Manual processing of Transition to Independent Living Allowance (TILA) claims 108-08070010

During the initial claim process by the TPO Organisation, claim finalisation will require manual processing, if there is:

• no match
• more than one possible match, or
• a child record is identified

Locating claims:

Claims submitted via Business Hub can be accessed on the Third Party Information Summary Organisation (TPISO) screen.

In Customer First go to Workspace.

Type TPISO in Next.

On the TPISO screen, to locate TILA claims complete the following fields:

• Application Type: Transition to Independent Living Allowance
• Business Function: TILA
• Information Type: All TILA
• Status: Unprocessed
• Date From/to: defaults to last 2 weeks on entry (can be changed or deleted)
• Select Search

This screen can also be used to search for processed TILA claims by selecting 'processed' in the Status field.

To select a claim for viewing or action, click the TILA Claim hyperlink.

The Transition to Independent Living Allowance - Claim Details screen will display the following:

• Reference information - organisation details including date requested
• Mutual Summary - claimant details and if matched Services Australia details are displayed
• Previous TILA claims - these will only display if claimant has been matched
• TILA Claim Information
• Case Worker Details
• Young Person Circumstances
• Payments details - approved by the Case Worker
• Amount of TILA to be paid
• Organisation bank account details

The claimant details in the Mutual Summary are used to search for an existing Services Australia record.

Before finalising the claim Service Officers must conduct a thorough search for an existing record for the claimant. See Searching for a customer on the system.

• If a child record has been identified this must be converted to a customer record and used. See Searching for a customer on the system
• If the search matches to a sensitive record this can be used. The claimants details will need to be confirmed on the Restricted Access record before processing the claim. For information on how to arrange access, see Administration of Restricted Access
• If more than one possible match is located, identify the correct CRN and if necessary contact the caseworker for clarification

If more information is required to confirm details or identify the customer, contact the customer's caseworker. The case worker's name, work phone number and/or work email are displayed in the Case Worker Details section of the Transition to Independent Living Allowance - Claim Details screen.

Is there an existing CRN?

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

If an existing customer or child record cannot be located for the claimant a new record will need to be created, see Adding a customer to the system.

Once a record is created run the Daily Driver by typing 'DDR' in Next. Press Enter.

Go to Step 5.

Before completing the claim confirm if the claimant is in the TILA eligible age range.

Claims for persons outside the TILA eligible age range, or where a deceased customer record has been identified, must be cancelled in the manual claim process by selecting No to the question, 'Do you want to submit this claim?'

On the TPISO screen go to the 'unprocessed' search results and select the same claim again by clicking the 'hyperlink'.

The Transition to Independent Living Allowance - Claim Details screen will display.

In the 'Manual Processing Required' section at the bottom of the screen complete the following:

Enter the CRN in the Identified CRN field.

Do you want to submit this claim?

• Yes,
• the claim will be automatically paid, or
• rejected if $1,500 of TILA has already been paid for this young person
• Additional Notes - record the reason for submitting this claim. For example 'Customer is in the TILA eligible age range (23 years old) and is not deceased. Claim submitted'
• No,
• Select the non-submission reason from the dropdown list
• Additional Notes - record details of why claim is not submitted. For example, 'Claim finalised. Not paid. Centrelink record indicates customer deceased from dd/mm/yy. Case worker has been advised and Department of Social Services has been notified that a claim was submitted for a deceased person

Check the Declaration radio button - this must be completed to Submit the claim.

Select Submit to finalise processing of the claim.

No letters will be issued for finalised claims where the claim is not submitted. The status of these claims will change from 'unprocessed' to 'processed'.