Child support notification of death - Customer First processing (LPD Coding) 277-22021549

At the point of notification, Child Support may need to share information with Centrelink about the death of a:

• parent or carer, go to Step 2
• child or relevant dependant, go to Step 4

• Retrieve the parent or carer CRN
• Access Customer First and enter the CRN into the CRN: field and select Enter
• If (Deceased) displays on the Benefit Status (BST) line, the death has been recorded
• If (Deceased) does not display on the Benefit Status (BST) line:
• check if the customer has been advised as deceased to Centrelink by accessing the DL, IRRS, DEA and/or Document tools screens

Has the death notification been received?

• Yes, hand off work item/Fast Note is not required.
• No, go to Step 3

Create a hand off work item/Fast Note on the deceased customer’s record (at point of death notification).

• Open Customer First and enter the Customer Reference Number (CRN) in CRN: field
• Use Fast Note, key the following information
• Who Contacted: CSO - Customer Service Officer
• Service Reason: FTB - Family Tax Benefit
• Date of Receipt: Date of advice
• Channel: INT - Internal Channels
• Source: INT - Internal
• Use Fast Note - select Auto text, use Families > Updates > Notification of death FTB/CCS/PPL - Child
• Select Confirm and complete the required fields

Is a case ending due to the death of a liable payer, parent or carer?

• Yes, go to Table 2
• No, procedure ends here

Check if death action is already recorded on either parent, carer or FTB recipient of the child:

Retrieve the parents, carers or FTB recipients CRN

Enter the parent CRN, carers or FTB recipients into the CRN: field and select Enter.

Access the CHS screen and locate the deceased child.

If ‘DEC’ is showing next to the child’s name the death has been recorded. If ‘DEC’ is not showing more investigation is required:

• From CHS select the child by placing an ‘S’ next to their name
• Go to the CCH screen to locate any information.
• If the death has been recorded hand off work item/Fast Note is not required.
• If there are no details, check if the child has been advised as deceased to Centrelink by accessing the DL, IRRS, DEA and/or Document tools screens in the parents, carers or FTB recipient’s customer first records

Note: check all parents, carers or FTB recipients of the child for any information.

If the child is receiving a Centrelink benefit in their own right, go to Step 2.

If the death notification has not been received on the child’s record and there is no information on either parent, carer or FTB recipients file, go to step 5

Where the death notification has been received, a hand off work item/Fast Note is not required.

Create a hand off work item (at point of death notification).

• Open Customer First and enter the Customer Reference Number (CRN) in CRN: field
• Use Fast Note, key the following information:
• Who Contacted: CSO - Customer Service Officer
• Service Reason: FTB - Family Tax Benefit
• Date of Receipt: Date of advice
• Channel: INT - Internal Channels
• Source: INT - Internal
• Use Fast Note - select Auto text, use Families > Updates > Notification of death FTB/CCS/PPL - Child
• Select Confirm and complete the required fields

Procedure ends here.

Before completing Maintenance Action Coding (MAC) for the first time, Service Officers need to set up their user profile in Customer First. This is to make sure Quality On Line (QOL) checks flow to the right area for QOL checking.

In Customer First:

• Enter UP in the Next field and select Enter
• on the User Profile (UP) screen, in these fields, key:
• Region: FCC
• Workgroup: VISITOR
• Position: VISITOR
• Scroll down to the question, ‘Would you like to replicate you profile changes to all environments?’. Select Yes
• Select Save

To add a Fast Note to favourites, see Table 1 > Step 6 in Customer First navigation, common screens and functions.

QOL

QOLCheck and QOLStat are the tools used to select, check and report on the outcome of the QOL checks. Users can replay their own work or, with the right delegation, replay and check the work of others. See Quality On Line (QOL) Resources > QOL Guides, to gain access and use the QOL Tools.

On the living parent’s customer first record, check the following:

Customer Summary:

The Family Tax Benefit (FTB) status is current/current zero rate (FTB/CUR, FTB/CZR).

Activity List (AL):

There are no 'Started' or 'Submitted' Family Assistance Office (FAO) activities.

Has the above criteria been met?

• Yes, go to Step 3
• No, coding not required if living parent not in receipt of FTB. Seek SSO support if AL shows FAO activities

Note: make sure a ‘lock’ is on the record to make required updates. Look for the closed lock icon beside the customer’s CRN.

For FTB, updates must be made in the FAO system. Confirm the correct system is selected before making updates.

• Go to Workspace. Enter ‘Maintenance’ in the search facility and select Maintenance Action
  A ‘WARNING!!’ message will present after selecting Maintenance Action if it is the first time navigating there since entering the customer’s record
• Select Yes then Continue

Locate the appropriate maintenance group

From the Maintenance Action Test page, use the New MAT Code dropdown box for the applicable child/ren to select MAT code LPD.

In the Event Date box, include the date of death of the payer:

• Event Date - Date of death of the payer
• Maintenance Action Input - LPD (Liable Payer Deceased)
• Source: INT (Internal)
• DOR: Date of contact advising the details of death

Select Continue once all applicable children are updated.

The maintenance group on the MNGS screen will now display as a ‘Deceased Payer’. Each child will have a maintenance code of LPD.

Select Continue to go to Assessment Results (AR) screen.

Take note of the activity number (AMR) (located in the top left corner of the AR screen).

Select Do Not Finalise radio button, then Continue.

Go to the Activity List (AL) screen

Select the relevant activity (identified by your User Id).

In Select Options, select the (S) Select an activity radio button, then Continue.

Go to the Maint Explanation Summary (MNEX) screen.

If the customer has:

• one parent they are claiming child support from, the ‘Annualised Maintenance’ will show $0.00
• more than one parent they are claiming child support from, the MNEX screen will show a provisional line with reduced Annualised Maintenance

Go to the Assessment Results (AR) screen.

The ‘Assessment Warning and Error’ (AWE) screen may present.

This screen displays messages that have been stored on the selected activity record and can either be a ‘warning’ or an ‘error’.

To view the warning or error message, select the hyperlink.

Help text will display in a separate box with:

• information about the item, and
• if any action is required

If assistance is needed to action the error or warning, seek help via your aligned SSO.

Note: if an error is present on the AWE screen without taking the required action, it will prevent navigation to the AR screen.

Once on the AR screen, check the results of the activity.

If presented with a screen that contains any amounts in red in the ‘$ Adj Amt’ section, FTB has been adjusted as a result of the activity.

This may be the correct outcome. If unsure the result is correct (debt or arrears), seek SSO support.

Once satisfied that the results displayed on the AR screen are correct, finalise the activity:

• Select the Finalise radio button, then Continue

Use Fast Note, key the following information:

• Who Contacted: CSO
• Service Reason: FTB
• Date of Receipt: Date of receipt of notification of death
• Channel: INT
• Source: INT
• Summary line: UPD
• Document Storage: select ‘Nil’
• Document Completion: select ‘Yes’
• Extra Details: MAT update - LPD

Text:

‘Child Support case has ended as payer (insert full name/CRN) is deceased.

The following children in this child support case have had MAT updated to LPD: (insert child/ren name/s here).

Date of Notification: (insert date of notification)

Notified by: (insert details of who notified)

Date of Death: (insert date of death)

Confirmation: (include details of how death was verified i.e. Death notice in Courier Mail on xx.xx.xx)

If your activity is creating any arrears or overpayments (and you have confirmed these are correct), details should be included in your document.

(Insert own name, user id and contact number)’

Note: Leave all other fields blank.

Select Continue.

Key ‘DL’ in Next: field to go to the Document List (DL) screen. Check the document is present.

Check the AL screen and make sure that the only activities with your user ID have the status of COM (completed) or SUB (submitted).

If the AL screen shows:

• a SUB (submitted) activity against your user ID Go to step 10
• a COM (completed) activity against your user ID Go to Step 11
• any other status under your user ID seek SSO support

If the LPD activity on the living parent is showing on AL with a status of SUB, do not end the Child Support case in Cuba until the activity has been checked by a QOL checker.

Complete the request for an urgent QOL.

Wait for the Activity to be QOL checked. This can be checked by accessing the living parents Customer First record throughout the day and checking the AL screen for the status of any activities against your USER ID.

Once the AL screen shows a COM (completed) or no activity against your USER ID, go to Step 11.

• Retrieve the Payers CRN
• Enter the CRN into the CRN: field and select Enter
• If (Deceased) displays on the Benefit Status (BST) line, the death has been recorded.
• If (Deceased) does not display on the Benefit Status (BST) line:
• Check if the payer has been advised as deceased to Centrelink by accessing the DL, IRRS, DEA and/or Document tools screen

Has the death been recorded?

• Yes, no further action is required in Customer First, continue with DCM processes in line with Table 4 > Step 9 in the Confirmation of death for Child Support customers
• No, complete a hand off work item/Fast Note, see Table 1 > Step 3

DCM staff are not expected to interpret a reconciliation result.

However, the below information may assist in understanding the result.

Previous financial year reconciliation result is changing

From the AR screen, go to the FAO Reconciliation and Claim Summary (FRCS) screen (select option from the right hand side menu bar from the AR screen).

Select the most recent re-reco line (this will have an AMR that is ‘P’rovisional) by placing a ‘Y’ on the relevant line and pressing ‘enter’. This will open the FTB Calculation Result (FACRF) screen.

Select page up and down for this page and check the dates that the Difference column displays either a positive (arrears) or negative (debt) adjustment.

Do the dates match the DOE in the activity?

• Yes, this adjustment could be related to the update. Go to Step 2
• No, seek help via Technical Peer Support (TPS)

Select a line on the FACRF screen with an adjustment in the ‘Difference’ column by placing a ‘S’ next to the line and pressing [Enter].

This opens the FTB Calculation Period Assessment (FCPA) screen. From here, go to the ‘FTB Calculation Period Assessment Part A’ (FCPAA) screen by placing a ‘S’ next to this line:

On the FCPAA screen, check the ‘Total Maintenance Inc’ used in the ‘Reco Inc $’ column and the ‘Re-Reco Inc $' column.

Has the amount of Total Maintenance Income changed?

• Yes, and Re-Reco income has:
• increased - Where an increase in maintenance income is present, the customer may have an overpayment
• decreased - Where a decrease in maintenance income is present, the customer may have an arrears payment
• No, or unable to determine if correct, contact Technical Peer Support (TPS)

See:

Action required when Family Tax Benefit (FTB) customer no longer entitled to child support

How to group children on a customer’s Family Tax Benefit (FTB) record