Domestic Relations Department Customer Service and the Automated Voice Response (AVR) System FAQ

Following are some Frequently Asked Questions about our Customer Service and AVR System:

What is an AVR?: AVR stands for Automated Voice Response System. Customers are guided through a series of selections, which gives them general information about Domestic Relations Section location, hours and some procedures. Using a password, customers can even access up-to-date support payment information.
Why should I use the AVR? Can't I just speak with someone?: Yes, you can speak with a Customer Service Representative by choosing to speak with an operator, but with a caseload of over 1,600 (3,200 plaintiffs/defendants) it is easy to see why that could be difficult.
Why won't Customer Service give me payment information?: Staff is very concerned about giving out confidential information to the wrong party. Doing so can be injurious to a customer and produce a negative effect on the entire child support program.

Also, we estimate that half of the customer calls to the DRS are for payment information. If everyone would use the AVR for that purpose, there would be more phone time available for other questions.
Is there more than one AVR?: Yes. Every county DRS has its own state provided AVR. SCDU also has an AVR.
I can get information from the DRS AVR but not the SCDU AVR (or vice-versa). Why?: Each system is independent. You must establish a Personal Identification Number (PIN) for each. (Hint: you can establish the same PIN in each system.)
Do I have to listen to that long message every time I call?: We urge you to listen to the entire message at least once so you know what your options are. Once you are familiar with the system, as soon as the initial message begins, you can skip right to the service you want simply by entering the correct sequence of numbers. For instance entering 1,4 gets you right to case specific information. At that point, because you are asking for information available only to you, you will be asked to enter your Social Security number (followed by the # sign). Next enter 1, the PIN you established, followed by the # sign. Now you can select payment information.