OUTGOING INTERGOVERNMENTAL
CS 222P-1 Complaint Procedures
Intergovernmental Complaint Overview
If, in a two-state interstate action, the responding state is not
following federal regulations or giving a case adequate attention (refer to CS
151P Duties and Federal Timeframes, CS 201P Central Registry Responsibilities,
CS 202P Case Processing Procedures, and CS 203P Non-IV-A Incoming
Intergovernmental for more information on responding state responsibilities),
you may request assistance from the Office of Recovery Services/Child Support
Services (ORS/CSS) Intergovernmental 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(b)(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 Intergovernmental Coordinator within the
Policy Analyst Unit (PAU).
4.
Utah’s
CSS Intergovernmental Coordinator – The CSS Intergovernmental
Coordinator will contact the Federal regional representative for
assistance. You must provide the CSS
Intergovernmental 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;
i.
The date of the call(s) or letter(s) made/sent to the Central
Registry worker; and,
ii.
A summary of the conversation(s) and/or response(s) received (this
can be the case narratives).
Complaint Procedures – Custodial Parent/Noncustodial Parent
If a custodial parent (CP) or noncustodial 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 Services (OCSS) by email
or at the address provided below:
1.
Office of Child Support Services
Administration for Children and Families
370 L’Enfant Promenade, S.W. Washington, D.C.
20447
2.
Email - OCSEhotline@acf.hhs.gov for
child support cases in the U.S.; or, ocssinternational@acf.hhs.gov
for child support cases with another country.