Recording an Income Management (IM) Exemption Service Offer for customers with dependent children 103-01080080

Work Item I551Q1- Customer is eligible for CIM Exemption Service Offer will appear on the Income Management Summary screen.

The Work Item is to prompt a discussion with the customer about exemptions from Compulsory Income Management.

• If income managed under the Disengaged Youth (DEY) or Long Term Welfare Payment Recipient (LTWPR) measure, go to Step 2
• If under any other measure, advise the customer an exemption from Income Management does not apply to the measure they are under. Record details on a DOC. Procedure ends here

Navigate to the IM service offer workflow to record the outcome of the discussion with the customer.

Note: the Compulsory IM Exemption Service Offer cannot be navigated to from a workflow.

Service Offer

Is Customer Present? Check relevant radio button:

• Yes, or
• No

Service offers available to the customer will be displayed. Select Compulsory IM Exemption service offer.

The following Discussion Points will display:

• 'Your payments are currently being income managed. I'd like to discuss with you how you may be able to get an exemption from Income Management'
• 'Having an exemption means your payments will not be income managed for up to 12 months. This means your payment will be made in the usual way'
• 'There are 2 parts to being granted an exemption:
• First you will need to demonstrate you have been financially stable over the last 12 months. Being financially stable means that you have been paying things like rent or bills regularly and managing your money. The next part is to ensure the children in your care are taking part in activities such as attending school regularly, having regular health checks, and are immunised'
• 'If you'd prefer to read more about this yourself, there is information on the Services Australia website, otherwise would you like to continue this discussion now?'

The following information will display:

For more information about exemptions, see Customers requesting exemptions from Income Management.

Check the Yes or No radio button.

• Yes, go to Table 2, Step 1
• No, go to Step 5

When a discussion has not been held, the reason(s) must be selected from the list provided. Multiple reasons can be chosen from the following:

• Customer about to change to another Income Management measure
• Customer does not want to be advised
• Customer not available for discussion
• Customer previously failed the FVT and circumstances have not changed, and
• No interpreter available

The following Message will display, and must be passed onto the customer before completing the Compulsory IM Service Offer:

'We will be providing you with regular reminders about how you can apply to come off Income Management. Is there anything else I can help you with today?'

Complete any other service offers available to the customer e.g. Financial Management Program Services (FMPS).

Select Continue.

The service offer screen with the Compulsory Exemption Service Offer details will re-display with the details recorded in the History section at the bottom of the screen.

Select Continue.

On the Income Management Summary screen, select the Finalise radio button.

Select Continue.

Go to Table 2, Step 6.

When the answer Yes is selected, the following message will display:

• 'Firstly we need to confirm the details of the children in your care'.

Dependent List:

A list of the customer's children, their ages and whether or not they have already been claimed for another CIM exemption will be displayed to help with the continuing exemption discussion.

• Name: name of the dependent child/ren of either:
• customer
• partner, or
• other carer
• Age: Age of dependent child/ren, and
• Exemption Claimed:
• No will display if the child hasn't been claimed for another customer's exemption, and
• Yes will display if the child has been claimed for another customer's exemption

The following discussion point will display:

'You may be required to provide documents showing your child/ren are taking part in activities such as':

• Attending school regularly
• Having regular health checks, and
• Are immunised

The following information will display:

For more detailed information about health related and engagement activities see Determining an exemption from Compulsory enhanced Income Management (CeIM) or Compulsory Income Management (CIM) for customers with dependent children.

Select the relevant radio button:

• Interested, or
• Not interested

The following Important message will display:

'Where the customer indicates the above criteria may not be met but they still wish to apply for an exemption, they must be referred to the Income Management Exemption and Assessment Team (IMEAT) for an assessment'.

• If Interested, go to Step 4
• If Not interested, go to Step 3

The reason(s) the customer is not interested in the Compulsory IM Exemption Service Offer must be recorded. Multiple reasons can be chosen from the following:

• Customer has had or is about to have a change in dependent children, and/or
• Customer is aware of exemption eligibility but requested to not proceed

If the not interested radio button has been chosen the following information will display once the customer's response has been recorded:

'Please advise customer that if they change their mind, they can contact Services Australia'.

Select Continue.

The service offer screen with the Compulsory Exemption Service Offer details will re-display with the not interested details recorded in the History section at the bottom of the screen.

Select Continue.

On the Income Management Summary screen, select the Finalise radio button.

Select Continue.

Go to Step 6.

If the interested radio button has been chosen, the following discussion point will display:

'I can put you through to the IMEAT team that will complete the second part of this process. This can take approximately 20 to 30 minutes. If this is not convenient for you now, I can arrange for a staff member from the team to call you back. What would you like to do'?

Select an outcome action: (only one outcome can be chosen)

• Customer has been referred to IMEAT
• Customer would like a contact from IMEAT to discuss (phone)
• Unable to continue with the exemption process at this time

Select Continue.

The service offer screen with the Compulsory Exemption Service Offer details will re-display with the outcome details recorded in the History section at the bottom of the screen.

Select Continue.

On the Income Management Summary screen, select the Finalise radio button.

Select Continue.

How an exemption service offer is finalised will depend on the outcome action selected:

• Customer has been referred to IMEAT:
• Warm transfer call to the Income Management Exemption and Assessment Team (IMEAT)
• Provide customer with a phone with direct contact to the Income Management Exemption and Assessment Team (IMEAT)
• See Resources for a link to the contact details for IMEAT. If IMEAT cannot be contacted, create a Fast Note to hand off to IMEAT. Income Management > Update > IM Exemption Request
• Customer would like a contact from IMEAT to discuss (phone):
• Create a Fast Note to hand off to IMEAT. Income Management > Update > IM Exemption Request advising customer has requested to be contacted to discuss an exemption application
• Unable to continue with the exemption process at this time:
• Record in a DOC with details of why exemption process did not continue or customer was not referred to IMEAT when customer was interested in the service offer

A history of the service offer will display in the Service Offer History section at the bottom of the screen, with the following fields:

• Service Offer
• Date
• Outcome
• Reason/Action
• Source
• AMR

The Service Offer History will list all service offers recorded for the customer:

• Compulsory IM Exemption
• Financial Management Services
• Voluntary Income Management, and
• 20% Unrestricted Cash Payment