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Office of Recovery Services

Common Questions about
ACCESS

  1. How can I reach ACCESS?
  2. What will happen when I call ACCESS?
  3. Why do I need a PIN?
  4. How can I get a PIN?
  5. Can I set my own PIN?
  6. What are the ACCESS options for parents who RECEIVE support?
  7. What are the ACCESS options for parents who PAY support?
  8. How can I update my information with ORS?
  9. Can I make payments using ACCESS?
  10. What is the Common Questions menu?
  11. How can I speak to a worker?
  12. Do I have to “speak” to the system?
  13. What languages are available other than English?

How can I reach ACCESS?

Call (801)536-8500 to reach ACCESS.

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What will happen when I call ACCESS?

ACCESS will give you a series of choices (called menus) to help you find what you need.  Within just three choices, you can ACCESS a variety of self-service options for your case.

First choice:  English or Spanish

Second Choice (Main Menu): Most information about ORS is available to all callers by selecting the “General Information” menu. This menu contains ORS locations, ORS mailing addresses, and ORS office hours. This menu also contains full ACCESS to a menu of Common Questions and Answers.  (See below.)

If you want information about your personal case, select the “Look Up My Case” menu.

When you select “Look Up My Case,” you will need to provide your case number.  (You can also provide your SSN, and ACCESS will help you find your case.) 

The first time you call, once the right case has been identified, ACCESS will help you obtain an 8-digit Personal Identification Number (PIN).  Your new PIN will be mailed to you.  The next time you call, use your case number and PIN to take full advantage of ACCESS!

Third Choice:  Child Support Menu- This menu of options is customized for parents who pay support and parents who receive support.  The options that will be presented to you will depend on whether you pay support or receive support.


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Why do I need a PIN?

Because ACCESS allows clients many options to update personal information, obtain information about their accounts, make payments, etc. ACCESS uses a PIN to confirm the identity of the caller and to determine if the caller is the person who pays or receives support so that the correct menu options are presented.

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How can I get a PIN?

The first time you call, once the right case has been identified, ACCESS will help you obtain an 8-digit Personal Identification Number (PIN).  ACCESS randomly assigns a PIN based on your request and your new PIN will be mailed to you. 

You will be unable to reach some ACCESS menu options until you receive your PIN; however, a customer service agent can assist with your questions while you wait for the PIN.

Please do not repeat the registration process while you wait for your PIN to arrive in the mail.  If you do, the PIN will be reset and you will have to wait additional time while the newest PIN is mailed to you.  You would receive multiple PINs in the mail and not know which was active in ACCESS.


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Can I set my own PIN?

Once you receive the PIN in the mail that was assigned by ACCESS, you may call ACCESS and change the PIN to an 8-digit number that you select.  Your new PIN will be active immediately, and you will receive a letter to confirm the PIN change. 

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What are the ACCESS options for parents who RECEIVE support?

Parents who RECEIVE support will have the following options on the Child Support Menu:

Provide New Information:  Update your name, address, employment information, insurance information, or leave a message with other information that will help ORS work your case.  You can record the information for a worker to handle without waiting to speak to a worker!

Get a Payment History: Hear a list of the most recent payments sent to you on your case.  If you need it in writing, request a written history of the payments on your case.  The written history will be sent automatically without waiting for a worker!

Get a New PIN: Change your ACCESS PIN to any 8 digits memorable to you.  A confirmation letter will be mailed to you.

Set Up Electronic Payments: Request the Electronic Payment Request form to set up or change your direct deposit account or EPPICard Mastercard so that you can receive your support payments electronically through ORS.  If ORS has your current address, the form will be mailed automatically, without waiting for a worker!

Payment Notifications: Receive automatic phone messages from ORS whenever a payment is posted to your direct deposit or EPPICard account.  No more calling to check on payments—the system will call you!

Browse Common Questions: ACCESS the Common Questions Menu, with all of the questions and answers and self-service options.  Here are some examples of how the Common Questions menu might work for you: 

Do you want to know how to open a case?  Select opening a new case and hear a description of the process.  Once you hear a description of the process, you can request an application packet be sent to you—all without waiting to speak to a worker. 

Do you need to know how to modify your support order?  Select “Review and Adjustment,” hear a description of how the process works, and then request the necessary forms—all without waiting to speak to a worker. 

Do you need to know what insurance coverage ORS has on file for your children?  Select “Medical” and request that the insurance information be mailed to you—all without waiting to speak to a worker.

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What are the ACCESS options for parents who PAY support?

Parents who PAY support will have the following options on the Child Support Menu:

Get a Current Balance Letter:  Request a letter that gives the up-to-date balance information for your case.

Make a Payment:  Make a payment on your case or cases.  ACCESS accepts payments by credit card (VISA, MasterCard, Discover, American Express), electronic check, or debit card.

Get a Payment History: Hear a list of the most recent payments sent to you on your case.  Request a written history of the payments on your case.

Provide New Information:  Update your name, address, employment information, insurance information, or leave a message with other information that will help ORS work your case.

Get a New PIN: Change your ACCESS PIN to any 8 digits memorable to you.  A confirmation letter will be mailed to you. 

Browse Common Questions: ACCESS the Common Questions Menu, with all of the questions and answers and self-service options.  Here are some examples of how the Common Questions menu might work for you: 

Do you want to know how to receive credit for extended parent-time with your children?  Select “Enforcement” and “How does parent-time affect my child support.”  Once you hear the explanation, you can request the form needed to request your credit—all without speaking to a worker. 

Do you need to know how to modify your support order?  Select “Review and Adjustment,” hear a description of how the process works, and then request the necessary forms—all without speaking to a worker.

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How can I update my information with ORS?

Once you have provided ACCESS with your PIN and ORS Case Number, the child support menu will contain an option to “Provide New Information.”  If you select this option, you can update your name, address, employment information, insurance information, or leave a message with other information that will help ORS work your case.  The information you provide will be sent to a caseworker to update the computer system.  The caseworker will contact you if any additional information is needed. 

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Can I make payments using ACCESS?

Yes.  ACCESS allows parents who pay support to make payments using the phone system once the parent has a PIN.  ACCESS accepts the following payment methods:  MasterCard®, Visa®, American Express, Discover, or electronic checks. 

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What is the Common Questions menu?

This menu offers a large amount of self-service options in a question and answer format.  Select from menus of the questions most commonly asked by ORS callers and get the answers you need without waiting to speak to a worker.  You can even request ACCESS to mail you the specific forms described in the answers.

Common Question Topics include:

Opening a Case
Establishing a Support Order
Paternity
Payments
Reviewing and Adjusting a Support Order (modifications)
Enforcing Child Support
Medical Support
Tax Intercepts

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How can I speak to a worker?

If you are unable to find the information you need within the ACCESS menus, you will be given the opportunity to speak to a customer service representative.  However, the wait for an available worker may be longer due to call volume and limited available staffing.

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Do I have to “speak” to the system?

ACCESS is a voice-recognition system: however, if you prefer not to “speak” your answers, the system will accept numbers entered on your touch-tone phone or will tell you a numeric equivalent for each possible option.

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What languages are available other than English?

All information within ACCESS is provided in both English and Spanish. However, live bilingual customer service agents are not currently available.  ORS will make reasonable accommodations for an interpretation service when necessary.

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