Managing reverse child support cases 277-03020010
Expand allStaff who have completed the DMC Technical Support update, must read this Operational Message before issuing letters: Digital Messaging Capability (DMC) - Child Support - letters and access.
This document outlines information regarding the process of managing reverse child support cases.
Roles and responsibilities
Service Officer
- Identify reverse cases
- Obtain all relevant information from both parties
- Escalate identified system issues
- Advise both customers of the outcome and their rights
Service Support Officer
- Provide advice in the event of complex issues
- Identify system issues and complete manual processing required
- Escalate more complex system issues
Program Support Manager (PSM)
- Provide support with more complex cases
- Provide approval for all manual calculations and formula modification