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Nominee enhanced Income Management (NeIM) 103-01210000

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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.

NeIM Change of circumstances

On this Tab:

NeIM Change of circumstances

Work item allocation and coding

Recommence Nominee enhanced IM

Work item allocation and coding


For the Income Management Contact Officer (IMCO).

Table 1

Expand table

Step

Action

1

NeIM work allocation

Workload Manager (WLM) will allocate the following work items for customers who require NeIM action due to a change in circumstances:

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.

  • NEIMCOC 'NeIM customer - 'Change of circumstance'
  • EIMNIM 'Customer eligible for NeIM'

2

NeIM record checks

Check the following details, if the:

  • customer is a new enhanced IM customer or on enhanced IM already, and
  • payment nominee is on IM or enhanced IM

In the customer's record:

  • Check the BSt (benefit status) line, EIM will show if the customer is currently on enhanced IM
  • In Process Direct, go to the Enhanced Income Management Summary (EIMS) screen, the Customer Summary table will show:
    • if the customer is on NeIM
    • the payment nominee's current measure

Payment nominee check

  • In Customer First, go to the Customer Link Summary (NOLS) screen and check if the customer has a payment nominee
  • If an individual is showing, enter the payment nominee's record
  • Check the BSt (benefit status) line:
  • IMN will show if they are on IM
  • EIM will show if they are on enhanced IM

If the payment nominee is on:

  • EIM: in Process Direct, go to the EIMS screen, the Customer Summary table will show the payment nominee's current measure
  • IM: in Customer First, go to Workspace > Income management summary > Qualification summary > IM measure

Take note of these details as they will be needed at a later step.

If the work item noted in step 1 is:

3

NEIM(COC) Change in circumstances

The NeIMCOC work item will allocate when there is a change in circumstances that may affect the customer's NeIM participation.

  • If the customer's payment nominee arrangement has ended and a new nominee has been appointed who is on CP, SPaR or CIM/CeIM (DEY or LTWPR), go to Step 6

For any of the following, go to Ending enhanced Income Management:

  • If the customer's payment nominee arrangement has ended and no new nominee is appointed
  • If the customer's payment nominee has moved to Cape York, VWPR (Youth or Notice), or Voluntary, the customer can no longer remain on NeIM
  • If the customer's payment nominee is granted an exemption from IM or enhanced IM

Procedure ends here.

4

EIMNIM customer eligible for NeIM

The EIMNIM work item will allocate if the customer 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 customer is:

5

NeIM payment nominee change in measure

As the payment nominee's measure has changed or the customer has appointed a new payment nominee, the customer's NeIM category must be changed.

In Customer First:

  • in the customer'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 customer is required to have their NeIM ended and recommenced to align with the same category as their payment nominee.

6

End the customer's NeIM participation

In Process Direct:

  • In the customer's record
  • Go to the EIMS screen
    • Decision details table: + Add
    • Decision type: End participation
    • Status: Nominee not eligible
    • Additional information(mandatory): Customer's 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 category (NeIM-CP/NeIM-SPaR/NeIM-CeIM – delete not applicable) as their payment nominee
  • Select: Save
  • To finalise select Assess
  • Finish

7

Check for underlying eligibility for another enhanced IM measure

Customers who reside in the Northern Territory (NT) may profile automatically for CeIM (DEY or LTWPR) in their own right, if they meet the eligibility criteria when they end another measure of enhanced IM.

Once the activity to end NeIM has been finalised, in Customer First, go to the Address History Summary (ADH) screen and check if the customer’s home or term address is in the NT.

Is the customer's home or term address in the NT?


Recommence Nominee enhanced IM


Table 2

Expand table

Step

Action

1

Recommence the customer onto NeIM

In Process Direct:

  • Go to the customer's record
  • Key START in the Super Key
  • Select the EIM Assessment workflow from the Task Selector

The eIM assessment eligibility screen will display the following question:

  • ‘Has the customer requested ‘Voluntary Agreement?’
    • Select No
  • Measure: select the applicable measure from the dropdown menu
  • Select Next

2

Process Direct errors

If an error displays within the workflow, raise an incident through Using Digital Assistant Roxy in Process Direct.

3

EIM Assessment workflow (Sharing information)

When presented with the question ‘Do you understand Services Australia will share this information?’, select ‘Customer not Present’ from the dropdown menu.

4

EIM Assessment workflow (Card Issuer)

If the customer has maintained the same payment nominee:

  • select the same card issuer that was selected previously for the payment nominee

If the customer has appointed a new payment nominee:

  • the card issuer must be aligned to the payment nominee, as they will manage the funds on behalf of the customer

If the payment nominee is on:

  • enhanced IM, they have selected a card issuer previously. Select the same card issuer for the customer
  • IM, check if they reside in the NT:
    • If they reside in the NT and they have an existing nominated bank account with the Traditional Credit Union (TCU), select TCU as the card issuer
    • For all other circumstances, select Indue as the card issuer

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

5

EIM Assessment workflow (Initial waiting period)

The system will default to 28 or 56 days depending on the customer's circumstances.

Reduce the Initial Waiting Period (IWP) to zero days, the customer is not entitled to waiting period.

6

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 restart NeIM enhanced IM to align with the same measure as their payment nominee, as there is no gap in income management. The IWP has been reduced to zero days.'
  • Finalise the workflow
  • Exit Process Direct

7

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:
    • New NeIM customer
  • Complete the letter by following the instructions at the start of the template

8

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

9

Quality checking

Manual letters must not be sent to the customer and/or their correspondence nominee until they have been quality checked.

Enhanced IM LPS normally complete quality checking. 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 10.

10

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).

11

Finalise the work item

In Customer First:

  • In the customer's record
  • Go to the Activity List (AL) screen
  • Select (S) the activity
  • Enter AR in the Next: field
  • Finalise

Procedure ends here.