G2 Meeting

1. G2 Meeting March 6, 2014

2. Agenda • Division of Child Support Services - Director Tanguler Johnson • Statewide Services – Mable and Rachel • Dashboard Development Update – Jim and Wendy • Stock and Flow – Jim • County Updates – Visitation, 8 in 8 & OM30 • Wrap Up – Commissioner Horton and Director Hill

3. Division of Child Support Services A Helping Hand to Self-Sufficiency Collections, Outreach, and Beyond Presenter: Tanguler Gray-Johnson, DCSS Director Presentation to: G2 Date: March 6, 2014 January Georgia Department of Human Services

4. Vision, Mission and Core Values Vision Stronger Families for a Stronger Georgia. Mission Strengthen Georgia by providing Individuals and Families access to services that promote self-sufficiency, independence, and protect Georgia's vulnerable children and adults. Core Values • Provide access to resources that offer support and empower Georgians and their families. • Deliver services professionally and treat all clients with dignity and respect. Manage business operations effectively and efficiently by aligning resources across the agency. • Promote accountability, transparency and quality in all services we deliver and programs we administer. • Develop our employees at all levels of the agency. 2

5. Division of Child Support Services • Milestones for DCSS 3

6. Milestones for DCSS Division of Child Support Services 4

7. Division of Child Support ServicesCurrent Initiatives • Amended Value Statement • “Put Children First” • “Children Need Both Parents” • “Government should be a resource to families, not a substitute” • Parent Accountability • Investment in our citizens and the community • Self-sufficiency • Outreach Programs: New & Enhanced • Governor’s Initiative: Alternative to Incarceration 5

8. Revised 9.16.13 6

9. AFY 13 & FY 14 Appropriated Funding Division of Child Support ServicesA Worthy Investment 7 • Child Support can mean the difference between a family’s dependence on or independence from public assistance • 6% of families receive TANF • 45% of families formerly received TANF • 49% of families have never received TANF • National Statistics • Child Support represents 45% of the total family income for poor families • Child Support represents 16%of the total family income for the average family • Cost Effectiveness – For every $1 spent, DCSS collected $7.02 in FFY2012 • DCSS is a cost recovery agency • An average of $9M is collected annually as reimbursement to the State Treasury for public assistance • In comparison, $9M represents 38% of the State appropriated budget for DCSS • Parent Accountability for the well-being of Georgia’s children and the self-sufficiency of families. Stronger Families for a Stronger Georgia!

10. Region 1 Region 2 Region 3 Region 4 Region 5 Region 6 Region 7 Region 8 Region 9 Program Structure Region 5 Dublin Hub Albany Hub FOO State Ops R 7 Region 2 R 8 R 3 • Statewide Data • 58 Local Child Support Offices • 49 State staffed Offices • 9 Contract Offices (DA’s) • 1 Central Registry • 1334 Employees • 1170 state staff members • 164 DA staff members • FY13 Statistics • 388,649 Cases • 521,367 Children • $695 Million- Collections R 3 R 3 Region 7 FOO Region 8 Region 6 Region 9 8

11. Division of Child Support ServicesWorkflow Intake Applications Walk-ins Mail CSP/On-line IV-A Referrals Foster Care Referrals Locate Automated Interfaces and Manual Searches are performed to locate Non-Custodial Parents Paternity Establishment DNA Paternity Test Court Order Establishment Financial Support Medical Support * Process service (Sherriff or private process server) Financial Centralized Payment Processing by the Family Support Registry (FSR) Enforcement Administrative and Judicial Actions are taken to collect delinquent payments (drivers license suspension, passport denial, tax intercept, lottery winning intercept, tag lien, etc.) Review & Modification Administrative and/or Judicial Review of court orders that are 36 months old or older for possible modification of support amount. 9

12. Statewide Locate Quick Locate In Depth Locate • Phone contact with CP and/or NCP • $TARS; Locate Management Screen, DL, DOC Prison screen • SUCCESS • CRS • ACCURINT • GRATIS • PATERNITY ACKNOWLEDGEMENT • DOL (Unemployment purposes) • EWOO • Vital Records • Actions automatically performed by $TARS when the case is in the Locate “L” function • Locate attempts made by Locate Agents through additional web searches i.e. utilities, etc. • The local office performs Quick Locate services and identifies the need for additional efforts • The Locate HUB performs In Depth Locate services and maintains the case until the NCP is located • Action is taken at 6 months, 1 Year, 2 Years, and 3 Years per Federal Guidelines

13. Financial Support Team • Undistributed Funds • Debt Offset Programs • State and Federal Tax Offsets • DOL Unemployment Benefits • Lottery • Passport/ DNR License Suspensions 10

14. Policy & Paternity Unit • Monitor State Plan Compliance • Research and interpret Federal and State laws • Legislative Tracking and Implementation • Monitor Vital Records Paternity Establishment Percentage Reporting and the Paternity Acknowledgement program. • Liaison to the Federal Office of Child Support Enforcement • Liaison to the Administrative Office of Courts 11

15. Fatherhood Program • Re-entry Services • Prison Paternity Testing • Homeless Veterans Initiative Division of Child Support ServicesOutreach Key Initiatives • DCSS Communication Center • Manages the DCSS Communication Center and IVR • Handles 1.5M calls per year • Reduce escalations and walk-in rates • Assist with outreach calls • Director’s Communication Group • Respond to DCSS customer complaints for DHS Commissioner • Responds to inquiries from the • Governor’s Office of Customer Service • DHS Constituent Services • Legislators 12

16. Division of Child Support ServicesOutreach Key Initiatives • Problem Solving Court • Child support alternative to incarceration • Utilize free community resources • Referrals for initial assessment through local CSBs • ~Substance abuse • ~Literacy • ~Mental health 13

17. Program Continuous Improvement • Rapid Process Improvement • Lean Management Methodology • Standard Operating Procedures • ERG Reviews • RPI Events and Revisits • VSM/RPI Implementation Team • 41 Team members • Strategic Planning (DCSS Strategic Plan) • Governor’s, DHS, DCSS goals • 7 Strategies • Measurement Activities and Measurement Tools • Operational Plan 14

18. Goals 15

19. Division of Child Support ServicesStrategic Plan 16

20. Question and Answer 17

21. Statewide Services Mable and Rachel

22. Developing a Kenny A Dashboard: An exit strategy March 6, 2014 Georgia Department of Human Services

23. Vision, Mission and Core Values Vision Stronger Families for a Stronger Georgia. Mission Strengthen Georgia by providing Individuals and Families access to services that promote self-sufficiency, independence, and protect Georgia's vulnerable children and adults. Core Values • Provide access to resources that offer support and empower Georgians and their families. • Deliver services professionally and treat all clients with dignity and respect. Manage business operations effectively and efficiently by aligning resources across the agency. • Promote accountability, transparency and quality in all services we deliver and programs we administer. • Develop our employees at all levels of the agency.

24. AGENDA • What’s a dashboard? • Key elements of a dashboard • Dashboards gone crazy! • What we have today • What works for Fulton, Dekalb…the state?

25. WHAT’S A DASHBAORD? •  Visual display of the most important information needed to achieve one or more objectives •  Consolidated and arranged on a single screen so the information can be monitored •  At-a-glance view of key performance indicators relevant to a particular objective or business process •  Presentation of data that can be understood •  Helps to see the big picture Ref: Dashboard Confusion; Excel Dashboards and Reports

26. WHAT’S A DASHBAORD? It’s not a scorecard!

27. DASHBAORD vs. SCORECARD SCORECARD Report that displays a collection of key performance indicators (KPI) together with performance targets for each KPI. DASHBOARD A container for a related group of scorecard and report views that are organized together and can be filtered. vs

28. KEY ELEMENTS OF A DASHBOARD • Simple, communicates easily • Minimum distractions • Supports business with meaningful and useful data • Visually appealing • Saves time • Easily understood Ref: Dashboard Demystified: What is a dashboard?

29. DASHBOARDS GONE CRAZY! Confusing. Irrelevant. Incorrect. Doesn’t help the user understand the data! Ref: www.dataenthusiast.com

30. A GOOD DASHBOARD • TWO pieces coming together: information and design • Information: • The most important information needed to achieve one or more objectives • Design: • Visually displayed on a single screen so the information can be monitored at a glance Ref: www.dataenthusiast.com

31. WHAT WORKS FOR DFCS…GEORGIA? Discussion about the information needed to meet priority objectives

32. Permanency Benchmarks Stock & Flow Jim

33. What is “Stock and Flow?"

34. What is “Stock and Flow?" 6-12 month “Tub” 13+ month “Faucet Kids” 13+ month “Tub” Exits from Care Exits from Care

35. Win Fabulous Prizes!!!

38. DeKalb 8b 8a

41. Fulton 8b 8a

42. Visitation Counties

43. Fulton County PlacementVisitation DataFINAL January2014

44. Fulton CountyJanuary2014 OM 20AChild Visits KennyA. Mandate 96.25%

45. Fulton CountyJanuary2014OM 20BChild PrivateVisits KennyA. Mandate 96.25%

46. Fulton CountyJanuary2014OM 21 Reunification Visits KennyA. Mandate 85%

47. Fulton CountyJanuary2014 OM 22Caretaker Visits KennyA. Mandate 95%

48. Fulton CountyJanuary 2014OM 23Sibling Visits KennyA. Mandate 90%

49. Fulton CountyVisitation Summary August 2013 to January 2014

50. DeKalb County PlacementVisitation DataFINAL January2014