CASE MANAGEMENT                                                     

CS 056 FAD, Case Assignment and Case Transfer

10/87 Revised 11/08/11 Training Completed 11/18/11

 

Introduction

 

ORSIS’s Functional Activity Determination (FAD) uses set criteria to examine existing information on ORSIS and automatically determine the appropriate function and sub-function for each case.  After the function has been determined, ORSIS uses Case Assignment to determine the appropriate office, team and worker for the case.  Because FAD and Case Assignment processes are mostly automated, the information provided about FAD and Case Assignment in this section is intended to assist workers in understanding the automated criteria and to explain special situations where manual assignment is appropriate.  

 

Functional Activity Determination (FAD) – General Criteria

 

ORSIS will monitor cases and automatically set the function and sub-function of the case according to the information available on the system.  As certain changes are made to the case on the system, ORSIS will reevaluate the function and sub-function, update those fields if needed, then trigger new alerts or delete existing alerts to match the new function and/or sub-function.  Some of the situations that will cause ORSIS to automatically reevaluate the functions and sub-functions are:

 

1.                  a new case is added;

2.                  a closed case is reinstated;

3.                  the case status changes from “PEND” to “OPEN,” “SUSP,” or “REIN”;

4.                  the ACRS Indicator changes to “N”;

5.                  an address is added or changed for the NCP or the CP;

6.                  an obligation is added or reinstated;

7.                  monthly delinquency monitoring;

8.                  the arrears balance is increased;

9.                  paternity has been established;

10.              the “Date of Death” is added or removed;

11.              the “Age of Majority” indicator is changed;

12.              a REV REASON (Review Reason) is entered or changed on the 404 Child Support Obligation Detail screen;

13.              a case has been in INTK function for more than five days if the NCP’s location is known or 20 days if  the NCP’s location is not known; or,

14.              an AG referral (345 Attorney General Detail screen) with a referral reason of “CNS” or “ENF” is closed.

 

Case Assignment, General Criteria

 

ORSIS monitors cases and assigns them to the correct office, team, and worker based on the ACRS indicator, LOCATE REQUIRED indicator, the results of FAD, and the team/worker assignments.  Some of the situations that will cause ORSIS to reassign a case are:

 

1.                  a new case is added;

2.                  a closed case is reinstated;

3.                  the function or sub-function changes;

4.                  the case status changes from “PEND” to “OPEN,” “REIN,” or “SUSP”;

5.                  the zip code changes on an address for a CP or NCP on an open case;

6.                  the last or first name of a CP or NCP changes on an open case;

7.                  the ACRS indicator changes on an open case; or,

8.                  a team reorganization is requested.

 

CSS FAD and Case Assignment Chart

 

The following chart lists the IVDS functions in the hierarchical order used by ORSIS.  The “Function Criteria” column indicates the criteria required to move a case into the function and keep a case in that function.  The “Case Assignment” column indicates where ORSIS will assign a case for each function. 

 

Function

 Function Criteria

Case Assignment—Single Case

LOCN

(Locate Only)

Incoming interstate case  requesting locate services only (LO1)

PLS team and worker

INTK

(Intake)

Incoming interstate case:

Case was opened within 10 days.

 

All other cases:

·    Obligee does not have verified MAIL1 address;

OR

·    Case was opened within 5 days;

OR

Case was opened within 20 days and the Locate Required indicator = Y.

Incoming interstate cases will assign to Central Registry when opened.

 

 

All other cases:

TEAM and WORKER:  To CSS INTK team based on last and first name of the following, in order:

·     OBRP;

·     ALGP;

·     OBGE

OEST

(Order

Establishment)

Automatically assign:

No obligation exists on the case.

 

Manually assign:

The obligee has a verified MAIL1 address

AND

·    No obligation exists on the case;

OR

·    All obligations are ended on the case.

TEAM:  To pre-order team based on the following, in order:

·     Obligee’s Utah zip code;

·     Primary obligor’s Utah zip code;

·     Region FIPS where case is currently assigned;

·     In-state or Interstate team based on ACRS

indicator.

 

WORKER: 

PTNY sub-functions:  Last and first name of OBGE

 

Not PTNY sub-function:  Last and First Name of OBRP or ALGP.  OBGE is used if no OBRP or ALGP is on the case.

COLL

(Collection)

An obligation exists AND

·    90% of the CRS debt was paid during the previous month by RCM, ROP, RPH, RIS, RWD, or RUV;

OR

·    Arrears only case and an RCM, RIS, RWD or RUV payment posted during the previous month.

TEAM:  To post-order team based on the following, in order:

·     In-state or Interstate team based on ACRS

indicator.

 

WORKER:  Last and first name of OBRP or ALGP.

 

 

JENC

(Judicial

Collection)

 

 

Previous function was JENF

AND

·    90% of the CRS debt was paid during the previous month by RCM, ROP, RPH,  RIS, RWD, or RUV;

OR

·    Arrears only case and RCM, RIS, RWD or RUV payment posted during previous month.

Will remain with the responsible JENF worker.

 

 

JENF

(Judicial Enforcement)

 

 

 

 

·    ACRS = N;

AND

·    Arrears balance greater than $2500.00.

AND

·    No payments for 25 months (excluding RFA, RFN);

·    OR the 345 AG Detail screen is open for ‘CNS’ or ‘ENF.’

 

(Note:  ACRS can become “Y” after the case is on a JENF/JENC team)

TEAM:  To in-state, post-order responsible team/worker based on the following, in order:

·     ENF teams based on ACRS indicator;

·     CNS team

 

WORKER:  Last and first name of OBRP or ALGP.

 

Cases will not automatically transfer from JENF/JENC teams to any other type of team.

AENF

(Administrative Enforcement)

 

 

·    Current function is not JENC or JENF; AND

·    No other function qualifies.

TEAM:  To post-order team based on the following, in order:

·     In-state or Interstate team based on ACRS

indicator.

 

WORKER:  Last and first name of OBRP or ALGP.

 

NOTE:  When selecting a Utah zip code for any participant, ORSIS will consider the address information on the 204 Address Detail screen in the following order:

§          The most recently verified address that has a Utah zip code in the order of 'MAIL1', 'MAIL2', 'RESDC';

§          The first non-verified address that has a Utah zip code in the order of 'MAIL1', 'MAIL2', 'RESDC';

§          The most recently verified 'HIST' address that has a Utah zip code.

 

The following chart lists the IVDS sub-functions in the hierarchical order used by ORSIS. The “Sub-function Criteria” column indicates the criteria required to move a case into the sub-function and keep a case in that sub-function.  The “Case Assignment” column indicates how ORSIS will assign the sub-function team and worker. 

 

Sub-Function

Sub-function Criteria

Case Assignment

PTNY

(Paternity)

 

 

Cases will automatically assign when:

·    Paternity indicator is “N” for at least one child on the case;

AND

·    The obligor is not the mother.

TEAM:  To pre-order team based on the following, in order:

·     Obligee’s Utah zip code;

·     Primary obligor’s Utah zip code;

·     Region FIPS of the Responsible Team currently assigned to the case;

·     In-state or Interstate team based on ACRS

indicator.

 

WORKER:  Last and first name of OBGE.

MODF

(Modification)

 

 

Cases will automatically assign when:

·    Active obligation on the case;

AND

·    An active obligation has a pending review code (See CS 450)

TEAM:  . Region FIPS of the Responsible Team currently assigned to the case. 

 

WORKER:  Last and First name of OBRP or ALGP.

OEST

(Order

Establishment)

 

 

This sub-function is manually assigned and can only be used when the sub-function is not PTNY or MODF.  Use for pre-order computer access to a case after a support order has been completed.

TEAM:  To pre-order team based on the following, in order:

·     Obligee’s Utah zip code;

·     Primary obligor’s Utah zip code;

·     Region FIPS of the Responsible Team currently assigned to the case;

·     In-state or Interstate team based on ACRS

Indicator

 

WORKER:  Last and First name of OBRP or ALGP.

GENT

(Genetic

Testing)

 

 

This sub-function is manually assigned and can only be used when the sub-function is not PTNY or MODF.  Use for genetic testing requested after an order.

TEAM:  To pre-order team based on the following, in order:

·     Obligee’s Utah zip code;

·     Primary obligor’s Utah zip code;

·     Region FIPS of the Responsible Team currently assigned to the case;

·     In-state or Interstate team based on ACRS

indicator.

 

WORKER:  Last and first name of OBGE.

 

CIC FAD and Case Assignment Chart

 

The following chart lists the FSTR and YCOR functions in the hierarchical order used by ORSIS.  The “Function Criteria” column indicates the criteria required to move a case into the function and keep a case in that function.  The “Case Assignment” column indicates where ORSIS will assign a single case for each function. 

 

Function

 Function Criteria

Case Assignment—Single Case

INTK

(Intake)

Case was opened within 5 days;

OR

Case was opened within 20 days and the Locate Required indicator = Y.

TEAM:  To CIC INTK team

 

WORKER:  Last and first name of the following, in order:

·         OBRP;

·         ALGP;

·         CHLD (first child found).

 

OEST

(Order

Establishment)

Automatically assign:

No obligation exists on the case.

 

Manually assign:

·    No obligation exists on the case;

OR

·    All obligations are ended on the case.

TEAM:  To CIC pre-order team based on the following, in order:

·         In-state or Interstate team based on ACRS indicator.

 

WORKER:  Last and first name of the following, in order:

·          OBRP;

·          ALGP;

·          CHLD (first active child found).

 

COLL

(Collection)

An obligation exists AND

·    90% of the CRS debt was paid during the previous month by RCM, ROP, RPH, RIS, RWD, or RUV;

OR

·    Arrears only case and an RCM, RIS, RWD or RUV payment posted during the previous month.

TEAM:  To CIC post-order team based on the following, in order:

·         In-state or Interstate team based on ACRS indicator.

 

WORKER:  Last and first name of the following, in order:

·          OBRP;

·          ALGP;

·          CHLD (first child found).

 

 

JENC

(Judicial

Collection)

 

 

Previous function was JENF

AND

·    90% of the CRS debt was paid during the previous month by RCM, ROP, RPH,  RIS, RWD, or RUV;

OR

·    Arrears only case and RCM, RIS, RWD or RUV payment posted during previous month.

Will remain with the responsible JENF worker.

 

 

JENF

(Judicial Enforcement)

 

 

 

 

·    ACRS = N;

AND

·    Arrears balance greater than $3,500.00.

AND

·    No payments for 12 months (excluding RFA, RFN);

·     OR the 345 AG Detail screen is open for ‘CNS’ or ‘ENF.’

 

(Note:  ACRS can become “Y” after the case is on a JENF/JENC team)

TEAM:  To CIC in-state, post-order responsible team/worker based on the following, in order:

 

·         ENF teams based on ACRS indicator

 

WORKER:  Last and first name of the following, in order:

·          OBRP;

·          ALGP;

·          CHLD (first child found).

 

Cases will not automatically transfer from JENF/JENC teams to any other type of team.

AENF

(Administrative Enforcement)

 

 

·    Current function is not JENC or JENF; AND

·    No other function qualifies.

·         TEAM:  To CIC post-order team based on the following, in order:

·         In-state or Interstate team based on ACRS indicator.

 

WORKER:  Last and first name of the following, in order:

·          OBRP;

·          ALGP;

·          CHLD (first child found).

 

NOTE:  When selecting a Utah zip code for any participant, ORSIS will consider the address information on the 204 Address Detail screen in the following order:

§          The most recently verified address that has a Utah zip code in the order of 'MAIL1', 'MAIL2', 'RESDC';

§          The first non-verified address that has a Utah zip code in the order of 'MAIL1', 'MAIL2', 'RESDC';

               The most recently verified 'HIST' address that has a Utah zip code.

 

The following chart lists the FSTR and YCOR sub-functions in the hierarchical order used by ORSIS.  The “Sub-function Criteria” column indicates the criteria required to move a case into the sub-function and keep a case in that sub-function.  The “Case Assignment” column indicates how ORSIS will assign the sub-function team and worker. 

 

Sub-Function

Sub-function Criteria

Case Assignment

PTNY

(Paternity)

 

 

Cases will automatically assign when:

·    Paternity indicator is “N” for at least one child on the case;

AND

·    The obligor is not the mother.

TEAM:  To CIC pre-order team and to in-state worker or CIC interstate team/worker based on ACRS indicator.

 

WORKER:  Last and first name of the following, in order:

·          OBGR;

·          ALGP;

·          CHLD (first child found).

 

OEST

(Order

Establishment)

 

 

This sub-function is manually assigned and can only be used when the sub-function is not PTNY or MODF.  Use for pre-order computer access to a case after a support order has been completed.

TEAM:  To CIC pre-order team and to in-state or interstate team based on ACRS indicator.

 

WORKER:  Last and First name of the following, in order:

·          OBRP;

·          ALGP;

·          CHLD (first child found).

GENT

(Genetic

Testing)

 

 

This sub-function is manually assigned and can only be used when the sub-function is not PTNY or MODF.  Use for genetic testing requested after an order.

TEAM:  To CIC pre-order team and to in-state worker or CIC interstate team/worker based on ACRS indicator..

 

WORKER:  Last and first name of the following, in order:

·          OBGR;

·          ALGP;

·          CHLD (first child found).

 

Case Assignment and Transfer - Specific Situations

 

1.                  Intake:   Non IV-A Applications and IV-A/Medical Duty of Support forms are  handled by CSS Central Intake teams located in the Salt Lake office.  Any CSS application received in any office by mail, fax or walk-in will be routed to Central Mail to be imaged into Content Manager as mail.  Statewide, all CIC call-in referrals are handled by the CIC Intake team in Salt Lake.

 

2.                  Pre-order Cases:  All CSS pre-order cases are worked in the office that serves the area in which the CP resides, including cases with pending administrative or judicial actions.  Statewide, all CIC pre-order cases are worked by the CIC pre-order team in Salt Lake.

 

NOTE:  In specified relative pre-order and modification cases, the team with the lowest open case number is responsible for establishing one order which encompasses all of the cases for a family group (e.g., children with the same mother, father or alleged father) and for forwarding a copy of the order to the Central Docket Unit (CDU) for review prior to imaging.  Once the order has been imaged, the senior agent that had the “primary case” will edit the document attributes to add any other case numbers associated with the document    .   

 

3.                  Interstate cases: 

a.                  Incoming Interstate cases:  If the NCP moves out of Utah, ORSIS automatically transfers the case to the interstate team.  The interstate worker will notify the initiating state through CSENet or by sending the “Interstate Progress Report” letter that the NCP is out of Utah and CSS would like to close the Utah case. The initiating state may pursue the NCP in the new state and may request that Utah forward paperwork to the new state.  Provide the initiating state with the NCP’s new address. 

 

NOTE:  CIC teams do not handle incoming interstate cases.  All incoming interstate IV-E cases are worked by CSS teams.

b.                  Outgoing Interstate cases:  If the NCP on an outgoing interstate case moves into Utah, ORSIS will not automatically transfer the case to the in-state team if there is an open Interstate Profile screen.  The responsible agent should review the case for possible closure of the outgoing interstate referral.  Once the 340 screen has been closed, ORSIS will assign the function, team and worker according to normal procedures.

 

NOTE:  If the outgoing interstate worker has reason to believe that the Utah address is not correct based on past information, the worker may verify that the Utah address remains incorrect. 

 

4.                  Cases Pending Judicial Action:  Pending judicial actions (other than the exception for open “CNS” AG referrals listed Manual Case Assignment for CNS/JENF Cases above) do not stop case transfers on ORSIS.  A referral packet is created when the AG referral is sent, so the AGO should already have any documentation needed without immediate extra steps required by the receiving team. 

 

5.                  CIC Cases Only:  Monitoring due to Special Circumstances:  If you have verified that the respondent’s situation meets any of the criteria below, you may transfer the case to Team 7A or Team 7B for monitoring after an order is established. 

a.                  The CIC post order team will be responsible for each case assigned to Team 7A/7B and for monitoring the case for any change in the special circumstances listed below. 

i.                     The respondent is receiving SSI.

ii.                   The respondent has no obligation because the amount the child receives in SSA benefits is more than the respondent’s monthly support obligation.

iii.                  The respondent is receiving IV-A Cash Assistance or GF assistance.

iv.                 A Good Cause Deferral/Waiver Request has been approved. 

b.                  The post order agent will complete the steps below before assigning the case to Team 7A/7B.

i.                     If the support order contains an automatic adjustment of support provision due to incarceration or cash assistance, adjust the ongoing support amount.  

ii.                   Complete the “Special Circumstances Case Transfer Form” Send this form to Team 7A/7B manager as notification that a new case has been assigned to Team 7A/7B.  After the manager receives the form, and confirms that the case meets the criteria to be placed on the special circumstances team, the manager will approve the transfer.

iii.                  Assign the case to Team 7A or Team 7B.

iv.                 The CIC post order teams will be responsible for monitoring cases assigned to team’s 7A/7B.

 

Case Transfer Procedures

 

Complete the transfer procedures listed below within 5 business days of learning about a case that qualifies for transfer.

 

Take the steps listed below for all applicable cases. 

 

1.                  Determine if the file has been imaged.  Effective March 5, 2007, physical case files will no longer be transferred from team to team, even on a temporary or “case borrowing” basis.

a.                   Imaged file:  The new worker will already have access to the imaged documents.  Review the pending case actions for any hard copy service packets that need to be forwarded via interoffice mail to the new worker.

b.                  File not yet imaged: 

i.                     Prepare the physical case file to be imaged.   

ii.                   Route the file to Central Imaging Unit to be imaged into Content Manager. 

iii.                  Review the pending case actions for any hard copy service packets that need to be forwarded via interoffice mail to the new worker.

iv.                 Notify the new worker by e-mail that the physical file has been sent to CIU.

 

2.                  Check for any new mail in your Content Manager mailbox regarding the case and forward that information by reattributing the images to the new worker’s mailbox If the case is pending administrative or judicial action at the time of the transfer, agents will have to be particularly careful to immediately notify the new team of any responses received from any of the parties even after the case has transferred. 

 

NOTE:  Before issuing an administrative order on a case that has transferred during the response timeframes, the receiving Presiding Officer (the P.O. issuing the order) will be responsible for contacting the sending Presiding Officer (the P.O. listed on the Notice of Agency Action) to verify that no additional responses or hearing requests have been received.

 

3.                  If the case file cannot be located, create a duplicate case file to send to CIU. 

 

4.                  Write a case narrative. 

 

Conflict of Interest

 

Conflict of interest situations may arise during the process of assigning and transferring cases.  If ORSIS cannot automatically assign a case due to a declared conflict of interest the team manager (or the System Security Administrator if the manager also has a conflict) to manually assign the case to another worker on the same team.  In the rare instance that all workers on a team have a declared conflict of interest for a case, a worker from another team in the same office (or another office in the region) can be added to the team (without an assigned caseload) for the purpose of working the conflict case.  The physical case file may be sent to the worker assigned to the case.  Narrate the location of the physical case file.   

 

The ORS Case Conflict Policy defines conflict of interest as follows:

 

“For purposes of this policy, the following situations will represent an actual conflict of interest:

  • Cases in which an individual with access to ORSIS is an ORSIS participant.
  • Cases in which an individual with access to ORSIS has a close family member who is an ORSIS participant.

For purposes of this policy, the following situations will represent a potential conflict of interest:

  • Cases in which an individual with access to ORSIS is personally related to, was at one time personally related to or maintains personal ties with an individual who is an ORSIS participant.
  • Cases in which an individual with access to ORSIS has an ongoing personal or non-ORS business relationship with an individual who is an ORSIS participant.
  • Cases in which an individual with access to ORSIS has been approached by an individual who is an ORSIS participant with a request for information about his/her case, and the employee has occasion to see the person outside of the office on an ongoing basis.”