FAQ

Child Support Services, Division FAQ's

Family and Children Services, Division FAQ's

Residential Child Care, Office FAQ's

General Information FAQ's

Q: Who should I speak with to report an issue with my supervisor?

A: You may contact the Employee Relations Office at 404-656-5807.

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Q: What is the turnaround time for employment verification?

A: The turnaround time for employment verification is 24-72 hours. You may fax employment verification requests to (404) 463-0920.

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Q: Who do I contact from problems logging into DHS-LMS?

A: If you are having problems logging into LMS it is probably because your password has expired. For "Password Re-set", contact Anne McGowan at [email protected], or (404) 656-6765. For any other LMS-related issues, contact the DHS Helpdesk at 1-800-764-1017.

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Q: Can I drop off or fax my resume to DHS-OHRMD?

A: No. All resumes should be submitted electronically through www.dhrjobs.org.

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Q: What do I do if I had trouble submitting my resume to the DHS-Jobs website?

A: If you have any problems with the www.dhrjobs.org website, please visit: [email protected].

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Aging Services, Division FAQ's

Q. Who does DAS serve?

A. The Division of Aging Services assists older individuals, at-risk adults and persons with disabilities, their families and caregivers to achieve safe, healthy, independent and self-reliant lives. Services are rendered to:

Those aged 60+
Adult victims of abuse, neglect, exploitation
Medicare beneficiaries
Those with functional impairments
Adults with disabilities
Low-income people aged 55+ who seek employment
Caregivers

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Q. What role does APS play in the lives of seniors?

A: DAS is Georgia’s Adult Protective Services (APS) agency. DAS investigates abuse, neglect and exploitation of Georgians age 65 or older and adults with disabilities over the age of 18 who do not reside in a long-term care facility. In addition to conducting investigations, APS intervenes to reduce the risk of maltreatment. Examples of interventions include finding another residence for the abused person; arranging for medical assistance; educating caregivers as to proper care; finding a senior center to provide day services; and, if necessary involving law enforcement.

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Q: What is the Home and Community-Based Services Program (HCBS)?

A: The Home and Community-Based Services Program (HCBS) provides support to older Georgians so that they may remain independent and self-sufficient. HCBS has many services, but the most common are senior centers, congregate and home delivered meals, Information & Assistance, case management, adult day care and homemaker. HCBS is available to elderly people age 60 and older.

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Q: How do I report elder abuse?

A: Contact the Division of Aging Services at 404-657-5250 or 1-888-774-0152.

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Q: What is the National Family Caregiver Support Program (NFCSP)?

A: The National Family Caregiver Support Program (NFCSP) supports family caregivers as its targeted client group rather than care receivers. This program is available to family caregivers, age 18 and older, of persons with Alzheimer’s and other dementias, as well as persons caring for frail, older adults with chronic health conditions. Examples of caregiver services include: adult day care services, case management assistance, and temporary relief from their care giving responsibilities through respite services.

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Q: What are Employment Services?

A: Employment services help low income people aged 55 or older with part-time training, community service, and mastering new job-related skills. Participants learn while they earn.

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Q: Who does Access to Services cover?

A: Access to Services provide understandable and objective information to older people about their rights and benefits, help older persons to advocate on their own behalf, provide public and community education, and offer volunteer opportunities. The major elder rights services include:

Elder Abuse & Fraud Prevention to educate professionals and the public about abuse and fraud, how to identify it, report it and take steps to prevent it.
Elderly Legal Assistance promotes prevention of costly legal problems through the provision of legal information and education to seniors 60 and over in a variety of areas of civil law. Representation is provided when necessary. Seniors also received brief legal assistance from the division’s partner, the Georgia Senior Legal Hotline.
GeorgiaCares is a private-public partnership that consists of Georgia's State Health Insurance Assistance Program (SHIP), which provides individuals with Medicare information and counseling; and SMP, which helps individuals protect themselves from, prevent, and report prevent Medicare abuse and waste. Local programs provide outreach, information and counseling on such topics as Medicare-approved drug discount programs, long-term care insurance, Medicare Supplemental Insurance (Medigap), Medicare savings programs and low cost prescription assistance programs. They also help Medicare beneficiaries sort through complicated Medicare issues and educate them on Medicare fraud, error and abuse.
Long-Term Care Ombudsman Program seeks resolution of problems and advocates for the rights of residents of long-term care facilities with the goal of enhancing the quality of life and care of residents. The local providers make routine visits to facilities, resolve complaints, provide information and referral, and conduct training.

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Q: What areas of the state does DAS service?

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Q: How do I contact an Area Agency on Aging (AAA)?

A: You can contact an Area Agency on Aging by county or city by calling the numbers listed below or by accessing the following website: http://tinyurl.com/282bntr

Atlanta Regional Commission *	404-463-3333 or toll-free 1-800-676-2433
Central Savannah River Area *	706-210-2018 or toll-free 1-888-922-4464
Coastal Georgia *	Toll-free 1-800-580-6860
Heart of Georgia Altamaha	912-367-3648 or toll-free 1-888-367-9913
Georgia Mountains / Legacy Link	770-538-2650 or toll-free 1-800-845-LINK
Middle Georgia	478-751-6466 or toll-free 1-888-548-1456
Northeast Georgia *	706-583-2547 or toll-free 1-800-474-7540
Northwest Georgia *	706-802-5506 or toll-free 1-800-759-2963
River Valley **	706-256-2900 or toll-free 1-800-615-4379
Southern Georgia **	912-285-6097 or toll-free 1-888-732-4464
Southern Crescent/ Three Rivers *	706-407-0016 or toll-free 1-866-854-5652
Southwest Georgia / SOWEGA **	229-432-1124 or toll-free 1-800-282-6612
ALL AAAs are ADRCs now

Q: How do I reach the Georgia Department of Human Services Division of Aging Services?

A: The Georgia Division of Aging Services can be reached at 404-657-5258 or toll-free 1-866-552-4464 / www.aging.georgia.gov. For Elder Abuse contact Adult Protective Services or (911 for Emergencies)
or
For an AAA Eldercare Locator contact one of the Area Agencies on Aging Nationwide: Toll-Free 1-800-677-1116 / https://eldercare.acl.gov/

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Q: What needs do the AAA serve?

A: The Area Agencies on Aging (AAA) meet the needs of the following persons:

Older persons
Persons with disabilities
Family members and caregivers of people who are older or living with a disability
Professionals in the fields of healthcare, education, social services and advocacy
Businesses of all sizes that care about the ways in which aging, care giving, and/or disabilities may affect their employees’ daily lives
Friends, faith communities, and volunteers who want to make a positive difference in the lives of older adults, caregivers, and/or people with disabilities

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Q: What community resources are available through AAA?

A: The list below displays services and community resources that may be available through one or more of Georgia’s 12 Area Agencies on Aging and their providers. Many services shown are provided by unaffiliated organizations listed in the network’s statewide information & referral database.

Adult Day Care	Financial Services	Legal Services
Advocacy Assistance	Geriatric Assessment	Leisure / Recreational
Animal Services	Grandparenting Services	Medicaid Waiver / Demonstration
Brain Injury / Spinal Cord Injury	Health Centers / Clinics	Programs
Care Management	Health Conditions / Disease	Mental Health
Caregiver Services	Health Supportive Products	Nursing Homes
Community Care	Healthcare Hospitals	Nutrition Services
Consumer Services	Home-Based Services	Organizations / Associations
Developmental Disabilities	Home Care Providers	Personal Care Homes
Educational Programs	Home Health Agencies	Prescription Programs
Elder Abuse / Neglect	Hospice Care	Support Groups
Emergency Management	Housing Options	Supportive Services
Organizations	Housing Services	Transportation Assistance
Emergency Response Systems	Income Security	Veterinarian Services
Employment Services	Information / Referral	Volunteer Services
End-of-Life Planning	Insurance Programs	Wellness Programs
Financial Assistance	Insurance / HMO

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Q: What additional resources are available for seniors?

A: United Way of America
http://www.liveunited.org/ (See location finder at top of page)

Legal Assistance (Refer clients 60+ to Area Agencies on Aging for ELAP services)
Intake Workers’ Resources for Legal Referrals
Search form requires zip code or county. Drop-down lists include problem types and sub-types. Use checklist to indicate consumer’s special needs or eligibility categories. http://tinyurl.com/2dz9a5d

Resources for Uninsured Georgians
See the Georgia Report for “Cover the Uninsured Week” to learn more about COBRA, healthcare tax credits, low-cost primary care, pharmaceutical assistance, and more.
Click the “Get Coverage” tab and download the “Guide to Finding Health Insurance.”
http://covertheuninsured.org/category/state/georgia

Affordable Rental Housing The Georgia Department of Community Affairs’ “Georgia Housing Search” includes fields to search for specific accessibility features. http://www.georgiahousingsearch.org/

Social Security Income
Social Security Inquiry Line (800) 772-1213
Line uses numerous voice prompts. It is preferable to direct consumers to local offices. Social Security Field Office Search
http://tinyurl.com/7focn

Directions: Enter zip code for consumer’s field office.

On local page, click “Local Agencies: Other Agencies” to find resource numbers related to food, housing, and other vital needs.

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Q: How do I find out about Medicaid for seniors?

A: Medicaid can be accessed by:
DHS State Eligibility Office (404-651-9983) **WAITING**
Office can refer individuals who have been denied coverage. Consumers will be directed to the DFCS legal department and/or to local offices for further assistance.

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Q: How do I apply for Medicaid?

A: You may apply by accessing the following link: http://tinyurl.com/57bjn
Medicaid Topics http://tinyurl.com/c3gk6u
Listing of DFCS Offices http://tinyurl.com/75onv

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Q: What resources are available for persons with disabilities?

A: Aging and Disability Resource Connection
The following Area Agencies on Aging currently operate the ADRC as of August 2009: Atlanta Regional Commission, Central Savannah River Area, Northeast Georgia, Northwest Georgia, Southern Crescent / Three Rivers, and Coastal Georgia. (River Valley, Southern Georgia, and Southwest Georgia / SOWEGA are potential participants. Participation status will be confirmed by November 2009.)

To determine if consumer’s county is covered by one of these Area Agencies on Aging, click the locator link: http://tinyurl.com/75onv

Parent to Parent of Georgia
www.parenttoparentofga.org / Central Office: 800-229-2038
Database: Service Provider Search Form: http://97.66.80.178/AdvSearch.htm

Governor’s Council on Developmental Disabilities
http://www.gcdd.org/ / Toll Free inside Georgia: 1-888-ASK-GCDD (1-888-275-4233)
Voice (404) 657-2126 / Fax (404) 657-2132 / TDD (404) 657-2133

Online Disability Resources Directory for Georgia
http://www.disabilityresources.org/GEORGIA.html

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Child Support Services, Division FAQ's

Q: How do I apply for Child Support Services?

A: Custodial or non-custodial parents may apply for services at the local agency in their county of residence or online. A non-refundable processing fee of $25 (money order or certified check) is required at the time of application.

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Q: How is my child support amount decided?

A: The Division of Child Support Services follows guidelines established by state law in establishing child support amounts.

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Q: I’ve submitted my application, how long will it take to establish a child support order?

A: After receiving your completed application packet and fee, Child Support Services has 20 calendar days to establish a case. If additional information is needed from you, you will be contacted.

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Q: I’ve completed an Income Deduction Order (IDO). How long will it take before I receive a payment?

A: The first payment is sent to the Division of Child Support Services 4 to 6 weeks after the non-custodial parent's employer receives the IDO.

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Q: How can I collect money for unpaid medical bills?

A: You must obtain a judgment for unpaid medical bills and provide a certified copy of the judgment to your local Child Support office before collecting any money.

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Q: My payment is being held. Why is child support holding this money?

A: Contact the local DFCS office in your county.A: Occasionally, payments are held in escrow a minimum of 45 days to allow the non-custodial parent time to request a hearing if he/she disagrees with the collection. This due process right is required by federal and state laws. These payments are called involuntary payments.

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Q: How can I find out if a payment has been collected for my children?

A: Payment information is available 24 hours a day, 7 days a week:

Online at the Customer Online Services (http://tinyurl.com/2b6rdro)
Call your local office and accessing the automated information for payment
If payments are not showing from the above sources, a payment has not been received

During our business hours of 8am to 5pm EST, you may call your local office and speak to an agent.

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Q: How do I get a copy of my payment history?

A: Custodial parents may get a copy of their payment history:

Online at the Customer Online Services (http://tinyurl.com/2b6rdro)
Calling your local office
Emailing us using the Information Request Form

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Q: Is direct deposit available for checking and savings accounts?

A: Yes

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Q: How do I sign up for direct deposit?

A: You may sign up for direct deposit online. After you sign up, please allow 10 business days for processing. To sign up offline, you must complete a paper application and provide a copy of a check or deposit slip for your bank account to your local child support office. You may download an application form online at Customer Online Services (http://tinyurl.com/2b6rdro) or request a form to be mailed to you by calling your local office.

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Q: If my payment history shows a payment was made, will the money be in my bank account the same day?

A: No. The Division of Child Support Service's bank transfers funds to your banking institution within 2 business days of the payment date (excluding weekends and holidays). Check with your banking institution to determine how long it takes for them to make the credit to your account.

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Q: My local office refers me to the hotline, but the lines are always busy or the mailbox is full. How am I supposed to get information on my case?

A: The Division of Child Support Services has recently increased the number of representatives working at the hotline. We apologize for any inconvenience. If you have trouble getting through to the hotline, please visit the website for case specific information at Customer Online Services (http://tinyurl.com/2b6rdro) or try the contact center directly at 1-877-423-4746. The following is an example of the type of information the Contact Center provides:

Automated payment information 24 hours a day, 7 days a week (option 1)
Debit Card balance (option 2)
General case information (option 3)
Other information or to reach a contact center representative (available Monday through Friday from 8 AM until 5 PM excluding week-ends and state holidays) (option 4)

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Q: I am dissatisfied with the agent that is working my case. Is there anyone else I can speak with?

A: Yes. You should contact the individuals listed below in the order they are listed:

The agent's supervisor
The supervisor's manager
The Region Manager

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Q: Can the non-custodial parent's tax returns be offset or intercepted?

A: Yes. Federal law gives the Division of Child Support Services the authority to intercept non-custodial parents' tax returns if the case meets established criteria.

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Q: How long does it take to process a license suspension?

A: After a 60-day delinquency, the license suspension process may begin. A Notice of Intent must be sent to the non-custodial parent telling him/her of the intended action. The license cannot be suspended until 30 days after the date of the notice of intent.

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Q: How are arrears collected?

A: The most common method of collecting arrears is to deduct current support plus an additional amount from the non-custodial parent's wages. Other methods used to collect arrears include tax refund intercepts, license suspensions, and contempt actions.

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Q: What type of enforcement actions can be taken against the non-custodial parent for not paying support?

A: The Division of Child Support Services has many administrative enforcement actions available including automatic wage withholding, drivers and professional license suspension, tax refund and lottery intercept, referral to credit bureaus and collection agencies. Contempt actions are usually taken when administrative enforcement actions have failed. The agent assigned to your case makes the decision regarding which enforcement tools to use.

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Q: How can I receive an increase or decrease in child support payments?

A: You must submit a written request for a modification review to the local office that manages your case. An evaluation will be conducted to determine whether the amount of child support will increase, decrease, or remain unchanged.

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Q: How do I get a copy of my court order?

A: You may get a copy of your court order from the local child support office that manages your case by:

Emailing us at (http://ocss.dhr.georgia.gov/customerservice) using the Information Request Form
Calling your local office
Contacting the Superior Court Clerk's office in the county where the order was obtained

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Q: Is there a program that will pay the non-custodial parent's support if he/she fails to pay?

A: No. There are currently no state or federal programs that will provide support owed by an individual.

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Q: My child is still in school. Why has child support stopped?

A: Any Georgia court order issued after 1993 establishing child support amounts should provide for support to continue until the child turns 18. If the child is still in high school past the age of 18, support will continue until the child finishes high school or reaches the age of 20, whichever occurs first.

If your court order was issued prior to 1993 or in a state other than Georgia, support is due as indicated in the court order. Generally, Georgia court orders entered prior to 1993 cannot be modified to extend support past the child's 18th birthday.

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Q: What happens when the non-custodial parent quits his/her job?

A: Employers are required to send written notice to the Division of Child Support Services when a non-custodial parent's employment is terminated. When payments stop coming in or when the employer contacts us. The agent assigned to your case will review your case and determine the next enforcement action to take. If you have up-to-date information about the non-custodial parent such as unemployment compensation, new employer, pending workers compensation claims, etc, please update Child Support Services with this information.

You may provide the information online at https://services.georgia.gov/dhr/cspp/do/Logon or by:

Emailing us using the Information Request Page
Contacting your local office directly

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Q: What is the Access and Visitation Program?

A: The Child Access and Visitation Program addresses visitation needs of non-custodial parents. To qualify for this program, the non-custodial parent must have an active case with us.

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Q: What is the Fatherhood Program?

A: The Fatherhood Program offers vocational training, job counseling and placement assistance, and classes on parenting, job interviewing and financial management to non-custodial parents either unemployed or underemployed.

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Q: Will I be able to receive a TANF grant and my full child support payments?

A: The maximum amount of income allowed to a household minus the TANF grant amount is the GAP amount. If you receive a monthly TANF grant, you will receive the full amount of child support paid each month up to the GAP amount. Any child support paid that goes over the GAP amount will be retained by the state as payment toward the public assistance you are receiving.

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Q: What should I do if my worker says he/she did not get my request for a fair hearing?

A: Request that your Case Manager review the sign in sheet of information from the drop box. The majority of all DCSS offices have a drop box of information submitted to the Case Manager.

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Q: Why isn't a modification review automatically done every 2 to 3 years for an increase since the standard of living increases nearly every year?

A: A modification review does not always result in an increase in the support amount. Many factors are considered in a review, which can result in an increase, a decrease, or a no change decision. At the present time no modification reviews are conducted unless the custodial or non-custodial parent makes a request for the review.

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Q: Do you perform DNA testing?

A: Deoxyribonucleic Acid (DNA) testing is available to alleged fathers who are not obligated by an existing support order for the child(ren) in question.

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Q: I received a notice from the Department of Treasury or the Department of Revenue telling me my tax refund was sent to Child Support. Why isn't the payment showing on my case?

A: Notices from the Department of Treasury and Department of Revenue are mailed to the non-custodial parent when his/her tax return is processed. Intercepted funds are transferred electronically to the Division of Child Support Services one time each month, and usually include several hundred payments. Payments usually reach the office 60-90 days after you receive your notice of the tax offset.

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Q: My child support payments are being deducted from my wages. I am paying an extra amount toward my arrears. Why has my tax refund money been offset?

A: Regulations require that if you owe more than $150.00 in total arrears, your case must be submitted for tax offset.

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Q: My license was suspended by Child Support. How can I get my license back?

A: Contact your local office to work out a manageable agreement to get a reinstatement of a driver's or professional license.

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Q: Where should I mail my regular payments?

A: Employers should mail payments to:	NCPs should mail payments to:
Family Support Registry (FSR)	Family Support Registry (FSR)
PO Box 1800	PO Box 1600
Carrollton, GA 30112	Carrollton, GA 30112

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Q: When is my case considered delinquent?

A: A case is considered delinquent when unpaid support is equal to or greater than the monthly support ordered amount. 30-day delinquency notices are automatically mailed to the non-custodial parent by the Child Support Services computer system.

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Q: Can I sign up for direct deposit if I live outside Georgia?

A: Yes, you may sign up for direct deposit if payments are sent directly to you from Georgia. If payments are sent to a Child Support office in another state and then sent to you, you should contact the Child Support office in your state to sign up for direct deposit there.

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Q: A payment was mailed to Child Support in my state, but I haven't received it yet. What should I do?

A: You should contact the Child Support Services office in your state for details.

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Q: My child's father lives in another state. Why does it take so long for your office to take enforcement action when he doesn't pay?

A: Non-custodial parents who live outside the state of Georgia are subject to the jurisdiction of the courts and laws of the state in which they reside. Accordingly, the Georgia Division of Child Support Services must rely on authorities in the non-custodial parent's state of residence to assist in the enforcement of your order.

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Q: What is a Non IV-D case?

A: A Non IV-D case is a case opened solely for the purposes of the collection and disbursement of child support funds when and if funds are received by the Family Support Registry (FSR). You may submit an application for services if you wish to have DCSS assist you further with your Non IV-D case.

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Q: In the case of a Non IV-D case, what information is needed to register a case for collection and disbursement?

A: To register, you will need a copy of the complete full order including the Income Deduction Order (IDO) and a completed registration sheet (Non IV-D registration form). Please mail it to: IDO Registry, P O Box 1800, Carrollton, GA 30112-1800.

You may submit an application for services if you wish to have DCSS assist you further with your Non-IV-D case.

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Q: How are payments processed if the NCP has more than one child support case?

A: The total payment amount received is pro-rated among all cases. The resolution of payment amount discrepancies, if any, is the responsibility of the non custodial parent.

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Q: Is there a fee for using the Family Support Registry (FSR) to pay child support?

A: Yes. Please refer to the link entitled "Fees" at https://services.georgia.gov/dhr/cspp/do/Logon.

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Q: What services does DCSS offer if I submit an application for services?

A: DCSS applications for services include, but are not limited to:

Location of the Non-Custodial Parent for child support purposes
Enforcement of a child support order, including medical support, by all applicable means
Collection of spousal support when it is included in an Order for Child Support
Income Deduction Orders
Demand or Arrears Notices
Garnish Wages for payment of arrears
Most Wanted Campaign (poster and Internet)
Passport Denial/Revocation
Interception of Georgia Lottery winnings
Credit Bureau checks
Liens on Unemployment Benefits
Liens on motor vehicles and other property
Civil Contempt actions, with possibility of jail sentences when found in contempt
Bank Account Seizures
Drivers and/or Professional License Suspension
Interception of Federal and/or State tax refunds
Fatherhood Program for non-custodial parents
Access and Visitation Services for both parents, includes parent education and supervised visitation

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Q: Why is my child support payment required to go to the Family Support Registry (FSR)?

A: As of July 1, 1999, employers are required by State and Federal Law to send all child support payments deducted based on income deduction orders (IDO's) dated January 1, 1994 or later to FSR for processing and distribution.

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Q: How may I update my mailing and email addresses, employer, telephone number and fax numbers?

A: You may update this information online at our Customer Online Services (http://tinyurl.com/2b6rdro). Custodial parent information will update immediately. Non-custodial parent information will generate a message to the case agent who will review the information prior to updating case information.

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Q: How do I change the name on my case?

A: Requests for name changes should be sent to your local office along with legal verification.

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Family and Children Services, Division FAQ's

Q: What is SNAP?

A: SNAP is the Supplemental Nutrition Assistance Program still referred to as the Food Stamp Program in Georgia.

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Q: How do I apply for Food Stamps, Medicaid, or childcare assistance?

A: Apply on-line for Food Stamps and Childcare at www.compass.ga.gov or contact your local DFCS office. Medicaid applications must be submitted to your local office. On-line availability for Medicaid is anticipated later in 2011.

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Q: How do I check the status of my Food Stamps, Medicaid or TANF case?

A: Check My Benefits module is available for Food Stamps, Medicaid, TANF and Childcare at www.compass.ga.gov. You must have you client ID to create a benefits account to access this module. The DFCS Customer Contact Center is also available for inquiries at 1-877-423-4746.

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Q: What number do I fax verification to?

A: When you are interviewed, if verification is needed, the worker should provide you with their fax number. Verification can also be faxed to 1-888-740-9355, the fax for the constituent services section.

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Q: Can I receive Relative Care/Enhance Care Subsidy along with Temporary Assistance for Needy Families (TANF)?

A: No, you only have the option of one. However, Relative Care/Enhance Care Subsidy tends to be more than TANF.

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Q: When should a letter be received notifying me of a scheduled review for Food Stamps/TANF/Medicaid?

A: Different periods of eligibility from three to six months are assigned to cases based on who is in a household. For example households consisting of mothers and children receive a certification of six months and households where all members are elderly or disabled receive a certification of 12 months. Review letters are normally mailed out by the 25th of the month previous to the month the review is due.

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Q: What should I do when I receive my review letter past the appointment date?

A: Please contact your local DFCS office and inform them of the delay in mail. Once this has been done, request that your review appointment be rescheduled.

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Q: How long does it take for benefits to post to an EBT card after approval?

A: At application, if you have never had a case, it takes 5-7 days to receive an EBT card.
At review, unless your case has been closed, you will receive benefits on your normal issuance cycle.
At review, if your case has been closed and you are being recertified after your normal issuance cycle, it takes 2 days for benefits to post to your EBT card.

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Q: How can I get a new case worker?

A: You may request a new case worker by contacting your local County DFCS Director. The request may or may not be approved.

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Q: Can I still receive benefits if I disagree with denial at re-certification interview?

A: Yes. You may request a fair hearing and request that you continue to receive benefits while the hearing is pending. The request to continue to receive benefits must be made within 12 days of receiving notice of the closure. You may be required to repay the benefits if the hearing decision is not made in your favor.

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Q: How do I find out who my caseworker is?

A: You may contact your local DFCS office or contact the OFI Customer Contact Center at 1-877-423-4746.

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Q: What is the phone number for my caseworker?

A: You may contact your local DFCS office or contact the OFI Customer Contact Center at 1-877-423-4746.

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Q: I have called the worker and supervisor and have not received a return call, what should I do now?

A: Contact their supervisor, which is typically your local DFCS Administrator.

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Q: Can you expedite my application for Supplemental Nutrition Assistance Program (SNAP [i.e. Food Stamps]) and Medicaid?

A: Benefits for Food Stamps can be expedited if you meet any of the following criteria in the month of the application:

has less than $150 in monthly gross countable income and liquid resources of $100 or less
OR
Is a destitute migrant or seasonal farm worker whose liquid resources do not exceed $100. Only migrant or seasonal farm worker may be considered destitute. Special rules apply to the treatment of income, resources and deductions for destitute migrant or non-migrant seasonal farm workers for an entitled to expedited application processing.

If not expedited, it takes a Food Stamp application up to 30 days to be completed, while Family Medicaid takes up to 45 days to be completed. Applications for Aged, Blind or Disabled Medicaid takes up to 60 days to be completed.

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Q: I received notification that my household's application for Medicaid was approved, but learned later that an adult household member was not included. Why did I receive notification of approval?

A: There are different categories of Medicaid for adults and children as well as income qualifications. In many cases, the adult may not be eligible based on the income limit and the children are.

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Q: Can I apply for Supplemental Nutrition Assistance Program (SNAP [i.e. Food Stamps]) and Medicaid on-line?

A: Currently, Food Stamps can be applied for on-line at www.compass.ga.gov. Medicaid should be available later in 2011.

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Q: How do I report child abuse?

A: Contact the local DFCS office in your county or the local police department.

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Q: What is a Relative Care Subsidy?

A: Relative Care Subsidy (RCS) is a when a child’s income/benefits are diverted to the relative caregiver once the child is transferred from the legal custody of DFCS, by the courts, to the permanent legal custody of an approved relative caregiver.

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Q: What is a case plan?

A: This is a written agreement that defines those actions that will allow a family to achieve a level of functioning, ensures protection and safety of children and eliminates, or significantly decreases, the risk of maltreatment. It includes developing measurable and specific outcomes directly related to the maltreatment and to risk reduction. Outcomes/goals are broken down into specific steps with time frames for accomplishment and review.

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Q: What are Homestead services?

A: This is the department’s most intensive family preservation service. It is a contracted service. It is a family focused, crisis-oriented, short-term (180 days), intensive in-home counseling program for families with children at risk of foster care placement. Homestead services may also be provided to families who are ready for reunification.

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Q: What is a Mandated Reporter?

A: This is a person required to report known or suspected child abuse, neglect or exploitation under penalty of law for failure to report. Mandated reporters include physicians, osteopathic physicians, interns, residents and other hospital personnel, dentists, psychologists, podiatrists, nursing personnel, social work personnel (including all DFCS professional staff), school teachers and administrators, school guidance counselors, child care personnel, day care personnel, law enforcement personnel, child counseling and child service organization personnel. (O.C.G.A. 19-7-5)

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Q: What does substantiated mean?

A: An investigation disposition by a CPS investigator concludes, based on a preponderance of evidence collected, that the allegation of maltreatment as defined by state law and CPS procedure requirements is true.

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Q: How long is a Child Protective Services (CPS) Investigation?

A: An investigation lasts 30 days.

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Q: What is a safety resource placement?

A: A safety resource placement is a temporary out of the home placement for a child until CPS completes an investigation or until further notice.

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Q: What is a 72 hour hearing?

A: This is the first hearing held after a child is placed in the custody of DFCS, this hearing is usually held within 3 business days.

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Q: What is the chain of command in a county office?

A: In the case of a complaint, first contact the case manager, then the supervisor, followed by the administrator, and lastly the county director.

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Q: What is a SAAG?

A: A Special Assistant to the Attorney General (SAAG), is the attorney who represents DFCS office.

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Q: What is Deprivation?

A: Deprivation is classified as when a child is without proper parental care or control, subsistence, education as required by law, or other care or control necessary for his physical, mental, or emotional health or morals; has been placed for care or adoption in violation of the law; has been abandoned by his parents or other legal custodian; or is without a parent, guardian, or custodian.

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Q: What does ICPC mean?

A: Interstate Compact on the Placement of Children (ICPC) states that the juvenile court system only has authority to place a child in institutional or foster care within the confines of our state. A juvenile court should not order a child to be placed outside of the State of Georgia without the cooperation and approval of the state where the child will reside.

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Q: What is Termination of Parental Rights (TPR)?

A: An order terminating parental rights ends all rights and obligations of the parent with respect to the child and/or the child to the parent, including the right of inheritance. The parent will have no right to object or not-object to the future adoption of that child into another home. The termination of one parent's rights with respect to the child has no effect on the rights of another legal parent to the care and control of that child.

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Q: What is a GAL?

A: The Guardian Ad Litem (GAL) is a trained professional appointed by the court to cases of minor children in disputed custody cases or DFCS cases.

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Q: What is a CASA?

A: A Court Appointed Special Advocate (CASA) is a trained community volunteer appointed by a judge to speak up for the best interests of an abused, neglected or abandoned child involved in a juvenile court deprivation proceeding. Bringing urgency to a child's needs, both in and out of a courtroom, CASA volunteers advocate for safety, permanence and well-being for children through independent recommendations.

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Q: How do I obtain a court appointed attorney?

A: You must go through your local court office. DFCS has no authority in this matter. Contact the court or the Georgia BAR association for issues concerning your court appointed attorney.

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Q: What if I have a complaint on the Judge in my case?

A: Contact the Judicial Qualification Commission at:

	State of Georgia
	8206 Hazelbrand Road Suite C
	Covington, GA 30014
	Work (770) 784-3189
	Fax (770) 784-2454

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Q: What is a Safety Plan?

A: A safety plan is a response to each factor, identified on a safety assessment, which affects a child's immediate safety. It identifies the controls that are being put in place to ensure a child's immediate protection and safety. It also expands on the available resources, by identifying persons or agencies that will take responsibility for a child’s safety. Lastly, it provides a detailed description of the specific steps that everyone participating in the plan has agreed to for keeping a child safe. A safety plan is completed for every substantiated report and for any unsubstantiated case that is required to remain open (e.g. court-ordered supervision).

A plan can be completed at any time during an investigation once a safety assessment suggests a child might not be safe. There must be a plan in place by the time the investigation is completed.

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Q: How do I report welfare fraud?

A: Contact the fraud hotline at 1-800-282-4063.

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Residential Child Care, Office FAQ's

Q: What do your acronyms mean?

CPA - Child Placing Agency: any agency that places children in foster homes for temporary care or adoption.
CCI - Child Caring Institutions: any institution, society, agency, or facility, whether incorporated or not, which either primarily or incidentally provides full-time care for children through 18 years of age outside of their own homes.
OCCP - Outdoor Child Caring Programs: a residential facility offering a variety of outdoor activities taking place in a wilderness or camp environment which is designed to improve the emotional and behavioral state of the residents participating in the activities.
CTCC - Children’s Transitional Care Centers: centers that provide a temporary, home-like environment for medically fragile children to facilitate transitions from a hospital or other facility to a home or other appropriate setting.
MH - Maternity Homes: a place that admits, treats or cares for, within a period of six months, more than one pregnant woman, either before, during or within two weeks after childbirth.

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Q: What is the minimum number of residents allowed in a CCI?

A: The minimum number is 6 residents and maximum number is 16 residents. Additionally, you must have a food service permit for 13 residents or more.

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Q: What is the required square footage per resident?

A: The required square footage is 75 sq. ft. for single occupancy and at least 63 sq. ft. per resident for double or more occupancy.

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Q: Is the facility inspection needed to apply for a CCI?

A: Yes. The facility must be inspected before a license can be issued.

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Q: How do I become licensed for a group home, maternity home or foster care home?

A: For instructions, visit our website at www.ors.dhr.georgia.gov where you can find all the forms needed for your specific child care needs. Once at the website go to (1) Provider Tools, (2) Forms & Applications, (3) Residential Child Care and (4) Care Caring Institutions.

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Q: What training is required?

A: The training is required in licensure orientation, as well as the use of emergency safety interventions for Residential Child Care Providers. Visit our website at www.ors.dhr.georgia.gov click on (1) Provider Tools and Training, and (2) Residential Child Care Section for list of training schedules.

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Q: How do I get a status on my application?

A: For application status, contact our Applications Specialist, Rhonda James, at 404-657-5589.

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Q: How do I file a complaint against (facility / personnel/)?

A: You can file a complaint against a licensed agency by calling the main phone number at (404)-657-9651 or you may file a report on our website www.ors.dhr.georgia.gov.

For licensed ORCC facilities that need to file a self reported incident, an information intake form is also available on our website. Please email completed forms to [email protected].

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Q: How many facilities does RCC license and regulate?

A: The Office of Residential Child Care licenses and regulates 398 facilities. Here is a breakdown:

86 Child Placing Agencies
297 Child Caring Institutions
10 Outdoor Child Caring Programs
4 Maternity Homes
1 Children’s Transitional Care Center

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Q: Does RCC inspect these facilities?

A: Yes. The Office reviews licenses on an annual basis. Additionally, the Office investigates complaint and incident reports when there are allegations related to violations of the rules and regulations. The Office also randomly monitors foster home visits within licensed Child Placing Agencies.

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Q: Are inspection reports available online?

A: Yes. The public can find inspection reports online. For surveys that have been conducted during the past two years you may also view the reports online as long as the survey has been completed and closed. To view an inspection report, please visit www.ors.dhr.state.ga.us.

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Q: What happens if a facility is considered non-compliant?

A: If a facility is considered non-compliant, the provider is required to provide a plan of correction for all citations. Due to the magnitude of the violation, enforcement/adverse actions can be taken against an agency. The most common forms of enforcement/adverse actions are civil penalties or monetary fines. Other forms may include restrictions or revocation of a license.

If additional information needed, please contact LaMarva Ivory at 404-657-8981 or via email at [email protected].

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