roberta coons dee price sanders picture perfect caseload/case management “let’s get fired up”

Roberta CoonsDee Price Sanders

Picture Perfect Caseload/Case Management

“Let’s Get Fired Up”

WHAT IS CASELOAD MANAGEMENT?

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

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Why Caseload Management?

Supply and Demand‘Demand for child support services and your

ability to provide timely results for families’

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Key Benefits of Caseload Management

Satisfied customers =Less calls and fewer complaints Leaving more time for casework Happier families

Job satisfaction for workersSmall changes equal BIG results

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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’

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‘Use the ICE Principal’ I = Insulate

C = Concentrate

E = Eliminate

A Caseload Management Principle

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The ICE Principal

InsulateIt is important to insulate yourself and become selectively unavailable.

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The ICE Principal

ConcentrateBlock out time to concentrate on “A” category things.

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EliminateAvoid and eliminate non-essential activities.

The ICE Principal

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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

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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

Improves performance measures

Increases incentives

Removes uncollectible debt

Improves self assessment

Focus on cases with potential for support

Reduces interface processing fees

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Benefits of Accurate Case Closure

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!

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FPLS role in Case Management

Provides Information: Employment Retirement Residence Assets Disability Death

FPLS INFORMATION

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$$$$

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FPLS PROCESSING

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

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FPLS INFORMATION

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

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FPLS PROCESSING

Residence Information Can a U.S. mail letter be eliminated? Is there a different action that can be

taken? Service of Process

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FPLS INFORMATION

Self-employed AWR – Annual Wage Report

Unemployed UI – Unemployment Insurance

Retired SVES – State Verification and Exchange System DoD – Department of Defense

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Self-employed Subpoena? State Revenue Match? ???

Unemployed IWO? UIFSA?

Limited Service?

Review and Adjustment?

Retired IWO?

FPLS PROCESSING

FPLS INFORMATION

Disabled SVES - State Verification and Exchange System

VA - Veterans Affairs

Assets MSFIDM - Multistate Financial Institution Data Match

Insurance Match

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Disabled IWO? Review and adjustment? Case closure?

Assets Lien and Levy?

FPLS PROCESSING

FPLS INFORMATION

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

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Deceased Case closure?

Incarcerated Review and adjustment? Attach inmate account? Locate lead? Case closure?

FPLS PROCESSING

FPLS

FPLS Processing

Automated Processes‘Let the FPLS and your state system work FOR you’

CSE

DocGen

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Comments/Questions

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CONTACT

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Dee Price-Sanders

303-252-9829

dee.pricesanders@ngc.com

FPLSRoberta Coons(816) 426-2268

roberta.coons@acf.hhs.gov

Region VII

Let’s Get Fired Up!!! Kansas Case Managers