Mutual customer and child matching with Child Support 277-51150000

Access ECML functionality from Customer Record as it is not available in Customer First.

To access the ECML screen, code:

• Sys: field: ‘NIM’ or 'NNS'
• Env: field ‘N’
• Press [Enter]

When the environment field has changed, continue with the following coding:

• 'ECML' in Nxt: field and press [Enter]

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.

Go to Step 2.

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:

• CSP - Child Support Payee/Payer (customer matching)
• CSA - Child Support Care Transaction (child matching)
• CSE - Child Support Entitlement Transaction (child matching)

The ECML spreadsheet or mismatch MFU allocated provides a XRN (Customer Identification Number (CIN)) to review in the ECML system and ORG (organisation) code to enter when searching for possible matches.

Begin with the ORG code you have been given in the MFU/spreadsheet to begin the investigation. Search each organisation code individually, once you have determined the outcome (match, no match or leave for later matching).

On the ECML screen, code:

• External Org: field, either:
• 'CSP' (child support person)
• 'CSA' (care transactions)
• 'CSE' (entitlement transactions)
• Activity Status: field 'RST' Note: the record display can be changed using the following codes in the Activity Status: field. Remove the default code 'RST' for options to appear
• 'RST' - all registered and started records
• 'COM' - all completed records. No further action can be completed on these records
• Press [Enter]

Search using the XRN (CIN):

• Copy the XRN (CIN) from the spreadsheet/MFU into the XRN field on the ECML screen
• Press [Enter] to display the list of match results. If the list does not appear use other external Org codes as above to determine if any other results can be located.

Does the RSLT (result) field display Match (MCH)?

• Yes, the system has completed an auto match. Update field in the ECML spreadsheet:
• Match Result: select Auto/Previously Matched.
• Escalation Required: select the ‘no’ radio button.
• Select Submit
• Procedure ends here
• No, no match, Go to Step 5

On the ECML screen, code:

• External Org field: ‘CSA’ (care transactions) or ‘CSE’ (entitlement transactions)
• Activity Status field: RST
• Press [Enter]

Go to Step 3.

To identify the parent record:

• Code 'C' against the record being actioned
• Press [Enter] to go to the CIF Input Screen (CIFI)
• Copy the parent CRN and go to the second session

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.

Go to Step 4.

• Go to the Global Selection Menu (GLO) screen by coding 'GLO' in the Nxt: field (Sys: FAO)
• To determine the appropriate child match, go to the Child Selection (CHS) screen to see if the customer has the child listed on their record
• 'S'elect the active child name to locate the CRN to be matched
• Return to the ECML screen

Go to Step 5.

Select the latest occurrence and check the details provided by Child Support to that of the potential matches displayed:

• 'S'elect the record from the ECML screen to view or process
• Press [Enter] to go to the External Customer Match Details (ECMD) screen

The ECMD screen displays 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:

• Child Support record details, and
• Listing of the Centrelink records that are possible links - these are listed in order of their strength as matches. The Mtch field indicates the strength and reliability of the match and will be numbered from strongest (0 - indicating a CIN has matched) to weakest (5 - a person of interest)

Go to Step 6.

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:

• Maiden name
• Current postal and residential addresses (if present)
• Limited service reason listing for the Customer Reference Number (CRN)
• Partner detail (if present)

For child match, go to Step 8.

Check for Multiple CRN/Duplicate CIN. If a multiple person CRN is identified in the matching process, staff must take appropriate action. See Centrelink customer has multiple Customer Reference Numbers (CRN).

If a duplicate CIN is identified in the matching process, send an email to the Centrelink Liaison Team (CLU) for follow up, see Resources for email template.

Do not proceed with match/no match until the correct CRN/CIN is established.

Update the ECML spreadsheet:

• Match result: escalated
• Match error: multiple person CRN identified or duplicate records identified in CUBA for adult/child and adult/child
• Escalation details: Fast Note sent to DQU for investigation or email sent to the Centrelink Liaison Team (CLU) to investigate
• Select Submit
• Continue with process once response has been received identifying the correct CIN

If no Multiple CRN/Duplicate CIN identified, check for the Customer Identification Number (CIN) on the payee’s record.

Are the below conditions met?

• The person’s details match on both Centrelink and Child Support systems
• The correct CIN is located on the Child Support Record, and
• There is no CIN linked on the payee’s Centrelink record
• Yes, go to Step 7
• No, go to Step 8

If there is no CIN linked on the Centrelink record of the FTB recipient (payee), search Pluto for the correct CIN. If the CIN cannot be found on ECML to do a manual match. Check personal details (for example, full name, date of birth, address) match between the Centrelink and the Child Support records for that person.

If the person’s details match on both Centrelink and Child Support systems and the correct CIN is located on the Child Support record:

• email the Centrelink Liaison team (CLU) to request:
• action be undertaken to link the CIN to the payee’s Centrelink record
• once the CIN is linked, an ENT refresh from the start date of the case
• Update the ECML spreadsheet:
• Match result: escalated
• Match error: no CIN on Payee record
• Escalation details: email sent to CLU to link the CIN to the payee’s record

In Customer First, create a manual review on the Review Registration (RVR) screen and complete the following fields:

• Service Reason: FTB
• Review Reason: select most appropriate reason
• Due Date: 14 days from today's date
• Source: INT
• Date of Receipt: today's date
• Notes: 'Email sent to CLU xx/xx/xxxx. Check the case has loaded. Return to OB 277-51150000 to action'
• Keywords: REVDUE
• Workgroup: leave blank
• Position: leave blank
• Transfer to Region: leave blank

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.

Was a match found?

• Yes, go to Step 9
• No, go to Step 11

If a suitable Centrelink record is found it can be linked on either of these screens:

• ECMD screen - code 'L' beside the name of the Centrelink record to be linked and 'Y' in the Confirm Link/Match Customer Y/N: field
• ECMX screen - code 'Y' in the Confirm Link/Match Customer Y/N: field

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:

• Child Support record will complete, and
• CRN and Environment Id of the mutual customer will display

No further action can take place on this record until overnight processing occurs.

Go to Step 10.

After overnight processing, go back to ECML and confirm all matches for the CIN are complete. To do this, key the CIN in the XRN field for the CSA profile on ECML:

If there are still registered/started activities on ECML for this CIN, select the activity. As the match has occurred, the activity will auto-complete

Confirm any outstanding matches required for both CSA and CSE matching profiles and that all activities have applied as expected

Cross check the care (FTB Shared Care) and entitlement (child support case) data between ISIS/Customer Record and Cuba:

Perform a refresh request at the customer level via MNRF to make sure all care and entitlement data is up to date. If data does not load following refresh, escalation may be required. See Child Support data has not loaded onto or is incorrectly affecting customer's record.

Procedure ends here.

If there are no suitable Centrelink records, staff must refer the details directly to CSU Service Support Officer (SSO) for confirmation before coding.

CSU staff to complete Direct to SSO Webform as follows:

• Channel: Processing
• CRN:as a suitable record has not been identified type 'Email to SSO'
• Benefit type: CSU
• Escalation type: Mutual customer & Child matching
• Summary of enquiry: ECML no match found, SSO to contact SO

Note: do not include any CRNs in the summary. The SSO will email the referring officer for CRN details once webform is received.

CSU staff to have the following data available for CSUSSO when contact is made:

• Name, CRN and CIN for payer
• Name, CRN and CIN for payee
• Name, CRN and CIN for child/children
• Case Id
• Start date of case liability
• Amount of case liability
• Last MNRF action
• If data has been checked in Pluto

CSU SSO action when the Direct to SSO webform is received:

• Email SO to request the above information
• Investigate why the data has not transferred
• Where necessary, escalate the record to mySupport to determine why the data is not transferring
• Once investigation is complete, respond to the referring officer confirming outcome and complete the Direct to SSO referral.

Go to Step 12.

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.

Update the ECML spreadsheet.

Procedure ends here.