1. Statewide Directors Meeting March 7, 2012 California Department of Child Support Services

2. Introductions/Housekeeping Lupe Gonzales 2

3. Kathleen Hrepich 3 Opening Remarks Welcome Meeting Overview

4. OCSE Elise Wing 4 New ACF/OCSE Website Grant Opportunities

5. Current OCSE Home Page 5

6. New OCSE Home Page 6

7. January 13 Commissioner’s Chirp 7

8. FY 2012 OCSE Discretionary Grants National Child Support Noncustodial Parent Employment Demonstration Projects  Estimated Post Date: April 28, 2012 Parenting Time Opportunities for Children in the Child Support Program  Estimated Post Date: April 28, 2012 8

9. Administrative Services Update Mark Beckley/ Linda Adams 9 Collections Update Call Center Report Update CalWORKs Redesign Update

10. Statewide Disbursement Unit Cheryl Mello 10 SDU Post-Transition Summary SDU Post-Transition Issues Next Steps

11. SDU Post-Transition Summary Collections/Disbursements Suspended Collections Image Cash Letter processing Staff transitioned from BofA to ACS BofA Electronic Payment Card expiration process Outreach statistics Communication 11

12. SDU Post-Transition Issues ECSS IVR phone transfer Credit card processing Debit block 12

13. Next Steps Weekly Financial Forum Meetings DCSS Project staff monitoring technical/operational issues 13

14. Employer Data Activities Robert Jones Improvement of Employer Data and revising the existing business model to improve customer service and accelerate collections. Four Step approach: Establish new business model Implement changes to CSE Analyze employer data Develop employer outreach 14

15. Employer Data Activities Employer Data Maintenance and Verification (EDMV) Update Pilot completed Roll out in process Approach Implement in 8 phases Support both processes through implementation Confirm LCSA’s position in schedule Conduct pre-implementation meetings Provide User training Go live Phase 1 is underway:  Sutter going live on March 1 st  San Bernardino going live on March 5 th 15

16. Change Requests: CR 2012 – Release 4/15/12  Add Employers to E-IWO - Automates the process of activating OCSE E-IWOs CR 2025 – Release 3/11/12  Improve Employer Match Logic – Requests a number of additional improvements to match logic which will reduce duplicate employers, accelerate IWOs, and collections. CR 2026 – Release 3/11/12  Log Employers Sources – Displays sources and change history for employer records 16 Employer Data Activities

17. Analyze Employer Data Identify composition of employers in CSE to develop data mining and data cleansing strategies which will lead to: Merging of duplicate employers Utility sweeps Evaluating effectiveness of Change Requests Additional Change Requests to enhance match logic 17

18. Employer Data Activities Outreach Ongoing employer outreach includes: Consistent outreach materials and messaging LCSA participation in employer outreach efforts Employer engagement in focus groups/task force Coordinated outreach (Employee Development Department and the SDU) Measuring employer responsiveness, participation and compliance Website improvements 18

19. Employer Portal Employer Portal Project A key initiative and Departmental priority with five main goals: To improve customer service to employers who are partners in obtaining child support and medical support for families. To increase child support collected by employers through income withholding. Deliver wage assignments electronically To increase the number of confirmed employers Reduce misdirected and duplicate employers 19

20. Employer Portal Portal Automated web application that connects to the child support system and provides customer self-service tools. Online registration Employment verification Employer data maintenance Electronic Income withholding orders Employee information submission More actively involve employers in maintaining employer data 20

21. Employer Portal Portal Evaluation Update: Portal Alternative Analysis – November 2011 Directorate Approval for project – December 2011 Requirements Review and Evaluation – February 2012 Vendor Demonstrations – March 2012 Vendor Evaluations – April 2012 Solution Approval – May 2012 W. 21

22. IVR Upgrades 22 End to end review of the ECSS Interactive Voice Response (IVR) system Completion - Target May 2012 Implementation of “On-Hold” messaging Evaluating an IVR Survey Tool

23. Case Management Tool (CMT) Case Management Tool  As is/To be  CMT Beta Team  Next steps 23 Becky Stilling

24. Break 24

25. Program Update Karen Echeverria 25 DRA FFY 2011 Incarcerated Obligors Training Update Customer Terminology

26. IRS Fraud Mary Ann Miller/Becky Stilling 26 Problem ■ Began in September 2011; predominantly in Florida and Texas ■ 58% increase in negative adjustment rates nationwide January-February 2011 over 2010

27. IRS Negative Adjustments 27 FO FMS Cycle FMS Cycle Year 201020112012 FO FMS Cycle FMS Cycle Number Total Adjustment Count Total Adjustment AmountTotal Adjustment Count Total Adjustment AmountTotal Adjustment Count Total Adjustment Amount 14$5,291.210$0.001679 21$4,124.005$5,886.5052,240 32$7,753.003$3,501.0034,470 443$69,178.991$586.004790,076 522$42,348.0073$115,694.492854,577 673$122,294.4935$47,195.444246,297 757$105,746.5149$81,058.1670133,043 876$154,787.60101$128,283.4775117,519 278$511,523.80267$382,205.06271448,901 1,303$1,397,180.291,366$1,265,319.68Sept -Dec 2011

28. IRS Refund Intercept Flow 28

29. Legislative & External Affairs Legislation  2012 – Bill Lists  Legislative Technical Assistance Committee 29 Connie DaMant

30. Child Support Awareness Month Theme  Support Education Committee  Poster and supporting materials  Press release  Director’s Letter 30

31. Program Performance Update 31 Cheryl Stewart

32. 32 Butte County LCSA Performance Improvement Sharon A. Stone Director

33. 33 Round Table/Walk on Items

34. Closing Comments Kathleen Hrepich 34