Improving InterAgency Communication

1
Improving Inter-Agency Communication

• Working Together Efficiently

2
Agenda

• Effective Communication in the financial world of
  a statewide system.
• Respecting our fellow statewide workers,
  counterparts and partners.

3
When do we need to work together?

• Duplicate Case Transfers
• Adjusting Collections
• Registrations/Court Orders
• Case/Participant Merging

4
When emailing or calling about a DCT

• Provide clear and concise case and participant
  information.
• Keep communication constructive and positive.
• Ask yourself what YOU would NEED if you were on
  the other end of the call.
• Chat a little bitbuild relationships with other
  LCSA counterparts.
• Keep your DCT contact list updatedpeople move
  around.

5
When adjusting collections

• Give notice to the county whos collections will
  be adjusted.
• Use the CFW contact list and call into the weekly
  CFW Conference Calls.
• If something goes wrong, contact the other LCSA
  as soon as possible!

6
Registrations

• Registrations are now an optional LCSA business
  practice. Understand counties work differently.
• Prior to registering a court order, review all
  court orders, balances that may be in CSE under
  the underlying order and consider split cases.
• Have you reviewed the Registering a Support Order
  QRG?

7
Case Participant Merging

• Merging cases can be dangerous as financial data
  can be lostgive notice to the other LCSA prior.
• Merging participants can cause disbursements to
  go out to the incorrect participant.
• Have you reviewed the two QRGs that exist?

8
Practice Active Listening

• Distinguish between words and tone of voice.
• Paraphrase and restate what the other person is
  saying or writing.
• Stop multi-tasking!

9
Helpful Tips for Inter-County Communication

• Understand that mistakes are made, it is how we
  handle them that makes a difference!
• Dont bring up the pastwork towards the future.
• Visualize yourself in the other persons shoes.
• Be assertive not aggressive and state the facts
  rather than your perspective.
• Understand we all have local procedures and that
  is not always a bad thing.

10
Helpful Tips for Inter-County Communication

• Check in with your listener or recipient to
  make sure you conveyed your message.
• Take the high road and break the cycle of
  negativity.
• Try your best to be timely24-48 hours is a good
  goal!