2. NON-TRADITIONAL COLLABORATION Moderator: Jill Lucena – Sacramento LCSA Speakers: Lori Cruz – Los Angeles LCSA Laurie O’Donnell – Contra Costa LCSA Tammy Tilford – Kern LCSA

3. NON-TRADITIONAL COLLABORATION VETERANS OUTREACH LOS ANGELES COUNTY Lori Cruz

4. QUESTIONS? Lori Cruz Deputy Director of Operations Los Angeles Department of Child Support Services lcruz@cssd.lacounty.gov (323) 889-3410

5. NON-TRADITIONAL COLLABORATION KERN COUNTY Tammi Tilford

6. NON-TRADITIONAL COLLABORATION ■Kern County Homeless Court Program ✷ Invited by Kern County Superior Court ✷ Quarterly participation past 10 years Demographic resistant to coming into office. –Reduce barriers affecting employment. Liaison to Homeless community –Direct Contact Monthly Service Provider Meetings –Ongoing Needs Assessment

7. NON-TRADITIONAL COLLABORATION ■Annual Veteran’s Standdown ✷ Initiated contact with Greater Bakersfield Legal Assistance due to participation in Homeless Court Program. Annual Outreach Event in October. Liaison to Homeless/Veteran’s community –Direct Contact »Provide direct case management services.

8. NON-TRADITIONAL COLLABORATION ■Collaboration with Promotores Model ■How we started ✷ Creation of Bilingual Team in 2009 Recognized the need for expanded services in the Spanish Speaking Community Recognized Building Trust is important Recognized face-to-face communication is preferred Communication is delivered primarily person to person.

9. NON-TRADITIONAL COLLABORATION ■Why the Promotores? ✷ Recognized leaders who work with, train, and represent Promotores and other grassroots community health workers. ✷ Promotores are highly trained leaders from the communities where they live. ✷ Share a desire to improve the community so that their family, and all families, may have a better quality of life. ✷ Communicate in a language of the people. Spanish Speaking.

10. NON-TRADITIONAL COLLABORATION ■What we did? ✷ Trained Promotores on the importance of establishing paternity, child support and medical support and how it can help improve the quality of life for children. ✷ Trained Promotores on staff who participate in group activities and participate in community activities. ✷ Promotora staff members located on case management team as well as Kids Count Resource Center.

11. NON-TRADITIONAL COLLABORATION ■Outcomes ✷ Increased customer service ✷ Increased performance (all measures) ✷ Reduced customer barriers ✷ Trust established ✷ Increased two-way communication with customers. ✷ Outstanding community collaborations.

12. NON-TRADITIONAL COLLABORATION ■Collaboration with Vision y Compriso (New) ■How we started ✷ SB580 Effective January 1, 2011 ✷ OCSE Action Transmittal AT-10-10, medical support includes private health insurance as well as other health care coverage such as Medicaid (Medi-Cal), Healthy Families Program (CHIP), and other state coverage. ✷ Improve the service to our customers, increase medical support performance by partnering and sharing resources.

13. NON-TRADITIONAL COLLABORATION ■The Children’s Health Initiative coordinates a network of Certified Application Assisters (CAAs) across Kern County. ✷ From July, 2010 through June, 2012 this network of CAAs assisted over 8,000 children enroll or renew their insurance coverage through Medi- Cal, Healthy Families or Healthy Kids.

14. Partnering with Vision y Compriso ■KCDCSS approached Vision y Compriso to co- locate their CAA services in the Kern LCSA. ✷ Reduce barriers customers have in taking time off to go to another agency and begin the process. ✷ CAA will provide customers overview of Child Support Services & assist customers in signing up via SOLAR. ✷ LCSA will refer participants requiring health insurance.

15. Partnering with Vision y Compriso ■Expected Outcomes ✷ Increase Medical Support Performance ✷ Increase information regarding available health insurance. ✷ Decreased customer barriers due to transportation limitations ✷ Increased coordination of services ✷ Increased trust of child support program

16. QUESTIONS? Tammi Tilford Program Manager Kern County Department of Child Support Services 1300 18th Street, Bakersfield, CA 93301 ttilford@co.kern.ca.us (661) 868-2918

17. NON TRADITIONAL COLLABORATION ON-SITE FAMILY LAW FACILITATOR CONTRA COSTA COUNTY Laurie O’Donnell

18. ON-SITE FAMILY LAW FACILITATOR ■MAIN OBJECTIVE ■To provide a holistic approach in meeting the needs of DCSS customers, by bridging the relationship/partnership between DCSS and the Family Law Facilitator

19. HISTORY ■2008-there was an immense wait at the downtown FLF office, along with a duplication of effort regarding information being given by our staff and FLF staff. This contributed to the overall number of motions being filed ■We worked out an agreement for the FLF to be on-site from 3:15pm-4:30pm on Monday only ■Worked with Court IT staff to accommodate necessary computer programs needed for on- site interviews

20. HISTORY ■There was increased communication between our office and the FLF pertaining to what services they can and cannot provide. They gained an understanding of our goal to settle as many cases out of court ■They cannot give legal advice but can give legal procedural information ■Unfortunately, the FLF was pulled due to a lack of funding (however we had a good idea as to the potential of an on-site FLF)

21. BENEFITS ■Obtain new or modified orders quicker, which is $ to families ■Avoid court hearings whenever possible increasing efficiency and cost effectiveness ■Saves time as Court calendar can be 8-12 weeks out ■A one stop shop to relate to all issues pertaining to child support ■Opportunity for Stipulations as all FLF customers are triaged through our Specialist workers first

22. BENEFITS ■Customers love it! ■The FLF answers questions, helps with filing motions to modify child support, motion to modify spousal support, filing declarations, motions for arrears, and referrals to workshops ■(best of all they see our workers first)

23. EARLY INTERVENTION ■Also tied in with the concept of Early Intervention….. Our Legal Design Team conducted a survey to determine why customers drop in post order and why they utilize the Family Law Facilitator Results showed that most customers were baffled after court and wanted clarification. They would try and go to the FLF to try and file a new motion. (a revolving door)

24. RESULTS ■In spring 2009 the courts allocated an on-site FLF for Monday-Wednesday- Friday from 12:30pm-4:00pm ■Again due to funding and staffing issues, the FLF was pulled back ■Director, Linda Dippel, realized the benefits and decided to work on an Intra-agency Agreement where DCSS would help fund the on-site position, with the hope that it could eventually be a full time on-site position.

25. RESULTS ■The Family Law Facilitator has been on-site M- W-F from 12:00pm-4:00pm since July 2010! ■Our Child Support Specialists in Drop-Ins processed 422 Stipulations from 8-1-10 through 5-31-11. This is a combination of regular customers and those that were here to see the Family Law Facilitator

26. INITIAL NUMBERS ■8-1-10 through 5-31-11 ■661 clients seen by the FLF ■19% Spanish (FLF is bilingual) ■457 motions (we are hoping to reduce this number) ■26 workshop referrals ■178 “other” actions or information given

27. NUMBERS CON’T ■The average time each person spends with the Family Law Facilitator is 30 minutes ■The average time to wait to see the FLF is 53 minutes (which is much less than the wait time at the downtown FLF office)

28. NEXT STEPS ■Working on an agreement for a FULL TIME FLF with a target date of September 2011 ■Our Legal Court workers have moved to the Drop-In Public Service Team with an emphasis on settling cases out of court ■Increase the collaboration between the Drop-In Child Support workers, Legal Court workers and the FLF to reach agreements ■FLF is going to attempt to reduce motions and settle whenever possible

29. QUESTIONS? Laurie O’Donnell Child Support Services Manager Contra Costa County Department of Child Support Services laurie.o'donnell@dcss.cccounty.us (925) 957-7348