Healthy Start Vouchers / Prescription Pricing Authority Exemption Certificate Not Issued Automatically (AG)

Check for Compliance activity. Follow the guidance in Identifying Compliance Activity

• If there is no Compliance activity, or Compliance do not require the claim, use Function VIEW APPLICATION to check the status of the award. To do this

• Enter the claimant's NINO in the Key Entry Data screen
   
• Select the All checkbox
   
• Click on the [OK] button. You will be taken to the Select Application screen
   
• Click on the application the originator is enquiring about to highlight it
   
• Click on the [OK] button. You will be taken to the Application Summary screen

• If the status is 'Awaiting Award' go to step 2
   
• If the status is 'Award Issued', 'Finalised Award', 'Ceased' or 'Terminated', go to step 3

• Enter the claimant's NINO in the Key Entry Data screen

• Click on the [OK] button. You will be taken to the View Linked Work Items screen

• If there are any outstanding work items, return the referral to the originator. Explain that the work items will have to be cleared before an award version can be created in order for Healthy Start vouchers to be issued

• If there are no outstanding work items, go to step 3

• Enter the claimant's NINO in the Key Data Entry screen

• Select the All checkbox

• Click on the [OK] button. You will be taken to the Select Application screen

• Click on the latest version of the claim to highlight it

• Click on the [OK] button. You will be taken to the Application Summary screen

• Select 'File' from the toolbar menu

• Select 'Next' from the options available. You will be taken to the Function Menu

• Select 'Award' from the toolbar menu

• Select 'View' from the options available. You will be taken to the Award Summary screen in Function VIEW AWARD DETAILS

• If the message 'No matching record for award version table' appears, go to step 4

Note: This message appears when the application version has not produced an award notice

• If the message 'Statement of Account has been issued for this award version' appears, go to step 8

Note: A Statement of Account is issued when a claimant's entitlement is terminated for the whole of the current year

• If neither message appears then check the Tax Credit Type list box to see if the CTC award is Nil

• If the CTC award is Nil, go to step 7

• If none of the above apply, contact the originator to confirm what the problem is

• Select 'Navigation' from the toolbar menu

• Select 'View Application' from the options available. You will be taken back to the Application Summary screen

• Select 'VH' from the toolbar menu. You will be taken to the View Application History screen

• Select 'History' from the toolbar menu. If 'IS' or 'JSA' / 'ESA' are available as options in the list that appears, the claimant is in receipt of IS / JSA / ESA

• If in receipt of IS / JSA / ESA, go to step 5

• If not in receipt of IS / JSA / ESA, go to step 9

Note: You may have to check earlier versions of the application as it may not be the latest one that has not produced an award notice

• Enter the claimant's NINO in the Key Entry Data screen

• Select the All checkbox

• Click on the [OK] button. You will be taken to the Select Application screen

• Click on the latest application version to highlight it

• Click on the [OK] button. You will be taken to the Applicant Details screen

• Go to the Income screen and input zero income as follows

• 0.00A in the Earnings field for 200 6-2007

• 0.00E in the Earnings field for 200 7-2008

• Click on the [OK] button. You will be taken to the Amend Finish screen

• Enter today's date in the Received Date field

• Select 'Paper' from the Source drop down menu

• Select 'NTC Error' from the Reason drop down menu
   
• Click on the [OK] button

• If the message ‘S18 Refinalisation Rules – Potential inappropriate refinalisation for CCYY–CCYY. If you have the authority to refinalise under S19, S20 or S21 of the Tax Credit Act 2002 or due to an appeal decision. Press OK to process the change or Cancel’ displays

• The changes you are making will re-finalise the claim, follow the guidance in Establish If A Change Can Be Made before making any changes

If you can make the change

• Click on the [OK] button on the message
   
• Use Function MAINTAIN HOUSEHOLD NOTES to record the following

'TCMZ Income of £xxx for tax year xx/xx deleted to enable Healthy Start vouchers to be issued'

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 Maintain Household Notes

• BF the case for 48 hours

Then

• Go to step 6

• If the message ‘S18 Refinalisation Rules – Actual Income for CCYY-CCYY is required. This change will not be accepted’ displays

• You will not be able to make the change because the PY actual income is required, follow the guidance in Establish If A Change Can Be Made before making any changes

If you can make the change

• Click on the [OK] button on the message
   
• Use Function MAINTAIN HOUSEHOLD NOTES to record the following

'TCMZ Income of £xxx for tax year xx/xx deleted to enable Healthy Start vouchers to be issued'

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 Maintain Household Notes

• BF the case for 48 hours

Then

• Go to step 6

• If the message ‘S18 Refinalisation Rules – You do not have the authority to refinalise CCYY-CCYY. This change will not be accepted. Please refer to the appropriate team’ displays

• The changes you are making will refinalise the claim
   
• Click on the [Cancel] button. You will be taken to the Amend Application Details screen
   
• Click on the [Cancel] button
   
• When the message ‘All changes to the application will be lost for this session, do you wish to proceed?’ displays, click on the [Yes] button
   
• Pass the case to a Level 2 User or your manager. For more information on Level 1 and Level 2 users, see Level 1 and Level 2 User Roles
   
• Take no further action

• If none of the above messages display

• Use Function MAINTAIN HOUSEHOLD NOTES to record the following

'TCMZ Income of £xxx for tax year xx/xx deleted to enable Healthy Start vouchers to be issued'

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 Maintain Household Notes

• BF the case for 48 hours

Then

• Go to step 6

• Use Function VIEW APPLICATION

• Enter the claimant's NINO in the Key Entry Data screen

• Select the All checkbox. You will be taken to the Select Application screen

• Click on the latest application version to highlight it

• Click on the [OK] button. You will be taken to the Application Summary screen

• Select 'File' from the toolbar menu

• Select 'Next' from the options available. You will be taken to the Function Menu

• Select 'Award' from the toolbar menu

• Select 'View' from the options available. You will be taken to the Award Summary screen in Function VIEW AWARD DETAILS

Note: The Award version relevant to the most recent Application version will be displayed

• If an award notice has been created, return the referral to the originator as resolved

Note: The message 'No matching record for award version table' will appear if an award notice has not been created for this application version

Then

• If the query is regarding Healthy Start vouchers

Send an email to the Healthy Start Issuing Unit (This text has been withheld because of exemptions in the Freedom of Information Act 2000)(This text has been withheld because of exemptions in the Freedom of Information Act 2000)stating

' This claim has just been awarded. Their details will be selected on the next extract. Claimant may be eligible for Healthy Start vouchers from [insert date the claimant became eligible for Healthy Start vouchers]. Please arrange to issue a backdated payment when application received. Claimant's details are as follows

Claimant's full name (this should be the name of the claimant who is in receipt of the CTC element)

Claimant's full postal address

Qualifying children's full names and date of birth'

• If the query is regarding an exemption certificate

• Send an email to the originator stating

' This claim has just been awarded. Their details will be selected on the next extract. Claimant is entitled to an exemption certificate from [insert date]. Please arrange to issue a backdated certificate. Claimant's details are as follows

Claimant's full name

Claimant's full postal address

Qualifying children's full names and date of birth

• If an award notice has not been created, go to step 9

Use Function VIEW APPLICATION

• Enter the claimant's NINO in the Key Entry Data screen

• Select the All checkbox

• Click on the [OK] button. You will be taken to the Select Application Version screen

Note: If you are taken to the Select Application screen, there is more than one claim for this claimant. For example, cases where a household breakdown has occurred and the claimant has re-applied. If you are taken to the Select Application screen, click on the claim(s) affected by this correction to highlight it and then click on the [OK] button. You will then be taken to the Select Application Version screen

• Click on the latest version to highlight it

• Click on the [OK] button. You will be taken to the Application Summary screen

Note: If a message displays, click on the [OK] button to clear

• Check the signals history to compare each version of the application. Record any information that differs between versions. To do this

Note: You must ensure that all signals are checked as there may be more than one error

• Click on the [VH] button on the toolbar menu. You will be taken to the View Application History screen

• Click on the [Versions] button. You will be taken to the Select Application Version screen

• Click on the earliest version to highlight it

• Click on the [OK] button. You will be taken to the View Application History screen

• After checking the application history for 'Ap1', select 'Ap2' and 'Ch', from the toolbar menu. You will be taken to the appropriate View Application History screen

• Select 'History' from the toolbar menu

• Select the available history record(s) you want to view from the options available. The History screen for that signal will display

Note: You must check the history record for every option that is available (not greyed out) in the list

• Check the history records and make a note of the dates that are displayed

• Click on the [Cancel] button. You will be taken back to the View Application History screen

• Proceed to check all of the signals history and note all the details for claimant 1 and claimant 2 and any children, if appropriate for that version

• Repeat the above actions until you identify an error(s) or until you reach the latest version

• If the version history is correct, go to step 9

• If the error relates to the claimant use guidance in Correcting Signals History Start And End Dates

• If the error relates to a child use guidance in Correcting Child Signals History Start And End Dates

• BF the case for 48 hours

• If, after 48 hours, an award notice has been created return the referral to the originator as resolved

• If, after 48 hours, an award notice has not been created go to step 9

You will need to check the version history. To do this

• Use Function VIEW APPLICATION

• Enter the claimant's NINO in the Key Entry Data screen

• Select the All checkbox

• Click on the [OK] button. You will be taken to the Select Application Version screen

Note: If you are taken to the Select Application screen, there is more than one claim for this claimant. For example, cases where a household breakdown has occurred and the claimant has re-applied. If you are taken to the Select Application screen, click on the claim(s) affected by this correction to highlight it and then click on the [OK] button. You will then be taken to the Select Application Version screen

• Click on the latest version to highlight it

• Click on the [OK] button. You will be taken to the Application Summary screen

Note: If a message displays, click on the [OK] button to clear

• Check the signals history to compare each version of the application. Record any information that differs between versions. To do this

Note: You must ensure that all signals are checked as there may be more than one error

• Click on the [VH] button on the toolbar menu. You will be taken to the View Application History screen

• Click on the [Versions] button. You will be taken to the Select Application Version screen

• Click on the earliest version to highlight it Click on the [OK] button. You will be taken to the View Application History screen

• After checking the application history for 'Ap1', select 'Ap2' and 'Ch', from the toolbar menu. You will be taken to the appropriate View Application History screen

• Select 'History' from the toolbar menu

• Select the available history record(s) you want to view from the options available. The History screen for that signal will display

Note: You must check the history record for every option that is available (not greyed out) in the list

• Check the history records and make a note of the dates that are displayed

• Click on the [Cancel] button. You will be taken back to the View Application History screen

• Proceed to check all of the signals history and note all the details for claimant 1 and claimant 2 and any children, if appropriate for that version

• Repeat the above actions until you identify an error(s) or until you reach the latest version

• If the version history is correct, go to step 9

• If the error relates to the claimant use guidance in Correcting Signals History Start And End Dates

• If the error relates to a child use guidance in Correcting Child Signals History Start And End Dates

• BF the case for 48 hours

• If, after 48 hours, an award notice has been created return the referral to the originator as resolved

• If, after 48 hours, an award notice has not been created go to step 9

• Refer the case to the Technical Advice Line (TAL) (This text has been withheld because of exemptions in the Freedom of Information Act 2000)

• Use Function MAINTAIN HOUSEHOLD NOTES to enter a note explaining that the computer is preventing the issue of either Healthy Start vouchers or an Exemption Certificate

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 Maintain Household Notes

Then

• Go to step 10

• Return the referral to the originator as resolved

• If the query is regarding Healthy Start vouchers send an email to the Healthy Start Issuing Unit (This text has been withheld because of exemptions in the Freedom of Information Act 2000)(This text has been withheld because of exemptions in the Freedom of Information Act 2000)stating

' This case has just been awarded. Their details will be selected on the next extract. Claimant may be eligible for Healthy Start vouchers from [insert date the claimant became eligible for Healthy Start vouchers]. Please arrange to issue a backdated payment when application received. Claimant's details are as follows

Claimant's full name (this should be the name of the claimant who is in receipt of the CTC element)

Claimant's full postal address

Qualifying children's full names and date of birth'

• If the query is regarding an exemption certificate send an email to the originator stating

' This case has just been awarded. Their details will be selected on the next extract. Claimant is entitled to an exemption certificate from [insert date - this should be the date the claimant became entitled to an exemption certificate]. Claimant's details are as follows

Claimant's full name

Claimant's full postal address

Qualifying children's full names and dates of birth '