Age Milestone Mandatory reviews for Carer Payment (CP) (child) and Carer Allowance (CA) (child) 009-08060020

Age Milestone Reviews start when a child care receiver reaches the following age milestones:

• 4 years 8 months, and
• 13 years

When the review starts, the system automatically sends a notification letter to the carer with the following forms:

• Review of Carer Payment and Carer Allowance - Care Needs Assessment for a child under 16 years (SA416), and
• Review of Carer Payment and Carer Allowance Medical Report (for a child under 16 years) (SA418)

A reminder is automatically registered on the Future Activity List (FAL) screen and will be issued after 28 days.

If the carer has not returned the forms after 56 days, the customers:

• CA will auto-cancel, and
• CP will auto-suspend

Is the carer:

• requesting replacement form(s), go to Step 2
• lodging form(s) for the review, go to Step 3
• contacting after receiving a reminder and forms have already been returned, go to Step 4
• contacting after suspension of CP, see Restoration of Carer Payment (CP)
• contacting after cancellation of CA, see Restoration of Carer Allowance (CA)

Note: Age Milestone Mandatory reviews are not able to be extended or deferred.

Is it necessary to re-issue the form(s)?

• Yes:
• Reprint the letter and system generated form(s) via the History Summary (HS) screen, and DOC the record. If unavailable, use Mail Forms to issue fillable versions. See Resources page for form(s)
• Remind the carer of the actions that will be taken if all of the form(s) are not returned by the due date (see Step 1)
• No, procedure ends here

Carer needs to lodge an SA416/SA417 and/or SA418/SA430, (however an SA431 may also be accepted) online or attend a service centre.

Carers can lodge documents by:

• uploading forms using online services
• taking them to their nearest service centre, or
• posting them to Services Australia
  Carers Services
  PO Box 7805
  CANBERRA BC ACT 2610

Tell the carer when uploading forms to select the document type: Centrelink form, then type the form title or code, which is on the bottom left side of the form.

Carers can access a guide to Upload your Centrelink documents online on the Services Australia website. A link is on the Resources page.

Check the review form(s) that:

• both forms are signed
• all questions have been answered, including:
• Customer Reference Number (CRN)
• carer name
• carer's address
• phone number(s)

Are both parts of the review fully completed and returned?

• Yes, go to Step 4
• No, go to Step 5

If required, scan the documents to the carer's record:

• individually - do not scan forms together
• do not select the 'Store only' option

When scanning, check the first scanned page of the document shows the barcode. See Scanning Centrelink documents using an MFD.

If an SA416 or SA418 has been scanned as an incorrect Form Type, update the document details, see Moving, copying or updating Centrelink digital image.

Register the return of the review. Check the review has been removed from the FAL screen on either the care receiver's (if the care receiver has their own record) or carer's record. If not, mature the review on the FAL screen manually by:

• ‘S’electing the review
• keying the source code and receipt date

The review status will change to ‘STA’rted and display on the Activity List (AL) screen.

Reminder received in error

If the carer has received a medical review reminder, and the medical review is scanned on the carer's or care receiver’s record, register the review by maturing on the FAL screen.

Processing staff, see Table 2.

For all other staff, procedure ends here.

When only one part of the review has been returned:

• Do not register the return of the review
• Tell the carer to return the required form(s) as soon as possible. Check the History Summary (HS) screen and select the appropriate letter for the due date
• Ask the carer when they will return the missing form
• Create a DOC for the Processing Team

Processing staff, see Table 2.

For all other staff, procedure ends here.

Is further information needed to complete the review? For example, only one form lodged, forms are incomplete or missing pages.

• Yes:
• See Requesting information (CLK). If the information cannot be requested verbally, issue a Q004 letter, see Creating a manual letter or Online Advice (OLA). The Resources page has Q004 letter text
• When the held activity becomes due or the information is lodged, go to Step 2
• No, go to Step 3

Check the carers and the care receiver’s records for the requested information.

If all requested information has:

• been returned, go to Step 3
• not been returned, decide if an extension to the due date is needed

Make sure there has been extra time for mail delivery allowed. If the requested information has not been provided within the allowed time, cancel the customer's Carer Payment and Carer Allowance. Cancel the CAR/SVU review activity:

• Go to the Activity List (AL) screen
• Key 'C' against the activity and press [Enter]
• Go to the Activity Cancel (AYC) screen
• Key 'C' or 'R' to cancel all provisional changes. This review activity status changes to ‘REG’istered
• Outside the review activity, go to the Benefit Action (BA) screen. Key:
• Svc Rsn: field - CAR
• Action: field - CAN
• Reason: field - FRC
• Effect Date: field - date of cancellation

• In the same activity, go to the Care Receiver Summary (CRS) screen. Select the care receiver and go to Care Receiver Benefit Action (CJBA). Key the following:
• Svc Rsn: field - CDA
• Action: field - CAN
• Reason: field FRC
• Effect Date: field date of cancellation

The date of effect of the determination is generally the day following the expiration of the time allowed to respond.

Where the customer has already been paid for this date, the date of effect for the cancellation will be Date Paid To (DPT) plus 1.

If a completed Treating Health Professional (THP) report has been received, code the Child Disability Assessment Tool Summary (CDAS).

Do not code an incomplete form or a Care Needs Assessment form (CNA) without the Treating Health Professional (THP) report.

Finalise the activity on the Assessment Results (AR) screen and DOC the carer’s record with the outcome of the review. See Resources for the DOC template.

Go to Step 12.

To process the review:

• Go to the AL screen
• 'S'elect the CAR/SVU activity
• Press [Enter]
• Key ‘Y’ to process ‘Disability Assessment Tool’ on the Carer Payment Review (CPRV) screen
• Press [Enter]

Complete the review:

• in the carer’s record, go to Step 4
• in the care receiver's record (if they have their own record), go to Step 5

• Code the Child Disability Assessment Tool Summary (CDAS) screen. Key 'Y' in the Add a new THP Assessment field and press [Enter]
• Code the Child Medical Details (CDMD) screen, overstriking the previous Treating Health Professional (THP) details as these will populate the screen and update with current details from the provided medical report
• Code the Effect date field (DOV) with the date of receipt (DOR) of the review

Note: DOV may need to change if the decision is an unfavourable decision, or the decision is due to a loss of qualification.

• Key ‘I’ in the Action field and press [Enter] to go to Treating Health Professional Assessment (CDTT) screen
• Press [Enter] to go to CDAS screen
• Take note of the THP score
• Nxt: field - CLS. Select the CAR/SVU activity from AL screen if required
• Press [Enter]
• Key 'Y' in the Add a new Care needs assessment and press [Enter]. See Coding the paper Carer Payment and/or Carer Allowance Care Needs Assessment for a child under 16 years.
• Go to Care Load Behaviour (CLBHA) screen
• Action: field - 'I' and press [Enter]. Code the relevant screens
• Code the Effect date field with the date of receipt (DOR) of the review activity

Note: the Effect Date field may need to change if the decision is an unfavourable decision, or the decision is due to a loss of qualification.

Conduct further investigation if the CNA questionnaire is inconsistent with a qualifying health professional questionnaire. Contact with the customer is required to update responses to make sure the CNA questionnaire is an accurate reflection of the child's functional ability, behaviour, and special care needs.

• Take note of the Care Load Score (CLS)
• Check if constant daily care for CP is being provided, see Eligibility for Carer Payment (CP) when a care receiver is aged 16 years or over. If:
• there is, no update to Care and Institution Details (CRCI) screen is required
• there is not, update the CRCI screen to state the date care ceased
• Check if sufficient personal daily care for CA is being provided, see Eligibility for Carer Allowance (CA) (child) when a carer is claiming or receiving CA only. If there is:
• sufficient personal daily care for CA being provided an update to the Care Details (CDCR) screen is not required
• not sufficient personal daily care for CA being provided, update the CDCR screen

Update (where required) the carer and care receiver circumstances including:

• Contact details
  Note: updates are completed outside of the review activity and finalised before any further action is taken. This is if the review is not able to be actioned and must be held
• Temporary absence(s) (for example, hospitalisation, respite). See:
• Coding a one-off absence for Carer Allowance (CA)/Carer Payment (CP) when the care receiver is absent
• Coding a regular absence for Carer Allowance (CA)/Carer Payment (CP) when the care receiver is absent
• Temporary cessation of care (respite) and hospitalisation
• Change in a child's condition or amount of care provided
• Paid employment or self-employment. For more information see Carer Payment (CP) - Carer undertakes paid employment, self-employment, voluntary work, education or training activities

Go to Step 6.

Go to the Care Receiver Summary (CRS) screen and 'S'elect the care receiver

• Code the Child Disability Assessment Tool Summary (CDAS) screen. Key 'Y' in the Add a new THP Assessment field and press [Enter]
• Code the Child Medical Details (CDMD) screen, overstriking the previous Treating Health Professional (THP) details as these will populate the screen and update with current details from the provided medical report
• Code the Effect date field (DOV) with the date of receipt (DOR) of the review

Note: DOV may need to change if the decision is an unfavourable decision, or the decision is due to a loss of qualification.

• Key ‘I’ in the Action field and press [Enter] to go to Treating Health Professional Assessment (CDTT) screen
• Press [Enter] to go to CDAS screen
• Take note of the THP score
• Nxt: field - CLS. Select the CAR/SVU activity from AL screen if required
• Press [Enter]
• Key 'Y' in the Add a new Care needs assessment and press [Enter]. See Coding the paper Carer Payment and/or Carer Allowance Care Needs Assessment for a child under 16 years.
• Go to Care Load Behaviour (CLBHA) screen
• Action: field - 'I' and press [Enter]. Code the relevant screens
• Code the Effect date field with the date of receipt (DOR) of the review activity

Note: the Effect date field may need to change if the decision is an unfavourable decision, or the decision is due to a loss of qualification.

Conduct further investigation if the CNA questionnaire is inconsistent with a qualifying health professional questionnaire. Contact with the customer is required to update responses to make sure the CNA questionnaire is an accurate reflection of the child's functional ability, behaviour, and special care needs.

• Take note of the Care Load Score (CLS)
• Check if constant daily care for CP is being provided, see Eligibility for Carer Payment (CP) when a care receiver is aged 16 years or over. If:
• there is, no update to Care and Institution Details (CRCI) screen is required
• there is not, update the CRCI screen to state the date care ceased
• Check if sufficient personal daily care for CA is being provided, see Eligibility for Carer Allowance (CA) (child) when a carer is claiming or receiving CA only. If there is:
• sufficient personal daily care for CA being provided an update to the Care Details (CDCR) screen is not required
• not sufficient personal daily care for CA being provided, update the CDCR screen

Update (where required) the carer and care receiver circumstances including:

• Contact details
  Note: updates are completed outside of the review activity and finalised before any further action is taken. This is if the review is not able to be actioned and must be held
• Temporary absence(s) (for example, hospitalisation, respite). See:
• Coding a one-off absence for Carer Allowance (CA)/Carer Payment (CP) when the care receiver is absent
• Coding a regular absence for Carer Allowance (CA)/Carer Payment (CP) when the care receiver is absent
• Temporary cessation of care (respite) and hospitalisation
• Change in a child's condition or amount of care provided
• Paid employment or self-employment. For more information see Carer Payment (CP) - Carer undertakes paid employment, self-employment, voluntary work, education or training activities

Do not finalise the review. Check that the outcome is as expected, and the date of event (DOV) is in line with the determination. Only code 'Y' when the review is ready to be finalised in these cases.

Go to Step 6.

• When the review can be finalised, ‘S'elect the CAR/SVU activity from the Activity List (AL) screen on the carer’s record
• Go to Carer Payment Review (CPRV) screen, and code ‘Y’ to ‘Complete Review’
• Check the outcome of the review on both the Assessment Results (AR) and Carer Allowance Action and Assessment Result (CJAA) screens. Do not finalise the review at this stage
• If Carer Allowance is changing to Carer Allowance AUTO, and Carer Allowance Payments are expected to continue, code the Care Receiver Benefit Action (CJBA) with the following:
• Svc Rsn: field - CDA
• Action: field - REA
• Effect Date: field - date of effect of the review

Consider referring to CSAT Social Worker, see Carer Specialist Assessment Team (CSAT) referrals for Carer Payment (CP) (child).

Review will result in:

• No change to CP and CA qualification, go to Step 7
• Cancellation of CP and/or CA due to not achieving a qualifying score, go to Step 8
• Cancellation of CP and/or CA due to change in care/respite/carer activity/any other reason, go to Step 9
• Cancellation of CP and CA payments, CA HCC only to continue, go to Step 10
• Cancellation of CP and continuation of CA (child care receiver with a Recognised Disability), go to Step 11

Note: if CA has been previously cancelled (for example, CAN/MRN) and further information is provided for a review of the cancellation, however the carer remains ineligible for CA due to another reason, the carer must be contacted, a manual letter (Q999) issued, and the carer's record updated with a DOC. For the Q999 text, see the Resources page in Adult medical reviews for Carer Payment (CP) and Carer Allowance (CA). The original date of cancellation is the original date of decision.

• The date of effect for continuation of payment is the date of receipt of the review
• Do not contact the carer
• DOCument the carer’s record with the outcome of the review. See Resources page for DOC template
• A letter is not issued to the carer if they are still qualified for CP and CA
• Finalise the Medical Review (CAR/SVU) activity

Go to Step 12.

• The date of effect for cancellation for not achieving a qualifying score is the date of determination of the review under Section 118 (13) SSAA. Update the date of effect on the CDMD and CLBHA screens
• Make genuine attempt to contact the carer before finalising the review. See Advising verbally of an unfavourable decision
• If the carer is providing more information:
• issue the form(s)
• hold the review to user (HTU), see Work Optimiser for staff, and
• DOC the progress of the review
• If the carer is not providing more information:
• discuss with them any possible entitlement
• give them any relevant publications for payments and concessions
• use Operational Blueprint for the life event
• DOCument the carer’s record with the outcome of the review. See Resources page for DOC template
• Cancellation letters will be automatically issued to the carer
• Finalise the Medical Review (CAR/SVU) activity

Go to Step 12.

• Make genuine attempt to contact the carer before finalising the review. See Advising verbally of an unfavourable decision.
• If the carer is providing more information:
• issue the form(s)
• hold the review to user (HTU), see Work Optimiser for staff, and
• DOC the progress of the review
• If the carer is not providing more information:
• discuss with them any possible entitlement
• give them any relevant publications for payments and concessions
• use Operational Blueprint for the life event
• Update the record to reflect the change and finalise the Medical Review (CAR/SVU) activity
• DOCument the carer’s record with the outcome of the review
• If more support is needed for complex queries:
• place the review on hold (HTU), see Work Optimiser for staff, and
• refer to Level 2 Policy Helpdesk

Go to Step 12.

• The date of effect for cancellation for not achieving a qualifying score is the date of determination of the review under Section 118 (13) SSAA. Update the date of effect on the CDMD and CLBHA screens
• Make genuine attempt to contact the carer before finalising the review. See Advising verbally of an unfavourable decision
• If the carer is providing more information:
• issue the form(s)
• hold the review to user (HTU), see Work Optimiser for staff, and
• DOC the progress of the review
• If the carer is not providing more information:
• discuss with them any possible entitlement
• give them any relevant publications for payments and concessions
• use Operational Blueprint for the life event
• DOCument the carer’s record with the outcome of the review. See Resources page for DOC template
• Cancellation letters about the cancellation of Carer Payment and Carer Allowance continuation as HCC only will be automatically issued to the carer
• Finalise the Medical Review (CAR/SVU) activity

Go to Step 12

• The date of effect for cancellation for not achieving a qualifying score is the date of determination of the review under Section 118 (13) SSAA. Update the date of effect on the CDMD and CLBHA screens
• Make genuine attempt to contact the carer before finalising the review. See Advising verbally of an unfavourable decision
• If the carer is providing more information:
• issue the form(s)
• hold the review to user , see Work Optimiser for staff, and
• DOC the progress of the review
• If the carer is not providing more information:
• discuss with them any possible entitlement
• give them any relevant publications for payments and concessions
• use Operational Blueprint for the life event
• DOCument the carer’s record with the outcome of the review. See Resources page for DOC template
• A cancellation letter about cancellation of CP will be automatically issued to the carer
• Finalise the Medical Review (CAR/SVU) activity

Go to Step 12.

Go to the PQSS screen and code:

• CAR Child Care Receiver Age Milestone (430): field - 'X'
• Process Forms (397): field - 'I'
• STS: field - ‘COM’
• DOR: field - date activity is being completed
• Follow Up (164): field - 'I'
• STS: field - 'COM'
• Warning - W001PQ - Service Action status change will trigger a service update shows on the screen
• In Next: key AR and select Enter/Continue and finalise the activity

Note:

• The Service Component will remain 'STA' until all Service Actions have been finalised - 'COM'
• When the Service Component is completed, it cannot be restarted