Risks to a customer's privacy have been identified. See Separating Safely - protecting personal details to make sure the customer's personal details are safe before progressing.
This document outlines the processes for:
- recording a new application
- adding children to an assessment, and
- suspending, recommencing or ending an assessment due to reconciliation or an election to end.
On this page:
Record a new application for assessment by the applicant
Record a new application - non-applicant contact and finalisation
Add a child to a case
Add a relevant dependent child to a case
End an assessment
Suspend an assessment due to reconciliation
End a suspension, when the case is to restart
End an assessment due to reconciliation
Record a new application for assessment by the applicant
Table 1
Expand tableStep | Action |
1 | Start point - Record a new application
Start point: Main Menu window. This process involves customer contact and information gathering. Significant amounts of time may pass between certain steps. See also: Table 2 |
2 | Search for an existing customer record
Select  to open the Find Customer dialogue box. Search for the applicant using a find Customer search. To minimise the risk of duplication, search using all surnames that a customer may have used. See also: Application for assessment - search for and create a customer record. - If the customer record exists, update any details that have changed but do not create another record. Go to Step 3
- If there is no customer record in Cuba, create a new customer through the Individual Customer Details window
- See Customer records Cuba Process Help
|
3 | Open the customer record
If the customer record has not opened in the Customer window, perform another Find Customer search. Use  . Highlight the customer in the List Customer window. Open the record using  . |
4 | Add the applicant to the new assessment
From the Customer window, in the Go menu select Involvement List. If the customer has no cases, Cuba will go directly to the Registration window. If the applicant has one other case: - Cuba will open the Registration List dialogue box
- select:
- Cancel to go to the Involvement List window
 to open the Case/Registration window
If the customer has more than one case (multicase): - the Involvement List window will open
- select
 to open the Registration window
|
5 | Add the registration details
In the Case/Registration window: - make sure Child Support is selected in the For group box (the default)
- make sure the applicant is sent to the correct role (payee or payer)
In the Application group box: - select the appropriate application Type
- key the Lodgment Date in the corresponding field
- key the Mailroom Date in the corresponding field
|
6 | Add the other party and children to the assessment
Add the Other Party using  . This will open the Find Customer dialogue box. Search for the Other Party using the Find button in Find Customer dialogue box. To minimise the risk of duplication, search using all surnames that a customer may have used. - If the customer record exists, do not create another record:
- highlight the customer in the List Customer window and
- add the record using
- If there is no customer record in Cuba, create a new customer record through the Individual Customer Details window. For more information see Customer records Cuba process
Add any children of the relationship to this case using Steps 3 to 8 of the Table 3. Add any relevant dependent children for the applicant using Steps 2 to 6 of the Table 4. |
7 | Record collection preference
Select Service Options and make sure the applicant's preference for collection option is selected in the Collection group box. This will default to No meaning Private Collect. Change it to Yes unless the customer has asked for the case to be private collect. Note: this preference does not guarantee the applicant will be the payee because the role may change before the case is finalised. - Select:
- OK to return to the Case/Registration window
 to save the service options and enable the Go menu
|
8 | Record the relationship details
From the Case/Registration window, select: The Relationship window will display. Make sure for each child of the case, the correct details have been selected for the following group boxes: - Relationship to Payee
- Relationship to Payer, and
- Relationship of this child's parents to each other
Select  to save the changes. Select:  . The Information Detail dialogue box will display. The message will explain Eligibility must be saved for the changes to take effect- OK to return to the Case/Registration window
|
9 | Record the care details
Select the Go menu and select Care. This will open the Care window. - See Table 1 in Care Cuba Help
- Pend the care records for any children of this relationship as the details will need to be confirmed with the other party. Only Steps 1 to 6 of the above process help are required at this stage
- A relevant dependent child can have their care status accepted at 365 nights per year. Eligibility should not be saved at this stage
- Close the Care window > close the Case/Registration and > the Customer window
|
10 | Record the applicant’s income information
Go to the Client Income window from the Go menu by selecting Client Income. - If a Warning Detail dialogue box appears stating that no income details were found, select OK to close it
- Record the applicant's income information for the last relevant year
- If the applicant has a TFN recorded on their profile, select
 to retrieve tax return information from the ATO. This transfer will take up to 24 hours
When is selected these error messages may appear: - No client details found at ATO for this TFN. In this case clarify with customer if the number is correct. If the customer maintains the number is correct they may need to contact the ATO to clarify. For more information the customer can visit the ATO website
- Client has multiple roles with ATO - requires investigation in ICP. This means the customer has multiple accounts on a single TFN. Investigate the customer's accounts in ICP to determine an income
- TFN not active at ATO - requires investigation in ICP. The TFN provided by the customer may have been end dated. Investigate the customer's account in ICP to ascertain if they have another TFN listed
- No income details found for this client. The customer may not have lodged tax returns or may not have been required to lodge. In this case contact the customer to get an income declaration
If the applicant does not have a TFN or has not lodged a tax return, attempt to Record an Income Tax Declaration for the last relevant year of income. If the applicant cannot provide enough information for an income declaration, select  . This will issue the required ATO Legal Notice. Derive an income based on information found on the ATO applications if possible. For more about updating incomes, see Income processing for Child Support customers. |
11 | Determine if estimate or post separation income exclusion required
Post Separation Income Sometimes the customer's adjusted taxable income includes additional income earned after separation. The customer may be able to have this income excluded from their adjusted taxable income. Estimate of Income If the applicant's current income is less than their adjusted taxable income from the last relevant year, they may elect to lodge an income estimate. |
12 | Record disbursement details if CSP collection requested
- If the applicant requested CSP collect child support, select on the Go menu and select Disbursement Options. This will open the Bank details window
- Record the applicant's disbursement details in the Payee Disbursement Options window. See Disbursement Cuba Process Help
Return to the Customer window by selecting  . |
13 | Document the pre-registration discussion
From the Customer window, select: - the Go menu and
- Communication
The Communication window will display. In the Communication group box, record the applicant pre-registration interview as follows: - Type: Phone In (or Phone Out if processing a paper application)
- Case: Select corresponding case number
- Reason: Provide Inform
- With: Client or another selection as appropriate
In the Applicable Issues group box, select  . This will open the Applicable Issues Selection List dialogue box. - In the Category menu, select Registration
- In the Issue menu, select Registrn
- Select the Add to List button and select the OK to return to the Communication window
Select  to save the communication record. Highlight the record in the Communication History group box. Once the document is completed, select:  to save the document to return to the Communication window to return to the Customer window
|
14 | Record products and services offered
If at any stage any products or services referrals were offered, record the status in the Products and Services window. To do this select the: - Go menu and select Products and Services
 to add a new Products and Services List entry- relevant products and/or services discussed in the Item Selection group box
- appropriate Status in the Item Selection group box. Remember that if the customer neither accepts nor refuses the product or service, select Offered
- Add to List button to add the items to the Products and Services List
 to save and send any requested products. Note: if SMS services are one of the services in the entry, a mandatory notepad is required. This notepad should explain the customer's decision for accepting or refusing the service to return to the Customer window
|
15 | Post pre-registration follow up
During the pre-registration interview it may become apparent that a residency decision is possibly required for either: - the applicant, or
- the non-applicant party
For details about the information gathering and Cuba actions required, see Residency decisions for Child Support customers. For complex cases, create a Post Registration Call intray on the Customer window with a note to conduct a post registration interview with the applicant. To create this intray, see Intray management Cuba Process Help. |
Record a new application - non-applicant contact and finalisation
Table 2
Expand tableStep | Action |
1 | Start point - Record a new application - non applicant
Start point: Customer window. |
2 | Confirming the non-applicants details
Prior to contacting the other (non-applicant) parent the following details need to be obtained and confirmed: - TFN
- Address
- Telephone number
- Income details - if the TFN has been confirmed, use
 to import tax return information into Cuba, and - Employment details
When  is selected the following error messages may appear: - No client details found at ATO for this TFN. In this case clarify with customer if the number is correct. If the customer maintains the number is correct they may need to contact the ATO to clarify. The customer can visit the ATO website for more information
- Client has multiple roles with ATO - requires investigation in ICP. This means the customer has multiple accounts on a single TFN. Investigate the customer's accounts in ICP to determine an income
- TFN not active at ATO - requires investigation in ICP. The TFN provided by the customer may have been end dated. Investigate the customer's account in ICP to ascertain if they have another TFN listed
- No income details found for this client. The customer may not have lodged tax returns or may not have been required to lodge. In this case contact the customer to get an income declaration
These information gathering activities generally occur outside of Cuba, see Applications for a child support assessment for further information. Avoid using default incomes and tracing indicators at registration. If unable to find a customer's TFN or any income information or address, seek help from a Service Support Officer (SSO). Using the information available, attempt to contact the non-applicant parent. |
3 | Documenting unsuccessful contact with the non-applicant
Document any unsuccessful searches for a telephone number in a notepad on the non-applicant parent's Individual Customer Details window. Document unsuccessful contact attempts in the Communication window as follows: - Type: Phone Out
- Case: Select corresponding case number
- Reason: Provide Inform
- With: Client
- Category: Registration
- Issue: Other
- Notepad subject heading: Attempted phone contact
- Notepad body text: Include phone number called and time
|
4 | Documenting successful contact with the non - applicant
To document a successful phone contact with the non-applicant parent, make sure the non-applicant's Customer window is open. Select the Go menu and select Communication. This will open the Communication window. In the Communication group box, record the non-applicant pre-registration interview as follows: - Type: Phone Out (or Phone In if the customer is responding to prior correspondence)
- Case: Select corresponding case number
- Reason: Provide Inform
- With: Client
In the Applicable Issues group box, select  . This will open the Applicable Issues Selection List dialogue box. - In the Category menu, select Registration
- In the Issue menu, select Registrn
- Select the Add to List button and OK to return to the Communication window
- Select
 to save the communication record - Highlight the record in the Communication History group box
Select  to open the Notes window. - Document any details which are not recorded in the registration windows
- The Interactive Assessment Guide - Other Parent provides guidance on common interview topics and is a tool to help generate the required document
See Documenting Child Support information for more information - Once the document is completed, select
 to save the document - Select:
 to return to the Communication window, and to return to the Customer window
|
5 | Confirm the non-applicant income
If using  , did not find any income information and the customer knows their taxable income for the last relevant year, attempt to record an Income declaration see Income Cuba Process Help. If the non-applicant parent cannot provide enough information for an income declaration, select  to issue the required ATO Legal Notice. Attempt to derive an income based on information found on the ATO applications. For more about updating incomes, see Income processing for Child Support customers. |
6 | Determine if estimate or post separation income exclusion required
Post Separation Income If the non-applicant's adjusted taxable income includes additional income earned after separation, the customer may be able to apply to have this income excluded from their adjusted taxable income. For more information about: Estimate of income If the non-applicant's current income is less than their adjusted taxable income from the last relevant year, they may elect to lodge an income estimate. For more information about: |
7 | Care determinations family assistance customers
If either party is a Family Tax Benefit (FTB) customer and the care details of the children of the case have not changed since it was last provided in the FAO system, the care details need to be aligned. If: - neither customer is in receipt of FTB, or
- a new care decision has been made in the FAO system, go to Step 9
From the Customer window > the Go menu and > External Info Care. - Check Centrelink have sent their current care details to the External Information Care window. This should occur automatically within 3 days of the customers' details being sent to Centrelink. If this has not occurred, select CNLK Refresh to send a manual request. Return to the Customer window
- Once the External Information Care window details have refreshed, return to the Care window
To go back to the Care window: - in the Go menu, select Involvement List
- select the relevant Case ID from the Cases group box
- select
 to open the Case/Registration window - in the Go menu, select Care
Use the Select Child dropdown menu to select each individual child to check if the CSP care matches the FAO care. If the CSP pending care matches the FAO accepted care, the FAO system record should automatically replace the CSP record. If this has not happened, delete the CSP pending care record. To do this: - go to the File menu and select Delete
- select OK to close the Warning Detail - 2671 dialogue box that will appear
- in Adjustment Reason, select FAO INFO
- select
If no new care information has been received from the FAO system, make a decision based on the care information supplied by the customers. See Change in child support care levels from 1 July 2018 (15 May 2019 for WA ex-nuptial cases) |
8 | Care determinations non-families (FAO system) customers
Before pending Eligibility any pending care decisions must be are finalised. For assistance in making a care decision, see Change in child support care levels from 1 July 2018 (15 May 2019 for WA ex-nuptial cases) Add a new care record for information about how to process a care decision. |
9 | Check and pend eligibility
Go to the Case/Registration window for the new case. To do this: - open one of the customers' Customer windows
- in the Go menu, select Involvement List
- select the relevant Case ID from the Cases group box
- select
 to open the Registration window
In the Go menu, select Eligibility. This will open the Preconfirmation Results dialogue box. - Check the preconfirmation results carefully. Note any unexpected results. If unsure about what information should appear in the preconfirmation results for a specific case, see Technical support Cuba Process Help
- Select Close to go the Eligibility window
- Select Pend to pend Eligibility and return to the Registration window. Do not save Eligibility at this stage
- Investigate any unexpected preconfirmation results and take any required action to resolve them. Request SSO assistance as required
Make sure: - any evidence to support the presumption of parentage (POP) that was requested during the pre-registration interviews has been received and any details updated in Cuba. See Relationship Cuba Process Help for information about how to do this
- the residency statuses of both customers are correct and up to date. This may require making a residency decision. See Residency decisions for Child Support customers for more information about making this decision
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10 | Final income checks prior to finalising the application
From the Customer window of either the payee or payer, go to the Client Income window by selecting the Go menu and selecting Income. - Select:
 to make sure any updated income information received since the day the application was lodged will be loaded to return to the Customer window to move to the associated customer.
If there is more than one associated customer, highlight the relevant entry in the Associated Client Navigation window and use  to open the correct Customer window - Repeat the above steps for the other party
Return to the Case/Registration window for the new case. To do this: - in the Go menu, select Involvement List
- select the:
- relevant Case ID from the Cases group box
 to open the Registration window
|
11 | Finalise the application
In the Go menu, select Eligibility. This will open the Preconfirmation Results dialogue box. - Check the preconfirmation results carefully. A list of preconfirmation messages can be found in the Eligibility window help. Note any unexpected results. If unsure about what information should appear in the preconfirmation results for a specific case, for further assistance see Technical support Cuba Process Help
- Select Close to go the Eligibility window
- If there are any errors or other unexpected results, select Cancel to go back to the Case/Registration window and take any required action to resolve these issues. Otherwise, select Save to register the case in Cuba
- Select OK to close the Letter Information dialogue box. The result will be the Case/Registration window will display. The registration has been completed
Select  to open the Letters List and make sure the affected customers are receiving the correct information. The following letters will generate: If the application is accepted (eligible): - Reg4-1 Child Support Assessment application accepted (to receiving parent)
- Reg4-2 Acceptance of Child Support Assessment application (to paying parent
If the application is rejected (ineligible): - Reg4A-1 Application for child support not accepted (to applicant)
- Reg4A-2 Application for child support not accepted (to other parent)
If a parent's role as payer or payee changes: - Reg4-1 Child Support Assessment application accepted (to new receiving parent)
- Reg4-2 Acceptance of Child Support Assessment application (to new paying parent)
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12 | Further income information required
Some customer's incomes may need further investigation or action. If more referrals are needed see Applications for a child support assessment. Send an email referral about the customer’s capacity to pay. Send an email referral about income tax lodgement enforcement. If an estimate review or reconciliation is required: - from the Customer window, select the Go menu and select Intray Detail
- select
 . Start a new Intray Item entry - select the appropriate intray Type, either Estimate Rec or Estimate Review Required
- select
 . Record in the corresponding notepad the estimates that require review or reconciliation - select
 to open the Intray Item Routing dialogue box - make the following selections:
- Office: NATIONAL OFFICE
- Stream/Team: IR IRP LEADERSHIP GROUP
- Position: A - SPECIALIST EST WORK
- select OK to return to the Intray Item Detail window
- select:
 to create and route the new intray to return to the Customer window
|
Add a child to a case
Table 3
Expand tableStep | Action |
1 | Start point- Add a child to a case
Start point: Case/Registration window. |
2 | Create a new assessment record
Select  to create a new application for assessment in the Case/Registration window. Note: if adding a child to a new registration, this step is not necessary. Go to Step 3. |
3 | Add the child/ren to the assessment
Add the child/children using  in the Children of this relationship / Spouse group box. This will open the Find Customer dialogue box in the List customer window. Perform a Find Customer search for the child's name and date of birth. Remember to search under both parents' surnames to minimise the risk of duplication. - If there is no child record in Cuba, create a new customer in the Individual Customer Details window. To do this, see Table 2 in Customer record Cuba Process Help
- If the child record exists, do no create another record
Highlight the child to be added to the case and add them to the case using  . Return will be to the Case/Registration window. To add multiple children, repeat the above steps for each child. If the child is being added to: |
4 | Record the application details (if applicable)
Make sure the For and Applicant group boxes are correctly populated. In the Application group box: - select the correct application Type
- key the relevant date into the Lodgement Date field, and
- key the relevant date into the Mailroom Date field
Note: this step does not need to be completed when recording a new application for assessment as these details will have already been entered. |
5 | Record the child's role in the assessment
Highlight one child and select Child Details. This will open the Child Details dialogue box. - Select the appropriate Child Role radio button option
- Select OK to return to the Case/Registration window
- If adding multiple children, repeat the above steps for each child
The Service Options button is now enabled. Select it to open the Service Options dialogue box. |
6 | Check the collection status of the case
The Collection group box is enabled if registering a new case. Remember to check the Collection radio button option as the default option may not be correct. Otherwise the option will inherit the collection option from the original case. Select OK to return to the Case/Registration window. |
7 | Record the relationship details
From the Case/Registration window, select: The Relationship window will display. Make sure for each child of the case, the correct details have been selected for the following group boxes: - Relationship to Payee
- Relationship to Payer, and
- Relationship of this child's parents to each other
Save any changes, select  Select:  . The Information Detail dialogue box will display. The message will explain Eligibility must be saved for the changes to take effect- OK to return to the Case/Registration window
|
8 | Record the care details
- Select the Go menu and select Care. This will open the Care window. See Table 1 in Care Cuba Process Help
- Pend the care records for any children of this relationship as the details will need to be confirmed with the other party. Only Steps 1 to 6 of the above process help are required at this stage
- A relevant dependent child can have their care status accepted at 365 nights per year. Do not save eligibility at this stage
- Close the Care window > close the Case/Registration window and > the Customer window
|
9 | Save the record
Select . |
10 | Document the decision
Select  to open the Notes window and document all required information regarding the child/ren. For more information, see: Table 2 in Documentation Cuba Process Help and Documenting Child Support information. |
11 | Check eligibility
Eligibility must be saved to give effect to these changes. Do not save Eligibility until the care and relationship details have been confirmed. Check the Case liability rates and letters to make sure the affected customers are receiving the correct information. |
Add a relevant dependent child to a case
Table 4
Known Cuba Issue Cuba will not allow a child to be correctly added as an active relevant dependent to a registration if the child has an ended or ineligible 'claimed for' role, and only one registration is recorded for that case. What do I need to do? Escalate the matter to a Service Support Officer (SSO). The SSO needs to manually calculate the Child Support rate including the relevant dependent allowance and apply a manual periodic amount or formula modification. The initial manual period/formula modification amount will not change unless it is manually updated when changes that should alter the Child Support rate occur. Manual periods/formula modifications have a 'W' warning sign in the Pre-confirmation Results window which indicates these calculations must be considered along with other changes to eligibility to give effect to a correct assessment.
Expand tableStep | Action |
1 | Start point - Add a relevant dependent child to a case
Start point: Case/Registration window. |
2 | Add the child/ren to the assessment
Add the child/children using  in the Relevant Dependent Children group box. This will open the Find Customer dialogue box in the List customer window. Perform a Find Customer search for the child's name to minimise the risk of duplication. Open the Find Customer dialogue box and perform a Secondary Search using the following in the Family Name field: - the surname of each parent, and
- Unknown
If there is no child record in Cuba, create a new customer record through the Individual Customer Details window. If the child record exists, do no create another record. Highlight the child to be added to the case and add them to the case using  . Return will be to the Case/Registration window. To add multiple children, repeat the above steps for each child. |
3 | Record the child's role in the assessment
Highlight a relevant dependent child and select Rel Dep Details. This will open the Child Details dialogue box. - Select the appropriate Child Role by selecting the radio button for the relevant party, based on the roles in the Case/Registration window
- Select OK to return to the Case (Registration) window
If adding multiple relevant dependent children, repeat the above steps for each child. |
4 | Save the record
- Select
 in the Case/Registration window to save the changes made - Select OK to the information detail dialogue box
|
5 | Record the care for the relevant dependents
In the Case/Registration window: - select on the Go menu; and select Care to open the Care window
- use the Select Child dropdown menu to select each relevant dependent child. Make sure the View Type is set to CURRENT CARE
- select
 to create a new care record. Alternatively, if this is the first care record on this case, select the child's name to achieve the same effect
In the Care Details group box: - select ACTUAL in the Type dropdown menu
- select ACCEPTED in the Status dropdown menu
- key the relevant start date into the From Date field
- key the date of notification into the Notified Date field
- key the Percentage of care for the payee or payer, as appropriate
- select the appropriate Source of the information
- select
 to add the changes to the case records - select
 to close the Care window and return to the Case/Registration window
Note: when adding a relevant dependent child, generally speaking the only scrutiny required is the verbal confirmation that the child is a biological or adoptive child of the payee or payer. |
6 | Document the details
Document the application in the Communication window - From the notifying parent’s Customer window, select GO
- Select Communication from the dropdown menu
- In the Communication box:
- Select PHONE IN in the Type dropdown menu
- Select CASE NUMBER in the Case dropdown menu, if more than one case
- Select PROVIDE INFORM from the Reason dropdown menu
- Select the person advising of the relevant dependent child from the With dropdown menu
- Select ASSESSMENT in the Category dropdown menu
- Select RELEVANT DEPEND from the Issue dropdown menu
- Select ADD TO LIST
- Select OK
- Select
 to save the entry
From the Communication History box in the Communication window, select the entry just saved. - Select
 , and copy and paste the completed Add a child or relevant dependent child macro into the notepad - Select Save to save the notepad
- Select
 to close the Notes window and return to the Communication window. - When the information message 'Do you want a 'Communication Follow Up' intray to be created.' Displays, select No
Document the decision in the Case Registration window Do not include the child’s full name and date of birth in the decision document. From the Case Registration window, select  to open the Notes window and document all required information. Points to include are: - Who has care of the child
- The percentage of care
- Date notified
- Person providing the information
- Legislative reference used to make the decision
- Any important information about the decision. For example, if the decision is that the child was ineligible, explain the reason for this.
Note: for more information, see: Table 2 in Documentation Cuba Process Help and Documenting Child Support information. Select  to save the notepad |
7 | Check and run eligibility
Save eligibility to give effect to these changes. Note: if adding a care record was one part of another process that also required Eligibility to be saved, complete any actions required for the process before saving Eligibility. - Select Go and select Eligibility to open the Preconfirmation Results dialogue box
- Select close after reviewing the Preconfirmation results. See the Eligibility window for assistance on the information found on this screen. Seek technical support assistance if required
- Select Save to apply the changes to the case. This generates the Letters information dialogue box
- Select Ok to close the letters Information dialogue box and return to the Case window
|
8 | Check the letters
Select  to open the Letters List and review to make sure customers receive the correct information. |
End an assessment
Table 5
Expand tableStep | Action |
1 | Start point - End an assessment
Start point: Case/Registration window. |
2 | Record the end of assessment details
Select Service Options to open the Service Options dialogue box. In the End Stage 2: S151 Form or Reconciliation group box: - select the reason for ending the case from the Reason dropdown menu. If selecting Reconciliation, suspend the assessment, see Table 6
- key the date of notification in the Notification Date field
- key the date the liability will end in the Date Liability Ends On field. This field will not enable if the selected reason is reconciliation
- select OK. A confirmation dialogue box will open advising that by selecting an end event this may close the case when the details are saved. All other changes will be ignored. Select Yes change
An information Detail box will say to go to the Eligibility window to effect this change. Select OK. |
3 | Document the decision
Select  to open the Notes window and document the reason for suspending the case. For more information, see Table 2 in Documentation Cuba Process Help and Documenting Child Support information. - Select
 to save - Select
 to return to the Case window
|
4 | Check and run eligibility
In the Case/Registration window > GO menu > Eligibility. - In the Pre-confirmation Results dialogue box, check the results, to make sure the change is applying as expected. For assistance, refer to Eligibility window help
- Select Close
If the Pre-confirmation Results dialogue box shows unexpected results seek help from a Service Support Officer (SSO) before saving. For assistance, see Technical support Cuba Process Help. As a result of ending the case a Letter Information message will appear advising the letters which will generated. Select OK to continue. |
5 | Check the letters
Select  and check any letters generated to make sure all affected customers are receiving the correct information. |
Suspend an assessment due to reconciliation
Table 6
Expand tableStep | Action |
1 | Start point - Suspend an assessment
Start point: Case/Registration window. |
2 | Record the reconciliation details
Select Service Options to open the Service Options dialogue box. In the End Stage 2: S151 Form or Reconciliation group box: - Select the reason Reconciliation from the Reason dropdown menu
- The Reconciliation dialogue box will open when Reconciliation is selected in the Reason dropdown menu and there is no current suspend assessment in place with a status of Pended or Accepted.
|
3 | Record the reconciliation dates
In the Reconciliation dialogue box: - select Suspend Assessment in the Request Details dialogue box
- select CSA in the Applicant Details dialogue box
- key the date of reconciliation in the Date of Reconciliation field
The following will occur in Cuba, the: - Notification Date field will automatically populate. The Review date will automatically populate to a date six months in the future
- End Date should remain blank
- End Suspension Date should remain blank
Select the reconciliation status from the Reconciliation Status field. - An Information Detail box will open advising that care of the children must be confirmed
- Consider if collection activities are appropriate
- Select OK twice to return will be to the Service Options dialogue box
An information Detail box will say to go to the Eligibility window to effect this change. Select OK. |
4 | Document the decision
|
5 | Check and run eligibility
From the Case/Registration window > Go menu > Eligibility. - In the Pre-confirmation Results dialogue box, check the results to make sure the assessment is ending as expected. For help, see Eligibility window help
- Select Close
If the Pre-confirmation Results dialogue box shows unexpected results, seek help from a Service Support Officer (SSO) before saving. See Technical support Cuba Process Help. - Select:
  to save
As a result of ending the case, a Letter Information message will appear. This message lists the generated letters. Select OK to continue. |
6 | Check the letters
Select  . Check any letters generated to make sure all affected customers are receiving the correct information. |
End a suspension, when the case is to restart
Table 7
Expand tableStep | Action |
1 | Start point: End a suspension
Start point: Case/Registration window. |
2 | Record the end suspension date
- Select:
- Service Options to open the Service Options dialogue box
- Reconciliation Details box to open the Reconciliation dialogue box
- Key the day before the date of re-separation in the End Suspension Date field
- Select OK. A warning detail box will open advising to confirm the care details for the children. Select OK
Select OK in the Service Options dialogue box to return to the Case/Registration window. |
3 | Document the decision
|
4 | Check eligibility
From the Case/Registration window: - select the Go menu and select Eligibility
- in the Pre-confirmation Results dialogue box, check the results, to make sure ending the suspension is applying as expected. For assistance, see Eligibility window help
- select Close
If the Pre-confirmation Results dialogue box shows unexpected results, seek help from a Service Support Officer (SSO) prior to saving. See Technical support Cuba Process Help As a result of ending the suspension a Letter Information message will appear advising the letters which will generated. Select OK to continue. |
5 | Check the letters
Select  and check any letters generated to make sure all affected customers are receiving the correct information. |
End an assessment due to reconciliation
Table 8
Expand tableStep | Action |
1 | Start point - End an assessment due to reconciliation
A Reconciliation Review Required intray will automatically generate to prompt the review. Start point: Case/Registration window. |
2 | Record the end suspension date
Select Service Options to open the Service Options dialogue box. Select the Reconciliation Details box to open the Reconciliation dialogue box. - Key the date the suspension is to end in the End Suspension Date field. The end date must be a date before the Review Date. Note: the end suspension date is the last day of the 6 month reconciliation period. An example is if reconciliation commenced on 10 January the end suspension date will be 9 July (not 10 July)
- A Warning Details dialogue box will open advising that the care details for children must be confirmed. Select OK
- Return will be to the Service Options dialogue box
- Select OK in the End Stage 2: S151 End Form or Reconciliation group box
- Select
 in the Case/Registration window to save - Run Eligibility but do not save
|
3 | Record the case end details
Select Service Options to open the Service Options dialogue box Select the Reconciliation Details box to open the Reconciliation dialogue box - Select End Case
- Key the date the case will end in the End Date field
Note: the end case date is the last day of the 6 month suspension period, which is the day before the review date Example Reconciliation date is 10 January, the end suspension date is 9 July not 10 July. Recording the correct case end date prevents an assessment creating for 1 day after the 6 month suspension period. Therefore the end case date is also 9 July. End case date is the same as the End suspension date. Select: - Accepted from the Reconciliation Status dropdown menu
- OK. Return will be to the Service Options dialogue box
- OK. Return will be to the Case/Registration window
 to save
|
4 | Check and run eligibility
From the Case/Registration window > Go menu > Eligibility. - In the Pre-confirmation Results dialogue box, check the results to make sure the assessment is ending as expected. For help, see Eligibility window help
- Select Close
If the Pre-confirmation Results dialogue box shows unexpected results seek help from a Service Support Officer (SSO) before saving. See Technical support Cuba Process Help. - Select
 - Select
 to save
As a result of ending the case, a Letter Information message will appear advising the letters that will generate. Select OK to continue. |
5 | Check the letters
Select  . Check any letters generated to make sure all affected customers are receiving the correct information. |
6 | Document the decision
- Select:
 to open the Notes window. Document the reason for ending the case. For more information, see Table 2 in Documentation Cuba Process Help and Documenting Child Support information to save return to the Involvement List window
|
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