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Processing proof of a child's birth 007-07030080

For appropriately trained Families and Child Care processing staff only.

This document explains what to do when proof of a child's birth is scanned to a customer's record.

On this page:

Process proof of a child's birth

Action the Add Newborn activity

Finalise Add Newborn activity

Process proof of a child's birth

Table 1

Step	Action
1	Check date of receipt Date of Receipt Code and process Work items using the correct date of receipt. This date can differ from the 'capture date' for confirming the date of a claim that has been scanned. Staff can confirm the correct date using the Documents icon in Process Direct. This screen displays both the 'date of receipt' and the 'capture date'. The Resources page contains a date of receipt matrix.
2	Check claim status or intention to claim If the customer (or their partner): wants to complete Medicare enrolment only (not claiming payments), go to Step 3 lodged an FA081 proof of birth (POB) but there is no claim for the child, or the pre-birth claim has been rejected, go to Step 4 lodged an FA008 or Add Newborn activity for a deceased or stillborn child, see Table 2 > Step 6 has had their FTB/PPL claim for the child assessed pending proof of birth and has now lodged POB (and/or has lodged a post birth claim for the same birth event along with POB), go to Step 6 lodged a pre-birth online or paper claim for FTB/PPL that has been finalised as 'NEF', see Table 2 > Step 3 lodged a pre-birth claim online or paper claim for FTB/PPL that is not yet assessed, see Table 2 > Step 4 lodged a pre-birth claim and a post-birth claim for the same birth event, go to Step 8 lodged a post-birth claim online or a paper claim for FTB or PPL that is not yet assessed, see Pre-processing checks for standalone and combined claims for family assistance and/or Paid Parental Leave scheme payments. Procedure ends here lodged a Child Care Subsidy (CCS) claim only, see Table 2 > Step 5 has lodged a FTB/PPL claim and their partner is FTB/PPL current or PND POB, go to Partner of a Family Tax Benefit (FTB) customer claims family assistance and/or Parental Leave Pay (PPL) lodged a duplicate Add Newborn activity and is already receiving FTB/PPL payments for same child, see Table 3 > Step 5 For information about pre-birth/entry into care claim status, see Checking the status of an early claim for family assistance and Paid Parental Leave scheme payments. If the customer and partner both have claims assessed pending proof of birth and only one member of the couple has completed the Add newborn service or uploaded the fully completed FA081, go to Step 6.
3	Medicare enrolment only Customers can enrol a newborn for Medicare online. Customers can lodge an FA081 to enrol the child in Medicare. This includes the Medicare Safety Net and My Health Record. The FA081 must be complete and signed. The customer can also provide other acceptable proof of birth and lodge a Medicare Enrolment Application (MS004) form. The Resources page contains a link to this form. If the completed FA081 indicates to only register the newborn for Medicare: Cancel the families scan activity in Customer First. Make sure the Medicare Newborn Manual Enrolment (MAENROL) DOC remains open. If the original MAENROL DOC closes: create this manually for processing by Medicare make sure the Date of Receipt (DOR) matches the original MAENROL DOC. Use Fast Note – select Auto text, use Families > Update > Medicare Enrolment Check if the customer's partner already has a claim for payments. If yes, use the proof of birth to assess the claim. Note: customers claiming PPL must advise if applied to register the birth with their state, territory or agency Despite what the customer states on the form, Centrelink and Medicare can use this proof of birth. Procedure ends here.
4	No claim for child on record Check the FA081 to see if the customer wants to claim payments for their newborn child. Check their response to the PPL question and the Medicare-only question. When an FA081 is scanned to the customer's record, a Social Application (SOA) shell Work Item is generated. This SOA activity contains no information apart from: the CRN personal details, and the receipt date Relevant information will need to be manually updated within the Work Item using information from the scanned FA081 and any associated documentation. Where a scanned FA081 did not create a SOA activity, manually create a SOA shell via the Process Direct Landing page. If the customer lodged an FA081 and is: not FTB current and does not have a claim, go to Step 5 FTB current (FTB/CUR or FTB/CZR), and wants to claim PPL, go to Step 5 does not want to claim PPL (or rejected PPL) and has a complete FA081, reassess FTB by manually coding the provided details within the Add Newborn SOA activity, see Table 2 does not have a pre-birth claim and the FA081 is incomplete or needs more information go to Step 5 does not have a pre-birth claim or acceptable Proof of Birth (POB) (for example, FA081 back page), go to Step 5 If the customer is not FTB current and lodged other acceptable POB, contact to discuss claim options. Create a Q888. Use the letter template POB lodged and no FTB or PPL claim lodged. The Resources page also has a link to the letter Update the status of the SOA to ‘not required’. Record details on a Note/DOC Procedure ends here.
5	Customer claiming payments Call the customer to discuss claim options and invite them to claim payments for the child. If the customer is subscribed to Desktop Messaging, send a pre-call notification SMS through Desktop Messaging before calling them. For pre-call messages, allow a lead-in time of 5 minutes in case there is a delay sending the message. Before calling the customer, check the customer has registered or applied to register the birth with their state or territory agency. If the customer has not answered, or answered 'no', tell them Paid Parental Leave or Newborn Supplement cannot be paid until they have registered or applied to register the birth. Note: if an Australian birth certificate is supplied for child, this can be used as confirmation that the birth has been registered. If contact with the customer is successful: Encourage the customer to lodge an online claim. This is the preferred service offer. Make sure customers have 'active' online account access before asking them to claim online If unreasonable for the customer to claim online, issue a Claim for Parental Leave Pay and Family Assistance (FA100) Extra help is available for remote Indigenous customers making a claim Assisted Customer Claim (ACC) is available for families in crisis If the customer is not FTB current and has not yet claimed any payments, update the status of the SOA to ‘not required’. Record details on a Note/DOC If contact with the customer is not successful, check the address details and update if needed. If the customer lodged: an FA081, issue a Q776 letter Process Direct - using the Manual Letters workflow Customer First - using the FA081 Customer to claim Q776 guided procedure other acceptable POB: Create a Q888. Use letter template POB lodged and no FTB or PPL claim lodged. The Resources page also has a link to the letter. For more information, see Information requests for FTB and PPL claims, and Add Newborn and PPL change of circumstances activities update the status of the SOA to ‘not required’. Record details on a Note/DOC Make sure the MAENROL DOC remains open. If the original MAENROL DOC closes: create this manually for processing by Medicare make sure that the Date of Receipt (DOR) matches that of the original MAENROL DOC. Use Fast Note - select Auto text, use Families > Update > Medicare Enrolment Check if the customer's partner has a claim for payments. If yes, use the proof of birth for their claim. Discuss potential entitlement to another Centrelink payment (for example, Parenting Payment (PP)) with the customer or send a Q888 using letter template FTB potential entitlement to another payment. The Resources page also has a link. Procedure ends here.
6	Pre-birth claim details review Briefly review the pre-birth claim details and related documents to ensure eligibility has been assessed as expected and all required updates have been made. If there is reasonable doubt of the pre-birth outcome, additional information may be required prior to assessing the add newborn. For example: customer has been in receipt of income support payments and not reporting earnings for significant periods during the work test period customer not residing in Australia evidence of adoption or surrogacy arrangement. See Claiming payments for children entrusted to care as part of the process of adoption or surrogacy customer has failed to provide a reasonable estimate, see Helping families provide a reasonable annual income estimate for family assistance payments See Table 1 > Step 9 of Pre-processing checks for standalone and combined claims for family assistance and/or Paid Parental Leave scheme payments if this is required. Review the partner’s pre-birth claim details if they have also had their FTB/PPL claim for the child assessed pending proof of birth.
7	FTB/PPL claim assessed pending proof of birth Select the appropriate option below: Customers using the 'Add newborn child' service online or the 'Add child' service via the Express Plus Centrelink mobile app For customers whose pre-birth claim is pending proof of birth and who used the 'Add newborn child' service online or the 'Add child' service via the Express Plus Centrelink mobile app to provide child details and upload proof of birth. Go to Step 9 to complete Add Newborn activity updates. Customers who have not used the 'Add newborn child' service online or the 'Add child' service via the Express Plus Centrelink mobile app but their partner has Customers whose pre-birth claim is pending proof of birth and who have not used the ‘Add newborn child' or the 'Add child' service, but their partner has, can have their claim assessed using the details the partner has supplied in their Add newborn: Automatic processing of PPL will sometimes occur when the partner’s Add newborn is processed. If it has not, process the Add newborn manually Create a Social Application (SOA) shell with benefit type: Add Newborn from the Process Direct landing page. Use the same date of receipt that was used to assess the partner’s Add Newborn/FA081 Note: the Add Newborn/FA081 supplied by the partner cannot be used to finalise the customer’s PPL claim if it indicates the child’s birth has not been registered. Tell the customer proof of the child’s birth must be submitted separately for their own PPL claim. Go to Step 9 Customers who have not used the ‘Add newborn child’ service online or the ‘Add child’ service via the Express Plus Centrelink mobile app but now have a post birth claim lodged on the record Go to Step 8. Customers or their partners who have lodged a full FA081 If the customer or their partner have lodged an FA081, check that all questions have been answered in full. If: customer has indicated they want their newborn added to their Medicare card; this will need to be actioned by Medicare. Use Fast Note - select Auto text, use Families > Update > Medicare Enrolment. Make sure that the Date of Receipt (DOR) matches the FA081 lodgement date minimal questions have been missed and the child's name has been provided, collect the missing information over the phone. Assess the Add Newborn using the new information along with the information from the initial claim the customer has the original FA081, ask the customer to complete the missing questions and upload the fully completed FA081 If the FA081 is scanned on the partner’s record, the customer can have their claim assessed using those details. When an FA081 is scanned to a customer's record, a Social Application (SOA) shell Work Item is generated. This activity contains no information apart from: the CRN personal details, and the receipt date Relevant information will need to be manually updated within the Work Item using information from the scanned FA081 and any associated documentation. Where a scanned FA081 did not create a SOA, create a SOA with benefit type: Add Newborn via the Process Direct landing page. See Process Direct navigation, common screens and functions for more information. The Add Newborn can be assessed in the newly created activity using the information from the FA081 along with the information from the initial claim. Contact the customer if there are any concerns that their circumstances have changed since the initial claim was submitted. Go to Step 9. Lodged/uploaded FA081 with back page only, or without the back page and without child's name/details or only other acceptable proof of birth provided Contact the customer, send a pre-call notification SMS through Desktop Messaging before calling, and tell them: to access the 'Add newborn child' service online or the 'Add child' service via the Express Plus Centrelink mobile app and answer all questions displayed, or if the customer has the original FA081, complete it in full and upload all pages of the completed FA081 If contact is successful: Place the SOA on hold, reason Pending customer contact. See Information requests for FTB and PPL claims, and Add Newborn and PPL change of circumstances activities for further information Update the Progress of Claim DOC to advise outcome of discussion Note: if the customer provides the back page of the FA081 with the Doctor/Midwife section complete, but the customer section at the top of the back page is incomplete, the back page is acceptable proof of birth providing the full serial number is also included. If the customer is not available: Send a Q888 to request the missing information. Use the letter template FTB PPL claimants pre-birth - request for information. The Resources page also has a link Update the Progress of Claim DOC with the information requested Place the SOA on hold, reason Pending customer contact If the customer provides the requested information within the required time, go to Step 9. Where proof of birth is not provided, the claim will automatically NEF-POB 56 days after the nominated start date. The status must be changed to ‘Not Required’ for the SOA created when FA081 lodged and customer has not completed ‘add newborn service’ online or provided FA081 in full. Procedure ends here. Note: if the requested information not provided is due to a secretary initiated review of decision of the pre-birth PPL claim, change the Add Newborn activity status to 'Not Required'. Reassess and reject the pre-birth claim with the relevant rejection code. See Not effective, rejection or withdrawal of claim for Parental Leave Pay (PPL).
8	Pre-birth claim and Post-birth claim lodged for the same birth event Pre-birth claim for FTB and/or PPL submitted but not yet processed, post-birth claim also submitted for the same birth event but not yet processed: Mark the pre-birth claim as Not Required Process the Post Birth claim. See Pre-processing checks for standalone and combined claims for family assistance and/or Paid Parental Leave scheme payments Procedure ends here Pre-birth claim for FTB and/or PPL assessed pending proof of birth, post-birth claim also submitted for the same birth event but not yet processed: Mark the post-birth claim as Not Required Create a Social Application (SOA) with benefit type: Add Newborn via the Process Direct landing page. See Process Direct navigation, common screens and functions for more information Action the newly created Add Newborn SOA using the information provided in the post-birth claim Go to Step 9
9	Pre-processing Add Newborn activity checks If customer and/or partner are only claiming FTB, see Table 2. PPL start date The system compares the PPL start date with the: Expected Date of Birth (EDOB), and Actual Date of Birth (DOB) The system will automatically update the start date, if required. Do not update the PPL start date if there are any days falls between the EDOB and DOB. Note: some customers change their Nominated Start Date (NSD): after their pre-birth claim has been assessed, and before their Add Newborn assessment has been finalised Staff can find this information via notes on the customer record or via the PPL Summary (P1FLX) screen. Complete the below sections as required. Relationship to child and P1CLM screen For a manually created SOA, the PPL Claim Details (P1CLM) screen is required to be updated with the details from the pre-birth claim If: an Approval Seeker was partnered when their pre-birth claim was lodged, and is no longer partnered when the Add Newborn is being processed, then check the relationship to child is the same as recorded from the pre-birth claim on the P1CLM screen If it is not, delete the provisional ‘Relationship to child’ update on the P1CLM screen. Automatic grant of partner’s PPL Where two customers: are partnered at the date of the Add Newborn is submitted, and both have lodged PPL pre-birth claims, including a combined FTB/PPL pre-birth claim, and both claims are linked with the same Approval ID, and the relationships between the claimants is either: birth mother - partner of birth mother adoptive parent - partner of adoptive parent, and both PPL claims are ASSessed - Pending proof of birth (PCB), and child’s birth has been registered on the Child Registration (CHR) screen, and proof of birth/placement is verified on the Change Child (CCH) screen then one customer provides proof of birth via an Add Newborn activity, and their PPL claim is granted the system will assess the same proof of birth for the partner and automatically grant their PPL claim If any of the above criteria is not met, automatic processing of the partner’s PPL claim will not occur. The partner’s Add Newborn claim will need to be processed manually. Note: check if the partner has claimed FTB as automatic processing does not occur for the FTB claim. Manually create a FTB NCL SOA to assess the FTB using the same Date of Receipt as the PPL Add Newborn activity. Automatic processing of the partner’s PPL claim will also not occur if the birth mother: lodges a PPL claim as a single person, and advises after the claim submission date that they were partnered to the child’s biological father on a date before the claim submission date The partner’s Add Newborn claim will need to be processed manually. Gaining parents in a surrogacy arrangement For Gaining parent in surrogacy arrangement, the Approval Giver’s claim needs to be processed first to ensure the correct outcome See Claiming payments for children entrusted to care as part of the process of adoption or surrogacy. Have both the Approval Giver and Approval Seeker lodged a PPL Add Newborn activity for a multiple birth? Yes, go to Step 10 No, see Table 2
10	PPL Multiple births When there is a multiple birth event, if both members of a couple have submitted the Add Newborn task, check PPL has been claimed for the same child. If the children recorded in the Add Newborn tasks are different, the Approval Giver’s (for example, Birth mother or Adoptive parent) Add Newborn must always be processed first. If the Add Newborn transaction completed by the Approval Seeker is not for the same child as the Approval Giver, the contact the Approval Seeker (for example, Partner of birth mother) to advise their PPL claim will be assessed on the child claimed by the Approval Giver in the Add Newborn transaction. Make 2 genuine attempts to contact the partner. Before calling, send the customer a pre-call SMS. If contact is successful, tell the customer: PPL can only be paid for one child from a multiple birth/adoption event their PPL will be assessed based on the child their partner has claimed for If contact is unsuccessful, document the Approval Seeker’s record including: that PPL is only payable for one child in a multiple birth/adoption event date and time of contact attempts Process the Approval Giver’s Add Newborn transaction. Auto processing will assess the Approval Seekers claim. See Table 2.

Action the Add Newborn activity

Table 2

Step	Action
1	Action the Add Newborn activity Before updating the Add Newborn activity, on the Transaction Summary (TS) screen, link the child and complete any partner updates. This action must be completed before selecting Process or the data load from the Add Newborn will not complete correctly on the customer's record. See Table 2 in Process Direct navigation, common screens and functions. Make sure the child details on the Newborn Child Declaration (FA081) or birth verification are correctly entered when creating the child record. Failure to do this may: result in a discrepancy between Medicare and Centrelink lead to a mismatch with the Australian Immunisation Register, and result in the creation of multiple CRNs Note: do not create a newborn child record in Process Direct outside of: an existing claim an Add Newborn activity, or associated non-new claim transaction If a child has been adopted or there is a surrogacy arrangement, a child record can be created in Customer First before linking to the customer, where directed by Operational Blueprint. Before selecting Process, check for an Add Newborn activity on the partner’s record: If the partner’s PPL pre-birth claim is already assessed and an Add Newborn activity is ‘In Process’ for the same child on the partner’s record, mark the Add Newborn activity as ‘Not Required’. See Process Direct navigation, common screens and functions for more information on changing the status of a work item If the partner’s pre-birth claim for FTB is already assessed and an Add Newborn activity is ‘In Process’ for the same child on the partner’s record, and an error prevents finalisation of the customer’s PPL Add Newborn activity: In Customer First, cancel the started FTB NCL activity on the partner record from the Activity List (AL) screen using reason ‘PPD’ In Process Direct, continue processing the PPL Add Newborn in the customer’s record Once the customer’s PPL Add Newborn has been finalised, the partner’s FTB Add Newborn must also be processed To action the Add Newborn activity: Select Process In the customer's record, check/update as appropriate the following screens from the SAP Warnings and Errors (SWE) screen: Child Claim Override (CHOC) for all payments claimed (including income support such as Parenting Payment Partnered for the customer/partner where appropriate). See Child Override/Claim (CHOC) screen Child Miscellaneous Circumstances (CHM) FAO Early Claims Summary (FECD) Medicare Information (MEI) For more information on updating these screens see Processing standalone and combined claims for family assistance and/or Paid Parental Leave scheme payments Concurrency limit exemption For a concurrency limit exemption, update the Parental Leave Pay (PPL) Aggregate Concurrent Days (P1DC) screen. For more information, see Paid Parental Leave (PPL) exemptions to the reserved entitlement and concurrency limit Claiming only the reserved entitlement of PPL If the customer is claiming only the reserved entitlement of PPL as an Approval Seeker and not claiming FTB, the provisional ‘In Customer Care’ line on the Child In Care (CHC) screen must be deleted. This prevents customers inadvertently defaulting to a ‘with child’ rate if they are claiming or receiving an income support payment, such as JobSeeker Payment, and a care/shared care assessment has not been completed. Note: if the customer has added an older child as part of their PPL claim the provisional ‘In Customer Care’ line on the older child’s Child In Care (CHC) screen must also be deleted. Updating child related screens In the child's record check/update as appropriate the following screens from CHTS on the SWE screen: Child Registration Details (CHR) Child in Care (CHC) Customer Person Details (CPDS) Shared Care Assessment (SCA) - FTB only Care Alignment Details Screen (CADDS) - FTB only Change Child (CCH) Child Relationships Details (CHRE) Newborn Supplement Questionnaire (NBSQ) - FTB only Residency task Selector (RETS) Travel Outside of Australia (TOAS) (view only) Country of Residence (CRES) Immigration Enquiry (RSIMME) Child General Circumstances (CHG) - FTB only For more information on updating these screens see Processing standalone and combined claims for family assistance and/or Paid Parental Leave scheme payments and Child update screens Complete all updates in the first initial ‘Add Newborn child’, including if the partner is FTB PND POB If an FTB current (FTB/CUR or FTB/CZR) customer/partner has claimed PPL only, assess FTB eligibility for the child within the Add Newborn activity, see Processing standalone and combined claims for family assistance and/or Paid Parental Leave scheme payments If there is a manual follow up (MFU) on the record that is preventing processing, action via the AL screen in Customer First. Has the Newborn Declaration form (FA081) been provided as the proof of birth for the child? Yes, go to Step 2 No, finalise the Add Newborn activity, see Table 3
2	Validation of serial numbers The Newborn Declaration (FA081) form includes a unique serial number. Cross check the serial number recorded on the Change Child (CCH) screen matches the number provided on the form. If the number recorded on the CCH screen is: incorrect and E235FY - The serial number is not a valid format is displaying, enter the correct serial number and continue processing correct but an error remains on the CCH screen that prevents the Service Officer from finalising the claim, refer the Customer Reference Number (CRN) to ICT using the FA081 Urgent Referral form. The Resources page has a link All details to assess the claim must be provided If inappropriate/insufficient detail are provided the referral will be returned to the initiating Service Officer DOC the record to advise the claim has been escalated, and any other relevant information Quality Management Application (QMA) instructions Where the FA081 has been uploaded and the Birth Serial Number field has not been completed on the CCH screen, Quality Management Officers (QMOs) are to: select one of the available non-proficiency impacting errors code the Birth Serial Number provide feedback to the Service Officer To finalise the Add Newborn activity, see Table 3.
3	Pre-birth claim finalised as 'NEF' If the Add Newborn activity is for PPL only, FTB only or combined PPL/FTB status - NEF/PCB: Using information from the pre-birth claim and the FA081 form, create a Social Application (SOA) in Process Direct, selecting the relevant claim type. See Process Direct navigation, common screens and functions for more information. Date of Receipt (DOR) will be the date the customer has supplied the new information For FTB see Not effective and rejection of claims for Family Tax Benefit (FTB)
4	Pre-birth claim lodged, not yet processed Select the appropriate option below. Paper pre-birth claim Using the existing Social Application (SOA) shell, the claim can be assessed as a post-birth claim using the information from the pre-birth paper claim (FA100/FA080) in addition to the fully completed FA081/Proof of birth. Determine the correct date of receipt (DOR) = Date proof of birth (POB) received Manually enter relevant claim data using the information from the pre-birth and post birth claims and Proof of Birth provided See Processing standalone and combined claims for family assistance and/or Paid Parental Leave scheme payments. Incomplete FA081 or only the back page has been provided If the customer has lodged: an incomplete FA081, contact them to collect the missing information the back page only of the FA081, contact them and ask to provide full FA081 or complete the Add Newborn online service (if prebirth claim has been assessed) If the customer cannot be contacted, issue a written request, using the relevant text from FTB_PPL claimants pre-birth - request for information or pre-birth not yet processed. If the customer lodged a full FA081 with missing information, print the FA081 lodged and send this with the request. The Resources page also has a link to the letter. Place the SOA on hold, reason Pending customer contact and update the Progress of Claim DOC with the information requested. See Information requests for FTB and PPL claims, and Add Newborn and PPL change of circumstances activities for further information. Online pre-birth claim Paid Parental Leave (PPL) claiming under exceptional circumstances If a biological father or partner of the birth mother has submitted a prebirth claim and has now provided proof of birth and evidence of exceptional circumstances prior to processing, additional checks are required. See Eligibility for Parental Leave for children born or entering care on or after 1 July 2023. Attempt to contact the claimant to determine if the claim has been incorrectly made. Before calling Desktop Electronic Messaging Capability (DEMC) may be used to advise the customer they will be receiving a phone call. See Centrelink letters online and Electronic Messaging. If the claim was incorrectly lodged, help the claimant to withdraw the claim. See Withdrawal of claims. Otherwise, process the pre-birth claim as a post birth claim in Process Direct. To do this: regenerate the claim change the status of the online pre-birth claim to Not Required: go to the Transaction Summary (TS) screen select Status select Edit in the Change Status dialogue box, select Not Required select Save cancel the started claim new claim activity: go to the Activity List (AL) screen Select Cancel Select OK to confirm cancellation create a Social Online Application (SOA) shell using the details from the pre-birth claim and proof of birth. Select the relevant claim type (Paid Parental Leave, Family Tax Benefit or Combined Families claim). See Process Direct Navigation, common screens and functions for creating a SOA shell Note: determine the correct date of receipt (DOR) = Date proof of birth (POB) received. Contact the customer if there are any concerns that their circumstances have changed since the initial claim was submitted. See Processing standalone and combined claims for family assistance and/or Paid Parental Leave scheme payments for assistance with manually coding the relevant screens within the SOA shell. Other scenarios The Resources page contains a date of receipt matrix for all other scenarios. Record action details on a DOC.
5	CCS only claim If the customer has submitted combined claims (CCS and FTB/PPL), the child adding and linking processes must be completed as part of the Families legacy claim process. See Pre-processing checks for standalone and combined claims for family assistance and/or Paid Parental Leave payments. Procedure ends here. Customers whose child does not have an existing record and have submitted a standalone CCS claim with acceptable proof of birth, see Helping customers provide proof of a child's birth for family assistance, Child Care Subsidy (CCS) and Paid Parental leave scheme claims. For customers providing the following as proof of the child's birth: a completed paper FA081 or birth certificate an incomplete FA081, or the back page of the FA081 only the child will need to be added in a separate activity. See Linking a child to a customer's record. Note: where the FA081 is used to verify the child's date of birth, the unique serial number must be coded. In Customer First, complete the families scan activity. If the customer has lodged a fully completed FA081, make sure the MAENROL DOC remains open. If the original MAENROL DOC is closed: create this manually for processing by Medicare make sure that the Date of Receipt (DOR) matches the original MAENROL DOC. Use Fast Note - select Auto text, use Families > Update > Medicare Enrolment Procedure ends here.
6	FA008 lodged or Add Newborn activity for a deceased or stillborn child All family assistance payments and PPL bereavement new claims, including Claim for Bereavement Payment (FA008) and a claim in substitute for a deceased person (FA008M/FA100/FA048), will be processed by the Double Orphan Pension (DOP) and Bereavement Smart Centre Processing Team. These work items are allocated for priority processing. If allocated an FA008 or Add Newborn activity for a deceased or stillborn child, contact the Bereavement/Double Orphan Pension Helpdesk. The Resources page also contains a link to contact details. Procedure ends here.

Finalise Add Newborn activity

Table 3

Step	Action
1	Assess the Add Newborn activity In the customer's record: Resolve edits or errors, and assess the Add Newborn activity After completing all required updates, return to the SWE screen to view errors, warnings and messages in the Message Log. These need to be addressed to finalise the claim Select Question mark to launch Roxy the Digital Assistant (DA) Enter the error message into the DA for help. See Process Direct navigation, common screens and functions for more information Once all errors have been addressed select Assess Are MNGS updates required? Yes, go to Step 2 No, go to Step 3
2	Maintenance Review both sections below. Maintenance coding Maintenance coding in Process Direct is performed on the Maint Ent Grp Summary (MNGS) screen. This screen is a post assess screen, which means all other claim updates will need to be completed before making updates to MNGS. Before updating MNGS complete all claim updates and select Assess on SWE screen. If a new maintenance group is required, an error shows on SWE after selecting Assess. Go to the MNGS screen and code the necessary updates If other updates are required on MNGS screen for children already grouped, go to the MNGS screen from the ELD screen after selecting Assess Once updates are complete, go to the SWE screen and select Assess again to go through to the ELD screen and continue to finalise the claim as per Step 3. Note: if additional updates are made after navigating to ELD the updates on MNGS will need to be coded again before finalising the claim. Child support details for an FTB child from a previous relationship: Make sure children are grouped correctly on MNGS screen. Further information on coding is provided in the steps below If there is a requirement to obtain child support, a Maintenance Action Requirement letter will automatically issue to the customer if they are in the 13 week (91 day) DMA (deciding maintenance action) grace period when the FTB claim is granted. In most cases, a customer will be given an automatic DMA period of 13 weeks (91 days) for a child from the relevant date of event. A manual workaround may be required to simulate a DMA period for the customer In Process Direct, go to MNGS screen. Select the relevant child using the drop down option, go to Maintenance Action Results (MNMA) table. On MNMA table, if the DMA period has not simulated correctly, escalate the record to ICT via existing protocols. See Maintenance Action Test (MAT) for FTB customers If an exemption from seeking maintenance action has been requested, or a child has re-entered care and an exemption was previously recorded for the child. See Exemptions from seeking child support for Family Tax Benefit (FTB) customers For shared care, Child Support will register one child support case instead of 2. See MAT for customers with shared care Update maintenance details Customer has indicated they have taken action to obtain child support. Update maintenance data using current procedures. See MAT for FTB customers. Go to MNGS screen. Check that all children are correctly grouped according to child support entitlement. Before creating a new group, check if the child should be placed in an existing group. When adding a child, the preference is that the child is placed in a: group that child's other parents name against it (option 1) group with any full sibling (option 2), or new group if the above options do not exist Only one current relationship or non-biological group can be created. A separate entitled group must be created for each paying parent. Creating a new group Go to MNGS screen in the FTB customer's record A warning will show about disclosure of MNGS information, after reading the warning, select Close Select Add to create a new Maintenance group. Note as above this will only activate once Assess is selected for the first time Select the Group Type Code Select Save Manage child grouping Select Manage Child Grouping In the Manage Child Grouping dialogue box, in the From Group table, select either the customer or the partner, select the Group ID Select the child from the Child List table From the To Group, select the customer or partner, select the Group ID Select Move To remove a child from a group Select Manage Child Grouping In the Manage Child Grouping screen, in the From Group table, select the customer or partner, select the Group ID Select the child from the Child List table Select Delete Go to SWE and select Assess.
3	Check the outcome If payments have been reassessed when processing the Add Newborn activity, investigate the reassessment via: Assessment Consequences (ASC) screen for debt details. If PPL is granted from a date in the past, an income support payment (ISP) debt may be calculated as PPL is treated as income for ISP the Daily Rate Component (RAC) screen for details on debts, adjustments or arrears Inhibit letters if necessary (for example, FTB letters for a customer who is deceased should not be generated): From the Entitlement (ELD) screen, go to the Action (ASC) screen Go to Letter Action column Select the drop down option for the Benefit Type Select Inhibit Letters Check if a manual adjustment is required If the negative adjustment is an excess payment or is not a legally recoverable debt, the negative adjustment amount can be manually changed. To make adjustments to an overpayment or arrears from the ELD screen: Zero negative adjustment: Go to the RAC screen Identify which Rate Component Line requires adjustment Enter the amount in $ Man Adj field next to the daily rate component Select the appropriate reason code, for example, ADJ Zero all adjustment boxes Repeat steps for all periods that require adjustment Select Update Reduce negative adjustment: Go to the RAC screen Identify which negative adjustment line(s) require correction Enter the amount in $ Man Adj field next to the daily rate component Repeat steps for all periods where the negative adjustment requires correction Select the appropriate reason code Select Update Adjust Arrears: Go to the RAC screen Identify which arrears adjustment line(s) require correction Enter the amount in $ Man Adj field next to the daily rate component Repeat steps for all periods where the arrears adjustment requires correction Enter the appropriate reason code for the manual adjustment Select Update If the outcome is not as expected, for example, customer has been assessed as eligible when the claim information indicates they do not meet the eligibility criteria, thoroughly review the add newborn and pre-claim details to ensure these have been recorded as expected. Select Finish once satisfied with the outcome.
4	Recording the outcome of the Add Newborn activity A finalisation DOC template displays with the details of the Add Newborn activity outcome, relevant dates and sections of the relevant Act. Record any additional details in the Finalise window Select OK To close relevant scans, select the associated scans and select Save Note: if completing the Add Newborn activity for the customer results in partner’s PPL being assessed, a Note will automatically be created on the partner’s record. Annotate this Note with further information of the outcome. Close all duplicate FA081, 'child' and any other relevant scan activities.
5	Duplicate Add Newborn activities lodged by customer and/or partner Once all payments for the child have been assessed, check the Transactions icon in both the customer and partner’s (if applicable) records for any duplicate Add Newborn activities. If any Add Newborn activities are ‘In Process’ for the same child, update the status of the Add Newborn activity to ‘Not Required’. As they are not a claim, they are not to be processed. This includes where a customer’s PPL has been automatically granted when their partner’s PPL Add Newborn activity is processed and if a SOA activity has been created due to customer lodging a FA081 in addition to the Add Newborn activity. See Process Direct navigation, common screens and functions for more information on changing the status of a work item. Is the customer and or their partner receiving an ISP? Yes, go to Step 6 No, procedure ends here
6	ISP customers granted PPL PPL is treated as income for ISP. Granting PPL may have resulted in a reduced ISP rate, an employment income nil rate period or ISP cancelling. If PPL is granted from a date in the past, an ISP debt may have been calculated. Attempt to make one outbound contact to affected customers to discuss potential payment impacts claiming PPL will have on their income support payment. Where appropriate, the customer may change their first nominated PPL day to another date in the future to prevent being overpaid their income support payment. If the customer is subscribed to Desktop Messaging, send a pre-call notification SMS through Desktop Messaging before calling them. For pre-call messages, allow a lead-in time of 5 minutes in case there is a delay sending the message. If contact is unsuccessful complete processing and action the debt shell. See General debt raising information. To enable ISP entitlement to be followed up at the end of the PPL period, in Customer First create a review DOC on the ISP customer's record. Use Fast Note - select Auto text, use Families> Claims> PPL income and ISP. Add the appropriate PPL keyword and the payment type as per the keyword information provided on the Resources page in Processing standalone and combined claims for family assistance and/or Paid Parental Leave scheme payments. Select DOC on AL screen and enter the PPL end date + 1 in the Resubmit date field to put the started DOC activity on hold until the end of the PPL period. See Resumption of income support payments (ISP) after the end of Parental Leave Pay (PPL). If customer and/or partner are: receiving Youth Allowance (YAL) under 22 years of age the natural or adoptive parent of a child Create a Fast Note to have an independence review completed - select Auto Text, use Generic > Update > YA independence assessment – PCH.