Care Cuba Process Help 277-30010060

Start point: Care window

Use the Select Child dropdown list to select the child while keeping the View Type as 'Current Care'. Highlight the child's name in the Care group box; this will populate the Care Details group box.

Select to create a new record, this is not necessary if this is the first care record for the child.

In the Care Details group box:

• select the Type of care being reported based on the date the care is reported and information provided
• set the Status to 'PENDING'
• key the date of event into the From Date field
• check the To field is blank
• key the date of notification into the Notified field
• if the care record is based on a care arrangement, key the date the care arrangements were made in the Made On field

In the Payee Care group box, key in the:

• Nights field, the number of nights per 12 month period the payee has care of the child, or
• Percentage field, the percentage over a 12 month period the payee has care of the child

Note: record care as a percentage if calculating care based on hours of care 50/50 split care or a 100% block of care.

When recording 50/50 split care, enter 50% to the payee. Cuba will automatically default the percentages to 51% for the payee and 49% for the payer and tick the 'Care Recorded as 50 Percent' check box.

The customer's covering letters will state both parties have 50% care of the child, however the assessment notice will show 51% or 49%. This has no impact on the assessment rate.

If the customer cannot provide an exact percentage of care, calculate the percentage of care using the Care Calculator or manually calculate the number of nights.

Press the Tab key or select another part of the screen to populate the Payer Care group box. Update if this information is not correct.

The Source should default to 'CSA' in the Payee Care and Payer Care group boxes. Update this if required.

Tick the relevant indicator check boxes in the Additional Information group box.

In the Applicant Type field make sure the radio button shows the correct role for the notifying customer.

Select:

• to save the information recorded for this child. This will open the dialogue box confirming care was measured over 12 months from the date of event
• No to return to the Care window and make any required corrections, otherwise select Yes

Check the correct 'Use Date' is applied. If not, select the relevant dropdown option to apply the correct date of effect. For care changes notified:

• Within 28 days of the 'Date of Event' the 'From Date' should be used for both parties
• Before 1 July 2018 (15 May 2019 for WA ex-nuptial cases) and more than 28 days after the 'Date of Event' the 'Notification' date should be used for both parties
• On or after 1 July 2018 (15 May 2019 for WA ex-nuptial cases) and more than 28 days after the 'Date of Event', the:
• 'From Date' should be used for the reduced care carer
• 'Notification' should be used for the increased care carer

Select to save the updated information recorded for this child

To add multiple care records, repeat steps 1 to 11 of this Process Help for each child where a new care record is required.

Select to open the Notes window and document all required information regarding the care record(s).

Note: document court orders, parenting plans and written agreements in the Care window, even if care is not occurring as per the care arrangement. A Pending Care Decision intray will create with a 14 day due date for each case the child is reflected in. This intray will automatically delete when the pended care record is processed and finalised.

Select to close the Care window and return to the window of origin (either Case or Registration).

Start point: Care window

Use the Select Child dropdown list to select the child with the care record to be finalised.

Note: selecting 'ALLCARE, from the View Type dropdown box will display all pended care records. Update care records from the earliest pending care period to the most recent.

• Highlight the pended care record in the Care group box
• Change the status from 'PENDING' to the status that reflects the care decision
• Select the appropriate Adjustment Reason

Select to save the change to the care record of the child. This will open an alert dialogue box to prompt confirmation that care is measured over 12 months from the date of event. Select No to return to the Care window and make any required corrections, otherwise select Yes.

New care change following an objection care decision

If processing a care change and the prior care decision is linked to an objection, an error will generate.

To apply the new care decision, end date the care linked to the objection. The end date will be the day before the date of event of the new care decision being processed.

To update multiple pended care records, repeat Step 1 to 4 for each care record in turn.

Select to open the Note Detail window and document the details of the care decision. The Care Decision macro is a tool designed to assist with writing this document.

Select to close the Care window and return to the window of origin (either Case or Registration).

Eligibility must be saved to give effect to these changes. If adding a care record was one part of another process that also requires Eligibility to be saved, complete any actions required for the process before saving Eligibility.

Select:

• Go and then select Eligibility. This will open the Preconfirmation results dialogue box
• Close after reviewing the Preconfirmation Results. See Technical support Cuba Process Help if required
• Save to apply the changes to the case. This generates the Letters Information dialogue box
• OK to close the Letters Information dialogue box and return to the Case window
• If processing multiple changes on the same day, with different Dates of Events and Notifications, ensure eligibility is saved for each individual decision before processing a subsequent decision. This allows Cuba to ensure the appropriate impacts are applying to the assessments

Select to open the Letters List and ensure the affected customers are receiving the correct information.

Start point: Care window

• Use the Select Child dropdown list to select the child in the list while keeping the View Type as 'Current Care'
• Highlight the child's name in Care group box; this will populate the Care Details group box

Select to create a new record, this is not necessary if this is the first care record for the child.

• Select the Type of care as 'Actual'
• Set the Status to 'PENDING'
• Key the date of event into the From Date field
• Leave the To field blank
• Key the date of notification into the Notified field

• In the Payee Care group box, key in the:
• Nights field, the 'Actual' number of nights per 12 month period the payee has care of the child, or
• Percentage field, the 'Actual' percentage over a 12 month period the payee has care of the child

Note: record care as a percentage if calculating care based on hours of care, 50/50 split care or a block of 100% care

To record 50/50 split care, enter 50% to the payee and tick the 'care reported as 50 percent' check box. Cuba will automatically default the percentages to 51% for the payee and 49% for the payer however the customers' covering letters will state both parties have 50% care.

If the customer cannot provide an exact percentage of care, calculate the percentage of care using the Care Calculator or manually calculate the number of nights

• Select the Tab key or select another part of the screen to automatically populate the Payer Care group box. Update if this information is not correct
• The Source should default to 'CSA' in the Payee Care and Payer Care group boxes. Update this if appropriate

Where care is disputed, the percentages entered in this care record should be the level of care that is actually occurring, not the level of care as per the written care arrangement.

Create a new care record with the care type of the relevant care arrangement (court order, parenting plan or care agreement).

Record the following details:

• The date care changed (From Date)
• The care percentage set out in the care arrangement (Payee/Payer Care Percentage)
• The date the care arrangement commenced (Made On)

Select the ‘Disputed Care’ and ‘4-52 Week’ checkboxes in the ‘Additional Information’ group box.

If details are known about any reasonable action taken by the person with increased care to take reasonable action to participate in an approved Family Dispute Resolution process add the following details:

• If they commenced reasonable action within a ‘reasonable period’, select the ‘Disputed Care - Reasonable Action - Increase Care’ checkbox. Otherwise leave it unselected
• Record the date reasonable action commenced

If details of reasonable action taken by the person with increased care are not known at this stage, they can be added to the record later, before the record is finalised.

In the Applicant Type field make sure the radio button shows the correct role for the customer who reported the care change.

Select:

• to save the information recorded for this child. This will open the dialogue box confirming care was measured over 12 months from the date of event
• No to return to the Care window and make any required corrections, otherwise select Yes

In the 'Use' group box, select the correct dropdown to apply the correct date of effect.

To add multiple care records, repeat Steps 1 to 9 for each child where a disputed care record is being added.

Select to open the Notes window and document all required information  regarding the care record(s).

Note: document court orders, parenting plans and written agreements in the Care window, even if care is not occurring as per the care arrangement and actual care applies. A Pending Care Decision intray will create with a 14 day due date for each case the child is reflected in. This intray will automatically delete when the pended care record is processed and finalised.

Select to close the Care window and return to the window of origin (either Case or Registration).

Start point: Care window

• Use the Select Child dropdown list to select the child with the care record to be finalised
• Highlight the pended care record in the Care group box

Change the actual care record Status from 'PENDING' to 'ACCEPTED'.

Select :

• to save the change to the care record of the child. An alert dialog box opens to confirm care was measured over 12 months from the date of event
• No to return to the Care window and make any required corrections, otherwise select Yes

If not accepting an interim care period, go to Step 9.

Use the Select Child dropdown list to select the child in the list while keeping the View Type as 'Current Care'.

Highlight the child's name in the Care group box. This will populate the Care Details group box.

If no disputed care record exists, create a new care record.

Select to create a new record.

In the Care Details group box:

• Select the Type of care being reported based on the type of written care arrangement that has ceased being followed
• Set the Status to 'ACCEPTED'
• Key the date of event into the From Date field, this should match the already keyed actual care record
• Key the date of notification into the Notified field, this should match the already keyed actual care record
• Key the date the care arrangements were made or commenced in the Made On field
• Tick the disputed care indicator check box in the Additional Information group box
• Tick the 4-52 week indicator
• Where appropriate, tick the reasonable action taken within a reasonable period indicator and/or add a start/end date for reasonable action.
• When keying retrospective interim periods, carefully check the interim ‘To Date’, as in some circumstances Cuba may not accurately calculate the interim period end date

Select:

• to save the change to the care record of the child. This will open an alert dialog box confirming care was measured over 12 months from the date of event
• No to return to the Care window and make any required corrections, otherwise select Yes

To update multiple disputed care records, repeat Steps 1 - 9 for each care record in turn.

Select to open the Note Detail window and document the details of the care decision using the Care Decision macro.

If not accepting interim care, select to close the Care window and return to the window of origin (either Case or Registration). Go to Step 13.

If accepting interim care, go to Step 12.

When an interim care period is created, Cuba automatically generates an actual care record commencing the day after the interim period ends.

Review care records to determine if Cuba automatically generated the actual care period following the interim care period.

If Cuba:

• generated the actual care period and all details of the care record are accurate finalise the care decision. Go to Step 13
• did not generate the actual care period correctly, seek technical help

Eligibility must be saved to give effect to these changes. If adding a care record was 1 part of another process that also requires Eligibility to be saved, complete any actions before saving.

Select:

• Go and then select Eligibility to open the Preconfirmation results dialogue box  
• Close after reviewing the results and seek technical help at Technical support Cuba Process Help if required
• Save to apply the changes to the case. This generates the Letters Information dialogue box
• OK to close the Letters Information dialogue box and return to the Case window

Select to open the Letters List and ensure the affected customers receive the correct information.

Start point: Care window

• Use the Select Child dropdown list to select the child with the care record to be modified
• Highlight the interim care record in the Care group box

If the person with increased care was not taking reasonable action when the interim period was decided, but later started taking reasonable action:

• Delete the currently populated 'To Date'
• Add reasonable action start date
• A new 'To Date’ should populate in the interim period.
• Go to Step 6

Or, if the person with increased care resumes taking reasonable action after earlier ceasing it, replace existing reasonable action 'Start Date’ with new start date

Go to Step 6.

If the person with increased care has ceased taking reasonable action within the interim period but after the interim period was decided:

• Delete the currently populated 'To Date'
• Enter date reasonable action creased in the reasonable action 'End Date' field
• A new ’To Date’ should populate in the interim period.
• Go to Step 6

Or if the person with increased care ceases to take reasonable action after the interim period has ended, enter date reasonable action creased in the reasonable action 'End Date' field

Note: Do not delete the 'To Date' of the interim period in this scenario. The 'To Date' must be retained. Cuba will automatically generate a second interim period.

Go to Step 6.

If the person with reduced care ceases reasonable action during the interim period, update the 'To Date' of the interim record to the date that reasonable action ceased. Go to Step 6.

If the person with reduced care ceases reasonable action after the end of the interim period but before the maximum interim period:

• Do not modify the existing care record
• Update the existing care decision document to reflect the change to the maximum interim period
• Procedure ends here

When an interim care period is modified, Cuba automatically updates the actual care record commencing the day after the interim period ends.

Review care records to determine if Cuba automatically made the correct changes to the actual care period following the interim care period. If Cuba did change the actual care period and all details of the care record are accurate, finalise the care decision. See Table 4, Step 13.

If Cuba did not change the actual care period correctly, seek technical support.

To update multiple care records, repeat Steps 1- 6 for each care record in turn.

Select:

• to open the Note  Detail window and document the details of the care decision using the Care Decision macro
• to save the information recorded for this child. A dialogue box will open confirming care was measured over 12 months from the date of event
• No to return to the Care window and make any required corrections, otherwise select Yes

Eligibility must be saved to give effect to these changes. If adding a care record was 1 part of another process that also requires Eligibility to be saved, complete any actions before saving Eligibility.

Select:

• Go and then select Eligibility to open the Preconfirmation results dialogue box
• Close after reviewing the results and seek technical support if required
• Save to apply the changes to the case. This generates the Letters Information dialogue box
• OK to close the Letters Information dialogue box and return to the Case window

Select to open the Letters List.

Make sure the affected customers receive the correct information.

Start point: Care window

To delete a care record, select the child record to be deleted in the Select Child list box.

Note: if the record is for a Relevant Dependant child, go to the Care window in the case in which they have a Claimed For/ Not Claimed For role.

Select the Current Care or All Care in the View Type list box. The selected child's relevant care details will display in the Care Details list box.

• The duplicate pended care line will have the same date of event (DOE) and care level as an existing care that has already been accepted in Cuba
• The Care status for the child/ren showing as PENDING. Note: The duplicate pended care line will not have been applied for the child to the Child Support Assessment, indicated by N

• Highlight the specific record
• Open the File Menu and select Delete
• A 'Delete Confirmation' alert dialogue box will open advising that 'These details will be deleted upon 'Save' selected'. Select OK button

Select the appropriate Adjustment Reason from the following:

• CSA
• Client Info
• FAO Info, or
• Keying Error

Select to save the information for this child.

Select to open the Notes window and document all required information regarding why the child's care record has been deleted.

Select to close the Care window and return to the Case window.

An alert box will appear stating 'Eligibility must be saved to give effect to these changes', select OK button. Eligibility must be saved to give effect to these changes.

If adding a care record was 1 part of another process that also requires Eligibility to be saved, complete any actions required for the process before saving Eligibility.

Select Go and then select Eligibility. This will open the Preconfirmation results dialogue box.

Review the results to ensure there are no other issues caused by the deletion. If identifying complex or critical issues that will occur after Eligibility is saved, seek help Technical support Cuba Process Help.

Once all the issues are addressed, select to apply the changes to the case.

When Eligibility is saved, the Letters Information dialogue box opens. Select OK to close the Letters Information dialogue box and return to the Case window.

Select to open the Letters List and review letters for accuracy.

To delete a pending care record with a source of FAO and a user ID B9030, request Technical support Cuba Process Help.

If more than 21 days have passed since the record was created, a Service Support Officer (SSO) with CUBS access can delete the pending care record.

If the pending care record was created within the last 21 days, the SSO will lodge a Cuba Incident Form to delete the pending care record.

Start point: Care window for the care that has the Centrelink care record to be updated.

Select the child that has the Centrelink care record to be updated from the Select Child dropdown list.

The Centrelink care record should now appear in the Care list box. If it does not, change the View Type to 'All Care' and then select the Centrelink care record. Check the WA Ex-nuptial indicator on the Customer window.

Update the information in the Care Details group box:

• Delete the existing information and key the updated information into the relevant field(s). In the event:
• there is a third party and Cuba has incorrectly defaulted the balance of care to the other customer rather than the third party who is actually caring for the child, update the Centrelink record. For example: a payee has 60% care of the child and Grandma has 40%. The Centrelink care record received shows the payee with 60% care. Cuba incorrectly defaults the remaining 40% care to the payer and not Grandma. In this instance, update the care to show 60% care to payee and 0% care to payer, or
• parties have reconciled, Centrelink will transfer care as 100% to one party and 0% to the other party. In this instance, update Cuba to reflect that either a) both parties have 100% care of the child, if either party has another active case or b) set the care back to the level of care previously being used in the child support assessment. See Change in child support care levels and Centrelink-Child Support information exchange

Select the appropriate Adjustment Reason from the dropdown list.

Select to open the Notes window.

See Documentation Cuba process help - Create a new note that documents the details of the change and reason why updating the care record.

Select to save the changes.

Select:

• to close the Care window
• the OK button to close the information dialogue box and return to the Case window

Select the Go menu in the Case window and select Eligibility… to open the Pre-confirmation Results dialogue box.

Check the pre-confirmation results in each of the list boxes to identify any other outstanding issues or unexpected outcomes that will occur if Eligibility is saved.

• If there are other issues that require action, do not save Eligibility at this stage. If unable to determine how to resolve the outstanding issues, see Technical support Cuba Process Help for further assistance. Select the Cancel button to return to the Case window
• If there are no other outstanding issues and the pre-confirmation results reflect the updated care record, save Eligibility

• Select to open the Letters List window
• Make sure the correct letters notifying customers of the change correspond to the update made
• Select:
• the letters from the Letter List box, and
• to preview the selected letter. Make sure the details of the letter match the details of the update

Start point: Customer window

• If a Centrelink Care - Case Review Required intray has generated or if finalising a Centrelink care record that does not have a Centrelink intray, go to Step 3
• Otherwise, proceed to the steps relevant to the intrays lower on the hierarchy

Check the details in the External Information Care window to obtain the details for all child records received via the data exchange.

Check if the child is potentially a new child for the mutual customer's case(s).

• Open the Involvement List window for the customer
• Select each of the cases that appear in the Cases list box and see if the child has a role in an existing case for the mutual customer checking the Children Involved in a Case list box
• If the child does not appear in any of the cases, this will potentially create a Care - New Child intray
• Select to return to the Customer window

• Open the External Information Care window by selecting External Info Care from the Go menu in the Customer window
• Check both customers’ windows to review the care percentage
• Check in External Information window if the customers have reconciled by selecting External Information from the Go menu in the Customer window
• If customers have reconciled this will potentially create a Care - Potential Reconciliation Required intray

• Open the External Information Care window by selecting External Info Care from the Go menu in the Customer window
• If the Review/Objection field is marked 'Y', this will potentially create a Care - Review of Decision rcvd intray
• Select to return to the Customer window

Check the WA ex-nuptial indicator on the Customer window.

If the mutual customer has a WA ex-nuptial case, go the Care window for their case(s).

For each child, check if there is a Centrelink care record with a From Date (date of event) before 03/03/2011 and there is no Cuba care record from 03/03/2011.

If any such care records are found, this will potentially create a Care - WA Ex Nuptial intray.

Open the External Information Care window by selecting External Info Care from the Go menu in the Customer window.

If the More than 2 carers field is marked 'Y', this will potentially create a Care - Additional Carers intray.

Remain in the External Information Care window and proceed to the next step to check for the next indicator.

Open the External Information Care window by selecting External Info Care from the Go menu in the Customer window.

If the 4 - 52 week field is marked 'Y', this will potentially create a Care - Interim Determination intray.

Remain in the External Information Care window and proceed to the next step to check for the next indicator.

Select the icon to open the Associated Client Navigation window. For each of the customers associated with this customer, repeat the checks in Steps 2 to 9.

Based on the information gathered in Steps 1 to 9, all of the actions required are to be completed for all children for all customers associated with the child/ren.

For each Centrelink care indicator, complete as many actions as possible using the information currently available in Cuba. This minimises the request for information from Centrelink. For further information, refer to the steps listed before the 'Centrelink/Child Support exchange of information macro' section of the following documents:

• Care - Additional Carers Intray Help
• Care - New Child Intray Help
• Care - Review of Decision Rcvd Intray Help
• Care - Care Review Required Intray Help

Run Eligibility and check the Pre-Confirmation Results to identify any other outstanding issues or unexpected outcomes that will occur if Eligibility is saved. Do not save Eligibility at this stage.

If there are any outstanding issues or uncertain Eligibility results, contact an SSO for help. Information from Centrelink may be required to resolve some issues.

Where further information is required from Centrelink to finalise any indicators for any or all children complete the Centrelink/Child Support exchange of information macro, selecting multiple indicator types where required. This ensures the maximum number of issues can be resolved using the one Centrelink request.

Create a record in the Communication window of the exchange of information macro request with the following details:

• Type: Electronic Out
• Case: Case number, if applicable
• Reason: Request for Inf
• With: Centrelink
• Category: Other
• Issue: Other

See Documentation Cuba Process Help - Create a note with the subject line 'Information request' and save the contents of the macro into the New Client Matters/Communication notepad dialogue box.

While awaiting Centrelink's response, continue to action any outstanding intrays or Eligibility Pre-Confirmation issues where possible.

Once Centrelink's response is received in the View Correspondence window, use the information now available to finalise all the issues identified through this process.

Do not save Eligibility until all indicators have been actioned.

This prevents subsequent Care intrays from generating unnecessarily.

For more about how to finalise these issues, see the Finalise Centrelink care record sections of the following documents:

• Care - Data Mismatch Intray Help
• Care - Additional Carers Intray Help
• Care - New Child Intray Help
• Care - Review of Decision Rcvd Intray Help
• Care - Case Review Required Intray Help