The Child Support Enforcement Agency is committed to providing quality customer service. The Call Center increases the agency’s level of customer service to the public through a first contact resolution approach. Because most CSEA business can be transacted over the telephone, the Call Center enables customers to reach an investigator/agent with minimum waiting time (approximately 90% of calls are answered within 3 minutes).   Agents receiving the calls complete most tasks generated by the calls, although some issues are referred to the assigned case investigator to complete.

 

The Call Center menu offers the caller a series of options which enable customers to reach the investigator who can best assist them. The options are:

 

Option 1        Addresses the replacement of lost/stolen checks

Option 2        Directly transfers payment inquiries to Child Support Payment Central in Columbus, which can provide current payment information.

Option 3        Connects customers with orders to Enforcement. The enforcement call center is staffed with case managers skilled in the enforcement of support orders.

Option 4        Connects customers requesting services or information to establish paternity or a support order to an Establishment case manager who is skilled in establishing paternity and support orders

Option 5        Connects customers requesting order Modification Reviews or requesting the status of pending modification reviews to a modification case manager

Option 6        Connects attorneys, employers, Court employees, Prosecutor’s office employees, other agencies' representatives, and all other customer inquiries transferred by the specialized investigators above to a Customer Service Representative

 

Please try to remember the date, time and name of the Call Center agent you spoke to when calling to lodge a complaint about service.