Customer Education Outreach - Custodial Parent - Oklahoma ...

OKLAHOMA DEPARTMENT OF HUMAN SERVICES Oklahoma Child Support Services Customer Education Outreach P.O. Box 53552 Oklahoma City, Oklahoma 73152 1-877-325-9733

Dear New OCSS Customer: The OKDHS Family Support Services Division recently referred you to us as a Child Support Services customer. We have opened a case for you and are making efforts to establish and collect child support for the benefit of your family. As a newcomer to Oklahoma Child Support Services (OCSS), you are sure to have many questions about how our program works and about how we can work together for your family. In this packet you will find:     

A fact sheet: “You Have a Child Support Case—Now What?” The Child Support Handbook “Questions About Your Case?” explaining the ways to get or give information about your case A card with our CARE Customer Service telephone number and our web address Oklahoma Child Support MasterCard Debit Card brochures

Please remember that it is important to always read mail that you get from OCSS. All of the mail that we send you is about your child support case and sometimes may be about a court date or other event. To avoid confusion and keep your case running smoothly, please read and quickly respond using the contact number or address shown on the mail you receive. If we ever send you something that you do not understand, we will be glad to answer your questions. We look forward to working with you. Best regards,

The Customer Education Outreach Team

Questions about Your Case? Do you have questions about your child support case? Do you need a form? Want to know where to find law and policy about child support? When you have questions or needs related to your child support case, there are many ways for you to get help:  Website: http://www.okdhs.org Here you will find the “Child Support” link for information about our program and services, including a history of your child support payments as recorded by OKDHS OCSS. This site also provides a link to contact us by e-mail.  CARE Call Center: There are two ways that you can get information from our call center: The automated Interactive Voice Response phone system (IVR) and a customer service representative (CSR). 

The IVR: By simply pressing a button on your telephone, you can get automated information about the following:     

Paternity Income Tax Offset The Centralized Support Registry Forms Child Support Payment Address

The IVR also provides information about payments received in the last 30 days, as well as any balance owed to you. To access your case information in the IVR you must enter your Department Client Number (DCN) and Personal Identification Number (PIN) that you should have recently received by mail. When you call, if you have more than one case, you will be asked if you want to hear about your case with each non-custodial parent. The IVR is available 24 hours a day and can be reached in the Oklahoma City area by calling 405-522-2273, in the Tulsa area by calling 918-295-3500 or if outside these metro areas by calling 1-800-522-2922. 

CSR: Representatives are available between 8:00 a.m. and 5:00 p.m., Monday through Friday (except state holidays). A CSR can provide information on almost any child support related subject and get information to your case worker. You can reach a CSR by calling the numbers listed above. Simply press “0” during any IVR menu and your call will be transferred. The CSR will ask for information to confirm your identity, for instance your case number, social security number and date of birth.

These tools are free of charge and we encourage you to use them as often as you need. Please know that we are at your service!

You Have a Child Support Case—Now What? This fact sheet contains information that will help you:    

get in touch with us through the web or through our customer call center understand the child support system know what to expect in regard to our services and automated processes know what Oklahoma Child Support Services (OCSS) needs to work your case

If you have questions or new information about your child support case, please call our CARE customer service line at one of these numbers: OKC area 405-522-2273; Tulsa area 918-295-3500; toll free 1-800-522-2922. Information about OCSS and your child support case is available on line at http://www.okdhs.org. CHILD SUPPORT SERVICES The following services are provided by OCSS. These services are available whether or not the parent lives in Oklahoma.    

Location of Parent: If you do not know where the other parent is, OCSS will try to find them. Paternity Establishment: We help determine, when needed, legal paternity by voluntary acknowledgment or genetic testing. Support Establishment: We can obtain a support order using the Oklahoma Child Support Guidelines. Support orders include medical coverage and daycare costs. Payments: Your child support payments are due the first of each month, HOWEVER, they are not late until the first day of the next month. You can get your child support payments in one of two ways: debit card or direct deposit. Oklahoma Child Support MasterCard Debit Card: When we receive your first child support payment, you will be sent a debit card within ten days. Your child support will be available to you as soon as you activate the card. Call Affiliated Computer Services (ACS) 1-888-4019843 to select your Personal Identification Number (PIN). You will need the card, your Social Security Number or the above Department Client Number and your date of birth. YOU MUST ACTIVATE THE CARD IMMEDIATELY. IF NOT, THE MONEY MAY BE APPLIED TO ANY STATE BALANCES OR RETURNED TO THE NON-CUSTODIAL PARENT. PLEASE DO NOT DESTROY OR THROW AWAY THE CARD. IT IS THE ONLY WAY YOU WILL BE ABLE TO GET YOUR MONEY. You may choose to receive future child support payments by direct deposit to your bank account. If so, please tell ACS when you call to activate the card. Your debit card will NOT arrive in an envelope marked Oklahoma Department of Human Services. It will be in a plain white envelope. The card shows “Oklahoma,” a rider on horseback and the MasterCard logo. Please watch for the card in the mail. If you have questions or have not received your card, please call ACS at 1-888-401-9843. The card is a safe, fast, and easy way to get your child support payments.

If you already get other state benefits or child support payments on an Oklahoma MasterCard Debit Card, child support payments for this case will be placed on that card also. If you no longer have that card, please contact ACS toll-free at 1-888-401-9843 to request a new card. For more information about the card and user FEES, please see the enclosed debit card brochures. Direct Deposit: You may also receive your child support payments by direct deposit to your bank account at NO COST to you. Your first payment will be sent to you on a debit card. At that time you may sign up to get payments by direct deposit. To get a direct deposit enrollment form, call ACS toll-free at 1-888-401-9843 OR visit https://www.eppicard.com/pdf/OK_DD_Enroll.pdf. Child Support Payments Sent Directly to You: Send all payments you receive from anyone other than OCSS to: Oklahoma Centralized Support Registry P.O. Box 268849 Oklahoma City, Oklahoma 73126-8849 Please include your case number with the payment. If you do not send these payments to us, you may lose state benefits and your child support case can be closed. 

Enforcement: We enforce child support orders in many ways. The order may be from an Oklahoma court or from the court of another state or country. OCSS will decide the best way to collect support. Some ways we enforce orders are: o o o o o o o o o o o o

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Taking child support payments from the non-custodial parent’s paycheck Taking money from bank accounts Taking money from unemployment checks Taking retirement funds Taking money from Workers Compensation claims Putting liens on homes and land Putting liens on personal property Taking away driver’s licenses Taking away professional licenses Taking away hunting and fishing licenses Keeping non-paying parents from getting a passport Taking state and federal tax refunds

Review and modification: If there is a change in either parent’s income, medical insurance or child care costs, you or the non-custodial parent may send a written request for review of your order to the child support office handling your case. There must be a 20% change in the amount of monthly child support before OKDHS OCSS will ask the court to modify the order. Call the CARE customer service line for more information. If you would like to go directly to the court to ask for a change in your order, ask about our “do-it-yourself” pro se modification packet. Pro se packets are also available on our website.

HELP US HELP YOU: The more information you give us, the faster we can help you. Let us know about you and the other parent by providing:  current addresses and phone numbers;  current employer’s name, address and phone number; and  Social Security numbers. Give OCSS complete copies of:  any order establishing paternity or granting a divorce;  all child support orders already entered by a court; and  all orders changing child support or child custody. Custody and Visitation: OKDHS OCSS cannot help you with custody or visitation issues. You will need to talk to Legal Aid or a private attorney. Parenting and mediation services are available across Oklahoma that might be able to help you. Call the CARE customer service line for more information. When Does Child Support Stop? – Unless a court orders otherwise, child support usually stops in Oklahoma when a child turns 18. If a child is 18 and is still in high school, child support continues until the child graduates or turns 20, whichever comes first. Past due child support and interest will be collected until paid in full.

We know that children who grow up in households where support is regularly received are more emotionally healthy, tend to stay in school longer, and have more stable relationships when they become adults and parents themselves. We look forward to working together to give them the brightest possible futures.