AG launches new child support system; some families say they're not getting payments
AUSTIN (KXAN) — The Texas Office of the Attorney General unveiled a new child support system meant to improve efficiency and streamline case processing.
The agency launched ChAMP — short for Children Are My Priority — in June replacing a 30-year-old system. The new case management and customer service system is designed to modernize the operations of the AG's Child Support Division.
The launch of the new system comes on the heels of lawmakers passing legislation after a KXAN investigation highlighted concerns from parents owed billions of dollars in child support.
Attorney General Ken Paxton called the launch a success, adding that the new system enhances the customer experience for Texas families who rely on child support services. However, a handful of parents have reached out to KXAN investigators, saying the new system is to blame for why they're not getting child support.
"Could someone ask Child Support Division, why they are holding funds for 20 plus days due to custodial parents," wrote one parent in early July who eventually got the payment. "The horrible answer is they have a new system, kids still has to eat regardless of the system."
Another parent echoed the same frustrations, saying she hasn't received months of child support payments.
"It's now 3 months of child support they have, over a thousand dollars," wrote the parent who has tried to reach the AG's office for help. "My kids start school in 2 weeks and I need that money to buy school supplies. This situation has had me in tears several times."
KXAN investigators have asked the AG's office about delays due to the new system, but there has been no response to questions including how many parents are still waiting to receive child support.
In a press release, the AG's office added that since the launch, ChAMP has processed 3.1 million payments totaling $614 million in support. The office explained that through the new Self-Service Portal, parents can now log in 24/7 — online or from a mobile device — to view case and payment information in real time. The agency also explained that more than 100,000 employers across Texas are already using the new Employer Portal to report new hires and securely exchange information with the agency.
“This system modernizes the core of our child support operations, empowering our staff with better tools and giving parents the timely support and information they deserve," said Paxton in a press release. "My office will continue to prioritize innovation that directly helps the children of Texas because fighting for them and their future will always be at the forefront of the work we do.”
The agency said customers with questions are encouraged to contact the Child Support Division through the website's chat feature or by calling (800) 252-8014.
On Sept. 1, a new law will go into effect which will streamline administrative processes in child support cases. The law will allow the AG's office to speed up procedures using email to cut down on unnecessary delays in delivering child support.