2. How Do you Impact the Success of the Office? Janet Nottley Director Napa County (707) 253-4250 Janet.nottley@countyofnapa.org David Kilgore Deputy Director Los Angeles County (323) 889-3405 David_kilgore@cssd.lacounty.gov Presenters

3. 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?

4. 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

5. 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

6. 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 ✷ Email Process Servers (Personal Service) ■ Fiscal ✷ Fax Cover Letter for employer IWOs ✷ Payment Allocation Tool ✷ 34/35 Access Database Share your Ideas

7. 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

8. 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

9. 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

10. 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

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

12. 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

13. 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

14. 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