1. IN CHILD SUPPORT PERFORMANCE MEASUREMENT AND MANAGEMENT

2. CHILD SUPPORT CASE MANAGEMENT PROCESS

3. THERE ARE FOUR DIVISIONS IN CHILD SUPPORT: Department of Child Support Services Case Management Financial Legal Counsel Operations

4. CSS: PERFORMANCE FUNDED & FEDERALLY REIMBURSED What to measure? What to manage? CSS enjoys a 2-to-1 federal match of state and county funding, and is funded, as are agencies across the country, based on its performance in the areas of: Paternity establishment. Order establishment. Collections of current support. Collections on arrears.

6. PERFORMANCE FUNDED & FEDERALLY REIMBURSED

7. CHILD SUPPORT PERFORMANCE GOALS FOR 2014 Performance Measures Performance Measure2012 Actual2013 Budget2014 Budget Paternity Establishment Rate 93.62%93.75%94.00% Order Establishment Rate** 80.59%80.75%81.00% Support Collection Rate 56.95%57.00%57.25% Arrears Collection Rate 48.50%49.00%49.25% ** Measures the percent of cases where child support has been ordered by the Courts. Order establishment is the process of obtaining an order for child support and medical support from a parent who is not living with and not directly supporting his/her child.

8. HOW DO WE INTEND TO REACH OUR GOALS?

9. FUNDING MORE POSITIONS… Child Support funded more positions in the 2014 budget. These positions are:  2 - Child Support Assistants  1- Child Support Specialist  1- Clerical Assistant 1  1- Fiscal Assistant 1  1- Fiscal Assistant 2  3 – Office Support Assistant 2 s Reducing caseload/FTE and increasing service.

10. …AND CREATING NEW POSITIONS Two District Attorney Investigator positions, including staff costs, equipment, and training, have been funded by our Department with a 66% Federal reimbursement. This partnership between the DA’s office and CSS will increase the Department’s enforcement presence outside the Courthouse. This allows focus on the most egregious non-payers with available assets.

11. PERFORMANCE MANAGEMENT BY DIVISION

12. FINANCIAL DIVISION o Incorporate goals and measurement into individual reports and productivity measurement. o Managers review worklists and productivity in real time. o Fiscal and Budget Manager has monthly One on One meeting with Director to discuss performance. o Small group team training allows review of goals and a focus on basics.

13. CASE MANAGEMENT DIVISION o Post performance numbers in designated areas within work groups. o Small group training and goals discussion. o Email within work groups RE: Schedules, new procedures, expectations, and congratulations on jobs well done. o Call Center performance reports and minimum call numbers. o Program and Grants Coordinator has monthly One on One meeting with Director to discuss performance. o Program and Grants Coordinator then has One on One meeting with supervisors within Case Management Division.

14. LEGAL COUNSEL DIVISION o Cover all assigned court calendars. o Required to provide monthly reports of activities that tie specifically into departmental performance. o Random court calendars pulled weekly to assess individual attorney’s performance. Guidance is provided as to how specific issues can best be handled to maximize performance. o Legal Counsel Administrator has monthly One on One meeting with Director to discuss performance. o Hold meetings to discuss issues within the division, expectations, and performance. o Pair new staff with experienced staff to teach by example.

15. OPERATIONS DIVISION o Daily book keeping and monitoring help get money to the TRUST Fund and in turn to custodial parents. o Assist in ensuring payments are posted to correct cases. o Keep track of process service and pay for services. o Operations Manager and Fiscal Coordinator meet to discuss issues, new procedures, and performance.

16. DIRECTOR o Bi-Weekly Administrative Team meeting to discuss performance status and implementation of new procedures. o Department wide emails to staff focusing on performance stats, divisions, areas of strength, and areas that need improvement. o Bi-Annual Town Hall meeting for entire Department to discuss performance, goals, and direction of Child Support. o Communicating success and importance of performance-funding-jobs connection by rewarding the staff with recognition, certificates for outstanding performance, and certificates for years of service.