Care Cuba Process Help - Care levels notified before 1 July 2018 and WA ex-nuptial child support periods 277-18052503

From the Customer window go to each of the customers’ Case windows: select the GO menu and then Child Support Period.

In the Child Support Period window check for any WA EX-NUP = Y periods. If the indicator is present:

• Identify any periods that start before 15 May 2019, including those that finish after that date
• Identify any periods that start on or after 15 May 2019

All staff

• The system will not automatically apply the correct date of effect if the ‘Date of Notification’ is on or after 15 May 2019, and:
• the ‘Date of Event’ is prior to that date, or
• in a CS Period with WA EX-NUP = Y

Follow the relevant Operational Blueprint and macro processes for decision-making requirements and what to tell customers. Once the decision is finalised, reporting will identify affected records and refer for service recovery action.

• End of process

Service Recovery trained staff

• If the ‘Date of Notification’ for the event is on or after 15 May 2019, and:
• in a CS Period with WA EX-NUP = Y that starts on or after 15 May 2019, update these periods before taking any other action on the customers case/s if possible. Go to Step 2
• the ‘Date of Event’ is before that date, manual workarounds will be required to apply relevant legislation correctly. Go to the relevant table for the actions required unless identified periods start on or after 15 May 2019 with WA EX-NUP = Y. Where possible update these periods following Step 2 prior to any other actions on the customers’ case/s

To manually update CS Periods that start on or after 15 May 2019:

• Note the start and end dates of all relevant CS Periods, including any FAR/MAR not to apply details
• Delete and re-create these CS Periods using the original details
• Save changes
• RUN Eligibility. Only save if there will be no other changes to assessment details
• If ‘eligibility results’ indicate other changes will be made, action all other updates required prior to saving eligibility. This will make sure letters raised will include all relevant information for updates applied on the same date. Go to the relevant table for the actions required for WA ex-nuptial periods

Start point: Care window

Use the Select Child dropdown list to select the child while keeping the View Type as 'Current Care'. Highlight the child's name in the Care group box; this will populate the Care Details group box.

Select to create a new record, this is not necessary if this is the first care record for the child.

In the Care Details group box:

• select the Type of care being reported based on the date the care is reported and information provided
• set the Status to 'PENDING'
• key the date of event into the From Date field
• check the To field is blank
• key the date of notification into the Notified field
• if the care record is based on a care arrangement, key the date the care arrangements were made in the Made On field

In the Payee Care group box, in the:

• Nights field, enter the number of nights per 12 month period the payee has care of the child, or
• Percentage field, enter the percentage over a 12 month period the payee has care of the child

Note: record care as a percentage if calculating care based on hours of care, 50/50 split care or a 100% block of care.

When recording 50/50 split care, enter 50% to the payee. Cuba will automatically default the percentages to 51% for the payee and 49% for the payer and tick the 'Care Recorded as 50 Percent' check box. The customer's covering letters will state both parties have 50% care of the child, however the assessment notice will show 51% or 49%. This has no impact on the assessment rate.

If the customer cannot provide an exact percentage of care, calculate the percentage of care using the Care Calculator  or manually calculate the number of nights.

Press the Tab key or click on another part of the screen to populate the Payer Care group box. If this information is not correct, update it.

The Source should default to 'CSA' in the Payee Care and Payer Care group boxes. Update this if necessary.

Tick the relevant indicator tick boxes in the Additional Information group box.

In the Applicant Type field, make sure the radio button shows the correct role for the customer.

Select to save the information recorded for this child. This will open the dialogue box to prompt checks that care is measured over 12 months from the date of event. Select No to return to the Care window and make any required corrections, otherwise select Yes.

Check the correct ‘Use Date’ is applied. If not, select the relevant dropdown option to apply the correct date of effect. For care changes notified:

• Within 28 days of the ‘Date of Event’ use the ‘From Date’ for both parties
• Before 1 July 2018 (15 May 2019 for WA ex-nuptial cases) and more than 28 days after the ‘Date of Event’ use the ‘Notification’ date for both parties
• On or after 1 July 2018 (15 May 2019 for WA ex-nuptial cases) and more than 28 days after the ‘Date of Event’:
• Use the ‘From Date’ for the reduced care carer
• Use the ‘Notification’ for the increased care carer

Select to save the updated information recorded for this child.

To add multiple care records, repeat Steps 1 to 11 of this Process Help for each child where a new care record is required.

Select to open the Notes window and document all required information regarding the care record(s).

Note: document court orders, parenting plans and written agreements in the Care window, even if care is not occurring as per the care arrangement. A Pending Care Decision intray will create with a 14 day due date for each case the child is reflected in. This intray will automatically delete when the pended care record is processed and finalised.

Select to close the Care window and return to the window of origin (either Case or Registration).

Start point: Care window

Use the Select Child dropdown list to select the child with the care record to be finalised.

Note: selecting 'ALL CARE', from the View Type dropdown box shows all pending care records. Update care records from the earliest pending care period to the most recent.

Check the correct ‘Effective Date’ is applied. If not, go to the ‘Use Date’ button and select the relevant dropdown option to apply the correct date of effect. For care changes notified:

• Within 28 days of the ‘Date of Event’ use the ‘From Date’ for both parties
• Before 15 May 2019 and more than 28 days after the ‘Date of Event’ use the ‘Notification’ date for both parties
• On or after 15 May 2019 and more than 28 days after the ‘Date of Event’:
• Use the ‘From Date’ for the reduced care carer
• Use the ‘Notification’ for the increased care carer

• Highlight the pended care record in the Care group box
• Change the status from 'PENDING' to the status that reflects the care decision
• Select the appropriate Adjustment Reason

Select to save the change to the care record of the child. This will open an alert dialogue box confirming care was measured over 12 months from the date of event. Select No to return to the Care window and make any required corrections, otherwise select Yes.

To update multiple pended care records, repeat Step 1 to 5 for each care record in turn.

Select to open the Note Detail window and document the details of the care decision. The Care Decision macro is a tool designed to assist with writing this document.

Select to close the Care window and return to the window of origin (either Case or Registration).

Eligibility must be saved to give effect to these changes. If adding a care record was one part of another process that also requires Eligibility to be saved, complete any actions required for the process before saving Eligibility.

• Select Go and then select Eligibility. This will open the Preconfirmation results dialogue box
• Select Close after reviewing the Preconfirmation Results. See Technical support Cuba Process Help if required
• Select Save to apply the changes to the case. This generates the Letters Information dialogue box
• Select OK to close the Letters Information dialogue box and return to the Case window

Select to open the Letters List and make sure the affected customers are receiving the correct information.

Start point: Care window

• Use the Select Child dropdown list to select the child in the list while keeping the View Type as 'Current Care'
• Highlight the child's name in Care group box; this will populate the Care Details group box

Select to create a new record, this is not necessary if this is the first care record for  the child.

• Select the Type of disputed care being reported based on the date the care is reported and information provided
• set the Status to 'PENDING'
• key the date of event into the From Date field
• leave the To field blank
• key the date of notification into the Notified field
• if the care record is based on a care arrangement, key the date the care arrangements were made in the Made On field

• In the Payee Care group box, in the:
• Nights field, enter the number of nights per 12 month period the payee has care of the child, or
• Percentage field, enter the percentage over a 12 month period the payee has care of the child. Note: record care as a percentage if calculating care based  on hours of care, 50/50 split care or a block of 100% care

To record 50/50 split care, enter 50% to the payee and tick the 'care reported as 50 percent' check box. Cuba will automatically default the percentages to 51% for the payee and 49% for the payer, however the customers' covering letters will state both parties have 50% care.

If the customer cannot provide an exact percentage of care, calculate the percentage of care using the Care Calculator or manually calculate the number of nights.

• Select the Tab key or click on another part of the screen to populate the Payer Care group box. Update the information if required
• The Source should default to 'CSA' in the Payee Care and Payer Care group boxes. Update this if necessary

When pending disputed care, enter the percentages as the actual level of care and not the level of care written in the care arrangement.

Tick the disputed care indicator tick box in the Additional Information group box. If an interim care decision is being made, tick the 14 to 26 week indicator box.

In the Applicant Type field make sure the radio button shows the correct role for the customer who reported the care change.

• Select to save the information recorded for this child. This will open the dialogue box confirming care was measured over 12 months from the date of event.
• Select No to return to the Care window and make any required corrections, otherwise select Yes.

In the Use group box, select the correct dropdown option to apply the correct date of effect.

To add multiple care records, repeat Steps 1 to 9 for each child where a disputed care record is being added.

Select to open the Notes window and document all required information regarding the care record(s).

Note: document court orders, parenting plans and written agreements in the Care window, even if care is not occurring as per the care arrangement and actual care applies. A Pending Care Decision intray will create with a 14 day due date for each case the child is reflected in. This intray will automatically delete when the pended care record is processed and finalised.

Select to close the Care window and return to the window of origin (either Case or Registration).

Start point: Care window

• Use the Select Child dropdown list to select the child with the care record to be finalised
• Highlight the pended care record in the Care group box

Change the Status from 'PENDING' to 'ACCEPTED' or 'REJECTED' to reflect the disputed care decision.

Note: if appropriate, amend the care Type to reflect the final disputed care decision.

Select the appropriate Adjustment Reason.

Select to save the change to the care record of the child. An alert dialogue box opens to confirm care was measured over 12 months from the date of event.

Select No to return to the Care window and make any required corrections, otherwise select Yes.

To update multiple pended care records, repeat Steps 1 - 4 for each care record in turn.

Select to open the Note Detail window and document the details of the care decision using the Care Decision macro.

Select to close the Care window and return to the window of origin (either Case or Registration). If staff are:

• not processing an interim care decision, go to Step 8
• processing an interim care decision go to Add an actual care record to follow interim care period

Eligibility must be saved to give effect to these changes. If adding a care record was one part of another process that also requires Eligibility to be saved, complete any actions required for the process before saving.

• Select Go and then select Eligibility to open the Preconfirmation results dialogue box  
• Select Close after reviewing the results and seek technical support at Technical support Cuba Process Help if required
• Select Save to apply the changes to the case. This generates the Letters Information dialogue box
• Select OK to close the Letters Information dialogue box and return to the Case Window

Select to open the Letters List and make sure the affected customers receive the correct information.

Start point: Care window

When an interim care period is created, Cuba automatically generates an actual care record commencing the day after the interim period ends. The actual care record is identical to the last actual care determination prior to the interim determination. Review and amend this care record if required. Seek technical support at Technical support Cuba Process Help to delete and rekey the entire care record if required.

Review care records to determine if Cuba automatically generated the actual care period following the interim care period. If Cuba did generate the actual care period and all details of the care record are accurate finalise the care decision. If Cuba did not generate the actual care period, the actual care period needs to be added.

• In the Care window
• in the View Type select 'Current Care' and use the Select Child dropdown list to select the relevant child in the list
• Highlight the child's name in Care group box; this will populate the Care Details group box
• Select to create a new record

In the Care Details group box:

• select the care Type 'ACTUAL'
• set the Status to 'ACCEPTED'
• in the From Date field, key the date following the day after the To Date highlighted in the Care group box. Note: An alert box opens stating 'Future care records cannot be keyed unless part of an Interim Period care decision. To continue keying future actual care, select the disputed care checkbox'. Select OK
• in the Additional Information group box, tick the Disputed care indicator box
• in the Care Details group box, leave the To field blank
• in the Notified field, key the date notified of the first care record. An alert box opens stating 'Notification Date' must be greater than or equal to 'From Date' when care details 'Type is Actual'. Select OK

• In the Payee Care group box, in the:
• Nights field, enter the number of nights per 12 month period the payee has care of the child, or
• Percentage field, enter the percentage over a 12 month period the payee has care of the child. Note: Record care as a percentage if calculating care based on hours of care, 50/50 split care or block of 100% care

To record 50/50 split care, enter 50% to the payee and tick the 'care reported as 50 percent' check box. Cuba will automatically default the percentages to 51% for the payee and 49% for the payer, however the customers' covering letters will state both parties have 50% care.

If the customer cannot provide an exact percentage of care, calculate the percentage of care using the Care Calculator or manually calculate the number of nights.

• The Source should default to 'CSA' in the Payee Care and Payer Care group boxes. This can be changed if needed

• In the Use group box, select the correct dropdown option to apply the correct date of effect
• In the Applicant Type field make sure the radio button shows the correct role for the customer

To update multiple care records, repeat Steps 1 - 7 for each care record in turn.

• Select to open the Note  Detail window and document the details of the care decision using the Care Decision macro
• Select to save the information recorded for this child. A dialogue box will open confirming care was measured over 12 months from the date of event
• Select No to return to the Care window and make any required corrections, otherwise select Yes

Eligibility must be saved to give effect to these changes. If adding a care record was one part of another process that also requires Eligibility to be saved, complete any actions required for the process before saving Eligibility.

• Select Go and then select Eligibility to open the Preconfirmation results dialogue box
• Select Close after reviewing the results and seek technical support if required
• Select Save to apply the changes to the case. This generates the Letters Information dialogue box

Select OK to close the Letters Information dialogue box and return to the Case Window.

Select to open the Letters List and make sure the affected customers receive the correct information.

Start point: Care window

To delete a care record, select the child record to be deleted in the Select Child list box.

Note: if the record is for a Relevant Dependant child, go to the Care window in the case in which they have a Claimed For/ Not Claimed For role.

Select the Current Care or All Care in the View Type list box. The selected child's relevant care details will display in the Care Details list box.

• Highlight the specific record
• Open the File Menu and select Delete
• A 'Delete Confirmation' alert dialogue box will open advising that 'These details will be deleted upon 'Save' selected'. Select OK

Select the appropriate Adjustment Reason from the following:

• CSA
• Client Info
• FAO Info, or
• Keying Error

Select to save the information for this child.

Select to open the Notes window and document all required information regarding why the child's care record has been deleted.

Select to close the Care window and return to the Case window.

An alert box will appear stating 'Eligibility must be saved to give effect to these changes', select OK button. Eligibility must be saved to give effect to these changes. If adding a care record was one part of another process that also requires Eligibility to be saved, complete any actions required for the process before saving Eligibility.

Select Go and then select Eligibility. This will open the Preconfirmation results dialogue box.

Review the results to make sure there are no other issues caused by the deletion. Identify any complex or critical issues that will occur after Eligibility is saved, request technical support Technical support Cuba Process Help.

Once all the issues are addressed, select to apply the changes to the case.

When Eligibility is saved, the Letters Information dialogue box opens. Select OK to close the Letters Information dialogue box and return to the Case window.

Select to open the Letters List and review letters for accuracy.

To delete a pending care record with a source of FAO and a user ID B9030, request Technical support Cuba Process Help. If more than 21 days have passed since the record was created, a Service Support Officer (SSO) with CUBS access can delete the pending care record. If the pending care record was created within the last 21 days, the SSO needs to lodge a Cuba Incident Form to delete the pending care record.

Start point: Care window for the care that has the Centrelink care record to be updated.

Select the child that has the Centrelink care record to be updated from the Select Child dropdown list.

The Centrelink care record should be now appear in the Care list box. If it does not, change the View Type to 'All Care' and then select the Centrelink care record. Check the WA ex-nuptial indicator on the Customer window.

Update the information in the Care Details group box:

• Delete the existing information and key the updated information into the relevant field(s). In the event:
• there is a third party and Cuba has incorrectly defaulted the balance of care to the other customer rather than the third party who is actually caring for the child, update the Centrelink record. For example: a payee has 60% care of the child and Grandma has 40%. The Centrelink care record received shows the payee with 60% care. Cuba incorrectly defaults the remaining 40% care to the payer and not Grandma. In this instance, update the care to show 60% care to payee and 0% care to payer, or
• parties have reconciled, Centrelink will transfer care as 100% to one party and 0% to the other party. In this instance, update Cuba to reflect that either a) both parties have 100% care of the child, if either party has another active case or b) set the care back to the level of care previously being used in the child support assessment. See Centrelink-Child Support information exchange

Select the appropriate Adjustment Reason from the dropdown list.

Select to open the Notes window.

See Documentation Cuba Process Help - Create a new note that documents the details of the change and reasons for updating the care record.

Select to save the changes.

Select to close the Care window.

Select the OK to close the information dialogue box and return to the Case window.

Select the Go menu in the Case window and select Eligibility… to open the Preconfirmation Results dialogue box.

Check the preconfirmation results in each of the list boxes to identify any other outstanding issues or unexpected outcomes that will occur if Eligibility is saved.

• If there are other issues that require action, do not save Eligibility at this stage. If the actions required to resolve the outstanding issues cannot be determined, see Technical support Cuba Process Help for further assistance. Select Cancel to return to the Case window
• If there are no other outstanding issues and the preconfirmation results reflect the updated care record, save Eligibility

• Select to open the Letters List window
• Make sure the correct letters notifying customers of the change correspond to the update that is made
• Select the letters from the Letter List box and select to preview the selected letter. Make sure the details of the letter match the details of the update

Start point: Customer window

• If a Centrelink Care - Case Review Required intray has generated or if finalising a Centrelink care record that does not have a Centrelink intray, go to Step 3
• Otherwise, proceed to the steps relevant to the intrays lower on the hierarchy

Check the details in the External Information Care window to obtain the details for all child records received via the data exchange.

Check if the child is potentially a new child for the mutual customer's case(s).

• Open the Involvement List window for the customer
• Select each of the cases that appear in the Cases list box and see if the child has a role in an existing case for the mutual customer checking the Children Involved in a Case list box
• If the child does not appear in any of the cases, this will potentially create a Care - New Child intray
• Select to return to the Customer window

• Open the External Information Care window by selecting External Info Care from the Go menu in the Customer window
• Check both customers’ windows to review the care percentage
• Check in External Information window if the customers have reconciled by selecting External Information from the Go menu in the Customer window
• If customers have reconciled this will potentially create a Care - Potential Reconciliation Required intray

• Open the External Information Care window by selecting External Info Care from the Go menu in the Customer window
• If the Review/Objection field is marked 'Y', this will potentially create a Care - Review of Decision rcvd intray
• Select to return to the Customer window

Check the WA ex-nuptial indicator on the Customer window.

If the mutual customer has a WA ex-nuptial case, go the Care window for their case(s).

For each child, check if there is a Centrelink care record with a From Date (date of event) before 03/03/2011 and there is no Cuba care record from 03/03/2011.

If any such care records are found, this will potentially create a Care - WA Ex Nuptial intray.

Open the External Information Care window by selecting External Info Care from the Go menu in the Customer window.

If the More than 2 carers field is marked 'Y', this will potentially create a Care - Additional Carers intray.

Remain in the External Information Care window and proceed to the next step to check for the next indicator.

Open the External Information Care window by selecting External Info Care from the Go menu in the Customer window.

If the 14 to 26 weeks field is marked 'Y', this will potentially create a Care - Interim Determination intray.

Remain in the External Information Care window and proceed to the next step to check for the next indicator.

Select to open the Associated Client Navigation window. For each of the customers associated with this customer, repeat the checks in Steps 2 to 9.

Based on the information gathered in Steps 1 to 9, identify all of the actions required to be completed for all children for all customers associated with the child/ren.

For each Centrelink care indicator, complete as many actions as possible using the information currently available in Cuba. This minimises the request for information from Centrelink. For further information, refer to the steps listed before the 'Centrelink/Child Support exchange of information macro' section of the following documents:

• Care - Additional Carers Intray Help
• Care - New Child Intray Help
• Care - Review of Decision Rcvd Intray Help
• Care - Care Review Required Intray Help

Run Eligibility and check the Pre-Confirmation Results to identify any other outstanding issues or unexpected outcomes that will occur if Eligibility is saved. Do not save Eligibility at this stage.

If there are any outstanding issues or Eligibility results that cannot be completed, contact at SSO further assistance because information from Centrelink may be required to resolve some issues.

Where further information is required from Centrelink to finalise any indicators for any or all children complete the Centrelink/Child Support exchange of information macro, selecting multiple indicator types where required. This ensures the maximum number of issues can be resolved using the one Centrelink request.

Create a record in the Communication window of the exchange of information macro request with the following details:

• Type: Electronic Out
• Case: Case number, if applicable
• Reason: Request for Inf
• With: Centrelink
• Category: Other
• Issue: Other

See Documentation Cuba Process Help - Create a note with the subject line 'Information request' and save the contents of the macro into the New Client Matters/Communication notepad dialogue box.

While awaiting Centrelink's response, continue to action any outstanding intrays or Eligibility Pre-Confirmation issues where possible.

Once Centrelink's response is received in the View Correspondence window, use the information that is now available to finalise all the issues identified through this process. Eligibility should not be saved until all indicators have been actioned. This will prevent subsequent Care intrays from generating unnecessarily. For further assistance on how to finalise these issues, see the Finalise Centrelink care record sections of the following documents:

• Care - Data Mismatch Intray Help
• Care - Additional Carers Intray Help
• Care - New Child Intray Help
• Care - Review of Decision Rcvd Intray Help
• Care - Case Review Required Intray Help