Assessing, coding and reviewing weekly payments 103-05010010

It is expected all Service Officers who have completed the training will assess, review and process weekly payments.

All Service Officers:

• answer general enquiries about weekly payments and eligibility criteria
• identify customers who may benefit from weekly payments
• transfer calls to the relevant Urgent Payment queue if the customer asks about starting, stopping or reviewing weekly payments

To start, stop or review payment arrangements, Service Officers must be SO3 or above and have completed the training module. Transfer phone requests for weekly payments to staff who have completed the training.

Staff do not need to request the WKLUPD - Weekly Payments resources by the ICT Security Portal (ISP). Access to approve weekly payments is provided to all staff at the SO3/4 level.

Service Officers may receive a reminder email from ICT ISP informing them their access is expiring. This message should be ignored, as no resource request is needed.

Access:

• Weekly payments workflow in Customer First
• Weekly Payment by the Task Selector in Process Direct

These workflows show details on:

• Applying for weekly payments
• assess if weekly payments are suitable for the customer
• identify other services in place for the customer
• set up ongoing contact, reporting and review arrangements
• start weekly payments
• Reviewing weekly payments
• assess whether or not to continue weekly payments
• follow up other services that can help the customer manage their finances

See Weekly payments for information about:

• the broader service offer to consider
• customers who may benefit
• eligibility criteria and eligible payments

Customers on weekly payments will have their arrangement reviewed manually during the following changes in circumstances contacts such as:

• a change in employment status
• at the request of the customer
• new claim lodgement or assessment
• when a vulnerability or homelessness indicator is reviewed

Customers receiving the following payments will have an automatic review created every 11 months:

• ABSTUDY, except for customers paid ABSTUDY components on a term basis
• Austudy, excluding Australian Apprentices
• Carer Payment (CP)
• JobSeeker Payment (JSP)
• Parenting Payment (PP), single and partnered
• Special Benefit (SpB)
• Youth Allowance (YA), excluding Australian Apprentices

From 29 June 2022, annual reviews are no longer required for customers receiving Age Pension and Disability Support Pension.

Removal of this requirement does not replace the option for a manual review to be completed at any time. These reviews may be undertaken:

• due to a change in employment status
• at the request of the customer
• at new claim lodgement or assessment
• when a vulnerability or homelessness indicator is reviewed
• where circumstances indicate there may be a need for additional support, for example, a claim for Immediate Payment is received