Resolution of Status (RoS) visa (Class CD) 005-02060050

When a customer is current on Special Benefit (SpB) and granted a permanent RoS (subclass 851 visa), a specialist officer will contact the customer to action the benefit transfer.

If the specialist officer is unable to contact the customer to complete the benefit transfer:

• issue a Q164 Request to contact letter
• create an open DOC titled URG-851 visa SpB to [appropriate payment type], to be placed on hold and display on Document List (DL) screen
• complete the work item ZIAM_ROS_VISA_TFR

Staff must check the DL screen for details and actions, as required.

If a customer contacts a non-specialist officer, tell them:

• they are now eligible for another payment
• a specialised staff will:
• contact them by phone within 2 days to complete the benefit transfer
• send pre-call SMS, if customer has registered for electronic messaging
• the call will be from a private number
• it is important to answer the call or their payment may stop

Note: remove DOC off hold for urgent allocation to the specialised team to make outbound call and complete benefit transfer.

If the customer contacts due to cancellation of Special Benefit (SpB). Check:

• SpB was cancelled due to review form not lodged:
• EED (Eligibility End Date reached)
• RNL (review not lodged)
• DNR (did not lodge review form), or
• LAP (lapsed)
• the Special Benefit review form is submitted. Create a Fast Note. Select Auto text, use Special Benefit > Special Benefit Review Reassess. See Special Benefit (SpB) reviews

If SpB was cancelled COP (Another payment is more appropriate), and the customer makes contact:

• create an open DOC titled URG-851 visa SpB to [appropriate payment type] on the customer record
• do not close or hold the DOC
• tell them, a specialist officer will make contact to:
• explain the reason for cancellation
• test their eligibility for a relevant payment

If eligible, help the customer to apply for the appropriate payment. See Viewing and processing online and Assisted Customer Claim (ACC).

Note: if customer has a new visa other than visa subclass 851, see Table 4.

When a Special Benefit current customer receives a new visa subclass, a work item is created:

• in PEN system, ZIAM_ROS_VISA_TFR - Manual Follow Up activities 'PEN/MFU – Investigation is required regarding ongoing qualification’
• when the SPL/CUR customer received a new visa subclass or Australian citizenship status (keyword I011RS)

In Customer First or Customer Record, update the Immigration Enquiry (RSIMME) screen to trigger the Immigration Datalink from the Department of Home Affairs. See Actioning immigration datalink activities.

If error message 'E506N - Visa and SPL category are inconsistent' is presented:

• Update the SPL Other Details (NSOD) screen in NSS system:
• Date of Event: 851 visa grant date
• SPL Category: change from TPP, TPA, TPD category to Other Short Term (OST)
• Available Funds Test: change from LAF to SAF
• Available Funds: change to 0
• 2Wks Max Rate: 0
• Source: INT
• DOR: today’s date
• Action: 'I' to insert
• Next: AR
• Navigate to PEN system, select the Manual Follow Up (MFU) via the Assessment Results (AR) screen to complete the work item
• Check RoS visa (subclass 851) is displayed on the Legal Residence Details (RSLEG) screen

If a customer was granted an 851 visa and has a Newly Arrived Resident’s Waiting Period (NARWP) or qualifying residence exemption for all payment types.

Check the customer record to find the appropriate payment type, such as:

• JobSeeker Payment (JSP)
• Youth Allowance (YA)
• Parenting Payment (PP)
• Age Pension (AGE)
• Disability Support Payment (DSP)
• Carer Payment (CP)

Is the Service Officer skilled in processing the relevant payment type?

• Yes, go to Step 3
• No, see Table 3

Before contacting customer:

• Check the Other Contact Details (OCD) screen for Interpreter language
• Send a Pre-call SMS in Process Direct. See Centrelink letters online and Electronic Messaging

Call the customer.

Was contact successful?

• Yes, go to Step 4
• No, see Table 3

Staff must:

• Use Interpreter Connect (on demand), see Contacting an on-demand telephone interpreter (Interpreter Connect)
• Run Assisted Customer Claim (ACC) on behalf of the customer and submit the claim
• Conduct the Participation Interview (required for JSP claims). See Participation Interview
  Note: customers applying for DSP may be eligible for JSP or YA (Provisional):
• For job seeker customers claiming DSP, a JSP claim can be made within the DSP ACC without needing to lodge a separate claim
• For customers under 22 years, who are applying for DSP must also submit a separate YA provisional claim (YA job seekers)
• Complete the vulnerability section in the ACC, ‘Do any of the following circumstances currently apply to you? select Yes humanitarian entrant in Australia for the first time’
• Code Date of Receipt: 851 visa grant date
• Complete mandatory tasks, such as booking relevant claim appointments. See Circumstance Change Monitor (CCM)
• Submit claim
• Finalise claim. This includes JSP Provisional claims
• Code a 13 week DSP - Claiming DSP exemption on the Activities and Exemption (AEX) screen for a JSP Provisional claim. See JobSeeker Payment (JSP) and Youth Allowance (YA) (Provisional)
• Where a customer is referred or already linked to a Workforce Australia Provider, remind them:
• they must continue to meet their Mutual obligation requirements
• they must attend all appointments
• failure to do so may result in suspension or loss of payments
• Consider and code, if mutual obligation or participation requirement exemption is appropriate. See Mutual obligation requirements exemptions
• Check benefit transfer is complete

Does the customer receive Family Tax Benefit (FTB)?

• Yes, go to Step 5
• No, procedure ends here

Check FTB status.

If FTB showing as CNP-OIS or CAN-OIS, to restore using the Family Income and Choices workflow, see Table 1, Step 3 in Restoration of Family Tax Benefit (FTB).

• PRECLM not paying the correct payment type. Go to Step 2
• First contact attempt unsuccessful. Go to Step 3
• If after 2 genuine attempts over 2 days, issue Q164 – Request to contact letter, asking the customer to contact Services Australia within 14 days. Place the work item on hold for 21 days. Go to Step 4
• Not skilled in processing the claim type. Go to Step 3
• Work item becomes due (after 21 days). Go to Step 10
• Customer fails to respond to Q164 letter. Go to Step 11

The system will automatically code a PRECLM date for refugees.

The date of receipt of the Assisted Customer Claim (ACC) will automatically update to the PRECLM date. This will result in the system incorrectly paying Special Benefits (SpB) by the PRECLM date while the customer was holding TPV/SHEV.

When this occurs:

• Place the claim on hold: 14 days from the PRECLM/Date of Receipt
• On hold reason: Future Transfer
• Check Eligibility End Date is at least 21 days in the future. Go to Step 5

Create an open work item, use Fast Note, for:

• Jobseeker payment (JSP or YAL OTH) - select Auto text, use Special Benefit > Special Benefit > URG-851 visa SpB to JSK
• Student payment (YAL STU or Austudy) - select Auto text, use Special Benefit > Special Benefit > URG-851 visa SpB to STU
• Parenting Payment - select Auto text, use Special Benefit > Special Benefit > URG-851 visa SpB to PP
• Age Pension - select Auto text, use Special Benefit > Special Benefit > URG-851 visa SpB to AGE
• Carer Payment - select Auto text, use Special Benefit > Special Benefit > URG-851 visa SpB to Carer

Hold the work item to the next business day. Make a second contact attempt. If the second contact is unsuccessful, go to Step 4.

Note: staff must re-categorise the Fast Note to work item ZIAM_ROS_VISA_TFR. For help, see Table 3, Step 2 in Work Optimiser for staff.

Staff skilled:

• Place the DOC on hold for 21 days
  Note: network staff will remove the DOC off hold, when customer contacts
• Work item will allocate as high priority to make outbound call and complete benefit transfer. See Table 1

Staff not skilled:

• Payment type requiring handoff, leave the DOC open for allocation to appropriate skilled staff to complete the benefit transfer

Check Miscellaneous Update Details (NMIS) screen.

Is the EED more than 21 days in the future?

• Yes:
• For PRECLM, go to Step 9 to annotate the DOC
• Otherwise, procedure ends here
• No, go to Step 6

Extend EED by 21 days for benefit transfer and to avoid hardship.

To calculate the date, use Date Calculator: Add to or Subtract From a Date, see Resources page.

Check the Activity List (AL) and Future Activity List (FAL) screen.

Is the activity NSS/FRM SPL eligibility end date - BC48 issued on DD/MMM/YYYY displayed?

• Yes, go to Step 7
• No, go to Step 8

In Customer First or Customer Record:

• Select the NSS/FRM Review SPL eligibility end date BC48 issued on DD/MMM/YYYY activity on the FAL screen or AL screen
• Source: INT
• Receipt Date: today's date
• Go to the NMIS screen
• Eligibility End Date: change to today's date (processing date) + 21 days
• Action: 'C'
• Next: AR
• Enter and Finish: 'Y'

For PRECLM, go to Step 9 to annotate the DOC.

Otherwise, procedure ends here.

In Customer First or Customer Record:

• Go to the NMIS screen:
• Eligibility End Date: change to today's date (processing date) + 21 days
• Source: INT
• Receipt Date: today's date
• Action: 'C'
• Next: AR
• Enter and Finish: 'Y'

For PRECLM, go to Step 9 to annotate the DOC.

Otherwise, procedure ends here.

• Annotate the Progress of Claim DOC, stating:
• The claim is placed on hold due to PRECLM date prior to the 851 visa grant date hence system not paying the correct payment type. Customer would remain on Special Benefit and transition to the correct payment type on DD/MM/YYYY.
• When the claim comes off hold, cancel the Assisted Customer Claim by updating claim status to 'Completed'
• Commence a new Assisted Customer Claim (ACC) using today’s date, as the Date of Receipt
• Check Date of Commencement (NDC) screen to ensure the new payment start date is the 851 visa grant date or enter manual start date
• Claim finalised with the correct payment type
• Procedure ends here

After 21 days, the work item will be allocated. Specialist staff will make another contact attempt to the customer.

If contact is:

• successful, see Step 4 in Table 2
• unsuccessful, annotate the DOC titled URG-851 visa SpB to [appropriate payment type] on the customer record advising contact attempt time and date. Go to step 11

Cancel Special Benefit (SpB) payment if customer fails to contact by the requested date. Cancellation reason will be COP - Another Payment is more appropriate. See Cancellation of payments.

Cancel payment

• Go to the Benefit Action (BA) screen, in the:
• Svc Rsn field, code Special Benefit (SpB)
• Action field, code 'CAN' (Cancel)
• Reason field, code 'COP' (Another payment is more appropriate)
• Effect Date field, code cancellation date
• Source field, select relevant source of information
• DOR field, code date of receipt
• Go to Assessment Result (AR) screen and finalise the activity

Process any outstanding payments.

Document record

Record details on a DOC. Use Fast Note - select Auto text, use Generic > SUS/CAN/RES > Suspend Cancel reason.

Include the following details:

• decision made
• payment type
• Act/Guide reference the decision was based on
• date of effect of the decision
• reason/s for the decision. For decisions made under section 80, include why the:
• person was not qualified
• payment is not payable

See Creating, reviewing and deleting documents (including Fast Notes and DOA DOCs) and Online Document Recording (ODR).

Procedure ends here.

• In Customer First or Customer Record, update the Immigration Enquiry (RSIMME) screen to trigger the Immigration Datalink from the Department of Home Affairs. See Actioning immigration datalink activities
• If error message 'E506N - Visa and SPL category are inconsistent' is presented, update the SPL Other Details (NSOD) screen in NSS system:
• Date of Event: 851 visa grant date
• SPL Category: change from TPP, TPA, TPD category to Other Short Term (OST)
• Available Funds Test: change from LAF to SAF
• Available Funds: change to 0
• 2Wks Max Rate: 0
• Source: INT
• DOR: today’s date
• Action: 'I' to insert
• Next: AR
• Navigate to PEN system, select the Manual Follow Up (MFU) via the Assessment Results (AR) screen to complete the work item.
  Note: Service Officers may need to cancel the PEN/MFU, complete the RSIMME and NSOD updates in the one activity. A new PEN MFU will generate and must be completed
• Check that 201 visa is displayed on the Legal Residence Details (RSLEG) screen
• Check/extend Eligibility End Date (EED). If less than 21 days in the future:
• to extend, go to Step 2
• otherwise, go to Step 3

Extend EED where it is less than 21 days in the future. To calculate the date, use Date Calculator: Add to or Subtract From a Date, see Resources page.

Extend the EED in Customer First or Customer Record

• Check if the NSS/FRM Review SPL eligibility end date BC48 issued on DD/MMM/YYYY activity on the FAL screen or AL screen
• Select the NSS/FRM Review SPL eligibility end date BC48 issued on DD/MMM/YYYY activity on the FAL screen or AL screen
• Source: INT
• Receipt Date: today's date
• Go to the NMIS screen
• Eligibility End Date: change to today's date (processing date) + 21 days
• Action: 'C'
• Next: AR
• Enter and Finish: 'Y'

Extend EED directly on NMIS screen

In Customer First or Customer Record:

• Go to the NMIS screen:
• Eligibility End Date: change to today's date (processing date) + 21 days
• Source: INT
• Receipt Date: today's date
• Action: 'C'
• Next: AR
• Enter and Finish: 'Y'

Send email to the National Refugee Servicing team mailbox using below template:

• To: ARRIVALS.NATIONAL
• Email subject line: Afghan Benefit Transfer required
• Email content:
• Afghan evacuee details:
• CRN:
• Surname:
• First name:
• DOB:
• Note: where appropriate, include details of partner and family members in the same email
• Email Classification: Official-Sensitive
• Access - Information Marker (optional): Personal privacy

Document customer record using below template:

• Ext Detail: 201 visa - Benefit Transfer
• Txt: Afghan evacuee granted 201 refugee visa on DD/MM/YYYY. SPL is no longer the appropriate payment type.
  Email sent to the Refugee and asylum seeker team on DD/MM/YYYY to contact Afghan evacuee for a benefit transfer.
  Additional information: for example, EED extended for 21 days on NMIS screen

Recategorise the work item in Process Direct:

• Main category: WLM Worklist
• Select: Multi select
• Select the work item
• Select: Unassign
• Reason: Recategorised
• Work Type: ZALL_ACT_SPL_PRI

If RSIMME update confirms customer is holding a bridging visa and TPV/SHEV has ended. The system automatically cancels Special Benefit, Family Tax Benefit and ancillary payments.

If unsure, contact Local Peer Support (LPS).