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Social worker assessment and review of a VWPR Youth exclusion 103-01180040

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For Services Australia social workers.

This document outlines how social workers assess and record exclusions for customers automatically triggered for the Vulnerable Welfare Payment Recipient (VWPR) Youth enhanced Income Management (enhanced IM) measures.

On this page:

VWPR Youth exclusion

Determining an exclusion from VWPR Youth enhanced IM

Reviewing a social worker determined exclusion from VWPR Youth enhanced IM

VWPR Youth exclusion

Table 1

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Step

Action

1

Work allocation

Social workers may receive VWPR Youth enhanced IM exclusion work through:

  • the Social Worker Referral workflow, or
  • Workload Manager (WLM)

If a social worker receives work through the Social Worker Referral workflow, this is a new exclusion assessment. Go to Step 2.

If a social worker receives a work item via WLM, and includes the following keywords, it is a review of an existing social worker determined exclusion:

  • EIMEXC
  • EIM35DAY and
  • one of the following
    • EIMCRP
    • EIMUTL
    • EIMSPL

See Table 3.

2

Customer's right to request an exclusion from VWPR Youth

Customers who are not eligible for an automatic exclusion from VWPR Youth enhanced IM may still request an exclusion.

Social workers assess exclusion requests and record whether the customer meets the criteria for a social worker determined exclusion.

3

Enhanced IM check

In Process Direct:

  • go to the Enhanced Income Management Summary (EIMS) screen
  • check the Customer Summary table to see if the customer is on VWPR Youth (Crisis, UTLAH or Special Benefit) enhanced IM, and
  • the status is 'On'

Is the customer on VWPR Youth (Crisis, UTLAH or Special Benefit) enhanced IM?


Determining an exclusion from VWPR Youth enhanced IM

Table 2

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Step

Action

1

Exclusions for the automatically triggered VWPR Youth enhanced IM

To create a new exclusion there must not be a current or pending (incomplete) exclusion on the customer's record.

Note:

  • A social worker must complete a new exclusion assessment to determine whether, based on the customer's current circumstances, the exclusion should be granted for a further 12 months or ended
  • Social workers can end the exclusion period early if required, which may result in the customer being eligible for enhanced IM, providing they meet all eligibility criteria. An exclusion assessment must be completed if varying or ending before the 12 months

For more details about:

  • Exclusions due to enhanced IM placing a customer's mental, physical, or emotional wellbeing at risk, go to Step 2
  • Not Practicable Exclusions, go to Step 3

2

Exclusion due to enhanced IM placing a customer’s mental, physical or emotional wellbeing at risk (Detrimental)

Customers may be excluded from the VWPR Youth enhanced IM measure if a social worker determines enhanced IM would place the customer’s mental, physical or emotional wellbeing at risk, including any of the following:

  • they cannot meaningfully engage in the enhanced IM process due to mental health issues
  • they do not have the capacity to comprehend the operation of enhanced IM, or
  • they are experiencing serious instability in their housing or living situation and enhanced IM would affect their ability to direct funds to housing
  • Detrimental (wellbeing) examples

A social worker decides whether to grant or reject the exclusion. The coding of the decision is actioned by enhanced IM staff trained in manual processes through a manual follow up activity.

For these exclusions complete the following (both grant and reject decisions):

  • In Customer First, create a manual review on the Review Registration (RVR) screen and complete the fields as follows:
    • Service Reason: only use JSP (regardless of which payment the customer is on)
    • Review Reason: INC (General Income Review Required)
    • Due Date: 2 days from today's date
    • Source: INT
    • Date of Receipt: today’s date
    • Notes: ’VWPR Youth enhanced IM Detrimental- wellbeing exclusion decision - Grant/Reject’ (Delete outcome that is not relevant).
    • Keywords: EIMEXC and one of the following (depending on the measure) EIMCRP, EIMUTL or EIMSPL (see Enhanced IM MFU keywords)
    • Workgroup: leave blank
    • Position: leave blank
    • Transfer to Region: leave blank
  • The review will mature on the Due Date coded in the RVR activity. Workload Management will allocate the review for manual action
  • Social Work Information System (SWIS) VWPR Youth Detrimental Exclusion report to record reasons and outcomes of the decision-making

Go to Step 4.

3

Not Practicable - support and demonstrated capacity

A social worker may determine the customer is eligible for an exclusion from VWPR Youth enhanced IM if the customer has been on VWPR Youth enhanced IM for a minimum period of 12 months, and they have:

  • successfully engaged in a supportive relationship that provided mentoring, coaching or case management that included a transition to independence and the social worker is satisfied that the customer is likely to continue doing so such that the customer does not need to remain on enhanced IM, or
  • demonstrated the skills and ability to manage their money and to live independently and the social worker is satisfied the customer is likely to continue doing so such that the customer does not need to remain on enhanced IM

A social worker decides whether to grant or reject the exclusion. The coding of the decision is actioned by enhanced IM staff trained in manual processes through a manual follow up activity.

Complete the following (both grant and reject decisions):

  • In Customer First, create a manual review on the Review Registration (RVR) screen and complete the fields as follows:
    • Service Reason: only use JSP (regardless of which payment the customer is on)
    • Review Reason: INC (General Income Review Required)
    • Due Date: 2 days from today's date
    • Source: INT
    • Date of Receipt: today’s date
    • Notes: ’VWPR Youth Not practicable - Support and Demonstrated Capacity exclusion decision - Grant/Reject’ (delete outcome that is not relevant)
    • Keywords: EIMEXC and one of the following (depending on the measure) EIMCRP, EIMUTL or EIMSPL (see Enhanced IM MFU keywords)
    • Workgroup: leave blank
    • Position: leave blank
    • Transfer to Region: leave blank
  • The review will mature on the Due Date coded in the RVR activity. Workload Management will allocate the review for manual action
  • Social Work Information System (SWIS) VWPR Youth Not Practicable Exclusion report to record reasons and outcomes of the decision-making

4

Contact the customer

Social worker should contact the customer to discuss the exclusion decision outcome. Two genuine attempts to contact the customer must be made to inform them of the decision.

5

DOC Customer First

In Customer First, record details on a DOC using Fast Note - select Auto text, use enhanced Income Management > Exclusions > VWPR Youth SW exclusion decision/review.

Delete all non-applicable text in the template.

Note: customers granted an exclusion from VWPR Youth will be ineligible to start enhanced IM under the Compulsory enhanced IM (CeIM) measure during the exclusion period.


Reviewing a social worker determined exclusion from VWPR Youth enhanced IM

Table 3

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Step

Action

1

Review of VWPR Youth enhanced IM exclusion granted by a social worker

Customers granted an exclusion from VWPR Youth are ineligible to start Compulsory enhanced IM (CeIM) during this period.

Due to current system limitations, when a social worker grants an exclusion from VWPR Youth enhanced IM, an ineligibility assessment is coded to end the customer’s VWPR Youth participation. This ensures the customer does not start enhanced IM under VWPR Youth or Compulsory (DEY or LTWPR) during the exclusion period.

At the end of the exclusion period, the social worker must complete a new exclusion assessment to decide whether it would still be detrimental or not practicable for the customer to be subject to enhanced IM. This ensures the correct exclusion coding remains in place where enhanced IM should not start, regardless of the customer’s current payment, location or other eligibility circumstances.

Workload Manager will allocate a 35 Day MFU to a social worker to review the exclusion.

View the MFU activity notes, which will advise that the social worker determined exclusion from VWPR Youth is due to end and requires review by a social worker. Take note of the exclusion end date in the notes.

2

Review of customer’s circumstances

The social worker should review the original decision document to determine the reason the customer’s exclusion was granted.

If the exclusion was granted due to:

  • Detrimental: placing a customer's mental, physical, or emotional wellbeing at risk, go to Step 3
  • Not practicable - Support and Demonstrated Capacity exclusion, go to Step 4

3

Detrimental - placing a customer's mental, physical, or emotional wellbeing at risk

The customer was excluded from the VWPR Youth enhanced IM measure as the social worker determined enhanced IM would place the customer's mental, physical, or emotional wellbeing at risk, including any of the following:

  • They cannot meaningfully engage in the enhanced IM process due to mental health issues
  • They do not have the capacity to comprehend the operation of enhanced IM
  • They are experiencing serious instability in their housing or living situation and enhanced IM would affect their ability to direct funds to housing
  • Detrimental (wellbeing) examples

The social worker must review the customer’s current circumstances to decide whether enhanced IM would continue to place the customer’s mental, physical or emotional wellbeing at risk.

Based on the customer's current circumstances, does the social worker review determine that being on enhanced IM will continue to place the customer's mental, physical, or emotional wellbeing at risk?

4

Not Practicable - Support and Demonstrated Capacity

The customer was excluded from VWPR Youth enhanced IM measure as the social worker determined the customer was on VWPR Youth enhanced IM for a minimum period of 12 months and they have:

  • successfully engaged in a supportive relationship that provided mentoring, coaching or case management that included a transition to independence and the social worker is satisfied that the customer is likely to continue doing so such that the customer does not need to remain on enhanced IM, or
  • demonstrated the skills and ability to manage their money and to live independently and the social worker is satisfied the customer is likely to continue doing so such that the customer does not need to remain on enhanced IM

When completing the review, consider whether the customer’s current circumstances show they continue to have appropriate support arrangements or demonstrated capacity to manage their money and live independently without enhanced IM.

This may include whether the customer:

  • remains engaged with mentoring, coaching, case management or other support that helps their transition to independence
  • continues to demonstrate the skills and ability to manage their money
  • has maintained stable living arrangements or other supports that help independent living
  • understands and manages regular financial commitments, and
  • is likely to continue doing so without enhanced IM

Based on the customer's current circumstances, does the social worker review determine that it is not practicable for the customer to be on enhanced IM?

5

Create a new MFU - VWPR Youth exclusion review

Due to current system limitations, a new MFU is required for the social worker to review the customer’s circumstances again 12 months from the review date. When the review falls due, the social worker must decide whether the exclusion should remain in place.

  • In Customer First, create a manual review on the Review Registration (RVR) screen, and complete the fields as follows:
    • Service Reason: only use JSP (regardless of which payment the customer is on)
    • Review Reason: INC (General Income Review Required)
    • Due Date: 35 days before the revised exclusion (social worker granted) end date
    • Source: INT
    • Date of Receipt: today’s date
    • Notes: 'Customer’s VWPR Youth exclusion will end on (DD/MM/YYYY - 12 months from review date). Social worker to review VWPR Youth - detrimental wellbeing/not practicable exclusion
    • Keywords: EIM35DAY and EIMEXC and one of the following (depending on measure) EIMCRP, EIMUTL or EIMSPL (see Enhanced IM MFU keywords)
    • Workgroup: leave blank
    • Position: leave blank
    • Transfer to Region: leave blank

The review will mature on the Due Date coded in the RVR activity. Workload Management will allocate the review for action to an enhanced IM service officer trained in manual processes.

Go to Step 8.

6

Create MFU - VWPR Youth exclusion end

As the social worker has determined the VWPR Youth exclusion should end, they must confirm the date the original exclusion was granted and create an MFU due on that date.

Enhanced IM staff trained in manual processes will action the coding of the decision when the MFU falls due.

In Process Direct, view the end date of the original exclusion:

  • Go to the Enhanced Income Management Summary (EIMS) screen
  • Check the Customer Summary Table:
    • Status: Ineligible
    • Reason: Exclusion Granted
    • Event date: confirm the date the exclusion was granted

7

Create MFU - VWPR Youth exclusion end

In Customer First, create a manual review on the Review Registration (RVR) screen and complete the fields as follows:

  • Service Reason: only use JSP (regardless of which payment the customer is on)
  • Review Reason: INC (General Income Review Required)
  • Due Date: end date of the original exclusion
  • Source: INT
  • Date of Receipt: today’s date
  • Notes: 'VWPR Youth - detrimental wellbeing/not practicable exclusion has been revoked. Please end exclusion'
  • Keywords: EIMEND and EIMEXC and one of the following (depending on measure) EIMCRP, EIMUTL or EIMSPL (see Enhanced IM MFU keywords)
  • Workgroup: leave blank
  • Position: leave blank
  • Transfer to Region: leave blank

The review will mature on the Due Date coded in the RVR activity. Workload Management will allocate the review for action to an enhanced IM service officer trained in manual processes.

8

DOC Customer First

In Customer First, record details on a DOC using Fast Note - select Auto text, use enhanced Income Management > Exclusions > VWPR Youth SW exclusion decision/review.

Remove decision/review details that are not applicable and document the outcome of the review.

9

Work Item

Complete the work item in Customer First.

  • Go to the Activity List (AL) screen
  • Select the Work Item
  • Select AR to finalise the activity
  • Select Continue

DOC the record.

Procedure ends here.