1. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Focusing Frontline Staff on Performance Goals Carla Smith, Ethan McKinney and Steven Golightly

2. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina WELCOME! Pennsylvania St. Joseph Co., IN LA County, CA

3. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Crawford County, PA  Located in NW PA, Crawford County borders both Trumbull and Ashtabula Counties, OH  2,338 open cases in Crawford County  427,634 open cases in PA

4. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina PA Performance Measures

5. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Cases with Orders  Data Integrity Tasks (DIT)  Data Warehouse Reports (DW)  E-Reports

6. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Cases with Orders continued DW - OCSE 157ADIT List - Pending Complaints

7. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Cases with Orders continued E-Report R606 Pending Paternity and Support Order Actions

8. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina IV-D Paternity Establishment  Paternity Tracking System (PTS)  E-Reports

9. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina IV-D Paternity Establishment continued PTSAOP Form

10. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina IV-D Paternity Establishment continued

11. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Current Support Paid  Parent Support Services Coordinator (PSSC)  Performance Improvement Module (PIM)  Payment Score Calculator (PSC)  Data Warehouse Reports (DW)

12. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Current Support Paid continued PSSC 30-Day Collections increased from 67% to 77% Number of Agreed Upon orders went from 40.70% to 63.12% 60-Day Collections increased from 80% to 84% 90-Day Collections increased from 74% to 84% Proactive vs. Reactive

13. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Current Support Paid continued PIM

14. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Current Support Paid continued PIM Dashboard– Default FilterPIM - Projects PIM (continued)…

15. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Current Support Paid continued PSC Payor Probable Payor Unlikely Payor Very Unlikely Payor 1 2 3 4

16. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Current Support Paid continued DW CURRENT SUPPORT PAID TRACKING Jul-12Aug-12Sep-12Oct-12Nov-12Dec-12Jan-13Feb-13Mar-13Apr-13May-13Jun-13Jul-13Aug-13Sep-13 0% 71 6117611195896871757154576757 <30% 868788354664676364615765737880 30-49% 981051043052106566967717682807873 50-79% 30629830763163205244223240249272280260284303 80-99% 780761882166295385479611685726747762821818843 100% 680690570141012081085984865787739703641597580555 denotes which report was given to workers

17. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Arrears Ratio  Arrears payment notices  First Payment Agreement  Performance Improvement Module (PIM)  Child Support Lien Network

18. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Arrears Ratio continued Initial Conferences Modifications

19. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Arrears Ratio continued First Payment Agreement

20. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Arrears Ratio continued PIM

21. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Arrears Ratio continued CSLN Collections Calendar Year 2013 Payment on Arrears $10,735.84 Crawford Co. $3,088,219.48 PA Workers Compensation Claims $5,978.81 Crawford Co. $612,005.19 PA Life Insurance and Annuity $3,400.00 Crawford Co. $25,175.52 PA Personal Injury Claims $1,588.00 Crawford Co. $2,451,038.77 PA

22. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Office Culture Directors Meetings Staff Meetings BCSE Report Innovative Updates & Procedures DIT, PIM, DW & E-Reports

23. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina St. Joseph County  Located in North Central Indiana on the Michigan Border.  Approximately 16,000 open cases.  Judicial State: Court must enter orders.

24. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Creating a Performance Culture  Educate Elected Officials.  Number of cases likely impacts more constituents than any other issue.  Ties to family reduce recidivism.  Children who are supported less likely engage in crime.  Improved performance = greater service to the community.

25. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Creating a Performance Culture  Educate your staff.  Explain how by focusing on performance you can improve service.  Emphasize how dollars collected go directly to families.  In FFY: 2013 $28,509,039 went directly to families and $318,905.07 went to TANF.  Improved performance = more $$$ directly in households who need it.

26. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Creating a Performance Culture  Utilize any tools you have to track your success.  State Reports  Caseworker Statistics  DPA Statistics  Court Statistics  Celebrate Successes!

27. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Decide Where to Focus  Assess where you stand in the 4 federal performance areas:  Paternity Establishment Ratio  Support Order Ratio  Current Support Collections  Cases Paying on Arrears

28. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Paternity Establishment  We have the most direct control over this performance measure.  BOW Indicator Report (Born Out of Wedlock)  Work this report from beginning to end and repeat.  Correct any indicators that are wrong.  If paternity legally acknowledged by affidavit change the indicator.  Set Paternity Hearings or Stipulation Appointments

29. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Support Order Ratio  Like Paternity can be directly improved by our actions.  New Case/Case Type Change Report  Make sure all new cases have support orders.  This includes divorces.  Parties may have been divorced and not gotten a support order.  Case may have a support order but no one updated your system.  Set any hearings you need.

30. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Support Order Ratio Continued  New IV-D Case Report  If a new case opens, confirm the data is correct.  Was support entered?  Update system correctly.  Set appropriate hearings if no support entered.

31. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Support Order Ratio Continued  No Support Order Report  This is one of our most productive reports.  Yes I talked about it last year!  All cases where paternity is established; legal, affidavit or court order but no support order.  Have a supervisor work this report.  Update BOW indicator, set court dates, set stipulation appointments.  Started with 5500, last year down to 700 and now down to 400 cases w/o support orders.

32. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Current Support Collections  Not Paying in Full, but paid within last 30 days.  This is an NCP who is willing to pay, caseworkers to review why not meeting full amount.  Issue EV to determine if wages justify support order.  Does NCP have multiple orders?  Employer submitting wrong amounts?  Tip Income position?  Other targeted enforcement.

33. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Cases Paying On Arrears  Cases that have not paid in 1 fiscal year.  Non-Payment Letters  Collection Calls  Administrative Enforcement  Administrative Hearings  Judicial Enforcement (per State Law)  Repeat until compliance

34. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Cases Paying On Arrears  Cases with a $0.00 support order and owe arrears.  Cohabitation Order or Incarcerated  Stipulation to Zero Arrears due to in-kind or direct support.  IWO to Prison for minimum amount on arrears.  SSI Case = Close!

35. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Modification Program  Federal Requirement is:  If Active TANF and no review in the past 3 years.  Party Requests Modification and no review in the past 3 years.  Parties do not have to provide evidence of a substantial change if the order hasn’t been reviewed in 3 years.

36. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Modification Program  Nothing stops you from doing more.  3 years is a long time for many of our participants.  Indiana Law allows for modification 1x per year with 20% change in support order or anytime there is a substantial change in circumstances.  Check your State Law and see what is the minimum time an order must be in effect.

37. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Proactive Modification Program  Develop a proactive modification program.  Consider your resources  Court’s resources  Procedures you can implement to streamline.

38. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Proactive Modification Program  SSI  SSD  Prison  Co-Habitation  Oldest Child Emancipates  Reported Substantial Change

39. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina SSI Modification  Streamline a process for SSI Modifications.  SSI modifications we file to modify to $0.00 and then Close.  Motion and proposed order, no hearing unless objection.  Wait the appropriate time under your trial rules then submit the Order. Our Court approves typically in 7-10 days.

40. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina SSD Modification  SSD Modifications  File a Petition when the NCP files for SSD. In Indiana this preserves the retroactive date for the modification.  SSD Income plus any derivative benefit the child or children receive.  Lump sum custodian received credit off the arrearage. Ongoing overage credit off the arrearage.

41. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Prison Modification  Prison Modifications  We do these like our SSI Modifications.  Petition, Proposed Order, no hearing unless of objections.  Only objections are other income.  We have had a few, an NCP with book royalties and an NCP with a monthly payment from an annuity.

42. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Cohabitation Modification  Parties living together, sharing expenses but not married.  Agreed deviation off the worksheet to zero based on direct support, so long as not on TANF.  Address arrears, may be zero if direct support was going on in the past too.  Payment arrangement for any TANF arrears prior to cohabitation.

43. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Oldest Child Emancipates  In Indiana the emancipation age is now 19. (used to be 21)  Support Orders for multiple children are entered en gross.  When oldest child turns 19 on an en gross order we file petition to modify on our own.  Recalculate support only for remaining un- emancipated children.

44. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Substantial Change  Can modify in Indiana at any time with a substantial change in circumstances that makes the prior support order unreasonable.  Caseworker determines if substantial change is a possibility and sets a Modification Stipulation appointment.  DPA determines if it is appropriate to modify based upon this.

45. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Substantial Change  Examples of Possible Substantial Change:  New Child  Change in Income/Job Loss  Emancipation of a child  Custody Change  Dramatic parenting time change  Any other change deemed substantial.

46. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Substantial Change  DPAs Decide  Our policy is the caseworker sets the appointment on good faith belief it may apply.  DPA conducts interview with parties and completes worksheet and makes decision to go forward or not.  These require your DPAs to make judgment calls.

47. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Benefits of Proactive Mods  Correct Orders are entered.  More likely to pay correct order.  Higher percent of current support can be more reasonably collected.  More regular amount for Custodial Parent to budget.  Less time spent chasing people who want to pay.  Enforcement actions more justified.

48. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Court Time Issues  We were set out 3 months for most hearings.  Court gives us a lot of time, could not give us more.  We had to look at what we could do in office to improve results.

49. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina In Office Programs  Created in office Modification Stipulations  A scheduled appointment with a DPA.  Also better customer service than Court.  Created in office Administrative Reviews for enforcement.  Fulfills OCSE AT-12-01 – Case Screening  Now Court is set out 4-6 weeks.  This is the perfect time for service issues.

50. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Los Angeles County Demographics  Los Angeles County’s population is larger than the population of 43 individual states in the nation.  Most populous county in the nation with close to ten million people.  Los Angeles is home to people from more than 140 countries, who speak at least 224 languages and dialects.

51. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Los Angeles County, CSSD  Caseload Size: 290,000  Caseload Per Worker : 800  Staffing o 1,523 Authorized Full Time Equivalent  Total CSOs (All Classes)1014  Clerical225  Attorneys: 94  Other190 o Offices = 7 Public Contact and 3 Support Buildings

52. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Focus By Year  2010: Arrears FPM and Case Ownership Model  2011: Establishment FPM/Total Collections  2012: Establishment FPM/Total Collections  2013: Current Support FPM  2014: Distributive Collections and Predictive Analytics

53. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Creating Change  Philosophical Change o New Mantra  Decisions based on data o Monthly Performance Stats Review (CSTATs) o CSTATS Tents:  Accurate and timely data  Regular meetings to share, discuss, review  Adopt problem solving model  Maximizing Strengths and Minimizing Weaknesses o Be big but think small o Functional vs. Case Ownership o Automation

54. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Creating Change  Case Ownership o Personal Responsibility o Customer Service o Knowledge and Understanding  Performance measure understanding down to the line level o Self Prioritization o Management System  Focus Energy o One measure, one issue at a time o Refine and then refine again

55. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Targeting Establishment  Process Review o Look for useless or redundant steps to remove o Limit rework  Target Early Locates o At case opening, utilize as much locate options as available to create the S&C  Review Process Server o Critically assess their results and your interaction with them  Identify Every Case and their Status in the Process o Find the cases that have fallen through the cracks

56. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Targeting Establishment  Targeted Review o Look at unique segments of the caseload for specific actions. etc.  Performance Reporting at the CSO Level o Child Support Professionals have the most control over this FPM.  Training, Training, Training

57. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Targeting Arrears  Stern Letter Invitations  Auto-Dialer Campaign  Arrears Days

58. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Targeting Arrears  Negotiations Campaigns  Case Closure  Special Lists

59. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Mass Mailings  Last Chance Letter  Final Opportunity Letter  Fresh Start Letter  Fair Help Letter  First Chance Letter

60. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Encino First Chance Letter April Judgments data: 252 TMSO judgments 143 cases with payment data per July caseload data 57% payment rate after 90 days May Judgments data: 246 TMSO judgments 159 cases with payment data per August caseload data 65% payment rate after 90 days

61. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Additional Tools  Director's Message  Centralized Mailroom  Strong Locate Tools  Predictive Analytics

62. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Questions?

63. ERICSA 51 st Annual Training Conference & Exposition ▪ May 18 – 22 ▪ Sheraton Greensboro ▪ Greensboro, North Carolina Contact Information Carla Smith carlasmith@pacses.com Ethan McKinney, DPA Child Support Director St. Joseph County Prosecuting Attorney’s Office 227 W Jefferson Blvd South Bend, IN 46601 emckinney@stjoepros.org 574-235-5023 (this is direct line but prefer email as email is checked whether at work or not) Steven Golightly steven_golightly@cssd.lacounty.gov 323-889-3400