Child leaves customer's care/custody 102-05050020
This document explains when a child leaves a customer's care or custody.
On this page:
Child leaves customer's care/custody
Update records and finalise activity
Child leaves customer's care/custody
Table 1: this table explains the initial steps to take when a child leaves a customer's care or custody. Portions of the process can be completed by appropriately trained Smart Centre staff only.
Step |
Action |
1 |
Has the change in care/custody already occurred? + Read more ...
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2 |
Determine the payment + Read more ...
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3 |
Determine if a care activity has been started or finalised by Child Support + Read more ... Check the customer's record to determine if Child Support are doing a care activity. In Process Direct:
In Customer First:
Has a care activity been started by Child Support?
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4 |
Child Support has started a care activity + Read more ... No updates are needed, as the care decision has not been finalised by Child Support. Note: when Child Support starts (pend) a care decision, the Centrelink system expects to receive a finalised decision within 21 days. When this does not occur, the commenced care line as shown on CADDS/!CADDS is meant to lapse. A known system issue is preventing this from occurring. If the CADDS/!CADDS screen shows a care decision started by Child Support that is more than 21 days old, disregard. If the care assessment was completed by Child Support:
Procedure ends here. |
5 |
Customer advises child is no longer in their care + Read more ...
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6 |
Change of care - permanent or temporary + Read more ...
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7 |
PPL scheme customer – loss of care without consent + Read more ... Choose a below option. PPL + Read more ... For a customer to remain eligible for PPL or DAP when their child was taken from their care without consent, the following must apply:
Is the customer taking steps to have the child returned to their care?
DAP + Read more ... For a customer to remain eligible for DAP when their child was taken from their care without consent, the event must have occurred without the customers consent and the following must apply:
Is the customer taking steps to have the child returned to their care?
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8 |
Temporary change of care for FTB + Read more ... If the Service Officer is unsure whether the case is a temporary change in care, they should seek help from Local Peer Support (LPS) or a Service Support Officer (SSO) using standard escalation protocols. Note: if a child is moving or has temporarily moved into the care of an Approved Care Organisation (ACO), the customer may not be eligible for temporary care provisions, even in cases where the care is less than 4 weeks. For more details, see the Resources page or Eligibility for Family Tax Benefit (FTB) for Approved Care Organisations (ACO) - ACO Smart Centre Processing. Once the decision has been made that a temporary change in care has occurred, DOC the following:
Any evidence relevant to the decision should also be documented and scanned to the record. Note: if the customer is receiving Assistance for Isolated Children (AIC) for the child temporarily leaving their care, a Fast Note must be sent - select Auto text, use Students, ABSTUDY & Apprentices > AIC > AIC Change in Care. A child receiving AIC will be displayed as an EIC Link type on the parents Link Summary (LS) screen. Is the customer receiving a social security payment?
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9 |
Principal carer and FTB + Read more ... A person may remain the principal carer of a child (for social security payments) if the child is absent from the customer's care temporarily and it is clear the child will return to live with the customer. This generally applies to absences of up to eight weeks, for example, during school holidays a child spends time with their other parent or relative.
Principal carer and FTB determinations may differ, for example, one parent may qualify for 100% FTB during the absence while the other parent remains qualified for Parenting Payment (PP). If it is determined that a child is a dependent child for one payment but not another, in Customer First on the Child Override/Claim (CHOC) screen code the child as ineligible using reason 'TOP' against the relevant service reason for which the child is not a dependant. For further information see Child Override/Claim (CHOC) screen (dept.local). If a principal carer delegates care of the child to a person who does not have legal responsibility for the child, use guidelines under the definition of a dependent child. The person may remain the principal carer if it is clear that the child normally lives with the person, the child will return to live with the person, and the person has a continual involvement with the child and continues to exercise control over key decisions about the child. For further guidelines, see References page. The Resources page has examples.
Record details on a DOC. Code the review to follow up child's return and tell them to notify if their circumstances change. Procedure ends here. |
10 |
Record child left customer's care + Read more ... FTB and/or CCS/ISP customers Only action cases, where the child has left care permanently, and the losing carer is advising the change. For claims, action losing carer's record first. Social workers can call the Technical Support Line for assistance with care coding. Note: if the P24845 workaround is present on a record for a child, the record will need to be referred for the care coding to be applied. See the Resources page for more details. Child changes recorded on one customer's record will 'ripple' to other customers linked to the child. Is the customer receiving PPL or DAP for the child?
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11 |
PPL scheme child left care + Read more ... PPL and DAP are not payable to customers who are not providing care for their child, for example, where the PPL primary carer travels overseas to care for parents. Generally, the PPL or DAP period will be cancelled from the date the customer stopped to provide care of the child. For:
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12 |
Moving the DAP period + Read more ... Is there another period where the customer is eligible for DAP?
Procedure ends here. |
13 |
PPL child removed by a child protection agency + Read more ... Birth mothers, whose child is removed from their care by a State or Territory child protection agency, may be eligible for PPL after the child has left their care. This is to enable leave for maternal recovery purposes. PPL can continue to be paid during the initial 18 week period following the child's birth or when the customer returns to work, whichever comes first. These customers should connect their Flexible PPL days to the end of their PPL period to receive their maximum entitlement. See Step 4 in Table 2. |
14 |
Environment transfer + Read more ... Further coding is needed if the child is in a different environment to the customer. Is the customer in a different environment to the child?
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15 |
Environment transfer cont. + Read more ... If the child is in a different environment, locate a carer/previous carer with the same environment as the child to code the changes. In Process Direct: Check the Inter-environment change of Address (ICoA) screen to determine the child's environment in relation to the gaining and losing carer, and transfer if needed. See Process Direct navigation, common screens and functions for information including environment transfers. In Customer First: The child's home environment can be determined by conducting an index search for the child using the Name Search (IN) screen. The National Index Name Search (IL) screen will indicate which environment the child's record is located.
Child changes recorded on one customer's record will 'ripple' to other customers linked to the child. Any changes recorded affecting the 'losing carer' will need to be merged or left started to make sure the changes flow on correctly, before completion.
If the gaining carer is in a different environment to the child, action the Inter-environment change of address (ICoA) transfer of a child record once the below coding is completed. |
16 |
Is the child a customer? + Read more ... In Customer First a message will show on child update screens if this is the case, and the screens will be protected. This does not happen in Process Direct as child updates can be completed the same way whether the child is a customer or has a child record. If using:
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Update records and finalise activity
Table 2: this table describes the steps to update the relevant record and finalise a change of care for a child.
Step |
Action |
1 |
Child is a customer, Customer First process + Read more ... A message will display on child update screens, and the screens will be protected. Use the correct DOR when applying care decisions. This is the earliest date Centrelink received notification of the change of circumstances, either verbally or in writing. If there is no related activity on the losing parent/carer record:
Make note of the AMR, as it will be needed to merge data on the Ripple Manager Consequence (RMC) screen. Note: there is a current problem (P24845), where shared care is not applying correctly. This happens when a child is in the care of a parent who has transferred their FTB to their current partner (step parent). See the Resources page for more details. Key the Child's Customer Reference Number (CRN) in CRN/BP: to go to the child record. Code child updates in the following order:
Note: if the preliminary care indicator on the FSC screen has been coded as a 'Y' do not update the In Customer Care (CHC) screen with LCC. This will make sure the preliminary care decision does not automatically apply in Cuba
Is the customer receiving PPL for the child?
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2 |
Child is not a customer, Customer First process + Read more ... Use the correct DOR when applying care decisions. This is the date of notification. The date Centrelink was advised of the change of circumstances, either verbally or in writing. Key the Customer's Customer Reference Number (CRN) in CRN/BP. Code child updates in the following order:
Note: if the preliminary care indicator on the FSC screen has been coded as a 'Y' do not update the CHC screen with LCC. This will make sure the preliminary care decision does not automatically apply in Cuba
When a child leaves a customer's care, details transferred between Centrelink and Child Support will advise 0% care Is the customer receiving PPL for the child?
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3 |
In Process Direct for updates being made as part of FTB claim processing + Read more ... For standalone updates, key Start into the Super Key on the losing carer's record
When a child leaves a customer's care, details transferred between Centrelink and Child Support will advise 0% care. Is the customer receiving PPL for the child?
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4 |
PPL coding + Read more ... Note: the Parental Leave Pay days (P1FLX) must also be selected in the PPL Change of Circumstances workflow to check if any future flexible days need to be changed. Is the customer receiving PPL only for the child?
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5 |
Finalise activity + Read more ... Check and finalise the activity. Note: coding the CHOC screen may be needed if the FTB and/or income support payments are not reassessing correctly:
If the CHOC screen needs coding, go to Step 6. This will automatically:
Reduce the income support payment if the customer no longer qualifies for the 'with child' rate. Cancel PP where no other qualifying child in care. Reduce the additional income free area for customers paid under the pension income test. Check child eligibility details on the Assessment Explanation (AX) screen before finalising the activity. For Parenting Payment Single and pension customers, dependent child details show on the Pensions Child Summary (PNKDS) screen. Note: if the child is attracting Carer Payment and/or Carer Allowance, appropriately trained carer staff will still need to complete a reassessment of eligibility. Use Fast Note - select Auto text, use FAMILIES > UPDATES > CA/CP referral - check eligibility, to send a request for the Carer Payment and/or Carer Allowance eligibility to be checked by appropriately trained staff. Record details on a DOC, stating the date child left care and new carer details (if known). Use Fast Note - select Auto text, use Families > Updates > Change CHILD - Change in Care Status. |
6 |
Child Override/Claim (CHOC) screen for customer + Read more ... If the record is not reassessing correctly, override the automatic assessment by coding the CHOC screen with the following fields:
In the Reason: field, for Service Reason of:
Record details on a DOC and go to Step 5 to finalise the activity. |
7 |
Further action + Read more ...
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