Referral to a social worker 003-12010000
Expand allNational Support Services
Table 1
|
Name |
Contact details |
|
Lifeline - 24 hours/7 days a week |
Phone: 131 114 Internet: https://www.lifeline.org.au/ |
|
Men's Line - 24 hours/7 days a week |
Phone: 1300 78 99 78 |
|
Kid's Helpline (for customers up to the age of 25) 24 hours/7 days a week |
Phone: 1800 551 800 |
For more details, see Referral to external support services.
Additional support options
Table 2: this table lists common customer scenarios and needs. Use this table to direct the customer to the best support option for their circumstances
|
Customer scenario |
Possible action/s to consider |
|
They need a phone number for an external service. For example:
|
|
|
UTLAH assessments for customers over the age of 18 |
|
|
They are experiencing vulnerability and waiting for an income support claim to be determined |
See:
|
|
A customer (whether on income support or not) is experiencing difficult circumstances and is in need of additional support |
See Specialist officers and other internal supports for customers |
|
They are in financial hardship |
Check the customer's payment is current and correct Check if there are other payments that may suit their situation better:
Offer a referral to a local or other welfare agency. See Referral to external support services |
|
They are having trouble meeting their mutual obligations |
See: |
|
They disagree with an urgent payment decision |
|
|
They need help to start an income support claim |
Assess the customer's digital capability Offer support/advice as needed |
|
They are dissatisfied with the service provided by Services Australia |
|
|
Current customer is experiencing hardship with Centrelink debt repayments |
Options:
See: |
|
They want to appeal a decision |
See Request for an explanation or application for a formal review |