Section K Who to Call

When to Call the Provider Help Desk

1-800-647-8533

  • To report POS or equipment problems
    • The POS equipment is not working
    • The time is wrong
    • The printing on the tape is too light
  • To ask questions about how to access your reports
  • To ask questions about how to resolve error messages on the POS machine
  • To ask for additional provider training on usage of the POS machine
  • To ask questions about the Provider Web

The Help Desk operates 24 hours per day, 7 days per week. You may be referred to someone else, but this is the central point to collect information.

You should also have been issued a handbook entitled “EBT Day Care Provider Operations Manual” which you should refer to for problem solutions. The manual includes what error codes mean and what each transaction on the POS machine can do. This manual is also located on the Provider Web under the DHS Provider Manual link.

When to Call Finance – Electronic Payment Systems (EPS) / Child Care Claims

(405) 521-3622 or (405) 521-2912

  • When you have questions about your EBT payments
  • When you have questions about the Child Care Claim Form, a manual claim
  • When you have questions about garnishments or overpayments charged against you by DHS
  • When you need to report incorrect information has been transmitted by the POS and it was not voided within 10 days
  • When the POS equipment has not been installed within 10 days of notifying the EBT contractor
  • To ask questions about how to read your reports

When to Call EBT Contractor Conduent

1-800-797-7474

  • To discuss the Conduent contract for the POS equipment
  • To ask for a POS machine to be delivered
  • To ask for a Direct Deposit Form for payments
  • To update banking information
  • To report POS or equipment problems
  • To arrange the return of the POS Machine

When to Call the OUCPM Help Desk

(405) 325-6257 or 1-866-237-2127
Email: help@oucpm.org

When to Call the Office of the Inspector General (OIG)

(405) 522-5880

  • If you have questions concerning the audit of your child care home or center, ask for the Internal Audit Unit for Child Care Subsidy
  • If you wish to make a complaint alleging possible fraud on the part of a child care client or a child care provider, call 1-800-784-5887 (toll free) and ask to speak with the Complaint Duty Agent.

When to Call Adult and Family Services (AFS) Child Care Subsidy

(405) 521-3931
Email: ChildCareContracts@OKDHS.org

  • Child care policy or procedural questions
  • Questions concerning provider contracts
  • Report changes in type of business entity, ownership, or facility (changing from a home to a center or vice versa) at least 30 days in advance of the change occurring
  • Questions about applying for a new contract, email: CCProviderContracts@okdhs.org or call, (405) 521-3431.

When to Call the Local DHS Caseworker

The family’s case worker is always the first person at DHS you should call if you have problems with the request for care and/or authorization for a child.

To contact the worker in the county office, go to the main DHS web page at www.okdhs.org. and select the county by name or click on the county on the statewide map. Once you have selected a county, the county office’s home page and main telephone number will be listed.

If you cannot get in contact with or resolve the issue with the case worker, DHS operates under a “chain of command” system. You can seek help in the following order:

LEVEL 1 County Office

  1. Worker
  2. Worker’s supervisor
  3. County director

LEVEL 2 Regional Office

  1. Regional Deputy Director

LEVEL 3 State Office

  1. AFS Child Care Subsidy

REMEMBER: the State Office is the last place you call, talk to all possible contacts at the county office first.

When to Call Child Care Services

(405) 521-3561 or 1-844-834-8314

  • Obtaining licenses and permits
  • Update your information
    • address
    • phone numbers
    • email address
    • name changes
  • Questions regarding child care requirements
    • license issues
    • monitoring and complaints

When to Call Reaching for the Stars Program

(405) 522-0256 or 1-800-347-2276

  • Information on the Stars program
    • obtaining your Star status
    • changing your Star status

When to Call Adult/Child Abuse and Neglect Hotline

1-800-522-3511

  • Report suspected abuse or neglect