Processing Manual Follow-ups (MFU) for Families 007-13040000

Check for any rate change that may need to be performed. For example, child change in age, updated income entered on record and reassess the rate of Family Tax Benefit (FTB).

Action:

• Refer to Non NSS systems coding for manual rate of payment

Note: Double Orphan Pension (DOP) manual rates should only be actioned by the DOP team.

Action:

• See Death of a family assistance or Paid Parental Leave scheme customer for details of action required

If another customer has claimed payments in respect of the child/ren since the date of death, cancel the MFU, no further action required.

FTB may be cancelled whereabouts unknown (CAN-WUK). New address has now been provided and FTB should be restored/re-granted if applicable.

Action:

• See Restoration of Family Tax Benefit (FTB)

This MFU is created when a partnered customer advises a change of address and only the customer's address is updated.

Action:

• Confirm the partner's address, update if required and finalise MFU

The same TFN has been recorded on more than one customer record.

Action:

• Obtain Customer Reference Number (CRN) of alternative record via MFU on Activity List (AL) screen
• Investigate records to identify if they are the same
• If the same customer, follow instructions in Centrelink customer has multiple Customer Reference Numbers (CRN) and if necessary run the Multiple CRN referral Fast Note and finalise MFU
  • Note: if there is a DOA DOC recorded by Region Code NA8, this step is not required and the MFU can be finalised
• If not the same customer, contact the customer to obtain the correct TFN details, update their record and finalise the MFU

This MFU is created after a FTB and/or PPL claim has been processed, and an 'open' early claim line still exists on the FAO Early Claims Summary (FECS) screen.

Action:

• Obtain the child’s CRN by navigating to the Child Selection (CHS) screen and ‘S’ elect the relevant child
• ‘S’elect the MFU from the Activity List (AL) screen and go to the FECS screen
• 'S'elect the open claim line and on the FAO Early Claim Details (FECD) screen:
  • enter the child's CRN in the CRN: box
  • 'C'orrect in the box next to the Child Ref ID: field
  • Select Continue
• Finalise the MFU

Note: if the open claim line relates to a multiple birth, only one child CRN can be entered.

Check the customer has been assessed for all benefits claimed.

If FTB has not been assessed:

• To reassess payments for a FTB CUR customer to include a newborn, see Reassessment of Family Tax Benefit (FTB) for a current customer where an additional child enters care in the current or previous financial year
• For all other scenarios, appropriately trained Families and Child Care processing staff, see Processing proof of a child's birth

If PPL has not been assessed:

• Non-FCC processing staff:
  • Refer for reassessment. Use Fast Note - select Auto text, use Families > Claims > Reassess REJ/NEF – PPL/FTB
  • Advise in the Fast Note that entitlement to PPL has not been assessed when Add Newborn activity processed and request for this to be reassessed. This will be allocated by WLM to an appropriately trained staff member to process
• FCC processing staff:
  • Assess entitlement. Create an Add Newborn - PPL Claims SOA shell using date of receipt of the original Add Newborn activity
  • See Processing proof of a child's birth to process

This MFU is created when more than one pre-claim has been assessed on the customer record for the same expected Date of Birth (DOB)/in-care, creating multiple open lines on the FAO Early Claims Summary (FECS) screen.

Action in Customer First:

If proof of birth has been provided for the expected child:

• Obtain the child’s CRN by navigating to the Child Selection (CHS) screen and ‘S’elect the relevant child
• Check the customer has been assessed for all benefits claimed
• If FTB has not been assessed:
  • to reassess payments for a FTB CUR customer to include a newborn, see Reassessment of Family Tax Benefit (FTB) for a current customer where an additional child enters care in the current or previous financial year
  • for all other scenarios, appropriately trained Families and Child care processing staff, see Processing proof of a child's birth
• If PPL has not been assessed:
  • Non-FCC processing staff, refer for reassessment. Use Fast Note - select Auto text, use Families > Claims > Reassess REJ/NEF – PPL/FTB. Advise in the Fast Note that entitlement to PPL has not been assessed when Add Newborn activity processed and request for this to be reassessed. This will be allocated by WLM to an appropriately trained staff member to process
  • FCC processing staff to assess entitlement, create an Add Newborn – PPL Claims SOA shell using date of receipt of the original Add Newborn activity. See Processing proof of a child's birth to process
• Once the customer has been assessed for all benefits claimed, ‘S’elect the MFU from the Activity List (AL) screen and go to the FECS screen
• ‘S’elect any 'open' claim lines and on the FAO Early Claim Details (FECD) screen:
  • enter the child's CRN in the CRN: box
  • ‘C’orrect in the box next to the Child Ref ID: field
  • Select Continue
• Finalise the MFU

More than one pre-claim lodged for the same claim type:

If both lines have the same information, ‘D’elete the most recent line from the FECS screen:

• ‘S’elect the most recent 'open' claim line on the FECS screen
• On the FECD screen code ‘D’elete in the box next to the Child Ref ID: field
• Press Enter, and confirm ‘D’elete ‘Y’
• Navigate back to FECS to confirm there is only one open claim line remaining
• Finalise the MFU

More than one pre-claim lodged for different claim type:

Where the customer lodges separate pre-birth claims for FTB and PPL, these will create separate open lines on the FECS screen when processed. If the lines are not combined, the customer will only be presented with a PPL or a FTB Add Newborn (ANB) task online instead of a combined PPL/FTB ANB task. In addition, appropriate reviews and reminders may not be created.

If proof of birth has not yet been provided for the expected child:

• Select the MFU from the Activity List (AL) and go to the FECS screen:
  • ‘S’elect the open FTB line
  • On the FECD screen code ‘D’elete in the box next to the Child Ref ID: field
  • Press Enter and confirm ‘D’elete ‘Y’
  • If not pre-populated, use Source of INT and Date of Receipt the same as PPL/FTB claim that was most recently finalised
• Go to the Assessment Results (AR) screen:
  • Under Letter Action on the AR screen select Inhibit Letters
  • Add Activity Notes to advise 'FECD updated to allow merging of FTB/PPL lines in next activity as per OB 007-13040000'
  • Finalise the MFU
  • Cancel the inhibited letter off the AL screen. This will show as AMR:XXX letter suppressed from ASC screen - AY.INHB (if letter is not displaying on AL screen, type DDR in next)
• Manually index a FTB claim via the IN screen using source of INT, and Date of Receipt (DOR) the same as the PPL/FTB claim that was most recently finalised, see Indexing, re-indexing, and cancelling claim activities
• Within the manually indexed FTB claim, navigate to the FECS screen and:
  • Select the PPL line
  • On the FECD screen code ‘C’orrect in the box next to the Child Ref ID: field for the PPL claim line, and ensure ‘Y’ is coded for both PPL and FTB Claimed Benefit on the FECD screen (the indexed claim will create as additional blank FTB line on FECS which must remain, as this will be automatically removed after claim finalisation)
  • Press Enter, and confirm ‘C’orrect ‘Y’
  • Finalise the claim
  • DOCument the record to advise FTB claim was manually indexed to combine FTB/PPL FECS lines

If proof of birth has been provided and the customer has been assessed for all benefits claimed:

If there is no 'Open' PPL or FTB lines, finalise the MFU with no further action required. Otherwise:

• Obtain the child’s CRN by navigating to the Child Selection (CHS) screen and ‘S’elect the relevant child
• ‘S’elect the MFU from the Activity List (AL) screen and go to the FECS screen
• Select the ‘open’ lines, claim line, and enter the child's CRN on the FAO Early Claim Details (FECD) screen:
  • Enter the child's CRN in the CRN: box
  • ‘C’orrect in the box next to the Child Ref ID: field
  • Select Continue
• Finalise the MFU

If proof of birth has been provided but the customer has not yet been assessed for the benefits claimed (i.e. there is a started Add Newborn work item that is only for FTB or PPL and not FTB/PPL combined):

In Process Direct:

Regenerate the Add Newborn work item and delete any provisional child link

Mark the Add Newborn work item as 'Not Required'

Create an 'Add Newborn - combined claim' SOA shell and manually code details for both FTB and PPL provided on the original ANB as per Processing proof of a child's birth. Note: if the child's record was previously created, ensure this is linked in the SOA to ensure a multiple CRN is not created

Finalise the MFU in Customer First