Probation OperationsProbation OperationsProbation OperationsProbation Operations

Department of Corrections

GEORGIA

GEORGIA

GEORGIA

GEORGIA

GEORGIA

Georgia Department of Corrections

Probation Reporting Contact Center(PRCC)

Presented to: Council of State Governments

Southern Legislative ConferenceJuly 31, 2012

PEW Center on the States

According to the PEW Report (March, 2009), nationally, 1 in 31 was

under some form of correctional supervision.

Georgia with 1 in 15 under community supervision was

#1 IN THE NATION.2

Mission Statement

“The Department of Corrections creates a safer Georgia by

effectively managing offenders and providing opportunities for positive

change.”

3

Probation Operations

Public SafetyIs

Our Mission!

4

Felony Supervision in Georgia by the Numbers

Georgia Department of Corrections

Facilities (State Prisons)Incarcerated – 60,000

Felony ProbationUn-Incarcerated/Post-IncarceratedCommunity Supervision – 105,000+

Unsupervised/Administrative – 60,000+

Georgia Board of Pardons and ParolePost-Incarcerated

Community Supervision – 22,0005

Georgia’s probated sentences are twice the national average!

The longer sentences have contributed to the continued

growth of caseloads.

6

10-year Growth (2002-2012)

29%!

Supervision Levels and Statuses

ActiveSupervision Levels105,366 offenders

Status60,000+

7

Levels are assigned by completion of an automated

risk assessment

8

Focus Prior to 2009

531 Officers

309 Officers

• PEW Putting Public Safety First– Recommended 13 Supervision Strategies

• 10 Step Framework– Research driven– Process Action Teams (PAT)

• New Vision/Direction– Focus on highest risk cases to meet mission– Don’t over supervise lower risk cases– Ensure ALL offenders are held accountable

• No additional resources/staff

9

Response to 1 in 15

Accountability

Judicial Buy-In & Support

Gained Efficiencies

Probation Reporting Contact Center

10

System must have:

Concept

• Utilize technology to assist in monitoring the offender population

• Blend call center technology with case management strategies

• Augment technology with trained support staff• Ensure automated reporting becomes an active

supervision element• Supervise low risk (standard level), compliant, non-

violent offenders Goal = 50%/40K of std cases• Reallocate probation officer resources to supervise

higher risk offenders11

Features

• Toll Free (800) Number: (877-333-2390)• Caller ID Enhanced• Offender accessed via GDC ID# & PIN• Staffed by 11 trained Call Handlers• Portable technology/Work Away• Reports post automatically to GDC data base• GDC owns system and data• Business records accepted in Court• Attractive alternative for compliant offenders• Enables efficient case management at all levels

12

PRCC Flow - Eventful Report

Probationer Calls PRCC•Enters GDC ID #•PIN

PRCC Interactive Voice Response (IVR)

Eventful ResponseCall branches off to Call Handler

Call SuccessfulREPORT COMPLETE

Call Successfully Completed by Call

HandlerREPORT COMPLETE

13

Call Transferred to PO to address non standard responses

Call Totals

14

Calls Completed by Call Handlers Since

February 2010:

118,934

PRCC Flow - Uneventful Report

Probationer Calls PRCC•Enters GDC ID #•PIN

PRCC Software – Interactive Voice Response (IVR)

•Non-Eventful Responses•Call Successful•REPORT COMPLETE

Call Totals

16

Calls Completed Since February 2011 by IVR Automation:

302,698

Total Calls

17

Total Calls Since February 2010:

421,632

Outcomes

• Increased Public Safety

• Improved Supervision Quality

• Incentivized Compliance– Reporting– Financial Obligation– Community Service

• Office/Officer Safety

• Return on investment/cost benefit18

Cost/Benefit Analysis

• Pre-PRCC– 40,000 cases managed by 170 Officers – 235 offenders per officer: average caseload size– $1.68 - Cost per day per supervised offender

• PRCC Goal Achievement– 40,000 cases managed by 80 Officers– 450-500 offenders per officer: average caseload size – Present cost per day - $.46– Cost per day at optimum capacity - $.29

90 officers ($4 million value) will be redirected to:• Higher risk probationers,• Higher priority public safety functions

20

Focus Prior to 2009

531 Officers

309 Officers

21

Resource Focus with PRCC

399 Officers

441 Officers

Conclusion

• Impact– Enhanced Public Safety– Redirect resources– Lower cost per case– Efficiencies gained

• 2010 Governor’s Customer Service Award“ Most Outstanding Process Improvement”

• Replicable/adaptable by other States

22