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Probation Operations Department of Corrections GEORGIA Georgia Department of Corrections Probation Reporting Contact Center (PRCC) Presented to: Council.

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Presentation on theme: "Probation Operations Department of Corrections GEORGIA Georgia Department of Corrections Probation Reporting Contact Center (PRCC) Presented to: Council."— Presentation transcript:

1 Probation Operations Department of Corrections GEORGIA Georgia Department of Corrections Probation Reporting Contact Center (PRCC) Presented to: Council of State Governments Southern Legislative Conference July 31, 2012

2 PEW Center on the States According to the PEW Report (March, 2009), nationally, 1 in 31 was under some form of correctional supervision. Georgia with 1 in 15 under community supervision was #1 IN THE NATION. 2

3 Mission Statement “The Department of Corrections creates a safer Georgia by effectively managing offenders and providing opportunities for positive change.” 3

4 Probation Operations Public Safety Is Our Mission! 4

5 Felony Supervision in Georgia by the Numbers Georgia Department of Corrections Facilities (State Prisons) Incarcerated – 60,000 Felony Probation Un-Incarcerated/Post-Incarcerated Community Supervision – 105,000+ Unsupervised/Administrative – 60,000+ Georgia Board of Pardons and Parole Post-Incarcerated Community Supervision – 22,000 5

6 Georgia’s probated sentences are twice the national average! The longer sentences have contributed to the continued growth of caseloads year Growth ( ) 29%!

7 Supervision Levels and Statuses Active Supervision Levels 105,366 offenders Status 60, Levels are assigned by completion of an automated risk assessment

8 8 Focus Prior to Officers 309 Officers

9 PEW Putting Public Safety First –Recommended 13 Supervision Strategies 10 Step Framework –Research driven –Process Action Teams (PAT) New Vision/Direction –Focus on highest risk cases to meet mission –Don’t over supervise lower risk cases –Ensure ALL offenders are held accountable No additional resources/staff 9 Response to 1 in 15

10 Accountability Judicial Buy-In & Support Gained Efficiencies Probation Reporting Contact Center 10 System must have:

11 Concept Utilize technology to assist in monitoring the offender population Blend call center technology with case management strategies Augment technology with trained support staff Ensure automated reporting becomes an active supervision element Supervise low risk (standard level), compliant, non- violent offenders Goal = 50%/40K of std cases Reallocate probation officer resources to supervise higher risk offenders 11

12 Features Toll Free (800) Number: ( ) Caller ID Enhanced Offender accessed via GDC ID# & PIN Staffed by 11 trained Call Handlers Portable technology/Work Away Reports post automatically to GDC data base GDC owns system and data Business records accepted in Court Attractive alternative for compliant offenders Enables efficient case management at all levels 12

13 PRCC Flow - Eventful Report Probationer Calls PRCC Enters GDC ID # PIN PRCC Interactive Voice Response (IVR) Eventful Response Call branches off to Call Handler Call Successful REPORT COMPLETE Call Successfully Completed by Call Handler REPORT COMPLETE 13 Call Transferred to PO to address non standard responses

14 Call Totals 14 Calls Completed by Call Handlers Since February 2010: 118,934

15 PRCC Flow - Uneventful Report Probationer Calls PRCC Enters GDC ID # PIN PRCC Software – Interactive Voice Response (IVR) Non-Eventful Responses Call Successful REPORT COMPLETE

16 Call Totals 16 Calls Completed Since February 2011 by IVR Automation: 302,698

17 Total Calls 17 Total Calls Since February 2010: 421,632

18 Outcomes Increased Public Safety Improved Supervision Quality Incentivized Compliance –Reporting –Financial Obligation –Community Service Office/Officer Safety Return on investment/cost benefit 18

19 Cost/Benefit Analysis Pre-PRCC –40,000 cases managed by 170 Officers –235 offenders per officer: average caseload size –$ Cost per day per supervised offender PRCC Goal Achievement –40,000 cases managed by 80 Officers – offenders per officer: average caseload size –Present cost per day - $.46 –Cost per day at optimum capacity - $ officers ($4 million value) will be redirected to: Higher risk probationers, Higher priority public safety functions

20 20 Focus Prior to Officers 309 Officers

21 21 Resource Focus with PRCC 399 Officers 441 Officers

22 Conclusion Impact –Enhanced Public Safety –Redirect resources –Lower cost per case –Efficiencies gained 2010 Governor’s Customer Service Award “ Most Outstanding Process Improvement” Replicable/adaptable by other States 22


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