STANDARDIZED WORK - Address Confidentiality Program Compliance Standard Work

 

Date/Version: 08/3/2024 v.1

Process Owner: Policy Unit

Review Cadence: Annually

Purpose - To outline the Division of Child Support Services (DCSS) process for adding, removing, or updating a Contact’s address information in AZCARES when the party has started, renewed, or ended participation in the Address Confidentiality Program (ACP). ACP participation is Contact-based and therefore may need to be updated on multiple cases for individuals having more than one case in AZCARES.

 

This Standardized Work is based on the ACP, which is administered by the Arizona Secretary of State. The DES created a policy to comply with the program and requires each division to establish procedures that comply with the DES policy. Policy links: DES 1-01-45 Address Confidentiality Program Policy and DES 0-01-45 Bulletin.
Step (1,2,3..) Process Step (list of the critical process steps) Dialogue (clear and simple descriptions, appropriate level of detail for the task)
1.

Operations Staff - Receipt, Collection, and Notification of ACP Information and Update Requests
  1. The DCSS will receive information during a customer interaction (in-person, over the phone, or by email) about ACP changes for customers on new or existing child support cases. The following are possible scenarios:
  2. ACP information is received on a new case:
  3. The case interfaces from IV-A with ACP information for one of the parties.
  4. A child support Applicant enters an ACP Address on a new application for services
  5. When a Family Safety Questionnaire is completed.
  6. After a new case is opened, the DCSS receives ACP information from the Other Party, who was not the applicant.
  7. ACP information is received on an existing case:
  8. A Support Recipient or Support Payor informs the DCSS that they have entered or left the ACP Program.
  9. An active ACP participant requests the DCSS update their contact information or their participation end date.
  10. Obtain documentation required before any contact information or participation end date changes are made:
  11. Confirm the customers full name, address, current telephone number, AZCARES case number(s) and ACP ID number that need to be added or updated in their child support case.
  12. Instruct the customer to submit a copy of the ACP ID Card by email to [email protected]. Inform the customer that no address or telephone number updates will be made until a copy of the ID Card or program verification letter is imaged to the case file.
  13. Notify Policy staff within one business day that ACP status has changed for a case Contact and must be updated in AZCARES. A notification to the Policy Unit must be emailed to the [email protected] mailbox.
  14. Incomplete customer information will be returned and further delay the verification process:
  15. Immediately notify the Policy Unit if any Returned Mail activity code has been added to a case for an ACP participant when mail is returned.
2.

Policy Staff - Verify and Review ACP Information
  1. Within one business day after an ACP status change request is received in the [email protected] mailbox it is assigned to a Policy Writer for a review, verification, and update in AZCARES.
  2. ACP Status Verification.
  3. Send an email to [email protected] requesting verification of the customer's ACP participation. Include the following:
  4. Subject line: ACP Verification Request
  5. Body of email: Good morning/afternoon, “Please provide program participation verification for “Name, Apt.#, Telephone number” If this person is a program participant please provide a copy of the current ACP ID Card or program verification letter. Thank you.
  6. Request a copy of the ACP ID Card if one was not provided by the participant.
  7. If there is no response within 2 business days request a status update and copy the Assistant Policy Manager.
  8. Upon receipt of the verification response, add the ACP card or letter to the case file (if not already imaged to the case file) using the Upload Document function in AZCARES and complete the following fields:
  9. Document group: AZ CARES CASE FILE,
  10. Document type: FAMILY SAFETY, and
  11. File Name: ACP ID CARD.
  12. Click Save to complete the upload
3.

Policy Staff - Update the ACP Information in a Child Support Case
  1. Update ACP Participant Indicators under Contacts in AZCARES:
  2. Add, update, or remove ACP information based on the participant's status.
  3. Active Status - add or update new information on the ACP fields using the ID Card or letter (see attached image).
  5. Inactive Status - Change the ACP Participant Indicator to “No” and remove the information listed in the ACP fields.
  6. The following ACP fields are manually changed:
  7. ACP Participation Indicator
  8. ACP Address Line 2 Apartment Number
  9. ACP Address Zip+4
  10. ACP Participation Start Date
  11. ACP Participation End Date
  12. Changes must be saved for the ACP information to be locked.
4.

Policy Staff - Properly Documenting the Child Support Case
  1. Under Activity History, add the appropriate activity codes to each case.
  2. Determine the ACP participant's role on each case and add the appropriate ACP activity code.
  3. Add an A2500 activity code including the appropriate comment based on the active or inactive status of the ACP participant. See the Activity Code Script List for the code numbers, descriptions, and comment text for each code.
  4. Add a note to the automated A0150 task created to inform the assigned case manager that contacting Policy is not necessary if the activity code was added by Policy Staff unless they have questions.
5.

Operations Staff - Redacting a Child Support Case for a new ACP Participant
  1. Complete the assigned task (A0150) within two business days.
  2. Review and verify ACP address information
  3. New ACP Participant Case File Redaction
  4. All case file records created up to 90 days before the ACP enrollment date (Date of Issuance on ACP ID card) must be redacted, including the following information:
  5. The physical address (home/mailing/PO Box) other than the ACP address
  6. The telephone number(s)
  7. A case file record may include but is not limited to:
  8. Court Orders
  9. Notices
  10. Application for Services
  11. Family Violence Questionnaires
  12. Financial statements
  13. Affidavits or Waivers
  14. Correspondence
6.

Policy Staff - Monitoring and Maintaining Child Support Cases with ACP Participants
  1. Monitor
  2. Incoming requests for ACP participant changes will be completed on an as-needed basis by the Policy Unit
  3. The Assistant Policy Manager will generate monthly reports to verify the completed changes to ACP participant data for timeliness and accuracy.
  4. Maintenance
  5. Policy staff will complete an ACP case audit and submit a report with any findings to the Policy Manager on the 15th of the following month every quarter.
  6. An audit will include the following actions
  7. Generating Reports for the following Activity Codes:
  8. A0952 CP IS ACP PARTICIPANT
  9. A0953 NCP IS ACP PARTICIPANT
  10. A0954 CP IS NO LONGER AN ACP PARTICIPANT
  11. A0955 NCP IS NO LONGER AN ACP PARTICIPANT
  12. Data validation of the following information:
  13. The ACP participant name
  14. AZCARES Case #s for all open cases for the ACP party
  15. Case status (open or closed)
  16. ACP Status (active/inactive)
  17. Participation Begin/End dates
  18. ACP ID Card or participant letter in the case file(s) (yes/no)
  19. Record redaction
  20. Revise the ACP Participant log to include child support cases added during the previous quarter.

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