T1708 Exhibit 7 Monitoring_Escalation Process update 11.07.25.docx

This document is an Exhibit outlining the Monitoring and Escalation Process for the New Jersey Child Support Enforcement Services Program (NJCSESP) related to Income Withholding Orders (IWO) and Verification of Employment (VOE) activities. The process establishes standardized timelines and escalation procedures for monitoring employer responses to IWO and VOE requests submitted through the NJCSESP dashboard. The monitoring framework spans 12 business days, with defined response windows at 5, 10, and 12 days, and includes three primary scenarios covering employer responsiveness levels. Key tracking activities include dashboard status updates, portal status notifications on the Integrated Wage and New Hire System (IWNS), and communication protocols with employers through email and phone contact. Response scenarios range from complete employer compliance to situations where employers fail to open or complete required documentation.

The escalation process specifies tracking mechanisms and response protocols at each monitoring interval. When employers complete responses within the initial 5-business-day period, information is transmitted to NJKIDS in nightly batch updates. For incomplete responses, the system escalates through status updates from "Pending" to "Needs Action" between days 5 and 10, with email reminders issued to employers. At day 10, direct phone contact supplements email communication. By day 12, monitoring concludes with alerts issued to case owners for further action. The NJCSESP maintains dashboard tracking throughout the process while the IWNS portal status remains "Sent" until actual employer completion occurs. No updates are transmitted to NJKIDS during pending or incomplete response periods, ensuring data accuracy in the statewide system.