Practice Indicators 101Jennifer Traumann

Director, Sonoma County

Donald HerzogResearch Analyst, Ventura County

Exercise: Thinking in Multiple Dimensions

Which one is “bigger”?

Another question: Is “bigger” better?

Workshop Outline

Overview• Where “Practice Indicators” come from

PI 6• Current Support Paid by Percentage Band

PI 8• Percent of Stipulated Orders

Q&A• Questions and Answers

DCSS Strategic Plan 2015-2019

Goal 1: Increase support for California’s children

Goal 2: Deliver excellent and consistent customer services statewide

Goal 3: Enhance program performance and sustainability

Goal 4: Develop and strengthen collaborative partnerships

Goal 5: Be innovative in meeting the needs of families

The Big Picture

Mission

Vision

Goals

Objectives

Strategies

Tactics

Practice Indicators

Putting PIs to Work

Understand• What data goes into a PI• What are the related business processes• How are customers affected

Case Opening

Establishment

Enforcement

Putting PIs to Work

Consider• PIs relate to each other• Business processes can affect multiple PIs• What does “improved” performance look like

PI 8 – Stipulation %

PI 10 – Default %

Keys to Understanding: Monthly PI Package

CCSC > Data Library > Practice Indicators > PI Packages

Monthly PI Package• PI Title and Column Headings• Business Question• Explanation of the Data Columns• “Conditions of the Data” – Criteria

Keys to Understanding: Back-up Data

CCSC > Data Library > Practice Indicators > Back-up Data

What reported, how it reported• Review actual samples from data• Compare to CSE/CBUD• Other sources – e.g. Total Collections by Source• Investigate good and bad examples in depth

Keys to Understanding: Training

CCSC > Data Library > Practice Indicators > Training and PI Support

Available on California Child Support Central• PowerPoints from DCSS Webcasts• Desk Aids

PMP Success Webinars• Recorded webinar series by various LCSAs• Video download from Child Support University

Networking Experience!

Practice Indicator 6 – In Depth

Practice Indicator 6 Percent of Current Support Paid by

Percentage Band

?

PI 6 At a Glance

Cases organized by aid status and LCSA total Divided into six different bands based on payments

made during FFY Total of all six bands is 100%

PI 6 History – Ventura County

0.00%0.01 -

25.00% 25.01 - 50.00% 50.01 - 75.00% 75.01 - 90.00% 90.01%+

Apr-15 17.83 9.08 9.04 11.71 11.43 40.91May-15 17.34 9.89 9.54 11.97 11.44 39.81Jun-15 16.94 10.04 9.42 11.94 12.83 38.82Jul-15 16.57 10.31 9.86 12.32 12.78 38.15

Aug-15 16.33 10.46 9.89 13.12 11.68 38.52

Sep-15 15.82 10.98 9.93 13.19 12.03 38.04

Oct-15 29.63 2.76 3.5 4.33 2.72 57.06Nov-15 24.51 4.61 9.97 5.84 7.51 47.55Dec-15 21.43 5.78 7.55 9.72 6.37 49.15Jan-16 20.43 7.81 8.13 10.56 7.94 45.12Feb-16Mar-16Apr-16

52.3451.2551.6550.9350.2050.0759.7855.0655.5253.06

Ventura County Organizational Structure

Establishment Post OrderCurrent Support

SegmentsArrearsCurrent Support

Segments

IntergovernmentalZero Orders

Paying Occasional Non-Paying

PI 6 – Support Caseworker Decisions

PI 6 Caseworker Report Monthly Report

• Trends for Each Band• Hover for Detail• Click through to Caselist

Report

PI 6 – Specific Data for Specific Action

PI 6 – Tailored Strategies by Case Type

PI 6 – Accountability

PI 6 – Putting it into Practice

Simple Solutions:• CMT – Filter by CS1257_FFY_Curr_Sup_%_FPM

Instructions on CCSC > Data Library > Practice Indicators > Training & PI Support

• Practice Indicator Backup DataCCSC > Data Library > Practice Indicators > Back-up Data

PI 6 – Putting it into Practice

Additional Options• SQL Query > Excel

• Charts and filters• Includes any optional data available in the DR

• SQL Server/Reports• Consolidate data from multiple sources• Steep learning curve• High personnel cost/expertise required

Increase the Percentage of Orders by Stipulation

PI 8

Increase Stipulations – WHY?

• It is about the family!

• Stipulations are more likely to pay, as compared to defaults and court litigation

• Caseworker establishes trust with parents during the negotiations and can incorporate education regarding services

• The kids WIN when their parents work together!

Increase Stipulations – HOW?

• Review the data

• Study your organizational structure

• Train and provide tools

• Create the team - utilize the talent

• Set goals and monitor progress

• Encourage success and have fun

Stip Queens

Tips & Tricks

• Pick up the PHONE; Use direct lines for return calls; and e-mail rather than mail

• Explain the process; Give options; Be familiar with how the Court will rule

• Create a relationship; Get to know the parties; and Apply neutral mediation

• Use CMT: Filter for paying cases; Age of the order; Valid locate; and Low arrears balance

• Offer temporary orders - 6 month agreements

• Last effort – “Hail Mary Pass”

Successful Stipulations Strategies from our Caseworkers

The one piece of advice I would offer is just give good customer service to the parties and

answer their questions. I tell them exactly what I need from them and when it is needed. I

think you need to be upfront with them on the whole process so they can make their best

decision as well.” R&A Team

Successful Stipulations Strategies from our Caseworkers

Successful Stipulation

Pick up the phone

Give direct line

Talk to parties

Be proactive in the negotiation

process Don’t be afraid to ask a Non-Welfare CPs if they will

deviate from guideline

Be patient and understanding

Don’t give up! It takes more than a few phone calls to

get your agreement

Percentage Stipulated Orders (PI 8)

58.3%

56.5%

51.2%

59.0%

FFY 2012 FFY 2013 FFY 2014 FFY 2015

Stipulations by Team

64%26%

10%

Review & AdjustmentTeam (Stip Queens)

Establishment

Court & Enforcement

Payment Compliance of Stipulated and Default Orders (PI 9 & PI 13)

PI #9 - Payment Compliance of Stipulated OrdersPercentage Bands

County 0.00% 0.01 -25.00%

25.01 -50.00%

50.01 -75.00%

75.01 -90.00%

90.01% or more

STATEWIDE 6.45 5.08 8.87 13.07 14.54 51.98Sonoma 5.33 4.59 9.19 9.48 12.59 58.81

PI #13 - Payment Compliance of Default OrdersPercentage Bands

County 0.00%0.01 -

25.00%25.01 -50.00%

50.01 -75.00%

75.01 -90.00%

90.01% or more

STATEWIDE 45.56 10.43 10.72 11.34 8.32 13.62Sonoma 26.96 11.76 9.31 12.25 15.20 24.51

Data Source: DA-48 and DA-50

Payment Compliance of Stipulated and Default Orders (PI 9 & PI 13)

88%

61%

Stipulated Orders Default Orders

Data Source: DA-48 and DA-50

Questions

Jennifer TraumannDirector, Sonoma County DCSS

(707) 565-4023|Jennifer.Traumann@sonoma-county.org

Donald HerzogResearch & Data Analysis, Ventura County DCSS

(805)437-8206donald.herzog@ventura.org