Primary Carer Change

Primary carer changes are for when a family wishes to change the carer on an account for a child, or for cases of CCS eligibility where the child should be under a different primary carer.

Primary carer changes are quite involved and should be avoided unless necessary. We advise that if this is your first primary carer change, you should contact the Xplor Support team for assistance.

Please note: The Xplor Support team cannot complete this request for you, but will happily give you guidance.

Cancelling Scheduled Payments

If you charge your families by direct debit, scheduled payments are generated on a Friday, for whoever is the primary carer/account holder at the time. If you perform a primary carer change after a scheduled payment has been generated, you will need to reject it for that week, or else it will be credited to the former carer's account.

Financial -> Scheduled Payments -> Select the correct week date -> Search for the child -> Under Actions click 'Reject'

 

Removing Future Bookings

Please delete future bookings for the child before you change the primary carer so they no longer appear on the account statement. You can restore any deleted bookings after the carer change.

IMPORTANT NOTE: Do not remove sessions that have already been submitted to the government! If there are duplicate bookings with subsidy against them, please contact the Xplor Support team. Confirm the start date for the subsidy claim with the parents (e.g. bookings  may be for the mother from January – March, but the father can only claim from February onward.) Once confirmed with the family, you can commence a primary carer change.

Removing Bookings 

Master Roll -> Search the child -> Tick the box to the left of the child -> Go to the top right and select '-Delete' -> Delete the range of bookings for the child -> Click Preview -> Tick the box to the left of child to confirm the deletion of the bookings -> Click Delete Bookings.

Financial Adjustment

Please note: If you've deleted future bookings, as per the steps above, this can take up to 5 minutes to reflect on the parent statement and adjust the total owing or credit amount on the account. 

Before the primary carer can be changed, the account needs to be at $0.00. If there is any balance (credit or owing) on the account, please complete a financial adjustment.

Please do not do a balance adjustment. Financial Adjustments ONLY to be completed for the Primary Carer change process. 

Making a Financial Adjustment:

Go to Financial -> Financial Adjustments -> blue 'Add' button in the top right hand corner -> Select or type in the child's name -> Add a Start date (This date will show on the statement) -> Type of Adjustment is dependant if they are owing or not (Miscellaneous Fee + if the account is in credit, Discount/Credit - if there is money owing on the account) -> Add an Item (if there is no item option, head to Settings > Service Settings > Select your service name > select Pay Items from the top menu bar > add a Pay Item > Save) -> Add the amount -> Add a Comment eg.'Primary Carer Change' -> Save.

Please note: Financial Adjustments can take up to 5 minutes to reflect on the parent account. Please head to Financial > Parent Accounts > Search for the family > periodically refresh the internet browser until the account shows a balance of $0.00 before moving onto the next step. 

Change the Primary Carer

To change the primary carer, navigate to the child's profile. Profiles > Children > search and select child > Parent/Guardian tab > Untick the box next to 'Primary Carer' for the current parent, and tick the box under the new parent. Then click 'Save' at the bottom of the page. 

Add Bookings

Re-add the bookings that were previously deleted.  For more information on how to add bookings, click here.

Adding the Owing Balance

After the previous financial adjustment, the same amount must be added to the new primary carer. This can be a debit or a credit amount.

Go to Financial -> Financial Adjustments -> select the blue 'Add' button in the top right hand corner -> Select or type in the child's name -> Add a start date (This date will show on the statement) -> Choose the Type of Adjustment. The option selected depends on whethere the acount is owing or not (Miscellaneous Fee + if the account is in credit, Discount/Credit - if there is money owing on the account) -> Add an Item (if there is no item option, head to Settings > Service Settings > Select your service name > Select Pay Items from the top menu bar > Add a Pay Item > Click Save) -> Add the amount -> Add a Comment eg.'Primary Carer Change' -> Click Save.

Checking the CCS Enrolment

Make sure that the child's CCS enrolment is under the correct primary carer. 
If the CCS enrolment is listed under the incorrect primary carer, please see the steps below. 

If the enrolment is already under the name of the new/correct primary carer, no further action is needed.

Steps to Adjust the CCS Enrolment:

If the CCS enrolment is under the incorrect Primary Carer you will need to end that enrolment and create a new CWA enrolment for the new/correct Primary Carer.

Please note: if the primary carer has changed part-way through the child's care, please have the family confirmm, with Centrelink, the exact date primary carer 1 changed to primary carer 2 and adjust the CCS enrolments using these dates.

Example A: Parent 1 is listed on the child's CCS enrolment from Jan 4tth, 2021, but stopped being the primary carer on March 1st, 2021, when primary carer 2 took over. Before ending the CCS enrolment, any sessions that have been submitted to the department under parent 1 after March 1st, 2021 will need to be withdrawn. You can find instructions on how to withdraw sessions here. Once the sessions have been withdrawn, you will need to end the CCS enrolment for parent 1 with the date March 1st, 2021.

Once you have ended the CCS enrolment under parent 1, create a new CCS enrolment for parent 2. Once the parent has signed the CWA and accepted the CCS enrolment in MyGov the CCS enrolment will turn grey and display with a 'processed' or 'approved' status. You can then backdate the enrolment start date for primary carer 2 to March 1st, 2021, then manually submit the attendances under the correct primary carer enrolment ID. 

Once you've resubmited the attendances, it will take roughly 1 - 3 business days for any missed eligible CCS to be paid and reflect on the parent account. 

Example B: Parent 1 is incorrectly listed on the child's enrolment form and should not have had a CCS enrolment created under their name. The child's first day of care at the centre was February 2nd, 2021.

To avoid any duplicate CCS enrolments for the child, which will cause errors down the track, you will need to backdate the enrolment start date prior to the child's first day of care.

In this example, you need to backdate the CCS enrolment under parent 1 to January 25th, 2021. Then, you nees ro end the CCS enrolment on January 26th, 2021. 

Once you have ended the CCS enrolment under primary carer 1, create a new CCS enrolment for parent 2. Once the parent has signed the CWA and accepted the CCS enrolment in MyGov, the CCS enrolment will turn grey and display with a 'processed' or 'approved' status. You can then backdate the enrolment start date for primary carer 2 to the Monday of the child’s first week of care (in our example, that's February, 2nd, 2021), then manually submit the attendances under the correct primary carer enrolment ID. 

Once you've resubmit the attendances, it will take roughly 1 - 3 business days for any missed eligible CCS to be paid and reflect on the parent account.