1. Making the Most of It! 2012 Annual DRAP Training Conference
Case Management
Making the Most of It!
2012 Annual DRAP Training Conference

2. Presented by: Terry Shipman, Dauphin County
Julia Parker Greenwood, Lehigh County
Christine McKelvey-Medved, Allegheny County
Kelly Carothers, Adams County
Michael Schonzeit, Philadelphia County
Adam Fencil, Butler County
Moderator – Bruce Martin, Lancaster County

3. What is Case Management?
A method of planning, coordinating, monitoring and evaluating a mix of services to meet client needs
An approach which arranges services based on individual case assessments and monitoring activities in the context of program requirements and time limits
A collaborative process of assessment, planning, and facilitating services to meet a client’s holistic needs and promote quality and cost effective outcomes
Individualized service delivery based on a comprehensive assessment which is used to develop a case plan
A method for managing the delivery of multiple services to target populations
Case Management models have been adopted in a wide range of settings including:
community care for the elderly and disabled;
Acute health care settings;
Chronic health conditions;
Injury management;
Corrections and probation/parole services;
Employment/training programs;
Children & youth/foster care

4. 3 Most Common Case Management Models
Integrated case management
Team-based case management approach
Intensive case management
Integrated: combines agency services and functions to be performed by same worker
Team approach: multiple workers are involved in case management activities. Team members may have specialized training or expertise in particular areas and team coordinates activities. In some situations, there may be a primary case manager who facilities/coordinates team activities
Intensive case management: approach which enables an agency to deliver individualized services to a target group of clients needing additional help. Normally this model would require smaller caseloads, training and resources to address the more complex needs of the target population

5. Panelist Presentations
Issues/business concerns which resulted in the adoption of a case management model
Type of case management model used and how it has been adapted to fit in with organizational structure
Successes and challenges
Lessons learned / adaptations made

6. Dauphin County Domestic Relations
Terry Shipman

7. Lehigh County Domestic Relations
Julia Parker greenwood

8. Circumstances that led to the conversion to Case Management
In 2009:
Poor performance indicators
Imbalance of job duties/Inequitable caseloads
State audit findings, notice of suspension of all IV-D funding
Court directive
Measure outlined in the extensive Corrective Action Plan

9. Case Management Implementation Plan
To be completed by January 2010 (6 month time frame)
Was one piece of a larger Action Plan
Started as a plan for officers to do both establishment and enforcement duties
Later in 2010, Teams were created to include clerical staff

10. Training Plan
Partnership of officers to train each other –observation, shadowing, evaluation
Consultation with PACSETI team – divided into project phases, created timeline, checklists
Local PACSETI classroom training
Practice training exercises, Assessment tests
Computer-based PACSETI training
Child Support Manual, PACSES TV clips

11. Implementation Results
Full implementation completed in March 2010 (3 months after deadline)
Officer conference schedules reduced, stopped along the way, resulting in several months backlog
Stressful transition for staff
Increased performance measures- effect from Case Management alone unknown

12. Combined Teams – Establishment & Enforcement
3 Local Teams
1 Supervisor
1 Officer II
5 Officer I’s
2 Clerical Support
1 Secretarial Support
1 Interstate Team
1 Supervisor
3 Officer II’s
3 Clerical Support
1 part-time Clerical

13. Job Duties
Supervisors – handle enforcement remedy contests, supervise officers
Officer II’s - caseload plus court officer (bench warrant hearings/contempt court)
Officer I’s – alphabetical caseloads, establishment and enforcement duties
Clerical Specialists – assist officers with all duties
Secretarial Support – process all paperwork

14. Pros and Cons of New System
In-depth knowledge of cases
More knowledgeable staff
Same officer who enters order is responsible for enforcing it
Continuity for clients
Information overload
Maintaining consistency among teams
Cannot utilize employees based on their strengths

15. QUESTIONS?

16. Allegheny County Family Division
Christine McKelvey-Medved

17. BEFORE CASE MANAGEMENT
ENFORCEMENT
ESTABLISHMENT

18. RESTRUCTURED CASE MANAGEMENT FORMAT
SEPARATE:
FINANCIAL GROUP
CLIENT SERVICE GROUP
BENCH WARRANT UNIT
DOCKET MANAGEMENT &
REPORT WORK FROM PIM
TEAM CASELOAD APPROACH
INTER-GOVERNMENTAL
SOUTH HILLS
OFFICE
REGIONAL STAND-ALONE OFFICE
6 -7 CONFERENCE OFFICERS
EMPLOYMENT SPECIALIST
DOCKET MANAGEMENT & REPORT WORK APPEARS ON PRODUCTION PROGRAM
BANK TELLER STYLE HEARING OFFICE SUPPORT
USES LIMITED CENTRAL OFFICE RESOURCES
CENTRAL
OFFICE
DOCKET MANAGEMENT & REPORT WORK APPEARS ON PRODUCTION PROGRAM
TEAM CASELOAD APPROACH
RESTRUCTURED CASE
MANAGEMENT FORMAT

19. T H E F U T U R E
TRAINING
MORE REGIONAL OFFICES

20. Adams County Domestic Relations
Kelly Carothers

21. Getting there… 2007 creation of middle management
2009 new physical location of the department
Restructure of the caseload to a team based approach with each team handling specific letters
Teams traveled to various Counties to observe current practices and debrief at monthly team meetings on what was learned
Evaluated past procedures as a team and identified areas for the department to improve with emphasis on providing dignified, respectful, efficient service

22. Current Structure 5 teams consisting of 1 EO & 1 CO
3 three intake/interstate Officers
3 client service
2 Supervisors
1 Director
1 Assistant Director

23. Benefits derived…
Maintain continuity of the case with a designated team (cradle to grave concept)
Provide opportunities to cross educate in various positions that will enhance general knowledge in various subsections of the department for increased efficiency
Teams utilize PIM to enforce caseload and submit claims to unclaimed property. Adams County has collected $24, and currently on the third round of submission

24. Benefits continued…
Allows for our meet-n-greet process to be conducted at the establishment level. This provides the client with an explanation of what is required and contact information of the Enforcement Officer.
Parties can now identify a name with a face – more personal approach that provides with client services
Allows for the team to be creative and effectively manage caseload
Increases first time payments!!!!

25. QUESTIONS?

26. Philadelphia Domestic Relations Branch
Michael schonzeit

27. INTEGRATION & SPECIALIZATION
Philadelphia incorporates both Integration and Specialization
within the DRS as a whole
within various units of the DRS
FACTORS / PROS & CONS:
Caseload
Expertise
Training
Accountability
Client / Attorney Relations
Workplace Configuration
Performance Measures

28. INTEGRATION / SPECIALIZATION SPECTRUM
Intergovernmental Unit
Tactical Enforcement Unit
Support Compliance Unit
Support Establishment Unit
Bench Warrant Unit
Clerk of the Court
Customer Service Center
Data Management Unit
Financial Services Department
- Accounting Unit
- Charge Unit Genetic Testing
Intake Unit
Networking for Jobs Program
Parent Locate Unit (PLS)
Prison Liaison
643 Filing Unit
Fully Integrated Specialized

29. ESTABLISHMENT AND MODIFICATION
OTHER UNITS WITH SIGNIFICANT ROLES
• DISTRICT ATTORNEY’S OFFICE: military cases; hearings before support masters and judges
• FINANCIAL SERVICES DEPARTMENT: order processing
• NETWORKING FOR JOBS: referrals from judges and other units
• PARENT LOCATE UNIT (PLS): referrals from judges and other units; scheduling of conferences & hearings
• TRIAL COMMISSIONERS: scheduling of conferences & hearings
JUDGES
• exceptions hearings in local and intercounty cases (3rd of 3 tiers)
• de novo hearings in military, interstate and int’l/tribal cases
SUPPORT MASTERS UNIT
• de novo record hearings in local and intercounty cases (2nd of 3 tiers)
INTERGOVERNMENTAL
UNIT
• establishment and modification conferences in all intercounty, interstate and int’l/tribal cases
• scheduling of support master hearings in intercounty cases and judge hearings in all other cases
SUPPORT ESTABLISHMENT UNIT
• establishment conferences in all
local cases
• scheduling of support master hearings
SUPPORT COMPLIANCE
UNIT
• modification conferences in local MSO < $1,000 cases
• scheduling of support master hearings
TACTICAL ENFORCEMENT UNIT
• modification conferences in local MSO ≥ $1,000 cases
• scheduling of support master hearings
CLERK OF COURT
• pre-prepared (pro se and attorney-filed) complaints, modification petitions, hearing demands, exceptions, etc.
• scheduling of conferences & hearings
643 FILING UNIT
• worker-prepared complaints in local assistance cases only
• scheduling of establishment conferences if deft resides in PA and Intake conferences if deft resides out-of-state
INTAKE UNIT
• worker-prepared complaints
and modification petitions
in all cases
• scheduling of conferences
• IFSA and UIFSA filings to other courts in assist & non-assist cases

30. ENFORCEMENT JUDGES TACTICAL ENFORCEMENT UNIT INTERGOVERNMENTAL
NETWORKING FOR JOBS PROGRAM
• referrals from judges and other units
JUDGES
• contempt hearings
• FIDM/TSP hearings
• NDO hearings
CLERK OF COURT
• scheduling of contempt hearings (on pro se and attorney-filed contempt petitions)
DISTRICT ATTORNEY’S OFFICE
• scheduling and conduct of contempt hearings
• CSLN and other Non-Distribution Orders (NDOs)
ENFORCEMENT
SUPPORT COMPLIANCE
UNIT
• local MSO < $1,000 cases
TACTICAL ENFORCEMENT
UNIT
• local MSO ≥ $1,000 cases
• local arrears-only cases
• all automated/specialized remedies (license suspension, passport denial, credit bureau reporting, FIDM/TSP, etc.)
INTERGOVERNMENTAL
UNIT
• all intercounty cases
• all interstate cases
• all international/tribal cases
PARENT LOCATE UNIT (PLS)
• referrals from judges and other units
• scheduling of enforcement conferences & contempt hearings
TRIAL COMMISSIONERS
• referrals to Networking for Jobs
• scheduling of enforcement conferences & contempt hearings
CUSTOMER SERVICE CENTER
• referrals to/scheduling of enforcement conferences in primary enforcement units in response to plaintiff contact

31. Butler County Dometic Relations
Adam Fencil

32. Introduction…
Using current case management system for approximately 20 years.
The current system affects three units:
Intake
Enforcement
Intergovernmental
Within these units, case managers and clerks have general responsibilities. In some instances, there are workers who have specific responsibilities, which are in addition to their general responsibilities.

33. Intake Case Manager
Confirms that any support and modification order that leaves the office is accurate and correct
Prepares and addresses all Superior Court appeals.

34. Intergovernmental Case Managers
Caseload divided into three groups based on the first letter of the defendant’s last name
Handle all aspects of their case such as:
scheduling
filing
conducting client interviews
processing transmittals.
One of these workers enforces all of Butler County’s “Responding” cases.

35. Enforcement Case Managers
Caseload divided into six groups based on the first letter of the defendant’s last name. Case managers strictly “enforce” the case.
Any scheduling, filing, or mailing is done by the enforcement unit’s clerks.
All of the case managers are required to know the various enforcement remedies - administrative or judicial
Some case managers have a “specialty,” where they are the point of contact for most/all of the issues regarding the specific assignment.

36. QUESTIONS?