HEARTY TIPS FOR IMPROVING YOUR PERFORMANCE

1. CFSC Conference June 4, 2013 Mike Erickson and Larry Desbien HEARTY TIPS FOR IMPROVING YOUR PERFORMANCE

2. Understanding of percentage of current support collected performance measure. • Understanding of what is known about obligors who don’t pay their current child support. • Discuss the specific strategies that can be used to improve performance. WORKSHOP OBJECTIVES

3. Why is this Performance Measurement important? Focus of the workshop: Increasing percentage of current support collected

4. Steady improvement from 2005 – 2011 • Decrease from 2011 to 2012 2005 Current support dollars collected = $181.3 million 2012 Current support dollars collected = $234.1 million, 29% increase 2005 Current support dollars owed = $313.1 million 2012 Current support dollars owed = $372.6 million, 19% increase

5. 2013 PERFORMANCE • $79.2 million in current support collected Jan-April, 3% increase • $126.6 million in current support owed Jan-April, 3% increase • Through April, what would have been needed be at 64.3%? • $2.2 million more in current support dollars collected, or • $3.4 million less in current support dollars owed, or • Combination of collecting more dollars and less current support owed.

6. Decreases in income withholding order (IWO) $’s from December to January reduced current support dollars $800,000 statewide and $400,000 in El Paso County. • DFAS was the primary cause, 1,599 payments. • Family Support Registry solution. • IWO $’s from employers that withhold weekly and bi-weekly result in less than full current support dollars. • Negative impact to custodial parties, obligors and our performance. • Automated change to Income Withholding Order solution. What have we learned to improve performance?

7. Of the 31,403 cases with no payments toward their current child support obligation in March of 2013 what do we know about the obligors? • 22,333 have a verified address (71%) • 22,542 have a phone number (72%) • 6,237 have an active in-state Income Assignment (IA), 20% What have we learned to improve performance?

8. Of the 31,403 cases with no payments toward their current child support obligation in March of 2013 what do we know about the obligors? • 596 cases with an active one state IWO (2%) • 2,754 have a verified employer, but no IWO (9%) • 1,101 have a verified out of state address with no active interstate action and no IWO (4%) What have we learned to improve performance?

9. Of the 31,403 cases with no payments toward their current child support obligation in March of 2013, when did they last pay current support? • 5,405 last paid current support the previous month (17%) • 3,960 last paid current support 2-3 months ago (13%) • 3,450 last paid current support 4-6 months ago (11%) • 4,196 last paid current support 7-12 months ago (13%) • 9,268 of them have NOT PAID current support from January 2010 to the present (30%) What have we learned to assist in improving performance?

10. Enhancements to the billing coupon process to ensure obligors consistently receive them. • Developing a new caseload management tool (county and tech totals) called “Flash Card” in CSe tools to assist with identifying areas in need of improvement. STATE INITIATIVES TO IMPROVE PERFORMANCE

11. Sub-group of the Enforcement Task Group is reviewing all informational resources available at the worker level to develop a model of what needs to be worked each month: • Training will be provided on the new model. • Delete unnecessary and duplicative informational resources. • Training will be provided on caseload management steps to ensure the amount of current support owed appearing on the ledger is as lean as possible. STATE INITIATIVES TO IMPROVE PERFORMANCE

12. A philosophy for managing cases based on: • Intervening early in a case to prevent disaster. • Regular, direct and personal contact with obligors. • Primarily by telephone. • Building a mutually cooperative relationship with obligors. • Removing barriers to regular payment whenever possible. • Concentrating on promoting the regular, consistent payment of CURRENT support. • Takes a little extra effort on the part of the county CSE office. WHAT IS EARLY INTERVENTION ?

13. Best method: • Telephone • Next most effective: • E-mail • Less effective: • In person meeting • Least effective: • Letters OBLIGOR CONTACT

14. Early in the case. • Intake • Establishment • Early in enforcement. • Before delinquency • Before delinquency gets out of control • Early after change in circumstances. • Review and Adjustment • Proactive INTERVENING EARLY

15. CSE’s primary responsibility is to collect current support; to create a steady stream of consistent support payments upon which families can depend. Early Intervention tactics and philosophy can be a major tool in achieving that goal. Requires a little extra effort on the part of the county CSE office. PURPOSE

16. A DETAILED LOOK AT EARLY INTERVENTION ELEMENTs

17. Obtain every piece of information possible from the applicant for services. • Cell, home, work telephone numbers, E-mail addresses. • Not just for obligor, but for friends and family members. • Obtain complete and clear affidavit of direct payments. • Obtain social networking information for obligor. • Obtain data on obligor’s interests/hobbies/clubs. • Obtain data on barriers obligor may be facing. • 1st action, contact the obligor and invite participation and cooperation. • Frankly inform obligor that support services have been requested and in a spirit of mutual cooperation, invite the obligor to participate and offer meeting or assistance. INTAKE

18. Use Work Lists to identify cases. • Contact obligor immediately, by telephone or E-mail, after case received in enforcement unit. • Invite participation and cooperation • Educate about what can happen and about obligor responsibilities. • Offer assistance with barriers. • Discuss arrears compromise (lump sum payments, reduction in balances for extended periods of compliance, etc.). • Create mutually cooperative relationship. ENFORCEMENT – New case

19. There are multiple situations where technicians need to act on an existing enforcement case. There are also multiple ways to effectively apply Early Intervention for a positive impact. The problem is locating and identifying the enforcement cases that need attention. ENFORCEMENT Actions – existing case

20. Most important cases to be reviewed are those with no MSO paid in the previous month: • Verified address, a verified tel # and a valid e-mail address. • Verified employer, with either an active IWO or no active IWO. • Verified out-of-state address, no interstate action, no active IWO. • Verified out-of-state address, active interstate action, no active IWO. • Verified out-of-state address, active interstate action, active IWO. • No obligor SSN or no verified obligor SSN. ENFORCEMENT- which cases?

21. How can these case be found? Work lists from Dashboard and e-tools! Create work lists on the Dashboard using the right parameters to isolate only the cases that need to be worked. The next slides are examples of work lists. Enforcement – locating the cases

22. To isolate cases with no MSO paid, verified empl, no active IWO, create a list using the following “Tags” (the “Tags” will exclude): • Current MSO paid • 60 day closure started • Active IWO • Bad NCP phone • Bad CP phone • DOC • The resulting list would be cases where: • The employer needs to be contacted and/or an IWO issued. • If employer is bad, and has no forwarding info, then obligor should be called, and possibly, the obligee. EXAMPLES OF Enforcement work lists

23. To isolate cases with no MSO paid, verified obligor addr, no active IWO, no verified employer, create a list using the following “Tags” (the “Tags” will exclude): • Current MSO paid • 60 day closure started • Active IWO • Bad NCP phone • Bad CP phone • Bad NCP address • Cases already in contempt • Bankruptcy • The resulting list would be cases where: • Some aggressive manual locate, possibly using the State Services Portal, should be used. • The Obligor needs to be called, and possibly, the obligee. • Depending upon results of telephone call, case should be reviewed for contempt. Examples of Enforcement work lists

24. To isolate cases with no MSO paid, verified obligor addr out of state, with no active IWO and no active interstate actions, create a list using the following “Tags” (the “Tags” will exclude): • Current MSO paid • 60 day closure started • Active IWO • Bad CP phone • Bad NCP address • The resulting list would be cases where: • The obligee should be called to find an e-mail or telephone number for obligor. • If obligor can be called, obtain employment info, offer assistance with barriers. • Regardless of the outcome of the above contacts, an interstate action should be initiated. Examples of Enforcement work lists

25. Are there cases sitting out there that can be closed? Are there cases where obligor is reachable and has not been called? Are there cases where employers are good but no IWO has been issued? Are there cases where the employer and/or obligor address need to be marked bad and aggressive manual locate used? Are there cases where every locate opportunity has not been used including contacting obligee? General actions after work lists are pulled

26. To identify cases so that: • Obligor can be called and offered assistance with barriersand arrears compromise (lump sum payments, reduction in balances for extended periods of compliance, etc.) can be discussed. • Obligee and other family or friends can be called to find locate info or other locate sources used. • IWOs can be issued. • Interstate actions can be initiated as appropriate. • Cases can be closed as appropriate. Reasons for work LISTS

27. Call employers because: • Employers unsure of how to withhold can be educated, • Employers who refuse to withhold correctly can be reviewed for contempt, • Payments that have been remitted but not credited can be researched, • If obligor is unemployed, locate info can be can be obtained including possible other employers. • Follow-up is vital and Work Lists make it possible to do so in an efficient manner. • Telephone calls save time. More reasons for work lists

28. Multiple orders: • Work with obligor on reasonable MADs (arrears payments). • Discuss arrears compromise (lump sum payments, reduction in balances for extended periods of compliance, etc.). • Discuss Review & Adjustment. • Review & Adjustment: • Contact obligor, by telephone or E-mail, and explain necessity and benefits and potential drawbacks. • Initiate. More actions after work lists are pulled

29. Delinquency: • Use Work Lists to locate cases where MSO has not been paid. • Contact obligor immediately, by telephone or E-mail, when case becomes delinquent. • Explain what can happen. • Offer assistance with barriers. • Discuss arrears compromise (lump sum payments, reduction in balances for extended periods of compliance, etc.). • Locate: • Contact obligor Immediately, by telephone or E-mail, when locate information received about job loss or change. • Explain what can happen. • Offer assistance with barriers. ENFORCEMENT action summary

30. Use Work Lists to identify cases to work. • Basically the same process as with establishment: • Proactive contact to the obligor, by telephone or e-mail. • Set hearings/conferences for mutually convenient times. • If possible legally and safely, include both parties at hearing/conference. • Reminders, by telephone or E-mail, of hearings/conferences. • Make every effort to use current, actual, true information. • Proactive follow-up for educational purposes. • Offer assistance with barriers. • Takes a little extra effort on the part of the county CSE office. REVIEW & ADJUSTMENT

31. Parenting time/visitation Employment Transportation Restitution and other legal fees. Language Enforcement actions The next slides address obligor barriers and county responses. ASSISTANCE WITH BARRIERS

32. Refer parties to mediation. • County CSE office should proactively work with the Office of Dispute Resolution (303-861-1111 orwww.courts.state.co.us/Administration/Unit) to: • Establish discounts or free services. • Establish court ordered parenting time. • Perhaps provide minor training for CSE staff. • County CSE office should research private mediation to offer to parties. • Research can locate various free or discounted private mediation services or outreach. • Takes a little extra effort on the part of the county CSE office. PARENTING TIME/VISITATION

33. Referrals to WorkForce. • County CSE office can make arrangements with Workforce (www.colorado.gov/cdle) for: • Special assistance to CSE referrals • Use of TANF or other funds to offer additional assistance such as salary reimbursement or training. • County can also keep track of employers who are hiring in the area. • Takes alittle extra effort on the part of the county CSE office. EMPLOYMENT

34. Is the obligor cognizant of all the public transportation opportunities in the area? Are there any chances for free or discounted passes or other assistance? Does the county have any discretionary funds to permit assistance with passes? It will take a little extra effort on the part of the county CSE office. TRANSPORTATION

35. Obligors recently released from incarceration or in a halfway house, face massive fees associated with their crime and rehabilitation. • County CSE office can: • Set reduced or minimal MADs (arrears payments). • Compromise or forgive arrears balances. • Allow minimal orders to remain in effect for an extended period of time after release or during parole. • Establish cooperative relationships with parole officers and halfway house counselors. • Meet with local courts concerning guideline deviations or other concessions for obligors with these kind of obligations. • Takes a little extra effort on the part of the county CSE office. RESTITUTION/LEGAL FEES

36. Sometimes, CSE itself can be the biggest barrier an obligor faces. • CSE technician’s need to be alert and sensitive to the exact nature of an obligor’s situation. • Could some flexibility or restraint in the use of enforcement remedies allow an obligor to: • Obtain employment? • Get through a period of illness? • Get through a period of economic difficulties? • Get through a period of family difficulties? • Improve their situation in order to better shoulder payment responsibilities in the future? • Flexibility and restraint might include: • Leniency on license or passport restrictions • Flexibility on arrears payments or balances AUTOMATED ENFORCEMENT ACTIONS

37. CAUTION: CSE technicians must be very thoughtful and very careful about how they restrict the use of enforcement remedies. Should be temporary and very closely reviewed and monitored. Requires good sense and good judgment. Goal: To remove barriers so that current support can be paid in a dependable manner. AUTOMATED ENFORCEMENT ACTIONS (CONTINUED)

38. The best tools to use are the Work Lists. If Work Lists and e-tools are being thoroughly used, the hard copy reports such as the Super Enforcement and Super Establishment reports may not even be needed. Use the Combined Suppression Report (MM905), the Advance Notice for CRA Report (EM100), or the License Suspension Report (EM0008) to find cases where advance contact to the obligor might result in success. As previously discussed, calling obligors saves time and is the most effective tool. TOOLS THAT really HELP

39. Communication is a vital part of the early intervention philosophy. The way communication is conducted is crucial to the success of early intervention. CSE technicians need to think carefully about what they say and how they say it. COMMUNICATION AND EARLY INTERVENTION

40. Words: • How can I help you? • What’s changed? • What barriers are you facing? • Tone: • Helpful. • Friendly. • Attitude: • Helpful. • Reasonable. • Flexible. WHAT TO SAY AND HOW TO SAY IT Do This Not This

41. Not all referrals or concessions will be successful. • Obligor may not even act on the referral or make use of the concession. • County CSE offices will need to be careful about repeatedly assisting or making concessions to obligors who do not cooperate. • However, the way the obligor views the CSE office may dramatically change. • If the referral/concession works and is successful, then the payment issues may resolve. • If it doesn’t work, the obligor will still recognize that CSE tried to help. • Better relationship and better cooperation and better paying behavior may result. RESULTS

42. Contact Jessica Woodward for assistance with creating and using Work Lists. Jessica may be reached at jessica.woodruff@state.co.us or at 303-866-5176. Also visit the Colorado State CSE web site, www.childsuport.state.co.us for additional help such as desk aids, procedures and other subject area contacts. Further assistance

43. Contact Information: • Larry Desbien – (303) 866-4460, larry.desbien@state.co.us • Mike Erickson – (303) 866-5178. arnold.erickson@state.co.us THE END