Collections 101 Training

Collections Presentation

Collections 101

Repayments

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index

• Policies
• Tax Intercepts, TOP, and WIS
• Installment Payments
• Written Agreements
• Satisfactory Payment Agreements
• Delinquent Determinations
• Demanding vs. Collecting

Policies

CWD are governed by the State of Federal Government and are required to follow the reulations and policies issued. CDSS provides CWDs regulatoin information through: MPPs, ACLs, PIs, and Q&As.

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Tax InterceptS, TOP, and WIS

Installment Payments

What are "regular payments"?

Satisfactory Repayment Agreements

CDSS regulations allow CWDs to negotiate and set Satisfactory Repayment Agreement Standard terms

Installment Agreements must be entered into by the debtor and CWD in writing for it to be legally enforceable. Only written agreements will remove a debtor from the Tax Offset Program (TOP). MPP 20-403.1.A debt will remain as delinquent until a Satisfactory Payment Arrangment has been made. PI 17-36. San Joaquin County Human Services Agency has an established Collections Payment Table that must be utilized when setting up a Satisfactory Payment Arrangment

Written Repayment Agreement

If written agreement is on file but debtor is not making conistent payments and refund is intercepted. Will we refund?

Debtor doesn't have a written agreement but is paying $25 monthly towards debt. Will we still intercept taxes?

Must all agreements be in writing?

Defaulting on Agreement

When a payment agreement is defaulted, due to missed payment or a payment is made less than agreed amount, the entire debt becomes immediately due and payable. Delinquent debts are referred to TOP.

Delinquent Debts referred to TOP

CDSS policy is that all Overpayments (CalWORKs) and Overissuances (CalFresh) regardless of type of recovery account, will be referred for Tax Intercept through TOP when a debt is deliquent. Delinquent is defined(MPP 63-801.45.451 (a)(B) as having an unpaid debt that does not have a Satisfactory Payment Arrangment with the CWD that is current. Debts delinquent for 3-months will be referred to TOP.

Installment Payments MISSED

CDSS regulations state if ONE installment payment is missed the debt is considered delinquent. Debtor must (63-801):

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Demanding vs collecting

Demanding

Collecting

CWDs utilize demands for repayment of debt on those debts that allow for demand collections. To demand repayment of a debt is to send demand notices and make demand calls.Demanding repayment of debts allows CWDs to utilize collection efforts through demand letters and demand calls instead of only relying on TOP and Benefit Reductions.

When a client owes the CWD due to an Overpayment or Overissuance, this is considered a debt. Each debt may be collected on separately based on the regulations governing that specific debt type. CWDs responisbility is to inform the debtor of each of their debts. Inform the debtor the differnt option in which they can repay the debt. And inform the debtor of the potential consequences for non-repayment of debt, inlcuding TOP.

Collections - Demanding

CWDs demand repayment of those debts that allow for demand Collection efforts. Demanding repayment inlcude:

• Collection calls to debtors demanding repayment in full or through installment payments
• Collection demand letters CSF 132, CSF 133, and CSF 134.
• Collections request for contact through voicemails left and/or GEN 107s mailed to debtor.
• Disclosures to debtor including continued collection efforts and TOP referral until Satisfactory Repayment Agreement has been entered into with continuous payments made or debt paid in full.

Collections - Collecting

CWDs have the responsibility to inform debtors of not only the debt owed, but all actions that will be taken to get debt repaid. CWDs are also required to disclose to debtors all available options to repay debt to avoid further collection actions including TOP.

Collecting on Non-Demandable Debts

CWDs are required to:

• Notify client of debt (NOAs).
• Provide resources on how to pay the debt (How To Pay Resource)
• Inform debtors of TOP referral due to delinquent debt.
• Inform debtor of ability to stop TOP if Satisfactory Repayment Agreement is established.
• Inform debtor that any and all payments are accepted, but debt will not be removed from TOP until balance is paid in full or Satisfactory Repayment Agreement is entered.

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• Let the communication flow!