New claim for Crisis Payment after customer released from prison or psychiatric confinement 003-07030030

Customers released from custody may contact to claim for a CrP-PRI or a CrP-PRI work item may be allocated for suitably skilled Service Officers to assess.

If the customer:

• asks about claiming or has unsuccessfully tried to lodge a claim online, go to Step 2
• asks about a submitted CrP-PRI claim, go to Step 10
• asks to withdraw their claim see Withdrawal of claims. Procedure ends here
• requests reassessment of a rejected claim, see Reviewing and reassessing Crisis Payment (CrP). Procedure ends here
• lodged a claim or a reassessment request that has been allocated for processing, see Table 2 > Step 1

If a customer has not yet claimed CrP-PRI and has been released from custody, discuss:

• CrP-PRI eligibility
• claiming options
• evidence requirements

Does the customer want to claim CrP-PRI now?

• Yes, go to Step 4
• No, go to Step 3

Do not start a claim for CrP-PRI if the customer:

• says they do not want to claim
• has incorrectly asked about CrP-PRI

Customers may decide to claim later. In all cases where a claim is not made immediately:

• Explain to the customer there are no review or appeal rights, as they did not claim and had their eligibility assessed
• Record the customer’s intent to claim a CrP-PRI using Fast Note: select Auto text, use Emergency > Claim > CrP Intent to Claim
• Tell the customer if they do want to claim for this event, they must lodge a claim within 14 days from this contact
• Ask the customer if they would like to test their eligibility for an Urgent Payment or Advance Payment

If needing more help, use the appropriate escalation method.

Procedure ends here.

To be eligible for CrP-PRI, a customer must be receiving, or claimed and be qualified, for one of the following:

• social security pension
• social security benefit
• ABSTUDY (ABY) Living Allowance

Customers may have received payments before being in custody and had their payments suspended (SUS-IMP). If the customer's payments were suspended, they may be eligible to have their payment restored.

Is the customer getting, or have they made a new claim for, a social security pension, a social security benefit, or ABSTUDY Living Allowance?

• Yes, go to Step 8
• No, and the customer:
• received payment before being in custody and had their payment suspended (SUS-IMP), go to Step 6
• did not receive payments, go to Step 5

Some customer’s payments may have been cancelled for failing to report (CAN/FRP) since admission to custody. Contact the Face to Face Incarcerated Customer Servicing Team.

Tell the customer to submit claims online for:

• a social security pension, social security benefit or ABSTUDY Living Allowance on the day of contact, see Payment and Service Finder
• CrP-PRI, after they have submitted the first claim

If the customer is claiming online, record an intent to claim using Fast Note. Select Auto text, use Emergency > Claim > CrP Intent to Claim.

If the customer is unable or unsuitable to complete an online claim, offer an Assisted Customer Claim (ACC).

CrP-PRI claim cannot be granted on a date before a social security pension, social security benefit or ABSTUDY Living Allowance claim. It will be rejected with an NQP - no qualifying payment reason.

Has the customer lodged a social security pension, social security benefit or ABSTUDY Living Allowance claim?

• Yes, go to Step 8
• No, procedure ends here

If the customer's payments were suspended, they may be eligible to have their payment restored.

Confirm custody details

• Check DL/Notes for the admission and/or release DOC.
• Check Documents for evidence. Make sure it:
• contains the relevant information
• does not appear to be altered

If confirmation is needed:

• see the Confirming admission and release instructions for the relevant state or territory Corrective Services
• for more details, see:
• Centrelink service standards and procedures for pre-release and post-release prison customers
• Confirming prison admission and release dates

Determine if a customer’s payment can be restored after their custody details are confirmed.

Has the social security pension, social security benefit or ABSTUDY Living Allowance been restored?

• Yes, go to Step 8
• No, restore the customer's payment, go to Step 7

Check if the customer has access to Centrelink Online services, or help them set up an account.

Tell the customer that they can lodge a CrP-PRI claim online by selecting:

• Payments and Claims
• Make a new claim
• Crisis Payments
• Other Extreme Circumstances
• Apply for Crisis Payment for Release from Prison or Psychiatric Confinement

Is an ACC required?

Yes,

• tell them it will take approximately 15 minutes to help them with the claim, go to Step 8

No,

• customers may decide to claim later. In all cases where the CrP-PRI is not made immediately:
• Tell the customer there are no review and appeal rights if a claim is not made
• Record the customer's intent to claim a CrP-PRI using Fast Note select Auto text, use Emergency > Claim > CrP Intent to Claim
• Tell them they must submit a claim within 14 days from the contact date
• Procedure ends here

Customer details may need updating before starting the ACC.

• Select the Assisted Customer Claim
• Enter the Customer Reference Number (CRN) and select Go
• Select Make a claim
• Select Crisis Payments
• Select Get Started
• Select Apply for Crisis Payment for Release from Prison or Psychiatric Confinement

Does Apply for Crisis Payment for Release from Prison or Psychiatric Confinement show on the screen?

• Yes, go to Step 9
• No, go to Step 10

Read and complete the Eligibility Check questions with the customer

• Select Begin
• Read the Privacy Notice to the customer and ask if they want to hear the full privacy agreement. Read this to the customer if requested. The customer must agree to the privacy agreement before starting the claim

Read the questions to the customer and select their answer.

If the Service Officer is streamed out of the claim because the customer does not the meet eligibility requirements, go to Step 10

Otherwise, continue with the ACC, go to Step 11

After the initial eligibility questions, if one or more of the eligibility requirements have not been met, an online claim or ACC will not allow the claim to be completed.

Explain to the customer why the CrP-PRI eligibility requirements were not met.

If the Service Officer is streamed out of the claim because the customer does not meet one of the eligibility criteria, the claim will not be submitted.

If this is the case:

• record the customer’s intent to claim using Fast Note, select Auto text, use Emergency > Claim > CrP Intent to Claim
• and if the customer insists on claiming, issue a Claim for Crisis Payment Release from Prison or Psychiatric Confinement (SU508)

Procedure ends here

Check all information is correct on the Review your claim page. If answers need to be corrected, select the relevant Update button.

Claim declaration/evidence requirements

• Select the my obligations hyperlink (bottom of review page) and read the Claim Declaration to the customer, select Next
• Read Ask them if they understand, select Next

Review Next Steps

The ACC will remain in Draft status until the customer or Service Officer submits the claim.

Depending on their answers, the system may ask customers to supply evidence of release from custody.

Mark Required evidence as received when the evidence has either:

• been provided, verified, or is not required
• been verified by the Face to Face Incarcerated Customer Servicing Team

If the required documents cannot be provided, tell the customer to:

• upload the information and verification documents
• submit the claim online
• procedure ends here until their claim can be submitted

Once appropriate action is taken, select Confirm Information

Select Submit

To assess the claim, see Table 2 > Step 3

Open the claim in Process Direct.

Review the Claim Progress DOC on DL/Notes, any scanned documents and the claim information.

If confirmation of custody details are needed, contact the relevant Confirming admission and release team in the state and territory Corrective Services.

For more information, see

• Centrelink service standards and procedures for pre-release and post-release prison customers
• Confirming prison admission and release dates

Is the claim ready to process?

• Yes, see Table 2 > Step 3
• No, if the:
• the claim is not ready to process, advise the customer of the outstanding action required. Once the claim is ready to process it will be allocated to a suitably skilled Service Officer. see Table 2 > Step 3
• Procedure ends here

Workload Management allocates CrP-PRI work items to suitability skilled Service Officers.

For a request for reassessment work item, do not re-index the rejected claim, assess the original claim via the Claim ID.

If a manual search with a CRN or Claim ID is needed, in Process Direct:

• Select the Inbox tile
• Enter CRN or Claim ID
• Select Go
• CrP-PRI claim should appear in the Work Items table
• Select the CrP-PRI work item

• Select to view the Claim Summary
• Select
• Review the Claim Summary in a new window if needed. Key details include:
• Tasks
• Notes
• Relationship Status
• Australian residence

Check Benefit Status and Benefit History to determine the status of any current or previous social security pension, social security benefit or ABSTUDY Living Allowance payments.

Check DL/Notes for:

• admission and release DOCs
• a claim for a social security pension, social security benefit or ABSTUDY Living Allowance
• whether the customer has previously been paid CrP-PRI for the same circumstance

Check Documents for evidence uploaded online or scanned to their record. Make sure the document:

• contains the relevant information
• does not appear to be altered

If confirmation of custody is needed,

• see the Confirming admission and release instructions for the relevant state and territory Corrective Service.
• for more details, see:
• Centrelink service standards and procedures for pre-release and post-release prison customers
• Confirming prison admission and release dates

A social security pension, social security benefit or ABSTUDY Living Allowance is not payable to a person who:

• has been charged with a criminal offence
• is in prison or a psychiatric institution

Note: CrP-PRI is not payable if the customer is released from prison later than originally scheduled. See Resources for examples.

Is the customer receiving a social security pension, social security benefit or ABSTUDY Living Allowance?

• Yes, and the Service Officer is:
• suitably skilled to process CrP-PRI, go to Step 7
• not suitably skilled to process CrP-PRI, the claim will be allocated to a suitably skilled Service Officer. Procedure ends here
• No, go to Step 5

If the customer's payment:

• is currently suspended (SUS-IMP), see Restoration of payments (CLK)
• when restored, go to Step 6
• is cancelled-failed to report (CAN-FRP), contact the relevant Incarcerated customer directory team for advice and appropriate action
• if restored, go to Step 6
• if not, procedure ends here
• has been claimed and not yet processed:
• See Immediate new claim and non-new claim priority processing to have the claim assessed
• Annotate the social security pension, social security benefit or ABSTUDY Living Allowance Progress of claim DOC with information and a request to update the status of the CrP-PRI claim to ‘In Process’ once the claim has been completed
• Update the Status of the CrP-PRI claim to ‘On Hold’ with On Hold Reason Waiting ISP
• Place the claim On Hold for one day
• Procedure ends here
• has not been suspended or cancelled, go to Step 6

If a customer’s payment was not cancelled or suspended while they were in custody, confirmation of the custody period is needed.

Note: if the Service Officer is not suitably skilled to process CRP-PRI, the claim will be allocated to a suitably skilled Service Officer. Procedure ends here

Has the period in custody been confirmed and the Service Officer is suitably skilled to process CrP-PRI?

• Yes, and the time in custody is less than the applicable suspension time, except PPP:
• contact the customer. Tell them their payment will be suspended from the day after their custody started, and restored from the day of release
• suspend the payment from the day after their custody started
• restore the payment from the day of release
• go to Step 7
• Yes, and the time in custody is more than the applicable suspension time or the customer is current on PPP:
• Contact the customer. Tell them their payment will be cancelled from the day after their prison term started, and to lodge a new claim
• Cancel the payment from the day after their custody started
• Offer Assisted Customer Claim (ACC) for a social security pension, social security benefit or ABSTUDY Living Allowance
• go to Step 7
• No, period in custody not confirmed and the Service Officer is
• suitably skilled to process CrP-PRI, go to Step 7
• not suitably skilled to process CRP-PRI, the claim will be allocated to a suitably skilled Service Officer. Procedure ends here

If the claim is for a reassessment request, updates will need to be completed in a separate activity outside the claim, go to Step 8

Select Process at bottom right of the claim to start processing. Do not start coding before selecting Process. This will result in errors.

The Task Selector preselects required screen/s. Select any others that require updating. Screens can also be accessed directly via Super Key

Update the flagged/selected tasks where applicable:

The claim collects the details for the CrP-PRI circumstances. The questionnaire includes information entered in the claim

• If the screen does not appear in the claim flow, go to the CRISIS_PRI screen
• Confirm the recorded details match the claim and/or evidence provided
• To make updates:
• Select Edit
• Change Crisis Payment (Prison Release) will display
• Make updates
• select Save
• select Next

If payment destination details are already recorded, check they match the claim.

If needed, update PAS details. See Changing payment destination

Unless an exemption has been granted, a customer’s payment must be paid into the customer’s account in a bank, credit union or building society.

Note: if there is an existing payment nominee arrangement, Service Officers must confirm with the customer that the nominee arrangement is still current before issuing payments. If the customer decides to cancel, see Cancelling a nominee arrangement

Select Next

If bank account details are already recorded, confirm they match the claim including the balance on the SVS screen.

If needed, complete any updates on SVS and SVDI. For more details, see Coding income and assets for Centrelink payments and services.

The system automatically assesses liquid assets already recorded such as shares and bonds. Once provisional claim data has been confirmed and a grant or reject outcome is displaying on the Entitlements (ELD) screen.

The CRISIS_PS screen will show the customers:

• total liquid assets at the time the claim was lodged
• liquid asset threshold (the maximum amount of liquid assets a customer can have to be considered in severe financial hardship)

Evidence to determine financial hardship may be requested where there is doubt about the validity of the information in the claim.

Service Officers must document the Claim Progress DOC if evidence of financial hardship is required.

Select Next.

Go to Table 4.

Workload Management allocates CrP-PRI work items to suitability skilled Service Officers.

If a customer has submitted a paper claim, an SOA shell creates automatically. Transfer claim answers to the SOA shell and add a new row to CRISIS_PRI.

If a manual search with a Customer Reference Number (CRN) or Claim ID is needed, in Process Direct:

• Select Inbox
• Enter CRN or Claim ID
• Select Go
• The customer's CrP-PRI claim should appear in the Work Items table
• Select the CrP-PRI work item

From the Transaction Summary (TS) screen:

• Select to display the icons and check information relevant to the claim, including:
• Tasks
• Notes
• Known relationships
• Documents – to view documents the customer provided
• Select the Claim for Crisis Payment Release from Prison or Psychiatric Confinement (SU508) form
• Check:
• the customer has completed all answers and signed the claim. For more details, see Claim lodgement of Centrelink claims
• DOR is the date Services Australia received the claim

Check Benefit Status and Benefit History to determine the status of any current or previous social security pension, social security benefit or ABSTUDY Living Allowance payment.

Check DL/Notes for:

• admission and release DOCs
• a claim for a social security pension, social security benefit or ABSTUDY Living Allowance
• if the customer has previously been paid CrP-PRI for the same circumstance

Select Documents from the Icon menu. Check evidence make sure they:

• contain the relevant information
• does not appear to be altered

If confirmation of custody is needed, see the Confirming admission and release instructions in the relevant state and territory Corrective Service.

For more details, see

• Centrelink service standards and procedures for pre-release and post-release prison customers
• Confirming prison admission and release dates

A social security pension, social security benefit or ABSTUDY Living Allowance is not payable to a person who:

• has been charged with a criminal offence
• is in prison or a psychiatric institution

Note: CrP-PRI is not payable if the customer is released from prison later than originally scheduled. See Resources for examples.

Is the customer receiving a social security pension, social security benefit or ABSTUDY Living Allowance?

• Yes, and the Service Officer is
• suitably skilled to process CrP-PRI, go to Step 6
• not suitably skilled to process CrP-PRI, the claim will be allocated to a suitably skilled Service Officer. Procedure ends here
• No, and payment:
• is currently suspended (SUS-IMP), see Restoration of payments (CLK)
• is cancelled-failed to report (CAN/FRP), contact relevant Incarcerated customer directory team for advice
• No, and payment is cancelled for any other reason:
• handoff to have immediate claim completed. Include request for a CrP-PRI claim status change to In Process, once claim is complete
• Hold the claim for one day
• update the CrP-PRI claim Progress of Claim DOC to state awaiting claim processing
• Procedure ends here
• No, and payment has not been suspended or cancelled, go to Step 5

If the customer's payment:

• is currently suspended (SUS-IMP), see Restoration of payments (CLK)
• when restored, go to Step 6
• is cancelled-failed to report (CAN-FRP), contact the relevant Incarcerated customer directory team for advice and appropriate action
• if restored, go to Step 6
• if not, procedure ends here
• has been claimed and not yet processed:
• See Immediate new claim and non-new claim priority processing to have the claim assessed
• Annotate the social security pension, social security benefit or ABSTUDY Living Allowance Progress of claim DOC with information and a request to update the status of the CrP-PRI claim to ‘In Process’ once the claim has been completed
• Update the Status of the CrP-PRI claim to ‘On Hold’ with On Hold Reason Waiting ISP
• Place the claim On Hold for one day
• Procedure ends here
• has not been suspended or cancelled, go to Step 6

Customers may have their payments restored after a specific period or suspension:

• 13 weeks for most social security pension or benefit
• 15 weeks for ABSTUDY Living Allowance
• 2 years for Disability Support Pension

Note: Parenting Payment Partnered (PPP) cannot be suspended.

For more details, see Suspension of payments (CLK).

If a customer’s payment was not cancelled or suspended while they were in custody, a warning appears on ELD. Confirmation of the custody period is needed.

Note: if the Service Officer is not suitably skilled to process CRP-PRI, the claim will be allocated to a suitably skilled Service Officer.

Has the period in custody been confirmed and the Service Officer is suitably skilled to process CrP-PRI?

• Yes, and the time in custody is less than the applicable suspension time, except PPP:
• contact the customer. Tell them their payment will be suspended from the day after their custody started, and restored from the day of release
• suspend the payment from the day after their custody started
• restore the payment from the day of release
• Go to Step 7
• Yes, and the time in custody is more than the applicable suspension time or the customer is current on PPP:
• contact the customer. Tell them their payment will be cancelled from the day after their prison term started, and to lodge a new claim
• cancel the payment from the day after their custody started
• offer Assisted Customer Claim (ACC) for a social security pension, benefit or ABSTUDY Living Allowance
• Go to Step 7
• No, period in custody has not been confirmed and the Service Officer is
• suitably skilled to process CrP-PRI, go to Step 7
• not suitably skilled to process CRP-PRI, the claim will be allocated to a suitably skilled Service Officer. Procedure ends here

Select Process at bottom right of the claim to start processing. Do not start coding before selecting Process. This will result in errors.

The Task Selector preselects required screen/s. Select any others that require updating. Screens can also be accessed directly via Super Key

Update the flagged/selected tasks where applicable:

Transfer information from the paper claim to the Crisis Payment Questionnaire:

• Select Add
• Create Crisis Payment (Prison Release) will show
• Make updates if needed

Has the prison or psychiatric release details been verified?

• Yes,
• Select Yes in Prison or Psych Confinement for 14 days or more
• Insert Actual Release date (dd/mm/yyyy)
• Insert Prisoner ID (or MIN number)
• Insert Name of Facility
• Select Suburb
• Select Save
• Select Next
• No, customer is not eligible:
• Select No in Prison or Psych Confinement for 14 days or more
• Insert Actual Release date (dd/mm/yyyy), if provided
• Insert Prisoner ID (or MIN number), if provided
• Insert Name of Facility, if provided
• Select Save
• Select Next

If the payment destination details are already recorded, check the details match the claim. If needed, update the PAS details.

For more details, see Changing payment destination.

Unless an exemption has been granted, a customer’s payment must be paid into the customer’s account in a bank, credit union or building society.

Note: if there is an existing payment nominee arrangement, Service Officers must confirm with the customer that the nominee arrangement is still current before issuing payments. If the customer decides to cancel, see Cancelling a nominee arrangement

Select Next

If bank account details are already recorded, confirm they match the claim including the balance on the SVS screen.

If needed, complete any updates on SVS and SVDI. For more details, see Coding income and assets for Centrelink payments and services.

Evidence to determine financial hardship may be requested where there is doubt about the validity of the information in the claim.

If evidence is needed, document the Progress of claim and/or Grant/Reject DOC.

The system automatically assesses liquid assets already recorded such as shares and bonds. Once provisional claim data has been confirmed and a grant or reject outcome is displaying on the Entitlements (ELD) screen.

The CRISIS_PS screen will show the customers:

• total liquid assets at the time the claim was lodged
• liquid asset threshold (the maximum amount of liquid assets a customer can have to be considered in severe financial hardship)

Select Next

Go to Table 4.

Check the CrP-PRI claim Status.

Has the CrP-PRI claim previously been rejected?

• Yes, and the claim outcome is
• changing to Grant, reindex the original claim ID, once the claim is re-indexed, go to Step 2
• not changing to Grant, go to Step 14
• No, go to Step 2

The customer must be inside Australia and living in Australia on the date of claim to be granted a CrP-PRI.

The system will check if the customer is recorded as being outside Australia or living in another country. If so, it will show ‘SR598 - Customer may not be in Australia’. If this warning shows:

• Check the Travel Outside Australia (TOAS) screen to see if the customer is outside Australia
• Refresh the immigration datalink
• If the record shows they are outside Australia, but the Service Officer believes they are in Australia, see Activating the Department of Home Affairs datalink and contingency procedures if datalink is unavailable
• Check Country of Residence (CRES) screen to see if the customer is living in Australia

Was the customer in Australia when the CrP-PRI claim was lodged?

• Yes, go to Step 3
• No, the customer is not eligible. Reject the claim:
• Go to the CRISIS_PRI screen
• Select Edit
• Update the Manual rejection field to NIA - Not in Australia
• Select Save then Next
• Go to Step 6

A customer must contact Centrelink within 7 days of the date of release from prison or psychiatric confinement.

After the initial contact, the customer must lodge the claim within 14 days. See Contact requirements for Crisis Payment (CrP).

If the customer lodges the claim between 8 and 21 days after the event date, the following warning will display:

'SR623 - Prison Actual Release date is between 8-21 days, check contact date'

Note: the event date is Day 0. See Resources for examples.

When did the customer lodge the CrP-PRI claim?

• Within 7 days after event date, go to Step 5
• Within 8-21 days after the event date (SR612 warning message displays), go to Step 4
• 22 days or later after event date, the customer is not eligible:
• The system will show the rejection reason LOD on the ELD screen
• Go to Step 6

Check DL/Notes for any contact about a CrP, or seeking a payment or concession card, within 7 days of the date of the circumstance (event).

If there is a record of contact, then the customer satisfies the contact requirements for the claim. Deemed provisions apply to this claim. See Contact requirements for Crisis Payment (CrP).

Did the customer contact the agency within 7 days of the circumstances (event) date?

• Yes,
• Go to the CRISIS_PRI screen
• Select Edit and update the Override LOD rejection field to Yes
• Select Save
• Select Next
• Go to Step 5
• No, the customer is not eligible
• the system will display rejection reason LOD on the ELD screen
• Go to Step 6

The customer must have:

• spent 14 or more days in prison or psychiatric confinement, and
• been charged with committing an offence

Note: customers who have been in psychiatric confinement but have not been charged with committing an offence are not eligible for CrP-PRI.

If the details cannot be confirmed on the customers record and/or the release documents supplied are not clear:

• see the relevant state or territory’s Confirming admission and release instructions
• confirm custody period and specific dates
• check the customer did not receive a CrP-PRI in the 14 days before the event date on the CRISIS_PS screen

Is there confirmation the customer was in custody for 14 days or more because they were charged with committing an offence?

• Yes, go to Step 6
• No, the customer is not eligible. Reject the claim:
• Go to the Crisis_PRI screen
• Select Edit
• Update the Manual rejection field to L14 - Period of imprisonment is less than fourteen (14) days
• Select Save
• Select Next
• Go to Step 6

Review the Entitlement (ELD) screen for the correct outcome.

Once the provisional data has been checked and confirmed, check the expected outcome is reflected, select Assess.

Note: do not Finalise

Clear any warnings or errors showing on the SWE screen.

Is the correct outcome reflected?

Yes, and:

• the claim is REJ-NQP - Customer is not on a qualifying payment, go to Step 7
• for all other outcomes, go to Step 8

No:

• Go to the CRISIS_PRI screen
• Check all data is entered correctly
• Where a manual grant or rejection is required: update either the Manual Rejection reason or Manual Grant indicator field. See the Resources page for a list of rejection codes and reasons
• Select Save
• Select Next
• Select Assess
• Go to Step 9

On the day which the claim for CrP-PRI is made, or taken to be made, a social security pension, social security benefit or ABSTUDY Living Allowance must be granted and payable to qualify a person for CrP-PRI.

Determine if a claim for a social security pension, social security benefit or ABSTUDY Living Allowance is pending processing.

Is there a claim pending processing?

• Yes:
• Request Immediate new claim priority processing
• Annotate the social security pension, social security benefit or ABSTUDY Living Allowance Progress of claim DOC with information and a request to update the status of the CrP-PRI claim to 'In Process' once claim has been completed
• Update the Status of the CrP-PRI claim to On Hold using reason Waiting on ISP
• Place the claim On Hold for one day
• Procedure ends here
• No, there is no pending claim. The customer is not eligible for CrP-PRI:
• The system will display rejection reason NQP on the ELD screen
• Go to Step 8

When the CrP-PRI claim outcome is displaying correctly as:

• Grant, go to Step 10
• Reject, go to Step 9

Make genuine attempts to contact the customer before rejecting the CrP-PRI claim to explain the decision and advise the customer of their review and appeal rights.

If suspected fraud is identified, contact is not required, see Report suspected fraud and corruption.

Do not contact the customer to ask for more information if they did not provide verifiable evidence.

If the first contact attempt is:

• successful, tell the customer the decision. Go to Step 10
• unsuccessful:
• Annotate the Claim Progress DOC with all relevant information
• Update Status to On Hold with On Hold Reason Pending - Contact with the customer and On Hold Expiry Date as today's date
• Procedure ends here

If the second contact attempt is successful or unsuccessful, go to Step 10

A decision letter will be sent unless the customer has concerns for their safety if a letter is sent.

Before inhibiting the letter, Service Officers must:

• clearly explain the outcome and their appeal rights
• document the record:
• the customer has been advised verbally of the outcome and their appeal rights
• reason for inhibiting the letter is due to safety; and
• the customer has acknowledged a letter will not be sent to them

If this has not occurred, the letter cannot be inhibited.

• From the ELD screen go to the ASC screen
• In Letter Action select Inhibit Letter
• Select Update
• Review ELD for correct outcome
• Select Finish
• Review the pre-populated Claim Finalisation DOC and add any additional information if required
• Select Finalise
• Select OK

If the claim is selected for QMA:

• annotate the Progress of Claim DOC with any additional instructions required
  ‘Crisis Payment must be paid via PDC - QMO to action after grant’
  ‘QMO to inhibit letter advice to customer on ASC’
• request urgent QMA completion, see Urgent QMA process for Smart Centres, Face to Face Services and Service Delivery Partners
• procedure ends here

If the CrP-PRI claim outcome is a:

• Grant, and the customer:
• has a court appointed or involuntary payment nominee arrangement e.g. Public Trustee, go to Step 11
• does not have a payment nominee, go to Step 12
• Reject, go to Step 14

If the customer's payments are directed to a court appointed or involuntary payment nominee e.g. Public and State Trustees, the payment must be made to the payment nominee. This is because the customer is legally unable to handle their own affairs.

The payment cannot be paid to the customer directly or via Priority Direct Credit (PDC).

Go to Step 14.

Use PDC to pay the customer.

Only consider an EBT card if these options are unavailable.

For Farm Household Assistance (FHA) customers:

• Approval of the customer's Social Service Plan (SSP) must be done before paying the Crisis Payment
• The system will automatically approve this within 15 minutes
• To check if the SSP has been approved, see Navigate to SSP
• Once approved, pay the Crisis Payment using RTGS

Otherwise, the payment will be directly credited the following business day.

Go to Step 13.

Some other considerations for customers released from custody include:

• Hardship Advance
• deferring their debt recovery
• reducing or suspending advance payment repayments
• granting a temporary exemption from mutual obligations
• Centrepay
• vulnerability indicators

For more details, see Centrelink service standards and procedures for pre-release and post-release prison customers.

When the customer is not eligible for CrP-PRI, the original claim is not to be re-indexed.

Where the customer has not previously been contacted, contact is required to discuss the reassessment outcome:

• if the customer is not present make genuine attempts to contact
• tell the customer the claim cannot be re-indexed
• after discussing the decision, give the customer their internal review options

If the reassessment request has been received via a Work Item, annotate the DOC with the relevant information including the decision, and complete the Fast Note work item.

If the customer needs extra help from a social worker:

• attempt a warm transfer to a social worker
• if a social worker is not available, create a Social Work Referral

Note: where the customer has provided new information that needs to be updated on their record, refer to appropriate Operational Blueprints for further instructions to update within a separate activity.

If the customer's details have changed since their claim has been assessed, invite them to test their eligibility for CrP-PRI based on their current circumstances.

Procedure ends here.