Presenters ■Dalaine Heagle, CSS Supervisor ✷ Tuolumne County ■Rose Schwab, Staff Services Manager ✷ Ventura County ■Linda Dippel, Director ✷ Contra Costa County ■David Kilgore, Deputy Director ✷ Los Angeles County

Fact or Fiction? FACT or FICTION? ■Child support professionals statewide are engaging in discussion and seizing opportunities to share services.

Statewide Standards CSF Collaboration Customer Service Forum ■Established January 2009 ■Comprised of Customer Service Professionals from over 40 LCSAs, State DCSS – Policy, Training and Contact Center ■Recommends Statewide Standards to achieve excellent customer service from the very largest county to very smallest county. ■Reports to the DCSS Executive Customer Service Committee ■Provides insight to DCSS from the customers prospective

Statewide Standards 2009 ■Customer Service Forum Charter and Mission Statement ■Activity Log Abbreviation List ■CSDA CS Forum Definitions and Time Frames for Audits ■Minimum Statewide Standards for LCSA website ■Standards for InterCounty Communication ■Standards for Service Regardless of Case Management Responsibility ■Statewide Standards for Activity Logs

2010 CSF Participating LCSAs and DCSS 2010 DCSS State Participants ■Contact Center ■Training ■Program and Policy ■Customer Service ■Accounting and Financial ■Forms

Statewide Standards 2010 ■DCSS Executive Customer Service Committee Charter ■CSDA CS Forum List of Critical Issues Needs ■Customer Service Forum Charter & Mission Statement 2010 ■Customer Education Materials Matrix ■Standards for most frequent calls ■Standards for the Worker Alert and Special Circumstances Fields ■Statewide Standards for Telephone Response

Where to find Statewide Standards California Central - Statewide Services Tab

Benefits of Statewide Standards ■Increased ability to work cases seamlessly form county to county ■Consistency of responses and actions provided to customers ■Increased internal and external excellence in customer service ■Ability to assist customers and employers who reside in one county on a case managed by another county ■Increased Performance on Federal measures of Performance

Shared versus Regional Services SHARED SERVICES: Two or more local child support agencies participating in a plan of cooperation for specific functions of work REGIONALIZED: State DCSS arranged area or group of counties that have a formal governance consolidating program delivery.

CSF Shared Services “BREAKING NEWS” Customer Service Forum sub-committee focuses on shared services ■What types of services could be handled through a shared service agreement between LCSAs? ■How can this benefit LCSA staff? ■How can this benefit the Customer? ■How can this benefit the State Program?

What types of services could be handled through a shared service agreement between LCSAs? ■Outbound dialing campaigns ✷ 8 Counties have stated they would run auto-dialer campaigns for other counties ■Staff Trainings ✷ Great interest was identified for sharing trainings being given A survey was conducted by the sub-committee and results are now being complied regarding shared services such as...

How can this benefit LCSA staff? ■More time to concentrate on other work ■Expert on a subject handling the matter ■Less time training on areas being handled by another ■Able to focus more on an area of strength within the agency ■Shared use of equipment or program ■Happier customers and customer interactions ■Less stress on staff = happier staff

How can this benefit the Customer? ■Knowledgeable subject expert handling their issue or problem = customer satisfaction ■Consistent information and uniform handling of subject statewide = customer equality ■Quicker processing of issue or problem = customer friendly experience ■ Ability to answer customers questions and concerns = Customer confidence ■DCSS & LCSA best foot forward (SME) concept = EXCELLENT CUSTOMER SERVICE

How can this benefit the State Program? ■Reduced customer complaints and bad press ■Reduce time spent on Complaint resolution activities allows for redirection of time to customer service/case management activities ■Confidence of public to open IV-D case with California DCSS Program = increase in potential for collections. ■Higher collections in areas where subject knowledge is key, such as workers compensation = increased collection and performance.

QUESTIONS

SHARED SERVICES FACT or FICTION? Does Shared Services mean losing control for my agency?

What was the Strategy in Creating a Shared Services Call Center? ■Have a Plan, share the Plan, work the Plan ■Workload and resource assessment ■Create a position specifically for call centers ~ Customer Service Representative ■Resolve caller issues at the first point of contact ■Improve the quality of service delivered to all callers

What are the Benefits of Shared Services Call Centers? ■Improved customer access = improved collections/performance ■Skilled and professional customer service agents ■Access to bi-lingual staff ■Improved customer service levels

Collaborative Partnership Between Ventura and Santa Barbara ■Key Santa Barbara staff visit and observe the Ventura Call Center staff ■Review business processes ■Develop an on-line Santa Barbara reference/resource document for agents ■Develop a Call Referral Log ■County conference calls ■Designated liaisons ■Plan of Cooperation

Statewide Standards  Standards for Responses to Most Frequent Calls Document  Statewide Standards for Telephone Response Document

Counties Currently Sharing Call Center Services ■Butte County receives calls for Glenn and Colusa Counties ■Merced County receives calls for Mariposa County ■Orange County receives calls for Imperial and Solano Counties ■San Mateo receives calls for San Benito, Santa Cruz and Marin Counties ■Shasta receives calls for Siskiyou and Modoc Counties ■Ventura County receives calls for Santa Barbara County

QUESTIONS

SHARED SERVICES FACT or FICTION? You need IT staff to utilize the Case Management Tool (CMT)?

Technical Support ■Run Queries ■Create or Modify Programs ■Auto-Dialer Campaigns ■Case Management Tool (CMT)

Run Queries

Create or Modify Programs ■Call Center Tracking Program ■Lobby Interview Program ■FIDM Tracking Database

Auto-Dialer Campaigns ■LA currently runs campaigns for 1 other county Daily and Monthly Report

CMT Purpose ■Provide the CSO with the ability to see their entire caseload ■Give CSOs data to make decisions on how best to handle their caseload ■Identify specific segments of cases to prioritize work ■Provide the data for management to understand what is in their caseload

CMT Structure ■Data is pulled from the DR and stored in the CMT ■Users have 5 updatable fields that carry over tool to tool ■Cleanup lists are loaded into the tool and associated to the DR data

CMT Timeline ■Month End occurs ■State loads data into DR by the end of 2 nd week – beginning of 3 rd week ■LA downloads appropriate fields into the CMT – 1 day ■LA breaks out the tables into each Counties database – 1 to 3 days ■LA uploads the data to the State LCSA Secure Website – 1 day ■Counties download the database to their personal networks ■Counties copy over their notes field to the new database ■Ready for users Typically ready by the beginning of week 3.

CMT Behind the Scenes ■CSO send in suggestions on additional desired changes for the next run ■LA begins adding new fields and queries to the CMT for the next month’s run ■Changes are introduced in the next run of the database

CMT For Questions, Suggestions, or Issues regarding the CMT Technology and Analysis Division (TAD) David Kilgore