Presentation on theme: "Making the Most of It! 2012 Annual DRAP Training Conference"— Presentation transcript:
1Making the Most of It! 2012 Annual DRAP Training Conference Case ManagementMaking the Most of It!2012 Annual DRAP Training Conference
2Presented by: Terry Shipman, Dauphin County Julia Parker Greenwood, Lehigh CountyChristine McKelvey-Medved, Allegheny CountyKelly Carothers, Adams CountyMichael Schonzeit, Philadelphia CountyAdam Fencil, Butler CountyModerator – Bruce Martin, Lancaster County
3What is Case Management? A method of planning, coordinating, monitoring and evaluating a mix of services to meet client needsAn approach which arranges services based on individual case assessments and monitoring activities in the context of program requirements and time limitsA collaborative process of assessment, planning, and facilitating services to meet a client’s holistic needs and promote quality and cost effective outcomesIndividualized service delivery based on a comprehensive assessment which is used to develop a case planA method for managing the delivery of multiple services to target populationsCase 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
43 Most Common Case Management Models Integrated case managementTeam-based case management approachIntensive case managementIntegrated: combines agency services and functions to be performed by same workerTeam 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 activitiesIntensive 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
5Panelist Presentations Issues/business concerns which resulted in the adoption of a case management modelType of case management model used and how it has been adapted to fit in with organizational structureSuccesses and challengesLessons learned / adaptations made
7Lehigh County Domestic Relations Julia Parker greenwood
8Circumstances that led to the conversion to Case Management In 2009:Poor performance indicatorsImbalance of job duties/Inequitable caseloadsState audit findings, notice of suspension of all IV-D fundingCourt directiveMeasure outlined in the extensive Corrective Action Plan
9Case Management Implementation Plan To be completed by January 2010 (6 month time frame)Was one piece of a larger Action PlanStarted as a plan for officers to do both establishment and enforcement dutiesLater in 2010, Teams were created to include clerical staff
10Training PlanPartnership of officers to train each other –observation, shadowing, evaluationConsultation with PACSETI team – divided into project phases, created timeline, checklistsLocal PACSETI classroom trainingPractice training exercises, Assessment testsComputer-based PACSETI trainingChild Support Manual, PACSES TV clips
11Implementation Results Full implementation completed in March 2010 (3 months after deadline)Officer conference schedules reduced, stopped along the way, resulting in several months backlogStressful transition for staffIncreased performance measures- effect from Case Management alone unknown
13Job DutiesSupervisors – handle enforcement remedy contests, supervise officersOfficer II’s - caseload plus court officer (bench warrant hearings/contempt court)Officer I’s – alphabetical caseloads, establishment and enforcement dutiesClerical Specialists – assist officers with all dutiesSecretarial Support – process all paperwork
14Pros and Cons of New System In-depth knowledge of casesMore knowledgeable staffSame officer who enters order is responsible for enforcing itContinuity for clientsInformation overloadMaintaining consistency among teamsCannot utilize employees based on their strengths
18RESTRUCTURED CASE MANAGEMENT FORMAT SEPARATE:FINANCIAL GROUPCLIENT SERVICE GROUPBENCH WARRANT UNITDOCKET MANAGEMENT &REPORT WORK FROM PIMTEAM CASELOAD APPROACHINTER-GOVERNMENTALSOUTH HILLSOFFICEREGIONAL STAND-ALONE OFFICE6 -7 CONFERENCE OFFICERSEMPLOYMENT SPECIALISTDOCKET MANAGEMENT & REPORT WORK APPEARS ON PRODUCTION PROGRAMBANK TELLER STYLE HEARING OFFICE SUPPORTUSES LIMITED CENTRAL OFFICE RESOURCESCENTRALOFFICEDOCKET MANAGEMENT & REPORT WORK APPEARS ON PRODUCTION PROGRAMTEAM CASELOAD APPROACHRESTRUCTURED CASEMANAGEMENT FORMAT
21Getting there… 2007 creation of middle management 2009 new physical location of the departmentRestructure of the caseload to a team based approach with each team handling specific lettersTeams traveled to various Counties to observe current practices and debrief at monthly team meetings on what was learnedEvaluated past procedures as a team and identified areas for the department to improve with emphasis on providing dignified, respectful, efficient service
22Current Structure 5 teams consisting of 1 EO & 1 CO 3 three intake/interstate Officers3 client service2 Supervisors1 Director1 Assistant Director
23Benefits 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 efficiencyTeams utilize PIM to enforce caseload and submit claims to unclaimed property. Adams County has collected $24, and currently on the third round of submission
24Benefits 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 servicesAllows for the team to be creative and effectively manage caseloadIncreases first time payments!!!!
26Philadelphia Domestic Relations Branch Michael schonzeit
27INTEGRATION & SPECIALIZATION Philadelphia incorporates both Integration and Specializationwithin the DRS as a wholewithin various units of the DRSFACTORS / PROS & CONS:CaseloadExpertiseTrainingAccountabilityClient / Attorney RelationsWorkplace ConfigurationPerformance Measures
28INTEGRATION / SPECIALIZATION SPECTRUM Intergovernmental UnitTactical Enforcement UnitSupport Compliance UnitSupport Establishment UnitBench Warrant UnitClerk of the CourtCustomer Service CenterData Management UnitFinancial Services Department- Accounting Unit- Charge Unit Genetic TestingIntake UnitNetworking for Jobs ProgramParent Locate Unit (PLS)Prison Liaison643 Filing UnitFully Integrated Specialized
29ESTABLISHMENT 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 & hearingsJUDGES• exceptions hearings in local and intercounty cases (3rd of 3 tiers)• de novo hearings in military, interstate and int’l/tribal casesSUPPORT MASTERS UNIT• de novo record hearings in local and intercounty cases (2nd of 3 tiers)INTERGOVERNMENTALUNIT• 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 casesSUPPORT ESTABLISHMENT UNIT• establishment conferences in alllocal cases• scheduling of support master hearingsSUPPORT COMPLIANCEUNIT• modification conferences in local MSO < $1,000 cases• scheduling of support master hearingsTACTICAL ENFORCEMENT UNIT• modification conferences in local MSO ≥ $1,000 cases• scheduling of support master hearingsCLERK OF COURT• pre-prepared (pro se and attorney-filed) complaints, modification petitions, hearing demands, exceptions, etc.• scheduling of conferences & hearings643 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-stateINTAKE UNIT• worker-prepared complaintsand modification petitionsin all cases• scheduling of conferences• IFSA and UIFSA filings to other courts in assist & non-assist cases
30ENFORCEMENT JUDGES TACTICAL ENFORCEMENT UNIT INTERGOVERNMENTAL NETWORKING FOR JOBS PROGRAM• referrals from judges and other unitsJUDGES• contempt hearings• FIDM/TSP hearings• NDO hearingsCLERK 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)ENFORCEMENTSUPPORT COMPLIANCEUNIT• local MSO < $1,000 casesTACTICAL ENFORCEMENTUNIT• local MSO ≥ $1,000 cases• local arrears-only cases• all automated/specialized remedies (license suspension, passport denial, credit bureau reporting, FIDM/TSP, etc.)INTERGOVERNMENTALUNIT• all intercounty cases• all interstate cases• all international/tribal casesPARENT LOCATE UNIT (PLS)• referrals from judges and other units• scheduling of enforcement conferences & contempt hearingsTRIAL COMMISSIONERS• referrals to Networking for Jobs• scheduling of enforcement conferences & contempt hearingsCUSTOMER SERVICE CENTER• referrals to/scheduling of enforcement conferences in primary enforcement units in response to plaintiff contact
32Introduction…Using current case management system for approximately 20 years.The current system affects three units:IntakeEnforcementIntergovernmentalWithin 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.
33Intake Case ManagerConfirms that any support and modification order that leaves the office is accurate and correctPrepares and addresses all Superior Court appeals.
34Intergovernmental Case Managers Caseload divided into three groups based on the first letter of the defendant’s last nameHandle all aspects of their case such as:schedulingfilingconducting client interviewsprocessing transmittals.One of these workers enforces all of Butler County’s “Responding” cases.
35Enforcement 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 judicialSome case managers have a “specialty,” where they are the point of contact for most/all of the issues regarding the specific assignment.