What do Butte-tants Know About Performance Improvement? Tales of the journey from the depths of the bottom quartile…..

Butte County Performance

Butte County Structure “Hybrid” Team Structure with Functional Caseloads ▫Enforce ▫Establish/Early Intervention ▫Initiating Inter-Governmental ▫Responding Inter-Governmental ▫Hmong ▫Spanish ▫Intake Support ▫Audit – CFWs/Accounting ▫Staff Development – Training, Help Desk ▫Support Services – Mailroom, Reception ▫Call Center – Attempts to answer 90% of calls ▫Reporting/Special Projects – Analyzes performance

Keys to Butte County’s Improvement Pre-FFY Planning Performance Education & Awareness Customer Service Tools/Ideas

Pre-FFY Planning Begins in August for the next FFY Plan for stable caseload throughout FFY Stretch Goals Changing focus throughout FFY based on needs Review all policy and procedure changes for performance impacts

Performance Education & Awareness Make Our Work Count Performance Slogan & Posters Individual Performance Numbers & Goal Calculator Top Performers Awards What Happens Every Month

Make Our Work Count ▫Required training for all staff on how performance measures are calculated and what/where to enter data in CSE to maximize performance ▫Assessments given to staff at the end of each module. List of 10 cases, staff must use training material and CSE to determine how cases should report on CS1257 ▫All staff required to pass all assessments with a score of 95% or better. If they don’t pass, they have to repeat training until they do pass.

Performance Slogan & Posters

Individual Performance Numbers CSS Name Individual Performance Measure Reporting by Case Assignment Caseload Month / YearTeamFPM Avg Cases Open at end of Month (Line 1) Cases Open w/ Sup Ord Est (Line 2) Sup Ord % (Line 2/Line1) Born Out- of-Wedlock (Line 5) Pat Est or Acknowledg ed (Line 6) Pat Est % (Line 6/ Line 5) Cases Open w/ Med Sup Ord (Line 21) Cases Open w/ Med Sup Prov (Line 21a) Line 2 - Line 2e % of Elig Cases w/ Med Sup (Line 21/ Line2- Line2e) Med Sup % (Line 21a/ Line 2 - Line 2e) Current Support Due - FFY (Line 24) Current Support Dist - FFY (Line 25) Current Support % - FFY (Line 25/Line 24) Case w Arrears Due - FFY (Line 28) Cases paying toward Arrears - FFY (Line 29) Arrears FFY % (Line 29/Line 28) Curr Supp Due - Monthly (Line 24a) Curr Supp Dist - Monthly (Line 25a) Curr Supp % - Monthly (Line 25a/Line 24a) Arrears Distributed - Monthly (Line 27a) Total Dist - Monthly (Line 25a + Line 27a) Enf A - Bedlington, COct-11OPS % % % %64.36%$50,642.25$35, % %$50,642.25$35, %$14,061.39$49, Nov-11 Dec-11 Jan-12 Feb-12 Mar-12 Apr-12 May-12 Jun-12 Jul-12 Aug-12 Sep-12

Goal Calculator Goals You need to close this many cases without orders OR establish this many orders OR a combination of both to reach the Monthly Milestone in the Orders FPM You need to establish paternity (via an order - Adjudicated or POP dec - Acknowledged) for this many children to reach the Monthly Milestone in the Paternity FPM You need to collect this much in current support or reduce the amount of current support due by this much or a combination of both to reach the Monthly Milestone in the Current Support FPM You need to collect an arrears payment on this many cases to reach the Monthly Milestone in the Arrears FPM You need to collect this much to reach the Monthly Milestone in the Collections SPM Increase OnlyTotal Monthly Milestone Increase OnlyTotal Monthly Milestone Increase OnlyTotal Monthly Milestone Increase OnlyTotal Monthly MilestoneIncrease onlyTotalMonthly Milestone Oct % %-$3,102.55$32, % %$12,847.85$62, Nov % %$ %0040.4%$76,111.84$125, Dec % %$ %0043.1%$145,231.64$194, Jan % %$ %0045.9%$202,281.02$251, Feb % %$ %0048.6%$265,868.23$315, Mar % %$ %0051.4%$344,613.53$393, Apr % %$ %0054.2%$420,149.20$469, May % %$ %0056.9%$494,003.49$543, Jun % %$ %0059.7%$579,078.51$628, Jul % %$ %0062.4%$649,172.53$698, Aug % %$ %0065.2%$717,625.40$766, Sep % %$ %0068.0%$787,235.48$836,405.32

Top Performer Awards Monthly from Director sent to all staff acknowledging Top Performers Overall: Enforce: ▫Top 5 Monthly Total Current Support Collections - #1 gets gold $ pin ▫Top 5 Monthly Total Arrears Collections - #1 gets silver $ pin Establish: ▫Top Orders FPM – gets a pin ▫Top Paternity FPM – gets a pin

What Happens Every Month Analyst prepares monthly performers numbers, reviews progress from previous month and develops recommendations for next month Analyst sends management the monthly performance which outlines status of each performance measure, current county rank in each measure, concerns and/or kudos and recommendations of what to work (CMT reports, tasks, etc.) to meet milestones in the next month. Analyst sends management Individual & Team Performance numbers Management reviews monthly performances with their team and sets goals for individual CSS based on individual numbers Individual CSS work recommended reports and task as applicable to their caseload and goals.

Customer Service Call Center Agents have goal to answer 90% of calls Remaining 10% are tasked to CSS and CSS is required to contact customer within 24hrs. Stable caseload throughout FFY builds relationships between CSS and customer. Early Intervention/Establish CSS introduce customers to their new Enforce CSS once order is established.

Tools & Ideas CMT – with specific focus each month. Reports/Tasks – working only those reports/tasks which will improve areas of performance. Quarterly Case Review – Every case reviewed every quarter using a checklist based on MOWC. Arrears Calculator - Use when negotiating arrears payments to try and get maximum amount

Tools & Ideas In addition to reviewing delinquent cases look at paying cases to maximize collections: Review current support cases paying at 100% Review cases paying via IWO to see if arrears payment could be increased Review cases paying on arrears where the monthly arrears payment is less than the monthly interest charge

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