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SIMPLER. FASTER. BETTER. LESS COSTLY. lean.ohio.gov
COUNTY INTAKE AND DIVERSION PROCESS
LEAN SIX SIGMA PROJECT REPORT OUT
REGINA M. LURRY
OHIO DEPARTMENT OF YOUTH
SERVICES
FEBRUARY 15, 2018
SIMPLER. FASTER. BETTER. LESS COSTLY. lean.ohio.gov
SIMPLER. FASTER. BETTER. LESS COSTLY. lean.ohio.gov
CUYAHOGA COUNTY JUVENILE COURT INTAKE AND DIVERSION PROJECT
Ohio Department of Youth Services
� Regina M Lurry, Black Belt Candidate
� Rachel Griffin, Green Belt Candidate
SIMPLER. FASTER. BETTER. LESS COSTLY. lean.ohio.gov
KAIZEN TEAM MEMBERS
Wayne Drummond Deputy Chief Cleveland Police Department
Sam Amata
Assistant Public Defender Supervisor for Juvenile Division,
Office of the Public Defender, Cuyahoga County
Office of the Public Defender,
Cuyahoga County
Jackie Gould LISW-S Social Worker Supervisor
Sarah Baker Program Planner CCJC
Melisa McDaniel Grants and Quality Improvement Specialist CCJC
Cynthia Weiskittel Director
Children and Family Services
Department
Jennifer Dodd , Ph.D Director of Operations and Development ESC of Cuyahoga County
Cheryl Mays Community Member The Parent Engagement Center
Elise Tompkins
Deputy Director, Specialized Dockets, Supervision and
Services CCJC
Heather Corcoran Deputy Director, Intake and Diversion CCJC
Linda Torbert Children's Projects Administrator ADAMHS Board of Cuyahoga County
Bridget Gibbons
Deputy Director, Programming, Training and Quality
Assurance CCJC
Van Ward Director of Probation Services CCJC
Greg Mussman
Juvenile Division Chief, Office of the Prosecutor, Cuyahoga
County
Office of the Prosecutor, Cuyahoga
County
Dana Chavers Deputy Court Administrator CCJC
Tim McDevitt Deputy Court Administrator CCJC
Tess Neff Court Administrator CCJC
Renee Edel CIP Manager CCJC
Dr. Amy Justice Clinical Psychologist, Juvenile Court Diagnostic Clinic CCJC
SIMPLER. FASTER. BETTER. LESS COSTLY. lean.ohio.gov
SIMPLER. FASTER. BETTER. LESS COSTLY. lean.ohio.gov
BACKGROUND- SCOPE
� STREAMLINE INTAKE & DIVERSION PROCESS, INCREASE PROSECUTORIAL
INPUT, CENTRALIZED INTAKE
� SCOPE:
FIRST STEP: COMPLAINT FILED
LAST STEP: PROGRAM COMPLETION
6
SIMPLER. FASTER. BETTER. LESS COSTLY. lean.ohio.gov
PROJECT GOALS
• STREAMLINE INTAKE & DIVERSION
• INCREASE ACCOUNTABILITY OF COMMUNITY
DIVERSION PROGRAMS
• INCREASE OBJECTIVITY OF DIVERSION ELIGIBILITY
• INCREASE EARLY INTERVENTION/ SCREENING
• EARLY IDENTIFICATION OF TREATMENT/SERVICE NEEDS
• COMMUNITY ASSESSMENT CENTER
7
SIMPLER. FASTER. BETTER. LESS COSTLY. lean.ohio.gov
BASELINE DATA
8
• LIMITED DATA AVAILABLE
• CALM PROGRAM DATA
• TRUANCY DATA
• COMMUNITY DIVERSION PROGRAM
• COURT UNRULY PROGRAM (COURT DIVERSION)
• NEED TO DEFINE OUTCOMES/ SUCCESS
SIMPLER. FASTER. BETTER. LESS COSTLY. lean.ohio.gov
HIGH LEVEL PROCESS - SIPOC DIAGRAM
Suppliers Inputs Process Outputs Customers
Filing Decision Referral Adjustment Program
Completion
Parents
Law Enforcement
Schools
Citizens
Agencies
Jurists
Intake guidelines
Prosecutor
Guidelines
Child’s Age
Available
Programming
Police Report
Fact Sheet
Prior History
Adjudication Report
Degree of Offense
Well Adjusted
Youth
No More Charges
No additional
court contact
Need additional
program/services
Linkage to more
appropriate
services
Failure
Official Filing
Increased skill for
parent
Parents
Youth
Community
Court
Neighboring
Systems
Businesses
SIMPLER. FASTER. BETTER. LESS COSTLY. lean.ohio.gov
CURRENT STATE Cuyahoga County Juvenile Court Intake and Diversion Flow Chart
Cour
t Int
ake M
anag
erCo
urt I
ntak
e Offi
cer
Intak
e Offi
cer
Pros
ecut
ors O
ffice
Supp
ort S
taff
Intak
e
Pros
ecut
or
Majo
r Tria
l Pro
secu
tor
Prog
ram M
anag
er
Ohio
Guide
stone
Ju
rist
Review Bypass Packet
for Closure Send to Clerks Office
Packet
Complete
Complete
Electronic
Intake Form
Review
Referral
Packet
Review Prior
History
Review
Police Report
Consider
Intake
Guidelines
Unruly
Everything Else
F1, F2, Gun Sex
Case stays
with ID O
DCFS or Other Agen cy
Involved
Yes
Investigate and call for
other open services
In Need of More
Appropriate Services Send Letter to Parent
Send Case to Intake
Manager
Refer to tapestry
Determine Appropriate
Diversion Program
Based on Referral
Source, Type of charge,
Location of Crime or
Home
Review appropriate CDP
Options
Appropriate CDP
Available Yes Make Referral to CDP Send Packet to CDP
Receive Referral and
Start Program
(up to 30 day delay)
Engaged Conduct CDP Hearing
Magistrate
Availability
Youth Deny Charge Complete Successfully
Bad Mailing Address?
Statute Expired?
No
Review Other Options CUP Suitable? Yes Refer to CUP Create Electronic
Referral
IT Delay
No Yes
Unruly
Waiting for
Responses
from Other
Providers
No
Refer to Informal
Conferencing/
Mediation if returning
from CUP
Scheduling
Conduct Informal
Conferencing Go to or Return to CUP
Yes
No Official Filing
No
Enter As Bypass Send to Clerk’s Office
Prepare Complaint
Receive Electronic
Referral
Initial contact with
family within 24 hours Schedule Appointment
5-7 Day
Delay
Complete Assessment
Review Assessment Refer to Case
management
Develop Case Plan Service Coordination
Successful Completion
of CUP
Update and code fact
sheet
Yes
Send to Clerk’s Office
No
Yes
No
No
No
Delinquency
Discuss with Intake
Prosecutor Compare Case Packet Official?
Yes
Decision Based On
Guidelines
CDP
Refer to Informal
Conferencing Resolved?
CDP
Prosecutor
Closure
No
CDP
Make Referral to CDP
Refer to Prosecutor
Closure
Receive Referral Check for Accuracy Packet Complete? YESComplete Electronic
Referral Stays with Manager
No
Send Hard Copy to IDO
Complete Same steps as
ID O
Send Back to Referral
Source
No
Send Back to Referral
Source
Receive Referral Enter R eferral into Case
Management Set up Matter ID
Put on Shared Workflow
of Prosecutor/ IDO
Sex Case? Probable Cause? No Review Report F1, F2, Gun?
NO
Conference IDO Official?
Yes
No Print Case File Deliver to IDO
Yes Request any evidence Talk with Victims Review Evidence Charge and file Officiall y
Issue Letter to Referring
Agency
Yes
Probable Cause?
No
Sexting?Yes BDE
Sexting
Review Evidence
No Recommend/Refer to
Court Diversion
Diversion is an Option Yes
Order to Diversion
(Court Ordered is 6
Mos)
No
Court Disposition
Talk with Victims Request Additional
Evidence Confer with IDO Sexting Diversion
No
Goes Official
Yes
Review BDE Guidelines BDE?
Behavioral Diversion
Education
Yes Refer to BDE Send to Intake Manager
for Tracking
Official?
No
Review Evidence Talk with Victims Request Additional
Evidence
Search Region
Worrkflow
Receive Referral
Form
Check for
accuracy
(demographic
information
10
SIMPLER. FASTER. BETTER. LESS COSTLY. lean.ohio.gov
SIMPLER. FASTER. BETTER. LESS COSTLY. lean.ohio.gov
SCORE CARD
Steps 101
Decisions 30
Handoffs 9
Loopbacks 8
Delays 8
SIMPLER. FASTER. BETTER. LESS COSTLY. lean.ohio.gov
CONTROL
IMP
AC
THigh Impact/High Control
• Centralized intake place – 17 votes• Validated risk/needs assessment for diversion decisions – 5 votes• Parent education qualified sanctions – 3 votes• Open up tapestry to all diversion - 5 votes• Create a document showing all CDP programs including criteria for acceptance
– 9 votes• Standardized language for CDP letters – 5 votes• Address racial and ethnic disparities throughout – 3 votes• Eliminate or rework the approval by Program Manager for CUP – 0 votes• Formalize and share case management process across the system – 0 votes• Strengthen partnership with schools to deal with truancy issues –4 votes• Training for court staff on the intake process – 2 votes• Parent input on needed services – 2 votes• Parent and family feedback – 4 votes• Seek input frequently from those that are doing the work – 4 votes• Simplify the process – 6 votes• System should own up to mistakes and fix them – 0 votes• Reduce length of diversion – 7 votes• QA for diversion programs including outcomes – 8 votes• Provide services earlier and more community outcomes – 10 votes• Create a map of the process to be available for the court and parents – 9 votes
High Impact/Low Control
• More diversion services –6 votes
• Find a way to involve DCFS in solving and developing a solution – 4 votes
• Have a pool of volunteermagistrates that can hearCDP cases
o Use Mayor’scourts if possible –4 votes
Low Impact/Low Control
• Give Juvenile Prosecutor a big raise – 6 votes and 1 No Way
Low Impact/High Control (funding issues)
• Offer and fund the parent project – 2 votes• Parenting classes – 2 votes• Parent navigator position – 2 votes• Go paperless – 0 votes
High Impact/High Control – need higher approval
• Initial decision at the Prosecutor’s office – 11 votes
• Split case between Court and Prosecutor’s office
o Court – unruly and misdemeanor
o Pros. – felony, sex and guns
• Reduce/remove discussion between IDO and prosecutors – 5 votes
• Reduce duplicate reviews –8 votes
• Increase use of Medicaid
funds to increase available services – 3 votes
SIMPLER. FASTER. BETTER. LESS COSTLY. lean.ohio.gov
CLEAN SHEET REDESIGN
Group A
Group B
SIMPLER. FASTER. BETTER. LESS COSTLY. lean.ohio.gov
SIMPLER. FASTER. BETTER. LESS COSTLY. lean.ohio.gov
FUTURE STATE
Future State
Wo
rker
#1
Wo
rker
#3
Pro
se
cuto
rB
eh
avio
ral
He
alt
h –
Wo
rker
#2
Wo
rker
#4
Su
pe
rvis
or
Police bring in a
youth
Police referral
* receive fact sheet
and incident report
Review Information
Review Pre-
determined
diversion list
(automatic vs
discretionary)
Contact Parent
Use script
Inform parents of
next steps and
expectations
Send info to
prosecutor
electronically
Meet with youth –
discuss incident
Complete
assessment checklist
Complete Initial
MAYSI-2 and OYAS
Diversion tool
Review the MAYSI-2
and OYAS results
2nd
MAYSI-2
screener needed
Is further court
involvement needed?
Verify diversion eligibility
and consult criteria
Review law
enforcement reports
or other
documentation
(school,parent,com
munity)
Draft complaintConsult Prosecutor’s
matrixOfficial EndYes
Refer to diversion –
notify “intake” to
proceed for non-
automatic cases
No
No
MAYSI-2 2n d
ScreenerClinical Concern?
Conduct brief
behavioral health
assessmentYes
Provide referral to
non-clinical/non-
legal community
services (ex.
Parenting classes,
job aid) Info only
No
Provide or refer to
Mental/Behavioral
health services
Review Screening
resultsOYAS High needs
Assess compliance
Yes
CompliantEnd
Contact/re-engage
familyRefer to Supervisor
Yes
No
Review service
matric
Refer to diversion
program
CDP/CUP/Other
Assess compliance Compliant End
Review case
progress and other
information
Notify prosecutor’s
office
Give direction for
next steps
Refer to appropriate
worker
Refer to Worker #4
Yes Yes
No
Review service
matric
Monitor linkage to
services
CDP/CUP/Other
Assess compliance Compliant EndYes
Refer to Supervisor
No
Refer to worker #3
No
No
Parent/School
referral start here
Store security
complaint – need to
contact family
Wait for Parents to
respond/come to
assessment center
SIMPLER. FASTER. BETTER. LESS COSTLY. lean.ohio.gov
SCORE CARD
Steps 42
Decisions 8
Handoffs 4
Loopbacks 3
Delays 1
SIMPLER. FASTER. BETTER. LESS COSTLY. lean.ohio.gov
PROJECT METRICS
Measure ResultStreamlined ProcessDecreased Handoffs & LoopbacksDecreased LOS Measure Before After DifferenceSteps 101 42 -58.4%Decisions 30 8 -73.3%Handoffs 9 4 -55.6%Loopbacks 8 3 -62.5%Delays 8 1 -87.5%
18
SIMPLER. FASTER. BETTER. LESS COSTLY. lean.ohio.gov
IMPROVEMENT SUMMARY
Current Key Issues
Prosecutorial Approval Prosecutorial Approval
Customer Satisfaction Customer Satisfaction
Length of Supervision Period Length of Supervision Period
How We Improved
Reviews all filings Reviews all filings
Streamlined Process.
Clear Roadmap
Streamlined Process.
Clear Roadmap
Decreased for Diversion CasesDecreased for Diversion Cases
19
SIMPLER. FASTER. BETTER. LESS COSTLY. lean.ohio.gov
IMPLEMENTATION PLAN
20
ACTION/TASK WHO TARGET DATE COMPLETION DATE
Communication Renee Edel
Mary Davidson
Court Program Resource Guide for Parents
Staffing Plan and Training Van Ward
Police Field Card
Resource Analysis Linda Torbert
CDP Resource Ledger
Schools (HB 410)
Parent Script Cheryl Mays
Amy Justice
Youth Script Amy Justice
Assessment Checklist Jackie
Amy Justice
Pre-Determined Diversion List MOU Workgroup
(Prosecutor’s Office & Court)
Court Involvement Decision Guidelines
Service Matrix Bridget
Prosecutor Diversion Matrix
Intake/Diversion Process Map
Summons Renee Edel
QA Process Bridget and Melissa
IT Renee Edel
CDP Completion Form or Checklist
Logistics/Location Linda Torbert
CDP Letters Standard
SIMPLER. FASTER. BETTER. LESS COSTLY. lean.ohio.gov
SPECIAL THANKS TO…
HARVEY REED , DIRECTOR
RYAN GIES, DEPUTY DIRECTOR PCC
ANTHONY PANZINO, BUREAU CHIEF,
COURTS & COMMUNITY
SPONSOR: TIM MCDEVITT, DEPUTY
COURT ADMINISTRATOR
TEAM LEADER: RENEE EDEL, CIP
MANAGER
KRISTEN SWEENEY, JUDGE
GREG MUSSMAN, JUVENILE
PROSECUTOR
TESS NEFF, COURT ADMINISTRATOR
BRIDGETT GIBBONS, DEPUTY
DIRECTOR
HEATHER CORCORAN, DEPUTY
DIRECTOR
ANGELA MILLER, INTAKE &
DIVERSION MANAGER
LINDA TORBERT, CC ADAMH BOARD
21
SIMPLER. FASTER. BETTER. LESS COSTLY. lean.ohio.gov
QUESTIONS/COMMENTS
22