Assessing and coding claims for Assistance for Isolated Children (AIC) Scheme 010-03020040

Check the SY040 claim and record it on the system.

If the claim is incomplete, unsigned or more details are needed, staff must attempt to contact the applicant to obtain the details.

If the claim:

• cannot be processed, issue a Q760 AIC - Request for information - incomplete claim
• can be processed or there is no response from the Q760, go to Step 2

Was the claim received after 1 March of the year following study?

• Yes, and:
• there are vulnerable circumstances which may backdate the claim, determine the correct intent to claim date, then go to Step 3
• no vulnerable circumstances exist, the claim will automatically reject on the Assessment Results (AR) screen M01. Go to Step 3
• No, go to Step 3

A claim can still be accepted where it is lodged more than 13 weeks prior to qualification, or where extenuating circumstances contribute to lodgement exceeding 13 weeks.

Establish if the claim can be accepted as an Early claim.

Has the claim been submitted and accepted as an Early claim and it is prior to 1 October of the year before study?

• Yes:
• Index and assess the claim and then place the activity on hold until 1 October (which will allow pay rates and study dates for the following year to load into the system)
• Issue a Q999 to advise applicant of the reason for the delay in processing
• No, go to Step 4

To view the benefit status of the individual applicant in Customer First, select BP/CRM.

Check the benefit status line for the EIA service reason, including any that are no longer current.

Does the applicant have a previous EIA service reason on their benefit status?

• Yes, applicant has applied for AIC before. Ensure the applicant's details are correct, including:
• address
• contact details
• current circumstances
• see Table 3 > Step 1
• No, applicant has not applied for AIC before. See Table 3 > Step 1

In Customer First, in the following fields:

• Sys, key ISS to access the Small Benefit System (ISS)
• Nxt, key SVAIC to access AIC screens for an individual applicant
• Nxt, key SVORG to access AIC screens for an organisational applicant

Note: the student cannot be an applicant for AIC.

If the applicant is:

• a parent/guardian or another person (EIA), go to Step 2
• an organisation applying for the student (EIO), and the SY067 Assistance for Isolated Children (AIC) - Organisation Details form:
• has been provided, go to Step 4
• has not been provided, send a Q760 to the applicant requesting the document. Procedure ends here

Index the applicant. Go to the Name Search (IN) screen and use the following fields:

• Last name of person
• First name or Initial
• DOB
• Service reason, use EIA (AIC person applicant)
• Activity type, use ADD
• Source, use SY040
• DOR, date the SY040 was received

Has a record for the applicant been located?

• Yes:
• On the Person Details (PED) code, confirm field: Y
• Select Continue and go to Step 3
• No:
• No existing record is located. See Searching for a customer on the system
• Go to Step 3

Update the applicant's (and partner's) details by selecting the relevant options from the Customer Details Task Selector (CDTS) screen.

This may include:

• Customer Details
• Customer Contact Details
• Address
• Accommodation
• Relationship Status
• Tax File Number (TFN)
• Office Codes
• RES Task Selector (Record relevant residency details)

Go to the Electronic Messaging and online letters workflow in Customer First to update/accept Pre SMS Messaging if they have provided permission.

Go to the Assessment Results (AR) screen and finalise the activity.

Record details on a DOC. Use Fast Note - select Auto text, use Students, ABSTUDY & Apprentices > AIC > AIC applicant created.

See Table 3 > Step 1.

To search for the organisation applicant record in Customer First:

• Sys, key ISS to access the Small Benefit System (ISS)
• Nxt, key SVORG to access ORG screens
• go to the Organisation Name Search (ON) screen to search for the organisation

Is the organisation listed on the ON screen?

• Yes:
• Select swap to the B environment, continue past the ORD screen
• Go to the ON screen
• Select the organisation again, and complete the following fields:
  - Act, key ADD
  - Source, key SY040
  - DOR, key the date the SY040 was received
  - Service Reason, key EIO (AIC organisation applicant). Go to Step 6
• No. If no organisation is located, contact a Team Leader or Senior Support Officer to add the organisation. Go to Step 5

To create an organisation or CEP stakeholder:

• go to Organisation Main Menu (OMM) screen
• select Organisation Name (ON) Search. Complete the following fields:
• Org name, key the Organisation full name
• Act, key ADD
• Source, key SY040
• DOR, key the date the SY040 was received
• Svc Rsns, key AEP, CEPS Education payment
• AO, add organisation

The Team Leader or Senior Support Officer will tell the Service Officer once the organisation is created. Go to Step 6.

The Organisation Task Selector (OTS) screen workflow will open with the following fields selected:

• Organisation contact summary (OSCS)
• Organisation Service Bank Details (OSBS), organisation bank account details can be obtained using the Education or board provider bank details - ABSTUDY/Assistance for Isolated Children (SY116) form. See the Resources page for a link to the form available on the Services Australia website
• Organisation Address (ADS)

To update the organisational information:

• select continue, and
• update each screen as required

Note: the OC screen must be updated to continue.

Finalise the activity:

• go to the Assessment Results (AR) screen to finalise the activity
• create a Display on Access DOC. Use Fast Note - select Auto Text, use Students, ABSTUDY & Apprentices > AIC > AIC applicant created
  Note: make sure to check the Display On Access (DOA) box
• select Confirm and finalise the Fast Note, see Table 3 > Step 1

In Customer First, search for the student record.

Regardless of the student's address, the student and applicant must be in the same environment. If they are not in the same environment, see Inter-environment change of address (ICoA) transfer of a customer record.

Does the student already have an existing record?

• Yes, index the claim. Go to the Name Search (IN) screen and complete the following fields:
• ServRsn, key EIS (AIC student)
• Activity type, key NCL
• Source, key SY040
• DOR, key the date of receipt of SY040 > Continue
• Note: if the applicant has multiple claims for different years, complete this process in date order for each claim lodged. Go to Step 4
• No, add the customer to the system. Once completed, go to Step 2

Go to the AIC Task Selector (EITS). Select any screens that need updates based on the student's circumstances. This may include:

• claim details
• education details
• isolated details
• living arrangements
• payment instructions
• RES Task Selector (record relevant residency/immigration details)

From the Customer Details Task Selector (CDTS) screen, update the Office Code (OC) to region code LPT.

In the Nxt field, key OCL to go to the Other Customer Links (OCL) screen. Complete the following fields:

• Link type, EIC Student to applicant
• From SVC Rsn, EIS AIC student
• To EIA, AIC applicant or EIO, if linking to an organisation
• Start Date, the later of:
• 1 January of the earliest year, where the AIC is for multiple years
• 1 January of the current year
• the date the child came into the applicant's care, or
• the date of receipt of the claim, if the claim is for a future year
• Select, key I to insert

Select Continue.

For an Organisation: on the LO screen:

• search for the organisation again, and select the correct CRN
• on the LC screen, confirm selection field: Y

For an Individual applicant: on the Link Person screen:

• code the applicant details, select continue
• select the correct applicant record, select continue, and
• on the LC screen, confirm selection field: Y

After linking the applicant and student, go to the EIC Claim Details (EICD) screen.

The Event Date will default to the Link start date established in Step 3.

Record the appropriate Relationship to Student (key ? in this field and enter for options). This may default to Organisation where the Link Type is EIO.

The AIC claim will reject if the applicant does not have primary care of the student. Do not update the student's address to reflect that of the unapproved applicant.

Does the applicant have primary care of the student?

• Yes, select the appropriate relationship to student code. Go to Step 6
• No, on the EICD screen select the appropriate code in the Non-approval Reason field. Go to Table 4 > Step 3

Note: if the applicant is an organisation, respond to the Foster Care Allowance Paid field with a Y or N.

Proof of age is not needed if the applicant has previously received:

• Family Tax Benefit (FTB)
• Child Care Subsidy (CCS), or
• other family assistance for this student

Go to the applicant record:

• from the Child Selector (CHS) screen, 'S'elect the student
• go to the Change Child (CCH) screen

Note: if proof of age is available on the applicant's partner's Family Assistance record, this is sufficient evidence.

Has the applicant supplied sufficient proof of age with the AIC claim or can be verified through Family Assistance records?

• Yes, go to Step 7
• No, in the Proof of Age field, key No. The system will reject the claim PGE - Proof of Age not supplied. Go to Table 4 > Step 7

AIC students will be primary or secondary school age. There is provision, in certain circumstances, for students to attract payment from 3 and a half years up to 21 years of age.

Does the student meet the age requirements?

• Yes, and they are a:
• non-tertiary student, in the Proof of Age field, key Y. Go to Step 8
• non-tertiary student under 5 years old, in the Proof of Age field, key Y. Go to the EICD screen > Minimum Age Exemption field > key Y. Go to Step 8
• tertiary student, in the Proof of Age field key Y. Go to the EICD screen > Tertiary End Date field > key the student's entitlement end date. Go to Step 8
• No, the AIC claim will auto reject at the end of the assessment. Go to Table 4 > Step 7

Will the student claim or receive another Australian Government income support (for example, Youth Allowance) or a similar payment when they turn 16 years of age?

• Yes. In the Other Payment Claim field, key Y (Yes) to cancel AIC from the student's 16th birthday, go to Step 9
• No, or Not sure. In the Other Payment Claim field, key N (No), go to Step 9

Determine the Entitlement Start date for the AIC Scheme, before returning to this step.

Complete the following fields:

• Late lodgement concession field, key Y (Yes) to allow for backdating of payments (if claim is lodged after 31 March for the year of study being claimed)
• Manual assessment start date, if required, key the student's eligible start date. (Key ? in this field and enter for screen help)
  For example, a claim may be backdated to an earlier start date when a student could not commence living away from home due to unforeseen circumstances
• Reason for Manual ASD, only code this field where a Manual Assessment Start Date for any reason other than a partial Late Lodgement Concession has been coded. (Key ? in this field and enter for screen help)

See Table 4 > Step 1.

If a student is placed in substitute care through a State/ Territory welfare authority, this is State authorised care.

AIC is not payable for a student in:

• a custodial institution for the period of their committal. For example:
• prison
• remand centre
• training school, or
• psychiatric facility
• state authorised care and whose permanent accommodation is financed wholly or substantially by the State or Territory government

Students may be paid AIC in other State authorised care arrangements such as the care of a foster parent.

Is the student in lawful custody or wholly or substantially supported by the State/ Territory welfare authority?

• Yes. Go to the Living Arrangement Details (EILA) screen > Living Arrangement field > key LAW. Go to Step 8
• No, go to Step 2

Does the student meet the approved study requirements for AIC?

• Yes, go to Step 3
• No, do not update the Education Details Course (EDC) screen. Manually reject the claim. Go to Step 4

Go to the Education Course Details (EDC) screen and complete the following fields:

• Participation Status Event Date field, key 01/01 for year of study
• Participation Status, key Full Time (FTS) or Part Time (PTS), as appropriate
• Enrolment verification, key the appropriate code
• Course Level, key as actual level
• Inst Course Start Date and Inst Course End Date, key the start date for Term 1 and the end date of Term 4 for the individual states, see National Course Approvals - Semester and Term Dates. Use the relevant state/territory 'Sem 2/Term 4' end date, not the 'Last Day' specified for years 10, 11 or 12
• Institution, key the Education Provider code, see National Course Approvals sub-site
• Student Start Date and Student End Date, key the entitlement start and end dates for the student. For example, 01/04 if commenced within 14 days of the Term 2 start date. See Determining the Entitlement Start date for the Assistance for Isolated Children (AIC) Scheme and Determining the Entitlement End date for the Assistance for Isolated Children (AIC) Scheme
• Mode of Study, if the student is studying via:
• Distance Education/home schooling, key DIS
• all other circumstances, key INT
• Comment, key the exact name of the course or course level
• For coding for students attending Homeland Learning Centres (HLC) in the Northern Territory, see Table 3 > Step 2 in Eligibility for Assistance for Isolated Children (AIC) Scheme Distance Education Allowance (DED)

If the claim is being finalised after bulk EOY reviews have been issued (between October and December) in the current year of study and the next year education details are:

• available in the claim, code the EDCH screen as outlined above, with the current and following year study details. Go to Step 4
• not available in the claim, attempt to call the applicant to obtain the details. If contact is:
• successful and the next year study details are confirmed, code the EDCH screen with the current and following year study details. Go to Step 4
• not successful, after completing the current year claim, issue a manual EOY review to the applicant. See Centrelink letter templates - Students and trainees for the manual letter template. See Table 5 for instructions on how to create and save this letter. Go to Step 4

Determining the correct living arrangement can be difficult in some situations. For instances already determined, go to the Unique study and living arrangement table on the Resources page. In private board or second home situations, see the Resources page of Eligibility for Assistance for Isolated Children (AIC) Scheme Boarding Allowance (BA/ABA).

On the EILA screen, update the following fields and other fields (depending on the living arrangement), as required:

• Living Arrangement:
• Living Arrangement Start Date: the date the change in living arrangements commenced or occurred from. (Key ? in this field and enter for screen help)
• End Date:

If the student is:

• studying by distance education, check eligibility for Distance Education Allowance (DED). In the Living Arrangement field, key:
• DEH if living in the principal family home, or
• DEO if living in a second family home, an alternative education site or studying via a Homeland Learning Centre. If HLC, see Table 3 > Step 2 in Eligibility for Assistance for Isolated Children (AIC) Scheme Distance Education Allowance (DED) for additional coding details
• boarding away from home, check eligibility for Boarding Allowance (BA/ABA). If boarding costs are unknown or require confirmation, in the Annual Boarding Fees field, key $1.00
• private boarding, complete the following fields:
• Living Arrangement, key PRI
• Board Provider Relationship, key OTH, PAR, or REL
• Annual Boarding Fees, key the boarding fees
• Short term boarder, key N
• boarding at a school, complete the following fields:
• Living Arrangement, key SCH
• Annual Boarding Fees, key the boarding fees
• Nights Boarding per week, key the nights per week
• Short term boarder, key N
• boarding in a hostel, complete the following fields:
• Living Arrangement, key HOS
• Annual Boarding Fees, key the boarding fees
• Short term boarder, key N
• boarding short term, complete the following fields:
• Living Arrangement, key HOS
• Living Arrangement Start Date and End Date, key period of the short term boarding
• Annual Boarding Fees, key the boarding fees
• Short term boarder, key Y
• ST Boarder Date of Receipt: Date of Receipt of Claim
• ST boarder Late Lodge Conc: Y or N
• For additional short term boarding periods advised in the SY040, create a new EILA page by:
• typing the next Start and End date fields over the existing dates, and
• Action: I
• For more information see Completing and assessing the Assistance for Isolated Children (AIC) Application for Short Term Boarding Allowance (SY068)
• living in a second family home, check eligibility for Second Home Allowance (SHA):
• Living Arrangement, key SHA
• No of SHA Siblings, key the number of other students in the family living in the second home. Note: if keying a claim for the 3rd student to enter the second family home, the correct number to key is 2. Due to system limitation, if 3 is coded, the claim will reject
• SH Non-approval Reason, key appropriate outcome if not eligible for second home allowance
• studying by distance education, boarding away from home or living in a second family home but receives Disability Support Pension or Parenting Payment Single, check eligibility for AIC Scheme Pensioner Education Supplement (PES). If eligible, update the Living Arrangement Details (EILA) screen
• receiving AIC Pensioner Education Supplement (PES), contact and refer claim to the Senior Service Officer of LPT
• none of the above. In the Living Arrangement field, key NOP to auto reject the claim at the AR screen

Is the student studying via home schooling?

• Yes, go to Step 5
• No, go to Step 6

When a student is approved for home schooling, create a manual review to ensure the home schooling registration is checked before it ceases due to age or the end of the registration period.

If the student’s registration will cease due to:

• maximum age rules before the end of the academic year, in Customer First, create a manual review on the Review Registration (RVR) screen and complete the fields as follows:
• Service Reason: EIS
• Review Reason: REV (Manual Review)
• Due Date: 28 days before end of the registration
• Source: INT
• Date of Receipt: today's date
• Notes: ‘Maximum age for homeschooling in {insert state or territory} is {insert age}, registration expected to end {insert date}, see OB 010-03040020 for action required’
• Keywords: AICAGE
• Workgroup: leave blank
• Position: leave blank
• Transfer To Region: LPT
• The review will mature on the Due Date coded in the RVR activity. Workload Management will allocate the review for manual action. When activity falls due, see Eligibility for Assistance for Isolated Children (AIC) Scheme Distance Education Allowance (DED)
• the registration period ending, in Customer First, create a manual review on the Review Registration (RVR) screen and complete the fields as follows:
• Service Reason: EIS
• Review Reason: REV (Manual Review)
• Due Date: 12 weeks before end of the registration
• Source: INT
• Date of Receipt: today's date
• Notes: ‘Home schooling registration will cease on {insert date}, see OB 010-03040020 for action required’
• Keywords: REVAIC
• Workgroup: leave blank
• Position: leave blank
• Transfer To Region: LPT
• The review will mature on the Due Date coded in the RVR activity. Workload Management will allocate the review for manual action. When activity falls due, see Eligibility for Assistance for Isolated Children (AIC) Scheme Distance Education Allowance (DED)

Go to Step 6.

An applicant is eligible for AIC if they meet the isolation conditions.

Complete coding instructions in Isolation Conditions for Assistance for Isolated Children. For coding details for students attending Homeland Learning Centres in the Northern Territory, see Table 3 > Step 2 in Eligibility for Assistance for Isolated Children (AIC) Scheme Distance Education Allowance (DED).

If the student:

• meets the isolation conditions, go to Step 7
• does not meet the isolation conditions, the claim will either auto reject or need to be manually rejected. Go to Step 8

The Parental Means Test and the level of the student's actual boarding costs determines ABA eligibility. The applicant and their partner (where applicable) both need to complete the relevant questions for ABA.

Note: the system will not pay ABA if eligibility criteria is not met. BA will pay if eligible. Record in a DOC.

Is the applicant applying for ABA and all information is provided in the AIC SY040 claim?

• Yes, see Applying the Parental Income Test (PIT) for Assistance for Isolated Children (AIC) Scheme. Go to Step 8
• No, go to Step 8

AIC Residence requirements for both the applicant and student, will be automatically assessed when coded.

If residence information is incomplete, activate the datalink with the Department of Home Affairs to obtain the necessary information.

Note: if the system is not coded correctly, it will override other rejection reasons with a residency related one.

Go to Step 9.

Is the claim being granted?

• Yes, record payment destination on the Payment Instructions (PIPI) screen. See Payments to third parties and institutions for Assistance for Isolated Children (AIC), go to Step 10
• No, and the claim:
• is automatically rejecting, go to Step 10
• needs to be manually rejected as not all information has been provided, go to Step 11

Go to the Assessment Results (AR) screen and finalise the activity.

If the claim:

• is being granted:
• use Fast Note - select Auto text, use Students, ABSTUDY & Apprentices > AIC > AIC Claim Granted
• at a pro-rata rate, see Table 2 > Step 7 in Eligibility for Assistance for Isolated Children (AIC) Scheme Distance Education Allowance (DED), for coding details for granting an AIC pro-rata rate
• ensure the DOC includes the relevant policy references
• go to Step 12
• is not being granted, reject the claim:
• use Fast Note - select Auto text, use Students, ABSTUDY & Apprentices > AIC > AIC Claim Rejected
• ensure the DOC includes the relevant policy references
• if the claim was not rejected due to non-primary care of the student, go to Step 11
• if the claim was rejected due to non-primary care of the student, unlink the non-approved applicant from the LS screen. Create a Q999 AIC Rejection applicant not primary carer (NPC) letter on the non-approved applicants record. Go to Step 11

To manually reject the claim, go to the Benefit Action (BA) screen:

• Next: field, code BA and press [Enter]
• Service Reason: field, code benefit type 'EIC'
• Action: field, code 'REJ'
• Reason: field, 'S'elect an appropriate rejection code (check cancellation, suspension and rejection reason codes)
• Effect date: field, will auto populate with the date of commencement

Finalise the claim:

• Assessment Results (AR) > ASC field > key Y to suppress the BLA letter
• Assessment Consequences (ASC) > Letters Action field > key INH
• Generate the appropriate letter for the applicant's circumstances:
• Q760 AIC - Request for information - incomplete claim
• Q679 AIC - Rejection - see the Resources page for letter options
• Q999 AIC Rejection - Applicant does not have primary care. Issue from applicant record if determined the applicant does not have primary care of the student
• record all details in a DOC
• use Fast Note - select Auto text, use Students, ABSTUDY & Apprentices > AIC > AIC Claim Rejected
• ensure the DOC includes the relevant policy references

Procedure ends here.

Is the claim being granted after the second Saturday in October for the current calendar year?

• Yes, go to Step 13
• No, go to Step 14

As the claim has been processed after the second Saturday in October for the current calendar year, the End of Year (EOY) review form will not automatically issue.

Contact the applicant.

Was contact with the applicant successful?

• Yes, undertake the EOY review verbally, see Receiving and assessing Assistance for Isolated Children (AIC) End of Year (EOY) review forms. Go to Step 14
• No, generate a manual EOY review form for the appropriate year/s and send to the applicant. For instructions on how to create a manual EOY letter, see Table 5

If the applicant has multiple claims for different years, contact the applicant to advise of the outcome for each year claimed.

If unable to contact the applicant check if a manual grant letter needs to be issued, see Table 6.

Procedure ends here.

Go to Centrelink letter templates - Students and trainees:

• Locate AIC EOY Manual Letter
• Right click on the template
• Select Save As
• Save the template to the Desktop

Open the template from the Desktop and complete the following fields:

• Customer Reference Number (students CRN)
• Approved applicants name and address
• First name of applicant
• Staff details: Manager, AIC Processing Team
• Use the find and replace function (Ctrl+F) to replace XXXXXX with the students first name

The following paragraphs must be included:

• Applicant details
• Address details
• Study details
• Commencement date of study
• Other allowances

• Delete the arrangements text that do not apply to the student. For example, if the student was studying via Distance Education (DED):
• keep the DED text paragraph, and
• delete all paragraphs for BBA / ABA / Second home
• Delete all red sub headings

• Isolation Conditions (heading and appropriate text) is only required when Special Needs SPH/SPF and SPR apply. These paragraphs are not required for Permanent conditions SPT. Delete if not applicable
• Deemed Isolation (heading and appropriate text) is only required when the student has been approved under deemed isolation provisions. Delete if not applicable

• Account details
• Email address
• Your statement
• How to return the questionnaire
• Review of decision paragraph
• Privacy statement
• Complaints directions

• Print and review the letter
• Request a peer review
• Save the document to the Desktop as a PDF

Go into the students record:

• Select Document Tools from the Customer First menu
• Select Upload Document
• Date of Receipt field: enter the EOY form completion date
• Form Type field: select UNS010
• Hand Off For Further Action field: select No
• Select Browse
• Select the document from your desktop
• Select Open
• Select Upload
• Once the document is uploaded to the customer record, delete the Desktop copy

Repeat this process for each child.

See Table 6.

Attempt to locate AIC grant letter on the HS screen and/or Archiving and Culling Engine (ACE).

Is the grant letter available for all the appropriate year/s?

• Yes, no further action is required. Procedure ends here
• No, go to Step 2

Go to Centrelink letters for Students and trainees:

• Locate the appropriate template
• AIC Boarding Allowance Grant
• AIC Second Home Allowance Grant
• AIC Distance Education Allowance Grant
• Generate the appropriate letter. See Creating a Q999 or Q888 letter

DOC or annotate the record advising a Q999 Grant letter had been issued.

Procedure ends here.