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

Any updates made to care arrangements based on information in a 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). See Correct DOR when applying care decisions.

Make the updates within the MFU. If the Date of Receipt (DOR) is more than 12 months in the past, update the source code to CSSAL to allow the correct DOR to be used.

Where there are multiple MFU activities with:

• different DOR on the customer’s record, update these in separate activities to make sure the correct DOR is used
• the same DOR, record the update in one activity

Multiple MFU activities due to appeal/objection.

An appeal/objection decision may change a care percentage.

Where there are multiple MFU activities for the same child, with the same DOV, but a different care percentage:

• apply the MFU with the latest decision date (DCS), and
• make the updates in the MFU to make sure the correct DOR is used

The Centrelink system will automatically determine and apply the correct DOE under Family Assistance law as long as the correct DOV and DON are recorded by Child Support.

Similarly, if Centrelink records the correct DOR when applying care decisions and the correct DOV for the care changes the Child Support system will automatically determine and apply the decision correctly under child support law.

Note: for Alignment of Care activities, if the DOR is more than 12 months in the past, update the source code to CSSAL to allow the correct DOR to be used.

When actioning Alignment of Care MFUs, the MFU will relate to an Accepted (ACP) care assessment by Child Support. The MFU may also contain details of a newly commenced child support care assessment (pending care decision), as indicated in the text on the MFU. Pending care decisions will have a status of 'PND'.

Do not apply the PND care to the record until the decision has been accepted (ACP), 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.

Where CSU staff identify an ACP and PND line for the same DOV and DOR, email Centrelink Liaison team (CLU) requesting the pending care line to be deleted.

Specialist staff with child support system access can view child support care decisions in Cuba.

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), noting that activity notes will display information for up to four care periods. The care period that generated the MFU will be indicated by an asterisk (*)
• DOCs about the child's care arrangements (CSACARE DOC on the Document List (DL) screen). Note: where the care decision has gone to a MFU and has not been applied, the CSACARE DOC is not created
• 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.

To view details, go the Childs Relationship page:

• Child Selection (CHS) page in Customer First, or
• Relations menu in Process Direct

Access the Child Relationships page from the Child Task Selector (CHTS) or by keying:

• '!CHRE' in Nxt: field after selecting the child, or
• CHRE in Super Key in Process Direct

When a MFU is created on the child's record, and 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 (using the specific MFU instructions 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 6

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, select Auto Text, use Families > Update > Child Support Care Decision

If the care decision is the result of a Child Support objection decision, use Fast Note, select Auto Text, use Families > Updates > Child Support Care Objection Decision

To query care details directly with Child Support without Cuba access:

• Create a Fast Note, select Auto Text, use Families > Enquiry > Alignment of Care. The fast note will be allocated to specialist staff for investigation

For CSU staff with Child Support system access:

• View Child Support care decisions in Cuba. If clarification is required email Centrelink Liaison team (CLU)

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 a MFU must 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. See Correct DOR when applying care decisions.

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. For 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, a MFU will be created for each child involved.

Recording care updates

Update the Care Alignment Details (!CADDS) screen to reflect the accepted care decision (!CADDS is only automatically updated to show 'accepted' if the care is not included in an MFU).

If a step-parent is claiming FTB for the child, the P24845 step-parent workaround may need to be applied. See Notification and assessment of shared care arrangements for Family Tax Benefit (FTB).

The Agency field on the FTB Shared Care (FSC) screen must display Child Support Agency.

Check maintenance grouping

Check the Maintenance Entitlement Group Summary (MNGS) screen and update if required.

Check the Ripple Manager Consequences (RMC) screen

Ripples created within activity via the RMC screen as a STA - Started to link care updated to other carers as a started activity.

Check and finalise these activities. See Ripple manager consequences.

The Resources page contains MFU reasons and keywords, examples, scenarios and information about the letters produced with the Change in Care Arrangements script.

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.

For example, a customer may have separated from the other parent of the child on 1 May 2025 and a MFU is generated for the child with a DOV of 25 April 2025 and a care percentage of 50%. This means we need to determine why Child Support has made a care decision in a period where we have the customer as partnered.

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 because 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

Is the 'More than 2 Carers' indicator is 'Y' for the relevant date of event?

• Yes, complete MFU activity via the Assessment Results (AR) screen with no action
  Procedure ends here.
• No, go to Step 2

Complete initial record checks: (once checks are completed, return to this step)

• If the care decision relates to a non-linked carer, see Linking a child to a customer's record
• If a 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 the customer’s Marital Status (MS) screen for dates they separated or partnered
• Check the FTB status of customer (or step-parent) from the care DOV

Has the customer (or their current partner if they are claiming the FTB) been FTB CUR/CZR since the DOV of the CS care decision?

• Yes, go to Step 3
• No, complete MFU activity via the Assessment Results (AR) screen with no action. As per Transfer of information between Centrelink and Child Support care is not to be aligned
  Procedure ends here.

Centrelink has the same care decision already coded for the carer and:

• the > 100 indicator is Y and the MFU DOV matches the MS screen DOV for when the parents became partnered.
  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. For an example, see Table 3 > Item 1:
• go to the Child Selection (CHS) screen and select child
• go to the FSC screen, and
• if the child was coded 100% in the care of either parent from the DOV, finalise the MFU
  Procedure ends here.
• the MFU advises the care decision is 100% and the relevant child is coded 'in customer care' (ICC) on the CHC screen:
• Code the 100% care decision 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
  Procedure ends here.

Centrelink does not have the same care decision already coded for the carer:

• Go to Step 4

A customer may advise different dates of separation to Centrelink and Child Support. When a customer advises Centrelink of separation, a care decision for any children that were part of that relationship is made using the DOR of the activity, this applies even when the care screens on the Centrelink system have not been updated. In cases where a customer later advises Child Support of separating and they give Child Support an earlier separation date, Child Support may make a care determination using the DOV of the separation date which overrides the later DOV Centrelink has already determined. See examples on the Resources page.

The changed relationship status is recorded in Centrelink (but from a different DOV) and:

• the care percentage in the MFU is the same as already recorded by Centrelink for the later DOV:
• Determine if Centrelink or Child Support made the initial care decision
• If the Centrelink decision was earlier, email the Centrelink Liaison team (CLU) requesting the care decisions in Cuba be aligned to the earlier Centrelink decision. Finalise the MFU without action
  Procedure ends here.
• If the Child Support decision was earlier, it must be aligned for Centrelink, go to Step 7
  For an example, see Table 3 > Item 2
• the care percentage in the MFU does not match the care recorded by Centrelink for the later DOV:
• Determine if Centrelink or Child Support made the initial care decision
• If the Centrelink decision was earlier, email the Centrelink Liaison team (CLU) requesting the care decisions in Cuba be aligned to the earlier Centrelink decision. The MFU should not be actioned to align the child support care decision. However, as the care percentage displayed in the MFU is different than recorded by Centrelink, contact the customer to discuss their marital status and care percentage
• A correction will need to be made to the original Centrelink decision using the DOR of the original decision. For an example, see Table 3, Item 3
  Procedure ends here.

The changed relationship status has not yet been recorded in Centrelink. If:

• the customer and the other parent are not partnered on MS, go to Step 5
• the customer and the other parent are partnered on MS, go to Step 6

This may occur where the customer advises Child Support of reconciliation with the other parent before advising Centrelink.

Go to the Activity List (AL) and Document List (DL) screens to check for any customer contact about the change to relationship status. If the customer's change in marital status is:

• displayed, go to Step 7
• not displayed, call the customer to confirm reconciliation. If contact was:
• successful and customer/partner is FTB only, update the relationship status if required, see Family assistance customer becomes partnered, then go to Step 7
• unsuccessful or customer/partner also receives an Income Support Payment, issue required forms and set review, see Customer cannot be contacted > Customer has reconciled , then go to Step 7

The customer may have advised Child Support they have separated but not yet advised Centrelink, or Centrelink may have a separation update in progress (MOC/SUOR assessment, benefit transfer, etc).

Check the customer’s record for advice of changed relationship status. If:

• an MS update/assessment is in progress, go to Step 7
• no contact with Centrelink regarding a change to relationship status is documented, call the customer to discuss their marital status. If contact was:
• successful and customer/ex-partner is FTB only, update MS if required, see Family Tax Benefit (FTB), Parental Leave Pay (PPL) and/or Child Care Subsidy (CCS) customer separates, then go to Step 7
• unsuccessful or customer/ex-partner also receives an Income Support Payment, issue required forms and set review, see Customer cannot be contacted > Customer has separated, then go to Step 7

Note: where retrospective details are being reviewed, consider potential Family and domestic violence (FDV) impacts that may have occurred or could occur based on this information. See Separating safely - protecting personal details.

• Manually update the child support care decision for the child using the correct DOR. See Table 1 > Item 8
• 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 carer’s records (if applicable)
• Create a DOC in the MFU activity. See Table 1 > Item 6

Procedure ends here.

MFU types include:

• A024CH – Number of carers more than 2
• A025CH - Care greater than 100%
• A027CH - Carers > 2 recorded, CSACARE assessment received
• A029CH - CSACARE received, same assessment in ISIS

Complete record checks: (once checks are completed, return to this step)

• If the care decision relates to a non-linked carer, see Linking a child to a customer's record
• A separate MFU activity is created for each child. If a MFU activity displays on a child's record, see Table 1 > Item 4
• View child support care decision details, see Table 1 > Item 3
• If there is a system issue or information in Cuba requires clarification, see Table 1 > Item 7

Has the customer (or their current partner if they are claiming the FTB) been FTB CUR/CZR since the MFU care DOV?

• Yes, go to Step 2
• No, complete MFU activity via the Assessment Results (AR) screen with no action. As per Transfer of information between Centrelink and Child Support care is not to be aligned
  Procedure ends here.

For:

A024CH – Number of carers more than 2, Go to Step 3

A025CH - Care greater than 100%, Go to Step 4

A027CH - Carers > 2 recorded, CSACARE assessment received, Go to Step 5

A029CH - CSACARE received, same assessment in ISIS, Go to Step 6

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:

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 7 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 must apply. If the:
• Centrelink decision has the earlier DOR, email the Centrelink Liaison team (CLU) requesting they align the Centrelink decision. Finalise the MFU via the Assessment Results (AR) screen with no action. Procedure ends here
• child support decision has the earlier DOR/DON, go to Step 9
• If the DOV and care percentage are the same as Centrelink has recorded, no update is required. Finalise the MFU via the Assessment Results (AR) screen with no action
  Procedure ends here.

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. A 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:

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.

Does the customer display as partnered on the MS screen?

• Yes, see Step 5
• No, see Step 6

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 and SSC as per the information in the 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
  Note: if there is a MFU on both parents' records advising 100% care for each, coding will depend if one or both members of the couple received FTB for their mutual children while separated, see Table 2 > Step 2 of Family assistance customer becomes partnered
• Create a DOC within the MFU activity and finalise activity. See Table 1 > Item 6

Procedure ends here.

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
• 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

Note: if there is a MFU on both parents' records advising 100% care for each, coding will depend if one or both members of the couple received FTB for their mutual children while separated, see Table 2 > Step 2 of Family assistance customer becomes partnered.

Create a DOC within the MFU activity and finalise activity. See Table 1 > Item 6.
Procedure ends here.

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:

Select the MFU for the child, Go to Step 9.

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:

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.

Is there a percentage recorded on the FSC screen for the customer for the DOV?

• Yes, go to Step 7
• No, go to Step 8

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 7 , then go to Step 9
• Centrelink, the earliest decision must be applied If the:
• Centrelink decision has the earlier DOR, email the Centrelink Liaison team (CLU) requesting they align the Centrelink decision. Finalise the MFU via the Assessment Results (AR) screen with no action. Procedure ends here.
• child support decision has the earlier DOR/DON, Go to Step 9

If there is not a percentage on the FSC screen 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. Go to Step 9
• 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. Go to Step 9
• 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). complete MFU activity via the Assessment Results (AR) screen with no action. Procedure ends here
• not displayed as 100% in the care of the partner for the DOV, update the FSC screen for the customer within the MFU. Go to Step 9

Select the MFU for the child.

If Centrelink does not have the same care decision already coded for the customer, manually update the relevant child support care decision for the child using the correct DOR, see Table 1 > Item 8.

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 6.

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

Procedure ends here.

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 a 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 7:

• 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 6
• 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

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 a 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 7.

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 6
• 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 6

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.

Complete the FAO/REA activity before finalising the explanation or formal review of decision. 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:

See Table 4 > Step 1 of Internal review process for care decisions.

Reason for MFU:

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

Action required:

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

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

View the care details and date of death details, if required email the Centrelink Liaison Team (CLU) for more details.

Care may need to be aligned if:

• the care DOV is prior to the child’s date of death, and
• the customer/other carer received FTB for the child at the care DOV, and
• the care percentage in the MFU differs to what is recorded

Refer the case to the Level 2 Policy Helpdesk for advice. The Resources page has a link to the Helpdesk.

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 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 6.

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. See Table 1 > Item 6
• Cancel the MFU on the Activity List (AL) screen

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 a 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. Use Fast Note, select Auto Text, use Families > Updates > Principal Carer determination

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 a 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. Use Fast Note, select Auto Text, use Families > Updates > Principal Carer determination.

Where PP cancellation occurs, create a separate DOC. Use Fast Note, select Auto Text, use Parents > SUS/CAN/RES > PP Cancelled/Suspended.