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)
  • NMA (no maintenance action) - customer's Family Tax Benefit (FTB) payments are reduced due to failure to meet Maintenance Action Test (MAT). See Maintenance Action Test (MAT) for Family Tax Benefit (FTB) customers
• 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
• ABH/ PNSH/ PGCH - for Imprisonment (IMP)
• 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). See Accessible letters for customers who are blind or have low vision
• CRES – will identify historical and current country of residence, may alert to past experience of trauma and potential language barriers
• RSRD, RSREX – will display information about the customer’s visa class, including if a customer is a refugee, holds a Temporary Protection/Humanitarian Concern visa or Removal Pending visa. See Residence and Portability screens
• 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.