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Some experience with the CSA

Here are some things I have found out about the CSA......

Artemis said
"The CSA allocate a caseworker to the Payer only although a Payee can apply to have a case worker allocated. As a Payee, you get who you get when you call with an enquiry. Sometimes you might be lucky enough to talk to the caseworker." This is not true. I am a payee and have a caseworker on "our" file. I can contact "Phil" at anytime, as can my ex. If he is not in the office, I can leave a message for him to call me back. Or, I can elect to speak to whoever picks up the phone - my choice. Regardless, everything goes on "the file". Private collect, like consent orders, is always preferred - because, if both parties have agreed to them, the theory is that both parties are likely to abide by them. I think the system falls down because of the high staff churn rate and lack of training for new staff.

I think you will find that the case worker is appointed to the Payer in your case and not necessarily you.  I was in a similar situation as you and and asked why I couldn't always talk to my case worker and was told that it was not my case worker. This has been confirmed by three separate workers at CSA so you might want to check it out.

Private collect is great in theory but not if it is not agreed to by both parties and is used as a tool to avoid paying CS.
Aphrodite said
I think you will find that the case worker is appointed to the Payer in your case and not necessarily you. I was in a similar situation as you and and asked why I couldn't always talk to my case worker and was told that it was not my case worker. This has been confirmed by three separate workers at CSA so you might want to check it out.
 
Aphrodite

Thanks for the support when I needed it.

I was given a case officer from the 'Personalised Services Team'.

In my case, this was offered after the agency had admitted to serious misadministration of my case.

I don't know how easy it is to get a case worker from that team, but it really helped me, so I would encourage anyone who feels the whole CSA thing is getting on top of them to at least ask for a case officer from Personalised Services and see what happens.

Send me a whisper if you need more details.

Cheers

katie



I have looked on the CSA website, and can only find one reference to a case worker and it is not helpful.

Perhaps this is something Sec SPCA could clarify.

Perhaps the very divergent attitude of our respective "case workers" could be explained by lack of departmental policy with a local office policy filling the void?

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The Guide is particularly unhelpful for anybody from outside the system trying to understand why the CSA do certain things.

For example, why do people who raise issues with an administrative assessment on day one have to endure the objection, CoA process rather that have them considered in the initial assessment?

Last edit: by OneRingRules

contact from csa

I,d like to know if anyone knows, that when csa contacts you on the phone and they ask for you for details to verify who they are talking to, are you allowed to ask them to verify who they are?
While I am not happy with my experience with the CSA, I am very complimentary about their staff.  They are always courteous, empathatic even.  What is a shame is that they are caught up in a system that is in serious need of re-engineering with people being given the ability to make decisions.  I encourage people dealing with the CSA to be courteous, but assertive.  You may even find you are able to extract advise that you will able to use to enhance your case.
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