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Harris County, Texas
3rd Largest County in the United States
Largest
Los Angeles County,
California
Harris County
Criminal Justice Center
Dedicated Criminal Courts Building
22 District Courts – 15 County Courts
2nd 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
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DISTRICT CLERK
Keeper of Records
Child Support
Jury Duty
Court Support
Customer Service Criminal
Customer Service Civil
Accounting/Court Registry
Court Costs and Fees
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D.C. & COLLECTIONS
Customer Service – Internal
Customer Service – External
Provide Resources – Human
Provide Resources – Physical
Facilitate consistency and
cohesiveness with Judiciary.
DIRECTOR--MANAGER -- SUPERVISOR
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SANDWICH
FOSTER A POSITIVE WORK ENVIRONMENT
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
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3.
Exhibit management traits and skills
In depth knowledge of processes
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
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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