Income Management and BasicsCard Work Items 103-01090000

Work Item may be present on a customer's record for the following reasons:

• A Work Item has been system generated
• A previous Work Item was not addressed at the customer's last contact or the customer was not present
• An Assessment Result (AR) activity has been completed on an income managed, or potential Income Management customer's record which may impact Income Management

Work Items can be viewed:

• On the Income Management Summary screen (under the Income Management menu). Any Work Items will present under the Work Items block
• On the Income Management Warning and Error (IMWE) screen if coding manually
• On the Activity List (AL) screen check for any 'Income Management/Action required' activities

Note: some Work Items also display on the Issues page located in Customer First - Workspace > other > links > Customer Issues.

All staff must investigate and action any Work Items which present on a customer's record as part of every contact with the customer.

Service Officers not trained in Income Management:

• Cold transfer the customer to:
• the Income Management Line, or
• the Indigenous Services queue (if appropriate), or
• Multilingual Call (if appropriate)
• see Transferring calls

• Utilise Operational Blueprint to decide action required. How to action a Work Item contains links to files containing details about generic and measure specific Work Items. If required, seek help from:
• a specialised Service Officer (if available)
• Service Support Officer (SSO), or
• the Technical Support Line (select option 7) for assistance to investigate and action the Work Item

• Work Items must not be removed without appropriate investigation and action. Inappropriately 'ticking off' any Work Item may lead to updates not being completed or impact the customer's Income Management payments
• An un-actioned Work Item will create an INM/ACT activity on the AL screen which cannot be cancelled
• Work Items are not to be transferred (individually or by Bulk Action (BAF)) to another office for the purpose of clearing a Service Officer's or site's WLM
• Completion of an activity relating to a particular Work Item may automatically remove the Work Item and associated INM/ACT activities on the AL screen. If no updates are required, and appropriate investigation and discussions have been held, manually tick off the Work Item and record details on a DOC

When Work Item is Raised

The BasicsCard provider has rejected a vary balance transaction. These funds have now been put back into the Income Management account.

Action Required

Review the customer's Income Management expenses, as these may need to be paid via another method. See Changes to Income Management expenses.

When Work Item is Raised

Customer has had five 'declined due to insufficient balance' transactions on their BasicsCard within the last seven days.

Action Required

Discuss all BasicsCard balance checking options available, including:

• Using the Express Plus Centrelink mobile App
• Using one of the 4 major banks (Westpac, Commonwealth, NAB or ANZ) in their location without charge
• Calling the BasicsCard balance Enquiry Line on 1800 057 111
• Calling the Income Management line on 1800 132 594
• Logging into their Centrelink Online Account through myGov
• Using the online BasicsCard balance-enquiry service
• Visiting a Centrelink Service Centre

Note: Options are listed on the back of the BasicsCard wallet or can be viewed on the Services Australia website. See the Resources page for a link to the Services Australia website.

For more details, see BasicsCard balance or transaction summary enquiry and Income Management and BasicsCard self service options.

When Work Item is Raised

BasicsCard has been blocked as PIN attempts were exceeded.

Action Required

A discussion is required with the customer to explain why their BasicsCard has been blocked and to change or re-set their PIN.

For more details, see BasicsCard request to change Personal Identification Number (PIN).

When Work Item is Raised

The customer's BasicsCard balance has exceeded their allowable limit that has been set. Limits will vary depending on what has been set for the customer. Regular and immediate allocations to the BasicsCard will be prevented.

Action Required

• Review the customer's Income Management expenses , and adjust as discussed, and
• Recall funds from the BasicsCard to bring balance under the maximum card limit. See Recall of funds from a BasicsCard to a customer's Income Management account

Note: if priority needs have changed since the last review, record the discussion on the Priority Needs Expenses workflow.

When Work Item is Raised

A customer has moved from the Residual Payment method to the Partial Payment method and:

• 26 weeks has elapsed, or
• an Income Management expense is coded

This work item will be created every 26 weeks after one of the above events occur.

Action Required

Discuss if the customer wants to change their allocation method to the Residual Payment method. For further information, see BasicsCard changing daily spend, maximum card balance limits and allocation method.

Note: if priority needs have changed since the last review, record the discussion on the Priority Needs Expenses workflow.

When Work Item is Raised

Customer is on the Partial Payment method and has not yet coded a regular BasicsCard expense or their regular BasicsCard expense has been ceased. Work item will be created every 26 weeks.

Action Required

• Discuss coding a regular BasicsCard expense with the customer. For further information, see Coding Income Management expenses

Note: if priority needs have changed since the last review, record the discussion on the Priority Needs Expenses workflow.

When Work Item is Raised

The payment nominee arrangement has been ended, or the payment nominee has been recorded as deceased.

Action Required

• Review the customer's Income Management status
• If the customer was on Nominee Income Management and they no longer have a payment nominee, Nominee Income Management must be ended
• If the customer had an excluded payment nominee, the customer's ineligibility coding must be updated to 'eligible' and the customer may now be eligible for enhanced Income Management

For more details, see Nominee Income Management (NIM) and Nominee enhanced Income Management (NeIM), and Nominee arrangements under Income Management and enhanced Income Management

When Work Item is Raised

The customer has a School Meals Program regular expense and the provider has changed their fee structure.

Action Required

• Reduction in fees: discuss the change in fees with the customer:
• If the customer was paying the standard rate, explain the change will be/has been automatically applied and no further action is required
• If the customer was paying a non-standard rate, update the expense to the new rate, if the customer agrees
• Increase in fees:
• discuss the change in fees with the customer, and if they are agreeable, update the expense where there has been an increase or the customer was paying a non-standard rate

Note: if priority needs have changed since the last review, record the discussion on the Priority Needs Expenses workflow.

For more details, see Payment of School Meals Program (SMP) expenses from Income Management funds or Centrepay.

When Work Item is Raised

This customer has a School Meals Program regular expense and the provider is no longer providing the service or will be ceasing to provide it soon.

Action Required

• Advise the customer the provider will no longer be providing a service and ensure they are aware the expense will automatically cease when the provider ends
• Identify whether there is a new provider for the school the child is attending and discuss whether a new expense is to be created
• If there is a new provider, their details can be viewed on Office Locator after conducting a TPO search by Community/Town name

Note: if priority needs have changed since the last review, record the discussion on the Priority Needs Expenses workflow.

For more details, see Payment of School Meals Program (SMP) expenses from Income Management funds or Centrepay.

When Work Item raised

The customer has a Rent Deduction Scheme (RDS) deduction and their payments are income managed.

Action required:

• Review the customer's Income Management expense allocations and voluntary deductions
• • In consultation with the customer, amend or change the RDS expense to an Income Management allocation if appropriate

Note: if priority needs have changed since the last review, record the discussion on the Priority Needs Expenses workflow.

For more details, see Changes to Income Management priority needs, and Coding Income Management expenses.

When Work Item raised

The customer has a current IM expense that has failed on four consecutive occasions.

Action required:

• Review the customer's Income Management expenses, adjusting any expenses as discussed and agreed with the customer
• If priority needs have changed since the last review, record the discussion on the Priority Needs Expenses workflow

For more details, see Changes to Income Management priority needs, and Coding Income Management expenses.

When Work Item is Raised

Customer commenced Income Management and they are a payment nominee for another customer, or their payments already income managed and have been made a payment nominee for another customer.

Action Required

• The nominee arrangement must be reviewed to confirm it is in the best interests of the principal (the person for whom the customer is a payment nominee)
• As a result of the payment nominee relationship, the principal may now be eligible for Nominee enhanced Income Management
• If a principal was previously ineligible for Income Management as they had an excluded payment nominee, they may now be eligible for Income Management in their own right

For more details, see Nominee Income Management and Nominee enhanced Income Management.

When Work Item is Raised

Customer's rate of payment or expense allocation has changed and more than 100% of the customer's income managed funds are allocated.

Action Required

• Review the customer's Income Management expenses and voluntary deductions and adjust as appropriate in consultation with the customer
• A reassessment of the customer's anticipated Income Management funds (for example, customer has employment income) may be required to avoid over-allocating funds

Note: if priority needs have changed since the last review, record the discussion on the Priority Needs Expenses workflow.

For more details see, Changes to Income Management priority needs, and Coding Income Management expenses.

When Work Item is Raised

The customer's home, temporary, term or postal address has changed, or they do not have a current home, temporary, term or postal address recorded.

Action Required

• Review the customer's priority needs, Income Management expenses and voluntary deductions, ensuring any payments for rent are amended or ceased as appropriate
• Customers must have a current address recorded as per standard business process. A customer's address is an eligibility criterion when assessing a customer's eligibility for Income Management
• Income managed customers who move indefinitely or permanently outside of an Income Management area will continue to be income managed. The duration a customer's payments will be income managed will depend on which measure is applicable to them
• Record the priority needs discussion on the Priority Needs Expenses workflow

For more details, see Customer moves out of an Income Management (IM) or enhanced IM area.

When Work Item is Raised

An income managed customer has been linked to or unlinked from a partner.

Action Required

• Review the customer's Income Management to ensure eligibility criteria is met (Child Protection measures)
• Review Income Management expenses and voluntary deductions should be reviewed as the customer's circumstances and expenses may have changed
• Make any updates in consultation with the customer
• Record the priority needs discussion on the Priority Needs Expenses workflow

For more details, see Changes to Income Management priority needs, and Coding Income Management expenses.

When Work Item is Raised

Income managed customer's Entitlement Period End Date (EPED) (payday code) has changed.

Action Required

• Review the customer's regular Income Management expenses, and if necessary update the expenses as they should align with the new payday code

Note: if priority needs have changed since the last review, record the discussion on the Priority Needs Expenses workflow.

For more details, see Coding Income Management expenses.

When Work Item is Raised

One or more children linked to the customer have entered or left the customer's care.

Action Required

• Review the customer's regular Income Management expenses and voluntary deductions as the customer's circumstances may have changed (for example, expenses for School Meals Program)
• Make any updates to expenses in consultation with the customer
• Record the priority needs discussion on the Priority Needs Expenses workflow

For more details, see Changes to Income Management priority needs, and Coding Income Management expenses.

When Work Item is Raised

Customer has transferred from one measure of Income Management to another. As IM is closed to new customers, the customer is required to commence enhanced Income Management for their new measure.

Action Required

• Transfer the customer to the eIM hotline to discuss commencing enhanced IM under the new measure

For more details, see Hierarchy and movement between Income Management and enhanced Income Management measures - Overview.

When Work Item is Raised

A compliance failure penalty or non-payment period will be applied.

The amount of funds to be credited to the Income Management account may be reduced or ceased during the penalty period.

Action Required

• Review Income Management, including Income Management expenses and voluntary deductions, to determine if regular expenses can continue to be met during the penalty period
• In consultation with the customer, suspend Income Management and/or voluntary deductions as appropriate
• Record the priority needs discussion on the Priority Needs Expenses workflow

For more details, see Effect on Income Management when payment is suspended, on zero rate, cancelled, or an Unemployment Non-Payment Period applied.

When Work Item is Raised

An Income Management customer should not have more than $3,000 in their Income Management account.

Action Required

• If the customer does not contact the agency, attempts should be made to contact the customer to discuss:
• what they intend to do with the funds (for example, transfer funds to their BasicsCard or save for a big ticket item), and
• when they think the balance will be reduced below $3,000
• Once the reason for the IM account balance has been determined, discuss with the customer how they can:
• use the funds to make large purchases, or
• transfer the funds to their BasicsCard
• Record full details of the discussion on a DOA DOC on the customer's record
• Make any one-off payments or set up regular payments if requested by the customer

Note: the above does not apply to deceased customers.

To complete the Service Component (444) of this Work Item:

• go to the Service Strategy (PQSS) screen
• in the Service Component/ Action/Detail: field enter 'X' then press [Enter]
• enter 'I' in the Talk to Customer about High IM Balance: field and 'COM' in the STS: field
• complete Date: and DOR: fields and finalise the activity

Note: if priority needs have changed since the last review, record the discussion on the Priority Needs Expenses workflow.

For more details, see Changes to Income Management priority needs and Coding Income Management expenses.

When Work Item raised

A Disengaged Youth (DEY) or Long Term Welfare Payment Recipients (LTWPR) Income Management customer's payment has been restored.

Action required

Review the customer's current regular Income Management expenses and voluntary deductions. If priority needs have changed since the last review, record the discussion on the Priority Needs Expenses workflow.

If a cancelled payment is restored:

• within 14 days of Income Management ending, Income Management regular expenses will continue but should be reviewed
• more than 14 days after Income Management has ended, Income Management regular expenses will have ceased and will need to be recommenced after discussions with the customer

For more details, see Effect on income management when payment is restored or re-granted.

When Work Item raised

The child in customer's care is now school age.

Action required

Discussion about the School Meals Program as a priority expense is required.

For more details, see Payment of School Meals Program (SMP) expenses from Income Management funds or Centrepay.

When Work Item raised

A customer with dependent children has not provided required evidence for an exemption from Income Management within 28 days.

Action required

Reject the application for an Income Management exemption as evidence has not been provided.

See Determining an exemption from Compulsory enhanced Income Management (CeIM) or Compulsory Income Management (CIM) for customers with dependent children.

When Work Item raised

The customer is income managed under the Disengaged Youth (DEY) or Long Term Welfare Payment Recipients (LTWPR) measure and has been identified as eligible for a Compulsory IM Exemption Service offer.

Customer criteria

The Work item will be generated every 8 weeks for eligible customers, providing the following criteria continue to be met:

The customer:

• is on Compulsory Income Management (CIM), and
• they are not currently exempt, and
• were not rejected for a CIM exemption within the last 8 weeks, and
• has a dependent child/ren, and
• does not have a CIM exemption application in progress, and
• has not had a child's bereavement recorded in the last 14 weeks, and
• has not had a Compulsory IM Exemption Service Offer discussion in the last 8 weeks, and
• is living in a CIM declared area (Northern Territory), or
• is living outside a CIM declared area during the 13 week portability period

Action required

Undertake an exemption discussion with the customer, and complete the Compulsory IM Exemption Service Offer via the IM service offer workflow.

Refer the customer to the Income Management Exemption and Assessment Team (IMEAT) if the customer accepts the service offer.

This Work Item must be actioned via the IM service offer workflow and cannot be manually completed via the Income Management Summary screen.

When Work Item raised

Voluntary Income Management customer's payment has been restored.

Action required:

Review the customer's current Income Management (IM) expenses and voluntary deductions. If priority needs have changed since the last review, record the discussion on the Priority Needs Expenses workflow.

If a cancelled payment is restored:

• within 14 days of Income Management ending, Income Management regular expenses will continue but should be reviewed
• more than 14 days after Income Management has ended, Income Management regular expenses will have ceased and will need to be recommenced after discussion with the customer

For more details, see Effect on Income Management when payment is restored or re-granted.

When Work Item raised

Voluntary Income Management customer's Rent Type has changed.

Action required:

Review the customer's regular Income Management expenses and voluntary deductions. If priority needs have changed since the last review, record the discussion on the Priority Needs Expenses workflow.

For more details, see:

• Changes to Income Management priority needs
• Coding Income Management expenses

When Work Item raised

Voluntary Income Management customer is recorded as being imprisoned.

Action required:

Complete a file assessment to review the customer’s expenses, review the payment destination (GPY) and finalise any other IM activities. For example, suspend the BasicsCard and action other IM Work Items.

For more details, see:

• Effect on Income Management when payment is suspended, on zero rate or cancelled, or Unemployment Non-Payment Period applied
• Prison admission process and claims during incarceration

When Work Item raised

Voluntary Income Management customer's supplementary payment has been cancelled.

Action required:

Review the customer's priority needs, Income Management expenses and voluntary deductions. If priority needs have changed since the last review, record the discussion on the Priority Needs Expenses workflow.

For more details, see:

• Changes to Income Management priority needs
• Coding Income Management expenses

When Work Item raised

Voluntary Income Management customer's supplementary payment has been suspended.

Action required:

Review the customer's Income Management expenses and voluntary deductions. If priority needs have changed since the last review, record the discussion on the Priority Needs Expenses workflow.

For more details, see:

• Changes to Income Management priority needs
• Coding Income Management expenses

When Work Item raised

Voluntary Income Management customer is granted Rent Assistance (RA), Pharmaceutical Allowance (PhA) or Remote Area Allowance (RAA).

Action required:

Review the customer's Income Management expenses and voluntary deductions. If priority needs have changed since the last review, record the discussion on the Priority Needs Expenses workflow.

For more details, see:

• Changes to Income Management priority needs
• Coding Income Management expenses

When Work Item raised

A Vulnerable Welfare Payment Recipient (VWPR) customer's Income Management has ended.

Action required:

Review the customer's ongoing priority needs

Things to consider:

• how any remaining funds should be disbursed
• if any regular Income Management expenses can be changed to Centrepay or Rent Deduction Scheme payments, and
• offer referral to Financial Management Program Support Services

For full details of information to be discussed during a Disbursement interview see Disbursement interview for Vulnerable Welfare Payment Recipients (VWPR) Income Management.

When Work Item raised

Vulnerable Welfare Payment Recipients (VWPR) Income Management customer's payment has been restored.

Action required:

Review the customer's current Income Management expenses and voluntary deductions.

If a cancelled payment is restored:

• within 14 days of Income Management ending, Income Management regular expenses will continue but should be reviewed
• more than 14 days after Income Management has ended, Income Management regular expenses will have ceased and will need to be recommenced after discussions with the customer

For more details, see Effect on Income Management when payment is restored or re-granted.

When Work Item raised

Child Protection Income Management customer or partner's (if applicable) Carer's Allowance (CDA) status has changed.

Action required:

Review the customer's or partners, (if applicable) Income Management to ensure eligibility criteria is met.

Regular Income Management expenses and voluntary deductions should be reviewed as the customer's circumstances and expenses may have changed. If priority needs have changed since the last review, record the discussion on the Priority Needs Expenses workflow.

For more details, see:

• Changes to Income Management priority needs
• Coding Income Management expenses

When Work Item raised

Child Protection Income Management (CPIM) customer's payment has been restored.

Action required:

Review the customer's current Income Management expenses and voluntary deductions. If priority needs have changed since the last review, record the discussion on the Priority Needs Expenses workflow.

If a cancelled payment is restored:

• within 14 days of Income Management ending, Income Management regular expenses will continue but should be reviewed
• more than 14 days after Income Management has ended, Income Management regular expenses will have ceased and will need to be recommenced after discussions with the customer

For more details, see Effect on Income Management when payment is restored or re-granted.

When Work Item raised

Child Protection Income Management customer's rent Type has changed.

Action required:

Review the customer's priority needs, Income Management expenses and voluntary deductions. If priority needs have changed since the last review, record the discussion on the Priority Needs Expenses workflow.

For more details, see:

• Changes to Income Management priority needs
• Coding Income Management expenses

When Work Item raised

Child Protection Income Management customer is recorded as being imprisoned.

Action required:

Complete a file assessment to review the customer’s expenses, review the payment destination (GPY) and finalise any other IM activities. For example, suspend the BasicsCard and action other IM Work Items.

For more details, see:

• Effect on Income Management when payment is suspended, on zero rate or cancelled, or an Unemployment Non-Payment Period applied
• Prison admission process and claims during incarceration

When Work Item raised

Child Protection Income Management customer's supplementary payment has been cancelled.

Action required:

Review the customer's priority needs, Income Management expenses and voluntary deductions. If priority needs have changed since the last review, record the discussion on the Priority Needs Expenses workflow.

For more details, see:

• Changes to Income Management priority needs
• Coding Income Management expenses

When Work Item raised

Child Protection Income Management customer's supplementary payment has been suspended.

Action required:

Review the customer's priority needs, Income Management expenses and voluntary deductions. If priority needs have changed since the last review, record the discussion on the Priority Needs Expenses workflow.

For more details, see:

• Changes to Income Management priority needs
• Coding Income Management expenses

When Work Item raised

Child Protection Income Management customer has been granted Rent Assistance (RA), Pharmaceutical Allowance (PhA) Pension Supplement or Remote Area Allowance (RAA).

Action required:

Review the customer's priority needs, Income Management expenses and voluntary deductions. If priority needs have changed since the last review, record the discussion on the Priority Needs Expenses workflow.

For more details, see:

• Changes to Income Management priority needs
• Coding Income Management expenses

When Work Item raised

Child Protection Income Management customer is eligible to receive a 20% Unrestricted Cash Payment (UCP).

Action required:

The referring State or Territory Child Protection Authority has determined the customer is eligible to receive a 20% Unrestricted Cash Payment (UCP).

For more details, see Unrestricted Cash Payments (UCPs).

• Work Item 1289Q1 IM ends in 35 days. IMCO to contact referring ORG if applicable (CPIM)

Income Management Contact Officers (IMCO) only

When Work Item raised

The customer's current Income Management notice will end in 35 days.

Note: a Work Item will show regardless of the customer's Income Management status.

Action Required

IMCO to discuss with relevant approved referring authority if Income Management is to continue for the customer.

The IMCO is to make an appointment with the referring organisation. The referring authority will decide if Income Management is to end or continue.

If the customer is not currently being income managed, the referring organisation will decide if a new notice is to be issued, for potential enhanced Income Management.

• Work Item 1291Q1 Revoke received for current Child Protection notice

Income Management Contact Officers (IMCO) only

When Work Item raised

The referring organisation has lodged a Revocation of Income Management or enhanced Income Management notice (revoke notice), and:

• no new commencement notice from another authority exists and the end date for the notice is more than 28 days in the future
• no continuation notice exists and the end date for the notice is more than 28 days in the future
• the end date for the current notice is 28 days or less in the future

Action Required

• If the end date of the current notice is more than 28 days in the future the customer's Income Management will automatically end in 28 days
• If the end date of the current notice is 28 days or less in the future
• the IMCO should liaise with the referring organisation to determine what action to take with the Income Management, as the revoke notice has been received less than 28 days before Income Management end date
• In circumstances where the revoke notice is not automatically processed, IMCOs can manually record via the Child Protection assessment workflow. For more details, see Actioning Business Hub requests

When Work Item is Raised

Deceased Income Management customer has had funds credited to their Income Management account after original residual balance has been disbursed.

Action Required

• Funds are to be paid out as per instructions from the Legal Personal Representative

For more details, see Death of an income managed customer.

When Work Item is Raised

Death action on Income Management customer record.

Action Required

• Review the customer's record and follow up any recall of funds from Third Party Organisations and/or disbursement of funds

For more details, see Death of an income managed customer.