Social worker assessment for Crisis Payment (CrP) Extreme Circumstances family and domestic violence 003-12060010

For Crisis Payment (CrP) for Other Extreme Circumstance (CrP-EXO), see New claim for Crisis Payment Other Extreme Circumstances.

Social workers must read the CRI OLC Claim Progress DOC and any annotations to check if basic eligibility has been confirmed by the Crisis Payment Extreme Circumstances Processing Team (CPECPT). Where this has not been recorded, social workers will need to confirm all other qualification criteria. This includes relationship status, current address and accommodation details. See New claim for Crisis Payment for extreme circumstances family and domestic violence.

If the social worker runs the Assisted Customer Claim (ACC) or there is an existing claim without a social work referral they must:

• create a social work Crisis Payment referral inside the claim in Process Direct and
• assign and hold the referral to themselves. See Work Optimiser for staff

Social workers must make sure the customer has the correct claim for their circumstances.

If the customer has claimed CrP under the incorrect category (EXO, EXV left home, EXV Stay at Home or EXV Perpetrator) tell them:

• the incorrect claim will need to be withdrawn and
• a new claim submitted under the correct category

Note: if the customer has a pending Income Support Payment (ISP) claim the CrP claim must be assessed and an outcome recorded to reject or grant the claim pending the ISP. Urgent processing of the ISP should be requested as part of the assessment.

The social worker must:

• use the Social Work Assessment in Progress Fast Note to add a note to the record
• review the claim details in Process Direct:
• use the Inbox tile and enter the customer’s Customer Reference Number (CRN)
• See Process Direct navigation, common screens and functions
• check that the customer is now safe, and provide immediate support if required
• start the CrP-EXV assessment. If the customer submits a claim for a CrP-EXV that has previously been rejected for the same circumstance, go to Step 17
• support the customer with other agency interventions, and
• refer the customer if carer neglect may have occurred. See Reporting, reviewing and actioning reports of carer neglect

The social worker:

• must make genuine attempts to contact the customer and third parties
• must document all contact attempts on the customer’s record within the Social Work Assessment in Process Fast Note
• can decide if there is sufficient information to make a determination, even if they cannot contact the customer

Was the contact with the customer successful?

• Yes, go to Step 4
• No, go to Step 6

Tell the customer about the assessment for CrP-EXV.

Does the customer want to continue with the claim?

• Yes, go to Step 7
• No, go to Step 5

A customer can withdraw a claim if the social worker has not made a decision. For how to record a withdrawn claim see Recording Crisis Payment (CrP) assessments - social work.

Does the customer want to withdraw their claim?

• Yes:
• The social worker must tell the customer that by withdrawing the claim they will not have any formal review rights. This is because no claim determination has been made
• Complete the Crisis payment EXV Claim Withdrawn Fast Note, answering all fields with a Y/N or N/A (do not delete the fields) and include any additional updates required
• Complete the social work Crisis Payment activity as this will allocate the claim to a Service Officer in CPECPT for processing
• Procedure ends here
• No, go to Step 7

If the social worker is unable to contact the customer, they must decide if there is enough information to continue with the claim.

Is there enough information to continue with the claim?

• Yes, go to Step 7
• No, the claim must be rejected:
• Reject the claim due to insufficient information
• Complete the CrP-EXV Grant/Reject Fast Note with the rejection code Could not contact customer (CNC)
• Complete the Social Work Crisis Payment activity
• Complete a rejection SWIS report (if required). See Recording Crisis Payment (CrP) assessments – social work
• Go to Step 15

The social worker must determine how to assess the customers claim. If the customer is

• a victim of family and domestic violence who is leaving home, and:
• has an Unreasonable to Live at Home (UTLAH) Income Support Payment (ISP) claim, go to Step 8
• has a CrP claim, go to Step 9
• a victim of family and domestic violence who is remaining at home, go to Step 11
• an alleged or actual perpetrator of family and domestic violence who is forced to leave home, go to Step 12

Does the social worker have the capability and capacity to complete the CrP-EXV assessment and the UTLAH assessment?

• Yes, the social worker will:
• assign the CrP referral to themselves
• check for UTLAH appointment and proceed with the assessment
• go to Step 9
• No, the social worker will:
• contact the customer to complete a well-being check
• follow the Business As Usual (BAU) process to request an urgent UTLAH assessment. This should include detail to indicate there is a CrP claim
• Procedure ends here

The social worker must discuss the customer's situation and provide interventions and referrals where appropriate.

In this situation, the alleged or actual perpetrator is defined as:

• partner including husbands, wives, boyfriends or girlfriends
• ex-partner including ex-boyfriends, ex-girlfriends, ex-husbands or ex-wives
• carers or paid support workers
• parent, guardian or other family members
• child
• other people the customer lives with

As part of the assessment the social worker must:

• assess and determine the customer’s eligibility for CrP-EXV under the family and domestic violence criteria
• determine if the customer left home because of family and domestic violence (extreme circumstances) and claimed within 7 days after the date the customer decides they cannot return to their previous home (for example, following a period of trauma or because it is unsafe). Social workers can use their professional discretion if there are exceptional circumstances, which has delayed the customer in lodging a claim. This includes a hospital admission because of the violence
• determine if the customer has found alternative accommodation and intends to establish a new home
• check if the customer has uploaded third party verification, or if there is a third party who can verify the family and domestic violence circumstance
• consider if a child support exemption assessment is needed or social casework

For customers not current (suspended or claim pending) on a social security benefit, social security pension or ABSTUDY Living Allowance:

• Complete the CrP EXV assessment
• Refer the customer for Immediate new claim and non-new claim priority processing or consider if an exemption may be applicable for:
• mutual obligations
• Ordinary waiting period

Note: multiple third parties or prolonged attempts to get information should not be required as this will delay the outcome for the customer. If a social worker is unable to get third party verification, they can use their professional discretion if the customer has met all other basic criteria. Document this in a CrP-EXV SWIS report.

If the customer’s CrP-EXV assessment under the category of Left Home is significantly delayed due to agency processes they may qualify for a point in time assessment. See Step 10.

Does the customer have a fraud investigation DOC on their record?

• Yes, go to Step 13
• No, go to Step 14

The point in time assessment would apply in very limited circumstances. The customer must meet all the qualification criteria for CrP-EXV. If the customer’s CrP-EXV assessment has been significantly delayed due to agency processes, the social worker can recommend a CrP-EXV claim is granted under the Left Home category.

The customer will qualify if:

• they were forced to return to the home where the family and domestic violence circumstances occurred due to financial hardship; and
• at the time of claim it was unreasonable for the customer to be expected to remain in or return to the home; and
• they have no alternative accommodation options; and
• they intended to establish a new home; and
• the customer had an immediate plan to leave the home at the time the customer submitted the claim for CrP

The social worker must obtain sufficient verification and clearly document the customer’s circumstances on their record for the Service Officer to determine the customers’ qualification for CrP-EXV.

Go to Step 14

The social worker must discuss the customer's situation and provide interventions and referrals where appropriate.

In this situation, a family member is defined as:

• a partner or parent
• a sibling or child
• other people treated as the relevant person’s relations (e.g. grandparent or ex-partner)

As part of the assessment the social worker must:

• assess and determine the customer’s eligibility for CrP-EXV under the family and domestic violence criteria
• determine if the customer has remained in the home after experiencing family and domestic violence (extreme circumstance)
• claimed within 7 days after the extreme circumstance occurred
• determine the actual or alleged perpetrator was living at the customer’s home at the time of the event
• determine if the actual or alleged perpetrator has left or been removed from the home. For example, an Apprehended Violence Order (AVO). In some cases, the family member may leave without police involvement and verification of the violent relationship will need to be sought from a third party such as:
• doctors
• domestic violence services
• legal services
• crisis workers
• other household members
• community agencies
• schools
• child care services

Consider if a child support exemption assessment is required or a social casework referral.

Note: there is no discretion for social workers to use their professional judgement.

For customers not current (suspended or claim pending) on a social security benefit, social security pension or ABSTUDY Living Allowance.

• Complete the CrP EXV assessment
• Refer the customer for Immediate new claim and non-new claim priority processing or consider if an exemption may be applicable for:
• mutual obligations
• Ordinary waiting period

Does the customer have a fraud investigation DOC on their record?

• Yes, go to Step 13
• No, go to Step 14

The social worker must discuss the customer's situation and provide interventions and referrals where appropriate.

In this situation, the other party is defined as:

• partner including husbands, wives, boyfriends or girlfriends
• ex-partner including ex-boyfriends, ex-girlfriends, ex-husbands or ex-wives
• carers or paid support workers
• parent, guardian or other family members
• child
• other people the customer lives with

As part of the assessment the social worker must:

• assess and determine the customer’s eligibility for CrP under the family and domestic violence criteria
• determine if the customer is the alleged or actual perpetrator of family and domestic violence (extreme circumstance) and claimed within 7 days after the extreme circumstance occurred
• check if there is evidence that the claimant is legally prevented from returning to the family home. For example, an Apprehended Violence Order (AVO) with an exclusion provision that prohibits the customer from living in the family home with the protected person. Legal orders issued for a short time period of 24 to 72 hours may be used as an indicator an extreme circumstance has occurred. The social worker must still confirm the claimant intends to establish a new home for the CrP to be payable

Note: there is no discretion for social workers to use their professional judgement. Evidence of police involvement and of the customer being legally prevented from returning home must be provided.

• verify that the actual or alleged perpetrator lived with the victim in the family home immediately before the family and domestic violence incident occurred and the legal order was enforced
• check if the customer needs an additional social work assessment
• make sure that the CrP-EXV assessment is completed even if the customer's social security benefit, social security pension or ABSTUDY Living Allowance is not current (suspended or claim pending). Refer the customer for immediate new claim and non-new claim priority processing or consider if a mutual obligation exemption may be applicable.

For customers not current (suspended or claim pending) on a social security benefit, social security pension or ABSTUDY Living Allowance.

• Complete the CrP EXV assessment
• Refer the customer for Immediate new claim and non-new claim priority processing or consider if an exemption may be applicable for:
• mutual obligations
• Ordinary waiting period

Does the customer have a fraud investigation DOC on their record?

• Yes, go to Step 13
• No, go to Step 14

During assessment of a CrP-EXV the social worker must contact Fraud Investigation team if:

• there is an investigation DOC on the customer’s record, and
• the DOC on the record states that an investigation is currently in progress, with the investigators name and contact details

Is there an active fraud investigation DOC on the customer’s record?

• Yes, the social worker should delay making a determination until they speak to the investigator, and the investigator has provided advice. Give the investigator 24 hours to reply before proceeding with the assessment outcome
• No, proceed with the assessment outcome, go to Step 14

Determine if the customer qualifies for CrP-EXV under the family and domestic violence provisions.

If an undelegated social worker is making the decision, they must discuss the claim determination with their Social Work Support Manager. This should be done before completing the CrP-EXV Grant/Reject Fast Note.

Use the relevant Grant/Reject Fast Note to record the determination.

Answer all fields (do not delete the fields) and include any other information relevant for the Service Officer to make a determination. This includes:

• Any additional updates to the agency record for the Service Officer to complete when finalising the claim including if the outcome letter needs to be inhibited due to safety concerns
• If the social worker initiated the claim and/or the CPECPT Service Officer has not reviewed the claim ensure the following information is provided in the Grant/Reject Fast Note
• If the customer has advised they have separated/remain partnered/are separated under the same roof
• If a password is needed to protect record
• Updates to Person Permitted to Enquire (PPE) or Person Permitted to Update (PPU) authority or nominee
• Updates to accommodation details, home/postal address. For address update include any information of the customers living arrangements and follow the Living Arrangement question set and record their answers in the Fast Note
• All retrospective address details must include the date the customer moved to the address and any sharer information. The claim cannot proceed without this information
• Participation and compliance including Circumstances Impacting Compliance (BIJC) screen with relevant circumstance. See Circumstances impacting job seeker compliance or request to code activity exemption major personal crisis (MPC)/ Family and domestic violence (D26) and exemption period
• Update to bank account details include BSB and account number
• If rejected, add one rejection code only, see Resources for a list of rejection codes and reasons
• Create a ‘CrP disclosed relationship - follow up required’ Fast Note, if the customer is recoded as single and advises they are or were partnered during the claim. Select Auto text, use Social Worker > Claims. Within the Fast Note reference the CrP-EXV SWIS report and add any details regarding the relationship

Other actions:

• If carer neglect may have occurred, see Reporting, reviewing and actioning reports of carer neglect
• If the customer has mutual obligations or participation requirements, consider completing the Job Seeker Snapshot, and other participation and compliance actions

If the CrP-EXV is:

• Granted, go to Step 16
• Rejected, go to Step 15

Tell the customer of their review and appeal rights.

Does the customer want an Explanation of Decision or to appeal the decision?

• Yes, go to Step 18
• No,
• complete the social work referral work item
• go to Step 16

• Complete the social work CrP referral work item
• Add the corresponding keyword to the claim for allocation to a Service Officer in the CPECPT for processing.

In Process Direct:

• Select Inbox from the Process Direct landing page
• Enter the customer’s CRN in the CRN field and select ‘Go’
• Select the work item showing Crisis Payment in the Benefit column
• If the warning ‘Display on access document has been found for this CRN. Review Notes/Docs before reviewing customer’ shows, select Close
• Key ‘Keyword’ in the Super Key
• Select Add
• Enter the keyword in the Search field
• CrP claims to be Granted 'CRIGRA'
• CrP claims to be Rejected 'CRIREJ'
• Select the keyword from the search result. The keyword will save
• Check Work Optimiser Inbox. Select unassign - service support referral if assigned the claim
• Note if the customer has a One Main Contact (OMC),or there is a relationship management in place complete the WLM Technical Assistance - Form - New Item, see Resources.

Go to Step 17.

If the customer requests a review of a decision for CrP-EXV, go to Table 2

If the customer wants an explanation of the decision, go to Table 3

Note: a customer’s claim cannot be granted multiple times for the same family and domestic violence incident.

Social workers should not use contingency arrangements unless directed to do so by the Social Work Services Branch.

Social Work Services Branch will be responsible for providing details on contingency processes to make sure that there is no delay to a customer's claim for CrP-EXV. See Resources page for Contingency Fast Notes.

A customer can request a reassessment if they contact within 13 weeks of receiving a decision about their CrP-EXV claim and the:

• CrP-EXV was rejected Could Not Contact (CNC), or
• claim was rejected based on the social work assessment, and the customer has contacted within 13 weeks with new information related to the same FDV incident

Any delegated social worker can complete the reassessment for the FDV eligibility component of CrP-EXV. This is if the claim is rejected by a social worker, or Service Officer in the CPECPT.

• The reassessment does not go back to the Original Decision Maker (ODM)
• The claim should be reassessed by the social worker who has received the referral
• The social worker must clearly document that a reassessment has been completed

Claims rejected by a Service Officer based on the basic eligibility criteria should be actioned by a Service Officer.

If a Service Officer will complete the reassessment the:

• social worker must run the Internal Review/Explanation script
• review will allocate to a Service Officer. See Initial contact about a decision and the review of decision process

The social worker should review the decision.

If the outcome is:

• grant, go to Step 4
• reject, go to Step 5

The social worker must:

• complete the Grant/Reject Fast Note. This should include that the review was a reassessment
• create a new referral in SWIS and a new CrP EXV report
• contact the customer to advise of the outcome. A social worker must make genuine attempts to contact a customer for a reassessment
• check the customer’s record and finalise any CrP-EXV related referrals
• if the claim is a grant,
• reindex the CrP-EXV claim, see Indexing, re-indexing and cancelling claim activities
• create a social work referral inside the reindexed claim
• complete the assessment, see Step 16 in Table 1

The social worker must:

• complete the Grant/Reject Fast Note. This should include that the review was a reassessment, and
• create a new referral in SWIS and a new CrP-EXV report
• check the customer’s record and finalise any CrP-EXV related referrals
• make genuine attempts to contact the customer to advise of the CrP-EXV outcome and give them the option of an Explanation of Decision or Formal Review.

If the customer requests an Explanation or Decision or formal review, see Table 3.

Social workers who are:

• skill tagged can complete an Explanation of Decision when a customer contacts about a decision for a CrP EXV claim in the following situations:
• The CrP-EXV claim was rejected (including CNC rejected outside of the 13 weeks)
• The customer does not have new information related to the same FDV incident
• The customer requests an Explanation of Decision after an initial decision was made or after a reassessment has been finalised
• There is a pending Internal Review/Explanation script which has not been actioned
• not skill tagged to complete an Explanation of Decision must run the Internal Review/Explanation script, and the Explanation of Decision activity will be assigned to a skill tagged social worker through Work Optimiser.

Note: an Explanation of Decision must be completed by a social worker who has completed LMS CLK1303 and CLK01252. These activities are mapped to social workers that hold the NV_CLK_SWO_Review skilltag. This ensures only suitably skilled social workers undertake an Explanation of Decision.

Socia workers in:

• Front of House, go to Step 2
• Smart centres, go to Step 3

Run the Internal Review/Explanation script. To do this open Customer Record:

• key CRI into the Payment Type the decision has been made against
• select specialist in the Process Type field
• follow the script instructions until completed

A skill tagged social worker will pick up the script.

To allocate the Explanation of Decision to a certain skill tagged social worker:

• run the Internal Review/Explanation script
• place the activity on hold immediately and assign it to the social worker undertaking the review

This means the activity will not be assigned to another skill tagged social worker.

Go to Step 4.

Smart centre social workers should consult with their SWSM, and determine who will run the Internal Review/Explanation script for their follow-up.

After the script is run the social worker should:

• place the activity on hold immediately, and
• assign it to the SME undertaking the review

This prevents the activity being assigned to another skill tagged social worker.

Smart Centre SWSMs should email the request to Smart Centre Social Work SMEs. See Social workers - referrals for contact details. They will:

• ensure they are not the original decision maker. If they are they must assign the activity to another SME to undertake the review
• complete an Explanation of Decision

Go to Step 4.

The social worker should:

• put the activity on hold
• review the previous CrP-EXV assessment and, if available, consult with the social worker involved in the original assessment
• contact the customer and if appropriate:
• support the customer to provide new information for consideration, and
• provide further support/interventions to the customer based on their presenting needs
• record Explanation of Decision work in SWIS. See Recording Subject Matter Expert (SME) referrals in the Social Work Information System (SWIS)

If the decision was:

• favourable, go to Step 5
• not favourable, go to Step 6

If the Explanation of Decision outcome is favourable:

• Complete the Grant/Reject Fast Note and a new SWIS report
• Re-index the CrP-EXV claim, see Indexing, re-indexing and cancelling claim activities
• If the claim requires urgent processing, see Step 17 in Table 1
• Contact the customer to advise of the outcome

If the Explanation of Decision outcome is not favourable:

• Complete the Fast Note and a new SWIS report
• Contact the customer to advise of the outcome and offer a Formal Review

Note: staff must make genuine attempts to contact the customer for an Explanation of Decision.

Does the customer want a formal review?

• Yes, update the script and refer to an ARO. See Tabel 1, Step 5 in Request for an explanation or application for a formal review.
• No, procedure ends here