Linking and unlinking a child support paying parent to a Family Tax Benefit record 277-51150010

If a payer mismatch has occurred between Centrelink and Child Support, the Find Payer (MNFP) screen will display when trying to go to the Maintenance Entitlement Group Summary (MNGS) screen.

Paying parent details held by Child Support and Centrelink will display on the MNFP screen. Staff outside of the Families override contacts and Child Support Unit (CSU) have view only access. These cases must be referred to Families override contacts.

When a case needs to be referred to a Families override contact, Service Officers are to create a Direct Referral to an SSO to request the override.

If they do not match, unlink the paying parent: code 'N' in Confirm Selection: field and press [Enter]. The warning message: 'M9853', will display for those who do not have access to update this screen.

Is parentage unknown or not proven?

• Yes, establish how parentage was proven and action accordingly
• No, parentage has been proven, go to Step 2

Go to the Name Search (IN) screen in Customer First and code in the paying parent's details. Press [Enter] to search for the paying parent.

Results of the search will be displayed on the Name List (IL) screen.

• Yes, note their Customer Reference Number (CRN)
• No, try again using date of birth and surname only or name only. Check if other names have been used. If no record found, do not create one

Only use Process Direct if the payer linking:

• is being updated as part of FTB claim processing, or
• within an associated work item started using the Families – Care Assessment workflow on the Task Selector

Is the update being made in Process Direct?

• Yes, go to Step 9
• No, using Customer First, in the FTB customer's (receiving parent's) record:
• Go to Maintenance Entitlement Group Summary (MNGS) screen in the FAO system
• 'S'elect the entitlement group to link the paying parent to
• Complete the Source: and DOR: fields and press [Enter]

Note: the group must be an active group. A new group may need to be created to move children into. For help, see How to group children on a customer's Family Tax Benefit (FTB) record.

• If the Sep'?: and the Sep'n date: fields are not correct or not displayed, enter these fields and press [Enter]
• Code 'Y' in the Link Payer: field and press [Enter] to go to the MNFP screen

Was the paying parent's record on the Centrelink database?

• Yes, go to Step 6
• No, a record should not be created if one does not exist. Go to Step 8

On the MNFP screen, code the paying parent's Customer Reference Number (CRN) and press [Enter] to expand their details. Only the current partner can be linked. What if a warning appears?

Are details correct (link this paying parent)?

• Yes, go to Step 7
• No, code 'N' in the Confirm Selection: field and press [Enter]. Search again from the IN screen. If no record can be found, go to Step 8

• Code 'Y' in Confirm Selection: field to confirm the selection. Press [Enter]
• The MNGD screen redisplays with the paying parent's name, date of birth and CRN
• Check maintenance action code for child and update if needed
• Record details on a DOC and finalise activity on AR screen

Procedure ends here.

• On the MNFP screen, code 'X' (Paying parent exists - No CRN) in Confirm selection: field and press [Enter]
• Check maintenance action code for child and update if needed
• If the MNFP screen was updated:
• as a separate activity, record details on a DOC and finalise activity on AR screen
• as part of a new claim, note in the New Claim Grant DOC that the update was made by the Families override contact

The Maint Ent Grp Summary (MNGS) screen is a post assessment screen. Service Officers must complete all other claim updates and select Assess on the Errors (SWE) screen before making maintenance updates.

• If a new maintenance group is needed, an error displays on SWE screen. Select Assess to go to the MNGS screen and code the updates
  Note: the group must be an active group. A new group may need to be created. For help see How to group children on a customer’s Family Tax Benefit (FTB) Record
• Make note of the Group ID that requires a paying parent to be linked, from the Group field on MNGS screen

Once maintenance grouping has been checked and completed, after Assess, from the Entitlement (ELD) screen go to Maintenance – Find payer (MNFP) screen

• On MNFP screen select the Group ID
• Enter the paying parent’s CRN in the CRN field on the Centrelink Payer Details table and select Search
• On the Search Payer dialogue box, select Search
• If the correct paying parent’s record displays the Results table, select the record containing the correct name/CRN
• Select Link Payer
• Select OK to ‘Do you want to link the Centrelink payer?
• Select Assess
• The MNGS and MNGD screens will now display with the paying parent’s name, date of birth and CRN
• Once ELD screen is correct finalise the work item