Child Care Assistance in TN: Phone Numbers by Program

For child care assistance in Tennessee, the phone number is 1-833-772-TDHS (8347). That connects you to the One DHS Contact Center at the Tennessee Department of Human Services, which handles eligibility questions, application help, case status updates, and technical support for your online account. The center is open 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

Which Number for Which Question

Tennessee uses more than one number for child care, and the wrong one sends you to the wrong staff.

Use 1-833-772-TDHS (8347) for anything about your benefits: whether you qualify, how to apply, where your case stands, help logging into your account, or questions about a denial.¹

Use 1-800-462-8261 only to report a concern about a child care provider. That number is the Child and Adult Care Complaint Hotline, and the staff there do not handle eligibility or application questions.¹

If you prefer not to call at all, you have two other options:

The One DHS Customer Portal at onedhs.tn.gov, where you can apply for child care payment assistance, upload documents, check your case status, and file appeals.²
Your local TDHS county office, which you can visit in person during business hours to submit paperwork or get a dated receipt confirming delivery. If you don’t know which office serves your county, the 1-833 line can tell you.³

Have This Ready Before You Call

A productive call goes faster if you have the basics in front of you. TDHS asks for proof of Tennessee residency (a recent utility bill or lease works), income verification (recent pay stubs, or tax returns if you’re self-employed), proof that you’re working or in school at least 30 hours per week, each child’s birth certificate or other age and identity document, and information about your intended child care provider, including whether they are TDHS-licensed or Department of Education-approved.⁴

The 30-hour weekly threshold is the one that trips callers up. Every major Tennessee child care program, including Smart Steps, Transitional Child Care, and At-Risk Child Only, requires 30 hours per week of work, self-employment, education, or training combined. For undergraduate students the hours count toward the total; for graduate programs, only up to 6 hours per week count.⁴⁵

Know Which Program You’re Calling About

Tennessee doesn’t run a single child care assistance program. When you call, it helps to know roughly which one fits your situation so the conversation doesn’t start from zero.

Smart Steps is the broadest. It serves income-eligible working or student families with children from six weeks old through kindergarten entry. You don’t need any other TDHS benefit to qualify.⁴
Transitional Child Care (TCC) runs for up to 18 months after a Families First cash assistance case closes.⁵
At-Risk Child Only (ARCO) covers guardians in Families First child-only cases, typically grandparents or other relatives raising a child.⁵
Families First Child Care serves parents currently receiving Families First benefits who need care to complete activities in their Personal Responsibility Plan. Family Assistance staff determine eligibility first.⁵
Teen Parent Child Care helps income-eligible teen parents who are enrolled in and attending high school, including emancipated teens.⁵
SNAP Employment and Training Child Care is for parents in the SNAP E&T program run through the Tennessee Department of Labor and Workforce Development.⁵

Income limits for most programs are set at 85% of the State Median Income for your family size. For a family of three, that’s $6,112 per month; for a family of four, $7,277.⁶ The call center can walk you through where your household falls and which program is the right fit.

Calling About an Existing Case

If you’re checking case status, responding to a request for more documents, or asking why your application was denied, the 1-833 line is still the right starting point. Have your case number or Social Security number ready. If you decide to appeal, you can do it 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 the Appeals and Hearings Division in Nashville. The Appeals Clerk’s Office can also be reached by email at AppealsClerksOffice.DHS@tn.gov.⁷

If you’re unsure why you were denied, call before you file. Ask for a clear explanation of the reason. That one call often tells you whether you need to appeal or simply submit a missing document.⁷

1
Tennessee Department of Human Services. Contact Us
2
Tennessee Department of Human Services. Apply Online Services
3
Tennessee Department of Human Services. Family Assistance Questions
4
Tennessee Department of Human Services. Child Care Payment Assistance
5
Tennessee Department of Human Services. Child Care Certificate Program
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Tennessee Department of Human Services. Income Eligibility Limits and CoPay Chart
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Tennessee Department of Human Services. Appeals – File an Appeal (SNAP, Families First, and Child Care Assistance Programs)