Identifying customer vulnerability and risk issues 003-06010000

Critical and vital information for the customer will display when entering the customer record as a DOA DOC.

Staff must read each DOA DOC and follow all included instructions.

Additional screens and the Document List/Notes screen may also need to be checked.

• AEX - alerts to significant events that have impacted customers with mutual obligation requirements including:
• MPC (personal crisis)
• MPD (personal disruption)
• CUSE/OOP - Crisis Payment grants for family and domestic violence or other extreme circumstances
• MNGS - exemption for maintenance action, for reasons such as:
• VIO (family and domestic violence)
• IMP (imposition e.g. sexual assault)
• Circumstances Impacting Compliance in Process Direct, key BIJC into the Super Key, press [Enter]. This screen provides information on family relationship/domestic violence. See Circumstances impacting job seeker compliance
• Social Work contact for FDV - check Notes/Document List (DL) screen for social work contact for family and domestic violence. More information may be available in the Social Work Information System (SWIS), but a social worker must check this.

• MC - Medical conditions
• JCA - in Customer First (Job Capacity Assessment)
• Workflow - under 'referral' drop down box select 'JCA referral information' then select 'view report'
• Manual coding - access JCA screen and select hyperlink
• Notes/DL screen - for social work contact regarding health issues. More information may be available in SWIS, but this must be checked by a social worker
• Circumstances Impacting Compliance - key BIJC into the Super Key, press [Enter]. This screen provides information on physical and psychological factors
• NOLS nominee information. Select the arrangement and view the reason:
• CRT Court Appointed
• PAI Power of Attorney incapacitated, or
• POA Power of Attorney (POA) and/or nominee is a Public Trustee or Guardian

• Homeless Indicator Details:
• In Process Direct - key 'HID' (Homeless details) in the Super Key
• Customer First - go to the Homeless Indicator Details workflow
• ADH/ADS/ACS - Check frequent changes of address including boarding homes/ caravan parks (more than 3 times in one year indicates at risk of homelessness)
• ADH - C/O - Care of the post office/Services Australia/external agency indicates customer has no alternate mailing address and has arrangements in place
• Circumstances Impacting Compliance - in Process Direct, key BIJC into the Super Key, press [Enter]. This screen provides information on homelessness. See Circumstances impacting jobseeker compliance
• NIH - UTLAH (unreasonable to live at home) assessment
• Independent status codes HDH, HNH, HSR, HOE and PPG indicate a UTLAH status or is otherwise unable to live with a parent.
• Codes PSF or PSU indicate a state ward status (risk and child protection issues)
• Notes/DL explore documents including:
• Whereabouts unknown (WUK)
• SU19 being collected
• Community Engagement Officer contact
• Social worker contacts (more information may be available in SWIS; but this must be checked by a social worker)
• AEX - alerts to significant events that have impacted customers with mutual obligation requirements including:
• MPC (personal crisis)
• MPD (personal disruption)
• NOLS - nominee information. Select the arrangement and view the reason:
• CRT - Court Appointed
• SNI - Security Notice Issued, and/or
• nominee is a Public Trustee or Guardian

• Circumstances Impacting Compliance - in Process Direct, key BIJC into the Super Key, press [Enter]. This screen provides information on recent prison release. See Circumstances impacting jobseeker compliance
• PINS - Fines being deducted from payments through Centrepay
• CUSE/OOP - Crisis Payment grants for prison release payments
• Notes/DL - noting contacts with Community Engagement Officers or Incarcerated Customer Servicing Team
• NOLS - nominee information. Select the arrangement and view the reason:
• CRT - Court Appointed
• SNI - Security Notice Issued, and/or
• nominee is a Public Trustee or Guardian

• Notes/DL - check documents including from:
• Contact with service centres and smart centres
• Recent claims (granted or rejected) indicating significant life events for example, Crisis Payment, Parenting Payment claim, Carer, Disability Support Pension
• Customer Relation Unit (CRU) contact regarding issues other than mainstream services (such as urgent payments, welfare referrals, personal issues)
• Social workers contacts (more information may be available in SWIS; but this must be checked by a social worker)
• UTLAH (unreasonable to live at home) assessment and 'At Risk' information
• MS - (relationship status), including separated under one roof (SUOR) code may indicate recent separation or martial status complexity. Note that:
• if the customer is separating from a relationship, including where they are separated under the one roof (SUOR) there are key steps they should consider to keep their personal information safe
• The sequence of these key steps is important and all updates need to be made separately for Centrelink, Medicare and Child Support. See Separating Safely – Protecting personal details
• CRS - Care Receiver Summary. View any care provided details by selecting the care receiver then ADMD for an adult or CDMD for a child
• AEX - alerts to significant events that have impacted customers with mutual obligation requirements including:
• MPC (personal crisis)
• MPD (personal disruption)
• Carers exemption (CAR)
• Circumstances Impacting Compliance - in Process Direct, key BIJC into the Super Key, press [Enter]. This screen provides information on significant personal or caring issues. See Circumstances impacting jobseeker compliance
• NOLS - nominee information. Select the arrangement and view the reason:
• VOL - a voluntary nominee arrangement with a family member as the nominee
• CRT - a court appointed nominee
• PAI - Power of Attorney – incapacitated, or
• POA - Power of Attorney and/or nominee is a Public Trustee or Guardian

• Job Plan - the customer may have counselling or contact with other agencies to address non-vocational barriers in their Job Plan, which can be found in the Participation drop down box
• Participation Summary - will advise of which 'stream' the customer is allocated in (Stream C indicates a higher level of vulnerabilities) this information can be found in the participation drop down box
• NOLS - nominee information. Select the arrangement and view the reason:
• VOL - a voluntary nominee arrangement with a family member as the nominee
• CRT - Court Appointed
• PAI - Power of Attorney - incapacitated
• POA - Power of Attorney and/or nominee is a Public Trustee or Guardian
• Circumstances Impacting Compliance in Process Direct, key BIJC into the Super Key, press [Enter]. This screen provides information on social exclusion issue. See Circumstances impacting jobseeker compliance
• AEX - alerts to significant events that have impacted customers with mutual obligation requirements including:
• MPC (personal crisis)
• MPD (personal disruption)
• Financial hardship
• Overpayments and/or debts (OPDL), the customer may have withholdings from regular payments to repay the debt
• Request for a debt waiver on DL (document list) - Staff and social workers can also refer to and consult with specialist social workers in the Payment and Integrity Division, see Social workers role in Payment and Integrity
• Financial hardship indications from multiple requests for:
• urgent payments
• weekly payments
• crisis payments
• external referrals for assistance, for example, food parcel or emergency accommodation
• change of payday (EPED change)
• high Centrepay deductions
• cancellation of Centrepay deductions

• Notes/DL - it should be noted on DL or as a DOA DOC if the customer needs help with completing forms
• EDCH - education achievements
• OCD - contact considerations such as:
• cultural diversity (for example, identifies as indigenous or South Sea Islander)
• need for interpreter or requires a different language for written information
• special considerations such as needing large font text, braille or teletypewriter (TTY)
• CRES - will identify residency and potential language barriers, may alert to past experience of torture and trauma, arrival on refugee/ Humanitarian visa
• RRSUM - Referral summary screen providing information for literacy and numeracy referrals
• Circumstances Impacting Compliance - in in Process Direct, key BIJC into the Super Key, press [Enter]. This screen provides information on literacy, numeracy, language and cultural issues. See Circumstances impacting jobseeker compliance.
• NOLS - nominee information. Select the arrangement and view the reason:
• VOL - a voluntary nominee arrangement with a family member as the nominee
• CRT - a court appointed nominee
• PAI - Power of Attorney – incapacitated, or
• POA - Power of Attorney and/or nominee is a Public Trustee or Guardian

Check for any relevant details about areas impacted by disasters on the Operational Blueprint Emergency Events page.

Check for any relevant information, including DL/Notes, for connection to Place Based Initiatives, for example, Income Management (IM) and enhanced IM.