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

Reason

Keyword

The child's care information cannot be applied automatically and requires manual checking/alignment.

A024CH A025CH A026CH A027CH A028CH A029CH A030CH A035MN

Adequate care information for a child is not available to complete the customer's FTB lump sum claim

A0CMFU

A Child Support care assessment has been received and the percentage of care has changed for an income support customer, which may affect their eligibility or rate.

WCHILD AOCCSC

The Internal Review/Explanation script has been used to record a request for an explanation or formal review of a care decision (FAO REA activity is created).

#APL*

A Child Support care assessment has been received and the percentage of care has changed for a primary carer of a BBY/PPL child, which may affect their eligibility.

A035CH

Letter code

Letter details

When to use each letter

Q804

Change of 100% care - Disputed

This letter should not be used. Use Q810 Shared Care Dispute - Request for information.

Q805

Shared Care Grant (Agreed full %)

Use this letter to advise carers of the shared care decision based on either evidence provided from all carers or agreement between all carers.

Q806

Shared care Grant - No third party response

Use this letter to advise carers of a shared care decision based on evidence provided by one of the carers only, that is, where the other carer has not responded to a request for evidence.

Q807

SSA Shared Care Principal Carer Determination

This letter must be sent to all carers in a shared care arrangement, where at least one carer is claiming/receiving an income support payment. The letter advises which carer is determined as the principal carer of the child/children.

Q808

SSA Couple Principal Carer Determination

This letter must be sent to members of a couple advising which parent is determined as the principal carer of the child/children.

Q810

Shared Care Dispute - Request for information

Use this letter to request information and/or evidence about shared care arrangements from any carer.

Item

Scenario

1

Actioning a A035MN MFU where customer separated

The customer has an A035MN (Retrospective Care assessment received) MFU on their record for an FTB child. MFU details show DOV 1 October 2020 86% care and the greater than 100% care (>100) indicator is N.

Checking the CHC and FSC screens show In Customer Care with 100% from DOV 27 May 2018. No care details in the MFU are coded.

Checked if the DOV of 1 October 2020 from the MFU matched the date the customer separated. The MS screen shows that the customer separated on 2 October 2020.

Based on the above it looks like the customers may have told Child Support they separated one day before they notified Centrelink.

To action this MFU, code the child as 86% in the customer's care from 1 October 2020 inside the MFU activity. Coding the update within the MFU activity will provide the correct DOR.

2

Actioning a A035MN MFU where customer reconciles

The customer has an A035MN (Retrospective Care assessment received) MFU on their record for an FTB child. MFU details show DOV 15 May 2020 100% care and the greater than 100% care (>100) indicator is Y.

Checking the customer's record shows the child is not listed on the CHS screen, however the child is listed on the partner's record and has been coded as 'In Customer Care' from the child's DOB on the CHC screen. The FSC screen is blank which means the system is currently assessing the child as 100% for the partner.

Checking the MS screen shows that the date the customer reconciled matches the DOV of the care in the MFU. That and the >100 indicator as Y mean that Child Support have updated the care of the child as 100% to both parents due to them reconciling.

To action this MFU, code the child as 100% care to the partner from DOV 15 May 2020 within the MFU activity. Coding the update within the MFU activity will provide the correct DOR.