Improve Support Order Percentage (ISOP)

1. Improve Support Order Percentage (ISOP) January 2014 Please call: 1-877-336-1828 Passcode: 7400455 Please do not have Adobe call your phone.

2. Call Guidelines & Documents • Please mute your phone • Press *6, or • Press the Mute on your telephone • Hold questions until the end

3. ISOP Webinar Documents All documents are available for download within Adobe on the right side of the screen: • ISOP PPT • ISOP Memo 2013-012 • ISOP Report FY 2013 • Generate FR-002 Report • FR-002 Report Sample • ISOP Job Aid

4. Webinar Agenda • Overview of ISOP • What is the Support Order Percentage? • What do we need to do to improve SO%? • Auto closures • Manual closures • Code cases appropriately

5. Webinar Agenda – cont. • FR-002 Report • ISOP Desk Aid Review • Tips for Closing Cases • Monitoring Progress • Next Steps

6. Overview: ISOP in FY 2014 • FY 2013 - Support Order Percentage (SO%) dropped from 77% to 73% • PLG approved charter for an ISOP workgroup • OCS – Plan/Eval, Policy and Case Mgt • PA • FOC • MiCSES

7. What is the Support Order Percentage (SO%)? • OCSE-157 - Line 1 is all IV-D cases • Background on working with IV-D cases • What is a IV-D case? • How are IV-D cases created? • How does IV-D case closure work in MiCSES? • What about duplicate cases for the same family? • Who can close a case on MICSES?

8. What is the Support Order Percentage (SO%)? • OCSE-157 - Line 1 is all IV-D cases • OCSE -157 - Line 2 is all IV-D cases with support orders (that count) • IV-D case is open with an open order on SORD, AND • Medical/Insurance ordered on SORD/MORP, or • Zero support indicator checked on SORD, or • IV-D debt types charging or arrears • SO% = line 2 cases/line 1 cases • 73.95% in FY 13 = 754,310 IV-D cases w/orders 1,019,988 IV-D cases

9. ISOP – What do We Need to Do? • To improve SO%, we must: • Improve numerator – or obtain and enter orders quicker in the FY (9/30/2014) and/or code cases correctly to count • Decrease denominator – close cases in FY To get back to 77%, we’ll need about 60K closures of cases w/out orders • This effort will work to decrease the denominator by: • Automatic case closures and • Manual case closures

10. ISOP – What do We Need to Do? Automatic case closures • 53K inactive cases in MiCSES • JADs identified criteria for a new ACIC batch to start in MiCSES Release 8.8 (scheduled for June 2014) • Cases must close by FY 14 end • These cases are listed separately in the quarterly FR-002 Report sent to the counties • NO manual work is needed for these cases

11. ISOP – What Do We Need to Do? Manual case closures • FR-002 report shows IV-D cases without orders • ISOP Workgroup reviewed cases and provided instructions on how to run/sort/work report • IV-D Memo 2013-012 with 3 Attachments • How to generate the FR-002 • ISOP Desk Aid on How to Sort and Work Cases • County SO% - FY 13 End • ISOP webinars and other outreach • FOC User Group • PAAM • OCS

12. ISOP – What Do We Need to Do? • Many other case closure customer information guides and quick reference guides are available on mi-support • See Case Closure in the Program Library Index for this material • Other types of Case Closure resources are currently being assessed by the training team • Work other reports – CELT, FPRO, Ad Hoc, Etc.

13. FR-002 Report • Business Objects>CSES Reports>New Federal Reports>FR-002 • FR-002 Report – Cases without Court Orders (10/13) 73,797 56,782 157,656 Total 288,235 EST cases ENF cases SS cases

14. Quarterly Sorted FR-002 Report • Run quarterly in FY 14 • Sent to each county confidential email address • Password sent in separate email • Sorted into specific categories • Excel format- training available on mi-support • May be run manually

15. Quarterly Sorted FR-002 Report – Let’s View One! First Step: The FR-002 Report • There are 11 tabs in the spreadsheet • Work the easiest cases first–skip hard cases until last • Not all cases can be closed– some are current cases that are being worked • There are 50 columns in each tab Some of the main columns include: • IV-D Case Status • Docket • Car Status • Most Recent Activity • Open Activity Preventing Closure

16. Quarterly Sorted FR-002 Report Categories on Spreadsheet (Tabs) • Pending closure cases > 60 days – IV-D Case Status = M (may also be on CELT) • Open cases trying to close but have open activities not allowing it to set to M (may also be on CELT) • Cases with all emancipated children – over 18 or over 19.5 • Duplicate cases – CP first and last name same or federal ID number is same • Unknown NCP Cases – cases where NCP first or last name is unknown

17. Quarterly Sorted FR-002 Report Categories on Spreadsheet (Tabs) • Case with a docket ID – code as non-IV-D, a support order or close • Cases with a CAR date > 3 years • Intergovernmental cases • Cases open > 3 years • All Cases on FR-002 (for reference) • Cases slated for auto ACIC closures

18. Manually Generating the FR-002 Report • A manually generated FR-002 will need to be sorted by the county requester • It will contain some closed cases rolled up with an open case or closed when the report ran • It is a point in time report • Not all cases on the FR-002 report can be closed • Tab 11 – Inactive Cases will be automatically closed

19. Excel Help mi-support > Training > Materials > Office 2010 Training > Microsoft Excel > Excel 2010 – Introduction

20. ISOP Job Aid Review Let’s review the ISOP Job Aid…

21. Tips for Closing Cases • Intergovernmental Issues • Open Locate Activities or Other Open Activities • No Case Closure Letters Required • Specific functional areas may not use all screens

22. Tips for Closing Cases Intergovernmental Case Issues • An open inbound CSENet transaction (INBDTRNS) activity may prevent closure • Resolve open INBDTRNS minor activity records on ICOR

24. Tips for Closing Cases Open Locate Activities • LOCDW – Locate DW (Data Warehouse) • LOCPLN – Locate PLS (Parent Locator Service)

27. Download Checkboxes

28. Tips for Closing Cases Other Open Activities Preventing Closures • Close open activities on: • AHIS/EHIS for locate (see previous screens) • CPRO • LPRO • ENFP • Refer to the Customer Information Guides on Case Closure, Case Closure Cleanup Instructions and Working CELT located on mi-support for more info on handling other open activities

29. Tips for Closing Cases No Case Closure Letters Required • When it is not required to send the automatic Case Closure letter because no accurate address exists: • End-date all addresses to prevent the letter from generating. • Ensure that the members are not active on any additional cases before end-dating any addresses. • Only use this option under special circumstances. • Document the reason on the NOTE screen.

30. Tips for Closing Cases Specific areas don’t use all screens All: SS: PA: FOC: • CLST, CASE, CASD, CELT, NOTE CPRO LPRO ENFP

31. Monitor Progress FR-004 Report • Business Objects>CSES Reports>New Federal Reports>FR-004 • Used for future county incentives • Can be manually generated • Shows all performance factors by county • Raw MiCSES cases and not rolled-up cases • Each quarter OCS will run FR-004 and attach county SO% with email and FR-002 report showing cases to work

32. Next Steps • Monitoring progress • Outreach to various groups (FOC, PAAM, OCS) • Other resources • CIGs on Case Closure and Working CELT • Future training resources • OCS Training Assessment on case closure • Excel training at PAAM • Other ticket fixes? • Other ideas to improve SO%?

33. Questions?