Status Resolution Support Services (SRSS) customer eligibility for Rental Assistance Allowance 005-06010010

Determine the appropriate code for the Type of Rent field on the Accommodation Details (AC) screen. For example, 'PRI' (Private Rent), 'NRT' (Net Rent Assessed) or 'OHO' (Other Housing organisation).

If the customer is a sharer, ensure the net rent rules are applied as appropriate.

The customer will be eligible for RAA if the rent code is:

• PRI, BOA, DEF, LOD, MNT, MOO, NRT, OHO, OTH, SIT and customer is BAND 4/5/6 and paying more than the Minimum rent thresholds

All other rent codes do not attract RAA.

Go to Step 2.

Update these fields:

• Event Date, the event date will depend on the type of change:
• For an increase in rent liability within the 14 day notification period, the 'event date' will be the date the customer's rent liability changed
• For an increase in rent liability outside of the 14 day notification period, the 'event date' will be the date the customer notified Services Australia of the change
• For any decrease in rent liability, the 'event date' will always be the date the customer's rent liability changed
• Home Ownership, Y/N - the type of ownership the customer has over the accommodation
• Type of Rent, key the appropriate code in the Type of Rent field
• Sharer Status, key the appropriate code in the Sharer Status field on the Accommodation Details (AC) screen. Code customers who are 18-24 years of age and Living with Parents as LWP
• Gross/Total Household Rent and Freq, record the total rent charged for the property
• Net Rent Amount and Freq. If the customer is living with someone other than their partner and dependent child(ren), the net rent rules are applied. Record the amount of the customer's share of the rent
• Rent verification, customers will be required to verify their rent details unless they are exempt under SRSS rent verification rules. It will usually be 'COA', unless the customer:
• has provided acceptable verification, staff should manually apply either Verified VEC (Rent Certificate) or Verified VEF (Formal)
• is living in an accommodation type that is exempt from the requirement to verify - use 'EXB', 'EXV', 'EXC' or 'EXR'), or
• is currently receiving RAA and is advising a change in rent liability (first or second time updated in 12 months without providing verification) only, and the change is reasonable and results in RAA arrears of less than $100, key 'VED' and DOC the record. Include 'accepted verbal rent declaration'
• Govt Sub-tenant:
• Reason Home Vacated (if applicable)
• Date Home Vacated (if applicable)
• Source and DOR
• Action, key 'I' (insert)

If verification is not provided, then RAA will cancel on day 28. If the customer contacts within 13 weeks of RAA being cancelled, see Table 2 > Step 3.

If the customer is exempt from the requirement to provide verification because they live in an exempt accommodation type, key the Rent Verification field with the appropriate exemption code:

• 'EXB' (Customer in Boarding Style accommodation)
• 'EXV' (Customer in Retirement Village)
• 'EXC' (Customer is f/t in non-Cmwlth, or
• 'EXR' (Customer in Refuge)

RAA will be paid immediately.

RAA will not be paid or will cease if the code 'NVE' (not verified) has been used.
Note: if the verification code of 'NVE' is used, a Rent Certificate must be manually created and issued to the customer in a separate activity.

Is a Rent certificate (SU523HD) to be issued manually?

• Yes, go to Step 3
• No, go to Step 3

Manually issue a Rent Certificate SU523HD in Process Direct:

• Open Process Direct and select Customer Summary
• Under Search Criteria in the Search Customers screen, key the Customer Reference Number (CRN)
• Select Go
• Select the row of the customer's record (do not select the CRN link)
• Go to the Correspondence (Corro) screen
• Minimise the Correspondence History twisty
• Go to Issue Correspondence
• In Correspondence Type select Rent Certificate
• Check the date is for the required timeframe (defaults to the past 2 years)
• Select Search
• Select the required address in the Address table
• In the Accommodation table, select the Printer symbol next to the entry which requires verification
• The Delivery Options screen appears
• An option to Preview the rent certificate is also available

Is the SU523HD to be printed immediately?

• Yes, select Immediate Print (local). Do not process multiple 'Immediate Print' requests for the same customer before receiving the 'Print was successful/not successful' message. Doing this will increase the volume of items queued to print and cause further delays. Go to Step 4
• No, select Send via Post. Go to Step 4

Once rent details have been coded, the system will generate a payment determined SRSS Social Service Plan Check the entitlement items in the SSP to ensure the customer is receiving the correct entitlement and rate of payment.

Access the Social Service Plan.

Scroll down the customer's Social Service Plan to check for any further changes to the customer's:

• Eligibility
• Entitlement items, or
• Payment rate assessed

Note: it is important all activities relating to the change of circumstances are finalised before the Social Service Plan being approved.

Is the SSP displaying an underpayment?

• Yes, go to Table 2
• No, if the rate is
• correct, approve the Social Service Plan
• incorrect, raise an SD via mySupport. DOC the record

Did the customer notify of the increase in rent liability within the 14 day notification period?

• Yes, go to Step 2
• No, go to Step 3

Are the arrears correct?

• Yes, the Service Officer can approve the arrears:
• Approve the SSP
• DOC the record. Include the arrears amount, dates and SSP number, reason for the arrears and any other relevant information
• No, the Service Officer must:
• Raise an incident via Roxy
• place the work item on Hold (not Hold to User) for 28 days
• DOC the record

Did the customer notify of the increase in rent liability outside the 14 day notification period but within 13 weeks?

• Yes:
• Submit an SRSS Request for Assistance webform for a referral to the Level 2 Policy Helpdesk. The referral must include a recommendation if the arrears should be paid
• Place the work item on Hold (not Hold to User) for 28 days
• DOC the record
• No:
• Update the Accommodation Details (AC) screen using the date of notification as the date of event
• DOC the record