Child Support Report XXIV, No. 12, 20021201

Child Support Report

Vol. XXIV, No. 12, Dec 2002

Child Support Report is a publication of the Office of Child Support Enforcement, Division of Consumer Services.

CSR is published for information purposes only. No official endorsement of any practice, publication, or individual by the Department of Health and Human Services or the Office of Child Support Enforcement is intended or should be inferred.

New York City Helps Parents Help Their Children

Massachusetts eCSE Case Manager

A Celebration of Fatherhood

Going the Extra Mile

Washington State Holds Legal Education Audio-Conferences

Ohio County's Successful Lien Payoff Program

Vermont Office of Child Support Develops Document Imaging System

Florida Online

New York City Helps Parents Help Their Children

A parent who has no source of income can not pay child support regularly. That was the reasoning behind the Office of Child Support Enforcement in New York City joining forces with community-based organizations and Family Court to implement STEP (Step Through Employment Program). STEP gives participants the opportunity to obtain job training and utilize placement services with the goal of satisfying their child support obligations.

STEP incorporated and expanded upon the Non-Custodial Parent Employment Program (NCPEP), introduced in New York City in 1995. NCPEP was a mandatory Family Court program that targeted non-custodial parents (NCPs) who were in court for a violation petition and whose children were Temporary Assistance for Needy Families (TANF) recipients. NCPEP referred parents to one of three organizations contracted to provide job training and placement services. NCPEP was successful as far as it went. STEP is the result of the need to enhance this program.

STEP was implemented in February 2002 as a pilot project in Manhattan. Manhattan Family Court hears the City's TANF- related child support cases, as well as the non-public assistance cases originating in that borough. STEP is open to any NCP appearing in court for a child support hearing. The only requirement for STEP is an inability to pay child support due to unemployment or underemployment. The children do not have to be recipients of public assistance in order for the NCP to qualify for a referral to one of 12 programs offering employment counseling, training and placement.

At a hearing for a new child support case, if the NCP agrees to enter STEP, a temporary child support order of $25 per month is set. In cases where the hearing is the result of a violation of a child support order, participation in the program is mandatory.

Child support caseworkers interview NCPs referred to STEP to assess which program best suits their needs. Once employed, a portion of the NCP's earnings is garnished for child support payments.

The success of STEP depends on the cooperation of the Family Court and the active participation of the organizations providing services. The Family Court hearing examiners have made the referring of parents for employment services a high priority.

As referrals increased, more organizations willing to provide services were needed. In order to expand from the original three to the current twelve community-based organizations, New York City's OCSE looked to its existing partnerships with programs that provide a variety of services to young fathers in exchange for the establishment of paternity and a child support order.

With encouragement from New York City's child support program's Paternity & Community Outreach Unit, more programs joined the court-based STEP effort to bring low-earning parents into the workforce. Since STEP was implemented, 625 NCPs have been referred for interviews. 128 either failed to comply, dropped out or were rejected. The remaining 80 percent moved into various stages of training and employment.

The community-based organizations providing job training and placement are required to complete an evaluation report on each NCP after a three-month period. That report is considered when decisions are made concerning the disposition of the child support case in court.

The apparent success of STEP suggests that the program will expand to the family courts in New York's four other boroughs. In addition, the City would like to develop a system that allows non-custodial parents to be referred to the STEP program at other points of contact.

According to Michael Infranco, Associate Commissioner for the New York City Office of Child Support Enforcement, "In the past, we were unable to collect child support from parents without the means to pay. STEP gives us the opportunity to participate in a process that provides a service to our city's parents and children. Giving parents the means to provide financial support for their children helps us reach our goals."

Massachusetts eCSE Case Manager

By: Tim Murray

The Massachusetts Department of Revenue Child Support Enforcement Division (DOR/CSE) recently unveiled its eCSE Case Manager, an online tool offering customers another channel of service. The eCSE capability was designed to increase accessibility to case information and services for external child support customers, as well as to improve business processes within the division.

Accessible 24/7, the Web site, located at www.mass.gov/dor, provides a number of interactive features for its users. By using both a Personal Identification Number and Access Code, customers can view payment information, arrears balances, case status, and a listing of recent case activity, as well as find directions to any state probate courthouse. In addition, customers can change their addresses, update missing case information, apply for services, and request a copy of their payment history online.

Another key feature is the Interstate Case Inquiry Form. This allows other IV-D agencies to complete and submit the required information online.

Navigating the eCSE Case Manager is not just limited to customers with child support cases. A DEMO feature is available for anyone who would like to take a tour of the Case Manager. In addition, the Case Manager maintains a listing of authorized third parties who are assigned their own PIN that allows them to view their client's information online.

The 200,000 visitors to the eCSE Case Manager already exceed the number projected for the year, and recent trends indicate that traffic will continue to increase. September 2002 saw 5900 unique users accessing the site, with an average of six visits per customer.

More features are planned for the eCSE Case Manager. Work is underway to provide direct deposit of custodial parent checks, electronic funds transfers from non-custodial parent's bank accounts, acceptance of credit card payments online, and more customer service-friendly options such as co-browsing, text chat, and "call-me" buttons.

DOR/CSE encourages anyone interested to take a tour of the Case Manager via the DEMO feature at https://ecse.cse.state.ma.us/ECSE/Login/login.asp. Questions about the eCSE Case Manager can be directed to: Cheryl Traina at (781) 213-1000 x31206 or trainac@dor.state.ma.us

Tim Murray is a management analyst for the Massachusetts Department of Revenue, child Support Enforcement Division.

A Celebration of Fatherhood

By: Diane Brown

The 12th annual Festival of Fathers and Families was held in the summer of 2002 in Minneapolis, Minnesota. The festival is a multicultural community based celebration of fatherhood. It is a public declaration that dads play a significant role in the lives of their children, their families and their community. The event, sponsored and supported through the collaborative efforts of agencies and organizations that work with fathers in the Twin Cities area, including the Hennepin County Child Support Office, was created to improve the image of fathers and to develop a greater appreciation of fathering in the near northside of Minneapolis.

The festival is an annual event of celebration, recognition, food, fun and music. Featured this year were a petting zoo, pony rides, face painting, moonwalk, music bookmobile, giveaways, and lots of food. All of the activities were free of charge. 571 people attended. Over 25 sponsors made donations of money, food, door prizes, and tee-shirts for the volunteers and fathers. Almost 50 people donated time to staff the event, including workers from the Hennepin County Child Support Office.

The festival provides a great opportunity for information sharing. Twenty vendors set up display booths. Besides the County Child Support Office, the County District Court, several health organizations, child-focused agencies, and community-based fathers groups were on hand to distribute literature and answer questions. The District Court booth provided information about Family Court, Housing Court, and how to file a motion with the Court including modifying a child support order. The Honorable Tanya Bransford, a judge in the Hennepin County District Court, was there to answer questions about the court system.

One of the highlights of the day was a recognition ceremony honoring individual fathers for the contributions they have made to their families and to their communities. It was noted that many of the honorees had worked hard - overcoming significant barriers - to reach this level of commitment as a father. Each honoree received a certificate and a "Dads Make a Difference" tee-shirt.

Men are the primary planners of the festival. From its inception, although it was billed as a celebration of fathers and families, it was named the Festival of Fathers. This year, in recognition of those families where no father is present, the name was changed to the Festival of Fathers and Families. It was the desire of the planners that all families feel welcome.

Diane Brown is a Client Services Representative in the Hennepin County, Minnesota, Child Support Office. (612) 348-3333

Going the Extra Mile

The Western Interstate Child Support Enforcement Council (WICSEC) held its 19th Annual Training Conference in Portland, Oregon, October 13, 2002. Commissioner Sherri Z. Heller delivered the keynote address, with a theme of "Going the Extra Mile."

Addressing the audience, Dr. Heller asked, "How in this environment, can I inspire child support workers and managers to go the extra mile - to pay attention, not just to the task on their desks, but to the new approaches that might make the difference for clients who didn't get any collection last year?"

The Commissioner noted that this has been a difficult year for many state child support offices. Retirements of key personnel, staff cuts, and state budget deficits have presented major challenges to those attempting to meet the needs of children and families. Dr. Heller added, "Just when you think you're going to get to rest because your your state disbursement unit is up and running, you realize there is more to do. There is controversy over undistributed collections; have to find time to teach employer's payroll personnel how to balance check and documentation; and find addresses for all those custodial parents who used to pick up their checks at the county courthouse."

Commissioner Heller then gave some examples of what "going the extra mile" would mean for child support workers: partnering with TANF, rethinking their approach to low-income obligors, more effective working of interstate cases, finding ways to reach out to local community-based and faith-based organizations, and taking time to teach what we know about the financial and emotional costs of divorce and out-of- wedlock childbearing to young people. "These things take staff time," Dr. Heller noted, "and staff are busy enough just doing the tasks on their desk. Therefore, this will require 'Going the extra mile.'"

Another feature of the Commissioner's presentation was the discussion of what she referred to as "The Big Three," which, in her judgment, represent "the unfinished business of child support." The three are low-income obligors, arrears, and interstate.

With low-income obligors, Dr. Heller wants to know "what alternative source of information or income can we get, so we aren't putting in place unrealistic default orders that result in almost immediate arrears?" The questions that need to be answered regarding the arrears number are, "How much is owed to the government to reimburse past welfare expenses versus families, and how much debt accrued is based on imputed income and default orders?" With the interstate caseload at 30 percent, and representing only six percent of total collections, Commissioner Heller sees interstate case processing as the next project for federal/state cooperation.

Dr. Heller concluded her remarks by saying, "I am suggesting that by going the extra mile - reaching out to these partners, getting past our exhaustion, and taking on our unfinished business, we will collect and distribute more child support and actually get more resources to do our jobs.

Washington State Holds Legal Education Audio-Conferences

By: Mary Lou Rough

Budget constraints resulted in the cancellation of this year's Training Conference sponsored by the Washington State Family Support Council (WSFSC) - an organization that includes the Washington Division of Child Support (DCS). Over the years, this annual conference has provided up-to-date training for DCS Support Enforcement Officers, Claims Officers, and Prosecuting Attorney staff members, all of whom are charged with collections that impact the state budget.

DCS, in conjunction with WSFC, turned to audio-conferences as a way to provide some of this training. Although not a replacement for the networking and relationship-building that play such an important role in the annual training conferences, these audio conferences provide an opportunity to present training that otherwise would have been missed. In addition, participating attorneys have the chance to earn continuing legal education (CLE) credits, a requirement for law practice in Washington State. DCS petitions the Washington State Bar Association to allow one credit for each audio-conference hour - a petition that has been consistently approved.

The first audio-conference, "Judicial Enforcement of Support Orders," drew more than 130 participants, including 109 DCS staff. This was more than the number of DCS staff who have regularly attended previous annual training conferences. Because of this positive response, the planned four audio-conferences per year were expanded to one audio conference per month.

Participation has increased to include the Office of Administrative Hearings, the State Tribal Relations Unit, the State Office of General Administration, and the Division of Child Care and Early Learning. An unanticipated benefit of this expanded audience has been increased communication between staff in government agencies that share a primary focus - the well-being of children.

Mary Lou Rough is the Support Enforcement Officer of the Washington Division of Child Support. (360) 664-5353

Ohio County's Successful Lien Payoff Program

By: Edward J. Harshbarger

During the first ten months of 2002, the Administrative Lien Program in Summit County, Ohio, generated $943,294 in delinquent child support payments.

The Summit County Child Support Enforcement Agency (CSEA) is under the leadership of Sherri Bevan Walsh, Summit County Prosecutor. Traditionally, Assistant Prosecuting Attorneys have filed judicial liens. Today, under Walsh's initiative, emphasis is placed on obtaining administrative real property liens to collect pas-due child support.

The administrative lien process has proven to be an effective, yet simple, process to administer and collect on delinquent cases, according to Ed Harshbarger, Director of CSEA. Through October 2002, the Summit County staff filed 4,573 administrative liens. While only 228 seizures have been secured, nearly $943,294 in support has been collected.

With interest rates at an all-time low, numerous persons who have support obligations are purchasing or refinancing real properties. Once real estate companies, mortgage companies or title agencies discover the existence of the administrative lien, calls or facsimiles are received by CSEA to verify the amount of money needed to satisfy the lien obligation.

When CSEA's Child Support Specialists receive the calls or facsimiles, they immediately obtain the CSEA file, print all payment information history, obtain a copy of the lien and forward the information to their Fiscal Department, which calculates the interest which had accrued on the unpaid judgement balance.

The files are then referred to CSEA Assistant Prosecuting Attorneys who prepare lien payoff letters. These letters are sent to the real estate companies or financial institutions, requesting them to issue a check payable to the Ohio Child Support Payment Central and an additional check to the Summit County Clerk of courts for the release of lien fee. Within a matter of days, custodial parents and their children receive back support, and, in many instances, the full amount of arrearage owed.

Summit is the sixth largest county in Ohio. The CSEA employs 204 staff, has a caseload of 52,000, and collects over $80 million in child support annually. Edward J. Harshbarger is the Director of the Child Support Enforcement Agency, Summit County, Ohio. (330) 643-2765

Vermont Office of Child Support Develops Document Imaging System

By: Sara Lee

The Vermont Office of Child Support (OCS) has launched a new document imaging system to improve case processing efficiency and customer service. All workers in OCS offices throughout the State will now be able to retrieve documents electronically at their individual computer stations, rather than having to request a hardcopy from central files.

Electronic access to documents lets OCS workers retrieve documents instantly in order to process child support cases and assist parents who have questions or want copies of documents. What previously could take up to several days for case file exchanges will now take just minutes. Although this process is still in the beginning stages, the Office has already seen the benefits in terms of improved customer service and efficiency.

Increasing pressure to manage volumes of legal documents is a serious issue for OCS. With new documents generated daily, adding to the already bulging files, OCS sought to implement a high-level, sophisticated information access process with the ability to categorize and deliver information efficiently both internally throughout OCS and externally to its customers.

OCS has many legal documents that form the basis of its case files. Some documents must be reviewed before others can be generated. Processes and productivity can be slowed down if a single document requires multiple individuals handling it and then passing it on. In this process only the person with the document in hand can act; others must wait their turn.

Realizing this, Office of Child Support implemented a method to digitize its document-driven processes. By instituting an integrated document management system (IDM), the OCS hopes to provide better customer service, increase operational efficiencies, and greatly accelerate the pace of information sharing. As all documents exist electronically, they can be concurrently accessed by multiple employees or passed on in a matter of seconds from individual to individual. Customers will be able to receive accurate information on their documents almost instantaneously.

IDM is especially important to the regional offices. It allows caseworkers to access the information without having to request the file and wait days for its arrival. In addition, this document imaging and managing system will be available for use in court and will assist courts in instantly obtaining documents to facilitate their decision making process.

Sara Lee is the Administrator of the Vermont Office of Child Support. (802) 241-2869, SARAL@wpgate1.ahs.state.vt.us.

Florida Online

Florida residents now have a more modern way to make their child support payments; they can pay online.

Parents can use a credit card or checking account to make payments online. They also can see when the money was received, posted and paid out. Employers who use wage withholding can also use the site.

Florida has a toll-free number that allows parents to find out whether child support checks have been posted to their accounts. This line gets about 400,000 calls a month. However, it is believed that the online service will be more efficient and provide more information.

Florida has about 1 million child support cases, and it is one of the first states to offer an online payment service.