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Initial contact and identification of services for people with a disability 008-01000000

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This document outlines information on the assessment of customer circumstances at initial contact to identify and provide products and services for people that are ill, injured or have a disability.

Government intent

When a customer contacts Services Australia seeking assistance because they are ill, injured or have a disability, they only need to explain their current circumstances. The agency will then assess the customer's circumstances so that a package of products and services may be offered to the customer.

Initial contact

The initial contact may be made to the agency either by phone or in person. This is when the customer is offered payments and services that suit their circumstances.

Intent to claim provisions were amended on 1 July 2018 and apply only to customers in vulnerable circumstances.

Consider alternative payments and services

If the customer's illness, injury or disability does not result in a continuing inability to work and the customer does not have a job or study to return to when recovered, alternative payments and services may be more appropriate.

Contents

Initial contact by a customer who is ill, injured or has a disability

Using the National Relay Service (NRS)

First Contact Service Offer (FCSO) workflow

Providing services to customers with disabilities

Special Disability Trust (SDT)

Essential Medical Equipment Payment (EMEP)

Claiming Disability Support Pension (DSP)

Customers claiming JobSeeker Payment (JSP)/Youth Allowance (YA) (Incapacitated)