1. 1 CSDA Procedures that Work Tamara Thomas Tracy Griffin Tex Ritter Tex.Ritter@co.nevada.ca.us Tgriffi@co.santa- barbara.ca.us TThomas@stancodcss.org

2. Procedure that Work Cost Effective measures that increase performance Out-of-the-box and off-the- shelf procedures that work New ways of looking at cases Working with CSE

3. Procedure that Work We recognize that not all proposals or programs will work with your caseload, county, commissioner, perspective, or limitations or rules. We intend only to present some proven measures that work.

4. Procedure that Work This is a cafeteria plan. Take only those items that appeal to you. Some measures may not work as effectively in a small, large, medium or regional county.

5. Procedure that Work Telephone calls: –We found that about half of our calls were related to balance and payment. –We directed our call center to refer to the IVR or Customer Connect –Listen to what they are saying

6. Procedure that Work Telephone calls: –When an NP is saying that they do not believe their balance is so high, do not send them an Audit (SAT tool). Think R & A or COAP. –If CP is asking when payment will come, think enforcement.

7. Procedure that Work Case opening: 20 hour minimum wage –Imputed vs. presumed income –Recognize what your employment availability is in your county –Talk to your commissioner

8. Procedure that Work Review processes to eliminate duplicative steps or unnecessary approvals. –Have the person who authorizes the NRPS prepare and sign the document –Have the person who reviews the court order enter the charging instructions

9. Procedure that Work Have managers manage for performance, not do case work. Set goals and set trainings Let staff know expectations Trust your employees to do their job

10. Procedure that Work Automatic Dialers –Schedule appointments –Remind of new payments –Target delinquencies –Send reminders

11. Procedure that Work OEX project –Mail serve –Target cases –No pays in a year, arrears less than $10,000 –Twice as many appeared vs. personal service

12. Procedure that Work OEX project –Of those that appeared, 91% resulted in a payment or other successful resolution of case (FC compromise, COAP, case closure, etc.) –Of those that appeared, 28% paid off their case

13. Procedure that Work Reduce service costs –Mail serve as many documents and pleadings as possible –Consider mail serve of contempt, S & C, R & A, Seek Work/Employment Efforts –More people coming to court, increased success

14. Procedure that Work Rely on the system Play in the system, do not game the system Work the way the system flows, do not swim upstream

15. Procedure that Work Make your work count Butte County program Block reviews to ensure that CSE counts our work and orders

16. Procedure that Work Use a Task Force to improve collections Kern County Specialized Language Caseload Administrative Modification Project in San Mateo Look for special skill sets of the people in your departments

17. Procedure that Work Set interviews and appointments for the entire caseload, NP and CP Establish a relationship and understanding early on Let each parent know what is expected of them

18. Procedure that Work Take photos and use them for appointments Enlist CP’s aid in making NP pay Ask NP for money

19. Procedure that Work In court, give priority to whoever pays the most on their case Take matters that have paid all their support over other cases, even cases with attorneys Discuss with commissioner

20. Procedure that Work Try new things Talk to other counties Collaborate Rely on resources in other counties Work all of your NP’s/CP’s cases, even another county’s

21. Procedure that Work Give up ownership of cases and work cooperatively Develop team strategies Monitor performance Let the staff know what is expected of them Collect Support

22. Procedure that Work Thank you and if you have any suggestions or questions, do not hesitate to contact us