Automated Non-Coop Closure: the L06, L07, and P04 Trigger and the NCP Non-Coop Closure

The L06, L07, and P04 documents operate on a “silent” timer that can inadvertently penalize cooperative customers or close cases if we aren’t careful. Here is what you need to know to prevent accidental non-cooperation findings and manage the new NCP non-cooperation closure process.

The Trigger: L06, L07, and P04

These three documents are generated to request information from the Custodial Person (CP):

• L06 (CP Additional Locate Letter – NCP Unknown): Sends when the NCP is unknown (Priority 6).
• L07 (CP Additional Locate Letter – NCP Known): Sends when the NCP is known but lacks a verified address/employer (Priority 5).
• P04 (Parentage Questionnaire): Sends to request information regarding parentage establishment.

Once generated, the system starts a 30-day countdown. If the Document List (DOCL) screen is not updated within that window, the system assumes no response was received.

Scenario A: Public Assistance (PA) Cases

The Risk: Immediate Non-Cooperation & Benefit Sanction

For PA customers, if 30 days pass without a DOCL update, OSIS executes non-cooperation status automatically:

1. CCPU Update: The COOPERATION field changes to ‘O’ (Refused to Cooperate) and the NON-COOPERATION REASON field changes to ’05’ (Failure to Provide Information).
2. TANF / HCA Alert: OSIS will send a CSE2 non-cooperation alert on PS2. If the FGN is cross-referenced to an HCA case, the system flags the HCA case to send the non-coop to the Healthcare Authority during nightly processing.
3. Result: The TANF worker is prompted to sanction the customer’s benefits, often before the child support specialist realizes the CP has been flagged.

Scenario B: Non-PA Cases

The Risk: Automated Case Closure

For Non-PA customers, the system begins an automated path toward case closure:

• Day 30 (Trigger): If no DOCL update is found, the system automatically generates an L01 (Non-Cooperation Letter).
• Day 60: If there is no response to the L01, the system generates an S02 or S04 (Case Closure Letter).
• Day 120: If there is no response to the S02/S04 within 60 days, the case is closed.

The Danger: The document is returned by the customer, but not updated in the system (DOCL), and a workable case inadvertently closes due to a perceived lack of contact.

The Solution: Always update DOCL

The P04 document must be returned by the customer before updating DOCL.

With the L06/L07, the most common error is receiving a phone call, email, or a handwritten letter from the customer, updating the NCP Locate Information, but failing to update DOCL.

If you do not update DOCL, the system does not know the customer cooperated.

Whenever you receive a response to an L06, L07, or P04—whether it is a returned form, a letter, or a phone call, review the case:

1. Go to DOCL: Access the Document List screen for that FGN.
2. Find the Document: Locate the specific L06, L07, or P04 line item.
3. Enter the Response: Update the correct Action Code and Response Date.

On the L06/L07, even if the telephone customer says, “I don’t know anything new,” this is still a valid response. Log it to stop the automation clock. After DOCL is updated, proceed to update address or employment screens if new info is provided.

Case Log notes (CSLOGA) do not stop the automation. Only DOCL updates prevent automatic triggers.

NEW: NCP Non-Coop Case Closure Updates

Recent updates to the NCP Non-Coop Case Closure project have introduced new automation for Non-Custodial Parents as well:

• The Trigger: The L01AP document will generate for the closure process when the ‘AP NONCOOP’ field and OPEN BY information are entered or updated for the AP on CSCU.
• The Notice: The case closure process has been updated to initiate a 60-day automatic closure notice to NCPs (S02AP) if there is no response within 30 days since the L01AP was sent.
• CP Notification: The existing S02 document will be sent to the Custodial Parent. It will now contain the NCP non-cooperation message within its text rather than the CP non-cooperation message.
• Closure: If there is no response after the NCP 60-day notice of closure, the case will auto-close. When this closure is complete, ensure the OPEN BY information is removed from CSCU.

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