NSS system coding for manual rate of payment 108-12020010

Normally, the system automatically calculates the correct payment rate for a customer. In some cases, this does not occur and staff must key the rate into the system for the correct rate of payment to occur.

• The Rate Component Override (RCO) screen may require coding in the following circumstances:
• Long Term Income Support customer (LTIS)
• Assets Hardship provisions (assessed by Complex Assessment Officers)
• Rent Assistance coding
• Death of a dependent child
• Self-Employment Assistance
• SpB Australian Citizen or Permanent Resident children
• Intertwined or multiple records
• Approved overseas studies
• Polygamy relationships
• Approved system workarounds. For example, Operational Message or Network News Updated (NNU)

CPI reviews may be created by the system every year on the:

• 1st January
• 20th March
• 1st July
• 20th September

For NSS payments, changes in CPI may automatically update by the system. However, a CPI review may be required when there is a manual amount coded on the RCO screen.

Service Officers are unable to action reviews when a manual rate is coded under the assets hardship rules. All cases must be referred to a Asset Hardship (CAO) for determination.

A customer may have historical RCO coding on their record if they previously received a NSS payment. Investigate historical RCO coding to ensure future payments are not changed by an incorrect manual rate.

Code the RCO screen when directed by:

• Operational Blueprint process
• Operational Message (OM)
• Current NNU

Do not to use the RCO screen to complete unapproved workarounds. Where the system is not paying the correct rate of payment and/or arrears, escalate through the appropriate channels. For example Local Peer Support or MySupport.

Youth Allowance (YA) Student, Austudy and ABSTUDY living allowance customers may qualify for a Student Start-up Loan (SSL). To receive SSL, the customer must receive at least $1 of their income support payment (or certain supplementary payments). See Student Start-up Loan (SSL).

Coding a zero manual rate on RCO can result in incorrect overpayments of SSL. Further investigation may be required where a zero manual rate is coded in the same period SSL has been paid.