1. Child Support Directors Association of California in partnership with California Department of Child Support Services Annual Child Support Training Conference & Expo October 5-7, 2010 | Orange County, California

2. Getting the Most from Interstate Winner of the most under appreciated case function for the 35th year in a row

3. Introduction ■Interstate Cases and Impact on Performance Small, Large and Very Large Counties ■Best Practices for Working Interstate Cases

4. Interstate by the numbers ■111,183 Interstate Cases statewide ✷ 53,499 Initiating ✷ 57,684 Responding ■7% of statewide caseload *As of July 31, 2010

5. FPM 2 – Cases with Orders ■Statewide Average (all cases) 81.4% ■Interstate Initiating Cases 93.98% ■Interstate Responding Cases 84.7% *As of July 31, 2010

6. FPM 3 – Collections on Current Support ■Statewide Average (all cases)54.84% ■Interstate Initiating43.48% ■Interstate Responding51.6% *As of July 31, 2010

7. Orange County ■Past Practices and Challenges ■Focus on Mitigating Challenges Workers: Wide range of rules and regulations from state to state Complexities in dealing with other states Time delays in receiving and submitting paperwork Managers: Limited expert knowledge Various communication methods Limited information to prioritize caseload

8. Interstate Caseload ■Interstate Caseload Focus  Centralization  Accurate Caseload  Closures  Interstate Perspective  Improve Customer Service Through Direct Contact/Communication with Customers

9. Interstate Caseload ■Lessons Learned  Case Clean up Report vs. State-by-State Review Identify patterns Resolve global issues Identify best practices across states  Business Practices Variances from State to State  Point of Contacts

10. Interstate Caseload Orange County Caseload Statistics

11. Data Management Model ■Using CSE Data What type of cases do we have? What does the data tell us? How can we use the data to make best business practice decisions? How many cases with each state - Initiating/Responding? How do the other states perform? Can we focus on certain states?

13. State-by-State Focus

15. State-by-State Assignment ■State-by-state Case Assignment Evenly distribute based on various factors:  CSE vs. non CSEnet  Number of Cases with each State  High, Med, Low Performance States

16. State-by-State Assignment

17. ■Benefits  Develop expertise  Centralization = Better organization  Improved customer service  Established relationships  Improved knowledge of various rules/regulations ■Challenges  CSE Functionality Case manager assignment Tasking Constant changes in regulations, staffing and business practices across states

18. Best Practices ■Increased Customer Service  Direct communication  Contact lists  Resolving issues at the first point of contact results in decreasing 2 nd calls

19. Best Practices CategoryStatesComments States with strict Initiating guidelines AZ Strict guidelines re INIT packets. Limitations on enf remedies. Newly implemented CSENET. Requires good postal verification (30 days); requires copy of Divorce Decree if applicable; DP's birth certificate TX Sum certain judgment, can't have CP and ours state as payee. PA Requires good postal verification (30 days) MI Good locate within 20 days RI and UT Will not open a case for arrears only. UT - no MAO cases. OH Requires sum certain judgment. CO Requires CP's date of application on arrears only cases. (Trans #1), MAO cases may be discontinued in the near future Special Circumstance Rules ME Requires notice of debt service prior to coll on arrears HI Do not pursue contempt, except island of OAHU MN COLA AL Requires CA to pay off BT Fees, if applicable States without CSENET capabilityNH, SC, AL, MS, RI, NV, States with limited CSENet CapabilityLA, KY, NY, SD, TN, TX, MA States that don't work CSENETHI, IN, NM, LA, DE, IL, MD, NE, NY, NC, OK, SD Exceptional AOM StatesIN, NY, NJ 21 years of age

20. Best Practices Interstate Sourcebook

21. Best Practices Interstate Sourcebook

22. Best Practices ■Quality Assurance Checklist

23. Best Practices ■Quality Assurance Checklist

24. Best Practices ■Interstate Workgroup

25. Contacts ■Cindy Tran-Chang, Interstate Team Manager (714)347-8224 ctran@css.ocgov.com ■Patti Welch, Case Operations Manager (714) 347-5962 pwelch@css.ocgov.com ■Maria Arzola, Case Operations Manager (714) 347-8228 marzola@css.ocgov.com

26. Ventura County ■Introduction ✷ Managing the Interstate caseloads ✷ Increasing Performance Measures through collections

27. How does Ventura handle Interstate cases? ✷ Specialized Interstate Unit 10 Child Support Services Specialists Office Assistant Managing Attorney Fiscal Contact ✷ Caseload Assignment State vs. Alpha

28. State Assignment ■Pros ✷ Familiarize yourself with regulations and requirements for the other state ✷ Build contacts/relationships with other state caseworkers

29. State Assignment ■Cons ✷ Some states more active than others ✷ Caseload coverage ✷ Manual caseload reassignment

30. Alpha Assignment ■Reasons behind the change: ✷ Call Centers ✷ Information easily available on OCSE website ✷ Volume of work is more evenly distributed ✷ Team Coverage

31. UIFSA Referral Procedures- Establishment ■Do we have a postal verification confirming the address for the NCP in another state/country within the past four months? NCP’s address verification date MUST be updated on CSE. ■If NCP is out of the country, do we have reciprocity? ✷ CA has reciprocity with: Australia, Austria, Bermuda, Canada (all provinces), Czech Republic, Fiji, Finland, France, Germany, Hungary, Ireland, Mexico, Netherlands, New Zealand, Norway, Poland, Portugal, Republic of South Africa, Slovak Republic, Sweden, and United Kingdom. ■If we have jurisdiction to establish an order, has long arm service been tried? ■Have we had contact with the non-welfare CP in this case within the past six months? If not, please contact the CP to determine if she still wants our services. If no phone number is available after locate efforts are made to obtain a phone number for the CP, proceed to review for “Loss of Contact.” ■Have ALL pending legal and/or non coop issues been resolved? Please do NOT refer to the Interstate Team until ALL legal and non coop issues are completed. ■Pull the physical file and route to the supervisor of the Interstate Team.

32. UIFSA Referral Procedures-Enforcement ■Do we have a postal verification confirming the address for the NCP in another state/country within the past four months? NCP’s address verification date must be updated on CSE. ■If an order exists, can we do an Income Withholding Order/NMSN instead of a UIFSA? Have we tried? ■If NCP is out of the country, do we have reciprocity? ■Has the NCP been contacted regarding his current employer? Please attempt a phone call. If you cannot reach the NCP by phone, please send a letter to the NCP. ■Please check the appropriate NCP Participant screens for income, employer, and locate information. ■Please insure that the order information has been entered on CSE and that the applicable accounts have been opened in fiscal. Work all outstanding tasks. ■Are there three certified copies of the applicable court order in the file? If not, please obtain the certified copies prior to sending the case to the Interstate Team. (Note: If there is only one certified copy in the file, the case manager can refer the case to the Interstate Team and then request the additional two copies.) ■Have we had contact with the non-welfare CP in the past six months? If not, please contact the CP to determine if she still wants our services. If no phone number is available after locate efforts are made, proceed to review for “Loss of Contact.” ■ALL pending legal actions (Mods, Contempts, Oraps, etc.) must be completed/resolved prior to referral to the Interstate Team. ■Please pull the physical file and route to the Interstate Team supervisor

33. Performance Measures ■How is Ventura increasing Performance Measures? ✷ Case Management Tool ✷ Interstate Case Shelf ✷ Monthly projects that focus on collections

34. Monthly Projects

39. Performance Measures ■How has Ventura benefited from these projects? ✷ Increased awareness in Interstate cases More referrals for UIFSA to other states More referrals for COAP ✷ Increased collections for both ongoing and arrears cases. Some examples: Holler for a Dollar Project –78 enforcement actions –$20,680.64 total money collected for this project Money Does Grow On Trees Project –726 phone contacts –$10,736.00 total money collected for this project

40. Contacts Sonia Lopez Child Support Services Specialist IV Staff Development Team (805) 654-5563 Sonia.Lopez@Ventura.org Interstate Contacts: Tina Thomas Supervising Child Support Services Specialist (805) 648-9383 Tina.Thomas@Ventura.org Brenda Tomaszewski Child Support Services Specialist IV (805) 654-3486 Brenda.Tomaszewski@Ventura.org OCSE Link: https://extranet.acf.hhs.gov/irgps/stateMap.do (click on Public User)https://extranet.acf.hhs.gov/irgps/stateMap.do

41. Napa County DCSS-Interstate Performance Tools ■Goal-To provide an Overview of the Tools we use to help us positively-impact our Performance ■Objective-To provide you with a simple yet concise plan on how to make these Tools work for you.

42. Primary Tracking Mechanism Case Management Tool

44. Basic Performance Tools ■Function Pass-On Checklists ■CSENet ■EIP-Based Contact Letters on URS Cases ■Local Hearings-Customer Outreach

45. Function Pass-On Checklists ■Validates that case essentials have been addressed ■Verifies Long-Arm Enforcement not possible ■Expedites the UIS Referral process

46. Function Pass-On Checklist-Order Exists UIS CHECKLIST Case name: ____________________ Case Number: __________________ Date: __________________________ ■UR State: _________________________________________________________ ■Account types: _____________________________________________________ ■CP’s signature required: YES NO Last payment: _________________ ■ 1. Reassign case to self. 2. Request 3 certified copies of each order from the court clerk ■ Requested: ________________ ■ 3. Update audit (priority): ■ Requested: _______________________________ ■Upon completion of audit, schedule appointment (if needed) and generate the following documents: ■Transmittal #1 (order exists) ■Registration Statement NOTARY NEEDED ■Generate Uniform Petition NOTARY NEEDED Also included in referral: ■Certified copies of ALL orders including ROFOs done by Napa Co. of any foreign orders. ■Notarized audit ■Scan referral. ■Add suppressions. ■Generate CSNET transaction to UR state.

47. Function Checklist-Establish Order UIS CHECKLIST Case name: ____________________ Case Number: __________________ Date: __________________________ UR State:________________ ■Reassign case to self. ■Create pending court caption. ■Generate Affidavit for Paternity and General Testimony—will also include Uniform Petition NOTARY NEEDED for all. ■Generate CP appointment letter include Affidavit to Est Pat and General testimony (do not send Uniform Petition) ■Day of appointment: ■Generated Transmittal #1 ■Review and notarize paperwork ■Scan referral ■Generate CSENET transaction to OJ.

48. CSENet – Make it Work for You! ■Improves Customer Service-Expedites getting answers for customers ■Improves Performance-Provides more current updates for cases, especially, financial information for CSE ■Improves Compliance-Obtains updates on cases per compliance regulations

49. URS & EIP Early Intervention Process on Responding Cases ■Helps to Establish Enforceable Orders ■Secures Compliance ■Fosters improved customer service between Other Jurisdictions and CA and its customers

50. EIP Contact Letters-Responding Cases “Napa County Department of Child Support Services has been requested by the State of Ohio to establish a child support court order for child_______. Please contact our office at your earliest convenience so we can explain the process, including genetic testing. It is our goal to assist you through the child support process as it relates to your individual case, and to ensure that your child support order is based on accurate information. We need your cooperation to achieve these goals. Thank you in advance for working with our office to form an amiable relationship. The case manager for your case is Susan Kemp and can be reached by calling 707-253-4954.”

51. EIP Contact Letters - Responding Cases “Napa County Department of Child Support Services has been requested by the State of Florida to enforce your child support court order for child,________. Please contact our office as soon as possible, so that we may provide you with additional information, and discuss the current status of your case. Your full monthly support obligation is $ current child support, plus an additional $50.00 payment per month towards arrears owed, for a total of $ per month. Your payment is due on the 1st of each month, but must be mailed no later than the 20th day of each month, to ensure you are given credit for your payment in the month that your payment is due. Please allow at least 7-10 business days for mailing and processing of your payment.”

52. EIP Contact Letters-Responding Cases “You can mail your payment directly to the State Disbursement Unit (SDU) at P.O. Box 989067, West Sacramento, CA 95798. Please make sure to include your Case number &/or your Participant I.D. # on your check. If you are employed, please notify us immediately of your employers name and address, and we will send a withholding order directly to your employer. It is our goal to assist you through the child support process as it relates to your individual case, and to ensure that your child support order is based on accurate information. We need your cooperation to achieve these goals. Thank you in advance for working with our office to form an amiable relationship. The case manager for your case is Susan Kemp and can be reached at 707-253-4954”

53. Telephonic Hearings-Customer Outreach ■Modification of Child Support ■Contempt Actions

54. Court Call Telephonic Appearances Informational Letter About CourtCall: > A CourtCall appearance is made as part of a participating Department's general calendar. > Unless notified to the contrary, all counsel who have timely filed their Request and have paid the fee may appear by dialing the toll-free teleconference number provided by CourtCall,LLC. > A pre-hearing check-in will occur approximately five (5) minutes prior to the scheduled hearing. CourtCall appearances may be granted preference by the Court. CourtCall appearances are voluntary and may be made without consent of the other party or advance consent of the Court. > The Court reserves discretion to require personal appearance. NOTE: You need to schedule CourtCall one week in advance of the court date.

55. Court Call Telephonic Appearances Informational Letter The following matters may not be conducted via CourtCall: 1. Hearings which may require oral testimony. 2. Hearings that may require oral argument anticipated to exceed 15 minutes. 3. Any hearing at which witnesses are called to testify. 4. Settlement conferences and final status conferences unless the court orders otherwise. 5. Any hearing or conference for which the court determines that a personal appearance would materially assist in a determination of the proceedings or in resolution of the case. Requirements for a CourtCall appearance: > The CourtCall telephonic program is available at Napa Superior Court for selected civil hearings pursuant to Local Rule 2.00.18. > A Request for CourtCall Telephonic Appearance must be served and filed with CourtCall ATLEAST FIVE (5) COURT DAYS BEFORE THE HEARING. > The fee for this service is $55.00, payable directly to CourtCall, LLC. They will fax a confirmation to the attorney's office upon receipt of the filing and payment. An additional fee of $35.00 will be assessed for requests made less than five (5) court days before the hearing > For detailed information regarding this service, please call CourtCall at (888) 88-COURT.

56. Contact Us ■Maria Arzola ✷ marzola@css.ocgov.com marzola@css.ocgov.com ■Sonia Lopez ✷ sonia.lopez@ventura.org sonia.lopez@ventura.org ■Toni Solorzano ✷ toni.solorzano@countyofnapa.org toni.solorzano@countyofnapa.org ■Marci Jensen-Eldred ✷ mjensen-eldred@css.sbcounty.gov mjensen-eldred@css.sbcounty.gov