overview of child support services

Transcription

OVERVIEW OF CHILD SUPPORT SERVICES
TOPIC
PAGE
History/Overview of Child Support Services
1. What is Child Support?
2. How Does Child Support Services Operate?
3. How is the DCSS Program Funded?
4. How are DCSS Policies and Procedures Developed?
5. What Does DCSS Do?
4
Georgia Division of Child Support Services
1. Organization
2. DHS Mission Statement/Vision/Values
3. DCSS Goals FY12
4. DCSS Mission Statement & Values
5. DCSS Organizational Structure
8
DCSS and Its Collaborative Partners
13
DCSS Outreach Programs
1. Fatherhood Program
2. Parenting Time Services (Child Access & Visitation)
3. Paternity Acknowledgement Program
14
DCSS Operating Systems
1. $TARS
2. $TARS HelpDesk
3. $TARS Password Reset
4. DCSS Website
17
DCSS Customer Service
1. Customer Online Services
2. Contact Center
3. DCSS Customer Service Expectations
4. Reward Programs for Exceptional Customer Service
19
EDGE 101 – Overview
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Confidentiality and Ethics
1. Special Handling of Confidential Case Information
2. Safeguarding Passwords
3. IRS Video
4. Executive Order Regarding Ethics in Government
5. Standards of Conduct and Ethics in State Government
6. DHS Dress Code
7. Limited English Proficiency/Sensory Impaired (LEPSI)
8. Health Insurance Portability & Accountability Act (HIPAA)
24
Overview of DCSS Terminology
33
DCSS Abbreviations and Acronyms
41
RPI Information
44
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DESIRED LEARNING OUTCOMES
Overview of Child Support Services
The DCSS Employee will, as a result of this training:

Understand the mission and purpose of DHS.
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Understand the services provided by DCSS and its sister agencies in DHS.
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Understand the history of Child Support Services and laws – nationally and on
the state level.
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Understand the daily terminology and acronyms used in DHS and Child Support
Services.
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History / Overview of Child Support Services
The Child Support Program was created in 1975 with many improvements since that
time. The greatest change was the Welfare Reform Act passed in 1996.
Welfare reform changed the focus of public assistance emphasizing “Personal
Responsibility.” The technical name for the law is the “Personal Responsibility and
Work Opportunity Reconciliation Act” (PRWORA).
PRWORA changed the focus of responsibility of child support from one parent to both
parents.
Public assistance is time limited with a federal maximum of 5 years on TANF with
Georgia limiting benefits to 4 years.
Even with a job, most single-parent families can’t make it without the financial support of
both parents.
Child support is rapidly becoming the last safety net for many families whose public
assistance has run out.
What is child support?
Child support is the amount of money that a non-custodial parent (NCP) is ordered by
law to be paid for the support of his or her minor children.
The amount of support is based on standardized guidelines that consider:
 Income of both parents,
 Actual child-rearing expenses that is pro-rated between both parents.
Child support also comes in the form of medical support coverage provided by one or
both parents for his/her child.
How does Child Support Services operate?
Georgia DCSS policy is based on federal laws and regulations.
Congress enacts federal laws affecting state child support programs.
Each state child support agency is required to enact laws, policy and procedures to
effectuate the federal law/regulations.
State and Federal Authority:
 Federal Law: Title IV-D, Social Security Act, 42 US Code 651 et seq.
 Federal Regulations: 45 CFR Parts 300-307
 Georgia Law, O.C.G.A. §19-11-1 et seq.
Authority is also given to the administrative and judicial courts to regulate Child Support
Services. This is done through the interpretation of state laws, rules and regulations.
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How is the DCSS program funded?
Funding for DCSS operations comes primarily from the federal government.
Federal title IV-D program provides 66% of the funding.
State or local government must budget for the remaining 34%.
In addition to the federal matching funds, Federal OCSE provides each state the
opportunity to earn incentive payments based on its performance in the following areas:
 Obligation Rate
 Collections on Arrearage
 Cost Effectiveness
 Paternity Establishment Rate
 Data Reliability
 Pay Rate
An elaborate formula compares states in the above performance areas and then
allocates a pool of federal money to each. These incentives can be used to fund,
improve or enhance a state’s Child Support Services program.
Each performance area is validated annually by Federal OCSE auditors who verify that
the data provided by each state is accurate.
Failure to achieve a 95% accuracy rate in any performance measure means the state
will score “no” points for that performance measure and incentives to the state may be
significantly reduced.
How are DCSS Policies and Procedures Developed?
In general, DCSS policies and procedures are implemented in response to:

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
New / revised federal or state regulations, rules or laws,
Federal OCSE information or Action Transmittals,
Case law applicable to some particular situation,
 Recommendations for improvements to processes that come from the Executive
Leadership Team, Training and Staff Development, State Office Sections and
Policy Unit, various DCSS committees, PM Section, Field Policy Specialists,
attorneys and/or field staff.
What does DCSS do?
The Child Support Services program provides six basic services to families who:
 Apply for services, or
 Receive public assistance (TANF) or Medicaid.
All child support offices are required to provide these six services:
1. Intake
DCSS is responsible for three types of cases in this area.
a. Referrals from DFCS for recipients of TANF and/or Medicaid benefits who
must cooperate with DCSS to obtain or continue receiving benefits;
b. Applications from individuals who request our services who do not receive
any form of welfare, and
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c. Non-IVD cases where DCSS is solely responsible for the collection and
distribution of child support paid through the Family Support Registry.
DCSS must establish a case record in accordance with federal regulations (paper
and automated file) and assess appropriate services necessary to manage the case.
2. Locate
DCSS is responsible for locating parents using a broad range of locate tools.
 On-line (or other) access to the Department of Labor (for employer, wages and
Unemployment Insurance Benefits);
 Department of Driver’s Services (Drivers License & ID Cards);
 DHS Vital Records (Paternity Acknowledgements & Legitimation); and
 Department of Corrections (incarcerated individuals).
 Additional valuable information is obtained via the New Hire W-4 Reporting which
requires employers to report all new hires.
 Federal Parent Locator Services (FPLS), an agency which has access to various
federal databases.
 Credit reports on delinquent NCP’s from three major credit bureaus, and
 Subpoena uncooperative companies, utilities or institutions to obtain locate data.
3. Establish paternity, Child Support Obligation and/or Medical Support
Most orders used to establish paternity, support obligations or medical support are
judicial in nature and are filed in a local Superior Court.
DCSS is using administrative orders more frequently to establish paternity and
support.
Paternity disputes are resolved by genetic testing handled by obtaining a Court
Ordered Paternity Stipulation. Laboratory work is performed by a laboratory
accredited by the American Association of Blood Banks (AABB) and contracted to
provide such services.
4. Enforcement
The most effective enforcement tools are Income Withholding Orders (IWO)
requiring child support to be deducted from an NCP’s wages.
Other effective enforcement tools include:
 Suspension of drivers, professional and/or state bar license
 Intercept of federal and state tax refunds and lottery winnings
 Passport Denial or Suspension
 Reporting of delinquent cases to credit bureaus
 Civil contempt actions
 Filing of liens against assets, personal and real property
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5. Accounting
Support payments are paid through the Family Support Registry (FSR). DCSS
contracts with a private vendor, System & Methods, Inc (SMI) to process
payments.
Financial Support Team (FST) processes funds received from the intercept
programs (Federal and State tax offsets, Unemployment Insurance and lottery).
Disbursement Options:
Child support payments are paid through:
Debit card *
Direct deposit
Electronic Funds Transfer (EFT)
Checks – limited availability
* Affiliated Computer Services (ACS) manages the full-service debit card program.
6. Review and Modification of Orders
DCSS is required to review and modify child support orders under federal
regulations, where appropriate.
a. DCSS is required to review all TANF and Medicaid orders at least once every
three years, even if neither party requests a review.
b. NonTANF cases are only initiated upon a written request from either party.
Agents make “Recommendations” as to whether an order should be modified or not.
Recommendations are finalized in either court or through the Office of State
Administrative Hearings (OSAH) depending upon whether the underlying order is a
court order or an administrative order.
DCSS DOES NOT
1. Help anyone get a divorce.
2. Take legal action about visitation rights or custody.
3. Establish or enforce “spousal support only” orders (alimony).
4. Enforce court-ordered payment of unpaid bills not related to child support
payments.
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Georgia Division of Child Support Services
ORGANIZATION
Division of Child Support Services (DCSS) – Agency within the Georgia Department of
Human Services (DHS). The DHS Commissioner is Clyde L. Reese III, Esq.
DHS MISSION STATEMENT
To strengthen Georgia’s families-supporting their self-sufficiency and helping them
protect their vulnerable children and adults by being a resource to their families, not a
substitute.
DHS VISION
Stronger Families for a Stronger Georgia
DHS CORE VALUES
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Provide access to resources that offer support and empower Georgians and their
families.
Deliver services professionally and treat all clients with dignity and respect.
Manage business operations effectively and efficiently by aligning resources
across the agency.
Promote accountability, transparency and quality in all services we deliver and
programs we administer.
Develop our employees at all levels of the agency.
DCSS GOALS FY12
1.
2.
3.
4.
5.
Increase Current Support to 62%.
DCSS WIG!
Increase Arrears Paid to 85%.
Increase Support Orders to 88%.
Increase Paternities Established to 94%.
Decrease Locate to 3%.
DCSS MISSION STATEMENT
To enhance the well being of children by assuring assistance in:
 locating absent parents responsible for supporting their children
 establishing paternity
 establishing support obligations, including financial and medical, and monitoring,
enforcing and reviewing support obligations.
DCSS VALUES

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
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Put Children First
Children need both parents
Customer interaction is an opportunity
Employees are valuable resources
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Georgia Division of Child Support Services Structure
The Division of Child Support Services (DCSS) falls under the Department of Human
Services. Our agency’s Director is Renorta R. Heard. Second in command is the
Deputy Director, Tanguler Gray-Johnson. Both the Director and Deputy Director are
housed at our 2 Peachtree office in Atlanta, Georgia.
State Operations – Nancy Hunnewell, Acting Director of State Operations
Oversees and manages operations of:
1. Call Center (Gregory Wright)
2. Fatherhood Program (Gregory Turner/Blue Cole)
3. Community Outreach (Robert Nibbs)
4. Problem Solving Court (Susan Cosby)
5. Policy Unit (Erica Thornton)
6. Paternity Unit (Scott Stapleton)
7. Financial Support Team – FST (Corlette Gilmer)
The Director’s Communication Group (DCG) is managed by LaNeaysa Cummings.
The DCG receives and responds to inquiries on the behalf of the DCSS Director and
Deputy Director from the following sources:
 Direct complaints from customers
 Constituent Services Information Service (CSIS)
 DHS Commissioner
 Governors’ office and other elected officials
 Federal Office of Child Support Enforcement (OCSE)
In response to the inquiries received by the DCG, the staff:
 Promotes positive customer interaction
 Refers customers to community resources
 Maintains tracking and responses to all inquiries
 Educates customers and promotes use of Customer Online Services and
automated information line
Performance Management Section – Tommy Norman, Manager
 Performs Quality Work Flow Reviews for field offices.
 Provides DocuAnalyzer training to supervisors and managers on site.
 Identifies and selects low performing offices for case clean-up projects. Serves
as project coordinators, leaders and monitors. Provides assistance in case
clean-up projects while office focuses on daily work.
 Performs Federal Self Assessment Review of DCSS program for compliance,
direction and service enhancements. Analyze areas of non-compliance and
establish corrective action plan.
 Supports and participates in RPI implementation and training.
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Business Resolution Team – Ken Rogers, Acting Director of DCSS Systems
 Monitors day-to-day functions of information technology systems.
 Identifies system needs.
 Performs in-depth analysis and problem solving.
 Recommends and implements system enhancements.
Communications/Customer Service Champion – Gary Driggers
 Manages the communications function for DCSS by coordinating and monitoring
implementation of the DCSS Communications Plan.
 Works with BRT to ensure information on the DCSS website is current.
 Publishes a bi-monthly DCSS newsletter which goes to staff statewide, DHS
partners, legislators, judges, district attorneys, federal and other partners.
 Develops brochures and other marketing materials.
 Serves as the DCSS liaison to the DHS Office of Communications.
 Serves as the liaison for DCSS with The Governor’s Office of Customer Service
and the DHS Customer Service Champion.
 Promotes and encourages a “Customer-Focused Culture” by overseeing and
implementing:
 Employees of Distinction Recognition Program
 Hero of the Month
 Researches the best practices of other state’s child support agencies.
BUSINESS OPERATIONS – Kellee Richards, Deputy CFO
 Budget/Administration – Ametria Baker
 Banking – Annaky Maxie
 Contracts/Grants/FSR – Charles Hicks
Training and Staff Development Program – Anita Thomas, Acting Manager
 Provides training and developmental opportunities for DCSS employees.
 Ensures that training and staff development is appropriate and standardized to
meet DCSS goals and values.
 TSD Responsibilities
 Case Management Curriculum
- Design
- Development
- Revision
- Delivery
- Evaluation
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Professional Development
- Agent Certification Program
- Employee Work Study Training Program
- Mentoring
- Management Development
- Leadership Development
Training Web Site and Online Training Modules, Surveys & Tutorials
Training/Meetings/Conference Logistics
Assist Policy Unit in maintaining and updating the Employee Reference Guide
(ERG).
Field Operations – Director of Field Operations – Kristi Stone
Oversees, manages day-to-day operations and provides support and resources for:
1. 61 field offices
2. 10 region offices
There are two types of local offices located throughout the state.
 CA - County Administered Staff
In these offices, the District Attorney hires staff and the county pays the
salaries under a contract.
Legal services are provided directly by an Assistant District Attorney (ADA).
 CASS - Cooperative Agreement State Staff
These offices are operated by the State under a Cooperative Agreement with
a District Attorney. The state hires and provides all staff and legal services.
Legal services may be provided by ADA’s and/or by Special Assistant
Attorneys General (SAAG’s) appointed by the Attorney General from the
private bar.
Special Function Units of DCSS are:
 Central Registry / State Parent Locator Service
 Special Operations Section
 Albany Hub
 Dublin Hub
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DCSS and Its Collaborative Partners
As a DCSS employee you will have frequent contact with other agencies/departments
within state government, and since many customers that we serve are located outside
Georgia, you may have frequent contact with representatives from other states.
It is important to develop and maintain a positive working relationship with DFCS staff.
Two-way communication benefits both agencies and the customers we serve.
Some of our customers also receive services from our state and federal sister agencies:
State Government
 Administrative Office of the Court
 Department of Corrections
 Department of Driver Services
 Department of Juvenile Justice (DJJ) or Youth Services
 Department of Labor (DOL) for jobs and unemployment offset
 Department of Natural Resources (DNR)
 Department of Public Health
 Department of Worker’s Compensation
 Division of Family and Children Services
 Division of Mental Health Developmental Disabilities and Addictive Diseases
(MHDDAD)
Federal Government
 Social Security Administration (SSA)
 Veterans Administration (VA)
Last, and certainly not least, the effectiveness of DCSS depends on our working
relationships with the local judiciary, Attorney General’s Office, District Attorney’s office,
county Sheriff’s department, private process servers and county Clerks of Court. Your
local officials are invaluable resources.
To accomplish our goals it is imperative that we all work together. Treat everyone with
respect and spend time developing positive working relationships.
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DCSS Outreach Programs
Fatherhood Program
The Fatherhood Program is available to any NCP who has a case with DCSS and does
the following:
 Offers job counseling and placement assistance.
 Places participants in a GED program if needed.
 Provides vocational training.
 Provides classes on life coping skills such as how to interview for a job, retain
employment and manage finances.
Problem Solving Court
The Problem Solving Court Program (PSC) seeks to remove the underlying issues that
cause non-custodial parents (NCP) from becoming chronic non-payers of child support.
This program will provide an alternative to incarceration.
Through judicial oversight and partnerships with public agencies and community based
organizations, PSC will assist and transition non-custodial parents in overcoming
barriers to self-sufficiency with the integration of screening, assessment, treatment and
the use of rehabilitation services. The PSC emphasizes parent accountability in an
effort to increase the NCP’s ability to pay child support on a consistent basis. By
facilitating the delivery of these services, the goal of the PSC is to reduce recidivism
saving in the high cost of jail, and reducing the public debt for such things as public
assistance and public medical care.
Parenting Time Services (also known as Child Access and Visitation Services)
These services are meant to address the needs of non-custodial parents who want
visitation with their children. Research has shown that parental contact is related to:
Payment of child support
Fathers’ involvement improves children’s development and self-esteem
Why it is important for fathers to be an active part in their children's lives?
 Fatherless children are 100 to 200% more likely to have emotional and
behavioral problems according to the National Center on Health Statistics.
 Fatherless sons are 300% more likely to be incarcerated in state juvenile
institutions.
 Fatherless daughters are 164% more likely to give birth to an illegitimate
child.
 71% of all high school drop-outs come from fatherless homes.
 71% of pregnant teens are from fatherless homes.
 75% of all adolescent parents in chemical abuse centers are from fatherless
homes.
 72% of adolescent murderers grew up in fatherless homes.
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A list of current Service Providers can be found on the DCSS Website
http://ocse.dhr.georgia.gov/portal/site/DHSOCSE/menuitem.f3ca900e75789bd18e738510da1010a0/?vgnextoid=4c6a10ad920000
10VgnVCM100000bf01010aRCRD
The funding for services and contractors changes over time. Other areas are expected
soon. Check on the DCSS web page for updates to the contractor list.
Eligibility Requirement:
Non-custodial parent must have an active case with DCSS.
Funding comes from grants from the Administration for Children and Families and the
Office of Family Assistance of the U.S. Department of Health and Human Services.
For more about the Parenting Time Services in your area, contact the DCSS Policy
Specialist overseeing these projects, phone (404) 463-6861.
Georgia Paternity Acknowledgement Program
Paternity Establishment:
Is a serious issue with lifelong consequences for children and parents. Research
suggests a correlation between early paternity establishment, the frequency of child
support payments, improving children’s economic well-being, and help in establishing
basic emotional and social ties between a father and his child.
In Georgia, unwed parents may establish paternity in one of four ways:
 Signing a Paternity Acknowledgment Form
 Signing a Paternity Statement
 Through Genetic Testing
 Court order established by consent or by order of the court
Paternity Acknowledgement (PA) Form
Allows unmarried parents to establish paternity and legitimize the child voluntarily.
The child receives the following benefits as a result of signing a PA form:
 Child can be given the father’s last name
 Father’s name will appear on the birth certificate
 Survivor benefits
 Child’s rights to the estate when legitimation is also done.
Georgia hospitals and birthing locations are trained to inform parents of their rights and
responsibilities associated with the PA form and to provide assistance in completing the
form, if needed.
If a PA form is not completed prior to discharge, one can be completed later at:
Registrar’s office of the county in which the child was born, or
At the State Office of Vital Records in Atlanta.
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There is no charge for PA form up to one year following the child’s birth. Thereafter,
Vital Records charges $10.00 except when DCSS requests in relation to a court case.
Both parents must sign the same PA form and each signature must be witnessed. A
picture ID of both parents is also required.
Genetic Testing is not generally offered to parents who question paternity after
signing a PA form that is filed with Vital Records. However, the ultimate decision as to
whether a genetic test is offered to the alleged father remains in the hands of the local
attorney or judge.
Genetic testing is typically done using the buccal swab method and not a blood draw
unless ordered by the court. Specimens are collected by gently rubbing the cheek
inside the mouth with long swabs, similar to Q-tips.
These tests are more than 99% accurate with results received within 1-2 weeks.
Court Ordered testing is sometimes needed when the alleged father refuses to
voluntarily cooperate with genetic testing. In those cases the court may order him to
submit to genetic testing or may find him to be the father by default based on evidence
presented by DCSS.
Legitimation
The action that allows the biological father of a child born in Georgia to establish legal
rights to his child(ren). It is the only way, aside from marrying the child’s mother, to gain
these rights.
Parents who sign a Paternity Acknowledgement form may voluntarily consent to
legitimate the named child under Georgia law by completing the Legitimation section of
the Paternity Acknowledgement form. By doing so:
Father and child are capable of inheriting from each other as if the child had been
born in lawful wedlock,
Parents may specify the child’s last name, and
Grants the father the right to petition the court for visitation rights and/or custody.
As a reminder, both parents must sign the legitimation section of the Paternity
Acknowledgement form and both signatures must be witnessed and notarized.
For more information about paternity, call GA Paternity Acknowledgement Program at
1-866-296-8262 or 1-706-721-7001.
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DCSS Operating Systems
$TARS- Support Tracking Accounting and Reporting System
$TARS supports all of the tasks associated with the child support functions of intake,
locate, establishment, enforcement and financial management. $TARS also:
 Tracks actions taken on a case,
 Generates DocGen and System generated documents,
 Maintains a comprehensive audit trail of activities on a case,
 Tracks service of process and the status of support orders,
 Identifies delinquencies,
 Interfaces with other state and federal databases,
 Provides for supervisor review of staff performance,
 Performs Appointment Scheduling and Court/Administrative Calendaring,
 Allows for easy identification of payers in multiple child support IV-D cases,
 Automates tracking of federal and state timeframes for performing functions,
 Supports caseload management through automated federal and state reporting.
Mainstay features of $TARS:
Prompts – creates a “To-Do List” when new information is available or an action is
required needed on a case. Users may also create prompts to appear at a future date.
Case Action Logs (CAL) – $TARS automatically records actions taken by anyone
accessing the case as well as actions taken by the system.
Staff may also enter narrative Action Logs to record manual case activities.
Note: CAL options are available to staff to enter information that may be viewed by the
customer on the Child Support Portal. See ERG Procedure 540 for a complete listing.
Case Action Logs provide an online history of all case activities that are helpful to DCSS
management and to meet auditing requirements.
Document Generation (DocGen) – $TARS has standardized letters and notices that
can be mailed to parents, other states, etc; by staff to manage their cases.
Appointments – With $TARS you can arrange your schedule online and view a listing
of your daily appointments.
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$TARS Help Desk
Assists users with reporting and researching problems with $TARS by submitting an
issue/ticket via the DCSS website at: http://www.cse.dhr.state.ga.us/secure/csestaff.htm
Staff can receive help for the following at the above website:
 Name Changes
 Family Support Registry Information
 Status of $TARS
 Portal Password Changes
 System Maintenance and Table Changes
 Case Action Log Deletion
 View Direct Password Reset and Changes
$TARS Password Reset
Password Resets are handled by the DHS Security Administration Group. Users will
send their request via email with User ID and Mother’s Maiden Name to [email protected] for assistance. Requests received by 2:00 pm will be
reset by the end of business day; Password reset requests after 2:00 pm will be reset
the next business day. Note: Password reset requests will be processed throughout the
business day as time permits.
Georgia DCSS Website http://ocss.dhr.georgia.gov
This website provides information to staff and the public who choose to access
information about child support services.
Links are available for information such as an Application for Services, office directories,
and other services provided by the Division of Child Support Services.
STAFF ONLY pages http://www.cse.dhr.state.ga.us/secure/csestaff.htm. Website
is available to DCSS staff where they may find links to sources of information such as:
 Office and Staff telephone directories
 Employee Reference Guide Procedures
 DCSS Policy Manual
 E.D.G.E. Training Materials
Data Warehouse
Data Warehouse is an online system maintaining data that has been extracted from our
current operating system, $TARS. Data Warehouse is designed to allow staff to have
numbers, reports, and statewide program information at their fingertips. Staff will be
able to customize and save Data Warehouse settings that will allow it to work for them.
Data Warehouse will allow staff to access data and information without manual
intervention from supervisors and managers.
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DCSS Customer Service
Customer Online Services
http://ocss.dhr.georgia.gov/portal
An interactive website that allows parents with a DCSS case to view and update
information about their case 24 hours a day, 7 days a week.
All information is confidential and protected by passwords and PIN numbers.
Password Reset requests is now available as a self-service to customers.
Applicants may apply for child support services on the Constituent Services Portal.
There is an email link on the customer service page when help is requested.
Increasing self-service options are being added as a key to increasing the
efficiency and productivity of DCSS.
Parents receiving or paying child support can access the Customer Online
Services portal to:
 view the status of their cases
 update their address and employer information
 make a payment
 review for payments
 establish or cancel direct deposit
IMPORTANT:
All staff should encourage customers to utilize the Customer Online Services portal to
access their case and payment information since it’s the fastest way for customers to
obtain information. For customers that do not have computer access at home, the local
library has computer access for all citizens.
Customers may also e-mail request for case information to the local office. All offices
have a generic e-mail address ID. This contact information can also be found on the
Customer Online Services and DCSS website.
DCSS CONTACT CENTER (CC)
Developed to assist local offices with customer interactions critical to the success of
DCSS’ Operational Plan and Wildly Important Goals (WIG).
Goal: To handle each call as a first call resolution; therefore, it is imperative that the
Case Action Log (CAL) documentation be as thorough as possible without violating
HIPAA requirements.
The CC has proven to be a success for DCSS operations serving customers more
efficiently and accurately.
Due to continuing improvements in technology, it is easier for customers to access
information about their case.
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The Contact Center (CC) phone number is 1-877-GA DHS GA or 1-877-423-4746.
Contact Center (CC) Features:
 Information is available in English or Spanish
 Callers may receive automated information 24 hours a day/7 days a week .
Information available to callers:
 Payment information
 Debit Card Balance
 Arrears Balance
 Court Information (Including Date & Time)
 License Suspensions
 Individual Registration Number (IRN) for portal use
CC customer service representatives are available to address customer’s needs and
concerns, Monday through Friday – 8:00 am to 5:00 pm, except on state holidays.
When the CC customer service representative is unable to assist the customer, the
issue/concern is escalated via $TARS to the local office Agent to respond to the
customer
Callers may request applications, provide employer or address updates, and provide
additional information
Out of the approximately 110,000 calls taken per month less than ¼ require escalation
to the local office!!
Contact Center Outreach Team:
The Contact Center Outreach Team handles calls for the DHS Community Outreach
Program. The programs include:




Early Intervention Process (EIP)
Fatherhood Program
Problem Solving Court
Access and Visitation
Page 20 of 46
October 2012
DCSS CUSTOMER SERVICES EXPECTATIONS
Mission Statement: Georgia DCSS’ mission for providing customer service is to serve our many
customers by providing an environment of accessibility and responsiveness with uncompromising
integrity, professionalism, courtesy, and efficiency.
All of our communication behaviors represent the State of Georgia, the Department of
Human Services, and the Division of Child Support Services. Because DCSS is
dedicated to providing our customers an environment of accessibility and
responsiveness with uncompromising integrity, professionalism, courtesy, and
efficiency, every employee is required to sign the Employee Understanding of Customer
Services Expectations form. Signed forms are placed in employment files.
Training: Each member of the Child Support Services team will:
 Receive training in the expectations and procedures for providing customer
services.
 Be accountable for the quality of the services provided.
 Be trained in phone etiquette and basic expectations for processing and
completing written communications.
Managers will verify and document complaints and undertake remedial actions when
such are necessary.
Phones: The general policy of Child Support Services is to have a person available to
take calls and respond to inquiries.
 This may necessitate designating a person or persons to take messages that will
be responded to within 24 hours.
 Offices will develop a policy and procedure approved by the Regional Manager
for handling requests for information and complaints.
 The standard telephone greeting to be used by all DCSS employees is: “Division
of Child Support Services, this is __(state your name) __, may I help you?”
Where voicemail is authorized, the user will be trained in its proper use and monitored
to assure that this tool is not abused.
Correspondence:
 All correspondence will be date stamped on receipt and distributed according to
internal distribution policy.
 Correspondence providing case information needed to update the system will be
prioritized and processed daily.
 Other correspondence will be acknowledged, if not fully responded to, within five
(5) days of receipt.
The DCSS manager will monitor the quality and timeliness of correspondence. Quality
will be defined in terms of office-established standards of form, grammar, spelling, and
appropriateness of the correspondence.
Hours: Child Support Services offices will be open from 8:00 a.m. until 5:00 p.m. daily
except weekends and holidays.
Page 21 of 46
October 2012
Reception: Each office will monitor the reception area to assure that customers are not
kept waiting without an explanation for more than 15 minutes after a scheduled
appointment.
 Receptionists will be trained to assist customers in completing forms and to
provide general information which will help the customer understand the child
support process.
 Use the 10-Second Rule: Acknowledge the customer within 10 seconds or 10
feet.
Information Updates: Each office will establish a procedure by which customers are
kept informed of major events in the processing of a case. These events include
enforcement actions, court dates, problems related to locate and other actions that will
serve to keep the customer informed.
An informed customer will not need to call or write to find out what is going on, and as
such, may be better satisfied.
Customer Service Expectations
The following is included on every Performance Management Form
Works and communicates with the general public, internal customers and/or external
customers to provide information and quality services and/or products targeted to meet
customer expectations.
1. Treats customers with respect, courtesy and tact; listens to customer and interacts
with customer as a person while maintaining business relationship.
2. Communicates with customers and obtains all information necessary to determine
and address their specific needs; tactfully explains why, if service cannot be
provided.
3. Offers options, as appropriate, so that customers can decide what they want to do,
demonstrate fairness and good judgment when seeking possible exceptions or in
going the extra mile to meet customers’ expectations.
4. Responds to customers in manner and timeframe promised or follows up to explain
status; demonstrates understanding of, and concern for, the customer’s situation
and perspective.
5. Provides clear, accurate information; explains procedures or materials or provides
supplemental information; anticipates problems and questions; asks for customer
feedback on procedures, products or services.
Page 22 of 46
October 2012
Reward Programs for Exceptional Customer Service
Employees of Distinction Recognition Program
The Georgia Department of Human Services (DHS) celebrates and honors employees who
demonstrate exceptional work beyond that which is required to satisfactorily perform their
job, and who embrace the Department’s mission and core value.
The acts displayed may be single examples or consistent patterns of outstanding
service. Winners are selected each quarter. The monetary amount awarded to each
winner will be granted in a one-time lump sum payment of $150. Divisions/Offices may
set the maximum number of quarterly winners based on current available budget. There
is no limit as to the number of nominations that a Division/Office can submit.
Hero of the Month
Division of Child Support Services initiated a statewide recognition program, “Hero of
the Month” to highlight the accomplishments of those who go beyond their daily
requirements on a regular basis.
Each month all Managers submit one person for statewide recognition.
Page 23 of 46
October 2012
Confidentiality and Ethics
DCSS services touch the most sensitive areas of people’s lives. We collect a great deal
of information that could endanger or embarrass individuals if made public.
Confidentiality laws protect our customers and their families from exposure that could
cause physical or emotional harm now or in the future. These laws were passed by the
General Assembly. The federal government imposes similar constraints as conditions
for funding of certain state programs.
Under Georgia law, DCSS can release case record information only if:
1. There is a court order (not an administrative or subpoena) requiring it,
2. We have the permission of the party or parties to do so in writing, or
3. We are releasing it to carry out one of the purposes specifically authorized by
Georgia Law.
If any customer requests payment information for the Housing Authority, an apartment
leasing office and/or for the purposes of recertification, they should be informed that the
information is available on the DCSS portal at http://DCSS .dhr.georgia.gov/portal/site
using FormSPL. If the customer does not have access to the internet, they can bring
this form to the Housing Authority or other third party for assistance.
DHS Policy states any request for information should be handled as if it were a request
under the Open Records Act (ORA), even though the DCSS customer records are
protected by O.C.G.A. §19-11-30 as confidential information. An individual does not
have to cite the ORA or necessarily present their request in writing. Merely asking for
the record is enough to trigger the ORA. Review ERG Procedure 80 for more
information.
As DCSS employees, you are required to sign documents affirming your use and
access of sources such as Department of Labor, will only be used in pursuit of locating
absent parents for establishing and collecting child support on IV-D cases. Please note
that these forms assert that you may be held personally liable for any access under your
password/User ID and that disclosure of information gathered from these sources to
unauthorized persons may generate personal liability. This is in accordance with
Georgia Statute 19-11-27 Confidentiality of Information and Records.
If you feel that there is a possible conflict of interest on any child support case, review
ERG Procedure 2100 regarding Employee Disclosure of Conflict of Interest.
Page 24 of 46
October 2012
Special Handling of Confidential Case Information
Staff must use stringent safeguards to ensure that they do not inappropriately handle
any case information that could lead to a “breach” of confidential case information.
A breach is defined as a failure to commit a legal or moral offense or failure to
follow the law or to fulfill ones duties, obligations, word, or the like, whether
intentional or otherwise. In DCSS, a breach occurs when a customer’s
personal information/data is erroneously provided to an unauthorized person,
or a situation is created where there is potential to provide personal
information to an unauthorized person. A breach on cases coded domestic
violence (DV) or Family Violence (FV) can potentially result in the death or
serious injury to our customers.
A customer’s personal information or data is defined as but not limited to:
 Address or whereabouts
 Date of birth
 Social Security / Driver’s License / IRN Number
 Telephone numbers
 Name and address of employer
 Personal financial information
 Medical information
 Other DCSS cases involving the customer
 Names of other children belonging to the customer
Other Confidentiality Reminders:
 Never print any screens displayed under Georgia Vital Records.
 Never disclose to a custodial parent that a non-custodial parent did or did
not file tax returns according to information you have available.
Page 25 of 46
October 2012
Safeguarding Passwords
DCSS WIG!
DCSS employees have access to a variety of resources require passwords to access:

LAN (Local Area Network)

Electronic Mail (GroupWise)

$TARS (DCSS ’s computer system)

SUCCESS (DFCS computer system)

Department of Labor

Public Safety (Driver’s License)

Public Health

Paternity Acknowledgements

GRATIS

Vital Records**
Many of these sources require passwords to access the source. You are responsible
for updating and securing these passwords. If the source requires periodic updates to
the password, be diligent in updating it before it expires.
** Please Note: To have access to Vital Records, you must sign a Hold Harmless
Agreement statement as required by the Department of Public Health. This form is
provided to your Network Administrator in the region office. You will then be provided
with instructions on how to access Vital Records. Remember: This data only applies to
births, marriages, divorces and deaths that have occurred in Georgia.
Important: Printing of information from Vital Records screens is prohibited!
The application for Mainframe RACF User ID form that you signed or will be asked to
sign contains this statement:
“Your signature signifies an understanding that you are personally responsible for all actions
taken by your User ID, and you are required under Georgia law to protect the confidentiality
of your password.”
Never post your password! If you can’t remember it, write it down somewhere for your
access only.
Never share your password with others!
In doing so you assume the liability of access or change of information by others with
whom you shared your password. Do not do it!!
To comply with federal standards for data security, the following is required for all RACF
IDs assigned to $TARS:
1. All passwords must be constructed of 6 to 8 alphanumeric characters.
2. All passwords must contain at least one special character ($, @ or #).
Page 26 of 46
October 2012
3. In addition to a special character in each $TARS password, DOAS has requested
you also use a number.
EXAMPLE: smile#09
4. Periodic checks will begin to check password structure. Any passwords found in
violation will be subject to immediate revocation.
5. The number of password attempts before revocation has been reduced from 5 to 3.
(After 3 attempts your password will be revoked.)
6. To reset password go to Staff-Only page, and click on link or send email to [email protected].
Remember: When selecting a password, choose a password not easily associated with you; i.e., avoid
using of your first name, child’s name, spouse’s name, etc.
Security Levels - $tars
Employees are placed on various security levels based on the jobs they perform. Some
employees will have greater access to sources of information than others. For instance,
in most offices the program assistants have inquiry access only. Locate technicians
and agents have both inquiry and update abilities. In other words, they are able to
make changes to case information. Accounting staff have a different security level.
They are able to perform accounting functions, but they are unable to change case
information. Management staff has a higher level of security, which enables them to
make changes beyond the agent’s level of security.
Your Workstation
When you leave your workstation for long periods of time (i.e., lunch and break), it is
advisable that you log off of $TARS and GroupWise. This will assure others cannot
access STARS under your USER ID nor have access to your electronic mail.
IRS Video
Annually, all employees of DCSS are required to view the Internal Revenue Service
confidentiality video and sign the IRS Safeguarding Confidentiality form. Refer to ERG
Procedure 713 for more details and links to the video and form.
Page 27 of 46
October 2012
STANDARDS OF CONDUCT
AND
ETHICS IN STATE GOVERNMENT
All employees of the Department of Human Services (DHS) are expected to maintain and
exercise at all times the highest moral and ethical standards in carrying out their responsibilities
and functions. Employees must conduct themselves in a manner that prevents all forms of
impropriety, placement of self-interest above public interest, partiality, prejudice, threats,
favoritism and undue influence.
While performing department duties, employees are required to comply with Federal and State
laws, the Code of Ethics for Government Service, the Governor’s Executive Order, Rules of the
State Personnel Board and Department policies.
The Governor’s Executive Order dated February 1, 2007 establishes standards of conduct and
ethics in government. A copy of this executive order has been provided. ERG Procedure 2100
also addresses employee disclosure and conflict of interest.
It’s not possible to provide written guidelines, which cover all phases of employee conduct.
DHS Policy Manual Procedure #2100, Standards of Conduct and Ethics in Government also
outlines some general guidelines which establish a framework of principles to assist you in
performing your job in a professional manner. Let’s review some examples:

Use of the Internet for inappropriate purposes is prohibited.

Argumentative behavior, whether directed toward a supervisor, customer, patient,
customer, coworker, or any other party while on duty is prohibited.

Fighting, threatening, abusive, or profane language, behavior, or written material is
prohibited.

Lending or borrowing money, gambling, being on call for other employment, soliciting or
selling products on the work premises are prohibited.

Falsifying records such as time sheets, travel vouchers, and case management records is
prohibited.

Babysitting of children by employees while on duty is prohibited.

Use of state property, (e.g. computers, telephones, copiers, and fax machines, supplies,
etc.) for other than official activities is prohibited. NOTE: The receiving and making of
local telephone calls of infrequent, short duration are permitted. These privileges may;
however, be withdrawn if abused.
Employees are required to:

Dress appropriately, presenting a neat and clean appearance.

Report for work on time and observe policies on break and meal periods.

Use leave appropriately, including submitting timely requests.

Comply with instructions from all supervisors and managers.

Maintain a professional and businesslike relationship with fellow employees.
We must all be alert in conducting business with employees and non-employees to avoid even
the appearance of misconduct, personal or financial gain, or conflict of interest.
Page 28 of 46
October 2012
Standards of Conduct and Policy #1201 Ethics in Government Attachment #5
Attachment #1201-5 New 01/31/12
Dress Code Guidelines
Effective January 1, 2012, The Department will implement guidelines for dress in the
workplace. There will be three categories of dress: Business Professional; Business
Casual; and Casual. Business Professional will be the standard of dress required
Monday through Thursday; Business Casual will be permitted on Fridays; and, Casual
Dress days will be announced in advance.
Please take note of the following with regard to the standard of dress that is expected at
the work place, during work hours. It is the expectation that all staff will comply, in
accordance with Human Resource/Personnel Policy #1201Section I, Personal
Appearance during Work Hours. This policy is contained in the DHS OHMRD Policy
Manual under Standards of Conduct and Ethics in Government.
General Guidelines for Standard of Dress and Personal Appearance during Work Hours
Employees are expected to be clean and neat in appearance at all times DURING
WORK HOURS. As representatives of the State, employees should present a
businesslike, professional image. In certain types of jobs, employees may be asked to
meet specific dress code standards or required to wear uniforms. Policies may be
developed by DHS organizational units as necessary or appropriate.
Business Professional is the standard of dress expected among all employees. Suits,
or sports coats, ties, white or colored dress shirts are appropriate attire for men. Suits,
Dresses, Pant Suits are appropriate for women. Depending on the nature of the
employee’s job, some flexibility may be required.
Business Casual may be less formal but should always be neat, clean and suitable for
the workplace. If lettered or illustrated attire is worn, it should not promote a particular
political, moral, religious, personal or other opinion. Attire which is obscene, vulgar,
offensive or inflammatory is prohibited.
Examples of appropriate Business Casual Dress include but are not limited to:
 Docker type pants (or other makers of cotton or synthetic material pants), wool
pants, flannel pants, or dressy capris;
 Casual dresses and skirts; Skirt length should be at a length at which you can sit
comfortably in public;
 Casual shirts, dress shirts, sweaters, tops, golf type shirts, and turtlenecks; suit
jackets or sport jackets;
 Conservative athletic or walking shoes; loafers, clogs, sneakers, boots, flats,
dress heels, and leather deck type shoes
Page 29 of 46
October 2012
Examples of inappropriate Business Casual Dress include but are not limited to:
 Jeans, sweatpants, exercise pants, Bermuda shorts, short shorts, shorts, bib
overalls, leggings, and any spandex or other formfitting pants;
 Short, tight skirts, miniskirts, skorts, sun dresses, beach dresses, and spaghetti
strap dresses;
 Tank tops; midriff tops; shirts with potentially offensive words, terms, logos,
pictures, cartoons, or slogans; halter-tops, tops with bare shoulders; sweatshirts,
and t-shirts unless worn under another blouse, shirt, jacket or dress;
 Flashy athletic shoes, flip-flops, thongs, slippers, crocs like shoes;
 Jewelry and makeup should be in good taste; perfumes and colognes should not
be excessive.
Casual Dress is relaxed attire such as:
 Jeans
 Jogging suits
 T-shirts with sports logos
 Sports jersey type shirts
Also permitted are special order T-shirts with logos specific to various Divisions within
the Department.
Faded, ripped, torn or tight fitting jeans and leggings, spandex or other form fitting attire
is not acceptable on Casual Dress Days.
Casual Dress days are at the discretion of the Commissioner and will be announced in
advance. The Commissioner has authorized a casual day for the last Friday of the
month.
Employees can be required to change inappropriate dress or be instructed to not wear
the same or similar dress in the future. Should it be necessary for the employee to
return home to change clothes, the employee will be required to use either Personal
Leave or Annual Leave during the period of absence.
Decisions on the appropriateness of dress and the procedures to be followed will be
made on a case by case basis by the supervisor or other authorized official of the
organizational unit after consultation with the appropriate human resource/personnel
representative and the Office of Human Resource Management and Development.
Issues that will be considered include, but are not limited to: health and safety; client,
patient or customer proximity; work function of the unit; and, complaints received.
Employees who do not comply with established dress code standards may be subject to
disciplinary action, up to and including separation from employment.
For additional information or assistance, please contact the Office of Human Resource
Management and Development OHRMD at (404) 656-6750, or email
[email protected].
Page 30 of 46
October 2012
LIMITED ENGLISH PROFICIENCY / SENSORY IMPAIRED (LEPSI)
The Georgia Department of Human Services (DHS) is committed to ensuring that
limited English proficient (LEP) and sensory impaired (SI) customers have meaningful
access to all programs and activities conducted or supported by the Department. Those
services include programs and assistance provided directly by the Department, its
divisions and offices, as well as those funded by grant in aid resources to county,
regional and local offices. In addition, meaningful language access will be ensured by
all entities contracting with the department for the provision of services.
DHS’ strategy for providing meaningful access for LEP and SI customers involves
assessing language access needs statewide, recruiting and training “qualified”
interpreters and bilingual staff; developing a centralized databank of language
resources; translating vital forms and informational documents; forming partnerships
with community groups for outreach and education; providing diversity training to DHS
employees; and, implementing a procedure for monitoring services and resolution of
complaints. DHS also reduces and eliminates access barriers that discourage the
enrollment of all eligible program participants, including those in immigrant and mixedstatus families.
Through its Division of Family and Children’s Services and Department of Public
Health, DHS also operates the State Refugee Resettlement and Health Programs,
respectively. These federally funded efforts provide cash assistance, medical
assistance, health screening, and social services to individuals entering the country
under refugee status and for related immigrant groups.
DHS regulates services to LEP and SI customers accessing direct assistance
programs such as the Division of Family and Children Services; Division of Aging
Services; Office of Adoptions; Division of Child Support Services; and, Office of
Regulatory Services. These programs are primarily regulated in accordance with Title
VI of the Civil Rights Act of 1964, 42 U.S.C. §§ 2000d et. Seq.; Presidential Executive
Order 13166 “Improving Access to Services for Persons with Limited English
Proficiency”; the Privacy Act of 1974; the Personal Responsibility and Work Opportunity
Reconciliation Act of 1996; the Illegal Immigration Reform and Immigrant Responsibility
Act of 1996; the Americans with Disabilities Act of 1990; §504 of the Rehabilitation Act
of 1975; and, HHS Guidance to Federal Financial Assistance Recipients Regarding the
Prohibition Against National Origin Discrimination Affecting Limited English Proficient
Persons, August 3, 2003.
Each region has a Language Service Coordinator who can provide immediate
assistance with LEPSI questions. Customer forms and notice can be found at:
http://dhr.georgia.gov/portal/site--> Resources > Language Access
Page 31 of 46
October 2012
Health Insurance Portability & Accountability Act of 1996 (HIPAA)
All DCSS employees must take every precaution to safeguard confidential protected
health information (PHI) contained in case records maintained by DCSS.
During the life of a case, DCSS may receive a request for genetic testing or
enforcement of an obligated case. Many times the request is received while the parent
or putative father has a pending Social Security (RSDI or SSI), Veterans Administration
or Workmen’s Compensation claim. Every opportunity should be made to obtain a
signature on and to provide a copy of the HIPAA Notice of Privacy Practices to both
parties. Refer to forms HHA and HHB.
To protect against a HIPAA violation, every precaution should be taken not to release
information about the disability of one party to the other without an Authorization to
Release Information ARI. And NEVER document any specific medical condition on a
case action log (CAL).
For more detailed information regarding HIPAA, see ERG Procedure 373.
Page 32 of 46
October 2012
OVERVIEW OF DCSS TERMINOLOGY
Access - The ability to gain admittance to a computer system to retrieve and/or update data.
Account - A record of a type of obligation or fee due and payments applied. A variety of
account types such as current support, arrears, fee(s), and recoupment are maintained in
$TARS. One or more accounts must exist for $TARS to process any funds. Automatic
distribution is based upon case types and sub-types and account priorities established in the
distribution matrix.
ADA - Assistant District Attorney.
Adjudicated Arrears - An amount of arrears cited in a court order issued subsequent to an
original order to pay support (the arrears are said to be "reduced to a judgment" by the
subsequent court order).
Administrative Process - When an Order is obtained through a hearing process rather than a
judicial process. An Administrative Order can be filed in a Superior court for enforcement.
AFDC (obsolete term) - Aid to Families with Dependent Children. From 1938 until 1997, AFDC
was the Public Assistance (welfare) program administered by the states under Title IV-A of the
Social Security Act. See TANF.
AF - an Alleged Father, a male who has been named as the biological father of a child but
paternity has not been legally established. See PF - Putative Father.
AP (obsolete term) - An Absent Parent, ie:, a parent who does not reside in the home of
his/her child(ren). See NCP.
APID - An Absent Parent Identification Number in $TARS, unique to each NCP.
APO - Adult Probation Office.
Arrears (Arrs) - An amount of unpaid child support.
Arrears & Interest Calculator (A&I) – Tool for calculating arrears and interest due on the case.
Assignment of support - One requirement for receiving public assistance (welfare) is that
every applicant/recipient must assign any right to child support to the state. This includes
arrearage which accumulates during any period in which the applicant/recipient receives
welfare.
Assistance Unit (AU) - DFCS terminology for a client or group of clients participating in a public
assistance program; TANF, MAO or Food Stamps.
Authorized User - A person authorized to access various functions of $TARS depending on
their assigned security level.
Basic Child Support Obligation-(BCSO) means the amount displayed on the Child Support
Obligation Table that most closely matches the monthly Combined Adjusted Income of the
Mother and Father in relation to the number of children included in the action
Batch - A collection of child support receipts or payments from NCP's.
CA - Cooperative Agreement.
GA DCSS offices staffed by personnel employed by local
District Attorney's. See CASS and Private Vendor.
CAL - Case Action Log. Documentation entered automatically by $TARS or manually by a user
recording activity on an individual child support case. See ERG Procedure 540.
Case - A $TARS term that specifies an NCP, a CP/CU and a child or children. If the NCP is
unknown, the case will consist of the CP/CU and child(ren).
Case Number - A nine (9) character number assigned by $TARS during the case registration/
intake function.
Page 33 of 46
October 2012
Case Type - There are 3 "types" of DCSS cases:
IV-A: The CP/CU is currently receiving public assistance for the child(ren) in the DCSS case.
IV-D: The CP/CU has either never received public assistance for the child(ren) in the DCSS
case, or, they formerly received public assistance for the child(ren) but there is no debt
to the state owed by the NCP for those public assistance funds the CP/CU received.
N4D: Non-IV-D cases involve only the receipt and distribution of child support monies by the
FSR. DCSS does not enforce these cases.
Case Worker (obsolete term) - Under the AFDC program, a DFCS employee responsible for a
IV-A case: Public Assistance (welfare - a monthly direct money payment), Medical Assistance or
Foster Care. See FICM.
CASS - Cooperative Agreement State Staff - these DCSS offices are staffed by personnel
employed by the state.
CC – Contact Center
CCC - Central Computer Center (DOAS).
CCPA - Consumer Credit Protection Act. This Act defines the maximum percentages that can
be deducted from a worker’s pay by an employer.
CEJ - Continuing Exclusive Jurisdiction. In interstate cases, CEJ determines which state has
the authority to modify a child support order. See ERG Procedure 950.
Child Support - In any court order, the dollar amount one parent is ordered to pay for the
support of his or her (minor) child when that parent does not live with the child. The amount to
be paid is based on guidelines which consider the incomes of both parents, the needs of the
child, whether or not there are other dependents and other extraordinary circumstances. See
ERG Procedure 330.
Child Support Obligation Table - The chart that displays the dollar amount of the Basic Child
Support Obligation which matches various levels of the combined adjusted income of the
mother and father in relation to the number of children for whom a child support order is being
established or modified. The child support obligation table is used to calculate the BCSO.
CICS - Customer Information Control System (an IBM data base).
Client ID (IRN) - A unique 9 character numeric identifier assigned by CRS for each person
registered therein. See CRS.
Complaint/Petition - A legal document outlining issues to be brought before a court.
Compliance Balance - An arrearage amount which, when paid, will bring an NCP into
"compliance" with the terms of a particular support order.
Consent - When an NCP voluntarily "consents" and agrees to the terms of an order without
having to go to court. See ERG Procedure 210.
CP/CU - A Custodial Parent or a Custodian with whom a child or children live.
CRS - Client Registration System. A database containing information about individuals who
currently participate in (or have formerly participated in) any of DHR's service
DCSS and others. Each person registered is assigned a Client ID Number and information
maintained in CRS includes their name, SSN, DOB, gender, race, and a county of residence
code.
CS - Child Support. A court ordered dollar amount to be paid for the support of a child.
CSENet - Child Support Enforcement Network. A nationwide computer system set up and run
by DCSS which allows states to communicate and share information.
Current Support - The total of any Support Ordered Amounts (SOA) for all active current
support accounts on an NCP.
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October 2012
Custodial Parent (CP) - The person with whom a child or children live. Generally a parent but
may be a relative or even someone else. See CP/CU, Legal Custody and Physical Custody.
Custody - Legal establishment of the person with whom a child shall live.
Customer - A case or a person who contacts DCSS for services or information.
CW - Welfare caseworker. See Case Worker and FICM.
DA
DDS – Department of Driver’s Services (formerly Public Safety) – driver’s license.
Defendent/Respondant - In legal terms, the person defending themselves against a charge of
paternity or failure to pay child support, an NCP.
Delinquent
the
obligated accounts becomes equal to or greater than the monthly SOA.
Deviation- An increase or decrease in the Presumptive Amount of Child Support.
DFCS
DHR
DHS – Department of Human Services
Distribution Matrix
which $TARS uses to determine in what order a payment is to be distributed to accounts.
DJJ
Youth Services).
DMA
DNA
Deoxyribonucleic Acid. Genetic material used in testing to establish a probability of
paternity or disprove an allegation of paternity. See Genetic Testing.
DOAS
DOB
DocGen
information through $TARS and merging this information with standard documents using MS
Word or WordPerfect.
DOL
DPH
DPS
available on-line).
EDI
EFT
Enforcement Use of the legal system to obtain payment of a child support or medical support
order.
EPLN
and Southeastern) that share data regarding NCP's.
Escrow
lding account within $TARS where funds are held for distribution.
EW00
-4 New Hire screens. This employment information is updated much more frequently
than information available from DOL.
Extraordinary Expenses -The expenses and costs, such as educational and medical, which
are in excess of the average amounts estimated in the child support obligation table and are
highly variable among families.
Federal Parent Locator Service - See FPLS.
Page 35 of 46
October 2012
Federal Office Of Child Support Enforcement (OCSE) – Sets program standards and policy,
provides technical assistance and training to the states, and evaluates and audits the state and
local programs.
FEIN
FFCCSOA
recognition of orders across state and/or county lines and enforcing foreign orders. See
URESA and UIFSA.
FFY
iscal Year (October 1 of any year to September 30 of the next).
FICM - Family Independence Case Manager. Under the TANF program, the DFCS employee
responsible for a IV-A case: TANF (welfare - a monthly direct money payment), Medical
Assistance or Foster Care. See Caseworker.
FIPS - Federal Information Processing Standard. A seven digit numeric code established by
the federal government which uniquely identifies each state and county jurisdiction in the nation.
Foreign Order
rgia.
FPLS
ervice. A service operated by Federal OCSE to assist states
in locating NCP's. FPLS obtains employer and home address information from federal agencies
and other data sources.
FSR
- Family Support Registry. The central office for processing and distributing all child
support payments in Georgia.
FST – Financial Support Team
FTAX - Federal Tax. See Involuntary Payment.
FTI - Federal Tax Intercept.
FY - Fiscal Year.
GAP
-The difference between DFCS's "standard of need" amount and "maximum grant"
amount, paid to a CP/CU, if child support was paid in a particular month..
Garnishment -A legal proceeding whereby a portion of a person’s wages or other assets is
withheld and applied to payment of a debt.
Genetic Testing
-The analysis of measurable DNA segments which a child has inherited
from its' biological mother and an alleged (or putative) father which will either exclude that
particular male as the biological father of that child or will indicate a probability (generally,
greater than 99%) that he is the biological father of that child.
Guidelines
- A standardized methodology for calculating child support obligations.
Consideration may be allowed for specific factors dictated by law.
HIPAA – Health Insurance Portability and Accountability Act (1996)
IDO / Income Deduction Order - an administrative or judicial order requiring an employer to
make a deduction from an NCP's earned income to meet a specific child support obligation.
Immediate Wage Withholding - A deduction from an NCP's earned income (withheld by their
employer) which begins immediately upon the execution of a consent order or the issuance of
an administrative or court order. An IDO.
Imputed Income - Income that is determined by using a 40 hour workweek at minimum wage
pay rate when there is no reliable evidence of income.
Income Withholding Order (IWO) – deductions from income, which generally start immediately
after a consent order is signed or an order is signed by the judge. In rare instances it is
effective upon a 30-day delinquency. Also known as an Income Deduction Order (IDO).
Involuntary Payment – Tax Offset payment. Description to be used with customers when staff
discuss offsets with customers.
Page 36 of 46
October 2012
Involuntary Loss of Income - An involuntary termination of employment, extended involuntary
loss of average weekly work hours, involvement in organized strikes, and loss of health or
similar involuntary hardship resulting in a reduction of income of 25 % or more.
IRN IRS - Internal Revenue Service.
IV-A - Title IV-A of the Social Security Act (formerly AFDC, now TANF).
IV-B - Title IV-B of the Social Security Act (one type of Foster care).
IV-D -D of the Social Security Act (Child Support Enforcement).
IV-E - Title IV-E of the Social Security Act (another type of Foster Care).
Judicial Process - The establishment and enforcement of child support obligations using the
Superior court system.
Juris - an abbreviation for Jurisdiction.
Jurisdiction - The legal authority of a court to exercise power over a person or a type of case
in a defined geographical area. A court must have jurisdiction over a defendant and the subject
matter of the action. All Georgia courts have jurisdiction over all Georgia residents, but
generally not over residents of other states. Superior courts have jurisdiction over divorce
cases, State courts do not.
Juvenile Child Support Order - court orders cannot be enforced in a Superior Court and these
type of court orders need to be referred to the local ADA/SAAG to review.
LAN Legal Custody - Custody granted by a court order. It is possible to have legal but not
physical custody and vice versa. The difference can affect DCSS’s ability to assist an applicant
for services.
Lien - A claim upon property to prevent sale or transfer until a debt is satisfied.
Log(ing) Off - Process by which a user disconnects his/her access to $TARS and exits the
system.
Log(ing) On -Process by which a user accesses $TARS by supplying a User ID and a
password.
Long-Arm Statute - A law which permits a state to claim personal jurisdiction over a person
who lives in another state. "Long-Arm" is often used in cases where paternity is
an issue.
MAO - Medical Assistance Only (considered non-welfare), the Medicaid program administered
through DFCS.
Medicaid Program - the federally funded medical support program for low income families.
- The legal provision for payment of medical and dental expenses of a child
linked to an NCP’s access to medical insurance.
Merge (or Merge Print) - Word-processing feature that combines primary or shell documents
with information from the $TARS database. This feature is used in generating documents.
Newborn Medicaid - 12 months coverage for a newborn living with their mother who is
eligible for and receiving Medicaid when the child is born.
NON-AFDC (obsolete term) non-welfare client. The CP/CU may be on Medicaid. See: NON-TANF.
Non- A defendant/respondent will not voluntarily consent to the terms of a proposed
order and the issue must be decided using either the administrative process or the judicial
process. (Both consent and non-consent orders are equal in force).
Page 37 of 46
October 2012
Non-Custodial Parent or NCP - A parent who does not have custody of a child and does not
live with the child but who does have a responsibility for the financial support of the child.
Non-IV-D (N4D) - A "collection and distribution only" child support case handled by the FSR.
Non-Parent Custodian - Individual who is not the biological parent of the child, but has been
granted legal custody of a child, or an individual who has a right to seek, modify, or enforce a
child support order.
Non-TANFDCSS client who is not receiving public assistance.
Obligated Account -ordered SOA.
Obligation - An amount of money to be paid as support by a responsible party and the
manner by which it is to be paid.
OCSE - Federal Office of Child Support Enforcement. The federal agency with responsibility
for setting policy and overseeing program administration within the 50 states, all territories and
possessions. The OCSE Region IV office is located in Atlanta.
Office Code -digit code assigned to each DCSS office within GA.
Offset -The process of intercepting money from an NCP’s state or federal tax refund, lottery
winnings and Unemployment Compensation Benefits to satisfy a child support debt.
On-Line instantaneous data transfer between
-line".
OSAH - Office of State Administrative Hearings. The state agency which uses the
administrative process to establish and enforce child support obligations as well as conducting
hearings regarding many types of child support issues.
Overnight execute large tasks that cannot be performed in an on-line situation, such as some compiled
reports.
Overwrite to the question, new data replaces existing data in a file.
PA - Public Assistance.
PARIS (obsolete term) - Public Assistance Reporting and Information System, the former
automated IV-A system in Georgia. See: Success
Password - A user-defined word which when used in conjunction with an assigned Logon ID
allows access to $TARS (a typical computer system standard practice).
Paternity Adjudication PeachCare -Medical insurance program available through DHR/DFCS to low-income families
who do not qualify for Medicaid.
Petitioner/Plaintiff A person or an entity initiating a civil proceeding. DCSS acts as the
petitioner on behalf of children in our cases.
PF
- a male who has been named as the biological father of a child but
paternity has not been legally established. See AF - Alleged Father..
Physical Custody - What occurs when a person does not lave legal custody but exercises
care and control over a child living in their home. See: Legal Custody.
Prompt DCSS staff informing an Agent or other
DCSS staff that a specific case needs some particular attention.
Proration
-The automated process in $TARS which distributes child support payments
proportionally according to a distribution matrix. This can also be initiated as a manual process.
Page 38 of 46
October 2012
Protected Fields changed. Also know as "Display Fields".
PSI – Policy Studies Inc. Contractor that handles the GA W-4 and Medical Support Processes.
Public Assistance - The TANF program which provides a monthly money grant to a needy
person or family for living expenses.
RACF - Resource Access Control Facility (database security).
Receipt t payment received from an NCP. Receipts are batched and posted
to $TARS using the receipt processing option on the financial management menu.
Recoupment account.
Referral - An NCP case referred to DCSS by DFCS, a Non-TANF CP applicant, or another
state.
Respondent - In legal terms, the person responding to a charge of paternity or failure to pay
child support, an NCP.
RSDI - Retirement, Survivors and Disability Insurance. A benefits program administered by the
SSA. See "Social Security benefits and Child Support", beginning at page V-184 in the
Appendix of the ERG Manual. These benefits are subject to DCSS enforcement actions.
RSM (Right from the start Medicaid) continues after the birth of the child.
SAAG - A Special Assistant Attorney General.
SDU (obsolete term) Service of Process
- The legal definition of the method of notifying an NCP
(defendant/respondent) of a pending legal action against them.
SFY - State Fiscal Year; July 1 of any year until June 30 of the next year.
SOA - Support Ordered Amount. The amount an NCP has been ordered to pay at a regular
SPLS - State Parent Locator Service. A service of each state to locate NCP's in their state.
SSA SSN (or SSAN) - Social Security (Account) Number.
SSI - Supplemental Security Income, a "federal welfare" program administered by the SSA.
See "Social Security benefits and Child Support", beginning at page V-184 in the Appendix of
the ERG Manual. These benefits are not subject to DCSS enforcement actions.
$TARS - Support Tracking, Accounting and Reporting System.
STAX See Involuntary Payment.
STI - State Tax Intercept.
Subpoena
- A writ issued under the authority of a court to compel the appearance of a
witness or to produce documents at a judicial proceeding; the disobedience of which is
punishable as a contempt of court.
SUCCESS Support Order Number order is established.
TANF -Temporary Assistance to Needy Families. The monthly direct money payment public
assistance program which replaced AFDC under welfare reform.
Temporary Child Support Order – Court orders which have an expiration date and must be
tracked by the local office to ensure that they do not expire.
Page 39 of 46
October 2012
Transitional Medicaid Assistance (TMA) for TANF due to earned income.
UCB - Unemployment Compensation Benefits (also known as UIB - Unemployment Insurance
Benefits).
UIFSA - The Uniform Interstate Family Support Act. Replaced URESA in GA on January 1,
1998. Used to establish a support order when the parties in a case reside in different states;
makes possible the enforcement of foreign orders in any state and provides the framework for
modification and other child support actions between states.
UPA - Unreimbursed Public Assistance. A debt to the state for any period of time when an
NCP’s children received AFDC/TANF and the NCP was not supporting their children as directed
by an administrative or court order for support.
URESA (obsolete term) e Uniform Reciprocal Enforcement of Support Act.
A federal law which provided a mechanism for establishing and enforcing support obligations
when a CP and child lived in one state and the NCP lived in another state. In GA, replaced by
UIFSA on January 1, 1998.
USER ID - Unique identifier assigned to each $TARS user.
VA - Veterans Administration.
Venue - The required place (county) for the trial of a lawsuit. Generally, initial venue for a
lawsuit is the county where the defendant resides. Once established, venue normally remains
constant in enforcement, even if the respondent moves out of county.
WC (Workers Compensation) job. These benefits are subject to DCSS enforcement actions.
Page 40 of 46
October 2012
Abbreviations and Acronyms
ADA
ADDR
ADM
ADV
AGT
AP
BARS
BCSI
BT
CA
CAFN
CAL
CASS
CB
CC
CEJ
CCO
CERT
CK
CONT'D
CP
CS
CSS
CT
CU
DA
DC
DCG
DCSS
DD
DDS
DFCS
DHR
DHS
DL
DMA
DMP
DNA
DOAS
DOB
DOC
DOCGEN
DOL
DPH
Assistant District Attorney
Address
Administrative
Advance / Advantage
Agent
Absent Parent
Bank Account Reconciliation System
Budgeted Child Support Income
Blood Test
Cooperative Agreement
Civil Action File Number
Case Action Log
Cooperative Agreement State Staff
Credit Bureau
Contact Center
Continuing Exclusive Jurisdiction
Consent Contempt Order
Certificate
Check
Continued
Custodial Parent / Custodian
Child Support
Child Support Services
Court
Custodian
District Attorney
Debit Card
Director’s Communication Group
Division of Child Support Services
Divorce Decree
Department of Driver Services
Department/Division of Family and Children Services
Department of Human Resources
Department of Human Services
Drivers License
Department of Medical Assistance
Direct Money Payment
Deoxyribonucleic Acid (Genetic fingerprinting)
Department of Administrative Services
Date of Birth
Department of Corrections
Document Generation
Department of Labor
Department of Public Health
Page 41 of 46
October 2012
Abbreviations and Acronyms (continued)
DPS
E-MAIL
EDI
EFT
EMANC
EMP
ENF
EST
EVL
FC
FCSU
FFCCSOA
FFY
FIW
FPLS
FSO
FSR
FST
FTA
FTAX
FY
FTR
GAP
GO Screen
GT
H/S
IDO
IJ
INS
INV-F
INV-S
IV-A
IV-D
IV-E
IWO
JC
JUD
JUV
LAN
LEP/SI
LOC
MAO
MED
MSG
Department of Public Safety [OBSOLETE-SEE DMVS]
Electronic Mail
Electronic Data Interchange
Electronic Funds Transfer
Emancipation
Employer
Enforcement
Establishment
Employment Verification Letter
Foster Care
Financial Customer Service Unit
Full Faith and Credit for Child Support Orders Act
Federal Fiscal Year
Federal Income Withholding Order
Federal Parent Locator Service
Foreign Support Order
Family Support Registry
Financial Support Team
Failed (Failure) to Appear
Federal Tax
Fiscal Year
Failure to Respond
Difference between the Standard of Need and the Maximum Grant Amount
Georgia On-line Screen
Genetic Test
High School
Income Deduction Order
Initiating Jurisdiction
Insurance
Involuntary Payment-Federal Taxes
Involuntary Payment-State Taxes
Title IV-A of the Social Security Act [Public Assistance]
Title IV-D of the Social Security Act [Child Support Enforcement]
Title IV-E of the Social Security Act [Foster Care]
Income Withholding Order
Judicial Circuit
Judicial
Juvenile
Local Area Network [Local Office Database]
Limited English Proficiency / Sensory Impaired
Locate
Medical Assistance Only [Title XIX - Medicaid]
Medical
Message
Page 42 of 46
October 2012
Abbreviations and Acronyms (continued)
NAA
NCP
NTANF
OFC
OFS
OIT
OM
OV
PA
PAYSUM
PARIS
PO
PT
PRWORA
REC'D
RJ
R/M
RSDI
RTD
SAAG
SCO
SCOA
SDU
SOA
SPLS
SSA
SSI
SSN
$TARS
STAX I
SUCCESS
SUP
TANF
TC
UIB
UIFSA
UNID
UNOB
UPA
URESA
UWCC
V/M
W&D
WCB
Next Appropriate Action
Non-Custodial Parent
Non-Welfare
Office
Office of Financial Services
Office of Information Technology
Office Manager
Office Visit
Public Assistance
Payment Summary
TANF computer system
Post Office
Paternity Test
Personal Responsibility and Work Opportunities Reconciliation Act
Received
Responding Jurisdiction
Review and Modification
Retirement Survivors and Disability Income
Returned
Special Assistant Attorney General
Single Controlling Order
State Chart of Accounts
State Distribution Unit
Support Ordered Amount
State Parent Locator Service
Social Security Administration
Supplemental Security Income
Social Security Number
Support Tracking, Accounting and Reporting System
State Tax
TANF Computer System
Support
Temporary Assistance for Needy Families
Telephone Call
Unemployment Insurance Benefits
Uniform Interstate Family Support Act
Unidentified
Unobligated
Unreimbursed Public Assistance
Uniform Reciprocal Enforcement of Support Act
United Way Contact Center
Voice Mail
Withhold and Deliver
Worker’s Compensation Benefits
Page 43 of 46
October 2012
1.
Lean Management Methodology – A tool used by both private and public sectors to streamline
processes. Lean Management is better known as Rapid Process Improvement.
2.
Rapid Process Improvement (RPI) – A lean management methodology used to streamline
existing processes through the elimination of waste. The type (s) of waste are identified through
an exercise called value stream mapping which analyzes required tasks in a specified focus.
3.
Value Stream Mapping (VSM) – Process used to map each step required in an existing process
for charting the process of our current state of operations. Before we can get any better we must
know where we are now. The Value Stream Map identifies all of the steps in a process and
clearly identifies waste that should be eliminated and or reduced.
4.
Value Added Activity – Transforms materials to products, meets the customer’s expectations,
and is something the customer would pay for.
5.
Non Value Added Activity – Does not add value, is not necessary, and should be eliminated,
simplified, reduced or integrated.
6.
Cycle Time – The actual time it takes to complete a task.
7.
Process Time – The time it takes to complete an entire task to include wait time currently built
into the process.
8.
Change Management –
An approach to shifting/transitioning individuals, teams, and
organizations from a current state to a desired future state. It is an organizational process aimed
at helping change stakeholders to accept and embrace changes in their business environment
9.
Standard Operating Procedure (SOP) – Written outline resulting from an RPI event which sets
forth a standard way of doing business for the entire state. The SOP is developed by the subject
matter experts on an RPI team and presented to the Executive Leadership Team.
10.
VSM Scope – Predetermined start and finish point for a Value Stream Map.
11.
RPI Champion – Directs and manages multi-functional teams in the development of plans,
goals, objectives, policies and procedures for completion of process improvement events, drives
day-to-day process activities; tracks and updates the event work plans, ensures that events are
documented and documentation is maintained and readily available to support event activities.
Confers with leadership and provides technical advice on the potential impacts of the event on
such areas as customer service, organization staffing and processes to assure smooth
functioning of newly implemented systems or procedures.
12.
Business Process Management - BPM is a holistic approach to management dominated by a
set of processes and behaviors. This process recognizes employees (and their ideas for
improvement) as valuable resources. It ensures approved suggestions will be developed,
implemented, monitored, and updated in an organized and efficient manner. BPM is applied to
NEW ideas and processes.
13.
Eight Types of Waste – Batching, bottlenecks, rework, Inventory, waiting, extra processing,
motion of people/machines, unused employee ideas.
14.
Waste/DOWNTIME
 Defects - Rework or Scrap
 Overproducing
 Waiting on people/machines/paperwork
 Not using employee ideas
 Transportation of parts, people, paper
 Inventory – Materials and Work-in-Process (WIP)
 Motion of people
 Extra Processing
Page 44 of 46
October 2012
Nathan Deal, Governor
Clyde L. Reese, III, Esq., Commissioner
Georgia Department of Human Services ▪ Division of Child Support Services ▪ Jessica Cannon,
th
Business Operations Specialist ▪ RPI Champion ▪ 5506 6 Avenue ▪ Eastman, GA 31023 ▪ 478-3747571 ▪ Fax 478-374-6960
Rapid Process Improvement Initiative
What is RPI?
RPI stands for Rapid Process Improvement, a lean management methodology used to streamline existing
processes through the elimination of waste. The type (s) of waste are identified through an exercise
called value stream mapping which analyzes each and all set of required tasks in a specified area of
focus.
Why RPI?
Georgia DCSS partnered with the Governor’s Office of Customer Service and Georgia Institute of
Technology to learn and adopt RPI in an effort to provide faster, friendlier and easier services to our
customers and improve efficiencies within DCSS while developing a culture of continuous improvement.
How Georgia implemented RPI?
Through the identification and implementation of Rapid Process events, DCSS began to imbed the RPI
process into the way DCSS does business. RPI requires the development of standard operating
procedures with employee led ideas. Subject matter experts (employees doing the work) along with RPI
Champions conduct RPI events to develop uniformed and standardize processes. The subject matter
experts represent various areas of the state and job classes that affect the RPI area of focus. A
comprehensive plan was developed to outline the time frame and resources needed to deliver and
implement RPI training statewide. The RPI implementation team consisted of employees from our
Performance Management Section (audits), Region Policy Specialist, Training Staff Development Program
and the RPI Champion.
DCSS RPI events and results:
1. Establishment-Same Day Service
Same Day Service moves a request for services from application or referral up to legal filing in one
business day versus the previous 71 business days.
2. Enforcement- Early Intervention
Early Intervention requires DCSS employees to contact Non Custodial Parents (phone calls 10 days before
the first payment and 10 days after the first payment is due) to educate them about the services DCSS
offers. This EIP hypothesis supports the soft glove approach to decrease the NCP adversarial approach,
respond early to changes in circumstances and reduces the overall enforcement processing time frame
from 126 days to 90 days.
3. Locate
Developed standards for assessing cases to locate through address validation versus the previous written
verification process reducing the statewide number of locate cases from 17% to 7%.
4. Legal
Eliminated five hand offs in the Legal Secretary process that resulted in the cost savings of 10 man hours
per week.
5. Fatherhood
Reduced enrollment time for attending orientation sessions from 69 days to 41 days.
Page 45 of 46
October 2012
6. Financial
Streamlined existing case management procedures for customer online application payments resulting in
the decrease of undistributed collections (unidentified or funds in error) by 92%.
7. Enforcement
Established standards to support proactive case management work through priority prompts (case alerts),
data reliability (audits) and best practices.
8. UIFSA—Intergovernmental
Established uniformed standards and time frames to obtain faster interstate communication in an effort
to expedite case management actions resulting in higher interstate collections.
9. Time Management
Through time studies, DCSS identified best practices and employee organizational skills sets needed to
effectively manage a child support caseload.
10. Review & Modification –statewide implementation pending
Developed a uniformed process to eliminate rework and reduce the review & modification processing
time frame from 180 days to 150 days.
11. Administration—statewide implementation pending
Developed documented work flow process to reduce expense reclassifications (rerates) and contract
processing time frames by 50% in an effort to ensure vendors are paid timely. This RPI project scope
targeted MSLR (Maintenance Services Lease Rentals) contracts.
12. Banking –statewide implementation pending
Strengthened internal Accounting controls developed standard operating procedures and documented
work flow processes for customer online, mailed, and walk-in and court payments from receipt through
distribution and reconciliation.
RPI Statistics
Georgia DCSS has provided Same Day Service to more than 275,000 Custodial Parent and worked 50,000
Establishment backlogged cases through the SDS process. The Early Intervention hypothesis holds true
in 6 out of 9 regions statewide with a higher percentage of cases paying. RPI contributed to the
statewide decrease of cases in the Locate function by 10%.
Benefits and challenges: RPI represents change and change creates fear which leads to resistance.
Agencies that implement or consider imbedding these processes should anticipate resistance and
proactively prepare for a very “tough road” of organizational change. “Buy in” at every level is vital to
the success of this initiative. Many changes to the standard operating procedures occur as a result of
employees feedback received during implementation and performance audits. Reporting to track and
monitor the correct data elements may be difficult but critical to the success of this initiative. The
benefits of RPI lead to quality and improved workflow, productivity and employee morale through
teamwork. The agency’s level of service delivery quickly increased through our Same Day Service and
Locate RPI events. The remaining events assisted the agency with reducing rework; eliminating hand offs
and increased performance.
Contacts:
Renorta R. Heard
Tanguler Gray- Johnson
Jessica Cannon, Business Operations
Georgia DCSS Director
Georgia DCSS Deputy Director
Specialist/RPI Champion
Phone: 404-463-7119
Phone: 404-657-3861
Phone: 478-374-7571
Email: [email protected] Email: [email protected]
Email: [email protected]
Page 46 of 46
October 2012

overview of child support services

Transcription

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