STANDARDIZED WORK - SNAC Arrears Calculation Required

 

Date/Version: 08/07/2025 v.2

Process Owner: SDU/Suspense

Review Cadence: Annually

Purpose-The SNAC receipt narrative is added to a case when an arrears calculation is needed and distributions to arrears must be temporarily suspended. It is important that the arrears are calculated and the debts corrected as quickly as possible.

 

Step (1,2,3..) Process Step (list of the critical process steps) Dialogue (clear and simple descriptions, appropriate level of detail for the task)
1.

Pull Suspense List
  1. Open Suspense list located in the G:Drive located in the path below according to the year and month .
  2. AZCARES Suspense List
2.

Assigned Case from List
  1. Work from the oldest request 1st (create & Last modified date)
  2. Column K Select your assigned Reason Status (SROP, SCOB, SFTO, STOP, etc)
  3. Column L Using the drop down menu, Assigned the case to yourself
  4. Column D Copy the AZCARES Case number
  5. Proceed to AZCARES
3.

Go to AZCARES to search the payment
  1. Open AZCARES and Paste the copied AZCARES Case number in the search box (at the top) and hit enter
  2. Click on the case id on the information that populates & this will open a case snapshot where you can complete additional research.
4.

Review the payment details from the Suspense list
  1. On the left side go to Financials and select Case Payment
  2. Review and ensure that the payment is on hold and has not been distributed/disbursed.
  3. Once reviewed click on the Actions (eye)
5.

Review the Manual Refund and Approval History
  1. On the left side select Manual Refund. Verify the refund amount, refund to, recipient's name and address
  2. Note: Support Payors address need to be verified (see step 10)
  3. If the refund is to Social Security Administration (SSA) it must be addressed to: Social Security Administration Mid Atlantic Program Service Center PO Box 3430 Philadelphia, PA 19122-9985 last updated 02/2024
  4. FYI-429 Updated Address for Processing Refund Payments to the SSA
  5. On the left side select Refund Approval History and only confirm that the request is Pending Approval
6.

Review Support Payor’s Case Balance Summary
  1. Review for any outstanding balances.
  2. To approve a refund nothing should be owed.
7.

Review Case Hold Instructions list/details to see the hold reason, source, & type
  1. Financials> Case Hold Instructions>
  2. Click on the eyeball to view the worker who entered the hold & review the details.
8.

Review the Activity History if Needed.

  1. On the left side go to the Related List and select Activity History.
  2. Review case notes/comments to ensure ok to refund payment to support payor.
  3. Verify if an arrears Debt Recalculation Utility Calculator (DRU). If there was an arrears calculator done, approve.
  4. Note: If there is no DRU, reject the request.
9.

Review Legal Processing

  1. On the left side go to the Legal Processing and select Legal Tracking
  2. Review the Activity by clicking on the Actions (eye)
  3. The Simple Modification will need to be present to support the actions taken and nothing is owed.
  4. Note: If there is a balance, reject the request.
10.

Review the Support Payors information

  1. From the case snapshot screen click on the Support Payor name.
  2. On the left side under Related List select Member Address
  3. The Support Payors mailing address must be valid and must be verified within 6 months of the refund date request.
  4. Note: If the date is older than 6 months and Address Status is Historic, reject the request.
11.

Review the Payors Disbursements

  1. On the left side under Financials select Participants Disbursements.
  2. Review the disbursements for any expired, voided or issued status for over 60 days.
  3. Ensure that all payments are deposited and or have been processed to the support payor. Clicking on the eyeball icon will open a new window with the payment details.
12.

Approve or Reject after case review

  1. Return to the Case Snapshot (first tab)
  2. On the left side under Financials select Case Payment
  3. Locate the Payment ID that was reviewed and click on the Actions (eye)
  4. On the left side select Refund Approval History to Approve or Reject
  5. If the review determined that it is ok to Approve the refund, the user will click the Approve button and make comments as needed.
  6. If the review determined that the request should be a Reject, the user will click the Reject button and enter the finding(s) of why it's being rejected.
  7. Once approved or rejected the status will be updated.

DO NOT PRINT THIS PAGE FOR DISTRIBUTION

CHANGE LOG
Change Number Change Proposed Updated by?

Change Made?

Yes/No

 Reason Date Finalized
example Change font on all pages to pink Jane Doe No Pink not within approved standard font scheme 4/13/2018
1

AZCARES Standard Work

AG

No

Created for AZCARES

5/20/2025
2

grammar

DC

Y

Policy suggested changes

8/7/2025
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