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

Create a Fast Note - select Auto text, use Social Worker > Claims > Social Work Assessment in progress.

When the social worker assessment has been completed and a decision made recommending whether the payment should be Granted or Not Granted, the outcome must be recorded. All social workers are to complete the official Fast Note corresponding with the relevant claim and decision type. See Social worker assessment for Crisis Payment (CrP) Extreme Circumstances family and domestic violence.

In certain circumstances social workers may be required to record the assessment by completing a CrP report. See Table 5 for further information.

Will a report be completed as part of this assessment?

• Yes, go to Step 3
• No, go to Table 4

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 Report- Crisis Payment and either:
• Left Home
• Stay at Home
• Perpetrator
• Decision: In the drop down list select either Granted or Not Granted
• Is this assessment related to an existing referral?
• For all new assessments select No
• If the Crisis Payment has resulted from an existing Child Support Scheme (CSS) Exemption or Unreasonable to Live at Home (UTLAH) Assessment completed using 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 Customer First

On the Consent to Record and Share screen:

• Complete all of the mandatory fields
• 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 needed
• Referral date: will prepopulate with today's date. Update if needed
• 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 needed
• Interpreter used?: select Yes or No
• Referral allocated through workload manager?: select Yes or No
• Referral Source: field select:
• Customer if an online Crisis Payment claim was completed, or
• DHS. In the drop down list select appropriate option, that is. Booked appointment, Child Support, Medicare, Personalised Services, Service Centre, Smart Centre
• 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 To change the Assessment type select ‘Previous’ and then select another option in the drop down list.

• The referral issues will be ‘Crisis Payment- Left home’ or as applicable and
• ‘Family and Domestic Violence’
• ‘Homelessness’
• 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 needed
• 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 the Crisis Payment report will save as draft after transferring over to SWIS in Customer First
• Delegated social workers select Assessment completed the Crisis Payment report will save as final after transferring over to SWIS in Customer First

Note: Social Work Support Managers, recording the delegation of decisions for non-delegated social workers, must access the report via SWIS after all other contacts are recorded.

Complete all fields on the Crisis Payment Report screen with the appropriate information, including the report in the Social Worker Assessment Summary field.

The DOC: will pre populate 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. They are not mandatory and can be deleted or changed as appropriate.

When all fields are completed select Submit to transfer the information into SWIS Customer First.

Social workers must record additional contacts in the original referral created by the SWRA in Process Direct using SWIS in Customer First. Use SWIS to record mandatory contacts for the interview with the customer and any third parties.

Record contact with the customer

• Go to the customer’s record in SWIS Customer First
• Select the referral created using the 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 this was completed in SWRA in Process Direct
• Social Work Intervention: field select Advice - DHS Services and Crisis Intervention
• Select 1 other option 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

Record contact with third parties

• Select the referral created in SWRA in Process Direct
• Select Create a new contact
• Contact Type: field select:
• Interview in CSC - Face to Face
• Phone Interview
• Interview Elsewhere
• If the contact was a statement, e.g. police statement or intervention order, record contact as File/Paper Assessment
• Entitlement Decision: field, leave blank as was completed in SWRA in Process Direct
• Social Work Intervention: field select Discussion With Third Parties (this is compulsory)
• Select 2 more options depending on what happened during the contact and who the third part was. For example, Advice - DHS Services
• Outcome of Intervention: field select Information Collected and Assessment in Progress
• For third parties contacted as part of the Crisis Payment assessment, record the name, contact and relationship details. For example, police officer, relative, refuge worker etc.

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

• See Table 4, Step 5

Create a Fast Note - select Auto text, use Social Worker > Claims > Social Work Assessment in progress.

Social workers must document the outcome of their assessment and payment recommendation using the SW - Crisis Payment EXO summary Fast Note. Professional discretion can be used to decide whether a Case Note should also be completed for CrP EXO claims. Sensitive information should be recorded in SWIS and not included in the Fast Note.

If recording a Case Note open Process Direct and 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 Case Note - Crisis Payment Other Extreme Circumstances
• Decision: In the drop down list select either Granted or Not Granted

On the Consent to Record and Share screen:

• Complete all of the mandatory fields
• 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 and can be updated as required
• Referral date: will prepopulate with today's date and can be updated as 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 and can be updated as required
• Interpreter used?: select Yes or No
• Referral allocated through workload manager?: select Yes or No
• Referral Source: field select:
• Customer if an online Crisis Payment claim was completed, or
• DHS. In the drop down list select appropriate option, that is. Booked appointment, Child Support, Medicare, Personalised Services, Service Centre, Smart Centre
• Customer currently on income management?: select Yes or No. If Yes, select the relevant measure from the Initiative drop down list

Referral issues will pre populate based on Assessment type and cannot be changed unless the Assessment type is also changed. To change the Assessment type select ‘Previous’ and then select another option in the drop down list.

• The referral issues will be ‘Crisis Payment- Other’ and ‘Homelessness’
• 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 and can be updated as 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 select Assessment completed

• Complete the Consent to record case note page
• Complete the Consent to store section on the Case note screen as appropriate
• The Summary section will pre populate to Crisis Payment - Other Exceptional Circumstances - Granted or Rejected'
• Complete a brief case note in the Details section and include the following information:
• the claim details (with clear dates) and assessment of eligibility
• third party verification: the name, contact details and relationship (for example, police officer, relative, refuge worker) of third parties who are contacted as part of the Crisis Payment assessment
• reasons for recommendation of grant/rejection

Note: the headings listed in the Details section are to help with writing the case note. They are not mandatory and can be deleted or changed as appropriate.

When all relevant information has been recorded in the SWRA in Process Direct

• Select Submit to transfer the information into SWIS Customer First
• When the Crisis Payment referral has successfully transferred
• Enter the additional contacts in SWIS in Customer First

Social workers must record additional contacts in the original referral created by the SWRA in Process Direct using SWIS in Customer First. Use SWIS to record mandatory contacts for the interview with the customer and any third parties.

Record contact with the customer

• 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
• Social Work Intervention: field select 'Advice - DHS Services' and 'Crisis Intervention'
• Select 1 other option 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.

Select the referral created in SWRA in Process Direct

• Select Create a new contact
• Contact Type: field select:
• Interview in CSC - Face to Face
• Phone Interview
• Interview Elsewhere
• If the contact was a statement, e.g. police statement or intervention order, record contact as File/Paper Assessment
• Entitlement Decision: field, should be left blank at this stage
• Social Work Intervention: field, select Crisis Payment – third party phone interview'
• Select 2 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

If a customer elects to withdraw their CrP claim prior to an official decision the social workers must document this in the Crisis Payment Claim EXV/EXO Withdrawn Fast Note. Professional discretion can be used to decide whether a Case Note should also be completed for withdrawn claims. Sensitive information should be recorded in SWIS and not included in the Fast Note.

• 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: In the drop down list select
• Case Note- Crisis Payment Left Home
• Case Note- Stay at Home or
• Case Note- Perpetrator Not Pursued

On the Consent to Record and Share screen:

• Complete all of the mandatory fields
• 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 and can be updated as required
• Referral date: will prepopulate with today's date and can be updated as 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 and can be updated as required
• Interpreter used?: select Yes or No
• Referral allocated through workload manager?: select Yes or No
• Referral Source: field select:
• Customer if an online Crisis Payment claim was completed, or
• DHS. In the drop down list select appropriate option, that is, Booked appointment, Child Support, Medicare, Personalised Services, Service Centre, Smart Centre
• Customer currently on income management?: select Yes or No. If Yes, select the relevant measure from the drop down list

Referral issues will pre populate based on Assessment type and cannot be changed unless the Assessment type is also changed. To change the Assessment type select ‘Previous’ and then select another option in the drop down list.

• The referral issues will be ‘Crisis Payment- Other’ and ‘Homelessness’
• 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

• Complete the Consent to record case note page
• Complete the Consent to store section on the Case note screen as appropriate
• The Summary section will pre populate with either
• Crisis Payment- Left Home Not Pursued
• Crisis Payment- Stay at Home Not Pursued
• Crisis Payment- Perpatrator Not Pursued
• Complete a brief case note in the Details section and include any relevant the following information

When all relevant information has been recorded in the SWRA in Process Direct

• Select Submit to transfer the information into SWIS
• When the case note has successfully transferred the social workers can enter any additional contacts in SWIS and must make sure a Crisis Payment Claim EXV/EXO Withdrawn Fast Note is recorded

Create a Fast Note - select Auto text, use Social Worker > Claims > Social Work Assessment in progress.

When the social worker assessment has been completed and a decision made recommending whether the payment should be Granted or Not Granted, the outcome must be recorded. All social workers are to complete the official Fast Note corresponding with the relevant claim and decision type. See Social worker assessment for Crisis Payment (CrP) Extreme Circumstances family and domestic violence.

In certain circumstances social workers may also be required to record the assessment by completing a CrP report. See Table 5 for further information.

Will a report be completed as part of this assessment?

• Yes, go to Step 3
• No, go to Step 5

• Customer Status: field select:
• Job Seeker
• Student
• Carer
• Parent
• Not on Payment or
• Other
• Referral Source: field select:
• Customer if an online Crisis Payment claim was completed, or
• DHS. In the drop down list select appropriate option, i.e. Booked appointment, Child Support, Medicare, Personalised Services, Service Centre, Smart Centre
• Referral Issues: field select Crisis Payment and then select either:
• Left Home
• Perpetrator
• Stay at Home
• CrP Enquiry
• Other
• Other Exceptional Circumstances
• then select Family and Domestic Violence

Another option can be chosen depending on the customer's circumstances. For example 'Issues Following Separation' or 'Accommodation'.

Note: usually, only one Entitlement Decision is recorded for each referral. The exception is where a customer has dependent children and needs a Child Support Scheme (CSS) Exemption assessment. In this circumstance the third referral issue will be to field select 'Child Support Issues' and then 'Exemption'.

• Contact Type: field select
• Interview in CSC - Face to Face
• Phone Interview
• Interview Elsewhere
• File/Paper Assessment
• Entitlement Decision: field, leave blank at this stage
• Social Work Intervention: field select 'Advice - DHS Services' and 'Crisis Intervention'
• Select one or more options depending on the intervention provided by the social worker. For Example Counselling/Support, Referral Made/Completed – F & DV Service, Accommodation etc.
• Outcome of Intervention: field select 'Information Collected and Assessment in Progress'

Social workers must record a separate contact in the original referral when they get the third party verification.

• Select the original referral and then select Create a new contact
• Contact Type: field select 'Interview in CSC - Face to Face', 'Phone Interview' or 'Interview Elsewhere'
• If the contact was a statement, e.g. police statement or intervention order, record as 'File/Paper Assessment'
• Entitlement Decision: field, leave blank at this stage
• Social Work Intervention: field select 'Discussion With Third Parties' (this is compulsory)
• Select two more options depending on what happened during the contact and who the third part was. For example, 'Advice - DHS Services'
• Outcome of Intervention: field select Information Collected and Assessment in Progress

Select relevant option:

Select the original referral and then select Create a new contact.

• Contact Type: field select File/Paper Assessment
• Entitlement Decision: field select Delegation Assessment and the Crisis Payment option corresponding to the claim assessed. For example’ Crisis Payment- Stay At Home Not Granted
• Social Work Intervention: field select Eligibility Assessment Undertaken
• Select 2 more options depending on the intervention provided by the social worker. For example, Counselling/Support

Outcome of Intervention: field select Assessment Completed and Continue

Confirm ‘Yes’ action- This will create a Crisis Payment report. Is this correct?

Is a SWIS report to be completed for this assessment?

• Yes, complete the required fields including consent, eligibility information and select the brief report option. When the report is complete select save as final
• No, select cancel to exit.

Procedure ends here

All Crisis Payment family and domestic violence assessments must have a SWIS Report completed

• Outcome of Intervention: field select Assessment in Progress

Select the original referral and then select Create a new contact.

• Contact Type: field select File/Paper Assessment
• Entitlement Decision: field leave blank
• Social Work Intervention: field select Delegating SW Assessments
• Outcome of Intervention: field select Assessment Completed

Delegated social workers:

Can exercise discretion as to whether a social work report or Case Note are required as part of their assessment. Some circumstances where a report is recommended may include:

• When rejecting a claim, and the information in the Fast Note does not have adequate information if there is an appeal or request for reassessment
• Customer's first Crisis Payment
• Complex circumstances
• Where sensitive information critical to the decision is required and must not be documented in the Fast Note

Undelegated social workers:

• must write a report when they make a recommendation to Grant or Not Grant a CrP claim
• follow the report writing principles

Note: documenting risks and interventions as part of the Family and Domestic Violence Risk Assessment Framework should be completed as a stand-alone Case Note. See the SharePoint page, Family and Domestic Violence, for more information on the Family and Domestic Violence Practice Guide and Risk Assessment Framework.