Finding 3.4: Parents assume that Dcss and the court will handle their paperwork safely and with

Recommendations 3

• R3a
  Use a Full-Time Phone Team to Answer Calls SFDCSS should plan for installation of a full-time phone team trained to deal with ordinary questions and problems of clients. CGJ recommends that it be patterned after that of the Contra Costa County DCSS. Otherwise, teams and the ombudsperson should make every effort to follow DCSS policy and answer phones in person as often as possible.
• R3b
  Parents Keep Copies of all Paperwork and Back-up Its Information on Computers CSOs and/or attorneys should advise parents to keep back-up copies of all paperwork and bring it with them to court. The committee recommends that DCSS arrange to store all back-up information on computer so that information will not be lost. 204
• R3c
  Reconcile Cross-Complaints by Parents and Eliminate Costly Court Appearances DCSS should make every effort to reconcile cross-complaints by both parents and eliminate the need for a costly court appearance. However, when the court procedure is necessary, each parent should be given formal and timely notice. Responses Karen M. Roye Assistant Director Department of Child Support Services July 23, 2004 Agree: The Department recognizes the cost benefits of settling cases before and/or without going to court. This is stressed in our training and procedures. At every step in the process, the other party is offered the option of agreeing or stipulating to a settlement without going to court. However, it is not possible to settle all issues without going to court. For example, disputes between the parties as to actual income, actual childcare costs, actual hours of custody/visitation, etc. are issues that can only be decided by the Court. It is the practice of our Court and our legal staff that prior to every court calendar session, CSO’s assigned to assist our attorneys will meet with all appearing parties to review the issues and to see if any agreement or stipulation is possible before the matter is called before the Court. Any such settlements/agreements reduce the time and demand of the Court and our attorneys. Karen M. Roye It is the practice of our Court and our legal staff that prior to every court calendar session, CSO’s assigned to assist our attorneys will meet with all appearing parties to review the issues and to see if any agreement or stipulation is possible before the matter is called before the Court. Any such settlements/agreements reduce the time and demand of the Court and our attorneys. In addition, the Department has implemented its Enhanced Parental Involvement Collaborative in order to increase participation of non-custodial parents (NCP) and reduce the number of default orders that adversely impact the NCP. This program includes higher levels of customer service and outreach, bilingual support, case management by specific case workers, and increased initiation of communication by caseworkers. The results have been better than anticipated with 95% participation by NCPs in the process of stipulations rather than default orders. Director Department of Child Support Services June 27, 2005 Agree/Implemented: The Department recognizes the cost benefits of settling cases before and/or without going to court. This is stressed in our training and procedures. At every step in the process, the other party is offered the option of agreeing or stipulating to a settlement without going to court. However, it is not possible to settle all issues without going to court. For example, disputes between the parties as to actual income, actual childcare costs, actual hours of custody/visitation, etc. are issues that can only be decided by the Court. 206