Address, Accommodation and Contact Details (AAC) work items 108-25021033

This work item is for a non-new claim transaction created when an online Address, Accommodation and Contact details (AAC) update needs the customer to complete a task or action. The work item allocates to staff when the customer has:

• completed the task, and information given needs processing, or
• not completed the task and payment suspension/cancellation is required

It is separate from the address and accommodation update. When allocated, both must be actioned.

Go to Step 2.

When allocated a ZCOC_SAARA work item in Work Optimiser, select Open in Process Direct. The work item will automatically open via Process Direct.

Make note of the Transaction ID and the Date Submitted, then go to the:

• Transactions icon. Confirm the allocated transaction and take note of any additional Customer Update transactions
• take note of the Transaction ID and Submitted date
• Notes icon and check the Document List/notes and Notes section for the corresponding date to:
• identify what the task is,
• check for duplicate work items with the same information, and
• check further action needed
• Tasks icon to view requested document/s
• view the Status to determine whether the document/s have been supplied within the transaction
• Documents icon to determine if the information has been supplied outside of the transaction

Note: review scanned images in full as documents may have been submitted together or under another form, claim or document type.

To see the details submitted in the customer update, select:

• to view the summary
• to open the summary to a full screen

Go to Step 3.

Customers may have duplicate or multiple tasks if they have more than one AAC update outstanding.

The customer has:

• not responded, go to Step 4
• responded, go to Step 7

For the same reason:

• any duplicate transactions submitted after the initial update need to be cancelled and not processed separately
• select each duplicate transaction via the Transaction icon. Once the transaction has been opened, select the Status icon and update the status to Cancelled
• annotate the Note to explain why the transaction does not need processing
• if the customer has:
• not responded to any of the tasks, go to Step 4
• responded to at least one of the tasks, go to Step 7

For different reasons:

• review any lodged document/s. The customer may have submitted the information needed under another transaction
• each task needs to be processed individually. For any of the tasks the customer has:
• not responded, go to Step 4
• responded, go to Step 7

Where the customer has not supplied the required document/s, do not re-request the same document/s. This may mean cancellation of Rent Assistance (RA), or in some cases, suspension/cancellation of payment.

If the requested document is:

• Rent Certificate (SU523HD) or formal rental agreement, go to Step 6
• Relationship Details (SS284) or Relationship Details - Separated Under one Roof (SS293), see Confirming the need for a Member of a Couple (MoC) assessment, then return to this procedure and go to Step 5
• another document, go to Step 5

The transaction Status must be updated to Cancelled before the customer's payment is suspended/cancelled.

Suspend/cancel the customer's payment from today's date, use the reason FRC (Failing to Respond to Correspondence).

Follow the relevant suspension/cancellation process for the customer's payment:

• Income Support Payment (ISP), see Suspension of payments
• Family Tax Benefit (FTB), see Cancellation of FTB

Record details within the suspension/cancellation Fast Note.

If there is an associated outstanding ZCOC_SAARA_FAILEDUPD work item, see Table 2 > Step 1 to also complete these transactions.

Procedure ends here.

Review the most recent confirmed rent verification code on the Accommodation History (ACS) screen.

If ACS screen shows:

• UPL - RA Paying - Rent Verification to be uploaded:
• complete a Work Optimiser > Customer search to check if the customer has an outstanding Rent CAN review failed - manual update required (ZCOC_SAARA_RENT_UPD) work item
• see Rent Assistance automatic rent verification review failed
• then return to this procedure and go to Step 8
• NVE - Not Verified, no further action on ACS screen is needed. Go to Step 8
• any other rent verification code, see Rent Assistance (RA) to check if an update is required, then return to this procedure and go to Step 8

Follow the below Operational Blueprint processes based on document/s received. Do not process the information within the AAC work item.

Once actioned return to this procedure, and go to Step 8.

• Relationship Details (SS284)
• Relationship Details - Separated Under one Roof (SS293)
• Partner details (MOD P)
• Rent Certificate (SU523HD) or lease/tenancy agreement
• Carer Allowance Questionnaire (SA381)
• Real Estate Details (MOD R)
• Business Details (MOD F)
• Private Company (MOD PC)
• Private Trust (MOD PT)

In the customer's record:

• select the work item from the Transaction icon
• select the Status icon, and update the status to Cancelled
• annotate the Note to explain why the transaction does not need processing

If there is an associated outstanding ZCOC_SAARA_FAILEDUPD work item, see Table 2 > Step 1 to complete these transactions.

Procedure ends here.

This type of work item is:

• for a non-new claim transaction that requires processing, and
• created when a customer's online AAC update cannot finalise automatically

These transactions must be processed manually.

Go to Step 2.

Address & Accom - Update transactions create when an online AAC update cannot finalise automatically. The transactions must be processed manually.

When allocated a ZCOC_SAARA_FAILEDUPD work item in Work Optimiser, select Open in Process Direct. The work item will automatically open via Process Direct.

Make note of the Transaction ID and the Date Submitted, then go to the:

• Transactions icon. Confirm the allocated transaction and identify any other Customer Update work items
• take note of the Transaction ID and Submitted date
• Notes icon and check the Document List/notes and Notes section for the corresponding date to:
• identify what the task is
• the reason the update did not finalise automatically
• check for duplicate work items with the same information, and
• check what further action may be needed
• Tasks icon to view any requested document/s
• view the Status to determine whether the document/s have been supplied
• Documents icons to open and review any documents needed for the update
• Review documents in full as they may have been submitted together or under another form, claim or document type

To see the details submitted in the customer update, select:

• to view the summary
• to open the summary to a full screen

Go to Step 3.

Customers may have duplicate or multiple updates if they have more than one AAC update outstanding.

Where the customer only has one Address & Accom - Update, go to Step 4.

If the customer has more than one Address & Accom - Update transaction with:

• The same information:
• Duplicate transactions submitted after the initial update need to be cancelled and not processed
• Select each duplicate work item transaction via the Transaction icon. Once the transaction has been opened, select the Status icon and update the status to Cancelled
• Annotate the Note to explain why the transaction does not need processing
• Go to Step 4
• Different information, go to Step 4.

Before processing, Service Officers should use supporting Operational Blueprints to complete any processing or action/s that may be related to the reason the update did not finalise automatically, (including, but not limited to):

• Using Digital Assistant Roxy in Process Direct to look up and resolve errors
• Making a decision about exempt accommodation
• Making a decision about qualification for payment of Rent Assistance (RA)
• Updating sharer details needed for the Living Arrangements question set
• Reviewing details when a customer says they have vacated a principal home they own
• Updating telephone details and/or paying Telephone Allowance (TAL)
• Use the Technical Support Model to resolve problems

There is specific action needed for customers under 22 years of age receiving:

• Youth Allowance (YA)
• ABSTUDY

Is the customer under 22 years of age and receives YA or ABSTUDY?

• Yes, go to Step 5
• No, go to Step 6

A change in circumstances can mean the customer's rate of payment needs to change and can affect their entitlement to rent assistance, if applicable.

Action to be taken depends on the Service Officer skills:

• Select the relevant procedure to complete the review, see:
• Independence for YA customers
• The away from home rate for YA customers
• Away from Home rate of ABSTUDY
• Independence for ABSTUDY customers
• After the review, go to Step 6

The work item will require a capability adjustment so it can be assessed by a trained Service Officer.

To capability adjust the work item on the Work Item Details screen:

• select the work item
• select Unassign
• Reason field, Capability adjusted
• Select +Add Skill
• Search field, select:
• Youth Allowance Student - NV_CLK_EXTProcessing_STU / Entry
• ABSTUDY - NV_CLK_General_ABY / Entry
• Youth Allowance Jobseeker - NV_CLK_EXTProcessing_EMS / Entry
• Select Submit to save changes

Procedure ends here.

After reviewing all available details and resources, determine if the transactions are:

Determine if there is enough information to finalise the update.

Are all the details available to finalise the update?

• Yes, go to Step 17
• No, further details are needed from the customer, go to Step 7

In the customer's record:

• select the work item from the Transaction icon
• select the Status icon, and update the status to Cancelled
• annotate the Note to explain why the transaction does not need processing

If there is an associated outstanding AAC - Customer Task transaction, see Table 1 > Step 1 and complete these at this same time.

Procedure ends here.

Has a Q164 request to contact letter been sent to the customer previously for this update?

• Yes, and the transaction has become due, go to Step 13
• No, go to Step 8

When details are needed to complete the Address & Accom - Update, make genuine attempts to contact the customer.

Was the contact successful?

• Yes, go to Step 17
• No, go to Step 9

Check if the address information on the customer record is correct.

Have new address details been provided as part of the update?

• Yes, go to Step 10
• No, go to Step 12

Check:

• the Address Details (AD) screen for current details, including if the customer has an existing postal address recorded
• the failed Address & Accom - Update to see what address details are changing and if the customer is advising of a new postal address

If the customer:

• has supplied a new postal address, go to Step 11
• does not have an existing postal address and has not supplied a new postal address:
• update the postal address field with the new home or temporary or term address provided by the customer
• go to Step 11
• has an existing postal address and has not made any changes to it, go to Step 12

Within a separate activity, in Customer First:

• run the Change in Contact Details workflow
• update the Postal address line with either the:
• new postal address, or
• home, temporary or term address provided by the customer
• select Continue
• update the Start Date: field, use the postal address start date or date of processing
• update the End Date: field. When adding a:
• new postal address leave blank
• home address as the postal address leave blank
• temporary or term address as a postal address use the temporary or term end date
• select No as the response to Make partner's address the same as the customer's?
• unless there is clear evidence provided by the customer that the partner's postal address is to be changed
• update the:
• postal address using Rapid Addressing Mode
• Source: and DOR: fields
• select Continue
• finalise the activity on Assessment Results (AR) screen

Go to Step 12.

Send a Q164 request to contact letter and record the following details on a DOC:

• Record what details the customer must provide in response to the Q164 and the due date
• If updates were made to the postal address, include these details
• Include: 'Q164 issued XX/XX/XXXX. Check response and follow OB 108-25021033 to action.'

Close the scanned image/s, if applicable.

Update the Status of the Address & Accom - Update to Hold for the allowable time. See Process Direct navigation, common screens and functions for how to place the activity on hold.

Procedure ends here.

The customer's payment is to be suspended/cancelled when:

• they have been sent a Q164 letter,
• the allowable time has passed, and
• they have not contacted the agency to give the details needed

Before ceasing the customer's payment, make genuine attempts to contact.

If contact was:

• successful, go to Step 17
• unsuccessful, go to Step 14

Before ceasing the payment ensure the suspension/cancellation letter will be issued to a current address.

If the customer provided new address details in the Address & Accom - Update and a postal address is not recorded, check the failed Address & Accom - Update to see what address details are changing.

If the customer:

• has provided a new postal address, go to Step 15
• does not have an existing postal address and has not supplied one:
• update the postal address with the new home, temporary or term address provided by the customer, go to Step 15

Otherwise, if the customer:

• did not provide new address details as part of the update, or
• has an existing postal address and did not make any changes to it within the update, or
• has a recently added postal address recorded

Go to Step 16.

Within a separate activity, in Customer First:

• run the Change in Contact Details workflow
• update the Postal address line with either the:
• new postal address, or
• home, temporary or term address provided by the customer
• select Continue
• update the Start Date: field, use the date postal address started or date of processing
• update the End Date: field. When adding a:
• new postal address leave blank
• home address as the postal address leave blank
• temporary or term address as a postal address use the temporary or term end date
• select No as the response to Make partner's address the same as the customer's?
• unless there is clear evidence provided by the customer that the partner's postal address is to be changed
• update the:
• postal address using Rapid Addressing Mode
• Source: and DOR: fields
• select Continue
• finalise the activity on Assessment Results (AR) screen

Go to Step 16.

The work item Status must be updated to Cancelled before the customer's payment is suspended/cancelled.

Suspend/cancel the customer's payment from today's date, use the reason FRC (Failing to Respond to Correspondence).

Follow the relevant suspension/cancellation process for the customer's payment type:

• Income Support Payment (ISP), see Suspension of payments
• Family Tax Benefit (FTB), see Cancellation of FTB

Record details within the suspension/cancellation Fast Note.

Procedure ends here.

When all the details needed to complete the work item are available:

• select the work item from the Transactions icon
• from the Transaction Summary (TS) screen select:
• to view the summary
• to open the summary to a full screen
• do not start coding before selecting Process as this will result in errors
• select Process to view the Errors (SWE) screen

Before coding any screens:

• select Assess to send the update details to ISIS
• when the Entitlement (ELD) screen displays, select Back or key 'SWE' in the Super Key to return to the SWE screen
• complete any work item coding

Message Log

• this section displays any errors with existing coding. For help, see Using Digital Assistant Roxy in Process Direct
• select Next
• review all provisional changes made to each screen
• update required information for each relevant screen
• review and update all provisional changes
• select Assess
• the SWE screen will list any validation errors
• once the Message Log is clear select Assess
• review the outcome on the ELD screen. Update if required
• select Finish
• update the Finalise Note with any relevant details
• select Finalise
• select Finish

Procedure ends here.