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Processing Crisis Payment (CrP) claims 003-07030000

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This document outlines the assessment of CrP. Processing and evidence requirements for each CrP category is different. Refer to individual processing Operational Blueprints for instructions.

Assessing CrP claims

For information and eligibility for each category of CrP, see Eligibility for Crisis Payment (CrP).

Assess CrP claims in Process Direct

Processing instructions:

Note: after assessment the reason for the decision is to be recorded in a details DOC on the customer's record. Ensure that advice is issued to the customer confirming whether the payment was granted or rejected.

Crisis Payments are considered urgent and must be paid to the customer as an immediate payment via Priority Direct Credit (PDC).

Only consider an Electronic Benefits Transfer (EBT) card if none of these options are available and the customer is at a service centre.

Contents

New claim for Crisis Payment under extreme circumstances family and domestic violence

New claim for Crisis Payment extreme circumstances (other)

New claim for Crisis Payment after customer released from prison or psychiatric confinement

New claim for Crisis Payment before the release of a customer in prison or psychiatric confinement

New claim for Crisis Payment for humanitarian entrants newly arrived in Australia

Crisis Payment - National Health Emergency

Confirming prison admission and release dates

Identifying and offering services to customers in crisis or needing special help

Eligibility for Crisis Payment (CrP)

Social Work Services

Social Worker assessment for Crisis Payment (CrP) Extreme Circumstances family and domestic violence

Centrelink service standards and procedures for pre-release customers

Centrelink service standards and procedures for customers released from prison