Disability Tax Credit Assistance Program

The purpose of this procedure is to ensure that:

• members requesting DTC assistance receive timely contact and support;
• the DTC Manager has the information needed to assist applicants;
• CitySoft accurately reflects the current status of every request;
• open requests are reviewed regularly;
• approved applications are correctly closed; and
• unanswered or overdue files are escalated appropriately.

This procedure applies to both English and French DTC assistance requests submitted through the CanPKU+ website.

DTC Manager

Current DTC Manager: Frances Hurst

The DTC Manager works directly with members who submit requests for assistance.

• Contacts applicants after a request is received.
• Provides information and assistance with the DTC process.
• Supports applicants in completing the working spreadsheet.
• Advises the Administrator when milestones have been reached.
• Responds to requests for updates on open files.
• Typically handles English requests but may be asked about English and French files.

CanPKU+ Administrator

• Monitors new DTC assistance submissions.
• Updates the Admin ONLY section in CitySoft.
• Records information received from the DTC Manager.
• Reviews open files approximately once each month.
• Requests status updates from Frances.
• Manages DTC Quality Control reminder tasks.
• Escalates unanswered requests when required.

Members may be directed to the CanPKU+ DTC Support page for information and guidance on completing the process independently.

To access this page, the member must:

• have a current paid CanPKU+ membership; and
• be signed into the CanPKU+ website.

If the member cannot access the page, first confirm their membership status and website login.

4.1 Request Received

A member submits a request using one of the following forms:

• English: Disability Tax Credit - Member Request for assistance
• French: Crédit d'Impôt pour Handicapés - Demande d'assistance pour les membres

4.2 Initial Contact

1. Frances should contact the applicant after each request arrives.
2. The target is to make initial contact within seven days whenever possible.
3. Frances should copy the Administrator on the initial communication.
4. The Administrator uses the copied email to update the appropriate Admin ONLY fields.

4.3 Spreadsheet Completion

When the DTC working spreadsheet is complete, Frances must advise the Administrator.

The Administrator then updates the CitySoft record to show that the spreadsheet has been completed and records any related dates or milestone information supplied by Frances.

Method 1: View Submissions

1. Open the administrative side of the CanPKU+ website.
2. Go to Forms.
3. Select View Submissions.
4. Use the view box to locate DTC requests.
5. Filter by preferred status when required.

This method is useful when checking the database for open DTC requests as a batch.

Method 2: Open Through View Forms

1. Go to Forms.
2. Select View Forms.
3. Scroll to the required English or French DTC form.
4. Click the name of the form.

The available options include:

• Edit Form
• Customize Form
• View Form Submissions
• View Form Page

5. Select View Form Submissions.
6. Locate the applicant.
7. Click Submission beside the applicant's name.
8. Review the full request.
9. Open the Admin ONLY section to make administrative updates.

The Admin ONLY section contains the internal workflow information used to monitor each request.

Information may include:

• support person assignment;
• whether the support person has been notified;
• whether the applicant has been contacted;
• whether communication has been established;
• spreadsheet preparation and completion;
• application preparation;
• physician or nurse practitioner steps;
• CRA submission information;
• requests for clarification;
• denial and objection information;
• Tax Court steps;
• approval;
• renewal information; and
• consent to retain information.

Overall Submission Status

The overall submission status must reflect the actual stage of the file.

Do not mark the file Approved merely because:

• the spreadsheet is complete;
• CanPKU+ has completed its portion;
• the physician or nurse practitioner has completed forms;
• the application has been sent to CRA; or
• the file is awaiting a decision.

CitySoft generates reminders for open DTC files. These tasks are labelled:

When CitySoft is functioning correctly, the reminder is received by:

• Frances Hurst; and
• the CanPKU+ Administrator.

Administrator Response to a Reminder

The Administrator may:

• handle the required update immediately; or
• record the activity for follow-up.

Monthly Review

Approximately once each month, the Administrator should:

1. review all DTC submissions marked Submitted or In Progress;
2. identify files without recent updates;
3. send Frances a consolidated email requesting current information;
4. update CitySoft based on her response; and
5. retain the reminder task while the file remains open.

Removing Reminder Tasks

A DTC Quality Control reminder may be deleted when:

1. the Admin ONLY section confirms that the applicant has received DTC approval;
2. the overall submission status has been changed to Approved; and
3. no further active follow-up is required.

If the Administrator is not receiving responses from Frances after follow-up requests, the outstanding files must be escalated.

1. Escalate to the Chief Operating Officer.
2. If there is no COO, escalate to the Chief Executive Officer.

The escalation should identify:

• the applicant or file requiring an update;
• the current CitySoft status;
• the date of the most recent known activity;
• the dates follow-up requests were sent; and
• the information still required.

The purpose of escalation is to ensure that no member request is overlooked and that the official CitySoft record remains accurate.

• CanPKU+ DTC Support Page for Members
• English DTC Member Request for Assistance Form
• French DTC Member Request for Assistance Form
• CanPKU+ Administration: Applications - DTC Admin ONLY Tab reference
• DTC working spreadsheet and supporting materials