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



For Assistance for Isolated Children (AIC) Scheme Smart Centre Processing staff only.

This document outlines how to assess and code a Claim for Assistance for Isolated Children (AIC) (SY040).

On this page:

Determining and assessing AIC claim eligibility

Indexing the applicant for AIC (SY040)

Indexing AIC SY040 on the student record

Assessing the claim for AIC (SY040)

Manual EOY letter instructions

Manual Grant letter

Determining and assessing AIC claim eligibility

Table 1

Step

Action

1

Claim for Assistance for Isolated Children (AIC) (SY040) received + Read more ...

Check the SY040 claim.

Check the applicant has completed the declaration on the SY040 and has:

  • ticked the digital declaration, or
  • printed and signed the form by hand, and
  • dated the declaration

If the claim is incomplete, unsigned or more details are needed, staff must make 2 genuine attempts to contact the applicant to obtain the details.

If the claim:

  • cannot be processed, issue a Q760 AIC - Request for information - incomplete claim. Record details on a DOC and include any requests for further information
  • can be processed or there is no response from the Q760, go to Step 2

2

Claim is submitted after 1 March of the year following study + Read more ...

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

3

Early claim lodgement + Read more ...

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

4

EIA service reason + Read more ...

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Check the benefit status line for the EIA service reason, including any that are no longer current.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:
  • No, applicant has not applied for AIC before. See Table 2 > Step 1

Indexing the applicant for AIC (SY040)

Table 2

Step

Action

1

Small Benefit System + Read more ...

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

2

Individual applicant + Read more ...

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?

3

Update personal details + Read more ...

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.

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

The AIC applicant created Fast Note must be generated on the applicant's record.

This Fast Note is a Display on Access (DOA) DOC. When using this Fast Note, the DOA DOC field automatically populates with 'OTH' and a 60 day expiration date.

Use Fast Note - select Auto text, use Students, ABSTUDY & Apprentices > AIC > AIC applicant created.

  • Select Confirm
  • Update the body of the text (if relevant)

See Table 3 > Step 1.

4

Add an organisation applicant + Read more ...

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

5

Team Leader or Senior Support Officer creates a new organisation + Read more ...

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.

6

Update organisation details and finalise + Read more ...

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

Indexing AIC SY040 on the student record

Table 3

Step

Action

1

Find student record + Read more ...

Complete a thorough search for the student's record.

If the required record is not located or is not a PER record:

Once the record has been found or created, go to Step 2.

2

Index the claim + Read more ...

All claims must be indexed in the student's record.

If the applicant has multiple claims for different years with different outcomes, for example Reject and Grant, complete this process in date order oldest to newest for each claim lodged.

To index the claim, go to the Name Search (IN) screen and complete the following fields:

  • Surname: student's surname
  • First Name or Initial: student's first name or initial
  • DOB: student's date of birth
  • ServRsn: EIS (AIC student)
  • Act: NCL
  • Srce: SY040
  • DOR: date of receipt of SY040

Select Continue.

Note: if an environment error occurs, see Inter-environment change of address (ICoA) transfer of a customer record.

3

Update student details + Read more ...

From the Customer Details Task Selector (CDTS), select any screens that need updates based on the student's circumstances. This may include:

  • Address (ADH)
  • Telephone (TDS)
  • Office Code (OC) to update the region code LPT
  • Customer Details (CPDS)
  • Other Contact Details (OCD)

Is the student living in a Second Home?

4

Second Home address + Read more ...

In the Nxt field, key ADH and:

  • select Address Type: Term/Semester, then select Continue
  • select Start Date: 01/01/XX, or relevant date provided by the applicant
  • enter address details manually or using the rapid address entry
  • select Address Line 1: key Second Home. Note: to access Address Line 1: in Customer First, select Enter non-Australian address

5

Link the student to the applicant + Read more ...

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

6

Establish the relationship to the student + Read more ...

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 5.

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.

7

Establish primary care of student + Read more ...

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.

To search if applicant has primary care of the student, in Customer First in the applicant's record:

  • from the Child Selector (CHS) screen, 'S'elect the student
  • go to the Child in Primary Care (!CIPC) screen

Does the applicant have primary care of the student?

  • Yes, select the appropriate relationship to student code. Go to Step 8
  • No, on the EICD screen select the appropriate code in the Non-approval Reason field. See Table 4 > Step 3

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

8

Proof of age required + Read more ...

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 9
  • No, in the Proof of Age field, key No. The system will reject the claim PGE - Proof of Age not supplied. See Table 4 > Step 7

9

Age requirements + Read more ...

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 10
    • 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 10
    • 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 10
  • No, the AIC claim will auto reject at the end of the assessment. See Table 4 > Step 7

10

Australian Government income support or similar payment + Read more ...

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 11
  • No, or Not sure. In the Other Payment Claim field, key N (No), go to Step 11

11

Establish the start date + Read more ...

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
  • 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.

Assessing the claim for AIC (SY040)

Table 4

Step

Action

1

Students in lawful custody or State Authorised Care + Read more ...

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

2

Meets approved study requirements for AIC + Read more ...

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

3

Study details + Read more ...

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

4

Determine the student's living arrangements + Read more ...

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:
  • 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?

5

Home schooling manual reviews + Read more ...

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.

Note: each state may display the registration period differently. If no end date is given, the registration ceases one year from the registration date (minus one day). For Victorian Registration and Qualifications Authority (VRQA), the registration ceases 31 of December however, they are required to notify before 30 November to continue.

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.

6

Meets AIC isolation condition + Read more ...

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

7

Additional Boarding Allowance (ABA) + Read more ...

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?

8

Residence Qualification + Read more ...

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.

9

Insert payment destination and decide on claim approval + Read more ...

Is the claim being granted?

10

Claim outcome + Read more ...

Go to the Assessment Results (AR) screen.

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 rejected due to Non-Primary Care (NPC) 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
    • if a manual rejection is required, go to Step 11
    • if the claim auto rejects, go to Step 14

11

Manual rejection + Read more ...

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:
  • 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

Are there multiple claims for different years?

12

Claim processed date + Read more ...

Is the claim being granted after the End of Year (EOY) Reviews have been issued? This is usually the second Saturday in October for the current calendar year.

13

End of Year (EOY) review + Read more ...

As the claim has been processed after the EOY Reviews have been issued, the EOY review form will not automatically issue.

Contact the applicant.

Was contact with the applicant successful?

14

Multiple claims + Read more ...

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.

Is there another claim for a different year?

15

Multiple claims for different years + Read more ...

Separate activities may be required. Select the appropriate option below.

Both claims are to be granted + Read more ...

Additional coding in the current claim is required:

  • Code an Event Date of 01/01/XX within the first claim on any relevant screens. These may include:
    • EDC - for coding assistance see Step 3 in this table
    • EILA - for coding assistance see Step 4 in this table
  • Once all relevant screens are coded, go to the Assessment Results (AR) screen and finalise the claim

Procedure ends here.

Each claim has a different outcome + Read more ...

The second assessment is required in a separate new claim activity.

  • Index the second claim
  • Once indexed, place on hold for one business day
  • Go to the Activity List (AL) screen
  • Select the NCL activity
  • Select (O) and then Continue
  • In the Resubmit Date: enter tomorrow's date
  • Select Continue

The claim will be on hold for one day to allow for the Auto letter to issue for the first claim.

When second claim is allocated, process claim from the start of this Operational Blueprint procedure.

Procedure ends here.

Manual EOY letter instructions

Table 5

Step

Action

1

Locate and save the letter template + Read more ...

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

2

Complete a new template for each student + Read more ...

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

3

Mandatory beginning paragraphs + Read more ...

The following paragraphs must be included:

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

4

Living arrangements - mandatory paragraph + Read more ...

  • 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

5

Retain these paragraphs only when required + Read more ...

  • 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

6

Other mandatory ending paragraphs + Read more ...

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

7

Finalise the document + Read more ...

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

8

Upload the processing copy to the students record + Read more ...

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.

Manual Grant letter

Table 6

Step

Action

1

AIC Grant Letter + Read more ...

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

2

Locate the Q999 letter template + Read more ...

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.