This topic contains information on the following subjects:
After ACTS determines a processing status and unit for a case (either during nightly batch case referral processing or when CSS caseworkers perform online referrals), the system uses the referral profile information in the "Worker Table" to assign the case to the appropriate caseworker. The purpose of these caseworker referral profiles is to ensure that only one caseworker in a county/local office is assigned responsibility for a new case or for an existing case that moves from one processing unit to another.
When caseworkers make an online referral, they can choose to override the suggested referral unit and caseworker assignment. (In certain "sensitive" situations, supervisors might also want to assign a CSS case to themselves or to caseworkers outside the usual referral range.)
If caseworkers only want to change the referral unit, ACTS suggests the appropriate caseworker for that unit. Once caseworkers have reviewed the information in ACTS and are satisfied with the referral unit and caseworker assignment, they complete and confirm the case assignment.
Supervisors/managers have the authority to create and modify caseworker profiles. Supervisors/managers must take great care to ensure that all units, all alphabetic name ranges, and all interstate/intrastate work combinations in their offices are covered by the referral profiles that they create. Supervisors can also make mass case reassignments.
Whenever a CSS case changes processing status, processing unit, and/or responsible worker, ACTS notifies the responsible caseworker.
While a single caseworker can have numerous referral profiles, no two caseworkers in the same county can have exactly the same caseworker referral profile. The number of referral profiles for a given caseworker depends upon the number of processing unit responsibilities that the caseworker is given, and in multi-county offices, upon the number of counties where the caseworker has processing unit responsibilities.
ACTS usually notifies the local CSS caseworker who is responsible for the case when certain case activities must be or have been performed. In certain situations, however, ACTS notifies CSS Central Office workers of case activities, such as:
1. Adjustments that must be performed by Distribution Unit workers;
2. Locate actions that must be performed by the SPLS (State Parent Locate Service) Unit; and
3. Tax intercept appeals that might require action by the Tax Intercept Unit.
ACTS also assigns incoming interstate cases to the Interstate Unit.
When changes are made to referral profiles, only cases and work assigned from that time forward are affected. Cases and work assigned prior to the change are not reassigned.
For questions or clarification on any of the policy contained in these manuals, please contact your local county office.