Care Procedure

Last updated: March 11, 2019
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CARE PROCEDURE – Jan 2019
StepsProbe for CARE Temp Financial Difficulty
1Are you experiencing a temporary financial situation that is making it difficult for you to pay ?
YES —> Step 2
No —> CARE Ineligible
Probe Duration of Temp Financial Difficulty
2In how many months do you expect this situation to change?
                            OR
How long do you expect your hardship to impact you?
S1 : 0 – 6 months                             ———  CARE eiligble
S2 : 7 – 12 months                           ———  CARE eiligble
CARE eligible —> Step 3
L1 : 13 – 24 months.                        ———  CARE not eiligble
L2 : 25 + months.                            ———  CARE not eiligble
Probe Reason For Delinquency
3Update Temporary financial difficulty reason code
UE: Unemployed
OR: Late Receivables
OB: Bus. Closed 
IR: Reduced Income
UB: Increase in bills
DS: Divorce
PI: Personal Illness
FI: Family Illness
D5: Others
Proceed —> Step 4
Probe Primary Source of Income
4“What is the source of income/funds you will be relying to make payments ?”
DI : Disability
IH : Inheritance
PC : Salary / Paycheck
SV : Retirement
SE : Severence
SS : Social Security
UE – Unemployment
D5 : Others
Proceed —> Step 5
Probe Anticipated Length of Primary Source of Income
5How long do you anticipate to have this source of income?
S1 : 0-6 months          –  Proceed —> Step 6
S2 : 7-12 months        –  Proceed —> Step 6
L1 : 13-24 months      –  Proceed —> Step 6
L2 : 25 + months        –  Proceed —> Step 6
L3 : Ongoing              –  Proceed —> Step 6
Probe Additional Source of Income
6Do you anticipate any additional source of income / funds to resolve the balance?
If CM has an additional source of income                    –        CARE eilgble proceed —> Step 7
If CM does not have an additional source of income   –         Refer Explanation —> Step 8
Update Additional Source of Income and Offer CARE
7“What is the additional source of income/funds you will be relying to resolve the account ?
Yes – Update Additional SOF type code below & Proceed —> Offer CARE
DI : Disability
IH : Inheritance
PC : Salary / Paycheck
SV : Retirement
SE : Severence
SS : Social Security
UE – Unemployment
D5 : Others
      
CARE eligibility based on Primary Income
8 1. No Additional Income BUT CM provides an  “Ongoing – L3”  Primary Income Source to resolve the balance, ask:
 Would you be able to resolve the balance using (Primary source of income)?
    YES —> Offer CARE
   No —> CARE Not eligible
 2. No Additional Income, (primary income duration more than or equal to hard ship duration) probe if balance will be resolved with  Primary Income Source 
“Would you be able to resolve the balance in the next (S1/S2 months or L1/L2 months) using (Primary source of income)?
YES —> Offer CARE
No —>  CARE ineligible

Source of Income DurationAdditional IncomeNext StepCARE Amount Qualified
S1: 0-6Months
S2: 7-12 Months
L1: 13-24 Months
L2: 25+ Months
L3: Ongoing
YOFFER CARECMPD & CMPR
L2: 25+ Months
L3: Ongoing
NProceed Point # 8, first question. If yes, offer CARECMPD & CMPR
S1: 0-6 Months
S2: 7-12 Months
L1: 13-24 Months
NProceed Point # 8, first question. If yes, offer CAREBalance divided by S1, S2 or L1

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