The Alert System to Activate Payments (ASAP) Program was launched September 2003 as a pilot program to increase collections among noncustodial parents (NCP) who are in arrears. At the core of the program is activities to motivate NCP to take action regarding their child support responsibilities.

The program consists of receiving calls, sending correspondence to caseworkers and doing basic locate services on returned mail. The program includes the dissemination of delinquent letters to noncustodial parents who are at least two months in arrears. The purpose of the letter is to encourage an NCP to begin making voluntary payments prior to referral to the collection agency, which serves as last resort.

The letter also outlines consequences for continued non-payment in the form of several enforcement actions that may be taken if payments are not received. The letter clearly instructs NCP on how to submit a voluntary payment and includes a toll-free phone number they may call for assistance.

ASAP’s four goals are:

• Reducing the number of cases referred to outside collection agencies as a cost-saving measure for noncustodial parents more than 60 days in arrears;
• Educating noncustodial parents about payment options available to them and some general information regarding child support;
• Assisting caseworkers with basic searches and information gathering regarding non-paying noncustodial parents; and
• Monitor responses of both noncustodial parents and child support caseworkers after initial contact has been made to assure case follow-up.

The ASAP program is a pro-active customer service and information-gathering approach. ASAP is not focused on providing detailed case information to callers. Our goal is to increase collections for child support by encouraging the non-custodial person to submit payments where no recent payments have been made and assist in locating noncustodial persons who are not paying.

The caller response methods utilized to accomplish ASAP team goals have to remain flexible to address each caller individually without being judgmental, confrontational or condescending.

An ASAP team member must be an advocate for collections as well as a vigilant listener to glean pertinent information. Communication skills, both verbal and written, play an important role in gathering good information and passing it on to the appropriate Child Support Enforcement Division (CSED) office.

In keeping with this philosophy, ASAP does not use an Integrated Voice Recognition (IVR) and has no time limit so the child support representative (CSR) can establish a rapport with the caller. This, in turn, allows the CSR to educate the noncustodial parent about their responsibilities and rights.