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

A letter with the expected end date for the FHA payment, auto generates in the entitlement period following 1,370 days of payment.

This letter is viewable on the customer's record.

A letter auto generates when the FHA cancels. This letter:

• is viewable on the customer's record
• gives the customer the cancellation:
• date
• reason

The final review must be within 3 months of, but no less than 2 weeks from, the end of the payment.

The Farm Household Case Officer (FHCO) conducts the final review with the customer as a face-to-face meeting. This meeting can be completed by phone in the following circumstances:

• the FHCO has completed a face-to-face meeting with the customer in the fourth year of payment
• the customer or family member has significant health issues
• there are mobility issues for example a significant farm related injury
• due to a significant weather event for example flooding or bush fires prevents travel
• for an identified aggressive customer
• there is insufficient time to organise travel, logistics for travel cannot be managed within a 4-6 week lead time

Determine an appropriate date for the final review and use the appointment screen in Process Direct to book the appointment.

If the customer gives their consent, arrange an invitation for their Rural Financial Counsellor (RFC) to attend the review.

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

Immediately after the customer has completed their last review appointment make a booking for their final year review appointment. This gives the customer adequate notification that they must attend the appointment and allows them to prepare well ahead of time. If the allocated appointment time is not suitable, the customer can contact their FHCO and negotiate another time.

Tell customers that at the end of 1460 days they may need to report:

• to release the final amount of FHA
• on a reporting date that is after the Predicted End Date of 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 defaults 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

For customer's subscribed to Electronic Messaging, an appointment reminder will be sent the day before the appointment.

At the final year review appointment, the customer is given important information about the end of the FHA payment and the help and support that is available, including:

• The date payment is expected to finish. This may change depending on any change of circumstances the customer may have
• Details about the changes needed for debts that are being repaid via withholdings from the FHA payment. 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
• Providing details of the outstanding Activity Supplement vouchers
• Continuing to report earnings up to the cancellation date to reduce the risk of being overpaid
• Telling the customer, they can no longer use their Health Care Card when the FHA ceases, however they can test their eligibility for the Low Income Health Care Card (LIC). For more details, see Health Care Card (HCC)
• Discussing the history of the activities undertaken as part of their FIA. Focusing on the achievements made during the customer's time on FHA and encouraging them to follow through on their goals
• Assisting the customer to solidify their next steps, including identifying other services and information to assist the customer in improving their financial self-reliance
• Offering a referral to a:
• Financial Information Service Officer (FISO) for free information before making any decisions regarding retirement from farming
• Services Australia social worker if the customer experiencing nervousness or anxiety about what will happen after FHA stops
• Rural Financial Counselling Service (RFCS) to provide ongoing help as the customer continues to make changes 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 details 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.

When FHA payments cease the system automatically removes the Farm Household Case Officer (FHCO) as the employee responsible for cancellation using reason Already paid 4-years of FHA (O4Y)

Further actions for:

• FHCO, go to Step 2
• all other cancellation reasons, see Suspending, cancelling and restoring Farm Household Allowance (FHA)

When FHA payments cease the FHCO must cancel:

• the FIA case and complete outstanding activities
• all outstanding and future appointments