Statewide Directors

Meeting

January 18, 2012

California Department of Child Support

Services

2

Welcome and Opening Remarks

Kathleen Hrepich

3

Administrative Services Update

Mark Beckley

Budget Update Call Center Project Update

4

Mary Ann Miller

Executive Programs

MGT Update Genetic Testing Contract

5

Statewide Disbursement Unit

Gail Overhouse

KidStar Training Outreach SDU Transition

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Outreach Email, postcards, letters to CP’s, NCP’s and

Employers have started

Special flyer on EPC changes sent in early January with the Barnes’ notices

Outreach results to date

KidStar Training T4T completed in December LCSA staff training occurring in January Userids for KidStar access will be distributed

mid-January

SDU Transition February 6 cutover “Go” approved

Cutover activities underway, including:- EPC cards being sent January 17 - 24- IVR and SDU website changes

CSE system unavailable Friday, February 3 @ 8 pm through Monday, February 6 @ 6 am- Appropriate messages being developed for

ECSS IVR and Customer Connect- List of other services (both available and not

available) will be sent to the LCSAs

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8

Deferred Functionality:- Image correspondence- Population of the CSE Logical Collection

Detail screen

Additional Support after Transition:- Daily conference calls for LCSA staff with

DCSS SDU Transition Team starting on day 1 of cutover

- Additional DCSS & LCSA staff available to assist the SDU with suspense items

- ECSS, Public Inquiry and State Help Desk staff getting trained on possible customer issues and how to provide assistance

(SDU Transition cont’d)

9

Program Update

Karen Echeverria

Plan of Cooperation Incarcerated

Obligors Statewide Training

10

Systems Update

Becky Stilling

CSE Performance Status of CSE Governance

Improvements Results of Open Window Workflow Automation Information Security Office

Changes

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12

FFY 2011 Child Support Program

Accomplishments and Awards

Kathleen Hrepich and

Regional Administrators

13

FFY 2011 was a year of many successes for California’s Child Support Services Program:

Program performance continues to rise Data reliability audit was passed for FFY 2010 Many partnerships improved program efficiency and

effectiveness DMV Query Tool The Work Number Insurance Match Program – 50 new participating

insurance programs in California this year Usability workshops Employer data improvements Child Support Guidelines and Guideline Calculator IV-A/IV-D Partnership

Major automation transitions were accomplished Customer access to Child Support Services continues to

improve through automation

Child Support Program Accomplishments

14

Top Performing LCSAs(by Caseload Size)

15

Most Improved LCSAs in Overall Performance

(by Caseload Size)

16

Most Improved LCSAsin Distributed Collections

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Performing LCSAs

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19

Break

20

Performance MeasuresWhere We’ve Been – Where We’re Going

2012 Performance Management Plan Highlights

Mary Ann Miller

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2012 Performance Management Plan Highlights

Focus on Collections and Efficiencies

Goal 4

Increase the amount and quality of EDD data

Develop strategies to intercept gambling winnings

Automate The Work Number match program

Develop Department of Industrial Relations Workers’ Compensation policy, procedures and training

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(Goal 4 cont’d.)

Implement recreational license suspension program and explore future program improvements

Expand employer data management and verification process statewide

Review COAP and other approaches to support opportunities to compromise arrears

Complete revisions to review and adjustment regulations

Develop marketing program for non-IVD outreach

Develop business analytics and stratification strategies

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(Goal 4 cont’d.)

Complete design and develop plan to implement an employer portal

Develop and deliver training on bankruptcy, credit reports and FIDM/MSFIDM

Promote low income adjustments to the child support guidelines recommended by the Guideline Study Workgroup

Expand the provision of cell phone numbers of obligors with arrears to LCSAs on a regular basis

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Goal 5

Identify and plan implementation of e-e-Correspondence applications

Expand the use of shared services for call centers (Call Center Improvement Project)

Improve testing and training by establishing two new CSE environments

Implement a data warehouse

Implement CeRTNA (electronic lien delivery)

Implement OCSE State Services Portal (SSP)

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Performance Improvement – Collection Strategies

Vickie Contreras

32

Collection HighlightsMary Ann Miller

The Work Number—Oct-Dec 2012$243,394

SSA—FFY 2011 (23% over 2010)$68,661,475

Thrift Saving Plan (TSP)—Total collected

$3,538,621Decision letters

$1,129,850

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San Bernardino’s Effective Collection Activities

Connie Brunn

SAN BERNARDINO DCSSWIDE WORLD OF SUPPORT

Spanning the County to bring our customers the constant satisfaction of quality child support services…competing to experience the thrill of providing children with the support they need… and the excitement of watching our department’s performance improve. This is San Bernardino County Department of Child Support Services’ Wide World of Support.

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SBDCSS WIDE WORLD OF SUPPORT

Ongoing Initiatives• Early Court Intervention• Dialing for Dollars• Just Ask

Augmented Initiatives• Specialized Enforcement• High Impact Cases

Project

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SBDCSS WIDE WORLD OF SUPPORT

New Initiatives

• Modification Initiative• Contempt Initiative• Arrears Day at DCSS• Managers Initiative• Madera County Locate

Partnership

37

Santa Barbara’s Increase in Collections

Carrie Topliff

Highlights of a Successful Year

FFY 2011

Department of Child Support Services

County of Santa Barbara

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Focus on Results

• Call Center – Ventura County!• Outbound Dialing – Los

Angeles County!

• Moving Ahead• Counting What

Counts

TeamworkSkilled Casework

Help From Our Friends

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2010

107.8 %

85.3 %

57.1 %

62.1 %

PATERNITY

CURRENT ORDERS

CURRENT SUPPORT

ARREARS

2011

107.6 %

88.9 %

59.3%

63.6 %

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Counting What CountsGoal #1: 100%108.3% Goal #2: 85.3% Goal #3: 58.1% Goal #4: 63.1% Goal #5: $3.00 Goal #6: $27,049,471

Paternity Rank: 37 Orders Rank: 40 Current Support Arrears 24 Cost Effectiveness Collections Goal (100%)

# paternities established/acknowledged # orders established % of current paid Rank: 32 # cases newly paying Collections / ExpensesTarget Achieved State PEP % Target Achieved % per 1257 Target Achieved Target Achieved Target Achieved Target Achieved

Oct 0 23 n/a Oct 150 53 85.3% Oct 55.4% 56.5% Oct 2962 2959 32.8% Oct $3.00 $2.20 Oct $2,043,530 $2,100,535 102.8%Nov 255 226 60.3% Nov 150 101 85.8% Exceeds goal! Nov 55.8% 58.6% Exceeds goal! Nov 540 792 40.5% Nov 3.00 3.11 Exceeds goal! Nov $1,892,342 $2,194,479 116.0%Dec 255 308 91.9% Dec 150 76 85.9% Exceeds goal! Dec 56.2% 59.3% Exceeds goal! Dec 400 560 45.6% Dec 3.00 3.05 Exceeds goal! Dec $2,281,681 $2,154,924 94.4%Jan 255 170 85.4% Jan 150 90 86.0% Exceeds goal! Jan 56.6% 58.8% Exceeds goal! Jan 370 327 48.2% Jan 3.00 3.01 Exceeds goal! Jan $1,879,997 $2,131,548 113.4%Feb 255 160 83.9% Feb 150 106 86.2% Exceeds goal! Feb 57.0% 58.6% Exceeds goal! Feb 370 320 50.7% Feb 3.00 3.06 Exceeds goal! Feb $1,945,274 $2,208,758 113.5%Mar 255 295 76.1% Mar 150 145 86.4% Exceeds goal! Mar 57.2% 59.3% Exceeds goal! Mar 355 429 54.1% Mar 3.00 3.66 Exceeds goal! Mar $2,811,380 $2,684,926 95.5%Apr 255 228 94.9% Apr 150 97 86.7% Exceeds goal! Apr 57.9% 59.2% Exceeds goal! Apr 340 296 56.3% Apr 3.00 3.29 Exceeds goal! Apr $2,709,314 $2,320,645 85.7%

May 255 333 101.9% May 150 87 87.1% Exceeds goal! May 58.1% 59.6% Exceeds goal! May 340 317 58.5% May 3.00 2.33 May $2,248,392 $2,601,280 115.7%Jun 255 239 102.2% Jun 150 126 88.1% Exceeds goal! Jun 58.1% 60.2% Exceeds goal! Jun 340 238 60.0% Jun 3.00 2.75 Jun $2,589,412 $2,414,179 93.2%Jul 255 Jul 150 Jul 58.1% Jul 340 Jul 3.00 Jul $2,118,925

Aug 255 Aug 150 Aug 58.1% Aug 340 Aug 3.00 Aug $2,203,196Sept 255 Sept 150 Sept 58.1% Sept 340 Sept 3.00 Sept $2,326,027YTD 2040 1982 YTD 1350 881 88.1% YTD 59.6% YTD 6017 6238 Exceeds goal! YTD 3.00 2.88 YTD $20,401,322 $20,811,274 102.0%

EnfSB 62.8% EnfSB 62.9% Exceeds goal!

EnfSM1 60.8% EnfSM1 62.4% Rank determined annually onlyEnfSM2 61.2% EnfSM2 60.6%

UIFSA 52.3% UIFSA 59.1%

Achievements by Team Special 51.0% Special 42.7%PAT e

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Data Source --> Kryder report CMT CMT CSE UTL-202 DR / Kryder McLaughlin CMT CMT CMT CMT CMT CMT

"DAX 4636" from Top 5 LCSA Secure Website McLaughlin CMT IT database

Reporting Responsibility --> Topliffe Maiden Topliffe Alvarez / Reis

June Office Professionals 30

2011 Case Creation 2 17 20 5Establishment SB 16 42 13 27 26 52 56 -2,662Establishment SM 22 83 16 67 67 202 223 1 4,623Program & Perf. Management 27Supervisors/Srs/Mgrs 13,524Special Projects 11 1 23 16 15 155 166 45 $1,980 $3,531 50,122Enforcement SB 12 3 27 45 6 106 123 37 $22,047 $13,406 812,573Enforcement SM 1 20 19 70 7 93 69 24 696,761Enforcement SM 2 21 1 18 63 2 59 55 7 $6,552 $2,451 883,417UIFSA 13 15 1 46 31 4 129,646Accounting $25,134Attorneys 525IT team 121

31 -7 -109 1 13,275Total 160 130 52 87 303 0 0 31 730 743 123 $30,579 $19,388 $2,601,280 525 $25,134 121 Santa Barbara's

CA rankYTD Office Professionals 210 Average of Perf Measures #1 - #4

Case Creation 7 3 3 17 5 208 171 71Establishment SB 94 140 56 134 164 3 388 407 3 1,650 Oct 44Establishment SM 131 469 135 589 541 1155 1040 23 20,138 Nov 42Program & Perf. Management 156 183 Dec 40Supervisors/Srs/Mgrs 1 2 12 1 1 109,314 Jan 41Special Projects 77 4 76 104 32 79 1071 1117 236 $1,984 $3,531 1,047,949 Feb 41Enforcement SB 91 12 216 587 4 5 46 1190 1035 358 $39,368 $24,389 5,779,403 Mar 40Enforcement SM 1 133 11 240 540 41 40 1090 833 317 $243 4,892,285 Apr 41Enforcement SM 2 117 7 179 610 29 33 702 594 174 $9,894 $5,409 5,472,981 May 41UIFSA 19 7 71 113 4 5 343 228 52 $2 1,006,983 Jun 36Accounting $182,618 JulAttorneys 518 2602 AugIT team 1056 Sept

61 129 -864 118 18 -107 66,391Total 887 655 533 658 2789 113 23 619 6148 5609 1234 $51,491 $33,329 $18,397,095 2602 $182,618 1056

Office Professionals: Jeff Alvarado, Rachelle Baker, Leanne Baldwin, Karla Calderon, Lorena Diaz, Robin Hanshaw, Janice Hurdle, Sharon Lewis, Special Projects: Maria Anderson, Susi Brown, Ana Chavez, Diana Estrada, Mario Lopes, Monda Silva, Carmen Solis, Lisa Tanore

Aimee Lopez (CSO in training), Rosa Lopez, Roger Lulow, Laura Lyons, Irma Mera, Sierra Meza, Melissa Solorzano, Edit Soto Enforcement SB: Angela Bevilacqua, June Dupre, Berta Garfias, Jerry LaSuta, Sally Padilla, Emily Salgado, Susana Salgado

Case Creation: Lisa Acosta, Melissa Alvarez, Nadine De Anda, Maria Hernandez (CSO in training), Maria Hosch Enforcement SM 1: Rosie Castillo, Josie Felix, Amanda Gonzales, Blonde Jones, Carrie Lopes, Carlos Quezada

Establishment SB: Denise Bowles, Rocio Ramirez, Lucy Reyes Enforcement SM 2: Grace Aguilera, Jeanette Brown, Sarah Hilario, Sherri Marmolejo, Dolly Motley, Martin Nava, Lupe Patlan

Establishment SM: Larissa Burke, Cristy Costa, Ericka Galvan, Arlene Herrera, Jennifer Shaw, Yesenia Placencia UIFSA : Sharon Amott, Patsy Lopez

Program & Perf Mgmt: Tammy Centeno, Lupe Cuevas, Monica Gagliardini, Molly Gonzalez (CSO in training), Anne Ortiz, Hunter Quinn Accounting: Jamie Bojorquez, Arlene Chavez, Diamond Galarza, Chris Hackett, Mindy Lau, Cindy Pyle, Mari Rodriguez

Supervisors/Mgrs: Maria Aguila, Elaine Chatterley, Graciela Diaz, Martha De La Mora, Juanita Hernandez, Joni Maiden, Helen Martin, Attorneys: Kelly McLaughlin, Stacie Rappleye, Jane Wierda

Tony Mohammed, Shirley Moore, Carrie Topliffe, Mary Vidmar, Teresa Washington IT team: Iram Alvarez, Phil Kryder, Chris Reis

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FIDM/MSFIDM Strategy

Mary Ann Miller

Sending Levies in Initiating Cases

Manual Processing Results

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Sending Levies in Initiating Cases

Pros CA DCSS is the only agency with FIDM

information Many states do not diligently work

MSFIDM Cons

Responding states may react negatively

NCP’s account may be hit by two states

Test via manual processing

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Manual Process

1. Review OCSE quarterly file* containing participant, financial institution, account type and balance

2. Decide whether to send a levy and at what point the other state will be notified

3. Follow FIDM rules for sending OTW or EOTW

*1st Quarter 2012 OCSE file available February 2012

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San Diego

Levies issued

204 Payments received

42 Total collected

$30,358 Largest payment

$6,769

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Sierra Nevada

Levies issued

155 Payments received

20 Total collected

$17,394 Largest payment

$10,135

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Collection Strategies

LCSA Roundtable Discussion

Vickie Contreras

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Closing Comments

Kathleen Hrepich