Scenarios
Parent has accidently submitted the same invoice twice, both entries have been reconciled. What task would you create and who would you assign it to?
Expense Escalation, assign to Team Lead
True or False: A family marked as “unresponsive” will not have the automatic tasks appear.
True
The family has asked you to send mental health providers in their area. What task would you create?
Send to Family: Mental Health resources
True or False: The Following tasks all require OAP number in the comments section: Expense Escalation; FA Reset; Aged out; FA Status; Funding Tile Info Inquiry; Program Status Change.
False: Aged Out does not require it
During your Post DON check in, the PC mentioned they have been busy and haven’t signed their FA yet. They mentioned they would sign it by next week. What task would you create?
Follow-up: Insert action item (Unsigned FA)
What triggers the "Goal Review" task to appear?
CC put in a goal for a family/child and the goal is one month away from the review date set by the CC
The parent shared a letter of recommendation with you to review. What task would you create and what will you set the due date to?
LOR review, set due date to reply within 48 hours
Who do you assign Expense Escalations to?
Team Lead or Supervisor
The family submitted their FA on October 31. It’s been more than 2 weeks, but it doesn’t appear to be processed yet. What task would you create and who would you assign it to?
FA Status, assign to Team Lead FA Status, assign to Team Lead
Which automatic task is missing: Book Next DON; Book DON Follow Up Appointment; DON Booked or Changed; Goal review for; Guardian/Delegate/Region Changed; Additional Factors Needed?
During your Post DON check in, the parent mentions they still have expenses from the previous year to submit. You suggest all expenses are to be submitted within 30 days of their funding end date. What task would you create? When would you mark it as completed?
Follow up- check expenses, mark as completed once expenses are submitted
What is the name of the task for a youth who has turned 18 and is 180 days past their funding period?
Aged Out
The family rescheduled their DON appointment. As a result, you received an automatic task titled, “DON Booked or Changed” What steps would you take before marking this task as “completed”?
Check if Post DON is scheduled 2 weeks after DON date, if not set another task to schedule the meeting.
What steps do you take if you receive the following task for a family: CCS Funding Expires in 1 Month?
1. Check the family portal and recent nav cases to determine if the family requires a reminder to submit.
2. Connect with the family to remind them if required.
The client is aging out in 3 months. They mentioned they still have some expenses to submit. What suggested task would you create and what information would you include in the comments?
Approaching Aging Out, Things to check in on: Reminder to check in about transition resources and adulthood funding, how to send funds back etc.
What are two reasons you might send your supervisor a Program Status Change Task?
A family has an expired invite and needs to be changed to “in Queue” to wait for new invite
A family has requested to withdraw from CCS after accepting
As a CC on call, you spoke to a family. They requested their assigned CC send them resources on some Foundational Family Services workshops. What task would you create? Who would you assign it to? What would you include in the comments?
While Out of Office, assign it to the CC on file, mention in comments details about FFS workshop needed by family
What should you do if you get a book next DON tasks for a youth who has aged out?
Send a AO Help Ticket
Year 1 expenses end on October 23, 2025. During your check in on August 23, 2025, the family mentioned they still have a few expenses to submit. What task would you create? What would you set the due date to?
Final Date for Submission, set due date to September 23, 2025
Name only three of the reasons for escalation for expense escalations?
Duplicate Rejection; ETM Processing Error; Validated in Error; Auto-Rejection; Reconciliation Inquiry; Operational Risk or Other; Submission Error (Reversal Required)