Initial contact and identification of services for students and Australian Apprentices 010-01000000
Expand allThis document outlines how the Services Australia will assist customers who require assistance when they are studying or training.
Government intent
When a customer contacts Services Australia seeking help to study or train, they only need to present with knowledge of their circumstances.
The agency will assess the customer's circumstances so a package of products and services best suited to helping the customer study or train may be offered. Such services may include income support and referrals to specialists.
Initial contact
The initial contact may be made through a service centre, Smart Centre, an agent or representative of the agency.
The agency will ensure students and Australian Apprentices have access to payments and services that:
- are applicable to their needs
- will assist them in completing their study or training
- improves their access to the labour market
The agency also has a role in identifying young people at risk and initiating referrals to appropriate services and programmes designed to address their individual needs
Identifying the most beneficial payment
When a customer or third party initially contacts the agency seeking assistance, Service Officers are required to identify the most beneficial payment applicable to the customer's circumstances. See Identifying the most beneficial payment for students or Australian Apprentices in the Contents list.
Contents
Identifying the most beneficial payment for students or Australian Apprentices
Closing dates for lodgement of student and Australian Apprentice claims
First Contact Service Offer (FCSO) workflow
External Specialists/Services available to students and Australian Apprentices
Related links
Issuing appropriate modules and additional forms for students and Australian Apprentices
Unsupported under 16 year olds to be immediately referred to a Services Australia social worker
Initial contact with customers claiming under the Assistance for Isolated Children (AIC) Scheme
Initial contact with students or Australian Apprentices claiming Austudy
Claiming ABSTUDY Pensioner Education Supplement (PES) and Assistance for Isolated Children (AIC) PES
Initial contact with students or Australian Apprentices claiming Youth Allowance (YA)