Nominee enhanced Income Management (NeIM) 103-01210000

This page contains information on the required process when an enquiry is received from an income managed customer regarding the appointment or cancellation of a payment nominee arrangement.

New NeIM customers

On this page:

New Nominee enhanced Income Management customers

Placing a new customer on NeIM

New Nominee enhanced Income Management customers

For the Income Management Contact Officer (IMCO).

Table 1

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Step	Action
1	Work allocation Workload Manager (WLM) will allocate a work item for customers who are required to start Nominee enhanced IM (NeIM) due to their payment nominee's income management status: In Customer First, select the activity on the Activity List (AL) screen, this will go to the Activity Details (AY) screen. Select K (keywords) and the keywords will show. Nominee eIM with the following keywords: EIMNIM and one of the following NEIMICP, NEIMSPR or NEIMCEIM (see Enhanced IM Manual Follow Up (MFU) keywords) for new NeIM customers, or EIMNIM and EIMDEF for new NeIM customers who were previously deferred
2	Enhanced IM Measure check Before starting NeIM, make sure the customer has not already started under an enhanced IM measure in their own right. In Process Direct, go to the EIMS screen: The Customer Summary table will show if the customer has started enhanced IM under a measure in their own right If the customer is in their initial waiting period, the days remaining will show at the top of the EIMS screen Is the customer on enhanced IM under another measure? Yes, as NeIM is the lowest measure within the hierarchy, finalise the work item. Procedure ends here No, go to Step 3
3	Payment nominee 'Switch on' check (address and measure) The SmartCard will be mailed to the payment nominee. Check the payment nominee's record for a safe (suitable) address. In Customer First, go to the Address Summary (ADH) screen to check if the payment nominee has a safe (suitable) address where the personalised SmartCard can be sent. Note: 'C/O of community' address, or a community address without a house number or PO Box are safe (suitable) addresses to which the personalised SmartCard can be sent.
4	'Switch on' check (Benefit Status) In Customer First, select CRN/BP and check the Benefit Status Line to confirm the customer does not have a cancelled (CAN) payment or suspended (SUS) due to imprisonment (SUS/IMP). Does the customer have a CAN or SUS/IMP payment, or does the payment nominee have an unsafe (unsuitable) address? Yes, go to step 5 No, go to Step 6
5	Deferral MFU Set a deferral MFU to review the customer's circumstances in 28 days. Place the work item on hold for 28 days. Do not use hold to user. In Customer First, create a manual review on the Review Registration (RVR) screen and complete the fields as follows: Service Reason: JSP (regardless of which payment the customer is on) Review Reason: INC (General Income Review) Due Date: 28 days from today's date Source: INT Date of Receipt: today's date Notes: 'Unable to switch customer onto NeIM-CeIM, CP, SPaR (remove measures not applicable to payment nominees measure), due to no safe address to post a personalised SmartCard/their payments are cancelled or suspended - customer in prison' Keywords: EIMDEF and EIMNIM 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. Procedure ends here.
6	Basic system check It is important that customer details are checked to ensure the enhanced IM account can be created with the financial institution. Invalid or incomplete information on the customer record may result in the customer not going on to enhanced IM. In Customer First, check the following: Telephone Details Summary (TDS) screen: If a telephone number is available, check that it has 10 digits. If it is not 10 digits, end date the phone number, the customer can still start on enhanced IM. Payment Destination Summary (PAS) screen: A valid BSB and account number must be recorded, as outlined in Payment destination. While the customer has a payment nominee the BSB and account details must be in the name of the payment nominee. Go to Table 2.

Placing a new customer on NeIM

For the Income Management Contact Officer (IMCO).

Table 2

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Step	Action
1	Run the EIM Assessment workflow Go to the START screen Search for and select the EIM Assessment workflow The eIM assessment eligibility screen will display the following question: ‘Has the customer requested ‘Voluntary Agreement?’ Select No Measure: select the applicable measure from the dropdown menu Select Next
2	Process Direct errors If an error displays within the workflow, raise an incident through Using Digital Assistant Roxy in Process Direct.
3	EIM Assessment workflow (Sharing information) When presented with the question ‘Do you understand Services Australia will share this information?’, select ‘Customer not Present’ from the dropdown menu.
4	EIM Assessment workflow (Card issuer) The card issuer must be aligned to the payment nominee, as they will manage the funds on behalf of the customer. If the payment nominee is on: enhanced IM, they have selected a card issuer previously. Select the same card issuer for the customer IM, check if they reside in the NT: If they reside in the NT and they have an existing nominated bank account with the Traditional Credit Union (TCU), select TCU as the card issuer For all other circumstances, select Indue as the card issuer Note: NT customers retain the option to switch card issuers later.
5	EIM Assessment workflow (Initial waiting period) Set the Initial Waiting Period. The system will default to 28 or 56 days depending on the customer's circumstances. Note: customer's payment nominee can contact at a later stage and bring the enhanced IM start date forward if they can obtain a temporary SmartCard or receive their personalised SmartCard early.
6	EIM Assessment workflow (Finalise) At the end of the workflow in the Notes sections: Record details on a DOC Finalise the workflow Exit Process Direct
7	Complete a SAP Refresh in Process Direct Process Direct EIMS screen may show an incorrect enhanced IM measure. In Process Direct, go to the EIMS screen: Complete a SAP Refresh Exit out of the record Access the customer's EIMS screen again, confirm the customer is correctly showing as a Nominee enhanced IM customer
8	Manual letter Send a Q888 letter: If the customer has a correspondence nominee, the customer's letter must be drafted and quality checked before drafting the nominee's letter Process Direct is the preferred option for drafting and issuing the manual letter Refer to A guide to letters to enhanced Income Management customers to confirm the appropriate letter has been selected for the customer Benefit Type/Service Reason: IQN Find the template for the relevant New enhanced IM letter on the Payment Delivery letters sub-site for: New NeIM customer Complete the letter by following the instructions at the start of the template
9	Letter allocation Letter activities create a workload item that may allocate to any service officer. To prevent the Q888 letter activity from being cancelled or completed by another service officer during the quality checking process: In Customer First, select: the letter activity from the Activity List (AL) screen (V) View activity details on the AY screen Continue Notes field and enter the following: Q888 letter pending quality checking DO NOT ACTION Continue
10	Quality checking Manual letters must not be sent to the customer and/or their correspondence nominee until they have been quality checked. Quality checking is normally completed by enhanced IM LPS, due to NeIM work being undertaken by APS5 service officers, quality checking may be completed - peer to peer. Print a draft version of the completed letter and submit for peer review. A draft version of the letter can be either: printed locally and given to peer, or emailed to your peer with OFFICIAL: Sensitive security marking Make sure the following has been checked: formatting, spacing and grammar correct letter has been selected as per A guide to letters to enhanced Income Management customers Letter checkers, see Quality checking enhanced IM manual letters to complete the check Once the letter is approved, go to Step 11.
11	Send manual letter Once the manual letter has been quality checked by a peer and advised no errors, send letter to customer and correspondence nominee (if applicable).
12	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.

Step	Action
1	NeIM work allocation Workload Manager (WLM) will allocate the following work items for customers who require NeIM action due to a change in circumstances: In Customer First, select the activity on the Activity List (AL) screen, this will go to the Activity Details (AY) screen. Select K (keywords) and the keywords will show. NEIMCOC 'NeIM customer - 'Change of circumstance' EIMNIM 'Customer eligible for NeIM'
2	NeIM record checks Check the following details, if the: customer is a new enhanced IM customer or on enhanced IM already, and payment nominee is on IM or enhanced IM In the customer's record: Check the BSt (benefit status) line, EIM will show if the customer is currently on enhanced IM In Process Direct, go to the Enhanced Income Management Summary (EIMS) screen, the Customer Summary table will show: if the customer is on NeIM the payment nominee's current measure Payment nominee check In Customer First, go to the Customer Link Summary (NOLS) screen and check if the customer has a payment nominee If an individual is showing, enter the payment nominee's record Check the BSt (benefit status) line: IMN will show if they are on IM EIM will show if they are on enhanced IM If the payment nominee is on: EIM: in Process Direct, go to the EIMS screen, the Customer Summary table will show the payment nominee's current measure IM: in Customer First, go to Workspace > Income management summary > Qualification summary > IM measure Take note of these details as they will be needed at a later step. If the work item noted in step 1 is: NEIMCOC, go to Step 3 EIMNIM, go to Step 4
3	NEIM(COC) Change in circumstances The NeIMCOC work item will allocate when there is a change in circumstances that may affect the customer's NeIM participation. If the customer's payment nominee arrangement has ended and a new nominee has been appointed who is on CP, SPaR or CIM/CeIM (DEY or LTWPR), go to Step 6 For any of the following, go to Ending enhanced Income Management: If the customer's payment nominee arrangement has ended and no new nominee is appointed If the customer's payment nominee has moved to Cape York, VWPR (Youth or Notice), or Voluntary, the customer can no longer remain on NeIM If the customer's payment nominee is granted an exemption from IM or enhanced IM Procedure ends here.
4	EIMNIM customer eligible for NeIM The EIMNIM work item will allocate if the customer is a: new NeIM customer, or current NeIM customer requiring an update to their NeIM category due to their payment nominee changing enhanced IM or IM measure If the customer is: not on NeIM, go to the New NeIM customers subtab currently on NeIM and the payment nominee has moved to: CeIM, CP or SPaR, the customer remains on NeIM, go to Step 5 VWPR (Youth or Notice), CY or Voluntary - these measures do not place a customer on NeIM, see Ending enhanced Income Management. Procedure ends here
5	NeIM payment nominee change in measure As the payment nominee's measure has changed or the customer has appointed a new payment nominee, the customer's NeIM category must be changed. In Customer First: in the customer's record go to the Service Strategy (PQSS) screen to confirm which measure to place them on Child Protection: NEIMICP – SC745 - Child Protection enhanced IM, or NEIMICP – SC746 - Child Protection IM Supporting People at Risk: NEIMSPR – SC747 - Supporting People at Risk enhanced IM, or NEIMSPR – SC748 - Supporting People at Risk IM Compulsory enhanced IM: NEIMCEIM – SC743 - Compulsory enhanced IM (DEY or LTWPR), or NEIMCEIM – SC744 - Compulsory IM The customer is required to have their NeIM ended and recommenced to align with the same category as their payment nominee.
6	End the customer's NeIM participation In Process Direct: In the customer's record Go to the EIMS screen Decision details table: + Add Decision type: End participation Status: Nominee not eligible Additional information(mandatory): Customer's payment nominee has had a change in circumstances; customer is required to end NeIM participation and recommence NeIM enhanced IM to align with the same category (NeIM-CP/NeIM-SPaR/NeIM-CeIM – delete not applicable) as their payment nominee Select: Save To finalise select Assess Finish
7	Check for underlying eligibility for another enhanced IM measure Customers who reside in the Northern Territory (NT) may profile automatically for CeIM (DEY or LTWPR) in their own right, if they meet the eligibility criteria when they end another measure of enhanced IM. Once the activity to end NeIM has been finalised, in Customer First, go to the Address History Summary (ADH) screen and check if the customer’s home or term address is in the NT. Is the customer's home or term address in the NT? Yes, in Customer First: Next: Daily Driver (DDR) CRN/BP: enter the customer CRN This will refresh the information Clear out of the record and stay out of it for one minute Go to Table 6 in Ending enhanced Income Management No, go to Table 2 > Step 1

Operational Information

Nominee enhanced Income Management (NeIM) 103-01210000

New NeIM customers

New Nominee enhanced Income Management customers

Placing a new customer on NeIM

NeIM Change of circumstances

Work item allocation and coding

Recommence Nominee enhanced IM

Step	Action
1	Recommence the customer onto NeIM In Process Direct: Go to the customer's record Go to the START screen Search for and select the EIM Assessment workflow The eIM assessment eligibility screen will display the following question: ‘Has the customer requested ‘Voluntary Agreement?’ Select No Measure: select the applicable measure from the dropdown menu Select Next
2	Process Direct errors If an error displays within the workflow, raise an incident through Using Digital Assistant Roxy in Process Direct.
3	EIM Assessment workflow (Sharing information) When presented with the question ‘Do you understand Services Australia will share this information?’, select ‘Customer not Present’ from the dropdown menu.
4	EIM Assessment workflow (Card Issuer) If the customer has maintained the same payment nominee: select the same card issuer that was selected previously for the payment nominee If the customer has appointed a new payment nominee: the card issuer must be aligned to the payment nominee, as they will manage the funds on behalf of the customer If the payment nominee is on: enhanced IM, they have selected a card issuer previously. Select the same card issuer for the customer IM, check if they reside in the NT: If they reside in the NT and they have an existing nominated bank account with the Traditional Credit Union (TCU), select TCU as the card issuer For all other circumstances, select Indue as the card issuer Note: NT customers retain the option to switch card issuers later.
5	EIM Assessment workflow (Initial waiting period) The system will default to 28 or 56 days depending on the customer's circumstances. Reduce the Initial Waiting Period (IWP) to zero days, the customer is not entitled to waiting period.
6	EIM Assessment workflow (Finalise) At the end of the workflow in the Notes sections: Record the following details: 'Customers payment nominee has had a change in circumstances, customer is required to end NeIM participation and restart NeIM enhanced IM to align with the same measure as their payment nominee, as there is no gap in income management. The IWP has been reduced to zero days.' Finalise the workflow Exit Process Direct
7	Manual letter Send a Q888 letter: If the customer has a correspondence nominee, the customer's letter must be drafted and quality checked before drafting the nominee's letter Process Direct is the preferred option for drafting and issuing the manual letter Refer to A guide to letters to enhanced Income Management customers to confirm the appropriate letter has been selected for the customer Benefit Type/Service Reason: IQN Find the template for the relevant New enhanced IM letter on the Payment Delivery letters sub-site for: New NeIM customer Complete the letter by following the instructions at the start of the template
8	Letter allocation Letter activities create a workload item that may allocate to any service officer. To prevent the Q888 letter activity from being cancelled or completed by another service officer during the quality checking process: In Customer First, select: the letter activity from the Activity List (AL) screen (V) View activity details on the AY screen Continue Notes field and enter the following: Q888 letter pending quality checking DO NOT ACTION Continue
9	Quality checking Manual letters must not be sent to the customer and/or their correspondence nominee until they have been quality checked. Enhanced IM LPS normally complete quality checking. Due to NeIM work items being undertaken by APS5 service officers, quality checking may be completed - peer to peer. Print a draft version of the completed letter and submit for peer review. A draft version of the letter can be either: printed locally and given to peer, or emailed to peer with OFFICIAL: Sensitive security marking. Make sure the following has been checked: formatting, spacing and grammar correct letter has been selected as per A guide to letters to enhanced Income Management customers Letter checkers, see Quality checking enhanced IM manual letters to complete the check. Once the letter is approved, Go to Step 10.
10	Send manual letter Once the manual letter has been quality checked by a peer and advised no errors, send letter to customer and nominee (if applicable).
11	Finalise the work item In Customer First: In the customer's record Go to the Activity List (AL) screen Select (S) the activity Enter AR in the Next: field Finalise Procedure ends here.