The kinder term for collections is compliance. But the exercise is still the same. Financial obligations unmet and somebody is in charge of
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- Cornelius Norman
- 8 years ago
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1 The kinder term for collections is compliance. But the exercise is still the same. Financial obligations unmet and somebody is in charge of collecting them. Traditionally, not a role for the Clerk s Office but out of necessity in an effort to bring in revenue it has become our reality. 1
2 In Volusia County, we really weren t looking at this from a revenue perspective to start with. Instead it became highlighted by the necessity to improve performance measures 2
3 When you think about it, 40 cents on the dollar doesn t seem like a lot to gather for misdemeanor collections. But we were collecting 8% lower than that. It seemed like we could improve this so we started to look at ways to get things done. 3
4 We had 4 key steps to making the in court enrollment of payment plans work. 1-we completed the plans during court with the defendant present. 2- Defendants were enrolled at the time of their sentencing. 3- Terms for satisfaction over 6 months, a familiar term for the Court. 4-We got that signature on the plan in the courtroom for the defendant so obviously they understood it right? 4
5 We thought we had things heading the right way so when we looked at the numbers over the next 3 months we were initially both surprised and disappointed. 5
6 Not everything you try works the first time. We opted for the easiest and quickest way to get payment plans going. It seemed right. Low impact on court setting with the opportunity to get people signed into a payment plan. 6
7 But what did that really mean? Court proceedings in County Criminal move at a rapid clip. There is lots of information thrown out to the defendant to absorb and in many cases we had folks just sign one more piece of paper. What did that mean to the person signing??? 7
8 In reality, it meant very little. They knew they had obligations, costs were one of them. If they didn t make a payment what did that truly mean. By the time folks left the courtroom they had forgotten most of what had been said with little incentive to go to the cashier and pay. 8
9 The only notification to a payment plan we provided to applicants was the paper they took with them out of the courtroom. That just didn t provide the results we were looking for. 9
10 We had to take an honest look at our approach and consider what it would take to truly collect in Volusia County. 10
11 Nobody likes to start from scratch. At the same time we were thinking this over, a series of compliance planning workshops were coming together sponsored by the CCOC. So we drove up to hear what they had to say and then went down to Polk County to see a compliance office in action. And they were extremely helpful. The approach was different but they were committed to making a collections difference. What we had wasn t working. We had to do something but to what degree. 11
12 Collections techniques and tools don t work the same way for all people. Each of us may take a slightly different approach to things based on needs within our areas. For us, we had to come up with a way that didn t require a large staff, because as most of us have noticed that wasn t going to be possible. It had to be the right blend of people, positioning, and technology. 12
13 We wanted to get things going quickly. We were able to implement our approach 90 days after making a decision on the direction. There are many things it takes to make that happen. 13
14 The Clerk, our Chief Deputy, Fiscal Director, and IT Director were all completely supportive of this project. We wouldn t have made it any other way. We got attention for this project when collections performance measures dropped. We continued gaining attention as we showed signs of gaining revenue. 14
15 If you have a former probation officer or collections person in your office go talk to them. If they are aggressive and good communicators sign them up. The effort will not succeed if you don t have a high energy organizer putting things together. Dianne Bramer is our Project Specialist coordinating the day to day activities of collections operations. She has both Clerk supervisory experience and has worked as Probation supervisor. I 15
16 Not all of the available tools work for everybody. That s true in compliance and collections. Try what you think can work. Change it if it doesn t. Remain flexible about the process as you go along. And let automation help you where it can. 16
17 In Volusia County there are 6 County Judges located in DeLand and Daytona. We began the process with one judge. No sense in rocking the boat with all judges at the same time. The pilot was very successful actually decreasing court time since defendants immediately reported to the customer service counter to enroll in payment plans. After starting in June of 2010, all six judges were on board by the end of the year. 17
18 Technology kept the manpower down in collections. We contracted with I-Plow, Inc. out of San Antonio, Texas. Their software solution builds payment plans, tracks compliance requirements, creates notifications, and builds statistical reports. We also integrated the software with our case management system to keep up with incoming payments. We then built integration to DHSMV for DL suspensions, and Amscott for remote payment options. In addition we built an interface to an automated calling service from Voice Broadcasting. At 7 cents per call we now place calls to defendants who are late or approaching potential DL suspension. The results of these calls are updated to the compliance software. Rather than use a traditional notice, we created a yellow postcard that notifies the defendant of overdue payments. Both the postcards and automated voice calls are made in english and spanish based on the payment plan applicants language preference. 18
19 We ve learned that waiting is part of the process for payment plans. We have structured our customer service lobby to accommodate payment plan completion, review of payment terms, and make sure they have the opportunity both to contribute the first time the see us and also take with them their agreed to plan. 19
20 The application for an authorized payment plan tracks all liability and assess information for an applicant. The process to fill out the form generally takes about 5 minutes. This application is also available in both English and Spanish. 20
21 We have built the process to include multiple notifications. Payment Plan applicants are both called and mailed postcards for an approaching payment due date and for over due payments that will soon lead to both DL suspensions and submittal to our third party collection agency. 21
22 The judiciary in Volusia have been extremely cooperative with the implementation of the Compliance office. We send out monthly updates to each judge that tracks their progress and when adjustments are necessary they have been most helpful in contributing. Some of the judges use past due data to implement Orders to Show Cause for Non-Compliance. In most cases these defendants are reenrolled with same day contributions before they can continue in a payment plan. We ve also noticed a decline in misdemeanor probation dispositions instead opting for payment plan terms for court costs and fees. The Volusia program also is allowed to convert payment plans to community service from an approved list if the defendant qualifies without amending the original disposition order. 22
23 We ve got a completely dedicated staff person assigned to lead the compliance office. If you aren t buying into the process it won t work. Day of court enrollment with encouraged day one payments has increased our short term collection ability. Automation keeps the process from needing a large amount of staff. Most day to day transactions happen at the regular customer service counter. The main thing to keep in mind is to be flexible and understand that most initial hurdles can be overcome. 23
24 Nearly 5,000 payment plans have been created using the Volusia Compliance Office. The numbers are improving against a large collectible base with all 6 County Judges participating. 24
25 But we could collect more. That s why we continue to locate at alternatives. We are currently investigating the use of Skip tracing to locate people with bad addresses. The other matter to consider is how you call and what number you use to call people. Cell phones today are the most used and the most readily convenient when locating people. Day 1 enrollment should collect this number for future use. 25
26 There is also a large amount of people that just don t have any addresses. This assessed debt becomes virtually uncollectible. To work with this problem, County Judges in Volusia County in conjunction with a public service organization are putting together a specialized court to locate and properly dispose of these cases. 26
27 Questions I had lots of them when I first heard about this. But there are many people that can help and people that are already trying to do this. What we do in Volusia is just one way. It may not fit but I can tell you if you are dedicated to making an improvement in Collections you can do it. We had no previous experience as a collections unit but we do now. 27
28 If you have more questions don t hesitate to call or me. Thank you! 28
29 29
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