Recording unreasonable to live at home (UTLAH) assessments for customers under 18 years of age - social work 003-12130080

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

In Process Direct

• Select the Social Work Recording Application on the Task Selector screen
• Reports and case notes summary is default selected. Select Start
• On the Reports and Case Notes Summary screen select New
• Assessment type: From the drop down list select Report - UTLAH and either:
• ABSTUDY
• DSP
• Under 18
• 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
• If the UTLAH has resulted from an existing referral for a Crisis Payment (CrP) assessment 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.
• Select Next

Note: The date of consent entered into SWRA must be later than the last consent date recorded in SWIS to prevent a system error.

On the Consent to record and share screen:

• complete all of the mandatory fields
• add third party details where required. Do this by selecting Add then Save. Social workers need to select Add for each third party
• select Next

Some fields on the Referral record screen will pre-populate. Review all fields and make appropriate changes.

• Area and Location fields will pre-populate based on the social worker's 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
• Not on Payment
• Other
• Cultural background: will pre-populate 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: select Select referral source. Then from the drop-down options select:
• Customer if an online claim was completed, or
• DHS. This will produce a second list. Select appropriate option, that is, Booked Appointment, Service Centre, Smart Centre or Processing Team
• Customer currently on income management?: select Yes or No. If Yes, select the relevant measure from the Initiative drop down list
• Referral issues: select Select referral issues
  Note: The Referral issues options that present in the pop-up box will pre-populate based on the selection made earlier on the Assessment type screen. These cannot be changed unless the Assessment type is also changed. To change the Assessment type click Cancel then select Previous twice and select another option in the Assessment type drop down list. Referral issues include:
• Personal and/or Family Issues
• Accommodation
• DSP Delegated UTLAH Assessments - DSP/UTLAH
• ABSTUDY Delegated UTLAH Assessments - ABSTUDY UTLAH
• Under 18 - select applicable options:
  Delegated UTLAH Assessments- SpB or
  Delegated UTLAH Assessments- YA Under 18
• Select Next to go to the Contact Record screen

• Area and Location fields will pre-populate based on the social worker’s user profile. Update if required
• Contact date: field will pre-populate with today's date. Update if required
• Contact Type field will pre-populate to File/Paper Assessment and cannot be changed
• Entitlement Decision, Social Work Intervention, and Outcome of Intervention fields will pre-populate 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 Final report

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

All Under 18 UTLAH assessments must have a report completed and transferred to SWIS in Customer First. This is with the exception of rejections due to insufficient information, because the customer did not attend a social work interview.

• Complete all fields on the UTLAH Report screen with the appropriate information, including the report in the Social Worker Assessment Summary field
• 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

All U18 UTLAH 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
• When the UTLAH referral has successfully transferred the additional contacts must be entered in SWIS in Customer First

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 in the original referral created by the SWRA in Process Direct using SWIS in Customer First. Mandatory contacts are to be recorded for the interview with the customer, parents and any third parties.

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, complete Consent process mandatory fields and select continue.
• Contact Type: field select either
• Interview in CSC - Face to Face
• Phone Interview
• Entitlement Decision: field, leave blank as was completed in SWRA in Process Direct
• Social Work Intervention: Select Advice – DHS services and two or more other options depending on the intervention provided. For Example Counselling/Support, Participation Related Intervention or Referral Out to Reconnect or Accommodation etc.
• Outcome of Intervention: field select Information Collected and Assessment in Progress

Social workers should record a contact in SWIS if they send a Q465 letter to a parent. They should also record a contact if they send a UTLAH questionnaire to a parent or third party.

• Go to the customer's record in SWIS in Customer First
• Select the referral created earlier in SWRA in Process Direct
• Select Create a new contact, complete Consent process mandatory fields and select continue.
• Contact Type: field
• Select Correspondence
• Entitlement Decision: field. Leave blank
• Social Work Intervention: field
• Select Discussion with Third Parties or Contact with Parents/Guardians (this is compulsory)
• Select Advice – DHS Services
• Outcome of Intervention: field. Select Provision of Information and Assessment in Progress

• Go to the customer's record in SWIS in Customer First
• Select the referral created earlier in SWRA in Process Direct
• Select Create a new contact, complete Consent process mandatory fields and select continue.
• Contact Type: field. Select: UTLAH - Third party or parent phone interview
• Entitlement Decision: field. Leave blank
• Social Work Intervention: field.
• Select Discussion With Third Parties or Contact with Parents/Guardians (this is compulsory)
• Two other options may be chosen depending on what has been undertaken during the contact with the parent/s and who the third party is, for example, Advice - DHS Services, Counselling Support or Referral Out to Reconnect or Family Relationship Centre.
• If there was liaison with the area SW Manager in regards to lack of third party verification Referral Out and SW Manager- No third Party Verification must be selected
• Outcome of Intervention: field. Select Information Collected and Assessment in Progress

The name, address and phone number of parents and third parties who are contacted as part of the UTLAH assessment should be recorded in the social work report. This helps with review and reassessment processes..

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 earlier 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

In Process Direct:

• Select the Social Work Recording Application on the Task Selector screen
• Reports and Case Notes Summary is default selected. Select Start
• On the Reports and Case Note Summary screen select New
• Assessment type: From the drop down list select Case Note - UTLAH - not pursued
• Select Next

Note: The date of consent entered into SWRA must be later than the last consent date recorded in SWIS to prevent a system error.

On the Consent to record and share screen:

• Complete all of the mandatory fields
• Add third party contacts where required. Do this by selecting Add then Save. Social workers need to select Add for each third party.
• Select Next

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 social worker’s 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
• Not on Payment
• Other
• Cultural background: will prepopulate based on the customer’s information. Update as required
• Interpreter used: select Yes or No
• Referral allocated through workload manager: select Yes or No
• Referral source: field select Select referral source. Then from the drop-down options, select:
• Customer if an online claim was completed, or
• DHS. This will produce a second list. Select appropriate options, that is, Booked appointment, Service Centre, Smart Centre or Processing Team
• 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 Referral issues include:
• Delegated UTLAH Assessments- YA Under 18
• Personal and/or Family Issues
• Accommodation
• Select Next to go to the Contact Record screen

• Area and Location fields will prepopulate based on the social worker’s user profile. Update if required
• Contact date: will prepopulate with today's date and can be updated 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 to UTLAH Under 18 – Claim Not Pursued
• Complete a brief case note in the Details section and include the following information:
• Young person has indicated they do not wish for UTLAH assessment to continue
• Young person has not lodged a claim for an income support payment
• Risk and safety assessment summary

Note: If the customer is claiming or is in receipt of a payment a UTLAH decision is required. Social workers should not record UTLAH assessment - not pursued in these circumstances.

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

• Select Submit to transfer the information into SWIS in Customer First
• When the case note has successfully transferred
• Enter the additional contacts into 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. Mandatory contacts are to be recorded for the interview with the customer, parents and any third parties in SWIS.

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, complete Consent process mandatory fields and select continue
• Contact Type: field select either
• Interview in CSC - Face to Face
• Phone Interview
• Entitlement Decision: field, leave blank as was completed in SWRA in Process Direct
• Social Work Intervention: Select Advice – DHS services and two or more other options depending on the intervention provided. For Example Counselling/Support, Participation Related Intervention or Referral Out to Reconnect or Accommodation etc.
• Outcome of Intervention: field select Information Collected and Assessment in Progress

Social workers should record a contact in SWIS if they send a Q465 letter to a parent. They should also record a contact if they send a UTLAH questionnaire to a parent or third party.

• Go to the customer's record in SWIS in Customer First
• Select the relevant referral. This is the referral that was created earlier in SWRA in Process Direct
• Select Create a new contact. Complete Consent process mandatory fields and select continue.
• Contact Type: field.
• Select Correspondence
• Entitlement Decision: field. Leave blank
• Social Work Intervention: field.
• Select Discussion with Third Parties or Contact with Parents/Guardians (this is compulsory)
• Select Advice – DHS Services
• Outcome of Intervention: field. Select Provision of Information and Assessment in Progress

• Go to the customer's record in SWIS in Customer First
• Select the relevant referral. This is the referral that was created earlier in SWRA in Process Direct. Select Create a new contact, complete Consent process mandatory fields and select continue.
• Contact Type: field. Select UTLAH - Third party or parent phone interview
• Entitlement Decision: field. Leave blank
• Social Work Intervention: field.
• Select Discussion With Third Parties or Contact with Parents/Guardians (this is compulsory)
• 2 other options may be chosen depending on what has been undertaken during the contact with the parent/s and who the third party is, for example, Advice - DHS Services, Counselling Support or Referral Out to Reconnect or Family Relationship Centre.
• If there was liaison with the area SW Manager in regards to lack of third party verification Referral Out and SW Manager - No third Party Verification must be selected
• Outcome of Intervention: field. Select Information Collected and Assessment in Progress

The name, address and phone number of parents and third parties who are contacted as part of the UTLAH assessment should be recorded in the social work report. This assists with review and reassessment processes.

If the assessment is not going to be resolved during the first contact, in Customer First create a Fast Note. Use Auto text template UTLAH Assessment in progress:

• key the template name in the Search field then select Search, or
• select Auto text. Select:
• Category 1: Social Worker
• Category 2: Update
• Template: UTLAH Assessment in progress

For general advice and guidance, see Recording referrals in the Social Work Information System (SWIS)

Navigate to SWIS in Customer First and select Create New

• Customer Status: field select 'Job Seeker', 'Student' or 'Other' as applicable
• Referral Source: field select ‘DHS’ and in the drop down list select the referral source not mandatory referral
• Referral issues. Select:
• Delegated UTLAH Assessments and the most appropriate category applicable to the customer, e.g. ABSTUDY, Special Benefit, Disability Support Pension (DSP), Youth Allowance under 18 in the drop-down list.
• Delegated UTLAH Assessment - UTLAH Enquiry when referring to another social worker for an assessment or where the social worker did preparatory work for an interview which the customer subsequently did not attend
• Delegated UTLAH Assessment - Under 18 (52 Week Rule) where a customer received a UTLAH rate in the past 52 weeks and their circumstances have not changed
• Select up to 2 other Referral Issues relevant to the customers circumstances.
  Note: the referral issue Delegated UTLAH Assessment - UTLAH Under 18 should only be selected by the social worker undertaking the assessment

• Select Create a new contact, complete Consent process mandatory fields and select Continue
• Contact type field, select either
• Phone interview or
• Interview in CSC Face to Face
• Entitlement Decision’ field, leave blank
• Social Work Intervention: Select Advice – DHS Services and two or more options depending on the intervention provided. For example, Counselling/Support, Participation Related Intervention or Referral Out to Reconnect or Accommodation etc
• Outcome of Intervention: field select Information Collected and Assessment in Progress

Social workers should record a contact in SWIS if they send a Q465 letter to a parent. They should also record a contact if they send a UTLAH questionnaire to a parent or third party.

• Go to the customer's record in SWIS in Customer First
• Select Create a new contact
• Contact Type: field. Select Correspondence
• Social Work Intervention: field
• Select Discussion with Third Parties or Contact with Parents/Guardians (this is compulsory)
• Select Advice – DHS Services
• Outcome of Intervention: field. Select Provision of Information and Assessment in Progress.

• Select the original referral and then select Create a new contact
• Contact Type: field. Select UTLAH - Third party or parent interview
• Entitlement Decision: field. Leave blank
• Social Work Intervention: field.
• Select Discussion With Third Parties or Contact with Parents/Guardians (this is compulsory)
• 2 other options may be chosen depending on what has been undertaken during the contact and who the third party is, for example, Advice - DHS Services
• If there was liaison with the area SW Manager in regards to lack of third party verification Referral Out and SW Manager- No third Party Verification must be selected
• Outcome of Intervention: field. Select Information Collected and Assessment in Progress

The name, address and phone number of third parties who are contacted as part of the UTLAH assessment should be recorded in the social work report. This makes reviewing decisions or re-claims much easier.

Once all information has been received and a decision has been determined, a new contact will need to be created in the original referral.

For delegated social workers

• Select the original referral and then select Create a new contact
• Contact Type: field. select File/Paper Assessment
• Entitlement Decision: field. Select Delegation Assessments then select the applicable decision for the customer's claim in the drop down box:
• UTLAH 18+ Granted
• UTLAH 18+ Not Granted
• Claim Not Pursued 18+
• UTLAH ABSTUDY Granted
• UTLAH ABSTUDY Not Granted
• UTLAH DSP Granted
• UTLAH DSP Not Granted
• UTLAH Under 18 Granted
• UTLAH Under 18 Not Granted, or
• Claim Not Pursued Under 18
  Claim Not Pursued 18+ and Claim Not Pursued Under 18 are used for customers who have discussed with a social worker the eligibility criteria for claiming UTLAH, but have decided not to continue with the claim
• Social Work Intervention: field select Eligibility Assessment Undertaken
• 2 other options need to be selected depending on the intervention provided by the social worker, for example: Counselling/Support, Related Intervention
• Eligibility Assessment Undertaken should be used only once for each referral, but there are exceptions to this, where a customer is also claiming a Crisis Payment. With delegated assessments, it should be when the contact is reported (File/Paper Assessment)
• Outcome of Intervention: field select Assessment Completed

All UTLAH assessments, grants and rejects must have a SWIS Report written. This excludes rejections due to insufficient information, because the customer did not attend a social work interview.

For non-delegated social workers

The process is the same as for delegated social workers, with the exception of the last step:

• Outcome of Intervention: field select Assessment in Progress

For Social Work Support Managers recording the delegation of decisions for non-delegated social workers

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