Kokua Line
Kokua Line
Since the Child Support Enforcement Agency switched to a new computer system, I can't get in contact with any live person! I have been calling for two weeks, several times a day, to find out what's happened to my check. Do they keep the phone off the hook? Agency's new computers
are ironing out the kinksFirst, as they say, the good news.
The KEIKI computer system that kicked in July 6 actually is "working fine," better than most states could say when they made a similar system switch, said CSEA administrator Michael Meaney.
With all the automated functions available, "It's going to be the best," he said. The bad news: "It's going to be several months working out the bugs in the system."
The problem is the gigantic backlog created by the system's efficiency, Meaney said, in particular, the Voice Response Unit (VRU) that handles calls and provides information electronically.
The week before the new system was turned on, CSEA sent 160,000 letters to customers and potential customers, giving them new PINs -- personal identification numbers -- for accessing information.
The problem was that "everyone tried to call at the same time," Meaney said. More than 40,000 calls in the first 15 days simply overwhelmed the system.
The option to talk to a person is where you and many others have gotten stymied. Only a small number of people have been able to do so, Meaney acknowledged.
"The VRU is maxed out," he said. There are 32 phone lines now and no more can be added, he said.
On top of all this, the not unexpected problem of delayed checks caused further consternation. But Meaney said the problem has since "been overcome completely."
"We're required to turn checks around in 48 hours under federal guidelines and we're now processing same day," he said.
If you're looking for specific information, give the 24-hour VRU a try. Otherwise, to talk to a person, Meaney suggests going to CSEA offices in the Dole Cannery or writing.
What was going on July 25, from about 9 to 10:15 p.m.? There were military jets zooming by every 15 minutes in Ewa Beach. Despite what many think, it had nothing to do with the multinational RIMPAC naval exercises, which end this week.
What you heard were 17 tactical aircraft from Combat Air Wing Five returning to the carrier Kitty Hawk, said Barbers Point Naval Air Station spokesman Bill Erwin.
The planes temporarily were diverted to Barbers Point to allow the cleaning of the carrier's deck, he said. The time you specified was when they returned to the carrier.
"Because of safety and wind conditions," the planes were routed to the runway equipped with emergency arresting gears, in case anything went wrong, Erwin said.
Unfortunately, "As (the planes) lift up, they have to turn immediately to the right in order to stay out of the airspace at Honolulu International Airport. That takes them right over the water, but it also, as they gain altitude and turn to the right, puts their tails right over Ewa," Erwin said.
It's a situation that rarely happens, he said, and officials "try everything possible to abate the noise and keep from disturbing anybody in the community. But safety is always first."
Normally, planes from Barbers Point leave and approach over the water to keep the noise level down.
To the man driving a black Jeep Cherokee on June 22, who yelled four-letter words at me as I tried to get on the freeway. He also showed his fat finger to another female driver who went in front of him. If people were courteous and allow others to get on, instead of speeding up to tailgate, there would be less "road rage." -- No name Auwe
Need help with problems? Call Kokua Line at 525-8686,
fax 525-6711, or write to P.O. Box 3080, Honolulu 96802.
Email to kokualine@starbulletin.com
