Mutual customer and child matching with Child Support 277-51150000
For Child Support Unit (CSU) staff only.
This document details the process for mutual customer and child matching between Child Support and Centrelink.
Mutual customer and child matching process between Child Support and Centrelink
Step |
Action |
1 |
Go to the External Customer Matching List (ECML) screen + Read more ...
Access ECML functionality from Customer Record as it is not available in Customer First. To access the ECML screen, code:
When the environment field has changed, continue with the following coding:
Open 2 sessions and go between them when required. Go into the NIM system before opening a second session in the FAO system. Use [Alt] + [Tab] to go between the sessions. |
2 |
Search for cases requiring manual intervention + Read more ... The ECML screen is used for manual indexing that cannot be automatically determined as a clear and concise match. When manually matching Child Support and Centrelink customers and children, view the 3 Organisation Codes on the ECML screen:
Seach each organisation code individually. Select who needs manual matching. Customer matching + Read more ... On the ECML screen, code:
The record display can be changed using the following codes in the Activity Status: field:
Child matching + Read more ... On the ECML screen, code:
|
3 |
Identify Centrelink customer to which the child match relates + Read more ... To identify the parent record:
Note: the CIFI screen will automatically populate with the detail that has passed by Child Support. For CSA and CSE business profiles, the populated detail will normally consist of First Name, Second Name (if applicable), Date of Birth and parent's Customer Reference Number (CRN) without the check digit. |
4 |
Investigate child details on parent record + Read more ...
Return to the ECML screen. |
5 |
Select case for action + Read more ... 'S'elect the record from the ECML screen to view or process. The External Customer Match Details (ECMD) screen will display a list of possible links in order of their strength as matches. Personal and address details are provided to assist in determining a link. The ECMD screen includes 2 sections:
To make sure the latest match request is used:
|
6 |
Make determination on a match + Read more ... View the possible matches and determine if a record is suitable. Switch to the FAO system and check each potential match to determine which CRN should be linked. If more information is needed, 'S'elect the record from the ECMD screen to go to the External Customer Match Extra Detail (ECMX) screen. The ECMX screen will display a side by side view of the Child Support record and the selected Centrelink record. Detail displayed includes:
For child match, go to Step 8. If a multiple person CRN is identified in the matching process, appropriate action must be taken. See Centrelink customer has multiple Customer Reference Numbers (CRN). Check for the Customer Identification Number (CIN) on the payee’s record. Are the below conditions met?
|
7 |
No CIN on Payee Record + Read more ... If the person’s details match on both Centrelink and Child Support systems, and the correct CIN is located on the Child Support record. Send an email to CLU to request:
In Customer First, create a manual review on the Review Registration (RVR) screen and complete the following fields:
The review will mature on the Due Date coded in the RVR activity. Workload Management will allocate the review for manual action. Procedure ends here. |
8 |
Finalise activity + Read more ... Was a match found?
|
9 |
Match found + Read more ... If a suitable Centrelink record is found it can be linked on either of these screens:
Upon matching, check the customer/s related record in the local environment for any outstanding triggers on the TTL screen (e.g. CSACARC transaction/CXCRLD triggers, MAI130 transaction/MNENT trigger). Make sure all activities apply as expected. Check the entitlement details via the MNGS suite of screens to make sure the information has correctly updated. Action any MFUs created, see Alignment of Care Manual Follow-up (MFU) activities. Once a manual match has been determined, the:
No further action can take place on this record. |
10 |
Subsequent actions + Read more ...
Procedure ends here. |
11 |
No match found + Read more ... If there are no suitable Centrelink records, refer the record directly to CSU Service Support Officer (SSO) for confirmation before coding. Include the following information for the SSO:
After the SSO has confirmed a match was not found record a ‘no match’ on the ECMD screen. Code 'N' in the Confirm Link/Match Customer Y/N: field. This will complete the Child Support record with no CRN displayed. Procedure ends here. |