1

Improve Support Order Percentage

(ISOP) January 2014

Please call: 1-877-336-1828Passcode: 7400455

Please do not have Adobe call your phone.

2

Please mute your phone◦ Press *6, or◦ Press the Mute on your telephone

Hold questions until the end

Call Guidelines & Documents

3

All documents are available for download within Adobe on the right side of the screen:

1. ISOP PPT2. ISOP Memo 2013-0123. ISOP Report FY 2013 4. Generate FR-002 Report 5. FR-002 Report Sample6. ISOP Job Aid

ISOP Webinar Documents

4

Overview of ISOP

What is the Support Order Percentage?

What do we need to do to improve SO%?◦ Auto closures◦ Manual closures◦ Code cases appropriately

Webinar Agenda

5

FR-002 Report

ISOP Desk Aid Review

Tips for Closing Cases

Monitoring Progress

Next Steps

Webinar Agenda – cont.

6

FY 2013 - Support Order Percentage (SO%) dropped from 77% to 73%

PLG approved charter for an ISOP workgroup◦ OCS – Plan/Eval, Policy and Case Mgt◦ PA◦ FOC◦ MiCSES

Overview: ISOP in FY 2014

7

OCSE-157 - Line 1 is all IV-D cases

Background on working with IV-D cases◦What is a IV-D case?◦How are IV-D cases created? ◦How does IV-D case closure work in MiCSES?◦What about duplicate cases for the same family?◦Who can close a case on MICSES?◦

What is the Support Order Percentage (SO%)?

8

OCSE-157 - Line 1 is all IV-D cases

OCSE -157 - Line 2 is all IV-D cases with support orders (that count)◦ IV-D case is open with an open order on SORD, AND

Medical/Insurance ordered on SORD/MORP, or Zero support indicator checked on SORD, or IV-D debt types charging or arrears

SO% = line 2 cases/line 1 cases

73.95% in FY 13 = 754,310 IV-D cases w/orders

What is the Support Order Percentage (SO%)?

1,019,988 IV-D cases

9

To improve SO%, we must:◦ Improve numerator – or obtain and enter orders

quicker in the FY (9/30/2014) and/or code cases correctly to count

◦ Decrease denominator – close cases in FY To get back to 77%, we’ll need about 60K closures of cases w/out orders

This effort will work to decrease the denominator by:◦ Automatic case closures and◦ Manual case closures

ISOP – What do We Need to Do?

10

Automatic case closures 53K inactive cases in MiCSES

JADs identified criteria for a new ACIC batch to start in MiCSES Release 8.8 (scheduled for June 2014)

Cases must close by FY 14 end

These cases are listed separately in the quarterly

FR-002 Report sent to the counties

NO manual work is needed for these cases

ISOP – What do We Need to Do?

11

Manual case closures

FR-002 report shows IV-D cases without orders

ISOP Workgroup reviewed cases and provided instructions on how to run/sort/work report◦ IV-D Memo 2013-012 with 3 Attachments

How to generate the FR-002 ISOP Desk Aid on How to Sort and Work Cases County SO% - FY 13 End

ISOP webinars and other outreach◦ FOC User Group◦ PAAM◦ OCS

ISOP – What Do We Need to Do?

12

Many other case closure customer information guides and quick reference guides are available on mi-support

◦ See Case Closure in the Program Library Index for this material

Other types of Case Closure resources are currently being assessed by the training team

Work other reports – CELT, FPRO, Ad Hoc, Etc.

ISOP – What Do We Need to Do?

13

Business Objects>CSES Reports>New Federal Reports>FR-002

FR-002 Report – Cases without Court Orders (10/13)

FR-002 Report

73,79756,782

157,656

Total 288,235

EST casesENF casesSS cases

14

Quarterly Sorted FR-002 Report Run quarterly in FY 14 Sent to each county confidential email

address Password sent in separate email Sorted into specific categories Excel format- training available on mi-

support May be run manually

15

First Step: The FR-002 Report There are 11 tabs in the spreadsheet Work the easiest cases first–skip hard cases until last Not all cases can be closed – some are current

cases that are being worked There are 50 columns in each tab Some of the main

columns include: IV-D Case Status Docket Car Status Most Recent Activity Open Activity Preventing Closure

Quarterly Sorted FR-002 Report – Let’s View One!

16

Categories on Spreadsheet (Tabs)

Pending closure cases > 60 days – IV-D Case Status = M (may also be on CELT)

Open cases trying to close but have open activities not allowing it to set to M (may also be on CELT)

Cases with all emancipated children – over 18 or over 19.5

Duplicate cases – CP first and last name same or federal ID number is same

Unknown NCP Cases – cases where NCP first or last name is unknown

Quarterly Sorted FR-002 Report

17

Categories on Spreadsheet (Tabs)

Case with a docket ID – code as non-IV-D, a support order or close

Cases with a CAR date > 3 years

Intergovernmental cases

Cases open > 3 years

All Cases on FR-002 (for reference)

Cases slated for auto ACIC closures

Quarterly Sorted FR-002 Report

18

A manually generated FR-002 will need to be sorted by the county requester◦ It will contain some closed cases rolled up with

an open case or closed when the report ran◦ It is a point in time report

Not all cases on the FR-002 report can be closed Tab 11 – Inactive Cases will be automatically

closed

Manually Generating the FR-002 Report

19

Excel Helpmi-support > Training > Materials > Office 2010 Training > Microsoft Excel > Excel 2010 – Introduction

20

Let’s review the ISOP Job Aid…

ISOP Job Aid Review

21

Intergovernmental Issues

Open Locate Activities or Other Open Activities

No Case Closure Letters Required

Specific functional areas may not use all screens

Tips for Closing Cases

22

Intergovernmental Case Issues

An open inbound CSENet transaction (INBDTRNS) activity may prevent closure

Resolve open INBDTRNS minor activity records on ICOR

Tips for Closing Cases

23

24

Open Locate Activities

◦ LOCDW – Locate DW (Data Warehouse)

◦ LOCPLN – Locate PLS (Parent Locator Service)

Tips for Closing Cases

25

27

Download Checkboxes

28

Other Open Activities Preventing Closures

Close open activities on:◦ AHIS/EHIS for locate (see previous screens)◦ CPRO◦ LPRO◦ ENFP

Refer to the Customer Information Guides on Case Closure, Case Closure Cleanup Instructions and Working CELT located on mi-support for more info on handling other open activities

Tips for Closing Cases

29

No Case Closure Letters Required

When it is not required to send the automatic Case Closure letter because no accurate address exists:

◦ End-date all addresses to prevent the letter from generating.

Ensure that the members are not active on any additional cases before end-dating any addresses.

Only use this option under special circumstances.

Document the reason on the NOTE screen.

Tips for Closing Cases

30

Specific areas don’t use all screens

All:SS:PA:FOC:

Tips for Closing Cases

CLST, CASE, CASD, CELT, NOTECPROLPROENFP

31

FR-004 Report

Business Objects>CSES Reports>New Federal Reports>FR-004

Used for future county incentives

Can be manually generated

Shows all performance factors by county

Raw MiCSES cases and not rolled-up cases

Each quarter OCS will run FR-004 and attach county SO% with email and FR-002 report showing cases to work

Monitor Progress

32

Monitoring progress

Outreach to various groups (FOC, PAAM, OCS)

Other resources ◦ CIGs on Case Closure and Working CELT◦ Future training resources

OCS Training Assessment on case closure Excel training at PAAM

Other ticket fixes?

Other ideas to improve SO%?

Next Steps

33

Questions?