Nominee Income Management (NIM) processing 103-17072100

This MFU will present to the appropriately skill tagged staff in Workload Management and is created when the principal is not on NIM and their payment nominee is on an eligible IM measure that qualifies them for NIM.

Staff must not commence the customer on NIM due to the closure of the IM program to new entrants on 4 September 2023. The principal must commence Nominee enhanced Income Management (NeIM).

If staff receive this MFU, they must cancel the work item.

Procedure ends here.

This MFU will present to the appropriately skill tagged staff in Workload Management and is created when a customer's NIM details have not changed as a result of their new payment nominee relationship, however, the new payment nominee CRN needs to be recorded to reflect the change in payment nominee.

To action this MFU, review the customer's NIM and nominee details.

• If a BasicsCard was issued in the name of the former payment nominee, close the BasicsCard. See BasicsCard close an account for more details
• Update the new payment nominee details for NIM via the nominee IM Assessment workflow
• Record details of update on a DOC on the customer's record
• Reasonable attempts are to be made to contact the customer and/or payment nominee via phone to notify them of the action taken. DOC all contact attempts on the customer's record
• No letters are issued for these updates
• Finalise the MFU and, if necessary, manually tick off the Work Items associated, once updates are completed

This MFU will present to the appropriately skill tagged staff in Workload Management and is created when the customer is on NIM, and:

• their payment nominee is no longer on an eligible IM measure, or
• they have a new payment nominee who is not on an eligible IM measure

Note: a customer can remain on NIM regardless of whether their payment nominee participates in an eligible IM or enhanced IM measure. Staff must check the record of both the principal and payment nominee thoroughly before ending NIM.

If in doubt, staff must seek assistance through the normal escalation process for their site as NIM cannot be reinstated if an error is made.

To check the record, go to the Benefit status line (BSt) to check if the payment nominee participates in the IM or enhanced IM program.

• If INM displays, the payment nominee is on IM
• The customer must remain on NIM
• Procedure ends here
• If EIM displays, the payment nominee is on enhanced IM
• The customer must remain on NIM
• Procedure ends here
• If neither INM or EIM displays because:
• the payment nominee no longer participates in an eligible IM or enhanced IM measure, go to Step 2
• the customer has a new payment nominee who does not participate in an eligible IM or enhanced IM measure, go to Step 3

Confirm the payment nominee is not welfare quarantined under an eligible IM or enhanced IM measure which would qualify the customer for NIM. For more information see Nominee Income Management and enhanced Income Management.

Payment nominee no longer on an eligible IM or enhanced IM measure, therefore, the customer is no longer eligible for NIM:

• Go to the Payment Destination Summary (PAS) screen to confirm the customer's payment destination. Check the 'GPY' payment destination matches the customer's most recent payment type. To update payment destination, select 'GPY' to go to the Payment Destination Details (PAD) screen where details can be updated. For more information see Changing Payment Destination
• End NIM via the nominee IM Assessment workflow, using Reason ‘M2E’ (Moved to enhanced IM)
• The disbursements workflow will automatically present. Proceed through this workflow, selecting ‘customer is not likely to become eligible again within 60 days’
• If the customer's current IM account balance will not meet existing regular expenses, end the expenses on the Expense Management Summary Screen
• Record details of decision and action taken on a DOC on the customer's record
• Welfare Quarantining Program team use the IMPACT team mailbox to send referral to National Business Gateway for immediate issuing of the following Online Advice (OLA) letters:
• Q794 - Income Management end letter to payment nominee
• Q793 - Income Management end letter to customer
• NBG Staff to refer to Table 6 - to issue the required letters
• Finalise the MFU and, if necessary, manually tick off the Work Item

Procedure ends here.

When the customer appoints a new payment nominee, it is important action is taken as soon as possible to ensure the previous payment nominee does not have access to the customer's income managed funds.

• If the BasicsCard was issued in the name of the payment nominee, the BasicsCard is to be closed immediately. See BasicsCard close an account for further information. Any remaining funds will be returned to the customer's IM account
• Go to the Payment Destination Summary (PAS) screen to confirm the payment destination. Check the 'GPY' payment destination is that of the new nominee. To update, select 'GPY' to go to the Payment Destination Details (PAD) screen where details can be updated
• End NIM via the nominee IM Assessment workflow, using Reason ‘M2E’ (Moved to enhanced IM)
• The disbursements workflow will automatically present. Proceed through this workflow, selecting customer is not likely to become eligible again within 60 days
• If the customer's current IM account balance will not meet existing regular expenses, end the expenses on the Expense Management Summary Screen
• Record details of decision and action taken on a DOC on the customer's record
• Welfare Quarantining Program team use the IMPACT team mailbox to send referral to National Business Gateway for immediate issuing of the following Online Advice (OLA) letters:
• Q794 - Income Management end letter to payment nominee
• Q793 - Income Management end letter to customer
• NBG Staff to refer to Table 6 to issue the required letters
• Finalise the MFU and, if necessary, manually tick off the Work Item

Procedure ends here.

If the MFU is a:

• I103Q1, go to Step 2
• I104Q1, go to Step 3
• I105Q1, go to Step 4
• I107Q1, go to Step 5
• I108Q1, go to Step 6

This MFU will present to the appropriately skill tagged staff in Workload Management and is created when a NIM customer's payment nominee has been granted an exemption or exclusion from IM.

Action Required

• Go to the Payment Destination Summary (PAS) screen to confirm the payment destination. Check the 'GPY' payment destination matches the customer's most recent payment type. To update payment destination, select 'GPY' to go to the Payment Destination Details (PAD) screen where details can be updated. For more information see Changing payment destination
• End Income Management via the nominee IM Assessment workflow, using Reason:
• ‘M2E’ (Moved to enhanced IM) if the customer is on NIM, or
• ‘NEL’ (No Longer Eligible) if the customer is on another measure of IM in their own right with NIM in the background
• The disbursements workflow will automatically present. Proceed through this workflow, selecting customer is not likely to become eligible again within 60 days
• If the customer's current IM account balance will not meet existing regular expenses, end the expenses on the Expense Management Summary Screen
• Record details of decision and action taken on a DOC on the customer's record
• Welfare Quarantining Program team use the IMPACT team mailbox to send referral to National Business Gateway for immediate issuing of the following Online Advice (OLA) letters:
• Q794 - Income Management end letter to payment nominee
• Q793 - Income Management end letter to customer
• Add a Fast Note using Income Management > Update > Nominee IM letter required
• Finalise the MFU, and if necessary manually tick off the Work Item

NBG Staff to refer to Table 6 to issue the required letters.

Procedure ends here.

This MFU will present to the appropriately skill tagged staff in Workload Management and is created when a NIM customer's payment nominee relationship has ended.

Action Required

• If the BasicsCard was issued in the name of the payment nominee, close the BasicsCard immediately. See BasicsCard close an account for further information. Any remaining funds will be returned to the customer's IM account
• Before ending NIM, go to the Payment Destination Summary (PAS) screen to confirm the payment destination. Check the 'GPY' payment destination matches the customer's most recent payment type and is not being directed to the former payment nominee. To update payment destination, select 'GPY' to go to the Payment Destination Details (PAD) screen where details can be updated. For more information see Changing payment destination

Note: where a customer is not currently receiving a payment or their bank account details are not available, NIM should not be ended. Place the MFU on hold and immediately refer the CRN to an IMCO by email who will contact the customer to obtain the required information. If the IMCO has been unable to obtain the required information, refer the CRN to the Income Management Helpdesk for assistance.

• End Income Management via the nominee IM Assessment workflow, using Reason:
• ‘M2E’ (Moved to enhanced IM) if the customer is on NIM, or
• ‘NEL’ (No Longer Eligible) if the customer is on another measure of IM in their own right with NIM in the background
• The disbursements workflow will automatically present. Proceed through the workflow, selecting customer is not likely to become eligible again within 60 days
• If the customer's current IM account balance will not meet existing regular expenses, end the expenses on the Expense Management Summary Screen
• Record details of decision and action taken on a DOC on the customer's record
• Welfare Quarantining Program team use the IMPACT team mailbox to send referral to National Business Gateway for immediate issuing of the following Online Advice (OLA) letter:
• Q793 - Income Management end letter to customer (Q793 letter not required if customer remains on IM in their own right)
• Add a Fast Note using Income Management > Update > Nominee IM letter required
• Finalise the MFU, and if necessary manually tick off the Work Item

NBG Staff to refer to Table 6 to issue the required letters.

Procedure ends here.

This MFU will present to the appropriately skill tagged staff in Workload Management and is created when a customer's NIM measure is different to their payment nominee's measure.

Action Required

• Update the customer's NIM measure via the nominee IM Assessment workflow
• Welfare Quarantining Program team use the IMPACT team mailbox to send referral to National Business Gateway for immediate issuing of the following Online Advice (OLA) letter only where there has been a change in the IM percentage (for example, payment nominee moved from the Child Protection to Long Term Welfare Payment Recipient measure):
• Q797 - Income Management change letter to payment nominee
• Add a Fast Note using Income Management > Update > Nominee IM letter required
• Record details of decision and action taken on a DOC on the customer's record
• Finalise the MFU and, if necessary, manually tick off the Work Item

NBG Staff to refer to Table 6 to issue the required letters.

Procedure ends here.

This MFU will present to the appropriately skill tagged staff in Workload Management and is created when a customer's NIM status is different to their payment nominee's IM status. For example, auto or manual IM.

Action Required

• Update the customer's NIM status via the nominee IM Assessment workflow
• Record details of decision and action taken on a DOC on the customer's record
• Finalise the MFU and, if necessary, manually tick off the Work Item

Procedure ends here.

This MFU will present to the appropriately skill tagged staff in Workload Management and is created when a customer's NIM category is different to their payment nominee's IM category. For example, Disengaged Youth or Long Term Welfare Payment Recipient.

Action Required

• Update the customer's NIM category via the nominee IM Assessment workflow
• Record details of decision and action taken on a DOC on the customer's record
• Finalise the MFU, and if necessary manually tick off the Work Item

Procedure ends here.

NIM is still applied (in the background) where a principal is not in receipt of an income support payment.

If the principal has a payment granted or restored, their payments will be automatically income managed from the date of grant.

Is the customer no longer receiving a payment and has a BasicsCard and/or funds in their IM account?

• Yes, go to Step 2
• No, procedure ends here

• NIM will remain in place even when a customer is no longer in receipt of an income support payment
• If a customer no longer receives a payment but has an active BasicsCard and/or funds in their IM account, create the following reviews on the customer's record:
• 14 days from the date the customer's payment was cancelled. On maturity of this review, cancel any regular expenses
• 60 days from when the customer's payment was cancelled. On maturity of this review, close the BasicsCard to recall any funds to the IM account and issue any residual funds as a Restricted Direct Payment (RDP). If the balance of their IM account is $210 or more, this will need to be disbursed via regular RDPs

Note: RDPs are required as there is no functionality to issue Unrestricted Cash Payments (UCP) for NIM customers.

If the letter is a:

• Q793, go to Step 2
• Q794, go to Step 3
• Q797, go to Step 4

An Online Advice (OLA) is to be issued to the customer when their NIM has ended.

Obtain information for letter:

• payment nominee's name
• customer's name
• BasicsCard details (if active, current balance, whether in the name of the principal or payment nominee)
• if there is an active BasicsCard, the date when the BasicsCard can no longer be used (60 days after IM ends)
• current IM account balance
• when and how residual IM will be disbursed

Create letter:

• Create a Q793 in the customer's record
• In the Service Reason: field key 'INM'

Go to Step 5.

An Online Advice (OLA) is to be issued to the payment nominee when a customer's NIM has ended.

Do not create a Q794 letter if the payment nominee relationship has been ended.

Obtain information for letter:

• payment nominee's name
• customer's name
• BasicsCard details (if active, the current balance, whether in the name of the principal or payment nominee)
• if there is an active BasicsCard, the date when the BasicsCard can no longer be used (60 days after IM ends)
• current IM account balance
• when and how residual IM will be disbursed

Create letter:

• Create a Q794 in the payment nominee's record
• In the Service Reason: field key 'INM'

Go to Step 5.

An Online Advice (OLA) is to be issued to the payment nominee when there has been a change in the percentage of the customer's NIM.

Obtain information for letter:

• payment nominee's name
• customer's name
• IM percentage (in round figures, e.g. 50)
• details of any current regular IM expenses (payee, expense category, amount, frequency)

Create letter:

• Create a Q797 in the customer's record
• In the Service Reason: field key 'INM'
• Go to Step 5

• Complete all required fields in the letter by selecting each appropriate option
• Update User Profile to print a draft version of the letter via EMAILME for quality checking
• Provide draft to a quality checking officer for a quality assurance check
• When the letter has been quality assurance checked, finalise/cancel the letter
• See Creating an online advice (OLA) for help with finalising or cancelling letters

Finalise the Fast Note, and if necessary manually tick off the Work Item.

Procedure ends here.