Actioning Business Hub requests 101-20073121

Requests for enhanced IM are submitted by referring authorities through the Business Hub.

The IMCO can view all requests sent by a referring authority by going to the Third Party Information Summary Organisation (TPISO) screen in Customer First.

Note: the TPISO screen must only be viewed in Environment B. If an attempt is made to view via any other system or environment, the information shown may be incomplete or incorrect.

To search for a request on the TPISO screen, complete the following fields:

• Application Type: select Welfare Payment Reform
• Business Function: select Cape York
• Information Type: select the desired search function from the drop down list
• Status: select the desired search function. For example, Pending, Processed, Unprocessed

or:

• Organisation CRN: enter the Organisation Customer Reference Number (CRN) for the referring authority
• Date Range: enter the desired date range

Select Search.

To view any request, including detailed information within the request, select the hyperlink text under the Information Type heading.

To action an:

• unprocessed Mutual Client search, go to Step 4
• unprocessed Personal Information Disclosure eligibility check, see Table 2
• unprocessed or auto processed Notice to Commence for enhanced Income Management, see Enhanced Income Management (enhanced IM) processes for Income Management Contact Officers
• unprocessed or auto processed continuation Notice, see Table 3
• unprocessed or auto processed Notice To Revoke enhanced Income Management, see Table 4

In some cases, when the referring authority undertakes a Mutual Client search, it results in a no match. The referring authority will then refer it to Services Australia for follow up.

The IMCO will investigate the request and provide a response to the referring authority.

A Mutual Client search that has returned a no match will show as unprocessed.

To view all unprocessed Mutual Client searches submitted by the referring authority:

• go to the TPISO screen
• complete the following fields:
• Information Type: select Find Mutual Client
• Date Range: enter the desired date range
• Status: select Unprocessed
• Select Search

A list of results will show for this period.

Go to Step 5.

• Select the Find Mutual Client hyperlink text in the Information Type column for the unmatched customer. This will load the Find Mutual Client screen
• This screen shows the details entered into the Business Hub by the referring authority to locate a customer. Take note of the Mutual Client Summary details on the screen
• Go to the Index (IN) screen to conduct an Index Search in Customer First for this person, using details from the Mutual Client Summary details (such as the person’s first name, last name, and date of birth)
• Tip: 2 Customer First windows can be opened on 2 separate screens

Has the customer been identified via the Index Search?

• No, go to Step 6
• Yes, go to Step 7

Remain on the TPISO screen and return to the original unprocessed Find Mutual Client hyperlink for the unmatched customer.

In the Record Outcome section of the Find Mutual Client screen:

• select no as the response to the question Did you uniquely match the Client?
• add any additional notes
• tick the declaration box and select Submit

An Advice Outcome will be sent to the referring authority via their daily report (delivered the next business day) automatically, indicating that the client has not been matched to Services Australia.

Procedure ends here.

Remain on the TPISO screen and return to the original unprocessed Find Mutual Client hyperlink for the unmatched customer.

In the Record Outcome section of the Find Mutual Client screen:

• select yes as the response to the question Did you uniquely match the Client?
• key in the CRN and add any additional notes
• tick the declaration box and select Submit

An Advice Outcome will be sent to the referring authority through the daily report (delivered the next business day) automatically, indicating that the client has been matched to Services Australia.

A PID will also be sent to the referring authority through the Business Hub as part of this process.

The PID is an exchange of information from Services Australia to the FRC. The PID provides the referring authority the information required to make a decision about whether the customer is eligible for enhanced IM and whether it may be appropriate for the mutual client.

To search for a PID, go to the Third Party Information Summary Organisation (TPISO) screen in Customer First.

Complete the following fields:

• Application Type: select Welfare Payment Reform
• Business Function: select Cape York
• Information Type: select Personal Information Disclosure
• Date Range: enter the desired date range
• Select Search

A list of PIDs will show for this period.

Select the Personal Information Disclosure hyperlink text in the Information Type column for the relevant PID. This will load the Personal Information Disclosure screen. This screen confirms if the customer is eligible for enhanced IM.

Check the Client Eligibility Status section for the Eligibility Result. If the eligibility result is:

• yes, the PID will be automatically issued to the referring authority through the daily report (delivered the next business day). Procedure ends here
• no, further investigation is required, go to Step 2

Note: the TPISO and Third Party Information (TPIS) screens can be accessed from both the customer's and organisation's record. Any activity that shows on the TPISO screen that is relevant to a specific customer will also show on that customer's record.

If an eligibility check returns a no result, the IMCO must investigate this further and provide a response to the referring authority.

To search for the PID, go to the TPISO screen in Customer First.

Complete the following fields:

• Application Type: select Welfare Payment Reform
• Business Function: select Cape York
• Information Type: select Personal Information Disclosure
• Date Range: enter the desired date range
• Select Search

A list of PIDs will show for this period.

Select the Personal Information Disclosure hyperlink text, in the Information Type column for the relevant PID. This will load the Personal Information Disclosure screen.

Go to Step 3.

When entering the customer record in Customer First, a Sensitive Data Warning displays. This advises that access to the record is restricted, with instructions on how to request access if needed.

If a customer has Restricted Access on their record, a manual check of eligibility cannot be done at this stage.

Is the customer a Restricted Access customer?

• Yes, go to Step 4
• No, go to Step 7

The Restricted Access Team can consider temporarily lifting Restricted Access to disclose personal information via Business Hub. They must first:

• do a risk assessment, and
• have the customer's permission to disclose their information

Contact the FRC to:

• advise that a manual check of eligibility could not be done due to Restricted Access, and
• confirm if the customer is aware of the PID request and the intent of the request. If the customer is not aware of the request, ask the FRC if the Restricted Access Team can contact the customer to get their permission to temporarily lift Restricted Access on their record, for the PID to the FRC to be done

Is the customer aware of the request?

• Yes, go to step 5
• No, go to Step 6

Email the Restricted Access Team to request a risk assessment be done to decide if it’s appropriate to temporarily lift the Restricted Access.

Has the Restricted Access Team decided it is appropriate to temporarily lift the Restricted Access on the customer's record?

• Yes, go to step 7
• No, email the FRC to advise that Services Australia is unable to disclose information about the customer for the purpose of determining if they are a ‘community member’ under s7 of the FRC Act. Procedure ends here

Email the Restricted Access Team to request they:

• do a risk assessment to decide if it’s appropriate to temporarily lift the Restricted Access, and
• contact the customer to get their permission to temporarily lift the Restricted Access for a disclosure of information to the FRC to establish if they are eligible for a referral for enhanced IM

Has the Restricted Access Team decided it is appropriate to temporarily lift the Restricted Access on the customer's record?

• Yes, go to step 7
• No, email the FRC to advise that Services Australia is unable to disclose information about the customer for the purpose of determining if they are a ‘community member’ under s7 of the FRC Act. Procedure ends here

Take note of the customer's details on the Personal Information Disclosure screen, then go to the customer’s record.

Complete a manual check of the customer’s eligibility for the CYeIM measure. Check, for example, if the customer:

• or their partner receive a category A welfare payment
• has an excluded Payment Nominee arrangement
• have or are residing in the Cape York and Doomadgee region

For more details on enhanced IM eligibility, see Enhanced Income Management (enhanced IM).

Go to Step 8.

Remain on the TPISO screen and return to the original unprocessed Personal Information Disclosure to load the Business Hub - CY Disclosure of Information screen:

• Select Yes or No as the response to the question Is the client eligible under Cape York Welfare Payment Reform?
• Add information that supports the eligibility outcome in the Notes free text box
• Complete the activity

An Advice Outcome will automatically be sent to the referring authority through their daily report advising the customer's actual eligibility for the enhanced IM program.

Is the customer Restricted Access?

• Yes, email the Restricted Access Team to have Restricted Access reapplied
• No, procedure ends here

The referring authority may lodge a new Notice to Commence enhanced Income Management to extend the customer's CYeIM participation beyond the expiry date for the customer's current enhanced IM Notice.

A continuation Notice is created automatically when a new Notice is received for a customer within 60 days of the expiry date of the customer's current Notice.

Note: the status of the continuation Notice will be inactive because there can only be one active Notice on a customer's record at any given time.

When the customer's current Notice expires, the continuation Notice will become active automatically. Therefore, the customer’s CYeIM participation will continue uninterrupted.

A message will show in the Description column on the Third Party Information Summary Organisation (TPISO) screen. This shows the results of the automated processing, including if the automated process was unsuccessful. If the automated processing was unsuccessful, manual processing will be required.

Was the processing of the continuation Notice completed automatically?

• Yes, procedure ends here
• No, record the continuation Notice manually, go to Step 2

If auto processing fails, manual processing must be completed to record the continuation Notice. Go to Process Direct to add the Notice details manually.

• Go to the Enhanced Income Management Summary (EIMS) screen
• Go to the Cape York box and select Add to create a Notice
• Complete the following fields in the Create Cape York Notice screen:
• Receipt date: start date of continuation Notice is determined based on the End Date of the existing parent Active Notice
• FRC Reference number: enter the FRC reference number
• Status: select inactive
• SmartCard Issuer: TCU or Indue
• Quarantine percentage: select the appropriate percentage from the dropdown list
• Contact: select the appropriate contact from the dropdown list
• End Date: specified by the FRC
• Select Save to finalise the updates
• Add any additional information provided on the Notice, in the Finalise note before finalising the workflow
• Select Finalise to complete the activity

This will place an automated DOC on the customer's record.

Note: if the case worker provided information in the Notice that refers to the reasons why the customer was referred to the enhanced IM Program, the IMCO must contact the case worker to request for the Notice to be re-sent without this information.

The customer's enhanced IM status will be updated on the TPISO screen automatically, and the Notice changed from unprocessed to processed.

An Advice Outcome will be sent to the referring authority through the daily report.

When a referring authority lodges a Revocation of Income Management or enhanced Income Management Notice (revoke Notice) through the Business Hub, the system sends the details to Customer First automatically, and the status of the Notice is set to auto processing. The system will revoke any inactive Notices on the customer's record automatically.

If automatic processing fails, the Notice is set to unprocessed and the rejection reason shows why the Notice could not be revoked.

Where the revoke Notice is not automatically processed, the revoke Notice must be manually recorded:

• search the Third Party Information Summary Organisation (TPISO) screen for unprocessed Revocation of Income Management or enhanced Income Management Notices, and select the relevant Notice from the search results
• An Income Management Contact Officer (IMCO) must edit the status of any Notice from that authority to Revoke in Process Direct. This will end the customer's Cape York enhanced IM. See Ending enhanced Income Management
• An IMCO will run the Child Protection Assessment workflow and update the active Notice to revoked. This will end the customer's Child Protection Income Management and, if applicable will transfer the customer to another Income Management Measure. If the customer is not eligible for a compulsory measure of enhanced Income Management, customers should be offered Voluntary enhanced Income Management if appropriate

Revoking the customer’s Notice will automatically update the status of the Notice on the TPISO screen to processed.

Was the processing of the revoke Notice completed automatically?

• Yes, procedure ends here
• No, update the Notice in the Business Hub manually, go to Step 2

Process Direct:

• Key EIMS in the Super Key
• Cape York Notice field, select the Edit icon under Action
• Status: Revoke
• Record details in the Finalise note modal before finalising the workflow:
• End date requested by:
• Reason:
• Select Finish

Do not record an outcome until a formal decision has been made about revoking the customer’s enhanced IM participation (that is, the revocation has been coded on the customer’s record).

Go to the TPISO screen to find and then select the relevant Notice from the list of search results.

• Scroll to the bottom of the Notice, to the Record Outcome section
• Select Yes as the response to the question Has the client's Income Management been revoked?

Tick the Declaration.

An Advice Outcome will be sent to the referring authority through the daily report (delivered the next business day) automatically, advising that the customer’s enhanced IM participation has been revoked. Procedure ends here.

Requests for enhanced IM are submitted by referring authorities through the Business Hub.

The IMCO can view all requests sent by a referring authority by going to the Third Party Information Summary Organisation (TPISO) screen in Customer First.

Note: the TPISO screen must only be viewed in Environment B. If an attempt is made to view through any other system or environment, the information shown may be incomplete or incorrect.

To search for a request on the TPISO screen, complete the following fields:

• Application Type: select Welfare Payment Reform
• Business Function: select Child Protection
• Information Type: select the desired search function from the drop down list
• Status: select the desired search function. For example, Pending, Processed, Unprocessed

or:

• Organisation CRN: enter the Organisation Customer Reference Number (CRN) for the referring authority
• Date Range: enter the desired date range

Select Search.

To view any request, including detailed information within the request, select the hyperlink text under the Information Type heading.

To action an:

• unprocessed Mutual Client search, go to Step 4
• unprocessed Disclosure of Information eligibility check, see Table 2
• unprocessed or auto processed Notice to Commence enhanced Income Management, see Enhanced Income Management (enhanced IM) processes for Income Management Contact Officers
• unprocessed referral for Voluntary enhanced Income Management, see Table 3
• unprocessed or auto processed continuation Notice, see Table 4
• unprocessed or auto processed Notice to Revoke enhanced Income Management from a Child Protection Authority, see Table 5

In some cases, when the referring authority undertakes a Mutual Client search, it results in a no match. The referring authority will then refer it to Services Australia for follow up.

The IMCO will investigate the request and provide a response to the referring authority.

A Mutual Client search that has returned a no match will display as unprocessed.

To view all unprocessed Mutual Client searches submitted by the referring authority:

• go to the TPISO screen
• complete the following fields:
• Information Type: select Find Mutual Client
• Date Range: enter the desired date range
• Status: select Unprocessed
• Select Search

A list of results will show for this period.

Go to Step 5.

• Select the Find Mutual Client hyperlink text in the Information Type column for the unmatched customer. This will load the Find Mutual Client screen
• This screen shows the details entered into the Business Hub by the referring authority to locate a customer. Take note of the Mutual Client Summary details on the screen
• Go to the Index (IN) screen to conduct an Index Search in Customer First for this person, using details from the Mutual Client Summary details (such as the person’s first name, last name, and date of birth)
• Tip: 2 Customer First windows can be opened on 2 separate screens

Has the customer been identified through the Index Search?

• Yes, go to Step 7
• No, go to Step 6

Remain on the TPISO screen and return to the original unprocessed Find Mutual Client hyperlink for the unmatched customer.

In the Record Outcome section of the Find Mutual Client screen:

• select no as the response to the question Did you uniquely match the Client?
• add any additional notes
• tick the declaration box and select Submit

An Advice Outcome will be sent to the referring authority through the daily report (delivered the next business day) automatically, indicating that the client has not been matched to Services Australia.

Procedure ends here.

Remain on the TPISO screen and return to the original unprocessed Find Mutual Client hyperlink for the unmatched customer.

In the Record Outcome section of the Find Mutual Client screen:

• select yes as the response to the question Did you uniquely match the Client?
• key in the CRN and add any additional notes
• tick the declaration box and select Submit

An Advice Outcome will be sent to the referring authority through the daily report (delivered the next business day) automatically, indicating that the client has been matched to Services Australia.

A DOI will also be sent to the referring authority through the Business Hub as part of this process.

The DOI is an exchange of information from Services Australia to the Child Protection Authority. The DOI provides the referring authority the information required to make a decision about whether the customer is eligible for enhanced IM and whether it may be appropriate for the mutual client.

To search for a DOI, go to the Third Party Information Summary Organisation (TPISO) screen in Customer First.

Complete the following fields:

• Application Type: select Welfare Payment Reform
• Business Function: select Child Protection
• Information Type: select Disclosure of Information
• Date Range: enter the desired date range
• Select Search

A list of DOIs will show for this period.

Select the Disclosure of Information hyperlink text in the Information Type column for the relevant DOI. This will load the Disclosure of Information screen.

This screen confirms if the customer is eligible for enhanced IM.

Check the Client Eligibility Status section for the Eligibility Result. If the eligibility result is:

• yes, the DOI will be automatically issued to the referring authority through the daily report (delivered the next business day). Procedure ends here
• no, further investigation is required. Go to Step 2

Note: the TPISO and Third Party Information (TPIS) screens can be accessed from both the customer's, and organisation's record. Any activity that shows on the TPISO screen that is relevant to a specific customer will also show on the TPIS screen, on that customer’s record.

If an eligibility check returns a no result, the IMCO must investigate this further and provide a response to the referring authority.

To search for the DOI, go to the TPISO screen in Customer First.

Complete the following fields:

• Application Type: select Welfare Payment Reform
• Business Function: select Child Protection
• Information Type: select Disclosure of Information
• Date Range: enter the desired date range
• Status: select Unprocessed
• Select Search

A list of DOIs will show for this period.

Select the Disclosure of Information hyperlink text in the Information Type column for the relevant DOI. This will load the Disclosure of Information screen.

Go to Step 3.

When entering the customer record in Customer First, a Sensitive Data Warning displays. This advises that access to the record is restricted, with instructions on how to request access if needed.

If a customer has Restricted Access on their record, a manual check of eligibility cannot be done at this stage.

Is the customer a Restricted Access customer?

• Yes, go to Step 4
• No, go to Step 7

The Restricted Access Team can consider temporarily lifting Restricted Access to disclose personal information via Business Hub. They must first:

• do a risk assessment, and
• have the customer's permission to disclose their information

Contact the Child Protection Authority to:

• advise that a manual check of eligibility could not be done due to Restricted Access, and
• confirm if the customer is aware of the DOI request and the intent of the request. If the customer is not aware of the request, ask the Child Protection Authority if the Restricted Access Team can contact the customer to get their permission to temporarily lift Restricted Access on their record, for the DOI to the Child Protection Authority to be done

Is the customer aware of the request?

• Yes, go to step 5
• No, go to Step 6

Email the Restricted Access Team to request a risk assessment be done to decide if it’s appropriate to temporarily lift the Restricted Access.

Has the Restricted Access Team decided it is appropriate to temporarily lift the Restricted Access on the customer's record?

• Yes, go to step 7
• No, email the Child Protection Authority to advise that Services Australia is unable to disclose information about the customer for the purpose of determining if they are eligible for enhanced IM and whether it may be appropriate for the mutual client. Procedure ends here

Email the Restricted Access Team to request they:

• do a risk assessment to decide if it’s appropriate to temporarily lift the Restricted Access, and
• contact the customer to get their permission to temporarily lift the Restricted Access for a disclosure of information to the Child Protection Authority to establish if they are eligible for a referral for enhanced IM

Has the Restricted Access Team decided it is appropriate to temporarily lift the Restricted Access on the customer's record?

• Yes, go to step 7
• No, email the Child Protection Authority to advise that Services Australia is unable to disclose information about the customer for the purpose of determining if they are eligible for enhanced IM and whether it may be appropriate for the mutual client. Procedure ends here

Take note of the customer’s details on the Disclosure of Information screen, then go to the customer’s record.

Complete a manual check of the customer’s eligibility for the CPeIM measure. Check, for example, if the customer:

• or their partner receive a category A welfare payment
• has an excluded Payment Nominee arrangement
• have or are residing in a CPeIM location

For more details on CPeIM eligibility, see Child Protection enhanced Income Management.

Go to Step 8.

Remain on the TPISO screen and return to the original unprocessed Disclosure of Information hyperlink to load the Business Hub – Child Protection Disclosure of Information screen.

• Select Yes or No as the response to the question Is the client eligible under Child Protection?
• Add information that supports the eligibility outcome in the Notes free text box
• Complete the activity

An Advice Outcome will be sent to the referring authority through the daily report (delivered the next business day) automatically, advising the customer's actual eligibility for the enhanced IM program.

Is the customer Restricted Access?

• Yes, email the Restricted Access Team to have Restricted Access reapplied
• No, procedure ends here

To search for a referral, go to the Third Party Information Summary Organisation (TPISO) screen.

Complete the following fields:

• Application Type: select Welfare Payment Reform
• Business Function: select Child Protection
• Information Type: select Voluntary Enhanced Income Management
• Date Range: enter the desired date range
• Status: select Unprocessed
• Select Search

A list of referrals will show for this period. Select the relevant referral from the search results and then tick the checkbox declaring I confirm that I have completed the actions required to process this request.

Add any information in the Notes free text box.

Note: Services Australia will not actively follow up with the customer unless the customer initiates the contact as the referral is voluntary.

The referring authority may lodge a new Notice to Commence Income Management or enhanced Income Management to extend the customer’s CPeIM participation beyond the expiry date for the customer’s current enhanced IM Notice.

A continuation Notice is created automatically when a new Notice is received for a customer within 60 days of the expiry date of the customer’s current Notice.

Note: the status of the continuation Notice will be inactive because there can only be one active Notice on a customer's record at any given time.

When the customer's current Notice expires, the continuation Notice will become active automatically. Therefore, the customer’s CPeIM participation will continue uninterrupted.

A message will show in the Description column on the Third Party Information Summary Organisation (TPISO) screen, which will show the results of the automated processing, including if the automated process was unsuccessful. If the automated processing was unsuccessful, manual processing will be required.

Was the processing of the continuation Notice completed automatically?

• Yes, procedure ends here
• No, record the continuation Notice manually, go to Step 2

Check if the notice is from the same referring authority or a different referring authority.

If the Notice is from:

• the same referring authority, go to Step 3
• a different referring authority, the customer is an initiative transfer customer. Go to Enhanced Income Management (enhanced IM) processes for Income Management Contact Officers

If auto processing fails, manual processing must be completed to record the continuation Notice. Go to Process Direct to add the Notice details manually:

• Go to the Enhanced Income Management Summary (EIMS) screen
• Go to the Child Protection and Supporting People at Risk box and select Add to create a Notice
• Complete all the sections by using the information provided, and set the Notice Status to Active
• Select Save to finalise the updates

This will place a DOC on the customer's record.

Add any additional information provided on the Notice in the Annotated Document Text field.

Note: if the case worker provided information in the Notice that refers to reasons why the customer was referred to the enhanced IM Program, the IMCO must contact the case worker to request for the Notice to be re-sent without this information.

Select Finalise to complete the activity.

The customer's enhanced IM status will be updated on the TPISO screen automatically, and the Notice changed from unprocessed to processed.

An Advice Outcome will be sent to the referring authority through the daily report (delivered the next business day) automatically, advising that the customer’s CPeIM period has been extended.

When a referring authority lodges a Revocation of Income Management or enhanced Income Management Notice (revoke Notice) through the Business Hub, the system automatically send the details to Process Direct and the status of the Notice on the Third Party Information Summary Organisation (TPISO) screen will be set to auto processing. Depending on the individual circumstances, the system will automatically revoke any Notice/s (active or inactive) from that referring authority on the customer's record.

If the auto processing fails, the revoke Notice will be set to unprocessed and the rejection reason will show advising why the Notice could not be revoked.

In circumstances where the revoke Notice is not automatically processed, the revoke Notice must be manually recorded:

• Search the TPISO screen for unprocessed Revocation of Income Management or enhanced Income Management Notices, and select the relevant Notice from the search results
• An IMCO will need to edit the status of any Notice from that authority to Revoke, in Process Direct. This will end the customer's Child Protection enhanced IM. Go to Ending enhanced Income Management

Revoking the customer's Notice will automatically update the status of the Notice on the TPISO screen to processed.

Was the processing of the revoke Notice completed automatically?

• Yes, procedure ends here
• No, update the Notice in the Business Hub manually, go to Step 2

Search the TPISO screen for unprocessed revocations of IM.

• Select the relevant Notice from the search results
• Scroll down to the Record Outcome section of the Notice and answer Yes to the question Has the client's enhanced Income Management been revoked?
• Tick the Declaration

An Advice Outcome will be sent to the referring authority through the daily report (delivered the next business day) automatically, advising that the customer’s enhanced IM participation has been revoked.

Procedure ends here.

Requests for enhanced IM are submitted by referring authorities through the Business Hub.

The IMCO can view all requests sent by a referring authority by going to the Third Party Information Summary Organisation (TPISO) screen in Customer First.

Note: the TPISO screen must only be viewed in Environment B. If an attempt is made to view through any other system or environment, the information shown may be incomplete or incorrect.

To search for a request on the TPISO screen, complete the following fields:

• Application Type: select Welfare Payment Reform
• Business Function: select SPaR
• Information Type: select the desired search function from the drop down list
• Status: select the desired search function. For example, Pending, Processed, Unprocessed

or:

• Organisation CRN: enter the Organisation Customer Reference Number (CRN) for the referring authority
• Date Range: enter the desired date range

Select Search.

To view any request, including detailed information within the request, select the hyperlink text under the Information Type heading.

To action an:

• unprocessed Mutual Client search, go to Step 4
• unprocessed Disclosure of Information eligibility check, see Table 2
• unprocessed or auto processed Notice to Commence enhanced Income Management, see Enhanced Income Management (enhanced IM) processes for Income Management Contact Officers
• unprocessed referral for Voluntary enhanced Income Management, see Table 3
• unprocessed or auto processed continuation Notice, see Table 4
• unprocessed or auto processed Notice to Revoke enhanced Income Management from a Supporting People at Risk Authority, see Table 5

In some cases, when the referring authority undertakes a Mutual Client search, it results in a no match. The referring authority will then refer it to Services Australia for follow up.

The IMCO will investigate the request and provide a response to the referring authority.

A Mutual Client search that has returned a no match will display as unprocessed.

To view all unprocessed Mutual Client searches submitted by the referring authority:

• go to the TPISO screen
• complete the following fields:
• Information Type: select Find Mutual Client
• Date Range: enter the desired date range
• Status: select Unprocessed
• Select Search

A list of results will show for this period.

Go to Step 5.

• Select the Find Mutual Client hyperlink text, in the Information Type column, for the unmatched customer. This will load the Find Mutual Client screen
• This screen shows the details entered into the Business Hub by the referring authority to locate a customer. Take note of the Mutual Client Summary details on the screen
• Go to the Index (IN) screen to conduct an Index Search in Customer First for this person, using details from the Mutual Client Summary details (such as the person’s first name, last name, and date of birth)
• Tip: 2 Customer First windows can be opened on 2 separate screens

Has the customer been identified through the Index Search?

• Yes, go to Step 7
• No, go to Step 6

Remain on the TPISO screen and return to the original unprocessed Find Mutual Client hyperlink for the unmatched customer.

In the Record Outcome section of the Find Mutual Client screen:

• select no as the response to the question Did you uniquely match the Client?
• add any additional notes
• tick the declaration box and select Submit

An Advice Outcome will be sent to the referring authority through the daily report (delivered the next business day) automatically, indicating that the client has not been matched to Services Australia.

Procedure ends here.

Remain on the TPISO screen and return to the original unprocessed Find Mutual Client hyperlink for the unmatched customer.

In the Record Outcome section of the Find Mutual Client screen:

• select yes as the response to the question Did you uniquely match the Client?
• add any additional notes
• tick the declaration box and select Submit

An Advice Outcome will be sent to the referring authority through the daily report (delivered the next business day) automatically, indicating that the client has been matched to Services Australia.

A DOI will also be sent to the referring authority through the Business Hub as part of this process.

The Disclosure of Information (DOI) is an exchange of information from Services Australia to the Supporting People at Risk Authority. The DOI provides the referring authority the information required to decide whether the customer is eligible for enhanced IM and whether it may be appropriate for the mutual client.

To search for a DOI, go to the Third Party Information Summary Organisation (TPISO) screen in Customer First.

Complete the following fields:

• Application Type: select Welfare Payment Reform
• Business Function: select SPaR
• Information Type: select Disclosure of Information
• Date Range: enter the desired date range
• Select Search

A list of DOIs will show for this period.

Select the Disclosure of Information hyperlink text, in the Information Type column, for the relevant DOI. This will load the Disclosure of Information screen.

This screen confirms if the customer is eligible for enhanced IM.

Check the Client Eligibility Status section for the Eligibility Result. If the eligibility result is:

• yes, the DOI will be automatically issued to the referring authority through the daily report (delivered the next business day). Procedure ends here
• no, further investigation is required. Go to Step 2

Note: the TPISO and Third Party Information (TPIS) screens can be accessed from both the customer's, and organisation's record. Any activity that shows on the TPISO screen that is relevant to a specific customer will also show on the TPIS screen, on that customer’s record.

If an eligibility check returns a no result, the IMCO must investigate this further and provide a response to the referring authority.

To search for the DOI, go to the TPISO screen in Customer First.

Complete the following fields:

• Application Type: select Welfare Payment Reform
• Business Function: select SPaR
• Information Type: select Disclosure of Information
• Date Range: enter the desired date range
• Status: select Unprocessed
• Select Search

A list of DOIs will show for this period.

Select the Disclosure of Information hyperlink text, in the Information Type column, for the relevant DOI. This will load the Disclosure of Information screen.

Go to Step 3.

When entering the customer record in Customer First, a Sensitive Data Warning displays. This advises that access to the record is restricted, with instructions on how to request access if needed.

If a customer has Restricted Access on their record, a manual check of eligibility cannot be done at this stage.

Is the customer a Restricted Access customer?

• Yes, go to Step 4
• No, go to Step 7

The Restricted Access Team can consider temporarily lifting Restricted Access to disclose personal information via Business Hub. They must first:

• do a risk assessment, and
• have the customer's permission to disclose their information

Contact the Supporting People at Risk Authority to:

• advise that a manual check of eligibility could not be done due to Restricted Access, and
• confirm if the customer is aware of the DOI request and the intent of the request. If the customer is not aware of the request, ask the Supporting People at Risk Authority if the Restricted Access Team can contact the customer to get their permission to temporarily lift Restricted Access on their record, for the DOI to Supporting People at Risk Authority to be done

Is the customer aware of the request?

• Yes, go to step 5
• No, go to Step 6

Email the Restricted Access Team to request a risk assessment be done to decide if it’s appropriate to temporarily lift the Restricted Access.

Has the Restricted Access Team decided it is appropriate to temporarily lift the Restricted Access on the customer's record?

• Yes, go to step 7
• No, email the Supporting People at Risk Authority to advise that Services Australia is unable to disclose information about the customer for the purpose of determining if they are eligible for enhanced IM and whether it may be appropriate for the mutual client. Procedure ends here

Email the Restricted Access Team to request they:

• do a risk assessment to decide if it’s appropriate to temporarily lift the Restricted Access, and
• contact the customer to get their permission to temporarily lift the Restricted Access for a disclosure of information to the Supporting People at Risk Authority to establish if they are eligible for a referral for enhanced IM

Has the Restricted Access Team decided it is appropriate to temporarily lift the Restricted Access on the customer's record?

• Yes, go to step 7
• No, email the Supporting People at Risk Authority to advise that Services Australia is unable to disclose information about the customer for the purpose of determining if they are eligible for enhanced IM and whether it may be appropriate for the mutual client. Procedure ends here

Take note of the customer’s details on the Disclosure of Information screen, then go to the customer’s record.

Complete a manual check of the customer’s eligibility for the SPaReIM measure. Check, for example, if the customer:

• or their partner receive a category A welfare payment
• has an excluded Payment Nominee arrangement
• have or are residing in a SPaReIM location

For more details on SPaReIM eligibility, see Supporting People at Risk (SPaR) enhanced Income Management.

Go to Step 8.

Remain on the TPISO screen and return to the original unprocessed Disclosure of Information hyperlink to load the Business Hub – Supporting People at Risk Disclosure of Information screen.

• Select Yes or No as the response to the question Is the client eligible under Supporting People at Risk?
• Add information that supports the eligibility outcome in the Notes free text box
• Complete the activity

An Advice Outcome will be sent to the referring authority through the daily report (delivered the next business day) automatically, advising the customer's actual eligibility for the enhanced IM program.

Is the customer Restricted Access?

• Yes, email the Restricted Access Team to have Restricted Access reapplied
• No, procedure ends here

To search for a referral, go to the Third Party Information Summary Organisation (TPISO) screen.

Complete the following fields:

• Application Type: select Welfare Payment Reform
• Business Function: select SPaR
• Information Type: select Voluntary enhanced Income Management
• Date Range: enter the desired date range
• Status: select Unprocessed
• Select Search

A list of referrals will show for this period. Select the relevant referral from the search results and then tick the checkbox declaring I confirm that I have completed the actions required to process this request.

Add any information in the Notes free text box.

Note: Services Australia will not actively follow up with the customer unless the customer initiates the contact as the referral is voluntary.

The referring authority may lodge a new Notice to Commence Income Management or enhanced Income Management to extend the customer’s SPaReIM participation beyond the expiry date for the customer’s current enhanced IM Notice.

A continuation Notice is created automatically when a new Notice is received for a customer within 60 days of the expiry date of the customer’s current Notice.

Note: the status of the continuation Notice will be inactive because there can only be one active Notice on a customer's record at any given time.

When the customer's current Notice expires, the continuation Notice will become active automatically. Therefore, the customer’s SPaReIM participation will continue uninterrupted.

A message will show in the Description column on the Third Party Information Summary Organisation (TPISO) screen, which will show the results of the automated processing, including if the automated process was unsuccessful. If the automated processing was unsuccessful, manual processing will be required.

Was the processing of the continuation Notice completed automatically?

• Yes, procedure ends here
• No, record the continuation Notice manually, go to Step 2

If auto processing fails, manual processing must be completed to record the continuation Notice. Go to Process Direct to add the Notice details manually.

• Go to the Enhanced Income Management Summary (EIMS) screen
• Go to the Child Protection and Supporting People at Risk box and select the Add button to create a Notice
• Complete all of the sections by using the information provided, and set the Notice Status to Active
• Select Save to finalise the updates

This will place a DOC on the customer's record.

Add any additional information provided on the Notice in the Annotated Document Text field.

Note: if the case worker provided information in the Notice that refers to reasons why the customer was referred to the enhanced IM Program, the IMCO must contact the case worker to request for the Notice to be re-sent without this information.

Select Finalise to complete the activity.

The customer's enhanced IM status will be updated on the TPISO screen automatically, and the Notice changed from unprocessed to processed.

An Advice Outcome will be sent to the referring authority through the daily report (delivered the next business day) automatically, advising that the customer’s SPaReIM period has been extended.

When a referring authority lodges a Revocation of Income Management or enhanced Income Management Notice (revoke Notice) through the Business Hub, the system will automatically send the details to Process Direct and the status of the Notice on the Third Party Information Summary Organisation (TPISO) screen will be set to auto processing. Depending on the individual circumstances, the system will automatically revoke any Notice/s (active or inactive) from that referring authority on the customer's record.

If the Auto Processing fails, the revoke Notice will be set to unprocessed and the rejection reason will show advising why the Notice could not be revoked.

If this occurs, record the Notice manually. To search for an unprocessed Notice, go to the TPISO screen in Customer First.

• Complete the following fields:
• Application Type: select Welfare Payment Reform
• Business Function: select SPaR
• Information Type: select Enhanced Income Management Revocation Notice or Income Management Revocation Notice
• Date Range: enter the desired date range
• Select Search
• Search the TPISO screen for unprocessed Revocation of Income Management or enhanced Income Management Notices, and select the relevant Notice from the search results
• Income Management Contact Officer (IMCO) within Process Direct will need to Edit the status of any Notice from that authority to Revoke. This will end the customer's Supporting People at Risk enhanced IM. Go to Ending enhanced Income Management

Revoking the customer's Notice will automatically update the Status of the Notice on the TPISO screen to processed.

Was the processing of the revoke Notice completed automatically?

• Yes, procedure ends here
• No, update the Notice in the Business Hub manually, go to Step 2

Search the TPISO screen for unprocessed revocations of Income Management.

• Select the relevant Notice from the search results
• Scroll down to the Record Outcome section of the Notice and answer Yes to the question Has the client's enhanced Income Management been revoked?
• Tick the Declaration

An Advice Outcome will be sent to the referring authority through the daily report (delivered the next business day) automatically, advising that the customer’s enhanced IM participation has been revoked. Procedure ends here.