The Bureau of Family Support Accounting and Communications

REASON FOR INVESTIGATION

Complaints were received regarding the accounting for collected child support payments and enforcement measures used by Sacramento County Bureau of Family Support (BFS).

BACKGROUND

Many of the enforcement measures taken in child support cases are now automated. This means that when accounting errors occur, a paying parent will find out about them only when an enforcement measure is initialed. This could take the form of wage garnishment, hold on an occupational or driver's license, interception of state and federal income tax refunds or property liens. Problems in accounting for collected child support payments can include mis-posting of the entire payment or delayed calculation and posting of interest charges.

PROCEDURES FOLLOWED

Jury members interviewed staff of the Bureau of Family Support (BFS) and reviewed the complainants' cases.

FINDINGS

There were several areas addressed: 1) In one case, the Bureau acknowledged a clerical error that significantly exaggerated the amount due; 2) Interest on past-due child support payments accrues daily and is only posted on a batch basis. When there has been some error noted in a case, the interest posted may be incorrect until the batch posting process is run; 3) According to BFS staff the underlying reason for the difficulty in reconciling an account is that there is no current computer system available to the County which can handle interest adjustments on individual cases; 4) The Bureau is considering interim alternatives to the existing process while it awaits the implementation of the statewide child support computer system, which will handle this problem, and 5) There is a BFS Ombudsman Program available to mediate child support collection disputes.

CONCLUSIONS

Errors made in complaints' cases could have been avoided. The interest posting system is antiquated and should be replaced. When errors are spotted that will require interest posting adjustments, it should be possible to do this in a timely manner.

The Grand Jury is also concerned by what appears to be a lack of communication with paying parents. Periodic mailing of account summaries would help identify problems and errors before automated enforcement systems are improperly activated. Paying parents are attempting to comply with court-ordered payment programs and should be provided with reasonable customer service.

RECOMMENDATIONS

The Grand Jury recommends that:

1. The Bureau of Family Support institute an improved system for posting interest at the earliest opportunity. Timely posting should not wait for implementation of the statewide child support computer system.

2. The Bureau send paying parents periodic statements which will help them identify any errors in posting may have occurred.

3. The Bureau publicize the Ombudsman Program.

RESPONSE REQUIRED

The Penal Code requires responses to the recommendations contained in this report be submitted to the Presiding Judge of the Sacramento County Superior and Municipal Courts by September 30, 1997, from:

Office of the District Attorney