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1800-DeadbeatWhen all else fails and the child support enforcement agency is not doing their job to their fullest potential, you can always complain. Complaining in an inefficient manner, or to the wrong people, will not get you anywhere. Complaining effectively, will. This chapter is about learning how to effectively complain, and how to complain to people who can help you.
Before considering a complaint to anyone be sure that you have accurate records to support your positions; be attentive in your record keeping. Here is a list to help you keep impeccable records.
1. Keep a log of every conversation that you have with caseworker or anyone else that you may speak to at the agency. The log should state what was said during the conversation, what action the caseworker promised and when he/she told you to follow up (after you asked). It should also have the date and time that the conversation took place.
A case log will show you many things. It gives an account of what transpired between client and caseworker. In this way you won't have to rely on your memory to put details together; you will also be better informed. By having the accurate dates of when you spoke with your caseworker the last time, you won't let too much time go by without a necessary phone call. The time of day that you normally reach your caseworker gives you an indication of when he/she is likely to be reachable.
2. Keep copies of anything and everything that you must forward to your caseworker, whether it is information on the obligor or a complaint letter that you sent to the caseworker or supervisor.
3. When sending a complaint letter to your caseworker or the caseworker's supervisor, send it by fax if you have one available to you. A faxed document will get to your caseworker immediately, rather than waiting for "snail mail" through the post office. If you don't have a fax machine accessible to you, use the regular mail service.
4. If you must send a complaint letter to someone higher than your caseworker supervisor, send it by fax, but also send it return receipt certified mail from the post office. You will get a notice in the mail of when your letter was received at the child support agency and they will know that you mean business.
5. Every letter that you send to your caseworker should be carbon copied to the caseworker's supervisor. At the bottom of the letter that you are sending, underneath your signature, type "cc: (supervisor's name)", and then send a duplicate of the letter to the supervisor. This accomplishes two things, first it lets the caseworker know that you are keeping his/her supervisor informed, and second it advises the supervisor of all on-goings with the case. In the event that you will have to complain, the supervisor should not be surprised and should be well equipped to handle it.
6. When you do get action on your case that was promised, be sure to write a quick thank you note to whomever it was that brought about the action.
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