Personalised Services Cuba Process Help 277-30010480

This document outlines the process in relation to Personalised Services (PS).

Step	Action
1	Locate customer Select Management Tab from the CSA Main Menu Select Personalised Services > Allocation > Service Manager Allocation Select the Reactive Ref button to open the Find Customer - Production window Enter the Child Support Identifier (CSID) Select , to find the record Select OK on the Error detail - 140 x Applicant name is required dialogue box
2	Select customer and add referral to open the Add internal referral Customer dialogue box.
3	Add an internal referral type From the PS Internal Referral drop down select: Other - for all personalised services referrals, or Associate - for associates of an existing personalised services customer Select OK to return to the PS Service Manager Work Assignment window
4	Assign Child Support Identifier (CSID) Select customer from the Customer List dialogue box. This will display: CSID Customer name, and Customer location Select Personalised Services Service Officer from Stream/Team CSO Workload Officer dialogue box Select the Assign button to assign customer to Personalised Services Service Officer customer list

Table 2

Step	Action
1	Record core issues From the Customer Management Plan Overview window Record the Core Issue, and Trigger Start point - record core issues in the CMP Start point: Customer Management Plan Overview window
2	Record internal referral type in the Core Issue box Select the Core Issue Record internal referral type Record the date of the Personalised Services stacking document Select
3	Record Trigger details To open the dialogue box select the Trigger details Record Segment Record issue (reason for PS referral) Select

Table 3

Step	Action
1	Select the CMP Select Management Tab from the CSA Main Menu Select Personalised Services > Work Management > CSO Actions List Select the customer being transferred out of Personalised Services from the Customer Details list box Double click to select the customer or select to open the Action Dialogue box In the Referral - Production window select the CMP Approval check box Select Select to return to the CSA Main Menu
2	Accept the CMP Select Management Tab from the CSA Main Menu Select Personalised Services > Work Management > Service Manager Actions List Select the customer from the Actions List Double click to select the customer or select to open the Action Dialogue box In the Service Manager Approval Action - Production window, select the Accepted button in the CMP Approval field Select Select to return to the CSA Main Menu

Table 4

Step	Action
1	Create a Personalised Services stacking document For international customers this process is required to be completed in Pluto under the Notes section. Select Add to create a communication record, this will copy across to Cuba. Create a record in the Communication window with the following details: Type: 'Phone Out' Reason: 'PERS SERVICES' Category: 'PS CUSTOMER CONTACT' Issue: 'Blank' Select to save the notepad
2	Add notes to the Personalised Services stacking document From the Communication window select the Personalised Services Stacking document Select to open the stacking document Select to open the New Client Matter/Communication notepad Add a meaningful subject header Record notes in the text box Select to save the note to the stacking document

Table 5

Step	Action
1	Select customer Select Management Tab from the CSA Main Menu Select Personalised Services > Work Management > CSO Actions List Select the customer being transferred out of Personalised Services from the Customer Details list box Double click to select the customer or select to open the Action Dialogue box In the Referral - Production window select Select $B:\BP\01. Content\Separated-parents\images\icon-close.png$ to return to the CSA Main Menu
2	Open approval action box Select Management Tab from the CSA Main Menu Select Personalised Services > Work Management > Service Manager Actions List Select the customer from the Actions List Double click to select the customer or select to open the Action Dialogue box In the Service Manager Approval Action - Production window in the Monitor Approval field select the Accept Monitoring up to 90 Days radio button Select $B:\BP\01. Content\Separated-parents\images\icon-save-document.png$ Select to return to the CSA Main Menu
3	Action the transfer Select Management Tab from the CSA Main Menu Select Personalised Services > Work Management > CSO Actions List In the Referral - Production window select Transfer out of PS radio button Select $B:\BP\01. Content\Separated-parents\images\icon-save-document.png$ Select to return to the CSA Main Menu

Table 6

Step

Action

Accept or reject the PS transfer

Select Management Tab from the CSA Main Menu
Select Personalised Services > Work Management > Service Manager Actions List
Select the customer from the Actions List
Double click to select the customer or select to open the Action Dialogue box
Open the Service Manager Approval Action - Production window
In the Transfer Approval field select radio button:
- Accepted, or
- Rejected
Select $B:\BP\01. Content\Separated-parents\images\icon-save-document.png$
Select to return to the CSA Main Menu

Operational Information