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Help in an emergency content


File NameTitle
003-01000000AGDRP and NZ DRP
003-01010000Eligibility for AGDRP and NZ DRP
003-01030000Claiming emergency payments
003-01040010Identity requirements for Emergency payments
003-01040020Processing AGDRP and NZ DRP claims in Customer First
003-01060000Grant payments
003-01090000Evacuation and Recovery Centres during emergency events
003-01090020Role of the Team Leader in the Recovery Centre
003-01090030Zone and National role in emergency management of evacuation and recovery centres
003-01090040National Emergency Call Centre Surge Capability (NECCSC)
003-01100000Raising emergency payment debts and grant/ex-gratia overpayments
003-02000000Disaster Recovery Funding Arrangements (DRFA)
003-03000000DRA and NZ DRA
003-03010000Eligibility for DRA and NZ DRA
003-03040000Payment rates for DRA and NZ DRA
003-03050000Processing New Zealand Disaster Recovery Allowance (NZ DRA) claims in Customer First
003-04000000Australian Victim of Terrorism Overseas Payment (AVTOP)
003-04020000Claiming Australian Victim of Terrorism Overseas Payment (AVTOP)
003-04020010Primary victim eligibility and rate calculation for the Australian Victim of Terrorism Overseas Payment (AVTOP)
003-04020020Secondary victim eligibility and rate calculation for the Australian Victim of Terrorism Overseas Payment (AVTOP)
003-04030000Reductions and deductions for the Australian Victim of Terrorism Overseas Payment (AVTOP)
003-06000000Initial contact and identification of services for people experiencing a crisis
003-06010000Identifying customer vulnerability and risk issues
003-06010020Helping customers in crisis or financial hardship claim family assistance
003-06010040Customers talking about suicide or self-harm
003-06010050Homelessness
003-06010070Indigenous homelessness
003-06010080Where customers are unable to provide a residential address
003-06010090Homelessness Indicators
003-07000000Crisis Payment
003-07010000Eligibility for Crisis Payment (CrP)
003-07030000Processing Crisis Payment (CrP) claims
003-07030010New claim for Crisis Payment for extreme circumstances family and domestic violence
003-07030020New claim for Crisis Payment extreme circumstances (other)
003-07030030New claim for Crisis Payment after customer released from prison or psychiatric confinement
003-07030040New claim for Crisis Payment before the release of a customer in prison or psychiatric confinement
003-07030050New claim for Crisis Payment for humanitarian entrants newly arrived in Australia
003-07030060Confirming prison admission and release dates
003-08000000Special Benefit
003-08010010Special Benefit (SpB) for Australian Citizen Child (ACC) and Australian permanent resident children
003-08010020Special Benefit (SpB) income and assets tests
003-08030010Special Benefit (SpB) categories
003-08030020Eligibility and new claim procedures for Special Benefit (SpB)
003-08030040Special Benefit (SpB) available funds test
003-08030050Victims of trafficking
003-08030060Special Benefit (SpB) Customers with Temporary Protection Visa (TPV) due to expire
003-08030070Residence assessment for customers claiming Special Benefit (SpB)
003-08030080Assisting a customer aged under 16
003-08040000Rates of payment for Special Benefit (SpB)
003-08050000Mutual obligation requirements for Special Benefit (SpB)
003-08060000Processing Special Benefit (SpB) claims
003-08070000Special Benefit (SpB) reviews
003-08070010Processing Special Benefit (SpB) Payment Accuracy Reviews (PAR)
003-08070020Commencing or returning to work Special Benefit (SpB)
003-08070030Special Benefit customer turns 16
003-08070040Special Benefit (SpB) customer going overseas
003-09020000Early release of superannuation on financial hardship grounds
003-10000000Immediate payments
003-10010000Urgent payments due to exceptional and unforeseen or extraordinary circumstances
003-10010010Urgent payments due to expenses associated with a funeral
003-10010020Customer disagrees with an urgent payment decision
003-10010060Urgent payments due to holiday processing
003-10020000Making a decision about a hardship advance or anticipated payment
003-10030000Immediate methods of payment
003-10030010Immediate payment by payment method direct credit
003-10030020Immediate payment by payment method Electronic Benefits Transfer (EBT) card
003-10030040Immediate payment by payment method Real Time Gross Settlement (RTGS)
003-11000000Additional support and services
003-11020000Helping customers to build their financial capability
003-11040000Referral to external support services
003-11040010Family Relationship Centres and the Family Relationship Advice Line
003-12000000Social work services
003-12010000Social work service referral
003-12030000Social work assessments and assistance for at risk young people
003-12030010Conducting a social worker unreasonable to live at home (UTLAH) assessment
003-12030020Unsupported under 16 year olds to be immediately referred to a Services Australia social worker
003-12030030Social worker's role regarding Youth Protective Assessments
003-12040000Social work assessments for families
003-12040010Conducting a Child Support non-parent carer assessment
003-12040030Conducting an assessment of care on an informal basis where a child may be at risk of harm
003-12050000Social work assessments relating to customers experiencing family and domestic violence
003-12050010Conducting a social work child support exemption due to fear of family and domestic violence or other circumstances
003-12050020How a social worker assesses and codes a deferral where requirements are met
003-12050030Determining if notification of a debt to an assurer can be delayed while the assuree seeks refuge from family and domestic violence
003-12060010Social worker assessment for Crisis Payment (CrP) Extreme Circumstances family and domestic violence
003-12060020Social worker care situations – referrals and assessment of payment claims
003-12060030Social worker involvement with Special Benefit (SpB)
003-12070000Social workers' role in debt, payment assurance and compensation
003-12080000Social work role in the Participation Solutions Team (PST)
003-12080010Accessing a PST-skilled social worker
003-12080020Recording participation and compliance interventions in the Social Work Information System (SWIS)
003-12100000Requirements for recording of social work customer contact activities
003-12110000Assessment and report writing for social workers
003-12130000Social Work Information System (SWIS)
003-12130010Recording referrals in the Social Work Information System (SWIS)
003-12130020Recording contacts in the Social Work Information System (SWIS)
003-12130030Recording non-casework activities in the Social Work Information System (SWIS)
003-12130040Recording Carer Specialist Assessment Team (CSAT) Carer Payment child referrals in the Social Work Information System (SWIS)
003-12130050Recording Child Support Scheme (CSS) exemption referrals – social work
003-12130060Recording Crisis Payment (CrP) assessments – social work
003-12130080Recording unreasonable to live at home (UTLAH) assessments for customers under 18 years of age - social work
003-12130100Recording Vulnerable Welfare Payment Recipient (VWPR) Notice reviews/reconsiderations in the Social Work Information System (SWIS)
003-12130110Recording referrals for customers on Income Management (non delegated) in the Social Work Information System (SWIS)
003-12130120Recording Vulnerable Welfare Payment Recipient (VWPR) assessments for Income Management or enhanced IM - social work
003-13000000Initial contact and identification of payments for people experiencing a major disaster
003-14000000Emergency management events
003-14010000Current emergency management events
003-14020000Closed emergency management events
003-15000000Family and domestic violence
003-17040700Urgent payments due to Centrelink delay
003-17040701Alternative assistance for customers applying for immediate payment
003-17051801Emergency payment claims lodged outside of the time limit
003-17072600Social casework
003-18050700National Redress Scheme overview
003-18050701National Redress Scheme enquiries and document lodgement in service centres
003-18050704Nominees for the National Redress Scheme
003-18050708Identity Confirmation and Alternative Identity for the National Redress Scheme
003-18061809Social Work role with individuals linked to the National Redress Scheme and recording in SWIS
003-18061830Referring individuals linked to the National Redress Scheme to a social worker
003-18092746Immediate payment by payment method New Payments Platform (NPP)
003-19010847Quality On Line (QOL) checklist for Australian Victim of Terrorism Overseas Payment (AVTOP)
003-19020741Recording Child Support customers talking about suicide, self-harm or harm to others in the Social Work Information System (SWIS)
003-19022255Recording Carer referrals in the Social Work Information System (SWIS)
003-19050609Risk identification and management of threats to the safety or welfare of a child
003-19070100MH17 Family Support Package
003-20032726New claim for Crisis Payment - National Health Emergency
003-20071507Managing DRA and NZ DRA payments after grant
003-20080418Pandemic Leave Disaster Payment
003-20082529Pandemic Leave Disaster Payment - Victoria - before 18 January 2022
003-20082531Pandemic Leave Disaster Payment - Tasmania - before 18 January 2022
003-20090704Pandemic Leave Disaster Payment - South Australia - before 18 January 2022
003-20090707Pandemic Leave Disaster Payment - Australian Capital Territory - before 18 January 2022
003-20090709Pandemic Leave Disaster Payment - New South Wales - before 18 January 2022
003-20090748Processing Pandemic Leave Disaster Payment claims in Customer First
003-20091407Pandemic Leave Disaster Payment - Western Australia - before 18 January 2022
003-20092301Pandemic Leave Disaster Payment - Queensland - before 18 January 2022
003-20092334National Emergency Call Centre (NECC) portal
003-20092341National Emergency Call Centre Surge Capability (NECCSC) activations
003-20111006Recording Subject Matter Expert (SME) referrals in the Social Work Information System (SWIS)
003-20121552Pandemic Leave Disaster Payment - Northern Territory - before 18 January 2022
003-21020345Western Australian Bushfires, February 2021
003-21032104New South Wales Floods, March 2021
003-21041310Western Australia Tropical Cyclone Seroja, April 2021
003-21041508New South Wales North Coast Floods, February 2021
003-21051929Reviewing and reassessing Crisis Payment (CrP)
003-21052808Australian Victim of Terrorism Overseas Payment (AVTOP) - February 2020 Hulhumale attack
003-21060323Assessing COVID-19 Disaster Payment claims
003-21060445COVID-19 Disaster Payment - Victoria (4 - 10 June 2021)
003-21061504Victorian Storms and Floods - June 2021
003-21062830COVID-19 Disaster Payment - NSW
003-21071931COVID-19 Disaster Payment
003-21071952Coding COVID-19 Disaster Payment claims
003-21072156COVID-19 Disaster Payment - Victoria (July 2021)
003-21072337COVID-19 Disaster Payment - automatic payment and change of circumstances
003-21072608COVID-19 Disaster Payment – South Australia
003-21072911COVID-19 Disaster Payment - customer paid incorrectly
003-21072954COVID-19 Disaster Payment - rejecting claims
003-21073020Income support payment customers - COVID-19 Disaster Payment - NSW
003-21080209Assessing income support payment customers COVID-19 Disaster Payment claims
003-21080321Processing urgent payment requests
003-21080450COVID-19 Disaster Payment - Queensland
003-21080455Income support payment customers - COVID-19 Disaster Payment - Queensland
003-21080513Urgent payment requests
003-21080920Income support payment customers - COVID-19 Disaster Payment - Victoria August 2021
003-21080954COVID-19 Disaster Payment - Victoria (August 2021)
003-21081332COVID-19 Disaster Payment – Australian Capital Territory
003-21081341Income support payment customers - COVID-19 Disaster Payment - ACT
003-21081928COVID-19 Disaster Payment - Northern Territory
003-21081938Income support payment customers - COVID-19 Disaster Payment - Northern Territory
003-21082456COVID-19 Disaster Payment claim or automatic payment - customer calls to enquire
003-21090237Australian Victim of Terrorism Overseas Payment (AVTOP) – August 2016 Kabul kidnapping
003-21101820COVID-19 Disaster Payment - Tasmania
003-21101847Income support payment customers - COVID-19 Disaster Payment – Tasmania
003-21111107Processing AGDRP and NZ DRP claims in Process Direct
003-21120802NSW Storms and Floods (November 2021)
003-21120840Queensland Storms and Floods (November 2021)
003-21122144Processing Disaster Recovery Allowance (DRA) claims in Process Direct
003-22010921Queensland floods – January 2022
003-22011601Pandemic Leave Disaster Payment - phone claims
003-22011652Processing Pandemic Leave Disaster Payment claims in Process Direct
003-22022448Australian Victim of Terrorism Overseas Payment (AVTOP) - November 2019 London attack
003-22022721South East Queensland Floods – February 2022
003-22022800New South Wales Floods - February 2022
003-22030928AGDRP (Special Supplement)
003-22032515Social work role with Department of Veterans' Affairs (DVA) clients and recording in SWIS
003-22033002Disaster Recovery Allowance (DRA) Top-up
003-22050332Social Work Recording Application (SWRA)
003-22061604Contact requirements for Crisis Payment (CrP)
003-22070553New South Wales floods - July 2022
003-220909342022 Memorial Services for Bali Bombings - Travel Assistance Payment
003-22100304Pandemic Leave Disaster Payment - eligibility scenarios
003-22100306High-Risk Settings Pandemic Payment (HRSPP)
003-22100321Eligibility for the High-Risk Settings Pandemic Payment (HRSPP)
003-22100325Processing High-Risk Settings Pandemic Payment (HRSPP) claims in Process Direct
003-22100341High-Risk Settings Pandemic Payment - Assisted Customer Claims (ACC)
003-22100655New South Wales floods - September 2022
003-22101001Identity requirements for High-Risk Settings Pandemic Payment
003-22101426Victorian floods - October 2022
003-22101429Tasmanian floods - October 2022
003-22111634Managing non-standard AGDRP and NZ DRP claims
003-22112358South Australian Floods - November 2022
003-23010529Western Australia Ex-Tropical Cyclone Ellie (December 2022 - January 2023)
003-23010542Northern Territory Ex-Tropical Cyclone Ellie (December 2022 - January 2023)
003-23031536Northern Queensland Monsoon and Flooding (December 2022 - March 2023)
003-23031552Northern Territory, Northern Region Flooding (February 2023)
003-23061649Residence assessment for customers claiming emergency payments
003-23070432Cancellation and rejection reason codes for Emergency payments
003-23100345Reviewing AGDRP and NZ DRP claims in Process Direct
003-23103057Western and Darling Downs Bushfires October 2023
003-23121851Tropical Cyclone Jasper – December 2023
003-24010428South East Queensland Severe Storms and Flooding – December 2023 to January 2024
003-24020553Australian Victim of Terrorism Overseas Payment (AVTOP) – October 7, 2023 Hamas Terrorist Attacks
003-24021216Heavy Rainfall and Flooding - City of Moreton Bay - January 2024
003-24021929Western Victoria Bushfires - February 2024
003-24041003MH17 Commemoration Support Package 2024
003-24070220Special Benefit (SpB) discretionary decisions
003-24092556Australian Victim of Terrorism Overseas Payment (AVTOP) – May 2024 Bamyan, Afghanistan shooting
003-24092607Special arrangements for customers with budgeting difficulties