Double Orphan Pension (DOP) claims made by Approved Care Organisations (ACOs) 007-06010040

Check all relevant documentation has been provided with claim. Scan documents to the ACO record.

See Receipt of claims, forms and documentation for family assistance.

DOP and Bereavement Smart Centre Processing staff will process the DOP claim.

On the Organisation Name (ON) screen, code:

• Name of ACO in the Org Name: field
• 'NCL' in the Act: field
• 'DOP' in the Svc Rsn: field
• Source: and DOR: fields
• Press [Enter]

The claim will allocate to the Double Orphan Pension and Bereavement Smart Centre Processing team (DOP)

For Double Orphan Pension (DOP) and Bereavement Smart Centre Processing staff only.

The system flows to the Organisation List (OL) screen. 'S'elect the ACO and press [Enter].

The system flows to the Organisation Details (OD) screen. Type 'Y' to confirm the selection.

Press [Enter].

The system flows to the Organisation Task Selector (OTS) screen with the following screens pre-selected:

• Organisation Name Details (OND)
• Organisation Service Contact Details (OSCS)
• File Location/Request (FLR)
• Payment Destination Details (PAFA)
• Child Selection (CHS)

Select or de-select screens as required pressing [Enter] to flow to the next screen.

Once the ACO has a current Family Tax Benefit (FTB) or DOP record, any children who subsequently enter their care are added by completing an Add Child (ACH) activity from the FAO Task Selector (FTS) screen.

When the system flows to the CHS screen, standard DOP new claim screen flow commences.

Change of care: If claim involves a custody change, ensure young person is recorded as left care on losing custodian's record.

If the child's only living parent is held on remand, verification must be obtained confirming the person is charged with an offence punishable by imprisonment for life or a term of at least 10 years.

In Customer First, create required manual reviews on the Review Registration (RVR) screen and complete the fields as follows:

Two yearly review:

• Service Reason: DOP
• Review Reason: DOP (Double Orphan Pension)
• Due Date: 2 years after the date of claim
• Source: INT
• Date of Receipt: today's date
• Notes: 'DOP review type: ACO 2 year. DOP CIRCS: (include relevant info e.g. QSS41 sent, refer to DOC).'
• Keywords: @DOP
• Workgroup: leave blank
• Position: leave blank
• Transfer to Region: leave blank

Where the parent is held on remand, to verify remand or conviction status:

• Service Reason: DOP
• Review Reason: DOP (Double Orphan Pension)
• Due Date: every 3 months from today's date where the parent is held on remand
• Source: INT
• Date of Receipt: today's date
• Notes: 'DOP review type: ACO. DOP CIRCS: parent held on remand, verify remand or conviction status.'
• Keywords: @DOP
• Workgroup: leave blank
• Position: leave blank
• Transfer to Region: leave blank

The above reviews will mature on the Due Date coded in the RVR activity. Workload Management will allocate the reviews for manual action.

If parent is convicted to a term of less than 10 years, DOP entitlement ceases.

An ACO qualifies for DOP if the organisation is:

• caring for a DOP child, and
• eligible for FTB for the DOP child (or would be except that the child, or someone on their behalf, is receiving payments under a prescribed education scheme)
• FTB child eligibility criteria must be met, including age related requirements
• Children aged 16 or over must meet study/training requirements

See Eligibility and coding claims for Double Orphan Pension (DOP).