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Grandparent, Foster and Kinship Carer Advisers 101-23041750

This document outlines the services provided by Grandparent, Foster and Kinship Carer Advisers in Services Australia. The advisers give tailored help to non-parent carers providing ongoing care for children.

On this page:

All staff - referring customers to Grandparent, Foster and Kinship Carer Advisers

Grandparent, Foster and Kinship Carer Advisers - managing customer contact

All staff - referring customers to Grandparent, Foster and Kinship Carer Advisers

Table 1: this table describes the process for all Service Officers to identify an appropriate transfer to an Adviser.

Step

Action

1

Contacting Grandparent, Foster and Kinship Carer Adviser (GFKCA) + Read more ...

If Service Officers receive an enquiry about Grandparent, Foster and Kinship Carer Adviser (GFKCA) line, they can:

Transfer call to Grandparent Foster Kinship, or
provide the Grandparent, Foster, and Kinship Carer Adviser Line 1800 245 965 to the customer

2

Appropriate reasons for transfer to Grandparent, Foster and Kinship Carer Advisers + Read more ...

The advisers help all non-parent carers, regardless of whether they are getting payments or services from the agency.

Staff can refer:

non-parent carers who have ongoing care for children
community service providers who want information about payments, services and referrals for non-parent carers

Note: do not refer non-complex activities such as updating details and babysitting enquiries.

Staff can refer customers and Community and Third Party Organisations (CTPO) by:

transferring the customer to the Grandparent, Foster, and Kinship Carer Adviser internal line
telling customers to call the Grandparent, Foster and Kinship Carer Adviser Line
sending an email to the Grandparent, Foster and Kinship Carer Adviser email on the CTPOs behalf

Does the customer meet the above criteria?

Yes, refer the customer to Grandparent, Foster and Kinship Carer Advisers
No, refer the customer to a more appropriate service offer such as their usual payment line

Grandparent, Foster and Kinship Carer Advisers - managing customer contact

Table 2: this table describes how Grandparent, Foster and Kinship Carer Advisers manage customer contact, including referrals from Service Officers in smart centres and service centres. This process is for Grandparent, Foster and Kinship Carer Advisers only.

Step	Action
1	Authenticate the customer + Read more ... Ask the customer if they have a Customer Reference Number (CRN). If the customer provides their CRN, make sure the person is the correct owner of the record or their authorised nominee. See Authenticating a Centrelink customer. If the customer does not have a CRN, see Searching for a customer on the system. Adding a customer to the system If an exhaustive search has not identified the customer's Centrelink customer record, add a record for the customer by selecting Create CRN. See Adding a customer to the system Note: without authority to access a customer’s record only general information can be provided.
2	Referral keywords are added to ALL Fast Note by Advisers + Read more ... The keyword #GADNT# must be used in all Fast Notes created by an Adviser. Additional keywords to be added to Fast Note if appropriate: #EXTREF# - use when the Adviser provides the caller with external referrals (other Govt agencies such as Child protection, NGOs, community groups etc); and #INTREF# - use when the Adviser provides the caller with internal referrals (other specialists such as SWO, FIS, Child support, Medicare etc) #KIN# - use when the Adviser has contact with a kinship carer Note: more than one keyword can be added to a Fast Note. Example: Adviser transfers a call from a kinship carer to the Families line, the Fast Note would include #GADNT#, #INTREF# and #KIN#.
3	Identify the reason for contact + Read more ... Is the call for the Grandparent, Foster and Kinship Carer Advisers? Yes, continue with call. Go to Step 4. No: Transfer the call to main business line Create a DOC on the customer’s record with the enquiry. Use Fast Note in Customer First - select Auto text, use Generic > Enquiry > Call Transfer Add keyword #GADNT# Procedure ends here Note: if a caller tries to access a queue by calling a different business line, give them appropriate number and quickly finalise the call by politely thanking them for calling.
4	Identify customer vulnerabilities + Read more ... Customers experiencing vulnerability may need intensive support. Is the customer (whether on income support or not) experiencing difficult circumstances, and needs additional support? Yes: Consult with a specialist officer (see Background page), or Refer the customer to a specialist officer or other internal support within the agency for help No, continue with enquiry, go to Step 5
5	Identify complex interactions + Read more ... When the enquiry is outside the scope of the staff member's training, transfer the call unannounced to an experienced Service Officer in the relevant queue in Services Australia Workspace. Is the call complex? Yes: Transfer the call to appropriate line Create a DOC on the customer’s record with the enquiry. Use Fast Note in Customer First - select Auto text, use Generic > Enquiry > Call Transfer Add keyword #GADNT# Procedure ends here No, continue with call, go to Step 6
6	Can the customer's enquiry be completed now? + Read more ... Yes, complete the enquiry: Use Fast Note - select Auto text, use GFKCA (Grandparent, Foster, and Kinship) > Enquiry > Grandparent, Foster, and Kinship Include details of the enquiry and add the keyword #GADNT# Procedure ends here No, customer to supply more information: Use Fast Note - select Auto text, use GFKCA (Grandparent, Foster, and Kinship) > Enquiry > Grandparent, Foster, and Kinship Include details of the enquiry and add the keyword #GADNT# Procedure ends here