MAKING THE MOST OF IT!

2012 ANNUAL DRAP TRAINING CONFERENCE

Case Management

Presented by:

Terry Shipman, Dauphin CountyJulia Parker Greenwood, Lehigh CountyChristine McKelvey-Medved, Allegheny

CountyKelly Carothers, Adams CountyMichael Schonzeit, Philadelphia CountyAdam Fencil, Butler County

Moderator – Bruce Martin, Lancaster County

What is Case Management?

A method of planning, coordinating, monitoring and evaluating a mix of services to meet client needs

An approach which arranges services based on individual case assessments and monitoring activities in the context of program requirements and time limits

A collaborative process of assessment, planning, and facilitating services to meet a client’s holistic needs and promote quality and cost effective outcomes

Individualized service delivery based on a comprehensive assessment which is used to develop a case plan

A method for managing the delivery of multiple services to target populations

3 Most Common Case Management Models

Integrated case management

Team-based case management approach

Intensive case management

Panelist Presentations

Issues/business concerns which resulted in the adoption of a case management model

Type of case management model used and how it has been adapted to fit in with organizational structure

Successes and challenges

Lessons learned / adaptations made

TERRY SHIPMAN

Dauphin County Domestic Relations

JULIA PARKER GREENWOOD

Lehigh County Domestic Relations

Circumstances that led to the conversion to Case Management

In 2009: Poor performance indicatorsImbalance of job duties/Inequitable caseloadsState audit findings, notice of suspension of

all IV-D funding Court directiveMeasure outlined in the extensive Corrective

Action Plan

Case Management Implementation Plan

To be completed by January 2010 (6 month time frame)

Was one piece of a larger Action Plan Started as a plan for officers to do both

establishment and enforcement duties Later in 2010, Teams were created to include

clerical staff

Training Plan

Partnership of officers to train each other –observation, shadowing, evaluation

Consultation with PACSETI team – divided into project phases, created timeline, checklists

Local PACSETI classroom trainingPractice training exercises, Assessment testsComputer-based PACSETI trainingChild Support Manual, PACSES TV clips

Implementation Results

Full implementation completed in March 2010 (3 months after deadline)

Officer conference schedules reduced, stopped along the way, resulting in several months backlog

Stressful transition for staffIncreased performance measures- effect

from Case Management alone unknown

Combined Teams – Establishment & Enforcement

3 Local Teams1 Supervisor1 Officer II5 Officer I’s2 Clerical Support1 Secretarial Support

1 Interstate Team1 Supervisor3 Officer II’s3 Clerical Support

1 part-time Clerical

Job Duties

• Supervisors – handle enforcement remedy contests, supervise officers

• Officer II’s - caseload plus court officer (bench warrant hearings/contempt court)

• Officer I’s – alphabetical caseloads, establishment and enforcement duties

• Clerical Specialists – assist officers with all duties

• Secretarial Support – process all paperwork

Pros and Cons of New System

PROS

In-depth knowledge of cases

More knowledgeable staff

Same officer who enters order is responsible for enforcing it

Continuity for clients

CONS

Information overload

Maintaining consistency among teams

Cannot utilize employees based on their strengths

QUESTIONS?

CHRISTINE MCKELVEY-

MEDVED

Allegheny County Family Division

ENFORCEMENTESTABLISHMENT

BEFORE CASE MANAGEMENT

SEPARATE:FINANCIAL

GROUPCLIENT SERVICE

GROUPBENCH WARRANT

UNIT

DOCKET MANAGEMENT &

REPORT WORK FROM PIM

TEAM

CASELOAD

APPROACH

INTER-GOVERNMENTAL

CENTRAL OFFICE

DOCKET MANAGEMENT & REPORT WORK APPEARS ON PRODUCTION

PROGRAM

TEAM CASELOAD APPROACH

REGIONAL STAND-ALONE

OFFICE

6 -7 CONFERENCE OFFICERS

EMPLOYMENT SPECIALIST

DOCKET MANAGEMENT & REPORT WORK

APPEARS ON PRODUCTION PROGRAM

BANK TELLER STYLE HEARING OFFICE

SUPPORT

USES

LIMITED

CENTRAL

OFFICE

RESOURCES

SOUTH HILLSOFFICE

RESTRUCTURED CASE MANAGEMENT FORMAT

T H E F U T U R E

TRAINING

MORE REGIONAL OFFICES

KELLY CAROTHERS

Adams County Domestic Relations

Getting there…

2007 creation of middle management2009 new physical location of the departmentRestructure of the caseload to a team based

approach with each team handling specific letters

Teams traveled to various Counties to observe current practices and debrief at monthly team meetings on what was learned

Evaluated past procedures as a team and identified areas for the department to improve with emphasis on providing dignified, respectful, efficient service

Current Structure

5 teams consisting of 1 EO & 1 CO 3 three intake/interstate Officers3 client service 2 Supervisors1 Director1 Assistant Director

Benefits derived…

Maintain continuity of the case with a designated team (cradle to grave concept)

Provide opportunities to cross educate in various positions that will enhance general knowledge in various subsections of the department for increased efficiency

Teams utilize PIM to enforce caseload and submit claims to unclaimed property. Adams County has collected $24,000.00 and currently on the third round of submission

Benefits continued…

Allows for our meet-n-greet process to be conducted at the establishment level. This provides the client with an explanation of what is required and contact information of the Enforcement Officer.

Parties can now identify a name with a face – more personal approach that provides with client services

Allows for the team to be creative and effectively manage caseload

Increases first time payments!!!!

QUESTIONS?

MICHAEL SCHONZEIT

Philadelphia Domestic Relations Branch

INTEGRATION & SPECIALIZATIONPhiladelphia incorporates both Integration and Specialization

within the DRS as a wholewithin various units of the DRS

FACTORS / PROS & CONS:CaseloadExpertiseTrainingAccountabilityClient / Attorney RelationsWorkplace ConfigurationPerformance Measures

INTEGRATION / SPECIALIZATION SPECTRUM

Intergovernmental Unit Tactical Enforcement Unit

Support Compliance Unit

Support Establishment Unit

Bench Warrant UnitClerk of the CourtCustomer Service CenterData Management UnitFinancial Services Department- Accounting Unit- Charge UnitGenetic TestingIntake UnitNetworking for Jobs ProgramParent Locate Unit (PLS)Prison Liaison643 Filing Unit

Fully Integrated Specialized

ESTABLISHMENT AND MODIFICATION

JUDGES• exceptions hearings in

local and intercounty cases (3rd of 3 tiers)

• de novo hearings in military, interstate and

int’l/tribal cases

INTERGOVERNMENTALUNIT

• establishment and modification conferences in all intercounty, interstate and int’l/tribal cases• scheduling of support master

hearings in intercounty cases and judge hearings in all other cases

CLERK OF COURT• pre-prepared (pro se and attorney-filed) complaints,

modification petitions, hearing demands, exceptions, etc.

• scheduling of conferences & hearings

INTAKE UNIT• worker-prepared complaints

and modification petitions in all cases

• scheduling of conferences• IFSA and UIFSA filings to other

courts in assist & non-assist cases

643 FILING UNIT• worker-prepared complaints in

local assistance cases only• scheduling of establishment

conferences if deft resides in PA and Intake conferences if deft

resides out-of-state

SUPPORT ESTABLISHMENT

UNIT• establishment

conferences in all local cases

• scheduling of support master

hearings

SUPPORT COMPLIANCE

UNIT• modification

conferences in local MSO < $1,000 cases

• scheduling of support master

hearings

TACTICAL ENFORCEMENT

UNIT• modification

conferences in local MSO ≥ $1,000 cases

• scheduling of support master

hearings

SUPPORT MASTERS UNIT• de novo record hearings in local and intercounty cases (2nd of 3

tiers)

OTHER UNITS WITH SIGNIFICANT ROLES• DISTRICT ATTORNEY’S OFFICE: military cases; hearings before support masters and judges• FINANCIAL SERVICES DEPARTMENT: order processing• NETWORKING FOR JOBS: referrals from judges and other units• PARENT LOCATE UNIT (PLS): referrals from judges and other units; scheduling of conferences & hearings• TRIAL COMMISSIONERS: scheduling of conferences & hearings

ENFORCEMENT

JUDGES• contempt

hearings • FIDM/TSP

hearings• NDO hearings

ENFORCEMENT

INTERGOVERNMENTALUNIT

• all intercounty cases• all interstate cases

• all international/tribal cases

TACTICAL ENFORCEMENT UNIT

• local MSO ≥ $1,000 cases • local arrears-only cases

• all automated/specialized remedies (license suspension, passport denial, credit bureau

reporting, FIDM/TSP, etc.)

SUPPORT COMPLIANCE UNIT

• local MSO < $1,000 cases

NETWORKING FOR JOBS

PROGRAM• referrals from

judges and other units

DISTRICT ATTORNEY’S OFFICE• scheduling and conduct of contempt hearings

• CSLN and other Non-Distribution Orders (NDOs)

PARENT LOCATE UNIT (PLS)• referrals from judges and other

units• scheduling of enforcement

conferences & contempt hearings

CUSTOMER SERVICE CENTER• referrals to/scheduling of enforcement conferences in

primary enforcement units in response to plaintiff contact

TRIAL COMMISSIONERS• referrals to Networking for Jobs

• scheduling of enforcement conferences & contempt hearings

CLERK OF COURT • scheduling of contempt hearings (on pro se and

attorney-filed contempt petitions)

ADAM FENCIL

Butler County Dometic Relations

Introduction…

Using current case management system for approximately 20 years.

The current system affects three units: Intake Enforcement Intergovernmental

Within these units, case managers and clerks have general responsibilities. In some instances, there are workers who have specific responsibilities, which are in addition to their general responsibilities.

Intake Case Manager

Confirms that any support and modification order that leaves the office is accurate and correct

Prepares and addresses all Superior Court appeals.

Intergovernmental Case Managers

Caseload divided into three groups based on the first letter of the defendant’s last name

Handle all aspects of their case such as:schedulingfilingconducting client interviewsprocessing transmittals.

One of these workers enforces all of Butler County’s “Responding” cases.

Enforcement Case Managers

Caseload divided into six groups based on the first letter of the defendant’s last name. Case managers strictly “enforce” the case.

Any scheduling, filing, or mailing is done by the enforcement unit’s clerks.

All of the case managers are required to know the various enforcement remedies - administrative or judicial

Some case managers have a “specialty,” where they are the point of contact for most/all of the issues regarding the specific assignment.

QUESTIONS?