Office of Child Support ServicesOffice of Child Support Services

Review and Modification Review and Modification

Rapid Process ImprovementRapid Process Improvement

July 13July 13thth-17-17thth, 2009 , 2009

Review and Modification RPI TeamReview and Modification RPI Team

Nakia Brezail, Jennie Kelly, Delmas Browining, Opal Lowe, Sheila Mitchell, Sherita Peeler, Maurice Ingram, Stacey Hubbard, Angelia Boaright and Tanguler Gray-Washington

Keith HortonKeith Horton Renorta HeardRenorta Heard Elaine Beeks and BRTElaine Beeks and BRT Review and Modification RPI TeamReview and Modification RPI Team Swainsboro Office Swainsboro Office Sue HendersonSue Henderson Training and Staff Development Program Training and Staff Development Program Erica Thornton and PDU Erica Thornton and PDU Jeff Morrow and Brian Skala, Albany AttorneysJeff Morrow and Brian Skala, Albany Attorneys

RPI MethodologyRPI Methodology

Collect Data and Analyze ResultsCollect Data and Analyze Results Brainstorm ideasBrainstorm ideas Prioritize SolutionsPrioritize Solutions Implement SolutionsImplement Solutions Train Staff on New ProcessTrain Staff on New Process

““76 Days Required by Law” 76 Days Required by Law” I completed all

of this work and now I must

terminate the RevMod

because the customer did

not pay the fee.

@#$%%^^&**

StatewideStatewide Rev/Mod StatisticsRev/Mod Statistics Field Office ReportingField Office Reporting

Region 1 - 208Region 1 - 208 Region 3 - 370Region 3 - 370 Region 4 - 443Region 4 - 443 Region 5 - 216Region 5 - 216 Region 7 - 274Region 7 - 274 Region 8 - 610Region 8 - 610 Region 9 - 420Region 9 - 420 Region 10 - 246Region 10 - 246 Region CA -452Region CA -452

SFY08 Total 3239SFY08 Total 3239

Field Office Reporting Field Office Reporting Region 1 - 428 Region 1 - 428 Region 3 - 445 Region 3 - 445 Region 4 - 518Region 4 - 518 Region 5 - 271Region 5 - 271 Region 7 - 268Region 7 - 268 Region 8 - 918Region 8 - 918 Region 9 - 425Region 9 - 425 Region 10 - 251Region 10 - 251 Region CA - 530Region CA - 530

SFY09 Total 4054SFY09 Total 4054 6% increase statewide6% increase statewide

Major ConstraintsMajor Constraints Waste of Time and ResourcesWaste of Time and Resources

((approximately 45k and & 4,000 man hoursapproximately 45k and & 4,000 man hours)) Legal and federal requirements (180 day timeframe)Legal and federal requirements (180 day timeframe) 76 days are required by law (leaving 104 days for RPI)76 days are required by law (leaving 104 days for RPI)

Current State of Operations (Value Stream Map)Current State of Operations (Value Stream Map) Worksheet and Agency Recommendation completed prior to fee requestWorksheet and Agency Recommendation completed prior to fee request 31 day notification required before commencement of review31 day notification required before commencement of review

30 day law requirement to perfect service & file an objection30 day law requirement to perfect service & file an objection 15 additional days before obtaining a default order15 additional days before obtaining a default order

Transfer of case prior to collection of feeTransfer of case prior to collection of fee Future State of Operations (Future Stream Map)Future State of Operations (Future Stream Map)

GOALGOAL Develop a Review and Modification SOP using existing Develop a Review and Modification SOP using existing

ERG proceduresERG procedures Research federal guidelines for clarity Research federal guidelines for clarity Eliminate rework, reduce waste and streamline Eliminate rework, reduce waste and streamline

existing timeframeexisting timeframe Standardize process statewide Standardize process statewide Revisit the transfer policy regarding RevMod requestsRevisit the transfer policy regarding RevMod requests Collect fee from requesting party when “work completed”Collect fee from requesting party when “work completed”

Rev/Mod Flow ChartRev/Mod Flow Chart

Substantial change proven

Mail requesting party General Testimony/UIFSA Packet

Within 5 days of receipt of request: Send formRJA (to both parties), screen DOL, screen $TARS for multiple cases; notify other office(s) of Revmod via formRAC. If transfer is necessary request certified copy of order.

Greater than 36 month Orders: and another state has CEJ/CO.

Upon receiving the written request add case to the RevMod Tracking Log to begin 150-day clock (342.01). The request date is the date on the written request. (Request may be received by written request, portal, local -mail, and fax)

Greater than 36 month Orders: Georgia Only

If formRJA is received from the RP within 15 days, determine if fee is required mail formRCL, fee due within 16 days. If no response terminate on 16th day with formRCL ***If fee is waived and address is verified and discovery completed- transfer file using formRJT.

If UIFSA packet is not received within 15 day terminate review. If UIFSA packet is returned mail petition to the state conducting review.

Less than 36 month Orders: Unless the request includes proof of substantial change, mail RRF to requesting party-waiting 15 days for proof

Substantial change not proven or not eligible

Terminate review; Send formRCL

If no objection within 45 days after last party served with CEJ, enter default order (342.12) within 5 business days.

If objection filed within 30 days of service take appropriate action to secure a court date using formCEK(342.12).

Obtain order by consent or hearing.

Mail copy of order to both parties, update log, Update arrears grid, update accounts, update support order and mail formFIW. Update Case Summary screen and remove RevMod indicator.

Special Note: Remember there are only 14 days to make a recommendation. Waiting until the last possible date to do so will significantly impede on your 150 day timeframe.

If fee is paid or waived prior to 31 days from receiving formRJA from the requesting party the entire 30 days must be allowed before a recommendation can be made. However, if the fee is paid or waived a case transfer is required; the case must be transferred prior to the 31 days from submitting formRJA.

Review and Modification Flowchart

After 31 days you have 14 days to submit recommendation, petition to adopt, A&I and other supporting documents to legal. A copy of the RJB is mailed to both parties.

ALL Review and Modifications MUST be completed in 150 days

Actions CompletedActions Completed Updates to Rev/Mod Forms Updates to Rev/Mod Forms

FormLEV (additional specifics requested)FormLEV (additional specifics requested) FormRRR (eliminated)FormRRR (eliminated) FormRCL (combined as multi purpose)FormRCL (combined as multi purpose)

EligibilityEligibility Fee requirementFee requirement TerminationTermination OtherOther

FormLPO (use only for out of our jurisdictions)FormLPO (use only for out of our jurisdictions) FormRJA (deviation supporting info requested)FormRJA (deviation supporting info requested)

Statement of rights (detailed language)Statement of rights (detailed language) FormRAF (limited use for CCC and local office staffFormRAF (limited use for CCC and local office staff)) Other forms pending further reviewOther forms pending further review

Statewide ImpactStatewide Impact

Current VSMCurrent VSM 180 days180 days federal timeframe federal timeframe 15 screening days15 screening days 80 days to legal80 days to legal Recommendation prior to Recommendation prior to

fee collectedfee collected Fee collected after transfer Fee collected after transfer

of caseof case Excessive RevMod formsExcessive RevMod forms Limited knowledge of Limited knowledge of

RevMod processRevMod process

Future VSMFuture VSM 150 days150 days (exceeding) (exceeding) 5 screening days5 screening days 50 days to legal50 days to legal Recommendation after fee Recommendation after fee

collectedcollected Fee collected before Fee collected before

transfer of casetransfer of case Streamline rev/mod formsStreamline rev/mod forms More education and future More education and future

RevMod training for all staffRevMod training for all staff

Statewide Report RecommendedStatewide Report Recommended Review and Modification Tracking Report (RMTR)Review and Modification Tracking Report (RMTR) $$TARS UpdatesTARS Updates RevMod Request Date would be added to the Case Management Case Summary ScreenRevMod Request Date would be added to the Case Management Case Summary Screen The date would be updated with the date the written request was received by the local office.The date would be updated with the date the written request was received by the local office. RevMod IndictorRevMod Indictor This would be checked when the This would be checked when the FormRJAFormRJA is generated to the parties and automatically document CAL with “RevMod is generated to the parties and automatically document CAL with “RevMod

Initiated”.Initiated”. This indicator would be removed when the review is terminated/completed and automatically document CAL with “RevMod This indicator would be removed when the review is terminated/completed and automatically document CAL with “RevMod

Term/Cancelled”Term/Cancelled” Agent IndicatorAgent Indicator A box would be created to capture the reviewing agent’s user id.A box would be created to capture the reviewing agent’s user id. Legal IndictorLegal Indictor With the RevMod process the legal indicator would be checked once the Petition to Adopt and Agency Recommendation With the RevMod process the legal indicator would be checked once the Petition to Adopt and Agency Recommendation

has been forwarded to the Courthouse for filing. This would automatically trigger a tracking date on $TARS.has been forwarded to the Courthouse for filing. This would automatically trigger a tracking date on $TARS. What would this report tell us?What would this report tell us? Number of review and modification requests received.Number of review and modification requests received. Number of reviews completedNumber of reviews completed Number of reviews pendingNumber of reviews pending Number of reviews pending in legalNumber of reviews pending in legal $TARS No NCP Name Agent Date of Request Date of Completion Days Pending$TARS No NCP Name Agent Date of Request Date of Completion Days Pending

Business Resolution Team System NeedsBusiness Resolution Team System Needs Correct Notice of Opportunity for Review noticesCorrect Notice of Opportunity for Review notices

$tars must read the following data elements$tars must read the following data elements Date of order on support order screenDate of order on support order screen If child is coded “E” (child emancipated) and If child is coded “E” (child emancipated) and If child is coded as “N” for non participating If child is coded as “N” for non participating

Corrections needed to the TANF RevMod ReportCorrections needed to the TANF RevMod Report List TANF cases onlyList TANF cases only Active casesActive cases Date of orderDate of order Child participating Child participating Cases with current support ordered amountsCases with current support ordered amounts

Clarification on existing SIDQC70R Rev/Mod ReportClarification on existing SIDQC70R Rev/Mod Report

““Customer Service”Customer Service”

I understand that you lost your job yesterday and

want a review and modification, but

NO! SO SORRY!

Additional Rev/Mod ConcernsAdditional Rev/Mod Concerns Military deploymentMilitary deployment

stateside –vs.- overseasstateside –vs.- overseas If stateside (contact SJA)If stateside (contact SJA)

IncarcerationIncarceration Same level of service to be providedSame level of service to be provided

UnemploymentUnemployment voluntary –vs.- involuntary voluntary –vs.- involuntary Orders < or > 36 months oldOrders < or > 36 months old

RSDI/SSI cases consult with your attorneyRSDI/SSI cases consult with your attorney See ERG Procedure #275 See ERG Procedure #275

Medical only ordersMedical only orders See ERG Procedure #342 See ERG Procedure #342

Rev/Mod and contempt actions taken simultaneouslyRev/Mod and contempt actions taken simultaneously Take administrative actions only during RevMod process Take administrative actions only during RevMod process Rev/mod orders do not include contempt and/or purge language (exception FormCEN) Rev/mod orders do not include contempt and/or purge language (exception FormCEN)

Executive Leadership Team FeedbackExecutive Leadership Team Feedback

New definition for “work completed” New definition for “work completed” Change to fee collection processChange to fee collection process LPO for out of jurisdictions only LPO for out of jurisdictions only Streamline RevMod DocGen formsStreamline RevMod DocGen forms Additional RevMod training by TSDP Additional RevMod training by TSDP

Non Custodial Parents in the MilitaryNon Custodial Parents in the Military Incarceration casesIncarceration cases RSDI/SSI CasesRSDI/SSI Cases

Use OSCAR –vs.- current RevMod screens Use OSCAR –vs.- current RevMod screens Revisions to existing RevMod Report Revisions to existing RevMod Report