How Do you Impact the Success of the Office? Janet Nottley Director Napa County (707) David Kilgore Deputy Director Los Angeles County (323) Presenters

How Do you Impact the Success of the Office? Los Angeles County Caseload: Interviews: Calls: Service Requests: Napa County Caseload: Interviews: Calls: Service Requests: Size matters not. Look at me. Judge me by size do you?

How Do you Impact the Success of the Office? ■Focus your efforts ■Share your Ideas ■Communication ■Buy in ■Data ■Performance Tracking ■Share Successes ■Celebrate ■Build upon successes ■Repeat

How Do you Impact the Success of the Office? Los Angeles 2009 – Current Support FPM 2010 – Arrears FPM – Customer Service 2011 – Establishment FPM – Tasks Napa 2008 – Current FPM 2009 – Customer Service and tasks 2010 – Segmentation and holistic case review 2011 – Top 10! Focus Your Efforts

How Do you Impact the Success of the Office? Los Angeles ■ Internal ✷ CSTATs Meetings ✷ Performance Workgroups ✷ Best Practices Summit ■ External ✷ Employer Workshops ✷ Veteran Outreach ✷ Homeless Outreach ✷ Team up with WorkSource Centers Napa ■ Management ✷ “Cooperating Parent’s Team” ■ Case Managers ✷ Outreach to Immigrant Farm Housing ✷ Team up with Probation and PD ✷ Direct phone line to Napa County Jail ✷ C.O.P.E ✷ Project 90 ■ Legal Team ✷ Court - Sustain – AX Access ✷ Process Servers (Personal Service) ■ Fiscal ✷ Fax Cover Letter for employer IWOs ✷ Payment Allocation Tool ✷ 34/35 Access Database Share your Ideas

How Do you Impact the Success of the Office? Los Angeles ■ Monthly Chief Meeting ■ Supervisor Blasts/Meetings ■ Tip of the Days ■ KRIS (Knowledge Resource Information System) Updates ■ War on Tasks Blasts ■ Team Meetings Napa ■ Monday AM Manager/Supervisor ■ Bi-weekly All-Staff Meetings ■ Program Solutions Meetings ■ Team Meetings ■ Segmentation Meetings ■ Huddles Communication

How Do you Impact the Success of the Office? Los Angeles ■ Management Presentations ■ Staff involvement in operational plan design ■ Workgroups to improve performance ■ Performance results on a personal level ■ Open meetings Napa ■ Segmentation Team – Special Programs and Projects ■ Collections strategies for all-staff from Legal to Fiscal ■ Personal Performance ■ Embrace Change Buy in

How Do you Impact the Success of the Office? Los Angeles ■ Data Repository ■ CMT ■ Ad hoc reports ■ Tested/Vetted reports ■ Goals based on data analysis which reaches anticipated result Napa ■ CMT ■ Data Repository ■ Segmentation Team Data gathering ■ Quality Assurance Review ■ HHSA Partnership ■ Keeping it Clean is Everyone’s Job Data

How Do you Impact the Success of the Office? Los Angeles ■ CSTATs meetings ■ Mini CSTATs meetings ■ Demonstrates defined improvement ■ Creates a basis for future projects Napa ■ Monthly Performance Reviews ■ Review of Segmentation Cases – how many moved? Performance Tracking

How Do you Impact the Success of the Office? Los Angeles ■ Director’s Message ■ Current Support 55%, 60% Club ■ Post Performance Numbers Napa ■ Notices of Successful Collections ■ Announcement of Ideas and Successes at All-Staff Meetings ■ Post Performance Numbers Share Successes

How Do you Impact the Success of the Office? Los Angeles ■ LA County Stars ■ PIE Events ■ Mini Parties Napa ■ Annual All-Staff ■ Customer Service Award ■ County Recognition ■ Red Tickets Celebrate

How Do you Impact the Success of the Office? Los Angeles ■ Yearly Operational Plan ■ Built Internal Performance Calculator ■ Continue enhancing CMT ■ Perform Internal Best Practices Summits Napa ■ Segmentation Specific Programs ■ Additional Partnerships ■ Develop Performance Measures for Segmentation Teams Build Upon Successes

How Do you Impact the Success of the Office? Los Angeles ■ 3 rd year following performance plan based on statistics ■ 2 Years now working in a case ownership model ■ Moving towards case stratification Napa ■ Celebrated 1 year of case stratification with highest performance yet ■ Working on next year’s team projects and programs ■ Expand non IV-D Court Program Repeat