1. The Intake Worker As Detective Presenters: John Cochran, Principal Attorney, Sacramento County Julie Prado, Program Manager, Sacramento County Martha S. Sanders-Tonahill, Project Manager, Human Services North America

2. Thumbnail Sketch The Approach The Interview The Locate Tools

3. First Line Detective / Investigator Detective: Lat. Dedectus- To uncover. The discovery of the existence, presence or fact of. Investigate: Lat. Vestigium- To track. To observe or inquire into in detail.

4. It’s a Role, NOT an Identity “Oh you’re an attorney....” We categorize for organizational purposes, but… Several Challenges: In order to overcome we must find purpose and significance Contend for yourself and/or your staff

5. The Average vs. The Great Attitude Motivation Big Picture Knowledge / Expertise Style Skills

6. The Approach Maintain objectivity Attitude – “Here to serve…” Honesty Value simplicity Be creative “Intuition” –Don’t confuse intuition with assumptions

7. Assumptions can be dangerous …

8. Other Challenges Bias – Not just ours… Volume - “Burn Out” Time – “Compliance” Automation – “A Blessing and a Curse”

9. A Case Study

10. Preparation … Outcome of interview Prior contact with customer Customer motivation

11. The Interview… Develop rapport with customer  Treat them as a person not case Personalize the interview  Allow customer to share information and feelings – listen Encourage customer to be an active participant in the interview  They are your primary source for information

12. The Interview… Guide the customer to provide relevant information Promote extensive and detailed responses Allow silence

13. The Interview… Look for non-verbal responses Re-create the relationship to the extent you can Ask the customer to recollect the relationship in their mind

14. The Interview… Encourage partial information Drill into partial information with open ended questions Use compatible language and questioning

15. The Interview … Conclude with clear expectations for the customer Be specific about what they can expect from you / the office Make clear notes – Accuracy is key

16. A combined approach for reaching an optimal result: Personal and Automated Locate Tools “Skip-Trace Thinking”

17. Intake Starts at the Front Desk Receptionist vs. Caseworker Immediate Customer Assistance Cross-training Staff All Information Considered

18. Intake Workers as Detectives Develop a Relationship Determine Commonalities Ask the Right Questions Get the Answers in Writing Look Beyond the Parties Relatives, Friends, Employers, etc.

19. Using All Resources Phone Books Shared State Systems State / Federal Agencies Probation & Parole, IRS, Bankruptcy Court, etc. Community Partnerships

20. Electronic Resources Internet Search Engines - Free and Purchased Social Interaction Sites Cell Phone Records

21. MAXBOT Intelligent Search Tool - Consolidator for locate sources Set Search Engines - Yellow Pages, Yahoo, Google, White Pages, Manta and Zaba Search Strategies - Aliases, Reverse Phone Number and Address Look-ups, etc.

22. Two Tab Approach

23. Summary of Search

24. Extended Features Batch Queuing System Nightly Runs Interactive Operation

25. Results Will Follow Paternity Established State of TN – 86.27% TN 11 th – 95.94%

26. Results Will Follow Cases Under Order State of TN – 67.09% TN 11 th – 76.05%

27. “The intuitive mind is a sacred gift and the rational mind is a faithful servant. We have created a society that honors the servant and has forgotten the gift.” - Albert Einstein

28. The Intake Worker As Detective John Cochran Principle Attorney Sacramento County (916) 875-7724 cochranj@saccounty.net Julie Prado Program Manager Sacramento County (916) 875-7641 pradoj@saccounty.net Martha S. Sanders-Tonahill Project Manager Human Services North America (423) 508-6535 MarthaSSanders-Tonahill@maximus.com