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Improving Inter-Agency Communication Working Together Efficiently Agenda • Effective Communication in the financial world of a statewide system. • Respecting our fellow statewide workers, counterparts and partners. When do we need to work together? • Duplicate Case Transfers • Adjusting Collections • Registrations/Court Orders • Case/Participant Merging 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 bit…build relationships with other LCSA counterparts. • Keep your DCT contact list updated…people move around. When adjusting collections… • Give notice to the county who’s 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! 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? Case & Participant Merging • Merging cases can be dangerous as financial data can be lost…give notice to the other LCSA prior. • Merging participants can cause disbursements to go out to the incorrect participant. • Have you reviewed the two QRG’s that exist? Practice Active Listening • Distinguish between words and tone of voice. • Paraphrase and restate what the other person is saying or writing. • Stop multi-tasking! Helpful Tips for Inter-County Communication • Understand that mistakes are made, it is how we handle them that makes a difference! • Don’t bring up the past…work towards the future. • Visualize yourself in the other person’s 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. 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 timely…24-48 hours is a good goal!