Documenting Child Support information 277-01030000

Item

Example

1

Documentation example

Susan Hodges (payee) called to end the child support assessment Susan is a party to. I asked Susan should Paul Jones (payer) pay the child support directly to Susan instead of to Services Australia.

Susan advised the request was to end the child support assessment. The child Steve is now 17 and has an apprenticeship. Susan said 'I have decided I no longer want to receive child support from Paul Jones.' I asked Susan about being in receipt of Family Tax Benefit. Susan advised she is not receiving payments from Centrelink. I checked the Benefits window and Susan is not receiving FTB.

The date Susan wanted the assessment to end - Susan advised from today.

Discussion with payee

I explained to Susan that:

• recording the end date as today, would end the assessment tomorrow
• Paul is required to pay the child support owing for this month up to the end date of the assessment

Susan requested the Services Australia collect this amount. I explained all other payments are up to date (neither parent has a default income).

I told Susan she can make another application for child support up until Steve turns 18. I explained I would contact Paul Jones to advise the case is ending.

Discussion with payer

I called Paul (payer) and asked if it was a convenient time to talk. Paul was on a work break and could take the call. I explained to Paul that Susan Hodges (payee) had elected to end the child support assessment. Paul reported Susan had said this on the weekend when Paul picked up Steve. I advised Paul to pay $176.19, being the child support liability from the first of this month to the end date. This amount will be due and payable on the 7th of next month. Paul said payment would be made via EW as this is how the child support is currently paid.

Finalisation

I checked the Ending Assessments and noted at section 6.1 that I should not end the employer link.

In accordance with the Ending Assessments procedure I have checked the case and there are no outstanding issues.

I have made the decision to end the assessment. Susan Hodges (payee) made an election to end the child support assessment and is not in receipt of FTB. Therefore, I have ended the assessment in accordance with section 151 of the Child Support (Assessment) Act 1989.

Bill

MS Team 4, Brisbane

SO4

Item

Description

1

Gathering information

Use prompts to help get details for real time documentation.

'You were saying that Deb, the payee is employed, do you know the name of the employer? How do I spell that?'

'So that I record all details, let's step through this slowly'.

2

Phrases for placing customer on hold

'Do you mind holding for a moment while I make sure that I have this conversation fully documented?'

'I need to put all of this on record so that the next time you call, the Service Officer will know exactly what has been spoken about, would you mind holding for a moment?'

'Do you mind holding while I organise the Change of Assessment application for you?' Use this time to address an envelope and record the information.

'Do you mind holding while I update the child support assessment to add your child Michelle as your relevant dependent?'

3

Documenting hints

Do not use 'Advised Jack', 'Jack advised', 'Jack stated' at the start of each dot point. Key this at the top and list dot points underneath.

Keep a blank Word document open to key into. Start keying while the customer is talking and later cut and paste the information after answering the customer's queries. If a macro is available, use it to record the customer discussion.

Manage and direct the call. If gathering information from the customer and they raise new issues, acknowledge the issue. Note it down and advise the customer that this can be discussed once the previous issue has been documented.

If the customer is speaking quickly when supplying information, ask them to slow down. This will allow the Service Officer to record the information in real time.

Notepad screens have:

• a spell check functionality which can occur prior to saving the notepad, see the Notes window help
• pend functionality, see the Documentation Cuba Process Help, create or pend a new note