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Family Relationship Centres and the Family Relationship Advice Line 003-11040010

This document outlines information about Family Relationship Centres and the Family Relationship Advice Line.

Action required by staff based on customers family circumstances

This table lists a range family circumstances that customers may present with and the relevant actions that Service Officers should take.

Item	Circumstance and action
1	Newly separated - agreed care arrangements + Read more ... If the customer contacts via a smart centre, create a DOC and note any initial information about the agreement. This is to be confirmed by the service centre according to current procedures. See Changes in relationship status - customer separates. Provide information and contact details for the Family Relationship Advice Line (1800 050 321) and contact details of the Family Relationship Centre if there is one in the customer's local area. Do not warm transfer, provide contact details only. See How to search for Family Relationship Centres in Office Locator. Advise the customer that while there is agreement at present, if circumstances change there is a range of services to assist separated parents and the Advice Line can provide information about these. Confirm care arrangements with both parties. If both parties agree, Family Tax Benefit (FTB) is paid based on the agreed arrangements.
2	Newly separated - disputed shared care arrangements + Read more ... These arrangements are not the same as 'disputed care' as it is used for Child Support on FTB purposes. CS/FTB disputed care refers to a situation where care changes after a court order or other written care arrangement has been made. For more information, see Integrated care - Complex care. Issue forms and advise customer to supply evidence of a pattern of care to their service centre. Provide information and contact details for the Family Relationship Advice Line (1800 050 321) and contact details of the Family Relationship Centre if there is one in the customer's local area. Do not warm transfer, provide contact details only. See How to search for Family Relationship Centres in Office Locator. Confirm care arrangements with both parties. Where parties give conflicting information, the Service Officer is to try to establish the care arrangements and may ask for evidence to support the care arrangements. If the Service Officer is unable to make a decision they may refer the matter to a social worker.
3	Separated for some time - disputed shared care arrangements + Read more ... These arrangements are not the same as 'disputed care' as it is used for Child Support on FTB purposes. CS/FTB disputed care refers to a situation where care changes after a court order or other written care arrangement has been made. For more information, see Integrated care - Complex care. Issue forms and advise customer to supply evidence of a pattern of care to their Services Australia service centre. Provide information and contact details for the Family Relationship Advice Line (1800 050 321) and contact details of the Family Relationship Centre if there is one in the customer's local area. Do not warm transfer, provide contact details only. Advise the customer there is a range of services to assist separated parents and the Advice Line can provide information about these. Confirm care arrangements with both parties. Where parties give conflicting information, the Service Officer is to try to establish the care arrangements and may ask for evidence to support the care arrangements. If the Service Officer is unable to make a decision they may refer the matter to a social worker.
4	Change of care - agreed arrangements + Read more ... Code some initial information, to be confirmed by the Services Australia service centre. See: Child leaves customer's care/custody Child enters customer's care/custody Provide information and contact details for the Family Relationship Advice Line (1800 050 321) and contact details of the Family Relationship Centre if there is one in the customer's local area. Do not warm transfer, provide contact details only. Advise the customer that while there is agreement at present, if circumstances change there is a range of services to assist separated parents and the Advice Line can provide information about these. Confirm the care arrangements with both parties. If both parties agree then FTB is paid based on the agreed arrangements.
5	Change of care - disputed arrangements + Read more ... Issue forms and advise customer to supply evidence of a pattern of care to their Services Australia service centre. Provide information and contact details for the Family Relationship Advice Line (1800 050 321) and contact details of the Family Relationship Centre if there is one in the customer's local area. Do not warm transfer, provide contact details only. See How to search for Family Relationship Centres in Office Locator. Confirm care arrangements with both parties. Where parties give conflicting information, the Service Officer should try to establish the care arrangements and may ask for evidence to support the care arrangements. If the Service Officer is unable to make a decision they may refer the matter to a social worker.
6	Child out of care without consent + Read more ... Establish if the child is at risk of harm or has been abducted or if the customer knows who is caring for the child and refer the customer to a social worker, Service Centre or relevant authority. See Child out of care without consent. Identify whether an urgent response is required, including referral to child abduction authorities. Provide information and contact details for the Family Relationship Advice Line (1800 050 321) and contact details of the Family Relationship Centre if there is one in the customer's local area. Do not warm transfer, provide contact details only. See How to search for Family Relationship Centres in Office Locator. Contact both parties to establish the care arrangement and to access relevant court orders, registered parenting plans, etc. In most cases a referral to a social worker would be made.
7	Pre-separation - customer enquiring about payments if separation occurs + Read more ... Provide information based on the proposed customer situation. Possible referral to a social worker. Refer the customer to one or more of the following services: The Family Relationship Advice Line (1800 050 321) for information about services in the customer's area, including relationship counselling and dispute resolution services Family Relationship Centre (if there is one in the customer's local area) for individual interview and referral to counselling. Do not warm transfer, provide contact details only. See How to search for Family Relationship Centres in Office Locator. Other community services
8	Family and domestic violence - pre and post separation + Read more ... Immediately refer the customer to a social worker.
9	Formal Foster Care + Read more ... Advise customer to supply formal evidence to the service centre. See Foster care and principal carers Eligibility for Family Tax Benefit (FTB) for a child in foster care If the circumstances of the child's removal are related to a current or potential family law dispute, provide information and contact details for the Family Relationship Advice Line (1800 050 321) and contact details of the Family Relationship Centre if there is one in the customer's local area. Do not warm transfer, provide contact details only. See How to search for Family Relationship Centres in Office Locator. Confirm the care arrangements via the evidence provided by the customer from the relevant state authority. Possible referral to the social worker (in particular, the natural parent who has lost care).
10	Informal Foster Care + Read more ... Issue forms and advise customer to supply evidence of a pattern of care to their Services Australia service centre. See: Foster care and principal carers Eligibility for Family Tax Benefit (FTB) for a child in foster care If there are current or potential family law dispute issues, provide information and contact details for the Family Relationship Advice Line (1800 050 321) and contact details of the Family Relationship Centre if there is one in the customer's local area. Do not warm transfer, provide contact details only. See How to search for Family Relationship Centres in Office Locator. Confirm the care arrangements with all parties. If the care arrangements are agreed, FTB is paid based on the agreed arrangements If the care arrangements are disputed, the Service Officer should try to establish the care arrangements and may ask for evidence to support the care arrangements. If the Service Officer is unable to make a decision they may refer the matter to a social worker
11	Couples without children pre and post separation + Read more ... Provide information based on the customer's situation. The customer normally would not be referred to a social worker unless it was a requirement of a particular payment; or the customer made a request to see a social worker; or another issue was identified during the course of discussions. If the Service Officer is not aware of service providers able to assist the customer, refer the customer to the Family Relationship Advice Line (1800 050 321) and provide contact details of the Family Relationship Centre if there is 1 in the customer's local area. Do not warm transfer, provide contact details only. See How to search for Family Relationship Centres in Office Locator.
12	Increased care in disputed care situation + Read more ... Note: this section refers to disputed care as it is used for Child Support/FTB purposes. It does not have the same meaning of 'disputed' outlined above. Under Disputed care rules, a person who cares for a child or children for more time than agreed under a court order or written care arrangement may be advantaged if they take continuous reasonable action to participate in approved Family Dispute Resolution. An example of reasonable action may be (depending on the actual circumstances of the case) initiating mediation, through a Family Relationship Centre or other service, to re-establish the care arrangement. For more information, see Integrated care - Complex care.