Judicial Services Report 2016, 225th Anniversary Edition

Customer Service Representatives

E-Services

The Lancaster County DRS maintains a Customer Ser- vice Call Center staffed by information specialists who will answer questions and provide information by tele- phone, U.S Mail, and email. By following the appropriate prompts when calling the DRS at the Customer Service number, 717-299-8141, callers have the option to leave a message on the Interactive Voice Response system 24 hours a day, 7 days a week. The assigned Customer Service Representative (CSR) reviews these messages and takes action by re- turning the call or forwarding the message to the appro- priate team or staff member. As a registered member on the PA Child Support website , individuals may contact the DRS through email messages. These emails are reviewed by a representative who will reply to the inquiry or forward to the appropriate staff. The Customer Service Representatives provide prompt, quality service to clients and all persons contact- ing the DRS.

As part of the federal child support program, DRS Ini- tiation Unit workers provide assistance to a person who wishes to file a support action against a parent. This free service is provided on a first come, first serve basis in the Lancaster County DRS Office and no appointment is need- ed. Appointments are scheduled for clients who need to file the support action to another state. In conjunction with the Bureau of Child Support Enforcement (BCSE), Lancaster County DRS initiated an electronic process in September of 2014 allowing litigants and attorneys to submit court documents to the DRS via the PA CSWS. Documents currently being accepted are:

x New Application for Support x Petition for Modification x Withdrawal of Complaint x Entry of Appearance x Petition for Recovery of Overpayments.

Whether the process is started by the client online or by coming into the office, DRS employees will confirm the information submitted and request any additional infor- mation, if necessary. The DRS will also accept and pro- cess support documents that have been prepared by the attorney of record on a support case. Clients who have an existing support case in DRS can register on the PA CSWS to obtain specific information about their support case, including payment information. Clients can also choose to receive email and/or text mes- sage notifications for payments received and scheduled appointments.

2015 Call Center Statistics

Email 3,143 IVR Messages 3,731 Calls 49,843