Status Resolution Support Services (SRSS) Payment - Social Service Plan (SSP) 005-06030000

• In Customer First, go to Workspace
• Select the CRN hyperlink
• Scroll down to the customer's Cases tab where the customer's SRSS case shows
• Select the customer's name (or other hyperlinked text) that is highlighted under the Description tab

After selecting the customer's name:

• Select the Social Services tab
• Select the SRSS SSP ID for the customer's latest SRSS SSP
  Note: if the customer has more than one Payment Determined SSP listed, look for the plan with the status of For Manual Action, SSP Assessed, or In process

If the SSP has a status of For Manual Action, assess ongoing entitlement items and under/overpayments resulting from the SSP.

When assessing the SSP, scroll down to check for:

• any changes in customer's benefit
• interim status
• eligibility period
• entitlement items
• amounts
• over/under recovered amount

Note: expand the gross entitlement amount in the SSP to show the daily rate of each component.

If the SSP has a status of SSP Assessed or In process, select undo decision then calculate result.

Is the outcome correct?

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

Make sure the coding on the record is correct. If the record changes:

• return to the SSP
• select undo decision then calculate result

Is outcome correct?

• Yes, go to Step 4
• No:
• Raise an incident via Roxy and add 'Update made in CF for SRSS' in the first line of the Issue Description
• Create DOC SRSS ICT referral Fast Note
• Procedure ends here

Service Officers who are not proficient, must send their work for approval to a proficient Service Officer. Any Service Officer can also request checking of their work if they are unsure.

Before approving the SSP, check the customer's circumstance to calculate if the correct rate is showing. Checks include:

• Rent paid (Accommodation Details (AC) screen)
• Family composition (LS screen)
• Earnings (Employment Income Summary (EANS) screen)
• SRSS Band (SRSS information)
• Self-employment (Real Estate Business (REBS) details)
• Asset limit (SRSS Information)

Does the Service Officer want the work checked and approved by another officer?

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

To send the SSP for approval:

• Select the For Approval option on the top menu
• The Assessment Status will now show as Submitted for Approval
• Select Save to make sure the SSP has been reassessed
• DOC the record with the updates made
• Tell the Service Officer who is approving the SSP:
• the customer's Customer Reference Number (CRN), and
• changes made to the record

Procedure ends here.

To approve, select:

• Approve on the top menu
• Save to make sure the SSP has been reassessed and approved

Procedure ends here.