If she has asked her ex- to split the account and he's not replying or cooperating, she will need to get a lawyer to file a judgment. If he is willing to cooperate, they can speak with the plan administrator about the process of dividing and rolling over the ex-wife's share of the account; depending upon what they learn, they may want to enlist the help of a lawyer.

If her ex- is not cooperative or the division turns out to be too complex for them to figure out, and if she was represented by a lawyer for the divorce, she should speak to her lawyer. In my humble opinion, the division of the retirement account (or at least the entry of orders that can be served upon the plan administrator to give effect to the division) should have been completed before the lawyer withdrew from the case. If she prefers not to work with that lawyer or that lawyer is not available to help, she should consider taking the judgment to another family lawyer for review and assistance.