Child Care Assistance in TN: Phone Number, Applying, and Appeals

The phone number for child care assistance in Tennessee is 1-833-772-TDHS (1-833-772-8347). That line is the One DHS Contact Center, run by the Tennessee Department of Human Services, and it handles eligibility questions, application help, case status updates, and technical support for online accounts. Hours are Monday through Friday, 8:00 a.m. to 4:30 p.m. Central Time. Calls that come in after hours are returned the next business day.¹

Other Ways To Reach TDHS

The phone line is not the only option, and for some questions another channel is faster.

Online portal: The One DHS Customer Portal at onedhs.tn.gov lets you apply for child care payment assistance, upload documents, check case status, and file appeals without waiting on hold.²
Local county office: You can walk in during business hours to submit paperwork or ask questions. Dropping off an application in person gets you a dated receipt on the spot, which is useful if a submission date is ever disputed. If you don’t know which office serves your county, call the 1-833 number to find out.³
Email for appeals: The Appeals Clerk’s Office can be reached at AppealsClerksOffice.DHS@tn.gov.⁴

Don’t Call the Complaint Hotline for Benefits Questions

Tennessee also publishes a Child and Adult Care Complaint Hotline at 1-800-462-8261. That line exists to report concerns about a child care provider. It is not the number to call about your application, your eligibility, or your case. Using it for those questions will route you to the wrong staff. For anything about your own benefits, stay with 1-833-772-TDHS or the online portal.¹

What To Have Ready Before You Call

A short call goes better than a long one. Before you dial, gather the information a caseworker is likely to ask about:

Proof of a Tennessee address, such as a recent utility bill or lease.
Recent consecutive pay stubs, or tax returns if you are self-employed.
Documentation of work or school hours. Most Tennessee child care programs require an average of 30 or more hours per week of work, self-employment, and/or education combined.⁵
Each child’s birth certificate or other official identification.
Information about the child care provider you plan to use, including whether they are TDHS-licensed or approved by the Tennessee Department of Education.⁶

If you already have a case, have your case number in front of you. If you are calling about a document TDHS requested, have the notice you received nearby so you can quote the reference on it.

What the Phone Line Can Help You Apply For

Tennessee runs several child care assistance programs, and it helps to know which one you are asking about when you call. The One DHS Contact Center can answer questions on all of them.⁶

Smart Steps is the broadest program. It is open to income-eligible families who are working or enrolled in post-secondary education, and it covers children from six weeks old through kindergarten entry. You do not have to receive any other TDHS benefit to qualify. You must average 30 or more hours per week of work or undergraduate education; graduate study counts up to 6 hours toward that total.⁵
Transitional Child Care (TCC) is available for up to 18 months after a Families First cash assistance case closes, provided you work 30 or more hours per week counting any combination of paid work, self-employment, and education or training.
At-Risk Child Only (ARCO) serves guardians in Families First child-only cases, typically grandparents or other relatives raising a child. The 30-hour weekly requirement applies.
Families First Child Care is for parents currently receiving Families First benefits who need care to complete their Personal Responsibility Plan activities. Family Assistance staff determine eligibility before you can participate.
Teen Parent Child Care is for teen parents attending high school who meet income guidelines, whether living with a parent or emancipated.
SNAP Employment and Training Child Care is for parents enrolled in the SNAP Employment and Training Program through the Tennessee Department of Labor and Workforce Development.

If you are not sure which program fits your situation, say so at the start of the call. The contact center can steer you.

Applying Instead of Calling

The fastest way to apply is not by phone. It is through onedhs.tn.gov, where you can create an account, complete the child care payment assistance application, and upload your supporting documents in one sitting.² If you prefer paper, you can download the application from the Child Care Certificate Program page and fax, mail, or hand-deliver it to your local county office. Mail goes to the county office, not to a central Nashville address.⁶

After you apply, watch your mail and your One DHS portal account for a notice of eligibility or a request for more information. Respond quickly if TDHS asks for something. Ignored requests are how cases get closed before anyone rules on the merits.

Calling About a Denial or Appeal

If your application is denied or your benefits are reduced, you can appeal in four ways: online through the One DHS Customer Portal, by phone at 1-833-772-TDHS, by fax to (866) 355-6136, or by mailing a completed Appeal Request Form (HS-3058) to:⁴

Tennessee Department of Human Services
Appeals and Hearings Division
Attn: Appeals Clerk’s Office
505 Deaderick Street, 1st Floor
Nashville, TN 37243

Before deciding whether to appeal, it is worth one call to 1-833-772-TDHS to ask for a clear explanation of the denial. If you still disagree after that, file the appeal promptly. Delay can affect whether your benefits keep running while the case is pending.

1
Tennessee Department of Human Services. Contact Us
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Tennessee Department of Human Services. Apply Online Services
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Tennessee Department of Human Services. Family Assistance Questions
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Tennessee Department of Human Services. Appeals – File an Appeal (SNAP, Families First, and Child Care Assistance Programs)
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Tennessee Department of Human Services. Child Care Payment Assistance
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Tennessee Department of Human Services. Child Care Certificate Program