CS 105P Reinstating Closed CSS Cases

01/85 Revised 11/04/16 Training Completed 11/18/16


CIC:  Refer to procedures found in CS 105-1 CIC Reinstating Closed Cases.



Reinstating Cases, FAD and Case Assignment Overview


When a case is reinstated on the Office of Recovery Services Information System (ORSIS), it will automatically be re-evaluated for the appropriate function and for case assignment.  The only cases that will reinstate in INTK (Intake) function are cases that were closed in INTK function; otherwise, INTK function will only happen one time per case and intake worker duties on reinstated cases will be limited to accepting/forwarding paper applications and completing the interim referral screens, if needed.  Online applications will automatically reinstate cases in ORSIS and should not require an intake worker to complete the interim referral screens, unless the case does not successfully reinstate automatically.  Cases that closed in OEST (Obligation Establishment) will reinstate in OEST function.  Cases that closed in a post-order function will reinstate to the appropriate post-order function, whether or not the obligations automatically reinstate when the case reinstates (i.e., cases closed on post-order will not move to OEST just because all of the obligations have ended).


For all functions, when the case is reinstated, case assignment will reassign the case to the appropriate team and worker based on the information on ORSIS.



Notification to Reinstate a Closed Case


Notification to reinstate a child support case can be received in the following ways:


1.                   Application for Services/Duty of Support packet;


2.                   The Notification to ORS/CSS of DWS or DOH Case Reinstatement is used by DWS or DOH when the IV-A or Medicaid case is being reinstated within 60 days of closing.  This form will follow the same reinstatement procedures as the Non-IV-A Application for Services of IV-A/Medical Duty of Support;


3.                   ORSIS/eRep Automated Case Match Report.  The Automated Case Match Report is automatically processed to gather Public Assistance financial and medical program information from DWS to open a Child Support and/or Third Party Liability (TPLF) case with the Office of Recovery Services/Child Support Services (ORS/CSS);


NOTE:  If a medical-only case is automatically opened due to this report and the applicant is receiving medical benefits that do not require cooperation with CSS, AND there is not an application for services, you may close the case. 


4.                   CSENet Transaction; or,


5.                   Child leaves a Children in Care (CIC) case and returns to the CP on a CSS case.



When to Permanently Reinstate a Closed Case


If a new application, referral, or other form of reinstatement notification is received on a closed case, it may need to be reinstated or stay reinstated on ORSIS depending on the circumstances of the original case closure and if any new information has been received, or could become available, that would allow you to proceed on the case.  The worker who receives the reinstatement notification will review case narratives indicating why the case was previously closed. 


NOTE:  A closed case will automatically reinstate due to an online application.  Once the case has been reinstated, determine whether or not to keep the case opened or if it should be closed.


Once a decision has been made that a closed case should remain reinstated in order to resume efforts to establish or enforce a support order, ORS/CSS workers must reinstate the case on ORSIS or keep it reinstated if the case reinstated automatically due to an online application.



Procedures – Central Mail


Applications can be received by 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.


As of February 26, 2007 all hard copy applications are sent to the Central Imaging Unit (CIU) to be imaged into Content Manager upon receipt in an ORS office by mail, fax or walk-in.


Do NOT date stamp 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 mail process is the official received date for time frames and audit purposes.  The “Receive Date” for the online application will be the date the online request for services is submitted.


2.                   Online.  An applicant may complete an online application using a link on the ORS or DWS websites.  Online applications will automatically open/reinstate cases in ORSIS.  Submitted online applications are sent directly to the case file in Content Manager. 


CIU will not attribute or handle applications that are submitted online.  Each online application that is submitted will have a unique application number added.  The applicant will receive a “Confirmation of Submission” page that contains the same application number.  The submitted application will be attributed to the case file in Content Manager.  If an applicant later submits supporting documents using the confirmation cover page, all documents submitted will have the identical application number added and will also be sent to the case file in Content Manager.



Procedures – Intake Managers


All of the following procedures must be completed within 20 days of CSS receiving notification that the case needs to be reinstated.


For paper applications, the Intake manager will routinely reattribute the documents to the appropriate Intake worker (and other Intake case assignment rules as needed).


NOTE 1:  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 2:  Supporting documents that are received with the “Confirmation of Submission” page will automatically be sent to the appropriate mailbox.


NOTE 3:  The Intake manager may need to complete the previous step for an online application if the case did not successfully reinstate during the automatic process.



Procedures – Intake Agents


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


NOTE:  An intake agent may need to complete the following steps for an online application if the case did not successfully reinstate during the automatic process.


1.                   Review the application/duty of support form and any supporting documents that have been imaged in Content Manager; 


2.                   Update the applicant’s address, including a verified date, with the information provided on the application;


3.                   Reinstate the case on ORSIS if the case is Non-IV-A or if IV-A/Medical benefits are pending approval and the applicant has signed that he/she wants IV-D services regardless of benefit approval;


4.                   Add any additional children to the case, if appropriate.


5.                   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;


6.                   Add a case-level narrative.  Indicate that the imaged case is now available to the function worker to complete the reinstatement procedures below and proceed with establishment or enforcement actions on the case.



Procedures – Function Workers


Function workers will only be notified of the reinstated case by an alert.  Function workers are responsible for completing the steps below once the case is reinstated on ORSIS.  These steps may be completed by an Office of Recovery Services/Child Support Services (ORS/CSS) pre-order or post-order worker, with assistance from senior agents as needed.   


NOTE:  If the case was previously closed for non-cooperation or with a non-cooperation sanction in place, the function and/or sub-function case worker(s) will coordinate efforts to resolve any remaining non-cooperation issues.  However, the previous caseworker who placed the sanction (or another worker with access) must be the worker to release the non-cooperation sanction from the Non-Cooperation and Good Cause screen due to computer access issues.


1.                   CSENet transaction:  If a case reinstates due to a Child Support Enforcement Network (CSENet) transaction, the function worker is responsible for the following: 

a.                   Incoming Intergovernmental Cases:  Research all incoming CSENet transactions to determine if the transaction is a new referral and the reinstated Utah case must remain open, or if the other state must be notified that Utah will not resume actions on the case and the case will be reclosed. 

b.                  Outgoing Intergovernmental Cases – If a CSENet transaction causes the ORSIS case to reinstate, it means an incorrect ACTION REASON was used when the case was closed. 


2.                   Child(ren) leaves Children In Care (CIC) case and returns to CP on CSS case:  If a child who has previously been opened on a CSS case goes into state custody and receives either IV-E Foster Care and/or Medicaid, then returns to the same CP on the prior CSS case, CSS will reinstate the child support services case.  No new application is required to reinstate services.

a.                   The CIC worker will notify the CSS function worker listed on the previous CSS case by email that state custody is ending and the CSS case and ongoing support debt needs to be reinstated.

b.                  The CSS function worker will reinstate the CSS case and debts.  If the CSS case remained open for other children while a child (or children) was open on the CIC case, CSS will reactivate the child(ren) on the existing CSS case and update the ongoing support debt to include all of the children.


3.                   Reinstate the case on ORSIS if it did not automatically reinstate or if the case was not reinstated by the intake team due to a new application/duty of support.


REMINDER:  As soon as the case is reinstated, case assignment reassigns the case to the appropriate team/worker based on the information on ORSIS.


4.                   Review imaged application and related documents added to the Case Folder in Content Manager for the type of services being requested, any new information and update ORSIS, as needed.

a.                   Type of service changes;

b.                  Name changes;

c.                   New address information:  If the new address does not belong to the applicant, send the Post Office Request for Address Information letter to verify the information;

d.                  Employer information:  Update the Employment Information screen and send the Employer Request letter;

e.                  Miscellaneous participant information;

f.                    Insurance information;

g.                   Parties’ marital status (married, remarried, divorced, etc):  Review the case to see if the change in marital status affects the validity of any existing orders or resulted in new orders (such as a divorce decree);

h.                  Complete the paternity review for each child.  Every case that is reinstated on ORSIS will undergo a paternity review if it has not already been completed.  On reinstated cases, this review will be completed by a pre-order senior agent;

i.                     Paternity paperwork:  Obtain the Paternity Questionnaire and Paternity Affidavit as needed when paternity needs to be established for any of the children;

j.                    Order information.  Review for copies of new support orders, sum-certain judgments, or for any information indicating that new orders exist.  If an order is available on the court images website, print the document and forward it to Central;

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

l.                     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.


NOTE:  Every case that is reinstated on ORSIS will undergo a paternity review. 


5.                   Determine if you have sufficient imaged documentation to proceed with the case. 

Attempt to obtain any additional information necessary from the applicant, courts, or other sources. 


6.                   If no valid obligation exists, begin order establishment procedures.  If a case reinstates, make sure that there is no new valid order before proceeding with establishing an order; if there is still no valid order, proceed to establish an order.  If a case reinstates but the obligation on the case is no longer valid, transfer the case to the pre-order team for order establishment.


7.                   If an order exists now that did not exist when the case was previously closed, add the new obligation to ORSIS. 


8.                   If the case is being reinstated for medical support services only, make sure that the appropriate obligation type is open on ORSIS.


9.                   If the support order that was previously on the case is still a valid order, reinstate the support debts.


10.               Resume enforcement actions, including lien reporting and income withholding.



Temporarily Reinstating Cases


There are several reasons that cases must be temporarily reinstated to allow CSS workers access to ORSIS fields.  When temporarily reinstating a case, extra steps are needed to prevent automatic ORSIS processes from starting.  At this time, it is not necessary to complete a paternity review if the case is being temporarily reinstated and reclosed immediately.


1.                   Prior to temporarily reinstating a case, gather all of the information you will need to complete the necessary action.  Have all of your research available so that you can reinstate the case, complete the action, and reclose the case.


2.                   Reinstate the case on ORSIS. 


3.                   Update the AUTO GENERATION OF NOTICES field on ORSIS to avoid unnecessary automated notices.


4.                   Complete the task that required reinstatement.  Once the case is reinstated, procedures differ depending on the reason the case has been reinstated. 

5.                   Create a case-level narrative that indicates why the case was temporarily reinstated and what actions were taken.


6.                   Document if the case file has been imaged into Content Manager.   


7.                   Prepare the case for closure. 


8.                   Change the AUTO GEN OF NOTICES field.


9.                   Have the closure approved by the manager or appropriate senior agent.