january 2014 please call: 1-877-336-1828 passcode: 7400455 please do not have adobe call your phone....

33
Improve Support Order Percentage (ISOP) January 2014 Please call: 1-877-336-1828 Passcode: 7400455 Please do not have Adobe call your phone. 1

Upload: brady-hylton

Post on 29-Mar-2015

226 views

Category:

Documents


4 download

TRANSCRIPT

Page 1: January 2014 Please call: 1-877-336-1828 Passcode: 7400455 Please do not have Adobe call your phone. 1

1

Improve Support Order Percentage

(ISOP) January 2014

Please call: 1-877-336-1828Passcode: 7400455

Please do not have Adobe call your phone.

Page 2: January 2014 Please call: 1-877-336-1828 Passcode: 7400455 Please do not have Adobe call your phone. 1

2

Please mute your phone◦ Press *6, or◦ Press the Mute on your telephone

Hold questions until the end

Call Guidelines & Documents

Page 3: January 2014 Please call: 1-877-336-1828 Passcode: 7400455 Please do not have Adobe call your phone. 1

3

All documents are available for download within Adobe on the right side of the screen:

1. ISOP PPT2. ISOP Memo 2013-0123. ISOP Report FY 2013 4. Generate FR-002 Report 5. FR-002 Report Sample6. ISOP Job Aid

ISOP Webinar Documents

Page 4: January 2014 Please call: 1-877-336-1828 Passcode: 7400455 Please do not have Adobe call your phone. 1

4

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

Webinar Agenda

Page 5: January 2014 Please call: 1-877-336-1828 Passcode: 7400455 Please do not have Adobe call your phone. 1

5

FR-002 Report

ISOP Desk Aid Review

Tips for Closing Cases

Monitoring Progress

Next Steps

Webinar Agenda – cont.

Page 6: January 2014 Please call: 1-877-336-1828 Passcode: 7400455 Please do not have Adobe call your phone. 1

6

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

Overview: ISOP in FY 2014

Page 7: January 2014 Please call: 1-877-336-1828 Passcode: 7400455 Please do not have Adobe call your phone. 1

7

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?◦

What is the Support Order Percentage (SO%)?

Page 8: January 2014 Please call: 1-877-336-1828 Passcode: 7400455 Please do not have Adobe call your phone. 1

8

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

What is the Support Order Percentage (SO%)?

1,019,988 IV-D cases

Page 9: January 2014 Please call: 1-877-336-1828 Passcode: 7400455 Please do not have Adobe call your phone. 1

9

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

ISOP – What do We Need to Do?

Page 10: January 2014 Please call: 1-877-336-1828 Passcode: 7400455 Please do not have Adobe call your phone. 1

10

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

ISOP – What do We Need to Do?

Page 11: January 2014 Please call: 1-877-336-1828 Passcode: 7400455 Please do not have Adobe call your phone. 1

11

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

ISOP – What Do We Need to Do?

Page 12: January 2014 Please call: 1-877-336-1828 Passcode: 7400455 Please do not have Adobe call your phone. 1

12

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.

ISOP – What Do We Need to Do?

Page 13: January 2014 Please call: 1-877-336-1828 Passcode: 7400455 Please do not have Adobe call your phone. 1

13

Business Objects>CSES Reports>New Federal Reports>FR-002

FR-002 Report – Cases without Court Orders (10/13)

FR-002 Report

73,79756,782

157,656

Total 288,235

EST casesENF casesSS cases

Page 14: January 2014 Please call: 1-877-336-1828 Passcode: 7400455 Please do not have Adobe call your phone. 1

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

Page 15: January 2014 Please call: 1-877-336-1828 Passcode: 7400455 Please do not have Adobe call your phone. 1

15

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

Quarterly Sorted FR-002 Report – Let’s View One!

Page 16: January 2014 Please call: 1-877-336-1828 Passcode: 7400455 Please do not have Adobe call your phone. 1

16

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

Quarterly Sorted FR-002 Report

Page 17: January 2014 Please call: 1-877-336-1828 Passcode: 7400455 Please do not have Adobe call your phone. 1

17

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

Quarterly Sorted FR-002 Report

Page 18: January 2014 Please call: 1-877-336-1828 Passcode: 7400455 Please do not have Adobe call your phone. 1

18

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

Manually Generating the FR-002 Report

Page 19: January 2014 Please call: 1-877-336-1828 Passcode: 7400455 Please do not have Adobe call your phone. 1

19

Excel Helpmi-support > Training > Materials > Office 2010 Training > Microsoft Excel > Excel 2010 – Introduction

Page 20: January 2014 Please call: 1-877-336-1828 Passcode: 7400455 Please do not have Adobe call your phone. 1

20

Let’s review the ISOP Job Aid…

ISOP Job Aid Review

Page 21: January 2014 Please call: 1-877-336-1828 Passcode: 7400455 Please do not have Adobe call your phone. 1

21

Intergovernmental Issues

Open Locate Activities or Other Open Activities

No Case Closure Letters Required

Specific functional areas may not use all screens

Tips for Closing Cases

Page 22: January 2014 Please call: 1-877-336-1828 Passcode: 7400455 Please do not have Adobe call your phone. 1

22

Intergovernmental Case Issues

An open inbound CSENet transaction (INBDTRNS) activity may prevent closure

Resolve open INBDTRNS minor activity records on ICOR

Tips for Closing Cases

Page 23: January 2014 Please call: 1-877-336-1828 Passcode: 7400455 Please do not have Adobe call your phone. 1

23

Page 24: January 2014 Please call: 1-877-336-1828 Passcode: 7400455 Please do not have Adobe call your phone. 1

24

Open Locate Activities

◦ LOCDW – Locate DW (Data Warehouse)

◦ LOCPLN – Locate PLS (Parent Locator Service)

Tips for Closing Cases

Page 25: January 2014 Please call: 1-877-336-1828 Passcode: 7400455 Please do not have Adobe call your phone. 1

25

Page 26: January 2014 Please call: 1-877-336-1828 Passcode: 7400455 Please do not have Adobe call your phone. 1
Page 27: January 2014 Please call: 1-877-336-1828 Passcode: 7400455 Please do not have Adobe call your phone. 1

27

Download Checkboxes

Page 28: January 2014 Please call: 1-877-336-1828 Passcode: 7400455 Please do not have Adobe call your phone. 1

28

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

Tips for Closing Cases

Page 29: January 2014 Please call: 1-877-336-1828 Passcode: 7400455 Please do not have Adobe call your phone. 1

29

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.

Tips for Closing Cases

Page 30: January 2014 Please call: 1-877-336-1828 Passcode: 7400455 Please do not have Adobe call your phone. 1

30

Specific areas don’t use all screens

All:SS:PA:FOC:

Tips for Closing Cases

CLST, CASE, CASD, CELT, NOTECPROLPROENFP

Page 31: January 2014 Please call: 1-877-336-1828 Passcode: 7400455 Please do not have Adobe call your phone. 1

31

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

Monitor Progress

Page 32: January 2014 Please call: 1-877-336-1828 Passcode: 7400455 Please do not have Adobe call your phone. 1

32

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%?

Next Steps

Page 33: January 2014 Please call: 1-877-336-1828 Passcode: 7400455 Please do not have Adobe call your phone. 1

33

Questions?