STANDARDIZED WORK- SNCU Only Release Current From Suspense

Date/Version: 02/03/2026 v.1

Process Owner: SDU

Review Cadence: Annually/ As Needed

Purpose: The SNCU receipt case hold instruction is added to a case when a court or administrative order states that only the monthly current support amount should be distributed to the case.

 

Step

Process Step

Dialogue

1.

Pull Suspense List
  1. Open Daily
  2. Suspense List

2.

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

3.

Finding the Case

Copy and paste the case ID into a new tab of AZCARES

After entering the case number in the search bar, these are the 2 possible screens you would see.

Screen 1: Takes you directly to the case

Screen 2: Shows anything close to the case number you input. Click the link for the Case number
  1. Open AZCARES and Paste the copied AZCARES Case number in the search box (at the top) and hit enter

4

Payment details screen shown after clicking hyperlink

5.

Financials Screen
  1. Go to the Case Payment Screen located under the Financials tab

6.

Click the eyeball icon on the payment in Hold status

Click on the Manual Refund link under the Related Tab:

Social Security Administration (SSA) Refund example: Check description needs to have either the BNC# or the last 4 of SSN and Phone number of case worker
  1. Find matching payment ID from request on the suspense list, this will display payment info. You will check to ensure that the payment is on hold and has not been distributed/disbursed.

  1. Review the request comments.

7.

Click on the Refund Approval History link under the Related Tab.
  1. Confirm that there is a pending review request:

8.

Once verified there is a refund request user needs to verify information for each type of hold and that the money is on hold.
  1. Hold type can be found in the payment after clicking the eyeball icon:
  2. The distribute/disburse dates should not be filled out if money is on hold still.

9.

From the case snapshot screen click the support payor name hyperlink.
  1. This will display the support payor information:

10.

Click Member Address under the Related List tab.
  1. This will display the members current address on file. Should be within 6 months of the refund date.

  1. If the address is not current, Is the money being refunded to Social Security?
  2. If Yes, confirm SSA Address to what is current in policy
  3. Social Security Administration
  4. Mid Atlantic Program Service Center
  5. PO Box 3430
  6. Philadelphia, PA 19122-9985 last updated 02/2024
  7. FYI-429
  8. If no, then the request will be rejected as:
  9. Update Support Payor’s mailing address, must be within 6 months of request date.
  10.  

11.

Review the disbursements for anything in EXP or VOI status or ISS status for 60 days or more.
  1. Financials>Disbursement

  1. 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.

click on the Case Balance summary support recipient ledger link from the case snapshot screen.
  1. Review for any outstanding balances. To approve a refund nothing should be owed.

13.

From the case snapshot screen click the Activity History link under the Related List.

  1. Review case notes to ensure ok to refund payment to support payor.

14.

Return to the Manual Approval screen for approval or rejection after case review.

  1. Refund request is displayed. If the review determined that it is ok to process the refund, the user will click the Approve button and make comments if needed. If the review determined that the request should be rejected, the user will click the Reject button and enter comments as needed.
  2. Once approved or rejected the status will be updated:

15.

Go To Financials Tab and click on Case Hold Instructions
  1. Check to see why the hold was placed on the case.

  1. If the hold is no longer needed, approve the request. If not, reject the request. Can reject if owing current arrears.

 

Change Log

Change Number

Change Proposed

Updated by

Change made? Yes/No

Reason

Date Finalized

1.

AZCARES SW

DC, AG, ML-D

No

Created for AZCARES

3/7/2024

2.

AZCARES INFO

DC

No

New System

5/7/2024

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