Education Maintenance Allowance

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Processing Issues

Reviewing the ‘History Screen’ of an EMA Application (steps in each stage of the process)

    School EMA Coordinators/Administrators should always refer to the applicant’s ‘history screen’ when an issue or problem occurs with the application. This is because the ‘history screen’ provides information on what has occurred at each stage of the process and can provide recommendations for schools to take to resolve the issue.

    To review the history of an application:

    1. Select ‘Application’ from the Menu Bar of the EMA web system
    2. Select ‘Search by Applicant’
    3. Key in the applicant’s surname and first name
    4. Click ‘Current Applicants’ and click the ‘Search’ button
    5. Click the ‘Surname’ hyperlink (this is either in blue or purple in the search result box), this will bring you into the Application Screen
    6. Click the ‘History’ button located in the top right hand corner - this will display the full history of the application

    Note: This is a very important step. Schools should always remember to check this first in any instances before contacting the DEECD support line or Head Office for assistance.

    Steps for processing issues on EMA Applications

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    ISSUE 1: Hold Payments

    There are three ways that an application can be placed on Hold:

    • By the School
      • Hold Payment (School)
      • Hold Payment (Adjustment Up)
      • Hold Payment (Awaiting Cancellation)
    • By Corporate Services (Head Office)
      • Hold Payment (Head Office)
    • By the System
      • Hold Payment (CASES21)
      • Hold Payment (Duplicate)


    Issue 1.1: Hold Payment (Schools)

    This indicates that an application has been placed on hold by the corresponding school for further internal investigation. The duration that an application can be placed on hold by the school is unlimited. The relevant school can release the application for payment (see Issue 2: Releasing an application).


    Issue 1.2: Hold Payment (Adjustment Up)

    This takes place when an adjustment is made to an existing application after a payment has been made to this applicant (see step for Adding a second or third child to an application after a payment has been processed of Processing Period 1 Applications).


    Issue 1.3: Hold Payment (Awaiting Cancellation)

    This indicates that a school has cancelled an application which currently has a “live” cheque attached to it. The application will not be cancelled until the “live” cheque has been returned and cancelled by Corporate Service Division in the EMA web system (see Issue 3: Returned Cheques).


    Issue 1.4: Hold Payment (Head Office)

    This indicates that an application has been placed on hold by someone within Corporate Services Division and will show a message only on the Corporate Services Division ‘EMA homepage’. A reason/note for placing an application on ‘Hold Payment (Head Office)’ must be added to the application and the school notified as to the reason for placing this application on hold.


    Issue 1.5: Hold Payment (CASES21) - applies only to Government Schools

    This is to indicate that an application has been placed on hold by the system because the data from the schools most recent CASES21 upload differs to that in an “open” EMA web system application. To release the application placed on a Hold Payment (CASES21) refer to Issue 2: Releasing an application. This is the only time a school can release an application without Head Office involvement.

    The following are examples of such cases:

    Example 1 - Student John Smith is attached to an EMA application with his younger sibling Joan. In the latest CASES21 upload, the system places the application on ‘Hold Payment (CASES21)’ to indicate to the relevant school that the data differs in CASES21 from the EMA web system. It is found that John has recently left the school and is now attending another school. As John has left the school, the school needs to delete him from the application and then release the application for Joan to be paid.

    To do so, schools should:

    1. Review the application’s ‘History Screen’ to determine the reason for the hold status
    2. Check and confirm that the student has left the school
    3. Delete the student (see Step 5.2: Deleting a student of Processing Period 1 Applications)
    4. Click the ‘Save’ button (to be assured that the updated information has been saved in the EMA web system)
    5. Then change the status of the application to ‘Release Application’ so that payment can be made for the other sibling (see Issue 2: Releasing an application)


    Example 2 - Student John Smith is attached to an EMA application with the DOB of 20/11/1998. In the most recent CASES21 upload Student John Smith’s DOB is 20/10/1998. The system places the application on ‘Hold Payment (CASES21)’ to indicate to the relevant school that the data differs in CASES21 from the EMA web system. It is the responsibility of the relevant school to investigate and take any further action that may be required.

    To do so, schools should:

    1. Review the application’s ‘History Screen’ to determine the reason for the hold status
    2. Check the DOB to make sure the details are correct
    3. If the DOB is correct on the CASES21 database, save the application by clicking the ‘Save’ button (to be assured that the updated information has been saved in the EMA web system)
    4. Then change the status of the application to ‘Release Application’ for payment (see Issue 2: Releasing an application) - if the application has not been endorsed for payment (see Step 13: Endorsing applications), please ensure that is this done so that payment can be made


    Issue 1.6: Hold Payment (Duplicate)

    This indicates that there are two or more EMA applications with the same student details on them. The EMA web system runs a duplicate checker process overnight searching for student(s) that may be on two or more applications across differing schools.

    Schools will often contact Corporate Services to find out the reasons why an application has been placed on ‘Hold Payment (Duplicate)’.

    There are three main scenarios why this may happen:

    1. Either one of the schools recognises that the duplicate student(s) is no longer registered at the school
    2. There are two students with identical details - this is done by Head Office
    3. The students may be twins and are at different schools - this is done by Head Office

    Note: Scenarios 2 and 3 is done by Head Office. Schools cannot action anything until Head Office has resolved the issue; therefore no action is required from schools until this is done.


    Scenario 1 Examples:

    Example 1 - If a school has realised once they have logged into the EMA web system that a student has left their school and their application has come up as a ‘Hold Payment Duplicate’, they should take the following action:

    Action - The school (where the student has left) needs to delete (see steps for Deleting a student in Processing Period 1 Applications) the student from the EMA application (if more than one student on the application) or cancel (see steps for Cancelling an application in Processing Period 1 Applications) the application from the system (if there is only one student on the application).


    Example 2 - If a school has realised once they have logged into the EMA web system that a student transferred to their school from another school, they should take the following action:

    Action - The school whereby the student has transferred to needs to contact the student’s previous school to delete (see steps for Deleting a student in Processing Period 1 Applications) the student from the EMA application or cancel (see steps for Cancelling an application in Processing Period 1 Applications) the application from the system.

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    ISSUE 2: Releasing an application

    ‘Release application’ status means that the hold application has been released. This could mean that the application may or may not have been endorsed, therefore schools will need to check the history of the application to confirm if the application needs to be endorsed.

    To release an application:

    1. Select ‘Application’ from the Menu Bar of the EMA web system
    2. Select ‘Search by Applicant’
    3. Key in the applicant’s surname and first name
    4. Click ‘Current Applicants’ and click the ‘Search’ button
    5. Click the ‘Surname’ hyperlink (this is either in blue or purple in the search result box), this will bring you into the Application Screen
    6. Click the downward arrow at the side of the Status Bar
    7. Select ‘Release Application’ from the Status Bar
    8. Click the ‘Save’ button

    Note: Schools can release an application for payment once they have investigated the error/hold status by reviewing the history of the application to see each stage of the application process (see Reviewing the history of an application).

    Important Action: Once the application has been released you will need to endorse the application - if it hasn’t already been done so (see Step 13: Endorsing applications of Processing Period 1 Applications). However, schools cannot release a ‘Hold Payment (Duplicate)’.

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    ISSUE 3: Returned Cheques

    When a cheque is either lost or returned, there are procedures in place as outlined below to cancel and re-issue these cheques. Schools will need to initiate the cheque return process on the EMA web system, by changing the status of the application to ‘Cheque Returned’.

    A cheque may be returned for the following reasons:

    • Between being printed by Westpac and being received at the school(s)
    • Applicant cannot be located or child (or children) has moved to another school
    • Incorrect amount or applicant’s name is incorrect (i.e. name of child rather than applicant)
    • Applicant is deceased or incarcerated


    To change the status to ‘Cheque Returned’:

    1. Select ‘Application’ from the Menu Bar of the EMA web system
    2. Select ‘Search by Applicant’
    3. Key in the applicant’s surname and first name
    4. Click ‘Current Applicants’ and click the ‘Search’ button
    5. Click the ‘Surname’ hyperlink (this is either in blue or purple in the search result box), this will bring you into the Application Screen
    6. Click the downward arrow at the side of the Status Bar
    7. Select ‘Cheque Returned’ from the Status Bar
    8. Enter the ‘cheque number and reason’ for the cheque return (i.e. applicant is deceased, etc.)
    9. Click the ‘Save’ button

    Note: Only cheques with an incorrect amount or name or is damaged need to be re-issued.

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    ISSUE 4: Lost Cheques

    When a cheque is either lost or returned, there are procedures in place as outlined below to cancel and re-issue these cheques. Schools will need to initiate the ‘lost cheque’ process on the EMA web system by changing the status of the application to ‘Cheque Lost’.

    A cheque may have been lost:

    • By the school or parent
    • By a bank or between being printed by Westpac and being received at the school(s)


    To change the status to ‘Cheque Lost’:

    1. Select ‘Application’ from the Menu Bar of the EMA web system
    2. Select ‘Search by Applicant’
    3. Key in the applicant’s surname and first name
    4. Click ‘Current Applicants’ and click the ‘Search’ button
    5. Click the ‘Surname’ hyperlink (this is either in blue or purple in the search result box), this will bring you into the Application Screen
    6. Click the downward arrow at the side of the Status Bar
    7. Select ‘Cheque Lost’ from the Status Bar
    8. Click the ‘Save’ button

    Note: A ‘Cheque Lost’ status will automatically be set to re-issue by the EMA web system. Once the original cheque is cancelled through the EMA web system by the Department Corporate Services Division, the new cheque can then be re-issued.

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    ISSUE 5: EFT rejections/errors

    ‘EFT rejections/errors’ occurs when a payment to a nominated Westpac and non-Westpac bank account has failed, for reasons such as invalid BSB number or invalid account number. An EFT payment may be rejected after being submitted to Westpac where:

    • The BSB number is not valid
    • The Account Number is not valid
    • It is not an existing Bank Account

    A link is provided on the EMA web system homepage for schools to indicate how many rejections are currently outstanding (Application status is ‘EFT Rejected’) for the period. Schools can click on the link which will display the Applicant Search and Review screen showing a list of all the applications with ‘EFT Rejected’ status.

    A school can also run an ‘Outstanding EFT Rejections’ report which provides a hard copy of the applicant’s details. This is a more reliable than checking for the details on the homepage.

    Schools are advised to check the bank details on the parent’s application form:

    1. If it is the same as what was entered into the EMA web system, schools will need to contact the parent stating that the bank details provided was incorrect and they need to confirm the details
    2. If the bank details were different to what was entered into the system, schools should re-enter the correct details in the EMA web system and resubmit for EFT


    Issue 5.1: Resubmit for EFT

    When an application has had the BSB or Account number updated in the system (after a rejection or admin error), the status of the application needs to be changed to ‘Resubmit for EFT’ so that a payment can be made. This will need to be done by the School EMA Coordinator/Administrator.

    Important: Once the details are saved, this will submit the application into the next payment run. If the payment is successful the school will receive their portion of the EMA funds.

    To change the status to ‘Resubmit for EFT’:

    1. Select ‘Application’ from the Menu Bar of the EMA web system
    2. Select ‘Search by Applicant’
    3. Key in the applicant’s surname and first name
    4. Click ‘Current Applicants’ and click the ‘Search’ button
    5. Click the ‘Surname’ hyperlink (this is either in blue or purple in the search result box), this will bring you into the Application Screen
    6. Click the downward arrow at the side of the Status Bar
    7. Select ‘Resubmit for EFT’ from the Status Bar
    8. Click the ‘Save’ button

    Note: Once a parent’s bank details have been entered into the EMA web system, this information does not need to be re-entered into the system each year (if the bank details are unchanged) and the application can be simply copied across to future years if the applicant applies for the EMA.

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    ISSUE 6: Changing a student’s date of birth (DOB) or year level

    This situation is usually discovered when the student’s age has been incorrectly stated as 16 in their records.

    To change the date of birth (DOB) or year level: (Government Schools)

    1. Firstly amend the date of birth and year level in CASES21 (Admin)
    2. Run the CASES21 Administration task: ‘Student / Export Import Data / EMA / Periodically Export EMA Details’
    3. Wait 24 hours for the EMA web system to process the information
    4. Select ‘Application’ from the Menu Bar of the EMA web system
    5. Select ‘Search by Applicant’
    6. Key in the applicant’s surname and first name
    7. Click ‘Current Applicants’ and click the ‘Search’ button
    8. Click the ‘Surname’ hyperlink (this is either in blue or purple in the search result box), this will bring you into the Application Screen
    9. Click the ‘Save’ button (to be assured that the updated information has been saved)

    To change the date of birth (DOB) or year level: (Non-Government Schools)

    1. Select ‘Application’ from the Menu Bar of the EMA web system
    2. Select ‘Search by Applicant’
    3. Key in the applicant’s surname and first name
    4. Click ‘Current Applicants’ and click the ‘Search’ button
    5. Click the ‘Surname’ hyperlink (this is either in blue or purple in the search result box), this will bring you into the Application Screen
    6. Midway down the screen, select the student by ticking the square box next to the student’s name
    7. Click the ‘Modify’ button (which is to the right of the screen)
    8. Amend the student details
    9. Click the ‘Save’ button (to be assured that the updated information has been saved)

    NOTE: The status may change to ‘Hold Payment - Adjustment Up’ once you save the changes (see Issue 1.2: Hold Payment (Adjustment Up)).