Integrated care - Gathering additional information and evidence 277-03060040

Templates

Do not share these attachments externally. See Freedom of information - Information Publication Scheme.

$\\INTERNAL.DEPT.LOCAL\Shared\NAT\SERDELEXCEL\WORKPRODIMP\Operation Blueprint Migration\RDT Release Icons\32w\icon-hidden-attachment.png$ Incarcerated Customer Appointment Email Template

$\\INTERNAL.DEPT.LOCAL\Shared\NAT\SERDELEXCEL\WORKPRODIMP\Operation Blueprint Migration\RDT Release Icons\32w\icon-hidden-attachment.png$ ACSC Referral and Decision template - Consideration of Actual Care in Special Circumstances

Macros

Change in Care Details macro

Care contact letter

Care decision macro

Call Management macro

Contact details

Integrated Care Team

Calculator

Care calculator

Calendars

For more information on term dates and regional holidays relevant to individual states and territories, see External websites below.

These calendars may be issued to customers:

$\\INTERNAL.DEPT.LOCAL\Shared\NAT\SERDELEXCEL\WORKPRODIMP\Operation Blueprint Migration\RDT Release Icons\32w\icon-attachment.png$ 2025 shared care calendar

$\\INTERNAL.DEPT.LOCAL\Shared\NAT\SERDELEXCEL\WORKPRODIMP\Operation Blueprint Migration\RDT Release Icons\32w\icon-attachment.png$ 2024 shared care calendar

$\\INTERNAL.DEPT.LOCAL\Shared\NAT\SERDELEXCEL\WORKPRODIMP\Operation Blueprint Migration\RDT Release Icons\32w\icon-attachment.png$ 2023 shared care calendar

$\\INTERNAL.DEPT.LOCAL\Shared\NAT\SERDELEXCEL\WORKPRODIMP\Operation Blueprint Migration\RDT Release Icons\32w\icon-attachment.png$ 2022 shared care calendar

$\\INTERNAL.DEPT.LOCAL\Shared\NAT\SERDELEXCEL\WORKPRODIMP\Operation Blueprint Migration\RDT Release Icons\32w\icon-attachment.png$ 2021 shared care calendar

$\\INTERNAL.DEPT.LOCAL\Shared\NAT\SERDELEXCEL\WORKPRODIMP\Operation Blueprint Migration\RDT Release Icons\32w\icon-attachment.png$ 2020 shared care calendar

$\\INTERNAL.DEPT.LOCAL\Shared\NAT\SERDELEXCEL\WORKPRODIMP\Operation Blueprint Migration\RDT Release Icons\32w\icon-attachment.png$ 2019 shared care calendar

$\\INTERNAL.DEPT.LOCAL\Shared\NAT\SERDELEXCEL\WORKPRODIMP\Operation Blueprint Migration\RDT Release Icons\32w\icon-attachment.png$ 2018 shared care calendar

$\\INTERNAL.DEPT.LOCAL\Shared\NAT\SERDELEXCEL\WORKPRODIMP\Operation Blueprint Migration\RDT Release Icons\32w\icon-attachment.png$ 2017 shared care calendar

Scripts

Child - Change in Care Arrangements script

Letters (Centrelink)

Child Change in care arrangements:

Q805 - Agree Shared Care letter
Q806 - No third party response
Q807 - SSA Principal Carer Determination
Q808 - SSA Couple Principal Carer Determination
Q810 - Request care information
Q777 - Request Documents guided procedure (online claims)
Q888 - To advise customers of disputed care decision, or to request care information for customers in receipt of Child Care Subsidy (CCS) only
Q999 - Manual letter (used to request information not covered in script letters). Use a letter to request evidence from non-mutual customers. For example, customer not in receipt of any Centrelink payments/benefits and not a child support customer or to notify customers of a rejected care assessment. See the Resources page in Notification and assessment of shared care arrangements for Family Tax Benefit (FTB) for more information and approved content

Fast Notes (Centrelink)

Notification of additional child in care

Grant/Reject/Non Effective FTB NCL DOV

Change in Child Fast notes:

Decrease in care
Child left care
Shared care

Centrelink resources

Business Imperatives

Family Assistance Guide

Guide to Social Security Law

Guides to Social Policy Law

Key terms and definitions

Centrelink

Care percentage table

Care percentage table (CS)

Services Australia website

Payment and Service Finder

External websites

Services Australia

myGov

Online estimators (Centrelink and family assistance, child support and care percentage)

School Term dates

See the below websites to find upcoming dates for Australia's state and territory government school holidays.

NSW

NSW Government > Education > Schooling > Calendars

VIC

School term dates and holidays in Victoria | (www.vic.gov.au)

Department of Education South Australia > For parents and families > Term dates calendars

Department of Education WA > Learning and support > At school > Term dates

QLD

Queensland Government Education > About us > Calendar

Tas

Tasmanian Government - Department for Education, Children and Young People > Learning > Term dates and holidays

NT.GOV.AU > Education and learning > Primary and secondary students > School term and holiday dates in NT

ACT

ACT Government Education > Public School Life >Term dates and public holidays

Examples - gathering additional information

This table provides examples to assist with dealing with obtaining additional information.

Item

Example

Example 1

Nelly advises that Ron has been in care 100% of the time since 23 July 2021 as Trent (the other customer) has moved interstate. There is no care arrangement in place. Trent is contacted and agrees that Ron’s care has changed, but states that the care could not have changed on 23 July 2021 because that was Trent's birthday weekend and remembers caring for Ron for the entire weekend and returning Ron to Nelly’s house on Monday 26 July 2021. Trent also claims that plans have been made to take Ron overseas for 8 weeks during the 2021 Christmas holidays. Trent advises that during the care period expects to care for Ron for 56 nights (15%).

Nelly is contacted again to discuss Trent’s claims. During the conversation, Nelly recalls the birthday weekend and confirms the care changed on 26 July 2021. Nelly also agrees that Trent is taking Ron overseas for 8 weeks over Christmas to see family. Nelly also explains that during the initial contact, as the overseas trip was a one-off event and not a permanent change, this was not included in the original notification. In this event, care would be recorded as 100% care to Nelly from 23 July 2021.

Example 2

Kim advises that care for child Margot changed on 17 July 2021. Zeke (the other customer) advises that the care changed on 23 July 2021. Neither customer can provide evidence to support their claims and nor is one customer’s information more compelling than the other. The point of agreement is 23 July 2021 – the first day both customers agree that the care had changed.

Operational Information