gaProbationReportingContactCenterJuly 2012 by zCBQ28Vz

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									GEORGIA

 GEORGIA
                     Department
                     of Corrections
   GEORGIA

     GEORGIA

          GEORGIA    Probation Operations



           Georgia Department of Corrections

  Probation Reporting Contact Center
               (PRCC)
                        Presented to:
                Council of State Governments
               Southern Legislative Conference
                        July 31, 2012
PEW Center on the States

             According to the PEW
             Report (March, 2009),
             nationally, 1 in 31 was
              under some form of
                  correctional
                  supervision.

              Georgia with 1 in 15
               under community
                supervision was
              #1 IN THE NATION.
                                       2
       Mission Statement


  “The Department of Corrections
    creates a safer Georgia by
effectively managing offenders and
providing opportunities for positive
             change.”


                                       3
Probation Operations



  Public Safety
        Is
  Our Mission!


                       4
Felony Supervision in Georgia
       by the Numbers
 Georgia Department of Corrections
      Facilities (State Prisons)
             Incarcerated – 60,000

           Felony Probation
       Un-Incarcerated/Post-Incarcerated
      Community Supervision – 105,000+
     Unsupervised/Administrative – 60,000+


  Georgia Board of Pardons and Parole
               Post-Incarcerated
       Community Supervision – 22,000
                                             5
                        Probation Population Growth
                                                                                       (Since 1984)
170,000
                                                                                                              10-year Growth
160,000
                                                                                                                (2002-2012)
                                                                                                                          29%!
150,000



140,000



130,000



120,000
                                                                                                                    Georgia’s probated sentences
110,000
                                                                                                                    are twice the national average!
                                                                                                                      The longer sentences have
                                                                                                                     contributed to the continued
100,000
                                                                                                                         growth of caseloads.

 90,000
          1984

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                                                                                                                                                                                                              6
        Supervision Levels and Statuses


  Levels are assigned by
completion of an automated
     risk assessment
                                       Active
                                  Supervision Levels
                                  105,366 offenders




                                             Status
                                             60,000+

                                                  7
Focus Prior to 2009




                           531 Officers




                  309 Officers


                                     8
           Response to 1 in 15

• PEW Putting Public Safety First
   – Recommended 13 Supervision Strategies
• 10 Step Framework
   – Research driven
   – Process Action Teams (PAT)
• New Vision/Direction
   – Focus on highest risk cases to meet mission
   – Don’t over supervise lower risk cases
   – Ensure ALL offenders are held accountable
• No additional resources/staff
                                                   9
Probation Reporting Contact Center


      System must have:

       Accountability
Judicial Buy-In & Support
    Gained Efficiencies

                                     10
                     Concept

• Utilize technology to assist in monitoring the offender
  population
• Blend call center technology with case management
  strategies
• Augment technology with trained support staff
• Ensure automated reporting becomes an active
  supervision element
• Supervise low risk (standard level), compliant, non-
  violent offenders Goal = 50%/40K of std cases
• Reallocate probation officer resources to supervise
  higher risk offenders
                                                     11
                      Features

•   Toll Free (800) Number: (877-333-2390)
•   Caller ID Enhanced
•   Offender accessed via GDC ID# & PIN
•   Staffed by 11 trained Call Handlers
•   Portable technology/Work Away
•   Reports post automatically to GDC data base
•   GDC owns system and data
•   Business records accepted in Court
•   Attractive alternative for compliant offenders
•   Enables efficient case management at all levels 12
              PRCC Flow - Eventful Report



 Probationer Calls PRCC
 •Enters GDC ID #         PRCC Interactive Voice      Eventful Response
 •PIN                       Response (IVR)            Call branches off to
                                                      Call Handler




                             Call Transferred to
                             PO to address non
                             standard
                             responses               Call Successfully
Call Successful
                                                    Completed by Call
REPORT COMPLETE                                                        13
                                                          Handler
                                                   REPORT COMPLETE
      Call Totals



Calls Completed by
Call Handlers Since
 February 2010:
    118,934         14
             PRCC Flow - Uneventful Report




Probationer Calls PRCC
•Enters GDC ID #
•PIN




                 PRCC Software –
                 Interactive Voice Response (IVR)




                                                    •Non-Eventful Responses
                                                    •Call Successful
                                                    •REPORT COMPLETE
      Call Totals



  Calls Completed
Since February 2011
by IVR Automation:
    302,698         16
     Total Calls



Total Calls Since
 February 2010:
  421,632
                    17
                Outcomes

• Increased Public Safety
• Improved Supervision Quality
• Incentivized Compliance
  – Reporting
  – Financial Obligation
  – Community Service
• Office/Officer Safety
• Return on investment/cost benefit
                                      18
             Cost/Benefit Analysis
• Pre-PRCC
   – 40,000 cases managed by 170 Officers
   – 235 offenders per officer: average caseload size
   – $1.68 - Cost per day per supervised offender


• PRCC Goal Achievement
   –   40,000 cases managed by 80 Officers
   –   450-500 offenders per officer: average caseload size
   –   Present cost per day - $.46
   –   Cost per day at optimum capacity - $.29


90 officers ($4 million value) will be redirected to:
   • Higher risk probationers,
   • Higher priority public safety functions
Focus Prior to 2009




                           531 Officers




                  309 Officers


                                    20
Resource Focus with PRCC



       Special
                           399 Officers


         High
    Standards                 441 Officers

                                     21
               Conclusion

• Impact
  – Enhanced Public Safety
  – Redirect resources
  – Lower cost per case
  – Efficiencies gained

• 2010 Governor’s Customer Service Award
  “ Most Outstanding Process Improvement”

• Replicable/adaptable by other States
                                            22

								
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