This tutorial highlights some features of the new case manager coming in December
Welcome to the Massachusetts Department of Revenue Child Support Enforcement Division’s customer case manager. The Department is in the process of upgrading the case manager to increase online services offered to our customers. This video will highlight some features of the new case manager. Using the new case manager, you can apply for child support services, apply to reopen your child support case, view the status of your application or complete or cancel a previous application.
You can also log in to the case manager to:
see details about your case,
ask DOR to update your case information, or
take an action in your case.
If you don’t have an existing case manager account, you can click the Register hyperlink at the top right hand of the page to create a case manager account. You can then use the case manager to get information about your case.
Let’s register as a new user. After selecting the Register hyperlink, you’re asked to choose a username, a password and an email address for your new account.
For this tutorial, let’s create an account for John Smith. After entering the requested information, we’ll click Continue to go to the next page.
You’ll need to select your security questions and answers before proceeding. Once you make your selections, click “Submit” to create your new case manager account.
Now that your case manager account is created, you can log in at the top of the page using your username and password. Note that when you log in to your case manager account for the first time, you will be prompted to link your child support information to your account by using your PIN and a onetime security code sent to you by DOR. If you do not have a security code, you can request one from our Customer Service Bureau at 1-800-332-2733.
Once you link your child support account to your case manager account, you can view or update your information, request actions or documents, manage your account, and take other actions depending on whether you are the party who receives child support, the party who pays, or an employer. Here you are seeing the options for a custodial party receiving child support.
For example, let’s click View Case Information. If you are a party who receives child support, you’ll be able to view your case summary, any past-due support owed by the other party, and any payments that were issued to you.
Let’s click “View my past due support.” This shows you all of the balances owed on the case.
Clicking the “Previous page” button, takes us back to the previous menu.
Now, let’s click the link: View payments issued to me.
Here you can view the details of the payments made to you in the last 24 months. You can also print a copy for your records by using the Print button at the bottom of the page.
To quickly return to the home page, click the My Home link at the top of the page.
From here, you can view or update your personal information by clicking on the appropriate link. Let’s do that now.
From this page, you can update your personal information, add or update your employer details, and add or update your health insurance information. Let’s click Previous Page to return to your home page.
Depending on your role, there are other options available from your home page. For example, if you’re logged in as an employer, you can respond to notices sent by DOR. As a Party, you can setup a direct deposit account.
More details will be provided regarding these options in future tutorials.
You can logout at any time during your session by clicking “Log out” at the top of the page.
Let’s click Log out now.
Thank you for watching the Massachusetts Department of Revenue’s customer case manager overview tutorial.
Other tutorials will be available soon, including tutorials on Viewing Payments and Your Case Summary.