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Status Resolution Support Services (SRSS) Payment - Social Service Plan (SSP) 005-06030000

This document outlines how staff update an SSP for a customer who gets SRSS payment.

Update an SSP

This table describes how to update an SSP in Customer First.

Step	Action
1	Open the SSP + Read more ^[1] In Customer First, go to Workspace Select the CRN hyperlink Scroll down to the customer's Cases tab where the customer's SRSS case shows Select the customer's name (or other hyperlinked text) that is highlighted under the Description tab After selecting the customer's name: Select the Social Services tab Select the SRSS SSP ID for the customer's latest SRSS SSP Note: if the customer has more than one Payment Determined SSP listed, look for the plan with the status of For Manual Action, SSP Assessed, or In process
2	Assess the SSP + Read more ^[2] If the SSP has a status of For Manual Action, assess ongoing entitlement items and under/overpayments resulting from the SSP. When assessing the SSP, scroll down to check for: any changes in customer's benefit interim status eligibility period entitlement items amounts over/under recovered amount Note: expand the gross entitlement amount in the SSP to show the daily rate of each component. If the SSP has a status of SSP Assessed or In process, select undo decision then calculate result. Is the outcome correct? Yes, go to Step 4 No, go to Step 3
3	Investigate error + Read more ^[3] Where the correct outcome still does not display, check if the correct information is coded: return to the SSP select undo decision then calculate result Is the SSP outcome correct? Yes, go to Step 4 No: Raise an incident via Roxy and add 'Update made in CF for SRSS' in the first line of the Issue Description Create DOC SRSS ICT referral Fast Note Procedure ends here
4	Approve the SSP + Read more ^[4] Service Officers who are not proficient, must send their work for approval to a proficient Service Officer. Any Service Officer can also request checking of their work if they are unsure. Before approving the SSP, check the customer's circumstance to calculate if the correct rate is showing. Checks include: Rent paid (Accommodation Details (AC) screen) Family composition (LS screen) Earnings (Employment Income Summary (EANS) screen) SRSS Band (SRSS information) Self-employment (Real Estate Business (REBS) details) Asset limit (SRSS Information) When the quality check is complete, go to Step 5.
5	Finalise the SSP + Read more ^[5] To approve, select: Approve on the top menu Save to make sure the SSP has been reassessed and approved Once an SSP has been approved and saved, the Change Processes item appears in the header. This is used to manually cancel, reassess, reject or suspend the customer's entitlements. Procedure ends here.
6	When SSPs will auto approve + Read more ^[6] An SSP will automatically approve if all of the following are met: there is no outstanding SSP on the customer's record the SSP is initiated by either: a system update (e.g. CPI, share value changes, future activity including suspensions or cancellations) the customer online (e.g. reporting, updating their details - including income and assets), or a Service Officer changing customer information in the legacy system (e.g. accommodation circumstances, income and assets, reporting)