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

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.

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

Public Safety Is Our Mission! Probation Operations We do this by effectively managing the offender population

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 Approximate – Fluctuates Daily

10-year Growth (2002-2012) 29%! Georgia’s probated sentences are twice the national average! The longer sentences have contributed to the continued growth of caseloads. 6 6

Supervision Levels and Statuses Special 12,940 High 10,003 Standard 82,393 Administrative/Unsupervised Levels are assigned by completion of an automated risk assessment Active Supervision Levels 105,366 offenders Status 60,000+ 7

Standard Focus Prior to 2009 High 531 Officers 309 Officers Special 63% of our officers participated in managing standard level cases Higher risk populations were increasing without an increase in staffing Std level reporting 10976 – telephone - mail Others – face to face 309 Officers

Response to 1 in 15 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 Continued Growth of Caseloads Duties associated with caseloads No New Positions Must internally redirect resources Evidence-based guidance received: Concentrate resources on higher risk offenders Work Smarter not Harder Seek & employ technology to assist in supervision efforts

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

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

Features Toll Free (800) Number: (877-333-2390) 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

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

Calls Completed by Call Handlers Since February 2010: Call Totals Calls Completed by Call Handlers Since February 2010: 118,934 Improve Supervision Quality Office/Officer Safety Reduces overcrowding Victim and offenders contact reduced Rival gangs Community Safety Reduces offender’s reason to be in the area Reduces traffic and parking congestion Eliminates loitering Reward offenders for compliance Wait times to see probation officer Transportation time and expense Lost time from job/school Child care Compliant offenders earn the privilege of PRCC reporting No decrease in collections or community service Return on investment/cost benefit Conserves State resources Positively impacts public safety (via redirection of resources)

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

Calls Completed Since February 2011 by IVR Automation: Call Totals Calls Completed Since February 2011 by IVR Automation: 302,698 Improve Supervision Quality Office/Officer Safety Reduces overcrowding Victim and offenders contact reduced Rival gangs Community Safety Reduces offender’s reason to be in the area Reduces traffic and parking congestion Eliminates loitering Reward offenders for compliance Wait times to see probation officer Transportation time and expense Lost time from job/school Child care Compliant offenders earn the privilege of PRCC reporting No decrease in collections or community service Return on investment/cost benefit Conserves State resources Positively impacts public safety (via redirection of resources)

Total Calls Since February 2010: 421,632 Improve Supervision Quality Office/Officer Safety Reduces overcrowding Victim and offenders contact reduced Rival gangs Community Safety Reduces offender’s reason to be in the area Reduces traffic and parking congestion Eliminates loitering Reward offenders for compliance Wait times to see probation officer Transportation time and expense Lost time from job/school Child care Compliant offenders earn the privilege of PRCC reporting No decrease in collections or community service Return on investment/cost benefit Conserves State resources Positively impacts public safety (via redirection of resources)

Outcomes Increased Public Safety Improved Supervision Quality Incentivized Compliance Reporting Financial Obligation Community Service Office/Officer Safety Return on investment/cost benefit Improve Supervision Quality Office/Officer Safety Reduces overcrowding Victim and offenders contact reduced Rival gangs Community Safety Reduces offender’s reason to be in the area Reduces traffic and parking congestion Eliminates loitering Reward offenders for compliance Wait times to see probation officer Transportation time and expense Lost time from job/school Child care Compliant offenders earn the privilege of PRCC reporting No decrease in collections or community service Return on investment/cost benefit Conserves State resources Positively impacts public safety (via redirection of resources)

Cost/Benefit Analysis Pre-PRCC 40,000 cases managed by 170 Officers 235 offenders per officer: average caseload size $1.68 - Cost per day per supervised offender PRCC Goal Achievement 40,000 cases managed by 80 Officers 450-500 offenders per officer: average caseload size Present cost per day - $.46 Cost per day at optimum capacity - $.29 90 officers ($4 million value) will be redirected to: Higher risk probationers, Higher priority public safety functions

Standard Focus Prior to 2009 High 531 Officers 309 Officers Special 63% of our officers participated in managing standard level cases Higher risk populations were increasing without an increase in staffing Std level reporting 10976 – telephone - mail Others – face to face 309 Officers

Resource Focus with PRCC Special High Standards 399 Officers 63% of our officers participated in managing standard level cases Higher risk populations were increasing without an increase in staffing Std level reporting 10976 – telephone - mail Others – face to face 441 Officers

Conclusion Impact 2010 Governor’s Customer Service Award 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 Approx 4 M in 2010-BJS Approx 3m (75/25)