QP C

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Commission Programs and Projects Department Visits Jacki Bacharach Commissioner Under the leadership of Commissioner Jacki Bacharach, Chair of the Department Visit Committee, the Commission visited with 13 County department heads. The role of the Committee is to gain an understanding of department operations and challenges, then offer solutions to assist toward realizing enhanced productivity and quality service. Activities of the Committee: c Continued to gather trends from site visits c Distributed department visit summary reports to the Chief Executive Officer, Department Heads and Network Managers c Visited the following Departments during the 2012 calendar year Alternate Public Defender Janice Fukai, Director (Visited March 23, 2012) Major quality and productivity challenges and opportunities: New cases resulting from AB109 State Realignment of parolees has created a working alliance between the Alternate Public Defender and the Justice Department to handle the new caseload. Meanwhile, Court layoffs have forced APD to rework its staffing model and workload distribution. Numerous IT and technological advances, including WDI and video training on the desktop, have been implemented to counter staffing shortages, streamline workflow, and provide training to new staff. Actions taken to improve quality and productivity: c Successful implementation of the document management system (DMS) Case360, storing more than 2 million pages of closed files which has reduced costs c c c c c c Collaboration with the District Attorney, Public Defender and Internal Services Department to install the Remote Access Pilot Project (WiFi) in the downtown Criminal Courthouse Sharing the WiFi project data with L.A. Superior Court, which installed the system in all criminal courthouses Use of the Workload Difficulty Index and Electronic Work Requests (EWR) to ensure efficient workflow and work distribution among staff Development of user-friendly software programs, which have enhanced the department’s ability to serve its clients Widespread use of Inmate Video Conferencing (26,000 sessions resulting in a savings of 10,000 staff hours and reducing 1.2 million commute miles) Implementation of eSubpoena (more than 500) to reduce staff travel Best practices that could be shared with other departments: c Embrace and manage change c Innovate incrementally c Collaborate with departments c Invest in IT strategies and do not allow them to stagnate c APD Case360 and CMS for Public Defender Child Support Services Stephen J. Golightly, Director (Visited April 30, 2012) Major quality and productivity challenges and opportunities: The primary aim of the Community and Senior Services Department is to increase support collections in a number of different types of cases. Innovative new programs and extended outreach were employed to meet these goals. CSS also sought to bring new efficacy to its internal operations. Certain cases over three years old were resolved without court order, data cleanup and maintenance was carried out, and a new 12 Quality and Productivity Annual Report 2012
Commission Programs and Projects Actions taken to improve quality and productivity: c Implement software programs that allow for online submission of child support forms c Major reduction in Call Center wait times from 26 minutes to less than three minutes c Shepherd an imaging project in which 200,000 cases were scanned, allowing staff easy access to case files. c Collaborate with the Department of Community and Senior Services on Workforce Investment Program opportunities for unemployed parents c Effective use of video conferencing for staff training and to disseminate information to all satellite offices c Reduce staff travel time by filing judgments, orders and summons electronically c Tracking staff performance through C-STATS c Ongoing communication with staff through the Weekly Director’s Message Best practices that could be shared with other departments: c CSTATS c Director’s Weekly Message c Quarterly Meeting with Best Practices Summit Attendees c Child Support Officer Olympics c Call Center Customer Service Training c Use of Video Conference Technology c Host National Forum to discuss trends & share best practices – “Changing Face of Child Support” Children & Family Services Philip L. Browning, Director (Visited July 26, 2012) for more such improvements as manageable case and workloads for social workers, more flexible funding, and better communication and teamwork with other County departments. Actions taken to improve quality and productivity: c Collaboration with the Departments of Health Services and Mental Health on an Enterprise Master Person Index (EMPI) to identify common clients c Full implementation of the Electronic Suspected Child Abuse Report System, in collaboration with law enforcement agencies in the County c Effective use of savings from the Title IV-E Waiver to reduce the foster care population by 20 percent c Innovative deployment of executive staff members to spend time working at the 24-hour Command Post and participating in drive-alongs c Co-location of staff with other County Departments (Sheriff, Health Services, Mental Health, Public Health) for joint case planning and to improve outcomes for children who are victims of abuse and neglect c Use of an Automated Early Education and HeadStart Referral System to expedite enrollment of children c Establishment of Ask, Seek, Knock (ASK) Resource Centers in conjunction with community partners to provide free prevention services Best practices that could be shared with other departments: c Inter-departmental cooperation and collaboration c Co-locate staff whenever possible as an effective means of sharing resources and performing joint case planning Major quality and productivity challenges and opportunities: While the Department of Children and Family Services (DCFS) maintains a diligent focus on achieving better outcomes, continued success in servicing children and their families and achieving positive outcomes is reliant on several key factors. DCFS continues to strive Quality and Productivity Annual Report 2012 13
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QP C

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