Determining an exclusion from Vulnerable Welfare Payment Recipient (VWPR Youth) enhanced Income Management 103-01180080

Service Officers who have additional ISP and Process Direct access and are trained in enhanced IM manual processing will assess the exclusion or end participation request.

Is the Service Officer trained in manual processing for enhanced IM?

• Yes, go to Step 3
• No, and:
• if this is a work item, return the work item to the pool. Procedure ends here
• if the customer is present, go to Step 2

Customer is present, warm transfer them to the SmartCard eIM hotline.

If the Service Officer on the SmartCard eIM hotline is not trained in manual processing:

• Confirm the customer’s contact details, and
• Create a VWPR Youth exclusion MFU to have a work item allocated to a Service Officer with additional ISP access

To create the MFU:

• In Customer First, go to the Review Registration (RVR) screen and set up MFU:
• Service Reason: JSP (regardless of which payment the customer is on)
• Review Reason: INC (General Income Review Required)
• Due Date: 2 business days from today’s date
• Source: enter ‘Internal’
• Date of Receipt: enter the dated the review is being created (that is, today's date)
• Notes: 'Customer requesting an exclusion from VWPR Youth enhanced IM. Not trained in manual processes. Please review and contact customer.
• Keywords: EIMEXC and EIMCRP, EIMUTL or EIMSPL (see Enhanced IM MFU keywords)
• Do not use hold to user

Procedure ends here.

Is the request for a VWPR Youth customer who:

• no longer has VWPR automatic trigger, go to Table 2 > Step 1 in Ending enhanced Income Management
• has received less than 25% of their basic rate of payment, go to Step 4
• has become a full-time student or Australian apprentice, go to Table 2 > Step 1 in Ending enhanced Income Management

The system will automatically identify when a customer is eligible for an exclusion if they have received less than 25% of their maximum basic rate of payment for at least 4 out of the last 6 fortnights. A work item will allocate via Workload Manager (WLM):

• IQNEXC – VWPR Customer with Earnings <25%

If the system has not automatically identified a customer, they may contact Services Australia to request a VWPR exclusion if they have received less than 25% of their maximum basic rate of payment.

Determine if customer meets '<25% max payment' exclusion criteria

Confirm the customer meets the criteria for this exclusion.

In Customer First, go to the Payment Summary (PS) screen:

• Display payments for: the customer's payment type (for example JSP)
• Number of months in past: 4
• Select the delivery date, note the Basic rate

When calculating basic rates ensure consideration is given around the 6 monthly indexation in March and September. For more information, see Rates and Thresholds index.

Note: Non-Payment Periods or reduced rates of payment due to non-compliance are not included when determining eligibility.

Does customer meet eligibility for an exclusion from VWPR Youth due to their rate of payment?

• Yes, and the exclusion will be granted. Go to Table 2 > Step 1 in Ending enhanced Income Management
• No, and the exclusion is rejected:
• If the customer is present, explain the reason for the rejection. Go to Step 6
• If the customer is not present, go to Step 5

Service Officers should contact the customer to discuss the exclusion decision outcome. Two genuine attempts to contact the customer must be made to inform them of the decision.

In Customer First, go to the Other Contact Details (OCD) screen to check if the customer requires an interpreter. To arrange an interpreter, see Contacting an on-demand telephone interpreter (Interpreter Connect) or Accessing an Indigenous interpreter.

Was the contact successful?

• Yes, advise the customer the exclusion request is rejected as they did not meet the criteria due to their rate of payment, and:
• enhanced IM will continue
• a letter will be issued to advise them of the outcome, and
• they have the right to apply for a formal review of the decision to reject their exclusion due to the rate of payment
• go to Step 6
• No, go to Step 6

DOC the record using Fast Note - select Auto text, use enhanced Income Management > Exclusions > enhanced IM Exclusion Rejected.

Go to Step 7.

Send a Q888 letter:

• Process Direct is the preferred option for drafting and issuing the manual letter
• Benefit type/Service Reason: IQN
• Find the template for ‘VWPR Exclusion rejected’ on the Payment delivery site:
• If needed, refer to ‘A guide to letters to enhanced Income Management customers’ on the site to confirm that the appropriate letter has been selected for the customer
• Complete the letter by following the instructions at the start of the template

Go to Step 8.

Print a draft version of the completed letter and submit to line manager for quality checking. Make sure the following has been checked:

• formatting, spacing and grammar
• correct letter has been selected as per A guide to letters to enhanced Income Management customers

When the letter is approved, send it to the customer.