Programs
What system do you use to communicate with your staff instantly?
Lync
Case is 051 32 Interstate collections. Do you refer on CASSD?
No. Refer on INTRX if open with referral.
What is the abbreviation for Income withholding order?
IWO
When does a CSR send a disconnect email?
When the CSR initiates the disconnect.
What is disposable income?
It is the gross income minus all the normal taxes, including State, Federal, FICA, etc., but before any other deductions.
What systems do you log into to take calls and what order do you need to log into them?
1st Jabber
2nd Finesse
It is over 30 days since a modification has been closed. Do you refer?
No it is over 30 days since closed.
What does the abbreviation PREF stand for?
Pending Refund-This hold is really an FYI indicating a refund will be released to an NCP. Do not send emails regarding PREF. This hold releases automatically.
The F/O gets an alert when the system changes a hold type to PREF. This allows the worker to see if the money should go to the case, to another case, should remain on hold, or yes, it should be refunded.
What is the time frame for someone to call NCP for a license suspension request?
1 business day.
What is the hierarchy for withholding?
Current child support; B) health insurance premium; C) current spousal support; D) periodic medical support; and E) state debt and/or arrearage payment. If the premium amount plus the current child support exceeds 50% of the disposable earnings, the employer is not to enroll employee and dependents in medical coverage.
In what system can you find Child Support cases?
Missouri Automated Child Support System or MACSS
Case is ORDE status, can you provide the case number?
No refer to CC on CASSD, send an application.
Can I use DEPD in place of Dependent?
No. Must be spelled out.
Where do the following requests get sent to; Applications for Child Support Services, Child Support Customer Comment or Complaint Form, Direct Deposit Applications, Automatic Withdrawal Application, Payment History Report?
The Team Assistant or T/A
When can an employer stop withholding?
When they receive a Terminating Order.
What email do you send diary notes in?
Webmail, State email, or State outlook
Case is with PAA and PAB, but not 095 06. Can you refer?
No. Need to send email if needed.
What is the abbreviation for MACSS Screen Disbursements to Recipients?
DRLST
What is the call back date for requests sent to the 051 35 (Outreach Unit)?
5 Business days.
Can an employer make payments online?
We have two ways to remit payments.
You can either send a check to the Family Support Payment Center or
you can set up an Electronic Funds Transfer. If they want to set up an EFT have them call FSPC at 888-761-3665.
Where can you find scripts, daily clarifications, or procedures?
Playbook
Who does the caller ask for if the case is in ESTA, PATE, or MODI?
Establishment worker, Paternity worker, Modification worker.
What screen would you view to see if there are other incomes listed?
OTINL
Who do you email for Priority Family Violence?
The Sup, QAM, and F/O
I am the employer and need to know what the arrears are/if the license is suspended/what the next action is/if the NCP is up to date/The CP's address. Can you provide me this info?
No. I won’t be able to share that information with you, but if your employee has any questions about that they can call 866-313-9960