The mission of the Child Support Services Division is to collect and disburse child support.
- Improve the environment necessary for increased collections.
- Improve the efficiency of disbursing child support.
- Improve customer service.
|Mission Results||Core Services|
|A: Result - Collection and disbursement of child support due to the children served by the Child Support Services Division (CSSD).|
Target #2: Increase disbursements of child support payments by 0.5%.
Disbursements of Child Support Payments
Analysis of results and challenges: This measure has a direct correlation to the amount of collections received in the fiscal year: when collections increase, disbursements also increase.
Due to the CARES Act and enhanced unemployment payments ending, overall collections decreased by 8.02% while disbursements decreased 4.54%. This is still a substantial increase from where we were before the CARES Act funding was put in place. The collections are normalizing and will continue to do so.
The division continues to focus on improving processes and implementing technology to meet our target increase of 0.5% in child support disbursements.
|A1: Core Service - Improve the environment necessary for increased collections.|
Target #1: Ensure paternities established are at least 95%.
Percentage of Paternities Established
Analysis of results and challenges: Percentage of paternities established is a mandated federal measure and is calculated by dividing the number of children statewide with paternity established or acknowledged in the current federal fiscal year (3,482 in FFY2021) by the number of children born out of wedlock statewide for the prior federal fiscal year (3,413 in FFY2020).
The number of paternities established continues to remain stable, but due to the COVID-19 pandemic the final numbers will likely drop this year. Variations result from factors out of the division's control; such as cases that are still working their way through the court system, increases in the number of unwed births, or cases where no attempt is made by the family to establish paternity.
*These numbers are preliminary as we don't receive the final numbers until December.
Target #2: Maintain child support cases with orders at 94%.
Percentage of Cases with Orders
Analysis of results and challenges: A case is eligible for collection when a court or administrative order has been established. Collections begin when a proper order is in place. Establishing this quickly and appropriately is key to successful collections. Reviewing and streamlining the order establishment process has maintained the timeliness of collecting and disbursing child support.
The agency has exceeded this standard for FY2021.
Target #3: Ensure the amount of current child support collected is at least 58%.
Percentage of Current Collections
Analysis of results and challenges: Collection and disbursement of current support is crucial to the financial and emotional well-being of children. The economy, the PFD and available work are primary factors in meeting this goal. Improvements in technology, training and streamlined processes will help to meet the target percentage of 58% in current collections in the next fiscal year.
Target #4: Increase number of cases with arrearage collections to 68%.
Percentage of Cases with Arrearage Collections
Analysis of results and challenges: Federal fiscal year 2021 showed no increase nor decrease in cases with arrearage collections. This is primarily due to extra collections from the CARES Act stimulus funds in the previous year and distribution of two PFD payments within FFY2020. Our goal is to maintain the percentage of cases with arrears collections in the next year.
Target #5: Ensure that the cost effectiveness ratio is at least $4.00.
Cost Effectiveness Ratio
Analysis of results and challenges: Two components, expenses and collections, figure into this target. The agency improved in this area. Costs involved in implementation or modernization of the Child Support System can result in lowering this ratio due to the increased spend. While the system is being improved, it is anticipated that this ratio will decrease over the next few years.
Target #6: Maintain cases with no collections for one year or more to 13% or less of cases eligible for collections.
Cases with No Collections for 1 Year or More
Analysis of results and challenges: The percent of cases with no collections for one year increased by 1.01% to 14.57%. The discontinuation of the CARES stimulus money and Unemployment Benefit Insurance payments had a large impact on this measure.
An analysis of outstanding child support collections shows a relationship between those cases with the highest outstanding balances and those with no recent collections. The division continues to close cases on which we can no longer collect. We monitor this measure throughout the year and anticipate meeting our target of 13.0% or less.
|A2: Core Service - Improve the efficiency of disbursing child support.|
Target #1: Increase recipients receiving automated distribution, as measured by percentage of funds paid electronically.
Automated Payment Distribution to Recipients
Analysis of results and challenges: The percent of funds disbursed electronically decreased from 79.56% to 78.08%, a decrease of 1.48%. The division uses the percentage of funds sent electronically compared to total paid as the measure of progress in this area. A large volume of refunds resulting from the expanded unemployment insurance benefits resulted in many refund checks being processed. The recipients are not enrolled in the electronic fund transfer program so any refunds must be mailed.
Automated distribution benefits customers through improved timeliness of child support disbursements and reduces associated costs of mail and paper processes.
Target #2: Ensure that money on hold, less those categories that are out of the division's control, is less than 0.4% (four-tenths of a percent).
Percentage of Money on Hold
Analysis of results and challenges: Disbursing collections is a priority for the agency. Money on hold is monitored and worked to ensure collections received are disbursed as quickly as possible. This measure may increase over the next months due to holding federal offset funds received as a result of CARES Act funds pending injured spouse claims.
|A3: Core Service - Improve customer service.|
Target #1: Maintain wait times for telephone calls at an average of 5.0 minutes or less.
Average Minutes of Telephone Call Wait Time
Analysis of results and challenges: FY2021 saw an overall decrease in call wait times for customers. We did not meet this measure due to high staff turnover. For the current year, the division hopes to reduce wait times to meet the less than 5-minute goal.
Current as of November 1, 2021