Unsupported under 16 year olds to be immediately referred to a Services Australia social worker 003-12030020

Advise the customer they will need to speak to a Services Australia social worker and this will be arranged immediately.

Search for an existing file for the customer.

• If the customer’s file exists as a child record, convert the child Customer Reference Number (CRN) to a customer record and update the customer’s record accordingly. See Searching for a customer on the system
• If there is no existing file for the customer, add them to the system. See Adding a customer to the system

Note: if for any reason, e.g. system outage, it is not possible to convert or create a record for the customer, Service Officers must still immediately refer the child to a social worker.

Is the customer at a service centre?

• Yes, go to Step 2
• No, go to Step 3

Refer them to the local social worker for immediate assistance by contacting the local social worker directly.

Is a local social worker available?

• Yes, refer to the social worker immediately. Go to Step 4
• No, go to Step 3

Warm transfer to the Social Work Line and explain the situation.

If no social workers are available, Service Officers are directed to run the Social Worker Referral guided procedure. Select Young Person 15 years and under as the referral reason.

Note: do not run the guided procedure on a child CRN or another person's record e.g. a parent of the customer.

If there are concerns about the safety of the child, follow Services Australia's child may be at risk of harm process.

Record details of the interaction with the customer on a DOC

Note: Child Safety Reporting or other sensitive information must not be recorded on customer records. Do not record any information about the interaction on another person’s record e.g. a parent of the customer.