CS 101 Opening a CSS Case, Procedures

12/00 Revised 07/29/16 Training Completed 01/26/16

45 CFR 303.2



Intake Overview


Applications can be received by the Office of Recovery Services (ORS) in the following ways:


1.                   Mail, fax or walk-in:  An applicant may submit an application by mail, fax or by bringing the application into an ORS office.


2.                   Online:  An applicant may complete an online application using a link on the ORS Home Page or a link on the DWS online application for IV-A benefits.  Online applications that are successfully submitted are sent directly to an ORS email account and automatically imported into Content Manager.


As of February 26, 2007 all hard copy applications will be sent to Central Imaging for imaging into Content Manager upon receipt in an ORS office by mail, fax or walk-in. 


Do NOT date stamp paper applications that are received in outer ORS/CSS offices.  The “Received Date” will be added to the application as the document is imaged into Content Manager.  The date that the application reaches the Salt Lake City office to enter the ORS/CSS mail process is the official received date for time frame and audit purposes.  The “Received Date” for the online application will be the date the online request for services is submitted.



Online Applications in Content Manager


Applications submitted using the online application will automatically be imported into Content Manager.  CIU will not attribute or handle applications that are submitted online.  The following attributes will be added to an online application based on the following:


1.                   Case opens/reinstates – If an ORSIS case is opened or reinstated, the online application will be attributed to the appropriate case folder in Content Manager.


2.                   Case unable to open/reinstate – If an ORSIS case does not open or reinstate and the worker receives a Referral Error, the online application is attributed to the APPL Error Item Type.  A search must be conducted using the Application Number assigned to the application.



CS 101.3 Scanning Hard Copy Applications and Supporting Documentation


Applications and supporting documents that are received as a paper copy either in CIU or in an outer office will be scanned by CIU using the “Applications” or “Application Other Documents” batch class.


When an applicant submits an online application, s/he will receive a “Confirmation of Submission” page that contains the assigned application number.  If an applicant later submits supporting documents using the confirmation cover page, all documents submitted will have the application number added to “APPL Number “ field and will be sent to the “99* (MAIL APPLICATIONS)” mailbox in Content Manager.


All of the following procedures must be completed within 20 days of CSS receiving the application/duty of support forms.



Procedures – MAIL APPLICATIONS Mailbox


Once a paper copy of the application/supporting documentation has been imaged and attributed to the MAIL APPLICATIONS mailbox, the Intake managers will routinely check this central mailbox (on a schedule to be determined by the Intake managers) and reattribute the documents to the appropriate Intake worker (and other Intake case assignment rules as needed).


All documents that pertain to the application and are received in the same envelope will have the applicant’s last name and first initial added in the “Applicant Name” field.  All documents that pertain to the application will be routed to the same Intake worker.


NOTE:  Supporting documents that are received with the “Confirmation of Submission” page will automatically be sent to the MAIL APPLICATIONS mailbox.  The confirmation cover page will be attributed with the form name “Application”.



Procedures – Intake Agents: Before Opening a Case/Making a Referral


Each Intake worker will access the MAIL APPLICATIONS mailbox in Content Manager and conduct a search using their ORSIS ID in the ID WRKR field to retrieve documents attributed to the worker’s OR ID.  All documents assigned to a specific Intake worker will appear in the results.


Intake agents are responsible for the following duties when a new application/IV-A/Medical Duty of Support form is received and a case must be initiated in ORSIS. 


1.                   Review the application/duty of support forms and any supporting documents that have been imaged in Content Manager.  During the Intake function, the CP must provide enough identifying information about the participants that a case can be opened on ORSIS. 

a.                   Effective March 5, 2007, ORS/CSS will consider an application complete (and the client cooperating) for the purposes of opening a case on ORSIS if the following is provided in the Application/Duty of Support packet (although more information may be needed before ORS/CSS can proceed with establishment/enforcement after the case leaves Intake):

i.                     Sufficient information to identify or add the case participants in ORSIS (mirrors basic cooperation requirements):

A.                  Applicant: 

I.                    Full name;

II.                  Social Security Number or date of birth; and,

III.                 Address.

B.                  Non-custodial parent(s) (mother or legally-established father):

I.                    Full name;

II.                  Social Security Number or date of birth; and,

III.                Last known address.

C.                  Alleged father:

I.                    Name. For paternity establishment cases the recipient must provide at a minimum, the real name for the alleged father(s) that can be verified.  If there is more than one possible father, the recipient must provide a verifiable name for each consort. 

D.                  Child(ren):

I.                    Full Name; and,

II.                  Social Security Number or date of birth.

ii.                   Applicant signature:

A.                  IV-A/Medical Duty of Support:  The applicant signature is not required to consider a IV-A/Medical application complete, since the assignment of support rights occurs by operation of law when the benefits are received.

B.                  Non-IV-A application:  A signature is required to consider a Non-IV-A application complete, as the signature gives ORS/CSS authority to proceed.

b.                  If the application does not contain the basic requirements listed above, it is not complete for the purposes of opening a case on ORSIS.  Take the following steps:

i.                     IV-A/Medicaid Case:

A.                  Send the applicant the following: 

I.                    Notice of Non-Cooperation;

II.                  Written Request for Review;

III.                Blank application packet. 

B.                  Notify DWS/DOH worker

I.                    Forward a copy of the letter to the DWS/DOH worker;

II.                  Add a narrative to the PACMIS case to explain the situation. 

NOTE:  If the CP contests the determination of non-cooperation, s/he has a right to request a review. 

ii.                   Non-IV-A Case:  Send the applicant the following:

A.                  Blank application packet; and,

B.                  Letter with the appropriate option selected. 


2.                   Conduct participant searches to determine if the participant is known to ORSIS and/or a case already exists. 


3.                   If you need more information to avoid creating a duplicate PID on ORSIS, or to verify the existence of the NCP or alleged father, complete further research based on the information provided by the recipient/applicant (e.g., are there other ORS cases on record or does s/he have a Utah driver’s license?).


4.                   If, on a IV-A/Medicaid case, you cannot find any record of the NCP or alleged father(s), and good cause, other exceptions, or “cooperating in good faith” do not apply, provide the recipient with the “Notice of Non-Cooperation” and the “Written Request for Review”.  Forward a copy of the letter to the Department of Workforce Services (DWS) worker, and add a narrative to the PACMIS case to explain the situation.  If the CP contests the determination of non-cooperation, s/he has a right to request a review.


5.                   Once all participants are located, open the case on ORSIS.



Procedures – Intake Agent After Referral is Made/Case Opened


1.                   Update ORSIS screens.


2.                   Review the Application/Duty of Support for a good cause claim or safeguarding request and code ORSIS or notify ORS/CSS and DWS/DOH workers as directed in policy;


3.                   Paternity project:  Based on the information provided on the Application/Duty of Support, complete the paternity project.  The portion of the paternity review completed by the Intake agent is based solely on the information provided on the application.  Update the correct fields on the 210 screen to indicate that the project is complete.  In addition, add a participant level narrative on the child(ren)’s narrative screen and a case level narrative on the 690 case screen listing the information obtained and verified and whether or not the paternity project has been completed. 


4.                   Send paternity paperwork:  Based on the results of the paternity project, if paternity remains an issue for any of the children, send the applicant the appropriate paternity documents to complete and return to the function worker:

a.                   Paternity Questionnaire(s); and,

b.                  Paternity Affidavit(s).


5.                   Request Orders:  If the application documents do not include an order, but an order appears to exist, request a copy.  Intake agents will make one request (provided that the request is sent to the correct place). 

a.                   To request information from the CP, send the appropriate letter.

i.                     Request for Information on Possible Divorce Action.  Send this letter to request information about the CP’s marriage and possible divorce.

ii.                   Request for Divorce Decree from the Applicant. Send this to request a copy of the order, worksheet and Findings of Fact.

iii.                  Non-IV-A Non-cooperation Notice.  Send this letter to the Non-IV-A applicant.

b.                  To obtain documents from Utah courts:

i.                     Conduct research Court Images website to obtain specific information about the documents.  Some orders are already imaged on the Court Images website and are available to print.  If available, print the document and forward a copy to Central Imaging or to whoever is in charge of scanning for your office. 


NOTE:  Verify that an order is available and not imaged on the Court Images website before sending the Utah Court Document Request form.  Exception:  Make all certified copy requests to Utah courts through the Utah Court Document Request form regardless of whether or not the document is imaged on Court Images website.  The court clerk will send certified copies of documents to Central Mail and the order will then be forwarded to the appropriate agent.  Allow the court clerk 60 days to respond and send the requested documents before sending a second request to the court clerk.

To request a document from a Utah court, complete the Utah Court Document Request form on.  If the requested documents have not been received within:

A.                  45 days – ORSIS will automatically send:

I.                    A 2nd Request document to the clerk as a reminder; and,

II.                  An email to the requesting worker notifying him/her that the 2nd request document has been sent to the court clerk.

B.                  60 days – After 60 days, if no response is received and/or you have not received the requested documents, you will need to resubmit the request to the courts and send another Utah Court Document Request form. 

ii.                   Document your actions in the case narratives.


NOTE:  If you requested a non-certified copy of a court document, the court clerk responded on the R35E stating that the document was found, but you cannot find the document in Content Manager, you must follow up to determine what happened (e.g., the clerk forgot to attach the court document, the document was reattributed incorrectly in Content Manager, etc.).  If needed, send another R35E form to the court.  When making the request, write in the “Special instructions/requests” section of the R35E form that ORS previously received a response from the court stating the document(s) were available, but that for some reason the document(s) was not received in our system and a copy is still needed. 

c.                   To request documents from courts outside of Utah:

i.                     Call the court clerk and request the document; or,

ii.                   Send the Request for Divorce Decree from Out-of-State Clerk of Court form to the court clerk. 

iii.                  If the clerk’s office in the other state requires a fee for the documents, complete the Request for a Refund form for the amount of the fee.  Keep a copy of the refund request until after it has been sent to the other state.  After you receive the check from Financial Services, include it with the Request for Divorce Decree from Out-of-State Clerk of Court letter.

iv.                 Document your actions in the case narratives.


6.                   Notify DWS/DOH worker.  If the applicant is applying for or receiving IV-A benefits or Medicaid, add a note and task to eREP to notify the DWS or DOH worker that the case has been opened on ORSIS and has been referred for the next step.


7.                   Generate and send the Applicant Initial Contact Letter to the applicant if case is transferring to an OEST team.  Include the correct options based on whether the applicant is the obligor or the obligee on the case.


8.                   Reattribute images.


9.                   Add a case-level narrative.  Explain all steps taken and indicate that the imaged case is now available to the senior agent to complete the case opening procedures below.



Procedures – Intake Senior Agent


1.                   Paternity project:  If the Intake agent was unable to complete the review for each child due to the necessary documents not returning, the senior agent will request any needed documentation.  The senior agent may suspend the case in Intake to obtain out-of-state information.  Only one request will be made for out-of-state documentation (provided the request is sent to the right place), and the case can remain suspended in Intake for up to 60-days to allow time for a response.


2.                   If an order exists, add the obligation and debts on ORSIS. 


3.                   Generate and send the Applicant Initial Contact Letter to the applicant if a support order exists.  Include the correct options based on whether the applicant is the obligor or the obligee on the case.  Include the Electronic Payment enrollment options.


4.                   Reattribute images.


5.                   Add a case-level narrative.  Explain all steps taken and indicate that the imaged case is now available to the function worker to complete the case opening procedures below and to begin establishment or enforcement actions on the case.



Procedures—Function Worker/Team


The function worker will receive an alert as notification that a new case has transferred to his/her caseload.  The case narratives will provide the information that this is a new case from Intake.  Take the following steps to complete the case-opening process:


1.                   Paternity project:  If the Intake senior agent was unable to complete the review for each child due to the necessary documents not returning, the function worker (pre-order and post-order) must try to obtain the necessary documents, then arrange for a pre-order senior agent to complete the review.

2.                   Paternity documents:  If paternity documents are needed, the function worker is responsible for obtaining those documents by monitoring for the return of any documents sent by Intake, arranging a paternity interview appointment, sending additional documents, and sanctioning or pending the case for closure as appropriate if the client fails to cooperate.


3.                   If no valid obligation exists, begin order establishment procedures. 


4.                   If an order exists, complete the following:

a.                   Request orders:  If the intake senior agent was not able to obtain copies of out-of-state orders, continue efforts to obtain the orders, including sanction or pending the case for closure, if appropriate.

b.                  Determination of Controlling Order:  Complete the Determination of Controlling Order (DCO) if there are multiple support orders and a final DCO has not been completed in the past.

c.                   Add the obligation and debts.  If the intake senior agent was not able to obtain copies of an order before the case transfers to the function worker, add the obligation and debts.

d.                  Insurance information.

e.                  New children:  Add any new children to the case and coordinate efforts between the post-order and pre-order teams to modify or establish any necessary orders. 


5.                   Write case narratives for all steps taken.


6.                   Reattribute images.


7.                   Begin all appropriate enforcement and locate activities.