Intergovernmental Case Processing Innovation Project Summaries

Publication Date: April 20, 2020

In September 2019, OCSE awarded funding to 7 state and 2 tribal child support agencies through the Intergovernmental Case Processing Innovation demonstration grant Visit disclaimer page . The grantees will test innovations likely to increase payments, efficiency and customer service by making improvements to their intergovernmental case processing procedures and systems. This demonstration is intended to generate evidence-based knowledge so that policymakers and program administrators can determine whether implementing similar processes, technology, or interventions could increase collections and improve intergovernmental case processing.

These summaries provide an overview of the grantees' projects for the two-year period. Grantees will evaluate their interventions by comparing administrative data on collections, case processing time, and customer service before, during, and after the intervention period.

For more information, contact the Division of Program Innovation at OCSE.DPI@acf.hhs.gov.


California Department of CHild Support Services Visit disclaimer page

Project Title:

Interactive Forms Software Solving Intergovernmental Case Management

Target Population:

Noncustodial parents in multiple counties in California

Project Summary:

Funds from this grant program will assist with the procurement and implementation of an interactive forms software solution that can be customized to guide participants in the completion of forms, provide electronic signatures and secure delivery functionality, validate form field responses, and enable multilingual support for developed forms.

Expected Outcomes:

  1. Increased number of Review and Adjustment (R&A) packets returned by participants
  2. Decreased number of days in the return and processing of R&A and Uniform Interstate Family Support Act (UIFSA) packets
  3. Expedited modification of court orders
  4. Increased compliance with court orders
  5. Decreased volume of documents mailed to participants in other jurisdictions
  6. Increased volume of UIFSA packages transmitted by local child support agencies

Contact:

Alexis Ramirez
916-464-6813
alexis.ramirez@dcss.ca.gov

Colorado Department of Human Services Visit disclaimer page

Project Title:

Colorado Interstate Collaboration (CIC)

Target Population:

Child support customers in Colorado, Arizona, Kansas, Nebraska, New Mexico, Oklahoma, Utah, and Wyoming

Project Summary:

Colorado Department of Human Services, Division of Child Support Services (CO DCSS) will implement the Colorado Intergovernmental Collaboration (CIC) demonstration project to test the effectiveness of improved cooperation and relationships between Colorado and its bordering states. CO DCSS’ goal is to improve collaboration among Colorado county child support staff and their counterparts in other states/jurisdictions to increase collections. This will be done by convening five interstate collaboratives involving child support staff from Colorado and from those states with which Colorado shares a border. In-person meetings will provide a productive forum to discuss differences and similarities in case processing and individual problem cases. Through these collaboratives, Colorado intends to increase collection on interstate cases initiated in Colorado by 1.2% in two years. This ambitious goal will effectively double the improvement in collections among interstate cases compared to the anticipated improved collection (0.6% in two years) for Colorado’s total child support caseload. CIC will support neighboring states by resolving barriers and specific case processing issues. This will be accomplished by developing new tools for cross-jurisdiction cases and ensuring stronger communication processes are adopted by cross-state participants.

Expected Outcomes:

  1. Creation of a neighboring state matrix that outlines different requirements per state
  2. Better intergovernmental communication among child support professionals across state lines
  3. Increased collection of child support from intergovernmental cases
  4. Increased family wellbeing resulting from child support income and better information about cases in Colorado

Contact:

Sabrina Montoya
303-866-3183
sabrina.montoya@state.co.us

Fort Belknap Indian Community Visit disclaimer page

Project Title:

Fort Belknap Indian Community Child Support Enforcement Program (FBIC CSEP)

Target Population:

Noncustodian parents in the Fort Belknap Indian Community who are not involved in their children's lives

Project Summary:

The Fort Belknap Indian Community Child Support Enforcement Program (FBIC CSEP) will increase the collection on intergovernmental child support cases they share with state agencies. Gaining access to the Federal Parent Locator Service (FPLS) will help the FBIC CSEP locate parents, inform them of their financial obligations to the child(ren), establish child support orders and interact with noncustodial parents in a fair, meaningful, and conclusive manner. By providing training and a data and evaluation plan to case managers, the FBIC CSEP will increase management efficiency and identify sustainability measures that will allow the program to increase case outcomes; child support collection rates; the overall management of all the cases that they are jurisdictionally responsible for; and programmatic efforts that address a full spectrum of parent and family strengthening needs.

Expected Outcomes:

  1. Location of parents associated with the intergovernmental cases using FPLS
  2. Development of a data and evaluation collection plan to streamline case processing practices
  3. Training to case managers to use the FPLS and maintain their data collection practice that will result in increased collections and locations on primarily intergovernmental cases

Contact:

Willowa "Sis" Horn
406-353-4230
sishorn@ftbelknap.org

Indiana Department of Child Services Visit disclaimer page

Project Title:

Interactive Forms Software Solving Intergovernmental Case Management

Target Population:

Indiana county IV-D offices, Central Registries, and case participants

Project Summary:

The Indiana Child Support Bureau (CSB) will initiate four activities designed to improve families’ interactions with the child support enforcement agencies through a combination of proactive customer service and procedural changes. The first two activities involve the creation of a CARE Team (Collaboration, Assistance, Resource, and Education) to oversee all of Indiana’s intergovernmental interactions. Processes and workflows developed around services provided to Indiana’s county and state partners. As the team becomes more experienced with these new processes, the procedures will be reviewed and updated.

The third activity is a business process review and redesign to build efficiencies into the workflows. The fourth activity is the creation of a series of interactive eLearning modules focused on the OCSE tools of Electronic Development Exchange, Query Interstate Cases for Kids, and the Intergovernmental Reference Guide. The modules will be developed and tested during the OCSE grant period, and will become a part of the Indiana Training Team’s Intergovernmental Training series.

Expected Outcomes:

  1. Increased collections of intergovernmental cases
  2. Improved case processing procedures that increase efficiency
  3. Enhanced customer service

Contact:

Cheryl Jackson
317-232-2015
cheryl.jackson@dcs.in.gov

The Klamath Tribes Visit disclaimer page

Project Title:

The Klamath Tribes Federal Parent Locator Service Project

Target Population:

The Klamath people, The Modoc people and The Yahooskin people in Oregon

Project Summary:

The Klamath Tribes will conduct activities to complete the requirements to have direct access to the Federal Parent Locator Service portal.

Expected Outcomes:

  1. Increased child support collections by 15% per year
  2. Improved case processing time
  3. Improved customer service
  4. Increase parents’ trust and confidence in the child support program and its processes
  5. Improved children’s financial well-being and quality of life

Contact:

Danita Herrera
541-783-3020, ext. 105
danita.herrera@klamathtribalcourts.com

North Dakota CHild Support Division Visit disclaimer page

Project Title:

North Dakota Intergovernmental Improvement Project

Target Population:

Families who receive child support services from North Dakota and/or the Three Affiliated Tribes, and who have at least one parent in the family who lives in another jurisdiction

Project Summary:

The project seeks to increase collections on intergovernmental cases and improve intergovernmental case processing procedures to increase efficiency and enhance customer service through assessing the need for intergovernmental cases; improving incoming intergovernmental referrals, improving outgoing intergovernmental referrals; and managing state and tribal referrals, transfers, and shared cases.

Expected Outcomes:

  1. Enhanced role of the Central Registry or Centralized Intake Unit to thoroughly screen incoming intergovernmental referrals to ensure needed information and documentation is identified early in the process and the case is not assigned to a case manager prematurely
  2. More complete documentation of incoming intergovernmental referrals
  3. Shorter intervals between the opening of an incoming intergovernmental case, the date paternity and support are established, if necessary, and the date of first collection
  4. Streamlined, customer-friendly approaches for servicing intergovernmental cases, including obtaining needed information from service recipients
  5. Shorter intervals between identifying the need to initiate an outgoing intergovernmental referral, initiation of a referral, the date paternity and support are established, if necessary, and the date the first collection is received from the responding jurisdiction
  6. Increased use of in-state processes and more responsive steps to close intergovernmental cases when appropriate, resulting in fewer open intergovernmental cases
  7. Reduction of duplicative efforts by state and tribal IV-D programs working on the same case
  8. Identification of barriers or practices in the handling of intergovernmental cases by state and tribal IV-D programs that need to be eliminated or reduced by improved communication among programs and potentially additional federal guidance or policy

Contact:

Beth Dittus
701-328-5440
bldittus@nd.gov

Oklahoma Department of human Services Visit disclaimer page

Project Title:

Tribal Intergovernmental Collaboration: Improving Processes and Practices

Target Population:

Muscogee (Creek), Cherokee and Modoc Nations

Project Summary:

The project will establish a national standard for data transfer between state and tribal IV-D partners, align with National Information Exchange Model (NIEM) data standards, and integrate NIEM into the OCSE created Model Tribal System. This project will improve processes to refine practices, increase collections, and improve intergovernmental state and tribal partnerships. The goals of this project are to 1) improve TANF (Temporary Assistance for Needy Families) and IV-E (Foster Care and Adoption Assistance) recovery collections for Oklahoma from Tribal IV-D programs on intergovernmental cases; 2) decrease and/or eradicate duplication of child support cases by Tribal Child Support Services and CSS; and 3) ensure tribal IV-D custodial persons will receive proper current support and arrears distributions of collections after termination of their state assistance benefits. Success of these goals will provide both CSS and the Tribal IV-D agencies involved with overall savings in both time and resources.

Expected Outcomes:

  1. Prevention of overpayments to custodial parents and increased state collections
  2. Custodial parents’ prompt receipt of child support payments
  3. Reduction in state and tribal programs that are working the same child support case
  4. Tribal and state case management computer systems that have correct account balance information on intergovernmental cases they have in common

Contact:

Anthony Jackson
405-522-2631
anthony.jackson@okdhs.org

Virginia Department of Social Services Visit disclaimer page

Project Title:

The Three-State Intergovernmental Project: Virginia, Maryland and North Carolina Child Support Intergovernmental Case Processing Innovation Demonstration

Target Population:

Families with child support cases in Virginia, Maryland, and North Carolina

Project Summary:

The Virginia Division of Child Support Enforcement, Maryland Child Support Administration, and North Carolina Child Support Services will engage in a three-state Business Process Re-engineering (BPR) study to document current processes for handling intergovernmental cases among these three states, as well as complete a business transformation or business change management initiative that will implement the most efficient and customer-centric processes going forward.

The goal of this project is to improve interstate case performance by redesigining key case processing inputs in each of the three states. To measure progress towards this goal, data will be analyzed using standard statistical methods under a pre-test/post-test research design. As part of this evaluation process, data will also be collected to determine the level of improvement in customer service. The evaluation will look at customer service by analyzing data from two perspectives: parents as customers of state agencies, and state agencies as customers of one another. These data will include factors such as response times and resolution rates between states, frequency and quality of contact with parents, and pre- and post-implementation results based on customer satisfaction surveys.

Expected Outcomes:

  1. Improved collections program-wide
  2. Improved customer service outcomes program-wide through various means such as shorter response times
  3. Increased broader adoption of best practices across IV-D programs
  4. Improved communication and cooperation between states

Contact:

Mariellen Keely
804-726-7923
mariellen.keely@dss.virginia.gov

Washington State Division of CHild Support Visit disclaimer page

Project Title:

Intergovernmental Case Processing Innovation Demonstration

Target Population:

Families who live in Washington and have child support cases in Canada and Mexico

Project Summary:

The DCS project will leverage resources to improve child support outcomes on international cases with Canada and Mexico. This project will evaluate the impact a specialized team of international liaisons trained on procedural justice and behavioral economics principles has on case processing, collections, and customer service. The intent of the project is to inform policy decisions and improve understanding of the factors that impact international child support cases.

Expected Outcomes:

  1. Increased number of international cases with Canada and Mexico
  2. Increased average child support collected on international cases with Canada and Mexico
  3. Reduced average time to establish an order on international cases with Canada and Mexico
  4. Reduced average time to receive a payment on international cases with Canada and Mexico

Contact:

Christina Blesi-Hays
253-476-7674
christina.blesi@dshs.wa.gov

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