Home State and Local State Departments Human Resources Need to Contact PPSD or Seek Additional Information? Escalation Email Instructions

Escalation Email Instructions

State Controller’s Office

Personnel and Payroll Services Division/Operations Bureau

Escalation Email Guidelines and Contact List

The Personnel and Payroll Services Division, Operations Bureau has established a central email inbox to escalate personnel and/or payroll inquiries for Statewide Department Human Resources (HR). Supervisors and Managers in HR Offices can now direct their communication to PPSDOps@sco.ca.gov.

Please ensure you have attempted to contact the Operations Bureau, at one of the numbers listed below, prior to escalating an issue.

• INQUIRIES TO ESCALATE INCLUDE:
  • Not receiving a return call after two business days
  • Pay adjustments due to mid-month separations (deceased employees) as directed by CalPERS
  • Employee Official Grievances Award
  • Employee did not receive current pay period monthly warrant
  • Personnel/payroll/benefit requests for Judges, Legislators and other Statutory employees
     
• EXAMPLES OF ISSUES NOT TO ESCALATE:
  • Employee is separating and ARs need to be established prior to separation.  Please contact the Statewide Customer Contact Center (SCCC) at 916-372-7200.
  • Lump Sum deferrals (LC 201 and 202 allow 2 and ½ months for processing.)
  • Requests to update PAR information. Please contact the Statewide Customer Contact Center (SCCC) for assistance
  • Backlog dates (please refer to the CS Weekly Processing Dates and CSU Weekly Processing Dates)
  • Requests to return documents (please contact the SCCC)
  • Verification of receipt of documents (please refer to the CS/CSU Weekly Processing Dates or call  the SCCC)
  • Inquiries on the status of documents for EPSLA/EFMLA/SPSL or requests for payments
  • CS/CSU Weekly Processing Dates
  • Inquiries on the status of documents (Documents are processed by received date.  Please refer to the CS/CSU Weekly Processing Dates and contact the SCCC if necessary.)

When escalating an issue via email, please include the name of the Statewide Program within the Operations Bureau in the subject line (i.e., benefits, disability, retirement, etc.) and provide the following information:

• Your name, title, department, and contact information;
• The name of the employee and the last 4 digits of the social security number (SSN). Please do not include the full SSN in e-mail or attachments unless following your agency’s email encryption protocol;
• A clear detailed description of the issue;
• Your specific question;
• An outline of the research already conducted;
• The name of the area within the Operations Bureau you have already contacted at SCO, regarding your question/issue, and the date(s) you contacted them; and
• Any additional background necessary to research your question (i.e., the form number and original submission date).
• When agencies receive a response from an SCO PPSD specialist asking for additional documentation, departments must submit the requested items within two (2) business days to the requesting specialist. If we do not receive the required documentation within two (2) business days we will consider this escalated inquiry closed.

 
Thank you in advance for your cooperation.
Please refer to the updated PPSD Statewide Customer Contact Center Directory
 

Other Important PPSD Program Contacts:  

Customer Contact Center (916) 372-7200

ACA Application Support Group (916) 323-3770

Duplicate W-2 (916) 445-2847

Reciprocity Line (916) 319-9067