Description of the Task:

Early Intervention Call and Email Scripts

Process Owner (i.e. person responsible for updating this sheet):

Compliance

Documented Role:

Scripts to use for calls and emails on Early Intervention- Post Orders Standard Work

1

Initial Orders - Support Payor

Script when the Support Payor is reached:

1. Hello, My name is ______________ with the Division of Child Support Services. I am trying to reach_________________. For verification purposes, can you verify your address and date of birth, please? (Verify Member’s information) I’m reaching out today to see if you have time to discuss the status of your case. I’m currently assigned to review cases that are at the beginning of the child support journey and make sure your case is not in danger of going to court which can result in many enforcement actions. I’d like to help you avoid these actions from happening moving forward. To do so, I'd like to review your case with you and see if you have any questions, concerns, updates, or anything I can assist you with including who is the case manager assigned to your case.

1. Discuss the effective date and amount of the order.
2. Discuss Enforcement remedies (Actions)
3. Request for payment/ Promise to pay
4. Discuss Ways to Pay. (Ways to pay)
5. Informed the Division of Child Support Services (DCSS) is an Agency that is not about just enforcing the order, but providing information and referrals should you need assistance in finding employment.

2

Initial Orders - Support Payor

Script when Call to the Support Payor goes to voicemail

1. Hi, my name is_______, with the Division of Child Support Services. This message is for __________________. We are reaching out about your Child Support Case and have yet to be successful. I’m currently assigned to review cases that are at the beginning of the child support journey and making sure your case is not in danger of going to court which can result in many enforcement actions. I’d like to help you avoid these actions from happening moving forward. To do so, I'd like to review your case with you and see if you have any questions, concerns, updates, or anything I can assist you with. Please feel free to call us at__________. We are looking forward to working with you.

3

Initial orders - Support Payor Email Script for sending email to the Support Payor

1. My name is ______ and I am with the Arizona Division of Child Support Services Early Intervention Team. I am contacting you regarding your recently established child support order with _________ , case number ____________. I am reaching out to do a 60 day follow up to see if you have questions on your case or need to review anything. If you have any questions or concerns about your case or to update any information related to your case, please feel free to contact our customer service line at 602-252-4045. Please be sure to listen to all of the options before you select the best option.

1. Send email when unable to contact the Support Payor.

2. Attached the Child Support Obligation Notice and the Enforcement Remedies form to the email

4

Mod Orders - Support Payor Script when the Support Payor is reached

1. Hello, My name is ______________ with the Division of Child Support Services. I am trying to reach _________________. For verification purposes, can you verify your address and date of birth? (Verify Member’s information) I’m reaching out today to see if you have time to discuss the status of your case. I’m currently assigned to review cases that are within the child support journey and make sure your case is not in danger of going to court which can result in many enforcement actions. I’d like to help you avoid these actions from happening moving forward. To do so, I'd like to review your case with you and see if you have any questions, concerns, updates, or anything I can assist you with, including the case manager assigned to your case.

1. Discuss the effective date and amount of the order.
2. Discuss Enforcement remedies (Actions)
3. Request for payment/ Promise to pay
4. Discuss Ways to Pay. (Ways to pay)
5. Inform that the Division of Child Support Services (DCSS) is an Agency that is not about just enforcing the order, but providing information and referrals should you need assistance in finding employment for support payors.

5

Mod Orders - Support Payor Script when call to the Support Payor goes to voicemail

1. Hi, my name is_______, with the Division of Child Support Services. This message is for __________________. We are reaching out about your Child Support Case and have yet to be successful. I’m currently assigned to review cases that may have changes in their child support journey and we are making sure your case is not in danger of going to court which can result in many enforcement actions. I’d like to help you avoid these actions from happening moving forward. To do so, I'd like to review your case with you and see if you have any questions, concerns, updates, or anything I can assist you with. Please feel free to call us at__________. We are looking forward to working with you.

6

Mod Orders - Support Payor Email Script for sending email to the Support Payor

1. My name is ________ and I am with the Arizona Division of Child Support Services Early Intervention Team. I am contacting you regarding your recently modified child support order with __________ case number ____________. I am reaching out to do a 60 day follow up to see if you have questions on our case or need to review anything. If you have any questions or concerns about your case, if you would like to update any information related to your case, please feel free to contact our customer service line at 602-252-4045, please be sure to listen to all of the options before you select the best option

1. Send an email when unable to contact the Support Payor.
2. Attached the Child Support Obligation Notice and the Enforcement Remedies form to the email

7

Initial Orders - Support Recipient

Script when the Support Recipient is reached:

1. Hello, My name is ______________ with the Division of Child Support Services. I am trying to reach _________________. For verification purposes, can you verify your address and date of birth, please? (Verify Member’s information) I’m reaching out today to see if you have time to discuss the status of your case. I’m currently assigned to review cases at the beginning of the child support journey and ensure we are answering all questions. I’d like to help you by providing the process of how we as an agency assist with your order. To do so, I'd like to review your case with you and see if you have any questions, concerns, updates, or anything I can assist you with including who is the case manager assigned to your case.

1. Discuss Order effective date and Amount of order.
2. Discuss Enforcement remedies (Actions)
3. Informed the Division of Child Support Services (DCSS) is an Agency that is not about just enforcing the order, but providing information and referrals should you need assistance in finding employment.
4. Does the Support Recipient still feel safe since the order was created? (Complete Family Questionnaire, if applicable

8

Initial Orders - Support Recipient

Script when Call to the Support Recipient goes to voicemail

1. Hi, my name is_______, with the Division of Child Support Services. This message is for __________________. We are reaching out about your Child Support Case. I’m currently assigned to review cases at the beginning of the child support journey, make sure you understand child support and know we are here to support both parents and help avoid inconsistent payments. If you have any questions, concerns, updates, or anything we can assist you with. Please feel free to call us at__________. We are looking forward to working with you

9

Initial orders - Support Recipient

Email Script for sending email to the Support Recipient

1. My name is ______ and I am with the Arizona Division of Child Support Services Early Intervention Team. I am contacting you regarding your recently established child support order with _________ , case number ____________. I am reaching out to do a 60 day follow up to see if you have questions on your case or need to review anything. If you have any questions or concerns about your case or to update any information related to your case, please feel free to contact our customer service line at 602-252-4045. Please be sure to listen to all of the options before you select the best option.

10

Mod Orders - Support Recipient

Script when the Support Recipient is reached

1. Hello, My name is ______________ with the Division of Child Support Services. I am trying to reach _________________. For verification purposes, can you verify your address and date of birth, please? (Verify Member’s information) I’m reaching out today to see if you have time to discuss the status of your case. I’m currently assigned to review cases that changed the child support journey and ensure we are answering all questions. I’d like to help you by providing the process of how we as an agency assist with your order. To do so, I'd like to review your case with you and see if you have any questions, concerns, updates, or anything I can assist you with including who is the case manager assigned to your case.

1. Discuss Order effective date and Amount of order.
2. Discuss Enforcement remedies (Actions)
3. Informed the Division of Child Support Services (DCSS) is an Agency that is not about just enforcing the order, but providing information and referrals should you need assistance in finding employment.
4. Does the Support Recipient still feel safe since the order was created? (Complete Family Questionnaire, if applicable)

11

Mod Orders - Support Recipient

Script when call to the Support Recipient goes to voicemail

1. Hi, my name is_______, with the Division of Child Support Services. This message is for __________________. We are reaching out about your Child Support Case. I’m currently assigned to review cases that made changes in the child support journey, make sure you understand child support and know we are here to support both parents and help avoid inconsistent payments. If you have any questions, concerns, updates, or anything we can assist you with. Please feel free to call us at__________. We are looking forward to working with you.

12

Mod Orders - Support Recipient

Email Script for sending email to the Support Recipient

1. My name is ________ and I am with the Arizona Division of Child Support Services Early Intervention Team. I am contacting you regarding your recently modified child support order with __________ case number ____________. I am reaching out to do a 60 day follow up to see if you have questions on our case or need to review anything. If you have any questions or concerns about your case, if you would like to update any information related to your case, please feel free to contact our customer service line at 602-252-4045, please be sure to listen to all of the options before you select the best option.

13

Incarcerated case - Support Recipient

Script when the Support Recipient is reached:

1. Hello, My name is ______________ with the Division of Child Support Services. I am trying to reach ________________. For verification purposes, can you verify your address and date of birth, please? (Verify Member’s information) I’m reaching out today to see if you have time to discuss the status of your case. We understand that the Support Payor on your case is currently incarcerated. Do you know how long they will be incarcerated? (if yes, please document the Support Recipient response) While the current order is at zero. We ask that you keep in contact with us. This may include updating any new information you feel is important for the case.

1. Discuss Order effective date and Amount of order.
2. Informed the Division of Child Support Services (DCSS) is an Agency that is not about just enforcing the order, but providing information and referrals should you need assistance in finding employment.
3. Does the Support Recipient still feel safe since the order was created? (Complete Family Questionnaire, if applicable)

14

Incarcerated case - Support Recipient

Script when call to the Support Recipient goes to voicemail

1. Hi, my name is_______, with the Division of Child Support Services. This message is for __________________. We are reaching out regarding your Child Support Case. I’m currently assigned to review cases to do a 60 day follow up on new established or Modified order. We understand that the Support Payor on your case is currently incarcerated. While the current order is at zero. We ask that you keep in contact with us. This may include updating any new information you feel is important for the case. If you have any questions, concerns, updates, or anything we can assist you with. Please feel free to call us at__________. We are looking forward to working with you.