Child support Manual Follow-up (MFU) activities and automatic reviews 277-51160000

Example

Description

1

Care has flipped

On 2 September 2020, a Child Support care activity is left as started on a customer’s record by ICT due to a large debt being calculated.

The customer previously had 100% care coded for the child from 14 January 2020.

The provisional care data in the activity is now:

• deleting that entry and replacing it with 0%, and
• coding the child as left customer care (LCC) on the CHC screen

The customer is still showing as partnered to the other parent on the MS screen, and the child is a current relationship child on MNGS.

This is not a straightforward care change:

• Check the care details for the customer in Cuba
• Cuba shows the customer separated on 15 August 2020 and started a child support case against their now ex-partner
• A care determination was also made by Child Support and updated in Cuba because the customer has 100% care from 14 January 2020

Investigation shows care has been flipped on the Centrelink system because the customer has not yet advised Centrelink they have separated from their partner.

Cancel the started care activity and follow up the separation with the customer.

2

Care is correct

On 28 October 2020, a Child Support care activity is left as started on a customer’s record by ICT due to a large debt being calculated.

The customer previously had 100% care of a child from 21 May 2012.

The provisional care data in the activity shows care updated to 50% from 1 July 2018 with an assessment of CSP decision.

The change in care is causing a large overpayment to be calculated which spans 2 previous financial years and the current financial year.

Investigation shows:

• there are no other care changes, or previous care decisions deleted within the activity, and
• the care update in the activity is attributing the remaining 50% to another carer

This is a straightforward care change:

• no need to check Cuba to confirm the care details
• finalise the activity with a DOC confirming the care details

Issue

Actions

1

To Do Indicator (TDI) error E694F1- CSA case ended for child

TDI:E694F1 presents for staff to check/confirm the case end reason is valid. This error will prevent the activity being taken to AR.

To action:

Conduct a thorough investigation of the case end information received from Child Support

Once the information is confirmed/correct, to proceed past the error:

• Within the activity, go to MNGS screen and select the relevant child/children
• Select maintenance action on MNCD screen and then a Y to go to Maintenance Input - MNMA
• Navigate to AR, check results before finalising to ensure the outcome is correct
• Finalise the MFU

2

A005MN case end ‘PNF’ – duplicate record identified

A record has been identified with child having duplicate record in Child Support System (Pluto). This occurs when a customer has an existing child record (CRN) and has later contacted Child Support as an adult and a new record is created.

Send email to CLU for follow up to determine correct CIN as per Mutual customer and child matching with Child Support

Once Child Support have determined the correct CIN, check the following in
Centrelink system:

• If the correct CIN is not linked, delete duplicate and link correct CIN the following day.
• Once the correct CIN is linked to the child/customer’s record - a refresh is required via the MNRF screen

In Customer First, create a manual review on the Review Registration (RVR) screen and complete the following fields:

• Service Reason: FTB
• Review Reason: select most appropriate reason
• Due Date: 14 days from today's date
• Source: INT
• Date of Receipt: today's date
• Notes: “Maintenance Action coding of PNF applied from the xx/xx/xxxx due to duplicate CIN
  Data exchange of PNF (Parent not Father) for child/ren xxxx
  Refresh coded (MNRF-reload CSA data) on the xx/xx/xxxx.
  Check MAT coding has re-applied the maintenance action of CCC (CSA has commenced payments)for child/ren xxxx, from xx/xx/xxxx.”
• Keywords: REVDUE
• Workgroup: leave blank
• Position: leave blank
• Transfer to Region: leave blank

The review will mature on the due date coded in the RVR activity. Workload Management will allocate the review for manual action.