The Hunt for New Cases: Is That the Answer?

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2 The Hunt for New Cases: Is That the Answer?

3 Mark Takayesu Administrative Manager-Research Unit Orange County DCSS Veronica McNamara Administrative Manager II Orange County DCSS Angela Villasenor Case Manager II Napa County DCSS Ashley Mendoza Attorney V Tulare County DCSS

4 ORANGE COUNTY Statistics, Marketing & Performance Mark Takayesu and Veronica McNamara

5 OVERVIEW Demographic/Economic Climate of CA CA Statewide Child Support Data Trends Inventory and Opportunities Marketing Approaches Publications Performance Benefits Things to Consider Why advertise to these families?

6 UNEMPLOYMENT RATES Unemployment Rate 2002 to 2012 Orange County California United States 12.4% 9.6% 9.5% 10.5% 8.1% 7.6% 4.9% 4.6% 3.4% Source: U.S. Bureau of Labor Statistics Shaded area represents the Great Recession which occurred from December 2007 to June 2009

7 POVERTY RATES Percent of Children Under Age 18 in Poverty Orange County California United States 23.8% 22.6% 19.2% 16.7% 17.9% 14.2% 11.2% Data source: United States Census Bureau Shaded area represents the Great Recession which occurred from December 2007 to June 2009.

8 BIRTH RATES IN CALIFORNIA 79 Women with Births Per 1,000 Women (15 to 44 Years) Orange County California Source: U.S. Bureau of Labor Statistics (Population Counts) California Department of Public Health (Child Birth Counts) Shaded area represents the Great Recession which occurred from December 2007 to June 2009

9 STATEWIDE TRENDS OF CHILD SUPPORT DATA Average Percent Change 2005 to 2013 = -0.14%

10 STATEWIDE TRENDS OF CHILD SUPPORT DATA

11 INVENTORY OF CALIFORNIA FAMILIES Source: U.S. Census Bureau-2012 American Community Survey-1 Year Estimates Source: U.S. Census Bureau-2012 American Community Survey-1 Year Estimates CS1257-December 2013 ( IV-D Children Count) Data Repository-December 2013 ( Non IV-D Children Counts)

12 STATEWIDE NON IV-D OPPORTUNITIES

13 MARKETING APPROACHES Design postcard mailers & themes Gender specific Non-custodial parents Custodial parents Both parents Constant Communication & Direct Access Supplement Advertising Parenting Magazine OC Family

14 WHAT TO INCLUDE IN PUBLICATION Selling points to include in the marketing: We take care of the accounting Worry free direct withdrawals Direct deposit payments Access to check status of payments online Automated enforcement/interface systems Track employment changes Access to community resources Modification of orders Health insurance and child care Workshops to learn more about our services The order of services does matter! The chosen approach to your demographics may be different.

15 MARKETING TO NON-CUSTODIAL PARENTS Ensure the product is professional

16 Make it appealing MARKETING TO CUSTODIAL PARENTS

17 MARKETING TO BOTH PARENTS Ensure the message is direct

18 MARKETING Save mailing costs by utilizing

19 PERFORMANCE BENEFITS Increase in compliance Increase of total collections Low volume & resource impact Low maintenance

20 COLLECTION IMPACT Non IV-D Campaigns Per Case Collection Non IV-D Average Caseload Average $1,000 $900 $800 $811 $700 $600 $500 $400 $300 $200 $100 $655 $562 $568 $0 Campaign 1 Campaign 2 Campaign 3 Campaign 4

21 COMPLIANCE (FM3) IMPACT

22 VOLUME AND PERFORMANCE

23 TOTAL COLLECTIONS Four campaigns collected over $10 million dollars in both current support and arrears between an average of 874 cases. $12,344 per case per FFY The chart includes total collections by campaign. $3,691, cases Orange County Non IV-D Collections Total Collected $10,788,436 $3,364, cases $2,467, cases $1,264, cases Campaign1 Campaign2 Campaign3 Campaign4 FFY10-14 FFY11-14 FFY12-14 FFY13-14

24 THINGS TO CONSIDER Evaluate the characteristics of your Non IV-D population (average age of case, average age of CP s, average age of youngest child and language) to select your population Select cases with contact information and ensure to refresh your data at every campaign since address info changes at a 7-9% rate, while info changes at 1-3% rate Establish a seamless process to exchange CP s wage garnishment for the Child Support Services (CSS) wage garnishment Potential impact to the following areas: - Case opening (1-2 per day) within the first 60 days - Call center phone calls - Website traffic (maybe)

25 Increasing child support distributed; therefore, expanding social good throughout the community Changing payment behavior from non-paying to paying in the Non IV-D population Select group of cases (private divorce orders) Over $10 million in collection between all four campaigns paying at a rate of 65% FM3 No establishment actions needed

26 NAPA COUNTY Non IV-D Court Outreach Angela Villaseñor

27 MISSION To assist the court in providing non biased (neutral), customer service based, child support assistance to Napa County court participants GOALS Change the face of child support Increase awareness of Child Support Services Increase participation of both parents in process Increase timely payments of support Provide ongoing assistance to participants Decrease court time and frequency

28 Met with Chief Justice, Commissioners, Court Executive Officer, Family Law Facilitator and presented CSS s Non IV-D proposal 1. Child Support Specialist s would attend Non IV-D court hearings 3. Child Support Specialist would offer services to either or both parties in a neutral manner 2. Court would offer the participants an opportunity to meet with Child Support Specialist to attempt to get an agreement 4. Both Child Support Specialist and court would make it clear that the agencies are separate entities

29 What will your approach be? Who should go? Energetic Great communication skills Outgoing Experienced How much time does this take away from your desk? Depending on county size and how long the court process is, it will vary for each county How many people should go? At least two

30 Court introduces Child Support Specialist (as separate agency) Court calls case If child support is at issue, court lets the parties know that they will be meeting with CSS to attempt a resolution (run guideline calculation) Child Support Specialist meets with parties, explains the process and gathers income, timeshare, etc. and attempts agreement of issues between parties Child Support Specialist explains CSS services available to both parties offers application Child Support Specialist submits information to the court. If application completed, the parties retrieve OAH prepared by the Family Law Facilitator (FLF) and provides CSS a copy.

31 A one-stop calendar reduces repeat appearances Children start receiving support earlier Proceedings do not have to be interrupted by the court entering the data More accurate calculations can be made by the experts! The court has more time to resolve the difficult parenting/custody/visitation concerns Litigants perceive the court proceedings as individualized, with due attention to each person appearing in court

32 Faster court appearances Fewer court appearances Better understanding of process, results and expectations Understanding of available resources with CSS, FLF, Workforce, Health Insurance, etc. Decreased legal costs for some participants

33 Establishing a positive relationship with participants from the beginning of the process Changing the way the public, the courts, FLF, and others see Child Support Services Positive relationship with the court Increased collections Increased performance Increased cases

34 Thank you for being there and helping me understand the process, my ex and I get along and you (CSS) take the stress out of the money part. ~ Obligor Your Case Managers really took the time to explain everything to us, we thought you only helped people on Welfare, thank you for being there. ~ Both Parents

35 Total collections from January 2012 to February $1,002,500 Total collections for 2012 (first full year) - $337,000 Total collections for $570,000 Current support percentage % % % (January & February) Average arrears percentage 91%

36 TULARE COUNTY Non IV-D Recruitment & Maintenance Ashley Mendoza

37 STATISTICS Time Period: April 09, 2012 to March 31, 2013 $90, per month distributed collections $1,088, per year distributed collections $145,000 in arrears or 1.5 months of current support due.05% of total caseload for Tulare 2.8% of distribution goal for Tulare

38 WHY What would cause a noncustodial or custodial parent with a child support order to open a case with Tulare County DCSS instead of just having a state case open as a pass through for an income withholding order?

39 GOALS FOR NON IV-D PROJECT Recruit cases from both the Family Law Courts and from State DCSS Non IV-D cases Maintain cases recruited Increase distributed collections by $84,000 per month or $1,000,000 per year

40 RESULTS 147 total cases opened 131 from Family Law Courts - 89% 16 from State DCSS Non IV-D list - 11% 19 cases closed or 13% of caseload Increased distributed collections by $90, per month

41 OTHER POSITIVE RESULTS Percentage of Current Support Distributed February 2014: 89.1% Percentage of Current Support Distributed as of 03/31/2013: 86.3% Average Current Support Distributed last 6 months of project: 84.5% Average Current Support Distributed first 6 months of project: 68.5%

42 NON IV-D CUSTOMER CHARACTERISTICS Orders are higher More stable jobs More educated parents More experience as a family unit

43 RESULTS OF CHARACTERISTICS These types of customers are better at expressing their desire for a high level service: Calls being returned quickly and knowing the person to whom they are talking Expecting general education as to the process and available choices Less likely to be in cash economy (working for cash/ no bank account) Fewer changes (address, employer) Higher compliance rate

44 STRATEGIES RECRUITMENT Talking Points/Perspectives Noncustodial Parent Custodial Parent Private attorneys

45 STRATEGIES RECRUITMENT Cultivate relationship with local Family Law Attorneys: Same DCSS attorney assigned to Family Law Courts Local Bar presentation Act as a resource to Family Law Attorneys if they need direction in regards to our services, or statute/case law Contact attorneys directly on phone and in court to see if their clients would be interested in opening a case in our office

46 STRATEGIES MAINTENANCE Separate team consisting of two Child Support Officers and a half-time Attorney recruits and maintains the cases Allows consistency, tracking and continuity in handling of cases Ability to provide excellent customer service

47 STRATEGIES MAINTENANCE Welcome Letters Excellent Customer Service: Establish relationship/rapport with customers by providing direct contact information Fax Income Withholding Orders (IWO), if no $ within 2 weeks, contact Obligor for alternate payment Return phone calls within 24 hours Resolve issues with stipulations Terminate private IWO s with judicial council form Meet with customers in office or in court Review any requests for closure with customer

48 STRATEGIES MAINTENANCE Review all cases monthly for compliance If not in compliance: Contact with employer/np Modification needed? Stipulation to resolve temporary issue? Enforcement action?

49 CONCLUSION We invite your county to do the same Feel free to contact us with any additional questions