Rapid Process Improvement

Policy 17.0

The Division of Child Support Services (DCSS) is committed to transforming our processes by improving efficiencies and developing a statewide culture of continuous improvement to offer Faster, Friendlier and Easier services to our customers.

State Authority

None

Federal Authority

None

Applicability

All Georgia Child Support offices receiving Title IV-D funds, including all private vendors contracted with the Department of Human Services to provide child support services.

Overview

DCSS has integrated into its processes the “Lean Management” methodology known as Rapid Process Improvement (RPI) to identify and eliminate waste. RPI requires the development of standard operating procedures with employee’s lead ideas. Subject matter experts (employees doing the work) along with RPI Champions conduct RPI events to develop uniformed and standardized processes. RPI leads to quality and improved workflow, increased customer satisfaction, productivity and employee morale through the teamwork required by this methodology.

RPI events have been conducted in the following program areas:

  1. The Early Intervention Process (EIP) requires DCSS employees to provide early and direct noncustodial parent contact through telephone calls in an effort to educate them about the services DCSS offers and increase the likelihood of consistent child support payments.

  2. Enforcement of child support orders is required by federal and state law to ensure that the provisions of child support obligations are being met by obligated parties.

  3. The Fatherhood Program decreased the timeframe for direct contact between noncustodial parents and Fatherhood Agents to facilitate quicker participation in orientations.

  4. Financial processes ensure that child support payments collected from obligors are disbursed to the families for whom child support obligations have been established.

  5. The establishment and enforcement of Intergovernmental support obligations is a federal requirement in child support program cases receiving services under Title IV-D of the Social Security Act (the Act).

  6. The Legal Administration process is in place statewide along with a more proactive process with our Sheriff Departments, private process servers and judicial circuits.

  7. The Locate process allows DCSS employees to validate noncustodial parents’ whereabouts via telephone contact rather than securing written verification, requires comprehensive rather than quick locate searches, and requires confirmation that a noncustodial parent is truly unlocated when process of service is unsuccessful.

  8. Same Day Service (SDS) is provided on all new cases, where applicable, and moves a request for services from application or referral up to legal filing in one business day.

  9. Time Management standards have been created to assist DCSS staff with increasing all program performance indicators and to manage child support cases effectively.

  10. Federal law requires DCSS to conduct a Review and Modification of child support orders, as appropriate, in accordance with State guidelines for support award amounts. DCSS must notify each parent subject to a child support order in the State, being enforced under Title IVD, of the right to request a review of the order.

  11. The Non-IV-D process sets forth a standard operating procedure and provides directions on the responsibilities of a DCSS employee in relation to Non-IV-D cases.

  12. The Child Support Lien Network (CSLN) process provides directions on the responsibilities of a DCSS employee in relation to cases which require action to be taken by the Child Support Lien Network and provides clear instructions for the level of responsibility expected of DCSS Local offices and the CSLN team.

  13. Involuntary Payment standards exist to ensure the state and federal involuntary payment offset process is in alignment with DCSS strategic goals.

  14. The Contracts and Grants procedure serves to provide staff with a standard process for initiating and renewing contractual agreements within 75 days of the expected agreement execution date. This procedure also provides guidance for terminating contractual agreements.