Assistance for Isolated Children (AIC) End of Year (EOY) review form enquiries 110-07070010

Service Officers who are not AIC trained, transfer the call to AIC using Services Australia Workspace. Procedure ends here.

If the:

• EOY review form has been presented in a service centre, go to Step 4
• applicant has advised they have lodged the EOY review form, go to Step 2
• applicant would like to complete the EOY review verbally, go to Step 3
• applicant does not want to submit the EOY review verbally and would like the EOY review form reissued, go to Step 5
• applicant is enquiring about the EOY review form, go to Step 6
• applicant has advised they have submitted requested additional information, go to Step 7

If an applicant advises they have lodged their EOY review form, AIC telephony staff must check all the following:

• the form is complete
• supporting documents are provided, including a new Assistance for Isolated Children (AIC) Medical Statement - Student Special Needs (SY099) form (if required)

Is the AIC EOY review form complete and all supporting documents have been lodged?

• Yes, and the Service Officer is:
• not trained in processing these reviews, go to Step 9
• trained in processing these reviews, see Processing Assistance for Isolated Children (AIC) End of Year (EOY) review forms
• No, and the applicant:
• wants to complete the review verbally, go to Step 3
• does not want to complete the review verbally. Tell the applicant what documents are required for their review to be finalised. Procedure ends here

On the student's record, use the Fast Note workflow below to verbally collect the information needed for the EOY review. For:

• Distance Education Allowance (DED) students, select Auto text, use Students, ABSTUDY & Apprentices > AIC > Verbal AIC EOY review Dis Ed
• Basic Boarding Allowance (BBA) or Additional Boarding Allowance (ABA) students, select Auto text, use Students, ABSTUDY & Apprentices > AIC > Verbal AIC EOY review Boarding
• Second Home Allowance (SHA) students, select Auto text, use Students, ABSTUDY & Apprentices > AIC > Verbal AIC EOY review SHA

Note: if the student is receiving AIC Pensioner Education Supplement (PES), use the Fast Note for the allowance criteria used to grant the payment. Additional Boarding Allowance (ABA) questions are not required.

Complete all required questions in the Fast Note and record all relevant details. The DOC must be left open.

Repeat this process for all AIC siblings.

Does the Service Officer have the skills to process the EOY review?

• Yes, see Processing Assistance for Isolated Children (AIC) End of Year (EOY) review forms
• No, tell the applicant the EOY review will be allocated to the AIC processing team. Procedure ends here

Service centre staff must check the review has all required questions completed.

Return the review to the applicant for completion if:

• questions are not completed
• documents are missing
• the applicant's signature is missing

If the review is complete:

• scan the review onto the student's record, see Scanning Centrelink documents using an MFD
• use the Scan button only, to create an open work item
• include the service centre
• include the recorded date of receipt

The scanned copy is then available for processing by the relevant AIC Smart Centre.

Procedure ends here.

To reissue the EOY review letter:

• locate the review letter from the History Summary (HS) screen. It will display as 'AICNOT'.
  Note: the review letter is archived 26 weeks after the review was first sent. If access to an archived letter is required, see Using the Archiving and Culling Engine (ACE) to access archived letters and electronic messages
• confirm the applicants correct postal address. If the address needs to be updated, see Change of address for Assistance for Isolated Children (AIC) applicants or students
• reissue the review letter as per the applicant's request, see Viewing or reissuing a letter or electronic message

Can the letter be located and reissued?

• Yes:
• tell the applicant that the letter has been reissued
• record details on a DOC
• procedure ends here
• No, a manual EOY review letter is required, see Table 2

If an applicant has contacted enquiring about:

• assistance to fill out an EOY review form, view the sent EOY review letter, see Viewing or reissuing a letter or electronic message
• an outcome for a completed EOY review, review the student's file and refer to the Resources page for frequently asked questions and answers about the EOY review

Record details in a DOC of any advice given to the applicant.

Procedure ends here.

When an applicant provides requested information, Service Officers must decide if the supporting documents/evidence provided is acceptable and/or if more information needs to be requested.

• Confirm the requested documents in the AIC EOY Rec'd - More info needed DOC on the Document List (DL) screen
• View the supplied documents in Document Tools, see Finding digital images via Document Tools in Customer First

Have the requested documents been provided?

• Yes, go to Step 8
• No, tell the applicant what documents are required. Procedure ends here

Note the return of the requested information by annotating the AIC EOY Rec'd - More info needed DOC.

Does the Service Officer have the skills to process the EOY review?

• Yes, see Processing Assistance for Isolated Children (AIC) End of Year (EOY) review forms
• No, go to Step 9

If the AIC EOY review form is complete, and all supporting documents have been lodged:

• the uploaded document will allocate to an AIC Service Officer through Workload Management
• tell the applicant the review will be allocated to the AIC processing team

Has the applicant returned an EOY review form, and 21 days has passed since EOY review form was lodged?

• Yes, send a Fast Note to get the review allocated, select Auto text, use Students, ABSTUDY & Apprentices > AIC > AIC EOY Review process request > Confirm
• No, procedure ends here

Open the applicable template located in the Students and trainees letter sub-site, for:

• AIC Pensioner Education Supplement (PES), use AIC PES EOY Letter
• Otherwise, use AIC EOY Manual Letter

Before making any updates to the document, inside the Word document:

• Select File
• Select Save As
• Select Browse
• Save the template to the desktop

When saved, close the document by selecting the X in the top right hand corner.

Open the template from the desktop, go to Step 2.

Review the complete document and delete paragraphs that are not applicable.

Do not remove final paragraphs:

• Account details
• Email address
• Your statement
• How to return the questionnaire
• Review of decision paragraph
• Privacy statement
• Complaints directions

When all red text has been removed, go to Step 3.

On the first page, update the following required changes:

• Customer Reference Number (students CRN)
• Approved applicants name and address
• First name of applicant
• Student's first and last name

Go to Step 4.

In the remaining pages, updates are required to include the student's name.

Use the Find and Replace function to update all required fields in one action. In the Word document:

• select Home on the top left hand corner
• on the Home ribbon, select Replace
• update the following fields:
• Find what: key the following text {STUDENT FIRST NAME}
• Replace with: key the student's first name
• select Replace All

Go to Step 5.

Save the document to the desktop as a PDF, inside the Word document:

• Select File
• Select Print
• Change the Printer to Microsoft Print to PDF
• Select Print
• Save the PDF to the desktop

When the PDF is saved, open the PDF from the desktop. When inside the PDF document:

• Select File
• Select Print
• Confirm the correct printer has been preselected
• Select Print

When the document has printed, review the hard copy letter. After the letter has been reviewed, place in an envelope and mail the copy of the letter to the applicant.

Go to Step 6.

In the students record:

• Select Document Tools from the Customer First menu
• Select Upload Document
• Date of Receipt: field, key the date the AIC EOY Manual Letter was issued
• Form Type: field, select UNS010
• Hand Off For Further Action: field, select No
• Select Browse
• Select the PDF document from your desktop
• Select Open
• Select Upload
• When the document has been uploaded to the customer record, delete the desktop copy

Repeat this process for each child.

Procedure ends here.