Application for assessment - non-parent carer 277-19061114

If a non-parent carer applies for child support they must:

• apply against both parents unless:
• one parent is deceased. Child support does not require evidence confirming the parent’s death, unless there is information to the contrary
• one parent is a resident of a non-reciprocating jurisdiction, or
• Child Support is satisfied that there are special circumstances
• have at least 35% care of the claimed for child
• not be living with either parent as the partner of that person, on a genuine domestic basis, whether or not legally married
• not be jointly caring for the child with one of the parents. For example living in the same household as one of the parents
• be seeking payment from a person who is a parent of the child and resident in Australia, or a reciprocating jurisdiction on the day of application

Note: where the child is under the care of a person under a child welfare law, the application can only be made by an eligible non-parent carer who is a relative of the child (definition of relative S7 CSAA & s4, Family Law Act 1975 (FLA)). In some states and territories, children cared for under a child welfare law are not eligible for an assessment even if the non-parent carer is a relative (regulation 6). See References for links to the Child Support Guide 2.1.1, Applications for assessment and 2.1.2, Eligible child.

Ensure the non-parent carer is aware they do not need to apply for Child Support to receive more than the base rate of FTB as they are exempt from the maintenance action test (MAT). See Maintenance Action Test (MAT) for Family Tax Benefit (FTB) customers.

If it becomes apparent that the exemption is not in place, and they do not wish to proceed with the application, refer the customer to Centrelink. See Customer referral guidelines for Child Support staff.

To end the application process if the application was received:

• Online, see Manage Interactions to update the interaction status
• Phone, do not proceed with the application. If the phone application for assessment has been launched:
• Select Cancel. A warning message will display
• Select No thanks, delete it > OK

The parents of a child do not need to be separated for a non-parent carer to be an eligible carer. For example, a grandparent may be an eligible carer even though the parents are still together.

The terminology used by Aboriginal and Torres Strait Islander peoples to describe a kinship relationship may not be the same as the terminology used when describing a relative as defined for the purposes of child support legislation.

Consider if the child is a dependent of the non-parent carer. Is the child financially independent? See References for a link to the Child Support Guide 2.2.1 Basics of Care.

When recording the application:

• Only the children in the non-parents care are assessed children. If the parents are separated, record any children in the parents care in a separate Cuba case. If the parents do not have a case for other children of the relationship, determine if the children in their care should be recorded as relevant dependants
• The relevant dependants of non-parent carers do not need to be recorded because they do not impact the assessment

If a parent or legal guardian does not consent to the person providing care, the person is not an eligible carer, unless it would be unreasonable for a parent or legal guardian to provide or share the care. For more information on:

• parent or legal guardian does not consent, go to Step 2
• unreasonable for the parent or legal guardian to provide or share the care, go to Step 3

Staff do not need to ask the parents if they consent to care. If either parent does not consent to the child living with the non-parent carer, ask them if they can care for the child themselves.

If the parent is:

• not able to care for the child, for example they are in prison or their work prevents them, then:
• there is no need to investigate further
• the non-parent carer is eligible to receive child support
• able to care for the child:
• determine if it is unreasonable for the child to live with the parent
• go to Step 3

To determine if it is reasonable for the child to live with the parent, discuss the situation with the parents and the non-parent carer:

• If the court has order the child live with the non-parent carer:
• there is no need to investigate further
• they are an eligible carer
• If the child can live with the parent, and there is nothing to indicate there are any concerns with this:
• the applicant is not an eligible carer
• staff must refuse their application (against both parents). Go to Application for assessment - record a decision and finalise.

If there is anything to indicate it is unreasonable, determine if there is:

• extreme family breakdown. This includes if:
• the child never lived with the parent, or has not lived with the parent for a significant period of time, and
• there has been no frequent or regular contact for a substantial period of time
• Serious risk to the child’s physical or mental wellbeing from:
• family and domestic violence, or
• sexual abuse in the home of the parent or legal guardian

In these cases staff may want to request a social worker assessment. Go to Step 4.

Social workers in Centrelink help to determine if it is unreasonable for a parent to provide care for a child.

Staff should not request an assessment until:

• all investigative action has finalised, and
• the parties have had time to provide any documents. For example, court orders

Before seeking an assessment:

• Contact a Service Support Officer (SSO) to check the assessment is needed
• SSOs can contact PSM advice if needed

Staff must also tell all parties that the social worker will:

• Provide a professional recommendation about whether the child/ren can reasonably live with a parent or legal guardian
• Complete the assessment by interviewing:
• the non-parent carer
• the child, if they are over 14
• the parent(s)
• independent third parties

To request an assessment:

• complete the Centrelink/CSP information exchange macro, and
• document the request and the result in the applicant’s communication notepad

Prior to 1 July 2009

Non-biological same-sex parents were not recognised as parents under the Family Law Act.

Children born as a result of an artificial conception procedure, may be claimed for in a non-parent carer case.

From 1 July 2009 (3 March 2011 for WA ex nuptial cases)

Either customer can make an application to have both parents assessed as parents in respect of the costs of the child.

Where a child is born as a result of a surrogacy arrangement, Child Support can accept an application for assessment if a court has made an order under a prescribed law of a State or Territory declaring that the people to be assessed are parents of that child. For more information, see References for a link to the Child Support Guide 2.1.3: Parentage.

If a customer has children from a same-sex relationship, and has an existing child support case as a non-parent carer (with the biological parent as the payer), either customer can request their case be amended to have both parents assessed as parents from 1 July 2009 (3 March 2011 for WA ex nuptial cases). For more information, see References for a link to the Child Support Guide 2.1.3: Parentage.

If an application to amend the case is received, escalate the case to a Program Support Manager (PSM) via a Service Support Officer (SSO) to determine if a manual calculation is required and key this if appropriate. See Technical support in Child Support.

For the case to be amended, Child Support must be satisfied that both the named parents are parents of the child. See Presumption of parentage decision making tool.

If PoP is satisfied:

• End the existing case from the day before the date of effect. The date of effect is either:
• the date child support became aware the non-parent carer is a parent of the child, or
• an earlier date as advised by Program Advice
• For help ending an assessment, see Table 5 End an assessment in Cuba in Assessments Cuba Process Help
• Start the new case from the date of effect. Go to Application for a child support assessment

Written applications are allocated to Service Officer(s) by email and are identified by the application ID including the word Cuba.

To locate the application in Cuba:

• search for the customer CSID contained in the allocation email
• navigate to the customer’s View Correspondence window and locate the written application in the correspondence list. See Correspondence Cuba Process Help

Consider whether any of the following apply:

• either party is under 18. See Parent or carer aged under 18 involved in an application for child support.
• either party lives overseas (for non international staff). Complete the International MAFA team referral template. Email the template to International MAFA Team for review and allocation. Include a copy on the email to the Service Officer’s team leader.
• the other party is unknown. Child Support cannot progress an application where the applicant is unable to name the other parent. Contact the applicant to advise this. If the applicant confirms they cannot name the other parent and is entitled to more than the base rate of Family Tax Benefit, complete a cold transfer to Centrelink to discuss.

If none of the above apply, go to Step 3

Prior to contacting the applicant a pre-call alert SMS must be sent to maximise contact by phone.

Make one contact attempt to the applicant. Record the application in Pluto while the applicant is on the phone. Ensure the date of lodgement of the application is recorded as the date the application was received.

See Table 4 Phone application received and Application for Assessment – Conversation Guide.

If applicant contact is unsuccessful go to Step 4

If applicant contact is unsuccessful record the application in Pluto using the information contained in the application.

From the Customer Summary screen, select Launch Actions icon > Application for Assessment.

The application for assessment will display in a new window.

The customer and case summary will present at the top of each page throughout the application.

Progress through the application using the information provided by the applicant.

Go to Table 5 to continue with customer contact.

Select Inbox from the Child Support home page in Pluto

If searching for an:

• Unauthenticated Application For Assessment (UAFA), select the following from the dropdown menus:
• Main Category: Manage Application for Assessment
• Assigned to: Me

Select Go

• Authenticated Application For Assessment (AFA), select the following from the dropdown menus:
• Main Category: Application for Assessment
• Assigned to: This field will default to Me. A list of assigned applications will display

From the Work Items list, select the application to be actioned.

If the application is:

• Unauthenticated, go to Step 3
• Authenticated:
• The applicant will already be linked to the application. The applicant’s Customer Summary screen will display
• Go to Step 7

The Customer Search screen will display.

Open the application snapshot to view application details, select the Left Slider icon on the toolbar.

Review the individual customer details provided in the application.

The applicant’s details provided in the online application will pre-populate the Primary details and Secondary details search fields.

An automatic search using this information will display any existing records for the customer.

Edit the search fields and use the Quick Search function to reduce the risk of duplication. See Application for assessment - search for and create a customer record for information on conducting a full search of the applicant.

Is there an existing customer record?

• Yes, go to Step 5
• No, go to Step 6

If confident the record is for the correct customer:

• select the radio button next to Account ID
• select Link

If unsure if the record is for the correct customer:

• select the customer record to view the Customer Overview screen
• view the application snapshot from within the Customer Overview screen> Claim Overview icon on the toolbar. If the record is:
• correct, from the Customer Overview screen, select Link
• incorrect, select the Back icon to return to the search List

If the customer provides:

• different contact or address details:
• The details will update automatically once Link is selected
• A message will display to advise which details have been updated
• new profile information, not already recorded:
• The information will automatically update
• An information message displaying the details that have been updated

Perform primary and secondary searches to ensure no existing records exist create a customer record.

Note: do not record income details or a TFN for the non-parent carer. Child support are not authorised to collect or record income information for non-parent carers. If the applicant has an existing record as an assessed parent with a TFN, do not remove the TFN without consulting a SSO.

Once the customer has been located or created, the Customer Summary screen will display.

From the Customer Summary screen:

• select the Launch Actions icon
• select Application for Assessment

The customer and case summary will present at the top of each page.

The Application for Assessment form will be pre-populated with the details provided in the online application.

To view the online application, select Next to move through each section.

Do not change the information unless the customer is on the phone.

Review the individual sections of the application as they display:

• screening questions
• eligibility
• other party details
• collection details
• other party employment details
• relationship details of the parents
• child details
• child relationship details
• care details

The information will save in the Application for Assessment interaction to confirm with the applicant later.

Review the detailed case summary, select Submit.

If mandatory information has not been completed, an error message will display.

If the application has been submitted successfully, a:

• notification will display to confirm the application has been submitted successfully
• receipt number and timestamp will display. If there is an application against both parents, 2 receipt numbers and timestamps will display

Select Finish.

An Application for Assessment interaction for each parent will display as In Process in the Interactions tab of the applicant’s Customer Summary screen.

If the applicant advises of a new child after the application has been submitted, a new application is required. Do not add the child through the add child to an application for assessment process.

Go to Table 5 Link parties and create case.

Use the Introduction conversation guide to discuss:

• Child Support’s role
• The application process
• Family Violence and Referrals

Complete a case review of existing assessment for the customer, to ensure the most appropriate options are explored. See Customer Management Approach (CMA) for Child Support

Ask the customer to provide any required information within 7 working days. After this time the application will be processed based on the information available

Search for an existing record for the applicant using primary and secondary searches. For help, see Application for assessment - search for and create a customer record .

If the customer does not have an existing customer record, create a new customer record.

Note: do not record income details or a TFN for the non-parent carer. Child support are not authorised to collect or record income information for non-parent carers. If the applicant has an existing record as an assessed parent with a TFN, do not remove the TFN without consulting a SSO.

Once the customer has been located or created, the Customer Summary screen will display.

Confirm the customers details on the Customer Summary screen.

Offer the customer a password

During customer interactions advise the customer of the option to record a password on their account:

• as an added security measure to protect their personal information and
• provide an additional assurance

If customer details need to be updated or to add a password, see Update customer details in Pluto

From the Customer Summary screen, select Launch Actions icon > Application for Assessment.

The application for assessment will display in a new window.

The customer and case summary will present at the top of each page.

Move through each step of the application to record the application details with the customer.

During the initial discussion with the applicant, the applicant may indicate they are at risk of family and domestic violence.

Use the Family Violence and External Referrals conversation guide to discuss continuation or withdrawal of the application.

Advise the applicant Child Support will contact the other party/s to discuss the application.

If the applicant has concerns about Child Support contacting the other party/s:

• Discuss the option of not continuing with the application
• If the applicant has any questions about FTB entitlements, contact Centrelink to discuss

Transfer to a Social Worker if the customer is:

• at threat of harm
• at risk but no threat of harm has been made, or
• there are family and domestic violence concerns

Record applicant’s response

Read the Risk identification question to the applicant.

Select the radio buttons to record the answer. If the applicant responds:

• Yes,
• provide internal and external referral options, see Family and domestic violence
• if the customer does not want to continue with the application, document the discussion, select Finish
• if the customer wants to continue with the application, select Next, go to Step 5
• No,
• select Next
• go to Step 5

Use Item 3 in Non-parent carer conversation guide to discuss child eligibility.

If the applicant is not applying against both parents, the following options will be available from the Reason for not applying against both dropdown menu:

• Special circumstances
• One parent deceased

If the applicant advises the other parent is living overseas in a non-reciprocal country, the application cannot continue in Pluto, process the application in Cuba.

Record applicants response

Select the radio buttons to record the applicants response to the eligibility questions.

Select Next.

Note: separate applications need to be processed if the applicant has made a claim for both biological and non-biological children:

• Continue this process for the non-biological child
• Start a new application for the biological child. See Application for assessment - phone

If the applicant’s responses indicate the child may not be eligible, once next is selected a message will display advising the application may be refused if the applicant continues. To help determine eligibility, see Eligibility and presumption of parentage (PoP) for a child support assessment.

Is the application to continue?

• Yes, select Next
• No,
• Select Cancel
• Indicate where the application is to be saved for later or deleted
• Select OK

If the Non-parent carer applicant has applied against both parents, repeat steps 6-10 for each other party.

If the non-parent carer applicant has indicated that the other party may be incarcerated, a pre-registration letter will be issued in the first instance, including the direct prison line contact number. See Incarcerated customers to confirm incarceration and update customer details.

Select Add Other Party

From the Search for record tab, search for an existing customer record.

In the Role: field, All will be pre-populated. To narrow search results, select from the dropdown menu.

Use the information provided by the applicant to search for the customer record. Use either the:

• Unique identifier
• General search

For help, see Table 2, Application for assessment- search for and create a customer record.

Select Search

Is there an existing record for the other party?

• Yes,
• select the radio button next to the customer record. This will automatically link the other party to the application
• select Next
• No,
• select the checkbox to capture the details manually
• enter the other party details provided by the applicant
• select Next

Record contact details for the other party as advised by the applicant, select Next.

Note: if the other parties address is keyed and the predictive text does not display the address, select the hyperlink I can’t find my address. Record the address manually.

Use the Collection conversation guide to discuss collection arrangements.

If the applicant has applied against both parents, the collection details can be different for each parent.

Child Support assess the amount of child support. The customers make arrangements for payments between themselves including how and when the payments will be made.

Benefits of private collection

• Customers can more readily re-negotiate the way in which payments are made if either of their circumstances change
• Payments can be made and received more quickly
• Payments made privately can commence at any time
• Less involvement with Child Support
• Customers can decide if any or all payments will be in-kind or made to third parties

Private collect payment options

• Bank transfer. Check with their bank as this could involve a fee
• Salary deductions. The payer can check with their payroll section to see if this option is available, that is splitting their pay into 2 accounts
• Personal cheque. There may be clearance times for personal cheques
• Bank cheque/money orders. These may involve a fee
• Cash. Keep receipts to show the payment is for child support

Advise the customer

• To agree on the payment cycle with the other party. For example the payments is made in arrears or in advance
• The arrangement has not broken down if one payment is late. The payment may be late because of a mistake at the bank, a postal delay or another reason. Encourage the customer to discuss the problem and identify a solution with the other party
• Child Support can start collecting Child Support payments on their behalf if the private collection arrangement does not work. Child Support can collect up to 3 months arrears, and in exceptional circumstances up to 9 months arrears
• If the assessment results in a zero annual rate, the case must be recorded as collect. If an amount becomes payable, the applicant:
• may be contacted to get their bank account details
• can request private collect

Child support is collected by Child Support on behalf of the receiving customer.

Advise the customer:

• The payment and disbursement cycle
• The first payment disbursement date
• Child Support collects payments monthly and payments are made one month in arrears
• Payments are only disbursed once they have been received. Services Australia does not pay child support on behalf of the payer for later recovery from that parent

The bank account nominated by the payee must be an Australian account and include the customer’s name, see Disbursements of child support.

Select the radio button to record the customers preferred method of collection.

Private collection

• document any relevant details in the Arrangements for Payments text box
• select Next

Child Support collect

• record applicant’s bank details in the relevant fields. If the customer already has bank details these will pre-populate. Confirm these with the applicant and update if required
• document any relevant details in the Arrangement for Payments text box
• select Next

Select the radio button to record the other party’s main income source.

If the other party is employed or self-employed:

• Enter the employment details provided by the applicant in the relevant fields
• If the predictive text does not display the address, select the hyperlink I can’t find my address and record the full address
• If self-employed, record details of the other party’s employment advised by the applicant in the free text field

If the other party’s employment is unknown, record any details regarding the other party’s income as provided by the applicant in the free text field.

Select Next

The other party’s employment details will display under the other party name tab.

If the non-parent carer is applying against one parent:

• Select Next to continue the application
• Go to Step 12

If the non-parent carer is applying against both parents:

• Select Add other party and complete:
• step 6 Other party details, and
• step 10 Record applicants collection method for the second parent, and
• step 11 Other parties main source of income

Once the second other party details have been recorded, both other parents will display in the other party name tab. Select the edit or delete icon to update.

A summary of the details recorded will display in the summary dropdown.

Record responses to the parent relationship questions using the relevant radio buttons. Additional fields will display depending on the options selected.

If parents were married or lived together:

• select Yes to the relevant question
• select Add
• record the marriage or living together dates in the Add marriage period or the Add living together period pop up
• select Add

If the parties were not married and did not live together, select No to both questions.

Select Next.

The Child details tab will be opened.

Select Add assessed child, search for an existing record for the child from the Search for record tab.

If there are associated customers, these will display prior to searching.

• To narrow search results:
• select from the Search for record tab
• In the Role: field, All will pre-populate

Use the information provided by the applicant to search for the child record using either the:

• Unique identifier
• General search

For help, see Application for assessment- search for and create a customer record.

Select Search

Is there an existing record for the child?

• Yes,
• select the radio button next to the customer record
• select the radio button for Are the child’s details correct?
  Once the application has been submitted, updates to the child’s details can be made in the customer summary screen, for help see Update customer details in Pluto
  If the applicant is a Centrelink mutual customer, the children’s details must be identical to those recorded by Centrelink to allow for data transfer
• select Next
• No,
• select the checkbox to capture the details manually
• enter the child details provided by the applicant
• select Next

Use the Parentage conversation guide to discuss child eligibility.

To determine if a child is eligible for an assessment, eligibility requirements must be met for each child.

If there has been an application for assessment for the child previously:

• consider any information that has previously been provided
• if there is any doubt in the information available:
• do not use the information to make a parentage decision in the new application
• request further information from the customers

Ask the applicant for evidence during the initial conversation if it is likely evidence will be needed.

Only request evidence where they indicate the other party/s:

• will dispute parentage, or
• may be difficult to contact

In all other situations do not ask for evidence during the initial conversation. Tell the applicant, if evidence is needed, Child Support will contact them

Provide the applicant with options to provide requested information. To provide information quickly, customers can use the Webmaster email address. Customers must be advised this is an unsecure method of communication.

Record applicants response

• Select the radio buttons to record the applicant and other party’s relationship to the child:
• Additional questions will present depending on the applicant responses to the questions.
• If the applicant is providing evidence document any relevant details in the Other document details text box
• Select Next
• Select the radio button to record the applicant response to Do you think other party will agree to the information that has been provided about parentage?
• If the applicant responds No or Unsure, document the reason why in the Reason: free text field
• Select Next

If the non-parent carer has applied against both parents, complete the child relationship details for each parent.

Explain to the customers what a care arrangement is. Advise that Services Australia does not determine where the child should live or any custody arrangements.

Child Support reflects the percentage of overnight care:

• each parent and carer actually has, or
• established by a written care arrangement

Use the Care conversation guide to discuss care arrangements.

If the customers responds Yes to Has Services Australia been notified of these care details?

• Record the date notified
• Explain to the applicant:
• Centrelink will transfer the care details to Child Support
• The family assistance care record will be used in the child support assessment
• If the customer does not agree with the family assistance care decision see Child Support objections
• It is important the applicant advises Child Support the details of any care information they have provided to Centrelink

If the customer is a Centrelink mutual customer, care details must align with Centrelink:

• Record the most recent care event before the start date of the case, and
• All care changes post the start date

If the child is also a relevant dependent child prior to this application, all care changes pre and post the start date of the case must be added.

Note: the actual care event date (DOE) must be used when aligning Centrelink care and/or making a new care decision, even if it precedes the start date of the case. The wrong date may result in data transfer issues or the case becoming ineligible in the future.

Record care details

Select the Add button.

If adding multiple assessable children with the same care details, select copy care arrangement to apply the same care for additional children.

• Date of notification will default to today’s date, the date can be updated. This is the date of application
• Record the care event start date in the When did this care start occurring? field
• Select Click to Provide details for any of the party/ies
• Select either the Percentage (default), Number of nights or Calendar
• Percentage of time: enter the care percentage the selected caser has of the child select Save
• Number of nights: enter the number of nights the parent has care of the child, select the frequency from the dropdown menu, select Save
• Calendar: a calendar will display from the date of care event for a 12 month period. Select the radio buttons and frequency from the dropdown menu to record the pattern of care. Select Add dates to auto fill the calendar Document any other relevant details about the pattern of care in the text box, select Save

The summary window for the child will display. Record care arrangement for all remaining parent/carers.

If care details are correct, select Next.

Care changed since Centrelink was notified

• Select add, record the current care arrangement to make a new care decision
• Explain to the customer a ‘percentage of care decision’ will be made and transferred to Centrelink if they are a mutual customer

Up to 3 care events can be added within the application

• Delete incorrect care records by selecting the delete line button
• If all care is correct, select Next

If the non-parent carer applicant advises there is a written care arrangement:

• select Yes
• select the type of arrangement from the dropdown menu
• record the date the arrangement commences/was made in the date: field
• use the radio button to record if Services Australia has a copy of the written care arrangement. If No is selected, record the date the applicant is expected to provide a copy by
• go to Step 17

If the non-parent carer applicant advises there are no written care arrangements:

• select No
• select the relevant radio button to Do you think the parent/s will agree to the care?
• document any relevant details in the Additional Care information text box
• select Next
• go to Step 18

Is care occurring in accordance with the written care arrangement?

• Yes,
• select Yes
• select the relevant radio button to Do you think the parent/s will agree to the care?
• document relevant details in the Additional care information text box
• select Next
• No,
• select No
• document the reason why care is not occurring in line the written care arrangement in the free text field
• record if an interim determination has previously been made in relation to this care arrangement.
  If Yes is selected, record if the other party is likely to agree to the care change, record any Additional Care Information in the text box and select Next
  If No, additional questions will display
• record if the care change has been reported within the maximum interim period. Select maximum interim period for further information and timeframes
• use the radio buttons to record if the parties are taking reasonable action to adhere to the court order. Additional fields will display depending on the responses. Select the reasonable action hyperlink for further information
• record if the other party is likely to agree with the facts of the care change
• record any additional information in the Additional Care Information text box
• select Next

The Review and Submit screen will display.

Discuss the talking points with the applicant.

Online services

Use the Online services conversation guide to discuss myGov and Child Support online.

If the applicant would like to register for:

• an Online Account:
• select Yes
• if the applicant has an address recorded, it will pre-populate. If no address displays, record the applicant’s email address
• Info Serve:
• select Yes

If the applicant elects to register for an online account, see Manage Child Support online accounts in Pluto.

Date of lodgement

The date of lodgement will default to today’s date, the date of application.

• Seek SSO assistance to update the date if required. The date of lodgement must be a date either on or after the date of notification for the care arrangement
• Document any relevant information in the Additional Application Information text box

Select Next

Review the detailed case summary

Confirm the details of the application with the applicant.

Prior to selecting submit, a Service Officer can return to any screen by selecting the relevant icons to edit or delete information.

Select Submit, once all information is correct.

A notification will display to confirm the application has been submitted successfully.

A receipt number and timestamp will display. If the applicant has applied against both parents, 2 receipt numbers and timestamps will display.

Select Finish.

If all mandatory information has not been completed, an error message will display.

The Application for Assessment transaction will display as In Process in the Interactions tab on the applicant’s Customer Summary screen. If the applicant has applied against both parents, 2 Application for Assessment transaction will display as In Process in the Interactions tab on the applicant’s Customer Summary screen.

Use the Closing conversation guide to discuss the next step on the process.

Go to Table 5 Link parties and create case

From the Customer Summary screen, select Application for Assessment interaction > Parties tab

To view the information provided by the non-parent carer applicant in the application snapshot:

• select the Claim Overview icon
• select the New Window icon to open the snapshot in a new window

To view all customers associated cases, select the Case List icon.

Was an existing customer record located and selected during Step 6 of the Record application details?

• Yes, the customer record will be linked and show in the parties tab. The actioned: field will display a status of Yes, go to Step 3
• No, select the Search Party icon
• The Customer Search screen will display, the primary and secondary fields will prepopulate with the information provided in the application
• edit the search fields and use the Quick Search to search different criteria and reduce the risk of duplication. See Application for assessment - search for and create a customer record to conduct a full search for the other party

Is there an existing record for the customer?

• Yes, go to Step 3
• No, go to Step 4

If confident the record is for the correct customer:

• select the radio button next to Account ID
• select Link

If it is not clear this is the correct customer record:

• Select the customer record, to view the Customer Overview screen
• Select the Claim Overview icon on the toolbar to view the application snapshot

From the Customer Overview screen, if the record is:

• Correct:
• Select Link. The Parties Involved screen will display and the Actioned: field will be updated to Yes
• go to Step 5
• Incorrect:
• Select the Back icon to return to the search list
• If the correct customer record does not exist go to Step 4

Updates to the other party’s personal information are made in the Customer Summary screen once confirmed with the other party. See Application for assessment - contact other party.

If the incorrect record has been linked, see Unlink the record from the application

Perform primary and secondary searches to ensure no existing records exist. If the customer does not exist, create the customer record, then link them.

After creating and linking the other party:

• The Parties involved screen will display
• The Action: field will update to Yes

Unlink the record from the application, if the incorrect record has been linked.

Was an existing child record located and selected during the step for Assessable child/ren of the Record application details?

• Yes, the customer record will be linked and show in the parties tab. The actioned: field will display a status of Yes
• No,
• select the enabled Search Party icon. The primary and secondary fields will prepopulate with the information provided in the application
• edit the fields to search different criteria and reduce the risk of duplication. For help, see Application for assessment - search for and create a customer record

Is there an existing record for the child?

• Yes, go to step 6
• No, go to step 7

If confident the record is for the correct customer:

• select the radio button next to Account ID
• select Link

If it is not clear this is the correct customer record:

• select the customer record, to view the Customer Overview screen
• Select the Claim Overview icon on the toolbar to view the application snapshot

From the Customer Overview screen, if the record is:

• Correct:
• Select Link. The parties involved screen will display and the Actioned: field will be updated to Yes
• go to Step 8
• Incorrect:
• Select the Back icon to return to the search list
• If the correct customer record does not exist go to Step 7

Updates to the other party’s personal information are made in the customer summary screen once confirmed with the other party. See Application for assessment - contact other party.

Unlink the record from the application, if the incorrect record has been linked.

Perform primary and secondary searches to ensure no existing records exist. If the customer does not exist, create the customer record, then link them.

After creating and linking the other party:

• The Parties Involved screen will display
• The Action: field will update to Yes

Unlink the record from the application, if the incorrect record has been linked.

After all parties have been created and linked, the:

• CSRN’s display
• Actioned: field is updated to Yes

Select Process once all Parties are linked:

• This creates a pending registration in Cuba
• The Application for Assessment interaction in Pluto will have a status of In Process

If applicant has applied against both parents:

• From the applicants Customer Summary screen, select the second Application for Assessment interaction
• Repeat steps 1 to 8 in this Link parties and create case table

If the non-parent carer applied:

• Online, go to Step 9
• On the phone, go to Step 10

• The Applicant Details form will display as In Process
• See Table 5 Confirm and update online application details to complete the form

The Applicant Details form will display as Submitted.

If the applicant has indicated they would like to set up online services, see Manage Child Support online accounts in Pluto.

Sensitive issue indicator

If the applicant has indicated they have a family violence concern, a sensitive issue indicator will automatically be applied to the customers profile.

If the customers are managed by International Personalised Services (PS), contact the PS case manager to advise a new application has been received and a sensitive issue indicator has been added.

See Application for assessment - contact other party.

Use the Pre-call preparation guide to prepare to make contact attempts.

Prior to contacting the applicant a pre-call alert SMS must be sent to maximise contact by phone.

Make one contact attempt on all available numbers.

Was contact successful?

• Yes, go to Step 3
• No,
• leave a voice message, and
• send a pre-registration letter.
  Pre-registration letters have a variable due date: field. Record the due date 12 days from the date of issue

Note: when issuing a pre-registration letter, ensure sufficient time is allowed for the customer to provide a response. Consider whether the request is for contact or if information has been requested. Use discretion in allowing additional time in special circumstances, such as customers in a remote location, natural disasters, weekend or public holiday.

If the non-parent carer applicant has applied against both parents, send pre-registration letters to each parent.

If the customer has a representative, see Child Support representative with ordinary authority to identify what the representative can do on behalf of the customer.

If the applicant is in one of the following higher support categories, go to Step 2:

• Culturally and Linguistically Diverse
• Indigenous
• Remote
• Family and Domestic Violence
• Personalised Services
• Parent or Carer under 18

If the applicant is not in a higher support category, go to Step 3.

Make 2 further contact attempts if the applicant is in a higher support category.

Family and domestic violence concerns

If the applicant has indicated family and domestic violence concerns in the application, ensure:

• 3 contact attempts on all available numbers have been made, and
• the pre-registration letter has been sent

If all contact attempts are unsuccessful and the pre-registration letter has expired with no contact from the applicant, escalate to the Team Leader about how to proceed prior to contacting the other party. The Team Leader will review the application to ensure all appropriate contact has occurred and liaise with others, for example a Social Worker. The final decision on whether the application is to proceed must be made by the Service Manager.

Were the subsequent contact attempts successful?

• Yes, go to Step 3
• No, go to Step 6

Use the Introduction conversation guide to discuss:

• Family and Domestic Violence referrals
• Child Support’s role
• Reason for the call
• The application process
• Complete a case review of existing assessment for the customer, to ensure the most appropriate options are explored. See Customer Management Approach (CMA) for Child Support
• Ask the customer to provide any required information within 7 working days. After this time the application will be processed based on the information available

Offer the customer a password

During customer interactions advise the customer of the option to record a password on their account:

• as an added security measure to protect their personal information, and
• provide an additional assurance

To add a password, see Update customer details in Pluto.

From the Interactions tab or Service Officer’s inbox, select the Application for Assessment interaction.

Select Process, the Applicant details form will display as In Process.

The Application details will be prepopulated from the information provided in the online application for assessment.

If the applicant is on the phone, confirm all details of the applicant form.

If the applicant is not on the phone, review all detail s of the applicant form prior to selecting Submit.

Select the Applicant Details form to view the information provided by the applicant.

To view sections of the form, either select:

• expand all icon to open all sections, select the collapse all icon to close all sections, or
• the individual section, or
• select the tab menu icon and select the section to view

Updates to the applicant’s personal information are made in the Customer Summary screen.

To view the Customer Summary screen from within the transaction:

• select the Customer Summary icon, or
• select the applicant’s name from the left hand menu

To view the case information or a list of all associated cases:

• select the Case Overview, or
• Case List icon

To return to the transaction screen, select the Navigate to transaction overview page icon.

Note: if the non-parent carer has applied for child support from both parents, 2 Applications for Assessment interactions will display,1 for each parent.

Select Screening Questions.

The screening question is mandatory and must be asked of all customers as part of this process. This includes where the customer has already answered the question in their online application.

Read the family and domestic violence question to the applicant, select the radio buttons to record the answers.

Note: it is important at this stage to advise the applicant that Child Support will contact the other party/s to discuss the application.

If the applicant responds:

• Yes, go to Step 6
• No, go to Step 7

Provide internal and external referral options, see Family and domestic violence.

Select the Referrals Offered notes banner to document the relevant details. Select Save within the notes section once the form is ready to be submitted.

Transfer to a Social Worker if the customer is:

• at threat of harm
• at risk but no threat of harm has been made, or
• there are family and domestic violence concerns

If the applicant has concerns about contacting the other party/s to the application, they can withdraw the application. Non-parent carers do not need to apply for Child Support to receive more than the base rate of FTB, as they are exempt from the maintenance action test (MAT).

Is the application to proceed?

• Yes. Has the applicant been contacted?
• Yes, go to Step 7
• No,
• Submit the form with the pre-populated information from the online application
• A notification Form Submitted Successfully will pop up
• The applicant details form will display as Submitted
• If the applicant has indicated they have a family violence concern, a sensitive issue indicator will automatically be applied to the customers profile
• No, go to Application for assessment not to proceed table in Record a decision and finalise an application for assessment in Pluto

Note: if the non-parent carer has applied online for child support from both parents, navigate to each Application for Assessment interaction and ensure both applicant forms are submitted.

See Application for assessment - contact other party.

The collection preference will pre-populate based on the information provided in the online application by the applicant.

If the applicant is not on the phone, go to Step 10.

If the applicant is on the phone:

• Use the Collection conversation guide to discuss collection arrangements
• If the non-parent carer applicant has applied against both parents, the collection details can differ between the two other parties. The non-parent carer can elect either private collect or child support collect for either case

Child support assess the amount of child support. The customers make arrangements for payments between themselves including how and when the payments will be made.

Benefits of private collection

• customers can more readily re-negotiate the way in which payments are made if either of their circumstances change
• payments can be made and received more quickly
• payments made privately can commence at any time
• less involvement with Child Support
• customers can decide if any or all payments will be ‘in-kind’ or made to ‘third parties’

Private collect payment options

• bank transfer - check with their bank as this could involve a fee
• salary deductions - the payer can check with their payroll section to see if this option is available, that is splitting their pay into 2 accounts
• personal cheque - there may be clearance times for personal cheques
• bank cheque/money orders - these could involve a fee
• cash - keep receipts to show the payment is for child support

Advise the customer

• to agree on the payment cycle with the other party. For example the payments is made in arrears or in advance
• the arrangement has not broken down if one payment is late. The payment may be late because of a mistake at the bank, a postal delay or another reason. Encourage the customer to discuss the problem and identify a solution with the other party
• Child Support can start collecting Child Support payments on their behalf if the private collection arrangement does not work. Child Support can collect up to 3 months arrears, and in exceptional circumstances up to 9 months arrears
• if the assessment results in a zero annual rate, the case must be recorded as collect. If an amount becomes payable, the applicant:
• may be contacted to get their bank account details
• can request private collect

Child support is collected by Child Support on behalf of the receiving customer.

Advise the customer

• The payment and disbursement cycle
• The first payment disbursement date
• Child Support collects payments monthly and payments are made one month in arrears
• Payments are only disbursed once they have been received
• Services Australia does not pay child support on behalf of the payer for later recovery from that parent. The amount that is disbursed can only be the amount that is paid in

The bank account nominated by the payee must be an Australian account and include the customer’s name, see Disbursements of child support

Confirm the details provided by the applicant and select the radio button to update the customers preferred method of collection if required.

If the applicant elects:

Private collection:

• select the Private Collect radio button

Child Support collect:

• select the Child Support Collect radio button
• record applicant’s bank details in the relevant fields. If the customer already has bank details these will pre-populate. Confirm these with the applicant and update if required. The bank details also need to be updated in the Customer Summary screen:
• select the Customer Summary icon
• Select Bank Details, record and document changes to the bank account details. The name of the account holder must include the payee’s name to prevent some financial institutions possibly rejecting the payment. See Update Customer Details in Pluto

Document any relevant details by selecting the Arrangements for Payments notes banner. Select Save once the form is ready to be submitted.

Explain to the customer what a care arrangement is. Advise Services Australia does not determine where the child should live or any custody arrangements. Services Australia reflects the percentage of overnight care:

• each parent and carer actually has, or
• established by a written care arrangement

Use the Care conversation guide to discuss care arrangements.

Confirm the care arrangements provided by the applicant in the online application, update if required.

If the customer responds Yes to Has Services Australia been notified of these care details:

• Confirm and record the notification date
• Explain to the applicant:
• Centrelink will transfer the care details to Child Support
• The family assistance care record will be used in the child support assessment.
• If the customer does not agree with the family assistance care decision see Child Support objections
• It is important the applicant advises Child Support the details of any care information they have provided to Centrelink

If the customer is a Centrelink mutual customer, care details must align with Centrelink:

• Record the most recent care event before the start date of the case, and
• All care changes post the start date

If the child is also a relevant dependent child prior to this application, all care changes pre and post the start date of the case must be added.

Note: the actual care event date (DOE) must be used when aligning Centrelink care and/or making a new care decision, even if it precedes the start date of the case. The wrong date may result in data transfer issues or the case becoming ineligible in the future.

Record care details

If the applicant advises of additional care events, or if the care has changed since Centrelink were notified, record additional care events:

• select add new line to record the current care arrangement
• up to 3 care events can be added within the application
• delete incorrect care records by selecting the delete line button

Review the applicant’s response to Are there any written care arrangements? If the response is:

• Yes, go to step 12
• No,
• confirm with the applicant, update if required
• confirm Is the other party likely to agree to the facts of the care change?
• if the applicant responds No, select the Claim Overview icon to display the application snapshot to view the written response provided. Depending on the response provided, request evidence for the current care change
• select the Additional Care Information note banner to record additional details not captured in the form. Select Save within the notes section once the form is ready to submit
• go to Step 14

If the non-parent carer applicant has advised there is a written care arrangement:

• Yes will be selected
• The type of arrangement and the date the arrangement was made will be recorded in the relevant fields

Confirm:

• the information is correct and update if required
• Services Australia has a copy of the written care arrangement. Update the response to Does Services Australia have a copy of the written care arrangement: field if required. If the response is No:
• request the applicant provide a copy
• record the date a copy is to be received by
• provide the applicant with options to provide requested information. The preferred method is from the customers myGov account. If this is not an option, the customer can be provided with the Webmaster email address. They must be advised this is an unsecure method of communication
• go to Step 13

If care is occurring in accordance with the written care arrangement:

• confirm with the applicant, update if required
• confirm Is the other party likely to agree to the facts of the care change?
• if the applicant responds No, select the Claim Overview icon to display the application snapshot to view the written response provided. Depending on the response provided, request evidence for the current care change
• select the Additional Care Information note banner to record additional details not captured in the form. Select Save within the notes section once the form is ready to submit
• go to Step 14

If care is not occurring in accordance with the written care arrangement:

• review the care details provided within the online application in the application snapshot by selecting Claim Overview
• select the Why is care not occurring in accordance with the written arrangement note banner and document the applicants response. Select Save within the notes section once the form is ready to be submitted
• record Has an interim determination has previously been made in relation to this care arrangement?:
• If Yes is selected, an information message will display, select Ok. Record if the other party is likely to agree to the care change. Select the Additional Care Information note banner to record additional details not captured in the form. Select Save within the notes section once the for is ready to be submitted. Go to Step 14
• If No, further questions will display:
• record if the care change has been reported within the maximum interim period. Select maximum interim period for further information and timeframes
• use the dropdown menus to record if the parties are taking reasonable action to adhere to the court order. Additional fields will display depending on the responses
• record if the other party is likely to agree with the facts of the care change
• record any additional information by selecting the Additional Care Information note banner. Select Save within the notes section once the form is ready to be submitted
• go to Step 14

Once all information has been confirmed and updated with the non-parent carer applicant, the application can be finalised.

Select Submit.

A notification Form Submitted Successfully will pop up.

If a mandatory field has not been completed, an error message will display once submit has been selected. Select the error message to navigate to the relevant field.

The applicant details form will display as Submitted.

Note: if the non-parent carer has applied online for child support from both parents, navigate to the other parents’ Application for Assessment interaction to confirm the details.

Sensitive issue indicators

If the applicant has indicated they have a family violence concern, a sensitive issue indicator will automatically be applied to the customers profile.

If the customers are managed by International Personalised Services (PS), contact the PS case manager to advise a new application has been received and a sensitive issue indicator has been added.

Follow up actions

If the applicant elects to register for an online account, see Manage Child Support online accounts in Pluto.

Use the Closing conversation guide to discuss the next step on the process.

Go to Table 1, Locate other party and contact.