Recording Child Support Scheme (CSS) exemption referrals – social work 003-12130050

If the assessment is not going to be resolved during the first contact, create a Fast Note - select Auto Text, use Social Worker > Claims >Social Work Assessment in progress.

Note: family and domestic violence is a prepopulated referral issue for all CSS exemption assessments recorded in the SWRA in Process Direct If the assessment does not relate to a family and domestic violence situation complete it in SWIS in Customer First. This will make sure the customer’s individual circumstances are accurately recorded.

Is family and domestic violence one of the reasons a CSS exemption is required?

• Yes, go to Step 3
• No, record the assessment in SWIS in Customer First, see Customer First tab Table 1

In Process Direct

• Select the Social Work Recording Application on the Task Selector screen
• On the Reports and Case Notes Summary screen select New
• Assessment type: From the drop down list select either:
  • Report- Child Support Scheme - Exemption
  • Report- Child Support Scheme - Partial Exemption
• Decision: From the drop down list select either Granted or Not Granted
• Is this assessment related to an existing referral?
  • For all new assessments select No from the drop down list
  • If the CSS exemption has resulted from an existing referral for a Crisis Payment (CrP) completed in the SWRA select Yes
    Note: if selecting Yes a referral ID must be entered. The referral ID can be located in the existing referral in SWIS in Customer First.

On the Consent to Record and Share screen:

• complete all of the mandatory fields and
• add third party contacts where required

Some fields on the Referral Record screen will prepopulate. Review all fields and make appropriate changes.

• Area and Location fields will prepopulate based on the user profile. Update if required
• Referral date: will prepopulate with today's date. Update if required
• Customer Status: will not pre-populate. Select appropriate option:
  • Job Seeker
  • Student
  • Carer
  • Parent
  • Not on Payment
  • Other
• Cultural background: will prepopulate based on the customer’s information. Update if required
• Interpreter used?: select Yes or No
• Referral allocated through workload manager?: select Yes or No
• Referral Source: field select appropriate option
• Customer currently on income management?: select Yes or No. If Yes, select the relevant measure from the Initiative drop down list

Referral issues will prepopulate based on Assessment type and cannot be changed unless the Assessment type is also changed by clicking ‘Previous’ and selecting another option in the drop down list.

• The referral issues will be:
  • Child Support Issues - Exemption
  • Family and Domestic Violence
  • Financial/Hardship
• Select Next to go to the Contact Record screen

• Area and Location fields will prepopulate based on the user profile and can be updated as required.
• Contact date: field will prepopulate with today's date. Update if required
• Contact Type field will prepopulate to File/Paper Assessment and cannot be changed
• Entitlement Decision, Social Work Intervention, and Outcome of Intervention fields will prepopulate based on the information recorded on the Assessment Type screen and cannot be changed
• Additional outcome of Intervention field should be completed depending on the social worker’s delegation:
  • Non delegated social workers select Assessment in progress. When the assessment transfers over to SWIS in Customer First it will save as a draft report
  • Delegated social workers select Assessment completed. When the assessment transfers over to SWIS in Customer First it will save as a draft report

All CSS exemption assessments must have a report completed and transferred to SWIS in Customer First.

• Complete all fields on the CSS Exemption Report screen with the appropriate information, including the Social Worker Assessment Summary
• The Doc: will prepopulate with specified information relating to the social worker completing the report. This information cannot be changed and should not replace a grant or rejection DOC

Note: the headings listed in the Social Worker Assessment Summary section are to help with report writing. The use of these headings is not mandatory, delete or change them if appropriate.

All CSS exemption assessments must have reports completed and transferred to SWIS.

• When all mandatory information has been recorded in the SWRA in Process Direct select Submit for the assessment to be transferred over to SWIS
• After successfully submitting the assessment record all additional contacts in SWIS in Customer First as they cannot be entered in the SWRA.

For non-delegated social workers:

The report will transfer over in draft mode and a Social Work Support Manager (SWSM) will still be required to set the report to final in SWIS.

For delegated social workers:

The report will transfer over as final in SWIS.

Social workers must record additional contacts using SWIS in Customer First, once the CSS exemption has successfully transferred.

Record contact with the customer

• Go to the customer's record in SWIS in Customer First
• Select the referral created in SWRA in Process Direct
• Select Create a new contact
• Contact Type: field select either
  • Interview in CSC - Face to Face
  • Phone Interview
  • Interview Elsewhere
  • File/Paper Assessment
• Entitlement Decision: field, leave blank as was completed in SWRA in Process Direct
• Social Work Intervention: Select one or more other options depending on the intervention provided. For Example Counselling/Support, Referral Made/Completed - F & DV Service, Accommodation etc.
• Outcome of Intervention: field select Information Collected and Assessment in Progress

Recording third party verification contacts

When social workers have received third party verification, they need to record a separate contact within the original referral via SWIS in Customer First.

• Go to the customer's record in SWIS in Customer First
• Select the referral created in SWRA in Process Direct
• Select Create a new contact
  • Contact Type: field select Interview in CSC - Face to Face or Phone Interview
  • Select File/Paper Assessment if the contact with the third party has been in the form of a statement the contact
• Entitlement Decision: field, leave black as completed in SWRA
• Social Work Intervention: field, select Discussion with Third Parties
  • Select up to two more options depending on what happened during the contact and who the third party is. For example, Advice - DHS Services
• Outcome of Intervention: field select Information Collected and Assessment in Progress

Social Work Support Managers must complete delegations in SWIS in Customer First.

• Go to the customer's record in SWIS in Customer First
• Select the referral created in SWRA in Process Direct
• Select Create a new contact
• Contact Type: field select File/Paper Assessment
• Entitlement Decision: leave blank
• Social Work Intervention: field select Delegating SW Assessments
• Outcome of Intervention: field select Assessment Completed