Early Intervention Process (EIP)

Presenter: Tanguler Gray-Johnson & Toni SmileyPresentation to: DCSS Managers & Supervisors Date: April 2, 2012

Georgia Department of Human Services

Vision, Mission and Core ValuesVision Vision

Stronger Families for a Stronger Georgia.Stronger Families for a Stronger Georgia.

MissionMissionStrengthen Georgia by providing Individuals and Families access to services that promote self-sufficiency, independence, and protect Georgia's vulnerable children and adults.

Core ValuesCore Values• Provide access to resources that offer support and empower Georgians and

their families. • Deliver services professionally and treat all clients with dignity and respect.

Manage business operations effectively and efficiently by aligning resources across the agency.

• Promote accountability, transparency and quality in all services we deliver and programs we administer.

• Develop our employees at all levels of the agency.

Purpose and Benefits• Education

– Non Custodial Parents (NCP) and DCSS Contact Center staff

• Traditional (core) services • Outreach services

– Fatherhood– Problem Solving Court – Access & Visitation – Community Outreach

– Intense monitoring of new support orders for 60 days

– Orders established by DCSS– Orders new to DCSS

• Goal (s) and hypothesis – Increase current support paid – Increase soft glove approach

(respond early to changes in circumstances)

– Decrease adversarial approach – Decrease overall enforcement

processing time frame – Direct and personal NCP contact

• phone calls 10 days before the first payment and 10 days after the first payment is due

EIP Calls and Reporting• DCSS Contact Center

– Agent (Advanced level) – Case Management Experience– EIP outbound calls – Outreach inbound calls

• Pre Due Date Calls– 10 to 15 days prior to the first due date– Pre call status script

• Post Due Date Calls– 10 to 15 days after missing the first payment– Post call status script

• Reporting– $TARS Ebill EIP report (SIDJ017M )– Identifies newly established orders for current month– replaces monthly EIP log previously maintained by local offices

$TARS Documentation• Case Action Log

– Contact Center Agent (Advanced level)

– Beneficial case management info

• Locate • Default orders • Changes in circumstances,

etc• Early Intervention Process

– NCP address screen – Customer service screen – Coding

• Successful (Call Successful S) calls are defined as:

– Speaking with the NCP, or – NCP returns call to the Contact Center

• No Contact (No Contact N) calls are defined as:

– Placed call and did not speak with NCP– Left message for NCP

• Unsuccessful (Phone Number is not good P) calls are defined as:

– Telephone number disconnected or changed

– Placed call and advised the number is incorrect

– If no number for the NCP exists in $TARS

Local Office Actions (Follow up)• Upon reviewing the Oscar/NCP Alpha Report (ENF info removed

from SOP)– Educate NCP on payment options available – Determine NCP eligibility for the Fatherhood Program

• Remember that upon 60 days of delinquency– Notice of intents, suspensions, and releases are now initiated

automatically– Driver’s license when active that meets the required case

conditions • Upon 90 days of delinquency, local office agent will begin contempt

process based on local office procedure.

Forms

Form Name Description EIP EIP Letter - unable to reach NCP

FIW Income withholding order for support

FHI Fatherhood Invitation Letter

Early Intervention Process

Answers

Questions