Important Information About CCAP Payments and Applications

Dear Parents and Providers,

We understand and appreciate your concern in seeking information about your Child Care Assistance Program (CCAP) payments and applications. We have received calls, letters, and other communications from many of you expressing frustration with the current CCAP situation, and we apologize for the inconvenience this has caused you.

Due in large part to a change in the payment schedule from the State of Illinois to CCAP providers that began in May 2011, we have been experiencing a prolonged and excessively high call volume that has lead to busy signals and other phone issues that you may be experiencing at our main 312.823.1100 telephone number. Please be assured that the phone wait time and case processing are both issues that we are working to resolve and bring to a condition of normalcy.

While there are several reasons for this change, our focus is solely on making the necessary adjustments for improvement. We are taking all steps, including additional staffing and overtime, to work through these issues and minimize the delays as much as possible.

Please note the following:

• The Child Care Assistance Program payment schedule has changed and is now the standard. As the administrator of the Child Care Assistance Program in Cook County, Illinois Action for Children processes the child care payments that are issued by the Office of the Comptroller of the State of Illinois. We have been informed that the payment schedule that has been in place since last spring will not change in the foreseeable future. Child care providers can check their payment status by calling the Illinois Department of Human Services toll free 24 hours a day at 1-800-804-3833.

• The State of Illinois made policy changes in May 2011 regarding background checks which have led to some families changing their chosen provider. While this is to the long-term benefit of children and families, it has had the near-term effect of adding to the high volume of calls and paperwork.

• We ask that you refrain from submitting duplicate applications for the Child Care Assistance Program. We have received hundreds of duplicate applications in recent months. Please understand that any additional or duplicate applications have to be processed and subsequently disqualified – this has the effect of adding significantly to the high call volume and case processing issues.

Also, please remember to:

• Ensure your name and case number is written on every page of every document you submit.
• Utilize our drop boxes to avoid long wait times.
• Return your Request for Additional Information (RAI) along with your other documents when responding to a RAI.

We apologize for the inconvenience this has caused, and we thank you for your understanding and patience at this time. Please be assured that Illinois Action for Children is doing everything possible to address your concerns, meet your needs, and minimize the impact of these changes.

Sincerely,

Illinois Action for Children