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Age Milestone Mandatory reviews for Carer Payment (CP) (child) and Carer Allowance (CA) (child) 009-08060020

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This document outlines the requirements to process information about child care receiver Age Milestone Mandatory reviews for CP (child) and CA (child).

Note: age milestone reviews are to be processed in Customer First or Customer Record.

Responding to review enquiries

Table 1

Expand table

Step

Action

1

Age Milestone Mandatory reviews

Age Milestone Reviews start when a child care receiver reaches the following age milestones:

  • 4 years 8 months, and
  • 13 years

When the review starts, the system automatically sends a notification letter to the carer with the following forms:

  • Review of Carer Payment and Carer Allowance - Care Needs Assessment for a child under 16 years (SA416), and
  • Review of Carer Payment and Carer Allowance Medical Report (for a child under 16 years) (SA418)

A reminder is automatically registered on the Future Activity List (FAL) screen and will be issued after 28 days.

If the carer has not returned the forms after 56 days, the customers:

  • CA will auto-cancel, and
  • CP will auto-suspend

If the carer is:

  • requesting replacement form(s), go to Step 2
  • lodging form(s) for the review, go to Step 3
  • contacting after receiving a reminder and forms have already been returned, go to Step 4
  • contacting after suspension of CP and/or CA, see Table 3

Note: Age Milestone Mandatory reviews are not able to be extended or deferred.

2

Carer requests forms reissue

Is it necessary to re-issue the form(s)?

  • Yes:
    • Reprint the letter and system generated form(s) via the History Summary (HS) screen. If unavailable, use Mail Forms to issue fillable versions. See Resources page for form(s)
    • Record details on a DOC
    • Remind the carer of the actions that will be taken if all of the form(s) are not returned by the due date
  • No, procedure ends here

3

Lodgement of review forms

Carer needs to lodge an SA416/SA417 and/or SA418/SA430, (however an SA431 may also be accepted) online or attend 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

Tell the carer when uploading forms to select the document type: Centrelink form, then type the form title or code, which is 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 review form(s) that:

  • both forms are signed
  • all questions have been answered, including:
    • Customer Reference Number (CRN)
    • carer name
    • carer's address
    • phone number(s)
  • record details on a DOC

Are both parts of the review fully completed and returned?

4

Both forms returned

If required, 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.

If an SA416 or SA418 has been scanned as an incorrect Form Type, update the document details, see Moving, copying or updating Centrelink digital image.

Register the return of the review. Check the review has been removed from the FAL screen on either the care receiver's (if the care receiver has their own record) or carer's record. If not, mature the review on the FAL screen manually by:

  • 'S'electing the review
  • keying the source code and receipt date
  • the review status will change to 'STA'rted and display on the Activity List (AL) screen
  • record details on a DOC

Reminder received in error

If the carer has received a medical review reminder, and the medical review is scanned on the carer's or care receiver's record, register the review by maturing on the FAL screen.

For:

  • processing staff, see Table 2
  • all other staff, procedure ends here

5

Only one form returned

When only one part of the review has been returned:

  • Do not register the return of the review
  • Tell the carer to return the required form(s) as soon as possible. Check the History Summary (HS) screen and select the appropriate letter for the due date
  • Ask the carer when they will return the missing form
  • Record details on a DOC for the Processing Team

For:

  • processing staff, see Table 2
  • all other staff, procedure ends here

Processing Team

For Carer Payment/Carer Allowance New Claims Smart Centre Processing staff.

Table 2

Expand table

Step

Action

1

Review received

Is further information needed to complete the review? For example, only one form lodged, forms are incomplete or missing pages.

2

Follow up - Request for Information

Age Milestone reviews cannot be extended or deferred.

Check the carers and the care receiver's records for the requested information.

If all requested information has:

  • been returned, go to Step 3
  • not been returned within the allowed time, cancel the customer's Carer Payment (CP) and Carer Allowance (CA). Cancel the CAR/SVU review activity

Note: the date of effect of the determination is generally the day following the expiration of the time allowed to respond.

Where the customer has already been paid for this date, the date of effect for the cancellation will be Date Paid To (DPT) plus 1.

    • Go to the Activity List (AL) screen
    • Key 'C' against the activity and press [Enter]
    • Go to the Activity Cancel (AYC) screen
    • Key 'C' or 'R' to cancel all provisional changes. This review activity status changes to 'REG'istered
    • Outside the review activity, go to the Benefit Action (BA) screen. Key:
    • Svc Rsn: field - CAR
    • Action: field - CAN
    • Reason: field - FRC
    • Effect Date: field - date of cancellation
  • In the same activity, go to the Care Receiver Summary (CRS) screen. Select the care receiver and go to the Care Receiver Benefit Action (CJBA) screen. Key the following:
    • Svc Rsn: field - CDA
    • Action: field - CAN
    • Reason: field - FRC
    • Effect Date: field - date of cancellation

If a completed Treating Health Professional (THP) report has been received, code the Child Disability Assessment Tool Summary (CDAS).

Do not code an incomplete form or a Care Needs Assessment form (CNA) without the Treating Health Professional (THP) report.

  • Finalise the activity on the Assessment Results (AR) screen
  • DOC the carer's record with the outcome of the review. See the Resources page for the DOC template
  • Go to Step 12

3

Process the review

Note: Age Milestone reviews are to be processed in Customer First or Customer Record.

To process the review:

  • Go to the AL screen
  • 'S'elect the CAR/SVU activity
  • Press [Enter]
  • Key 'Y' to process 'Disability Assessment Tool' on the Carer Payment Review (CPRV) screen
  • Press [Enter]

Complete the review:

4

Complete review activity in carer's record
  • Code the Child Disability Assessment Tool Summary (CDAS) screen. Key 'Y' in the Add a new THP Assessment field and press [Enter]
  • Code the Child Medical Details (CDMD) screen, overstriking the previous Treating Health Professional (THP) details as these will populate the screen and update with current details from the provided medical report
  • Code the Effect date field (DOE) with the date of receipt (DOR) of the review

Note: DOE may need to change if the decision is an unfavourable decision, or the decision is due to a loss of qualification.

  • Key 'I' in the Action field and press [Enter] to go to the Treating Health Professional Assessment (CDTT) screen
  • Press [Enter] to go to the CDAS screen
  • Take note of the THP score
  • Nxt: field - CLS. Select the CAR/SVU activity from the AL screen if required
  • Press [Enter]
  • Key 'Y' in the Add a new Care needs assessment and press [Enter]. See Coding the paper Carer Payment and/or Carer Allowance Care Needs Assessment for a child under 16 years.
  • Go to the Care Load Behaviour (CLBHA) screen
  • Action: field - key 'I' and press [Enter]. Code the relevant screens
  • Code the Effect date field with the date of receipt (DOR) of the review activity

Note: the Effect Date field may need to change if the decision is an unfavourable decision, or the decision is due to a loss of qualification.

Conduct further investigation if the: 

  • CNA questionnaire and Treating Health Professional responses are inconsistent, and 
  • processing Service Officer deems the CNA questionnaire does not accurately reflect the child's functional ability, behaviour and special care needs 

Only contact the customer to clarify responses and do not lead customers if they want to update their answers.

Update (where required) the carer and care receiver circumstances including:

Do not finalise the review. Check that the outcome is as expected, and the date of effect (DOE) is in line with the determination. Only code 'Y' when the review is ready to be finalised in these cases.

Go to Step 6.

5

Code the DCLAD in the Care Receiver's record and process the review
  • Go to the Care Receiver Summary (CRS) screen and 'S'elect the care receiver
  • Code the Child Disability Assessment Tool Summary (CDAS) screen. Key 'Y' in the Add a new THP Assessment field and press [Enter]
  • Code the Child Medical Details (CDMD) screen, overstriking the previous Treating Health Professional (THP) details as these will populate the screen and update with current details from the provided medical report
  • Code the Effect date field (DOE) with the date of receipt (DOR) of the review

Note: DOE may need to change if the decision is an unfavourable decision, or the decision is due to a loss of qualification.

  • Key 'I' in the Action: field and press [Enter] to go to the Treating Health Professional Assessment (CDTT) screen
  • Press [Enter] to go to the CDAS screen
  • Take note of the THP score
  • Nxt: field - CLS. Select the CAR/SVU activity from the AL screen if required
  • Press [Enter]
  • Key 'Y' in the Add a new Care needs assessment and press [Enter]. See Coding the paper Carer Payment and/or Carer Allowance Care Needs Assessment for a child under 16 years.
  • Go to the Care Load Behaviour (CLBHA) screen
  • Action: field - key 'I' and press [Enter]. Code the relevant screens
  • Code the Effect date field with the date of receipt (DOR) of the review activity

Note: the Effect date field may need to change if the decision is an unfavourable decision, or the decision is due to a loss of qualification.

Conduct further investigation if the: 

  • CNA questionnaire and Treating Health Professional responses are inconsistent, and 
  • processing Service Officer deems the CNA questionnaire does not accurately reflect the child's functional ability, behaviour and special care needs 

Only contact the customer to clarify responses and do not lead customers if they want to update their answers.

Update (where required) the carer and care receiver circumstances including:

Do not finalise the review. Check that the outcome is as expected, and the date of effect (DOE) is in line with the determination. Only code 'Y' when the review is ready to be finalised in these cases.

Go to Step 6.

6

Outcome of the review
  • When the review can be finalised, 'S'elect the CAR/SVU activity from the Activity List (AL) screen on the carer's record
  • Go to the Carer Payment Review (CPRV) screen, and code 'Y' to 'Complete Review'
  • Check the outcome of the review on both the Assessment Results (AR) and Carer Allowance Action and Assessment Result (CJAA) screens. Do not finalise the review at this stage
  • If Carer Allowance (CA) is changing to CA (Auto), and CA payments are expected to continue, code the Care Receiver Benefit Action (CJBA) screen with the following:
    • Svc Rsn: field - CDA
    • Action: field - REA
    • Effect Date: field - date of effect of the review

Consider referring to CSAT Social Worker, see Carer Specialist Assessment Team (CSAT) referrals for Carer Payment (CP) (child).

If the review will result in:

  • no change to CP and CA qualification, go to Step 7
  • cancellation of CP and/or CA due to not achieving a qualifying score, go to Step 8
  • cancellation of CP and/or CA due to change in care/respite/carer activity/any other reason, go to Step 9
  • cancellation of CP and CA payments, CA HCC only to continue, go to Step 10
  • cancellation of CP and continuation of CA (child care receiver with a Recognised Disability), go to Step 11

Note: if CA has been previously cancelled (for example, CAN/MRN) and further information is provided for a review of the cancellation, however, the carer remains ineligible for CA due to another reason, Service Officer's must:

  • contact the carer
  • issue a manual letter (Q004), and
  • record details on a DOC on the carer's record

For the Q004 text, see the Resources page in Adult medical reviews for Carer Payment (CP) and Carer Allowance (CA). The original date of cancellation is the original date of decision.

7

Carer is still qualified and payable for CP and CA payments
  • The date of effect for continuation of payment is the date of receipt of the review
  • There is no requirement to contact the carer
  • DOC the carer's record with the outcome of the review. See Resources page for DOC template
  • A letter is not issued to the carer if they are still qualified for CP and CA
  • Finalise the Medical Review (CAR/SVU) activity

Go to Step 12.

8

Carer no longer qualifies for CP and CA due to not achieving a qualifying score
  • The date of effect for cancellation for not achieving a qualifying score is the date of determination of the review under Section 118 SSAA. Update the date of effect on the CDMD and CLBHA screens
  • Make genuine attempt to contact the carer before finalising the review. See Advising verbally of an unfavourable decision
  • If the carer is providing more information:
    • issue the form(s)
    • hold the review to user (HTU)
    • DOC the progress of the review
  • If the carer is not providing more information:
    • discuss with them any possible entitlement
    • give them any relevant publications for payments and concessions
    • use Operational Blueprint for the life event
  • DOC the carer's record with the outcome of the review. See Resources page for DOC template
  • Cancellation letters will be automatically issued to the carer
  • Finalise the Medical Review (CAR/SVU) activity

Go to Step 12.

9

Carer no longer qualifies for CP and/or CA due to change in care/respite exceeded/any other reason
  • Make genuine attempt to contact the carer before finalising the review. See Advising verbally of an unfavourable decision.
  • If the carer is providing more information:
    • issue the form(s)
    • hold the review to user (HTU)
    • DOC the progress of the review
  • If the carer is not providing more information:
    • discuss with them any possible entitlement
    • give them any relevant publications for payments and concessions
    • use Operational Blueprint for the life event
  • Update the record to reflect the change and finalise the Medical Review (CAR/SVU) activity
  • DOC the carer's record with the outcome of the review
  • If more support is needed for complex queries:
    • place the review on hold (HTU)
    • refer to Level 2 Policy Helpdesk

Go to Step 12.

10

Carer no longer qualifies for CP and CA (payments) due to not achieving a qualifying score, CA HCC to continue
  • The date of effect for cancellation for not achieving a qualifying score is the date of determination of the review under Section 118 SSAA. Update the date of effect on the CDMD and CLBHA screens
  • Make genuine attempt to contact the carer before finalising the review. See Advising verbally of an unfavourable decision
  • If the carer is providing more information:
    • issue the form(s)
    • hold the review to user (HTU)
    • DOC the progress of the review
  • If the carer is not providing more information:
    • discuss with them any possible entitlement
    • give them any relevant publications for payments and concessions
    • use Operational Blueprint for the life event
  • DOC the carer's record with the outcome of the review. See Resources page for DOC template
  • Cancellation letters about the cancellation of CP and CA continuation as HCC only will be automatically issued to the carer
  • Finalise the Medical Review (CAR/SVU) activity

Go to Step 12.

11

Carer no longer qualifies for CP due to not achieving a qualifying score, CA to continue (child care receiver with a Recognised Disability)
  • The date of effect for cancellation for not achieving a qualifying score is the date of determination of the review under Section 118 SSAA. Update the date of effect on the CDMD and CLBHA screens
  • Make genuine attempt to contact the carer before finalising the review. See Advising verbally of an unfavourable decision
  • If the carer is providing more information:
    • issue the form(s)
    • hold the review to user
    • DOC the progress of the review
  • If the carer is not providing more information:
    • discuss with them any possible entitlement
    • give them any relevant publications for payments and concessions
    • use Operational Blueprint for the life event
  • DOC the carer's record with the outcome of the review. See Resources page for DOC template
  • A cancellation letter about cancellation of CP will be automatically issued to the carer
  • Finalise the Medical Review (CAR/SVU) activity

Go to Step 12.

12

Finalise on the Service Strategy (PQSS) screen

Go to the PQSS screen and code:

  • CAR Child Care Receiver Age Milestone (430): field - 'X'
  • Process Forms (397): field - 'I'
  • STS: field - 'COM' (press [Enter] twice)
  • DOR: field - date activity is being completed (press [Enter] twice)
  • Follow Up (164): field - 'I'
  • STS: field - 'COM' (press [Enter] twice)
  • Warning - W001PQ - Service Action status change will trigger a service update shows on the screen. Select Y, then press [Enter] to continue
  • In Next: field, key AR and press [Enter] to continue and finalise the activity

Note:

  • The Service Component will remain 'STA'rted until all Service Actions have been finalised - 'COM'pleted
  • When the Service Component is completed, it cannot be restarted

Reassessment of payments following cancellation

Table 3

Expand table

Step

Action

1

Additional information provided for reassessment

Carers whose payments have cancelled as a result of the review, may need to provide a new Medical Report (SA431), Care Needs Assessment form (SA394) or both for their payments to be reassessed. These forms will need to have been provided within 13 weeks of the date of notification of their payments being cancelled.

Has the carer provided all additional information to reassess their cancelled payments?

  • Yes, proceed with the reassessment. Go to Step 2
  • No, staff are not to take any action unless all required documents have been provided. Annotate the previous cancellation DOC on record to advise that a form has been lodged

2

Reassessment of the cancelled CP and/or CA payments

CP and/or CA payments cancelled due to not meeting the Disability Care Load (Child) Assessment Determination (DCLAD) qualifying scores following the initial review assessment:

  • investigate the carer's/care receiver's record and the most recent medical report to determine the cancellation reason
  • consider any new information or medical evidence (medical report or Care Needs Assessment (CNA)) provided by the carer and record this information accordingly. The existing medical report and/or CNA responses, which resulted in the initial cancellation of the payment must not be deleted

Note: any additional information/medical evidence (medical report) that has been submitted must be recorded on the carer and/or care receiver record, even if this evidence is not likely to change the outcome.

If coding:

3

Coding both a new medical report and Care Needs Assessment (CNA)

Go to the carer's record:

  • Key CRS in the Nxt: field to go to the Care Receiver Summary (CRS) screen
  • If the child has a:
    • child record, 'S'elect relevant child's name
    • adult record, go to their record and 'S'elect Self from the CRS screen to open the Care Receiver Task Selector (CETS) screen
  • 'S'elect:
    • Disability Assessment Tool (Child), and
    • Care Load Summary

In the Child Disability Assessment Tool Summary (CDAS) screen, update the following fields:

  • Key 'Y' in the Add a new THP assessment field
  • Effect date: key the correct date of effect from the original assessment
  • Source: key as applicable
  • DOR: key the Date of Receipt when all forms required for reassessment were provided

Press [Enter] to start the process and progress through the following screens:

  • Child Medical Details (CDMD screen):
    • Key the details of the information provided in the new medical report
    • Key 'I' in the Action: field
    • Press [Enter]
  • Treating Health Professional Assessment (CDTT)screen:
    • Key the details as per normal new claim processing
    • Key 'I' in the Action: field
    • Press [Enter]
  • Care Load Summary (CLS)screen:
    • Key 'Y' in the Add a new Care Needs assessment field
    • Source: key as applicable
    • DOR: key the Date of Receipt when all forms required for reassessment were provided
    • Press [Enter]
  • Care Load - Behaviour (CLBHA) screen:
    • Key the details as per normal new claim processing
    • Key 'I' in the Action: field
    • Press [Enter]
  • Care Load - Behaviour (CLBHB)screen:
    • Key the details as per normal new claim processing
    • Key 'I' in the Action: field
    • Press [Enter]
  • Care Load - Everyday Tasks (CLET)screen:
    • Key the details as per normal new claim processing
    • Key 'I' in the Action: field
    • Press [Enter]
  • Care Load - Special Care Needs (CLSCB)screen:
    • Key the details as per normal new claim processing
    • Key 'I' in the Action: field

Press [Enter] to return to the CDAS screen and view the outcome of the care receiver's DCLAD score.

Before going to the Assessment Results (AR) screen and finalising the reassessment, check to see if any other details need updating, such as:

  • respite or hospitalisation days
  • shared, exchanged or periodic care arrangements

Does the carer now qualify for payment?

4

Coding a new Care Needs Assessment (CNA)

Go to the carer's record:

  • Key CRS in the Nxt: field to go to the Care Receiver Summary (CRS) screen
  • 'S'elect relevant child's name
  • 'S'elect Care Load Summary
  • Key 'Y' in the Add a new Care Needs assessment field

Press [Enter] to progress through the following screens:

  • Update the Care Load Behaviour (CLBHA) screen
    • Effect Date: key the correct date from the original assessment
    • Update the date signed
    • Key the details as per normal new claim processing
    • Source: key as applicable
    • DOR: key the Date of Receipt when the form required for reassessment was provided
    • Key 'I' in the Action: field, press [Enter]
  • Update the Care Load - Behaviour (CLBHB) screen
  • Key the details as per normal new claim processing
  • Press [Enter] through the CLET, CLSCA and CLSCB screens to the CLS screen

Before going to the Assessment Results (AR) screen and finalising the reassessment, check to see if any other details need updating, such as:

  • respite or hospitalisation days
  • shared, exchanged or periodic care arrangements

Does the carer now qualify for payment?

5

Coding a new medical report only

Go to the carer's record:

  • Key CRS in the Nxt: field to go to the Care Receiver Summary (CRS) screen
  • 'S'elect the relevant child's name
  • 'S'elect Disability Assessment Tool (Child)
  • Select the existing Child Disability Assessment Tool Summary (CDAS) line
  • Key 'Y' in the Add another THP response field
  • Effect date: key the correct date from the original assessment
  • Source: key as applicable
  • DOR: key the Date of Receipt when the form required for reassessment was provided
  • Key 'I' in the Action: field

Press [Enter] to progress through the following screens:

  • Child Medical Details (CDTT):
  • key the details of the information provided in the new medical report
    • key 'I' in the Action: field
    • press [Enter]
    • after keying all responses from the THP, press [Enter] to populate the screen fields with response descriptions and corresponding scores
    • press [Enter] to return to the CDAS screen and view the outcome of the care receiver's CDAT score

Before going to the Assessment Results (AR) screen and finalising the reassessment, check to see if any other details need updating, such as:

  • respite or hospitalisation days
  • shared, exchanged or periodic care arrangements

Does the carer now qualify for payment?

6

CP and/or CA is not payable

If CP and/or CA is not payable:

  • annotate the original cancellation DOC or create a new DOC to record the new information provided
    Note: if there has been an update to the Disability Care Load Assessment Determination (DCLAD) score, the new Treating Health Professional (THP) and carer scores must be recorded in the DOC. Any additional information/medical evidence (medical report) that has been submitted must be recorded on the carer and/or care receiver record, even if this evidence is not likely to change the outcome
  • contact the carer or their correspondence nominee to tell them of the outcome of the reassessment
  • if still within 13 weeks of the date of the original review decision, remind the carer about this timeframe and their option to provide further documents for reassessment
  • close the scan(s). See Viewing Centrelink customers' digital images

Note: if the carer or their correspondence nominee provides additional information, verbally or in writing, it must be recorded to make sure the carer's record reflects their most recent circumstances.