Personalised Services Cuba Process Help 277-30010480

• Select Management Tab from the CSA Main Menu
• Select Personalised Services > Allocation > Service Manager Allocation
• Select the Reactive Ref button to open the Find Customer - Production window
• Enter the Child Support Identifier (CSID)
• Select , to find the record
• Select OK on the Error detail - 140 x Applicant name is required dialogue box

to open the Add internal referral Customer dialogue box.

• From the PS Internal Referral drop down select:
• Other - for all personalised services referrals, or
• Associate - for associates of an existing personalised services customer
• Select OK to return to the PS Service Manager Work Assignment window

• Select customer from the Customer List dialogue box. This will display:
• CSID
• Customer name, and
• Customer location
• Select Personalised Services Service Officer from Stream/Team CSO Workload Officer dialogue box
• Select the Assign button to assign customer to Personalised Services Service Officer customer list

• From the Customer Management Plan Overview window
• Record the Core Issue, and
• Trigger

Start point - record core issues in the CMP

Start point: Customer Management Plan Overview window

• Select the Core Issue
• Record internal referral type
• Record the date of the Personalised Services stacking document
• Select

• To open the dialogue box select the Trigger details
• Record Segment
• Record issue (reason for PS referral)
• Select

• Select Management Tab from the CSA Main Menu
• Select Personalised Services > Work Management > CSO Actions List
• Select the customer being transferred out of Personalised Services from the Customer Details list box
• Double click to select the customer or select to open the Action Dialogue box
• In the Referral - Production window select the CMP Approval check box
• Select
• Select to return to the CSA Main Menu

• Select Management Tab from the CSA Main Menu
• Select Personalised Services > Work Management > Service Manager Actions List
• Select the customer from the Actions List
• Double click to select the customer or select to open the Action Dialogue box
• In the Service Manager Approval Action - Production window, select the Accepted button in the CMP Approval field
• Select
• Select to return to the CSA Main Menu

For international customers this process is required to be completed in Pluto under the Notes section. Select Add to create a communication record, this will copy across to Cuba.

Create a record in the Communication window with the following details:

• Type: 'Phone Out'
• Reason: 'PERS SERVICES'
• Category: 'PS CUSTOMER CONTACT'
• Issue: 'Blank'
• Select to save the notepad

• From the Communication window select the Personalised Services Stacking document
• Select to open the stacking document
• Select to open the New Client Matter/Communication notepad
• Add a meaningful subject header
• Record notes in the text box

Select to save the note to the stacking document

• Select Management Tab from the CSA Main Menu
• Select Personalised Services > Work Management > CSO Actions List
• Select the customer being transferred out of Personalised Services from the Customer Details list box
• Double click to select the customer or select to open the Action Dialogue box
• In the Referral - Production window select
• Select to return to the CSA Main Menu

• Select Management Tab from the CSA Main Menu
• Select Personalised Services > Work Management > Service Manager Actions List
• Select the customer from the Actions List
• Double click to select the customer or select to open the Action Dialogue box
• In the Service Manager Approval Action - Production window in the Monitor Approval field select the Accept Monitoring up to 90 Days radio button
• Select
• Select to return to the CSA Main Menu

• Select Management Tab from the CSA Main Menu
• Select Personalised Services > Work Management > CSO Actions List
• In the Referral - Production window select Transfer out of PS radio button
• Select
• Select to return to the CSA Main Menu

• Select Management Tab from the CSA Main Menu
• Select Personalised Services > Work Management > Service Manager Actions List
• Select the customer from the Actions List
• Double click to select the customer or select to open the Action Dialogue box
• Open the Service Manager Approval Action - Production window
• In the Transfer Approval field select radio button:
• Accepted, or
• Rejected
• Select
• Select to return to the CSA Main Menu