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2. Moderated by Presented by Colleen McLaughlin Supervising Child Support Officer/Statewide Trainer, San Francisco LCSA DeAnne Sandoval Information Systems Coordinator, Alameda LCSA Lisa Todd Analyst/Training Coordinator, Santa Cruz/San Benito LCSA Effectively Using CSE for Locate Jennifer Hellerud Deputy Director, San Diego LCSA 2

3. Effectively Using CSE for Locate ■Agenda  Holistic Locate  Locate Tips for Everyone  Entering Data for Effective Locate  SSNs and Verified Information  Conclusion 3

4. Holistic Locate What does Holistic Locate mean?  Locate impacts all cases regardless of function  Good data = good results = cost effectiveness  Garbage in = Garbage out  Influences performance measures 4

5. Holistic Locate - Diagram Locate Request Submission Locate Need (CSE/User) Locate Requests Locate Responses Misidentify Data Periodic Locate Needs / Locate Request Re- Initiation Locate Partners Federal Quick Locate State EDD DMV FTB BOE CDPH Locate Partner Assignment Requisite Data Validation FCR Interstate (CSENet) Locate Need Evaluation Accept or Confirm Data Update Participant Locate Response Disposition Locate Response Validation Locate Response Matching REJECTED WRONG PERSON 5

6. Locate Tips for Everyone ■Tips for working cases & participants:  When did we last receive good, verified information?  When inactive or unverified information is left unresolved the case flounders  Outdated or unverified information could prevent CSE from taking action to locate new information  Unresolved information could prevent automated case closure 6

7. Locate Tips for Everyone ■A Clean Case is a Happy Case  Rejected Locate Data ( LC028, LOC200/LOC201)  SSNs  PM002 SSN Task  Names, Aliases, EDD mismatches  Date of Birth  Addresses  Employment 7

8. Effective Locate - Intake Confirm that a previously closed case does not exist Check Legacy Data Archive (LDA) Carefully research participant and locate information to prevent duplicates Research SSN; add Fraudulent SSN when appropriate Add alias and name variations for better matching Load all known addresses with appropriate status and verification dates 8 It is important to build a solid foundation at case creation:

9. Effective Locate - Establishment Verify NCP primary name; add aliases and name variations (hyphenated names, nicknames) Review SSN verification code(s) and SSN status to ensure the correct, verified SSN is listed Verify addresses and make necessary corrections: Primary or Secondary Active addresses = Verified – Yes Inactive, Error, Mis-ID addresses = Verified – No Determine whether outstanding employers have been verified Resolve rejected locate data 9 Build a strong framework when establishing an order:

10. Effective Locate - Enforcement If case is long term delinquent, review date of last known, reliable and verified information Review for possible case closure Check SSN verification code(s) and status to ensure you have correct, verified SSN to trigger proactive locate/assets Verify addresses and make necessary correction to statuses: Primary or Secondary Active addresses = Verified – Yes Inactive, Error, Mis-ID addresses = Verified – No Determine whether outstanding employers have been verified Resolve rejected locate data 10 Post Order cases also require maintenance:

11. Effective Locate - Interstate Quick Locate requests should be sent to the other state’s CCR (do not pull back a local office) Always send the Quick Locate CSENet transaction at the case level (not at the participant level) CSE auto generates a Quick Locate transaction when an unverified, out-of-state address is added for NCP and a ‘UI’ case does not already exist (does not auto generate for verified address) 11 NCP potentially out of state?

12. Effective Locate – Case Closure ■Closure due to no locate  22 CCR § 118203  Cal. Admin. Code tit. 22, § 118203 (a)(4)  Sufficient vs Insufficient Information ■No SSN but a DOB?  A date of birth is not verified with No SSN ■Last verified information received?  Verification statuses are key indicators for closure ■When did the good turn bad?  Dates are key indicators for closure 12

13. Rejected Locate Data Locate Response Locate Response Validation REJECTED Invalid Response Valid Response Rejected Response 6 Months Retention Participant Updated No Updates LOC-200 LOC-201 Reports No Updates ACCEPT Rejected Data CONFIRM Rejected Data New Data/Source Already Exists Participant Updated No Updates DECISION TIME! Name or SSN Mismatch, License Expired, info older than 3 years, etc. BAD or PartialGOOD to write a Participant Activity Log CSP Review SSN & Response Partial: CSP Updates New Data/Source Already Exists 13

14. Rejected Locate Data and Program Performance Resolving Rejected Data Improves Performance ■Ensures you have most current, up-to-date information on income, assets, employment, incarceration and addresses: Wage Verifications, Income Withholding Orders (IWO) and National Medical Support Notices (NMSN) are generated Liens/abstracts are generated upon discovery of new address information Incarceration data is received more timely; leads to lower orders or closure Rejected SVES information identifies the need for a modification/lower orders, or closure Locate tab also assists in finding lost CPs 14

15. Data Reliability and Program Performance Increased Data Reliability  Demographics are cleaner resulting in better matches Name, Verified SSN, DOB  Fewer EDD name mismatches EDD Intercepts = $$  Fraudulent SSNs are discovered via locate sources Increased collections  Inactivating unverified SSNs and resolving old addresses results in more case closures: CSE re-evaluates the case for an NCP with no SSN Reduces overall caseload size and increases Federal Performance Measures 15

16. Increased Collections and Program Performance Effective Enforcement Actions: Credit Reporting License Suspension Intercepts Both Federal & State IWOs & NMSNs Liens Other Enforcement Remedies *Reliable, Verified Demographics 16

17. How CSE Reacts to SSNs ■CSE does not take Enforcement Action when:  SSNs are unverified  SSNs are marked as Fraudulent (except IWOs and NMSN)  Participant Suppressions (EN042) ■CSE does not perform automated locate needs when:  There is no SSN or the SSN is unverified  Family Violence is checked for the participant ■CSE rejects data when:  SSNs are marked as Mis-ID  Names are not a match  Information is outdated (Expired DMV) 17

18. Social Security Numbers Verified active SSNs  Primary or Secondary Unverified or Never Submitted SSNs  FCR Errors – SSN Rejected by FCR  Verify via Other Systems, Agencies - MEDS, IEVS, Accurint, Experian, DMV  Data Repository Report DR025 (SSNs = Unverified, Unable to Verify, Pending, Never Submitted, Verified-No)  NCPs using Fraudulent SSN  Inactive, Misidentify or Error – when appropriate  Case Management Tool (CMT) – No SSN = Closures 18

19. Working FCR Errors CSE Federal Case Registry FCR FCR Routine Response SSN Verification and Locate CSP Updates NCP with SSN and DOB NCP Added without DOB and SSN CSE does not send and an FCR Error is written RECORD: ADD PARTICIPANT FCR Submission New DOB added to NCP by Outside Source RECORD: CHANGE PARTICIPANT FCR Submission REJECT (Warning) RESPONSE: REJECT (Warning) Change FCR Routine Response Daily FCR Registration Process DOB out of range CSP Updates NCP DOB to “Error” RECORD: CHANGE PARTICIPANT FCR Submission ACCEPT RESPONSE: ACCEPT Change FCR Routine Response ACCEPT RESPONSE: ACCEPT Add 19

20. Social Security Numbers – Fraudulent ■NCP Undocumented using Fraudulent SSN for work  SSN may be owned by another  SSN may be a fictitious number  SSN may be used fraudulently by more than 1 individual 20 ■NCP has SSA Verified Primary, uses Fraudulent for work to evade child support  SSN is Secondary status with Fraudulent check box  SSN might be owned by another or is fictitious number  SSN may be used by more than 1 individual ■NCP has an ITIN but uses Fraudulent SSN for work  ITIN is Primary, Unverified SSN  Fraudulent is Secondary, Unverified SSN

21. Social Security Numbers – Fraudulent ■Fraudulent SSNs will NOT be submitted for:  FCR or CSENet Locate  Enforcement Actions (except IWO/NMSN)  Enforcement Intercepts, including EDD ■Fraudulent SSNs WILL be:  Submitted to in-state locate partners  Listed on wage and health assignments  Included to identify incoming monies at the SDU (unlike misidentified SSNs) 21

22. Fraudulent SSN 22

23. Fraudulent SSN – Accept Rejected Locate Data 23

24. Fraudulent SSN – Confirm/Rejected Locate Data 24

25. Fraudulent SSN – Inactive (Closure) 25

26. 26 NCP Fraudulent SSN – The “Evader”

27. 27 NCP Fraudulent SSN – The “Evader”

28. NCP with 2 Verified SSNs 28

29. NCP with 2 SSNs – Locate Responses 29

30. NCP with 2 SSNs – Locate Responses 30

31. PM002 Task – Newly Added SSN ■Importance of working the PM002 task:  Primary Verified SSN already exists; Secondary SSN added via outside source Act quickly to prevent Mis-ID on the Secondary SSN  A new ‘FCR Matched’ SSN is received = POSSIBLE SSN Confirm SSN belongs to your participant (not 100% match)  SSN Received from IVA belongs to another program member Results in address, DOB, identifiers, Name & SSN belonging to someone else added to participant demographics – data cleanup!  A Fraudulent (working) SSN has been discovered Add Fraudulent check box and source text  Primary SSN is a mistype (unverified status); new SSN is verified Promote new SSN; Demote bad SSN to “ERROR” Don’t BULK the PM002s! Work these tasks. 31

32. PM002 task – Secondary SSN Added 32

33. PM002 task – Secondary SSN Added 33

34. EN042 task – EDD Alias ■When working the EN042 EDD Alias task: Review Locate Tab to Accept/Rejected information with valid aliases Check multiple sources – EDD, DMV, FCR, etc. Confirm you have the EDD Alias check box at the Name List Review SSN status to confirm you have a verified SSN Add Fraudulent check box when appropriate but use caution as this stops UIB/DIB intercept Remove participant suppression 34

35. Name Variations, Mismatches and Aliases ■Name List and Locate Triggers:  Add name variations:  Robert: Rob, Bob, Bobby  Latino names: paternal vs maternal names Jose Rodriguez Garcia Jose Garcia Rodriguez Jose Garcia Jose Rodriguez  Locate Needs is triggered when adding new name or alias:  “Locate IV-D NCP Identity – New Data”  Could result in a verified SSN 35

36. Date of Birth DOBs do not reflect a verification status in CSE  Only SSNs are “verified” by SSA using the DOB as one of the match indicators  In the absence of an SSN, the participants DOB is NOT considered “verified”- may impact your case closure evaluation Validate secondary DOBs added by outside sources such a Other Jurisdiction and Public Assistance:  Invalid DOBs can lead to mistaken identity as they are used for locate 36

37. Address Statuses and Updates ■Verify that address statuses are correct:  Primary, Secondary, Inactive, Error, Mis-ID Confirm “Secondary Unverified” addresses Primary or Secondary Active addresses = Verified – Yes Inactive, Error, Mis-ID addresses = Verified – No ■Status contradictions can prevent automated case closure ■Include Source Clarification when necessary ■Updating addresses – manually or bar code? 37

38. Address Additions and Updates 38 ■2 NCP addresses but which is actually the current address?

39. Examples of Problem Addresses ■Address should be re-verified 39

40. Employment ■Review Employment List page  Verify employment status is correctly displayed Active = Verified – Yes Terminated or Inactive = Verified – No status? ■Review Locate Source, Status and Dates to determine correct information Review source timeframes/dates at Locate tab Contact employer or send new Wage/Insurance verifications 40

41. Verify Employment Status 41

42. Address/Employment Statuses Reference Chart 42 Statuses – Addresses: Primary=The best possible address for the participant. Should only have a Verified Yes, Unverified or Verification Outstanding status. PO Boxes cannot be primary physical addresses. Secondary=The second best address to correspond with or serve the participant. If the primary becomes inactive, the secondary should be promoted to primary; restarts the 3 year locate clock. Should only have a Verified Yes, Unverified or Verification Outstanding status. Inactive=Was once a good address but isn’t any longer. 3 year locate clock starts as of the date made inactive so use caution when entering inactive address dates. Should always have a Verified NO verification. Error=Was never a good address; a duplicate address at conversion; bad address detail from outside locate source; mistype on address details. This address status does NOT count toward 3 year locate. Should always have a Verified NO verification. Verifications Explained (addresses and employment): Verified NO=Verified/confirmed that it is not a good address or employer. Status should always be: Inactive, Error, Terminated, Laid Off, Misidentified. Includes information that was never valid or that was valid in the past. Verified YES=Verified/confirmed It is a good address or employer as of the date the verification is entered for that address or employment. Un-Verified=Information has NOT been verified or when no information has been sent for verification. Verification Outstanding =Either a Postmaster Verification or Wage & Insurance Verification form has been sent but no response has been returned or processed. Check dates to see how long the information has been outstanding, and then take next appropriate action.

43. Conclusion ■Embrace Locate  Resolve Rejected Data ■Think Long Term Investment  Most cases have to be open at least 1 year ■Clean Data - Quality vs Quantity  Improves compliance, data reliability, collections, and program performance  Triggers locate needs  Generates proactive asset/locate responses 43

44. Reference Materials ■CA CS Central Reference & Training Material: Statewide Locate Training (w/ speaker notes) Locate Desk Aid 07302010 Locate Training - Working Rejected Data FCR Error User Guide Federal Case Registry Training Part 1 Federal Care Registry Training Part 2 Dan Green’s “Breaking the Handshake” IVA Mis-ID cleanup: PM002 Task Document Quick Reference Guide (Locate) Use Case Documents (17 Use Case Documents) 44