Assessing the Separation details MOD S and online updates 106-07100140

When a customer separates, changes to their record must be made to reflect their new circumstances. These changes can result in a potential privacy breach if they are not done correctly. Customers must be supported to separate safely.

Review the MOD S/online separation activity to determine if there are any updates that need to be made immediately, for example, updating PPE/nominee arrangements or bank account details.

Discuss separating safely with the customer before updating any personal information.

If a customer is receiving only Family Tax Benefit (FTB), Parental Leave Pay (PPL) and /or Child Care Subsidy (CCS), see FTB, PPL and/or CCS customer separates. Procedure ends here.

If a skilled Service Officer receives a work item or contact about:

• a customer uploading a MOD S (Work Item ZDMS_MODS - MOD S Separation Details Scan):
• Check the Activity List (AL) screen to identify the form code on the left hand side of the activity
• Check the Document List (DL) screen to identify if there was a triggering event that created this activity
• Go to Step 4
• a customer using the Update relationship details online service, (Work Item ZCOC_SEP_GEN - Separation Details General / ZCOC_SEP_FDV - Separation Details - FDV flag / ZCOC_SEP_SUOR - Separation Details - SUOR), go to Step 4
• a review activity for MOD S to be returned, go to Step 3
• a review activity for documents to be returned as part of an online update, go to Step 3

If a:

• non-skilled Service Officer needs to confirm the customer used an online Update relationship details service, see Step 9 in Update relationship details online.

The review activity may be for the return of a MOD S form or documents as part of an online update. If the customer has previously told the agency they have separated, the activity may relate to:

• a MOD S form, and:
• they have been issued a request for information (verbal or letter), or
• they previously returned an incomplete MOD S, and a Request for Information letter was issued
• the online service and the agency asked the customer to send more information following an online update. This will be actioned within the activity in Process Direct

Check the customer's record for the return of the requested information on the Document Tools screen or the Document List (DL) screen to see if the customer has made contact.

If the review activity is in relation to:

• return of MOD S, and the customer has:
• returned the MOD S, go to Step 4
• not returned the MOD S, suspend payment
• return of other forms/information, and the customer has:
• returned required forms, go to Step 10
• not returned required form, suspend payment

Note: if processing a MOD S for a customer who is not getting Centrelink payments or services, the only check needed is to determine if the form has been signed. No extra forms such as MOD iA or SS293 are needed for non-current customers.

Online separation activities can only be located and processed in Process Direct. To check online separation details, open the claim slider via the Double Chevron

Note: where the customer indicates they ‘do not wish to say’ to the question ‘Are you experiencing family and domestic violence?’ in the MOD S or online service, continue checks as if no family and domestic violence concerns identified.

When a customer lodges separation details, check if the customer has:

• identified family and domestic violence safety concerns / indicated they would like a Service Officer to contact to discuss support options specific to their needs. Note: when a customer identifies safety concerns via the Update relationship details online service, the work item type is ZCOC_SEP_FDV - Separation Details - FDV flag
• indicated they are separated under one roof (SUOR). Note: when a customer indicates they are SUOR via the Update relationship details online service, the work item type is ZCOC_SEP_SUOR - Separation Details - SUOR
• actioned all requests for additional forms
• fully completed the MOD S form (if applicable) and it is clearly readable. See Resources for a link to the MOD S
• provided the contact details of a suitable referee. Note: for concurrent separations - MOD S, update relationship online and SUOR (SS293), if a suitable referee is not provided, there is no need to request one. This is covered through the SUOR assessment process

Is the MOD S/online update complete with no further action required (including no FDV concern)?

Yes, go to Step 9

No,

• if the customer identified family and domestic violence concerns but did not want contact to discuss support options, record a DOA DOC using the FDV Concern Identified Fast Note. See Family and domestic violence. Go to Step 10
• if the customer identified family and domestic violence safety concerns and has asked to be contacted to discuss support options, go to Step 5
• if unanswered questions or clarification needed (including when the customer indicated they may reconcile with their ex-partner or referee is not suitable), go to Step 5
• for MOD S paper form:
• only where returned by post or in person, the form has not been signed, go to Step 8
• the declaration check box has not been ticked, go to Step 8
• if the customer’s name is missing, go to Step 8
• if the customer indicated they are separated under one roof, go to Step 9
• if further forms are required (MOD iA, SS293 or FA012), go to Step 9

An outbound contact attempt may be required if the customer has:

• identified family and domestic violence safety concerns and has asked to be contacted to discuss support options
• unanswered questions or clarification is needed (including when the customer indicated they may reconcile with their ex-partner)
• given details of an unsuitable referee

Services Australia is not liable for charges/fees related to gathering information authorised under social security law.

Make genuine attempts to contact the customer.

Is the outbound contact attempt successful?

• Yes, go to Step 6
• No, go to Step 7

If the customer does not agree to provide information over the phone or terminates the call, go to Step 8.

In all other cases, select one of the below.

If the customer indicated family and domestic violence concerns, follow the Family and Domestic Violence Support Model to provide appropriate support.

In all cases where a customer has indicated family and domestic violence concerns:

• Record a DOA DOC using the FDV Concern Identified Fast Note. See Family and domestic violence
• Go to Step 10

Record details of all verbal customer contact on a DOC, including:

• conversations
• information given, and
• information received

Text to include on the DOC

Ext Details: extra verbal information obtained about the separation

Text: verbal information obtained from customer via phone on <XX/XX/XXXX> in relation to separation. Information sought in relation to the following question: <insert question details>. Details obtained: <free text>. Responses verbally confirmed.

Go to Step 10.

Create a social work referral in Customer First:

• select Workspace > search Social Work Referral in search field. Select Social Work Referral > FDV support required
• record a DOA DOC using the FDV Concern Identified Fast Note. See Family and domestic violence. Go to Step 10

Go to Step 8.

If the customer has indicated they may reconcile with their ex-partner, or provided an unsuitable referee, these are high risk separation categories and the customer's separation must be verified. This will be done after checking for suspension of payment. Go to Step 10.

It is a minimum requirement that the customer's name be on the form.

Where certain information is missing, it may not be possible or practical to get the information from the customer verbally or a contact attempt may have been unsuccessful.

Service Officers may issue a Request for Information (RFI) to the customer when:

• for MOD S paper form:
• only where returned by post or in person, the form has not been signed
• the declaration check box has not been ticked
• customer's name is missing
• the customer refuses to provide information via phone, or
• contact with customer has not been successful

Issue the request for information via Request Documents in Process Direct:

• Select the MOD S as the required document
• Ensure the Add Text field is selected
• Select Approved Text option Customer to complete required question/s
• See Requesting information (CLK)
• Update the status of the MOD S scan (ZDMS) work item to Completed

Procedure ends here until the customer responds to the request, or the RFI activity falls due.

Review the MOD S/online separation activity to determine if family and domestic violence exists. If:

• the customer indicated they are at risk of family and domestic violence, to prevent any privacy breaches, the records should be unlinked immediately. This includes where the customer has not provided additional forms required. See Table 2 in Change in relationship status from partnered to single. Noting the customer will not be on the phone
• there is no family and domestic violence identified, are there any updates that need to be made immediately, for example, updating PPE/nominee arrangements or bank account details. For more information, see Table 1, Step 5 in Change in relationship status from partnered to single.

Additional forms are required when the customer indicates:

• They are living in the same home as their ex-partner (SS293)
• They share care of children, or number of children in care has changed (FA012)
• There has been changes to their income and assets (MOD iA)

Where a customer used the online Update relationship details service to advise of separation, the service will request any additional forms required.

Check the customer's record for any form/s the agency may have already issued/requested and/or the customer has returned.

If the customer needs to complete additional forms:

• Issue a pre-call notification (SMS only) if it is between 8am and 8pm local time for the customer, and make one outbound attempt to contact the customer
• if contact is successful, direct them to the Services Australia website to download the forms online

In all cases (contact is successful or unsuccessful), issue a request.

• See Requesting information (CLK)
• Update the status of the MOD S scan (ZDMS) work item to Completed
• Procedure ends here until the required information is returned, or the Request for Information (RFI) activity falls due

• Issue the appropriate forms and letter
• Update the status of the MOD S scan (ZDMS) work item to Completed
• Procedure ends here until the required information is returned, or the Request for Information (RFI) activity falls due

If the customer must complete an SS293, Member of a Couple processing staff will complete the assessment. This includes deciding if the customer needs a risk-based assessment.

On receipt of completed separation details, check if the customer's payment shows as suspended (SUS).

Is the customer's payment SUS?

• Yes, do not update the MS screen and unlink the records until after:
• investigating the reason for the suspension, and
• restoring the payment
• after the payment has been restored, go to Step 11
• No, go to Step 11

After receipt of completed separation details, the customer’s separation may need to be verified.

Follow relevant Operational Blueprint files below for process.

For customers:

• at risk of family and domestic violence, see Table 2 in Change in relationship status from partnered to single
• receiving Youth Allowance (YA) or ABSTUDY (ABY), see Youth Allowance (YA) or ABSTUDY independence impacts when a customer separates. Procedure ends here
• receiving other payments (including PPP and customers partnered to a PPP recipient), see Table 3 in Change in relationship status from partnered to single, which also covers unlinking processes
• not in receipt of any Centrelink payments or services, verification of separation is not required. See Table 4 in Change in a relationship from partnered to single