New Jersey Office of Child Support Services NJKiDS

1. New JerseyOffice of Child Support ServicesNJKiDS Integration Across Programs Expediting Cases in Real Time ERICSA May 24, 2011

2. Agenda Program overview What got us to where we are today Lessons Learned along the way The Products Using “BI” to Manage and Adjust

3. PROGRAM PARTNERS, STAKEHOLDERS, AND CUSTOMERS Our Primary Customers are: children in need of support and the parents and/or custodians of these children; Including TANF, Child Welfare, Tribal Nations and other Countries Our partners who operate the program include: federal, state, local and tribal child support enforcement agencies and courts, law enforcement agencies and other entities operating under cooperative agreements. Assistance from the following partners: employers, financial institutions, hospitals, insurance community, private contractors, Other components of federal, state and local government such as Departments of Labor, State, Corrections, Treasury and the Social Security Administration, SNAP, housing, HEADSTART, Municipal Assistance programs. Also Partner and Interface with: Fatherhood, Advocacy and other interest groups, charitable, community and faith-based groups, Congress, state and tribal legislatures, and the general public.

4. NJ CHILD SUPPORT PROGRAM OVERVIEW OUR GOVERNING STRUCTURE The program is State Administered and State and County Delivered Prime Players for delivery are: Department of Human Services Division of family Development OCSS is the single State IVD Agency program governance and administration Program funding, promulgation of policies, procedures and regulations Administers all cooperative agreements and vendor contracts Run and maintain Statewide Systems Required reporting to the federal government/central enforcement services Division of Medical Assistance – interfaces for Medicaid/Family Care Services and referrals for Medical Support NJ Judiciary operates court system through independent management structure: Administrative Office of the Courts, Family, Finance and Probation Divisions Together, they provide: order establishment, locate and local enforcement of all orders Maintains Central Registry County Welfare Agencies Administers TANF and other related public assistance programs Assists in location of all NCP’s, establishment of paternity and obtaining court orders Initials and establishes cases for TANF, DCF and DMHAS in conjunction with local courts Review and adjustment services and genetic testing Department of Children and Families IVE/IVB Foster Care/Child Welfare/Child Protection

5. OCSS Organization Chart Department Of Human Services Division of Family Development EBSU Office of Child Support Services NJKiDS Administrative Office of the Courts OIT OIS CS Hearing Officer Program Vendor Contracts State Disbursement Unit Central Registry Paternity Opportunity Program Finance Divisions New Hire Reporting Family Divisions County Welfare Agencies CS Guidelines Calculator Client Services Cooperative Agreements LINKS (Public Awareness) Probation Divisions National Medical Support Notice DYFS Department of Corrections NJKiDS (Systems Reengineering) NJCSI (Training / Rutgers Institute) County Sheriffs CSLN (Child Support Lien Network) Two County Law Departments FIDM (Financial Inst. Data Match) DMAHS BPR (Business Process Reengineering) NJ Dept. of Labor Diana-U:\org.char updatedt

6. Structural Multiple levels and branches of government Many invested stakeholders County welfare Courts Contractors Other state agencies Various Technologies/platforms and structures

7. Frame Work for Planning Know your “Block” Make it a Team Effort Choreography Scripted & Unscripted

8. Know your “Block” What is the environment now Who has vested interest/who can help Who can bring you down/competing agendas What is the environment for the life of the project (need a crystal ball) Impact on others short term/long term

9. Make it a Team Effort What’s in it for them / How can it help them? Communicate Written documentation Regular follow-ups / checkups Vary approach

10. Choreography 2004 new state administration Financing a new system. Feasibility study recommendations Structuring a line of credit “ I’ll gladly pay you Tuesday for a hamburger today” Sidestepping a disaster DRA-2005 Keeping ahead of the curve Never think it is settled Plan for the unexpected ARRA & post ARRA

11. Established Project Oversight & Management Features of Project Organization Strong Governance Model Executive Oversight Project Management Project Management Office (PMO) Quality Assurance Team Risk Management Team (shared approach) Leveraged highly skilled architectural / functional / technical resources Staff Augmentation Maximized Staffed according to Project Schedule/Resource Plan

12. Timeline of NJKiDS Key Assumptions March 2006 – Re-engineering Contract Awarded October 2008 – Pilot County Implementation September 2009 – State Wide Implementation July 2010 – Federal Certification Review Seamless integration across programs In English/no codes/ease of use Easily maintainable/sustainable Improved performance Customer Service

13. Cross Program Integration TANF (IVA) Child welfare/ child protection (IVE) Courts Medicaid (XIX)

14. So What did We build………?

15. The First of the New Generation of Child Support Systems – CertifiedJuly2010

16. Key Aspects Integrated Applications IV-D Applications Courts DCF (IVE) TANF (IVA) Portals Licensing TANF Adult Supervision / Corrections Business Intelligence

17. NJKiDS – The Beginning System Objectives Improve Customer Service Establish a Child Support System using current technology Maximize Integration with Other State Systems Maximize Automation of Routine Processing Establish an On-line, Real-time, Web Based System that uses a Thin Client & Open Architecture Optimize Program Performance to Maximize Incentives

18. Some Key Components = Integration and Streamlining On-line Application and Case Creation – Multiple Systems Two System Searches Scheduling of Hearings: establishment, enforcement and modifications Generation of complaints, summons and notices Standardize forms: Uniform Summary Support Order, et al Centralized mail / Certified mail Improved Automated Enforcement and Portals Business Intelligence: Performance and Reporting Auditing

19. On-Line Application: On the Web Kiosks in the courthouse On-Line at the office Referral Interfaces Two System Searches : Real Time / Two Way Interface NJKiDS FACTS (Family Automated Case Tracking)

20. Scheduling Establishments, Enforcements and Modifications Child Support Hearing Officer and Judges Date, Time, Location - on documents Generation of Complaints, Summons and Orders Real Time Standard Formats / Forms Review Client Signature Attorney Signature Judges Signature

21. Centralized Mail Regular mail and Certified Mail Tracking notices Signature files Uniform Summary Support Orders Desktop Management – service, genetic testing, case data, bench warrants, etc. Linking with guidelines Electronic signatures Standardized / linked to expedite

22. IVE Interface IVA Interface IVE IVD Medicaid

28. IVE Interface Referrals Terminations Payments/disbursement Status updates Incoming/outgoing With Courts IVA Interfaces Co-located Units/IVD First Referral file Status updates Termination file

29. Purpose of BI Portal NJKiDS Business Intelligence Portal empowers users with current information that enables them to make quality decisions. Provides a high-performance, managed reporting environment. Business Intelligence makes it easier to get the right information to the right people at the right time.

30. Monitoring for Performance at the Management Level • Establishing your Picture • The story behind the Number’s • Partnerships – • Child Support offices • Others • Resources – What’s available / What’s Not

31. Establishing the Picture BI Portal Regular Reports / Operations Templates / Map Analysis / Query Function Managers Dashboard

32. Establishing the Picture (continued) Demographics of cases complying / Demographics of cases not complying Fact vs. Assumptions Once a TANF case – always a TANF case Barriers Resources How are we doing against others Best Practices / New Practices Local / instate / Query – Map Analysis OCSE Website / publications / other states Onsite Support Staff Special Projects Grants

33. Establishing the Picture (continued) County Level Partnership / Teams IV-D Offices Others Other Teams Cross State Resources Agencies Work Mediation Tools Local Administrative subpoena Cell phones, cable , etc. Statewide

34. CSPIA Calculation Chart – NJ – 3 Year Comparison

35. STATE OF NEW JERSEYNJKiDS - NEW JERSEY KIDSDESERVE SUPPORTCASE LOAD TOTALS REPORT CS183 MONTHLY OFFICE: ALL, REPORT FOR THE MONTH OF MARCH 2011

36. Dashboard Home

37. Financial Widget w/Pie Chart

38. Paternity Establishment Percentage • Cases with collections on Current Support • Cases with collections on Arrears • Cases with Child Support Orders • Cases with Medical Support Ordered Financial Widget w/Pie Chart

39. Federal Measures Widget - Expanded

41. Alisha Griffin New Jersey Office of Child Support Services Alisha.Griffin@dhs.state.nj.us 609-584-5093

43. Finding WorkStaying EmployedPaying Support NCP Choices Michael Hayes Texas Office of the Attorney General 43

44. 7.3 Million Poor Men 5 Million Poor Men with Child Support Cases

45. 3 Million Poor Men Not Working In The Previous Year With Child Support Cases 3.6 Million Poor Men Not Working In The Previous Year

46. Previous efforts? Difficult recruitmentLow retention ratesEquivocal outcomes

47. NCP Choices: Finding Work, Staying Employed, Paying Child Support NCP Choices Enhanced employment services Court-imposed sanctions (for noncompliant NCPs)

48. Interoperability Each agency doing what they do best, together.

49. Finds eligible NCPs Monitors payments Preps legal actions Intake at court Enhanced services Reports compliance Child Support Workforce Courts Order participation Holds compliance hearings Swift, certain consequences

50. Payment NCP (associated with public assistance case) OAG Court JAIL Workforce 30 hours/week JOB YES NO Payment