1. Best Practices – Tools to Increase Performance Presenters: COAP Wizard - Cheryl Mock, Sacramento County Arrears Calculator – Dennis Snapp, Los Angeles County 1257 Report - Sharon Mitchell, Humboldt County

2. COAP WIZARD Presenter: Cheryl Mock Sacramento County mockch@sacCounty.net

3. What is it? The COAP Wizard is an on-line program that helps to determine if a non-custodial parent qualifies for the COAP program.

4. COAP Wizard The COAP Wizard asks the same questions found on the COAP Eligibility Checklist, found on page 57 of the COAP Internal Protocol & Processes Guidelines. The COAP Wizard does not replace the COAP on-line system. It’s used to pre-screen cases in which you want to send an application to the NCP.The COAP Wizard does not replace the COAP on-line system. It’s used to pre-screen cases in which you want to send an application to the NCP.

5. COAP questions The user answers either Yes or No to the question asked, then clicks the “Next” button.

6. COAP Wizard Depending on the answer chosen, the user will be pathed to the next question and would respond either Yes or No, then click the “Next” button. You’re not going to do COAP for perm arrears less then $500. So if the user chooses “NO”, then…

7. NCP does not qualify The user receives a message to STOP – NCP does not qualify for COAP. No application would be mailed to the NCP.

8. Send COAP application If the user is able to get through all the questions without being told to STOP, then they are advised to send the COAP application to the NCP.

9. COAP Wizard User either Resets to go to another NCP, or chooses the Quit button if done.

10. Why automate it? Sacramento County has a small COAP team. Tasks were being received from all areas of the office to send out an application. We wanted to open it up to rest of office so they could pre-screen.  Outreach  Generate applications to NCPs  Training resources – less training  Easy to find and use  One master copy

11. Why automate it? NCP needs to qualify for all the criteria. The COAP Wizard takes out the guesswork.

12. Sacramento County Stats 20082009 161 application 63 executed 7 rescinded 98 denied 25% decrease in number of bad apps. # of denials remained high. NCPs thought COAP would wipe out all arrears owed. NCP couldn’t make lump sum payment.

13. Pending Projects COAP Wizard for NCPs on our website. –Educate NCPs about COAP. –Get more completed applications with all necessary documentation.

14. ARREARS LIQUIDATOR Presenter: Dennis Snapp Los Angeles County Dennis_Snapp@cssd.lacounty.gov

16. Goals and Objectives Goal: To introduce how to use the Arrears Liquidator. Objective: Provide step-by-step instruction on locating the Arrears Liquidator; Provide step-by-step instruction on using the Arrears Liquidator; Describe when to use the Arrears Liquidator; Describe what the Arrears Liquidator can and cannot do.

17. Using Arrears Estimator All editable fields are yellow.

18. Using Arrears Estimator The blue and white fields display information that is either calculated by the computer or is fixed.

19. Using Arrears Estimator When you type over a window in yellow and navigate to another window, the blue and the white fields automatically update.

20. Using Arrears Estimator The section on the left is the Arrears Data. The section on the right is the Liquidation Summary.

21. Arrears Data Outstanding Principal: Principal arrears amount Outstanding Interest: Interest amount Payment Made Today: The amount of the NCP’s down payment Remaining Balance: The computer calculates the arrears – payment made Monthly Payment Amount: The amount the NCP will pay each month Agreement Date: Today’s date

22. Liquidation Summary Annual Interest Rate: CA interest rate is 10%. This is a fixed amount. Months to Pay Principal: The number of months it will take to pay off the principal Months to Liquidate Debt: The number of months it will take to pay off the principal and interest Number of Payments Per Year: The number of months in a year. This is a fixed amount. Total Applied to Interest: The amount of interest that will be paid Total Payments: The total amount of all payments

23. Ideas for Using Arrears Liquidator You can run the Arrears Liquidator several different ways to show NCP:  How he/she can save money in the long run, if he/she makes larger payments;  How he/she can pay off the debt sooner by making larger payments.

24. You can print off the spreadsheet for him/her, as there is no confidential information on it. This is useful in negotiating payments when there is a SLMS issue or other action to help encourage NCP to pay his/her arrears off. Ideas for Using Arrears Liquidator

25. 1257 Report Presenter: Sharon L. Mitchell Humboldt County sharon.mitchell@co.humboldt.ca.us

26. Big Picture Work smarter not harder Reports-driven, not task-driven Cases with the most performance potential targeted for work by case managers Good customer service Payoff for the County

27. Gathering Information 1257 information is obtained through collaboration of IT & compliance officer CPQ, detailed monthly distributions UTL report Alpha breakdown

28. Excel Report is then provided to the CSS on an Excel spreadsheet CSSs sort based on their specific target for the month Notes help indicate which cases may need attention Training on Excel was provided

29. Excel Program

30. Sort by... Current Due Current Distributed Arrears Distributed Total Distributed Arrears Due

31. Personalize

32. Report CSSs report progress/results back to compliance officer She tracks the progress of the 1257 report work --  Number of cases closed  % of current collected  % of arrears collected

33. Review CSS supervisors meet monthly to review the performance numbers obtained through the compliance officer. Goals are set for the next month depending on the percentage of current, arrears, or collections.

34. Workgroup We meet monthly in a workgroup setting to discuss particularly difficult cases. Meeting members include compliance officer, special programs officer, supervisors, and CSSs.

35. Training Negotiation Conflict Resolution Customer Service Collection

36. Motivate Supervisors meet individually with staff to discuss the performance of their caseload & to set goals for the next month Office performance goals are posted Improves buy-in Provides ability to discuss process

37. Individual Performance Report

38. Monitor… Through monthly meetings, Tracking of performance numbers and Early intervention activities

39. Preliminary Results July and August 84 modifications Reduction in ongoing due of $216,103 68 additional cases now paying on arrears 34 new IWOs Closure of 15 non-paying non-welfare cases