1. Roberta Coons Dee Price Sanders Picture Perfect Caseload/Case Management “Let’s Get Fired Up”

2. Caseload Management =  How to work with more than one case at a time  How to select which case to work  How to move from one case to another.  How to establish a system to ensure movement of all cases  How to meet the objectives established in terms of numbers served 2

3. Why Caseload Management? Supply and Demand ‘Demand for child support services and your ability to provide timely results for families’ 3

4. Key Benefits of Caseload Management  Satisfied customers =  Less calls and fewer complaints  Leaving more time for casework  Happier families  Job satisfaction for workers  Small changes equal BIG results 4

5. Key Elements of Caseload Management  Quantity to Quality  Caseload assessment  Prioritize  Organize  Identify available recourses  Create desk reference guide  Create expert network  Team approach  Identify the problems & find solutions  Avoid band-aids ‘Need, not demand, driven’ 5

6. ‘Use the ICE Principal’ I = Insulate C = Concentrate E = Eliminate A Caseload Management Principle 6

7. The ICE Principal Insulate It is important to insulate yourself and become selectively unavailable. 7

8. The ICE Principal Concentrate Block out time to concentrate on “A” category things. 8

9. Eliminate Avoid and eliminate non-essential activities. The ICE Principal 9

10. 10 Tools for Caseload Management  Case Management:  Learn to identifying case activities  Utilize automated monitoring system  Promptly responding to alerts  Adhere to timeframes  Managing reports  Correspondence  Document generation

11. 11 Tools for Caseload Management  Monitor location of NCP and CP  Respond to new location information ‘promptly’  Service of process  Right size the orders  Timely review and adjustment  Timely enforcement  Issue Income Withholding Orders ‘Immediately’ Upon Verification of New Employment  Case closure

12.  Improves performance measures  Increases incentives  Removes uncollectible debt  Improves self assessment  Focus on cases with potential for support  Reduces interface processing fees 12 Benefits of Accurate Case Closure

13. OCSE - On Line Case Management Tools  FPLS – Federal Parent Locator Service  SSP – State Service Portal  QUICK – Query Interstate Cases for Kids  IRG – Interstate Referral Guide Note: Trust your sources! React immediately! Take next largest step possible! 13

14. 14 FPLS role in Case Management  Provides Information:  Employment  Retirement  Residence  Assets  Disability  Death

15.  Employment information from:  W-4 – Employee's Withholding Allowance Certificate  QW – Quarterly Wage  DoD – Department of Defense  FBI – Federal Bureau of Investigations NCP’s Paycheck $$$$ 15

16.  Employment Information Received  Is an employment verification letter essential?  Is a phone call easier and faster?  Does an IWO provide the same result?  Review and Adjustment 16

17.  Residence Information from :  W-4 - Employee's Withholding Allowance Certificate  UI – Unemployment Insurance  SVES – State Verification and Exchange System  IRS – Internal Revenue System  MSFIDM – Multistate Financial Institution Data Match  DoD – Department of Defense  NSA – National Security Agency  FBI – Federal Bureau of Investigations  IM – Insurance Match 17

18.  Residence Information  Can a U.S. mail letter be eliminated?  Is there a different action that can be taken?  Service of Process 18

19.  Self-employed  AWR – Annual Wage Report  Unemployed  UI – Unemployment Insurance  Retired  SVES – State Verification and Exchange System  DoD – Department of Defense 19

20. 20  Self-employed  Subpoena?  State Revenue Match?  ???  Unemployed  IWO?  UIFSA?  Limited Service?  Review and Adjustment?  Retired  IWO?

21.  Disabled  SVES - State Verification and Exchange System  VA - Veterans Affairs  Assets  MSFIDM - Multistate Financial Institution Data Match  Insurance Match 21

22. 22  Disabled  IWO?  Review and adjustment?  Case closure?  Assets  Lien and Levy?

23.  Deceased  SVES/SSA – State Verification and Exchange System  VA – Veterans Affairs  FBI – Federal Bureau of Investigation  Incarcerated  SVES – State Verification and Exchange System  VA – Veterans Affairs 23

24. 24  Deceased  Case closure?  Incarcerated  Review and adjustment?  Attach inmate account?  Locate lead?  Case closure?

25. FPLSFPLS FPLS Processing  Automated Processes ‘Let the FPLS and your state system work FOR you’ CSE DocGen 25

26. Comments/Questions 26 You’re #1

27. 27 Dee Price-Sanders 303-252-9829 dee.pricesanders@ngc.com FPLS Roberta Coons (816) 426-2268 roberta.coons@acf.hhs.gov Region VII Let’s Get Fired Up!!! Kansas Case Managers