Social worker assessment for Crisis Payment (CrP) Extreme Circumstances family and domestic violence 003-12060010
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Social workers - referrals contact details for smart centre Social Work Subject Matter Experts (SME)
WLM Technical Assistance – Form and template
WLM Technical Assistance - Form
Include the following details in the form
Tick the box: I have reviewed the Workload Management Technical Assistance SharePoint page and FAQ tile.
Your Name:
Your Site:
Your Role:
Programme: Non New Claim
Sub Programme: Crisis Payment
Escalation reason: Workload Management assistance to find workload solution
CRN:
Work Item Type:
Operational Blueprint/Workload Operational guide referenced: 003 -12060010
Outline of the workload issues: customer has a Managed Service Plan (MSP) in place, manual allocation of CrP-EXV claim required to CPECPT.
Details of action required: allocation of CrP-EXV claim to CEPCT for claim finalisation
Submit
Managed Service Plan (MSP) - Customer serviced through a One Main Contact (OMC)
Table 1 This table contains the text templates for Social Workers to email the relevant One Main Contact team requesting assistance to contact the customer.
|
Item |
Description |
|
1 |
Social Workers are to determine the contact arrangements for the customer recorded in the Managed Service Plan (MSP) and send an email using the template below. Contact arrangements will determine if email is sent to either: Face to Face customer management or Internal contact for Personalised Services Centrelink |
|
2 |
Email template: Email subject: OMC contact required for CrP-EXV claim Email body: Contact with OMC and back up listed on customers record has been unsuccessful. Contact is required regarding pending CrP-EXV claim, please arrange for OMC or back up to contact -insert name / logon- as soon as possible. Customer name: Customer CRN: Claim Date: Attempted contact with the OMC and backup OMC: date/times |
Rejection codes and reasons
Table 2
Fast Notes
Social workers need to use the following Fast Notes to document the claim determination:
- Grants and rejections, select from the applicable options:
- select Auto text, use Social Worker > Claims > Grant/Reject - Stay in Home Crisis Payment
- select Auto text, use Social Worker > Claims > Grant/Reject - Leaving Home Crisis Payment
- select Auto text, use Social Worker > Claims > Grant/Reject - CrP Perpetrator
- Withdrawn claims:
- select Auto text, use Social Worker > Claims >Crisis Payment Claim EXV/EXO Withdrawn
Financial Verification
If a Service Officer requests verification of financial hardship via the social work referral, DOC or verbally, check if the customer can upload financial verification to their agency record and support them to do so.
In limited circumstances, a social worker can take a verbal verification of financial hardship. To complete the financial hardship verification the social worker should consider:
- funds available for other essential expenses such as utilities cannot be exempt from the assessment. If the customer has funds over the allowable limit, they must be deemed ineligible for CrP
- joint bank accounts. These must be included in the assessment. However if the account is considered unrealisable these funds may be excluded. See Unrealisable assets under the Assets Test hardship provisions