Transfers FAQs

Question: Can a child be added to the transfer list before they are allocated? 

Answer: No, by definition, transfers are for children already allocated to a service or program and awaiting an opportunity for an alternative service or program. For unallocated children, preferences should be updated to reflect the families changing preferences.  

Question: Can I process same day transfers

Answer: Yes. To process a same day transfer, select today's date in the allocation engine when allocating the child to the new spot. The transfer must be accepted in order to be processed, therefore we recommend that you accept the transfer on the families behalf by using the TY/NY - ACCEPT OR REJECT TRANSFER quick action button. An automation runs every 15mins which will then allocate the transfer within 15mins. 

Question: How can I change the transfer date for a child?

Answer: The transfer date for a child is selected in the allocation engine at the time of allocation. By default this is set to the next Sunday however this can be overridden before committing the transfer allocation. Should there be a need to change the transfer date after allocation please contact your CSM who will be able to support this change.  We are considering further development to release this feature to all users in the future. (Note for CSMs, the date of a transfer can be updated by changing both the allocation hold date and the transfer date in the child record. All changes must be today or beyond )

Question: How will our services with a license (council operated or limited license) know that a transfer has occurred (either departing or gaining)?

Answer: On the transfer date for a child, the transfer will automatically be actioned such that the child's allocated service and group will be updated. 

On this transfer date the allocation lists in EnrolNow will be updated and the receiving service will be able to see the newly allocated child. 

On this transfer date the departing service will no longer be able to see the child. If Digital SISO is utilised the child will automatically become available in the receiving service and no longer be available in the departing service.  

If advance notice of a transfer is required by services an email will need to be sent by the CRES team to the services impacted (at this stage there is no automation available). 

Question: How will our services with a downstream connection know that a transfer has come to their service?

Answer: When the transfer offer is accepted by a family (prior to it taking effect), the child and parent will be created in the Downstream CRM. The following fields are updated to create visibility that a child is a transfer child

*Note: Program name will be concatenated with the Service Name if the upstream allocates to program. Program details such as current program allocated and current program details will also be populated.

For more information on this, please see our Transfers Downstream article.

Question: How will our services with a downstream connection know that a transfer has come to their service?

Answer: The child will remain with their current allocation in the Downstream service until the transfer date. This will ensure that Downstream services can continue to access enrolment records and manage day to day operations (eg. SISO) for the child. On the transfer date, the child will be marked as care no longer required as per standard process.

For more information on this, please see our Transfers Downstream article.

Question: How will our services who receive allocation reports know that a transfer has occurred (either departing or gaining)?

Answer: On the transfer date for a child, the transfer will automatically be actioned such that the child's allocated service will be updated. 

On this transfer date reports associated with the departing service will automatically be updated with a status of Care no Longer Required. If you have automations in place for a trigger email to be sent to the services when children are updated to Care no Longer Required then this will be triggered. 

On this transfer date reports associated with the receiving service will automatically be updated with a new Offer Accepted child. If you have automations in place for a trigger email to be sent to the services when children are updated to Offer Accepted then this will be triggered.

If advance notice of a transfer is required by services an email will need to be sent by the CRES team to the services impacted (at this stage there is no automation available).

Question: What will the status of a child be throughout the transfer process? 

Answer: A new data field has been added to EnrolNow to support the status of transfers. This field is named TY / NY Transfer Request. This field will update as follows: 

• Active Request: A transfer request has been submitted however the transfer has not been achieved as yet
• Transfer Pending: A transfer has been actioned with a future transfer date, no response has been received to accept or reject the transfer
• Transfer Accepted: A transfer has been actioned with a future transfer date, the transfer has been accepted and will be automatically processed on the transfer date. 
• Inactive: A transfer has been actioned however the transfer date has passed and no response was received from the family to accept or reject. 

Throughout the transfer process there will be no change to the status of the child or their allocation. For example, if the child was already allocated at the departing service with a status of "Offer Accepted" this will remain OR if the child was already "Enrolled" this will remain. 

Question: How can I support a group swap for two children (eg. Sally wants to move to from Blue to Green group whilst Bill wants to move from Green to Blue group), when both groups are at capacity

Answer: There are two options for how to approach this

1. Update the preferences held for both children (returning them to the waitlist) and immediately re-allocate both to the groups, or
2. Temporarily increase capacity for both groups and process the transfer requests. After completing the transfer, reduce the capacity back to original levels.

Question: What will happen to a transfer if a child is updated to Care No Longer Required? 

Answer: When a child is updated to a status of Care No Longer Required any Active Request will automatically be cancelled. 

When a child is updated to a status of Care No Longer Required any Pending Transfers or Accepted Transfers will remain in place and take effect on the Transfer Date as planned. A task will be triggered to the child owner to advise them of this and to check if the transfer should be cancelled.

Question: How can an transfer request be cancelled?

Answer: For a family who has submitted a transfer request, for which they no longer wish to be considered, the request can be cancelled by selecting the inactivate transfer request button for either This Year (TY) or Next Year (NY) on the child record. 

Question: How can an active transfer be cancelled?

Answer: To cancel an active transfer the status of the status of the Allocation Hold should be updated to "Rejected"

Question: What happens if a family rejects a transfer offer?

Answer: If a family rejects a transfer offer 

• the Allocation Hold will be updated with a status of Rejected
• the capacity in the allocation engine will no longer reflect a hold for the gaining service 
• The child's profile will be updated to clear all transfer data
• The child will continue to hold their allocation as perviously held (no change to status of allocation). 

If required, an automation can be set up to send a confirmation of this rejection to the family.

Question: What happens if a transfer offer is not accepted or rejected before the transfer date

Answer: If a family transfer offer is not accepted or rejected before the transfer date

• the Allocation Hold will be updated with a status of Inactive
• the capacity in the allocation engine will no longer reflect a hold for the gaining service 
• The child's profile will be updated with a Transfer Request of Inactive
• The remaining transfer data (Transfer Date and Transfer Pending details) will remain available for reporting an automation purposes. 
• The child will continue to hold their allocation as perviously held (no change to status of allocation). 

Note: the remaining transfer data (transfer pending details and transfer date will be cleared in the future if a new transfer request is received).