OUTGOING INTERSTATE

CS 222P-1 Complaint Procedures

01/31/02 Revised 10/27/04 Training Completed 11/10/04

 

If, in a two-state interstate action, the responding state is not following federal regulations or giving a case adequate attention, you may request assistance from the Office of Recovery Services/Child Support Services (ORS/CSS) Interstate Coordinator.  However, you must first request the assistance of the appropriate individual(s) listed below, in the order that they are listed,

 

1.                  The responding state’s case worker – document the following information in the case narrative:

a.                   the case worker’s name and phone number;

b.                  the date(s) of the call(s) or letter(s) made/sent to the case worker; and,

c.                   a summary of the conversation(s) and/or response(s) received.

 

NOTE:  There is no federal timeframe for responding to a complaint issued at the case worker level; therefore, use good judgment in allowing the case worker an appropriate amount of time to respond.

 

2.                  The responding state’s unit supervisor – document the following information in the case narrative:

a.                   the supervisor’s name and phone number;

b.                  the date(s) of the call(s) or letter(s) made/sent to the supervisor; and,

c.                   a summary of the conversation(s) and/or response(s) received.

 

            NOTE: There is no federal timeframe for responding to a complaint issued at the supervisor level; therefore, use good judgment in allowing the supervisor an appropriate amount of time to respond.

 

3.                  The responding state’s Central Registry – document the following information in the case narrative:

a.                   the Central Registry worker’s name and phone number;

b.                  the date(s) of the call(s) or letter(s) made/sent to the Central Registry worker; and,

c.                   a summary of the conversations(s) and/or response(s) received.

 

Federal regulations, 45 CFR 303.7 (A)(4), require the Central Registry Unit (CRU) to respond to all inquiries within five days.  If you do not receive a response from the CRU, refer the matter to the CSS Interstate Coordinator. 

 

4.                  Utah’s CSS Interstate Coordinator – the CSS Interstate Coordinator will contact the Federal regional representative for assistance.  You must provide the CSS Interstate Coordinator with the following information:

a.                   the case name and number;

b.                  the name and phone number of the case worker contacted;

i.                     the date of the call(s) or letter(s) made/sent to the case worker; and,

ii.                   a summary of the conversation(s) and/or response(s) received (this can be the case narratives);

c.                   the name and phone number of the supervisor contacted;

i.                     the date of the call(s) or letter(s) made/sent to the case worker; and,

ii.                   a summary of the conversation(s)  and/or response(s) received (this can be the case narratives);

d.                  the name and phone number of the Central Registry worker contacted;

e.                   the date of the call(s) or letter(s) made/sent to the Central Registry worker; and,

f.                    a summary of the conversation(s) and/or response(s) received (this can be the case narratives). 

 

Complaint Procedures – Custodial Parent/Non-custodial Parent

 

1.                  If a custodial parent (CP) or non-custodial parent (NCP) complains about another state and you have taken the steps listed above, you may suggest that s/he contact the federal Office of Child Support Enforcement (OCSE) and provide him/her with the address for the Federal Regional Office for that state. 

 

2.         Do not give the CP/NCP the Federal Regional Office’s telephone number, only the address.  The Regional office must be contacted in writing.

 

NOTE:   If the other state the CP/NCP is complaining about is in Region VIII, do not refer the individual to the Denver OCSE Regional office (the region in which Utah is located).  Denver OCSE will just refer the individual back to the State of Utah, CSS Interstate Coordinator.  Instead, try to work with the other state's local or administrative office and/or the CSS Interstate Coordinator.