Recall of funds from a BasicsCard to a customer's Income Management account 103-01230080

If customer is requesting and if not already done so, confirm the customer's identification before proceeding. For assistance see Authenticating a Centrelink customer.

If it is the payment nominee contacting, ensure that the BasicsCard was issued to the payment nominee. Check that the payment nominee arrangement exists and the payment nominee's identity. If an Income Managed customer has a payment nominee, the BasicsCard will be issued to the payment nominee on behalf of the customer.

While in the customer's record go to the BasicsCard Summary screen under the Income Management/BasicsCard menu.

• Check the balance of the customer's BasicsCard account. The BasicsCard balance shown is the customer's BasicsCard balance in 'real time'
• If the customer is requesting a recall, go to Step 3
• If the Service Officer is recalling funds not at a customer's request, go to Step 5

Note: if the workflow is unavailable and manual coding is, funds can be recalled by 's'electing Recall Funds on the BasicsCard task selector (BCTS) screen or by typing 'BCRE' in the Nxt: field.

Are there sufficient funds in the BasicsCard account to recall the amount requested by the customer?

• Yes, go to Step 6
• No, go to Step 4

Discuss other options with customer including if customer wants a lesser amount transferred.

Does the customer wish to transfer a lesser amount?

• Yes, go to Step 6
• No, record details on a DOC, including amount requested to be recalled, details of discussion and any other relevant information. Procedure ends here

A Service Officer should only recall funds from a customer's BasicsCard to their Income Management balance without customer request if they have exceeded their maximum limit ($3,000).

Is the action being taken to recall excess funds over the BasicsCard limit?

• Yes, go to step 6
• No, for all other instances, discussion must be held with the customer prior to funds being recalled. The discussion held with the customer should be well documented and include details relating to action taken (for example, customer authorised or did not authorise for funds to be recalled and the reasons for their decision). Procedure ends here

Access the Recall Funds screen under the Income Management/BasicsCard menu or the Recall Funds screen can be launched from the General Issue page.

• Enter an amount to be recalled from the BasicsCard. This amount will be recredited to the Income Management account
• Select the 'Finalise' button
• User message 'Action successful $....... recalled from Card and credited' will be displayed. This signifies that the activity has been completed and the Service Officer can navigate off this screen
• The amount recalled will be recredited to the Income Management Account immediately. Confirm the credit to the customer's Income Management Account via Fortnight (14 days) balance details on the Income Management Summary screen
• Advise customer the amount transferred and their new BasicsCard balance and available Income Management Account balance. A General Issue will be created to recall the funds and launch the Recall Funds screen
• Advise customer if they are on the Residual Payment method, recalled funds will transfer back to the BasicsCard account when their next payment is credited to their Income Management account unless held by an expense request
• A discussion should be held with customer to determine if their current allocations are meeting their priority needs

If requested, provide a transaction summary to the customer/payment nominee via the Transaction Summary screen. If providing a print out of the transaction summary, explain to the customer:

• any recalled funds will display as negative amounts
• all positive amounts are the immediate and regular allocations to the BasicsCard from the Income Management account

Record details on a DOC, including:

• information on the recalled BasicsCard funds and reasons for the recall
• details of a review of the customer's current expenses and priority needs and how these needs are being met
• record of conversation with the customer including any decision to recall a lesser amount than what was first requested