Early Intervention Process (EIP)

1. Early Intervention Process (EIP) Presenter: Tanguler Gray-Johnson & Toni Smiley Presentation to: DCSS Managers & Supervisors Date: April 2, 2012 Georgia Department of Human Services

2. Vision, Mission and Core Values Vision Stronger Families for a Stronger Georgia. Mission Strengthen Georgia by providing Individuals and Families access to services that promote self-sufficiency, independence, and protect Georgia's vulnerable children and adults. Core Values • Provide access to resources that offer support and empower Georgians and their families. • Deliver services professionally and treat all clients with dignity and respect. Manage business operations effectively and efficiently by aligning resources across the agency. • Promote accountability, transparency and quality in all services we deliver and programs we administer. • Develop our employees at all levels of the agency.

3. Education Non Custodial Parents (NCP) and DCSS Contact Center staff Traditional (core) services Outreach services Fatherhood Problem Solving Court Access & Visitation Community Outreach Intense monitoring of new support orders for 60 days Orders established by DCSS Orders new to DCSS Goal (s) and hypothesis Increase current support paid Increase soft glove approach (respond early to changes in circumstances) Decrease adversarial approach Decrease overall enforcement processing time frame Direct and personal NCP contact phone calls 10 days before the first payment and 10 days after the first payment is due Purpose and Benefits

4. EIP Calls and Reporting • DCSS Contact Center • Agent (Advanced level) • Case Management Experience • EIP outbound calls • Outreach inbound calls • Pre Due Date Calls • 10 to 15 days prior to the first due date • Pre call status script • Post Due Date Calls • 10 to 15 daysafter missing the first payment • Post call status script • Reporting • $TARS Ebill EIP report (SIDJ017M ) • Identifies newly established orders for current month • replaces monthly EIP log previously maintained by local offices

5. Case Action Log Contact Center Agent (Advanced level) Beneficial case management info Locate Default orders Changes in circumstances, etc Early Intervention Process NCP address screen Customer service screen Coding Successful (Call Successful S) calls are defined as: Speaking with the NCP, or NCP returns call to the Contact Center No Contact(No Contact N)calls are defined as: Placed call and did not speak with NCP Left message for NCP Unsuccessful(Phone Number is not good P)calls are defined as: Telephone number disconnected or changed Placed call and advised the number is incorrect If no number for the NCP exists in $TARS $TARS Documentation

6. Local Office Actions (Follow up) • Upon reviewing the Oscar/NCP Alpha Report (ENF info removed from SOP) • Educate NCP on payment options available • Determine NCP eligibility for the Fatherhood Program • Remember that upon 60 days of delinquency • Notice of intents, suspensions, and releases are now initiated automatically • Driver’s license when active that meets the required case conditions • Upon 90 days of delinquency, local office agent will begin contempt process based on local office procedure.

7. Forms

8. Early Intervention Process Questions Answers