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Overview of the FloridaOverview of the FloridaState Disbursement UnitState Disbursement Unit
The Role of the State The Role of the State Disbursement Unit (SDU)Disbursement Unit (SDU)
Operate a single statewide centralized payment and Operate a single statewide centralized payment and distribution centerdistribution center
Providing services to Florida since March 11, 1999Providing services to Florida since March 11, 1999 Initially under contract with the Florida Association of Initially under contract with the Florida Association of
Court Clerks and Comptroller and currently with the Court Clerks and Comptroller and currently with the Department of Revenue Department of Revenue
Primary Services Provided under this contractPrimary Services Provided under this contract
Accept and disburse payment required under court orderAccept and disburse payment required under court order Provide a customer call center Provide a customer call center Provide an automated Interactive Voice Response System Provide an automated Interactive Voice Response System
where the caller can check on payment status 24/7where the caller can check on payment status 24/7 Printing and mailing services for billing notices, payment Printing and mailing services for billing notices, payment
coupons and other notices required per federal regulationscoupons and other notices required per federal regulations
Staffing Staffing
52 full time ACS 52 full time ACS 19 Call Center Staff 19 Call Center Staff
Total DisbursementsTotal Disbursements
Total Disbursements – Total Disbursements – 9,874,2179,874,217
19% paper check/81% 19% paper check/81% ElectronicElectronic
Total Disbursed - Total Disbursed - $1,901,450,891$1,901,450,891
- 22.5% by paper check22.5% by paper check- 43.6% by direct deposit43.6% by direct deposit- 33.9% by stored value 33.9% by stored value
cardcard
Other Volumes IndicatorsOther Volumes Indicators
Number of monthly billings Number of monthly billings to obligors- 3,569,546to obligors- 3,569,546
Employer coupons – Employer coupons – 55,03855,038
Customer Service Customer Service
Calls handled by the IVR Calls handled by the IVR System – 4,115,845System – 4,115,845
Calls handled by CSR – Calls handled by CSR – 574,209574,209
Highlighted Statistics – Fiscal Highlighted Statistics – Fiscal Year Ending June 30, 2009 Year Ending June 30, 2009
Submitting Payments to the Submitting Payments to the SDU SuccessfullySDU Successfully
Payments submitted by check or money orderPayments submitted by check or money order Payable to the Florida SDUPayable to the Florida SDU Mail the payment to PO Box 8500, Tallahassee, Fl Mail the payment to PO Box 8500, Tallahassee, Fl
32314-850032314-8500 Need at least 2 identifiers on the paymentNeed at least 2 identifiers on the payment Complete Case number, Year-assigned number-alpha-Complete Case number, Year-assigned number-alpha-
county EX(01-0003456-CA-29)county EX(01-0003456-CA-29) Obligor social security numberObligor social security number Full name of Obligor or Non Custodial ParentFull name of Obligor or Non Custodial Parent CSE number – 10 digit IVD number EX(2538881497)CSE number – 10 digit IVD number EX(2538881497)
Payments submitted electronically Payments submitted electronically Name, case number, social security Name, case number, social security
SDU Issues and SolutionsSDU Issues and Solutions Unidentified payments Unidentified payments
Payments not properly addressed or missing case identifiers Payments not properly addressed or missing case identifiers If county code is not known – provide the name of the If county code is not known – provide the name of the
county (Hillsborough)county (Hillsborough) Payments submitted for multiple cases Payments submitted for multiple cases
Not listing all the cases with proper identifiersNot listing all the cases with proper identifiers Misdirected payments- sent to the wrong address or PO BoxMisdirected payments- sent to the wrong address or PO Box
Sent directly to DOR or a PO Box not designated for Sent directly to DOR or a PO Box not designated for paymentspayments
Items rejectedItems rejected Post dated/stale dated – over 90 daysPost dated/stale dated – over 90 days No address on check – starter checksNo address on check – starter checks Legal line and written line do not matchLegal line and written line do not match
Who to Contact, What to DoWho to Contact, What to Do Employer Website for assistance converting incoming Employer Website for assistance converting incoming
payments to an electronic method - payments to an electronic method - www.floridasdu.com
If further assistance is needed, call 850-205-8227If further assistance is needed, call 850-205-8227
To view the last five payments received and To view the last five payments received and disbursed– disbursed– www.myfloridacounty.com
For general questions regarding payments, call For general questions regarding payments, call Employer line 888-883-0743Employer line 888-883-0743 Call Center 877-769-0251Call Center 877-769-0251
DOR Help Desk 800-622-5437DOR Help Desk 800-622-5437
The FACC The FACC Resolution TeamResolution Team
BackgroundBackground
The SDU and the Resolution Team The SDU and the Resolution Team were established in 1998 by Chapter were established in 1998 by Chapter 61 of the Florida Statutes. 61 of the Florida Statutes.
The main purpose of the Resolution The main purpose of the Resolution Team is to serve as a research and Team is to serve as a research and resolution Help Desk for payments resolution Help Desk for payments receipted at the SDU. receipted at the SDU.
ResponsibilitiesResponsibilities
Sometimes payments are receipted Sometimes payments are receipted at the SDU that are unable to be at the SDU that are unable to be processed because they are lacking processed because they are lacking key identifying information and, key identifying information and, therefore, are suspended or held. therefore, are suspended or held.
There are many variables that may There are many variables that may cause a payment to go into cause a payment to go into suspense. suspense.
ResponsibilitiesResponsibilities
In addition, the Resolution Team provides In addition, the Resolution Team provides resolution on escalated issues for state resolution on escalated issues for state and local government agencies, and local government agencies, employers, and the general public.employers, and the general public.
ResultsResults
The Resolution Team successfully The Resolution Team successfully resolves approximately 96% to 99% resolves approximately 96% to 99% of suspended payments received in of suspended payments received in any given month. any given month.
In the last year, the Resolution Team In the last year, the Resolution Team has received 59,068 payments and has received 59,068 payments and successfully resolved 56,866 successfully resolved 56,866 payments, a resolve rate of 96%. payments, a resolve rate of 96%.
ResultsResults
The Resolution Team’s resolve rate The Resolution Team’s resolve rate meets or beats those resolve rates of meets or beats those resolve rates of other SDUs; such as Ohio, California, other SDUs; such as Ohio, California, and Texas, which all have an annual and Texas, which all have an annual resolve rate of 95%. resolve rate of 95%.
ResultsResults
On average, less then 5% of all On average, less then 5% of all suspended payments receipted at the suspended payments receipted at the SDU were deemed truly unidentifiable SDU were deemed truly unidentifiable and, therefore, remain in suspense. and, therefore, remain in suspense.
During the 2009-2010 fiscal year, the During the 2009-2010 fiscal year, the Resolution Team was able to put Resolution Team was able to put $10,477,199 $10,477,199 in the hands of in the hands of Florida’s children that may otherwise Florida’s children that may otherwise still be suspended at the SDU. still be suspended at the SDU.
Inside the NumbersInside the NumbersAs of June 30, 2010As of June 30, 2010
CategoryCategory AmountAmount Number of PaymentsNumber of Payments
InterstateInterstate $39,590.14$39,590.14 214214
New CaseNew Case $78,938.99$78,938.99 475475
Closed CaseClosed Case $26,354.66$26,354.66 184184
Not in SDURNot in SDUR $7,031.87$7,031.87 3333
InsufficientInsufficient $116,149.30$116,149.30 545545
MultipleMultiple $4,903.48$4,903.48 1919
Not in KidstarNot in Kidstar $129,368.75$129,368.75 726726
TotalTotal $402,337.19$402,337.19 2,1962,196
Other ResponsibilitiesOther Responsibilities
Escalated Issue Resolution Escalated Issue Resolution
The Resolution Team also provides The Resolution Team also provides customer service resolution on customer service resolution on escalated issues concerning child escalated issues concerning child support payments receipted by the support payments receipted by the SDU for Legislative and SDU for Legislative and Gubernatorial offices, the Executive Gubernatorial offices, the Executive Office of the Florida Department of Office of the Florida Department of Revenue, and most importantly, the Revenue, and most importantly, the constituents of all 67 counties. constituents of all 67 counties.
Escalated Issue ResolutionEscalated Issue Resolution
The Resolution Team is unlike any The Resolution Team is unlike any other child support Help Desk. other child support Help Desk.
Many of the inquiries the Resolution Many of the inquiries the Resolution Team receives are referred by SDU Team receives are referred by SDU and DOR customer service, because and DOR customer service, because they lack the ability to handle complex they lack the ability to handle complex escalated issues. escalated issues.
Escalated Issue ResolutionEscalated Issue Resolution
In the 2009-2010 fiscal year, the In the 2009-2010 fiscal year, the Team had received 25,535 inquiries, Team had received 25,535 inquiries, successfully resolving 99%. successfully resolving 99%.
From January to June 2010, the From January to June 2010, the Resolution Team has received 12,375 Resolution Team has received 12,375 inquiries, successfully resolving 99%. inquiries, successfully resolving 99%.
Value Added ServicesValue Added Services
Law Community Outreach Law Community Outreach
The Resolution Team strives to The Resolution Team strives to inform family law attorneys on the inform family law attorneys on the latest developments in child support. latest developments in child support.
In 2009, the Resolution Team In 2009, the Resolution Team conducted and/or attended six conducted and/or attended six seminars/conferences in various seminars/conferences in various communities throughout the state. communities throughout the state.
Special Projects Special Projects
The Resolution Team works hard to The Resolution Team works hard to exceed the expectations of, not only exceed the expectations of, not only Florida’s constituents but also, our Florida’s constituents but also, our agency partners. agency partners.
For instance, the Resolution Team For instance, the Resolution Team provides DOR with case maintenance provides DOR with case maintenance support, researching and updating support, researching and updating key pieces of missing data. key pieces of missing data.
Contact InformationContact Information
The FACC Resolution TeamThe FACC Resolution [email protected]
Michael Moreno, program Michael Moreno, program managermanager
