgia Department of Human Services

2. NON IV-D RPI TEAM MEMBERS

3. Thank You!!! • Renorta Heard • Tanguler Gray-Johnson • DCSS Leadership Team • Training and Staff Development • Non IV-D Phone Resource Team • BRT • Macon Training Center • Stephen Harris • Performance Management Section

4. RPI Methodology • Collect Data and Analyze Results • Brainstorm • Prioritize Solutions • Implement Solutions • Train Staff on NewProcess

5. Goal • Currently, there is not a definitive, widely communicated process or procedure that establishes directions on the responsibilities of a DCSS employee in relation to Non IV-D cases. • To develop a standard operating procedure for Non IV-D cases in alignment with the DCSS strategic goals.

8. Observations • Data Analysis • Reports • Email Communications • Administrative Office of the Courts Feedback • Staff Interviews • Customer Contact

9. Non IV-D. . . Did You Know • Currently Active – 14,519 Cases • Cases Receiving payments (last 60 days) – 5,025 • Paying - 35% • Cases with no payment in over a year – 6,026 • Paying after clean up – 82%

10. Non IV-D. . . Did You Know (cont.) • Unworked Prompts – 13,720 • Unworked Escalations - 140 • Past Due Emancipation Report – 6,025 cases, $410,919 SOA • Emancipation Error Report – 99 cases, $49,600 SOA • Current month Emancipation Report – 89 children • NA/FR or NA/MI in 230 – 21 • Escrow Office 230 - $135,503, Receipts - 705 • 125 cases waiting for registration • AOC - researched 152 cases in 6 months

11. Ages of Children on Current Non IVD Cases

12. Critical Issues Leading to RPI Event • Delay in Non IVD Registration • Cases with Children over 18 • Customer Service Complaints

13. NonIVD Registration This is an example of how many staff are involved in registration using our current registration process. • CP calls AOC office because her private order was entered and 2 payments have been sent to FSR by NCP employer but CP has not received. • AOC contacts FSR for payment research. • FSRresearches and finds that money posted to the existing closed STARS case. • TOU researches receipt and finds $ in unidentified. • AOC notifies agent to search for registration form and reopen case. • Agent reopens case and updates information and emails TOU to advise accounts are open. • TOU applies funds to case and emails AOC that issue has been resolved. • AOC returns call or email to CP. IRATE CP ELAINE KIM RENA MELISSA

14. Cases with Children over 18 Here are a few examples: • NCP paying $387 a week through IDO. Children are ages 26, 24, 22, 20. NCP called July 14, 2010, asked how to stop his current support payments. • NCP paying $775 per month through IDO. Case is future paid. 4 children, youngest is already 18. • NCP paying $37 per week through FIW. $51,425 arrears on system. CP called November 16, 2012, wants to know when will payments stop. Advised she or ncp will have to contact attorney to stop the IDO. Underlying order is a DCSS Order. • NCP SOA is $1062 per month and NCP is still paying and current support is still charging. CHILD is 29!

15. Customer Service Complaints The following occurred on one case: • Expiration date on the XC account was the child’s 18th birthday. • 3 payments were received after the child’s 18th birthday that were refunded to the NCP because of the expired account. • CP called because her payments stopped and advised us child still in high school. Changed expiration to graduation date and payments have resumed. • CP is complaining because she is now missing 3 payments that we refunded in error.

16. Recommendations • Bypass FSR in the Non IV-D Registration process • Utilize DCSS Portal for NonIV-D Registration process • Require Copy of private CS order for registration • Consolidation Project – Dedicated Resources • Website Link to AOC Site • Educational scripts for customers and staff • Auto Case Closure (1 year inactivity) • Non IV-D Annual Maintenance Fee • Collect outstanding fees

17. BRT/System Needs • Add Non IV-D cases to auto case closure process when no payments are received in 12 months. We want to use the current auto case closure letter, but if it does not apply to non iv-d cases, can it automatically generate one that we create? • Create new DocGen Forms NCL Non IV-D Courtesy Letter and NFC Non IV-D Final Closure Letter • New email ID in Groupwise: NONIVD@DHR.STATE.GA.US • Route Non IV-D calls to the Contact Center through the outreach team. • Insert Educational Information regarding Non IV-D Cases and at the bottom, Link from DCSS Website to AOC Website • Capability of outside parties to compete the Non IV-D Case Registration form via the DCSS Portal and upload the IDO and Private Child Support Order using the Oracle document imaging software • Blank out the Arrears Balance field on the DCSS portal on all Non IV-D cases • Change the name of office 230 from Financial Customer Service Unit to Non IV-D in $TARS • Request to place all Non IV-D cases in the “F” function upon registration

18. Non IV-D BPM Recommendations • Based on the Non IV-D RPI Event recommendations , a decision will be made on the necessity of continuing the BPM Workgroup

19. Statewide Impact • Process establishment • Increase productivity • Maximize employee resources • Cost effectiveness • Improved Customer Service • Decreased Financial Issues

20. Statewide Training Recommendation • Include a section on Non IV-D in the workshops by function classes at the upcoming Agent’s conference • Face to face In depth training for Non IV-D unit once established • Overview training for entire Contact Center via WebEx and In depth training for outreach team • Make up course on LMS for all staff

21. Question and Answer