Alignment of Care Manual Follow-up (MFU) activities 277-51170000

The Date of Effect (DOE) rules are different for Child Support in comparison to Centrelink.

If Child Support or Centrelink is notified within 28 days of the date the care changes, the date of effect will be the date the care changed for Child Support and Centrelink purposes.

Changes to Child Support legislation effective from 1 July 2018 mean that if Child Support or Centrelink is advised more than 28 days after the date of event, the date of effect for Child Support purposes will be the date:

• the care changed for any decrease in the care percentage
• of notification for any increase in the care percentage

Note: the 1 July 2018 legislative changes to care date of effect apply to WA ex-nuptial cases if the change was notified on or after 15 May 2019. Changes notified before that date use the pre 1 July 2018 legislation.

Transitional arrangements/grace period:

If a care change occurred before 1 July 2018 and Services Australia was notified before 30 December 2018, during the 26 week 'grace period', (1 July 2018 to 29 December 2018 inclusive), the change took effect for Child Support purposes from the date:

• the care changed, if the change was notified within 28 days
• of notification, if the change was notified outside 28 days

See Notification of change in child support care for more information.

If a care change occurred before 1 July 2018 and is notified after 30 December 2018 for Child Support purposes, changes to the care percentage will take effect from the date:

• the care changed for any decrease in the care percentage
• of notification for any increase in the care percentage

If Centrelink records the correct DOR when applying care decisions and the correct date of event for the care changes the Child Support system will automatically determine and apply the decision correctly under child support law.

For Alignment of Care activities where a DOR more than 12 months in the past is required, it may be necessary to cancel the MFU and create a new activity with source code CSSAL.

Similarly, the Centrelink system will automatically determine and apply the correct DOE under Family Assistance law as long as the correct date of event and date of notification are recorded by Child Support.

When actioning Alignment of Care MFUs, the MFU may relate to an Accepted (ACP) care assessment by Child Support or a newly commenced Child Support care assessment (pending care decision) or both, as indicated in the text on the MFU. Pending care decisions will have a status of 'PND' and should not be applied to the record until the decision has been accepted (ACP).

The PND care should not be applied, as it is not a final decision.

Once the 'accepted' care decision is received from Child Support, it will automatically apply via the data exchange or a new MFU may be generated.

Details about a care decision made by Child Support for a child are available from:

• full notes on MFU activity (seen by 'V'iewing the MFU activity)
• DOCs about the child's care arrangements (CSACARE DOC on the Document List (DL) screen)
• the child's Care MFU Details (!CAMFU) page

If a child has their own Centrelink record, any MFU generated in relation to the child will be generated on the child's record and not the carer's record. When an MFU is created on the child's record, there is no indication as to which carer the MFU relates to. To work around this:

• Access the child's record
• Email the Families Ongoing Entitlement Team requesting a check of which carers the MFU relates to. Include the child's CRN, MFU number and the MFU AMR
• Place the MFU on hold pending a response
• When a response is received, update care assessment details (check the specific MFU details for what is required) for the child on the child's record if necessary
• Finalise the MFU activity on the child's record
• Create a DOC with the care details and action taken on the relevant carer record/s using Fast Note, go to Item 5

Create a DOC within the MFU/FAO activity. Note: if the MFU is generated on a child's record, create a DOC with the care details and action taken on the relevant carer/s record using Fast Note.

Update the following fields:

• ServRsn: FTB
• Enquiry Type: CCU
• Who: SYS
• Source: SYS
• Channel Type: INT
• Storage: Nil
• Ext Detail: Care decision

Record relevant details in body of text:

'Child Support advised that carer has [insert care percentage] of [child's name] from [date of event]'.

Record the relevant outcome from one of the following:

• 'Care details updated manually'
• 'No care details updated as this care period/percentage is already recorded on Centrelink system', or
• 'New shared care assessment commenced under Alignment of Care rules'

Need to query care details directly with Child Support and do not have Cuba access:

• create a Fast Note, select Auto Text. Use Families > Enquiry > Alignment of Care
• Keywords: the 'Alignment of Care' template automatically includes the relevant 'ACTAOC' keyword. For urgent requests, manually add the URGENT keyword to the Fast Note
• the DOC must include the following information:
• relevant child/ren details
• care details including dates and percentages, and
• any other relevant information

System issues/limitations

See Child Support data has not loaded onto or is incorrectly affecting customer's record.

Care updates must be made within the MFU activity

When updating care based on the MFU details, updates must be made within the MFU activity where possible. If error E012ZZ 'Entry Required' presents when updating the FTB Shared Care (FSC) screen, change the source to External and continue.

Exceptions to this include where a care decision has been made in relation to a non-linked carer.

If the care decision relates to a non-linked carer, see Linking a child to a customer's record.

Any updates made to care arrangements based on information in an MFU should be applied using the 'date the MFU was received' (DOR of the MFU) as this is the date the information was first received at Centrelink.

MFU may be generated on the child's record

If the relevant child has their own Centrelink record, any AOC MFUs will be generated on the child's record rather than the carer's record.

MFU may contain care details for the other carer

If the relevant child is in a different environment to the carer, the MFU will be generated on the record of the carer in the same environment as the child provided the child does not have their own record.

Example

Carer 1 and child are in environment 'K' and, carer 2 is in environment 'B'. When care details for carer 2 exchange for the child, the MFU will be generated on carer 1's Centrelink record.

Some MFUs are mandated activities

Some MFUs are mandated activities. This means they cannot be 'C'ancelled and must be finalised via the Assessments Results (AR) screen, even for those which require no action/update.

Care decision for multiple children

If the care decision received generates an MFU, an MFU will be created for each child involved.

Date of receipt (DOR)

Any updates made to care arrangements based on information in an MFU should be applied using the 'date the MFU was received' (DOR of the MFU) as this is the date the information was first received at Centrelink (not the 'decision date' (DCS) included on the MFU).

Multiple MFU activities for the same child with the same DOV

Where there are multiple MFUs for the same child with the same DOV but a different percentage, apply the MFU with the latest decision date (DCS). This can occur when care percentage has been changed based on an appeal.

Keyword: A024CH

Reason for MFU:

More than 2 Carer indicator = Yes received from Child Support and the child is in the care of 3 or more people and these details could not be transmitted in the data exchange.

Action required:

A separate MFU activity is created for each child. If an MFU activity displays on a child's record, see Table 1, Item 4.

Compare the Child Support care assessment with care details recorded:

• If both decisions have been made by Child Support and both have the same DOV, access Cuba/Pluto to confirm which is correct. See Table 1, Item 6 for details on how to request this information
• If one decision has been made by Centrelink and the other by Child Support for the same DOV (date of event), the earliest decision should apply
• If the DOV and care percentage are the same as Centrelink has recorded, no update is required

If Child Support care decision needs clarification or there is a system issue, see Table 1, Item 6.

Select MFU activity for child.

If necessary, manually update the relevant Child Support care decision for the child using the correct DOR. See Table 1, Item 7. If a step-parent is claiming FTB for the child, the Notification and assessment of shared care arrangements for Family Tax Benefit (FTB), Step-parent workaround may need to be applied.

Make a shared care or principal carer determination for the child if the customer or other carer is claiming or receiving an income support payment. See Principal carer of a dependent child.

Create a DOC within MFU activity and finalise the activity. See Table 1, Item 5.

Action any MFUs for the same child/case/care period on other records.

Keyword: A025CH

Reason for MFU:

Care percentage more than 100% indicator = Y received from Child Support. In most cases, this MFU is generated when the parents have become partnered. An MFU activity may display on each person's record and will most likely say that both carers have 100% care. This is because when parents reconcile, Child Support generally gives effect to the reconciliation by coding the child/ren in care as 100% each for both parents (200%) from the date they reconciled.

Action required:

If the MFU displays on:

• a child's record, 'V'iew details. See Table 1, Item 4
• an adult record, record the child's CRN from the MFU and the DOV that has > 100 Y. Note: the MFU may have more than one decision in it

Go to the Marital Status (MS) screen.

If the customer displays as not partnered, and:

• is not receiving any payments (and has not received payments since the care DOV), no action is required. Close the MFU
• is receiving payments (or was receiving payments at the time of the care date of event), check the Activity List (AL) and Document List (DL) screens for any customer contact about the change. If the customer's change in marital status:
• is displayed, update the care as per the information in the MFU
• is not displayed, call the customer to confirm reconciliation. See Effect on Family Tax Benefit (FTB) where the customer elects to suspend or end a child support assessment

If the customer displays as partnered on the MS screen, compare the MS DOV to the care DOV. If the care DOV is:

• the same or one day different to the date displayed on the MS screen:
• go to the Child Selection (CHS) screen and select the child
• go to the FTB Shared Care (FSC) screen. Make sure the FSC screen reflects the care as per the MFU
• if the care is present but from a different date, update FSC as per the information in the Manual Follow-up (MFU)
• more than one day earlier than the MS DOV, call the customer to discuss. See Effect on Family Tax Benefit (FTB) where the customer elects to suspend or end a child support assessment
• later than the MS DOV, update the care as per the information in the MFU

If there is an MFU on both parents' records advising 100% care for each:

• on the Child in Customer Care (CHC) screen, record 'in customer care' (ICC) for both customer and partner, and
• on the FSC screen, record 100% care for the FTB recipient

Keyword: A027CH

FOR CSU/INC ACTION ONLY Reason for MFU:

There are more than 2 carers for the child on the Centrelink system and a Child Support care assessment is received.

Action required:

If an MFU activity displays on a child's record, view details and finalise MFU on child record. See Table 1, Item 4.

View Child Support care decision details, see Table 1, Item 3.

If the Child Support care decision needs to be clarified or if there is a system issue, see Table 1, Item 6.

Select MFU activity for child.

If Centrelink does not have the same care decision already coded for the customer, manually update the Child Support care decision for the child using the correct DOR. See Table 1, Item 7. If a step-parent is claiming FTB for the child, the Notification and assessment of shared care arrangements for Family Tax Benefit (FTB), Step-parent workaround may need to be applied.

Make a shared care or principal carer determination for the child if the customer or other carer is claiming or receiving an income support payment.

Create a DOC within the MFU activity and finalise activity. See Table 1, Item 5.

Action any MFUs for the same child/case/care period on other records.

Keyword: A028CH

Reason for MFU:

More than 100% care is recorded on the Centrelink system for the child and a Child Support care assessment is received.

Action required:

If an MFU activity displays on a child's record, view details. See Table 1, Item 4.

View Child Support care decision details. See Table 1, Item 3.

Check Centrelink records to determine why the total care percentage for the child is recorded as more than 100%.

If the Child Support care decision needs to be clarified or if there is a system issue, see Table 1, Item 7

Select MFU activity for child.

If Centrelink does not have the same care decision already coded for the customer, manually update the Child Support care decision for the child using the correct DOR. See Table 1, Item 7. If a step-parent is claiming FTB for the child, the Notification and assessment of shared care arrangements for Family Tax Benefit (FTB), Step-parent workaround may need to be applied.

Make a shared care or principal carer determination for the child if the customer or other carer is claiming or receiving an income support payment.

Create a DOC within the MFU activity and finalise activity. See Table 1, Item 5.

Action any MFUs for the same child/case/care period on other records.

Keyword: A029CH

FOR CSU/INC ACTION ONLY Reason for MFU:

A completed care assessment is recorded on the Centrelink system and a completed Child Support care assessment is received and the only difference is the care percentage. This MFU is also created where Centrelink have recorded ICC and let the system assume the percentage of care, rather than coding a percentage on the FSC screen.

Action required:

If an MFU activity displays on a child's record, view details. See Table 1, Item 4.

In Customer First, view the Child Support care decision details. See Table 1, Item 3.

Note the child's CRN, DOV and percentage from the MFU, then go to the CHC screen for the child.

Check that the child is coded ICC of the customer for the DOV and note if the child is coded ICC of any other carers as at this DOV.

Go to the FSC screen. If there is no percentage recorded on the FSC screen for the customer for the DOV, it means the Centrelink system will make assumptions on the care percentage. If the child is coded ICC of:

• only one carer for the DOV, the assumed customer's percentage is 100. If the assumed percentage matches the percentage from the MFU, it must be coded on the FSC screen within the MFU
• more than one carer for the DOV, the assumed 100% percentage will minus any percentage already recorded for that DOV. For example, if the customer is parent A and the child is ICC of parent B with 72% recorded, the assumed percentage for parent A is 28%. If the assumed percentage matches the percentage from the MFU, it must be coded on the FSC screen within the MFU
• more than one carer for the DOV and the other carer the child was ICC of is/was the customer's partner, check if the child displays as 100% for the partner for the DOV. If the child is:
• displayed as 100% in the care of the partner for the DOV, no coding is required for the DOV (as the child cannot be coded as 100% for both)
• not displayed as 100% in the care of the partner for the DOV, update the FSC screen for the customer within the MFU

Check if there is a percentage recorded on the FSC screen for the customer for the DOV. If the existing decision was made by:

• Child Support, it needs to be confirmed with Child Support as to which is correct. See Table 1, Item 6 for referral process
• Centrelink, generally the earliest decision should apply, follow this up with Child Support. See Table 1, Item 6 for referral process

If necessary, manually update the relevant Child Support care decision for the child using the correct DOR, see Table 1, Item 7. If a step-parent is claiming FTB for the child, the Notification and assessment of shared care arrangements for Family Tax Benefit (FTB), Step-parent workaround may need to be applied.

Make a principal carer determination for the child if the customer or other carer is claiming or receiving an income support payment.

Create a DOC within the MFU activity and finalise activity. See Table 1, Item 5.

Action any MFUs for the same child/case/care period on other records.

Keyword: A026CH

Reason for MFU:

Left care without consent (LWC) for a child has been recorded and a subsequent Child Support care assessment is received within the 14 (or 26) week review period.

Note: it can also be created if a Child Support care decision is received with Disputed care indicator = Yes. In this case, separate action is required, see Item 2.

Action required:

If an MFU activity displays on a child's record, view details. See Table 1, Item 4.

Make sure the customer is eligible for LWC coding for the child.

See Table 1, Item 6:

• if the Child Support care decision needs to be clarified
• to see evidence used for the Child Support care decision
• if there is a system issue

Is LWC coding correct?

• Yes, the Child Support care decision may be due to the customer advising Child Support of new care arrangements for the child. For example, child returned to care. If the Child Support care decision is to be applied:
• select MFU activity for child and update the Child Support care decision using the correct DOR. See Table 1, Item 7
• make a principal carer determination for the child if the customer or other carer is claiming or receiving an income support payment
• create a DOC within the MFU activity, and finalise activity. See Table 1, Item 5
• No, the child's care arrangements may need to be reassessed. The Child Support care decision can be taken into account as the new care decision

Keyword: A026CH

Reason for MFU:

Care arrangements were initially advised to the Child Support Agency and the Child Support care decision has Disputed care indicator = Yes. This is a trigger that the customer may be eligible for LWC (left care without consent) coding for the child.

Note: it can also be created if LWC (left care without consent) is coded in Centrelink system and a Child Support care decision is received in the review period. In this case, separate action is required, see Item 1.

Action required:

If an MFU activity displays on a child's record, view details. See Table 1, Item 4.

View Child Support care decision details. See Table 1, Item 3.

If the Child Support care decision needs to be clarified, to view evidence used for the Child Support care decision, or if there is a system issue, see Table 1, Item 6.

If Child Support does not have evidence supporting LWC coding, contact the customer directly to discuss whether LWC criteria are met.

Does the customer meet LWC eligibility?

• Yes, the Child Support care decision should not be applied:
• Select MFU activity and make interim and actual care determinations for FTB
• Create a DOC and finalise activity. See Table 1, Item 5
• No, the Child Support care decision is to be applied:
• Select MFU and update the Child Support care decision using the correct DOR. See Table 1, Item 7
• Make a principal carer determination for the child if the customer or other carer is claiming or receiving an income support payment
• Create a DOC and finalise activity. See Table 1, Item 5

Keyword: #APL*

* = wildcard for COM/FIN/ODM.

Note: this is a reassessment activity, not an MFU.

Reason for REA:

A FAO/REA activity is created after the Internal Review/Explanation script has been used to record a request for an explanation or application for a formal review of a decision with a 'care' reason code of PDC, PRS, PSC, PTS or CSR.

The FAO/REA activity must be completed before the explanation or formal review of decision is finalised. If this is not done, an edit will display to make sure the link is completed within the next explanation or formal review of decision activity.

Action required:

In Customer First, select the FAO/REA activity and see the child's Care Objection Appeal Details (!COAD) screen:

• Select the relevant APL record and link it to the relevant care period for the child
• Create a DOC within the REA activity, and finalise activity, see Table 1, Item 5

If an APL record has been linked to an incorrect care period for the child, it can be corrected by deselecting the care period and the selecting the correct care period.

Keyword: A030CH

Reason for MFU:

Automatically generated 98 days after the Date of Notification for Disputed Care Indicator = Yes on the Care Alignment Details page.

The Disputed Care Indicator should only be set to Yes if:

• a court order/parenting plan/written agreement is not being complied with, and
• the carer with the reduced care is taking reasonable steps to regain the care of the child

Action required:

Cancel the automatic MFU and wait for manual FAL to generate.

Keyword: A031CH

Reason for MFU:

Generated when a care transaction is received from Child Support regarding a child who is recorded as deceased by Centrelink.

Action required:

If an MFU activity displays on a child's record, view details. See Table 1, Item 4.

View the care details and date of death details and contact Child Support for further details.

Keyword: A034CH

Reason for MFU:

Centrelink received updated care advice from Child Support. The update contains a change to the details regarding a carer's relationship with a child that cannot be automatically reconciled with the details already held by Centrelink.

Review the details of the carer's relationship with the child and make enquiries to determine the correct relationship status.

Action required:

If an MFU activity displays on a child's record, view details. See Table 1, Item 4.

To view the details of the MFU, go to the Activity Details (AY) screen by entering 'V' in MFU activity.

The details displayed are:

• Date of Event of the care period (DOV)
• Care Percentage (%)
• Care Decision Date (DCS)
• Care Status (STS)
• Care Greater than 100% Indicator (>100)
• Carers more than 2 indicator (GT2)
• Number of care periods in the Transaction (Total Periods)

The screen displays information for 4 care periods only.

The care period that generated the MFU will be indicated by an asterisk (*). If more than 4 care periods exist in the transaction keyword 'CARGT4' will be displayed.

Once the correct details have been established, they should be applied to the record for the care period in question using the correct DOR.

Create a DOC within the MFU activity and finalise activity. See Table 1, Item 5.

Action any MFUs for the same child/case/care period on all carers records (if applicable).

Keyword: A035MN

FOR CSU/INC ACTION ONLY

Reason for MFU:

A retrospective Child Support care assessment is received for a child in a partner's or ex-partner's care for a period before the relationship ended or commenced.

Action required:

This MFU may be generated due to Centrelink advising Child Support of care and More than 2 Carer indicator = Yes. To determine if the A035MN has been generated as a result of this known issue:

• Check the details in the MFU (child, date of event, care percentage)
• Go to the FTB Shared Care (FSC) screen for the child in the MFU and check the Agency field to confirm Centrelink made the decision in Customer First
• If the 'More than 2 Carers' indicator is 'Y' for the relevant date of event, complete MFU activity via the Assessment Results (AR) screen with no action

Action required to complete MFU if not impacted by above issue:

If the care decision relates to a non-linked carer, see Linking a child to a customer's record.

If an MFU activity displays on a child's record, view details, see Table 1, Item 4:

• Finalise the MFU if:
• the MFU for the > 100 indicator is Y and the MFU DOV matches the Marital Status (MS) screen DOV for when the parents became partnered. Go to the Child Selection (CHS) screen > FSC screen and if the child was coded 100% in the care of either parent from the DOV, procedure ends here
• Centrelink has the same care decision already coded for the carer
• Manually update the Child Support care decision for the child using the correct DOR. See Table 1, Item 7. Use the correct DOV for the care arrangement as there is a difference in MS dates between Child Support/Centrelink systems. See Effect on Family Tax Benefit (FTB) where the customer elects to suspend or end a child support assessment
• Create a DOC within the MFU activity. See Table 1, Item 5

Go to the MS screen and if the customer displays as not partnered and is:

• not receiving payments and has not received payments since the care DOV, finalise the MFU. Procedure ends here
• receiving payments, or was receiving payments at the time of the care event, go to the Activity List (AL) and Document List (DL) screens for any customer contact about the change. If the customer's change in marital status:
• is displayed, finalise the MFU. Procedure ends here
• is not displayed, call the customer to confirm reconciliation. See Family Tax Benefit (FTB), Parental Leave Pay (PPL) and/or Child Care Subsidy (CCS) customer separates
• action any MFUs for the same child/case/care period on all carers records (if applicable) to make sure care is aligned

If the customer displays as partnered on the MS screen and they or their current partner is:

• not receiving a payment and has not received a payment since the care DOV, finalise the MFU. Procedure ends here
• receiving payments or received payments at the time of the care event, compare the MS DOV to the care DOV. If the care DOV is:
• one day earlier or later than the MS DOV, finalise the MFU. Procedure ends here
• more than one day earlier than the MS DOV, call the customer to discuss their marital status. Finalise the MFU. If correction to MS DOV is required, see Family Tax Benefit (FTB), Parental Leave Pay (PPL) and/or Child Care Subsidy (CCS) customer separates or Family assistance customer becomes partnered

If contact is unsuccessful, send Q164 asking for the customer to contact, and document the record with the action that needs to be taken. Finalise the MFU. Procedure ends here.

If a step-parent is claiming FTB for the child the Notification and assessment of shared care arrangements for Family Tax Benefit (FTB), Step-parent workaround may need to be applied:

• Make a principal carer determination for the child if the customer or other carer is claiming or receiving an income support payment. Action any MFUs for the same child/case/care period on all carers records (if applicable)
• Finalise the MFU

To query care details with Child Support but do not have Cuba access, see Table 1, Item 6.

Carer already has the same care decision coded with an earlier date of event than the MS change:

If care of the relevant child/ren has not changed, the earlier care decision needs to be re input from the MS date to prevent the MFU from being re generated in the future for the same period. This may be a Centrelink or Child Support decision.

The MFU advises the care decision is 100% and the relevant child is coded 'in customer care' (ICC) on the CHC screen:

The 100% care decision needs to be coded on the FSC screen and SSA Shared Care (SSC) screen.

Note: when applying a Child Support care decision, the Agency field on the FSC screen must display Child Support Agency.

Keyword: AOCMFU

Reason for MFU:

The customer's lump sum claim for Family Tax Benefit (FTB) has been pending for at least 32 days for any reason and adequate care information is still required to complete the claim.

Action required:

Contact the customer to confirm they have a post 1 July child support assessment for the child, or to obtain the care arrangement details.

Does the customer have a post 1 July 2010 child support assessment for the child?

• Yes, obtain from the customer the case number and any other names the Child Support may know the customer by. Contact Child Support with the case number and other name to confirm the child's care details. Once known, manually update the Child Support care decision for the child
• No, obtain the child's care arrangement (date of event, care % and details of other carers). Assess and record care arrangement details

In Customer First, select the MFU activity and see the AOC and Lump Sum Claims - Adequate Care (!FYLSCD) screen.

Select the relevant child and record 'YES' in the Does the customer have adequate information for this claim to proceed?: field.

Create a DOC within the MFU activity and finalise activity. See Table 1, Item 5.

Keyword: A035CH

Reason for MFU:

A Child Support care assessment has been received for a carer currently receiving, or who has previously received BBY/PPL for a child. The assessment determination has reduced the care percentage to less than 50% during the BBY/PPL relevant period.

Action required:

• 'V'iew the details of the MFU
• Investigate primary care of the child. Check the carer's eligibility for BBY/PPL for the child between the dates advised in the MFU
• If customer was not primary carer of the child for the period, correct Child in Primary Care (CIPC!) page. Finalise the activity on the Activity Result (AR) screen. Send any overpayment for investigation
• Contact the carer to advise of the outcome
• Record details on a DOC
• Cancel the MFU on the Activity List (AL) screen

Keyword: CSAFAI

Reason for MFU:

Child Support data has attempted to load to the Centrelink system and has not been able to do so after 10 days.

These MFUs may contain:

• Disbursement data - Maintenance Entitlement Group Summary (MNGP) screen
• Maintenance action data - Maintenance Action Result (MNMR) screen), and/or
• Entitlement data - Maintenance Child Annual Entitlement (MNCE) screen

Updates may be seen on the Maintenance Explanation Summary (MNEX) screen as part of either completing the activity or completing the refresh.

Action required:

• Select the activity from the Activity List (AL) screen and go to the Activity Details (AY) screen
• Record the 'Source' field as 'CSSAL' and record the 'DOR' field using the date from the 'Date' column at the bottom of the AY screen
• Take the activity to the Assessment results (AR) screen
• Check and changes/adjustment before finalising the activity
• Go to the Benefit Action (BA) screen and code:
• 'Service Reason' as FTB - Family Tax Benefit
• 'Action' as FSH - FAO Refresh
• 'Effect Date' as the 1st July of the financial year in which the DOR of the MFU is
• 'Source' is INT, 'DOR' is today's date
• Take the activity to the AR screen, and check any changes/adjustments before finalising
• Record details in a DOC

Keyword: #PCP

Reason for MFU:

This MFU is created when either:

• The customer has a PCP exemption for a child and then commences a child support case for the child, or
• The exempt child is in a maintenance group with a child that has a child support case

For scenario 1:

Outside of the MFU, go to the MNGS screen to find the child in the 'payer unknown/unproven' group (there may be more than one child in the group).

Select the child to go to the MNCD screen:

• If the MNCD screen shows 'exempt parentage cannot be proved' (PCP) in the Maintenance Action field, select the Annual Entitlement for Child field to go to the MNCE screen
• On the MNCE screen, note the earliest event date
• If the event date is before 1 July of the current financial year, a code refresh may be required on the BA screen to make sure the record is reassessed correctly
• Go back to the AL screen, select the MFU, return to the MNGS screen and select the child again
• Go to the MNMA screen, code the Event date as the earliest date noted form MNCE, code APP in the Maintenance Action Input field
• Go to the AR screen to check the results. Note: there is likely to be a decrease in the customer's payments due to the maintenance income for the child being included in the MIT
• Record a DOC and finalise

For scenario 2:

• Outside of the MFU, go to the MNGS screen to find the child in the 'payer unknown/unproven' group (there may be more than one child in the group)
• Select the child, which goes to the MNCD screen
• If MNCD shows 'exempt parentage cannot be proved' (PCP) in the Maintenance Action field, select the Annual Entitlement for Child field, which goes to the MNCE screen
• If MNCE is blank for the child, the child needs to be moved to a new group
• Go back to the MNMR screen and note the child's MAT history as it will need to be recreated when the child is moved to a new group
• If the event date is before 1 July of the current financial year, a code refresh may be required on the BA screen to make sure the record is reassessed correctly
• Go back to the AL screen and select the MFU:
• Go back to the MNGS screen
• In the Create new group field, key Y
• In the Group type field, key ENT
• Press [Enter] to create the new group
• Key M next to the exempt child
• Key M next to the new group. Press [Enter] to confirm the move
• Go to the AR screen
• Go to the MNGS screen:
• Select the child in the new group
• Go to the MNMA screen, and
• Recreate the child's MAT history
• Go to the AR screen to check the results
• Record a DOC and finalise

Keyword: #PNK

Reason for MFU:

This MFU is created when either:

• The customer has a PNK exemption for a child and then commences a child support case for the child, or
• The exempt child is in a maintenance group with a child that has a child support case.

For scenario 1:

• Outside of the MFU, go to the MNGS screen to find the child in the 'payer unknown/unproven' group (there may be more than one child in the group)
• Select the child to go to the MNCD screen
• If MNCD shows 'exempt parentage unknown' (PNK) in the Maintenance Action field, select the Annual Entitlement for Child field to go to the MNCE screen
• On the MNCE screen, note the earliest event date
• If the event date is before 1 July of the current financial year, a code refresh may be required on the BA screen to make sure the record is reassessed correctly
• Go back to the AL screen and select the MFU, go back to the MNGS screen and select the child again
• Go to the MNMA screen, key the Event date as the earliest date noted form MNCE, key APP in the Maintenance Action Input field
• Go to the AR screen to check the results. Note: there is likely to be a decrease in the customer's payments due to the maintenance income for the child being included in the MIT
• Record a DOC and finalise

For scenario 2:

• Outside of the MFU, go to the MNGS screen to find the child in the 'payer unknown/unproven' group (there may be more than one child in the group)
• Select the child to go to the MNCD screen
• If MNCD shows 'exempt parentage unknown' (PNK) in the Maintenance Action field, select the Annual Entitlement for Child field, which goes to the MNCE screen
• If the MNCE screen is blank for the child, the child needs to be moved to a new group
• Go back to the MNMR screen and note the child's MAT history as it will need to be recreated when the child is moved to a new group
• If the event date is before 1 July of the current financial year, a code refresh may be required on the BA screen to make sure the record is reassessed correctly
• Go back to the AL screen and select the MFU:
• Go back to the MNGS screen
• In the Create new group field, key Y
• In the Group type field, key ENT
• Press [Enter] to create the new group
• Key M next to the exempt child
• Key M next to the new group. Press [Enter] to confirm the move
• Go to the AR screen
• Go to the MNGS screen:
• Select the child in the new group
• Go to the MNMA screen, and
• Recreate the child's MAT history
• Go to the AR screen to check the results
• Record a DOC and finalise

Keywords: WCHILD and AOCREV

Reason for MFU:

A Child Support care assessment has been received and the percentage of care has changed for a customer in receipt of a social security payment that attracts a higher 'with child' rate of benefit.

Relevant income support customers:

• single JobSeeker Payment (JSP) or Youth Allowance jobseeker (YAL), or
• single Special Benefit (SpB)

Action required:

If an MFU activity displays on a child's record, view details. See Table 1, Item 4.

Where care percentage has been reassessed to below 55% and the change is more than 10% from the previous assessment a principal carer determination must be made. If the change is not more than 10% and the percentage of care is between 46% and 54%, a reassessment is not required unless the carer without principal carer status claims they are now the principal carer.

• Select the MFU activity and check the new care percentage for the child
• Update the new care percentage:
• updates must be made to the FTB Shared Care (FSC) screen first. Even if the percentage is correct on FSC, make a dummy update to retain the existing information before navigating to the SSA Shared Care (SSC) screen
  Note: the dummy update must contain the same date, care percentage, agency and indicators as the existing care decision. This allows changes to the SSC screen without errors presenting and prevents a new care decision from being transacted to Child Support incorrectly. The dummy update will be removed when leaving the FSC screen
• On the child's SSC screen, update the new care percentage and Principal carer indicator using the correct DOR. See Table 1, Item 7
• If necessary, make a new principal carer determination and update the Principal carer indicator on the SSC screen. Notify all carers by sending a Q807 letter to each. Use the 'Child - Change in Care Arrangement script' to generate and send the Q807 letters
• On the !CADDS screen check no new entry has been created for the DOV of the dummy FSC entry. If an entry has been created, this must be deleted
• If the Child Support care decision needs clarification or there is a system issue, see Table 1, Item 6
• Create a DOC within the MFU activity, and finalise activity

Keywords: AOCCSC and AOCREV

Reason for MFU:

A Child Support care assessment has been received and the percentage of care has changed for a customer in receipt of an income support payment as a principal carer. They may no longer be eligible for a higher rate of payment or Parenting Payment (PP) if they are no longer a principal carer.

Action required:

If an MFU activity displays on a child's record, view details. See Table 1, Item 4.

Note: for Alignment of Care activities where a DOR more than 12 months in the past is required, it may be necessary to cancel the MFU and create a new activity with source code CSSAL.

• Select the MFU activity and check the new care percentage for the child
• Determine if an update is required on the SSA Shared Care (SSC) screen including a principal carer determination
• Update the new care percentage and/or principal carer indicator:
• a child's FTB Shared Care (FSC) screen update must be made first. Even if the percentage is correct on FSC, make a dummy update to retain the existing information before navigating to the SSC screen
  Note: the dummy update must contain the same date, care percentage, agency and indicators as the existing care decision. This allows changes to the SSC screen without errors presenting and prevents a new care decision from being transacted to Child Support incorrectly. The dummy update will be removed when leaving the FSC screen
• on the child's SSC screen, update or correct the new care percentage and/or principal carer determination using the correct DOR. See Table 1, Item 7
• If necessary, make a new principal carer determination and update the Principal carer indicator on the SSC screen and notify all cares by sending a Q807 letter to each. Use the 'Child- Change in Care Arrangement script' to generate and send the Q807 letters
• On the !CADDS screen check no new entry has been created for the DOV of the dummy FSC entry. If an entry has been created, this must be deleted

If the customer is single and receiving JobSeeker Payment (JSP), Youth Allowance (job seeker) or Special Benefit (SpB) and the principal carer status is changing, the PCCD screen will be automatically updated based on SSC screen coding.

If the customer is in receipt of Parenting Payment Single (PPS) the Child/Override (CHOC) screen may need to be updated for Service Rsn: PPS from the date of change. To determine if the CHOC screen needs to be coded and for how to code, see Child/Override (CHOC) screen.

If the child is no longer in care of the customer, the child should be coded with left Customer Care (LCC) on the Child in Care (CHC) screen.

If the Child Support care decision needs clarification or there is a system issue, see Table 1, Item 6.

Create a DOC within the MFU activity and finalise activity.