CASE MANAGEMENT

CS 056P Functional Activity Determination (FAD), Case Assignment and Case Transfer

10/87 Revised 10/14/25 Training Completed 10/27/25 Last Reviewed 12/29/25

 

 

Introduction

 

ORSIS’s Functional Activity Determination (FAD) uses set criteria to examine existing information on ORSIS and automatically determines 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 custodial parent (CP);

6.                   An obligation is added or reinstated;

7.                   Monthly delinquency monitoring;

8.                   The arrears balance is increased;

9.                   If parentage has been established;

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

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

12.               A Review Reason is entered or changed on a screen;

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

14.               An AGO referral is closed.

 

You can manually request ORSIS to reevaluate the function of a case by removing the current function.  ORSIS will automatically assign the correct function.  You can also manually enter a new function or sub-function; however, if the existing information on ORSIS doesn’t meet the criteria for that function, ORSIS will automatically assign the correct function.

 

 

Case Assignment, General Criteria

 

ORSIS monitors cases and assigns them to the correct office, team, and worker based on the indicator fields, 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 indicator changes on an open case; or,

8.                   A team reorganization is required.

 

You can manually request ORSIS to evaluate case assignment by removing the existing function.  ORSIS will automatically assign the correct worker.  You can also manually assign a case to a specific team or worker; however, that team and worker must be valid for that case’s function or sub-function.

 

 

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.  If a case needs to be updated with a sub-function, the case with the lowest open case number for the family group should be updated with the appropriate sub-function.

 

3.                   Intergovernmental cases:

a.                   Incoming Intergovernmental cases:  If the NCP moves out of Utah, ORSIS automatically transfers the case to the intergovernmental team.  The intergovernmental worker will notify the initiating agency through CSENet or by sending the Intergovernmental Progress Report letter that the NCP is out of Utah and CSS would like to close the Utah case.  The initiating agency may pursue the NCP in the new state and may request that Utah forward paperwork to the new state.  Provide the initiating agency with the NCP’s new address.  Refer to CS 151P Duties and Federal Timeframes.

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

b.                   Outgoing Intergovernmental cases:  If the NCP on an outgoing intergovernmental 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 will receive the alert and should review the case for possible closure of the outgoing intergovernmental referral.  Once the interstate profile screen has been closed, ORSIS will assign the function, team and worker according to normal procedures.

 

NOTE:  If the outgoing intergovernmental 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, update the Utah address to “HIST”, and keep the interstate profile screen open.  Document your actions in the case narratives to explain why the case is not being transferred to the in-state team.

 

4.                   Cases Pending Judicial Action:  Pending judicial actions do not stop case transfers on ORSIS.  A referral packet is created when the AGO 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 the appropriate criteria, you may transfer the case to Team 7A (if ACRS = “N”) or Team 7B (if ACRS = “Y”) for monitoring if there is an existing order or after an order is established.

 

 

Case Transfer Procedures

 

Complete the transfer procedures listed below within 5 business days of receiving the alert or learning about a case that qualifies for transfer.  Willful failure to comply with these instructions may result in disciplinary action.  Notify your Regional Director (RD) if there are repeat problems.  Do not write about case transfer problems in the case narratives or comments.

 

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, regardless of whether the sending or receiving team’s files have already been pulled for back file imaging.

a.                   Imaged file:  The new worker will already have access to the imaged documents.

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

ii.                   Narrate actions taken.

b.                   File not yet imaged (e.g., physical case received from state archives):

i.                     Prepare the physical case file to be imaged according to the back file preparation instructions.

ii.                   Route the file to Central Imaging Unit (CIU) 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.

v.                   Narrate actions taken.

 

2.                   If there is an open interstate profile screen, notify the other state of the new office and/or team.

a.                   CSENet state:  CSENet automatically sends an update to the other state providing the new office contact information when the assigned team changes.  If the case remains on the same team, but the assigned worker changes.

b.                   Non-CSENet state:  Generate the Interstate:  Status Update to Responding State letter and provide the other state with new worker/office contact information.

 

3.                   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.

 

4.                   If the case file cannot be located, create a duplicate case file to send to CIU.  Include in the duplicate file a copy of the support order(s) and any modifications.  If the orders are not received within 30 calendar days, send the duplicate case file and include verification that the orders have been requested.

 

5.                   Write a case narrative.  Summarize any pending actions that have not already been narrated.

 

 

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, an alert will be sent to 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.

 

NOTE:  All ORS employees with a child support case must follow the same procedures for giving or getting case information to the assigned case worker as all other CP/NCP’s.  For example, if you wish to provide new information on the case, call the Customer Service Unit (CSU) or the agent assigned to the case during your break or lunch time.  It is not appropriate to directly approach the agent assigned to the case or any other agent with access to the case and provide case information or get information regarding the case. 

 

The ORS Case Conflict of Interest Policy and Procedures defines conflict of interest as follows.

 

“Case Participant Conflict of Interest is defined as a case in which an employee or contractor with access to ORSIS or Content Manager is:

·                     an ORSIS participant;

·                     related to a person who is an ORS case participant;

·                     in an ongoing personal or business relationship with an ORS case participant; or,

·                     approached by an ORS case participant for information about the participant’s case and the employee is not the assigned worker and has no state business-related reason to access the case.”

 

NOTE:  There may be instances during the normal course of case work where you accidentally access a case that you have previously declared a case conflict on (e.g., an agent in the Customer Service Unit (CSU) receives a call from the CP and pulls the case up to answer his/her questions).  After pulling the case up, the agent realizes that the NCP is someone s/he has previously declared a case conflict with.  When/if this occurs, add a narrative to the case stating the reason for accessing the case and let you team manager know.  No further action is needed.