Carer Payment (CP) and/or Carer Allowance (CA) Child to Adult Transfer (CTAT) 009-03060020

The CTAT is not a new claim. It is a streamlined process to support an Adult Disability Assessment Tool (ADAT) assessment process.

Details of the CTAT review are displayed on the CTAT Summary.

In Process Direct:

• Go to the Customer Summary
• Key the Customer Reference Number (CRN)
• Go to the Child to adult transfer summary (CTAT) screen

This screen provides a detailed summary of current and completed reviews.

The In progress table shows all current CTAT reviews that need action.

The status shows as:

• Invitation sent, see Table 2
• For Manual Action (this means submitted), see Table 3

The Completed table shows all completed CTAT reviews including where the carer failed to submit the CTAT.

The status shows as Completed, see Table 4.

The CTAT Summary will show:

Payment guarantee due date: the date the customer is required to submit the CTAT to make sure payment guarantee, if the customer falls under the payment guarantee.

Payment guarantee

If the carer submits the completed CTAT on or before the payment guarantee due date being 16 years or 18 years of age (if terminal), tell carer that payment/s will continue until CTAT is processed, even after the child turns 16 years and 3 months or 18 years of age (the Assessment end date).

Payment details: the date the carer's payment/s will stop being paid under child rules if the customer does not fall under the payment guarantee.

Carers must confirm their identity. If identity is not confirmed, remind the carer they need to provide suitable identification.

If the carer is required to provide identification, a supplementary task will show at next steps.

The carer can upload identification documents via their online services as part of the transfer. See Identity Confirmation.

If a carer advises they are unable to provide identification, check if Alternative Identity for the CTAT is coded on the Identity Confirmation Dashboard in Process Direct. If not coded, discuss with carer and code if applicable.

This will not prevent the carer from submitting the CTAT review if they have completed all other required tasks.

Tell the carer to:

• confirm their identity as soon as they can
• complete online questions, upload all required documents in the online CTAT task, and submit the review

Note: identity for care receivers is not needed for CTAT reviews. However, if the carer does provide identity documents for the care receiver, it can be coded.

Online task

Encourage all carers to submit the CTAT online when possible. The carer is to complete the question set rather than completing a form. The Carer Payment and/or Carer Allowance Medical Report - For a person - 16 years or over (SA332a) can be uploaded within the CTAT task.

If the carer has completed the carer question set online but requests a paper medical report:

Confirm the address with carer and issue SA332a using Mail Forms Guided Procedure. Create a DOC on the record about this interaction.

Issue SA332a to carer. Create a DOC to record the issue of form.

Ask carer to upload the completed SA332a medical report using online services. Advise carer when uploading their documents to select Centrelink forms and type in the form number which can be found on the bottom left of the form. Otherwise, take report to the nearest service centre. Carer must then submit the CTAT online when the SA332a has been provided.

Does carer have further questions about CTAT?

• Yes, go to Step 6
• No, remind carer of the due date. This will be either the payment details or payment guarantee due date

Ask carer to start and submit CTAT online.

If the carer does not have an online account, encourage them to create a myGov account and link to their Centrelink online account.

Carer can start and submit the CTAT online via:

• myGov Inbox > open message > select CTAT link, or
• Centrelink online account > select Outstanding Tasks or Menu > Payments and Claims > Update circumstances > Child to Adult Transfer

Carers can access a guide to Request to transfer carer payments for a child to an adult on the Services Australia website. A link is on the Resources page.

Nominees can start the CTAT on the carer's behalf via their Centrelink online account > Menu or Tasks > Child to Adult Transfer.

Is carer able to submit CTAT online?

• Yes, procedure ends here
• No, go to Step 5

Service Officers can use the First Contact Service Offer (FCSO) for CTAT, however they must encourage the carer to submit the CTAT using the CTAT online task. The FCSO workflow is only to be used if the customer or nominee is unable or unwilling to do this.

When running the FCSO workflow for CTAT:

• Select YES to do you want to do a Child to Adult Transfer?
• Eligible CTAT child/ren will show
• Select the child/ren for which the carer wants to complete a CTAT

The FCSO workflow for CTAT will send a cover letter and the following forms to the carer:

• Child to adult transfer for Carer Payment and/or Carer Allowance (SA432) and
• Carer Payment and/or Carer Allowance Medical Report for a person 16 years or over (SA332a)

Links to these forms are on the Resources page.

Note: if the carer does not have a child eligible for a CTAT, the question do you want to do a Child to Adult Transfer? will not show.

For more details, see First Contact Service Offer (FCSO) workflow.

Encourage the carer to use online services to upload forms, when completed. Tell the carer to select the upload documents tab in their online account, then:

• document type: Centrelink form, then type the form title or code, which can be found on the bottom left side of the form
• upload forms individually making sure that all pages upload

Does customer have further questions about the CTAT forms or need help lodging or uploading medical reports?

• Yes, go to Step 6
• No, from the CTAT Summary, remind the carer of the payment details or payment guarantee due date

Procedure ends here.

Does carer need help answering questions in SA432 or have questions about the SA332a?

• Yes:
• to help carers with the SA432 form, see 'Completing the SA432 form' on the Resources page
• for questions about the SA332a staff can refer directly to the form by viewing a copy (a link is on the Resources page) and remind customers that the SA332a must:
  - only be completed by an approved Treating Health Professional
  - have all relevant questions answered, and
  - be signed, dated (and stamped, if possible) by the Treating Health Professional
• No, go to Step 7

Carer needs to lodge SA432 and/or SA332a online or has attended a service centre.

Carers can lodge documents by:

• uploading forms using online services
• taking them to their nearest service centre, or
• posting them to Services Australia

Carers Services

PO Box 7805

CANBERRA BC ACT 2610

Note: tell the carer when uploading forms to select the document type: Centrelink form, then type the form title or code, which can be found on the bottom left side of the form.

Carers can access a guide to Upload your Centrelink documents online on the Services Australia website. A link is on the Resources page.

Check the paper form/s to make sure:

• all questions have been answered and are current, including:
• Customer Reference Number (CRN)
• carer name
• carer's address
• phone number(s)
• the forms have been completed correctly
• the medical report SA332a is signed and dated by the Treating Health Professional
• any additional required documents have been provided (such as identity documents for the carer if their identity is not confirmed)

Scan the documents to the carer's record:

• individually - do not scan forms together
• do not select the 'Store only' option

When scanning, check the first scanned page of the document shows the barcode. See Scanning Centrelink documents using an MFD.

For paper CTATs, if only 1 form is provided, carers must supply the missing form before the Due Date on the CTAT Summary.

When documents are uploaded outside of the CTAT task, by the carer or a Service Officer, check documents provided are scanned correctly and all pages have been uploaded. Forms must be scanned separately.

If a SA432 or SA332a has been scanned as a UNS document, update the document details outlined in Step 5 of Moving and/or updating Centrelink digital images via Document Tools.

Scanned CTAT forms but CTAT remains open

If the SA432 and SA332a forms have been scanned however the CTAT review remains 'Open' the following steps must be taken to set the CTAT review to 'For Manual Action':

In Process Direct:

• From the inbox key the customer's CRN
• Select Integrated Review activity - Carer (Child to Adult transfer review)
• Select Status:
• Update status from Open to For Manual Action
• Update reason to Customer documents provided
• Save
• A work item ID will appear in the PD CTAT Summary screen and the review will be ready to process

If Process Direct is unavailable, updates can be done in Customer First:

• Select the CRN/BP hyperlink
• In Interaction History select the Integrated Review ID hyperlink
• In Customer Tasks, select the CTAT Review then Edit List
• Select the CTAT form and tick the 'Provided' box
• Update Status from required to accepted
• Save and repeat for each CTAT form
• Return to Interaction History select the CTAT Review
• Select the Edit button at the top of the screen
• Change the Activity Status from Open to For Manual Action
• Save
• A work item ID will appear in the PD CTAT Summary screen and the review will be ready to process

Scanned CTAT forms - backdating date of receipt

If a carer submits the CTAT forms in a Service Centre, the forms must be scanned to the carer's record as soon as possible.

Date of receipt when child has not yet turned 16 years of age

If the forms are not scanned on that day, and the child has not yet turned 16 years of age, the date of receipt when scanned must be updated in Customer First to the date the carer submitted the forms. To backdate the date of receipt of the scanned CTAT forms in Customer First:

• Go to the carer's record
• Go to to Document Tools
• Select Update on each of the scanned SA432 and/or SA332a form/s
• Within the pop up box, update the date of receipt field to the date the forms were submitted
• Save the change

Date of receipt on or after the child has turned 16 years

If the forms were received before the child turning 16 years of age, and are to be scanned to the record on the day the child turns 16 years of age or any date after their 16th birthday:

• Scan the documents individually. Do not scan forms together and check the first scanned page of the document shows the barcode
• Select the 'Store only' option when finalising the scan
• Manually create a new CTAT activity on the customer's record in Process Direct with the correct date of receipt

Instructions on how to manually create a new CTAT activity can be found in the Processing Team sub tab. See Table 2, Step 5.

This will make sure that the customer has the payment guarantee correctly applied to their record.

Service Officers cannot submit the CTAT on behalf of the carer.

Carers can access the help guide 'Request to transfer carer payments for a child to an adult' on the Services Australia website. A link is on the Resources page.

Tell the carer an outcome letter will be issued when the CTAT has been assessed. A Service Officer may contact to advise of CTAT outcome.

On the CTAT Summary, select the work item hyperlink.

The CTAT review activity shows. Check the record for progress notes or requests for information.

Tell the carer if any more details are needed and the date they need to submit the information.

Tell carer that when the CTAT is assessed an outcome letter will be issued. A Service Officer may contact to advise of the CTAT outcome.

The carer can check the progress of the CTAT via the My Payments tab in their online account.

The CTAT Summary will show the outcomes in the completed table. To view the CTAT activity, select View.

For more details, go to Notes to view the CTAT outcome DOC.

Let carer know:

• which payment/s they are eligible or not eligible for under adult rules
• the date payment/s will transfer to adult rules and/or date when payment/s will cancel
• the reason for the decision
• when the decision is unfavourable, explain to the carer about reassessment, review and appeal processes (if applicable)
• the child may want to claim Disability Support Pension or concession card

If the carer disagrees with the decision, go to Step 3.

Otherwise, procedure ends here.

If the carer disagrees with the decision, they can request a reassessment or formal review, this includes where the customer did not lodge the CTAT.

If the customer has requested a:

• formal review, See Customer initiated review of decision.
• reassessment, check if they have provided all new information

Has the customer provided all forms required for reassessment?

• Yes, see Table 5
• No:
• Confirm address with the carer and issue Child to adult transfer for Carer Payment and/or Carer Allowance (SA432) and/or a Carer Payment and/or Carer Allowance Medical Report for a person 16 years or over (SA332a) form/s using Mail Forms Guided Procedure. A link to the forms is on the Resources page
• Provide the carer with SA432 and SA332a forms
• Encourage the carer to upload the forms to their online account when completed
• Procedure ends here

If a carer lodges a new paper claim or new online claim within 13 weeks of their CP and/or CA payment being cancelled, it can be considered as a request for a review of decision. If needed, clarify why the carer lodged the later claim and if they also want to apply for a review of the decision to cancel their payment.

If a carer submits a Carer Payment and Carer Allowance review of care provided - Caring for a person 16 years or over (SA010) form:

• It can be used to assess the care needs requirements
• There is no requirement to request the SA432

Have both the Child to adult transfer for Carer Payment and/or Carer Allowance (SA432) and the Carer Payment and/or Carer Allowance Medical Report - For a person - 16 years or over (SA332a) forms been returned?

• Yes, go to Step 3
• No, go to Step 4

For CP or Combined CP/CA:

• Use Fast Note - select Auto text, use Carers > Update > CP Update - Action Required
• Select Confirm
• Complete all fields

For CA only:

• Use Fast Note - select Auto text, use Carers > Update > CA Update - Action Required
• Select Confirm
• Complete all fields

Note: a Fast Note is only to be run if both forms have been lodged.

• Issue the outstanding SA432 and/or SA332a form(s)
• Tell the carer to return the required form(s) as soon as possible
• Ask the carer when they will return the form
• Create a DOC and note when carer has advised the form(s) will be returned in the DOC for the Carers Processing Team

Close DOC.

There are 3 types of work items that can be allocated for action:

• Carer Child to Adult Transfer review
• CTAT Payment Guarantee Deletion
• CTAT Pay Guarantee Indicator

To complete the Carer Child to Adult Transfer review, go to Step 2.

CTAT Payment Guarantee Deletion

CTAT Payment Guarantee Deletion work items are created when the system is unable to automatically complete the activity to remove the payment guarantee due to a change in circumstance. Go to Step 7.

CTAT Pay Guarantee Indicator

CTAT Pay Guarantee Indicator work items are created when the system is unable to automatically complete the activity and apply the payment guarantee. Go to Step 8.

The Customer and Activity Information screen shows carer details and important information about the claim, such as Status, Date Submitted, Benefit Type and Links Summary.

To view the transfer details provided online and/or documents related to the claim, from the carer's record, select:

• for details provided by carer online (if a paper transfer is lodged, no data will show)
• to expand the online data to full screen

Scanned documents can be accessed by selecting:

• at the bottom of the screen to view all documents showing in the Scanned Documents screen, or
• Documents to go to Documents screen

If the CTAT has been submitted:

• online: the Carer CTAT Review work item will have all the details provided online by the carer
• as a paper form: details provided by the carer will be on the scanned Child to adult transfer for Carer Payment and/or Carer Allowance (SA432) and Carer Payment and/or Carer Allowance Medical report for a person 16 years or over (SA332a)

Is the customer cancelled due to a loss of qualification (for example, income exceeds threshold)?

• Yes, go to Step 3
• No, go to Step 4

Has the care receiver reached the milestone age (16 years 3 months or 18 years of age if terminal)?

• Yes, update the work item status to cancelled in Process Direct
  go to the care receiver's record in Customer First and code the ADAT
  Doc carers record with ADAT and reason CTAT cancelled
  Procedure ends here
• No, Place the work item on hold until the milestone date
  Procedure ends here

Service Officers must check:

• for any outstanding tasks by selecting Tasks
• for any Request for Information DOCs and/or details of changes since the CTAT was submitted by selecting Notes, for example:
• information recorded by Service Officers when processing the CTAT
• ICT Service Desk referrals, and
• more details from the carer
• the Medical report is completed in full and scanned correctly. For example, all questions have been answered and the medical report is not just a letter from the Treating Health Professional
  Note: scanned CTAT forms may be backdated to date of receipt if there was a delay in scanning forms/s to carer's record
• all questions in the paper CTAT (SA432) have been answered and the form has been signed and dated
• the carer’s Proof of Identity (POI) has been confirmed:
• If POI has not been confirmed, check the Documents tab. This shows if the carer has provided identity documents. If not provided, this needs to be requested

Service Officers must action any outstanding tasks or requests for information before processing the CTAT.

Can the CTAT be finalised with information provided?

• Yes, go to Step 7
• No, and the customer has:
• not responded to a Request for Information by the due date, go to Table 4
• not yet had a request for additional Information, go to Step 6

Make a genuine attempt to contact the carer by phone to obtain information required or verbally request further documents.

Was contact successful?

• Yes:
• Information obtained, continue processing CTAT. Go to Step 7
• Customer to return requested information
  Create a DOC on the carer's record detailing what has been requested, due date to be returned and if verbal request was understood and accepted by customer. Place the CTAT on hold for 22 days using hold reason Customer to provide information
• Proof of identity required, discuss if carer is having difficulties providing identification. If they are having trouble, consider Alternative Identity
• No, send the carer a Request for Information (RFI) letter:
• Check the RFI has placed the CTAT on hold for 22 days
• A CAR Request for Information sent DOC will be created in Notes
• Annotate the DOC with any additional information

Procedure ends here until carer has provided requested documents and/or due date is reached.

Check the Benefit Status line. If it shows:

• CP/CA is cancelled, see Table 2
• CP/CA is current, check the Care Receiver Summary (CRS) screen. If there is:
• one care receiver listed, process the CTAT, see Table 3
• multiple care receivers listed, check the Care Assessment Results Summary (SCRR) screen for CP and the Carer Allowance Action and Assessment Result (CJAA) screen for the child that the CTAT applies to

Is CP/CA current for the CTAT child?

• Yes, see Table 3
• No, see Table 2

The CTAT - Payment Guarantee Deletion' work item:

• is for the deletion of the payment guarantee only and is not to be used to assess the carer's CTAT assessment
• applies when the system identifies that a payment guarantee has been applied to a record and is no longer valid, therefore needs to be removed
• is created when the system is unable to automatically delete the payment guarantee. A work item will be created for manual intervention.

Complete the work item by selecting:

• Process, and
• Assess. Finalise the activity

When the activity has been assessed, view the completed work item in Transactions under All transactions.

This work item is for the payment guarantee only and is not to be used to assess the carer's CTAT assessment.

The CTAT - Pay Guarantee Indicator work item:

• is allocated via Workload manager and
• will show with a status of For Manual Action

Select work item to view the Customer and Activity Information screen.

Before actioning the work item, check for a CTAT Payment Guarantee Indicator with a completed status:

• Select Transactions from the menu bar. The outstanding tasks will show
• Select All Transactions. This expands the list of all transactions including completed and cancelled
• Check if a Generic Change of Circumstances - CTAT Payment Guarantee Indicator shows with a status of Completed

Is there a completed CTAT Payment Guarantee Indicator?

• Yes, go to Step 11
• No, go to Step 12

If a completed CTAT Payment Guarantee indicator is already present on the carer's record:

• Change the status of the activity to Cancelled
• Return to the Customer and activity information screen
• Select Status from the menu bar
• Update status of activity from For Manual Action to cancelled

Procedure ends here.

When there is a Payment Guarantee activity on the record with a status other than Completed, finalise the work item:

• Return to the Customer and activity information screen
• Select Process
• Select Assess and completing the activity

When the activity has been assessed, view the completed work item in Transactions under All transactions.

Has the carer requested a CTAT reassessment where:

• CTAT assessment is completed, and carer is not eligible to transfer to adult provisions (16 years 3 months or 18 years of age if terminal). Care receiver has not reached milestone, go to Step 2
• CTAT assessment is completed, and carer is not eligible to transfer to adult provisions (16 years 3 months or 18 years of age if terminal). Care receiver has reached milestone, go to Step 3
• CTAT (paper) submitted after cancellation and CTAT has not been processed, go to Step 3
• CTAT (online or paper) submitted but not processed before cancellation, go to Step 5

All new information provided by the carer must be coded to reassess the CTAT outcome:

• In Customer First, update the new information provided
• Finalise the reassessment activity
• DOC the carer's record with the reassessment outcome
• If the customer is now eligible for CP and/or CA, this will automatically occur when the care receiver reaches milestone age
• Procedure ends here

Did the carer request a review of decision within 13 weeks of the cancellation?

• Yes, All new information provided by the carer must be coded to reassess the CTAT outcome:
• In Customer First, update the new information provided
• Finalise the reassessment activity
• Go to Step 4
• No, CTAT cannot be reassessed, and a new claim will be required:
• Any new medical information provided must be coded on the care receiver's record
• Make genuine attempts to contact carer to advise a new claim is required
• DOC the carers record with the outcome and discussion with the customer
• Procedure ends here

Does the carer now qualify for CP and/or CA under adult provisions?

• Yes, and the carer is cancelled:
• C16 or T18, go to Step 5
• for any other reason, go to Step 7
• No:
• Make genuine attempts to contact carer
• DOC the carer's record with the reassessment outcome and the discussion with customer
• If the carer requests a formal explanation of the decision, follow Table 1 in SME explanations, ARO referrals and implementing ARO decisions
• Procedure ends here

Is there a CTAT work item on the carer's record?

• Yes, use the existing CTAT work item to process the CTAT. See Table 3, Step 3
• No, create a manual CTAT work item. Go to Step 6

To create a manual CTAT activity for reassessment:

• In Process Direct, go to the Customer Summary
• Key CTAT into the Super Key field to navigate to the CTAT Summary screen
• Note the following details from the completed CTAT:
• Care receiver
• Carer benefit (CDA, CAR, CDH or CDA + CAR)
• Select +Add found on the right side of the In progress table
• Complete the fields on the screen:
• Date of receipt is either date original CTAT submitted, or date of cancellation if cancelled
• Select Save
• See Table 3, Step 3

Follow the below steps and if the payments are still not restoring, this must be reported to ICT and the activity held to user. Do not create a new claim (SOA) activity to restore CP and/or CA.

Which payment/s need to be restored following the CTAT reassessment?

• Both CP and CA
• CP and CA restorations will need to be processed separately
• Restore CP first
• Go to Step 8
• CP only, go to Step 8
• CA only, go to Step 9

Go to the carer's record in Customer First and follow Restoration of Carer Payment to:

• Delete the end-dated link,
• refresh the CP link with the care receiver's record (this may go to QOL)
• restore CP and DOC the record

Note: if the customer has claimed JSP since CP cancellation, when CP is restored JSP will reject. However, CP arrears will not offset. CP arrears will need to be manually adjusted and a note added to the JSP debt shell to advise manual adjustment and no debt.

Does CA also need to be restored?

• Yes, go to Step 9
• No, procedure ends here

Create a manual CTAT work item for Carer Allowance (see Step 5)

• Check all relevant coding has been completed
• Press 'Assess' to push the activity through to Customer First
• Go to Customer First and select the activity from the Activity List (AL) screen,
• Select 'Not Implemented' (IMP) from the dropdown menu to transfer the activity from Process Direct
• Go to the Activity Results (AR) screen and finalise the activity
• DOC the carer's record

Did CA restore?

• Yes, procedure ends here.
• No:
• If an error prevented the restoration activity from being finalised, place it on hold, using hold to user, and
• refer directly to SSO
• Complete all fields and enter the Escalation Type: 'CA restoration - approved workaround SSO only' and in the Summary of Enquiry 'Carer Allowance is not restoring following CTAT reassessment. Approved Workaround by SSO required. SSO to see the Resources page'
• SSO will follow the Approved Workaround to delete and recreate the CRA adult link and restore payment

An alert will show on the Customer and activity information summary when Carer Payment or Carer Allowance has been granted for a carer after the CTAT invitation has been issued.

Example:

'Carer Payment or Carer Allowance was granted after CTAT review was initiated. Existing details will be used within this CTAT.'

When this alert shows, the carer is not required to complete a new CTAT and there is no need to request further information. The existing CTAT information already coded on the record can be used to assess the additional payment when processing the CTAT. The carer is not required to complete a new CTAT or answer additional questions.

Was additional information requested?

• Yes, go to Step 2
• No, go to Step 3

Has an RFI been issued to the customer and the additional information has been provided?

• Yes, go to Step 3
• No, see Table 4

If no RFI has been requested, go to Step 3.

If the carer's Identity Status is Not Confirmed and supporting documents provided select the hyperlink to code. This will open a new page within Process Direct:

• Select the Identity Confirmation under the Task Selector
• Select Start to open the Identity Confirmation Dashboard
• Code the carer's identity documents
• When coding is complete and identity verification has changed from not confirmed to confirmed, select Finish
• Close the second Process Direct window
• Select to execute a SAP refresh. This will update the Identity Status to Confirmed
• Within the CTAT activity in PD, go to the carer's POI screen
• Select the + icon to create a new record and 'save'. Check POI screen to make sure a new provisional record is created, then select 'Assess'
• The following message should show for carer's POI at SWE screen: 'No update allowed update POI outside CTAT activity'
• Return to the carers POI screen where the following error message should show: SR552: No update allowed, update POI outside CTAT activity
• Select the Trash Can to delete the provisional record

POI for the care receiver

POI is not needed for the care receiver as part of the CTAT process. The system will automatically code KC for the care receiver. However, if the carer provides identity documents for the care receiver it can be coded as follows:

• Within the CTAT activity, access the care receiver's POI screen which should show 'no data'
• Select the + icon to create a new provisional POI record
• Select 'Assess' and confirm the SWE screen shows no errors
• Once the CTAT is finalised, code the care receiver's identity via the Identity Dashboard

Note: each payment service reason (CRP - Carer Payment and/or CRA - Carer Allowance) needs its own POI record. If an error occurs, check the POIS screen within each service reason to make sure POI has been record.

Go to Step 4.

If the carer has submitted their CTAT online, provisional adult links for the child care receiver will be created.

• Select the CTAT work item. The Customer and Activity Information screen appears
• Check the Provisional Link has created in the Link Summary (LS) screen
• Top row shows new provisional data

If provisional link is created, go to Step 5.

To create new link, select Add above the LS table to open Create Link Summary. If customer is receiving both Carer Payment and Carer Allowance, link the child for each payment by completing this process twice:

• Link type = CAR - Carers Link
• From SVC Reason = CAR - Carer Payment or CDA - Carer Allowance
• To = CRA - Care Receiver (Carer/Allow) or CRP - Care Receiver (Carer Payment)
• Start Date = Date of assessment
• Destination CRN = Select this option
• Under the Search Criteria box enter the care receiver CRN in the second box of External Type/No
• When all links are correct, select Process

Select all tasks listed:

• OC - Office Code
• POI - Proof of Identity Details
• ABSN - Temporary Absence Details
• CPAS - Carer Activities
• CJBA - Carers Benefit Action
• SCRA - Selection of Care Receivers for Assessment (SCRA)
• PNA - Pension Assessment

Carer's circumstances should already be recorded as the carer has been receiving CP and/or CA for child care receiver. If the carer has updated or declared any new information in the CTAT code this now.

This can include:

• ABSN - Temporary Absence Details. See Coding a one-off absence for Carer Payment (CP)/Carer Allowance (CA) when the care receiver is absent
• CPAS - Carers Activities

Check if the carer is also a care receiver, and if they are, check their ability to provide ongoing care for their care receiver. If the CTAT carer is also a care receiver, see Social worker care situations - referrals and assessment of payment claims Process page > Social worker tab > Table 1 > Step 4 for more details.

The CTAT carer cannot receive CA for their care receiver when they themselves are a CA care receiver. However, CP may continue because there is no legislative restriction.

Has the carer advised of any temporary absence in the CTAT?

• Yes, go to Step 7
• No, go to Step 8

Code temporary absence details.

Select to move to the care receiver's record.

If the care receiver address details do not automatically update, see Searching for a customer on the system (Process page > Table 1 > Step 7).

Check the care receiver's information using the pre-selected screens before moving onto the Adult Disability Assessment Tool Task (ADAT) Selector.

Common screens for the ADAT may be pre-selected if CTAT was submitted online.

• This screen has provisional data uploaded from the customer's online CTAT or previously added by staff member
• Select screens to check/update or select all tasks
• Use Next and Previous to go through and update ADAT screens
• Select Add to update details on screens
• Record the:
• details from the Carer Payment and/or Carer Allowance Medical Report for a person 16 years or older (SA332a). This gives the Treating Health Professional (THP) score, and
• carer's responses (if not pre-populated from online)

This process is only for care receivers who are under 16 years of age at the time of processing.

If care receiver is under 16 years of age when processing a CTAT, key today's date (date of processing) as the date of effect in the Adult Medical Details (ADMD) screen. The ADMD screen cannot be future dated to the care receiver's 16th birthday. This will not affect the CTAT outcome. For care receivers who have turned 16 years of age, use the prepopulated date.

See Coding the Adult Disability Assessment Tool (ADAT).

The THP score, Carer score and Total (ADAT) score will show on the Adult Disability Assessment Tool Summary (ADAS).

The carer may qualify for CP and/or CA adult if the care receivers:

• THP score reaches the required level, and
• total ADAT score is met for the payment

Continue to code all other information for the CTAT, even if the care receiver does not meet the THP or total (ADAT) scores.

Review care details in the following screens:

• Care details (CDCR) for Carer Allowance, and/or
• Care Receiver Care and Institution (CRCI) for Carer Payment

If care details have not been recorded, add the details by selecting Add. Update any information where required.

When all care receiver information is coded, return to the carer's record by selecting the Relations Menu.

For shared care, see Shared care for Carer Allowance (CA).

In the carer's record, go to the SWE screen to go back to the Message log.

Manual restoration

Due to a system limitation, where CP was cancelled from a previous CTAT decision, or cancelled due to the care receiver reaching milestone age without a CTAT being processed, CP must be manually restored. CA will automatically be restored when the CTAT is finalised.

If a Carer Payment CTAT assessment is being made from a review of a previous CTAT decision, within the CTAT work item:

• go to the Benefit Action (BA) screen
• restore CP from date of cancellation

With all information coded, the outcome of the CTAT (continuation or rejection) is expected.

To confirm the outcome of the CTAT, in the carer's record, select Assess.

Carer is also a care receiver

If the carer is also a care receiver and their carer gets CA for them, they cannot get CA for an adult care receiver. Entitlement to CA for the CTAT child will stop when the child turns 16 years, 3 months and one day. Contact the carer and tell them that CA in for the CTAT child will stop.

If the other carer is not already receiving CA for the 2 adult care receivers, they may want to claim CA for the CTAT child. When discussing the situation with the carer remember the privacy aspects.

2 carers

If 2 carers were previously receiving CP in respect of the care receiver and either the:

• THP score is less than 32 or
• ADAT score is less than 80

Refer the case to the Carer Helpdesk before processing the CTAT. This applies even if only one carer has submitted the CTAT.

If 2 carers were previously receiving CP in respect of the care receiver and one carer has not submitted the CTAT, clarify with this carer why the CTAT has not been submitted. If the THP score is less than 32 or the ADAT score is less than 80 follow up any issues raised by the Carer Helpdesk.

If 2 carers are receiving CP in respect of the same care receiver they are usually partnered. The second carer may have assumed only one CTAT was required.

Correct any errors

An error or edit message may appear after selecting Assess. Often these are validation errors where a field has not been coded (for example, the RSCD screen in the care receiver's record). Resolve any errors or edits before proceeding.

View the error by selecting the box next to it on the SWE screen. For help with fixing the error, select the Digital Assistant question mark.

When all errors and edits are resolved:

• return to the SWE screen
• select Assess
• Entitlement (ELD) screen appears. Check the outcome

Use the Care Receiver Assessment Results (CJAR) and CJAA screens to check ongoing and future entitlement to CP (adult) and/or CA (adult). Correct the Care Receiver Benefit Action (CJBA) screen if previous CTAT resulted in cancellation of CA.

For future payment entitlements go to the Payment Summary (PS) screen.

• If CA will not be granted due to the carer already receiving CA in respect of 2 adult care receivers or the carer receives CA in respect of one adult care receiver and the CTAT is in respect of twins, go to Step 12
• For ongoing qualification, go to Step 13

Do not finalise the CTAT. Go to Step 13.

A carer cannot receive CA in respect of 3 adult care receivers. The carer must be the person who decides which care receiver they want to claim for.

Make one genuine attempt to contact the carer by phone to discuss:

• the circumstances of the qualifying care receivers
• that CA can only be paid for 2 adult care receivers
• which 2 adult care receivers the carer wants to receive CA in respect of

If the genuine contact attempt by phone is unsuccessful, send a QSS32 letter to the carer to request contact. If the carer does not respond to this request, CA should continue to be paid in respect of the existing care receivers.

If the carer wants to receive CA in respect of the child care receiver and one of the existing adult care receivers

• The adult care receiver cannot be cancelled from a future date
• Place the CTAT on hold and add the CRN to the ARM
• Contact the carer and tell them to make sure they receive their correct entitlement CA in respect the adult care receiver will not be cancelled until the child care receiver turns 16 years and 3 months of age
• When the child care receiver turns 16 years and 3 months of age cancel CA for the applicable adult care receiver, then process the CTAT. The cancellation must occur before the CTAT being processing

If the carer wants to receive CA in respect of the 2 existing adult care receivers

• CA for the child care receiver cannot be cancelled within the CTAT activity
• Select the relevant CTAT circumstance below to follow the relevant process

CA only for CTAT child (with and without Payment Guarantee)

• Place the CTAT on hold/hold to user until the Milestone Date
• DOC carer's record with the following approved text:
• CTAT placed on hold until Milestone Date. Carer already receiving CA for 2 adult care receivers. Carer has advised they would like to cancel CA for CTAT care receiver. Carer is entitled to continue to receive CA until Milestone Date.
  Due to a system limitation, cannot process CA cancellation within CTAT work item. CA will be cancelled on [insert Milestone Date]
• On the Milestone Date, cancel the CTAT work item (if required)
• If the carer does not have a payment guarantee, CA will have already cancelled (C16/T18)
• If the carer has a payment guarantee cancel CA (at the care receiver level) using the cancellation and suspension workflow, using the cancellation code CLR - Client Request
• Add the following approved text to the cancellation DOC:
• Carer already receiving CA for 2 adult care receivers. Carer has advised they would like to cancel CA for CTAT care receiver
• Code the ADAT on the care receiver's record in a separate activity

CP and CA only for CTAT child (with and without Payment Guarantee)

• Place the CTAT on hold/hold to user until the Milestone Date
• DOC carer's record with the following approved text:
• CTAT placed on hold until Milestone Date. Carer already receiving CA for 2 adult care receivers. Carer has advised they would like to cancel CA for CTAT care receiver. Carer is entitled to continue to receive CA until Milestone Date.
  Due to a system limitation, cannot process CA cancellation within CTAT work item. CA will be cancelled on [insert Milestone Date]. Carers CP CTAT will be processed on Milestone, as per BAU processes
• On the Milestone Date, cancel the CTAT work item (if required)
• Create a new CTAT work item for CP only
• Follow standard CTAT process to assess ongoing CP eligibility
• If the carer does not have a payment guarantee, no further action is required as CA will have already cancelled (C16/T18)
• If the carer has a payment guarantee cancel CA using the cancellation and suspension workflow, using the cancellation code CLR - Client Request
• Add approved text to the cancellation DOC:
• Carer already receiving CA for 2 adult care receivers. Carer has advised they would like to cancel CA for CTAT care receiver
  Note: CA will automatically cancel (C16 or T18) at milestone if there is no payment guarantee

CA only for CTAT child - Payment Guarantee

• cancel the CTAT work item
• cancel CA (at the care receiver level) using the cancellation and suspension workflow, using the cancellation code CLR - Client Request
• Add approved text to the cancellation DOC:
• Carer already receiving CA for 2 adult care receivers. Carer has advised they would like to cancel CA for CTAT care receiver. Carer has CTAT Payment Guarantee and is eligible to receive CA until the date of determination
• Code the ADAT on the care receivers record

CP and CA for CTAT child - Payment Guarantee

• cancel the CTAT work item and create a new CTAT work item for CP only, follow standard CTAT process to assess ongoing CP eligibility
• cancel CA (at the care receiver level) using the cancellation and suspension workflow, using the cancellation code CLR - Client Request
• Add approved text to the cancellation DOC:
• Carer already receiving CA for 2 adult care receivers. Carer has advised they would like to cancel CA for CTAT care receiver. Carer has CTAT Payment Guarantee and is eligible to receive CA until the date of determination

CA only for CTAT child - no Payment Guarantee

• DOC the carer's record with approved text:
• Carer already receiving CA for 2 adult care receivers. Carer has advised they would like to cancel CA for CTAT care receiver. CTAT not processed as CA already cancelled from CTAT milestone date
• Cancel the CTAT work item (if required)
• Code ADAT on the care receiver's record

CP and CA for CTAT child - no Payment Guarantee

• Follow standard CTAT process to reassess ongoing CP eligibility, outlined in Operational Blueprint
  Note: may need to cancel CTAT work item and recreate a new CP only CTAT work item
• Annotate the CP CTAT outcome DOC on the carer's record with approved text:
• Carer already receiving CA for 2 adult care receivers. Carer has advised they would like to cancel CA for CTAT care receiver. CTAT not processed as CA already cancelled from CTAT milestone date
• Code ADAT on the care receiver's record

As no grounds exist for cancelling CA in respect of either of the 2 adult care receivers, finalise the processing of the CTAT. This should result in CA in respect of the child care receiver cancelling on the day they turn 16 years, 3 months and one day.

Go to Step 15.

Check that the correct date of effect has been applied to the customer's CTAT outcome.

If the carer has been assessed under the Payment Guarantee and:

• CP and/or CA will continue under adult qualifications, the date of effect for the decision is the later of the date the child turned 16 years, 3 months and one day or the date the CTAT is processed
• CP and/or CA is cancelled, the date of effect for the decision is the later of the date the child turned 16 years, 3 months and one day or the date the CTAT is processed

For example, if the carer is assessed under the payment guarantee and the CTAT is processed:

• before the care receiver turns 16 years 3 months of age, the transition or cancellation date is when the care receiver turns 16 years 3 months and one day
• after the care receiver has turned 16 years and 3 months of age, the transition or cancellation date will be the date the CTAT is processed

An overpayment will not be created if a carer's payment has continued under Payment Guarantee and CP and/or CA will not continue under adult qualifications.

If the carer has not been assessed under the Payment Guarantee the date of effect for the decision (for both continuing or cancelling CP and/or CA) is when child turns 16 years, 3 months and one day.

For carers receiving CA HCC only, the HCC will remain valid until the child turns 16 years and 3 months or 18 years of age if terminal.

If the care receiver was previously assessed as terminal, and does not:

• meet the adult terminal provision, and
• achieve the required ADAT score

Refer the case to the Carer Helpdesk before cancelling payments.

Before finalising the CTAT, conduct a Service Offer Interview (SOI) for all CTAT outcomes.

Make a genuine attempt to contact the carer and/or nominee.

Unsuccessful contact attempt

If attempt to contact is unsuccessful, go to Step 15

Successful contact with carer/nominee

Discuss the following with the carer:

• the outcome of the CTAT (continuation of payment/s under adult provisions or cancellation)
• date the outcome will take effect from (from CJAR and/or CJAA)
• CA HCC cancels when CA stops or transfers to adult provisions
• options for the child to claim:
• the Ex-Carer Allowance HCC if they are a full time student or a Low Income Health Care Card (LIC)
• a payment in their own right
• option to become a nominee for their child, to support them to claim any payments and/or concessions and engage with Services Australia
• if the child will be making a claim for a payment or card in their own right, they must complete the Identity Confirmation process

If it is difficult for the child to attend the service centre for Identification Confirmation, consider Alternative Identity provisions. If appropriate, this can be actioned over the phone.

Additionally, if the child is available to speak with, discuss:

• creating a myGov account and linking services
• an Assisted Customer Claim (ACC) for Ex-Carer HCC, or offer a warm transfer to the main business line for the ACC to be completed

Note: the CTAT work item can be held for one week to allow the carer time to purchase any medications using the CA HCC whilst it is still current if the:

• carer advises they have medications due for their child in the coming days
• child has not yet turned 16 years and 3 months of age

If the carer accepts this, the CTAT work item must be Held to User for a maximum of one week and a CTAT progress doc created in Notes detailing reason for hold.

• Select Finish and check the details of the Finalisation DOC
• Make any annotations and remove unnecessary text

Check the outcome matches the benefit type/s and outcome. For example, benefit type and grant or cancellation outcome, carer name, care receiver name, CRN and ADAT/THP scores

• Date of effect
• Key details about CTAT decision

Update the finalisation document with the correct outcome:

• Select Finalise
• Check the record for any opened documents on the Document List (DL) screen
• Close all scans relevant to the CTAT

Note: if the carer's payment cancels at the time of CTAT processing due to a change in circumstances, for example no longer caring, exceeds 25 hours work/study rule and the milestone date is in the future. Check cancellation reason and manually update the cancellation date in the DOC.

If the reassessment is due to the carer lodging a new claim and parent will not be granted, the new claim must also be processed.

Has the care receiver reached their milestone age?

• Yes, go to Step 3
• No, go to Step 2

If the care receiver has not yet reached milestone age (16 years 3 months one day or 18 years of age for terminal):

• Select the CTAT work item via Process Direct inbox
• After selecting Process, the SWE screen will show
• In the task selector, select CTATRFI (failure to respond actions)
• Answer No to question - Requested information returned?
• Select Next
• Finalise the CTAT activity by selecting Assess, then Finalise

If the customer has provided a complete ADAT (THP report and customer questions) this must be recorded on the care receiver's record.

Is the carer still being paid Carer Allowance and/or Carer Payment for this child?

• Yes, go to Step 4
• No, finalise the CTAT work item:
• Select the CTAT work item via Process Direct inbox
• Next select Status and update from For Manual Action to Cancel
• When the CTAT work item has been set to cancel, create a DOC detailing the reason for the cancellation

• Select the CTAT work item via Process Direct inbox
• Process the CTAT with the current information
• Complete the assessment allowing the system rejection reason

If a carer receiving CA under the child provisions has had a CTAT assessment completed for CA and is then granted CP under child provisions, a CTAT for the CP needs to be processed.

The information from the previous CTAT can be used and the carer is not required to complete a new CTAT or supply further information.

Do not issue a request for information (RFI) to carer.

Go to Step 2

Check if the carer has been transferred from child to adult provision for CA on the CTAT Summary screen. The outcome will be in the completed table.

Has the care receiver transferred from child to adult provisions (16 years 3 months or 18 years of age if terminal)?

• Yes, a SOA is needed. Go to Step 3
• No, create a CTAT review:
• Go to the Customer Summary in Process Direct
• Go to the Child to adult transfer summary (CTAT) screen
• Note the Care receiver and CTAT submission date from the completed CTAT
• Select Add found on the right side of the In progress table
• Complete the fields on the screen
• Select Save
• When completed, a manual CTAT will be created and reassessment can be actioned. Go to Step 4

Before creating a SOA in Process Direct, go to Customer First and complete the Date Paid To (DPT) -1/+1 workaround:

• Go to Pensions General Information (PNGI) screen and take note of the original date of grant for CP. This is needed when the assessment is completed
• On the Benefit Action (BA) screen, cancel the CP from DPT -1 using cancellation code CLR - withdrawn/voluntary surrender and complete activity. Then go to Process Direct

Select the Social Application (SOA) shell tile from the Process Direct Landing page.

The date of receipt is date paid to plus one (DPT + 1).

Go to Step 4.

Assess the CTAT within the new CTAT Review activity/SOA activity using the information previously provided by the carer in the CTAT that has already been assessed.

Note: care receiver income and assets (CRIA) is not required when assessing the SOA and should not be requested.

Update CRIA details with the following:

• Base Financial Year Taxable Income: $0
• Current Financial Year Taxable Income: $0
• Assets Value Range: $0 to (Low)
• Liquid Assets Value Range: $0 to less than (Low)

The system calculates the date and time of submission based on Canberra ACT time zone. When the carer submits a CTAT late at night, the date of receipt might differ.

If the date of submission is the date after the child turned 16 years of age (18 years of age if terminal), check the time of lodgement using the carer's local time.

To check the date and time of submission:

• In Customer First, key the Customer Reference Number (CRN)
• Select CRN/BP hyperlink
• Go to the Activities tab
• Select the CTAT work item by selecting the hyperlink
• Go to Dates tab
• Check the date and time of submission

Did the carer submit the CTAT before midnight in their local time zone on the day the child turned 16 years of age (18 years of age if terminal)?

• Yes, go to Step 2
• No, procedure ends here

In Process Direct:

• Select the CTAT work item
• Update the status to cancelled and save, go to Step 3

Using the date of receipt in the local time zone of carer, create a new CTAT work item:

• In Process Direct, go to the Customer Summary
• Go to the Child to adult transfer summary (CTAT) screen
• Select Add found on the right side of the In progress table
• Complete the fields on the screen using the date submitted in the carer's local time
• Select Save

When completed, a manual CTAT is created, and assessment can be actioned.

Is the carer's payment current?

• Yes, see Table 3 for processing of CTAT
• No, see Table 2 for reassessment of CTAT