Nominee Income Management (NIM) and Nominee enhanced Income Management (NeIM) 103-01210000

If a payment nominee's payments are welfare quarantined under the following measures, the customer for whom they are payment nominee (the principal) will also have their payments welfare quarantined:

• Child Protection Income Management (CPIM) and enhanced Income Management (CPeIM)
• Supporting People at Risk Income Management (SPaR) and enhanced Income Management (SPaReIM), or
• Compulsory Income Management (CIM) and enhanced Income Management (CeIM) - Disengaged Youth (DEY) or Long Term Welfare Payment Recipient (LTWPR)

A principal for Income Management and enhanced Income Management purposes will be welfare quarantined under the same measure as their payment nominee, unless they qualify for a different measure on their own. However, if a principal is no longer eligible for IM or enhanced IM on their own, they will start NeIM.

Principals who are welfare quarantined under NIM or NeIM are not required to meet the eligibility criteria for the measure applicable to their payment nominee.

Work Items are created on an IM customer's record when an activity is actioned and requires further investigation, or a review is required. A nominee related Work Item will be generated to identify a customer who participates in IM and:

• is a payment nominee or becomes a payment nominee for another person
• has a payment nominee or has a payment nominee appointed
• their payment nominee arrangement ends

The following Work Items will appear on the Income Management Summary screen of an IM customer who:

• is a payment nominee
• I045Q1 - Customer on IM and is a pay nominee. Check principal's IM status
• has a payment nominee whose payments are welfare quarantined
• I005Q1 - IM customer's nominee arrangement ended. Please review IM
• I044Q1 - Customer is on IM and has a payment nominee. Check IM status

The payment nominee arrangement must be reviewed if:

• the payment nominee is on IM or enhanced IM and referred to be welfare quarantined under any measure
• the principal is referred to the Cape York enhanced IM, Child Protection enhanced IM, Supporting People at Risk (SPaR) or assessed/automatically identified as a Vulnerable Welfare Payment Recipient (VWPR)
• at any time, there is concern that the nominee arrangements are no longer appropriate
• there is concern that the appointment of a payment nominee is an attempt to avoid IM or enhanced IM

Record details on a DOC of the review of the payment nominee arrangement. See Reviewing nominee arrangements.

The payment nominee arrangement should be cancelled or revoked if not in the best interests of the principal. For coding, see Cancelling a nominee arrangement.

In addition to a Work Item, an INM/NIM MFU activity that cannot be cancelled will be created when:

• a payment nominee starts enhanced IM or ceases IM or enhanced IM
• there is a change in the measure under which the payment nominee is welfare quarantined
• a payment nominee arrangement ends
• a welfare quarantined customer has or appoints a payment nominee
• a welfare quarantined customer becomes a payment nominee
• there is a change to the payment nominee's enhanced IM percentage (Cape York Initiative only)

MFUs will be automatically completed or deleted once the Nominee IM Assessment workflow has been completed, or if it is no longer valid.

Only one INM/NIM MFU will exist at any time. If a new MFU is created when there is an existing MFU, the MFU with the higher priority will be created, and the other deleted.

MFUs should only be actioned by the Welfare Quarantining Program team.

Welfare Quarantining Program staff must investigate the principal's IM or enhanced IM status and update any details on the Nominee IM Assessment screen or issue letters as appropriate.

Selecting the MFU will navigate to the Nominee IM Assessment workflow.

The Resources page contains a list of keywords and circumstances when an MFU will be created and what action is required.

Service Officers not trained in IM should seek appropriate assistance.

Cold transfer the customer to:

• the IM line
• the Indigenous Services queue (if appropriate), or
• Multilingual Call (if appropriate)

See the Resources page for a link to the National Transfer numbers. Procedure ends here.

• Use these process details to investigate and action the Work Item
• Seek assistance from a specialised Service Officer (if available) or Service Support Officer, or
• Contact the Technical Support Line (select Income Management option) for assistance to investigate and take appropriate action

If the Work Item is:

• I045Q1, go to Step 2
• I005Q1, go to Step 4
• I044Q1, go to Step 5

Customer on IM and is a payment nominee. Check principal's IM status.

If the principal is on Nominee IM, Nominee enhanced IM or IM or enhanced IM on another measure in their own right, procedure ends here.

If the principal is not on IM or enhanced IM, check the payment nominee’s IM or enhanced IM measure.

Is the payment nominee welfare quarantined under one of the following measures?

- Child Protection (CP)

- Supporting People at Risk (SPaR), or

- Compulsory IM or enhanced IM - Disengaged Youth (DEY) or Long Term Welfare Payment Recipient (LTWPR)

• Yes, the principal must be placed on enhanced IM. Go to New Nominee enhanced IM customers subtab
• No, go to Step 3

The principal is not eligible for NIM or NeIM if the payment nominee is welfare quarantined under the following measures:

• Cape York
• VWPR Youth or Notice, or
• Voluntary IM or enhanced IM

Note: if the principal has been recorded as ineligible for IM or enhanced IM as they had an excluded payment nominee for Income Management (IM) and enhanced IM purposes, they may now be eligible for enhanced IM in their own right.

Check Qualification Details on the Income Management Summary screen in the principal's record.

Is the principal currently ineligible for IM in their own right as they have had an excluded payment nominee?

• Yes, the ineligibility will need to be removed as the customer no longer has an excluded payment nominee for IM or enhanced IM purposes. Go to Table 3, step 2l
• No, manually tick off the Work Item and record details on a DOC. Procedure ends here

IM customer's nominee arrangement ended. Please review IM.

Was the payment nominee welfare quarantined under one of the following measures?

- CPIM

- SPaR, or

- CIM - DEY or LTWPR?

• Yes, switch off NIM. Go to Table 4
• No, manually tick off the Work Item. Procedure ends here

Customer is on IM and has a payment nominee. Check IM status.

Is the payment nominee an excluded payment nominee for Income Management (IM) and enhanced IM purposes?

• Yes, go to Table 3
• No, the customer remains on IM. Procedure ends here.

If the principal has an excluded payment nominee for Income Management or enhanced Income Management purposes, update the principal's IM eligibility.

The updates required will depend on which IM measure applies to the principal.

Note: if the principal had NIM applied (that is, switched on in the 'background'), NIM must be ended before the principal's primary IM measure is ended. Failure to process in this order will result in the customer being transferred from their primary IM measure to NIM and associated letters being issued.

Voluntary IM (VIM)

Launch the Voluntary IM Assessment workflow.

On the Voluntary Agreement Details screen:

• Agreement Status:
• select 'Terminated' from the dropdown menu
• Agreement Termination Reasons:
• tick the check box 'Customer has payment nominee who is not subject to IM' or 'Customer has DVA agent or trustee who is not subject to IM' as appropriate
• select Continue

The IM Decision screen is protected. Select Continue.

The Income Management Disbursement Interview screen will display where the customer has a balance in their Income Management account.

• If requested by the payment nominee and customer (if available), conduct Disbursement interview. See Disbursement interview for Voluntary Income Management

On the Expense Management Summary screen:

• cease any expenses or issue any one off payments as per the Disbursement interview
• select Continue

On the Income Management Summary screen:

• tick off the nominee Work Item
• select Continue then Finalise

Finalise Disbursement interview with the payment nominee and customer (if available) and record details on a DOC. Refer to Disbursement interview for Voluntary Income Management.

Procedure ends here.

DEY, LTWPR or VWPR measures

Level 2 SAMS access is required to update a customer's eligibility for these measures of IM.

If requested by the payment nominee and customer (if available) conduct a Disbursement interview but do not run the Disbursements workflow. See:

• Disbursement interview for Disengaged Youth (DEY) and Long Term Welfare Payment Recipient (LTWPR) Income Management
• Disbursement interview for Vulnerable Welfare Payment Recipients (VWPR) Income Management

Complete any processing as applicable such as:

• coding one off payments
• closure of BasicsCard
• set up Centrepay deductions
• conversion of Rent Deduction Scheme payments

Record details of the disbursement interview, including any additional action required on a DOC.

• Send the Customer Reference Number (CRN) through webform to the Income Management helpdesk requesting the customer be made ineligible as they have an excluded payment nominee. See the Resources page for a link to the helpdesk webform
• The Helpdesk will update the customer's eligibility and complete the Disbursements workflow as per information recorded in the Disbursement interview DOC. Procedure ends here

Launch the Compulsory IM Assessment workflow or Vulnerable IM Assessment workflow.

On the Decision screen select:

• Yes to Is the customer ineligible for Compulsory/Vulnerable (as applicable) Income Management?
• Select 'Excluded Payment Nominee' from the dropdown menu
• Continue workflow

Complete disbursement interview coding as per Disbursement interview DOC recorded by the Service Officer.

On the Income Management Summary screen:

• tick off the nominee Work Item
• select Continue then Finalise

Procedure ends here.

CPIM measure

If requested by the payment nominee and customer (if available), conduct a Disbursement interview with the payment nominee and customer (if available) but do not run the Disbursements workflow. See:

• Disbursement interview for Child Protection Income Management

Clearly DOC the disbursement interview, including full details of any additional processing required such as:

• one off payments to TPOs
• transfer funds to BasicsCard or closure of BasicsCard
• Centrepay deductions
• conversion of Rent Deduction Scheme payments

Service Officer must inform customers that Income Management will only end after the Income Management Contact Officer (IMCO) has reconfirmed the payment nominee arrangement as appropriate and ineligibility coding has been completed.

• Send a Fast Note to the appropriate Region Code. Select Auto Text, use Income Management > Update > Excluded Payment Nominee. The Resources page has a link to the Income Management Contact Officer (IMCO) intranet page. Procedure ends here

IMCOs will confirm whether the payment nominee arrangement is appropriate and will update the customer's Income Management eligibility.

Note: if the payment nominee arrangement is not appropriate, the IMCO should cancel the nominee arrangement. For coding, see Cancelling a nominee arrangement.

Launch the IM Decision workflow.

On the IM Decision screen all user details will default, and the following fields are to be updated:

• Reason for Reassessment: Select 'change in payment nominee details' from the drop down menu
• Measure: Select the measure applicable to the principal from the dropdown menu:
• Cape York
• Child Protection
• Supporting People at Risk
• IM Ineligibility Reasons: Tick the check box 'customer determined to be ineligible for Income Management after commencement'
• Continue workflow
• Complete disbursement interview coding as per Disbursement interview DOC recorded by Service Officer
• On the Income Management Summary screen:
• tick off the nominee Work Item
• select Continue then Finalise

If the principal no longer has an excluded payment nominee for Income Management or enhanced Income Management purposes, update the principal's IM eligibility.

The updates required will depend on which IM measure applies to the principal.

DEY, LTWPR, VWPR or CP IM measures

Level 2 SAMS access is required to update a customer's eligibility for these measures of IM.

• Send the Customer Reference Number (CRN) through the Helpdesk webform to the Income Management helpdesk requesting the customer have ineligibility coding removed as they no longer have an excluded payment nominee. See the Resources page for a link to the helpdesk webform
• The Helpdesk will update the customer's eligibility. Procedure ends here

A customer can remain on NIM regardless of whether their payment nominee participates in an eligible IM or enhanced IM measure. Service Officers must check the record of both the principal and payment nominee thoroughly before ending NIM.

If in doubt Service Officers must seek help through the appropriate channels as NIM cannot be reinstated if an error is made.

To check the record, go to the Income Management Summary screen to check if the payment nominee is on IM or check the Benefit status line (BSt) to check if the payment nominee is on the enhanced IM program.

• If the payment nominee is on an eligible INM measure
• The customer must remain on NIM
• Procedure ends here
• If the payment nominee is on an eligible EIM measure
• The customer must remain on NIM
• Procedure ends here
• If the payment nominee is on neither INM or EIM because:
• the customer no longer participates in an eligible IM or enhanced IM measure, go to Step 2

The ending of NIM must only be completed by the Welfare Quarantining Program team.

• Send the Customer Reference Number (CRN) through webform to the Income Management helpdesk requesting NIM be ended for the customer (principal). See the Resources page for a link to the helpdesk webform

The Helpdesk will update the customer's eligibility in line with Nominee Income Management (NIM) processing. Procedure ends here

Workload Manager (WLM) will allocate a work item for new customers who profile for Nominee enhanced IM:

• Nominee eIM with the following keywords:
• EIMNIM and one of the following NEIMICP, NEIMSPR or NEIMCEIM (see Enhanced IM Manual Follow Up (MFU) keywords) for new NeIM customers, or
• EIMNIM and EIMDEF for new NeIM customers who were previously deferred

In Customer First, select CRN/BP and check the Benefit Status Line to confirm the customer does not have a suspended (SUS) or cancelled (CAN) payment due to imprisonment (CAN/IMP or SUS/IMP).

All other payment statuses are eligible payment types for Nominee enhanced IM.

Does the customer have a CAN/IMP or SUS/IMP payment?

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

The personalised SmartCard must be mailed to a safe (suitable) address. This will ensure that the personalised Smartcard is mailed to an appropriate address and used by the intended recipient.

In Customer First, in the payment nominee’s record, go to the Address Summary (ADH) screen to view if there is a safe (suitable) address to which the personalised SmartCard can be sent.

Note: a customer with a ‘C/O of community’ address, or a community address without a house number or PO Box are safe (suitable) addresses to which a customer’s personalised SmartCard can be sent.

Does the payment nominee have a safe (suitable) postal address?

• Yes, go to Step 5
• No, go to Step 4

Set a deferral MFU to review the customer’s circumstances in 28 days.

Place the work item on hold for 28 days. Do not use ‘hold to user’.

In Customer First, create a manual review on the Review Registration (RVR) screen and complete the fields as follows:

• Service Reason: JSP (regardless of which payment the customer is on)
• Review Reason: INC (General Income Review)
• Due Date: 28 days from today's date
• Source: INT
• Date of Receipt: today's date
• Notes: 'Unable to switch customer ON due to no safe address to post a personalised SmartCard/their payments are cancelled or suspended - customer in prison.'
• Keywords: EIMDEF and EIMNIM
• Workgroup: leave blank
• Position: leave blank
• Transfer to Region: leave blank

The review will mature on the Due Date coded in the RVR activity. Workload Management will allocate the review for manual action.

Procedure ends here.

It is important that customer details are checked to ensure the enhanced IM account can be created with the financial institution.

Invalid or incomplete information on the customer record may result in the customer not going on to enhanced IM.

In Customer First, check all the following:

If a telephone number is available, check that it has ten digits.

A valid BSB and account number must be recorded, as outlined in Payment destination.

Check the CRN/BP screen to confirm if there is a current payment nominee arrangement. If no payment nominee arrangement is in place, and the BSB and account details are not in the name/joint name of the customer, take action, see Table 2, Step 5 in Changing payment destination.

Check the ISP and FAO (if applicable) payment destinations and update if required.

Note: if the account is end dated or the payment destination is cheque, send an email to the Enhanced Income Management Helpdesk. See the Resources page for email template Table 1. However, the customer can still start on enhanced IM in this circumstance.

Check the legal name of the customer and their payment nominee (if they have one). This is provided to the financial institution to establish the enhanced IM account and SmartCard.

If the legal name of the customer or payment nominee (if they have one) includes a number or symbol (excluding a hyphen or apostrophe) in their first name, middle name, or surname (for example, ‘Smith2’), or only one legal name is recorded:

• The customer will not be able to start enhanced IM
• Complete the Level 2 enhanced IM program helpdesk webform (see Resources). Include details about the customer or payment nominee’s legal name as it appears on the Commencement of Identity documents recorded on Centrelink systems
• DOC the record with the referral details
• Place the work item on hold for 28 days. Do not use ‘hold to user’
• Procedure ends here

If no update to the customer or payment nominee name is required, go to Table 2.

• Key ‘START’ in the Super Key
• Select the ‘EIM Assessment workflow’
• Follow the prompts within the workflow

Select the applicable measure from the drop-down menu.

If prompted:

• Select ‘No’ to the question ‘Has the customer requested ‘Voluntary Agreement?’
• A drop down menu will appear
• Select the applicable measure from the drop-down menu

Set the Initial Waiting Period.

The system will default to 28 or 56 days depending on the customer’s location.

Note: customer’s payment nominee can contact at a later stage and bring the enhanced IM start date forward if they can obtain a temporary SmartCard or receive their personalised SmartCard early.

Processing staff should select Indue as the card issuer for all customers, except NT customers.

NT customers only

If a customer has an existing nominated bank account with the Traditional Credit Union (TCU), the processing staff member must place the customer with TCU as the card issuer.

If the customer’s nominated bank account is with anyone other than TCU, select Indue as the card issuer.

Note: NT customers retain the option to switch card issuers later.

At the end of the workflow in the Notes sections

• Record details on a DOC
• Finalise the workflow
• Exit Process Direct

In Customer First, go to the OLA Accepted Service Reason (OASR) screen and enter:

• Required Service Reason: IQN
• Advice letter code: enter Q888
• Find the relevant New enhanced IM template in Payment Delivery Letters for:
• New NeIM customer
• Complete the letter by following the instructions at the start of the template

Note: a manual letter is only required for the Principal. An automated letter is issued and sent to the payment nominee.

Print a draft version of the completed letter and submit for quality checking with an APS5 (or above) staff member.

Note: APS5 staff completing this work must submit their letters to their line manager for quality checking.

When the letter has been approved, send it to the customer.

Process Direct EIMS screen may display an incorrect enhanced IM measure.

In Process Direct, go to the EIMS screen:

• Complete a SAP Refresh
• Exit out of the record
• Access the customer’s EIMS screen again, confirm the customer is correctly displaying as a Nominee enhanced IM customer

Finalise the work item.