HSP Payroll FAQ

Individual Provider Payments FAQ

  1. Debit Cards
  2. Direct Deposits
  3. Payment Questions
  4. General Questions

Debit Cards

How do I sign up for or cancel Debit Card payment option?

Note: Please note that it may take 2-3 payroll cycles before your Debit Card election takes effect.

How do I reach a customer service representative of the Debit Card Company?

Please call 1-866-338-2944 to reach the Debit card company.

Please be advised that this is an automated telephone call. To reach a customer service representative:

  • Pick option (1) for English, or (2) for Spanish.
  • The system will then ask for your 16-digit debit card number and will tell you to press pound if you do not have your card number. Press pound, even if you do have your card number.
  • The menu will then give you the following options (Press 3):
    • Press (1) to re-enter your card number.
    • Press (2) to access your account information.
    • Press (3) to find out the status of your previously ordered replacement card.
    • Press (4) to report a lost or stolen card.
  • The menu will then ask for your social security number, enter 111-11-1111, the system will then send you to a customer service representative. If the representative asks for your date of birth, please let them know that date of birth is not used for this program.

How long does it take for my debit card application to be processed?

  • Applications cannot be processed until after an Individual Provider (IP) has received one paper paycheck.

What section of the debit card application do I complete to sign up and disenroll from debit card payments?

  • Only complete Section 1 to Sign up. Only complete Section 2 to disenroll. Form cannot be processed if IP completes both sections of the form.

Can a friend, family member, or Home Services Program (HSP) staff member call the debit company for me?

  • No, only the cardholder can call the debit company (Conduent). If anyone else calls on behalf of the cardholder, a fraud hold may be triggered.

Are there fees or withdrawal limits tied to the debit card?

Where can I learn more about the debit card?

Direct Deposits

How do I sign up for Direct Deposit?

  • Please complete this form C-95A-Authorization for Direct Deposit and
  • Attach a voided check from your Bank.
    • Void Check Notes:
    • cannot be a starter check.
    • must be a preprinted check with their name, banks name, full routing and full account number pre-printed on the check.
    • will also accept a letter on bank letterhead including bank name, IP name, full routing, and full account number on the form will also be acceptable.
    • MUST be sent in with Direct Deposit application.
    • Please note that it may take 2-3 payroll cycles before your Direct Deposit election takes effect.
  • You may submit the form and voided check to:
    • Your local field office OR
      • Illinois Department of Human Services
        Bureau of Expenditure Accounting
        Document Processing
        100 South Grand Avenue East, 1st Floor
        Springfield, IL 62762

How do I end Direct Deposit and go back to Paper Checks?

Please send the completed form to:

Email DHS.HomeServicesPayroll@Illinois.gov
Fax 217-524-2353
Mail
  • Illinois Department of Human Services
    Bureau of Expenditure Accounting
    Document Processing
    100 South Grand Avenue East, 1st Floor
    Springfield, IL 62762

What are the advantages of Direct Deposit?

  • Direct Deposit to your bank checking or savings account for instant access to your paycheck each payday.
  • Avoid post office issues.

Payment Questions

What steps you should take when you have a payment question?

  • Contact Provider Assistance Hotline?
    • First, please call the Provider Assistance Hotline 1-800-804-3833 to check:
      • If your payroll has been processed.
      • The amount of payment for a specific month
      • The status of payments (entered, approved, issued)
      • The date the Illinois Office of the Comptroller issued the payment. Please be aware that the Bank has up to two working days to post payments to your card from the time the Comptroller issues the payment.
  • Field Office Contact
    • After you have contacted Provider Assistance Hotline and you still don't have your problem resolved, please call your local field office to verify:
      • Time sheet/Hours were processed for payday.
      • Pay method (Debit Card/Direct Deposit/Paper Paycheck)
      • Mailing Address that the Check/Stub was mailed to.
    • Field office staff will advise you on the process depending on your situation.
    • Don't know your Field office phone number?

What if my Paper check was marked undeliverable by the Post Office?

  • Contact your Post Office to confirm any delivery issue and resolve with Post Office so future checks get delivered to you.
  • Contact the local field office back to let them know you spoke to the Post Office, and which address your check should be remailed to.
  • Please wait 7 days after you confirmed your address with Field Office staff before calling for status check of remailed check.

What if I didn't receive my paper check and it wasn't returned as "undeliverable" to HSP office?

  • Field staff are unable to request a check to be reissued to you until 30 days after the check was issued (30 days after the payday). This is a Comptroller policy and cannot be overridden.
  • Contact your Post Office to confirm any delivery issue and resolve with Post Office so future checks get delivered to you.
  • Contact the local field office back to let them know you spoke to the Post Office and confirm with field office staff what your current mailing address is.
  • If you don't have your check after the 30-days have passed, then please contact field office staff to request a reissue of payment.
    • Please give 2 weeks of processing time after you call.
    • An Affidavit will be sent from the Comptroller to the IP's mailing address on file.
    • Affidavit should be completed and returned to Comptroller office.
    • Questions related to the affidavit should be directed to the Comptroller Adjustments section at the phone number provided on the affidavit.

What if I didn't receive my Debit Card payment?

  • Once a payment has been issued to the Debit Card account, any pay issue must be resolved by contacting the Debit Card company.
  • Please see above section "How do I reach a customer service representative of the Debit Card Company?"

What if didn't receive my Direct Deposit payment?

  • First, confirm with local field office that your payment was indeed issued as a Direct Deposit.
  • Once confirmed, please reach out to DHS payroll with Direct Deposit questions- 217-785-7790

Does the Stub of your paycheck say "I/W Offset"?

  • If so, please contact the Involuntary/Withholding Offset Unit at 217-782-5897 and Choose Option 2.

When should I contact the DHS Payroll Team?

DHS payroll team can ONLY answer questions specific to their duties and do not have the same data access that your local field office staff.

You may reach out to DHS payroll (217-785-7790) ONLY for the following items:

  • Questions, problems, or concerns about direct deposit.
  • Debit card payment options
  • Status update on previously submitted Debit card or Direct Deposit Sign up and Cancellation forms.
  • W4 forms
  • Union cards
  • Setting up voluntary payment arrangements
  • Payroll garnishments
  • Child support
  • Bankruptcies

When should I contact the Illinois Comptroller?

  • The Comptroller staff will not reissue/remail a paper check unless request is directed through HSP Field/Central office.
  • The Comptroller will not reissue a paystub.
  • You MUST start this process by reaching out to your local field office per information provided above.
  • Please reach out to the comptroller if you are reporting forgery or if field office directs you to contact the comptroller.

What days do we get paid?

General Questions

Are IPs tax exempt?

Individual Providers need to consult a tax professional to determine if they have any tax implications that fall under IRS publication 926.How do I change my tax deductions?

  • W-4: Federal Withholding Certificate - W4English | W4Spanish
  • ILW-4: State Withholding Certificate - IL-TaxEnglish | IL-TaxSpanish
  • IL and Federal W-4 can be returned to your local field office who will ensure delivery to DHS Payroll team.
  • You may also mail directly to:
    • Illinois Department of Human Services
      Bureau of Expenditure Accounting
      Document Processing
      100 South Grand Avenue East, 1st Floor
      Springfield, IL 62762

Where can I get/print Blank Time Sheets?

  • Time sheets can be printed from home. IL488-2251 HSP Time Sheet
  • If you are unable to print from home, then please contact your local field office to have time sheets mailed to you.

How can an IP revoke the Union Dues?

An IP can revoke their union dues by contacting SEIU at 1-866-933-7348.
OR
An IP can submit their request in writing to DHS at:

  • Method Contact
    By Email DHS.HSP.LaborW2@Illinois.gov
    By Fax 217-557-9434 or 217-557-0142
    By USPS Mail HSP Labor Relations
    100 S Grand Avenue E, 1st Floor
    Springfield, IL 62704

How do I get a copy of my Paystub or Wage Verification?

  • DHS and the Comptroller are unable to reproduce an exact copy of a paystub, but DHS can provide wage verification for an IP.
  • To request wage verification, payment history or wage verification-please complete IL488-2445-Wage Verification Request Form for Individual Provider- IL-2445 English | Il-2445Spanish and submit to your local field office or:
Method Contact
By Email DHS.HSP.LaborEV@Illinois.gov
By Fax 217-557-9434 or 217-557-0142
By USPS Mail HSP Labor Relations
100 S Grand Avenue E, 1st Floor
Springfield, IL 62704
  • Please allow up to 5 business days for a response.

How do I request a duplicate copy of W-2s?

  • W-2s are mailed to the address on file as of early November of the prior year.
    • For example, IP address in HSP systems in November 2023 is the address where W-2 will be mailed to in January 2024.
  • If you have not received your W-2 by mid-February of the issuing year, or need a W-2 from a prior year(s), you may request a duplicate by completing IL488-2556 Duplicate W-2 Request Form and sending to:
Method Contact
By Email DHS.HSP.LaborW2@Illinois.gov
By Fax 217-557-9434 or 217-557-0142
By USPS Mail HSP Labor Relations
100 S Grand Avenue E, 1st Floor
Springfield, IL 62704