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

At the point of notification, to share information with Centrelink about the death of a:

• parent or carer, go to Step 2
• child or relevant dependant, go to Step 3

Liable Parent Deceased (LPD) coding is completed on the payee when:

• proof of death is confirmed for a liable payer, parent or carer
• the payee is in receipt of family Tax Benefit (FTB), and
• child support were notified of the death first and the death action has not already been recorded in Customer First

When a case is ending due to the death of a liable payer, parent or carer, record the Maintenance Action Test (MAT) - LPD code in Customer First, prior to ending the child support case in Cuba. Go to Step 4.

LPD coding in Customer First and the ending of a child support case in Cuba should be coded on the same day. After LPD coding check the activity in Customer First. If it is sitting in the TPS region, do not end the case in Cuba until the activity has been released from QOL. Go to Step 12.

The deceased payer may have more than one child support case. This process may be required on more than one payee's Centrelink record.

• 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 > Child Support Notification of Death
• Select Confirm and complete the required fields

If a case is ending due to the death of a liable payer, parent or carer, go to Step 4, otherwise procedure ends here.

• 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.

Confirm the payee receives Family Tax Benefit (FTB) by selecting the CRN/BP hyperlink and note down the deceased payer details.

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

In the ‘CRN/BP’ screen, customer’s benefit status is identified in the Customer Summary screen. The Benefit Status line will show (possibly among others) FTB/CUR for FTB = current if the customer is receipt of FTB benefits.

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

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 the Yes radio button and then Continue.

Go to Step 5.

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.

Note: for multiple children, Source and Date are only required once.

The maintenance group on the 'MNGS' screen will now display as a ‘Deceased Payer Group’.

Go to Step 6.

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).

Do not complete the activity (maintenance updates do not apply until the AR screen (via the AL screen) is completed).

Select Do Not Finalise radio button, then Continue.

Go to Step 7.

Go to the Activity List (AL) screen, if not there already.

Select the relevant activity (identified by the Last User Id and the previously noted AMR number).

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.

If the customer has more than one parent they are claiming child support from, the MNEX screen will show a provisional line with reduced Annualised Maintenance.

Go to Step 8.

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 Technical Peer Support (TPS).

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

Go to Step 9.

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, re-reconciliation of FTB has occurred as a result of the activity.

This may be the correct outcome.

For example - Reconciliation has already occurred for the 2014-15 financial year. The DOE used in the update was 1 January 2015 (inside the 2014-15 financial year). It would be likely that an overpayment or an arrears payment would occur (depending on the customer’s circumstances).

If unsure the result is correct (debt or arrears), see Table 2.

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

• Select the Finalise radio button
• then Continue

Go to Step 10.

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

Clear out of the payee’s record by entering 'CLR' in the Next: field.

Go to Step 11.

Retrieve the Payer’s CRN (previously noted down at Step 6).

Enter the Payer’s CRN into the CRN: field and select Enter.

Check if the Payer has already had death action recorded by navigating to the ‘DEA’ screen.

If (Deceased) displays on the Benefit Status (BST) line, the death has been recorded.

• If the death is not recorded, complete a hand off work item, see Step 2

No further action is required, if:

• a hand off work item, see Step 2, has already been completed to advise Centrelink of the notification of death for the payer, or
• the death record has been actioned by Centrelink

Note: to confirm if a hand off work item has been completed, review the document list to check that the Fast Note has been completed.

Check the LPD activity in Customer First once completed.

If the activity is sitting in region 'TPS', do not end the Child Support case in Cuba until the activity has been released from QOL.

To check if the activity has been released, use the QOL.

Check: Income Security System via the desktop icon.

• Select file
• Select Replay work
• Enter USER ID
• Select search
• Locate the relevant CRN
• Select Replay
• Select Next through the screens to 'the outcome of this check is to'

If:

• release from QOL is selected, the activity has been checked and released. The Child Support case can now be ended in Cuba. See Confirmation of death of a child support parent or carer and Deceased Customer Management Cuba Process help
• return for correction and rechecking is selected, do not end the Child Support case in Cuba:
• Action will be required to correct the record by the DCM Service Officer
• See steps above how to key the TPS

If help is required contact TPS.

Procedure ends here.

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