Exhibit 24 - IVR Call Matrix.pdf

1-877-NJKIDS1

www.njchildsupport.org

NJ Child Support Automated Phone System Short Cuts

Language: English by default, for Spanish say “Espanol”

All Callers must listen to the Welcome Message in order to access the main menu options

If you are the CP or NCP-----------Press 1 All other callers----------Press 2

If you’re calling about payments Press 1 If anything else Press 2, this will take you to the following menu options:

Court dates/results Press 1 To request forms Press 6 Other case info Press 2 For general information Press 7

To change your PIN Press 3 For other payment related question Press 8 Debit card questions Press 4 To confidentially report info on a child support case Press 9 To change contact info Press 5 To speak with a representative Press 0

Custodial Parents Non-Custodial Parents Payments, support order, direct deposit 1, login

NJ Debit Card Program 2, 4 Hearings, conferences, genetic testing appts. 2, 1, login Establishment activity, genetic testing results 2, 2, login, 2 Case enforcement or modification activity 2, 2, login, 1 Change PIN 2, 3

Payments 1, login

• Make a payment Press 1

• Last five payments Press 2

• Just the last payment Press 3

• Support order information Press 4

• Special payments Press 5

• Refunds Press 6

• Payment History Press 7

• Main Menu Press 8

• Representative Press 9

Hearings, conferences, genetic testing appts. 2, 1, login Establishment activity, genetic testing results 2, 2, login, 2 Case enforcement or modification activity 2, 2, login

• Case establishment Press 2

• Support order information Press 3

Change PIN 2, 3

Update contact info/CP Forms/Preferred method of contact Update contact info/NCP Forms/Preferred method of contact

To Update contact information 2, 5, login

• Update phone number 2, 5, login, 1

• Update home or mailing address 2, 5, login, 2

(Email addresses may be updated online at www.njchildsupport.org)

• Update your email address with a customer service representative 2, 5, login, 3 To request forms or other documentation 2, 6, login

• Genetic testing appointment 2, 6, login, 2

• Genetic testing Results 2, 6, login, 1

• Copy of court order 2, 6, login, 3

• Quarterly statements for TANF 2, 6, login, 4

• Payment history 2, 6, login, 5

Choose your preferred contact method 2, 5, login, 4

• Text message 2, 5, login, 4, 1

• Phone calls 2, 5, login, 4, 2

To update contact information 2, 5, login

• Update phone number 2, 5, login, 1

• Update home or mailing address 2, 5, login, 2

(Email addresses may be updated online at www.njchildsupport.org)

• Update your email address with a customer service representative 2, 5, login, 3 To request forms or other documentation 2, 6, login

• Enforcement hearing notice 2, 6, login, 1

• Genetic testing appointment 2, 6, login, 3

• Genetic testing Results 2, 6, login, 2

• Copy of court order 2, 6, login, 4

• Payment history 2, 6, login, 5

• Payment Coupons 2, 6, login, 8

Choose your preferred contact method 2, 5, login, 4

• Text message 2, 5, login, 4, 1

• Phone calls 2, 5, login, 4, 2 General information

Description of support services and how to apply------------------------------------------------------------------Press 2, 3, 1 or 2 Support Order Modifications----------------------------------------------------------------------------------------------Press 2, 3, 4 Local County Office Information------------------------------------------------------------------------------------------Press 2, 3, 7

Emancipation information--------------------------------------------------------------------------------------------------Press 2, 3, 3 Enforcement Processes------------------------------------------------------------------------------------------------------Press 2, 3, 5 For referral information for other types of Family Services (such as Food Banks or Healthcare)-------------Press 2, 3, 8

23DPP00838 T1775 - State Disbursement Unit Child Support Payment/Receipt Processing Exhibit 24 IVR Call Matrix