TCM0138420 - Miscellaneous (P to V): CES - Income Support
Note: You mustn’t check DCI for the benefit start and end dates. The dates held on DCI relate to the date that DCI received that start or end date. In the majority of cases, this won’t relate to the actual benefit start and end dates.
If you need to phone the local office, you can use DCI to trace the DWP office code.
How to trace the Local Office code using DCI
How to use CES to confirm start and end dates for Income Support
How to trace the Local Office code using DCI
Step 1
Use the MFS server to access the DCI service
- enter the customer’s NINO in the Next Item field
- enter ‘DCI001’ in the Next Dialogue field
- select [ENTER]. The VIEW DCI RECORD - PERSONAL DETAILS screen will display
Note: You must ensure that the personal details you’re viewing relate to the person that is held on the tax credits computer. If the person held on DCI isn’t the same person that’s held on the tax credits computer under that NINO, you must complete an M1 referral form (Word 101KB).
- select [F2]. The VIEW DCI RECORD - BENEFIT INFORMATION screen will display
- obtain the local office code from the top part of the screen under the heading Clerical Records (next to the Income Support At field)
Note: The code can be obtained from the DWP Office Information list.
then
- Dial ‘0’ for the operator and ask for the local office, using the code obtained.
How to use CES to confirm start and end dates for Income Support
Note: For additional help you can view a copy of an Income Support screen print (Word 28KB).
Step 2
Use the MFS server to access the CES system
- enter ‘CE001’ in the Next Dialogue field
- select [ENTER]. The CES - PROMPT screen will display
- enter the following information
- Target System - enter ‘ISL’
- Owning Office - enter ‘101110’
- NINO - enter the customer’s NINO
- Customer Surname - enter the first three characters of the customer’s surname
then
- select [ENTER]. The CES - SELECT DIALOGUE screen will display.
Step 3
In the CES - SELECT DIALOGUE screen
- enter ‘Y’ in the IS500 field
- select [ENTER]
- If either of the following messages appear, you won’t be able to use CES to confirm the start and end dates
‘Claim Held Clerically’
- refer to the guidance you were following and take no further action in this guidance.
‘Record Not Found’
- select [F2]. The DCI TRACE screen will display
- select [F2]. The CES - SELECT DIALOGUE screen will re-display
- enter ‘Y’ in the IS500 field
- select [ENTER]. The EVIDENCE ENQUIRY PICK LIST screen will display.
Step 4
In the EVIDENCE ENQUIRY PICK LIST screen, check the status
- If the claim shows as ‘DORMANT’, go to Step 5.
- If the claim shows as ‘LIVE IN PAYMENT’
- enter ‘Y’ in the Claim and Evidence Summary field
- select [ENTER] key, The ENQUIRY - CLAIM AND EVIDENCE SUMMARY screen will display
Note: You should check that the record displayed relates to the person held on the tax credits computer.
- check what information is displayed in the Effv/Date of claim field (second line down from top of the screen, on the left)
Step 5
If the record is shown as ‘DORMANT’
- select [END]. The CES - PROMPT screen will display (the details you entered previously will be displayed on the screen)
- select [ENTER]
- enter ‘Y’ in the IS503 field
- select [ENTER]. The EVIDENCE / AWARD SUMMARY (1) screen will display and the start date of the Income support entitlement will be displayed against the CLAIM DATE field (top left hand corner of the screen)
- take no further action.
Step 6
Check for an entitlement end date. To do this
- select option IS503, if you aren’t already there. The EVIDENCE / AWARD SUMMARY (1) screen will display
- make a note of the date displayed in the DISPLAYED field (fourth line down on the screen, on the right hand side)
Step 7
If there isn’t a date displayed in the NEXT field, you need to confirm the end date. To do this
- enter a date (the day after the date shown in the DISPLAYED field) in the REQD DATE field (this is at the bottom of the screen on the left)
- select [F20] ([Shift] and [F8] together)
- If the screen re-displays with blank award figures and the following message, the date shown in the DISPLAYED field will be the entitlement end date
‘Claim did not exist on the required date’
- take no further action.
- If the screen doesn’t re-display with blank figures, the benefit has not ended, take no further action.
Step 8
If there’s a date displayed in the NEXT field, you’ll need to confirm the end date. To do this
- enter the date that is displayed in the NEXT field in the REQD DATE field (this is at the bottom of the screen on the left)
- select [F20] ([Shift] and [F8] together)
Step 9
Where the screen re-displays with the message ‘C9520’
- enter the date that is displayed in the NEXT field in the REQD DATE field (at the bottom of the screen, on the left)
- select [F20] ([Shift] and [F8] together)
- If the NEXT field displays blank, go to Step 10.
- If the screen re-displays the message ‘C9520 The items highlighted differ from the previous dates display’, repeat this step again.
Step 10
Where the NEXT field displays blank, determine the IS entitlement end date. To do this
- make a note of the date shown in the DISPLAYED field (at the top of the screen)
- use this date as the Income support entitlement end date.
Note: If any of the information held on CES is unclear or confusing or there appears to be a break in entitlement, contact the relevant Local Office for confirmation.