Change of address for Assistance for Isolated Children (AIC) applicants or students 102-03010070

All updates to AIC records must be completed in the ISS system.

In Customer First, in the following fields:

• Sys: key ISS to access the Small Benefit System (ISS)
• Nxt: key SVAIC

If the change of address involves relocation to a different area, region or state, additional eligibility checks may be required.

Note: if the change of address is due to a change in the student’s parent/guardian, see Determining the applicant for Assistance for Isolated Children (AIC). Procedure ends here.

If change of address is received via:

• inbound contact, go to Step 5
• an allocated Manual Follow Up (MFU), go to Step 2

A MFU is created on the student's record when an applicant updates their address. The MFU does not contain any address details.

Is the student's benefit status displaying as EIS/CAN or EIS/REJ, and payment has been cancelled/rejected for 12 months or longer?

• Yes:
  • Cancel the MFU via the Activity List (AL) screen
  • On the Link Summary (LS) screen, 'S'elect the Employment Income Confirmation (EIC) link to the applicant
  • End Date: key 31 December of the last year AIC was claimed
  • Reason: key NLR (Link no longer required)
  • Action: key 'l'
  • Select Continue
  • Go to Step 16
• No, go to Step 3

Attempt to contact the applicant to verbally confirm details, such as:

• study details - has the student changed schools?
• study mode - is the student still studying via distance/boarding?
• start date - when did the student commence the new study?
• end date - when did the student cease study?
• registration - is the student still a registered home school/distance ed student?

If the contact attempt is:

• Successful, make the required updates based on the confirmed circumstances, go to Step 5
• Unsuccessful, or if no contact details are available, go to Step 4

If contact with the applicant was unsuccessful and a Request for information (RFI) letter to verify enrolment and/or study load has:

Not been issued

• On the students record, issue a RFI letter asking the applicant to verify enrolment and/or study load
• Place the MFU on hold until the same date the RFI is due:
  • On the Activity List (AL) screen, select the address change MFU
  • Select H
  • Select Continue
  • Resubmit Date: key + and the number of days needed. For example +37
  • Select Continue
• Record details on a DOC on the student's record
• Procedure ends here

Been issued

Where the applicant has not provided required details by the requested date, ongoing eligibility for AIC cannot be established:

• Cancel the MFU
  • On the AL screen, select the address change MFU
  • Select C
  • Select Continue
  • Select Yes - Cancel the Activity
  • Select Continue
• Suspend AIC with the reason FSD (Failed to Supply Document). See Cancellation or suspension of Assistance for Isolated Children (AIC)
• Procedure end here

Changes to an AIC applicant and/or student's address may impact the allowance, rate or eligibility.

To action:

• a change to the applicant's principal family home address, go to Step 6
• a change to the student's term address only. For example, second home address), go to Step 8
• an allocated applicant address change MFU, go to Step 9

On the applicant's record, update the:

• Address Details (AD) screen
• Accommodation (AC) screen, and
• Telephone Details (TD) screen

Note: the student and applicant must be in the same environment. If they are not in the same environment, see Inter-environment change of address (ICoA) transfer of a customer record.

Finalise the activity and record details on a DOC on the applicants record.

A change of address on the applicant's record will create an MFU on each AIC student's record.

Changes to a student's address may impact their allowance, rate or eligibility.

If the applicant is advising of a change in the student's circumstances, is the service officer skilled in AIC?

• Yes, go to Step 9
• No, use Fast Note - select Auto text, use Students, ABSTUDY and Apprentices > AIC > AIC update action DOC. Service officers must include:
  • relevant dates the applicant advises the change in circumstances occurred
  • details of the new circumstances
  • changes to study (if relevant)
  • Procedure ends here

If the student has changed the term address, update the TER address on the Address Details (AD) screen on the student's record.

• In the Nxt field, key ADH, then:
  • Address Type: select Term/Semester, then select Continue
  • Start Date: key relevant date provided by the applicant
  • enter address details manually or using the rapid address entry
  • Address Line 1: key Second Home

Note: to access Address Line 1: in Customer First, select Enter non-Australian address.

Once all updates are completed, go to Step 10.

On the student's record, update the relevant screens to match the applicant's details. This may include:

• Address Details (AD) screen
• Telephone Details (TD) screen

For coding assistance, see Updating address details.

Once all updates are completed, go to Step 10.

Check that the student still meets an isolation condition, including special needs and deemed isolation.

If the student no longer meets an isolation condition, determine if continuity of schooling concession may apply.

If further details are required to determine ongoing eligibility or entitlements, staff must make genuine attempts to contact the applicant by phone.

Is there a change to the student's isolation condition?

• Yes, and additional information is:
  • not required to determine ongoing eligibility or requested information has been provided, go to Step 11
  • required or requested information has not been provided. On the students record, issue a Request for information (RFI) letter asking the applicant to verify enrolment and/or study load
    Place the MFU on hold until the same date a response to the RFI is due
    On the Activity List (AL) screen, select the address change MFU
    Select H
    Select Continue
    Resubmit Date: key + and the number of days needed. For example +37
    Select Continue
    Record details on a DOC on the students record
    Procedure ends here
• No, go to Step 12

If the change of address has resulted in a change to the student's isolation condition, updates to the EIC Isolation Details (EIID) screen are required.

For coding of:

• continuity of study, see Determining the entitlement end date for Assistance for Isolated Children (AIC)
• all other conditions, see Isolation conditions for Assistance for Isolated Children (AIC)

Does the student still meet an isolation condition, including special needs and deemed isolation, in relation to the new principal home address?

• Yes, go to Step 12
• No, go to Step 14

If the student has had a change to their living arrangement, their ongoing eligibility must be checked.

To confirm ongoing eligibility, if the student is:

• studying by distance education (including at a Homeland Learning Centres), see Eligibility for Assistance for Isolated Children (AIC) Distance Education Allowance (DED)
• boarding away from home, see Eligibility for Assistance for Isolated Children (AIC) Boarding Allowance (BA/ABA)
• boarding short term, see Completing and assessing the Assistance for Isolated Children (AIC) Application for Short Term Boarding Allowance (SY068)
• living in a second family home, see Eligibility for Assistance for Isolated Children (AIC) Second Home Allowance (SHA)

Has the student changed their living arrangement?

• Yes, update the Living Arrangement Details (EILA) screen using the appropriate Operational Blueprint process above. For Event Date: key the date the change occurred. Go to Step 13
• No, go to Step 13

Due to the change in principal family home, has the student had a change to their approved study?

• Yes, see Study updates and coding for Assistance for Isolated Children (AIC) students for coding details. Once completed, go to Step 15
• No, go to Step 15

On the EILA screen, select the current living arrangement. Update the following fields:

• Living Arrangement End Date: to work out the correct date, see Determining the entitlement end date for Assistance for Isolated Children (AIC)
• Action: key C

Go to the Assessment Results (AR) screen and finalise the activity.

Record details on a DOC. Use Fast Note - select Auto text, use Students, ABSTUDY & Apprentices > AIC > AIC Address Updated > Confirm. Include all the relevant details.

Cancel the address change MFU:

• On the AL screen, 'S'elect the address change MFU
• Select C
• Select Continue
• Select Yes - Cancel the Activity
• Select Continue

Has the change in principal family home address resulted in a debt?

• Yes, and the service officer is:
  • trained in actioning debts, see Assistance for Isolated Children (AIC) debts. Once the debt is actioned, go to Step 16
  • not trained in actioning AIC debts, go to Step 16
• No, go to Step 16

Are there other AIC siblings that require a change of address update or that have an address MFU?

• Yes, repeat this process for each AIC sibling
• No, procedure ends here