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Deceased Child Support customer management 277-01120000

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This document outlines information to support Deceased Customer Management (DCM) Service Officers to manage cases when a child support parent, carer or child is deceased.

It provides information on how to process the death in Cuba, work effectively with customers to address any outstanding child support and appropriately refer executors or family member to support services.

Customer contact

Table 1: Paying parent associated with a deceased receiving parent/carer.

Step

Action

1

Check payment options + Read more ...

Check the Paying parents Payment Options screen to view the Payer Account Statement status. If the status is Suppressed select radio button standard

2

Contact the customer + Read more ...

Make 3 phone contact attempts and send a 'please contact' letter as per Operational Blueprint Contact with Child Support customers before taking collection activity.

Peer to peer letter checking process

Table 2: This table outlines the check process before sending a pre-approved letter.

Step

Action

1

Before issuing a pre-approved letter + Read more ...

A peer to peer review is needed every time.

Note: before sending to the peer approver make sure the letter is formatted correctly. See Letters for child support customers

If the letter is:

  • issued via Cuba:
    • create the Unique letter and set the letter status to ‘Pending’
    • create a Client Contact Required intray
    • route the intray to a peer approver
  • not issued via Cuba
    • copy the document and paste on the Client Contact Required intray
    • route the intray to a peer approver
    • copy the document onto the Deceased client notepad and set the notepad status to ‘Pending’

Client Contact required intrays have a due date of 14 days. Change the due date to 2 business days.

2

Approver’s role + Read more ...

Approver will:

  • review phone and contact attempts
  • check the details of the letter are correct including:
    • details of the deceased person
    • reference numbers
    • spelling
    • amounts
  • check the letter is formatted correctly

3

Errors in the letter + Read more ...

If errors are identified:

  • the approver will:
    • update the Client Contact Required intray with the correct information, and
    • route the intray back to the owning officer to correct
  • the owning officer will:
    • correct the errors
    • route the Client Contact Required intray back to the approving officer for checking

4

Once the letter is approved: + Read more ...

If issued via Cuba, the approver will:

  • updated the Letter Details notepad and set the letter status to ‘Reviewed’
  • add a note in the Deceased client window with the following text: ‘Pre-approved letter issued via Cuba dated DD/MM/YYYY and reviewed on DD/MM/YYYY’
  • add their Cuba signature block

If not issued via Cuba, the approver will:

  • print the letter, to send manually
  • update the pending notepad in the Deceased client window with their authorisation, date it was issued and their Cuba signature block
  • update the notepad status from ‘Pending’ to ‘Saved’