Social worker assessment for Crisis Payment (CrP) Extreme Circumstances family and domestic violence 003-12060010
Expand allWLM Technical Assistance – Form and template
WLM Technical Assistance - Form
Include the following details in the form:
Tick the box: I have reviewed the Workload Management Technical Assistance SharePoint page and FAQ tile.
Your Name:
Your Site:
Your Role:
Programme: Non New Claim
Sub Programme: Crisis Payment
Escalation reason: Workload Management assistance to find workload solution
CRN:
Work Item Type:
Operational Blueprint/Workload Operational guide referenced: 003-12060010
Outline of the workload issues: customer has a Managed Service Plan (MSP) in place, manual allocation of CrP-EXV claim required to CPECPT.
Details of action required: allocation of CrP-EXV claim to CEPCT for claim finalisation
Submit
Managed Service Plan (MSP) - Customer serviced through a One Main Contact (OMC)
Table 1: this table contains the text templates for social workers to email the relevant One Main Contact team requesting assistance to contact the customer.
| Item | Description |
| 1 | Social workers are to determine the contact arrangements for the customer recorded in the MSP and send an email using the template below. Contact arrangements will determine if email is sent to either: Face to Face customer management or Internal contact for Personalised Services |
| 2 | Email template: Email subject: OMC contact required for CrP-EXV claim Email body: Contact with OMC and back up listed on customers record has been unsuccessful. Contact is required regarding pending CrP-EXV claim, please arrange for OMC or back up to contact <insert name/logon> as soon as possible. Customer name: Customer CRN: Claim Date: Attempted contact with the OMC and backup OMC: date/times |
Rejection codes and reasons
Table 2
| Rejection Code | Reason | Staff delegation |
| CRI - four Extreme circumstances Crisis Payments in last 12 months | You have already received 4 Crisis Payments due to an extreme circumstance in a 12 month period. | Crisis Payment Extreme Circumstances Processing Team (CPECPT) |
| NEH - Does not intend to establish new home | You are not establishing a new home. | Social work and CPECPT |
| NVE - Unable to verify circumstances by third party | We were unable to verify your circumstances. | Social work |
| NEC - No extreme circumstances that meet criteria | You have not suffered an extreme circumstance that meets the criteria. | Social work and CPECPT |
| CNC - Customer could not be contacted | We were unable to contact you to finalise the assessment of your claim. | Social work and CPECPT |
| NDE - Not in Australia on the day of extreme circumstances | You were not in Australia when your extreme circumstance occurred. | CPECPT |
| PNL - Alleged perpetrator has not left the home | We could not confirm that the alleged perpetrator left the home. | Social work and CPECPT |
| PNF - Alleged perpetrator not a family member | The alleged perpetrator does not meet the definition of a family member for this claim. | Social work and CPECPT |
| PNC - Alleged perpetrator not living with the customer | We could not confirm that the alleged perpetrator was living with you at the time of the extreme circumstance. | Social work and CPECPT |
| LPR - customer not legally prevented from returning home | You were not legally prevented from returning to the home. | Social work and CPECPT |
| LOD - lodgement date is invalid | You did not claim within the required timeframe. | Social work and CPECPT |
| NFH - customer is not experiencing financial hardship | You are not in severe financial hardship. | CPECPT |
| NIA - customer is not in Australia | You were not in Australia on the day you made a claim. | CPECPT |
| NQP - customer is not on a qualifying payment | You are not receiving a social security benefit, social security pension or ABSTUDY Living Allowance. | CPECPT |
| PEC - Already paid for this circumstance | You have already been paid a Crisis Payment for this extreme circumstance. | Social work and CPECPT |
Fast Notes
Social workers need to use the following Fast Notes to document the claim determination:
- CrP-EXV claims, select from the applicable options:
- select Auto text, use Social Worker > Claims > Grant/Reject - Stay in Home Crisis Payment
- select Auto text, use Social Worker > Claims > Grant/Reject - Leaving Home Crisis Payment
- select Auto text, use Social Worker > Claims > Grant/Reject - CrP Perpetrator
- CrP-EXO claims:
- select Auto text, use Social Worker > Claims > SW - Crisis Payment EXO summary
- Withdrawn claims:
- select Auto text, use Social Worker > Claims >Crisis Payment Claim EXV/EXO Withdrawn
Alleged or actual perpetrator claims - incarcerated customers
Customers claiming under the alleged or actual perpetrator category must make a claim within 7 days after being legally prevented from returning to the home or living in the home with the protected person. If the customer is incarcerated during the claiming period, they may only meet the eligibility requirements in very limited circumstances.
Example - possibly eligible
Table 3
Financial Verification
If a service officer requests verification of financial hardship via the social work referral, DOC or verbally, check if the customer can upload financial verification to their agency record and support them to do so.
In limited circumstances, a social worker can take a verbal verification of financial hardship. To complete the financial hardship verification the social worker should consider:
- funds available for other essential expenses such as utilities cannot be exempt from the assessment. If the customer has funds over the allowable limit, they must be deemed ineligible for CrP
- joint bank accounts. These must be included in the assessment. However if the account is considered unrealisable these funds may be excluded. See Unrealisable assets under the Assets Test hardship provisions