NSS system coding for manual rate of payment 108-12020010

Normally, the system automatically calculates the correct payment rate for a customer. In some cases, this does not occur and staff must key the rate into the system for the correct rate of payment to occur.

The Rate Component Override (RCO) screen may require coding in the following circumstances:

• Long Term Income Support customer (LTIS)
• Assets hardship provisions (assessed by Complex Assessment Officers)
• Rent Assistance coding
• Death of a dependent child
• Self-Employment Assistance
• Special Benefit (SpB) Australian Citizen or Permanent Resident children
• Intertwined or multiple records
• Approved overseas studies
• Polygamy relationships
• Approved system workarounds. For example, Operational Message or Network News Update (NNU)

CPI reviews may be created by the system every year on:

• 1 January
• 20 March
• 1 July
• 20 September

For NSS payments, changes in CPI may automatically update by the system. However, a CPI review may be required when there is a manual amount coded on the Rate Component Override (RCO) screen.

Service Officers are unable to action reviews when a manual rate is coded under the assets hardship rules. All cases must be referred to an Asset Hardship Complex Assessment Officer (CAO) for determination.

A customer may have historical Rate Component Override (RCO) screen coding on their record if they previously received a NSS payment. Investigate historical RCO screen coding to ensure future payments are not changed by an incorrect manual rate.

Code the Rate Component Override (RCO) screen when directed by:

• Operational Blueprint process
• Operational Message (OM)
• Current NNU

Do not to use the RCO screen to complete unapproved workarounds. Where the system is not paying the correct rate of payment and/or arrears, escalate through the appropriate channels, such as Local Peer Support (LPS) or MySupport.

Youth Allowance (YA) Student, Austudy and ABSTUDY Living Allowance customers may qualify for a Student Start-up Loan (SSL). To receive SSL, the customer must receive at least $1 of their income support payment (or certain supplementary payments). See Student Start-up Loan (SSL).

Coding a zero manual rate on the Rate Component Override (RCO) screen can result in incorrect overpayments of SSL. Further investigation may be required where a zero manual rate is coded in the same period SSL has been paid.