Processing Assistance for Isolated Children (AIC) End of Year (EOY) review forms 110-07070040

Has an AIC Manual EOY review required manual follow-up (MFU) been allocated?

• Yes, go to Step 2
• No, see Table 2

Service Officers must check the Document List (DL) in Customer First to confirm if the applicant has:

• been sent a manual EOY review letter, or
• completed a verbal EOY review

Has the applicant been issued an AIC manual EOY review letter?

• Yes, and the applicant:
• has responded to the letter. To assess the EOY review, see Table 2
• has not responded to the letter, go to Step 5
• No, go to Step 3

If the applicant has not completed a verbal EOY, make 2 genuine attempts to contact the applicant to take a verbal AIC EOY review.

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

Note: when taking a verbal EOY for AIC PES, use the Fast Note for the allowance criteria used to grant the payment. Additional Boarding Allowance (ABA) questions are not required.

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

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

Has a verbal EOY review been completed?

• Yes, and:
• no supporting documents are required, assess the EOY review. See Table 2
• supporting documents are required, go to Step 5
• No, an AIC Manual EOY review letter is required, go to Step 4

When a verbal AIC EOY review has not been completed, an AIC EOY manual letter is required to be sent to the applicant.

To send this letter, see Assistance for Isolated Children (AIC) End of Year (EOY) review form enquiries.

When the manual AIC EOY review letter has been issued, record details on a DOC on the students record.

Place the AIC Manual EOY review required MFU on hold to allow time for the applicant to provide the requested documents:

• on the Activity List (AL) screen, select the AIC Manual EOY review required MFU
• select (H) and select Continue
• Resubmit Date: key '+' and the number of days needed (for example, +14)
• select Continue

Procedure ends here.

Close the MFU when a:

• manual EOY review letter has not been responded to by the applicant, or
• verbal EOY has been completed and supporting documents are required

To close the AIC Manual EOY review required MFU:

• go to Activity List (AL) screen
• select the AIC Manual EOY review required MFU
• from the Selection Options screen, select (C) Cancel an activity
• select Continue
• select Yes - Cancel the Activity
• select Continue

Record details on a DOC.

If the applicant:

• has not responded to a manual EOY letter, no further action can be completed until the review is returned. Procedure ends here
• has completed a verbal EOY and supporting documents are required, a written request for the documents must be sent. See Table 2 > Step 8

When actioning an AIC EOY review, a previous Service Officer may have assessed and requested additional documents using a Q760 letter.

Confirm the requested documents in the AIC EOY Rec'd - More info needed DOC on the Documents List (DL) screen.

Has the applicant been sent a Q760?

• Yes, and the requested documents have:
• been provided, go to Step 2
• not been provided, go to Step 9
• No, go to Step 2

Review all questions in the EOY review form to confirm they have been answered.

Depending on the students' circumstances and criteria the AIC has been granted under, supporting documentation may be required each year to support ongoing eligibility.

Supporting documents may be required when:

• requested within the EOY form
• the Special Needs Reason: field on the EIC Isolation Details (EIID) screen is recorded as:
• Temporary special needs:
  SPH - if the student's health condition is not long term or permanent, including pregnancy, or
  SPF - if the student's health condition is not long term or permanent, or
  SPL - if the student's health condition is not long term or permanent
  Note: temporary conditions require a new AIC Medical Statement - Student Special Needs (SY099) form to be completed each year
• ITN - Itinerancy
• IMP - Impassable roads
• a change of circumstances that requires additional information

For students whose isolation condition is listed above, see Isolation conditions for Assistance for Isolated Children (AIC) to determine what supporting documents are required.

Is the EOY review complete, and all required documents have been provided?

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

Make 2 genuine attempts to contact the applicant to take the missing review details verbally and/or advise what information is needed.

Was the required information available to be provided verbally?

• Yes, record details of received information on a DOC. Go to Step 4
• No, go to Step 8

If the activity is received after 1 March of the year following the study, check the applicant's record for an Intent to claim DOC. See Intent to claim for vulnerable customers to determine the correct deemed date of claim.

Do intent to claim provisions apply?

• Yes, go to Step 5
• No, the claim will automatically reject (REJM01 - Claim lodged > 1 MAR after study year) at the Assessment Results (AR) screen. Go to Step 5

Is the applicant still an approved applicant for AIC payments for the student?

• Yes, see Table 3
• No, and the date from which the applicant was no longer an approved applicant is:
• known, go to Step 7
• not known, go to Step 6

Make 2 genuine attempts to contact the applicant to determine the date they became unapproved.

Was the required information available to be provided verbally?

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

When the applicant is no longer approved, updates are required to cancel the AIC payment:

• Do not select the EOY review activity on the Future Activity List (FAL) screen
• Go to the EIC Claim Details (EICD) screen and update the following fields:
• Event Date: key the date they became an unapproved applicant
• Non-approval Reason: key NPC - Non-Primary Care
• Source:
• DOR: key the date the details were provided
• Action: key 'I' to insert new details
• Go to the Assessment Results (AR) screen and finalise the activity
• Record details on a DOC, select Auto text, use Students, ABSTUDY and Apprentices > AIC > AIC Cancelled
• Complete any open EOY review activities and documents, see Viewing Centrelink customers' digital images

Has a debt occurred?

• Yes, and the Service Officer is:
• trained in actioning debts, see Cancellation and debt raising of Assistance for Isolated Children (AIC) payments. Procedure ends here
• not trained in actioning AIC debts, procedure ends here
• No, procedure ends here

Tell the applicant the required documents to support the AIC EOY review.

On the applicants record, issue a Q760 letter requesting the information.

Use Fast Note - select Auto text, use Students, ABSTUDY & Apprentices > AIC > AIC EOY Rec'd - More info needed.

Place the open Fast Note on hold for 14 days plus additional time provided for mail delivery:

• on the Activity List (AL) screen, select the Fast Note
• select (H) and select Continue
• Resubmit Date: key '+' and the number of days needed (for example, +37)
• select Continue

Procedure ends here.

When the AIC EOY Rec'd - More info needed Fast Note falls due, if the applicant has not responded to the request for additional information:

• Close the Fast Note:
• go to Activity List (AL) screen
• select the AIC EOY Rec'd - More info needed Fast Note
• from the Selection Options screen, select (C) Cancel an activity
• select Continue
• select Yes - Cancel the Activity
• select Continue
• Annotate the AIC EOY Rec'd - More info needed DOC detailing the required information not provided

Procedure ends here.

The EOY activity displays on Future Activities List (FAL) screen until 1 April. EOY reviews received after 1 April need to be indexed as a new claim.

Is the EOY activity showing on the FAL screen?

• Yes, go to Step 2
• No, if today's date is:
• before 1 April, go to Step 3
• after 1 April, the EOY review is assessed through a claim activity. See Assessing and coding claims for Assistance for Isolated Children (AIC). Procedure ends here

Process the review using the 'EOY' activity on the Future Activity List (FAL) screen.

In Customer Record:

• go to the FAL screen
• select the EOY activity and update the following fields:
• Source: key AICEY
• DOR: key the date the review form was received
• Confirm changes? key Y
• press [Enter]
• go to the Activity List (AL) screen
• select the REA AIC EOY activity to start processing the review

Go to Step 4.

Go to the Benefit Action (BA) screen and update the following fields:

• Svc Rsn: key EIC
• Action: key RES - Restore
• Source: key AICEY
• DOR: key the date the review form was received
• press [Enter]
• Effect Date: this should default to the date of suspension or cancellation
• press [Enter]

Go to Step 4.

If the applicant has advised of an address change, update the address. See Change of address for Assistance for Isolated Children (AIC) applicants or students. When completed, return here.

Has there been a change in home address?

• Yes, go to Step 5
• No, and the student is studying via:
• home schooling, go to Step 6
• another mode of study, go to Step 7

If the student's family home has changed, their AIC eligibility needs to be re-established.

Determine if the student continues to meet an isolation criteria, see Isolation conditions for Assistance for Isolated Children (AIC).

Does the student continue to meet an isolation condition?

• Yes, and the student is studying via:
• home schooling, go to Step 6
• another mode of study, go to Step 7
• No, code the AIC cancellation inside the EOY activity, see Cancellation and debt raising of Assistance for Isolated Children (AIC) payments. Procedure ends here

The EOY review process may need a new, current or an initial home schooling registration certificate (either formal or provisional), as required by the state or territory, if the student:

• has changed state/territory
• has changed from an approved distance education provider to home schooling
• had a break in home schooling
• has reached the maximum age for home schooling in their state or territory

Has any of the above occurred to the student?

• Yes, request a new home schooling certificate, see Eligibility for Assistance for Isolated Children (AIC) Distance Education Allowance (DED). Place the provisional activity on hold to allow time for the certificate to be provided:
• on the Activity List (AL) screen, select the EOY activity
• select (H) and select Continue
• Resubmit Date: key '+' and the number of days needed (for example, +37)
• select Continue
• Procedure ends here
• No, go to Step 9

Applicants paid AIC due to geographical isolation must have their eligibility re-established if there has been a change to:

• their address
• the distance to the transport pick-up point
• the distance to the nearest appropriate state school
• circumstances that previously prevented, or will likely prevent in the future, reasonable access to appropriate state schooling for at least 20 school days in a year

Is the applicant receiving AIC for geographical isolation and indicated there are changes to any of the above?

• Yes, go to Step 8
• No, go to Step 9

Determine if the student continues to meet an isolation criteria, see Isolation conditions for Assistance for Isolated Children (AIC). Code the updated isolation condition, if required.

Does the student continue to meet an isolation condition?

• Yes, go to Step 9
• No, code the AIC cancellation inside the EOY activity, see Cancellation and debt raising of Assistance for Isolated Children (AIC) payments. Procedure ends here

To assess and code the Education Course Details (EDC) screen for the student's upcoming year of study, see Study updates and coding for Assistance for Isolated Children (AIC) students. When completed, return here.

Has the applicant advised that the students living arrangements have changed?

• Yes, go to Step 10
• No, go to Step 11

Students progressing to the next grade or changing study may also have a change to their living arrangement, see Eligibility for Assistance for Isolated Children (AIC) allowances.

For eligibility and coding of the Living Arrangement Details (EILA) screen, for:

• Distance Education Allowance (DED), see Eligibility for Assistance for Isolated Children (AIC) Distance Education Allowance (DED)
• Boarding Allowances (BA), see Eligibility for Assistance for Isolated Children (AIC) Boarding Allowance (BBA/ABA)
• Second Home Allowance (SHA), see Eligibility for Assistance for Isolated Children (AIC) Second Home Allowance (SHA)

When the change to their living arrangement has been coded, go to Step 11.

Is the applicant applying for ABA?

• Yes, for assessment and coding, see Eligibility for Assistance for Isolated Children (AIC) Boarding Allowance (BBA/ABA). Go to Step 12
• No, go to Step 12

Will the student claim or receive another Australian Government income support payment, such as Youth Allowance (YA), or a similar payment in the new study year?

• Yes, go to Step 13
• No, go to Step 14

If the applicant has indicated in the AIC EOY review that the student will receive other government assistance, the student will no longer have entitlement to AIC from that date.

Select the appropriate option below based on when the student will start to receive the other government assistance.

On the EIC Claim Details (EICD) screen, update the following fields:

• Other Payment Claim: key Y
• Action: key C

Go to Step 14.

Go to the Benefit Action (BA) screen and update the following fields:

• Svc Rsn: key EIC
• Action: key CAN - Cancel
• Reason: key COP - Another payment is more appropriate
• Effect Date: use the start date of the other government assistance as indicated in the EOY review
• Notes: record any relevant comments

Go to Step 14.

Payments for AIC are sent to the applicant or to a third party nominated by the applicant.

If the applicant has advised a change to the payment destination, update the payee details. See Payee for Assistance for Isolated Children (AIC).

Was the EOY review lodged after 1 March of the year following the study and intent to claim provisions apply?

• Yes, go to Step 15
• No, go to Step 16

When intent to claim provision apply to a late lodged EOY review, go to the EIC Claim Details (EICD) screen and update the following fields:

• Late Lodgement Concession: key Y
• Manual Assessment Start Date: key the entitlement start date
• Reason for Manual ASD: include the following notes 'Intent to claim recorded'

Go to Step 16.

• Record details on a DOC inside the activity before finalising the activity:
• Use Fast Note - select Auto text, use Students, ABSTUDY & Apprentices > AIC > AIC EOY Review Processed
• Input relevant details
• Link the Fast Note to the activity. In the Document Completion field, select Link to existing activity and select the relevant AIC EOY review activity
• Select Continue
• Go to the Assessment Results (AR) screen and finalise the activity
• Complete any scanned documents actioned as a part of the review

Has the applicant applied for ABA and next year's boarding fees are currently unknown?

• Yes, go to Step 17
• No, go to Step 18

In Customer First, create a manual review on the Review Registration (RVR) screen and complete the fields as follows:

• Service Reason: key EIS
• Review Reason: key REV - Manual Review
• Due Date: key 1 February next year
• Source: key INT
• Date of Receipt: key today's date
• Notes: key 'Record boarding fees if details have been provided and return to OB 110-07070040 Process > Table 3 > Step 17 to action manual follow-up (MFU).'
• Keywords: key REVAIC
• Workgroup: leave blank
• Position: leave blank
• Transfer to Region: key LPT

The review will mature on the Due Date coded in the RVR activity. Workload Management will allocate the review for manual action.

When the review matures:

• if the boarding fees have not been provided, make 2 genuine attempts to contact the applicant
• if the applicant cannot be contacted, issue a Q888 letter to the applicant using the AIC Request for boarding Fees Additional Boarding Allowance template. See Creating a Q999 or Q888 letter
• when boarding fees have been provided, make sure the Living Arrangement Details (EILA) screen is updated. See Eligibility for Assistance for Isolated Children (AIC) Boarding Allowance (BBA/ABA)
• annotate the AIC EOY Review Processed DOC with the updated boarding fees

Has the manual follow-up (MFU) been allocated?

• Yes, procedure ends here
• No, go to Step 18

Repeat this process for all AIC siblings who have had EOY reviews lodged and not assessed yet to ensure all family members' reviews are actioned and assessed on the same day.

Have multiple AIC siblings been assessed for one family?

• Yes, go to Step 19
• No, procedure ends here

After all siblings EOY reviews have been completed, a Q999 letter will need to be issued for each AIC sibling.

On the applicant record, issue a Q999 letter for each sibling.

For:

• Distance Education Allowance (DED), use the AIC Distance Education Allowance Grant template
• Boarding Allowances (BA/ABA), use the AIC Boarding Allowance Grant template
• Second Home Allowance (SHA), use the AIC Second Home Allowance Grant template

For details, see Creating a Q999 or Q888 letter.

When all siblings have been issued a Q999 letter, procedure ends here.