early intervention process (eip)
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Early Intervention Process (EIP). Presenter: Tanguler Gray-Johnson & Toni Smiley Presentation to: DCSS Managers & Supervisors Date: April 2, 2012. Georgia Department of Human Services. Vision, Mission and Core Values. Vision Stronger Families for a Stronger Georgia. Mission - PowerPoint PPT PresentationTRANSCRIPT
Early Intervention Process (EIP)
Presenter: Tanguler Gray-Johnson & Toni SmileyPresentation to: DCSS Managers & Supervisors Date: April 2, 2012
Georgia Department of Human Services
Vision, Mission and Core ValuesVision Vision
Stronger Families for a Stronger Georgia.Stronger Families for a Stronger Georgia.
MissionMissionStrengthen Georgia by providing Individuals and Families access to services that promote self-sufficiency, independence, and protect Georgia's vulnerable children and adults.
Core ValuesCore Values• Provide access to resources that offer support and empower Georgians and
their families. • Deliver services professionally and treat all clients with dignity and respect.
Manage business operations effectively and efficiently by aligning resources across the agency.
• Promote accountability, transparency and quality in all services we deliver and programs we administer.
• Develop our employees at all levels of the agency.
Purpose and Benefits• Education
– Non Custodial Parents (NCP) and DCSS Contact Center staff
• Traditional (core) services • Outreach services
– Fatherhood– Problem Solving Court – Access & Visitation – Community Outreach
– Intense monitoring of new support orders for 60 days
– Orders established by DCSS– Orders new to DCSS
• Goal (s) and hypothesis – Increase current support paid – Increase soft glove approach
(respond early to changes in circumstances)
– Decrease adversarial approach – Decrease overall enforcement
processing time frame – Direct and personal NCP contact
• phone calls 10 days before the first payment and 10 days after the first payment is due
EIP Calls and Reporting• DCSS Contact Center
– Agent (Advanced level) – Case Management Experience– EIP outbound calls – Outreach inbound calls
• Pre Due Date Calls– 10 to 15 days prior to the first due date– Pre call status script
• Post Due Date Calls– 10 to 15 days after missing the first payment– Post call status script
• Reporting– $TARS Ebill EIP report (SIDJ017M )– Identifies newly established orders for current month– replaces monthly EIP log previously maintained by local offices
$TARS Documentation• Case Action Log
– Contact Center Agent (Advanced level)
– Beneficial case management info
• Locate • Default orders • Changes in circumstances,
etc• Early Intervention Process
– NCP address screen – Customer service screen – Coding
• Successful (Call Successful S) calls are defined as:
– Speaking with the NCP, or – NCP returns call to the Contact Center
• No Contact (No Contact N) calls are defined as:
– Placed call and did not speak with NCP– Left message for NCP
• Unsuccessful (Phone Number is not good P) calls are defined as:
– Telephone number disconnected or changed
– Placed call and advised the number is incorrect
– If no number for the NCP exists in $TARS
Local Office Actions (Follow up)• Upon reviewing the Oscar/NCP Alpha Report (ENF info removed
from SOP)– Educate NCP on payment options available – Determine NCP eligibility for the Fatherhood Program
• Remember that upon 60 days of delinquency– Notice of intents, suspensions, and releases are now initiated
automatically– Driver’s license when active that meets the required case
conditions • Upon 90 days of delinquency, local office agent will begin contempt
process based on local office procedure.
Forms
Form Name Description EIP EIP Letter - unable to reach NCP
FIW Income withholding order for support
FHI Fatherhood Invitation Letter
Early Intervention Process
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Questions