1. G2 Meeting March 6, 2014

2. Agenda  Division of Child Support Services - Director Tanguler Johnson  Statewide Services – Mable and Rachel  Dashboard Development Update – Jim and Wendy  Stock and Flow – Jim  County Updates – Visitation, 8 in 8 & OM30  Wrap Up – Commissioner Horton and Director Hill

3. A Helping Hand to Self-Sufficiency Collections, Outreach, and Beyond Presenter: Tanguler Gray-Johnson, DCSS Director Presentation to: G2 Date: March 6, 2014 January Georgia Department of Human Services Division of Child Support Services

4. Vision, Mission and Core Values Vision Stronger Families for a Stronger Georgia. Mission Strengthen Georgia by providing Individuals and Families access to services that promote self-sufficiency, independence, and protect Georgia's vulnerable children and adults. Core Values Provide access to resources that offer support and empower Georgians and their families. Deliver services professionally and treat all clients with dignity and respect. Manage business operations effectively and efficiently by aligning resources across the agency. Promote accountability, transparency and quality in all services we deliver and programs we administer. Develop our employees at all levels of the agency. 2

5. Division of Child Support Services 3 UGA Training initiatives 1999 Launch of the Fatherhood Initiative Creation of Region Locate Centers 1997- 1998 Name Change to Office of Child Support Enforcement Welfare Reform Act : Personal Responsibilit y and Work Opportunity Reconciliatio n Act” (PRWORA). 1993- 1996 New Expedited enforcem ent tools 1984 Launch of Child Support Recovery Unit 1972- 1975 Milestones for DCSS

6. Division of Child Support Services 4 Celebration of 40 th Anniversary DCSS Culture Change 2013 Launch of Problem Solving Courts Development of DCSS cookbook “Favorites from our table” Name change to Division of Child Support Services 2009-2012 New Child Support Guidelines Calculator Receives Governor Customer Service Award: “Outstanding Process Improvement” and “Customer Service Excellence” 2007-2008 GA becomes the 2 nd state to implement Debit Card and Direct Deposit Launch of RPI Launch of Constituent Services Portal 2003-2006

7. Division of Child Support Services Current Initiatives Amended Value Statement –“Put Children First” –“Children Need Both Parents” “Government should be a resource to families, not a substitute” –Parent Accountability –Investment in our citizens and the community –Self-sufficiency Outreach Programs: New & Enhanced –Governor’s Initiative: Alternative to Incarceration 5

8. Revised 9.16.13 6

9. AFY 13 & FY 14 Appropriated Funding Child Support can mean the difference between a family’s dependence on or independence from public assistance – 6% of families receive TANF –45% of families formerly received TANF –49% of families have never received TANF National Statistics –Child Support represents 45% of the total family income for poor families –Child Support represents 16%of the total family income for the average family Cost Effectiveness – For every $1 spent, DCSS collected $7.02 in FFY2012 DCSS is a cost recovery agency –An average of $9M is collected annually as reimbursement to the State Treasury for public assistance –In comparison, $9M represents 38% of the State appropriated budget for DCSS Parent Accountability for the well-being of Georgia’s children and the self-sufficiency of families. Stronger Families for a Stronger Georgia! Division of Child Support Services A Worthy Investment 7

10. Region 1 Region 2 Region 3 Region 4 Region 5 Region 6 Region 7 Region 8 Region 9 Dublin Hub Albany Hub FOO State Ops Region 2 R 3 Region 5 Region 6 Region 7 Region 9 Region 8 R 7 R 8 FOO Statewide Data 58 Local Child Support Offices –49 State staffed Offices –9 Contract Offices (DA ’ s) 1 Central Registry 1334 Employees –1170 state staff members –164 DA staff members FY13 Statistics 388,649 Cases 521,367 Children $695 Million- Collections Program Structure 8

11. Enforcement Administrative and Judicial Actions are taken to collect delinquent payments (drivers license suspension, passport denial, tax intercept, lottery winning intercept, tag lien, etc.) Locate Automated Interfaces and Manual Searches are performed to locate Non-Custodial Parents Paternity Establishment DNA Paternity Test Court Order Establishment Financial Support Medical Support * Process service (Sherriff or private process server) Financial Centralized Payment Processing by the Family Support Registry (FSR) Intake Applications Walk-ins Mail CSP/On-line IV-A Referrals Foster Care Referrals Review & Modification Administrative and/or Judicial Review of court orders that are 36 months old or older for possible modification of support amount. Division of Child Support Services Workflow 9

12. Statewide Locate The local office performs Quick Locate services and identifies the need for additional efforts The Locate HUB performs In Depth Locate services and maintains the case until the NCP is located Action is taken at 6 months, 1 Year, 2 Years, and 3 Years per Federal Guidelines Actions automatically performed by $TARS when the case is in the Locate “L” function Locate attempts made by Locate Agents through additional web searches i.e. utilities, etc. Phone contact with CP and/or NCP $TARS; Locate Management Screen, DL, DOC Prison screen SUCCESS CRS ACCURINT GRATIS PATERNITY ACKNOWLEDGEMENT DOL (Unemployment purposes) EWOO Vital Records In Depth LocateQuick Locate

13. Financial Support Team Undistributed Funds Debt Offset Programs  State and Federal Tax Offsets  DOL Unemployment Benefits  Lottery  Passport/ DNR License Suspensions 10

14. Monitor State Plan Compliance Research and interpret Federal and State laws Legislative Tracking and Implementation Monitor Vital Records Paternity Establishment Percentage Reporting and the Paternity Acknowledgement program. Liaison to the Federal Office of Child Support Enforcement Liaison to the Administrative Office of Courts Policy & Paternity Unit 11

15. DCSS Communication Center Manages the DCSS Communication Center and IVR Handles 1.5M calls per year Reduce escalations and walk-in rates Assist with outreach calls Division of Child Support Services Outreach Key Initiatives Director’s Communication Group Respond to DCSS customer complaints for DHS Commissioner Responds to inquiries from the Governor’s Office of Customer Service DHS Constituent Services Legislators 12 Fatherhood Program Re-entry Services Prison Paternity Testing Homeless Veterans Initiative

16. Problem Solving Court Child support alternative to incarceration Utilize free community resources Referrals for initial assessment through local CSBs ~Substance abuse ~Literacy ~Mental health Division of Child Support Services Outreach Key Initiatives 13

17. Program Continuous Improvement Rapid Process Improvement –Lean Management Methodology –Standard Operating Procedures –ERG Reviews –RPI Events and Revisits –VSM/RPI Implementation Team 41 Team members Strategic Planning (DCSS Strategic Plan) –Governor’s, DHS, DCSS goals –7 Strategies –Measurement Activities and Measurement Tools –Operational Plan 14

18. Goals 15 Governor’s Strategic Goals for Georgia ACCESIBLE CARE & ACTIVE LIFESTYLES FISCALLY SOUND – PRINCIPLES - CONSERVATIVE DHS Goals PROMOTE FAMILY/INIDIVIDUAL SELF-SUFFICIENCY & INDEPENDENCE EFFECTIVE/EFFICIENT SERVICE DELIVER & BUSINESS OPERATIONS DCSS Goals IMPROVEMENT OF PERFORMANCE INDICATORS Business Process Management Employee Development | Retention | Succession Optimized Service Delivery Fiscal Operations - Cost Savings INCREASE OUTREACH PROGRAM EFFORTS Problem Solving Court Expansion Marketing & Educate Stakeholders Increased NCP % Employed & Paying

19. Division of Child Support Services Strategic Plan 16

20. Question and Answer 17

21. Statewide Services Mable and Rachel

22. March 6, 2014 Georgia Department of Human Services

23. Vision, Mission and Core Values Vision Stronger Families for a Stronger Georgia. Mission Strengthen Georgia by providing Individuals and Families access to services that promote self-sufficiency, independence, and protect Georgia's vulnerable children and adults. Core Values Provide access to resources that offer support and empower Georgians and their families. Deliver services professionally and treat all clients with dignity and respect. Manage business operations effectively and efficiently by aligning resources across the agency. Promote accountability, transparency and quality in all services we deliver and programs we administer. Develop our employees at all levels of the agency.

24.  What’s a dashboard?  Key elements of a dashboard  Dashboards gone crazy!  What we have today  What works for Fulton, Dekalb…the state?

25.  Visual display of the most important information needed to achieve one or more objectives  Consolidated and arranged on a single screen so the information can be monitored  At-a-glance view of key performance indicators relevant to a particular objective or business process  Presentation of data that can be understood  Helps to see the big picture Ref: Dashboard Confusion; Excel Dashboards and Reports

28.  Simple, communicates easily  Minimum distractions  Supports business with meaningful and useful data  Visually appealing  Saves time  Easily understood Ref: Dashboard Demystified: What is a dashboard?

29. Ref: www.dataenthusiast.com Doesn’t help the user understand the data!

30. TWO pieces coming together: information and design Information: The most important information needed to achieve one or more objectives Design: Visually displayed on a single screen so the information can be monitored at a glance Ref: www.dataenthusiast.com

31. Discussion about the information needed to meet priority objectives

32. Permanency Benchmarks Stock & Flow Jim

33. What is “Stock and Flow?"

34. 6-12 month “Tub” 13+ month “Tub” Exits from Care 13+ month “Faucet Kids” Exits from Care

35. Win Fabulous Prizes!!!

38. DeKalb 8b 8a

41. Fulton 8b 8a

42. Visitation Counties

43. Fulton County Placement Visitation Data FINAL January 2014

44. Fulton County January 2014 OM 20A Child Visits Admin Supervisor SupervisorRequiredMade% Russell 94.74% 396/418 Beasley11810588.98% Greene8282100% Hudson1049995.19% Rudd11411096.49% Walker 100% 216/216 Haynes7171100% Searcy8484 Trim6161 Williams 97.40% 375/385 Booker908998.89% Carbins10810395.37% Fulton797898.73% Scott-Morrow10810597.22% Summary101998796.86% Excellent 96.25% or greater Good 92% - 96.24% Needs Improvement <92% Kenny A. Mandate 96.25%

45. Fulton County January 2014 OM 20B Child Private Visits Admin%RequiredMade% Russell 95.77% 213/204 Beasley605388.33% Greene414097.56% Hudson5252100% Rudd605998.33% Walker 100% 110/110 Haynes3636100% Searcy4242 Trim3232 Williams 100% 197/197 Booker4747100% Carbins5454 Fulton4040 Scott-Morrow5656 Summary52051198.27% Excellent 96.25% or greater Good 92% - 96.24% Needs Improvement <92% Kenny A. Mandate 96.25%

46. Fulton County January 2014 OM 21 Reunification Visits Excellent 85% or greater Good 75% - 84.9% Needs Improvement <75% Kenny A. Mandate 85%Admin Supervisor Supervisor RequiredMade% Russell 98.0% 101/99Beasley252496.0% Greene2020100% Hudson262596.2% Rudd3030100% Walker 53.8% 13/7Haynes2150% Searcy11654.5% TrimNANANA Williams 97.3% 75/73Booker2525100% Carbins181794.4% Fulton1010100% Scott-Morrow222195.5% Summary18917994.7%

47. Fulton County January 2014 OM 22 Caretaker Visits Excellent 95% or greater Good 87.5% - 94.9% Needs Improvement <87.5 Kenny A. Mandate 95%AdminRequiredMade% Russell 96.7% 211/204Beasley585696.6% Greene413995.1% Hudson525096.2% Rudd605998.3% Walker 100% 109/109Haynes3636100% Searcy4141 Trim3232 Williams 99.0% 194/192Booker4646100% Carbins525198.1% Fulton403997.5% Scott-Morrow5656100% Summary51450598.2%

48. Fulton County January 2014 OM 23 Sibling Visits Excellent 90% or greater Good 80% - 89.9% Needs Improvement <80% Kenny A. Mandate 90%Admin Supervisor Supervisor RequiredMade% Russell 95.2% 21/20Beasley4375% Greene44100% Hudson66 Rudd77 Walker 93.3% 15/14Haynes7685.7% Searcy44100% Trim44 Williams 100% 26/26Booker99100% Carbins66 Fulton44 Scott-Morrow77 Summary626096.8%

49. OMGoalAugSeptOctNovDecJan Child Visits 20 A 96.25%98.9%98.0%97.2%98.6% 96.8% Child Private 20 B 96.25%99.4%99.2%99.1%100% 99.6% 98.2% Reunification2185%94.3%89.9%93.0%95.3% 96.4%94.7% Caretaker2295%98.0%97.9%97.8%99.1% 99.6%98.2% Sibling2390%97.2%88.1%95.6%100% 95.8%96.8% Fulton County Visitation Summary August 2013 to January 2014

50. DeKalb County Placement Visitation Data FINAL January 2014

51. DeKalb County January 2014 OM 20A Child Visits AdministratorSupervisor RequiredMade% Lyles 374/386 96.89% Cox102 100% Hill938692.47% Njenga12311996.75% Jack686798.53% Johnson 336/338 99.41% Scott96 100% Hall34 100% Jacob70 100% Pertiller403997.5% Doe989798.98% Rayne 298/301 99.00% Macon969598.96% Garrett12212098.36% Smith83 100% Summary1025100898.34% Excellent 96.25% or greater Good 92% - 96.24% Needs Improvement <92% Kenny A. Mandate 96.25%

52. DeKalb County January 2014 OM 20B Child Private Visits Kenny A. Mandate 96.25% Excellent 96.25% or greater Good 92% - 96.24% Needs Improvement <92% Administrator SupervisorRequiredMade% Lyles 198/199 99.5% Cox52 100% Hill484797.92% Njenga63 100% Jack36 100% Johnson 175/175 100% Hall17 100% Jacob36 100% Pertiller20 100% Scott52 100% Doe43 100% Rayne 149/150 99.33% Macon464597.83% Garrett62 100% Smith42 100% Summary52452299.62%

53. DeKalb County January 2014 OM 21 Reunification Visits Excellent 85% or greater Good 75% - 84.9% Needs Improvement <75% Kenny A. Mandate 85% AdministratorSupervisor RequiredMade% Lyles 48/56 85.7% Cox11100% Hill211676.2% Njenga343191.2% Jack00NA Johnson 101/105 96.2% Hall88100% Jacob22 100% Pertiller16 100% Doe31 100% Scott282485.7% Rayne 61/72 84.7% Macon252288.0% Garrett342882.4% Smith131184.6% Summary23321090.1%

54. DeKalb County January 2014 OM 22 Caretaker Visits Kenny A. Mandate 95% Excellent 95% or greater Good 87.5% - 94.9% Needs Improvement <87.5 Administrator SupervisorRequiredMade% Lyles 190/199 95.5% Cox52 100% Hill484389.6% Njenga636196.8% Jack363494.4% Johnson 171/172 99.4% Hall17 100% Jacob36 100% Pertiller201995% Doe50 100% Scott49 100% Rayne 148/151 98% Macon494898% Garrett626198.4% Smith394097.5% Summary52250997.5%

55. DeKalb County January 2014 OM 23 Sibling Visits Excellent 90% or greater Good 80% - 89.9% Needs Improvement <80% Kenny A. Mandate 90% Administrator Supervisor RequiredMade% Lyles 20/27 74.1% Cox55100% Hill55100% Njenga77100% Jack10330% Johnson 21/23 91.3% Hall4250% Jacob55100% Pertiller22100% Scott44100% Doe88100% Rayne 7/7 100% Macon44100% Garrett11100% Smith22100% Summary574884.2%

56. OMGoalAugSeptOctNovDecJan Child Visits20 A96.25% 99.5%97.7%98.4%98.9%99.6%98.3% Child Private20 B96.25% 100%98.8%99.2%99.8% 99.6% Reunifi cation2185% 98.6%93.0%86.3%94.8%93.9%90.1% Care taker2295% 99.8%96.8%97.8%98.8% 97.5% Sibling2390% 94.8%94.4%95.3%94.1%92.7%84.2% DeKalb County Visitation Summary August 2013 to January 2013

57. 8 in 8 / 8b Data Counties

58. DeKalb P13 8B Cohort Children Who Entered Care During Period 13 and Who Will Reach 24 Months in Care Between 1/1/14 and 6/30/14 3/6 DeKalb needs 21 positive exits from the P13 cohort by 6/30/14 to achieve 74% on OM8b Newly Discharged 1 (4*) Children Remaining Eligible 34 No/Unlikely 18 Yes 2 Possible 14 * = not a positive permanency As of 3/6/14

59. Fulton P13 8B Cohort Children Who Entered Care During Period 13 and Who Will Reach 24 Months in Care Between 1/1/14 to 6/30/14 Fulton needs 25 additional 8b exits by 6/30/14 3/6 Newly Discharged 3 Children Remaining 50 No/Unlikely 15 Yes 17 Possible 18

60. Outcome 30 and Health Event Tracking Counties

61. (Meeting the Needs of Children) Children with Health Checks Overdue More Than 30 Days (End of Month) Region XIV DeKalb Co. OM 30 Reporting Month February 2014 (Meeting the Needs of Children) Children with Health Checks Overdue More Than 30 Days (End of Month) AdminSupervisorSeptOctNovDecJanFeb Lyles Overdue >30 Days Cox14*11000 Hill022121 Njenga1441*10 Jack4*24012 Lyles Total199112*43 Johnson Overdue >30 Days Hall001000 Jacob100000 Pertiller011011 Scott011* 0* Doe00300*0 Johnson Total115121* Rayne Overdue >30 Days Macon336010 Garrett002000 Smith00 Rayne Total338010 County Summary 2313243*7*4* ** = additional child/ren not included. On runaway status.

62. REGION 14 Fulton County OM 30 Meeting the Needs of Children Reporting Month February 2014 Children with Health Checks More Than 30 Days Past Due AdminSSSOctNovDecJanFeb Russell Beasley331410 Hudson20011 Rudd41413 Greene72447 TOTAL RUSSELL16622711 Williams Booker104341 Carbins33301 Fulton56400 Scott-Morrow34401 TOTAL WILLIAMS21171443 Walker Haynes21000 Trim56300 Searcy12000 TOTAL WALKER89300 County Summary 4532391114

63. Wrap Up Commissioner Horton And Director Hill