Embed Size (px)
Citation preview
IV-A
INTERFACE
Kim Britt – Operational Manager,Stanislaus County DCSS
Tina Lorenzo – Senior Child Support Specialist, Solano County DCSS
Jennifer Su – Child Support Specialist Supervisor, Contra Costa County DCSS
IV-A Transactions
C-IV
Kim Britt
Operational Manager
Stanislaus County
What is a IV-A Transaction?
A transaction will:
Notify IV-D when case needs to be opened or reopened
Notify IV-D to add new child to existing case Notify IV-D when participant on case leaves the
home Notify IV-D when Custodial Parent (CP) is receiving
aid in a new county Notify IV-D when aid discontinues for CP and/or
child Notify IV-D good cause has been claimed/granted Update participant demographics
What Generates a Transaction?
■Request for IV-A assistance received for child Parent/guardian applied for assistance Child entered foster care
■IV-A caseworker determines eligibility Interviews customer Obtains names and information about
everyone in household Determines the role of household members Identifies if intact family
What Generates a Transaction?
Program Persons(Listed on Application)
Program Persons and
Case Members
MEM Eligible for, or has applied for, assistance
MMO Eligible for Medi-Cal assistance only
FRE, FRI, FSO, UP Not eligible
What Generates a Transaction?
Select Absent Parent to View Support Questionnaire Page
What Generates a Transaction?
What Generates a Transaction?
What Generates a Transaction?
Types of Service Requests
CM114 – Child records do not match but IV-A case is known to CSE Usually received to add a new child to existing open case
CM119 – IV-A case unknown to CSE New IV-D case is needed
CM120 – Closed IV-D case match found Review need to reopen case
CM121 – Open IV-D case in another county found Inter-County Transfer (ICT) review needed
CM122 – CP, Non-Custodial Parent NCP or Other Parent (OP) records did not match, but IV-A case exists in CSE (child record matched)
Update needed to existing open case
The Handshake
■ Identifier starting with “C” is a CP or child identifier.
■ Identifier starting with “A” is a NCP identifier.
The Handshake
The Handshake
IV-A Transaction List
Member Transaction
Member Transaction
Member Transaction
Member Transaction
Pending/Held Transactions
Processed – All transaction types that have been processed by LCSA user or CSERejected – Referral and Service Request transactions that were rejected by LCSA user or CSE during batch processing Pending – Service Request that has not been worked Held – Any participant transactions that have not been evaluated by CSE waiting for an earlier Service Request to be processed Partial – Public assistance aid and/or demographic transactions are applied to a pending Service Request
The Handshake
IV-A/IV-D Handshake
Feeling Stuck?
My Contact Information:
Kim Britt
Stanislaus County DCSS
Operational Manager
(209) 558-1467
IV-A TransactionsCalWIN
Tina LorenzoSenior Child Support Specialist
Solano County
CalWIN to CSE
CalWIN for the LCSAs is web based.
Limited screens and information.
Some LCSAs may have access to production version used by the IV-A
CalWIN Screen Shot
CalWIN IV-A ID Number48 1Bxxxxx A1
481BxxxxxA1
48=County Number 1Bxxxxx = IV-A Case Number A1=IV-A Person Member or Absent Parent ID
CalWIN Person Number
CalWIN - Absent Parent
CalWIN - Absent Parent
Solano Case Opening
Case opening is handled by the Establishment Team (EST).
Service Requests and Non-Welfare applications are assigned based upon the NP’s last name.
Case remains in EST until a Child Support Order is obtained.
Ownership of the case.
Using the Service Request (SR) Tool
To assign SRs by the NP’s last name, we must look at the SR in CSE to get that information.
Goal is to reduce handoff of cases.
The SRs (CM119, CM120, CM114 and CM122) are assigned/delegated in the SR Tool.
SR Tool and Compliance
Out of compliance on Federal Audit
20 calendar days compliance date in the SR Tool differs from the Federal 20 calendar days
SR Tool Delegation Report
SR Tool Screenshot
Solano SR Tool Workaround
Office policy was set to work SRs and NW apps within 10 calendar days.
Export to Excel through the SR Tool.
Using a Macro, it re-formats the information and will add the 10 day and 20 day due dates.
Exporting SR List to Excel
SR Tool
The Future of Service Requests
Service Request Improvements
Service Request Workgroup convened in April 2014.
60,000 new Service Requests are created monthly statewide.
30% to 70% are being manually reviewed and then rejected by LCSA staff.
Request For Considerations Submitted
RFC-14-03325 IV-A Service Request Improvements - Part
1 RFC-14-03327 Service Request Improvements - Part 2
RFC-14-03325
Table 7 in the Case Opening QRG has a listing of case closure reasons and what criteria CSE uses in evaluating whether to create a SR or reject it.
Current Criteria
New Criteria
Rather than create a SR, CSE will create a Rejected Referral (RFR):
NP is deceased RFR-8
NP is on SSI RFR-8
Children Emancipated New RFR type
Intact Family/PAT not at issue New RFR type
Pending Inter-County Transfer (ICT) If initiated, CSE will not create
additional tasks for 30 days. CSE may be updated with a box to be checked with, ICT is initiated.
Unable to Locate NP If no new info on the inbound
transaction, referral should be rejected.
New Criteria
RFC-14-03327
Application Search Page Improvement Add column to reflect the task ID
Other Improvements Suggested
Improve CSE functionality IV-A - Handshake Participant Detail Page Navigation through SR processing screens Expand SR “rejection reasons”/Closure
reasons Delay sending the case opening packet Add incarceration date of release Attestation Statements Match Dependents, CPs and NPs
Improvements to the SR Tool Ability to sort by the NP’s last name Check functionality of the auto-delegation
feature.
Improvements
My Contact Information:
Tina LorenzoSenior Child Support Specialist
Solano County DCSS(707) 784-3794
Managing the IV-A Workload
Jennifer SuChild Support Specialist Supervisor
Contra Costa County
IV-A Interface - An Information Highway
Data Flow from IV-A to CSE
CSE processes transactions through the IV-A Interface
Records to the Public Assistance (PA) Transaction List page with unique transaction numbers
Performs participant/case matching and updates against transactions
Creates or rejects Service Requests (SRs) based on complex programming logic
Records transaction errors and produces error reports
Writes tasks
Work, Work, Work!
Contra Costa has a caseload of just under 30,000
Received 15,523 SRs in FFY 2013 and 14,889 in FFY 2014 (half the total caseload!)
Intake team is comprised of 7 SR workers and 2 leads
How is the volume managed?
Time Saving through Electronic Workload Assignment
Contra Costa assigned paper lists through Local Child Support Agency (LCSA) SR Tool
Stand-alone tool that extracts SRs/PA Errors from CSE and tracks status of tasks
Facilitates bundling -- SRs and errors tied to the same IV-A case presented as package
Paper work lists/statistical reports available Great tool, but creating paper lists was time-
consuming
CCC’s Service Request Assignment Tool
“SRAT”-- Developed in 2011, out of need for more efficient, electronic work assignment:
Access Data bases include Administrator and User Module
Prioritizes so workers draw SR closest to the 20 day compliance date
Bundles SRs and PA errors under the same IV-A number
Importing Data into SRAT Administrator Module
SRs exported from LCSA SR Tool into SRAT:
Admin user exports SRs/PA Errors from LCSA SR Tool into a CSV file
File saved in a processing folder in shared location on network
SRAT Administrator Module is launched from desktop
Module queries processing folder for new files Module notifies file is ready to import via the SRAT
Launch Pad Administrator uploads data into SRAT by clicking
Upload Data and Prioritize Queue button
Administrator Module Launch Pad
Administrator Service Request AssignmentTool Queue
SRAT Caseworker Module
SRAT Caseworker Module Work List
Click here to add text.
■Click to edit Master text styles✷ Second level
• Third level
Benefits of Electronic SR Assignment
Saves time - on average takes 10 minutes to assign work (took an hour with paper lists)
Lead workers have more time to process casework
Saves paper Limits confidential documents on desktop Ability to gage team and individual
performance in real time Reports/statistical tracking
Workload Overflow
Keeping Up!
Important to work all SRs - CSE will hold all transactions under the same IV-A number until after completion of a pending SR
How to keep up with the volume and keep the interface flowing (but not overflowing)?
MACROS for Processing SRs/Clearing Errors
What is a Macro?
Macro refers to a tool that performs a series of instructions automatically
AKA - “Robot Caseworker” Contra Costa uses Macros to handle
some of the work coming through the IV-A interface
CM120 MACRO
CM120 Macro to pre-screen SR tasks on closed cases: CM120s represent 15%-20% of SR caseload. Many cases do not qualify for reopening. Workers re-review and reject these SRs - timely and
repetitive work. Case closure reasons which more than likely do not qualify
to reopen: Children Emancipated NCP Unable to Pay, Incarceration (beyond child’s minority) NCP Unable to Pay Supplemental Security Income (SSI),
Institutionalized, Total & Permanent Disability NCP Lives in Mexico, Exact Location Unknown.
CM120 MACRO Functionality
How the CM120 Macro works: Accesses SR, finds matching CSE case Compares number of DPs in SR to the closed case Analyzes case closure reason If there are NOT more children in the SR than on
the case AND if the closure reason matches, the Macro rejects
Otherwise, the Macro skips the SR and moves on to analyze the next task
Accuracy
First 112 SRs rejected by the Macro reviewed
None qualified to be reopened Monthly 10 - 15% of Macro rejected SRs
sampled Only 5 sampled cases of 1,481 rejected
have qualified to be reopened since implementation in 7/2013
Results
From July 2013 - December 2014: Macro pre-screened 5,299 CM120 tasks
Rejected 1,481 SRs, 28% of total CM120 tasks received
Allowed Intake workers to concentrate on more complex tasks
Can be run behind a locked door, with a darkened screen, without worker intervention
Contributed to backlog reduction
Macro Used to Reject Backlogged CM122 SRs
Last quarter of 2012, Contra Costa had 3,250 backlogged noncompliance CM122 SRs, some as old as 2009
Tasks did not have associated compliance date, and not related to opening, reopening or adding a child to a case
Many were so old--aid had discontinued and SRs no longer needed to be processed
Failure to work an SR causes subsequent transactions to be held
Macro rejected 421 of these tasks, and then reviewed for new tasks to come back
Results
Prior to Macro, staff expended considerable time to review and work through backlog - about a year
Macro rejected last 421 backlogged tasks in a few hours, during break and lunch time
Tasks that still needed to be processed regenerated for worker review
Held transactions were released
Rejected Referral Errors
CSE reports errors encountered while processing incoming IV-A transactions
Not every county chooses to work all errors Contra Costa primarily works Good Cause errors Once an SR is generated and worked, workers
cleared other error types, a time consuming and repetitive task
Macro now clears errors, allowing workers to devote time to more complex tasks
Macros Submitted to State for Approval
California Central>System Resources>LCSA Centralized Resources>LCSA Automation Programs & Applications
To be used at discretion of LCSA Director
Communication and Clean Datathrough the Interface
Working With IV-A
Good communication with IV-A is vital
Bad data on the IV-A side causes unnecessary SRs and errors
The CM122 SR task is often associated to incorrect Absent Parent records
Tactics for ImprovingCommunication with IV-A
One SR worker handles all non-compliance tasks, including the CM122
Worker tracks recurring issues due to bad data to ensure correction
Worker uses a “thank you” template and carbons EW’s supervisor when timely corrections made
Quarterly local IV-A/IV-D workgroup Liaisons/protocol on both sides for questions IV-D representatives involved in EW new-hire
training
A Spoon Full of Sugar
Thank YOU so much!!! You are #1!!
I just had to give you a "Shout Out" and say THANK YOU! & give you kudos! You are SO VERY MUCH appreciated for working the request right away!! It makes a HUGE difference not to have to spend so much time trying to keep up with the interface attempting to make changes incorrectly.
Where are we now? Since 8/2012, Contra Costa has gone from 4,300
pending SRs to under 400 Working compliance SRs within a week of receipt date Team of 13 members reduced to 11 One SR staff member shifted to working Non-Aid
applications Non-Aid applications worked within 2-3 days of receipt Better communication with IV-A reduced CM122 tasks
Managing the IV-A WorkloadMy Contact Information
Jennifer Su
Contra Costa County DCSSChild Support Specialist Supervisor
(925) [email protected]
