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# Changing the CCSS Claimant


# Changing the CCSS Claimant

Services may occasionally need to update the CCS Claimant linked to a family account due to one of the following reasons:

* Guardians have separated and will be paying accounts separately (Scenario 1)
* An alternate guardian is now the eligible CCS claimant with Centrelink (Scenario 2)


✅ Recommended Process
To avoid confusion or misalignment with Centrelink records, it is strongly recommended to always:

➡️ Create a **NEW** Family and Account when the CCS Claimant changes.
This ensures proper system linkage, prevents billing or subsidy issues, and maintains clear recordkeeping for both guardians and the service.
📝 Special Notes
* If transitioning from Guardian 1 to Guardian 2 due to permanent change or shared/split custody, you must create a **NEW** Family for the **new** Claimant.


### Steps to change a claimant

1. Export the child's attendance information - from the changeover date
2. Withdraw relevant submitted Session Reports linked to the incorrect Claimant
3. Create a new account for the new Claimant Holder. 
4. Manage the CCS enrolment if ceasing care on old account
5. Add bookings onto new Account linked to new Claimant 
6. Add in attendance data onto new account
7. Submit CCS Enrolment linked to new Claimant 
8. Payments - Transfer relevant Credits/Debits onto new account
9. Archive Account - Only archive the existing account if the currently linked Claimant is no longer continuing bookings. Archiving helps preserve historical data while keeping active accounts relevant.

### Scenario 1 - Shared Custody

The child Archie is currently linked to Tamsin (Guardian 1), the Family is now going to be a shared custody Account with a rotating weekly booking pattern. 
Tamsin will continue to pay for Monday, Tuesday & Wednesday
The new Account will be linked to Christopher (Guardian 2) and will have bookings for: Thursday & Friday

| Note: The majority of the changes can be made within the existing Families summary

### Step 1 - Attendance Information

Before making any changes, it is important to build a report that shows all the Attendance information for the child/ren that will need to be re-added.

Attendance information can be located on the [Attendance report](https://help.xap.rocks/en/article/attendances-report-zwny2w/?bust=1684117313072).
You can then filter out the dates and the child/ren that you require this information for.
Alternatively, this information can also be found within the current **Families** Attendances Tab.

1. Select the **Bookings** Tab
2. Select the **Attendances** tab
3. Select **Incomplete, Pending & Complete** statuses
4. Add in the **From** and ** To** Dates to display the attendances from
| Note: You can only search for **3 months** of bookings at a time so keep repeating this process till you have downloaded all the attendance records
5. Select **Search**
6. Select **Bulk Action**
7. Select **Export to Excel**

![](https://storage.crisp.chat/users/helpdesk/website/-/5/d/c/b/5dcba586b1ba9400/image_1f78lth.png)

The report will display:
* Days & Dates of Attendance
* Enrolment Types
* Booking Type eg. Weekly, Fortnightly or Casual
* Sign in /out times and signees
* Absences

![](https://storage.crisp.chat/users/helpdesk/website/-/5/d/c/b/5dcba586b1ba9400/image_1gjt50j.png)

### Step 2 - Withdraw Session reports

|| It is important to **withdraw** any sessions that have been submitted to CCSS before deleting the bookings, this will refund any paid CCS/ACCS.

Within the **current Family**, under the Bookings Tab

1. Select the **Session Reports** tab
2. Select **Incomplete, Complete, Submitted & Processed** statuses
3. Add in the **Session report Start** and the **Session report End** date to display the sessions for
4. Select **Search**
5. **Select** all of the session reports to withdraw
| Note: The page will only display 25 lines, please ensure you check for other pages to withdraw all required session reports.
6. Select **Bulk Action**
7. Select **Withdraw** from the drop-down menu

![](https://storage.crisp.chat/users/helpdesk/website/-/5/d/c/b/5dcba586b1ba9400/image_1yfwhz6.png)

8. Select the **withdrawal reason** and the **late withdrawal reason** (if applicable)
9. Select **Confirm withdraw**

![](https://storage.crisp.chat/users/helpdesk/website/-/5/d/c/b/5dcba586b1ba9400/image_18rpigy.png)

### Step 3. Create a new account for the new Claimant Holder. 

Creating a New Account for a New Claimant Holder

As we are unable to separate existing accounts, we recommend creating a new account by following the steps below:

Within the Manage Families screen, click the green plus (+) button located on the right-hand side of the screen.

1. Search for the guardian as an existing guardian and select their profile. This will automatically populate the guardian’s information.
2. If prompted with a yes/no question, please select **Yes**.
|| Note: This will also appear for the existing child
3. Search for the child as an existing child and select their profile. if prompted with a yes/no question, select **Yes**.
4. Click “Add Family” to create the new account.

![](https://storage.crisp.chat/users/helpdesk/website/-/5/d/c/b/5dcba586b1ba9400/image_14nctgc.png)

###### Additional actions. 
To add a second guardian to this new account:

* Search for the newly created family and open the Family Summary page.
* In the Guardian section, click the green plus (+) button.
* Follow the same steps as above to search and select the second guardian’s profile.
* If there are additional children to be added, repeat the same process in the Children section.


### Step 4 - Manage the CCS enrolment if ceasing care on old account/Manage bookings on old account

Ending the CCSS enrolment linked to the incorrect CCS Claimant, is recommended to ensure no further bookings are created linked to this Enrolment ID.
|| In this scenario you will not need to end the CCS enrolment linked to Guardian 1 as they are continuing care (shared custody), you only need to end the CCS Enrolment if the first account is no longer continuing.

Create a new booking for the current account for the changed days.
Within the Bookings Tab, click the green plus (+) button.
1. Select the new Start date
2. Select the Days, Room & Session for the change of booking
3. Select the **Delete** option (This will cease the current booking pattern and create the new booking)
4. Select **Save**

![](https://storage.crisp.chat/users/helpdesk/website/-/5/d/c/b/5dcba586b1ba9400/image_1g7bqsk.png)


### Step 5: Add bookings onto new Account linked to new Claimant 

In the new family account, you will follow the steps below: 
1. Click on the Bookings Tab at the top of the screen 
2 Add the child’s bookings in via the green plus button (This will also create a CCS Enrolment linked to the new Claimant)
| To assist you with the full process see: [How to add a Weekly Booking](https://help.xap.rocks/en/article/how-to-add-a-recurring-weekly-booking-1vp4wtw/?bust=1684308332289)

![](https://storage.crisp.chat/users/helpdesk/website/-/5/d/c/b/5dcba586b1ba9400/image_1uchdxa.png)

### Step 6: Complete Attendance information 

Utilising the prior Attendances report that was printed, you will need to add in the correct marking information to the new bookings, including:
* Sign in Times
* Sign out Times
* Absences
* Original Sign in/out/absence person

This can be managed via:
1. Select the **Bookings** Tab
2. Select the **Attendances** Tab
|| To assist you with this process see: [Managing Incomplete Attendances](https://help.xap.rocks/en/article/managing-incomplete-attendances-1c1tamq/)

![](https://storage.crisp.chat/users/helpdesk/website/-/5/d/c/b/5dcba586b1ba9400/image_1rkk97l.png)

### Step 7: Submit Enrolment for new claimant

1. Select the **Child Profile**
2. Select the **Enrolments** tab
**This screen will display the CCS enrolment linked the prior CCS Claimant and the new CCS Enrolment linked to the new CCS Claimant.**
| Note: If the bookings are backdated the CCS enrolment will automatically submit, no action required by the service.

![](https://storage.crisp.chat/users/helpdesk/website/-/5/d/c/b/5dcba586b1ba9400/image_1gw1hp8.png)

### Step 8 - Payments - Transfer relevant Credits/Debits onto new account

When deleting bookings off the previous claimant, it can result in their account being in a credit as the charges are removed from the account. If you wish to transfer this credit to the new claimant, you will need to do a balance transfer. 
Within the Payments & Billings screen
1. Search for the previous claimants account.
2. Click on the three-dots next to the account
3. Select **Add Charge** or **Add Once-Off Payment ** from the drop-down men

![](https://storage.crisp.chat/users/helpdesk/website/-/5/d/c/b/5dcba586b1ba9400/image_bzpxvg.png)


![](https://storage.crisp.chat/users/helpdesk/website/-/5/d/c/b/5dcba586b1ba9400/image_1ex1y2q.png)

| To assist you with the full process, see: [How to transfer balances between accounts] (https://help.xap.rocks/en/article/how-to-transfer-balance-from-one-account-to-another-xdh6n5/)

### Step 9 - Archive Account - Only applicable for Scenario 2 see below


# Scenario 2 - Change of Claimant/ Incorrect Arrangement Type

In this scenario, the existing account will be archived as no further bookings will be connected.

Proceed with the above from Steps 1 - 3 & 5 - 8

### For Step 4, you will end the CCS enrolment, this action will delete all the bookings connected to that enrolment ID.

1. Click on the child’s name at the top of the screen next to Bookings 
2. Click on Enrolments 
3. Click on the three dots and select edit 
4. Add an end date on the enrolment
5. Select **Other** for the Arrangement end reason
6. Add in the reason eg. **Change of CCS Claimant**
7. Select **Save & Send to CCSS**. Please ensure that this end date is the date the bookings will be changing from. 
Check to see if all bookings have been deleted. If they haven’t, please manually delete these.

![](https://storage.crisp.chat/users/helpdesk/website/-/5/d/c/b/5dcba586b1ba9400/image_1rrmjym.png)

### Step 9 - Archive Account

Open the Manage Families Screen and search the family name of the account you are 
going to archive 
1. Click on the three dots on the right hand side of the screen 
2. Select **Archive** 

![](https://storage.crisp.chat/users/helpdesk/website/-/5/d/c/b/5dcba586b1ba9400/image_116o8a7.png)

3. Choose tomorrow’s date in the ‘Remove bookings of the payment account from’ question 
4. click on confirm archive.


![](https://storage.crisp.chat/users/helpdesk/website/-/5/d/c/b/5dcba586b1ba9400/image_8rb8mf.png)