Pre Award And Post Award Quality Checks (AG)

• A manually captured pre award claim, go to step 2

• A manually captured post award claim, go to step 4

• A claim cleared from the 'Incomplete Applications' Work List, go to step 5

Or

• A claim that has had action carried out on it from the 'Verification Failures' Work List, go to step 6

• Ask the operator to pass a specific number of cases to you that day for checking.

• Ask the operator to store the claim

• Once all enquiries have been made and the case is ready to award

Or

• When further written enquiries are to be sent because there is no telephone number to obtain the required information on

• Log

• The name and NINO of the claimant

And

• The name of the operator

• Use Function VIEW APPLICATION or Function CAPTURE APPLICATION to check each screen for accuracy and  completeness using

• The checklist desk guide

• The original claim form

And

• The information entered on the Claimant Compliance Management Information System ( CC MIS)

• Record the results of the check in a log

And then

• Return the case to the operator  for corrective action or processing ensuring that the case is returned to you in order for you to check that the corrective action has been completed correctly

• Select the case to be checked

• Manually capture the case

• Use Function CAPTURE APPLICATION and enter the following in the Application Notes field

‘TCMZ Case selected for supervisor check’

Notes:

You must follow the guidance in How To Correctly Complete Application And Household Notes when you record the note

And also

Follow the guidance in Application Notes

• Select ‘File’ from the toolbar menu bar

• Select ‘Save’ from the options available

And then

• Pass the case to the supervisor for checking

• Randomly select a specific number of cases  from the out tray for checking

• Log

• The name and NINO of the claimant

And

• The name of the operator

• Use Function VIEW APPLICATION to check each screen for accuracy and completeness using

• The checklist desk guide

And

• The original claim form

• Record the results of the check in the log

And

• If errors have been found, return the case to operator for corrective action ensuring that the case is returned to you in order for you to check that the corrective action has been completed correctly

Supervisor process

• Randomly select a specific number of cases from a print out of the 'Incomplete Applications' Work List for checking

• Take screen prints of the summary page and relevant application screens

• Log

• The name and NINO of the claimant

And

• The name of the operator the work list entry is allocated to

• If the case has been cleared by the operator.  Check any records held in the clerical Bf run

Or

• If the case is still incomplete.  Check the information entered for the case on CCMIS

• Record the results of the check in the log

And then

• Return the case to the operator  for corrective action or processing ensuring that the case is returned to you in order for you to check that the corrective action has been completed correctly

Supervisor process

• Access the 'Verification Failures' Work List

• Print out the relevant part of the Work List

And

• Highlight the specific number of cases to be checked

• If the case is still on the Work List at the end of the day and the action date has not changed

• No further action is required on that day

• Log this for future checking

And

• Ensure that any cases initially identified for checking are checked and monitored until all verification failures are resolved

• If the case is still on the Work List at the end of the day, but with a different action date

• Use Function MANAGE VERIFICATION FAILURES to identify the types of failures that are being investigated

• Use the record held in the clerical Bf run, if applicable, and the information entered on the CCMIS to check the details of the work carried out by the operator for accuracy  

• Record the results of the check in the log

And then

• If errors have been found, return the case to the operator for corrective action ensuring that the case is returned to you in order for you to check that the corrective action has been completed correctly

• If the case is no longer on the Work List at the end of the day

• Use Function MANAGE VERIFICATION FAILURES to identify if any historical information is available.  If there is historical information available, check the reason entered for changing the verification status

• Use the record that is due to be sent to remote storage to check the details of the work carried out by the operator for accuracy

• Record the results of the check in the log

And then

• If error have been found, return the case to the operator for corrective action ensuring that the case is returned to you in order for you to check that the corrective action has been completed correctly