I N C H I L D S U P P O RT

PERFORMANCE MEASUREMENT AND MANAGEMENT

CHILD SUPPORT CASE MANAGEMENT PROCESS

Case Initiation

Public Assistance Referrals* Full Services – No application fee *Acceptance of W-2 assistance including child care and some types of medical assistance and recipients of Wisconsin’s Care Taker Supplement must be referred to the child support agency (CSA) and MUST maintain cooperative status.

Social Services Referrals* * When children are placed in Substitute (foster) Care or Kinship Care by a social service agency, one or both of the children’s parents are responsible for repayment of the costs of the placement. Placement information is transmitted to CSA via WiSACWIS interface.

Non-Aid Applications* - Services can include; locate only, paternity adjudication, child and medical support establishment, or child and medical support enforcement. – Application fee *Applications submitted for child support services by an applicant not receiving any type of public assistance.

Intake – The foundation of every case.

Receiving, reviewing, investigating, assessing, referring, and directing new child support referrals or applications to determine the next appropriate steps in the child support process.

Locate

Assess the case. Contact all appropriate resources.

Document all efforts in participant events.

Verify the information.

Paternity Establishment - Process of legally determining the identity of the father of a non-marital child.

Paternity must be established or a voluntary acknowledgment must occur before a court can order child or medical support.

Child and Medical Support Establishment – Process of obtaining a legally enforceable court order for child and /or medical support.

Income Withholding – Most effective support collection tool available to local agencies.

Progressive Enforcement – Use of stronger enforcement tools to obtain compliance by NCP. These include Lien Docket, Administrative Enforcement, and Enforcement in Court.

THERE ARE FOUR DIVISIONS IN CHILD SUPPORT:

Department of Child Support Services

Case Management Financial Legal

CounselOperation

s

CSS: PERFORMANCE FUNDED & FEDERALLY REIMBURSED

• What to measure?• What to manage?• CSS enjoys a 2-to-1 federal match of state and

county funding, and is funded, as are agencies across the country, based on its performance in the areas of:• Paternity establishment.• Order establishment.• Collections of current support.• Collections on arrears.

2009-10 2010-11 2011-12 2012-13 40.00%

50.00%

60.00%

70.00%

80.00%

90.00%

100.00%

CSS Performance Numbers

PERFORMANCE FUNDED & FEDERALLY REIMBURSED

CHILD SUPPORT PERFORMANCE GOALS FOR 2014

Performance MeasuresPerformance Measure 2012 Actual 2013 Budget 2014 BudgetPaternity Establishment Rate

93.62% 93.75% 94.00%

Order Establishment Rate**

80.59% 80.75% 81.00%

Support Collection Rate 56.95% 57.00% 57.25%Arrears Collection Rate 48.50% 49.00% 49.25%

** Measures the percent of cases where child support has been ordered by the Courts. Order establishment is the process of obtaining an order for child support and medical support from a parent who is not living with and not directly supporting his/her child.

HOW DO WE INTEND TO REACH

OUR GOALS?

FUNDING MORE POSITIONS…

• Child Support funded more positions in the 2014 budget.

These positions are:2 - Child Support Assistants1- Child Support Specialist1- Clerical Assistant 11- Fiscal Assistant 11- Fiscal Assistant 23 – Office Support Assistant 2s

• Reducing caseload/FTE and increasing service.

…AND CREATING NEW POSITIONS

• Two District Attorney Investigator positions, including staff costs, equipment, and training, have been funded by our Department with a 66% Federal reimbursement.

This partnership between the DA’s office and CSS will increase the Department’s enforcement

presence outside the Courthouse. This allows focus on the most egregious non-payers with

available assets.

PERFORMANCE MANAGEMENT BY

DIVISION

FINANCIAL DIVISION

o Incorporate goals and measurement into individual reports and productivity measurement.

oManagers review worklists and productivity in real time.

oFiscal and Budget Manager has monthly One on One meeting with Director to discuss performance.

oSmall group team training allows review of goals and a focus on basics.

CASE MANAGEMENT DIVISION

o Post performance numbers in designated areas within work groups.

o Small group training and goals discussion.o Email within work groups RE: Schedules, new procedures,

expectations, and congratulations on jobs well done.oCall Center performance reports and minimum call numbers.o Program and Grants Coordinator has monthly One on One

meeting with Director to discuss performance.o Program and Grants Coordinator then has One on One

meeting with supervisors within Case Management Division.

LEGAL COUNSEL DIVISION

oCover all assigned court calendars.oRequired to provide monthly reports of activities that tie

specifically into departmental performance.oRandom court calendars pulled weekly to assess individual

attorney’s performance. Guidance is provided as to how specific issues can best be handled to maximize performance.

o Legal Counsel Administrator has monthly One on One meeting with Director to discuss performance.

oHold meetings to discuss issues within the division, expectations, and performance.

o Pair new staff with experienced staff to teach by example.

OPERATIONS DIVISION

oDaily book keeping and monitoring help get money to the TRUST Fund and in turn to custodial parents.

oAssist in ensuring payments are posted to correct cases.

oKeep track of process service and pay for services.

oOperations Manager and Fiscal Coordinator meet to discuss issues, new procedures, and performance.

DIRECTOR

o Bi-Weekly Administrative Team meeting to discuss performance status and implementation of new procedures.

oDepartment wide emails to staff focusing on performance stats, divisions, areas of strength, and areas that need improvement.

o Bi-Annual Town Hall meeting for entire Department to discuss performance, goals, and direction of Child Support.

oCommunicating success and importance of performance-funding-jobs connection by rewarding the staff with recognition, certificates for outstanding performance, and certificates for years of service.