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Performance measurement and management

Performance measurement and management . In child support. Child support case management process. There are four divisions in child support:. CSS: Performance funded & federally reimbursed. What to measure? What to manage?

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Performance measurement and management

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  1. Performance measurement and management In child support

  2. Child support case management process

  3. There are four divisions in child support:

  4. CSS: Performance funded & federally reimbursed • What to measure? • What to manage? • CSS enjoys a 2-to-1 federal match of state and county funding, and is funded, as are agencies across the country, based on its performance in the areas of: • Paternity establishment. • Order establishment. • Collections of current support. • Collections on arrears.

  5. PERFORMANCE FUNDED & FEDERALLY REIMBURSED

  6. Child Support Performance Goals for 2014 ** Measures the percent of cases where child support has been ordered by the Courts. Order establishment is the process of obtaining an order for child support and medical support from a parent who is not living with and not directly supporting his/her child.

  7. How do we intend to reach our goals?

  8. funding more positions… • Child Support funded more positions in the 2014 budget. These positions are: • 2 - Child Support Assistants • 1- Child Support Specialist • 1- Clerical Assistant 1 • 1- Fiscal Assistant 1 • 1- Fiscal Assistant 2 • 3 – Office Support Assistant 2s • Reducing caseload/FTE and increasing service.

  9. …And creating new positions • Two District Attorney Investigator positions, including staff costs, equipment, and training, have been funded by our Department with a 66% Federal reimbursement. This partnership between the DA’s office and CSS will increase the Department’s enforcement presence outside the Courthouse. This allows focus on the most egregious non-payers with available assets.

  10. Performance management by division

  11. Financial Division • Incorporate goals and measurement into individual reports and productivity measurement. • Managers review worklists and productivity in real time. • Fiscal and Budget Manager has monthly One on One meeting with Director to discuss performance. • Small group team training allows review of goals and a focus on basics.

  12. Case management division • Post performance numbers in designated areas within work groups. • Small group training and goals discussion. • Email within work groups RE: Schedules, new procedures, expectations, and congratulations on jobs well done. • Call Center performance reports and minimum call numbers. • Program and Grants Coordinator has monthly One on One meeting with Director to discuss performance. • Program and Grants Coordinator then has One on One meeting with supervisors within Case Management Division.

  13. Legal Counsel division • Cover all assigned court calendars. • Required to provide monthly reports of activities that tie specifically into departmental performance. • Random court calendars pulled weekly to assess individual attorney’s performance. Guidance is provided as to how specific issues can best be handled to maximize performance. • Legal Counsel Administrator has monthly One on One meeting with Director to discuss performance. • Hold meetings to discuss issues within the division, expectations, and performance. • Pair new staff with experienced staff to teach by example.

  14. Operations division • Daily book keeping and monitoring help get money to the TRUST Fund and in turn to custodial parents. • Assist in ensuring payments are posted to correct cases. • Keep track of process service and pay for services. • Operations Manager and Fiscal Coordinator meet to discuss issues, new procedures, and performance.

  15. Director • Bi-Weekly Administrative Team meeting to discuss performance status and implementation of new procedures. • Department wide emails to staff focusing on performance stats, divisions, areas of strength, and areas that need improvement. • Bi-Annual Town Hall meeting for entire Department to discuss performance, goals, and direction of Child Support. • Communicating success and importance of performance-funding-jobs connection by rewarding the staff with recognition, certificates for outstanding performance, and certificates for years of service.

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