Recording Crisis Payment (CrP) assessments – social work 003-12130060

If a child is in immediate danger or risk of harm you must act, and a delegate must call 000. If you have concerns about a child’s safety, conduct the risk and referral process.

For Services Australia social workers only.

This document outlines the different categories and fields used by Services Australia social workers to record CrP assessments in the Social Work Recording Application (SWRA) in Process Direct and the Social Work Information System (SWIS) in Customer First.

Child safe framework

Services Australia has a zero tolerance approach to the harm of children. There are specific steps that staff must take if they see behaviour that raises concern about a child's safety. Follow Services Australia's Risk Identification and Reporting model when identifying and responding to child safety concerns.

See Risk identification and management of threats to the safety or welfare of a child for more information about this model and Services Australia’s commitment to child safety.

Record referrals and contacts

Delegated CrP referrals and contacts should only be recorded where a delegated decision is made for family and domestic violence. Social workers will complete an assessment report.

CrP assessment reports can be recorded by using either SWRA in Process Direct or SWIS in Customer First. All additional contacts relevant to the assessment must be entered in SWIS as this functionality is not yet available in SWRA.

For category ‘Extreme circumstances - Other’, an assessment report is not generated. Social workers can record a case note using either SWRA in Process Direct or SWIS in Customer First.

Assessments for family and domestic violence

Social workers have delegation for all CrP assessments for family and domestic violence. This includes where the victim is staying at home, leaving home, and where the actual or alleged perpetrator is forced to leave the home.

The requirement for social workers to get third party verification for family and domestic violence CrP assessments will depend on the claim type.

Assessments for extreme circumstances 'other'

Claims for most 'Crisis Payments - extreme circumstances (other)' do not need the involvement of a social worker. However, social workers may be asked to complete an assessment if the customer’s circumstances are highly sensitive.

Withdrawn Crisis Payment claims

Customers can withdraw their claim for CrP if they no longer want to claim. The action required by the social worker depends on whether the customer withdraws the claim themselves online or requests for this action to be completed on their behalf.

Where the customer lodged a CrP claim and withdraws their claim social worker can record a Crisis Payment Claim Not Pursued Case Note using SWRA.

Where a customer is not eligible but either still wishes to pursue a CrP claim, the claim must be rejected and a report can be completed.