New claim for Crisis Payment for humanitarian entrants newly arrived in Australia 003-07030050

A customer who has arrived in Australia may contact Services Australia to make a claim for CrP-HUM.

If the customer is:

• part of the Refugee, humanitarian and protection visa holder services offer, go to Step 7
• contacting about claiming, go to Step 2

A customer must be the holder of a qualifying humanitarian visa subclasses to be eligible for CrP-HUM.

Staff must check the customer's residency details on the Legal Residence Details (RSLEG) screen. Confirm if:

• the customer arrived on a qualifying humanitarian visa, and
• they are contracting within 7 days of their first arrival in Australia on their humanitarian visa

Has the customer recently arrived on a qualifying humanitarian visa?

• Yes, go to Step 3
• No, go to Step 6

To be eligible for CrP-HUM, a customer must be receiving, or have claimed and be qualified (and payable) for:

• a social security benefit; or
• a social security pension

Is the customer receiving, or has claimed a social security pension or social security benefit?

• Yes, go to Step 5
• No, go to Step 4

Help the customer to submit a claim for:

• a social security pension or social security benefit. See Payment and Service Finder if unsure what payment should be claimed, and
• CrP-HUM claim after submitting the social security pension or social security benefit claim

Record the customer's intent to claim a CrP-HUM. Use Fast Note - select Auto text, use Emergency > Claim > CrP Intent to Claim.

If the customer wants to make a social security pension or social security benefit claim and is unable or unsuitable to complete an online claim an Assisted Customer Claim (ACC) may be offered.

Will the Service Officer be assisting the customer to lodge the CrP-HUM claim via ACC?

• Yes, go to Step 6
• No:
• Record the customer's intent to claim a CrP-HUM. Use Fast Note - select Auto text, use Emergency > Claim > CrP Intent to Claim
• Procedure ends here

Check if there is an outstanding CrP-HUM claim on the customer's record. If a customer has already lodged a claim but not yet finalised, tell the customer:

• that it is being assessed, and
• they will get a letter with the outcome

If there is no outstanding CrP-HUM claim on the customer's record, check if the customer has access to Centrelink Online services, or help them set up an account. Tell the customer that they can lodge a claim online by selecting:

• Payments and Claims
• Make a claim
• Crisis Payments
• Apply for Crisis Payment - Humanitarian Entrants

If the customer is not able to access Centrelink Online services, tell them that a staff member can help them claim and it will take approximately 15 minutes.

Does the customer need assistance to claim CrP-HUM?

• Yes, go to Step 7
• No, procedure ends here

A claim for CrP-HUM is not pursued where the customer identified they have incorrectly enquired about CrP-HUM.

In all cases where the CrP-HUM is not pursued:

• Explain to the customer that there are no review or appeal rights when a claim is not pursued as it has not been formally assessed and determined
• Clearly DOC the discussion on the customer's record
• Offer the customer the opportunity to test eligibility for an Urgent Payment or Advance Payment

Procedure ends here.

Staff can access ACC via the Assisted Customer Claim desktop icon.

• Enter the customer's CRN and select Go
• Select Make a new claim
• Read the privacy message to the customer and ask if they want to hear the full privacy agreement. Read this to the customer if requested. The customer must agree to the privacy agreement before starting the claim
• Select Crisis Payment
• Select Apply for Crisis Payment for Humanitarian Entrants
• Read the questions to the customer and select their answer

Check that all information is correct on the Review your claim page.

• If answers need to be corrected, select the relevant Update button
• If personal details need correcting, exit the ACC and update using the Change in Contact Details workflow. This information will then populate into the claim
• Go back into the ACC

Verbal claim declaration

Select the my obligations hyperlink (bottom of review page) and read the claim declaration to the customer.

• Select the 'I have read, understood and accept my obligations' check box
• Record the following information on the customer's record via Note in Process Direct: Verbal signature declaration script read and accepted by customer/nominee. CDF not required'
• Select Submit

Tell the customer:

• A Service Officer will process their claim within 2 business days
• A Service Officer may need to contact them to discuss their claim. The call will come from a private number
• They will receive notifications about the progress of their claim
• They will receive a letter with the outcome of their claim in their Centrelink Online account if they have one, or via post if they don't

Is the Service Officer skilled to process the CrP-HUM claim?

• Yes, go to Table 2
• No:
• Tell the customer a suitably skilled Service Officer will assess their claim
• Procedure ends here

In Process Direct:

• Select the Inbox tile
• Enter CRN or Claim ID
• Select Go
• CrP-HUM online claim should appear in the Work Items table
• Select the claim

From the Transaction Summary (TS) screen select:

• to view the claim summary
• to display the icons and check information relevant to the claim, including:
• Tasks
• Notes
• Known relationships
• Documents to view documents provided by the customer
• Keyword (CRIHUM for online claim. PAPER was used for paper claims)

The amount of CrP paid to a customer is based on the maximum basic rate of social security pension or social security benefit.

If the customer has lodged more than one claim for payment, staff must take the following actions to make sure the correct rate of CrP is paid:

• Annotate the Disability Support Pension (DSP) or Carer Payment (CP) Progress of claim DOC with the details. Include the following details, 'If the DSP or CP is granted the CrP-HUM must be reassessed. See 003-21051929.'
• Make a principal carer determination for the income support payment before assessing the CrP claim

In the CrP-HUM claim activity:

• Select Process
• Task Selector will appear, with the HUM Questionnaire (CRISIS_HUM) selected. If provisional data exists, a task will be flagged and pre-selected
• Select Savings Summary, Payment Destination Details and HUM Questionnaire
• Select Next

• Online claim or ACC:
• Savings information will pre-populate based on information that the customer provided in their claim
• Check that the information on the screen matches what was provided in the claim
• Select Edit or Add to update the amount in bank accounts on the Savings Bank Accounts (SVP) table
• Financial Institution Name
• Account Number
• Customer Owned % and Partner Owned % (if applicable)
• Event Date
• Balance Amount
• Account closed?
• Select Edit or Add to update cash on hand under the Direct Investment Account (SVDI) table:
• Investment Type Code: COH - Cash On Hand
• Customer Owned % and Partner Owned % (if applicable)
• Event Date
• Balance Amount
• Select Save
• Select Next

• If payment destination details are already coded, check that these match what the customer provided in the claim
• If required, select Edit to update the details
• Select Save
• Select Next

• The Crisis Payment for Humanitarian Entrants Questionnaire displays the details for the Crisis Payment circumstances
• The questionnaire includes information entered in the claim
• If the screen does not present in the claim flow, go to the CRISIS HUM screen

A customer must contact Centrelink within 7 days of the date of arrival in Australia.

After the initial contact, the customer must lodge the claim within 14 days. See Contact for the purposes of intent to claim and deemed claim provisions.

The system will assess the event date (the date the customer entered Australia) against the date the claim was lodged. If the claim was lodged more than 21 days after the event date, the system will display a rejection of LOD - did not lodge in time on the entitlements (ELD) screen.

If the claim was lodged between 8 and 21 days after the event date, the following warning will display:

'SR612 - Extreme circumstance is between 8-21 days, check contact date'

Note: the event date is considered to be day 0.

When did the customer lodge the claim?

• Within 7 days after event date, go to Step 9
• Within 8-21 days after the event date (SR612 warning message displaying), go to Step 8
• More than 21 days after the event date, go to Step 10

Check the customer's record to confirm contact:

• about a Crisis Payment, or seeking a payment or concession card, and
• was within 7 days of the date of the extreme circumstance (event) date

If there is a record of contact, the customer satisfies the contact requirements for the CrP-HUM claim, and deemed provisions apply.

Did the customer contact within 7 days of the extreme circumstances (event) date?

• Yes:
• In Process Direct go to the CRISIS HUM screen
• Select Edit
• Code the Override LOD rejection field to Yes
• Select Save
• Go to Step 9
• No, the customer is not eligible
• The system will display rejection reason LOD on the ELD screen
• Select Assess and then Next
• Go to Step 11

The customer must be inside Australia and living in Australia on the date of claim to be granted a Crisis Payment. The system will check if the customer is recorded as being outside Australia or living in another country and present the following warning:
'SR598 - Customer may not be in Australia'

If this warning presents:

• Check Travel Outside Australia (TOAS) screen to see if the customer is outside Australia. Refresh the immigration datalink if the record shows they are outside Australia, but the Service Officer believes they are in Australia. See Activating the Department of Home Affairs datalink and contingency procedures if datalink is unavailable
• Check Country of Residence (CRES) screen to see if the customer is living in Australia. If the information needs to be updated

Was the customer in Australia when the claim was lodged?

• Yes, go to Step 10
• No, customer is not eligible, reject the claim
• Update the Manual rejection field to NIA - Not in Australia
• Go to Step 12

A customer must be the holder of one of the following qualifying humanitarian visa subclasses to be eligible for CrP-HUM:

• subclass 200 - Refugee
• subclass 201 - In-country special humanitarian
• subclass 202 - Global humanitarian (special humanitarian programme)
• subclass 203 - Emergency rescue
• subclass 204 - Woman at risk

The system will read this from the RSLEG screen and display a Yes or No in the Valid Visa Subclass indicator field.

Check RSLEG screen to see if the customer is on a qualifying humanitarian visa.

Is the customer the holder of a qualifying visa subclass?

• Yes, go to Step 11
• No, customer is not eligible. If the Valid Visa Subclass indicator field displays:
• No, then the claim will correctly reject
• Yes, code NVV - Not a valid visa subclass in the Manual rejection field
• Go to Step 12

The customer must have arrived in Australia as a humanitarian entrant for the first time. A customer is not eligible for CrP-HUM where a CrP-HUM has previously been granted.

Check Notes/DOCs or CRISIS_PS if the customer has previously been paid CrP-HUM.

Is this the customer's first arrival as a Humanitarian Entrant?

• Yes, go to Step 12
• No, customer is not eligible. If the Is this your first arrival in Australia field displays:
• No, then the claim will correctly reject
• Yes, code SSA - Second or subsequent arrival in Australia in the Manual rejection field
• Go to Step 12

Once the provisional data has been checked and confirmed, select Assess.

A decision letter will be sent unless the customer has concerns for their safety if a letter is sent.

Before inhibiting the letter staff and/or social worker must:

• clearly explain the outcome and their appeal rights
• document the record;
• the customer has been advised verbally of the outcome and their appeal rights
• reason for inhibiting the letter is due to safety; and
• the customer has acknowledged a letter will not be sent to them

If this has not occurred, the letter cannot be inhibited.

Review the Entitlement (ELD) screen for correct entitlements:

• If the inhibiting advice to customer:
• Go to the ASC screen
• In Letter Action select Inhibit Letter
• Select Finish
• If the claim is selected for QMA;
• annotate the Progress of Claim DOC with any additional instructions required;
  ‘Crisis Payment must be paid via NPP - QMO to action after grant’
  ‘QMO to inhibit letter advice to customer on ASC screen’ (if applicable)
• request urgent QMA completion, see Urgent QMA process for Smart Centres, Face to Face Services and Service Delivery Partners
• procedure ends here

Has the claim been granted?

• Yes, go to Step 13
• No, procedure ends here

Payment must be made via the New Payments Platform (NPP).

If NPP is unavailable, payment should be made by Real Time Gross Settlement (RTGS).

Direct credit can also be used if neither NPP or RTGS is available.

Once approved, pay the CrP-HUM by RTGS. Otherwise, the payment will deliver via direct credit the following business day.