Initial contact by a customer who is ill, injured or has a disability 008-01010000

Support is available for customers who are ill, injured, or have a disability through various programs, payments and services. The intent is to ensure people with disability receive the right support based on their circumstances and their ability to:

• be self-sufficient
• participate in the workforce
• engage in the community

Examples of programs and services include:

• The Disability Gateway - has information and services to help people with disability, their family, friends and carers, to find the support they need in Australia
• The National Disability Insurance Scheme - provides funding to eligible people with disability to gain more time with family and friends, greater independence, access to new skills, jobs, or volunteering in their community, and an improved quality of life
• The National Disability Abuse and Neglect Hotline - a free, independent and confidential service for reporting abuse and neglect of people with disability
• JobAccess - the national hub for workplace and employment information for people with disability, employers and service providers

In addition to the above, the Agency provides payments and services, which include:

• Youth Allowance or JobSeeker Payment - for people with a temporary or permanent reduced work capacity who are not eligible for Disability Support Pension (DSP)
• DSP – for people with a condition likely to persist for at least 2 years and who cannot work at least 15 hours a week within the next 2 years
• Youth Disability Supplement - an income supplement paid to young people with a disability for additional costs associated with disability. It is only paid with certain Income Support Payments
• Mobility Allowance - financial support for people with disability who are unable to use public transport without substantial assistance and who participate in approved activities
• Essential Medical Equipment Payment - covers the additional running costs of essential medical equipment or medically required heating/cooling being used by an eligible customer at the residence
• Carer Payment and/or Carer Allowance - payments available for people who provide ongoing care for someone in need

Customers who are ill, injured or have a disability may require assistance to access payments and services provided by the Agency. Customers can authorise an individual or an organisation to be their nominee. A nominee can make enquiries, receive correspondence, update information and make decisions or get payments for the customer.

There are flexible pathways to employment that can assist customers to increase their capacity to participate in suitable activities. Customers who can work or study might be referred to programs and services to support them in reaching their potential.

The customer's capacity to work is assessed during a Job Capacity Assessment (JCA) or Employment Services Assessment (ESAt) depending on the payment or service pathway.

In assessing work capacity, the following are considered:

• when they will be able to do any work or study
• the likely duration of the incapacity, for example whether temporary or permanent
• the nature of the medical condition that causes incapacity, and its impact on the customer's capacity to work

The Assessor will consider the customer's capacity for work when assessing the most suitable type of assistance to offer the customer, which may include recommendations about eligibility for Disability Support Pension. The Assessor will also determine and make referrals to an appropriate employment service provider.

Customers with a permanent medical condition who can work 15 or more hours but less than 30 hours per week, can receive payments and have modified mutual obligation requirements that reflects their partial capacity to work. This is usually:

• Youth Allowance (YA), or
• JobSeeker Payment (JSP)

Customer with a temporary incapacity (less than 2 years) may also have modified mutual obligations and continue to receive payments most suited to their circumstances and short term reduced work capacity. This is usually:

• JSP (Incapacitated) or
• YA (Incapacitated) may be appropriate payment depending on age and other criteria

If the customer is incapacitated for all work, ask them to supply a medical certificate with details of their medical conditions.

When identifying that a customer will be unable to work or study for more than 2 years, invite the customer to test their eligibility for DSP.

When a customer claims DSP or JSP/YA (with a partial capacity to work or temporary reduced work capacity), they are given information about:

• Working Credit
• Employment income nil rate period