The mission of the Child Support Services Division is to collect and distribute child support.
- Improve the environment necessary for increased collections.
- Improve the efficiency of distributing 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 will also increase.
Due to the CARES Act, overall collections drastically increased from 0.60% to 15.6% while disbursements increased from 1.21% to 11.79%.
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 (3,358 in FFY2020) by the number of children born out of wedlock statewide for the prior federal fiscal year (3,527 in FFY2019).
The number of paternities established continues to be fairly 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 very preliminary as we don't normally get the initial number from BVS until mid-October and our final numbers in 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 distributing child support.
The agency has met this standard for FY2020.
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.
*This number is based on projections using actuals from first three quarters. Final numbers will be available mid-October.
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 2020 showed an increase of 11.9% in cases with arrearage collections. This is primarily due to extra collections from the CARES Act stimulus funds. 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 and anticipates the ratio will continue to improve with the completion of the replatforming project. We plan to again meet or exceed this measure in the next year.
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 decreased by 4.19% to 13.56%. The extra collections due to 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's case-closure project in 2020 will close cases for 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 distributing 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 84.08% to 79.56%, a decrease of 4.52%. 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 cost 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: Decreasing undistributed 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: FY2020 saw an overall decrease in call wait times for customers. We did not meet this measure due to high staff turnover along with staff being involved with system testing. Delays resulted from technological issues with the call center phone system during the transition to teleworking. For the current year, the division expects to reduce wait times to meet the less than 5-minute goal.
Current as of October 27, 2020