ACP FAQs

Don't see the answer to your question? Contact the ACP and we'd be happy to help! Email acp@state.co.us or call 303-866-2208.

Enrollment and Re-Enrollment

How can I get enrolled in the program?

You must start by meeting with an Application Assistant. The Application Center Locations page has a list of certified Application Assistants. They are alphabetically listed by county. The Ubicaciones de Centros Solicitudes page has a list of Application Assistants that can provide services in Spanish. Application Assistants are not ACP staff; they are professionals of different agencies.

The Application Assistant will explain the program. They will also determine whether you are eligible. If they conclude that you are an appropriate fit for the program, they will complete an application with you. They will submit it to the ACP and the ACP will then process the application. Then, the ACP will process the application. Applications currently have a 2-week processing time.

Once the ACP processes your application, you will receive confirmation of enrollment and a Welcome Folder of materials.

• A handbook that helps you navigate the program
• Documents that confirm you are in the program
• A guide on how to safely sign up for utilities
• Information on DeleteMe
• Other guides that help you keep your information secure

How do I renew my enrollment as a program participant?

If you are currently in the program and have not been cancelled, you may renew your enrollment by submitting a Change Form to the ACP. It is important to know your expiration date so that you do not miss your renewal. This date is on the front of your authorization card. One month before expiration, ACP staff will attempt to contact the primary participant of that household, using the contact information on file. Notify the ACP staff if your contact information changes so that your renewal period is not missed.

When the ACP provides you with a Renewal Notice, you will receive a Change Form. You must submit the Change Form by the date listed on the Renewal Notice. Once received and processed, the ACP will renew program enrollment for another 4 years. All participants and co-applicants will receive new Authorization Cards with a new expiration date.

I missed the deadline to renew my participation and still want to be in the program. What can I do now?

If you missed the deadline and have been cancelled from the program, you have a 30-day period to appeal your cancellation. You should first receive a Notice of Cancellation, which is provided via email and mail. The Notice of Cancellation includes a Cancellation Letter, Appeal Form, and Change Form. If you choose to appeal your cancellation, you must submit the Change Form and the Appeal Form to the ACP.

If you miss the deadline to appeal your cancellation, you must begin the enrollment process again. You will need to meet with an Application Assistant to re-enroll in the program. There may be a chance that you can keep the same apartment number for your Substitute Address. This depends on how soon you re-enroll after being cancelled.

Household Changes

What information must be reported to the ACP by participants when changed?

Participants must inform the ACP of changes to their household. Changes that are not reported to the ACP may result in program cancellation. You must report changes to the ACP through a “Change Form.”

Through Change Forms, participants can:

• Reflect a new phone number
• Report their new actual address
• Request a new mailing address
• Add another co-applicant
• Remove a co-applicant
• Reflect a legal name change

Participants receive a copy of a blank Change Form in their Welcome Folder. You can request additional copies from the ACP if needed.

I'm a participant. How do I inform the ACP that my information has changed?

Locate the Change Form in the Forms Packet that came in your Welcome Folder when you were first enrolled. At the top of the form, use the checkboxes to select the elements that are changing (name change, address information change, etc.). Fill out the section that corresponds with the information you are changing and reflect the new information. Sign the form and send a copy to the ACP at acp@state.co.us.

If you cannot find your Forms Packet, contact the ACP to request a Change Form. ACP staff can provide you an option to complete the form digitally.

I just had a baby or have someone new living in my home. How do I add them to my ACP household? Do I need to provide any proof/documentation?

In order to add anyone to your household please submit a completed Change Form to the ACP listing the new addition as a co-applicant. If you need a Change Form, contact the ACP by phone or email. We do not require any further documentation for newborns. Adult co-applicants must provide their consent to join the program. For minors joining the program, we must have their guardian’s consent.

Using the Substitute Address

Do participants need to use their substitute address everywhere?

We encourage participants to use their substitute address wherever possible. However, no, they are not required to use their substitute address everywhere. The substitute address is a safety-planning tool. Participants should use it according to their needs. They can decide where and how it makes sense for them to use it. The more comprehensively a participant uses their substitute address, the more effective their safety plan will be.

How do agencies or state and local government bodies know to use the substitute address?

The participant must tell that agency they are in the ACP. The participant will need to share their substitute address, too. The participant can present their ACP Authorization Card. Agency officials may photocopy the Authorization Card for their records. Once a participant offers proof that they are in the program, that agency should use the substitute address.

The ACP does not notify different agencies that someone has enrolled in the program. 

Can participants use their substitute address in the court system?

Yes, they may. The substitute address can be used in the court setting and reflected in court records. The ACP encourages participants to access legal advocacy if there is an existing or pending court action. Participants may contact the ACP for information about affordable legal support.

Can participants still vote in the district where they live?

Yes, participants may still vote in the district where they live. If you are a participant and want to vote, while still keeping your information secure, you may register as an ACP Voter. This is a free process and different from Confidential Voter registration.

You should have received a Welcome Folder after you were enrolled. In this folder, you can find the ACP Voter Registration Application. There is also a document that starts with, "Before You Register to Vote." The second document has the contact information for your Election Official. Each county has its own Election Official that registers ACP Voters.

The ACP refers to different address types. What do they mean?

Your “actual address” is your physical location and residential address. This is where you actually live. This is the address that is protected by the ACP and should not be reflected in public-facing records.

Your “substitute address” is the address provided to you by the ACP. This is the address that can be used to protect your true location. Participants have the right to use the substitute address in public records, reducing the risk that their actual address is found. Participants may provide the substitute address to various offices, agencies, and people who send them mail. Then, mail that goes out from those offices should be addressed and delivered to the substitute address. The ACP will then forward that mail to the participant.

Your “mailing address” is where you want the ACP to forward your mail. Some participants choose to have their mail forwarded from the ACP to their home address. Other participants prefer that the ACP sends their mail to a PO box or other location.

A participant is using their actual address in some records. Will they be cancelled from the program?

No, they will not be cancelled. Participants can pick and choose how and where they use their substitute address. The substitute address is meant to be a safety tool. While we encourage people to use it wherever possible, we also trust participants to use the substitute address in a way that meets their safety needs.

Are there times when a participant must disclose their actual address?

Yes, there are times that a participant will need to share their actual address to various professionals/offices. However, that information should not be reflected in that office’s records.

For example, a DMV will require a participant’s actual address for certain things. The DMV needs this address in order to calculate any taxes or fees when titling or registering a motor vehicle. The DMV will collect the payment. Then, the DMV protects the actual address in their records/system. Only the substitute address will be listed in the record available to the public.

The substitute address cannot be used in some situations. It cannot be for used for the purposes of listing, appraising, or assessing and collecting property taxes. It also cannot be used on any document related to real property recorded with a county Clerk and Recorder.

If participants register to vote as ACP Voters, they must share their actual address. This is necessary for the participant to receive the right ballot. Each county has 1 or 2 Election Officials that specifically register ACP Voters. Only these Election Officials will have access to the participant's actual address. The address will not be reflected in voter records or available to the public.

If a participant requires in-home services or any type of home visit (such as in-home healthcare), they must provide their actual address.

Additionally, private entities are encouraged, but not required, to accept the substitute address.

Mail Process

I want to get mail through the substitute address. How do I do that?

If you are a program participant, you have a unique substitute address with a unit number. If there is an office, agency, or person that sends you mail, inform them of your new substitute address. Then, when they send mail to you, the envelope should reflect your substitute address. Your mail will be delivered to the substitute address, where the ACP will receive it on your behalf. The ACP will then repackage your mail and forward it to your home or mailing address.

As a participant, where does my mail go?

Mail starts by being sent out from different agencies to the substitute address, which is the location of the ACP office. Once your mail comes to the substitute address, State employees complete safety checks. Then, your mail is sorted, without being opened, according to the apartment number of the substitute address. Once sorted, the mail is repacked and sent to the appropriate household. If you use a mailing address that is separate from your home, the ACP will send your mail there. Otherwise, mail will go to your actual address. If you would like to change where your mail goes, please submit a Change Form to the ACP.

Can participants come to the ACP office to pick up their mail?

No, participants should never come in-person to the ACP office. Remember, the ACP office is the location of the substitute address. There are thousands of people in the program using the substitute address. This also means that there are potentially thousands of violent parties, offenders, and abusers who have access to this address. It is not safe for program participants to come to the ACP office for this reason.

Are packages forwarded by the ACP?

No. With the exception of bank checks and license plates, packages are not forwarded by the ACP. No other exceptions can be made. Packages sent to the ACP will be returned to the sender and the ACP is not responsible for packages sent to the substitute address.

Can participants safely receive packages?

Yes. Packages that are sent to the ACP substitute address are returned to the sender. But, there are still ways that program participants can safely receive packages. For safety reasons, we try not to publicly share this information. Please review your Participant Handbook or reach out to ACP staff for more information.

Should I, a program participant, complete a Change of Address form with the Postal Service/USPS?

It depends. If you have recently relocated, you can complete the Change of Address form. On the form, you can list your old residential address under “old mailing address.” Then, list your ACP substitute address under the “new mailing address” section.

Do not list your current residential address under “old mailing address” or under “new mailing address.”

Does the ACP re-route mail?

No. If a piece of mail has already been sent out addressed to your home or other mailing address, that piece of mail will be delivered to that location. The ACP does not re-route mail that has already been sent. The ACP receives mail that is addressed to the substitute address, then repackages and forwards that mail to your home or mailing address.

Other Participant Questions

I am a participant and have lost my Authorization Card. Can I get a new one?

Yes, Authorization Cards may be replaced for free. Contact the ACP by phone at  303-866-2208 or email at acp@state.co.us to request a new card. Please provide your name and the apartment number of your substitute address.

Application Assistant Certification

Who can be certified as an Application Assistant?

You can be certified as an Application Assistant if, in your work or volunteer role, you:

• Provide direct services to victim-survivors of violence
  OR
• Are a protected healthcare worker

 

To become certified, you must complete the steps on the Become an Application Assistant web page.

I am certified as an Application Assistant and am switching workplaces. Can I keep my certification?

Typically, yes, Application Assistants can transfer certification to their new workplace. You can still be certified if:

• You provide direct services to victim-survivors of violence
  OR
• You are a protected healthcare worker

Please notify the ACP of your new information. Complete the Application Assistant Agreement as a Change of Information to do so.

I'm a certified Application Assistant. Where can I find my Registration Number?

When you became certified, you received an email titled, "Welcome to the ACP." Your Registration Number is reflected in this email. If you requested a Certificate of Training, your Registration Number is on this document. You can also contact the ACP for this information.

I was certified as an Application Assistant before and I'm not sure if I'm still certified. How can I find out?

Certification is good for 2 years at a time. If you have not renewed your certification, you have likely been cancelled. However, you can contact acp@state.co.us with your first and last name to confirm if this is the case. If you’ve been cancelled, you can renew your certification. 

How can I renew my certification as an Application Assistant?

One month before your certification ends, you will receive an email notification. This will include the steps to renew your certification. You must complete an Application Assistant Agreement as a Renewal. If your certification has lapsed, you will need to submit a Skills Assessment with a score of 100%. You will have the same Registration Number once your certification renewal is complete.

Completing Applications

How can I get more ACP materials in my office?

Materials can be sent as requested. You may request applications, brochures, or other physical materials by emailing acp@state.co.us.

Where do I send completed applications?

Applications must be submitted by a certified Application Assistant. Completed applications may be sent:

• via email to acp@state.co.us
• via fax at 303-866-3946
• via mail addressed to the ACP at 1001 E. 62nd Ave. Denver, CO 80216

Should I send in completed applications for people who are not eligible?

No, do not send in applications if the client is not eligible. You should only submit applications if you have determined that the person is eligible and an appropriate fit for ACP enrollment.

Eligibility

Can the ACP make exceptions to the eligibility requirements in unique circumstances?

The eligibility requirements are declared in the Colorado Revised Statutes. These are legal requirements and cannot be changed on an individual basis.

However, the statutes have a few options for eligibility. Enrollment may be appropriate for people in a variety of circumstances.

If you are unsure if someone is eligible or not, please contact the ACP to help with your determination.

My client has not relocated and does not plan to relocate. Are they still eligible?

No. Relocation is a requirement by law. The applicant must have either relocated in the past 90 days or have the intention to relocate in the future. Remember, their future relocation does not have a required timeline.

A participant is using their actual address in some records. Will they be cancelled from the program?

No, they will not be cancelled. Participants can pick and choose how and where they use their substitute address. The substitute address is meant to be a safety tool. While we encourage people to use it wherever possible, we also trust participants to use the substitute address in a way that meets their safety needs.

Can children be enrolled in the program?

Yes, children may be enrolled in the ACP. Consent of the child’s guardian is required for their enrollment. Children may be enrolled as co-applicants if they are living in the same home as an eligible participant. Children can also be enrolled as the primary individual eligible. In the latter case, please contact acp@state.co.us or 303-866-2208, as the applications are filled out differently.

General Questions

What information must be reported to the ACP by participants when changed?

There are a few ways that professionals can support program enrollment. 

1. Applications must be submitted by a certified Application Assistant. You might be eligible for Application Assistant Certification. Then, you can support your client directly. Visit the Become an Application Assistant web page for more information.
2. If you do not want to become an Application Assistant, you can still help your client. You can help them get connected to a certified Application Assistant listed on the Application Center Locations page. We have a similar list of locations with advocacy in Spanish on the Ubicaciones de Centros de Solicitudes page.
3. You can provide documentation to support your client's application. The ACP requires documentation that confirms program eligibility. This is submitted alongside an application. The ACP can accept letters that are written by a variety of professionals.

If you provide direct support to this individual as a victim-survivor of violence, you can write a letter of support. Additionally, if you can confirm that they are seeking or providing protected healthcare, you may be able to write a letter of support.

You can use this Sample Evidence Letter as a guide to write a letter of support. Provide your letter to the Application Assistant or to your client.

I this Witness Protection?

No, the ACP is not Witness Protection. 
The ACP:
 

• Provides a legal substitute address to use in public records as the home, work, and school address of enrolled participants
• Completes mail forwarding

The ACP does not provide:
 

• legal name changes
• new identities
• relocation funds

Professionals Interacting with ACP Participants

How can I learn more about the ACP and how it impacts my work?

The ACP can provide informational training for free, as requested. These trainings may be modified to provide information specific to your agency’s work and clientele. Visit the ACP Training page to learn more and request training. You may also visit the Government Compliance and Best Practices for Private Businesses pages.

I work for a school district. How can I confirm that an ACP family is appropriately enrolling their child into this school district?

You can complete the Request for District Eligibility paperwork. Submit this to the ACP at acp@state.co.us for processing.

The ACP can also facilitate transferring school records from an old school to a new school, if the parent would like the ACP to do so. You can find more information under the “Schools” section of the Government Compliance web page.

I need to deliver court documents or complete a Service of Process, but the party is an ACP participant. What should I do?

You should serve the documents at the ACP Office location: 1001 E. 62nd Ave. Denver, CO.

The ACP acts as the legal agent to receive services of process on behalf of active ACP participants. You can deliver the service Monday through Friday, 9 a.m. until 3 p.m. Please contact the ACP by phone or email before arriving at the office. The ACP can verify that the documents you need to serve can be accepted.

I work for Law Enforcement and require an ACP Participant's actual address for an investigation. What can I do?

Members of Law Enforcement can complete the Emergency Disclosure Process. This process can be used if the participant’s actual address is required for a specific:

• Trial
• Investigation
• Proceeding

This process is described in full on the Government Compliance web page. Under the “Law Enforcement” section, you can find the form for this process.