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

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 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.

2

Actioning a A035MN MFU where the care DOV in the MFU has an earlier DOV but the same care percentage as already recorded

The customer has an A035MN (Retrospective care assessment received) MFU on their record for an FTB child. MFU details show DOV 2 January 2025 60% care and the greater than 100% care (>100) indicator is N.

Checking the CHC and FSC screens show In Customer Care with 60% from DOV 10 January 2025.

Checking the MS screen shows that the customer separated on 10 January 2025.

To action this MFU, it will need to be determined who made the initial care decision when the customer separated.

The Centrelink activity that finalised the care update has a date of receipt of 10 January 2025. Checking Cuba, the child support care decision was made when the customer lodged an application for child support on 3 February 2025.

The earlier decision is the date that must be applied. As Centrelink made the earlier decision the MFU should not be actioned to align the child support care decision for DOV 2 January 2025.

The CLU will need to be contacted to advise Child Support to align the care decision DOV Centrelink’s earlier decision DOV. As the child support case start date is after the care DOV this should have no impact on the child support case. This will prevent the same MFU from being created in the future.

3

Actioning a A035MN MFU where the care DOV in the MFU has an earlier DOV but a different care percentage as already recorded.

The customer has an A035MN (Retrospective care assessment received) MFU on their record for an FTB child. MFU details show DOV 5 March 2025 50% care and the greater than 100% care (>100) indicator is N.

Checking the CHC and FSC screens show In Customer Care with 100% from the child’s date of birth. This means that there was no decision coded when the customer’s record was separated from the other parent.

Checking the MS screen shows that the customer separated on 8 April 2025.

To action this MFU, it will need to be determined who made the initial care decision when the customer separated. Even though no care decision was recorded on the FSC screen, a care determination has been made on the day Centrelink made the separation decision.

The Centrelink activity that changes the marital status has a date of receipt of 12 April 2025. Checking Cuba, the child support care decision was made when the customer lodged an application for child support on 1 May 2025.

The earlier decision is the date that must be applied. As Centrelink made the earlier decision the MFU should not be actioned to align the child support care decision for DOV 2 January 2025. However, as the care percentage displayed in the MFU is less than recorded by Centrelink, the customer will need to be contacted:

• call the customer to discuss their marital status and care percentage
• correct the MS DOV if required, see:
• Family Tax Benefit (FTB), Parental Leave Pay (PPL) and/or Child Care Subsidy (CCS) customer separates, or
• Family assistance customer becomes partnered
• Correct the care percentage on the Centrelink system if required
• Finalise the MFU

Item

Scenario

1

Actioning a single MFU activity

The customer has an A027CH (Carers > 2 recorded, CSACARE assmt rcved) MFU on their record for an FTB child. MFU details show:

• CHILD A DOV 21/01/2023 100% DCS 17/04/2023, *DOV 22/02/2025 0% DCS 11/06/2025, TOTAL PERIODS = 2. MFU DOR 12/06/2025

As this is a single MFU, with two care periods, make all updates in the MFU activity using the DOR of the MFU, 12/06/2025.

2

Actioning Multiple MFU activities with different DOR

The customer has two A029CH (CSACARE rcved, same assmt in ISIS) MFU activities on their record for an FTB child. MFU details show:

• MFU 1 is for CHILD A and has DOV 28/08/2020 28% DCS 12/01/2023 DOR 13/01/2023
• MFU 2 is also for CHILD A and has DOV 01/06/2023 0% DCS 15/05/2024 DOR 16/05/2024

These MFU activities show separate care assessments for the same child.

As the MFU activities have different DOR, update the care in each MFU separately. This is to make sure accuracy of data exchange.

3

Actioning multiple MFU activities with the same DOR

The customer has two A029CH (CSACARE rcved, same assmt in ISIS) MFU activities on their record for an FTB child. MFU details show:

• MFU 1 is for CHILD A and has DOV 1/10/2023 50% DCS 16/05/2024 DOR 17/05/2024
• MFU 2 is for CHILD B and has DOV 1/10/2023 50% DCS 16/05/2024 DOR 17/05/2024

A MFU has correctly produced for each individual child. As both MFU activities share the same DOR, 17/05/2024:

• apply the coding in the one MFU activity
• complete the other MFU activity via AR

4

Actioning additional care alignment updates where a MFU is present

The customer has a single A029CH (CSACARE rcved, same assmt in ISIS MFU on their record for an FTB child. MFU details show:

• MFU 1 is for CHILD A and has DOV 1/10/2023 50% DCS 16/05/2024 DOR 17/05/2024

When reviewing the record, the Service Officer notices the customer:

• recently separated, and
• has another child in care from the same relationship

The Service Officer checks Cuba and notices:

• Child Support also have a care decision recorded for the second child, 50% from DOV 1/10/2023
• there is not a MFU for this child

The Service Officer needs to code a CAR refresh activity on the MNRF screen, see Child Support data has not loaded onto or is incorrectly affecting a customer’s record.