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Illinois Child Support Services Case Management System Upgrade FAQ's
- What is changing?
- Why is Illinois updating the system?
- Is this system already in use somewhere else?
- How will this benefit me?
- Will I need to do anything to prepare?
- What will happen to the information currently in the system?
- What is the new online portal?
- Will I need to use Multi factor Authentication (MFA)?
- When will I be able to use the new portal?
- Will this change my case or payment amount?
- Will I have access to my case, and will payments be processed during the transition to the new system?
- Disbursement of payments in the new system.
- Who can I contact if I have questions?
Illinois Child Support Services is launching a new child support case management system. This system replaces our older technology and will improve how quickly and accurately we can update and share information with parents.
The current system is outdated and does not support modern communication or real‑time information. The new system will allow faster updates, improved accuracy, and better online tools for parents.
Yes. Illinois is adopting a system that is already successfully used in another large state and certified at the federal level. We are customizing it to match the needs of Illinois families.
Parents will have:
• Faster access to payment and case updates
• More electronic communication options such as email and text alerts
• A modern online portal with near real‑time information
• Better tools to upload documents and manage case information
Yes. Please make sure we have your current phone number, email address, and mail address. Because the new portal requires MFA (Multi-factor Authentication) through Okta, having the correct phone number and email address ensures you can receive verification codes and access your online account.
Your case information will be transferred to the new system. However, because our current system has multiple fields for contact information and the new system does not, verifying your contact information today will ensure the correct information is transferred.
The new portal is an upgraded digital tool that allows parents to:
• View case status and payment history
• Upload documents
• Update contact information
• Receive important notifications
• Access information faster, with minimal delay
Yes. The new online parent portal will use Multi‑factor Authentication (MFA) through Okta. This means you’ll confirm your identity using a verification code sent to your phone or email when you sign in. MFA helps protect your account and keeps your information secure.
We will share more details as the launch date approaches (anticipate October 2026). Parents will receive instructions on how to sign up and use the portal.
No. This upgrade will not change your case status, order amount, or rights. It simply improves how your information is managed and delivered.
No. During the first week of October 2026, you will not be able to access your case, and payments will be delayed while we move information and connect to the new system.
· Payments received October 1, 2, 3, and 4 will be disbursed on October 5.
· Payments received on October 5 will be disbursed on October 6.
· Beginning October 6, all payments will be disbursed the day after they are received.
For security purposes, payments will be disbursed one day after they are received.
Customer service representatives are available by phone at 800.447.4278 or through email at hfs.dcssconnect@illinois.gov.
Further updates will be provided as we approach the launch of our new system.
Real Change, Real Impact – part of Illinois’ plan to reimagine how we serve families.