Shepherd Case Management System

Shepherd (verb): to tend to, guard, and move in a helpful, careful way

The Shepherd case management system:

  • Provides a secure, streamlined way for individuals to request assistance for victims of human trafficking
  • Facilitates secure transmission of information for case processing
  • Accelerates the issuance of HHS Certification, Interim Assistance, and Eligibility Letters as well as connection to victim assistance programs and benefits-issuing agencies
  • Enables individuals to access real-time status of their requests and benefits-issuing agencies to access real-time verification status of HHS letters
  • Strengthens data privacy, security, and confidentiality protection for sensitive case-level data related to HHS certification and requests for assistance
  • Improves the quality and use of data to inform evidence-based victim assistance and prevention programming
  • Fosters public accountability and transparency by providing accurate and timely information for federal reporting and research

New Case Processing

Case requesters can submit electronic Requests for Assistance (RFAs) on behalf of foreign national minors who may be victims of severe forms of trafficking in persons through Shepherd beginning Monday, December 2, 2019.

Promotional imageAccessing Shepherd

The preferred browser for accessing Shepherd is Google Chrome. Select Shepherd External on the login page to create your account.

You can also access our new webinar on Responding to Foreign National Minor Victims of Trafficking, which includes a demo of the system.

FAQ

How does the Shepherd case management system fit into the Child Eligibility process?

Who do I contact for help with technical issues?

Where do I direct questions about a potential case or the Request for Assistance process?

How long does it take to receive a decision on a case?

What is the difference between an Interim Assistance Letter and an Eligibility Letter?

What is a Denial Letter? What do I do if I disagree with the decision or receive new information for the case after the Denial Letter is issued?

Who do I contact with questions about Adult Certification?

Is the Shepherd case management system secure?

 

 

How does the Shepherd case management system fit into the Child Eligibility process?

The Trafficking Victims Protection Act of 2000 (TVPA), as amended, requires federal, state, and local officials to notify the U.S. Department of Health and Human Services through the Office on Trafficking in Persons (OTIP) within 24 hours of discovering that a foreign national minor may be a victim of trafficking. A foreign national minor is a non-U.S. citizen or non-lawful permanent resident under the age of 18 at the time of the request. The Request for Assistance (RFA) is used to notify OTIP of trafficking concerns and to request assistance on behalf of the child.

Previously, all case-related information (including password-protected RFAs) was submitted to OTIP through email at ChildTrafficking@acf.hhs.gov. This information will now be submitted and processed in the Shepherd case management system for secure and timely case processing.

 

Who do I contact for help with technical issues?

OCIO.Service.Desk@acf.hhs.gov

202-205-4950

Monday – Friday, 6 a.m. – 9 p.m.

 

Where do I direct questions about a potential case or the Request for Assistance process?

Contact the OTIP Child Protection Specialists by phone at 202-205-4582 or email at ChildTrafficking@acf.hhs.gov.

 

How long does it take to receive a decision on a case?

Case processing time varies, but typically decisions are made within a few weeks. If you need to expedite a case, include the following in the RFA:

  • Preferred Benefits Start Date in Section 2
  • Reason for urgency (e.g., child has emergency medical concerns, child is seeking placement in the URM foster care program, child is being discharged from the shelter soon, etc.) in Section 4

 

What is the difference between an Interim Assistance Letter and an Eligibility Letter?

An Interim Assistance Letter is issued when OTIP determines that a child may have experienced a severe form of trafficking in persons. The Interim Assistance Letter allows the recipient to apply for benefits and services for up to 120 days while OTIP makes a final determination on the case.

An Eligibility Letter is issued when OTIP determines that a child has experienced a severe form of trafficking in persons. The Eligibility Letter does not expire and allows the recipient to apply for benefits and services to the same extent as a refugee.

Note: Some benefits and services may be time-limited or may only be available with an Eligibility Letter, such as the Unaccompanied Refugee Minors (URM) foster care program.

 

What is a Denial Letter? What do I do if I disagree with the decision or receive new information for the case after the Denial Letter is issued?

OTIP issues a Denial Letter when there is insufficient information to indicate that the child experienced a severe form of trafficking in persons. However, the requester may take the following actions:

  1. Contact OTIP for Clarification: Contact the OTIP Child Protection Specialists by email at ChildTrafficking@acf.hhs.gov or by phone at 202-205-4582 if you have any questions.
  2. Submit a New Request for Assistance: If you receive additional or clarifying information that indicates the child may have experienced forced labor or commercial sex, you may submit a new Request for Assistance. The child must be under the age of 18 when the new RFA is submitted. OTIP will make eligibility determinations for Requests for Assistance, including for applicants who turn 18 during the review process. More information is available in the program instruction.
  3. Request Reconsideration: You may send a Request for Reconsideration to the Assistant Secretary of the Administration for Children and Families (ACF) within 30 business days of the receipt of the Denial Letter. You should receive a response within 30 days of the receipt of the Request for Reconsideration. This will be considered a final administrative decision.

Send the Request for Reconsideration to: Assistant Secretary, Administration for Children and Families, 330 C Street SW, 4th Floor, Washington, DC, 20024. Include the following:

  • Name of the individual denied eligibility
  • Brief statement of why the requester believes the denial decision is wrong, including new information or additional documentation that supports the requester’s position
  • The initial Request for Assistance package

 

Who do I contact with questions about Adult Certification?

Contact the OTIP Certification Specialist by phone at 866-401-5510 or email at Trafficking@acf.hhs.gov.

 

Is the Shepherd case management system secure?

Shepherd deploys multiple security mechanisms to secure its communication, data, and infrastructure. Shepherd uses HTTPS protocol to transmit data over the internet. The data transmission is completely encrypted and secured through trusted security certificates. Users log on using two-factor authentication, and documents uploaded to Shepherd are scanned for viruses and malware. ACF conducts periodic security scans to ensure that the system remains secure.

Last Reviewed: December 3, 2019

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