STANDARDIZED WORK - Locate Process

 

Date/Version: 06/27/2025 v.2

Process Owner: Locate Team

Review Cadence: Annually
Purpose- Provide direction on how to process cases that require locate. Provide direction for processing locate requests from the Attorney General’s Office for purposes of process of service. Locate sources have been identified in order of success in obtaining locate information.
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.

Locate actions performed by all Division of Child Support Services (DCSS) Staff
  1. Select Case. Click on the Support Recipient or the Support Payor hyperlink (depending on which party the locate is being conducted for.)
  2.  
  3. Review the Manual Locate Activity Details before performing a locate to avoid duplicating actions that may already have been completed.
  4. On the left navigation panel, select Locate Need.
  5. Click on the eyeball. If there are multiple locate types, ensure to review each type individually.
  6. On the left navigation, select Manual Locate Activity.
  7. Click on the eyeball to view locate sources, if any.
  8. NOTE: Details may be blank if case is new or locate has never been conducted
  9.  
  10. Review the case to determine if any locate responses have been received but not reviewed.
  11. Update Activity History with the code DI020 IMAGE DOCUMENT REVIEWED to identity verification received. Enter the code DI013 IMAGE RECORD RECD. - LOCATE/ASSET - CW (task) to manually purge.
  12. Update the member information (address and employer information) as appropriate.
  13.  
  14. Review the case to determine if the case is pending a 934-NCP LOCATE UNK-2 YR SUFF INFO or 935-NCP LOCATE UNK - 6 MO/1 YR INSUFF INFO closure.
  15. NOTE: For pending closure cases, the Support Payor’s information can only be updated with verified locate information. The closure process will stop once the case is updated.
  16.  
  17. Review locate sources one (1) through ten (10) utilizing the Locate Desk Aid. Review the PORT section V. Appendix A (A) Single Source list, to determine whether or not a second verification is required.
  18. NOTE: Stop locate efforts once the party is located when a single source or multiple sources verify an address.
  19. Review case documents:
  20. DCSS - AZCARES Document Library.
  21. FAA - OnBase.
  22. County records.
  23. Contact both parties on the case (phone call).
  24. If an employer is known, contact the employer by phone to verify employment and/or to obtain location information.
  25. Review the FAA (AZTECS) case information (if applicable) by going to HAZT at the crossroads.
  26. Review WTPY to verify Social Security number (SSN).
  27. Review State New Hire Transactions and National New Hire Transactions Tabs.
  28. Enter the SSN without dashes.
  29. Use Accurint or CLEAR for public information.
  30. A Credit report is only pulled when necessary.
  31. Review The Work Number (TWN).
  32. Motor Vehicle Department (MVD/MVR) - scan any supporting locate documentation onto OnBase under the Locate/Assets folder.
  33. NOTE: MVD docket date must be within 6 months or less, and if older, MVR record must be updated within 6 months or less to use as a single source.
  34.  
  35. AZCARES:
  36. Go to the Support Payor’s hyperlink.
  37. Under related list review, benefit information for any information related to the SSN.
  38. Unverified addresses should be removed from the Support Payor if the source is not considered a single source.
  39. Send a postal verification to the unverified address if no other addresses are being verified. If the postal returns with an address being valid, update member's address accordingly. See Step G. 12 below to generate a postal.
  40. Review Hospital Paternity Program (HPP):
  41. Use the waffle in AZCARES to search for the HPP.
  42. Using Global Search type the child's name (Click on the “Show more results”)
  43. To review the Acknowledgement documents. Go to OnBase and search by the HPP Child's ID number (Converted case will have an “E” ID number, new entries will have an “F” ID number, parents have a “Z” ID number).
  44. Child Support Portal (CSP):
  45. Review the Query Interstate Kids (QUICK).
  46. Review the Federal Parent Locator Service (FPLS).
  47. To request a SSN verification, email the Arizona Parent Locator Service (APLS) at [email protected].
  48. Information about Social Security Benefits
  49. NOTE: Additional access is required for this inquiry.
  50. Military Information:
  51. Under the DOD Entitlement tab enter the participant’s SSN.
  52. NOTE: Additional access is required for this inquiry.
  53. Incarceration Sources:
  54. Arizona Department of Corrections (DOC)
  55. The DCSS has one point of contact for probation verifications: Send an email to [email protected] to verify probation. Include the Support Recipient or Support Payor’s name, date of birth, and court case number.
  56. City/County jails- Review the Internal/External websites section in AZCARES for available links.
  57. Federal Bureau of Prisons (FBOP)- Review the Internal/External Websites section in AZCARES for link.
  58. Immigration and Customs Enforcement (ICE)
  59. State of Arizona sources (Available links can be found in AZCARES under Internal/External websites section):
  60. Courts
  61. County Recorder (county where party resides).
  62. County Assessor (county where party may own a home/property).
  63. State Corporate Commission.
  64. Professional Board of Occupation (search for the occupation of the Support Payor).
  65.  
  66. Upon completion of manual locate attempts, manual locate activity details must be updated with all sources reviewed. Close out any outstanding manual locate attempts, whether initiated by you or not. Up to 10 sources can be added with locate results/notes updated.
  67. Go to the Case.
  68. Click on the Support Payor or Support Recipient’s hyperlink (depending on who the locate is for)
  69. On the left navigation panel, click on Locate Need.
  70. Review the case for prior manual open entries.
  71. To add new locate attempts, click on the New button.
  72. Update the status to pending. Update to fulfilled if the member is located.
  73. Update the locate type to Manual.
  74. Click the Save button.
  75. Click on the eyeball.
  76. On the left navigation panel, under Related List, select Manual Locate Activity.
  77. Click the New button.
  78. Update the locate activity details.
  79. Add up to 10 locate sources
  80. In the Locate Information box, document findings or N/A, and provide “as of” date.
  81. Click the Save button. If applicable, update the address information and/or generate
  82. postal verification.
  83. Return to the Case.
  84. Select the Support Payor or Support Recipient’s hyperlink.
  85. On the left navigation panel, go to Related List and select Member Address.
  86. Click the New button.
  87. Select the address type as residential or mailing.
  88. Update address status.
  89. Select valid if single source locate is used.
  90. Enter the Verification Date.
  91. Select verification pending if a 2nd source is needed (postal).
  92. Update Verification Source.
  93. Update the information source.
  94. Click the “Postal Verification Request” box if a postal verification is required.
  95.  
  96. Generate a Postal Verification to USPS:
  97. Click the Add/Update Address button.
  98. Enter Address Line 1.
  99. Enter Suite/Apt Number Line 2 (if applicable).
  100. Enter City.
  101. Enter County (optional).
  102. Enter State.
  103. Click the Validate button.
  104. Select the radio button for Standard Address.
  105. Click the Save button.
  106.  
  107. On the left navigation panel, go to Related List and click on related cases to see the number of cases the member has.
  108. NOTE: If the Support Payor has more than one case, the postal verification will be generated on the newest case.
  109.  
  110. View the postal verification:
  111. Go to the document library.
  112. Enter the Case ID.
  113. Click the Search button.
  114. Select Preview on Demand (right corner drop-down of the selected document).
  115.  
  116. Prior to generating an Employer Verification, attempt to verify employment or to obtain locate information by calling the employer. To generate an Employer Verification:
  117. Under the left navigation panel, go to Related List, click on Employment.
  118. Click the New button or the pencil to resend an employer verification.
  119. Enter Employer Name.
  120. Select status as Active or Verification Pending.
  121. Enter Employer Address (use the drop-down).
  122. Enter Employer Source - This is where the employer information was obtained from.
  123. Enter Employer Source Date - This will be the “as of” date from the locate source.
  124. Enter Other Details as applicable.
  125. Click on the Send Employer Verification box.
  126. Select Employer Letter Verification Paternity & Establishment cases.
  127. Select Employer Letter Verification - Enforcement case.
  128. Enter the Employer Verification sent date.
  129. Click the Save button.
  130.  
  131. If the Support Recipient/Support Payor has been located with a verified address, update the following screens:
  132. Member Address:
  133. Single source or multiple sources are required for updating the Support Payor address
  134. ACC and CLR should not be used as stand-alone sources.
  135. Employer Screens:
  136. Old employers must be closed.
  137. If the employer has been added multiple times due to a system interface and has been previously verified, close out the employer.
  138. If payments have been received within the last six months, contact the employer to verify employment status before closing out the employer.
  139. Enforcement caseworkers MUST review/clean up Employer and Income Withholding (IWO) Order screens.
  140. If the Support Payor/Support Recipient has been located and no other information is pending, update the Activity History with one of the following activity codes:
  141. L1036 - LOCATE COMPLETE - NCP LOCATED
  142. Worklist L0025 NCP LOCATED - RVW FOR ACTION will be immediately created
  143. L1043- LOCATE COMPLETE - CP LOCATED
  144. If the Support Payor/Support Recipient has not been located and no other information is pending, enter one of the following activity codes:
  145. L1037 - LOCATE COMPLETED - NCP NOT LOCATED
  146. L1044 - LOCATE COMPLETED - CP NOT LOCATED
  147. If locate information found for the Support Payor/Support Recipient is not from a single source and requires additional verification, enter one of the following activity codes:
  148. L1045 NCP LOCATE RESULTS PENDING
  149. L1046 CP LOCATE RESULTS PENDING
  150.  
  151. When manual locate information is returned, update the case with the locate response.
  152. Update Member Address with the information received.
  153. To purge enter the DI013 IMAGE RECORD RECD. - LOCATE/ASSET - CW, related to this locate verification.
  154. Go to the Activity History and enter the DI020 IMAGE DOCUMENT REVIEWED (i.e: response received to postal verification, employer verification, etc.).
  155. Update the Activity History with the appropriate locate activity code to indicate if the Support Payor/Support Recipient was located or not.
  156. L1036 LOCATE COMPLETED - NCP LOCATED
  157. L1037 LOCATE COMPLETED - NCP NOT LOCATED
  158. L1043 LOCATE COMPLETED - CP LOCATED
  159. L1044 LOCATE COMPLETED - CP NOT LOCATED

 
2.

Additional Locate Resources
  1. If a verified address cannot be located using locate sources (1) through ten (10) from the Locate Desk Aid, the following additional locate resources are available:
  2. iDoc Store.
  3. Residential Verification via Administrative Subpoena.
  4. Utility Company via Administrative Subpoena.
3.

Locate Requests for Case with the Attorney General’s Office (AGO)
  1. If a case is logged out to the AGO and additional locate is needed for the process of service, the AGO will request additional locate.
  2. The AGO determines that additional locate is needed for service.
  3. The DCSS processes the AGO’s request for re-locate.
  4. Task L1033 is created. Affidavit of attempted services is not required to begin the AG Relocate as long as the task exists.
  5. The DCSS will complete the locate within twenty-one (21) business days.
  6. Update member screens with locate information.
  7. Update the Manual Locate Activity screens with locate sources.
  8. Update the member’s employer screens.
  9. If the Support Payor is located, add the activity code L1034-AG RELOCATE COMPLETE - LOCATED. Add clear details in the comment box.
  10. If the Support Payor is not located and no other information is pending, add the activity code L1035 - AG RELOCATE COMPLETE - NOT LOCATED. Add clear details in the comment box.
  11. Email the AG requestor with the locate results and appropriately document the Activity History on the case.
  12. Upload all pertinent hard copy documents used to assist in the locate process to the case.
  13. Review all tasks and work any DI013 IMAGE RECORD RECD - LOCATE/ASSET - CW and purge the task when complete.
4.

Appendix
  1. Task Items, Case Activity List Codes.
  2. Alerts.
  3. FREE worklist - a reminder created by the caseworker. Includes information about the action to be taken and a due date.
  4. L0021 - NCP NEEDS LOCATE
  5. L0025 - NCP LOCATED - RVW FOR ACTION.
  6. Activity Codes.
  7. L0037 - L0025 REVIEWED - NO ACTION TAKEN
  8. L0038 - L0025 REVIEWED - ACTION TAKEN
  9. L1000 - NCP PHOTO REQUESTED FROM MVD
  10. L1001 - NCP PHOTO RECEIVED FROM MVD
  11. L1002 - CP PHOTO REQUESTED FROM MVD
  12. L1003 - CP PHOTO RECEIVED FROM MVD
  13. L1004 - NON-AUTOMATED LOCATE REQUEST SENT
  14. L1005 - NON-AUTOMATED LOCATE RESPONSE RECEIVED
  15. L1006 - LOCATE REQUEST SENT TO LOCATOR - SEE CAAL L1006
  16. L1036 - LOCATE COMPLETE - NCP LOCATED
  17. L1037 - LOCATE COMPLETED - NCP NOT LOCATED
  18. L1038 - LOCATE COMPLETED - OTHER
  19. L1043 - LOCATE COMPLETE - CP LOCATED
  20. L1044 - LOCATE COMPLETED - CP NOT LOCATED
  21. L1045 - NCP LOCATE RESULTS PENDING
  22. L1046 - CP LOCATE RESULTS PENDING

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