1.Case Manager is required to have the DBD form completed by the Client’s financial institution. The client is required to fill out a Direct Deposit Information form and sign and date it. The information is then entered into The Social Assistance Computer System and a new note with the banking information is created. Where the client is unable to open a bank account, the reason will be recorded by the Case Manager. Possible situations hindering client’s ability to open a bank account include but are not limited to, previous legal situations, homelessness, lack of identification etc. Case managers are required to work with the client to remove the barriers.
* The bank/institution number is a three-digit numeric field, which is used in conjunction with the branch/transit and account numbers.
* The branch/transit number is a five-digit numeric field which identifies a branch/transit number, used in conjunction with the Bank/institution number and the account number. All fields must be filled on the Social Assistance Computer System page.
* The account number can be three to twelve digits in length which identifies the applicant’s account number. All fields do not need to be filled on the Social Assistance Computer System page.
2. Verify the numbers on the voided cheque or the DBD form with the numbers on the Social Assistance Computer System page to ensure that there are no errors. The DBD application and/or voided cheque are not to be filed until this has been done.
3. Do not accept pass books for the DBD information as they do not always reflect the full information.
4. Emphasize to the applicant that they must not close their bank account until the Direct Bank Deposits are rerouted to their new account (if they change banks, etc.)
If the applicant has closed their account prior to the Direct Bank Deposit, do not assume that the applicant cannot receive their Direct Bank Deposit. Check with the Financial Assistant to determine if other arrangements can be made with the bank to enable the applicant to receive their Direct Bank Deposit, before canceling.
5. The Financial Assistant must immediately advise the Case Manager of Errors on the Royal Bank Reports showing invalid DBD numbers. The Case Manager corrects the DBD account information. The Financial Assistant calls the bank to try to re-issue the DBD. If the error cannot be corrected, the Case Manager must cancel the DBD and reissue a cheque.
SOCIAL ASSISTANCE COMPUTER SYSTEM INFORMATION
* DBD information can be added to a pending or ongoing (hold) case.
* DBD information can be added, changed or deleted. When adding DBD information the bank/institution number, the branch/transit number and the account number must be completed each time.
* If an applicant has a pay direct on file, the pay direct portion of the monthly entitlement will be issued by cheque.
ROYAL BANK REJECTED / RETURNED RECORDS & ITEMS
The Financial Assistant receives the report from Royal Bank and:
1. Identifies each item by Case Manager number
2. makes copies of report
• original to be kept for bank reconciliation
• copy 1 filed in DBD Binder
• copies forwarded to appropriate Case Managers by email
Reports must be actioned by the Case Manager immediately, and reported to Financial Assistant.
CANCEL / STOP
Cancels or Stop Payments can be placed 3 days before the negotiable due date. They should only be used in the rarest of circumstances and are not a tool for caseload management - instead place your client on hold before cut-off.
Cancels or Stop Payments can be requested when the applicant is no longer eligible for assistance, has been overpaid, or when the money has been posted to the wrong branch or bank account.
1. Case Manager will take a screen shot of the payment from the Social Assistance Computer System and email it to the Financial Assistant. The CM will enter a note into the system.
2. The Financial Assistant contacts the bank to stop the payment.
3. The Financial Assistant will confirm with the Case Manager that the payment has been stopped. They will also enter a note into the Social Assistance Computer System. The Case Managers cannot re-issue until this confirmation is received.
RECALL / REVERSAL
Can be done up to four days after the due date; however, there are NO guarantees that the monies will be recovered.
1. Case Manager will take a screen shot of the payment from the Social Assistance Computer System and email it to the Financial Assistant. The CM will enter a note into the system.
2. The Financial Assistant contacts the bank and tries to do a recall.
3. If the recall can be done, and the client is entitled, the Case Manager cancels the DBD, and reissues the payment.
4. If the recall can be done, and the client is ineligible, the Case Manager is required to place the client on hold and then cancel their DBD.
5. If the recall cannot be done, the Case Manager will have to put in an overpayment for the client.
TRACERS
Tracers cannot be done less than 24 hours after the due date. These can be requested when the Direct Bank Deposit has not occurred and it is not recorded in the returned/rejected items report.
If the payment has not been placed in the applicant's account and has not appeared on the returned/rejected items report, a trace can be placed. The trace will determine where and when the deposit was placed. Tracers do not retrieve the money.
Upon confirmation of the tracer, a cheque/Direct Bank Deposit will be reissued.
1. The trace list must be checked to see if the Direct Bank Deposit occurred and to ensure that the details regarding the bank, branch, and account numbers are correct.
2. The returned/rejected items report must be checked to see if the Direct Bank Deposit transfer is recorded. If the DBD does appear on this report, a trace/recall request is not required.
3. If the bank, branch, and account numbers are correct and the transfer was not returned or rejected, the Case Manager advises the Financial Assistant to make an information call to the bank. The information received from the bank is to be noted in the Social Assistance Computer System notes.
or
If any of the bank, branch, and account numbers are incorrect, the Case Manager contacts the Financial Assistant who requests that the bank transfers the monies into the correct account. The information received from the bank is to be recorded in the Social Assistance Computer System notes.
4. If Step 3 does not solve the problem, send a screenshot of the payment to the Financial Assistant and then follow the process for a Recall / Reversal.
Note: DBD will be reissued if there is no change made in the Social Assistance Computer System.
NON-OW APPLICANTS WHO HAVE MISTAKENLY HAD MONIES DEPOSITED INTO THEIR BANK ACCOUNT:
1. Follow the process for a Reversal/Recall and cancel the DBD in The Social Assistance Computer System.
2. Financial Assistant to telephone bank where monies was deposited. Situation to be discussed with bank manager requesting that money be returned.
3. If bank cannot return the money, the Financial Assistant to telephone the person who has had the monies mistakenly deposited in their account as quickly as possible advising them of the situation in a friendly manner. The person should be told that they have 2 days to return the money. If it is inconvenient for the person to return the money to this office, other arrangements will be made. The person can be given an informal receipt.
4. If the person is unwilling to do this, details must be forwarded to the Manitoulin-Sudbury DSB Solicitor immediately. Details should include:
a. who the person is
b. the name and branch number of the bank
c. the account number
d. the date the money was deposited
e. when the person was contacted
f. how the person responded
Legal will then follow up the situation.
OW APPLICANTS WHO HAVE MISTAKENLY HAD MONIES DEPOSITED INTO THEIR BANK ACCOUNT:
1. Follow the process for a Reversal/Recall and cancel the original client’s DBD in The Social Assistance Computer System. Correct the DBD information and reissue the payment.
2. Contact the client who received the extra entitlement and advise him/her of the situation. Issue an overpayment to them.
