Fourth year exit pathway for Farm Household Allowance (FHA) customers 002-17032100

A letter will auto-trigger in the entitlement period after a customer has received payment for 1,370 days. The letter advises the date when payment of FHA is expected to end.

To view the letter on the customer's record.

See the Table 2.

This letter will auto-trigger when FHA is cancelled. The letter gives the customer the date the payment and reason why FHA was cancelled.

The letter can be viewed on the customer's record.

The final review is to be held in the last 3 months of payment, but no less than 2 weeks from the expected end of payment.

It is preferred that the final review is a face-to-face meeting. However, it can be conducted over the phone when the Farm Household Contact Officer (FHCO) has conducted the face-to-face meeting within the third year of payment.

Some of the other reasons why it may not be possible to hold a face-to-face meeting include:

• Significant health issues - self/family member
• Mobility issues for example significant farm related injury
• Dramatic weather event for example flooding or bush fires
• Identified aggressive customer
• Insufficient time to organise/travel - logistics for travel can be managed within a 4-6 week lead time

Determine when the final review should be undertaken and make an appointment with the customer using the appointment screen in Process Direct.

Ask the customer if they want their Rural Financial Counsellor (RFC) to attend the review and if so arrange an invitation.

To book the Final year review appointment, go to Step 2.

Book final year review appointments immediately following the previous review. This ensures that the customer is notified of the requirement to attend well ahead of time. If the allocated appointment time is not suitable, the customer can contact their FHCO and negotiate another time.

Tell customers they may be required to report one last time to release the final amount of FHA up to the 1,460 day mark. This reporting date may be after the Entitlement Period End Date (EPED) of payment for FHA.

To book the Final Year Review appointment, in Process Direct:

• Select the Appointments icon or go to the Appointments (APPT) screen
• Select Create New Appointment
• Appointment type - select FHA FHCO
• Appointment Channel - select relevant option
• Service Reason - Year 4 Exit Interview
• Select Appointment Duration - enter relevant duration
• Select Employee Assign - enter Logon
• If an Offsite appointment channel was selected, update the appointment location address
• Select Appointment Date
• Location will default to customers local Service Centre. Select preferred timeslot from list of available appointment times
  Note: Refresh can be selected if appointment times do not display
• Confirm information is correct
• Select Save

If the customer is subscribed to Electronic Messaging, an appointment reminder will be sent the day before the appointment.

Explain to the customer that payment of FHA is about to stop. The purpose of the final review is to provide them with information to help when this happens:

• Advise the date payment is expected to finish. Note: this may change depending on any change of circumstances the customer may have
• If a debt is being repaid via withholdings from the FHA payment this arrangement must be changed. Direct customers to the Money You Owe option online to pay the debt in full or set up a repayment arrangement or to call the Centrelink Debt phone line 1800 076 072
• Provide details of the outstanding Activity Supplement vouchers
• Advise the customer to continue reporting their earnings up to the cancellation date to reduce the risk of being overpaid
• Advise the customer they can test their eligibility for the Low Income Health Care Card (LIC). In general, on cancellation of FHA the customer must stop using the Health Care Card. For more information, see Health Care Card (HCC)
• Outline and discuss with the customer the history and achievements of the activities they have undertaken as part of their FIA. Focus on achievements made during the customer's time on FHA and encourage them to follow through on their goals
• Assist the customer to solidify their next steps, including identifying other services and information to assist the customer in improving their financial self-reliance
• If a customer is thinking about retiring from farming, offer a referral to a Financial Information Service Officer (FISO) to get free information before making any decisions
• If the customer expresses nervousness or anxiety about what will happen after FHA stops offer a referral to a Services Australia social worker
• Offer a referral to the Rural Financial Counselling Service (RFCS). After FHA stops, the RFCS is the primary point of influence for customers as they continue making change to improve their farm's financial viability.
  The RFCS helps eligible farmers with long term financial plans as well as negotiating loans, debt mediation and succession planning. Resources contains a link to the - National Emergency Management Agency - Rural Financial Counselling Service Program

After completing the year 4 exit review:

• Arrange referrals as agreed by the customer. Provide information about the services and support available
• Record the details of the review on a DOC using the FHCO FHA Exit Interview Fast Note
• Mark appointment as Complete
• Select the Appointments icon in Process Direct
• Select Edit appointment
• Select Complete
• Status of appointment now shows as Complete

Procedure ends here.

The system automatically:

• cancels the FIA case and completes outstanding activities
• cancels all outstanding and future appointments
• removes the FHCO as the employee responsible for cancellation reason Already paid 4-years of FHA (O4Y)

For all other cancellation reasons, see Suspending, cancelling and restoring Farm Household Allowance (FHA).