child support specialist certification job profile report pdf...

Child Support Specialist Certification Job Profile Report

Child Support Specialist Certification Program Advisory Council

Report Prepared by

Betty Harris University of Oklahoma

E-TEAM

June, 2003

Child Support Specialist Certification Job Profile Summary 1

June, 2003

Executive Summary

The Child Support Certification Advisory Committee contracted with the University of Oklahoma E-TEAM to develop a job profile for child support specialists for use in developing the certification program. Focus groups and work groups were used to identify tasks performed and the knowledge and skills needed for doing child support enforcement within six job areas: case initiation, locate, establishment, finance, enforcement and interstate. Generalists who perform tasks in more than one job area were also included in the process. A researcher from the OU E-ETEAM shadowed child support specialists in each job area and observed the tasks performed. Child support specialists also completed an online survey developed from the identified knowledge, skills and tasks for each job area. Child support specialists rated each area of knowledge and skills (38 items) or task (66 items) on how important they think it is for their identified job area. Child support specialists also indicated what percent of their time is usually spent on each task. One hundred and sixty online surveys were completed from 31 child support district offices. Survey respondents reported having worked an average of 5 years in child support enforcement and 3.9 years in the job area they rated. Thirty-five percent reported working in child support enforcement for five or more years. Twenty-five percent reported working in the job area they rated for five or more years. Sixty percent of respondents report having completed a college degree (See Table 2, Page 13). This report provides a summary of the similarities in ratings of knowledge, skills and tasks across the identified job areas as well as a summary of the findings for each job area that includes the job profile developed from the work groups; the importance ratings of areas of knowledge, skills and tasks for each job area and the percent of time usually spent on each task; and narrative summarizing the job shadowing visits. Thirty-six percent of tasks were rated as very important by more than one of the job areas, however, there was variation in importance ratings of the tasks across job areas:

• Only one out of the 66 tasks (record information in case log) was rated as very important by all seven job areas.

• Thirty percent of tasks were rated as very important by only one of the seven job areas. o Four tasks were rated as very important only by case initiation: § Build case in OSIS and create physical file. § Check OSIS and PS2 for existing case for any party on the application. § Check OSIS for child welfare case custody of children. § Determine if all IV-A, IV-E, non-IV-E, OJA, Disability cases have been cross-referenced.

o Two tasks were rated as very important only by establishment: § Prepare and file legal pleadings to establish support with court. § Prepare and file legal pleadings to establish paternity with court.

o Seven tasks were rated as very important only by finance: § Enter data on OSIS to build and update obligation.

Years Worked in Child Support

11+ Yrs13%

< 1 Yr14%

1-2 Yrs27%

3-4 Yrs24%

5-6 Yrs9%

7-10 Yrs13%


June, 2003

§ Update OSIS with information regarding Return Warrants/Cancelled by Statute. § Calculate interest. § Calculate Un-reimbursed Assistance. § Enter adjustments. § Submit State Office requests for adjustments: bad debt, erroneous overpayment,

transferred payments, or detainment of direct payments by CP. § Manually review Undistributed Payments..

o Seven tasks were rated as very important only by enforcement: § Implement Income Assignment enforcement action. § Implement Contempt enforceme nt action. § Prepare and file legal pleadings to modify order with court. § Implement Worker's Compensation enforcement action. § Implement Unemployment Benefits enforcement action. § Implement License Revocation enforcement action. § Implement Annual Notice enforcement action..

o Four tasks were rated as very important only by interstate: § Implement Uniform Interstate Family Support Act enforcement action. § Implement Registration of Foreign Support Order enforcement action with the appropriate

tribunal. § Prepare and send Outgoing Interstate referral packet to other state central registry. § Notify referring state and parties regarding case status and provide copies of pleadings and

notices. There was much more overlap in importance ratings of the 28 areas of knowledge and skills. Approximately one fourth of the knowledge/skills were rated as very important by all job areas: § Professional Behavior

o Understanding and abiding by the expectations for professional behavior, to include understanding that CSS cannot give legal advice but can provide information on process; maintaining confidentiality.

§ Analytical Skills: o Attention to detail, accuracy, meticulous, thoroughness. o Able to compile and evaluate relevant information from various sources, make connections

between information, and determine appropriate actions. § Child Support Specific

o Understanding the overall Child Support Enforcement process. § Communication/Interpersonal Skills

o Able to communicate with and interview parties and state entities to obtain information and desired results. Able to keep conversations focused, maintain control of the situation, and redirect focus when needed.

§ Computer Skills o Proficient at entering data into OSIS.

§ Organization Skills o Organizational Skills (a system of organizing and prioritizing tasks) and time management. o Able to manage high volume case-load.

§ Personal Attributes o Able to work well in stressful situations and not take your work home with you. o Confidence in ability to do your job.


June, 2003

Approximately half of the areas of knowledge and skills were rated as very important by more than one job area. Seven knowledge/skills were rated as very important by only one of seven job areas: § Locate

o Creativity, thinking outside the box. o Critical and analytical thinking. Enjoys solving puzzles.

§ Establishment o Knowledge of how many copies of which documents need to be in the case file and where they

should be located in the file. o Knowledge of paternity presumptions and when genetic testing can be done.

§ Finance o Can use formulas in MS Excel to calculate arrears, interest, etc.

§ Interstate o Knowledge of which documents and forms are required for Interstate referrals. o Proficient at using Microsoft Word.

The following tables and graphs summarize the tasks rated as most important and most time consuming by staff rating each job area. Included are the tasks that were either rated as very important (Mean rating 3 or higher) or which on average take two percent or more of the worker’s time. The complete list of tasks can be found in the appendices for each job area. In the following tables, tied ranks are an average of the ranks for items with the same average rating. In the following graphs the rating scale for the importance ratings is different than the time spent scale. For each task, importance ratings could only range between zero (Not Important) and four (Extremely Important), whereas time spent on each task could range from zero to 100%. Differences in the relative height of the bars for time spent and importance ratings reflect this difference in scaling. For each job area, the tasks are sorted in descending order by the average importance rating.


June, 2003

Task Ran

k Import-ance R

ank % of

Time

Build case in OSIS and create physical file. 1 4.00 1 24.69

Check OSIS and PS2 for existing case for any party on the application.

2 3.77 5 3.54

Determine Case Status (IV-D status). 3 3.62 12.5 1.92

Check OSIS for child welfare case custody of children. 4 3.54 6 3.31

Record information in case log. 5.5 3.23 2 6.31

Check court docket for orders on the case. 5.5 3.23 4 3.77

Determine if all IV-A, IV-E, non-IV-E, OJA, Disability cases have been cross referenced.

7 3.15 9 2.08

Acquire and update address and current employment information for NCP using manual locate process.

8.5 3.08 3 5.15

Verify accuracy of absent parent (NCP) legal status for all children.

8.5 3.08 10.5 2.00

Request copies of orders if needed. 10 3.00 14 1.69

Review case to determine if paternity or support establishment is needed.

12 2.69 8 2.15

Generate correspondence to parties. 13 2.62 10.5 2.00

Obtain service on NCP. 21 1.00 7 2.69

0 10 20 30

Importance% of Time

Case Initiation Thirteen tasks were rated as very important or as consuming 2% or more of case initiation specialists’ time. Case initiation specialists reported they spend almost one quarter of their time building cases in OSIS and building physical files. They also rated this task as the most important of the tasks rated. Ten tasks were rated on average as very important by case initiation specialists. Three tasks with lower importance ratings were rated as consuming 2% or more of case initiation specialists’ time.


June, 2003

Locate Only seven tasks were rated as very important or as consuming 2% or more of locate specialists’ time. Locate specialists indicated they spend about one third of their time doing manual locate tasks. They also rated manual locate as their most important task. Only two tasks were rated on average as very important (mean importance rating of 3 or higher) manual locate and record information in case log. Five tasks rated on average as somewhat or moderately important were rated as taking on average 2% or more of locate specialists’ time.

Task Ran

k Import-ance R

ank % of

TimeAcquire and update address and current employment information for NCP using manual locate process. 1 3.67 1 32.78

Record information in case log. 2 3.33 2 6.67

Generate correspondence to parties. 5.5 2.56 6 2.22



14 1.67 3 5.00

Obtain service on NCP. 16.5 1.56 4.5 4.00

Build case in OSIS and create physical file. 25.5 1.11 4.5 4.00

0 10 20 30 40

Importance% of Time


June, 2003

Establishment Seventeen tasks were rated as very important or as consuming 2% or more of establishment specialists’ time. Establishment specialists indicated they spend about 17% of their time preparing and filing legal pleadings to establish paternity and support. They also rated these two tasks as their most important tasks. Three tasks rated on average as moderately important were rated as taking on average 2% or more of establishment specialists’ time.

Task

Ran

k Import-ance R

ank %

TimePrepare and file legal pleadings to establish support with court.

1 3.82 1 8.46

Prepare and file legal pleadings to establish paternity with court. 2 3.79 2 8.25


3 3.71 10 3.71



Determine next appropriate action with case. 6.5 3.39 14 2.29

Communicating verbally with parties. 6.5 3.39 6 4.93

Calculate current support according to current Oklahoma guidelines. 8 3.36 5 5.79

Generate correspondence to parties. 9 3.25 11 3.61


Calculate prior support due. 10.5 3.14 7 4.68

Close case if criteria are met for case closure. 12 3.11 12 2.61

Determine if Oklahoma has jurisdiction for a case or can assert jurisdiction for an Interstate case.

13.5 3.00 26 1.14

Verify accuracy of absent parent (NCP) legal status for all children. 13.5 3.00 24 1.29

Hold settlement conference. 15 2.93 8 4.46

Acquire and update address and current employment information for NCP using manual locate process. 16 2.86 9 3.82


18 2.79 13 2.36

0 5 10

Importance% of Time


June, 2003

Finance Fourteen tasks were rated as very important or as consuming 2% or more of finance specialists’ time. Finance specialists indicated they spend about 11% of their time building obligations in OSIS, a little over 8% of their time preparing arrearage computations and almost 8% of their time entering adjustments. They rated “entering adjustments” as their most important task followed by building obligations and reading orders. Only one task rated on average as moderately important was rated as taking on average 2% or more of finance specialists’ time.

Task Ran

k Import-ance R

ank % of

Time

Enter adjustments. 1 3.77 3 7.88

Enter data on OSIS to build and update obligation. 2.5 3.69 1 10.96

Read Order(s) to determine the amount, duration, and payer of support obligation. 2.5 3.69 10 3.73

Prepare and update arrearage computations/record of payments. 4 3.65 2 8.31

Complete Balance Accountability. 6 3.54 4 6.00

Identify and update OSIS information on factors that affect distribution of money. 6 3.54 9 4.15


Calculate Unreimbursed Assistance. 8.5 3.46 7.5 4.19

Manually review Undistributed Payments. 8.5 3.46 7.5 4.19

Calculate interest. 10 3.42 5 5.31

Knows what information is needed in the case file for finance. 11 3.38 15 1.54

Submit State Office requests for adjustments 12 3.27 11 2.96

Calculate prior support due. 13 3.15 6 4.77


0 5 10 15

Importance% of Time


June, 2003

Enforcement Tasks Other than Enforcement Actions Fifteen tasks were rated as very important or as consuming 2% or more of enforcement specialists’ time. Enforcement specialists indicated they spend about 6% of their time doing manual locate, nearly 5% communicating verbally with parties, and 4.5% of their time determining the next appropriate action with case. They rated recording information in case log as their most important task followed by obtaining service on NCP, and reading orders. Three tasks rated on average as moderately important were rated as taking on average 2% or more of enforcement specialists’ time.

Enforcement Actions The enforcement actions rated as most important were income assignment, contempt, and unemployment benefits (See next page). The most time-consuming enforcement actions were income assignment, contempt, and annual notice (See next page).

0 2 4 6 8

Importance% of Time

Task

Ran

k Import-ance R

ank %

Time



Read Order(s) to determine the amount, duration, and payer of support obligation.

3 3.44 8 3.13

Determine next appropriate action with case. 4 3.34 3 4.51



6 3.20 1 6.38


Request copies of orders if needed. 7.5 3.18 20.5 0.95

Determine which order is the controlling order and determine who has CEJ.

9 3.16 16 1.49

Prepare and file legal pleadings to modify order with court. 10 3.15 7 3.18


Knows what information is needed in the case file for finance.

12 3.05 19 1.15





June, 2003

Task Ran

k Import-ance R

ank %

Time

Implement Income Assignment enforcement action. 1 3.72 1 4.43

Implement Contempt enforcement action. 2.5 3.16 2 4.10

Implement Unemployment Benefits enforcement action. 2.5 3.16 7 1.30

Implement License Revocation enforcement action. 4.5 3.15 4 3.08

Implement Worker's Compensation enforcement action. 4.5 3.15 6 1.48

Implement Annual Notice enforcement action. 6 3.05 3 3.38

Implement Liens against real property (Statement of Judgment) enforcement action.

7 2.90 8 1.26

Implement Uniform Interstate Family Support Act enforcement action.

8 2.84 11 0.92

Implement Garnishment enforcement action. 9 2.82 13.5 0.51

Implement FIDM enforcement action. 10 2.80 5 1.67

Implement Registration of Foreign Support Order enforcement action with the appropriate tribunal.

11.5 2.75 10 1.13

Implement State Tax Offset enforcement action. 11.5 2.75 15 0.48

Implement Interstate Administrative Enforcement action.

13 2.74 9 1.15

Implement Federal Offset enforcement action. 14 2.44 16 0.44

Implement Bankruptcy Payments enforcement action. 15 2.34 13.5 0.51

Implement Certificate of Title or License of Registration enforcement action.

16 2.21 12 0.64

Implement Retirement Payments enforcement action. 17 2.10 20.5 0.25

Implement Credit Bureau enforcement action. 18 2.05 20.5 0.25

Implement Federal Felony enforcement action. 19 2.02 19 0.26

Implement Passport enforcement action. 20 1.98 23 0.18

Implement State Felony enforcement action. 21 1.97 22 0.20

Implement Probate enforcement action. 22 1.95 24.5 0.16

Implement State Misdemeanor (Omitting to Provide) enforcement action.

23 1.89 18 0.28

Implement Appearance Bonds enforcement action. 24 1.85 17 0.41

Implement State Felony – Interstate Flight enforcement action.

25 1.84 26 0.13

Implement Seek Work Order enforcement action. 26.5 1.79 24.5 0.16

Implement Federal Misdemeanor enforcement action. 26.5 1.79 28 0.08

Implement Till Tap (Execution and Levy) enforcement action.

28 1.69 27 0.10

0 2 4 6

Importance% of Time


June, 2003

Interstate Seventeen tasks were rated as very important or as consuming 2% or more of interstate specialists’ time. Interstate specialists indicated they spend about 10% of their time communicating with parties, 8.6% of their time recording information in the case log and almost 8% of their time determining the next appropriate action on case. They rated recording information in case log as their most important task followed by determining which order is the controlling order and determining who has CEJ, followed by reading order(s) to determine the amount, duration, and payor of support obligation. No tasks rated as less than very important consumed more than 2% of interstate specialists’ time.

0 5 10 15

Importance% of Time

Task

Ran

k Import-ance R

ank %

Time



1.5 3.44 9 2.78

Determine if Oklahoma has jurisdiction for a case or can assert jurisdiction for an Interstate case. 3.5 3.33 8 3.11


3.5 3.33 11.5 2.22


Prepare and update arrearage computations/record of payments.

6 3.22 4 5.11


Communicating verbally with parties. 10 3.11 1 9.89

Implement Uniform Interstate Family Support Act enforcement action.

10 3.11 6 4.22



10 3.11 16 1.78


10 3.11 21 1.33

Prepare and send Outgoing Interstate referral packet to other state central registry. 15 3.00 5 4.67

Notify referring state and parties regarding case status and provide copies of pleadings and notices.

15 3.00 10 2.67

Close case if criteria are met for case closure. 15 3.00 11.5 2.22



15 3.00 17.5 1.56


June, 2003

Generalist Twenty tasks were rated as very important or as consuming 2% or more of generalists’ time. Generalists indicated they spend about four percent of their time completing balance accountability, almost four percent of their time recording information in the case log and a little over three percent of their time verifying the accuracy of absent parent legal status. They rated recording information in case log as their most important task followed by reading order(s) to determine the amount, duration, and payor of support obligation, followed by determining next appropriate action with case. Fourteen tasks rated on average as moderately important were rated as taking on average 2% or more of generalists’ time. Task

Ran

k Import-ance R

ank %

Time


Read Order(s) to determine the amount, duration, and payer of support obligation. 2 3.29 15.5 2.14



Complete Balance Accountability. 5.5 3.07 1 3.93

Identify and update OSIS information on factors that affect distribution of money. 5.5 3.07 15.5 2.14


9.5 2.93 4 3.36


Calculate current support according to current Oklahoma guidelines.

9.5 2.93 9.5 2.64

Prepare and file legal pleadings to establish support with court.

13.5 2.86 5 3.29



Implement Contempt enforcement action. 20 2.71 12 2.36

Calculate Unreimbursed Assistance. 20 2.71 13.5 2.21



26 2.64 3 3.43

Communicating verbally with parties. 26 2.64 9.5 2.64

Check court docket for orders on the case. 26 2.64 13.5 2.21



32 2.57 20 2.00

0 2 4 6

Importance% of Time


June, 2003

Table of Contents

Executive Summary.......................................................................................................................................1 Methodology ................................................................................................................................................14

Identification of Job Areas.......................................................................................................................14 Job Profile Development..........................................................................................................................14

Focus Groups and Work Groups..........................................................................................................14 Job Shadowing .....................................................................................................................................14

Prioritizing Knowledge, Skills and Tasks ................................................................................................14 Child Support Enforcement Specialist Survey.....................................................................................14

Survey Participants...........................................................................................................................15 Task Importance Ratings Across Job Areas.....................................................................................16 Knowledge and Skills Importance Ratings Across Job Areas .........................................................20

Case Initiation Job Area ...............................................................................................................................22 Case Initiation Job Profile ........................................................................................................................23 CSS Survey: Tasks ...................................................................................................................................24 CSS Survey: Knowledge and Skills.........................................................................................................25 Job Shadowing Summary.........................................................................................................................26

Locate Job Area............................................................................................................................................27 Locate Job Profile ....................................................................................................................................28 CSS Survey: Tasks ...................................................................................................................................28 CSS Survey: Knowledge and Skills.........................................................................................................29 Job Shadowing Summary.........................................................................................................................30

Establishment Job Area ................................................................................................................................31 Establishment Job Profile.........................................................................................................................32 CSS Survey: Tasks ...................................................................................................................................35 CSS Survey: Knowledge and Skills.........................................................................................................37 Job Shadowing Summary.........................................................................................................................38

Finance Job Area..........................................................................................................................................39 Finance Job Profile...................................................................................................................................40 CSS Survey: Tasks ...................................................................................................................................49 CSS Survey: Knowledge and Skills.........................................................................................................50 Job Shadowing Summary.........................................................................................................................51

Enforcement Job Area..................................................................................................................................53 Enforcement Job Profile...........................................................................................................................54 CSS Survey: Tasks ...................................................................................................................................59 CSS Survey: Knowledge and Skills.........................................................................................................63 Job Shadowing Summary.........................................................................................................................64

Interstate Job Area........................................................................................................................................66 Interstate Job Profile ................................................................................................................................67 CSS Survey: Tasks ...................................................................................................................................69 CSS Survey: Knowledge and Skills.........................................................................................................70 Job Shadowing Summary.........................................................................................................................71

Generalist Job Area......................................................................................................................................74 Generalist Job Profile...............................................................................................................................74 CSS Survey: Tasks ...................................................................................................................................74 CSS Survey: Knowledge and Skills.........................................................................................................76 Job Shadowing Summary.........................................................................................................................77


June, 2003

Appendices...................................................................................................................................................79

Appendix A. Child Support Enforcement Specialist Job Areas...............................................................80 Appendix B. Correspondence ..................................................................................................................81

Focus Group and Work Group Nomination E-Mail.............................................................................81 Job Shadowing Nomination E-Mail.....................................................................................................84 Web Survey Initial E-Mail ...................................................................................................................85 Web Survey Reminder E-Mail.............................................................................................................86

Appendix C. Participants .........................................................................................................................87 Focus Group and Work Group Participants .........................................................................................87 Job Shadowing Participants .................................................................................................................89

Appendix D. Job Shadowing Notes Form................................................................................................90 Appendix E. Web Survey.........................................................................................................................91 Appendix F. Number of Child Support Specialists and Survey Responses by CSED Office .................98 Appendix G. Web Survey Major Areas of Study.....................................................................................99 Appendix H. Case Initiation Knowledge, Skills and Task Ratings .......................................................101

Tasks: Mean Importance Ratings and Mean Percent of Time Spent on Each Task ..........................101 Knowledge and Skills: Mean Importance Ratings .............................................................................103

Appendix I. Locate Knowledge, Skills and Task Ratings......................................................................104 Tasks: Mean Importance Ratings and Mean Percent of Time Spent on Each Task ..........................104 Knowledge and Skills: Mean Importance Ratings .............................................................................106

Appendix J. Establishment Knowledge, Skills and Task Ratings..........................................................107 Tasks: Mean Importance Ratings and Mean Percent of Time Spent on Each Task ..........................107 Knowledge and Skills: Mean Importance Ratings .............................................................................109

Appendix K. Finance Knowledge, Skills and Task Ratings ..................................................................110 Tasks: Mean Importance Ratings and Mean Percent of Time Spent on Each Task ..........................110 Knowledge and Skills: Mean Importance Ratings .............................................................................112

Appendix L. Enforcement Knowledge, Skills and Task Ratings...........................................................113 Tasks: Mean Importance Ratings and Mean Percent of Time Spent on Each Task ..........................113 Knowledge and Skills: Mean Importance Ratings .............................................................................115

Appendix M. Interstate Knowledge, Skills and Task Ratings ...............................................................116 Tasks: Mean Importance Ratings and Mean Percent of Time Spent on Each Task ..........................116 Knowledge and Skills: Mean Importance Ratings .............................................................................118

Appendix N. Generalist Knowledge, Skills and Task Ratings ..............................................................119 Tasks: Mean Importance Ratings and Mean Percent of Time Spent on Each Task ..........................119 Knowledge and Skills: Mean Importance Ratings .............................................................................121 Knowledge and Skills: Mean Importance Ratings .............................................................................121

Appendix O. Task Importance Ratings by Job Area..............................................................................122 Appendix P. Time Spent on Tasks by Job Area.....................................................................................124 Appendix Q. Knowledge and Skills Importance Ratings by Job Area ..................................................126 Appendix R. Existing Resources............................................................................................................128


June, 2003

Child Support Specialist Certification Job Profile Report

Methodology

Identification of Job Areas The Child Support Certification Advisory Council identified six job areas within child support enforcement: Case Initiation, Locate, Establishment, Finance, Enforcement, and Interstate. A Generalist job area was included as some child support specialists perform more than one of the above job areas. The Council also generated a list of tasks within each job area they felt should be included within each job area (See Appendix A). Job Profile Development

Focus Groups and Work Groups

In June 2002, office management was asked to nominate experienced, high performing staff in one or more of the identified job areas to participate in a focus or work groups to outline the tasks within each job area (See Appendix B for e-mail soliciting participants). From nominations, the Council selected child support specialists to participate in the groups for each of the identified job areas. The groups met during August and September 2002 (See Appendix C for the list of participants). Participants outlined tasks performed in each job area. During these meetings, participants also generated attributes they felt were important for doing their job area well. In October 2002 the job area document developed during the groups was e-mailed to participants and feedback was solicited on completeness and accuracy of the task lists. This feedback was incorporated into the task list document.

Job Shadowing In November 2002, office management was asked to nominate experienced, high performing staff in one or more of the identified job areas to participate in Job Shadowing (See Appendix D). From this list, the Council selected child support specialists to participate in shadowing: Case Initiation (1 day), Locate (1 day), Establishment (2 days), Finance (3 days), Enforcement (3 days), Interstate (Outgoing 1day, Incoming 1 day) and Generalist (1 day). The researcher traveled to the identified Child Support Offices during the months of December 2002 through February 2003. The shadowing process involved spending most of the work day watching the child support specialist do tasks, taking notes using the Job Shadowing Notes Form and asking questions to make sure the observer understood what was being done. See Appendix C for the list of Job Shadowing participants and Appendix D for the Job Shadowing Notes Form. Prioritizing Knowledge, Skills and Tasks

Child Support Enforcement Specialist Survey

The attributes generated by the groups were combined across the identified job areas and were condensed into 38 non-overlapping concepts by the research consultant and council members. An online survey was developed from the condensed list of knowledge and skills along with the 66 tasks generated for each job area. Survey participants were asked to choose a job area and rate how important they think each attribute is for doing their job area well. Survey participants also indicated what proportion of their time is spent doing the identified tasks.


June, 2003

Survey Participants One hundred and sixty online surveys were completed from 31 child support district offices (see Appendix F for a count of surveys by CSED office). Respondents reported having worked an average of 5 years in child support enforcement and 3.9 years in the job area they rated (see Table 1). Table 1. Years Worked in Job Area and in Child Support

In Job Area In Child Support # % # %

< 1 Year 33 21% 23 14% 1-2 Years 51 32% 42 26% 3-4 Years 36 23% 39 24% 5-6 Years 11 7% 14 9%

7-10 Years 16 10% 21 13% 10+ Years 13 8% 21 13%

Thirty five percent of respondents reported having completed some college or having received an associate degree, 43% of respondents reported having completed a bachelor’s degree, and six percent reported advanced degrees (See Table 2). See Appendix G for a list of major areas of study. Table 2. Education Levels Highest Degree # % High School, No Diploma or GED 2 1% High School Grad-Diploma Or Equiv (GED) 22 14% Some College But No Degree 39 24% Associate Degree-Occupational/Vocational 18 11% Bachelor's Degree 69 43% Master's Degree 7 4% Doctorate or Professional Degree 3 2% The majority of survey respondents (63%) indicated they usually spend 100% of their time working in the selected job area, 16% indicated they spend 76-99% of their time working in the job area they selected, 18% indicated they usually spend 50-75% of their time working in the selected job area and four percent reported spending less than half of their time working in the selected job area. Table 3. Respondent Characteristics by Job Area Rated

# Surveys % Surveys Job Area

Percent of Time in

Job Area Years in Job Area

Years in Child

Support 13 8.1% Case Initiation 72.3% 5.3 6.7 61 38.1% Enforcement 93.0% 3.2 3.7 28 17.5% Establishment 92.0% 3.7 5.1 26 16.3% Finance 84.4% 4.5 7.1 14 8.8% Generalist 83.9% 5.9 6.8

9 5.6% Interstate 92.8% 2.6 2.6 9 5.6% Locate 71.1% 3.8 4.7

160 Total 87.7% 3.9 5.0

Highest Degree

PhD or Professional

Some High School

High School Or GED

Master's

Some College But No DegreeAssociate

Bachelor's

Years Worked in Child Support

11+ Years < 1 Year

1-2 Years

3-4 Years

5-6 Years

7-10 Years


June, 2003

Task Importance Ratings Across Job Areas The number of tasks rated as very important (mean rating of 3 or higher) was calculated for each job area (See Table 4). Enforcement workers rated almost one third of the listed tasks as very important for enforcement, followed by interstate workers who rated about one quarter of listed tasks as very important for interstate, establishment and finance workers rated about one fifth of listed tasks as very important for establishment and finance. Case initiation workers, generalists and locate workers rated fewer listed tasks as very important for their job areas. See Appendix O for the complete list of task importance ratings for each job area. See Appendix P for the complete list of percent of time spent on each task for each job area. Table 4. Number and percent of tasks rated as very important by job area. Job Area # % Enforcement 21 32% Interstate 17 26% Establishment 14 21% Finance 14 21% Case Initiation 10 15% Generalist 6 9% Locate 2 3% Of the 66 tasks included in the web survey:

• Only one task “Record information in case log” was rated as very important by all job areas.

• Three tasks were rated very important across four of the seven job areas. o “Read Order(s) to determine the amount, duration, and payor of support obligation.” was rated

as very important for finance; enforcement; interstate and generalists. o “Determine next appropriate action with case.” was rated as very important for establishment,

enforcement; interstate and generalists. o “Acquire and update address and current employment information for NCP using manual

locate process.” was rated as very important for case initiation, locate, enforcement and interstate.

• Seven tasks were rated very important across three of the seven job areas

o “Obtain service on NCP.” was rated as very important for establishment, enforcement, and generalists.

o “Prepare and update arrearage computations/record of payments.” was rated as very important for finance; enforcement, and interstate.

o “Request copies of orders if needed.” was rated as very important for case initiation, enforcement, and interstate.

o “Generate correspondence to parties.” was rated as very important for establishment, enforcement, and interstate.

o “Determine if Oklahoma has jurisdiction for a case or can assert jurisdiction for an Interstate case.” was rated as very important for establishment, enforcement, and interstate.

o “Communicating verbally with parties.” was rated as very important for establishment, enforcement, and interstate.


June, 2003

o “Check court docket for orders on the case.” was rated as very important for case initiation, establishment and enforcement.

• Ten tasks were rated very important across two of the seven job areas

o “Complete Balance Accountability.” and “Identify and update OSIS information on factors that affect distribution of money.” Were rated as very important by both finance and generalists.

o “Knows what information is needed in the case file for finance.” was rated as very important for both finance and enforcement.

o “Calculate current support according to current Oklahoma guidelines.” was rated as very important for both finance and establishment.

o “Close case if criteria are met for case closure.” was rated as very important for both interstate and establishment.

o “Calculate prior support due.” was rated as very important for both finance and establishment. o “Determine which order is the controlling order and determine who has CEJ.” was rated as

very important for both enforcement and interstate. o “Verify accuracy of absent parent (NCP) legal status for all children.” was rated as very

important for both case initiation and establishment. o “Determine Case Status (IV-D status).” was rated as very important for both case initiation and

interstate. o “Review case to determine if paternity or support establishment is needed.” was rated as very

important for both establishment and interstate.

• Twenty-four tasks were rated very important by only one of the seven job areas o Four tasks were rated as very important only by case initiation: § Build case in OSIS and create physical file. § Check OSIS and PS2 for existing case for any party on the application. § Check OSIS for child welfare case custody of children. § Determine if all IV-A, IV-E, non-IV-E, OJA, Disability cases have been cross referenced.

o Two tasks were rated as very important only by establishment: § Prepare and file legal pleadings to establish support with court. § Prepare and file legal pleadings to establish paternity with court.

o Seven tasks were rated as very important only by finance: § Enter data on OSIS to build and update obligation. § Update OSIS with information regarding Return Warrants/Cancelled by Statute. § Calculate interest. § Calculate Un-reimbursed Assistance. § Enter adjustments. § Submit State Office requests for adjustments: bad debt, erroneous overpayment,

transferred payments, or detainment of direct payments by CP. § Manually review Undistributed Payments..

o Seven tasks were rated as very important only by enforcement: § Implement Income Assignment enforcement action. § Implement Contempt enforcement action. § Prepare and file legal pleadings to modify order with court. § Implement Worker's Compensation enforcement action. § Implement Unemployment Benefits enforcement action. § Implement License Revocation enforcement action. § Implement Annual Notice enforcement action..


June, 2003

o Four tasks were rated as very important only by interstate: § Implement Uniform Interstate Family Support Act enforcement action. § Implement Registration of Foreign Support Order enforcement action with the appropriate

tribunal. § Prepare and send Outgoing Interstate referral packet to other state central registry. § Notify referring state and parties regarding case status and provide copies of pleadings and

notices. o Twenty-one tasks were rated as somewhat or moderately important for the enforcement job

area: § Implement Garnishment enforcement action. § Implement FIDM enforcement action. § Implement Bankruptcy Payments enforcement action. § Implement Liens against real property (Statement of Judgment) enforcement action. § Hold settlement conference. § Implement State Tax Offset enforcement action. § Implement State Felony enforcement action. § Implement Interstate Administrative Enforcement action. § Implement Retirement Payments enforcement action. § Implement Appearance Bonds enforcement action. § Implement Federal Offset enforcement action. § Implement Credit Bureau enforcement action. § Implement Passport enforcement action. § Implement State Felony – Interstate Flight enforcement action. § Implement Seek Work Order enforcement action. § Implement Certificate of Title or License of Registration enforcement action. § Implement State Misdemeanor (Omitting to Provide) enforcement action. § Implement Till Tap (Execution and Levy) enforcement action. § Implement Probate enforcement action. § Implement Federal Felony enforcement action. § Implement Federal Misdemeanor enforcement action.

Importance Ratings for Selected Tasks Across Job Areas

Acquire and update address and current employment information for NCP using

manual locate process.

0 1 2 3 4

Case Initiation

Locate

Establishment

Finance

Enforcement

Interstate

Generalist

NotSomewhat

ModeratelyVery

Extremely

How Important

Read Order(s) to determine the amount, duration, and payor of support obligation.

0 1 2 3 4

Case Initiation

Locate

Establishment

Finance

Enforcement

Interstate

Generalist

NotSomewhat

ModeratelyVery

Extremely

How Important


June, 2003

See Appendix O for task importance ratings by job area.

Obtain service on NCP.

0 1 2 3 4

Case Initiation

Locate

Establishment

Finance

Enforcement

Interstate

Generalist

NotSomewhat

ModeratelyVery

Extremely

How Important


0 1 2 3 4

Case Initiation

Locate

Establishment

Finance

Enforcement

Interstate

Generalist

NotSomewhat

ModeratelyVery

Extremely

How Important

Communicating verbally with parties.

0 1 2 3 4

Case Initiation

Locate

Establishment

Finance

Enforcement

Interstate

Generalist

NotSomewhat

ModeratelyVery

Extremely

How Important

Generate correspondence to parties.

0 1 2 3 4

Case Initiation

Locate

Establishment

Finance

Enforcement

Interstate

Generalist

NotSomewhat

ModeratelyVery

Extremely

How Important

Determine next appropriate action with case.

0 1 2 3 4

Case Initiation

Locate

Establishment

Finance

Enforcement

Interstate

Generalist

NotSomewhat

ModeratelyVery

Extremely

How Important

Determine if Oklahoma has jurisdiction for a case or can assert jurisdiction for an

Interstate case.

0 1 2 3 4

Case Initiation

Locate

Establishment

Finance

Enforcement

Interstate

Generalist

NotSomewhat

ModeratelyVery

Extremely

How Important


June, 2003

Knowledge and Skills Importance Ratings Across Job Areas The number of knowledge and skills rated as very important (mean rating of 3 or higher) was calculated for each job area (See Table 5). Enforcement and establishment workers rated almost two thirds of the listed knowledge and skills as very important for enforcement and establishment respectively. Generalists, case initiation, finance and interstate workers rated approximately half of the listed knowledge and skills as very important for their job area. Locate workers rated 42% of the listed knowledge and skills as very important for their job area. See Appendix Q for the complete list of knowledge/Skill importance ratings for each job area. Table 5. Number and percent of knowledge and skills rated as very important by job area. Job Area # % Establishment 26 68% Enforcement 25 66% Generalist 20 53% Case Initiation 19 50% Finance 19 50% Interstate 19 50% Locate 16 42% Ten knowledge/skills were rated as very important by all job areas: § Professional Behavior

o Understanding and abiding by the expectations for professional behavior, to include understanding that CSS cannot give legal advice but can provide information on process; maintaining confidentiality.

§ Analytical Skills: o Attention to detail, accuracy, meticulous, thoroughness. o Able to compile and evaluate relevant information from various sources, make connections

between information, and determine appropriate actions. § Child Support Specific

o Understanding the overall Child Support Enforcement process. § Communication/Interpersonal Skills

o Able to communicate with and interview parties and state entities to obtain information and desired results. Able to keep conversations focused, maintain control of the situation, and redirect focus when needed.

§ Computer Skills o Proficient at entering data into OSIS.

§ Organization Skills o Organizational Skills (a system of organizing and prioritizing tasks) and time management. o Able to manage high volume case load.

§ Personal Attributes o Able to work well in stressful situations and not take your work home with you. o Confidence in ability to do your job.

Five knowledge/skills were rated as very important by six of seven job areas: § Able to read and derive information from court orders. § Able to listen for pertinent information that could provide needed information. § Willing to seek information/assistance from co-workers.


June, 2003

§ Knowledge of which situations must be handled by an Attorney. § Able to remain objective and represent interest of the State rather than the CP or NCP.

One knowledge/skill was rated as very important by five of seven job areas: § Able to effectively search the InfoNet, the Internet, OSIS and IVA system to find information.

One knowledge/skill was rated as very important by four of seven job areas: § Knowledge of when to ask for assistance from Office Manager or Attorney.

Six knowledge/skills were rated as very important by three of seven job areas: § Approachable and at ease with people. § Writing skills for Generating correspondence to various audiences (e.g. CP, NCP, NCP attorney,

etc.). § Knowledge of federal law, Oklahoma Child Support Enforcement policy, state statute, and DHS

policy. Able to use information to prepare appropriate pleadings and take appropriate action. § Knowledge of legal process and terminology. § Knowledge of where to find specifics on how to do a task and which information resources are the

most efficient. § Desire to help children.

Five knowledge/skills were rated as very important by two of seven job areas: § Knowledge of applied accounting procedures as it relates to CS procedures. Comfortable working

with numbers. § Knowledge of which remedies are the most efficient. § Networking to make connections with persons who can provide information (e.g. utilities, law

enforcement, apartment managers, employers, etc.). § Able to interpret and communicate complex and technical information to non-technical people. § Negotiation and settlement skills.

Seven knowledge/skills were rated as very important by only one of seven job areas: § Locate

o Creativity, thinking outside the box. o Critical and analytical thinking. Enjoys solving puzzles.

§ Establishment o Knowledge of how many copies of which documents need to be in the case file and where they

should be located in the file. o Knowledge of paternity presumptions and when genetic testing can be done.

§ Finance o Can use formulas in MS Excel to calculate arrears, interest, etc.

§ Interstate o Knowledge of which documents and forms are required for Interstate referrals. o Proficient at using Microsoft Word.

Three knowledge/skills were not rated as very important by any job areas: § Assertive. § Proficient at using Microsoft Outlook for e-mail and scheduling. § Basic MS Excel skills (entering data, copying, pasting, moving around, etc.).

See Appendix Q for knowledge and skills importance ratings by job area.


June, 2003

Case Initiation Job Area

Receive Application

Look for existing case for parties on the application and

cross-reference

Build case in OSIS Build physical file

Request additional information (e.g.

court orders, affidavits, etc)

If existing CS case found, route

application to that CSE office

Route case to appropriate worker per office procedure


June, 2003

Case Initiation Job Profile Case Initiation Goal: Information is collected, any additional information is requested, and paperwork completed to open the case within the time prescribed by federal guidelines. It is important that case initiation ensures information is consistent and accurate. Receive application from private party, or referral from IV-A agency • Incoming interstate cases are built by central registry (at State Office) and routed to correct district

office, however case still needs to be reviewed to make sure it’s complete. • Central Case Registry (at State Disbursement Unit) builds skeleton cases for Private Applications in

order to create FGN and deposit the money. Look for existing case for any party on the application • Check IMS OSIS (CSE) and PS2 system (Public Assistance) IV-A

• Most efficient way: Name Inquiry for Client Database (UDA screen) for existing Department Client Number (DCN) for each party on application. Are any parties on another case? (Use UDA system to find). Is NCP in home if it’s a medical case? (check CMM C number).

• If existing CS case is found, route application to that CSE office. • Attempt to verify accuracy of absent parent (NCP) legal status for all children.

• accuracy EXTREMELY important because it will determine whether the case goes to enforcement or establishment-OSIS screen book has NCP legal status code list;

• affects federal funding & performance measures particularly in paternity establishment Build case within 20 days of date of referral or receipt of application and fee. (Federal law) • Enter data into IMS system (OSIS) from electronic or paper referrals (applications and paper referrals

from IV-A) & Build physical file • Identifying information for Parties (NCP, CP, BP, (name, ssn, dob, race, sex • Location information (address, employer • Obtain Copy of Court Order(s) for paper file • Send out questionnaire or forms. E.g. Affidavit of Payments from CP • If paternity is an issue, request Affidavit of Paternity (CSE 209) for each child, or Paternity

Questionnaire (PO4) • Custody: Who has physical custody of each child in the application



June, 2003

CSS Survey: Tasks Case Initiation staff indicated they spend the most time (24.7%) building cases in OSIS and creating physical files. They all agreed that this task is extremely important for case initiation. The tasks for case initiation rated on average as extremely or very important were:

• Build case in OSIS and create physical file. • Check OSIS and PS2 for existing case for any party on the application. • Determine Case Status (IV-D status). • Check OSIS for child welfare case custody of children. • Record information in case log. • Check court docket for orders on the case. • Determine if all IV-A, IV-E, non-IV-E, OJA, Disability cases have been cross referenced. • Acquire and update address and current employment information for NCP using manual locate

process. • Verify accuracy of absent parent (NCP) legal status for all children. • Request copies of orders if needed. • Communicating verbally with parties. • Review case to determine if paternity or support establishment is needed. • Generate correspondence to parties. • Close case if criteria are met for case closure.

The most time consuming tasks for case initiation (2% or more of time spent on task) were:

• Build case in OSIS and create physical file. (24.7%) • Record information in case log. (6.3%) • Acquire and update address and current employment information for NCP using manual locate

process. (5.2%) • Check court docket for orders on the case. (3.8%) • Check OSIS and PS2 for existing case for any party on the application. (3.5%) • Check OSIS for child welfare case custody of children. (3.3%) • Obtain service on NCP. (2.7%) • Review case to determine if paternity or support establishment is needed. (2.2%) • Determine if all IV-A, IV-E, non-IV-E, OJA, Disability cases have been cross-referenced. (2.1%) • Verify accuracy of absent parent (NCP) legal status for all children. (2%) • Generate correspondence to parties. (2%)

See Appendix H for ratings of importance and amount of time spent on tasks for case initiation.


June, 2003

Thirteen tasks were rated as very important or as consuming 2% or more of case initiation specialists’ time. Case initiation specialists reported they spend almost one quarter of their time building cases in OSIS and building physical files. They also rated this task as the most important of the tasks rated. Ten tasks were rated on average as very important by case initiation specialists. Three tasks with lower importance ratings were rated as consuming 2% or more of case initiation specialists’ time.

CSS Survey: Knowledge and Skills The following knowledge and skills received an average rating of very important for case initiation. See Appendix H for knowledge and skills ratings for case initiation. Professional Behavior

• Understanding and abiding by the expectations for professional behavior, to include understanding that CSS cannot give legal advice but can provide information on process; maintaining confidentiality.

• Knowledge of which situations must be handled by an Attorney. • Able to remain objective and represent interest of the State rather than the CP or NCP.

Task Ran

k Import-ance R

ank % of

Time

Build case in OSIS and create physical file. 1 4.00 1 24.69

Check OSIS and PS2 for existing case for any party on the application. 2 3.77 5 3.54


Check OSIS for child welfare case custody of children. 4 3.54 6 3.31



Determine if all IV-A, IV-E, non-IV-E, OJA, Disability cases have been cross referenced. 7 3.15 9 2.08


8.5 3.08 3 5.15

Verify accuracy of absent parent (NCP) legal status for all children. 8.5 3.08 10.5 2.00


Review case to determine if paternity or support establishment is needed. 12 2.69 8 2.15

Generate correspondence to parties. 13 2.62 10.5 2.00


0 10 20 30

Importance% of Time


June, 2003

Analytical Skills: • Attention to detail, accuracy, meticulous, thoroughness. • Able to compile and evaluate relevant information from various sources, make connections

between information, and determine appropriate actions. • Able to listen for pertinent information that could provide needed information. • Able to read and derive information from court orders.

Child Support Knowledge

• Understanding the overall Child Support Enforcement process Communication and Interpersonal Skills:

• Able to communicate with and interview parties and state entities to obtain information and desired results. Able to keep conversations focused, maintain control of the situation, and redirect focus when needed.

• Writing skills for generating correspondence to various audiences (e.g. CP, NCP, NCP attorney, etc.).

• Approachable and at ease with people. • Networking to make connections with persons who can provide information (e.g. utilities, law

enforcement, apartment managers, employers, etc.). Computer Skills

• Proficient at entering data into OSIS. • Able to effectively search the InfoNet, the Internet, OSIS and IVA system to find information. • Proficient at using Microsoft Outlook for e-mail and scheduling.

Organization Skills

• Organizational Skills (a system of organizing and prioritizing tasks) and time management. • Able to manage high volume case load.

Personal Attributes

• Able to work well in stressful situations and not take your work home with you. • Confidence in ability to do your job. • Willing to seek information/assistance from co-workers.

Job Shadowing Summary Once case initiation specialist was shadowed. OSIS and PS2 use was a central feature of case initiation. The case initiation specialist worked a list of referrals from OSIS. The worker would search to see if the referral had an existing child support case. If an existing case was found, the worker would change the office in the referral list and would e-mail the worker to let them know she had transferred the case. If no existing case was found, the worker searched for existing public assistance cases and attempted to verify address and employment information by using multiple interfaces. As information was found, the case initiation worker would print and would use these printouts when building the case in OSIS. When duplicate cases were found, the case initiation worker would resolve the duplicate numbers. The worker built the physical file and typed the label for the file. From the one hardcopy application observed, the case initiation worker also read the order and filled out a portion of a legal history form and added the form to the case file. The Child Support Specialist routed cases to appropriate specialty area.


June, 2003

Locate Job Area

Not Located

Automated Locate Process activated by

Case Initiation

Update OSIS Generate employer

and postmaster letters

Case flag indicator alerts CSS to review received information

Search various sources for address and employment

information

Manual Locate Process

Mail postmaster and employer letters Update OSIS as

information received

Located



June, 2003

Locate Job Profile Locate Goal: Locate the parents and their assets and employer(s). Automated process for acquiring and updating address, current employment information for NCP • Case Initiation enters data into IMS. • IMS rule generates priority 05: If SSN and no verified address, it will search multiple databases: IMS,

DHS, DPS, OESC (OWG, OWL, OWC), New Hire list (NHL), Federal Case Registry, State Parent Locator Service, CSENet • Automatically updates some information in OSIS case file • Automatically sends out employer and postmaster letters • Case Flag indicator alerts CSS to follow up with review of received information

Manual Process • Review Case • NCP Locate

• Send letter(s) soliciting information • CP letter requesting information L07, Military, incarceration, utility, etc

• Find Address for NCP and Employer • Search electronic sources (See locate guide developed by Rob Walker) • Contacting friends, relatives, service providers, etc who might have information • Check court records, county and municipal, in the last known city & county of residence.

• Send out postmaster letter(s) and employer(s) letter(s) to verify address(es) • If CP locate needed:

• CP postmaster letter • Check FCR • Contact IV-A worker

• Update case information as received (See CS manual-Locate) • Throughout process: Close case if criteria met for case closure CSS Survey: Tasks The tasks for locate rated on average as extremely or very important were:

• Acquire and update address and current employment information for NCP using manual locate process.

• Record information in case log. • Determine next appropriate action with case. • Communicating verbally with parties. • Review case to determine if paternity or support establishment is needed. • Generate correspondence to parties.


June, 2003

The most time consuming tasks for locate (2% or more of time spent on task) were: • Acquire and update address and current employment information for NCP using manual locate

process. (32.8%) • Record information in case log. (6.7%) • Verify accuracy of absent parent (NCP) legal status for all children. (5%) • Obtain service on NCP. (4%) • Build case in OSIS and create physical file. (4%) • Generate correspondence to parties. (2.2%) • Check court docket for orders on the case. (2.1%)

See Appendix I for ratings of importance and amount of time spent on tasks for locate. Only seven tasks were rated as very important or as consuming 2% or more of locate specialists’ time. Locate specialists indicated they spend about one third of their time doing manual locate tasks. They also rated manual locate as their most important task. Only two tasks were rated on average as very important (mean importance rating of 3 or higher) manual locate and record information in case log. Five tasks rated on average as somewhat or moderately important were rated as taking on average 2% or more of locate specialists’ time .

CSS Survey: Knowledge and Skills The following knowledge and skills received an average rating of very important for locate. See Appendix I for knowledge and skills ratings for locate. Professional Behavior


Analytical Skills:

• Attention to detail, accuracy, meticulous, thoroughness.

Task Ran

k Import-ance R

ank % of

TimeAcquire and update address and current employment information for NCP using manual locate process.

1 3.67 1 32.78


Generate correspondence to parties. 5.5 2.56 6 2.22



14 1.67 3 5.00

Obtain service on NCP. 16.5 1.56 4.5 4.00

Build case in OSIS and create physical file. 25.5 1.11 4.5 4.00

0 10 20 30 40

Importance% of Time


June, 2003

• Able to compile and evaluate relevant information from various sources, make connections between information, and determine appropriate actions.

• Able to listen for pertinent information that could provide needed information. • Creativity, thinking outside the box. • Critical and analytical thinking. Enjoys solving puzzles.




• Networking to make connections with persons who can provide information (e.g. utilities, law enforcement, apartment managers, employers, etc.).

Computer Skills

• Able to effectively search the InfoNet, the Internet, OSIS and IVA system to find information. • Proficient at entering data into OSIS.

Organization Skills

• Organizational Skills (a system of organizing and prioritizing tasks) and time management. • Able to manage high volume case load. • Knowledge of where to find specifics on how to do a task and which information resources are the

most efficient. Personal Attributes

• Confidence in ability to do your job. • Able to work well in stressful situations and not take your work home with you.

Job Shadowing Summary Use of online resources was a central feature of locate. The worker searched various online sources to attempt to locate the non-custodial parent (NCP) and employer including: OSIS, PS2, Federal Case Registry New Hires, DPS drivers license, OESC employment, Oklahoma Public Legal Research System, Google web metasearch engine, and by-subscription phone number search. The locate specialist also contacted the custodial parent (CP) who was able to provide information on the location of the NCP and encouraged the CP to call if they found out anything new. In conjunction, the locate specialist entered a case log for CARE instructing CARE to transfer the custodial parent to the locate specialist if she called.


June, 2003

Establishment Job Area

No Yes

Review Case

If paternity has not been established

Prepare legal pleadings to

establish paternity and support

Send case to outgoing interstate

If CP fails to return paternity

questionnaire, non-coop, notify IV-A

Route case to Finance

If support has not been established

Prepare legal pleadings to

establish support

File pleadings with court

Obtain service on NCP

Settlement conference

Order(s) entered by court

Does Oklahoma have jurisdiction

If address is more than one year old or

NCP not located, need Locate

Calculate child support and prior

support due

Hearing (if needed)


June, 2003

Establishment Job Profile Goal: establish paternity and/or support for children Establishing Paternity • M Child legal status case – Full paternity – need to establish paternity Need paternity established if • Parents never married and no CSED 209 • Parents divorced more than 10 months before child was born Don’t need paternity established if you have • CSED 209 • divorce decree and child was born less than 10 months after date of decree • previous court order establishing either paternity or support Establishment • P Child legal status case – 209 signed, no order • I Child legal status case – Married but separated, no support order or absence of mother • H Child legal status case – Paternity established, no support order (rare) • B Child legal status case – Order exists for family, but this NCP not ordered to provide Process Review Case • Send out paternity questionnaire if not in file • Does information in OSIS match hardcopy information in file and paternity questionnaire?

• If paternity questionnaire shows that paternity has been established (209 or court order) request copy of order, then move to establishing support

• If paternity questionnaire shows that support has already been established (court order), request copy of order, then move to enforcement.

• If CP fails to return paternity questionnaire, update CCPU with non-cooperation information and inform IV-A case worker of status.

• If paternity questionnaire casts doubt as to proper NCP, may need to review case with attorney and or schedule appointment with CP.

• Is NCP Located? • If yes and the address is no more than a year old, then proceed • If no or the address is more than a year old, additional locate must be done

• Establish jurisdiction-Was the child conceived in Oklahoma or is there proof the alleged father was in Oklahoma ever? • If no, it goes to outgoing interstate • If yes, we have jurisdiction, proceed with paternity

• What level of service is desired? • Full service (Medical and child support) • Medical enforcement only (MEO cases where CP is on medical but does not want child support

collection services other than those required by federal law and regulation.) • Gather income information of NCP and BP to calculate child support and prior support due


June, 2003

• Calculate current support according to current Oklahoma guidelines • Calculate prior support due

• Calculate appropriate amount of support for each relevant time period • Review information concerning prior support payments and give credit where appropriate • Prepare arrearage computations/record of payments from support and payment information

M Child legal status case • Prepare legal pleadings to establish paternity. E.g.

• Notice of Paternity Support Obligation (NOPSO) (if MEO case, may request medical support only)

• Show Cause Order/Notice of Hearing • Subpoena financial, child care and insurance documents

• File pleadings with court • Obtain service on NCP

• Prepare investigator worksheet for personal service or affidavit of service for certified restricted mail.

• If can’t serve NCP • NCP not located: need additional locate • NCP refused service, prepare notice of intent to proceed, file document in court, mail to NCP • If mail is returned unclaimed and address has been verified and valid, attempt personal service • If not sufficient time for second service attempt before court date and address is verified and

valid, announce stricken no-service to court, obtain alias notice of hearing • If NCP is served, prepare for show cause hearing or settlement conference

• Settlement conference – Speak with CP and NCP prior to court to attempt to get agreement on specifics of arrears and support, if agreement reached, prepare order, obtain signatures and present for filing and present order to judge for signature and filing of document with court • If no settlement agreement reached, prepare for Court and Appear in Court

• NCP does not appear, paternity is established and default order for child support is entered • NCP appears in court

• acknowledge paternity – a paternity and support order is entered by the court • request genetic testing

• court orders genetic testing • schedule testing or test and set return appearance

• If paternity negative, prepare appropriate notice of genetic test results, file in court and send to parties • If BP states an imposter was tested instead of the NCP, or if either party objects

to test results within 15 days file Notice of Objection to Testing and schedule evidentiary hearing or previously scheduled hearing held to address situation

• If BP confirms identity of NCP or does not respond to notice of genetic test results, then dismiss

• If paternity positive, prepare appropriate notice of genetic test results, file in court and send to parties • An order is entered by the court that establishes support and paternity

P Child legal status case – 209 signed, no order - Same as above except paternity is established from Paternity Affidavit 209/no genetic testing needed • Prepare legal pleadings to establish support. E.g.


June, 2003

• Notice of Support Obligation (NOSO) (if MEO case, may request medical support only) • Show Cause Order/Notice of Hearing • Subpoena financial, child care and insurance documents





• Settlement conference – Speak with CP and NCP prior to court to attempt to get agreement on specifics of arrears and support, if agreement reached, prepare order, obtain signatures and present for filing and present order to judge for signature and filing of document with court • If no settlement agreement reached, Appear in Court

• NCP does not appear, default order for child support is entered • NCP appears in court

• NCP acknowledges support obligation and order is entered • NCP does not acknowledge support and hearing is held

Establishing Support Usually married/separated or Mom is NCP (Legal status H, I or B) • Prepare legal pleadings to establish support. E.g.

• Notice of Support Debt (NOSD) for administrative court (if MEO case, may request medical support only)

• Petition to establish child support in District court • Motion to modify an existing order (that does not currently include support) • Order/Notice of Hearing • Subpoena financial, child care and insurance documents





• Settlement conference – Speak with CP and NCP prior to court to attempt to get agreement on specifics of arrears and support, if agreement reached, prepare order, obtain signatures and present for filing and present order to judge for signature and filing of document with court

• If no settlement agreement reached, Appear in Court


June, 2003


• NCP acknowledges support obligation and order is entered • NCP does not acknowledge support and hearing is held

Throughout process: Monitor case and close case if criteria are met for case closure Route to Finance then to Enforcement CSS Survey: Tasks The tasks for establishment rated on average as extremely or very important were:

• Prepare and file legal pleadings to establish support with court. • Prepare and file legal pleadings to establish paternity with court. • Review case to determine if paternity or support establishment is needed. • Record information in case log. • Obtain service on NCP. • Communicating verbally with parties. • Determine next appropriate action with case. • Calculate current support according to current Oklahoma guidelines. • Generate correspondence to parties. • Check court docket for orders on the case. • Calculate prior support due. • Close case if criteria are met for case closure. • Verify accuracy of absent parent (NCP) legal status for all children. • Determine if Oklahoma has jurisdiction for a case or can assert jurisdiction for an Interstate case.

The most time consuming tasks for establishment (2% or more of time spent on task) were:

• Prepare and file legal pleadings to establish support with court. (8.5%) • Prepare and file legal pleadings to establish paternity with court. (8.3%) • Obtain service on NCP. (6.4%) • Record information in case log. (6.1%) • Calculate current support according to current Oklahoma guidelines. (5.8%) • Communicating verbally with parties. (4.9%) • Calculate prior support due. (4.7%) • Hold settlement conference. (4.5%) • Acquire and update address and current employment information for NCP using manual locate

process. (3.8%) • Review case to determine if paternity or support establishment is needed. (3.7%) • Generate correspondence to parties. (3.6%) • Close case if criteria are met for case closure. (2.6%) • Check OSIS and PS2 for existing case for any party on the application. (2.4%) • Determine next appropriate action with case. (2.3%)

See Appendix J for ratings of importance and amount of time spent on tasks for establishment.


June, 2003

Seventeen tasks were rated as very important or as consuming 2% or more of establishment specialists’ time. Establishment specialists indicated they spend about 17% of their time preparing and filing legal pleadings to establish paternity and support. They also rated these two tasks as their most important tasks. Three tasks rated on average as moderately important were rated as taking on average 2% or more of establishment specialists’ time.

Task

Ran

k Import-ance R

ank %

TimePrepare and file legal pleadings to establish support with court.

1 3.82 1 8.46


Review case to determine if paternity or support establishment is needed. 3 3.71 10 3.71



Determine next appropriate action with case. 6.5 3.39 14 2.29



8 3.36 5 5.79



Calculate prior support due. 10.5 3.14 7 4.68


Determine if Oklahoma has jurisdiction for a case or can assert jurisdiction for an Interstate case. 13.5 3.00 26 1.14


13.5 3.00 24 1.29




18 2.79 13 2.36

0 5 10

Importance% of Time


June, 2003

CSS Survey: Knowledge and Skills The following knowledge and skills received an average rating of very important for establishment. See Appendix J for knowledge and skills ratings for establishment. Professional Behavior

• Knowledge of which situations must be handled by an Attorney. • Understanding and abiding by the expectations for professional behavior, to include understanding

that CSS cannot give legal advice but can provide information on process; maintaining confidentiality.

• Able to remain objective and represent interest of the State rather than the CP or NCP. • Knowledge of when to ask for assistance from Office Manager or Attorney.

Analytical Skills:

• Able to read and derive information from court orders. • Attention to detail, accuracy, meticulous, thoroughness. • Able to compile and evaluate relevant information from various sources, make connections

between information, and determine appropriate actions. • Able to listen for pertinent information that could provide needed information.


• Understanding the overall Child Support Enforcement process. • Knowledge of how many copies of which documents need to be in the case file and where they

should be located in the file. Communication and Interpersonal Skills:


• Writing skills for Generating correspondence to various audiences (e.g. CP, NCP, NCP attorney, etc.).

• Able to interpret and communicate complex and technical information to non-technical people. • Negotiation and settlement skills. • Approachable and at ease with people.

Computer Skills

• Proficient at entering data into OSIS. • Able to effectively search the InfoNet, the Internet, OSIS and IVA system to find information.

Legal Skills

• Knowledge of paternity presumptions and when genetic testing can be done. • Knowledge of federal law, Oklahoma Child Support Enforcement policy, state statute, and DHS

policy. Able to use information to prepare appropriate pleadings and take appropriate action. • Knowledge of legal process and terminology.

Organization Skills

• Organizational Skills (a system of organizing and prioritizing tasks) and time management.


June, 2003

• Able to manage high volume case load.

Personal Attributes • Confidence in ability to do your job. • Willing to seek information/assistance from co-workers. • Able to work well in stressful situations and not take your work home with you. • Desire to help children.

Job Shadowing Summary Two establishment workers were observed: one during a day with hearings to establish support, and the other during the course of a normal workday. Two other job shadowing observations also included some establishment tasks. Child support specialists were observed:

• Keeping track of the status of cases they were working on; • Searching the Oklahoma Public Legal Research System and requesting copies of divorce orders; • Reading orders and preparing legal pleadings (from templates) to establish support to include

calculating amount owed and to whom owed, who is responsible for medical, etc; • Scheduling hearings on court dockets; • Verifying addresses and initiating service on CP and NCP typically by restricted certified mail; • Holding settlement conferences • Briefing the attorney as to proposed agreements from settlement conference; • Updating OSIS with information regarding hearings and orders to include updating case logs. • Communicating with parties (customers and attorneys) regarding establishment cases

The workers spent time with parties explaining the process of establishing paternity or support, including obtaining NCP locate information from CP. During the settlement conferences observed, the child support specialists explained the hearing process to establish support to include how current support, arrears and any state-owed money were calculated, who was responsible for medical coverage and obtained an agreement from the party(s) as to the details of the agreement. The child support specialists all made sure the customers understood and provided opportunities for customers to ask questions to clarify their understanding. Prior to the hearing, the child support specialist would brief the attorney as to the proposed specifics of the agreement, but would not typically be present during the hearing. After the hearing, the child support specialist updated OSIS on the new orders, mailed out copies of the orders to the parties, and placed a copy of the orders in the case file.


June, 2003

Finance Job Area

Review Case File

Compute Arrearage Computations

Build or update obligation

Route case to Enforcement

If applicable • Balance Accountability • Record Uncollected Payments • Un-reimbursed assistance • Foster care or OJA • Calculate Interest • Returned warrants • Warrants Cancelled by Statute • Undistributed Funds • Over Payments • Case Financial Balance Adjustments • Federal and State Tax Offsets


June, 2003

Finance Job Profile Goal: Identify the parties, and determine what is owed to whom. Receive or Pull Case File What information is needed in the Case File? • Completed Applications (Child support and if applicable Public Assistance) • Signed Certified Copies of all Orders • Check for prior arrears comps in file to see where the figures come from • What uncollected payments have been made (payments not directly received by Oklahoma—paid

directly to the CP or to another state)? o Affidavit of Payments from CP o NCP proof of payments made to CP o Interstate documentation of payments made o Letter from CP giving credit for past payments o Any child support amounts credited per court order o Any balances credited as a result of a court order o CFPL screen print outs

• Old information about Public Assistance payments/records (e.g. BN1, BNO, PS2 system IV-A screens, etc.)

• Documentation of who has physical and legal custody • Emancipation Letter Review Case File • Read Order(s) - What is ordered by the court(s)?

o Does this order belong in my office? o What support is ordered and who is ordered to pay it? § Child Support/Interest

• Total Current Child Support Includes: o Current Child Support Amount and effective date, emancipation date, frequency, who

is payer, payee(s) and children specified. Is it per child/all order? Does Seasonal support or Abatement exist?

o Medical Support Amount and effective date, emancipation date, frequency, who is payer and payee(s). Is it per child/all order? Does Seasonal support or Abatement exist? (If no medical support ordered, complete finance updates and pass file to establishment to modify order)

o Day Care Support Amount and effective date, emancipation date, frequency, who is payer and payee(s). Is it per child/all order? Does Seasonal support or Abatement exist?

o If order does not specify a due date, then due date is the last day of the month the order was granted.

• Adjudicated Judgment(s) for prior time periods. Includes:

o Monthly Judgment Payment Plan amount and effective date, frequency, who is payer and payee(s)

o Judgment Amount Ordered, totals and time periods (from and to), who is payor and payee(s)-- includes child support, and may include medical, and daycare.


June, 2003

o Other fees (interest not charged, genetic testing, attorney fees, court expenses), amount and effective date, frequency, who is payor and payee(s)

o Determine multiple judgment financial balance case types • Spousal Support includes:

o Monthly payment plan amount, effective date, frequency, who is payor and payee. o Total amount ordered and time periods (from and to) o Does not accrue interest

• Identify and update OSIS information on factors that affect distribution of money: § Determine Case Status (IV-D status). § Determine current case type. Is case non-public assistance (private) or is public assistance

involved: e.g. IV-A, IVE, non-IVE, OJA, Disability? • If public assistance, determine if all cases (IV-A, IVE, non-IVE, Disability, OJA,

DHS/DDSD case type) have been cross referenced (CSRL screen) § CP factors -Verify and update appropriately:

• How many CPs are involved in this case? (check PS2 e.g. CM, CMM, EF screens, EB screens, BN screens; OSIS e.g. CSML CCPI/U/A screens). If there are multiple CPs then build separate obligations for each CP who has a balance.

• Verify CP address (e.g. OSIS: ASA, ADA/U/B, CCPA, etc) • Check for multiple DCN/SSN numbers (e.g. OSIS: PY, FD, DCHG, USN, FCR, etc) • Is CP instate/interstate or multiple interstate? (e.g. OSIS CSML/REFI screens) • CP’s current Types of Households (4 types) (e.g. OSIS CSML, CHU, CPTPHI screens) • Is appropriate CP current custody linked to appropriate child(ren)? (e.g. OSIS CSML,

CHU screens) • Prior CP and child custody time periods (e.g. OSIS CHI/U/A, CSCPI/U screens) • Is CP receiving or has received public assistance? (PS2 screens)

o Appropriate IV-A reference case person ID linked to the appropriate IV-D reference case person ID (Using the most recent IV-A reference case person ID) (e.g. OSIS CCPI/U/A screens)

o Dates and amount received CP received public assistance (PS2 screens, microfiche) • If CP on special medical, update CSML case type to M (e.g. OSIS CSML/CHU/I/A

screens) § Child factors -Verify and update appropriately:

• Are all appropriate children listed? (e.g. OSIS CHI/U/A, CSML screens) • Appropriate legal status for all children (e.g. OSIS CHI/U/A, CSML screens) • Correct current child(ren)’s case type of the case (15+ types) (e.g. OSIS CHI/U, CSML

screens) • Correct prior child(ren)’s case type (e.g. OSIS CHI/U, CSML screens) • Are or have the children been in foster care, OJA or in DHS/DDSD? Need time period and

amounts. (PS2 screens) o If children are in IVE or non-IVE foster care, is DHS custody linked to the children

and current case type is F or E (e.g. AS400; PS2; OSIS CHI/U/A, CSML, CSCPI/U screens)

o If children are in IVE or non-IVE foster care relative placement, current case type is P. Will need to build obligation for relative with correct CP sequence. (e.g. OSIS CSML, CHI/U/A, OBLE/N/U/C screens; PS2 screens)

o If children are in OJA, make sure CP is built as OJA, current case type is P, and make sure addresses are updated correctly. Will need to build obligation for OJA with correct CP sequence. (e.g. PS2; OSIS ASA, ADA/U, CCPA/I/U, CHI/U/A, CSML, CSCPI/U)


June, 2003

o If children are in DHS/DDSD, make sure CP is built as DHS/DDSD current case type is M, and make sure addresses is updated correctly with the child(ren)’s name(s). Will need to build obligation for DHS/DDSD with correct CP sequence. (e.g. PS2; OSIS ASA, ADA/U, CCPA/I/U, CHI/U/A, CSML, CSCPI/U)

• Are children included in public assistance grant (i.e. TANF) or disabled? (PS2 screens) § NCP factors -Verify and update appropriately:

• Does NCP have physical or legal custody and time periods? (e.g. PS2 screens) • Is NCP is receiving Public Assistance? (e.g. PS2 screens) • Verify NCP address (e.g. OSIS: ASA, ADA/U/B, CCPA, etc) • Check for multiple DCN/SSN numbers (e.g. OSIS: PY, FD, DCHG, USN, FCR, etc)

Record Uncollected Payments (CFPA)

o The CFPA command is used to create a CFPL (List ) for documentation of uncollected payments credited to the NCP by CP affidavit, letter, or receipts not processed by CSED distribution unit.

Arrears Computations (On arrears comp form)

o Read order(s) (See Review Case File section above) o Compare issuances on KI1 screens to CFRR screens for cancelled by statute and returned warrants o Include pertinent notes information on arrears comp form § Party information (CP, NCP, Child name and DOB, Case Number, OAH, last date of payment

received, beginning and ending date of current support, etc) § List pertinent order(s) to include effective date, seasonal, abatement, amounts, frequency,

per/all order, and emancipation date. § List judgment(s) to include time periods and amounts by case type § List any fees (e.g. genetic testing, etc) § List any other relevant information that affects money owed

o Check PS2 screens to review timelines for receipt of public assistance o Input judgment amounts from court orders (i.e. private, state or assigned) o Input child support by month due in appropriate categories (i.e. private, state or assigned) based on

rules of assignment o Input receipts by month from CFRRP, CFRB/X, KR20 TC/TN/TP/TF#, CFPL, and CP Affidavit

of payments o Check UNDL o Input interest payments o Calculate how much has been paid and ownership of balances o Recalculate to display interest accrual o Verify that payment total distribution on arrears comp matches distribution from payment records

(CFRRP, CFRB/X, KR20 TC/TN/TP/TF#, CFPL, and CP Affidavit of payments) o Verify that proper distribution hierarchy was followed and make adjustments as needed o Verify that balances on system (BVD) match balances on arrears comp o Verify that interest balances on OSIS system match interest balances on arrears comp o Print arrears comp form, sign, and file

Build or Update Obligation

o Check Obligation list screen (OBL) for number of obligations that are pended or completed, and if completed: active/concurrent or terminated? § If there is a pended obligation, then create a new obligation or modification (OBLN screen)


June, 2003

§ If there are no obligations listed, create an obligation from an existing order (i.e. divorce decree or other district court order) using OBLE screen

§ If there are completed obligations, update existing obligations using OBLU screen § If there are multiple CPs, decide if you need to create multiple obligations by creating a copy

of an existing obligation using OBLC or by using OBLE/N screen o Add or update the information in the obligation fields from the orders and ensure data are correct § Obligation sequence (obligation sequence number) § Obligation type (type of obligation, 1 digit code: T, B, P, O) § Order type (type of order, 1 digit code: D=divorce, S=married/separated, P=paternity) § Procedural type (type of procedure, 1 digit code: e.g. A=administrative or J=judicial or

R=registration of foreign support order) § EPS field (Emancipation pro-ration suppression, 1 digit code: blank or S or N)

• EPS field should be blank ( ) at all times except should be suppressed (S) when you have o Two or more children, o Current support is owed on each child, o Each child is with a different custodial parent and o the order is an all-aggregate order. o When one child emancipates, remove the EPS suppression code (S) o If the EPS field has a suppression code (N), remove the N--the number of children on

the first page has to match the number of children on the child’s page(s) to remove the N.

o If not filled in correctly, current support will not post correctly. § Plaintiff field (full legal name of plaintiff) § CP sequence (custodial parent sequence number) Affects PRWORA distribution/CP

balances/judgment and arrears balances. § Modification sequence (modification sequence number) § Defendant fields (full legal name of defendant) § Court date (date that original hearing was held (MMDDYY)--should not change unless order

is modified) § More judgment fields (Y/N if Y there are more than four judgments and you must use F8 to

view the next screen for judgment continuations) § Order number fields (District count number) § Legal order date (date legal order signed) Date that original order was signed (MMDDYY)--

should not change unless order is modified. § Admin order (administrative court order number) § Date signed (date order signed) Date that original order was signed (MMDDYY)--should not

change unless order is modified. Important for performance measures, document generator (DOCGEN), and 30 month review and adjustment letters.

§ OK county number (2 digit code, 01-77). County number and county portion of FIPS code must agree.

§ Legal county name (county name) § Foreign order registration date (date foreign order registered) § City (name of city) § State (two digit post office abbreviation) § FIPS (state, county, county sequence code for the controlling order) County number and

county portion of FIPS code must agree. If state portion of FIPS code=40, then interest will automatically be calculated, else flag must be updated to charge interest.


June, 2003

§ IRSEQ (interstate referral sequence, 3 digit code: 001, 002, etc) Needs to be linked to the interstate referral screens (REFU/I screens) If not linked appropriately money will default to undistributed—will affect performance measures.

§ Interstate referral type (type of interstate referral, 1 digit code: O=outgoing or I=incoming) Needs to be linked to the interstate referral screens (REFU/I screens) If not linked appropriately money will default to undistributed—will affect performance measures.

§ IA? (Income assignment, 1 digit code: D, Y, O or N) Income assignment will be automatically generated if the code if Y, O, or N, but will not generate if the code is a D. If it is a Y or O money will distribute from an income assignment, but if it is N or D, money will default to undistributed—will affect performance measures.

§ IA MO JG (Income assignment monthly judgment payment plan, amount of payment with two decimal places) Should never be blank unless there is no judgment (even if the judgment is paid in full). The income assignment will pull from this field on all obligations to collect on arrears and/or interest. If a judgment is owed to multiple CPs, you may need to split judgment payment plan between the multiple obligations for different time periods.

§ Order verification date (date obligation was build entered or modified, MMDDYY) § Order status (status of the order, 1 digit code – important for performance measures. § Pend issuance indicator (Not used) § Support Ordered Indicator (Y/N) § Medical Ordered (see medical ordered indicators to determine status of payor) – important

for performance measures. § Total Monthly Support (Current monthly support plus judgment payment) § Per child/All Order (P or A indicator) § Number of Children § Total Current Support (Current support only) § Termination Reason (Interstate cases only) § Date (termination reason date) § Other (Other termination reason) § Arrearages Verified (V/I indicator) § Spousal Support (Monthly spousal support amount) § Judgment Type (State, Assigned, Private, Genetic Testing fees or Interstate) § Effective Date (Date judgment becomes due) § Total (Total amount for the judgment) § Per (Frequency of payment; monthly, total, bi-weekly,etc.) § From date (Beginning of adjudicated period) § To date (End of adjudicated period) Obligation: Screen Two § Obligation sequence number § Child Name § Child sequence § Included in this order? (Y/N) § Absent Parent Legal Status § Legal Status Date (Date the current legal status of child became effective) – must be updated

– important for performance measures. § Effective Date (Date current support becomes effective per order) § Amount (Current support) § Per (Frequency of payment) § From (Beginning date current support is ordered)


June, 2003

§ To (date of child’s 18th birthday or graduation, not to exceed age 19) § Child Support (amount due per month, weekly, etc.) § Seasonal (amount - used for support abatement periods) § Medical (Medical Support payments in addition to current support) – rarely used § Other (Used for any amounts other than child support and medical payments) – rarely used

Calculate Un-Reimbursed Assistance

o Calculate IV-D Total Expenditures § Identify AFDC expended (BN1 and BNO screens) § If TANF case was open prior to BNO screen, request microfiche (PS2 screens) § Read and correct microfiche (remove duplicate warrants and reduce monthly expenditure) § Identify disregards—current support payments (up to $50 per mo nth) issued to CP while on

assistance prior to Sept 1996 (KI1 C#, KI1 TC# screens) o Calculate Total Collections § Identify money paid to state by NCP(s) and retained by state

• For payments retained 1992 through current date, check CFRR screen • For payments retained prior to 1992, check KR20 TC# screen

o Calculate URA Balance – Total balance to be retained by state § = Total Expenditures minus Total Collections

Also see sample worksheet “What is URA?”


June, 2003

WHAT IS URA? (Un-Reimbursed public Assistance)

URA is the cumulative amount of assistance paid to a family for all months, which has not been repaid by assigned support collections. The total amount of un-reimbursed assistance a state may recover through the IV-D program is limited by the total amount of the assigned support obligations.

SAMPLE WORKSHEET FOR DETERMINING URA Date: C# Calculation Thru: A. EXPENDITURES AFDC Expended / BN1 $0.00 AFDC Expended / BNO $0.00 AFDC Expended prior to BNO $0.00 Based on Microfiche

**KI1 C# $0.00 Thru 09/96 **KI1 TC#...A $0.00 **KI1 TC#...B Total Expended $0.00 B. COLLECTIONS CFRR Totals "C" & "D" (NCP #1) $0.00 -FGN # CFRR Totals "C" & "D" (NCP #2) $0.00 -FGN # CFRR Totals "C" & "D" (NCP #3) $0.00 -FGN # KR20 TC#....A $0.00 KR20 TC#....B $0.00 Total Collections $0.00 Total AFDC Expended $0.00 Less Total Collections $0.00 URA Balance $0.00 **KI1 screens will include both $50D's and escrow issuances. You will need to count all warrants on this screen in your computations.


June, 2003

Returned Warrants

o Check AS400 screens for list of returned warrants (warrants that have been returned because of bad payee address) § Review ASA for new verified address, if none, do manual locate (from CP, manual locate,

PML, etc), update address verification date and source, then use resolution indicators screen to input correct address and reissue warrant.

§ If CP can not be located, refund to NCP or transfer to state balances Calculate Interest

o By state statute, interest accrues on current child support arrears, and child support judgements at a rate of 10% per annum from the point in time the debt was in incurred.

o Genetic testing fees, spousal support and attorney fees are exempt from interest. o The following screens are used to review and adjust interest: INTQ, INTADJ, INTN, INTN1.

Foster Care or OJA

• Identify child welfare IV-E or non IV-E case custody of children (OSIS, PS2 screens) • Determine IV-E or non IV-E Case Status (OSIS, AS400 screens). • Determine if all IV-A, IV-E, non-IV-E, OJA, Disability cases have been cross referenced, • Update custody time periods on CSCPU screen – If there are multiple CPs, build additional

obligations as needed for each custody time period. • Update ADU 20 with Address for distribution of payments

Warrants Cancelled by Statute

o Determine if warrant is cancelled by statute (KI1 screen) o Determine if warrant should be: reissued, refunded to NCP or transferred to state balances § If warrant will be reissued to CP: Send CP Affidavit of Lost or Destroyed Warrant to be

notarized and returned to state office for reissue. § If warrant is to be refunded or transferred, notify state office (PNDL screen)

Undistributed Funds (UNDL)

o Review alpha list of undistributed funds in local office (UNDO screen) o Select case for review o Determine if there are any balances or current support owed (CRSF screen) § If no balances are owed to state or CP, resolve UNDL to interest or refund to NCP § Balances owed to state or CP: Determine reason funds have not distributed (e.g. at risk URA,

excess) • Check income assignment IA deletion date on CSEA screen – Must be six zeros

(00/00/00) to distribute • Check balance verification date

o If no BVD, prepare arrears computation for case distribution and interest calculation, then add BVD date and adjustments as needed.

• Check CFFBI screen for correct case type, and credit balances. o Resolve UNDL § Use CFR command to distribute UNDL directly to case § Notify state office to release funds. Use UNDR command with resolution indicator (R, T) and

CFN note.


June, 2003

Balance Accountability o Read support orders o Was the obligation(s) built correctly? § Were all court dates, effective, and signature dates entered correctly? § Was judgement distributed correctly? § Were from-to dates on child page entered correctly? § Was current monthly support entered correctly for each child?

o Prepare complete arrearage computation. § Was monthly child support distributed correctly? § Were payments distributed correctly?

o Correct CHU case types and time frame if needed. o Make appropriate adjustments and transfers for correct balances per arrearage computation o Update CSCU screen with balance verification date (BVD)

Over Payments

o Identified via arrears computation, verbal request from CP or NCP with receipt documentation of direct payments, etc.

o Submit request to State Office Overpayment Unit to pursue CP for overpayment due to: § Bad debt--Money issued to CP that does not belong to that CP § Erroneous overpayment. – Money issued to CP in error § Wrongfully retained support –- CP retained payments while on public assistance

Case Financial Balance Adjustments--Adjust balances per arrears computation, CP affidavit, NCP receipts, interstate payment history, etc.

o Adjust monthly due (CFAD screen) o Adjust arrears (CFAR screen) o Adjust judgement amount (CFAJ screen)

Federal and State Tax Offsets

o Federal offsets will be applied to state balances first, then private arrears, genetic tests, interest (Can not be applied to current support).

o State offsets will be applied according to Family First hierarchy: private balances are paid first, state balances, then interest owed.

PRWORA Distribution

o Funds should be distributed as mandated by Federal regulation (Personal Responsibility Work Reconciliation Act) distribution hierarchy.

o Finance workers should have a thorough understanding of PRWORA distribution buckets.


June, 2003

CSS Survey: Tasks The tasks for finance rated on average as extremely or very important were:

• Enter adjustments. • Enter data on OSIS to build and update obligation. • Read Order(s) to determine the amount, duration, and payor of support obligation. • Prepare and update arrearage computations/record of payments. • Record information in case log. • Identify and update OSIS information on factors that affect distribution of money. • Complete Balance Accountability. • Calculate Un-reimbursed Assistance. • Manually review Undistributed Payments. • Calculate interest. • Knows what information is needed in the case file for finance. • Submit State Office requests for adjustments: bad debt, erroneous overpayment, transferred

payments, or detainment of direct payments by CP. • Calculate prior support due.

The most time consuming tasks for finance (2% or more of time spent on task) were:

• Enter data on OSIS to build and update obligation. (11%) • Prepare and update arrearage computations/record of payments. (8.3%) • Enter adjustments. (7.9%) • Complete Balance Accountability. (6%) • Calculate interest. (5.3%) • Calculate prior support due. (4.8%) • Calculate Un-reimbursed Assistance. (4.2%) • Manually review Undistributed Payments. (4.2%) • Identify and update OSIS information on factors that affect distribution of money. (4.2%) • Read Order(s) to determine the amount, duration, and payor of support obligation. (3.7%) • Submit State Office requests for adjustments: bad debt, erroneous overpayment, transferred

payments, or detainment of direct payments by CP. (3%) • Record information in case log. (2.6%) • Close case if criteria are met for case closure. (2%)

See Appendix K for ratings of importance and amount of time spent on tasks for finance.


June, 2003

Fourteen tasks were rated as very important or as consuming 2% or more of finance specialists’ time. Finance specialists indicated they spend about 11% of their time building obligations in OSIS, a little over 8% of their time preparing arrearage computations and almost 8% of their time entering adjustments. They rated “entering adjustments” as their most important task followed by building obligations and reading orders. Only one task rated on average as moderately important was rated as taking on average 2% or more of finance specialists’ time.

CSS Survey: Knowledge and Skills The following knowledge and skills received an average rating of very important for finance. See Appendix K for knowledge and skills ratings for finance. Professional Behavior


• Knowledge of which situations must be handled by an Attorney.

Task Ran

k Import-ance R

ank % of

Time



Read Order(s) to determine the amount, duration, and payer of support obligation. 2.5 3.69 10 3.73


4 3.65 2 8.31

Complete Balance Accountability. 6 3.54 4 6.00

Identify and update OSIS information on factors that affect distribution of money.

6 3.54 9 4.15


Calculate Unreimbursed Assistance. 8.5 3.46 7.5 4.19

Manually review Undistributed Payments. 8.5 3.46 7.5 4.19

Calculate interest. 10 3.42 5 5.31

Knows what information is needed in the case file for finance. 11 3.38 15 1.54

Submit State Office requests for adjustments 12 3.27 11 2.96



0 5 10 15

Importance% of Time


June, 2003


Analytical Skills:

• Attention to detail, accuracy, meticulous, thoroughness. • Able to read and derive information from court orders. • Able to compile and evaluate relevant information from various sources, make connections

between information, and determine appropriate actions. • Knowledge of applied accounting procedures as it relates to CS procedures. Comfortable working

with numbers. Child Support Knowledge



Computer Skills

• Proficient at entering data into OSIS. • Able to effectively search the InfoNet, the Internet, OSIS and IVA system to find information. • Can use formulas in MS Excel to calculate arrears, interest, etc.

Legal

• Knowledge of legal process and terminology. • Knowledge of federal law, Oklahoma Child Support Enforcement policy, state statute, and DHS

policy. Able to use information to prepare appropriate pleadings and take appropriate action. Organization Skills

• Able to manage high volume case load. • Organizational Skills (a system of organizing and prioritizing tasks) and time management. • Knowledge of where to find specifics on how to do a task and which information resources are the

most efficient. Personal Attributes

• Desire to help children. • Able to work well in stressful situations and not take your work home with you. • Willing to seek information/assistance from co-workers. • Confidence in ability to do your job.

Job Shadowing Summary OSIS was used extensively by the three finance specialists who were shadowed. Deciding what to do with undistributed payme nts involved knowing where in OSIS to look for the information needed to decide to whom the money should be distributed. Finance specialists looked at receipts, obligations, record of payments, and interest screens. All three used an e-mail template to e-mail the state office with instructions on what to do with undistributed funds.


June, 2003

Building and updating obligations also involve extensive use of OSIS. One finance specialist researched dates of service, linked child support case to the TANF case and updated dates of service in OSIS. The finance specialist reviewed the order. No affidavit of payments was found in case file, so the finance specialist updated Word templates for the cover letter and affidavit of payments to reflect the correct customer information and specified the time period from the divorce decree date to the current date. Prior to sending the affidavit of payments, the finance specialist checked PS2 and found new address for CP, updated the address in OSIS and then printed the documents, signed and mailed. All three finance specialists used an automated Excel spreadsheet to generate arrearage computations (AC). After reading the order, locating the record of payments, and printing the OSIS receipts screen, the specialist supplied the information requested by the Excel AC spreadsheet. The spreadsheet macro then generated the AC. The specialist then updated payments made, TANF owed, checked the balances, updated the obligation in OSIS, printed the AC, signed and had the AC notarized. There was usually some time delay between updating the OSIS obligation and in OSIS displaying the updated information. Specialists generally had to check OSIS several times to verify that the data was updated correctly. The case file was typically then routed to enforcement. All three finance specialists used functionality of Excel to drag a range of cell and fill in values. One used Alt tab key combination to toggle between OSIS and Excel to enter payments rather than printing the OSIS screen. Return warrant: The specialist checked PS2 and found new address for CP, then used e-mail template to e-mail central office to mail checks to new address. Case closure. CP requested case closure. Finance worker checked to make sure no TANF money was owed and then closed case. Finance specialists interacted via phone with custodial parents in response to CARE messages. One specialist handled several walk-in customers. This involved interviewing the customer to determine what was needed, then checking the case log and other OSIS screens (e.g. receipts), as well as the case file to answer the customer’s questions.


June, 2003

Enforcement Job Area

Review Case File

Choose/Implement appropriate enforcement

action(s)

Modification (if needed)

• Income Assignment • Unemployment Benefits • Federal Offset • State Tax Offset • FIDM • Credit Bureau • Passport

Automated Processes

Manual

Processes

Prepare legal pleadings

File pleadings with court

Obtain service on NCP

Hold settlement conference

Hearing if needed

Order(s) entered by court

Locate (if needed)

Monitor case and take additional

action(s) as needed


June, 2003

Enforcement Job Profile Goal: Enforce compliance with child support orders Many automated remedies are initiated after the order is entered by finance, such as income withholding, before manual processes are begun. Oklahoma instate cases Receive case file (has application and hopefully orders) Compile Information on Case: ECE - Enforcement Case Evaluation (Ideal Process) • review case, • complete ECE form (Most information in OSIS), and • figure out what needs to happen with the case

• what type of case is it? • Non-Public Assistance Case • Medical (determine if CP needs full service or medical only case) • Public Assistance (TANF) • Both PA and Non-PA

• check court docket for orders on the case • request copies of orders (custody or support or modification) if needed • check OSIS for child welfare case custody of kids (what court has power over child support order)

• State custody - Juvenile court supercedes other court orders for the specified child(ren). • CP Custody • Family Placement (Foster care

• Throughout process: Monitor case and close case if criteria are met for case closure Modification (as needed) • Prepare legal pleadings to modify order. e.g.

• Motion to modify an existing order (that does not currently include support) • Order/Notice of Hearing • Subpoena financial, child care and insurance documents






June, 2003

• Settlement conference – Speak with CP and NCP prior to court to attempt to get agreement on specifics of arrears and support, if agreement reached, prepare order, obtain signatures and present for filing and present order to judge for signature and filing of document with court • If no settlement agreement reached, Appear in Court


• NCP acknowledges new support obligation and order is entered • NCP does not acknowledge new support and hearing is held

Initiate Appropriate Enforcement Action(s) (From ACTIONS AVAILABLE FOR NON-PAYMENT OF SUPPORT Poster S01089 OKDHS) DEPRIVATION OF PROPERTY Annual notice • Yearly notification to parents of current and back support obligation. (may notify parties that 25% of

current support amount will be withheld as payment on past due support). • Is generally the first course of action: how much NCP pays; to whom; starts legal process to obtain

payment plan for arrears; makes NCP responsible for notifying office of changes in address, provides statutory notices to parties.

Income Assignment • Automated and manual • Usage: Automated process runs all the time • Trigger: employment information is verified • Process: Income Assignment is mailed to employer. Manual processes are required at the present

time to initiate withholding that increases payment by 25% of current support to be applied to past due balances.

Unemployment Benefits • Automated process to begin 1/1/03 • Usage: When appropriate • Trigger: Received information that NCP is receiving unemployment • Process: Check FCRL and PIEX to search for NCP UIB. If found, send referral to STO. If NCP is

receiving UIB out of state Initiate process with that state CS agency Trans 1 or trans 3 UIFSA Federal Offset • Automated • Usage: Automated process runs all the time • Trigger: Tax offset - NCP is owes minimum balance of $150 TANF or $500 non-public assistance

case; verified social security number of NCP and support order entered. All other Federal money except VA Benefits - NCP has any balance due and is entitled to Federal money; Child must be under age 18 for non-public assistance balances on tax refund offset; can intercept for child and spousal support but not spousal support alone; cannot intercept federal taxes for costs such as genetic tests..

• Process: Automated system notifies federal government to intercept monies and send to State Disbursement Unit.

State Tax Offset • Automated • Usage: Automated process runs all the time; Usually results in yearly collection. • Trigger: NCP owes min balance of $50 and is entitled to a state Tax Refund • Process: Automated system notifies OTC to intercept refund and send to State Disbursement Unit.


June, 2003

FIDM • Automated and manual process • Usage: Automated process runs all the time • Trigger: Must have support order and be 3 months delinquent. • Automated Process: System generates a levy freezing all accounts that the NCP has access to, in 21

days sends balance to State Disbursement Unit. Levy effective for 60 days. • Manual Process is used for cases that do not meet the automated criteria. Review must be conducted

to determine if case meets criteria of support order and delinquency. No levy is required if there is full and timely compliance with a payment plan and the levy would be inappropriate under the circumstances.

Garnishment • Not Automa ted • Usage: Used to seize bank accounts, business accounts or other one-time seizures. (Used infrequently

as other remedies are more effective) • Trigger: when an income assignment is not feasible or possible. Self-Employed NCP or NCP that has

rental property • Process: Initiate court proceedings to adjudicate past due amount and garnish the judgment amount or

apply to court for continuing garnishment for monthly support. Worker's Compensation • Not Automated • Usage: When appropriate • Trigger: WCCL (by office or U#) and FCR shows that NCP has WC claim or NCP/CP/employer

provides lead • Process: Send income assignment to insurance carrier; file WC lien and Entry of Appearance (EOA)

form. May refer worker’s compensation collection to state office programs unit for assistance. Retirement Payments • Not Automated • Usage: When appropriate • Trigger: Lead from NCP/CP or information from FCRL and PIEX • Process: Initiate Income Assignment and/or contact Plan Administrator to determine specifics of any

QDRO needed to withhold and pay over. Bankruptcy Payments • Not Automated • Usage: When appropriate • Trigger: Receive notice of Proceedings from BR court or NCP/CP • Process: Automatic stay arises on filing of bankruptcy case. The stay prohibits taking action against

or asserting authority over property of the estate until discharge, dismissal or relief from the stay is granted. Post petition earnings are not property of the estate in a Chapter 7 but are property of the estate in a Chapter 13 bankruptcy. Visit with the CSE attorney to determine whether and to what extent an income assignment may remain in place based upon conversation with and practice of the trustee and bankruptcy court . Generally, the income withholding on current support and post-petition arrears may continue in a Chapter 7.

Probate • Not Automated • Usage: When appropriate • Trigger: NCP death, CP or relative lead • Process: Verify death, and probate and file lien in probate and against real property.


June, 2003

Appearance Bonds • Not Automated • Usage: When appropriate • Trigger: Bench warrant or body attachment to secure appearance at trial. Failure to appear in district

court proceeding • Process: File Bench Warrant with bond amount. Till Tap (Execution and Levy) • Not Automated • Usage: When appropriate • Trigger: Self Employed or works for tips; child support judgment. • Process: File the Application for Writ of Execution with the Court Clerk where judgment was

rendered. Writ of Execution is prepared based upon judgment specifying cash and checks to be removed from the cash register or safe. Order for Writ of Execution is signed by Dist Ct judge and filed with court clerk. Writ of Execution is to be issued by the Court Clerk. Writ may be executed by a bonded peace officer.

Liens against real property (Statement of Judgment) • Not Automated • Usage: All the time • Trigger: Update at any time when past due support is confirmed. • Process: File lien with county clerk in county where property is located. State Misdemeanor (Omitting to Provide) • Not Automated • Usage: After all child support agency exhausts all civil remedies • Trigger: If NCP is any amount behind (Since Sept 1993); still an order for ongoing support and child

is under 18; criminal charges are filed in the county where CP and child reside; • Process: Screen for above triggers and refer if appropriate to District Attorney of CP resident county. State Felony • Not Automated • Usage: After all child support agency exhausts all civil remedies • Trigger: Prior misdemeanor omitting to provide conviction; or 12 consecutive months non-payment

(since 9/94); or $5,000 in arrears (9/93); still an order for ongoing support and child is under 18; criminal charges are filed in the county where CP and child reside;

• Process: Screen for above triggers and refer if appropriate to District Attorney of CP resident county. State Felony – Interstate Flight • Not Automated • Usage: After all child support agency exhausts all civil remedies • Trigger: NCP moves out of state to avoid providing food, shelter, clothing, medical attendance • Process: Screen for above triggers and refer if appropriate to District Attorney of CP resident county. Federal Misdemeanor • Not Automated • Usage: After all child support agency exhausts all civil remedies • Trigger: NCP has willfully failed to pay support obligation and child lives in another state (NCP and

child not in same state); obligation remains unpaid for longer than one year or is greater than $5000. • Process: Screen for above triggers and refer if appropriate to Attorney General’s office Federal Felony • Not Automated • Usage: After all child support agency exhausts all civil remedies


June, 2003

• Trigger: NCP willfully failed to pay with respect to child living in another state and • NCP travels in interstate or foreign commerce with intent to evade support obligation, if obligation

unpaid for more than one year or is greater than $5000 OR • obligation has remained unpaid for longer than two years or is more than $10,000.

• Process: screen and refer to appropriate AG’s office Contempt • Not Automated • Usage: Used often; last resort, time intensive remedy. • Trigger: NCP has willfully failed to comply with a previous court order for child or medical support

and had knowledge of the order. • Process: Prepare legal documents and file in District Court DEPRIVATION OF RIGHTS & PRIVILEGES License Revocation • Not Automated • Usage: Frequent • Trigger: NCP is at least 90 days delinquent in child support or judgment payment and/or failure to

maintain medical insurance • Process: Prepare legal documents and file in administrative or District Court. Certificate of Title or License of Registration • Not Automated • Usage: • Trigger: • Process: The statutory cite (43 O.S. 139) on the Actions Available for Non-payment of Support

poster (S01089 OKDHS) relates to certificates of title for vessels and motors. It does not apply to cars and trucks as the statute is written.

Credit Bureau • Automated • Usage: All the time • Trigger: Open child support case, 2 months of child support owed or $1,000. • Process: totally automated-Information about past due amount is reported to credit bureaus Passport • Automated • Usage: frequent • Trigger: $5,000 in arrears • Process: totally automated Seek Work Order • Not Automated • Usage: Rarely • Trigger: NCP is unemployed or underemployed and is not in compliance with court order for support. • Process: File administrative action for the obligor to maintain gainful employment sufficient to meet

the support obligation Hold show cause hearing. If it is determined that the obligor is unemployed or under-employed or if the obligor fails to appear, an order will be entered which will require the obligor to participate in job-finding and job training programs and to accept available employment. Order can be docketed with the district court in county of residence of the obligor and can be enforced by contempt proceedings.


June, 2003

INTERSTATE Liberty State Felony – Interstate Flight • Not Automated • Usage: After all child support agency exhausts all civil remedies • Trigger: NCP moves out of state to avoid providing food, shelter, clothing, medical attendance • Process: Screen for above triggers and refer if appropriate to District Attorney of CP resident county. INTERSTATE Property & Money Uniform Interstate Family Support Act OUTGOING • Not Automated • Usage: Frequently and increasing • Trigger: NCP out of state • Process: Use appropriate long arm remedies if Oklahoma has jurisdiction. If Oklahoma does not

have jurisdiction, then initiate outgoing UIFSA transmittal. Administrative Enforcement OUTGOING • Not Automated • Usage: infrequent/undiscovered • Trigger: NCP has assets or receives benefits out of state • Process: Contact other jurisdiction to determine if they will accept a limited service transmittal for

FIDM, UIB, Worker’s Compensation, State Tax offset, Process of Service, or Liens. If yes, send UIFSA transmittal No. 3 and all needed documentation.

Uniform Interstate Family Support Act INCOMING • Not Automated • Usage: Frequently and increasing • Trigger: Receipt of out of state UIFSA transmittal • Process: Central Registry build case and forwards to appropriate district office. District office

provides all services as it would in an intrastate case. Administrative Enforcement INCOMING • Not Automated • Usage: infrequent • Trigger: Receipt of UIFSA transmittal No. 3 • Process: State Office Programs Unit builds and processes request for available FIDM, UIB, Worker’s

Compensation, State Tax offset, Process of Service, or Lien filing. Registration of Foreign Support Order • Not Automated • Usage: Frequently • Trigger: When you need to enforce an out of state order • Process: Register the order with a tribunal CSS Survey: Tasks The tasks for enforcement rated on average as extremely or very important were:

• Implement Income Assignment enforcement action. • Record information in case log. • Obtain service on NCP. • Read Order(s) to determine the amount, duration, and payor of support obligation.


June, 2003

• Determine next appropriate action with case. • Prepare and update arrearage computations/record of payments. • Acquire and update address and current employment information for NCP using manual locate

process. • Communicating verbally with parties. • Request copies of orders if needed. • Determine which order is the controlling order and determine who has CEJ. • Implement Unemployment Benefits enforcement action. • Implement Contempt enforcement action. • Implement License Revocation enforcement action. • Implement Worker's Compensation enforcement action. • Prepare and file legal pleadings to modify order with court. • Calculate current support according to current Oklahoma guidelines. • Knows what information is needed in the case file for finance. • Implement Annual Notice enforcement action.

The most time consuming tasks for enforcement (2% or more of time spent on task) were:

• Acquire and update address and current employment information for NCP using manual locate process. (6.4%)

• Communicating verbally with parties. (4.8%) • Determine next appropriate action with case. (4.5%) • Implement Income Assignment enforcement action. (4.4%) • Record information in case log. (4.4%) • Implement Contempt enforcement action. (4.1%) • Generate correspondence to parties. (3.6%) • Prepare and update arrearage computations/record of payments. (3.6%) • Implement Annual Notice enforcement action. (3.4%) • Prepare and file legal pleadings to modify order with court. (3.2%) • Read Order(s) to determine the amount, duration, and payor of support obligation. (3.1%) • Implement License Revocation enforcement action. (3.1%) • Calculate current support according to current Oklahoma guidelines. (2.9%) • Hold settlement conference. (2.8%) • Obtain service on NCP. (2.4%) • Calculate prior support due. (2.2%)

See Appendix L for ratings of importance and amount of time spent on tasks for enforcement.


June, 2003

Fifteen tasks were rated as very important or as consuming 2% or more of enforcement specialists’ time. Enforcement specialists indicated they spend about 6% of their time doing manual locate, nearly 5% communicating verbally with parties, and 4.5% of their time determining the next appropriate action with case. They rated recording information in case log as their most important task followed by obtaining service on NCP, and reading orders. Three tasks rated on average as moderately important were rated as taking on average 2% or more of enforcement specialists’ time.

CSS Survey: Enforcement Actions The enforcement actions rated as most important were income assignment, contempt, and unemployment benefits (See next page). The most time-consuming enforcement actions were income assignment, contempt, and annual notice (See next page).

0 2 4 6 8

Importance% of Time

Task

Ran

k Import-ance R

ank %

Time




3 3.44 8 3.13




6 3.20 1 6.38


Request copies of orders if needed. 7.5 3.18 20.5 0.95


9 3.16 16 1.49

Prepare and file legal pleadings to modify order with court. 10 3.15 7 3.18


Knows what information is needed in the case file for finance.

12 3.05 19 1.15





June, 2003

Enforcement Actions

Task Ran

k Import-ance R

ank %

Time

Implement Income Assignment enforcement action. 1 3.72 1 4.43

Implement Contempt enforcement action. 2.5 3.16 2 4.10

Implement Unemployment Benefits enforcement action. 2.5 3.16 7 1.30

Implement License Revocation enforcement action. 4.5 3.15 4 3.08

Implement Worker's Compensation enforcement action. 4.5 3.15 6 1.48

Implement Annual Notice enforcement action. 6 3.05 3 3.38

Implement Liens against real property (Statement of Judgment) enforcement action.

7 2.90 8 1.26

Implement Uniform Interstate Family Support Act enforcement action. 8 2.84 11 0.92

Implement Garnishment enforcement action. 9 2.82 13.5 0.51

Implement FIDM enforcement action. 10 2.80 5 1.67


11.5 2.75 10 1.13

Implement State Tax Offset enforcement action. 11.5 2.75 15 0.48

Implement Interstate Administrative Enforcement action.

13 2.74 9 1.15

Implement Federal Offset enforcement action. 14 2.44 16 0.44

Implement Bankruptcy Payments enforcement action. 15 2.34 13.5 0.51

Implement Certificate of Title or License of Registration enforcement action.

16 2.21 12 0.64

Implement Retirement Payments enforcement action. 17 2.10 20.5 0.25

Implement Credit Bureau enforcement action. 18 2.05 20.5 0.25

Implement Federal Felony enforcement action. 19 2.02 19 0.26

Implement Passport enforcement action. 20 1.98 23 0.18

Implement State Felony enforcement action. 21 1.97 22 0.20

Implement Probate enforcement action. 22 1.95 24.5 0.16

Implement State Misdemeanor (Omitting to Provide) enforcement action.

23 1.89 18 0.28

Implement Appearance Bonds enforcement action. 24 1.85 17 0.41


25 1.84 26 0.13

Implement Seek Work Order enforcement action. 26.5 1.79 24.5 0.16

Implement Federal Misdemeanor enforcement action. 26.5 1.79 28 0.08

Implement Till Tap (Execution and Levy) enforcement action.

28 1.69 27 0.10

0 2 4 6

Importance% of Time


June, 2003

CSS Survey: Knowledge and Skills The following knowledge and skills received an average rating of very important for enforcement. See Appendix L for knowledge and skills ratings for enforcement. Professional Behavior


• Knowledge of which situations must be handled by an Attorney. • Able to remain objective and represent interest of the State rather than the CP or NCP.

Analytical Skills:

• Able to read and derive information from court orders. • Attention to detail, accuracy, meticulous, thoroughness. • Able to compile and evaluate relevant information from various sources, make connections

between information, and determine appropriate actions. • Able to listen for pertinent information that could provide needed information.


• Understanding the overall Child Support Enforcement process • Knowledge of which remedies are the most efficient.

Communication and Interpersonal Skills:


• Able to interpret and communicate complex and technical information to non-technical people. • Writing skills for Generating correspondence to various audiences (e.g. CP, NCP, NCP attorney,

etc.). • Negotiation and settlement skills.

Computer Skills

• Proficient at entering data into OSIS. • Able to effectively search the InfoNet, the Internet, OSIS and IVA system to find information.

Organization Skills


Personal Attributes

• Able to work well in stressful situations and not take your work home with you. • Confidence in ability to do your job. • Willing to seek information/assistance from co-workers.


June, 2003

Job Shadowing Summary Four enforcement specialists in three child support enforcement offices were shadowed. In addition, one generalist was shadowed doing enforcement actions. Both district court and administrative court was observed. Administrative court: Most hearings involved annual notice, confirmation of arrears and setting new payment plans. License probation and revocation was used. The generalist had prepared the legal paperwork, added the case to the docket, and served the parties. On the day of administrative court, the generalist held the settlement conferences. During these conferences, the generalist explained to the parties the details of each case, the consequences of noncompliance with their obligation and negotiated a new payment plan for arrears. In one case the NCP’s drivers license had already been revoked and the temporary license revoked for noncompliance. In another case the NCP must make 36 payments on time or have their drivers license revoked. After the details were worked out with the parties, the generalist briefed the Assistant District Attorney on the case. The ADA then handled the administrative court proceedings. After the hearings, the generalist updated OSIS and prepared mail-outs to parties. District Court: The majority of actions were for contemp t. Arrearages were confirmed and new payment plans were set. The enforcement specialist had prepared the legal paperwork, added the case to the docket, and had served the NCP. Prior to the hearings, the enforcement specialist prepared a short summary of each case and briefed the managing attorney on each case. One last minute case came through and the enforcement specialist prepared a record of payments in an Excel spreadsheet, compared the total to OSIS, fixed the discrepancy in Excel, printed and notarized the record of payments. The specialist also prepared the summary of the case for the attorney. Upon arrival at the courthouse, several pre-hearing conferences were held. The Managing Attorney was the lead in explaining the details of the case, consequences on non-compliance to the NCP and obtaining an agreement for payment. The enforcement specialist and office manager were also present. In-office shadowing Income Assignment: The enforcement specialist reviewed the list of auto-generated income assignments and identified a case where the income assignment was already in place. The specialist e-mailed the state office to cancel the auto-generated income assignment for that case. FIDM has been automatically generated on NCP wife’s account. Wife says NCP is AWOL and the money in her account is all her money, not his CP says NCP is living with wife. Had attorney review and attorney says the FIDM is legal. NCP wife requests hearing. The enforcement specialist docketed the hearing, prepared notice of administrative hearing and sent copies via certified mail to NCP wife and CP. Added case log in OSIS to document what had transpired. The specialist reviewed another auto-generated FIDM. Checked OSIS for past due status and decided the FIDM was correct, then printed payment screen, stapled to FIDM, put in to be filed box, and added case log. Care Message: The enforcement specialist called CP who requested modification. The specialist generated the form needed, signed, printed envelope and mailed to CP. Added case log. Annual Notice: The enforcement specialist filled out the annual notice forms, printed, prepared certified mail and added case log to document action. Notice to Revoke License: The enforcement specialist reviewed the case file and listed details of orders. Checked OSIS against orders and updated legal information. Check OESC and FCR for employment


June, 2003

information. Made certified copy of administrative order and filed in district court. Checked address in OSIS, prepared notice to revoke license, completed request for hearing and affidavit of service. Printed documents, docketed case, made case log and routed to attorney for signature.


June, 2003

Interstate Job Area

Yes No

Incoming NCP in Oklahoma

CP out of state

Receive case from Central Registry

Outgoing CP in Oklahoma, NCP out of state

Review case

Request any needed information from

referring state

If not Oklahoma order, register order

with appropriate tribunal

Initiate appropriate process (e.g. Locate, Enforcement, etc)

Review case

If no existing support order

If existing support order

Can Oklahoma assert jurisdiction?

Initiate Outgoing Interstate

Identify controlling order and establish

CEJ

If Oklahoma has jurisdiction, initiate

Long Arm

If Long Arm fails

Prepare referral packet

Send referral packet to appropriate state

registry

Monitor case as needed


June, 2003

Interstate Job Profile Goal: Committee will e-mail me goal Outgoing – CP lives in Oklahoma, NCP out of state Incoming – NCP lives in Oklahoma, CP out of state Can be establishment (paternity and/or support order), enforcement or modification case Have to comply with UIFSA-Uniform Interstate Family Support Act and Code of Federal Regulations CSENet – nationwide electronic communications system – can receive or initiate a referral with participating states. May be a separate function or integrated into other functions Long arm is more expeditious and Oklahoma maintains control of the case (can use Oklahoma’s statutes, etc). Incoming Interstate Referrals Central Registry (State Office Function) receives referrals from initiating state (CSENet electronic and/or UIFSA paper forms) and within 10 working days of receipt must: • Completes initial case assessment of the referral packet for legal sufficiency • Completes case initiation processes • Notifies initiating state of receipt of case (acknowledgement) and assigned district office • Request any additional information needed from the initiating state • Routes case to appropriate District Office District Office • Receives referral • Reviews case, requests any needed information from initiating state, and decides appropriate routing

(locate, establishment, enforcement, modification, etc). Process is the same as Oklahoma cases except: If it is not an Oklahoma Order, register the order with the appropriate tribunal as applicable.

• Notify referring state and parties regarding case status and provide copies of pleadings and notices. Outgoing Referrals or Long Arm Process CP or DHS referral initiates case in Oklahoma Standard process (CI, locate, etc, except forms differ Same functions – Special rules Assess Case • Check for existing order(s) (check file, ask CP, call other state’s central registry, check FCR) • Throughout process: Monitor case and close case if criteria are met for case closure Establishment - If no paternity and/or support order • Can we assert our jurisdiction?

• Identify NCP contacts in Oklahoma (NCP ever lived or worked in state (OSIS PIEX screen), was child conceived here, is child living here at the directive of NCP, signed an Oklahoma paternity affidavit, military stationed here, owned property here, had driver’s license here, check FCR for


June, 2003

any information on parties, etc). If NCP has address in another state – may be outgoing interstate case

• If Oklahoma has jurisdiction attempt to use Long Arm • If Oklahoma doesn’t have jurisdiction or Long Arm attempt failed, use Outgoing Interstate

Enforcement - If we have a paternity/support order(s) • How many orders are there?

• One order • Do any of the parties live in the state that issued the order?

• Yes: the order is the controlling order and the issuing state has CEJ. • If Oklahoma order, then try long arm, if fails send referral to NCP state • If not an Oklahoma order, then send referral to NCP state for enforcement (Outgoing

Interstate) • No: The order is the controlling order, but no state has CEJ

• Same as above unless modification is needed. • More than one order

• Controlling Order Determination (See UIFSA – CEJ and Controlling Order Determination flow chart) • What states have issued orders? • Determine if any of the parties still live in any of those states • Determine who has CEJ or issue new order

• If Oklahoma has jurisdiction attempt to use Long Arm • If Oklahoma doesn’t have jurisdiction or Long Arm attempt failed, use Outgoing

Interstate Modification • For Modification determine CEJ

• Oklahoma has CEJ, then modify order • Oklahoma does not have CEJ, if party lives in issuing state, then that state will modify order. • If no one lives in issuing state, then no state has CEJ. Modify order in non-requesting party state

unless both parties agree in writing to allow another state to exercise jurisdiction. Long Arm: If Oklahoma has jurisdiction, attempt to use Long Arm • Use standard Oklahoma processes Outgoing Interstate : If Oklahoma doesn’t have jurisdiction or Long Arm attempt failed. • Prepare referral packet (federal forms) • Obtain any needed information/documents from CP and complete referral packet • Send referral packet to other state central registry (CSENet electronic and/or UIFSA paper forms)

Other state implements their processes. Minimal further involvement unless new information (10 days to notify other state) or other state requests something.

• if no status update received from responding state, after appropriate time has passed, follow up with other state for status update


June, 2003

CSS Survey: Tasks The tasks for interstate rated on average as extremely or very important were:

• Record information in case log. • Determine which order is the controlling order and determine who has CEJ. • Read Order(s) to determine the amount, duration, and payor of support obligation. • Determine if Oklahoma has jurisdiction for a case or can assert jurisdiction for an Interstate case. • Determine next appropriate action with case. • Prepare and update arrearage computations/record of payments. • Request copies of orders if needed. • Acquire and update address and current employment information for NCP using manual locate

process. • Communicating verbally with parties. • Generate correspondence to parties. • Implement Uniform Interstate Family Support Act enforcement action. • Review case to determine if paternity or support establishment is needed. • Notify referring state and parties regarding case status and provide copies of pleadings and

notices. • Close case if criteria are met for case closure. • Implement Registration of Foreign Support Order enforcement action with the appropriate

tribunal. • Prepare and send Outgoing Interstate referral packet to other state central registry. • Determine Case Status (IV-D status).

The most time consuming tasks for interstate (2% or more of time spent on task) were:

• Communicating verbally with parties. (9.9%) • Record information in case log. (8.6%) • Determine next appropriate action with case. (5.8%) • Prepare and update arrearage computations/record of payments. (5.1%) • Prepare and send Outgoing Interstate referral packet to other state central registry. (4.7%) • Implement Uniform Interstate Family Support Act enforcement action. (4.2%) • Generate correspondence to parties. (4%) • Determine if Oklahoma has jurisdiction for a case or can assert jurisdiction for an Interstate case.

(3.1%) • Determine which order is the controlling order and determine who has CEJ. (2.8%) • Notify referring state and parties regarding case status and provide copies of pleadings and

notices. (2.7%) • Read Order(s) to determine the amount, duration, and payor of support obligation. (2.2%) • Close case if criteria are met for case closure. (2.2%) • Request copies of orders if needed. (2%)

See Appendix M for ratings of importance and amount of time spent on tasks for interstate.


June, 2003

Seventeen tasks were rated as very important or as consuming 2% or more of interstate specialists’ time. Interstate specialists indicated they spend about 10% of their time communicating with parties, 8.6% of their time recording information in the case log and almost 8% of their time determining the next appropriate action on case. They rated recording information in case log as their most important task followed by determining which order is the controlling order and determining who has CEJ, followed by reading order(s) to determine the amount, duration, and payor of support obligation. No tasks rated as less than very important consumed more than 2% of interstate specialists’ time.

0 5 10 15

Importance% of Time

Task

Ran

k Import-ance R

ank %

Time



1.5 3.44 9 2.78


3.5 3.33 8 3.11


3.5 3.33 11.5 2.22



6 3.22 4 5.11


Communicating verbally with parties. 10 3.11 1 9.89

Implement Uniform Interstate Family Support Act enforcement action. 10 3.11 6 4.22




10 3.11 21 1.33

Prepare and send Outgoing Interstate referral packet to other state central registry.

15 3.00 5 4.67

Notify referring state and parties regarding case status and provide copies of pleadings and notices.

15 3.00 10 2.67

Close case if criteria are met for case closure. 15 3.00 11.5 2.22



15 3.00 17.5 1.56


June, 2003

CSS Survey: Knowledge and Skills The following knowledge and skills received an average rating of very important for interstate. See Appendix M for knowledge and skills ratings for interstate. Professional Behavior

• Knowledge of which situations must be handled by an attorney. • Able to remain objective and represent interest of the State rather than the CP or NCP. • Understanding and abiding by the expectations for professional behavior, to include understanding


Analytical Skills:

• Able to compile and evaluate relevant information from various sources, make connections between information, and determine appropriate actions.

• Attention to detail, accuracy, meticulous, thoroughness. • Able to read and derive information from court orders. • Able to listen for pertinent information that could provide needed information.


• Understanding the overall Child Support Enforcement process. • Knowledge of which remedies are the most efficient. • Knowledge of which documents and forms are required for Interstate referrals.

Communication and Interpersonal Skills:


• Approachable and at ease with people. Computer Skills

• Proficient at entering data into OSIS. • Proficient at using Microsoft Word.

Organization Skills


Personal Attributes

• Willing to seek information/assistance from co-workers. • Able to work well in stressful situations and not take your work home with you. • Confidence in ability to do your job.

Job Shadowing Summary Both incoming and outgoing interstate specialists were shadowed. Outgoing Interstate:


June, 2003

Received foreign order. Read order and built obligation. Checked for receipt of TANF. Used Excel with macros to create arrears comp/payment history. Went to MCSEA website to find information about how much interest the foreign state charges. Added payment history to OSIS. Checked OSIS multiple times to see if payments posted. Prepared affidavit of payments by modifying template in Word with specifics of customers’ case, printed. Set up a task in Outlook to generate reminder to check for receipt of affidavit of payments from customer. Updated case log to document actions. Checked CSENET and found message on new hearing. Generated letter to CP from Word template. Updated case log. Checked information on OSIS against CSENET to make sure both agreed. Received CARE message. Attempted to call CP. Left case log for CARE with information for CP. Case file from in-basket. AR is enforcing OK order. OK located potential address for NCP and notified AR via CSENET. Filed in monitoring cabinet. (Monitors every 60 days) Case file from in-basket. CP in TX. AP wants modification. Reviewed case to figure out what to do with it. CP opened private case but has not paid application fee or responded to letter. Closed case for non-cooperation. Updated OSIS and made case log. Phone call from worker in CA. CA will fax order and will mail certified copy. Received CARE message. Called CP and answered her questions. Added case log to document. Received CARE message. Called CP and answered her question. Added case log to document. New case: located NCP using FCR. Kansas provided copy of order. Read the order and needs date of separation. Generated affidavit of payments for CP and added question about separation date, printed and mailed. Set up a task in Outlook to generate reminder to check for receipt of affidavit of payments from customer. Added case log to document actions. Follow-up from task list: Requested case closure in OSIS. Set task to follow-up in 60 days to make sure OSIS closed case. Follow-up from task list: Looked to see if had received requested information from CP (TANF case). Had not received information from CP. Modified third request letter into fourth request for information letter, printed, mailed. Modified letter to CP’s TANF worker of fourth request for information from CP. Copy to file. Set Outlook reminder to follow-up in one month. Added case log to document actions. Incoming Interstate: Received administrative hearing modification of order. Updated OSIS. Mailed copy of order to foreign state. Printed wage assignment. Updated amounts since the order has to go to finance to update obligation. Added case log to document actions. Reviewed order. Identified two different amounts and start dates in order. Asked attorney how to proceed. Advised to call the judge. Called and left message for judge to check amounts and dates. Lien was in place on house, but arrears has been paid off. Located release lien document in OSIS. Provided information in response to OSIS prompts. Printed and had attorney sign. Put in district court basket


June, 2003

Reviewed case. Checked OESC, drivers license found, case log says NCP on disability. Left voice mail for NCP. Set Outlook task to check back in 30 days. Added case log to document actions. Filed case. Received fax regarding checks have been returned to state office. Printed warrant inquiry screen. Checked InfoNet Finance returned warrant inquiry to confirm. Walked to finance to reissue checks. Received faxed change of address. Checked OSIS. Found address already updated. Phoned customer to confirm receipt of fax. Added case log. Put fax in basket to be filed. Reviewed case file. Found drivers license information in file. Checked DPS drivers license information to make sure license has not been suspended. Used OSIS to generate annual notice. Provided information in response to OSIS prompts. Printed. Updated hearing OSIS screen. E-mailed to get hearing on docket. Checked network folder to make sure attorney will be in on hearing day. Used OSIS to generate NOI. Provided information in response to OSIS prompts. Printed. Picked up printouts. Pulled order to make copies for registration. Organized and put in attorney’s basket for review.


June, 2003

Generalist Job Area Generalist Job Profile Generalists perform tasks in more than one job area. See job area profiles for specifics. CSS Survey: Tasks The tasks for generalists rated on average as extremely or very important were:

• Record information in case log. • Read Order(s) to determine the amount, duration, and payor of support obligation. • Determine next appropriate action with case. • Obtain service on NCP. • Complete Balance Accountability. • Identify and update OSIS information on factors that affect distribution of money.

The most time consuming tasks for generalists (2% or more of time spent on task) were:

• Complete Balance Accountability. (3.9%) • Record information in case log. (3.8%) • Verify accuracy of absent parent (NCP) legal status for all children. (3.4%) • Prepare and update arrearage computations/record of payments. (3.4%) • Prepare and file legal pleadings to establish support with court. (3.3%) • Enter data on OSIS to build and update obligation. (3.1%) • Determine next appropriate action with case. (3%) • Prepare and file legal pleadings to establish paternity with court. (2.8%) • Calculate current support according to current Oklahoma guidelines. (2.6%) • Communicating verbally with parties. (2.6%) • Obtain service on NCP. (2.6%) • Implement Contempt enforcement action. (2.4%) • Calculate Un-reimbursed Assistance. (2.2%) • Check court docket for orders on the case. (2.2%) • Read Order(s) to determine the amount, duration, and payor of support obligation. (2.1%) • Identify and update OSIS information on factors that affect distribution of money. (2.1%) • Calculate prior support due. (2.1%) • Generate correspondence to parties. (2.1%) • Enter adjustments. (2.1%) • Acquire and update address and current employment information for NCP using manual locate

process. (2%) See Appendix N for ratings of importance and amount of time spent on tasks for generalists.


June, 2003

Twenty tasks were rated as very important or as consuming 2% or more of generalists’ time. Generalists indicated they spend about four percent of their time completing balance accountability, almost four percent of their time recording information in the case log and a little over three percent of their time verifying the accuracy of absent parent legal status. They rated recording information in case log as their most important task followed by reading order(s) to determine the amount, duration, and payor of support obligation, followed by determining next appropriate action with case. Fourteen tasks rated on average as moderately important were rated as taking on average 2% or more of generalists’ time. Task

Ran

k Import-ance R

ank %

Time


Read Order(s) to determine the amount, duration, and payer of support obligation. 2 3.29 15.5 2.14



Complete Balance Accountability. 5.5 3.07 1 3.93

Identify and update OSIS information on factors that affect distribution of money. 5.5 3.07 15.5 2.14


9.5 2.93 4 3.36



9.5 2.93 9.5 2.64

Prepare and file legal pleadings to establish support with court. 13.5 2.86 5 3.29

Prepare and file legal pleadings to establish paternity with court.

16 2.79 8 2.79


Implement Contempt enforcement action. 20 2.71 12 2.36

Calculate Unreimbursed Assistance. 20 2.71 13.5 2.21



26 2.64 3 3.43

Communicating verbally with parties. 26 2.64 9.5 2.64

Check court docket for orders on the case. 26 2.64 13.5 2.21



32 2.57 20 2.00

0 2 4 6

Importance% of Time


June, 2003

CSS Survey: Knowledge and Skills The following knowledge and skills received an average rating of very important for generalists. See Appendix N for knowledge and skills ratings for generalists. Professional Behavior

• Knowledge of which situations must be handled by an Attorney. • Understanding and abiding by the expectations for professional behavior, to include understanding



Analytical Skills:

• Attention to detail, accuracy, meticulous, thoroughness. • Able to read and derive information from court orders. • Able to compile and evaluate relevant information from various sources, make connections

between information, and determine appropriate actions. • Knowledge of applied accounting procedures as it relates to CS procedures. Comfortable working

with numbers. • Able to listen for pertinent information that could provide needed information.



• Able to communicate with and interview parties and state entities to obtain information and desired results. Able to keep conversations focused, maintain control of the situation, and redirect focus when needed..

Computer Skills

• Proficient at entering data into OSIS. Legal

• Knowledge of federal law, Oklahoma Child Support Enforcement policy, state statute, and DHS policy. Able to use information to prepare appropriate pleadings and take appropriate action.

• Knowledge of legal process and terminology. Organization Skills


Personal Attributes

• Able to work well in stressful situations and not take your work home with you. • Willing to seek information/assistance from co-workers. • Confidence in ability to do your job. • Desire to help children.


June, 2003

Job Shadowing Summary One generalist was shadowed during a day in which administrative court was held. Most hearings involved establishing paternity, annual notice, confirmation of arrears and setting new payment plans. License probation and revocation was used. The generalist had prepared the legal paperwork, added the case to the docket, and served the parties. On the day of administrative court, the enforcement specialist held the settlement conferences. During these conferences, the generalist explained to the parties the details of each case, the consequences of noncompliance with their obligation and negotiated a new payment plan for arrears. In one case the NCP’s drivers license had already been revoked and the temporary license revoked for noncompliance. In another case the NCP must make 36 payments on time or have their drivers license revoked. After the details were worked out with the parties, the generalist briefed the Assistant District Attorney on the case. The DA then handled the administrative court proceedings. After the hearings, the generalist updated OSIS and prepared mail-outs to parties.


June, 2003


June, 2003

Appendices


June, 2003

Appendix A. Child Support Enforcement Specialist Job Areas Job Area Goal Case Initiation Information is collected, any additional information is requested, and

paperwork completed to open the case within the time prescribed by federal guidelines. Make sure information is consistent.

Locate Locate the parents and their assets and employer(s). Establishment Establish paternity and obtain a court order for child support and/or medical

support. Paternity Establishing paternity Support order Obtaining an order for child and/or medical support

NOSO or NOSD (Notice of Support Debt) used. Enforcement Enforce child support and/or medical orders

Modification Changing an existing order Income assignment Withholding income from NCP for support FIDM (Financial institution data match) Freeze and seize bank accounts from NCP for support. Contempts Quasi criminal action that is a civil remedy (Can go to jail for not complying

with court order) Annual notice Yearly notification to parents of current and back support obligation. (may

change up to 25%) Bench warrants Authority to arrest someone in Oklahoma. Can physically bring person to court

(body attachment). NOE (Notice of Enforcement) If they owe less than 3 months support, this is used to obtain a payment plan. NOIR (Notice of Intent to Revoke License)

Revoke license for noncompliance with orders

Bankruptcy Response to bankruptcy claim by NCP (specific to chapter filed) Criminal (State and federal) Request filing of state or federal criminal charges. Automated Electronic referral (passport revocations, state and fed tax offset, administrative

offset, credit bureau referral, unemployment, collection agencies, ) automated process.

Liens, Levies, workers comp, and Bonds Legal action to secure payment from alternate sources. Interstate Request goes through child support agencies in more than one state or country.

Incoming Responding to referrals from out of state entities (usually Oklahoma has NCP, sometimes CP)

Outgoing Initiate referrals to out of state entities Both have (NCP usually out of state) Transmittal 1 – full service, 3 – one time

only request) Finance The accounting for and distributing funds according to state and federal law

Arrearage comps Computing amount past due and to whom owed (comp=computation) UNDL-undistributed funds Manually review and distribution of money that has been received and the

software does not automatically distribute. Obligations Updating computer system to reflect details of court ordered support. Return warrants Returned (undeliverable) warrants (checks) and updating system with new

address information. Fed regs require delivery in specific amount of time, check only good for 90 days--may include cancelled by statute CBS

Interest Computing past due interest amount and to whom owed and distributing the funds. (one system for Oklahoma, other systems for other states)

URA (un-reimbursed assistance) How much support was assigned to the state and how much state has expended for public assistance (BNO family support screens). Can’t hold more out than state has actually expended.

Balance Accountability Financial audit of the case (BVD Balance Verification Date) Overpayments Determining if CP received too much money and initiating repayment.


June, 2003

Appendix B. Correspondence

Focus Group and Work Group Nomination E-Mail Wed 6/12/2002 1:47 PM Dear Office Manager and Managing Attorney, The Child Support Specialist Certification Program has contracted with the University of E-TEAM to develop a Child Support Specialist job profile. The goal of this project is to identify the knowledge and skills needed to perform each Child Support Specialist job function. This project will provide information that will be used in the development of the Child Support Specialist certification program. We need your help! Please nominate experienced, high performing staff to participate in groups to help identify the knowledge and skills needed to perform child support enforcement functions. Two types of groups will be held: Ø Focus groups: Discussion of the knowledge and skills needed to do child support enforcement. This

group of people should be currently working in the identified job area. These groups will meet at Fall Conference, however, if participants are not attending the conference they can still participate in a focus group. Any questions about the conference should be directed to Barbara Perkins.

Ø Flow Chart groups: Review flowcharts and help to describe a combined process for each child support enforcement job function. This group of people should be experts in the identified job area but do not necessarily have to work in it currently. These groups will be held during July and August.

We will compile the nominations and select staff to participate in each of the groups. We anticipate that any staff selected would be out of the office for no more than 1 working day. Depending on the number of nominations received, a particular nominee may or may not be asked to participate in one of the groups. Please e-mail your nominations using the form below to Betty Harris ([email protected] <mailto:[email protected]>) by June 21st. We appreciate your assistance with this project! Child Support Certification Advisory Council --------------------------------------------------------- Nomination Form You may nominate up to three staff for each group. You don’t have to nominate staff for all the groups. CASE INITIATION / LOCATE Collect and request information; Complete paperwork to open the case within the time prescribed by federal guidelines; Make sure information collected is consistent. Locate the parents and their assets and employer(s). Focus Group Wed 9/11/02 1:30pm - 5pm (At the Fall Conference) 1. 2.


June, 2003

3. Flow chart group (One day in either July or August) 1. 2. 3. ESTABLISHMENT Establish paternity and obtain a court order for child support and/or medical support. Focus Group Thursday, 9/12/02 8:30am - noon (At the Fall Conference) 1. 2. 3. Flow chart group (One day in either July or August) 1. 2. 3. ENFORCEMENT I Deprivation of property, interstate, modifications See Actions Available for Non-Payment of Support for specifics on job functions: http://eteam.ou.edu/dhs/csed/officemanager/PosterEnforcementActionsRemedies.pdf Focus Group Tuesday, 9/10/02 1:30pm - 5pm (At the Fall Conference) 1. 2. 3. Flow chart group (One day in either July or August) 1. 2. 3. ENFORCEMENT II Deprivation of rights and privileges, liberty See Actions Available for Non-Payment of Support for specifics on job functions: http://eteam.ou.edu/dhs/csed/officemanager/PosterEnforcementActionsRemedies.pdf Focus Group Thursday, 9/12/02 1:30pm - 5pm (At the Fall Conference) 1. 2. 3. Flow chart group (One day in either July or August) 1. 2. 3. INTERSTATE Responding to referrals from, or initiating referrals to out of state entities. Focus Group Date and Time to be announced (Around the time of Fall Conference) 1. 2. 3.


June, 2003

Flow chart group (One day in either July or August) 1. 2. 3. FINANCE Accounting for and distributing funds according to state and federal law. Focus Group Wed 9/11/02 8:30am - noon (At the Fall Conference) 1. 2. 3. Flow chart group (One day in either July or August) 1. 2. 3. GENERALIST - The big picture. Staff who spend their time doing two or more of the above job functions. Focus Group 9/10/02 8:30am - noon (Prior to the Fall Conference) 1. 2. 3.


June, 2003

Job Shadowing Nomination E-Mail Fri 11/22/2002 10:18 AM Dear Managing Attorney/Office Manager, We would like to solicit your assistance in identifying child support specialists for the purpose of shadowing in the Job Profiling process of the Child Support Specialists (CSS) Certification Program. Shadowing involves a consultant (Betty Harris) spending most of the day observing a CSS performing the tasks in their job area. The consultant would operate much as a new employee by observing, asking questions and learning best processes from the mentor. The best job profiling results will be achieved by selecting specialists who are proficient in the identified job area. Shadowing visits would occur during the second and third week of December 2002 and the month of January 2003. No specialist would be shadowed more than one day. Please nominate an individual in at least two (preferably more) of the following areas: Case Initiation Locate Establishment/Paternity Finance Enforcement Outgoing interstate and Incoming interstate (specify which) Generalist Once all nominations have been received individuals to be shadowed will be selected and you will be notified so that further coordination can be completed. We understand the necessity of confidentiality in this matter and the consultant will be prepared to sigh any confidentiality agreement in your district office. Please respond by Friday, November 29, 2002 with 1. Name of CSS to be shadowed. 2. Job area to be observed. 3. Potential visit dates that are best for your office/CSS. 4. Office hours. 5. Contact name and phone for the visit. 6. Office physical address. Thank you for your assistance as we move forward in this area. Sincerely, CSS Certification Program Advisory Council


June, 2003

Web Survey Initial E-Mail Wednesday, January 29, 2003 10:36 AM The Child Support Specialist Certification Program has contracted with the University of Oklahoma, Educational Training, Evaluation, Assessment and Measurement (E-TEAM) to develop a Child Support Specialist job profile. The goal of this project is to identify the knowledge and skills needed to perform each Child Support Specialist job function. This project will provide information that will be used in the development of the Child Support Specialist certification program. For this study, Child Support Specialist is defined as anyone who carries a caseload in the local office. This includes anyone working in the following job areas: Case Initiation, Locate, Paternity, Establishment, Enforcement, Interstate, and Finance. Generalists perform job functions in more than one of the above job areas. As part of this project, we would like for all staff performing Child Support Enforcement job functions to take a web survey that should take less than 30 minutes to complete. When you take the survey, you will be asked to choose a job area that you work in on a regular basis and then to tell us how important various knowledge and skills are for the job area. You will also be asked to tell us how much of your time is spent on various child support enforcement tasks and to rate how important each task is to the selected job area. If you perform child support enforcement job functions as defined above, please take the survey by going to http://eteam.ou.edu/dhs/csed/survey/ and logging in as: Username: css Password: survey If you have any questions or encounter any problems completing the survey, please contact Betty Harris at [email protected] or you may reach her by cell phone at (405) 226-0274. Thank you for your help with this project. Child Support Certification Committee


June, 2003

Web Survey Reminder E-Mail Monday, February 03, 2003 4:12 PM Please take this last opportunity to provide input in the development of the child support specialist job profile. The profile will be used to identify what knowledge and skills are important to include in the certification process. Without your input we will not have the data most important to the success of the project. At the present time twenty-four (24) offices have had one to nine case workers (persons carrying a caseload) respond to the survey. Some of you have indicated difficulty in completing the percentage of time you spend performing various tasks. The survey will prompt you to revise your answers to a total of no more than 100% since we cannot dedicate more than all of our time to the total package of tasks to be performed. Your time now in completing the survey will be an investment in the quality of the certification program being developed. Just use the link below to reach the survey website. Individual responses are made directly to the University of Oklahoma as explained in the remainder of this email. A copy of the January 18th email follows: The Child Support Specialist Certification Program has contracted with the University of Oklahoma, Educational Training, Evaluation, Assessment and Measurement (E-TEAM) to develop a Child Support Specialist job profile. The goal of this project is to identify the knowledge and skills needed to perform each Child Support Specialist job function. This project will provide information that will be used in the development of the Child Support Specialist certification program. For this study, Child Support Specialist is defined as anyone who carries a caseload in the local office. This includes anyone working in the following job areas: Case Initiation, Locate, Paternity, Establishment, Enforcement, Interstate, and Finance. Generalists perform job functions in more than one of the above job areas. As part of this project, we would like for all staff performing Child Support Enforcement job functions to take a web survey that should take less than 30 minutes to complete. When you take the survey, you will be asked to choose a job area that you work in on a regular basis and then to tell us how important various knowledge and skills are for the job area. You will also be asked to tell us how much of your time is spent on various child support enforcement tasks and to rate how important each task is to the selected job area. If you perform child support enforcement job functions as defined above, please take the survey by going to http://eteam.ou.edu/dhs/csed/survey/ and logging in as: Username: css Password: survey If you have any questions or encounter any problems completing the survey, please contact Betty Harris at [email protected] or you may reach her by cell phone at (405) 226-0274. Thank you for your help with this project. Child Support Certification Committee


June, 2003

Appendix C. Participants

Focus Group and Work Group Participants Case Initiation/Locate Workgroup Participants: August 22, 2002

• Betty Harris – OU E-TEAM • Jeannie.Barton – Tulsa West/Case Initiation • Barbara.Millikan – PFR Locate and Interstate • Bill.Ables – Lawton Office trainer/auditor • JamesW.Mitchell – PFR Case Initiation,

Medical, Case Management, address of record

• Shade Faboro – State Office, EPDU

Focus group Participants: September 11, 2002

• Betty Harris – OU E-TEAM • Amy Griffith – OU E-TEAM • Elaine Wint, Norman CI, locate • Patricia Norris, OKCN • Eddie Yadon, Muscogee • Terri Stillwell, Ada

Establishment September 12, 2002 Participants

• Betty Harris, OU E-TEAM • Amy Griffith – OU E-TEAM • Tessa Colley, Tulsa East • Becky McLeod, Sayre • Mike Farmer, OKC North • Jogeina Johnson, OKC North • Larry Roberts, MWC • Olivia Mackey, Tulsa West • Cori Wheat, Duncan • Marianna Masters, Pauls Valley • Leslie Foster, OKC South

September 30, 2002 Participants

• Betty Harris, OU E-TEAM • Shade Faboro, SO • Sabine Brown, Lawton, Establishment • Barbara Perkins, PFR, SO

Finance Workgroup Participants: August 20, 2002

• Betty Harris – OU E-TEAM • Ron Smith – State office, Supervise

Programs Unit • Melissa Fogaley – Tulsa East Finance • Gerald McGinley – State Office PFR, EPDU,

Finance • Shade Faboro – State Office, EPDU • Diddy Nelson – Ada Office

Focus Group Participants September 11, 2002

• Betty Harris – OU E-TEAM • Amy Griffith – OU E-TEAM • Jeanine Butler, Tulsa E, finance 4 yrs • Lisa Ellington, OKC South, finance • Charma Chubick, MUS, Finance • Diddy Nelson – Ada Office, office mgr • Patricia Sims, Lawton,

December 19, 2002 • Gerald McGinley – State Office PFR, EPDU,

Finance

February 25, 2003 • Betty Harris – OU E-TEAM • Gerald McGinley – State Office PFR,

EPDU, Finance • Ross Hensley OKC (North) • Paul White OKA (South) • Shade Faboro STO


June, 2003

Enforcement Enforcement I Workgroup August 13, 2002 Participants:

• Beverly Walker, SO, PFR • Melanie McGouran, Tulsa West • Bruni Warren , Lawton • Betty Harris – OU E-TEAM • Shade Faboro – State Office, EPDU

Enforcement II Workgroup, September 3, 2002 Participants

• Shade Faboro – State Office, EPDU • Betty Harris – OU E-TEAM • Bruni Warren , Lawton • Diddy Nelson – Ada Office • Mary Brown – Norman Office

Enforcement I Focus Group September 10, 2002

• Betty Harris – OU E-TEAM • Amy Griffith – OU E-TEAM • Becky McLeod, Sayre • Vanessa Noahubi, Idabel office, 14 years • Lisa Purdy Idabel office, enforcement, 3.5

yrs • Scott Krause, Tulsa East, alternative

enforcement 2 yrs • Melanie McGouran, Tulsa West, 5 years,

train new employees, Enforcement • Bruni Warren, Lawton enforcement

Enforcement II Focus Group September 12, 2002

• Betty Harris – OU E-TEAM • Amy Griffith – OU E-TEAM • Leslie Reed, Tulsa East • Teri Lucas, Lawton • Jane Torres, Lawton • Sherry Fuller, Muskogee

Interstate Workgroup Participants: August 29, 2002

• Shade Faboro – State Office, EPDU • Betty Harris – OU E-TEAM • Jane Torres – Lawton CSE, Enforcement

specialist • Trecia Franklin – Lawton CSE,

Establishment and Paternity • Barbara Millikan – state, PFR, Locate and

Interstate

Focus group Participants: September 9, 2002

• Shade Faboro – State Office, EPDU • Betty Harris – OU E-TEAM • Trecia Franklin, Lawton • Jane Torres – Lawton CSE, Enforcement

specialist • Courtney Garnand, OKCN Interstate 2

years • Megan Burch, OKCN Outgoing interstate

1 year • Lisa Robinson, MWC Outgoing interstate

3 years Generalist Focus Group Participants September 10, 2002

• Shade Faboro – State Office, EPDU • Betty Harris – OU E-TEAM • Amy Griffith – OU E-TEAM • Becky McLeod, Sayre, generalist, DHS office, 11 years • Linda Burklin, TUE, • Diane Trigg, Guthrie • Kim Warman, state, now tribal


June, 2003

Job Shadowing Participants

Date Job Area Office Name 12/18/02 Generalist Guthrie Diane Trigg 1/6/03 Finance OKC - North Diane Calhoun 1/9/03 Outgoing Interstate OKC - North Courtney Garnand 1/14/03 Enforcement ADA Kim Warman 1/15/03 Locate ADA Terri Stilwell 1/16/03 Case Initiation OKC - North Patricia Norris 1/21/03 Finance Tulsa East Melissa Fogaley 1/22/03 Establishment TulsaWest Olivia Mackey 1/24/03 Incoming Interstate OKC - North Wanda Rogers 1/28/03 Enforcement Lawton Bruni Warren/Jane Torres 1/29/03 Finance Lawton Patricia Sims 1/30/03 Establishment OKA-South Sarah Bridge 2/5/03 Enforcement Sayre Rebecca McLeod


June, 2003

Appendix D. Job Shadowing Notes Form

Job Shadowing Office ____________________ Person ____________________Date ________

Job area ______________________________ Task _________________________________

Job area ______________________________ Task _________________________________

Job area ______________________________ Task _________________________________


June, 2003

Appendix E. Web Survey Job Profiling Project Child Support Specialist Survey Participant Demographics The Child Support Specialist Certification Program has contracted with the University of Oklahoma, Educational Training, Evaluation, Assessment and Measurement (E-TEAM) to develop a Child Support Specialist job profile. The goal of this project is to identify the knowledge and skills needed to perform each Child Support Specialist job function. This project will provide information that will be used in the development of the Child Support Specialist certification program.

For the purpose of this study, Child Support Specialist is defined as anyone who carries a caseload in the local office. This includes any personnel involved in the following job areas: Case Initiation, Locate, Paternity, Establishment, Enforcement, Interstate, and Finance. Generalists perform job functions in more than one of the above job areas.

We would like for you tell us what knowledge and skills you think are important for the job function(s) that you do on a regular basis. The list of knowledge and skills that you will be rating was developed during the groups that met earlier to outline the child support processes. First, choose the Child Support Specialist job area that you will rate. The job area you select should be one that you have experience working in, within the last two years. Pull down menu with the following response options

• Case Initiation • Enforcement • Establishment • Finance • Generalist • Interstate • Locate

Next, we would like for you to tell us a little about yourself. This information will only be used to present summary information about which offices participated, how long on average people have been working in each job area, etc to describe the group who contributed to the ratings. Data at the individual level will not be reported to DHS. How long have you worked in the job area that you selected to rate? Number of Years Number of Months (0-11 months) On average, what percent of your time is spent in job area that you selected to rate? (If you spend half of your time working in the job area you would enter 50%; if you spend all of your time working in that job area you would put 100%) %


June, 2003

How long have you worked in child support enforcement? Number of Years Number of Months (0-11 months) What is the highest level of school you have completed or the highest degree you have received? ¡ High School, No Diploma or GED ¡ High School Grad-Diploma Or Equiv (GED) ¡ Some College But No Degree ¡ Associate Degree-Occupational/Vocational ¡ Bachelor's Degree (eg: BA,AB,BS) ¡ Master's Degree (eg: MA, MS, MEng, MEd, MSW) ¡ Professional School Degree (eg: MD, DDS, DVM) ¡ Doctorate Degree (eg: PhD, EdD) If you selected some college or higher, what was/is your major area of study?

Your Child Support Office: (pull-down menu with list of CSED offices)

If error checks detected any item(s) with a missing response, the application prompted the user to go back and fill in the missing items(s).


June, 2003

Job Profiling Project Child Support Specialist Knowledge and Skills Job Area: <Job Area Selected by Survey Respondent> Please read each statement below and indicate how important you think each is for doing the <Job Area Selected by Survey Respondent> job function well. This will help us identify what knowledge and skills are important for this job area. Each item below had a pull-down menu in the rating column. Respondents could select from the following response options:

• Extremely Important • Very Important • Moderately Important • Somewhat Important • Not Important

Rating Knowledge/Skills 1. Knowledge of when to ask for assistance from Office Manager or Attorney. 2. Knowledge of which situations must be handled by an Attorney. 3. Understanding and abiding by the expectations for professional behavior, to include understanding that

CSS cannot give legal advice but can provide information on process; maintaining confidentiality. 4. Able to communicate with and interview parties and state entities to obtain information and desired

results. Able to keep conversations focused, maintain control of the situation, and redirect focus when needed.

5. Able to compile and evaluate relevant info from various sources, make connections between information, and determine appropriate actions.

6. Able to effectively search the InfoNet, the Internet, OSIS and IVA system to find information. 7. Able to interpret and communicate complex and technical information to non-technical people. 8. Able to listen for pertinent information that could provide needed information. 9. Able to manage high volume case load. 10. Able to read and derive information from court orders. 11. Able to remain objective and represent interest of the State rather than the CP or NCP. 12. Able to work well in stressful situations and not take your work home with you. 13. Approachable and at ease with people. 14. Assertive. 15. Attention to detail, accuracy, meticulous, thoroughness. 16. Basic MS Excel skills (entering data, copying, pasting, moving around, etc.). 17. Can use formulas in MS Excel to calculate arrears, interest, etc. 18. Confidence in ability to do your job. 19. Creativity, thinking outside the box. 20. Critical and analytical thinking. Enjoys solving puzzles. 21. Desire to help children. 22. Knowledge of applied accounting procedures as it relates to CS procedures. Comfortable working with

numbers. 23. Knowledge of federal law, Oklahoma Child Support Enforcement policy, state statute, and DHS policy.

Able to use information to prepare appropriate pleadings and take appropriate action. 24. Knowledge of how many copies of which documents need to be in the case file and where they should

be located in the file. 25. Knowledge of legal process and terminology. 26. Knowledge of paternity presumptions and when genetic testing can be done.


June, 2003

Rating Knowledge/Skills 27. Knowledge of which documents and forms are required for Interstate referrals. 28. Knowledge of where to find specifics on how to do a task and which information resources are the

most efficient. 29. Knowledge of which remedies are the most efficient. 30. Negotiation and settlement skills. 31. Networking to make connections with persons who can provide information (e.g. utilities, law

enforcement, apartment managers, employers, etc.). 32. Organizational Skills (a system of organizing and prioritizing tasks) and time management. 33. Proficient at entering data into OSIS. 34. Proficient at using Microsoft Outlook for e-mail and scheduling. 35. Proficient at using Microsoft Word. 36. Understanding the overall Child Support Enforcement process. 37. Willing to seek information/assistance from co-workers. 38. Writing skills for Generating correspondence to various audiences (e.g. CP, NCP, NCP attorney, etc.).

If error checks detected any item(s) with no rating selected, the application prompted the user to go back and fill in the missing rating(s). e.g. Sorry, I can't save your data because the following ratings were missing: Question #25 Question #29 Please click on the back button, fix the missing data and try again.


June, 2003

Job Profiling Project Child Support Specialist Tasks Job Area: <Job Area Selected by Survey Respondent> For each task listed below, please indicate

• how important you think each task is for doing the <Job Area Selected by Survey Respondent> job function well, and

• what percent of your time on average is spent doing that task (Percents for the individual tasks should be whole numbers and should add up to 1% -the total time you said that you spend doing <Job Area Selected by Survey Respondent>).

This will help us identify which tasks child support specialists feel are the most important for this job area and the relative time spent on each task. Each item below had a pull-down menu in the rating column. Respondents could select from the following response options:

• Extremely Important • Very Important • Moderately Important • Somewhat Important • Not Important

Each item below has a text box in the % Time column for entering percent of time spent on each task.

Importance %

Time Tasks % 1. Acquire and update address and current employment information for NCP using manual

locate process. % 2. Build case in OSIS and create physical file. % 3. Calculate current support according to current Oklahoma guidelines. % 4. Calculate interest. % 5. Calculate prior support due. % 6. Calculate Un-reimbursed Assistance. % 7. Check court docket for orders on the case. % 8. Check OSIS and PS2 for existing case for any party on the application. % 9. Check OSIS for child welfare case custody of children. % 10. Close case if criteria are met for case closure. % 11. Communicating verbally with parties. % 12. Complete Balance Accountability. % 13. Determine Case Status (IV-D status). % 14. Determine if all IV-A, IV-E, non-IV-E, OJA, Disability cases have been cross referenced. % 15. Determine if Oklahoma has jurisdiction for a case or can assert jurisdiction for an Interstate

case. % 16. Determine next appropriate action with case. % 17. Determine which order is the controlling order and determine who has CEJ. % 18. Enter adjustments. % 19. Enter data on OSIS to build and update obligation. % 20. Generate correspondence to parties. % 21. Hold settlement conference. % 22. Identify and update OSIS information on factors that affect distribution of money. % 23. Implement Annual Notice enforcement action.


June, 2003

Importance %

Time Tasks % 24. Implement Appearance Bonds enforcement action. % 25. Implement Bankruptcy Payments enforcement action. % 26. Implement Certificate of Title or License of Registration enforcement action. % 27. Implement Contempt enforcement action. % 28. Implement Credit Bureau enforcement action. % 29. Implement Federal Felony enforcement action. % 30. Implement Federal Misdemeanor enforcement action. % 31. Implement Federal Offset enforcement action. % 32. Implement FIDM enforcement action. % 33. Implement Garnishment enforcement action. % 34. Implement Income Assignment enforcement action. % 35. Implement Interstate Administrative Enforcement action. % 36. Implement License Revocation enforcement action. % 37. Implement Liens against real property (Statement of Judgment) enforcement action. % 38. Implement Passport enforcement action. % 39. Implement Probate enforcement action. % 40. Implement Registration of Foreign Support Order enforcement action with the appropriate

tribunal. % 41. Implement Retirement Payments enforcement action. % 42. Implement Seek Work Order enforcement action. % 43. Implement State Felony – Interstate Flight enforcement action. % 44. Implement State Felony enforcement action. % 45. Implement State Misdemeanor (Omitting to Provide) enforcement action. % 46. Implement State Tax Offset enforcement action. % 47. Implement Till Tap (Execution and Levy) enforcement action. % 48. Implement Unemployment Benefits enforcement action. % 49. Implement Uniform Interstate Family Support Act enforcement action. % 50. Implement Worker's Compensation enforcement action. % 51. Knows what information is needed in the case file for finance. % 52. Manually review Undistributed Payments. % 53. Notify referring state and parties regarding case status and provide copies of pleadings

and notices. % 54. Obtain service on NCP. % 55. Prepare and file legal pleadings to establish paternity with court. % 56. Prepare and file legal pleadings to establish support with court. % 57. Prepare and file legal pleadings to modify order with court. % 58. Prepare and send Outgoing Interstate referral packet to other state central registry. % 59. Prepare and update arrearage computations/record of payments. % 60. Read Order(s) to determine the amount, duration, and payer of support obligation. % 61. Record information in case log. % 62. Request copies of orders if needed. % 63. Review case to determine if paternity or support establishment is needed. % 64. Submit State Office requests for adjustments: bad debt, erroneous overpayment,

transferred payments, or detainment of direct payments by CP. % 65. Update OSIS with information regarding Return Warrants/Cancelled by Statute. % 66. Verify accuracy of absent parent (NCP) legal status for all children.


June, 2003

If error checks detected any item(s) with no rating selected, the application prompted the user to go back and fill in the missing rating(s). e.g. Sorry, I can't save your data because the following ratings were missing: Question #9 Question #22 Question #49 Question #66 Another error check was in place to make sure total percent of time from demographics page equaled the total time of the rated items. e.g. The amount of time you reported spending in this job area (<Percent of time spend from demographics>%) is more than the sum of time reported for the individual tasks (<Sum of percent time for tasks>%). Please adjust your ratings so that they add up to <Percent of time spend from demographics>%. Please click on the back button, fix the missing data and try again. The last page of the survey application: Job Profiling Project Child Support Specialist Knowledge and Skills Survey Thanks for taking the time to help us with the Job Profiling Project! If you work in more than one job area and would like to rate a different job area, click here.


June, 2003

Appendix F. Number of Child Support Specialists and Survey Responses by CSED Office

Child Support

Specialists* Survey Responses

# % # % Child Support Office 9 2% 0 0% Altus District Office 8 2% 2 1% Ardmore District Office 4 1% 0 0% Bartlesville District Office 8 2% 3 2% Chickasaw Nation Tribal Child Support Enforcement District Office 8 2% 6 4% Chickasha District Office 7 2% 0 0% Claremore District Office 3 1% 3 2% Clinton District Office 7 2% 9 6% Duncan District Office 6 2% 0 0% Durant District Office 9 2% 4 3% El Reno District Office 6 2% 0 0% Enid District Office 5 1% 2 1% Fairview District Office 3 1% 2 1% Guthrie District Office 2 1% 0 0% Guymon District Office 8 2% 3 2% Idabel District Office 3 1% 0 0% Jay District Office

15 4% 16 10% Lawton District Office 8 2% 5 3% McAlester District Office 3 1% 1 1% Miami District Office

29 8% 6 4% Midwest City District Office 7 2% 0 0% Muskogee District Office

12 3% 10 6% Norman District Office 29 8% 9 6% Oklahoma City North District Office 30 8% 14 9% Oklahoma City South District Office

6 2% 5 3% Okmulgee District Office 3 1% 2 1% Paul's Valley District Office 5 1% 1 1% Pawhuska District Office 7 2% 5 3% Ponca City District Office 9 2% 5 3% Poteau District Office 8 2% 0 0% Sallisaw District Office 6 2% 6 4% Sapulpa District Office 7 2% 4 3% Sayre District Office

10 3% 2 1% Shawnee District Office 5 1% 7 4% Stillwater District Office 7 2% 4 3% Tahlequah District Office

26 7% 11 7% Tulsa East District Office 27 7% 6 4% Tulsa West District Office

6 2% 1 1% Wewoka District Office 1 0% 1 1% Wilburton District Office 6 2% 5 3% Woodward District Office

368 160 * as of 1/3/2003 from CSED Phone Directory


June, 2003

Appendix G. Web Survey Major Areas of Study Some College But No Degree

31 hours of general and 30 hours of Legal to obtain a Legal Assistant Certificate (1) Accounting (4) Art and Art Education (1) Bachelor of science (1) Business (15) Criminal Justice (1) Education (2) English, minor political science, minor studies in Spanish and Native American studies (1) English/Political Science (1) General Studies (1) General Studies, Business Classes (1) I just took basics / never really decided on a major (1) Medical Technology (1) Nursing (1) Paralegal (2) Public Relations and Psychology (1) Secretarial Science (1) Social Work (1) Sociology (1) Wanted to do accounting (1)

Associate Degree-Occupational/Vocational Associate in general studies (1) Associate of Science (1) Associates of Arts and Science for Paralegal/Legal Assistant and 12 hours short of a BA in Public Administration minor in Business (1) Business (1) Criminal Justice (1) Human Resources (1) Human Services in Counseling (1) Languages (1) Legal Assistant (3) Legal Secretarial (1) Medical Secretarial Science (1) Office Administration - Legal (1) Paralegal (3) Secretarial Science (1)

Bachelor's Degree Advertising Design (1) Bachelor of Fine Arts (1) Broadcasting (1) Business (10) Business Admin w/ minor in Art (1) Counseling & Student Personnel (1) Criminal Justice (3) Criminal Justice/Paralegal (1) Education (7)


June, 2003

Family Relations and Child Development (2) Family Studies and Gerontology (1) Fine Arts with Teaching Certificate (2) Government and History (1) History (2) Home Economics Education and Community Service (2) Legal Assisting; Sociology (1) Liberal Arts with Minor in Criminal Justice (1) Microbiology (1) Organizational Leadership (HRMD) (1) Political Science (1) Psychology (6) Psychology/Criminal Justice (1) Psychology/Political Science (1) Psychology/Sociology (1) Recreational Therapy (2) Social Studies (1) Social Work (2) Sociology (11) Sociology and criminology (1) Sociology, minor Criminal Justice, Graduate Hrs 19 Criminal Justice Administration (1) Sociology: Social Services (1)

Master's Degree Business Management/Legal Studies (1) Counseling (1) Human Relations (1) Leadership/Mgt (1) Religious studies, Philosophy, General education (1) Social Work (1) Sociology/Political Science (1)

Doctorate or Professional School Degree Law- J.D. (1) Elementary Ed/English concentration; Post grad: LAW (1) Law (1)


June, 2003

Appendix H. Case Initiation Knowledge, Skills and Task Ratings

Tasks: Mean Importance Ratings and Mean Percent of Time Spent on Each Task Importance Rating Scale:

0 1 2 3 4 Not

Important Somewhat Important

Moderately Important

Very Important

Extremely Important

Importance Percent of Time Spent

Rank Case

Initiation All Area Average Rank

Case Initiation

All Area Average Task (Sorted by Mean Importance Rating)

1 4.00 1.85 1 24.69 4.43 Build case in OSIS and create physical file. 2 3.77 2.22 5 3.54 1.36 Check OSIS and PS2 for existing case for any party on the

application. 3 3.62 2.63 12.5 1.92 1.15 Determine Case Status (IV-D status). 4 3.54 2.31 6 3.31 1.26 Check OSIS for child welfare case custody of children. 5 3.23 3.49 2 6.31 5.49 Record information in case log. 6 3.23 2.61 4 3.77 1.87 Check court docket for orders on the case. 7 3.15 2.21 9 2.08 0.86 Determine if all IV-A, IV-E, non-IV-E, OJA, Disability cases have

been cross referenced. 8.5 3.08 2.82 3 5.15 7.54 Acquire and update address and current employment information for

NCP using manual locate process. 8.5 3.08 2.57 10.5 2.00 1.99 Verify accuracy of absent parent (NCP) legal status for all children. 10 3.00 2.69 14 1.69 1.49 Request copies of orders if needed. 11 2.77 2.91 16.5 1.38 3.80 Communicating verbally with parties. 12 2.69 2.59 8 2.15 1.41 Review case to determine if paternity or support establishment is

needed. 13 2.62 2.72 10.5 2.00 2.62 Generate correspondence to parties. 14 2.54 2.68 18 1.31 1.75 Close case if criteria are met for case closure. 15 2.38 2.84 15 1.46 2.62 Determine next appropriate action with case. 16 2.23 2.53 19 0.92 1.25 Determine if Oklahoma has jurisdiction for a case or can assert

jurisdiction for an Interstate case. 17 1.62 2.81 16.5 1.38 2.07 Read Order(s) to determine the amount, duration, and payor of

support obligation. 18.5 1.54 2.51 20 0.77 1.16 Knows what information is needed in the case file for finance. 18.5 1.54 2.32 21 0.54 1.00 Determine which order is the controlling order and determine who has

CEJ. 20 1.23 2.29 24.5 0.15 2.63 Enter data on OSIS to build and update obligation. 21 1.00 2.36 7 2.69 2.72 Obtain service on NCP. 22 0.92 2.20 24.5 0.15 1.33 Identify and update OSIS information on factors that affect

distribution of money. 24.5 0.77 2.05 12.5 1.92 2.09 Prepare and file legal pleadings to establish support with court. 24.5 0.77 2.33 22.5 0.23 2.22 Calculate prior support due. 24.5 0.77 1.94 22.5 0.23 1.06 Notify referring state and parties regarding case status and provide

copies of pleadings and notices. 24.5 0.77 2.07 29 0.08 1.04 Implement Income Assignment enforcement action. 29.5 0.69 2.07 29 0.08 2.01 Calculate current support according to current Oklahoma guidelines. 29.5 0.69 1.99 29 0.08 1.32 Calculate Un-reimbursed Assistance. 29.5 0.69 1.64 29 0.08 0.38 Implement Liens against real property (Statement of Judgment)

enforcement action. 29.5 0.69 1.96 29 0.08 1.66 Prepare and file legal pleadings to establish paternity with court. 29.5 0.69 1.76 50 0.00 1.02 Prepare and send Outgoing Interstate referral packet to other state

central registry. 29.5 0.69 1.89 50 0.00 0.49 Update OSIS with information regarding Return Warrants/Cancelled

by Statute.


June, 2003


Rank Case

Initiation All Area Average Rank

Case Initiation

All Area Average Task (Top 10 are bolded)

34.5 0.62 1.55 29 0.08 0.44 Implement Interstate Administrative Enforcement action. 34.5 0.62 2.03 50 0.00 1.88 Complete Balance Accountability. 34.5 0.62 1.56 50 0.00 0.37 Implement Unemployment Benefits enforcement action. 34.5 0.62 1.66 50 0.00 0.43 Implement Worker's Compensation enforcement action. 39.5 0.54 1.65 29 0.08 0.85 Implement Uniform Interstate Family Support Act enforcement

action. 39.5 0.54 1.81 50 0.00 1.26 Calculate interest. 39.5 0.54 1.87 50 0.00 1.63 Enter adjustments. 39.5 0.54 1.44 50 0.00 0.74 Implement Annual Notice enforcement action. 39.5 0.54 1.75 50 0.00 0.90 Prepare and file legal pleadings to modify order with court. 39.5 0.54 2.37 50 0.00 3.11 Prepare and update arrearage computations/record of payments. 43.5 0.46 1.17 50 0.00 0.10 Implement Certificate of Title or License of Registration enforcement

action. 43.5 0.46 1.55 50 0.00 1.05 Implement Contempt enforcement action. 47 0.38 1.74 50 0.00 1.37 Hold settlement conference. 47 0.38 1.61 50 0.00 0.50 Implement FIDM enforcement action. 47 0.38 1.57 50 0.00 0.26 Implement Garnishment enforcement action. 47 0.38 1.44 50 0.00 0.13 Implement State Tax Offset enforcement action. 47 0.38 1.83 50 0.00 0.71 Submit State Office requests for adjustments: bad debt, erroneous

overpayment, transferred payments, or detainment of direct payments by CP.

55.5 0.31 1.11 50 0.00 0.13 Implement Appearance Bonds enforcement action. 55.5 0.31 1.40 50 0.00 0.18 Implement Bankruptcy Payments enforcement action. 55.5 0.31 1.19 50 0.00 0.04 Implement Credit Bureau enforcement action. 55.5 0.31 1.26 50 0.00 0.12 Implement Federal Felony enforcement action. 55.5 0.31 1.08 50 0.00 0.08 Implement Federal Misdemeanor enforcement action. 55.5 0.31 1.37 50 0.00 0.13 Implement Federal Offset enforcement action. 55.5 0.31 1.46 50 0.00 0.65 Implement License Revocation enforcement action. 55.5 0.31 1.07 50 0.00 0.07 Implement Probate enforcement action. 55.5 0.31 1.18 50 0.00 0.07 Implement State Felony – Interstate Flight enforcement action. 55.5 0.31 1.09 50 0.00 0.05 Implement State Misdemeanor (Omitting to Provide) enforcement

action. 55.5 0.31 1.04 50 0.00 0.01 Implement Till Tap (Execution and Levy) enforcement action. 55.5 0.31 1.62 50 0.00 0.97 Manually review Undistributed Payments. 63.5 0.23 1.61 50 0.00 0.50 Implement Registration of Foreign Support Order enforcement action

with the appropriate tribunal. 63.5 0.23 1.18 50 0.00 0.09 Implement Retirement Payments enforcement action. 63.5 0.23 1.01 50 0.00 0.07 Implement Seek Work Order enforcement action. 63.5 0.23 1.30 50 0.00 0.20 Implement State Felony enforcement action. 66 0.15 1.22 50 0.00 0.05 Implement Passport enforcement action.


June, 2003

Knowledge and Skills: Mean Importance Ratings Importance Rating Scale:

0 1 2 3 4 Not



Very Important

Extremely Important

Knowledge/Skills Case

Initiation All Area Average

Able to work well in stressful situations and not take your work home with you. 3.6 3.4 Organizational Skills (a system of organizing and prioritizing tasks) and time management. 3.6 3.5 Able to manage high volume case load. 3.5 3.4 Proficient at entering data into OSIS. 3.5 3.3 Understanding and abiding by the expectations for professional behavior, to include understanding that CSS cannot give legal advice but can provide information on process; maintaining confidentiality.

3.5 3.6

Able to compile and evaluate relevant information from various sources, make connections between information, and determine appropriate actions.

3.4 3.4

Able to listen for pertinent information that could provide needed information. 3.4 3.2 Attention to detail, accuracy, meticulous, thoroughness. 3.4 3.5 Knowledge of which situations must be handled by an Attorney. 3.3 3.5 Confidence in ability to do your job. 3.3 3.3 Able to communicate with and interview parties and state entities to obtain information and desired results. Able to keep conversations focused, maintain control of the situation, and redirect focus when needed.

3.2 3.4

Able to remain objective and represent interest of the State rather than the CP or NCP. 3.2 3.2 Able to effectively search the InfoNet, the Internet, OSIS and IVA system to find information. 3.2 3.2 Approachable and at ease with people. 3.2 3.0 Able to read and derive information from court orders. 3.1 3.4 Willing to seek information/assistance from co-workers. 3.1 3.2 Networking to make connections with persons who can provide information (e.g. utilities, law enforcement, apartment managers, employers, etc.).

3.0 2.7

Understanding the overall Child Support Enforcement process. 3.0 3.3 Writing skills for Generating correspondence to various audiences (e.g. CP, NCP, NCP attorney, etc.). 3.0 2.9 Assertive. 2.9 2.8 Knowledge of where to find specifics on how to do a task and which information resources are the most efficient.

2.9 3.0

Creativity, thinking outside the box. 2.8 2.7 Critical and analytical thinking. Enjoys solving puzzles. 2.8 2.6 Desire to help children. 2.8 2.8 Knowledge of when to ask for assistance from Office Manager or Attorney. 2.7 3.1 Knowledge of paternity presumptions and when genetic testing can be done. 2.6 2.6 Proficient at using Microsoft Outlook for e-mail and scheduling. 2.6 2.5 Knowledge of which remedies are the most efficient. 2.5 2.8 Able to interpret and communicate complex and technical information to non-technical people. 2.4 2.7 Knowledge of how many copies of which documents need to be in the case file and where they should be located in the file.

2.4 2.5

Proficient at using Microsoft Word. 2.4 2.6 Knowledge of legal process and terminology. 2.3 2.7 Basic MS Excel skills (entering data, copying, pasting, moving around, etc.). 2.2 2.5 Knowledge of federal law, Oklahoma Child Support Enforcement policy, state statute, and DHS policy. Able to use information to prepare appropriate pleadings and take appropriate action.

2.1 2.8

Knowledge of which documents and forms are required for Interstate referrals. 1.8 2.3 Knowledge of applied accounting procedures as it relates to CS procedures. Comfortable working with numbers.

1.7 2.6

Negotiation and settlement skills. 1.7 2.4 Can use formulas in MS Excel to calculate arrears, interest, etc. 1.2 2.1


June, 2003

Appendix I. Locate Knowledge, Skills and Task Ratings

Tasks: Mean Importance Ratings and Mean Percent of Time Spent on Each Task Importance Rating Scale:

0 1 2 3 4 Not



Very Important

Extremely Important


Rank Locate All Area Average Rank Locate

All Area Average Task

1 3.67 2.82 1 32.78 7.54 Acquire and update address and current employment information for NCP using manual locate process.

2 3.33 3.49 2 6.67 5.49 Record information in case log. 3 2.89 2.84 12 0.89 2.62 Determine next appropriate action with case. 4 2.78 2.91 9 1.67 3.80 Communicating verbally with parties.

5.5 2.56 2.72 6 2.22 2.62 Generate correspondence to parties. 5.5 2.56 2.59 15 0.67 1.41 Review case to determine if paternity or support establishment is

needed. 7 2.33 2.68 10 1.44 1.75 Close case if criteria are met for case closure. 8 2.11 2.81 11 1.00 2.07 Read Order(s) to determine the amount, duration, and payor of support

obligation. 9.5 2.00 2.69 8 1.89 1.49 Request copies of orders if needed. 9.5 2.00 2.53 20 0.33 1.25 Determine if Oklahoma has jurisdiction for a case or can assert

jurisdiction for an Interstate case. 11 1.89 2.63 16 0.56 1.15 Determine Case Status (IV-D status).

12.5 1.78 2.61 7 2.11 1.87 Check court docket for orders on the case. 12.5 1.78 2.32 20 0.33 1.00 Determine which order is the controlling order and determine who has

CEJ. 14 1.67 2.57 3 5.00 1.99 Verify accuracy of absent parent (NCP) legal status for all children.

16.5 1.56 2.36 4.5 4.00 2.72 Obtain service on NCP. 16.5 1.56 2.22 13.5 0.78 1.36 Check OSIS and PS2 for existing case for any party on the application. 16.5 1.56 2.51 18 0.44 1.16 Knows what information is needed in the case file for finance. 16.5 1.56 1.89 33.5 0.11 0.49 Update OSIS with information regarding Return Warrants/Cancelled by

Statute. 20.5 1.33 2.20 13.5 0.78 1.33 Identify and update OSIS information on factors that affect distribution

of money. 20.5 1.33 2.31 22.5 0.22 1.26 Check OSIS for child welfare case custody of children. 20.5 1.33 2.21 22.5 0.22 0.86 Determine if all IV-A, IV-E, non-IV-E, OJA, Disability cases have been

cross referenced. 20.5 1.33 1.08 56 0.00 0.08 Implement Federal Misdemeanor enforcement action. 23.5 1.22 2.29 20 0.33 2.63 Enter data on OSIS to build and update obligation. 23.5 1.22 1.83 56 0.00 0.71 Submit State Office requests for adjustments: bad debt, erroneous


25.5 1.11 1.85 4.5 4.00 4.43 Build case in OSIS and create physical file. 25.5 1.11 1.61 33.5 0.11 0.50 Implement FIDM enforcement action. 29 1.00 1.94 17 0.56 1.06 Notify referring state and parties regarding case status and provide

copies of pleadings and notices. 29 1.00 2.07 33.5 0.11 1.04 Implement Income Assignment enforcement action. 29 1.00 1.26 33.5 0.11 0.12 Implement Federal Felony enforcement action. 29 1.00 1.18 56 0.00 0.07 Implement State Felony – Interstate Flight enforcement action. 29 1.00 1.09 56 0.00 0.05 Implement State Misdemeanor (Omitting to Provide) enforcement

action.


June, 2003


Rank Locate All Area Average Rank Locate


35 0.89 1.66 33.5 0.11 0.43 Implement Worker's Compensation enforcement action. 35 0.89 2.37 33.5 0.11 3.11 Prepare and update arrearage computations/record of payments. 35 0.89 1.44 56 0.00 0.13 Implement State Tax Offset enforcement action. 35 0.89 1.37 56 0.00 0.13 Implement Federal Offset enforcement action. 35 0.89 1.04 56 0.00 0.01 Implement Till Tap (Execution and Levy) enforcement action. 35 0.89 1.30 56 0.00 0.20 Implement State Felony enforcement action. 35 0.89 1.22 56 0.00 0.05 Implement Passport enforcement action.

44.5 0.78 1.64 33.5 0.11 0.38 Implement Liens against real property (Statement of Judgment) enforcement action.

44.5 0.78 1.76 33.5 0.11 1.02 Prepare and send Outgoing Interstate referral packet to other state central registry.

44.5 0.78 1.56 33.5 0.11 0.37 Implement Unemployment Benefits enforcement action. 44.5 0.78 1.81 33.5 0.11 1.26 Calculate interest. 44.5 0.78 1.75 33.5 0.11 0.90 Prepare and file legal pleadings to modify order with court. 44.5 0.78 1.46 33.5 0.11 0.65 Implement License Revocation enforcement action. 44.5 0.78 1.61 33.5 0.11 0.50 Implement Registration of Foreign Support Order enforcement action

with the appropriate tribunal. 44.5 0.78 2.05 56 0.00 2.09 Prepare and file legal pleadings to establish support with court. 44.5 0.78 1.96 56 0.00 1.66 Prepare and file legal pleadings to establish paternity with court. 44.5 0.78 1.40 56 0.00 0.18 Implement Bankruptcy Payments enforcement action. 44.5 0.78 1.18 56 0.00 0.09 Implement Retirement Payments enforcement action. 44.5 0.78 1.01 56 0.00 0.07 Implement Seek Work Order enforcement action. 58 0.67 2.33 33.5 0.11 2.22 Calculate prior support due. 58 0.67 2.07 33.5 0.11 2.01 Calculate current support according to current Oklahoma guidelines. 58 0.67 1.55 33.5 0.11 0.44 Implement Interstate Administrative Enforcement action. 58 0.67 1.65 33.5 0.11 0.85 Implement Uniform Interstate Family Support Act enforcement action. 58 0.67 1.44 33.5 0.11 0.74 Implement Annual Notice enforcement action. 58 0.67 1.55 33.5 0.11 1.05 Implement Contempt enforcement action. 58 0.67 1.74 33.5 0.11 1.37 Hold settlement conference. 58 0.67 1.99 56 0.00 1.32 Calculate Un-reimbursed Assistance. 58 0.67 2.03 56 0.00 1.88 Complete Balance Accountability. 58 0.67 1.87 56 0.00 1.63 Enter adjustments. 58 0.67 1.17 56 0.00 0.10 Implement Certificate of Title or License of Registration enforcement

action. 58 0.67 1.57 56 0.00 0.26 Implement Garnishment enforcement action. 58 0.67 1.19 56 0.00 0.04 Implement Credit Bureau enforcement action. 58 0.67 1.07 56 0.00 0.07 Implement Probate enforcement action. 58 0.67 1.62 56 0.00 0.97 Manually review Undistributed Payments. 66 0.56 1.11 56 0.00 0.13 Implement Appearance Bonds enforcement action.


June, 2003


0 1 2 3 4 Not



Very Important

Extremely Important

Knowledge/Skills Locate All Area Average

Attention to detail, accuracy, meticulous, thoroughness. 3.6 3.5 Able to effectively search the InfoNet, the Internet, OSIS and IVA system to find information. 3.6 3.2 Able to compile and evaluate relevant information from various sources, make connections between information, and determine appropriate actions.

3.4 3.4

Able to communicate with and interview parties and state entities to obtain information and desired results. Able to keep conversations focused, maintain control of the situation, and redirect focus when needed.

3.4 3.4

Proficient at entering data into OSIS. 3.4 3.3 Confidence in ability to do your job. 3.4 3.3 Understanding and abiding by the expectations for professional behavior, to include understanding that CSS cannot give legal advice but can provide information on process; maintaining confidentiality.

3.4 3.6

Able to listen for pertinent information that could provide needed information. 3.3 3.2 Networking to make connections with persons who can provide information (e.g. utilities, law enforcement, apartment managers, employers, etc.).

3.3 2.7

Organizational Skills (a system of organizing and prioritizing tasks) and time management. 3.3 3.5 Able to manage high volume case load. 3.2 3.4 Knowledge of where to find specifics on how to do a task and which information resources are the most efficient.

3.1 3.0

Creativity, thinking outside the box. 3.1 2.7 Understanding the overall Child Support Enforcement process. 3.0 3.3 Able to work well in stressful situations and not take your work home with you. 3.0 3.4 Critical and analytical thinking. Enjoys solving puzzles. 3.0 2.6 Approachable and at ease with people. 2.9 3.0 Knowledge of which situations must be handled by an Attorney. 2.9 3.5 Assertive. 2.9 2.8 Able to read and derive information from court orders. 2.8 3.4 Willing to seek information/assistance from co-workers. 2.8 3.2 Writing skills for Generating correspondence to various audiences (e.g. CP, NCP, NCP attorney, etc.). 2.7 2.9 Knowledge of when to ask for assistance from Office Manager or Attorney. 2.7 3.1 Able to remain objective and represent interest of the State rather than the CP or NCP. 2.6 3.2 Knowledge of which remedies are the most efficient. 2.6 2.8 Knowledge of legal process and terminology. 2.6 2.7 Knowledge of federal law, Oklahoma Child Support Enforcement policy, state statute, and DHS policy. Able to use information to prepare appropriate pleadings and take appropriate action.

2.6 2.8

Desire to help children. 2.4 2.8 Able to interpret and communicate complex and technical information to non-technical people. 2.4 2.7 Proficient at using Microsoft Outlook for e-mail and scheduling. 2.3 2.5 Knowledge of paternity presumptions and when genetic testing can be done. 2.3 2.6 Proficient at using Microsoft Word. 2.2 2.6 Knowledge of how many copies of which documents need to be in the case file and where they should be located in the file.

2.2 2.5

Basic MS Excel skills (entering data, copying, pasting, moving around, etc.). 2.2 2.5 Knowledge of applied accounting procedures as it relates to CS procedures. Comfortable working with numbers.

1.8 2.6

Can use formulas in MS Excel to calculate arrears, interest, etc. 1.8 2.1 Negotiation and settlement skills. 1.3 2.4 Knowledge of which documents and forms are required for Interstate referrals. 1.2 2.3


June, 2003

Appendix J. Establishment Knowledge, Skills and Task Ratings Tasks: Mean Importance Ratings and Mean Percent of Time Spent on Each Task

Importance Rating Scale: 0 1 2 3 4

Not Important

Somewhat Important


Very Important

Extremely Important


Rank Establish

-ment All Area Average Rank

Establish-ment


1 3.82 2.05 1 8.46 2.09 Prepare and file legal pleadings to establish support with court. 2 3.79 1.96 2 8.25 1.66 Prepare and file legal pleadings to establish paternity with court. 3 3.71 2.59 10 3.71 1.41 Review case to determine if paternity or support establishment is

needed. 4 3.64 3.49 4 6.07 5.49 Record information in case log. 5 3.46 2.36 3 6.39 2.72 Obtain service on NCP.

6.5 3.39 2.91 6 4.93 3.80 Communicating verbally with parties. 6.5 3.39 2.84 14 2.29 2.62 Determine next appropriate action with case. 8 3.36 2.07 5 5.79 2.01 Calculate current support according to current Oklahoma guidelines. 9 3.25 2.72 11 3.61 2.62 Generate correspondence to parties.

10.5 3.14 2.33 7 4.68 2.22 Calculate prior support due. 10.5 3.14 2.61 19.5 1.54 1.87 Check court docket for orders on the case. 12 3.11 2.68 12 2.61 1.75 Close case if criteria are met for case closure.

13.5 3.00 2.57 24 1.29 1.99 Verify accuracy of absent parent (NCP) legal status for all children. 13.5 3.00 2.53 26 1.14 1.25 Determine if Oklahoma has jurisdiction for a case or can assert

jurisdiction for an Interstate case. 15 2.93 1.74 8 4.46 1.37 Hold settlement conference. 16 2.86 2.82 9 3.82 7.54 Acquire and update address and current employment information for

NCP using manual locate process. 17 2.82 2.31 16.5 1.68 1.26 Check OSIS for child welfare case custody of children. 18 2.79 2.22 13 2.36 1.36 Check OSIS and PS2 for existing case for any party on the application. 19 2.75 2.63 25 1.25 1.15 Determine Case Status (IV-D status). 20 2.68 2.69 22.5 1.32 1.49 Request copies of orders if needed. 21 2.61 1.94 19.5 1.54 1.06 Notify referring state and parties regarding case status and provide

copies of pleadings and notices. 22 2.36 2.51 21 1.50 1.16 Knows what information is needed in the case file for finance. 23 2.32 2.21 30 0.82 0.86 Determine if all IV-A, IV-E, non-IV-E, OJA, Disability cases have

been cross referenced. 24 2.21 2.81 29 0.86 2.07 Read Order(s) to determine the amount, duration, and payor of support

obligation. 25 2.14 2.29 15 1.93 2.63 Enter data on OSIS to build and update obligation. 26 2.07 1.99 18 1.64 1.32 Calculate Un-reimbursed Assistance. 27 2.04 2.37 22.5 1.32 3.11 Prepare and update arrearage computations/record of payments. 28 1.86 2.32 33 0.46 1.00 Determine which order is the controlling order and determine who has

CEJ. 29 1.75 2.20 31 0.61 1.33 Identify and update OSIS information on factors that affect

distribution of money. 30 1.71 1.76 27 0.96 1.02 Prepare and send Outgoing Interstate referral packet to other state

central registry. 31 1.68 2.07 32 0.57 1.04 Implement Income Assignment enforcement action. 32 1.64 1.75 28 0.93 0.90 Prepare and file legal pleadings to modify order with court. 33 1.43 1.85 16.5 1.68 4.43 Build case in OSIS and create physical file. 34 1.29 1.64 34.5 0.36 0.38 Implement Liens against real property (Statement of Judgment)

enforcement action.


June, 2003


Rank Establish

-ment All Area Average Rank

Establish-ment


35 1.11 1.87 36 0.25 1.63 Enter adjustments. 36 1.04 2.03 38.5 0.11 1.88 Complete Balance Accountability. 37 0.96 1.83 38.5 0.11 0.71 Submit State Office requests for adjustments: bad debt, erroneous


38 0.93 1.44 38.5 0.11 0.13 Implement State Tax Offset enforcement action. 39 0.89 1.57 54.5 0.00 0.26 Implement Garnishment enforcement action. 40 0.86 1.56 38.5 0.11 0.37 Implement Unemployment Benefits enforcement action. 41 0.86 1.55 41 0.07 1.05 Implement Contempt enforcement action. 42 0.82 1.81 42 0.04 1.26 Calculate interest. 46 0.79 1.65 34.5 0.36 0.85 Implement Uniform Interstate Family Support Act enforcement action. 46 0.79 1.26 54.5 0.00 0.12 Implement Federal Felony enforcement action. 46 0.79 1.61 54.5 0.00 0.50 Implement Registration of Foreign Support Order enforcement action

with the appropriate tribunal. 46 0.79 1.55 54.5 0.00 0.44 Implement Interstate Administrative Enforcement action. 46 0.79 1.37 54.5 0.00 0.13 Implement Federal Offset enforcement action. 46 0.79 1.62 54.5 0.00 0.97 Manually review Undistributed Payments. 46 0.79 1.11 54.5 0.00 0.13 Implement Appearance Bonds enforcement action. 50 0.75 1.40 54.5 0.00 0.18 Implement Bankruptcy Payments enforcement action. 52 0.71 1.89 54.5 0.00 0.49 Update OSIS with information regarding Return Warrants/Cancelled

by Statute. 52 0.71 1.08 54.5 0.00 0.08 Implement Federal Misdemeanor enforcement action. 52 0.71 1.04 54.5 0.00 0.01 Implement Till Tap (Execution and Levy) enforcement action. 57 0.68 1.61 54.5 0.00 0.50 Implement FIDM enforcement action. 57 0.68 1.66 54.5 0.00 0.43 Implement Worker's Compensation enforcement action. 57 0.68 1.46 54.5 0.00 0.65 Implement License Revocation enforcement action. 57 0.68 1.44 54.5 0.00 0.74 Implement Annual Notice enforcement action. 57 0.68 1.18 54.5 0.00 0.07 Implement State Felony – Interstate Flight enforcement action. 57 0.68 1.01 54.5 0.00 0.07 Implement Seek Work Order enforcement action. 57 0.68 1.19 54.5 0.00 0.04 Implement Credit Bureau enforcement action.

62.5 0.64 1.30 54.5 0.00 0.20 Implement State Felony enforcement action. 62.5 0.64 1.22 54.5 0.00 0.05 Implement Passport enforcement action. 62.5 0.64 1.17 54.5 0.00 0.10 Implement Certificate of Title or License of Registration enforcement

action. 62.5 0.64 1.07 54.5 0.00 0.07 Implement Probate enforcement action. 65 0.61 1.18 54.5 0.00 0.09 Implement Retirement Payments enforcement action. 66 0.57 1.09 54.5 0.00 0.05 Implement State Misdemeanor (Omitting to Provide) enforcement

action.


June, 2003


0 1 2 3 4 Not



Very Important

Extremely Important

Tasks Establish

-ment All Job Areas

Knowledge of which situations must be handled by an Attorney. 3.7 3.5 Understanding and abiding by the expectations for professional behavior, to include understanding that CSS cannot give legal advice but can provide information on process; maintaining confidentiality.

3.7 3.6

Able to read and derive information from court orders. 3.6 3.4 Organizational Skills (a system of organizing and prioritizing tasks) and time management. 3.5 3.5 Able to manage high volume case load. 3.5 3.4 Attention to detail, accuracy, meticulous, thoroughness. 3.4 3.5 Able to compile and evaluate relevant information from various sources, make connections between information, and determine appropriate actions.

3.4 3.4


3.4 3.4

Knowledge of federal law, Oklahoma Child Support Enforcement policy, state statute, and DHS policy. Able to use information to prepare appropriate pleadings and take appropriate action.

3.4 2.8

Knowledge of paternity presumptions and when genetic testing can be done. 3.4 2.6 Able to remain objective and represent interest of the State rather than the CP or NCP. 3.4 3.2 Understanding the overall Child Support Enforcement process. 3.3 3.3 Knowledge of when to ask for assistance from Office Manager or Attorney. 3.3 3.1 Negotiation and settlement skills. 3.3 2.4 Confidence in ability to do your job. 3.3 3.3 Proficient at entering data into OSIS. 3.3 3.3 Able to effectively search the InfoNet, the Internet, OSIS and IVA system to find information. 3.2 3.2 Willing to seek information/assistance from co-workers. 3.2 3.2 Able to listen for pertinent information that could provide needed information. 3.1 3.2 Able to work well in stressful situations and not take your work home with you. 3.1 3.4 Writing skills for Generating correspondence to various audiences (e.g. CP, NCP, NCP attorney, etc.). 3.1 2.9 Approachable and at ease with people. 3.0 3.0 Knowledge of legal process and terminology. 3.0 2.7 Able to interpret and communicate complex and technical information to non-technical people. 3.0 2.7 Desire to help children. 3.0 2.8 Knowledge of how many copies of which documents need to be in the case file and where they should be located in the file.

3.0 2.5

Knowledge of which remedies are the most efficient. 2.9 2.8 Proficient at using Microsoft Word. 2.9 2.6 Knowledge of where to find specifics on how to do a task and which information resources are the most efficient.

2.8 3.0

Basic MS Excel skills (entering data, copying, pasting, moving around, etc.). 2.8 2.5 Knowledge of applied accounting procedures as it relates to CS procedures. Comfortable working with numbers.

2.8 2.6

Assertive. 2.8 2.8 Knowledge of which documents and forms are required for Interstate referrals. 2.7 2.3 Creativity, thinking outside the box. 2.6 2.7 Networking to make connections with persons who can provide information (e.g. utilities, law enforcement, apartment managers, employers, etc.).

2.6 2.7

Critical and analytical thinking. Enjoys solving puzzles. 2.6 2.6 Proficient at using Microsoft Outlook for e-mail and scheduling. 2.4 2.5 Can use formulas in MS Excel to calculate arrears, interest, etc. 2.2 2.1


June, 2003

Appendix K. Finance Knowledge, Skills and Task Ratings Tasks: Mean Importance Ratings and Mean Percent of Time Spent on Each Task


Not Important

Somewhat Important


Very Important

Extremely Important


Rank Fin-ance

All Area Average Rank

Fin-ance


1 3.77 1.87 3 7.88 1.63 Enter adjustments. 2.5 3.69 2.29 1 10.96 2.63 Enter data on OSIS to build and update obligation. 2.5 3.69 2.81 10 3.73 2.07 Read Order(s) to determine the amount, duration, and payor of support

obligation. 4 3.65 2.37 2 8.31 3.11 Prepare and update arrearage computations/record of payments. 6 3.54 2.03 4 6.00 1.88 Complete Balance Accountability. 6 3.54 2.20 9 4.15 1.33 Identify and update OSIS information on factors that affect distribution of

money. 6 3.54 3.49 12 2.62 5.49 Record information in case log.

8.5 3.46 1.99 7.5 4.19 1.32 Calculate Un-reimbursed Assistance. 8.5 3.46 1.62 7.5 4.19 0.97 Manually review Undistributed Payments. 10 3.42 1.81 5 5.31 1.26 Calculate interest. 11 3.38 2.51 15 1.54 1.16 Knows what information is needed in the case file for finance. 12 3.27 1.83 11 2.96 0.71 Submit State Office requests for adjustments: bad debt, erroneous


13 3.15 2.33 6 4.77 2.22 Calculate prior support due. 14 2.96 1.89 14 1.77 0.49 Update OSIS with information regarding Return Warrants/Cancelled by

Statute. 15 2.50 2.21 18 1.12 0.86 Determine if all IV-A, IV-E, non-IV-E, OJA, Disability cases have been

cross referenced. 16 2.46 2.91 17 1.23 3.80 Communicating verbally with parties.

17.5 2.12 2.68 13 2.00 1.75 Close case if criteria are met for case closure. 17.5 2.12 2.57 24 0.77 1.99 Verify accuracy of absent parent (NCP) legal status for all children. 19 2.08 2.31 19 1.00 1.26 Check OSIS for child welfare case custody of children. 20 1.88 2.63 25 0.77 1.15 Determine Case Status (IV-D status). 21 1.85 2.69 20 0.85 1.49 Request copies of orders if needed. 22 1.81 2.72 26 0.77 2.62 Generate correspondence to parties.

23.5 1.77 2.61 22 0.81 1.87 Check court docket for orders on the case. 23.5 1.77 2.32 30 0.27 1.00 Determine which order is the controlling order and determine who has

CEJ. 25 1.62 2.07 31 0.27 1.04 Implement Income Assignment enforcement action. 26 1.54 2.53 32 0.23 1.25 Determine if Oklahoma has jurisdiction for a case or can assert

jurisdiction for an Interstate case. 27.5 1.50 2.22 23 0.81 1.36 Check OSIS and PS2 for existing case for any party on the application. 27.5 1.50 1.61 28 0.35 0.50 Implement FIDM enforcement action. 29 1.42 2.84 27 0.38 2.62 Determine next appropriate action with case. 30 1.38 1.57 35 0.15 0.26 Implement Garnishment enforcement action.

31.5 1.35 2.07 16 1.27 2.01 Calculate current support according to current Oklahoma guidelines. 31.5 1.35 1.44 33 0.23 0.13 Implement State Tax Offset enforcement action. 33.5 1.27 2.82 21 0.85 7.54 Acquire and update address and current employment information for NCP

using manual locate process. 33.5 1.27 1.64 34 0.19 0.38 Implement Liens against real property (Statement of Judgment)

enforcement action.


June, 2003


Rank Fin-ance


Fin-ance


35 1.19 2.36 38 0.12 2.72 Obtain service on NCP. 36.5 1.15 1.44 29 0.35 0.74 Implement Annual Notice enforcement action. 36.5 1.15 1.46 39 0.12 0.65 Implement License Revocation enforcement action. 38.5 1.12 2.59 40 0.12 1.41 Review case to determine if paternity or support establishment is needed. 38.5 1.12 1.56 49.5 0.04 0.37 Implement Unemployment Benefits enforcement action. 41 1.08 1.55 49.5 0.04 0.44 Implement Interstate Administrative Enforcement action. 41 1.08 1.66 49.5 0.04 0.43 Implement Worker's Compensation enforcement action. 41 1.08 1.61 62 0.00 0.50 Implement Registration of Foreign Support Order enforcement action with

the appropriate tribunal. 44.5 1.04 1.85 36 0.15 4.43 Build case in OSIS and create physical file. 44.5 1.04 2.05 49.5 0.04 2.09 Prepare and file legal pleadings to establish support with court. 44.5 1.04 1.96 49.5 0.04 1.66 Prepare and file legal pleadings to establish paternity with court. 44.5 1.04 1.75 49.5 0.04 0.90 Prepare and file legal pleadings to modify order with court. 47 1.00 1.74 37 0.15 1.37 Hold settlement conference. 49 0.96 1.94 49.5 0.04 1.06 Notify referring state and parties regarding case status and provide copies

of pleadings and notices. 49 0.96 1.22 49.5 0.04 0.05 Implement Passport enforcement action. 49 0.96 1.18 62 0.00 0.07 Implement State Felony – Interstate Flight enforcement action. 52 0.92 1.37 41 0.12 0.13 Implement Federal Offset enforcement action. 52 0.92 1.30 62 0.00 0.20 Implement State Felony enforcement action. 52 0.92 1.18 62 0.00 0.09 Implement Retirement Payments enforcement action. 55 0.88 1.40 49.5 0.04 0.18 Implement Bankruptcy Payments enforcement action. 55 0.88 1.65 62 0.00 0.85 Implement Uniform Interstate Family Support Act enforcement action. 55 0.88 1.09 62 0.00 0.05 Implement State Misdemeanor (Omitting to Provide) enforcement action. 58 0.85 1.55 49.5 0.04 1.05 Implement Contempt enforcement action. 58 0.85 1.26 49.5 0.04 0.12 Implement Federal Felony enforcement action. 58 0.85 1.76 62 0.00 1.02 Prepare and send Outgoing Interstate referral packet to other state central

registry. 60.5 0.81 1.07 49.5 0.04 0.07 Implement Probate enforcement action. 60.5 0.81 1.04 62 0.00 0.01 Implement Till Tap (Execution and Levy) enforcement action. 62 0.73 1.11 49.5 0.04 0.13 Implement Appearance Bonds enforcement action. 64 0.69 1.08 49.5 0.04 0.08 Implement Federal Misdemeanor enforcement action. 64 0.69 1.19 49.5 0.04 0.04 Implement Credit Bureau enforcement action. 64 0.69 1.17 49.5 0.04 0.10 Implement Certificate of Title or License of Registration enforcement

action. 66 0.65 1.01 62 0.00 0.07 Implement Seek Work Order enforcement action.


June, 2003


0 1 2 3 4 Not



Very Important

Extremely Important

Tasks Finance All Job Areas

Attention to detail, accuracy, meticulous, thoroughness. 3.8 3.5 Understanding and abiding by the expectations for professional behavior, to include understanding that CSS cannot give legal advice but can provide information on process; maintaining confidentiality.

3.7 3.6

Able to read and derive information from court orders. 3.7 3.4 Knowledge of which situations must be handled by an Attorney. 3.7 3.5 Able to compile and evaluate relevant information from various sources, make connections between information, and determine appropriate actions.

3.6 3.4

Organizational Skills (a system of organizing and prioritizing tasks) and time management. 3.5 3.5 Able to work well in stressful situations and not take your work home with you. 3.5 3.4 Proficient at entering data into OSIS. 3.5 3.3 Knowledge of applied accounting procedures as it relates to CS procedures. Comfortable working with numbers.

3.5 2.6

Willing to seek information/assistance from co-workers. 3.4 3.2 Knowledge of when to ask for assistance from Office Manager or Attorney. 3.3 3.1 Able to communicate with and interview parties and state entities to obtain information and desired results. Able to keep conversations focused, maintain control of the situation, and redirect focus when needed.

3.3 3.4

Confidence in ability to do your job. 3.3 3.3 Able to manage high volume case load. 3.2 3.4 Understanding the overall Child Support Enforcement process. 3.2 3.3 Able to effectively search the InfoNet, the Internet, OSIS and IVA system to find information. 3.2 3.2 Able to remain objective and represent interest of the State rather than the CP or NCP. 3.2 3.2 Can use formulas in MS Excel to calculate arrears, interest, etc. 3.0 2.1 Knowledge of where to find specifics on how to do a task and which information resources are the most efficient.

3.0 3.0

Basic MS Excel skills (entering data, copying, pasting, moving around, etc.). 2.9 2.5 Able to listen for pertinent information that could provide needed information. 2.8 3.2 Able to interpret and communicate complex and technical information to non-technical people. 2.8 2.7 Approachable and at ease with people. 2.7 3.0 Critical and analytical thinking. Enjoys solving puzzles. 2.7 2.6 Knowledge of federal law, Oklahoma Child Support Enforcement policy, state statute, and DHS policy. Able to use information to prepare appropriate pleadings and take appropriate action.

2.7 2.8

Writing skills for Generating correspondence to various audiences (e.g. CP, NCP, NCP attorney, etc.). 2.6 2.9 Knowledge of which remedies are the most efficient. 2.6 2.8 Knowledge of legal process and terminology. 2.5 2.7 Desire to help children. 2.5 2.8 Assertive. 2.5 2.8 Creativity, thinking outside the box. 2.4 2.7 Negotiation and settlement skills. 2.2 2.4 Proficient at using Microsoft Outlook for e-mail and scheduling. 2.2 2.5 Proficient at using Microsoft Word. 2.1 2.6 Knowledge of how many copies of which documents need to be in the case file and where they should be located in the file.

1.9 2.5

Networking to make connections with persons who can provide information (e.g. utilities, law enforcement, apartment managers, employers, etc.).

1.9 2.7

Knowledge of paternity presumptions and when genetic testing can be done. 1.7 2.6 Knowledge of which documents and forms are required for Interstate referrals. 1.5 2.3


June, 2003

Appendix L. Enforcement Knowledge, Skills and Task Ratings Tasks: Mean Importance Ratings and Mean Percent of Time Spent on Each Task


Not Important

Somewhat Important


Very Important

Extremely Important


Rank Enforce-

ment All Area Average Rank

Enforce-ment


1 3.72 2.07 4.5 4.43 1.04 Implement Income Assignment enforcement action. 2 3.69 3.49 4.5 4.43 5.49 Record information in case log. 3 3.59 2.36 15 2.38 2.72 Obtain service on NCP. 4 3.44 2.81 11 3.13 2.07 Read Order(s) to determine the amount, duration, and payor of support

obligation. 5 3.34 2.84 3 4.51 2.62 Determine next appropriate action with case. 6 3.33 2.37 8 3.57 3.11 Prepare and update arrearage computations/record of payments. 7 3.20 2.82 1 6.38 7.54 Acquire and update address and current employment information for

NCP using manual locate process. 8.5 3.18 2.91 2 4.84 3.80 Communicating verbally with parties. 8.5 3.18 2.69 30.5 0.95 1.49 Request copies of orders if needed. 11 3.16 1.55 6 4.10 1.05 Implement Contempt enforcement action. 11 3.16 2.32 21 1.49 1.00 Determine which order is the controlling order and determine who has

CEJ. 11 3.16 1.56 23 1.30 0.37 Implement Unemployment Benefits enforcement action. 14 3.15 1.75 10 3.18 0.90 Prepare and file legal pleadings to modify order with court. 14 3.15 1.46 12 3.08 0.65 Implement License Revocation enforcement action. 14 3.15 1.66 22 1.48 0.43 Implement Worker's Compensation enforcement action. 16 3.08 2.07 13 2.85 2.01 Calculate current support according to current Oklahoma guidelines.

17.5 3.05 1.44 9 3.38 0.74 Implement Annual Notice enforcement action. 17.5 3.05 2.51 27.5 1.15 1.16 Knows what information is needed in the case file for finance. 19 2.97 2.72 7 3.64 2.62 Generate correspondence to parties.

20.5 2.95 2.61 18.5 1.54 1.87 Check court docket for orders on the case. 20.5 2.95 2.53 20 1.51 1.25 Determine if Oklahoma has jurisdiction for a case or can assert

jurisdiction for an Interstate case. 22 2.92 2.33 16 2.21 2.22 Calculate prior support due. 23 2.90 1.64 24.5 1.26 0.38 Implement Liens against real property (Statement of Judgment)

enforcement action. 24 2.90 1.74 14 2.79 1.37 Hold settlement conference. 25 2.84 1.65 32 0.92 0.85 Implement Uniform Interstate Family Support Act enforcement action. 26 2.82 1.57 43.5 0.51 0.26 Implement Garnishment enforcement action.

27.5 2.80 1.61 17 1.67 0.50 Implement FIDM enforcement action. 27.5 2.80 2.29 34 0.79 2.63 Enter data on OSIS to build and update obligation. 30 2.79 1.94 18.5 1.54 1.06 Notify referring state and parties regarding case status and provide

copies of pleadings and notices. 30 2.79 2.68 26 1.20 1.75 Close case if criteria are met for case closure. 30 2.79 2.57 48 0.43 1.99 Verify accuracy of absent parent (NCP) legal status for all children.

32.5 2.75 1.61 29 1.13 0.50 Implement Registration of Foreign Support Order enforcement action with the appropriate tribunal.

32.5 2.75 1.44 45 0.48 0.13 Implement State Tax Offset enforcement action. 34 2.74 1.55 27.5 1.15 0.44 Implement Interstate Administrative Enforcement action. 35 2.72 1.76 30.5 0.95 1.02 Prepare and send Outgoing Interstate referral packet to other state central

registry.


June, 2003


Rank Enforce-

ment All Area Average Rank

Enforce-ment


36 2.70 2.20 35 0.70 1.33 Identify and update OSIS information on factors that affect distribution of money.

37 2.67 2.63 33 0.90 1.15 Determine Case Status (IV-D status). 38.5 2.61 2.03 24.5 1.26 1.88 Complete Balance Accountability. 38.5 2.61 1.87 42 0.52 1.63 Enter adjustments. 40 2.59 2.59 51 0.38 1.41 Review case to determine if paternity or support establishment is needed. 41 2.48 1.83 53 0.31 0.71 Submit State Office requests for adjustments: bad debt, erroneous


42 2.46 1.99 40 0.56 1.32 Calculate Un-reimbursed Assistance. 43 2.44 1.37 46.5 0.44 0.13 Implement Federal Offset enforcement action. 44 2.41 2.05 55.5 0.26 2.09 Prepare and file legal pleadings to establish support with court.

45.5 2.38 1.89 46.5 0.44 0.49 Update OSIS with information regarding Return Warrants/Cancelled by Statute.

45.5 2.38 1.62 49.5 0.41 0.97 Manually review Undistributed Payments. 47 2.36 1.81 36 0.67 1.26 Calculate interest. 48 2.34 1.40 43.5 0.51 0.18 Implement Bankruptcy Payments enforcement action. 49 2.28 2.31 38 0.64 1.26 Check OSIS for child welfare case custody of children. 50 2.25 2.21 41 0.54 0.86 Determine if all IV-A, IV-E, non-IV-E, OJA, Disability cases have been

cross referenced. 51 2.21 1.17 38 0.64 0.10 Implement Certificate of Title or License of Registration enforcement

action. 52 2.18 1.96 66 0.05 1.66 Prepare and file legal pleadings to establish paternity with court. 53 2.10 1.18 57.5 0.25 0.09 Implement Retirement Payments enforcement action. 54 2.08 2.22 38 0.64 1.36 Check OSIS and PS2 for existing case for any party on the application. 55 2.05 1.19 57.5 0.25 0.04 Implement Credit Bureau enforcement action. 56 2.02 1.26 55.5 0.26 0.12 Implement Federal Felony enforcement action. 57 1.98 1.22 60 0.18 0.05 Implement Passport enforcement action. 58 1.97 1.30 59 0.20 0.20 Implement State Felony enforcement action. 59 1.95 1.07 61.5 0.16 0.07 Implement Probate enforcement action. 60 1.89 1.09 54 0.28 0.05 Implement State Misdemeanor (Omitting to Provide) enforcement

action. 61 1.85 1.11 49.5 0.41 0.13 Implement Appearance Bonds enforcement action. 62 1.84 1.18 63 0.13 0.07 Implement State Felony – Interstate Flight enforcement action. 63 1.80 1.85 52 0.36 4.43 Build case in OSIS and create physical file.

64.5 1.79 1.01 61.5 0.16 0.07 Implement Seek Work Order enforcement action. 64.5 1.79 1.08 65 0.08 0.08 Implement Federal Misdemeanor enforcement action. 66 1.69 1.04 64 0.10 0.01 Implement Till Tap (Execution and Levy) enforcement action.


June, 2003


0 1 2 3 4 Not



Very Important

Extremely Important

Tasks Enforce-

ment All Job Areas

Understanding and abiding by the expectations for professional behavior, to include understanding that CSS cannot give legal advice but can provide information on process; maintaining confidentiality.

3.8 3.6

Knowledge of which situations must be handled by an Attorney. 3.7 3.5 Able to read and derive information from court orders. 3.6 3.4 Understanding the overall Child Support Enforcement process. 3.6 3.3 Attention to detail, accuracy, meticulous, thoroughness. 3.5 3.5 Able to manage high volume case load. 3.5 3.4 Able to work well in stressful situations and not take your work home with you. 3.5 3.4 Able to remain objective and represent interest of the State rather than the CP or NCP. 3.4 3.2 Able to compile and evaluate relevant information from various sources, make connections between information, and determine appropriate actions.

3.4 3.4

Willing to seek information/assistance from co-workers. 3.4 3.2 Able to listen for pertinent information that could provide needed information. 3.4 3.2 Organizational Skills (a system of organizing and prioritizing tasks) and time management. 3.4 3.5 Able to communicate with and interview parties and state entities to obtain information and desired results. Able to keep conversations focused, maintain control of the situation, and redirect focus when needed.

3.4 3.4

Knowledge of when to ask for assistance from Office Manager or Attorney. 3.2 3.1 Confidence in ability to do your job. 3.2 3.3 Proficient at entering data into OSIS. 3.2 3.3 Knowledge of legal process and terminology. 3.2 2.7 Able to effectively search the InfoNet, the Internet, OSIS and IVA system to find information. 3.2 3.2 Knowledge of federal law, Oklahoma Child Support Enforcement policy, state statute, and DHS policy. Able to use information to prepare appropriate pleadings and take appropriate action.

3.2 2.8

Knowledge of where to find specifics on how to do a task and which information resources are the most efficient.

3.1 3.0

Knowledge of which remedies are the most efficient. 3.1 2.8 Negotiation and settlement skills. 3.1 2.4 Able to interpret and communicate complex and technical information to non-technical people. 3.0 2.7 Desire to help children. 3.0 2.8 Writing skills for Generating correspondence to various audiences (e.g. CP, NCP, NCP attorney, etc.). 3.0 2.9 Approachable and at ease with people. 2.9 3.0 Knowledge of how many copies of which documents need to be in the case file and where they should be located in the file.

2.9 2.5

Knowledge of applied accounting procedures as it relates to CS procedures. Comfortable working with numbers.

2.8 2.6

Knowledge of which documents and forms are required for Interstate referrals. 2.8 2.3 Assertive. 2.8 2.8 Proficient at using Microsoft Word. 2.8 2.6 Networking to make connections with persons who can provide information (e.g. utilities, law enforcement, apartment managers, employers, etc.).

2.7 2.7

Basic MS Excel skills (entering data, copying, pasting, moving around, etc.). 2.6 2.5 Creativity, thinking outside the box. 2.6 2.7 Proficient at using Microsoft Outlook for e-mail and scheduling. 2.5 2.5 Can use formulas in MS Excel to calculate arrears, interest, etc. 2.5 2.1 Knowledge of paternity presumptions and when genetic testing can be done. 2.4 2.6 Critical and analytical thinking. Enjoys solving puzzles. 2.4 2.6


June, 2003

Appendix M. Interstate Knowledge, Skills and Task Ratings Tasks: Mean Importance Ratings and Mean Percent of Time Spent on Each Task


Not Important

Somewhat Important


Very Important

Extremely Important


Rank Inter-state


Inter-state


1.5 3.44 3.49 2 8.56 5.49 Record information in case log. 1.5 3.44 2.32 9 2.78 1.00 Determine which order is the controlling order and determine who has

CEJ. 3.5 3.33 2.53 8 3.11 1.25 Determine if Oklahoma has jurisdiction for a case or can assert jurisdiction

for an Interstate case. 3.5 3.33 2.81 11.5 2.22 2.07 Read Order(s) to determine the amount, duration, and payor of support

obligation. 6 3.22 2.84 3 5.78 2.62 Determine next appropriate action with case. 6 3.22 2.37 4 5.11 3.11 Prepare and update arrearage computations/record of payments. 6 3.22 2.69 13 2.00 1.49 Request copies of orders if needed. 10 3.11 2.91 1 9.89 3.80 Communicating verbally with parties. 10 3.11 1.65 6 4.22 0.85 Implement Uniform Interstate Family Support Act enforcement action. 10 3.11 2.72 7 4.00 2.62 Generate correspondence to parties. 10 3.11 2.82 16 1.78 7.54 Acquire and update address and current employment information for NCP

using manual locate process. 10 3.11 2.59 21 1.33 1.41 Review case to determine if paternity or support establishment is needed. 15 3.00 1.76 5 4.67 1.02 Prepare and send Outgoing Interstate referral packet to other state central

registry. 15 3.00 1.94 10 2.67 1.06 Notify referring state and parties regarding case status and provide copies

of pleadings and notices. 15 3.00 2.68 11.5 2.22 1.75 Close case if criteria are met for case closure. 15 3.00 2.63 14.5 1.89 1.15 Determine Case Status (IV-D status). 15 3.00 1.61 17.5 1.56 0.50 Implement Registration of Foreign Support Order enforcement action with

the appropriate tribunal. 18.5 2.89 1.55 17.5 1.56 0.44 Implement Interstate Administrative Enforcement action. 18.5 2.89 2.33 19 1.44 2.22 Calculate prior support due. 21 2.78 2.51 21 1.33 1.16 Knows what information is needed in the case file for finance. 21 2.78 2.61 24.5 1.11 1.87 Check court docket for orders on the case. 21 2.78 2.07 32 0.78 1.04 Implement Income Assignment enforcement action.

24.5 2.67 2.03 14.5 1.89 1.88 Complete Balance Accountability. 24.5 2.67 2.57 27.5 1.00 1.99 Verify accuracy of absent parent (NCP) legal status for all children. 24.5 2.67 2.05 35.5 0.67 2.09 Prepare and file legal pleadings to establish support with court. 24.5 2.67 1.66 45.5 0.44 0.43 Implement Worker's Compensation enforcement action. 27 2.56 2.36 29.5 0.89 2.72 Obtain service on NCP.

28.5 2.44 2.07 21 1.33 2.01 Calculate current support according to current Oklahoma guidelines. 28.5 2.44 1.57 35.5 0.67 0.26 Implement Garnishment enforcement action. 28.5 2.44 1.75 40 0.56 0.90 Prepare and file legal pleadings to modify order with court. 28.5 2.44 1.96 45.5 0.44 1.66 Prepare and file legal pleadings to establish paternity with court. 34.5 2.33 1.81 24.5 1.11 1.26 Calculate interest. 34.5 2.33 1.30 27.5 1.00 0.20 Implement State Felony enforcement action. 34.5 2.33 1.61 45.5 0.44 0.50 Implement FIDM enforcement action. 34.5 2.33 1.40 45.5 0.44 0.18 Implement Bankruptcy Payments enforcement action. 34.5 2.33 1.37 50.5 0.33 0.13 Implement Federal Offset enforcement action. 34.5 2.33 1.26 50.5 0.33 0.12 Implement Federal Felony enforcement action.


June, 2003


Rank Inter-state


Inter-state


38 2.22 1.22 59 0.11 0.05 Implement Passport enforcement action. 41 2.11 2.31 24.5 1.11 1.26 Check OSIS for child welfare case custody of children. 41 2.11 2.20 32 0.78 1.33 Identify and update OSIS information on factors that affect distribution of

money. 41 2.11 1.55 35.5 0.67 1.05 Implement Contempt enforcement action. 41 2.11 1.64 55.5 0.22 0.38 Implement Liens against real property (Statement of Judgment)

enforcement action. 41 2.11 1.89 55.5 0.22 0.49 Update OSIS with information regarding Return Warrants/Cancelled by

Statute. 46 2.00 2.29 24.5 1.11 2.63 Enter data on OSIS to build and update obligation. 46 2.00 1.74 40 0.56 1.37 Hold settlement conference. 46 2.00 1.44 45.5 0.44 0.74 Implement Annual Notice enforcement action. 46 2.00 1.46 45.5 0.44 0.65 Implement License Revocation enforcement action. 46 2.00 1.19 63 0.00 0.04 Implement Credit Bureau enforcement action.

50.5 1.89 1.99 40 0.56 1.32 Calculate Un-reimbursed Assistance. 50.5 1.89 1.83 40 0.56 0.71 Submit State Office requests for adjustments: bad debt, erroneous


50.5 1.89 1.56 50.5 0.33 0.37 Implement Unemployment Benefits enforcement action. 50.5 1.89 1.17 63 0.00 0.10 Implement Certificate of Title or License of Registration enforcement

action. 53.5 1.78 1.87 35.5 0.67 1.63 Enter adjustments. 53.5 1.78 1.18 50.5 0.33 0.07 Implement State Felony – Interstate Flight enforcement action. 55.5 1.67 2.22 29.5 0.89 1.36 Check OSIS and PS2 for existing case for any party on the application. 55.5 1.67 2.21 32 0.78 0.86 Determine if all IV-A, IV-E, non-IV-E, OJA, Disability cases have been

cross referenced. 58 1.56 1.18 55.5 0.22 0.09 Implement Retirement Payments enforcement action. 58 1.56 1.07 55.5 0.22 0.07 Implement Probate enforcement action. 58 1.56 1.44 63 0.00 0.13 Implement State Tax Offset enforcement action. 61 1.44 1.62 40 0.56 0.97 Manually review Undistributed Payments. 61 1.44 1.08 55.5 0.22 0.08 Implement Federal Misdemeanor enforcement action. 61 1.44 1.11 63 0.00 0.13 Implement Appearance Bonds enforcement action.

63.5 1.33 1.85 63 0.00 4.43 Build case in OSIS and create physical file. 63.5 1.33 1.09 63 0.00 0.05 Implement State Misdemeanor (Omitting to Provide) enforcement action. 65.5 1.22 1.01 55.5 0.22 0.07 Implement Seek Work Order enforcement action. 65.5 1.22 1.04 63 0.00 0.01 Implement Till Tap (Execution and Levy) enforcement action.


June, 2003

Knowledge and Skills: Mean Importance Ratings


Not Important

Somewhat Important


Very Important

Extremely Important

Tasks Inter-state

All Job Areas

Knowledge of which situations must be handled by an Attorney. 3.7 3.5 Able to remain objective and represent interest of the State rather than the CP or NCP. 3.6 3.2 Able to communicate with and interview parties and state entities to obtain information and desired results. Able to keep conversations focused, maintain control of the situation, and redirect focus when needed.

3.6 3.4

Understanding and abiding by the expectations for professional behavior, to include understanding that CSS cannot give legal advice but can provide information on process; maintaining confidentiality.

3.4 3.6

Understanding the overall Child Support Enforcement process. 3.4 3.3 Able to manage high volume case load. 3.4 3.4 Able to compile and evaluate relevant information from various sources, make connections between information, and determine appropriate actions.

3.4 3.4

Willing to seek information/assistance from co-workers. 3.4 3.2 Organizational Skills (a system of organizing and prioritizing tasks) and time management. 3.4 3.5 Able to read and derive information from court orders. 3.3 3.4 Attention to detail, accuracy, meticulous, thoroughness. 3.3 3.5 Able to work well in stressful situations and not take your work home with you. 3.2 3.4 Able to listen for pertinent information that could provide needed information. 3.1 3.2 Confidence in ability to do your job. 3.1 3.3 Proficient at entering data into OSIS. 3.1 3.3 Knowledge of which remedies are the most efficient. 3.0 2.8 Approachable and at ease with people. 3.0 3.0 Knowledge of which documents and forms are required for Interstate referrals. 3.0 2.3 Proficient at using Microsoft Word. 3.0 2.6 Knowledge of when to ask for assistance from Office Manager or Attorney. 2.9 3.1 Able to effectively search the InfoNet, the Internet, OSIS and IVA system to find information. 2.9 3.2 Knowledge of federal law, Oklahoma Child Support Enforcement policy, state statute, and DHS policy. Able to use information to prepare appropriate pleadings and take appropriate action.

2.9 2.8

Knowledge of where to find specifics on how to do a task and which information resources are the most efficient. 2.9 3.0 Writing skills for Generating correspondence to various audiences (e.g. CP, NCP, NCP attorney, etc.). 2.9 2.9 Assertive. 2.9 2.8 Desire to help children. 2.8 2.8 Knowledge of paternity presumptions and when genetic testing can be done. 2.8 2.6 Able to interpret and communicate complex and technical information to non-technical people. 2.7 2.7 Proficient at using Microsoft Outlook for e-mail and scheduling. 2.7 2.5 Knowledge of legal process and terminology. 2.6 2.7 Knowledge of applied accounting procedures as it relates to CS procedures. Comfortable working with numbers. 2.6 2.6 Negotiation and settlement skills. 2.4 2.4 Networking to make connections with persons who can provide information (e.g. utilities, law enforcement, apartment managers, employers, etc.).

2.4 2.7

Creativity, thinking outside the box. 2.4 2.7 Critical and analytical thinking. Enjoys solving puzzles. 2.4 2.6 Knowledge of how many copies of which documents need to be in the case file and where they should be located in the file.

2.3 2.5

Basic MS Excel skills (entering data, copying, pasting, moving around, etc.). 2.1 2.5 Can use formulas in MS Excel to calculate arrears, interest, etc. 2.1 2.1


June, 2003

Appendix N. Generalist Knowledge, Skills and Task Ratings Tasks: Mean Importance Ratings and Mean Percent of Time Spent on Each Task


Not Important

Somewhat Important


Very Important

Extremely Important


Rank Gener-alist


Gener-alist


1 3.57 3.49 2 3.79 5.49 Record information in case log. 2 3.29 2.81 15.5 2.14 2.07 Read Order(s) to determine the amount, duration, and payor of support

obligation. 3 3.21 2.84 7 3.00 2.62 Determine next appropriate action with case. 4 3.14 2.36 11 2.57 2.72 Obtain service on NCP.

5.5 3.07 2.03 1 3.93 1.88 Complete Balance Accountability. 5.5 3.07 2.20 15.5 2.14 1.33 Identify and update OSIS information on factors that affect distribution of

money. 9.5 2.93 2.37 4 3.36 3.11 Prepare and update arrearage computations/record of payments. 9.5 2.93 2.29 6 3.14 2.63 Enter data on OSIS to build and update obligation. 9.5 2.93 2.07 9.5 2.64 2.01 Calculate current support according to current Oklahoma guidelines. 9.5 2.93 2.69 21 1.71 1.49 Request copies of orders if needed. 9.5 2.93 2.51 29 1.36 1.16 Knows what information is needed in the case file for finance. 9.5 2.93 2.07 31 1.07 1.04 Implement Income Assignment enforcement action. 13.5 2.86 2.05 5 3.29 2.09 Prepare and file legal pleadings to establish support with court. 13.5 2.86 2.68 26 1.50 1.75 Close case if criteria are met for case closure. 16 2.79 1.96 8 2.79 1.66 Prepare and file legal pleadings to establish paternity with court. 16 2.79 2.33 18 2.07 2.22 Calculate prior support due. 16 2.79 1.89 37 0.86 0.49 Update OSIS with information regarding Return Warrants/Cancelled by

Statute. 20.5 2.71 1.55 12 2.36 1.05 Implement Contempt enforcement action. 20.5 2.71 1.99 13.5 2.21 1.32 Calculate Un-reimbursed Assistance. 20.5 2.71 2.72 18 2.07 2.62 Generate correspondence to parties. 20.5 2.71 2.32 30 1.14 1.00 Determine which order is the controlling order and determine who has

CEJ. 20.5 2.71 1.65 49.5 0.29 0.85 Implement Uniform Interstate Family Support Act enforcement action. 26 2.64 2.57 3 3.43 1.99 Verify accuracy of absent parent (NCP) legal status for all children. 26 2.64 2.91 9.5 2.64 3.80 Communicating verbally with parties. 26 2.64 2.61 13.5 2.21 1.87 Check court docket for orders on the case. 26 2.64 1.87 18 2.07 1.63 Enter adjustments. 26 2.64 2.53 26 1.50 1.25 Determine if Oklahoma has jurisdiction for a case or can assert jurisdiction

for an Interstate case. 26 2.64 1.75 26 1.50 0.90 Prepare and file legal pleadings to modify order with court. 26 2.64 1.61 41.5 0.71 0.50 Implement Registration of Foreign Support Order enforcement action with

the appropriate tribunal. 32 2.57 2.82 20 2.00 7.54 Acquire and update address and current employment information for NCP

using manual locate process. 32 2.57 1.83 32 1.00 0.71 Submit State Office requests for adjustments: bad debt, erroneous


32 2.57 1.66 34 0.93 0.43 Implement Worker's Compensation enforcement action. 32 2.57 2.63 39.5 0.79 1.15 Determine Case Status (IV-D status). 32 2.57 1.76 47 0.43 1.02 Prepare and send Outgoing Interstate referral packet to other state central

registry.


June, 2003


Rank Gener-alist


Gener-alist


35 2.50 1.56 41.5 0.71 0.37 Implement Unemployment Benefits enforcement action. 38.5 2.43 1.81 23 1.57 1.26 Calculate interest. 38.5 2.43 1.61 34 0.93 0.50 Implement FIDM enforcement action. 38.5 2.43 1.94 37 0.86 1.06 Notify referring state and parties regarding case status and provide copies

of pleadings and notices. 38.5 2.43 1.57 44 0.50 0.26 Implement Garnishment enforcement action. 38.5 2.43 1.64 47 0.43 0.38 Implement Liens against real property (Statement of Judgment)

enforcement action. 38.5 2.43 1.40 49.5 0.29 0.18 Implement Bankruptcy Payments enforcement action. 42 2.36 2.59 26 1.50 1.41 Review case to determine if paternity or support establishment is needed.

43.5 2.29 1.62 22 1.64 0.97 Manually review Undistributed Payments. 43.5 2.29 1.74 26 1.50 1.37 Hold settlement conference. 46.5 2.21 2.22 44 0.50 1.36 Check OSIS and PS2 for existing case for any party on the application. 46.5 2.21 2.21 44 0.50 0.86 Determine if all IV-A, IV-E, non-IV-E, OJA, Disability cases have been

cross referenced. 46.5 2.21 1.85 54 0.14 4.43 Build case in OSIS and create physical file. 46.5 2.21 1.44 58 0.07 0.13 Implement State Tax Offset enforcement action. 49.5 2.14 1.46 39.5 0.79 0.65 Implement License Revocation enforcement action. 49.5 2.14 1.30 51.5 0.21 0.20 Implement State Felony enforcement action. 52 2.07 1.11 47 0.43 0.13 Implement Appearance Bonds enforcement action. 52 2.07 1.55 54 0.14 0.44 Implement Interstate Administrative Enforcement action. 52 2.07 1.18 54 0.14 0.09 Implement Retirement Payments enforcement action.

54.5 2.00 1.44 34 0.93 0.74 Implement Annual Notice enforcement action. 54.5 2.00 2.31 37 0.86 1.26 Check OSIS for child welfare case custody of children. 56.5 1.93 1.37 63.5 0.00 0.13 Implement Federal Offset enforcement action. 56.5 1.93 1.19 63.5 0.00 0.04 Implement Credit Bureau enforcement action. 59 1.71 1.01 58 0.07 0.07 Implement Seek Work Order enforcement action. 59 1.71 1.18 63.5 0.00 0.07 Implement State Felony – Interstate Flight enforcement action. 59 1.71 1.22 63.5 0.00 0.05 Implement Passport enforcement action. 62 1.64 1.09 58 0.07 0.05 Implement State Misdemeanor (Omitting to Provide) enforcement action. 62 1.64 1.17 63.5 0.00 0.10 Implement Certificate of Title or License of Registration enforcement

action. 62 1.64 1.04 63.5 0.00 0.01 Implement Till Tap (Execution and Levy) enforcement action. 64 1.57 1.07 58 0.07 0.07 Implement Probate enforcement action. 65 1.50 1.26 58 0.07 0.12 Implement Federal Felony enforcement action. 66 1.29 1.08 51.5 0.21 0.08 Implement Federal Misdemeanor enforcement action.


June, 2003


0 1 2 3 4 Not



Very Important

Extremely Important

Tasks Gene-ralist

All Job Areas

Knowledge of which situations must be handled by an Attorney. 3.6 3.5 Understanding and abiding by the expectations for professional behavior, to include understanding that CSS cannot give legal advice but can provide information on process; maintaining confidentiality.

3.6 3.6

Able to work well in stressful situations and not take your work home with you. 3.6 3.4 Attention to detail, accuracy, meticulous, thoroughness. 3.5 3.5 Able to manage high volume case load. 3.4 3.4 Organizational Skills (a system of organizing and prioritizing tasks) and time management. 3.4 3.5 Able to read and derive information from court orders. 3.4 3.4 Understanding the overall Child Support Enforcement process. 3.4 3.3 Able to remain objective and represent interest of the State rather than the CP or NCP. 3.3 3.2 Willing to seek information/assistance from co-workers. 3.3 3.2 Proficient at entering data into OSIS. 3.3 3.3 Able to communicate with and interview parties and state entities to obtain information and desired results. Able to keep conversations focused, maintain control of the situation, and redirect focus when needed.

3.2 3.4

Confidence in ability to do your job. 3.2 3.3 Knowledge of when to ask for assistance from Office Manager or Attorney. 3.2 3.1 Able to compile and evaluate relevant information from various sources, make connections between information, and determine appropriate actions.

3.1 3.4


3.1 2.8

Desire to help children. 3.1 2.8 Knowledge of applied accounting procedures as it relates to CS procedures. Comfortable working with numbers.

3.1 2.6

Able to listen for pertinent information that could provide needed information. 3.0 3.2 Knowledge of legal process and terminology. 3.0 2.7 Approachable and at ease with people. 2.9 3.0 Able to effectively search the InfoNet, the Internet, OSIS and IVA system to find information. 2.9 3.2 Knowledge of where to find specifics on how to do a task and which information resources are the most efficient.

2.9 3.0

Networking to make connections with persons who can provide information (e.g. utilities, law enforcement, apartment managers, employers, etc.).

2.9 2.7

Knowledge of which documents and forms are required for Interstate referrals. 2.8 2.3 Writing skills for Generating correspondence to various audiences (e.g. CP, NCP, NCP attorney, etc.). 2.8 2.9 Assertive. 2.8 2.8 Negotiation and settlement skills. 2.8 2.4 Creativity, thinking outside the box. 2.8 2.7 Knowledge of which remedies are the most efficient. 2.7 2.8 Knowledge of paternity presumptions and when genetic testing can be done. 2.7 2.6 Proficient at using Microsoft Word. 2.6 2.6 Proficient at using Microsoft Outlook for e-mail and scheduling. 2.6 2.5 Able to interpret and communicate complex and technical information to non-technical people. 2.5 2.7 Critical and analytical thinking. Enjoys solving puzzles. 2.5 2.6 Knowledge of how many copies of which documents need to be in the case file and where they should be located in the file.

2.5 2.5

Basic MS Excel skills (entering data, copying, pasting, moving around, etc.). 2.4 2.5 Can use formulas in MS Excel to calculate arrears, interest, etc. 2.1 2.1


June, 2003

Appendix O. Task Importance Ratings by Job Area Importance Rating Scale:

0 1 2 3 4 Not



Very Important

Extremely Important

Task (Sorted alphabetically)

Case Initiation

Lo-cate

Establish-ment

Fin-ance

Enforce-ment

Inter-state

Gener-alist

Avg


3.1 3.7 2.9 1.3 3.2 3.1 2.6 2.8

Build case in OSIS and create physical file. 4.0 1.1 1.4 1.0 1.8 1.3 2.2 1.8 Calculate current support according to current Oklahoma guidelines.

0.7 0.7 3.4 1.3 3.1 2.4 2.9 2.1

Calculate interest. 0.5 0.8 0.8 3.4 2.4 2.3 2.4 1.8 Calculate prior support due. 0.8 0.7 3.1 3.2 2.9 2.9 2.8 2.3 Calculate Unreimbursed Assistance. 0.7 0.7 2.1 3.5 2.5 1.9 2.7 2.0 Check court docket for orders on the case. 3.2 1.8 3.1 1.8 3.0 2.8 2.6 2.6 Check OSIS and PS2 for existing case for any party on the application.

3.8 1.6 2.8 1.5 2.1 1.7 2.2 2.2

Check OSIS for child welfare case custody of children. 3.5 1.3 2.8 2.1 2.3 2.1 2.0 2.3 Close case if criteria are met for case closure. 2.5 2.3 3.1 2.1 2.8 3.0 2.9 2.7 Communicating verbally with parties. 2.8 2.8 3.4 2.5 3.2 3.1 2.6 2.9 Complete Balance Accountability. 0.6 0.7 1.0 3.5 2.6 2.7 3.1 2.0 Determine Case Status (IV-D status). 3.6 1.9 2.8 1.9 2.7 3.0 2.6 2.6 Determine if all IV-A, IV-E, non-IV-E, OJA, Disability cases have been cross referenced.

3.2 1.3 2.3 2.5 2.2 1.7 2.2 2.2


2.2 2.0 3.0 1.5 3.0 3.3 2.6 2.5

Determine next appropriate action with case. 2.4 2.9 3.4 1.4 3.3 3.2 3.2 2.8 Determine which order is the controlling order and determine who has CEJ.

1.5 1.8 1.9 1.8 3.2 3.4 2.7 2.3

Enter adjustments. 0.5 0.7 1.1 3.8 2.6 1.8 2.6 1.9 Enter data on OSIS to build and update obligation. 1.2 1.2 2.1 3.7 2.8 2.0 2.9 2.3 Generate correspondence to parties. 2.6 2.6 3.3 1.8 3.0 3.1 2.7 2.7 Hold settlement conference. 0.4 0.7 2.9 1.0 2.9 2.0 2.3 1.7 Identify and update OSIS information on factors that affect distribution of money.

0.9 1.3 1.8 3.5 2.7 2.1 3.1 2.2

Implement Annual Notice enforcement action. 0.5 0.7 0.7 1.2 3.0 2.0 2.0 1.4 Implement Appearance Bonds enforcement action. 0.3 0.6 0.8 0.7 1.9 1.4 2.1 1.1 Implement Bankruptcy Payments enforcement action. 0.3 0.8 0.8 0.9 2.3 2.3 2.4 1.4 Implement Certificate of Title or License of Registration enforcement action.

0.5 0.7 0.6 0.7 2.2 1.9 1.6 1.2

Implement Contempt enforcement action. 0.5 0.7 0.9 0.8 3.2 2.1 2.7 1.5 Implement Credit Bureau enforcement action. 0.3 0.7 0.7 0.7 2.0 2.0 1.9 1.2 Implement Federal Felony enforcement action. 0.3 1.0 0.8 0.8 2.0 2.3 1.5 1.3 Implement Federal Misdemeanor enforcement action. 0.3 1.3 0.7 0.7 1.8 1.4 1.3 1.1 Implement Federal Offset enforcement action. 0.3 0.9 0.8 0.9 2.4 2.3 1.9 1.4 Implement FIDM enforcement action. 0.4 1.1 0.7 1.5 2.8 2.3 2.4 1.6 Implement Garnishment enforcement action. 0.4 0.7 0.9 1.4 2.8 2.4 2.4 1.6 Implement Income Assignment enforcement action. 0.8 1.0 1.7 1.6 3.7 2.8 2.9 2.1 Implement Interstate Administrative Enforcement action. 0.6 0.7 0.8 1.1 2.7 2.9 2.1 1.5 Implement License Revocation enforcement action. 0.3 0.8 0.7 1.2 3.1 2.0 2.1 1.5 Implement Liens against real property (Statement of Judgment) enforcement action.

0.7 0.8 1.3 1.3 2.9 2.1 2.4 1.6


June, 2003


Case Initiation

Lo-cate

Establish-ment

Fin-ance

Enforce-ment

Inter-state

Gener-alist

Avg

Implement Passport enforcement action. 0.2 0.9 0.6 1.0 2.0 2.2 1.7 1.2 Implement Probate enforcement action. 0.3 0.7 0.6 0.8 2.0 1.6 1.6 1.1 Implement Registration of Foreign Support Order enforcement action with the appropriate tribunal.

0.2 0.8 0.8 1.1 2.8 3.0 2.6 1.6

Implement Retirement Payments enforcement action. 0.2 0.8 0.6 0.9 2.1 1.6 2.1 1.2 Implement Seek Work Order enforcement action. 0.2 0.8 0.7 0.7 1.8 1.2 1.7 1.0 Implement State Felony – Interstate Flight enforcement action.

0.3 1.0 0.7 1.0 1.8 1.8 1.7 1.2

Implement State Felony enforcement action. 0.2 0.9 0.6 0.9 2.0 2.3 2.1 1.3 Implement State Misdemeanor (Omitting to Provide) enforcement action.

0.3 1.0 0.6 0.9 1.9 1.3 1.6 1.1

Implement State Tax Offset enforcement action. 0.4 0.9 0.9 1.3 2.8 1.6 2.2 1.4 Implement Till Tap (Execution and Levy) enforcement action.

0.3 0.9 0.7 0.8 1.7 1.2 1.6 1.0

Implement Unemployment Benefits enforcement action. 0.6 0.8 0.9 1.1 3.2 1.9 2.5 1.6 Implement Uniform Interstate Family Support Act enforcement action.

0.5 0.7 0.8 0.9 2.8 3.1 2.7 1.6

Implement Worker's Compensation enforcement action. 0.6 0.9 0.7 1.1 3.1 2.7 2.6 1.7 Knows what information is needed in the case file for finance.

1.5 1.6 2.4 3.4 3.0 2.8 2.9 2.5

Manually review Undistributed Payments. 0.3 0.7 0.8 3.5 2.4 1.4 2.3 1.6 Notify referring state and parties regarding case status and provide copies of pleadings and notices.

0.8 1.0 2.6 1.0 2.8 3.0 2.4 1.9

Obtain service on NCP. 1.0 1.6 3.5 1.2 3.6 2.6 3.1 2.4 Prepare and file legal pleadings to establish paternity with court.

0.7 0.8 3.8 1.0 2.2 2.4 2.8 2.0


0.8 0.8 3.8 1.0 2.4 2.7 2.9 2.0

Prepare and file legal pleadings to modify order with court. 0.5 0.8 1.6 1.0 3.1 2.4 2.6 1.7 Prepare and send Outgoing Interstate referral packet to other state central registry.

0.7 0.8 1.7 0.8 2.7 3.0 2.6 1.8


0.5 0.9 2.0 3.7 3.3 3.2 2.9 2.4


1.6 2.1 2.2 3.7 3.4 3.3 3.3 2.8

Record information in case log. 3.2 3.3 3.6 3.5 3.7 3.4 3.6 3.5 Request copies of orders if needed. 3.0 2.0 2.7 1.8 3.2 3.2 2.9 2.7 Review case to determine if paternity or support establishment is needed.

2.7 2.6 3.7 1.1 2.6 3.1 2.4 2.6

Submit State Office requests for adjustments: bad debt, erroneous overpayment, transferred payments, or detainment of direct payments by CP.

0.4 1.2 1.0 3.3 2.5 1.9 2.6 1.8

Update OSIS with information regarding Return Warrants/Cancelled by Statute.

0.7 1.6 0.7 3.0 2.4 2.1 2.8 1.9


3.1 1.7 3.0 2.1 2.8 2.7 2.6 2.6


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Appendix P. Time Spent on Tasks by Job Area Task (Sorted alphabetically)

Case Initiation

Lo-cate

Establish-ment

Fin-ance

Enforce-ment

Inter-state

Gener-alist

Avg


5.2 32.8 3.8 0.8 6.4 1.8 2.0 7.5

Build case in OSIS and create physical file. 24.7 4.0 1.7 0.2 0.4 0.0 0.1 4.4 Calculate current support according to current Oklahoma guidelines.

0.1 0.1 5.8 1.3 2.9 1.3 2.6 2.0

Calculate interest. 0.0 0.1 0.0 5.3 0.7 1.1 1.6 1.3 Calculate prior support due. 0.2 0.1 4.7 4.8 2.2 1.4 2.1 2.2 Calculate Un-reimbursed Assistance. 0.1 0.0 1.6 4.2 0.6 0.6 2.2 1.3 Check court docket for orders on the case. 3.8 2.1 1.5 0.8 1.5 1.1 2.2 1.9 Check OSIS and PS2 for existing case for any party on the application.

3.5 0.8 2.4 0.8 0.6 0.9 0.5 1.4

Check OSIS for child welfare case custody of children. 3.3 0.2 1.7 1.0 0.6 1.1 0.9 1.3 Close case if criteria are met for case closure. 1.3 1.4 2.6 2.0 1.2 2.2 1.5 1.8 Communicating verbally with parties. 1.4 1.7 4.9 1.2 4.8 9.9 2.6 3.8 Complete Balance Accountability. 0.0 0.0 0.1 6.0 1.3 1.9 3.9 1.9 Determine Case Status (IV-D status). 1.9 0.6 1.3 0.8 0.9 1.9 0.8 1.2 Determine if all IV-A, IV-E, non-IV-E, OJA, Disability cases have been cross referenced.

2.1 0.2 0.8 1.1 0.5 0.8 0.5 0.9


0.9 0.3 1.1 0.2 1.5 3.1 1.5 1.2

Determine next appropriate action with case. 1.5 0.9 2.3 0.4 4.5 5.8 3.0 2.6 Determine which order is the controlling order and determine who has CEJ.

0.5 0.3 0.5 0.3 1.5 2.8 1.1 1.0

Enter adjustments. 0.0 0.0 0.3 7.9 0.5 0.7 2.1 1.6 Enter data on OSIS to build and update obligation. 0.2 0.3 1.9 11.0 0.8 1.1 3.1 2.6 Generate correspondence to parties. 2.0 2.2 3.6 0.8 3.6 4.0 2.1 2.6 Hold settlement conference. 0.0 0.1 4.5 0.2 2.8 0.6 1.5 1.4 Identify and update OSIS information on factors that affect distribution of money.

0.2 0.8 0.6 4.2 0.7 0.8 2.1 1.3

Implement Annual Notice enforcement action. 0.0 0.1 0.0 0.3 3.4 0.4 0.9 0.7 Implement Appearance Bonds enforcement action. 0.0 0.0 0.0 0.0 0.4 0.0 0.4 0.1 Implement Bankruptcy Payments enforcement action. 0.0 0.0 0.0 0.0 0.5 0.4 0.3 0.2 Implement Certificate of Title or License of Registration enforcement action.

0.0 0.0 0.0 0.0 0.6 0.0 0.0 0.1

Implement Contempt enforcement action. 0.0 0.1 0.1 0.0 4.1 0.7 2.4 1.0 Implement Credit Bureau enforcement action. 0.0 0.0 0.0 0.0 0.2 0.0 0.0 0.0 Implement Federal Felony enforcement action. 0.0 0.1 0.0 0.0 0.3 0.3 0.1 0.1 Implement Federal Misdemeanor enforcement action. 0.0 0.0 0.0 0.0 0.1 0.2 0.2 0.1 Implement Federal Offset enforcement action. 0.0 0.0 0.0 0.1 0.4 0.3 0.0 0.1 Implement FIDM enforcement action. 0.0 0.1 0.0 0.3 1.7 0.4 0.9 0.5 Implement Garnishment enforcement action. 0.0 0.0 0.0 0.2 0.5 0.7 0.5 0.3 Implement Income Assignment enforcement action. 0.1 0.1 0.6 0.3 4.4 0.8 1.1 1.0 Implement Interstate Administrative Enforcement action. 0.1 0.1 0.0 0.0 1.1 1.6 0.1 0.4 Implement License Revocation enforcement action. 0.0 0.1 0.0 0.1 3.1 0.4 0.8 0.6 Implement Liens against real property (Statement of Judgment) enforcement action.

0.1 0.1 0.4 0.2 1.3 0.2 0.4 0.4

Implement Passport enforcement action. 0.0 0.0 0.0 0.0 0.2 0.1 0.0 0.0 Implement Probate enforcement action. 0.0 0.0 0.0 0.0 0.2 0.2 0.1 0.1 Implement Registration of Foreign Support Order enforcement action with the appropriate tribunal.

0.0 0.1 0.0 0.0 1.1 1.6 0.7 0.5

Implement Retirement Payments enforcement action. 0.0 0.0 0.0 0.0 0.2 0.2 0.1 0.1 Implement Seek Work Order enforcement action. 0.0 0.0 0.0 0.0 0.2 0.2 0.1 0.1


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Case Initiation

Lo-cate

Establish-ment

Fin-ance

Enforce-ment

Inter-state

Gener-alist

Avg


0.0 0.0 0.0 0.0 0.1 0.3 0.0 0.1

Implement State Felony enforcement action. 0.0 0.0 0.0 0.0 0.2 1.0 0.2 0.2 Implement State Misdemeanor (Omitting to Provide) enforcement action.

0.0 0.0 0.0 0.0 0.3 0.0 0.1 0.1

Implement State Tax Offset enforcement action. 0.0 0.0 0.1 0.2 0.5 0.0 0.1 0.1 Implement Till Tap (Execution and Levy) enforcement action.

0.0 0.0 0.0 0.0 0.1 0.0 0.0 0.0

Implement Unemployment Benefits enforcement action. 0.0 0.1 0.1 0.0 1.3 0.3 0.7 0.4 Implement Uniform Interstate Family Support Act enforcement action.

0.1 0.1 0.4 0.0 0.9 4.2 0.3 0.9

Implement Worker's Compensation enforcement action. 0.0 0.1 0.0 0.0 1.5 0.4 0.9 0.4 Knows what information is needed in the case file for finance.

0.8 0.4 1.5 1.5 1.1 1.3 1.4 1.2

Manually review Undistributed Payments. 0.0 0.0 0.0 4.2 0.4 0.6 1.6 1.0 Notify referring state and parties regarding case status and provide copies of pleadings and notices.

0.2 0.6 1.5 0.0 1.5 2.7 0.9 1.1

Obtain service on NCP. 2.7 4.0 6.4 0.1 2.4 0.9 2.6 2.7 Prepare and file legal pleadings to establish paternity with court.

0.1 0.0 8.3 0.0 0.0 0.4 2.8 1.7


1.9 0.0 8.5 0.0 0.3 0.7 3.3 2.1

Prepare and file legal pleadings to modify order with court. 0.0 0.1 0.9 0.0 3.2 0.6 1.5 0.9 Prepare and send Outgoing Interstate referral packet to other state central registry.

0.0 0.1 1.0 0.0 1.0 4.7 0.4 1.0


0.0 0.1 1.3 8.3 3.6 5.1 3.4 3.1


1.4 1.0 0.9 3.7 3.1 2.2 2.1 2.1

Record information in case log. 6.3 6.7 6.1 2.6 4.4 8.6 3.8 5.5 Request copies of orders if needed. 1.7 1.9 1.3 0.8 1.0 2.0 1.7 1.5 Review case to determine if paternity or support establishment is needed.

2.2 0.7 3.7 0.1 0.4 1.3 1.5 1.4

Submit State Office requests for adjustments: bad debt, erroneous overpayment, transferred payments, or detainment of direct payments by CP.

0.0 0.0 0.1 3.0 0.3 0.6 1.0 0.7

Update OSIS with information regarding Return Warrants/Cancelled by Statute.

0.0 0.1 0.0 1.8 0.4 0.2 0.9 0.5


2.0 5.0 1.3 0.8 0.4 1.0 3.4 2.0


June, 2003

Appendix Q. Knowledge and Skills Importance Ratings by Job Area Importance Rating Scale:

0 1 2 3 4 Not



Very Important

Extremely Important

Knowledge/Skills (Sorted alphabetically)

Case Initiation

Lo-cate

Establish -ment

Fin-ance

Enforce -ment

Inter-state

Gener -alist

Avg


3.2 3.4 3.4 3.3 3.4 3.6 3.2 3.4

Able to compile and evaluate relevant information from various sources, make connections between information, and determine appropriate actions.

3.4 3.4 3.4 3.6 3.4 3.4 3.1 3.4

Able to effectively search the InfoNet, the Internet, OSIS and IVA system to find information.

3.2 3.6 3.2 3.2 3.2 2.9 2.9 3.2

Able to interpret and communicate complex and technical information to non-technical people.

2.4 2.4 3.0 2.8 3.0 2.7 2.5 2.7

Able to listen for pertinent information that could provide needed information.

3.4 3.3 3.1 2.8 3.4 3.1 3.0 3.2

Able to manage high volume case load. 3.5 3.2 3.5 3.2 3.5 3.4 3.4 3.4 Able to read and derive information from court orders. 3.1 2.8 3.6 3.7 3.6 3.3 3.4 3.4 Able to remain objective and represent interest of the State rather than the CP or NCP.

3.2 2.6 3.4 3.2 3.4 3.6 3.3 3.2

Able to work well in stressful situations and not take your work home with you.

3.6 3.0 3.1 3.5 3.5 3.2 3.6 3.4

Approachable and at ease with people. 3.2 2.9 3.0 2.7 2.9 3.0 2.9 3.0 Assertive. 2.9 2.9 2.8 2.5 2.8 2.9 2.8 2.8 Attention to detail, accuracy, meticulous, thoroughness. 3.4 3.6 3.4 3.8 3.5 3.3 3.5 3.5 Avg 2.8 2.8 3.1 2.9 3.1 3.0 3.0 2.9 Basic MS Excel skills (entering data, copying, pasting, moving around, etc.).

2.2 2.2 2.8 2.9 2.6 2.1 2.4 2.5

Can use formulas in MS Excel to calculate arrears, interest, etc. 1.2 1.8 2.2 3.0 2.5 2.1 2.1 2.1 Confidence in ability to do your job. 3.3 3.4 3.3 3.3 3.2 3.1 3.2 3.3 Creativity, thinking outside the box. 2.8 3.1 2.6 2.4 2.6 2.4 2.8 2.7 Critical and analytical thinking. Enjoys solving puzzles. 2.8 3.0 2.6 2.7 2.4 2.4 2.5 2.6 Desire to help children. 2.8 2.4 3.0 2.5 3.0 2.8 3.1 2.8 Knowledge of applied accounting procedures as it relates to CS procedures. Comfortable working with numbers.

1.7 1.8 2.8 3.5 2.8 2.6 3.1 2.6


2.1 2.6 3.4 2.7 3.2 2.9 3.1 2.8

Knowledge of how many copies of which documents need to be in the case file and where they should be located in the file.

2.4 2.2 3.0 1.9 2.9 2.3 2.5 2.5

Knowledge of legal process and terminology. 2.3 2.6 3.0 2.5 3.2 2.6 3.0 2.7 Knowledge of paternity presumptions and when genetic testing can be done.

2.6 2.3 3.4 1.7 2.4 2.8 2.7 2.6

Knowledge of when to ask for assistance from Office Manager or Attorney.

2.7 2.7 3.3 3.3 3.2 2.9 3.2 3.1

Knowledge of where to find specifics on how to do a task and which information resources are the most efficient.

2.9 3.1 2.8 3.0 3.1 2.9 2.9 3.0

Knowledge of which documents and forms are required for Interstate referrals.

1.8 1.2 2.7 1.5 2.8 3.0 2.8 2.3


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Knowledge/Skills (Sorted alphabetically)

Case Initiation

Lo-cate

Establish -ment

Fin-ance

Enforce -ment

Inter-state

Gener -alist

Avg

Knowledge of which remedies are the most efficient. 2.5 2.6 2.9 2.6 3.1 3.0 2.7 2.8 Knowledge of which situations must be handled by an Attorney. 3.3 2.9 3.7 3.7 3.7 3.7 3.6 3.5 Negotiation and settlement skills. 1.7 1.3 3.3 2.2 3.1 2.4 2.8 2.4 Networking to make connections with persons who can provide information (e.g. utilities, law enforcement, apartment managers, employers, etc.).

3.0 3.3 2.6 1.9 2.7 2.4 2.9 2.7

Organizational Skills (a system of organizing and prioritizing tasks) and time management.

3.6 3.3 3.5 3.5 3.4 3.4 3.4 3.5

Proficient at entering data into OSIS. 3.5 3.4 3.3 3.5 3.2 3.1 3.3 3.3 Proficient at using Microsoft Outlook for e-mail and scheduling. 2.6 2.3 2.4 2.2 2.5 2.7 2.6 2.5 Proficient at using Microsoft Word. 2.4 2.2 2.9 2.1 2.8 3.0 2.6 2.6 sd 0.6 0.6 0.4 0.6 0.4 0.4 0.4 0.4 Understanding and abiding by the expectations for professional behavior, to include understanding that CSS cannot give legal advice but can provide information on process; maintaining confidentiality.

3.5 3.4 3.7 3.7 3.8 3.4 3.6 3.6

Understanding the overall Child Support Enforcement process. 3.0 3.0 3.3 3.2 3.6 3.4 3.4 3.3 Willing to seek information/assistance from co-workers. 3.1 2.8 3.2 3.4 3.4 3.4 3.3 3.2 Writing skills for Generating correspondence to various audiences (e.g. CP, NCP, NCP attorney, etc.).

3.0 2.7 3.1 2.6 3.0 2.9 2.8 2.9


June, 2003

Appendix R. Existing Resources

Core Sections Core sections are those that must be successfully completed by all participants before completing a certificate in any specialty. Understanding Confidentiality, Ethics and Professionalism for the Child Support Professional (Part 2) An instructor lead section could be developed with case studies as a second part to the computer based section currently being developed by Faculty. Some material from the 2001 SWRSEA Conference could used as a basis (Ethics skit presented on the final day). This section should incorporate the following Knowledge, Skills and Tasks:


• Knowledge of which situations must be handled by an Attorney. • Able to remain objective and represent interest of the State rather than the CP or NCP. • Knowledge of when to ask for assistance from Office Manager or Attorney.

Written Communication and Documentation This section has not yet been developed. There is an existing Office of Personnel Management section that could be used as a basis in addition to the DHS Style Manual. The following Knowledge, Skills and Tasks should be incorporated:

• Writing skills for Generating correspondence to various audiences (e.g. CP, NCP, NCP attorney, etc.).

• Record information in case log. • Generate correspondence to parties.

Organizational Skills, Time and Case Management This section has not yet been developed. It could incorporate traditional time management information with the existing Performance Measures information concerning available reports and tools to manage casework. The following Knowledge, Skills and Tasks should be incorporated:

• Organizational Skills (a system of organizing and prioritizing tasks) and time management. • Able to manage high volume case load. • Confidence in ability to do your job. • Attention to detail, accuracy, meticulous, thoroughness. • Able to compile and evaluate relevant information. • Able to work well in stressful situations and not take your work home.


June, 2003

Child Support Law and Policy for Non-Attorneys This section has not yet been developed. This material may be ideal for attorneys as instructors. The following Knowledge, Skills and Tasks should be incorporated:

• Understanding the overall Child support Process. • Knowledge of federal law, Oklahoma Child Support Enforcement policy, state statute, and

DHS policy. Interviewing and Settlement Negotiation (Oral Communications) This section has not yet been developed. There is some material available in the previous New Worker Training modules labeled as “Interviewing Skills Techniques” dated January 2000. Additionally, there are several OCSEA conference presentations that can be used as source material. This section should be instructor lead with case studies and group exercises. The following Knowledge, Skills and Tasks should be incorporated:

• Able to communicate with and interview parties and state entities to obtain information and desired results. Able to keep conversations focused, maintain control of the situation, and redirect focus when needed..

• Negotiation and settlement skills.). • Able to listen for pertinent information that could provide needed information. • Approachable and at ease with people. • Able to interpret and communicate complex and technical information to non-technical people. • Assertive. • Networking to make connections with persons who can provide information (e.g. utilities, law

enforcement, apartment managers, employers, etc.). Microsoft Office Applications Sections had been previously developed by the University of Oklahoma for the Center for Professional Development and by SATTRN staff. The following should be included:

• Proficient at using Microsoft Word. • Basic MS Excel skills (entering data, copying, pasting, moving around, etc.). • Proficient at using Microsoft Outlook for e-mail and scheduling. • Can use formulas in MS Excel to calculate arrears, interest, etc. [excluding Case Initiation and

Locate] Certificate Sections Case Initiation and Locate This certificate area combines the disciplines of Case Initiation and Locate. The following are suggested sections:

1. Case Initiation: Building cases, reviewing information from applications, determining case status, reviewing for Child Welfare custody of children, determining if all IV-A, IV-E, non IV-E, OJA, and Disability cases have been cross referenced, initial review of legal status of child,


June, 2003

able to compile and evaluate relevant information from various sources, make connections between information, and determine appropriate actions. Available source material includes the Case Initiation manual currently on the InfoNet.

2. Locate: Able to effectively search the InfoNet, the Internet, OSIS and IVA system to find information, acquire and update address and current employment information for NCP using manual locate process, determine next appropriate action. Available source material includes the FCR manual on the InfoNet and the draft Locate manual being developed.

Establishment

1. Paternity Establishment: Knowledge of paternity presumptions and when genetic testing can be done, able to effectively search the InfoNet, the Internet, OSIS and IVA system to find information, knowledge of legal process and terminology, knowledge of how many copies of which documents need to be in the case file and where they should be located in the file, knowledge of which remedies are the most efficient, knowledge of which documents and forms are required for Interstate referrals (Incoming process), prepare and file legal pleadings to establish paternity with court, review case to determine if paternity or support establishment is needed, obtain service on NCP, determine if Oklahoma has jurisdiction for a case or can assert jurisdiction for an Interstate case, notify referring state and parties regarding case status and provide copies of pleadings and notices (Incoming Interstate process). Available source material includes the Paternity manual currently being developed.

2. Support Establishment: Able to effectively search the InfoNet, the Internet, OSIS and IVA system to find information, knowledge of legal process and terminology, knowledge of how many copies of which documents need to be in the case file and where they should be located in the file, knowledge of which remedies are the most efficient, knowledge of which documents and forms are required for Interstate referrals (Incoming process), prepare and file legal pleadings to establish support with court, review case to determine if paternity or support establishment is needed, obtain service on NCP, determine if Oklahoma has jurisdiction for a case or can assert jurisdiction for an Interstate case, notify referring state and parties regarding case status and provide copies of pleadings and notices (Incoming Interstate process). Available source material includes the Establishment manual currently being developed.

3. Child Support Guidelines: Calculate current support according to current Oklahoma guidelines, calculate prior support due. Available source material includes the Paternity and Establishment Guidelines manual currently being developed.

4. Establishment Pleadings and Orders: This section is the continuation of the section offered in the Introduction to CSE and incorporates more detailed information for the Establishment area. Able to read and derive information from court orders, Check court docket for orders on the case, Request copies of orders if needed, Read Order(s) to determine the amount, duration, and payer of support obligation. Available source material includes the Paternity and Establishment Documents Books currently being developed and the Guide to CSE Attorneys.

Enforcement

1. Automated Enforcement Remedies: Information concerning the processes for the following of Credit Bureau, Passport, State Tax Offset and Federal Offset. Available source material includes CSEA/S & IRSI Screen Changes available on the InfoNet and material available in Outlook concerning Tax Offset from the Programs Unit.

2. Semi-automated Enforcement Remedies: Information concerning the processes for the following of Income Assignment, Annual Notice, Financial Institution Data Match, Workers’


June, 2003

Compensation, Unemployment Benefits. Available source material includes the Income Assignment, Notice of Income Assignment, Phase II (draft), Annual Notice, CSANA Procedure and FIDM manuals on the InfoNet plus various materials available in Outlook from the Programs Unit. Material will need to be developed concerning Workers’ Compensation and Unemployment Benefits.

3. Civil Enforcement Remedies: License Revocation, Liens, Interstate Administrative Enforcement action, Certificate of Title or License of Registration, Garnishment, Bankruptcy, Appearance Bonds, Contempt, Retirement Payments, Probate, Seek Work Order, Till Tap (Execution and Levy) and Review & Adjustment. Available source material includes License Suspension, Liens & Bonds, Alternative Enforcement Guide, and Welfare to Work on the InfoNet.

4. Criminal Enforcement Remedies: State Misdemeanor (Omitting to Provide), Federal Felony, State Felony, State Felony – Interstate Flight, and Federal Misdemeanor. Materials will need to be developed.

5. Child Support Guidelines: Calculate current support according to current Oklahoma guidelines, calculate prior support due. Available source material includes the Guidelines & Calculations for Review & Adjustment (draft) manual.

6. Arrears Computation: Calculate prior support due, prepare and update arrearage computations/record of payments. Available source material includes the Arrearage Computation - NWT (11-5-98), CFRR/CFRRP Training Update and Arrearage Computation Exercise (10-28-98).

7. Incoming Interstate Issues: Notify referring state and parties regarding case status and provide copies of pleadings and notices, determine if Oklahoma has jurisdiction for a case or can assert jurisdiction for an Interstate case, determine which order is the controlling order and determine who has CEJ, Registration of Foreign Support Order. Source material includes draft CSENet on the InfoNet. Other materials will need to be developed.

8. Enforcement Pleadings and Orders: This section is the continuation of the section offered in the Introduction to CSE and incorporates more detailed information for the Enforcement area. Able to read and derive information from court orders, Check court docket for orders on the case, Request copies of orders if needed, Read Order(s) to determine the amount, duration, and payer of support obligation. Materials will need to be developed.

Finance

1. Arrears Computation & Distribution: Knowledge of applied accounting procedures as it relates to CS procedures, Prepare and update arrearage computations/record of payments, Identify and update OSIS information on factors that affect distribution of money, Calculate prior support due, Comfortable working with numbers, Able to effectively search the InfoNet, the Internet, OSIS and IVA system to find information, and Can use formulas in MS Excel to calculate arrears, interest, etc. Source material includes Arrearage Computation - NWT 11-5-98, CFRR/CFRRP Training Update, Arrearage Computation Exercise 10-28-98, CSED 00-01 Confidentiality, CSED 00-03 Effective Dating of Payments, CSED 01-01 Docketing Administrative Orders in District Court, CSED 01-02 Court Orders for Child Support Arrearage Distribution, Overview of PS-2 Sections, BN, PSBL, CM, CMM, EFHL, EFOL, BNP, PRWORA Distrbution (4) inter-related categories, Types of Herarchy, etc., PRWORA Hierarchy model, Hierarchy model (bucket & arrow graphics), CSM: CP Balances/New Arrears Tracking, A/C from Gerald’s folder on P drive (S94x01), PRWORA Distrbution Training Power Point slides, Modification to CFFBI and CFAB I (8-10-00), Record of Payments: CFROP (6-12-00)


June, 2003

2. Obligations: Proficient at entering data into OSIS, Enter data on OSIS to build and update obligation, Complete Balance Accountability, Knows what information is needed in file for finance, and Verify accuracy of absent parent (NCP) legal status for all children. Source material includes Balance Accountability Training Manual, Balance Accountability Power Point slides, New Order Type: “T” is for Temporary, Obligations Power Point slides (9-11-02), Balance Accountability Power Point slides (11-9-00), New OBLU, OBLE and OBLN Functionality and CFJR Judgment Posting Data Reset (3-6-97)

3. Foster Care & OJA: Proficient at entering data into OSIS, Able to effectively search the InfoNet, the Internet, OSIS and IVA system to find information, Determine if all IV-A, IV-E, non-IV-E, OJA, Disability cases have been cross referenced, Check OSIS for child welfare case custody of children and Determine Case Status (VI-D status). Source material includes DHS/OJA Foster Care Process - Updating ADU 20 Address and Foster Care Process Power Point Slides (April 2002).

4. Tax Intercept: Proficient at entering data into OSIS, Knowledge of applied accounting procedures as it relates to CS procedures, Comfortable working with number, Knowledge of federal law, Oklahoma Child Support Enforcement policy, state statute, and DHS policy, Able to use information to prepare appropriate pleadings and take appropriate action, Identify and update OSIS information on factors that affect distribution of money, and Determine Case Status (IV-D status). Source material includes OTC Inter Process, OTC Update Request, Refund Process - Federal and State, IRS Intercept Process, The Modified Tax Intercept Process, Changes to IRSI and IRSADI and a Review on IRSI, IRS and OTC Offset Processes (10-8-02), Screen Changes: CSEA/CSEAS IRSI, and State Tax Refund Intercept Computation Sheet.

5. Financial Adjustments: Attention to detail, accuracy, meticulous, thoroughness, Proficient at entering data into OSIS, Knowledge of applied accounting procedures as it relates to CS procedures, Comfortable working with numbers, Enter adjustments, and Submit State Office requests for adjustments: bad debt, erroneous overpayment, transferred payments, or detainment of direct payments by CP. Source material includes Financial Adjustment Power Point slides (9-12-02), KI1 Child Support Warrant Inquiry Screen, DHS Child Support Enforcement Division Refund Request, Case-to-Case Transfer, A/C e-mail, Adjustment Request Process Change and Balance Closure Procedures TU 2001-01 (1-17-01).

6. Undistributed: Attention to detail, accuracy, meticulous, thoroughness, Proficient at entering data into OSIS, Knowledge of applied accounting procedures as it relates to CS procedures, Comfortable working with numbers, and Manually review Undistributed Payments. OSIS Undistributed Payments Enhancement User’s Guide (2-97), OSIS Undistributed Payments Enhancement User’s Guide (4-97), Changes to Undistributed Processing (2-9-99) and New Finance Screen UNDO (4-18-00).

7. Overpayments: Attention to detail, accuracy, meticulous, thoroughness, Proficient at entering data into OSIS, Knowledge of applied accounting procedures as it relates to CS procedures, Comfortable working with numbers, and Submit State Office requests for adjustments: bad debt, erroneous overpayment, transferred payments, or detainment of direct payments by CP. Source material includes Overpayment Recovery, Field Access to Overpayments, Notice of Retained Support Overpayment and CARE Unit Script Topic - Request to Modify Overpayment Repayment Agreements.

8. Unreimbursed Assistance: Attention to detail, accuracy, meticulous, thoroughness, Proficient at entering data into OSIS, Knowledge of applied accounting procedures as it relates to CS procedures, Comfortable working with numbers, and Calculate Unreimbursed Assistance. Source material includes CSM: Unreimbursed Assistance (9-27-02), URA Update Power


June, 2003

Point slides (4-02), URA - Unreimbursed Assistance (Nov 15 & 16, 2001) Power Point slides, and Un-reimbursed Assistance Calculations Request (12-15-00).

9. Interest: Knowledge of applied accounting procedures as it relates to CS procedures and Can use formulas in MS Excel to calculate arrears, interest, etc. Source material includes OSIS Training Update: Interest Calculation (2-12-02) Memo, Interest Communication (4-2-02) memo, Record of Payments on Child Support Case (cover letter), Interest Paper RM 2002-10 (4-12-02), Welcome to Interest Power Point slides (Linda Palmer), Interest Calculation (7-20-01) and all materials being developed for the Integrated Interest project.

10. Receipts, Posting and Returned Warrants: Attention to detail, accuracy, meticulous, thoroughness, Proficient at entering data into OSIS, Knowledge of applied accounting procedures as it relates to CS procedures, Comfortable working with numbers, and Update OSIS with information regarding Return Warrants/Cancelled by Statute. Source material includes Returned Warrant Tracking (10-23-01), Warrant Stub Revision (6-8-00), CSM: Automation of Pended Items (9-23-02) Pend Field Values, Tracking Receipt Errors on CFR, CFRA, CFRI & SRDE (4-17-00), Signing on to Finance (3-22-00), Returned Payments Process (9-20-99), Forged Warrant, Stop Payment & Cancel by Statute (3-31-98), CSWI screen (10-30-97), Changes to State Disbursement Unit (SDU) Model (4-4-01, TU2001-08), Welcome to SRU Training for State Offices Power Point slides (1999), Affidavit of Lost or Destroyed Warrant (ADM-44), EFT (1-31-02), Following Is Concerning Payments Made for Genetic Testing, Statement of Account (SOA) TU 2001-33 (2-13-02), Changes Made to CFR Screen (9-20-99), Modified and New Financial Screens - Impact of CFRU on Other Financial Screens (2-9-00), Receipt Entry & Adjustment Screen Changes: Tracking Receipt Error Information (4-19-00) and Modified and New Financial Screens (11-18-99).

Interstate 1. Overview of State Requirements (IRG): Implement Uniform Interstate Family Support Act

enforcement action. Source material includes the OCSE web site. 2. Preparing Transmittals: Prepare and send Outgoing Interstate referral packet to other state central

registry, Knowledge of which documents and forms are required for Interstate referrals. Source materials include Outgoing Interstate presentation made during a 2001 OCSEA conference by Barb Perkins and others will need to be developed.

3. Reading Interstate Orders: This section is the continuation of the section offered in the Introduction to CSE and incorporates more detailed information for the Interstate area. Able to read and derive information from court orders, Check court docket for orders on the case, Request copies of orders if needed, Read Order(s) to determine the amount, duration, and payer of support obligation. Materials will need to be developed.

4. Continuing Exclusive Jurisdiction (CEJ), Jurisdiction and Determining Controlling Order (DCO): Determine which order is the controlling order and determine who has CEJ, Determine if Oklahoma has jurisdiction for a case or can assert jurisdiction for an Interstate case, Implement Registration of Foreign Support Order enforcement action with the appropriate tribunal. Source materials include UIFSA presentations made during the OCSEA conferences by Dorinda Morris and Barry Brooks.

5. Outgoing Interstate Case Maintenance: Implement Uniform Interstate Family Support Act enforcement action. Materials will need to be developed.