Title
a. Approve and authorize the Director of Child Support Services to sign the shared services Plan of Cooperation with Ventura County Child Support Services regarding the handling of its non-emergency customer calls received at the statewide toll-free telephone number with no exchange of funds commencing February 27, 2013; and
b. Accept non-standard County liability and mutual indemnification provisions as recommended by the Director of Child Support Services.
Report
RECOMMENDATION:
It is recommended that the Board of Supervisors:
a. Approve and authorize the Director of Child Support Services to sign the shared services Plan of Cooperation with Ventura County Child Support Services regarding the handling of its non-emergency customer calls received at the statewide toll-free telephone number with no exchange of funds commencing February 27, 2013; and
b. Accept non-standard County liability and mutual indemnification provisions as recommended by the Director of Child Support Services.
SUMMARY:
This Plan of Cooperation creates a "shared services" Call Center arrangement between Ventura County Department of Child Support Services and Monterey County Department of Child Support Services for the purpose of answering Monterey's non-emergency customer calls received at the statewide toll-free telephone number. Both counties are on a statewide computer system, which allows them to provide shared services to each other.
DISCUSSION:
In November 2008, under Federal mandate, California completed an electronic customer service system that links all 58 counties. A single toll-free telephone number was implemented for all incoming customer calls, with each county creating a Call Center to handle its portion of the calls. Experience has shown that larger Call Centers are more efficient, and the State is encouraging the development of regional Call Centers so as to conserve Child Support Officer time for the sophisticated casework necessary for successful performance. As a result of this arrangement, Child Support Officers in Monterey County will have additional time to directly manage cases, enhancing timeliness and quality of services provided.
Both counties receive Federal and State funding for their operations, and there will be no shifting of funds between them or financial impacts on the budget as a result of this Plan of Cooperation. Should the California Department of Child Support Services contemplate a funding allocation adjustment because of this Plan of Cooperation, Ventura and Monterey will be notified at least 30 days in advance.
Protocols and referral processes have been developed by another County, Santa Barbara, who has been using this service for the past couple of years. Yolo County recently joined this project as well.
Ventura and Monterey will work closely together to monitor wait times, customer satisfaction, and abandoned call rates. It is anticipated that 90% of the calls will be handled by the Ventura Call Center staff with only 10% being forwarded to Monterey County. Staff in Monterey will answer transfers to their direct telephone lines for any customers requiring additional service, and will handle their requests promptly. Transferred calls will be considered priority calls, further enhancing customer service.
Inasmuch as this arrangement requires collaboration between Ventura County Department of Child Support Services and Monterey County Department of Child Support Services, each entity shall remain separate and distinct programs operating within their respective counties. Monterey will keep case management responsibility for all Monterey cases.
This agreement will commence on February 27, 2013 and is subject to termination with 30 days written notice from either party to the other party and to the California Department of Child Support Services.
OTHER AGENCY INVOLVEMENT:
This agreement has been granted prior approval by the State of California, Department of Child Support Services and the agreement has also been reviewed by County Counsel as to legal form; the Auditor Controller for fiscal provisions; Purchasing/Contracts; and the County Administrative Budget Analyst, with the exception of the non-standard mutual indemnification language.
FINANCING:
Since the Ventura County Department of Child Support Services and the Monterey County Department of Child Support Services are funded 100% by Federal and State funding, there will be no shifting of funds and there is no cost to the County General Fund associated with this recommendation.
Prepared by: JODY HOLTZWORTH, Deputy Director, Department of Child Support Services, x 8721
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Approved by: STEPHEN KENNEDY, Director of Child Support Services, x 3292
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Attachments:
Plan of Cooperation between Ventura County DCSS and Monterey County DCSS