Harris County, Texas 3rd Largest County in the United States Largest Los Angeles County, Harris County California Criminal Justice Center Dedicated Criminal Courts Building 22 District Courts – 15 County Courts 2 nd Largest Cook County, Illinois
Harris County Court Complex Criminal Justice Center Civil Justice Center Family Law Center Minute Maid Park Juvenile Justice Center 1910 Civil Court Building Future Court of Appeals
Created under direction of Harris County District Clerk Staff Collections Manager Collections Supervisor Team Leader Collections Clerks - 4 Revenue Monitoring Clerks - 4
ROLLS DISTRICT CLERK D.C. & COLLECTIONS Keeper of Records Customer Service – Internal Child Support Customer Service – External Jury Duty Provide Resources – Human Court Support Provide Resources – Physical Customer Service Criminal Facilitate consistency and cohesiveness with Judiciary. Customer Service Civil Accounting/Court Registry Court Costs and Fees
DIRECTOR--MANAGER -- SUPERVISOR FOSTER A POSITIVE WORK ENVIRONMENT SANDWICH INSURE THAT STAFF IS TRAINED INSURE THAT ALL AVAILABLE EQUIPMENT OR RESOURCE IS IN USE TRUST BUT VERIFY (INTEGRITY) BE COGNIZANT OF TIMELINES AND DEADLINES RECOGNIZE ACHIEVEMENTS, REWARD SUCCESSES AND ENCOURAGE FAILURES
Collections Staff Team Leader 1. Exhibit management traits and skills 2. In depth knowledge of processes 3. Leader without discipline authority Collections Clerks 1. Exhibit quality customer service skills 2. Extract pertinent and correct information 3. Perform tasks with accuracy Revenue Monitoring Clerks 1. Utilize all collections tools 2. Follow established guidelines, policies and procedures 3. Focus on compliance instead of collections
Information Page Two bright colors – yellow and blue Translated in Spanish Hand carried from court room Total of fine and fees documented Reminder that our operation is still a part of court.
Cashier & waiting area for defendants with looping video
TECHNIQUES TO ENHANCE Master effective collection techniques before handling a call. Have information in front of you. Review the collection history. Anticipate your response to their objection. Never misrepresent yourself. Never threaten any action that you do not intend to take. Never curse or use vulgarity. Never refuse to identify yourself. Never refuse to transfer a complaint call to your supervisor.
DISTRICT CLERK -- FACILITATING MANAGEMENT STAFF – GUIDING AND REWARDING T. L./COLLECTION CLERKS – PROVIDING EXCELLENT CUSTOMER SERVICE REVENUE MONITORING CLERKS – PROVIDING EFFICIENT AND EFFECTIVE COLLECTION ACTIVITY COLLECTIONS DEPARTMENT
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