Cancellation and Period of Grace for Mobility Allowance (MOB) 008-05070030

To access MOB screens in Customer First/Customer Record:

• Key 'SVMOB' in the Next field
• Select 'ISS' from the System dropdown menu
• Press [Enter]

See Change of circumstances for Mobility Allowance (MOB) customers.

Staff must access Process Direct to view these details.

When the customer:

• has a change of circumstances that involves a change in their gainful employment, voluntary work, training, or a combination of these, or job search activities (for example, a change in the hours they work or train, or they stop job search activities):
• select Customer Summary from the Process Direct landing page
• key the customer's Customer Reference Number (CRN), select Go
• in the customer's record select > > Participation Summary > Job seeker registration & provider information > Job Plan > Activity type/Non-applied exemptions
• go to Step 8
• has stopped participating in Disability Employment Services (DES) - Disability Management Service:
• select > > Participation Summary > Activity type/Non-applied exemptions > Referral Summary
• see Table 2 > Step 2
• is in receipt of JobSeeker Payment (JSP) or Youth Allowance (YA) (job seeker) and they get an exemption from their mutual obligation requirements:
• select > > Participation Summary > Job seeker registration & provider information > Activity type/Non-applied exemptions
• see Table 3 > Step 2
• has a change in circumstances that is not due to a change in their employment, voluntary work, training, job search activities or mutual obligation requirements status, go to Step 3
• where the customer voluntarily asks to have their payment cancelled, go to Step 12

Has the customer died?

• Yes, go to Step 10
• No, go to Step 4

Is the customer going overseas?

• Yes, decide eligibility for MOB for a customer going overseas. Procedure ends here
• No, go to Step 5

Is the customer in prison or psychiatric confinement?

• Yes, cancel MOB. Code the cancellation details on the Benefit Action (BA) screen:
• Cancellation code: - key 'IMP'
• Date of Event: - the date the customer entered prison or psychiatric confinement
• finalise the cancellation activity through the Assessment Results (AR) screen. There is no POG
• record the details on a DOC
• cancellation letter is auto issued
• procedure ends here
• No, go to Step 6

Is the customer a participant with the NDIS?

• Yes, go to Step 11
• No, go to Step 7

Has the customer:

• started using public transport without substantial help, or
• been provided with a 'gift' car from Department of Veterans' Affairs (DVA), through the DVA Vehicle Assistance Scheme or Motor Vehicle Compensation Scheme or
• stopped travelling to undertake employment (voluntary or gainful) or study?
• Yes, see Table 3 > Step 1
• No, no change in the customer's circumstance so payment to continue, Procedure ends here

Customers who are not required to report, due to hours worked, employment income precluding an income support payment, or receiving Disability Support Pension (Blind) (DSB), may still be eligible for MOB if working at least 15 hours per week.

To continue receiving MOB, details of the hours worked must be coded on the Employment/Training Details (ETD) screen. See Rates for Mobility Allowance (MOB).

If the customer stops being eligible for the higher rate of MOB due to one of the following changes, a POG starts after recording the change in circumstances:

• stops working 15 hours or more per (single) week at or above the relevant minimum wage, or
• reduces their job seeking activities to less than 15 hours per (single) week for work at or above the relevant minimum wage, or
• stops registration with an employment services provider

Once the POG ends, the system automatically decides if the customer is entitled to the standard rate, and if they are, they will start to get the standard rate.

In some situations, customers must provide verification of changes. However, if MOB is going to cancel because the customer no longer participates in one of the following activities, verification may not be needed:

• working
• training, or
• participating in voluntary work for at least 32 hours every 4 week period, and
• have not indicated they intend to supplement their hours with another working or training activity

Is there a reason to request verification?

• Yes, see Table 2 > Step 1
• No, go to Step 9

In Customer First code the following:

• Key 'ETS' in the Nxt field
• 'S'elect the line that has changed for employment or training and press [Enter]
• on the Employment/Training Details (ETD) screen:
• Event date field: - key the date the change occurred
• Details Verified: - key Y (even though verification has not been received)
• if gainful employment/voluntary work/training hours have reduced below 32 hours per 4 weeks but are still continuing, update the Hrs:Min field with the new number of hours per 4 week period.
  If the customer's gainful employment/voluntary work/training/job search activity has stopped, zero off the hours in the Hrs:Min field
• press [Enter]
• update employment details including changes to income and hours on the Employment Income Summary (EANS) screen
• finalise the activity through the Assessment Results (AR) screen
• record the details on a DOC

Procedure ends here.

Confirm and action death. See Confirmation of the death of an adult or child for processing details.

The payment cancels and the POG starts.

Status changes from CUR (Current) to POG (period of grace). The POG will be for a duration of 2 weeks.

Procedure ends here.

Is the customer a participant with NDIS?

• Yes, MOB should already be cancelled with a status of HCC/CUR:
• If the customer advises they are a participant with NDIS and is still receiving MOB, create a Fast Note for the Mobility Allowance National Team (AMW) to follow up. Use Fast Note - select Auto text, use Disabilities > Mobility Allowance > Mobility Allowance Customer Call Required
• Document the start date and NDIS number (if known)
• Select Confirm
• Do not manually cancel MOB
• No, no more action required

Procedure ends here.

The Level 2 Policy Helpdesk must process voluntary MOB cancellations. Refer the case to the Helpdesk through the Level 2 Policy Helpdesk webform.

Tell the customer:

• the cancellation of their MOB will occur from the date of their request
• if they have a MOB Health Care Card (HCC) this will also be cancelled
• the payment cannot be restored. If they wish to receive MOB in the future, they will need to lodge a new claim

• Key 'ETS' in the Nxt field
• 'S'elect the line that has changed for employment or training
• press [Enter]
• complete the following fields (use field help ?):
• Type
• Employer/Trainer Name
• Address
• Phone
• Suburb/Town
• Postcode
• Event Date
• Details Verified?, key as N or leave blank - the system issues to the customer a:
• Mobility Allowance (Verification of Work - including voluntary work) (MA005(E)), if employed, or
• Mobility Allowance (Verification of training) (MA005 (T)), if training
• See the Resources page for a link
• Hrs:Min: - key new hours, or key 0 if zero hours
• Expected End Date: - Keying this field will prompt the system to review the customer's circumstances once this date is reached. This field is optional for use if the customer:
• has a temporary employment contract, or
• is doing a training course with an end date
• check employment details are updated on Employment Income Summary (EANS) screen to accurately reflect changes in employment circumstance
• once verification is received, update Details Verified from N to Y

Does the customer still qualify for MOB?

• Yes, update relevant screens if required. Procedure ends here
• No, update relevant screens to trigger commencement of POG. Go to Step 3

A Department of Employment and Workplace Relations transaction automatically triggers the appropriate POG when the provider notifies the ending or suspension of the activity. An auto advice issues to advise the start of POG.

Procedure ends here.

Confirm customer is not undertaking another qualifying activity which is not coded and would entitle customer to continue receiving MOB:

• finalise the activity through the Assessments Results (AR) screen
• customer will start POG. Status will change from CUR (Current) to POG (period of grace). The POG will be for the duration of 12 weeks. An auto advice issues to the customer
• record the details on a DOC
• at the end of the POG, the customer will drop to the standard rate or payment will cancel

Code the MOCD screen as follows:

• Event date: - key the date the change occurred
• Inability to use Public Transport: - key N if the customer is able to use public transport without substantial assistance or if their condition is for less than 12 months
• Vehicle Assistance Received: - key Y if the customer has received a gift car from the Department of Veterans' Affairs (DVA)
• Failed Travel Test field: - key Y if customer is no longer required to travel to undertake employment (voluntary or gainful) or study
• press [Enter]
• finalise the activity through the Assessments Results (AR) screen
• the payment will cancel and the POG starts. Status changes from CUR (Current) to POG (period of grace). The POG is for a 2 week duration. An auto advice issues to the customer
• record the details on a DOC

Procedure ends here.

When a JobSeeker Payment (JSP) or Youth Allowance (YA) (job seeker) customer's exemption from their mutual obligation requirements is coded on the Activity and Exemption Summary (AEX) screen, a MOB/REA activity creates with the comment line: Update of Mobility Allowance Employment or Training details Exemption <reason> coded for <payment type>.

The activity cannot be cancelled.

Select the activity from the Activity List (AL) screen.

When the Mobility Allowance Task Selector (MOTS) screen shows with the Employment/Training Details (ETD) and AR screens preselected, check the following.

Is the customer receiving JSP or YA (job seeker) as their exemption ended and are now meeting their mutual obligation requirements?

• Yes, finalise the activity without any updates:
• check the outcome is correct, such as restoration
• auto advice has issued
• procedure ends here
• No, go to Step 4

If the customer is still exempt from mutual obligation requirements, complete the following fields:

• Type: - key JSP or YA
• Event Date: - key date the mutual obligation requirements exemption was granted
• Details Verified: - key Y
• Hrs:Min: - key 0:00
• POG: - key 2
• press [Enter]

Finalise the activity through the Assessments Results (AR) screen.

• the payment cancels and the POG starts. The status changes from CUR (Current) to POG (period of grace). The POG length is 2 weeks with a reason of 'RNS - Not satisfying the mutual obligation requirements'. An auto advice issues to the customer
• record the details on a DOC
• finalising the activity generates a POG cancellation review activity on the Future Activity List ( FAL) screen with a maturation date 15 days after the event date
• if the customer comes back onto JSP or YA (job seeker) with mutual obligation requirements in the POG, and it is coded on the ETD screen, the:
• benefit status is checked on maturity of the POG review
• review activity is auto cancelled on FAL, and
• status changes to CUR and a letter is auto issued
• if no activity is coded in the POG, the review activity matures. This results in the cancellation of MOB with the reason 'RNS - not satisfying the activity test'. A letter auto issues. The letter advises: 'Your Mobility Allowance has been stopped because you are no longer satisfying the mutual obligation requirements for (JSP/YA)'