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Date: August 13, 2003
Time: 10:00am
Pat Cameron
Sammy Haithcock
Beverly Sulecki
Mitchell Laws
Edna Futrell
Frances G. Avery
Barry Burger
Cathie Alexander
Elbert Keith
Patricia Holcombe
Joe Crook
Barry Miller
John Jablonski
Bill Upchurch
Regina Watkins
Phyllis Senzel
Lillie Pernell
Correction to minutes made by Barry Miller, page 5 line 1, the “&” symbol changed to the word “of”. No other corrections made. Pat Cameron made a motion to approved the corrected minutes, seconded by Beverly Sulecki.
• Review of Letter Regarding Change in Reporting Method from XPTR to Data Warehouse
Barry Miller stated the letter goes out to today to only the DSS Directors that have the CSE program. It will be sent via email. Pat Cameron and Sammy Haithcock commented the letter was good.
• Customer Services Printing Issues
Barry Miller stated that when the Customer Services Center first started, they were taking 21,000 calls per day. They are now taking between 33,000 –38,000 calls per day and the mail requests have increased from 93 per day to 159 per day. In June 2003, they received 3,400 pieces of mail which is 162 pieces per day. It is now costly. The concern is; can we allocate the expense. We are looking for a way to ease the financial burden. Some committee members asked at the last meeting if the local offices can help. Patricia Holcombe asked if the CSC can direct customers to the website. Frances Avery stated they can change the printer ID# to allow documents to print in the local office. Barry Burger stated customers can also go to the e-childsupport website to print documents. Joe Crook stated some clients need official documents for verification. Barry Miller stated there is a disclaimer on the website which advises that these are not official documents.
Regina Watkins stated when clients request payment information, they are requesting twelve months and some have an issue with the arrears or say they have not received the payments. Barry Burger stated customers can get payment coupons and request EFT through the website. Barry Miller asked the committee to look at possibilities and suggestions for next month’s meeting.
• Status of Letter Regarding ACTS Modifications
Barry Miller stated the letter was sent via email to the IV-D supervisors on July 21, 2003 by Beth Amos. Pat Cameron asked Barry Miller to have it sent to all DSS Directors. Sammy Haithcock stated it is good public relations information.
• Workgroup for Foster Care Financial Reporting
Barry Miller stated he has discussed this with Joanne Lamb. Pat Cameron and Barry Miller will continue to work on this matter.
• Discussion on Possibility of Contracting with State for Call Center Services
John Jablonski stated he was investigating the possibility of using the CSC personnel as the state is using it to handle calls. Barry Miller stated there is not enough room for much expansion. If some counties would contact him about their needs he would be open to take a look at it. He advised the counties to discuss this with their commissiors first. Sammy Haithcock asked Barry Miller how much can the CSC expand. Barry Miller stated he can only add six persons. He would also have to add one T1 line to get the calls in the system and also a card to the automatic VRU. Joe Crook asked what is the delay time. Barry Miller stated it is less than three minutes. Bill Upchurch stated the CSC maxed out six months ago. Pat Cameron asked what is the benefit of productivity of not having to take the calls. John Jablonski stated the agents in Pitt County receive 3,100 calls per week for 20 agents. Barry Miller asked that before a county makes a commitment, to examine what type of calls you’re receiving.
Pat Cameron asked Frances Avery how does the counties feel when their calls go to the CSC. Frances Avery advised this has made a significant difference in the state shops. The agents have more time to process cases. She stated it was emphasized to the counties that the events must be documented and answer worklists received. Joe Crook stated that if calls are to go to the CSC, ACTS must be kept current. He stated the representatives at the CSC are doing a super job which has been invaluable to Wake County.
Barry Burger stated the shortfall is notes not on the events. The Policy and Training unit is emphasizing adding notes to case events in their training sessions. Frances Avery stated that if the CSC identifies that a county is not doing what is needed, the area representatives also addresses this with their counties. Barry Miller advised you are not going to see the productivity results as you expect at first. Barry Miller asked that if anyone sees a situation at the CSC, please send it to his attention. Patricia Holcombe stated that any issues she has had with the CSC were resolved wonderfully. Sammy Haithcock asked is there something that will tell you how many calls come in each month. Barry Miller stated this information is sent out monthly to the IV-D supervisors. Pat Cameron stated it is good to get that information to the legislators. Frances Avery stated the CSC also has a quality system in place for all the agents there. Pat Cameron asked Barry Miller who is over the CSC. Barry Miller stated Parena Fonville right now. Barry Miller asked John Jablonski if he would chair a committee to seek out other large volume counties to see if they are interested and what cost they can afford to bear. The central office will do a cost analysis.
Barry Miller stated Centralized Collection Operations is running smoothly. They process $1.5 million per day and more on Mondays and at the end of the month. The unidentified receipts monies is at the single digit level and some days there is none. Pat Cameron stated there are some many success stories like CCO, we need to get the message out to the public.
Sammy Haithcock stated he has seen a decrease in collections last month. Elbert Keith stated to compare the first month of this year with the first month of last year. The collections should increase with the Child Credit collection. There was a 2% decrease federally from last year. Elbert stated the field consultants can share four years of data percentage growth rate in the county for collections.
• Director Appointments to work on Five Year Plan
Pat Cameron and Sammy Haithcock are still working on the appointments. Sammy Haithcock asked Barry Miller how many persons does he need to serve. Barry Miller stated 3 persons.
• Reinvestments of Incentives
The committee received a handout from Elbert Keith showing the incentives for the counties. The state earned an additional amount of incentive. The total earned was $9,533,938. The based dollars earned has to be reinvested back into the program. He stated adjustments have been made to these expenditures which reduced the local share expenditures. The 396 report must match that figure for the year. The counties with the negative figures are supplementing and counties in bold have earned more than their share amount. They are supplanting and must reinvest that money back into the program. Pat Cameron asked about the numbers for Franklin Co, as it seems a bit high. Elbert Keith stated he will double check these figures.
• Policy
Barry Burger provided a clarification on the issue of CSE recovering NPA arrears for an estate. He stated per Pamela Best, CSE can pursue the NPA arrears.
Barry Burger stated the business requirement for FIDM has been done and they are now working on the design detail document.
Beverly Sulecki asked about PCG not creating the events in ACTS. Mitchell Laws asked if anything can be done about creating the events without printing the documents. Barry Burger stated the reality is if the agents entered end dates of employers, update and build medical records and code the interstate cases correctly on Screen C8C they will not get many NMSN’s.
X. Committee Concerns
Barry Miller stated we are in the process of sending a response concerning the IRS audit problems. We do not want to lose twenty-eight million dollars in tax set off monies. Also in the next year we will hear about undistributed collections and ways to decrease it. The National Directors Association is asking for two categories of codes on the 134 Report. If the request is successful with Dr. Sherri Heller, a lot of problems will diminish. If not, we will have to process the monies as best as we possible can.
Barry Miller advised the customer satisfaction survey is being done regularly by the CSC. It asks two things: (1) How do you like the CSC services, and (2) How do you like the local office services. They are receiving in excess of 75% responses. The responses reflect we are doing a good job. Joe Crook asked if these are reported to the local agencies. Barry Miller stated no.
Pat Cameron stated there was some discussion about changing the time of the IV-D committee. Sammy Haithcock and Pat Cameron stated to let it remain the same time.
Barry Miller stated the roll out with SEAT Management is effective November 2003. It will take five months to complete. All equipment will be replaced in all counties. SEAT Management will be replacing the printers with ones that will perform duplexing. Equipment will be replaced every four years whether it’s needed or not. Joe Crook asked if it will be condusive for agents working from remote sites. John Jablonski asked if there will be a schedule contract of what’s needed. Barry Miller stated an inventory list will go to each county. You can’t add anything to the new equipment once it’s there, but if it is on the inventory list you will probably get it. Edna Futrell asked if the counties will be in a rollout. Barry Miller stated a roll out notification will probably go out in October 2003.
Meeting Adjourned 11:22am
