This page contains information on the required process when an enquiry is received from an income managed customer regarding the appointment or cancellation of a payment nominee arrangement.
NIM
On this Tab:
Payment nominee appointment/cancellation enquiry
Principal and/or payment nominee contact
Payment nominee arrangements for specific IM measures
Ceasing NIM
Payment nominee appointment/cancellation enquiry
Table 1: Portions of this process must only be completed by the Welfare Quarantining Program team or Nominee IM processing team within the National Business Gateway (NBG).
Expand tableStep | Action |
1 | A principal for IM purposes
If a payment nominee's payments are income managed under the following measures, the customer for whom they are payment nominee (the principal) will also have their payments income managed: - Child Protection enhanced Income Management (CPeIM)
- Supporting People at Risk 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 income managed 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 income managed under NIM or NeIM are not required to meet the eligibility criteria for the measure applicable to their payment nominee. |
2 | Payment nominee arrangements
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 income managed
- I005Q1 - IM customer's nominee arrangement ended. Please review IM
- I044Q1 - Customer is on IM and has a payment nominee. Check IM status
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3 | Review nominee arrangements
The payment nominee arrangement must be reviewed if: - the payment nominee is on IM or enhanced IM and referred to be income managed under any measure
- the principal is referred to the Cape York enhanced IM, Child Protection enhanced IM, Supporting People at Risk (SPaR) enhanced Income Management or assessed/automatically identified as a Vulnerable Welfare Payment Recipient (VWPR) enhanced Income Management
- 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. |
4 | Manual Follow-up (MFU) activities
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 income managed
- a payment nominee arrangement ends
- an income managed customer has or appoints a payment nominee
- an income managed 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. |
Principal and/or payment nominee contact
Table 2: Portions of this process must only be completed by the Welfare Quarantining Program team or Nominee IM processing team (NBG).
Expand tableStep | Action |
1 | Actioning a Work Item
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 (Access Support Centre) (select Income Management option) for assistance to investigate and take appropriate action
If the Work Item is: |
2 | Work Item I045Q1
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 income managed under the following measure - Compulsory IM or enhanced IM - Disengaged Youth (DEY) or Long Term Welfare Payment Recipient (LTWPR)? |
3 | Is the principal eligible for income management?
The principal is not eligible for NIM or NeIM if the payment nominee is income managed 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 2
- No, manually tick off the Work Item and record details on a DOC. Procedure ends here
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4 | Work Item I005Q1
IM customer's nominee arrangement ended. Please review IM. Was the payment nominee income managed under the following measure - CIM - DEY or LTWPR? - Yes, switch off NIM. Go to Table 4
- No, manually tick off the Work Item. Procedure ends here
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5 | Work Item I044Q1
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
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Payment nominee arrangements for specific IM measures
Table 3: Portions of this process must only be completed by the Welfare Quarantining Program team or Nominee IM processing team (NBG).
Expand tableStep | Action |
1 | Principal has an excluded payment nominee
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 show where the customer has a balance in their Income Management account. 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:
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. |
2 | Principal no longer has an excluded payment nominee
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, or VWPR 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
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Ceasing NIM
Table 4: this process must only be completed by the Welfare Quarantining Program team or Nominee IM processing team (NBG).
Expand tableStep | Action |
1 | Payment nominee not on IM or enhanced IM
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
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2 | Ending NIM
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. |
New NeIM customers
On this page:
New Nominee enhanced Income Management customers
Placing a new customer on NeIM
New Nominee enhanced Income Management customers
For the Income Management Contact Officer (IMCO).
Table 1
Expand tableStep | Action |
1 | Work allocation
Workload Manager (WLM) will allocate a work item for new customers who profile for Nominee enhanced IM: In Customer First, select the activity on the Activity List (AL) screen, this will go to the Activity Details (AY) screen. Select K (keywords) and the keywords will show. - 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
Go to Step 2. |
2 | Enhanced IM Measure check
Before commencing the customer on NeIM, make sure they have not already commenced under an enhanced IM measure in their own right. In Process Direct, go to the EIMS screen: - The Customer Summary table will show if the customer has commenced enhanced IM under a measure in their own right
- If the customer is in their Initial waiting period/grace period, the days remaining will show at the top of the EIMS screen
Is the customer on enhanced IM under another measure? - Yes, as NeIM is the lowest measure within the hierarchy, finalise the work item. Procedure ends here
- No, go to Step 3
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3 | Payment nominee 'Switch on' check (address and measure)
In the payment nominee's record, check the Benefit Status Line to see if the customer is on enhanced IM or IM. Measure check:
- For enhanced IM
- In Process Direct, go to the EIMS screen to check the payment nominee's current measure
- For IM
- In Customer First, go to Income Management Summary > See Historical information to view the IM measure
Safe (suitable) address
In Customer First, go to the Address Summary (ADH) screen to check if there is a safe (suitable) address where the personalised SmartCard can be sent. If the customer has a payment nominee, check the payment nominee has a safe (suitable) address, as the SmartCard will be mailed to the payment nominee. Note: 'C/O of community' address, or a community address without a house number or PO Box are safe (suitable) addresses to which the personalised SmartCard can be sent. Go to Step 4. |
4 | 'Switch on' check (Benefit Status)
In Customer First, select CRN/BP and check the Benefit Status Line to confirm the customer does not have a cancelled (CAN) payment or suspended (SUS) due to imprisonment (SUS/IMP). Does the customer have a CAN or SUS/IMP payment, or the payment nominee does not have a safe (suitable) address? - Yes, the customer will not be able to commence NeIM, go to step 5
- No, the customer with all other payment statuses and a safe (suitable) address can commence NeIM, go to Step 6
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5 | Deferral MFU
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 onto NeIM-CeIM, CP, SPaR (remove measures not applicable to payment nominees measure), 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. |
6 | Basic system check
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: Telephone Details Summary (TDS) screen:
If a telephone number is available, check that it has 10 digits. Payment Destination Summary (PAS) screen:
A valid BSB and account number must be recorded, as outlined in Payment destination. While the customer has a payment nominee the BSB and account details must be in the name of the payment nominee. If the BSB and account details are in the name/joint name of the customer, take action, see Table 2 > Step 7 in Changing payment destination. Check the ISP and FAO (if applicable) payment destinations and update if required. Note: if the customer does not have a BSB or account number to update the PAS screen, 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. Go to Table 2. |
Placing a new customer on NeIM
For the Income Management Contact Officer (IMCO).
Table 2
Expand tableStep | Action |
1 | Run the EIM Assessment workflow
- Key START in the Super Key
- Select the EIM Assessment workflow from the Task Selector
- Follow the prompts within the workflow
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2 | EIM Assessment workflow (Voluntary agreement)
Select the applicable measure from the dropdown menu. If prompted: - Select No to the question 'Has the customer requested 'Voluntary Agreement?'
- A dropdown menu will appear
- Select the applicable measure from the dropdown menu
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3 | EIM Assessment workflow (Initial waiting period)
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. |
4 | EIM Assessment workflow (Card issuer)
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. |
5 | EIM Assessment workflow (Finalise)
At the end of the workflow in the Notes sections: - Record details on a DOC
- Finalise the workflow
- Exit Process Direct
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6 | Manual letter
Send a Q888 letter: - If the customer has a correspondence nominee, the customer's letter must be drafted and quality checked before drafting the nominee's letter
- Process Direct is the preferred option for drafting and issuing the manual letter
- Refer to A guide to letters to enhanced Income Management customers to confirm the appropriate letter has been selected for the customer
- Benefit Type/Service Reason: IQN
- Find the template for the relevant New enhanced IM letter on the Payment Delivery letters sub-site for:
- 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. Go to Step 7. |
7 | Letter allocation
Letter activities create a workload item that may allocate to any Service Officer. To prevent the Q888 letter activity from being cancelled or completed by another service officer during the quality checking process: In Customer First, select: - the letter activity from the Activity List (AL) screen
- (V) View activity details on the AY screen
- Continue
- Notes field and enter the following:
- Q888 letter pending quality checking DO NOT ACTION
- Continue
Go to Step 8. |
8 | Quality checking
Manual letters must not be sent to the customer and/or their correspondence nominee until they have been quality checked. Quality checking is normally completed by enhanced IM LPS, due to NeIM work being undertaken by APS5 Service officers, quality checking may be completed - peer to peer. Print a draft version of the completed letter and submit for peer review. A draft version of the letter can be either: - printed locally and given to peer, or
- emailed to your peer with OFFICIAL: Sensitive security marking
Make sure the following has been checked: Letter checkers, see Quality checking enhanced IM manual letters to complete the check Once the letter is approved, go to Step 9. |
9 | Send manual letter
Once the manual letter has been quality checked by a peer and advised no errors, send letter to customer and correspondence nominee (if applicable). |
10 | Complete a SAP Refresh in Process Direct
Process Direct EIMS screen may show 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 showing as a Nominee enhanced IM customer
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11 | Work Item
Finalise the work item. Procedure ends here. |
NeIM Change of circumstances
On this Tab:
Work item allocation and coding
Recommence Nominee enhanced IM
Work item allocation and coding
For the Income Management Contact Officer (IMCO).
Table 1
Expand tableStep | Action |
1 | NeIM work allocation
Workload Manager (WLM) will allocate the following work items for customers who have had a change in circumstances that may affect the customer's (principal) eligibility for NeIM. - NEIMCOC 'NeIM customer - 'Change of circumstance'
- EIMNIM 'Customer eligible for NeIM'
In Customer First, select the activity on the Activity List (AL) screen, this will go to the Activity Details (AY) screen. Select K (keywords) and the keywords will show. |
2 | NeIM record checks
Check the following details: - if the principal is a new enhanced IM customer or on enhanced IM already, and
- if the payment nominee is on IM or enhanced IM
In the principal's record: - Check the BSt (benefit status) line, EIM will show if principal is currently on enhanced IM
- In Process Direct, go to the Enhanced Income Management Summary (EIMS) screen to check if the principal is on NeIM
Payment nominee check - In Customer First, go to the Customer Link Summary (NOLS) screen and check if the principal has a payment nominee
Note: if an individual is showing, enter the payment nominee's record to check the BSt (benefit status) line to see if they are subject to IM (IMN will show) or enhanced IM (EIM will show). If the payment nominee is on: - EIM: in Process Direct, go to the Enhanced Income Management Summary (EIMS) screen to check the current measure of enhanced IM
- IM: in Customer First on the BSt (benefit status) line, IMN will show if the payment nominee is on IM
- To view the nominees IM measure: go to Workspace > Income management summary > Qualification summary > IM measure
Take note of these details as they will be needed at a later Step. Go to Step 3. |
3 | Work items allocation
In Customer First: - In the principal's record
- Go to the activity list (AL) screen, (s) select and view the work item
If the keyword is: |
4 | NEIM(COC) Change in circumstances
The NeIMCOC work item will allocate if the principal is currently on Nominee enhanced IM and no longer meets eligibility for enhanced IM. - If the principal's payment nominee arrangement has ended and a new nominee has been appointed who is on an eligible measure, go to Step 7
For any of the following, go to Ending enhanced Income Management: - If the principal's payment nominee arrangement has ended and no new nominee is appointed
- If the principal's payment nominee has moved to a non-eligible measure, VWPR (Youth or Notice), CY or Voluntary. The principal is not eligible to continue Nominee enhanced IM
- If the principal's payment nominee is granted an exemption from IM or enhanced IM
Procedure ends here. |
5 | EIMNIM customer eligible for NeIM
The EIMNIM work item will allocate if the principal is a: - new NeIM customer, or
- current NeIM customer requiring an update to their NeIM category due to their payment nominee changing enhanced IM or IM measure
If the principal is: - not on NeIM, go to the New NeIM customers sub tab
- currently on NeIM and the payment nominee has moved to:
- CeIM, CP or SPaR, the principal remains eligible for NeIM, go to Step 6
- VWPR(Youth or Notice), CY or Voluntary, the principal is not eligible to continue Nominee enhanced IM, see Ending enhanced Income Management. Procedure ends here
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6 | NeIM payment nominee change in measure
As the payment nominee's enhanced IM measure has changed or the principal has appointed a new payment nominee on an eligible measure, the principal's NeIM category must be changed. In Customer First: - in the principal's record
- go to the Service Strategy (PQSS) screen to confirm which measure to place them on
Child Protection: - NEIMICP – SC745 - Child Protection enhanced IM, or
- NEIMICP – SC746 - Child Protection IM
Supporting People at Risk: - NEIMSPR – SC747 - Supporting People at Risk enhanced IM, or
- NEIMSPR – SC748 - Supporting People at Risk IM
Compulsory enhanced IM: - NEIMCEIM – SC743 - Compulsory enhanced IM (DEY or LTWPR), or
- NEIMCEIM – SC744 - Compulsory IM
The principal is required to have their NeIM ended and recommenced to align with the same category as their payment nominee. Go to Step 7. |
7 | End the principals NeIM participation
In Process Direct: - In the principal's record
- Go to the Enhanced Income Management Summary (EIMS) screen
- Decision details table: + Add
- Decision type: End participation
- Status: Nominee not eligible
- Additional information(mandatory): Principal's payment nominee has had a change in circumstances; principal is required to end NeIM participation and recommence NeIM enhanced IM to align with the same category (NeIM-CP/NeIM-SPaR/NeIM-CeIM – delete not applicable) as their payment nominee
- Select: Save
- To finalise select Assess
- Finish
Go to Step 8. |
8 | CeIM Automatic profile check
Principals who reside in the Northern Territory (NT) may profile automatically for Compulsory eIM (DEY or LTWPR) in their own right, if they meet the eligibility criteria when they end another measure of enhanced IM or IM, the principal is eligible to remain on Compulsory eIM. In Process Direct: - In the principal's record
- Go to the enhanced Income Management Summary (EIMS) screen
- Go to the Customer summary table, view if Compulsory enhanced IM with a status of 'On' is showing.
Did the principal automatically profile for Compulsory enhanced IM when their NeIM was ended? |
Recommence Nominee enhanced IM
Table 2
Expand tableStep | Action |
1 | Recommence the customer onto NeIM
In Process Direct: - Go to the principal's record
- Key START in the Super Key
- Select the EIM Assessment workflow from the Task Selector
- Follow the prompts within the workflow
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2 | EIM Assessment workflow (Voluntary agreement)
When prompted: - Select No to the question 'Has the customer requested 'Voluntary Agreement?'
- A dropdown menu will appear
- Select the Nominee measure from the dropdown menu
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3 | EIM Assessment workflow (Initial waiting period)
The system will default to 28 or 56 days depending on the principal's location. Reduce the Initial Waiting Period (IWP) to zero days, the principal is not entitled to waiting period. |
4 | EIM Assessment workflow (Card Issuer)
Select the principal's current SmartCard issuer. |
5 | EIM Assessment workflow (Finalise)
At the end of the workflow in the Notes sections, record the following details: 'Customers payment nominee has had a change in circumstances, customer is required to end NeIM participation and recommence NeIM enhanced IM to align with the same measure as their payment nominee, as there is no gap in eligibility. The IWP has been reduced to zero days.' Finalise the workflow. |
6 | Manual letter
Send a Q888 letter: - If the customer has a correspondence nominee, the customer's letter must be drafted and quality checked before drafting the nominee's letter
- Process Direct is the preferred option for drafting and issuing the manual letter
- Refer to A guide to letters to enhanced Income Management customers to confirm the appropriate letter has been selected for the customer
- Benefit Type/Service Reason: IQN
- Find the template for the relevant New enhanced IM letter on the Payment Delivery letters sub-site for:
- 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. |
7 | Letter allocation
Letter activities create a workload item that may allocate to any Service Officer. To prevent the Q888 letter activity from being cancelled or completed by another service officer during the quality checking process: In Customer First, select: - the letter activity from the Activity List (AL) screen
- (V) View activity details on the AY screen
- Continue
- Notes field and enter the following:
- Q888 letter pending quality checking DO NOT ACTION
- Continue
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8 | Quality checking
Manual letters must not be sent to the customer and/or their correspondence nominee until they have been quality checked. Quality checking is normally completed by enhanced IM LPS, due to NeIM work items being undertaken by APS5 Service officers, quality checking may be completed - peer to peer. Print a draft version of the completed letter and submit for peer review. A draft version of the letter can be either: - printed locally and given to peer, or
- emailed to peer with OFFICIAL: Sensitive security marking.
Make sure the following has been checked: Letter checkers, see Quality checking enhanced IM manual letters to complete the check. Once the letter is approved, Go to Step 9. |
9 | Send manual letter
Once the manual letter has been quality checked by a peer and advised no errors, send letter to customer and nominee (if applicable). |
10 | Finalise the work item
In Customer First: - In the principal's record
- Go to the Activity List (AL) screen
- Select (S) the activity
- Enter AR in the Next: field
- Finalise
Procedure ends here. |
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