1. NAPA COUNTY

2.  Assessment and treatment of cases based on the type of case and/or the non-custodial parent’s ability to pay.  In Napa County, the cases are assigned to case managers based on the stratification assignment (since August 2010).

3.  Minimize caseloads size for high-touch cases and maximize caseloads for lower needs cases  Match skills and interests of employees to the type of work and improve morale  Give caseworkers the ability to develop new programs or projects for their caseload type  Improve efficiency, customers satisfaction and collections  Change the “Face of Child Support”

4.  Willing and Able  Unwilling but Able  Willing but Unable  Other – MNO, Locate, Zero dollar orders  Establishment  UIFSA – Initiating and Responding (Spanish speakers are in every type except UIFSA)

5.  Reviewed cases and determined what segmentation type in the CMT they belonged in  Reviewed case numbers  Determined what segmentation fit into the stratification areas  Manually changed case and set case to do not automatically reassign

6.  Case manager reviews case and determines it belongs in a different category.  Case manager tasks the Staff Services Analyst and the case is changed.  Questionable cases are sent to the assessment team (made up of case managers and supervisors).

7.  Each team is required to stay within compliance timeframes, do tasks etc…  Each team is given the opportunity to come up with ideas on projects or approaches for their customers  Teams determined what the “in” and “out” requirements for their team. Teams met and made sure there were no gaps. Teams meet periodically to make adjustments.

8.  High case loads – 780  Monitors for compliance and intervenes early when payments are missed by contacting employer and NCP in a friendly manner  Focus on keeping good customer service! Build Trust!!  High number of calls, R&As, and other customer contact  Special project – increase the number of cases, specifically non IV-D ◦ Attend non IV-D court and determine the best way to sell our services ◦ The Court orders all people to talk to us after mediation ◦ Immediately bring customers over to meet establishment worker

9.  Lower case load but intense contact with NCP  Team up with community partners to provide services NCP needs to succeed.  Monitors for change in status that would allow enforcement or additional services  Special Projects – Incarceration ◦ Incarcerated NCP: Contact with NP is established at the time of incarceration and maintained. Including reminder letters that support will begin when they leave the institution unless they contact us to file and R&A ◦ PAID: Workforce project. Court decreased the current or did not contempt on select cases while the NP goes through an intense job preparation and job search

10.  Lower case load but intense contact with NCP  Focuses on traditional enforcement actions, such as Writs and Contempts after attempts to work with NCP  Civil and criminal contempts

11.  Potential for very high caseloads  MNO monitors for health insurance, maintains contact with CPs to determine if additional services are needed, reviews for active aid  Locate reviews cases every three months and uses all locate tools available to either locate and enforce or maintain data to ensure closure  Zero Orders ensures that zero order is appropriate and modifies when it is not.

12.  Very positive reaction from the Court and FLF ◦ Court now refers all child support cases to our department ◦ FLF changed the non IV-D orders to include IV-D language so we do not have to bring them back to court ◦ Non IV-D customers happy to have us at the court and open to signing up for our services

13.  Caseworkers have gotten more efficient ◦ 100% review of all cases ◦ Additional projects ◦ Increase in the number of NCPs being located ◦ Working with one less case worker  Caseworkers prefer the new approach and have gotten more involved – better working with each other  Willing and Able case numbers have increased!  Increased case closures  Increased contact with customers  Positive feedback from customers

17.  CSE is not designed to handle this approach ◦ Initial review and reassignment of cases is time consuming ◦ Manual assignment of ongoing cases  CMT is stand alone database ◦ Once a month update ◦ Is susceptible to user error ◦ New cases are not in the CMT until the following month ◦ Cases that are transferred between case managers do not show in new caseload until next run