LOCATEAnachronisms

TechnologyGrunt Work

1985Washington OSE give birth to:SupportEnforcementManagementSystem

Evolution:Darwinism of

the Locate process

• 1987 began working for OSE (now DCS)– No Handbook for locate– Staff kept their processes secret and guarded

their sources

Information Sharing

• 1988 began consolidation of locate information and created local office locate resource book (about 200 pages).

SEMS grows:System interfaces with:Employment Security

Unemployment Compensation

FIDMEmployer New Hire

NDNHFPLSetc.

1998

• Local Office locate resource reviewed and only 10 pages remained relevant

2006A BOLD NEW WORLD

OF LOCATE

Five Types of Fathers

• Those who are complying• Those who are uninformed and don’t know

how to comply• Those who are unable to pay• Those who are reluctant to pay but will if

encouraged• Those who evade paying at all costs

How to Find the Evaders?

• Collaboration (with other parties in the case, other agencies with information)

• Perspiration (we can’t just wait for the automated system to find them)

• Inspiration (through creativity, using new ideas to solve old problems)

Locate 2006

• Auto-locate: FPLS and Central Registry Reporting

Locate 2006

• Auto-locate: FPLS and Central Registry Reporting

• Internet Resources: Prism, Google, Yahoo, Accurint, Credit Bureaus, etc.

Locate 2006• Auto-locate: FPLS and Central Registry

Reporting• Internet Resources: Prism, Google,

Yahoo, Accurint, Credit Bureaus, etc.• Washington State increased the use of

automatic OWI’s

Locate 2006• Auto-locate: FPLS and Central Registry

Reporting• Internet Resources: Prism, Google,

Yahoo, Accurint, Credit Bureaus, etc.• Washington State increased the use of

automatic OWI’s• Cold Calls.

Contacting Custodial Parents

• Custodial parents are the best source of information about the whereabouts of the NCP – True?

• We may have to educate the CP about what kinds of information we need that they may have

• See handout on 20 questions for CPs. Can you think of others to add?

The Dreaded Cold Call

Why The Cold Call?

• The Trouble with Auto-locate– Will never “always work for every case”.

Why The Cold Call?

• The Trouble with Auto-locate– Will never “always work for every case”.– Easy to post “reviewed” and move to next

case

Why The Cold Call?

• The Trouble with Auto-locate– Will never “always work for every case”.– Easy to post “reviewed” and move to next

case• The Trouble with Internet Resources

– NCP “beneath the radar”

Why the Cold Call?

• The Trouble with Auto-locate– Will never “always work for every case”.– Easy to post “reviewed” and move to next

case• The Trouble with Internet Resources

– NCP “beneath the radar”– Information usually still needs the officer

to verify, clarify and follow-up

“Expect the best.Prepare for the worst.

Capitalize on what comes.”

“The most important persuasion tool you have in your entire arsenal is

integrity”

“People often say that motivation doesn’t last. Well, neither does bathing—that’s why we

recommend it daily”

Zig Ziglar

Getting to the YES!

Good collectors are like good sales people.

Good sales people want you to decide to buy without offending you.

Good collectors want you to decide to pay without offending you.

The Cold Call Plan

• Is this a case for a cold call?

The Cold Call Plan

• Is this a case for a cold call?• What is the purpose of the call?

– Locate the NCP?– Locate assets?– Verify employment?– Solicit payment?

• Do we have a telephone number?

Know What To Expect

• Review the case for payment history (regular and timely or sparse payments), willingness to cooperate, and source of previous payments.

• Has the NCP been cooperative in the past or hostile or evasive?

Prepare yourself

• With whom do you wish to speak?Mr. Jones? James Jones?Jimmy?

Chose how you will address him based on case history and expectations.

HONESTY!!!• Be honest if you are asked who is calling.

– This does not mean you need to give your full name, title and workplace unless you are specifically asked. Use:

• Robert Anderson• Bob Anderson• Bob• Mr. Anderson with the Division of Child Support

What is Your Job?

• Keep the conversation on track.• Be sure that you pursue the goal of the

call.– Ask for the money– Ask for the employer– Ask for the address– Remember, be polite but keep to the goal.

Enabling Questions

• It is not rude to ask directed questions relating to collection.

• Avoid asking questions that make the responder comfortable with skirting the answer or lying.

• Let him/her gripe briefly and then return to point.

Closing the Deal

• Verify case data is updated• Summarize the conversation• Review options• Request a decision on the options• Reiterate the plan• Verify understanding• Set future ground rules

After the Call

• Post clear and complete case comments• Identify the next case action• Evaluate the call

– Did the call go as planned?– What worked?– Obstacles encountered?– Could I have avoided the obstacles?

Listen Up!

• Barry has some ways for you to collect more money.

Active Listening

“Active listening is a way of listening and responding to another person that improves mutual understanding”

What is Active Listening?

• An intentional focus on who you are listening to in order to understand what he or she is saying.

• Acknowledgement of what the other person is saying

• Actively responding to questions and comments

Preparing to Listen Actively

• Ask yourself if the subject matter is new or familiar, difficult or simple to understand

• Focus your attention on the subject• Review mentally what you already know• Avoid distractions• Check in with yourself emotionally• Set aside prejudices and opinions

Benefits of Active Listening

• Forces people to listen attentively to others

• Avoids misunderstandings• Tends to get people to say more than they

usually would• Listener gains information• Helps build relationships

Active Listening: What to Avoid

• Stereotyped reactions• Pretending understanding• Long-windedness• Inattention to non-verbal cues

Identifiers

• In addition to a name, any one of the following four pieces of information is essential for successful locate:– Social Security Number– Date of Birth– Last Known Address– Last Known Phone Number

Use of Identifiers• SSNs make it possible to use the FPLS

concurrently with other searches you may perform. They are also a key identifier for other agencies’ databases

• Date of Birth may be important to get information from agencies where DOB is necessary, such as a department of motor vehicles

• Last known address and phone numbers are often first steps toward finding out current address and phone numbers.

~ One-stop shopping for all your locate needs ~

PRISM is a comprehensive collection of locate resources compiled into one user-friendly page.

PRISM provides simple navigation and enhanced search functions.

Pros and Cons of Internet Use

Pros:

• Fast, Easy, and Often Free

• Good Way to Find Identifiers

• Non-Governmental Databases

Cons:

• Limitations on Quality of Data: Age, Source,

• So Many Websites, So Little Time

Managing Internet Information

• Identify your best sources for locate information

• Examine these sources from time to time to assess their usefulness

• Be open to new sources and methods of gathering information