Mobility Allowance (MOB) Employment/Training Reviews 008-10030020

Has the customer asked for an electronic version of the MOB Employment/Training review (MOB ETR) form?

• Yes,
• tell the customer that the Review of Mobility Allowance (MA003M) form can be downloaded and completed from the Services Australia website
• customers with disability or medical condition affecting their vision can request documents in an accessible format. See Accessible letters for customers with vision loss
• No. If the customer asks about:
• qualifying activities, go to Step 2
• employer or training organisation details, go to Step 3
• job search or participation activities, go to Step 4
• a car under the Vehicle Assistance Scheme from DVA, go to Step 5
• the statement, go to Step 6

To remain eligible for MOB, customers must continue to undertake a qualifying activity, such as:

• Gainful employment
• Vocational training
• Independent living/life skills training
• Voluntary work
• Combination of vocational training, voluntary work, gainful employment and independent living skills
• Job search activities

Employment

Customers undertaking voluntary or paid work must provide details of the:

• Employer (or business if self-employed)
• Charitable, welfare or community organisation (voluntary work)
• Number of hours they spend on the activity over a 2- and 4-week period

Customers receiving the higher rate of MOB must also report their income to verify wages are at or above the relevant minimum wage. While MOB is not income tested, if the hours worked are below:

• 15 hours per week as reported by the customer, higher rate MOB recipients will enter a 12-week higher rate period of grace (POG)
• 32 hours over a 4-week period, the customer will enter a 12-week standard rate POG

If an income support payment is precluded due to income/hours worked, the customer may still be eligible for the higher rate of MOB.

Vocational or independent living/life skills training

Customers undertaking vocational or independent living/life skills training must provide:

• Details of the organisation
• Course details
• Number of hours they spend on the activity over a 4 week period
• Start and end date of the course

Disregard any recreational components of the independent living/life skills training.

In Process Direct:

• Select Customer Summary from the landing page
• Key the customer’s CRN > Go
• In the customer’s record, select > > Participation Summary > Activity type/Non-applied exemptions > Referral summary

Customers participating in DES Disability Management Service (DES DMS) satisfy the eligibility requirement for MOB standard rate:

• through their participation
• The number of hours participating in DES DMS is not taken into account
• when they have a current Job Plan that includes job search activities

Customers undertaking job search activities must provide:

• details of their employment services provider, or
• evidence of job search activities if they are not in receipt of an income support payment

Customers who lodge a medical certificate that exempts them from their mutual obligation requirements may lose qualification for MOB because they no longer meet the Mobility Allowance travel test. See Cancellation and Period of Grace for Mobility Allowance (MOB).

If the customer has been provided with a car under the Vehicle Assistance Scheme from DVA they need to provide:

• the date the vehicle was received, and
• proof they still have the vehicle

MOB is not payable if the customer is in receipt of a DVA car. See Eligibility for Mobility Allowance (MOB).

The purchase of a GST-free vehicle does not affect qualification for MOB, refer customers to the Australian Taxation Office for advice if required.

Customers need to check the form is completed and they have read the statement before signing (electronic signature also acceptable) the review form.

Note: discuss any concerns about the authenticity of the electronic signature with a supervisor and complete a Suspected Fraud referral if appropriate. Do not document specific details of the allegation(s) on the customer's record. Escalate to Level 2 Policy Helpdesk if further assistance is required.

Review the customer’s responses to the MA003 to decide if all required questions have been answered.

If the customer’s MOB status is

• Current, and
• a completed MA003 has been provided, go to Step 3
• an incomplete MA003 has been provided go to Step 2
• MOB ETR activity has reached due, and the customer has failed to respond to a request for MA003, go to Step 9
• Suspended FRC, and
• a complete MA003 has been provided, restore MOB, see Restoration of Mobility Allowance (MOB), then go to Step 3
• Suspended SNR or Cancelled CNR, and:
• a completed MA003 has been provided, go to Step 3
• an incomplete MA003 has been provided, record details on a DOC, procedure ends here

Note: automatic suspension or cancellation will occur when a customer fails to return the MA003. When a customer provides an incomplete MA003, automatic suspension or cancellation will not occur.

When a customer returns a MA003 form, but the form is incomplete the system will not automatically suspend SNR. Staff will need to request any missing information from the customer.

If an incomplete MA003 form has been provided, make 2 genuine attempts to contact the customer/nominee to request the required information verbally:

• If contact was successful and the required information has been provided:
• Record the information on a DOC on the customers record, go to Step 3
• If contact was unsuccessful, issue a second request for information for an MA003, see Requesting information (CLK):
• Hold the MOB/ETR activity for 30 days
• Record details of the request on a DOC on the customer’s record
• Procedure ends here until the MOB/ETR activity is due

Is the customer receiving a funded package of support from the NDIS?

• Yes, the customer is not eligible for MOB. See Cancellation and Period of Grace for Mobility Allowance (MOB)
• No, go to step 4

Has the customer been given a car by the Department of Veterans' Affairs?

• Yes, customer is no longer eligible for MOB. Insert a new line on the MOCD screen. In the following fields:
• Event Date: key the date the change occurred
• Vehicle Assistance Received: key Y
• Press [Enter] and go to Table 4 > Step 4
• No, go to Step 5

See Eligibility for Mobility Allowance (MOB)

Does the customer continue to satisfy the travel test?

• Yes, go to Step 6
• No, the customer is no longer eligible for MOB. Insert a new line on the MOCD screen. In the following fields:
• Event Date: key the date the change occurred
• Failed Travel Test: key Y
• Press [Enter] and go to Table 4 > Step 4

Check the customer’s Job Plan for Job Search activities.

In Process Direct:

• Select Customer Summary from the landing page
• Key the customer’s CRN > Go
• In the customer’s record, select > > Participation Summary > Job Plan

See Eligibility for Mobility Allowance (MOB)

Is the customer looking for work?

• Yes, and is:
• on the higher rate of MOB or a volunteer. The Job Plan and suitable job search activities will be automatically system-verified which will trigger the appropriate rate of MOB. Go to Table 4 > Step 3
• subject to mutual obligation requirements and eligible for the standard rate of MOB. The Job Plan must be checked for suitable job search activities and details keyed on the Employment/Training Summary (ETS) screen, go to Step 7
• not receiving an income support payment but is undertaking job search activities. Evidence of the job search activities must be checked to see if it is considered sufficient, go to Step 7
• No, go to Step 7

In Customer First, check the Employment/Training Summary (ETS) and Employment Income Summary (EANS) screens for details of the customer’s employment income and hours.

To navigate to the ETS screen:

• in the AL screen, select the MOB/ETR activity and follow the preselected screen flow, or
• in the Nxt field, key ETS and press [Enter]

Compare the activity/activities on the ETS screen with the customer's responses on the Review of Mobility Allowance (MA003).

Note: the customer may be entitled to the higher rate of MOB if they advised they have started working and are receiving:

• Disability Support Pension (DSP)
• Jobseeker Payment (JSP)
• Youth Allowance (YA) (job seeker), or
• Parenting Payment (PP)

If their employment income and hours are not already recorded as part of the reporting requirements for their income support payment, go to Recording and correcting employment income details for further information.

Has the customer indicated a change to the previously approved and verified activity/activities?

• Yes, go to Step 8
• No, details do not have to be re-verified, see Table 4 > Step 3

Compare the activity/activities on the ETS screen with the customer's review form responses. Determine if the customer has started or stopped:

• Receiving JSP or YA (job seeker) and satisfying mutual obligation requirements
• Receiving JSP, YA (job seeker), PP or DSP and qualifying for the higher rate of MOB
• Studying and receiving Austudy
• Undertaking job search activities
• Undertaking Disability Employment Services Disability Management Service program (DES DMS)
• Working (including self employment and voluntary work)

Customers on a higher rate of MOB who are no longer eligible for an income support payment solely due to their employment hours or income, will remain on the higher rate if they continue to satisfy the basic eligibility criteria for MOB.

Has the customer started or stopped any of the above?

• Yes, use ? field help to update or record the details on ETD or EANS screen. See Table 3 > Step 1
• No, go to Table 4 > Step 1

If the customer fails to respond to a manually issued request for an MA003 form:

• Suspend MOB for the reason FRC. See, Suspension of Mobility Allowance (MOB)
• Place the MOB/ETR activity on hold for 13 weeks
• Record a DOC on Document List (DL) screen with details of the suspension

Note: if the customer fails to provide the requested information within 13 weeks of suspension, MOB will cancel.

Procedure ends here.

In Customer First, navigate to the ETS screen and check the Customer satisfies 32 hours rule field to confirm if the customer:

• either satisfies or is exempt from the 32 hours rule, or
• satisfies the requirements for higher rate MOB

If the customer:

• is undertaking gainful employment, training or voluntary work, go to Step 2
• has changes to other recorded activities, go to Step 2
• is undertaking other allowable MOB activities which are not shown on the ETS screen, go to Step 4
• is not undertaking any other allowable MOB activities or has no further changes to other recorded activities, see Table 4 > Step 3

Has the customer indicated changes to details relating to gainful employment, training or voluntary work?

• Yes, and they have:
• changed the hours spent doing an approved activity with a previously recorded employer, training organisation or voluntary work organisation, go to Step 3
• stopped their approved activity with the previously recorded employer, training organisation or voluntary work organisation, go to Step 4
• No, go to Step 6

• 'S'elect the relevant employer, training organisation or voluntary work organisation
• Press [Enter]
• Insert a new line on the existing Employment/Training Details (ETD) screen
• Event Date: key the date the change occurred
• Details Verified?: key Y to stop a verification form being automatically issued to the customer for this activity
• Hrs:Min: key the hours and minutes as required
• Press [Enter], go to Step 4

Has the customer ceased an approved activity with a previously recorded employer, training organisation or voluntary work organisation?

• Yes, from the ETS screen, 'S'elect the relevant employer, training organisation or voluntary work organisation. Press [Enter]. Insert a new line on the existing Employment/Training Details (ETD) screen. In the following fields:
• Event Date: key the date the change occurred
• Details Verified?: key Y to stop a verification form being automatically issued to the customer for this ceased activity
• Hrs:Min, key the hours as 00:00
• Press [Enter]. Go Step 5
• No, go to Step 5

Has the customer advised they are starting employment, training or voluntary work with a new organisation (not shown or previously recorded on the ETD or ETS screen)?

• Yes. When the ETS screen shows:
• In the Nxt field, key ETD to create a blank ETD screen
• Use ? field help to complete the ETD screen
• Go to Step 6
• No, go to Step 6

Check the Details Verified? field.

Do any current activities show Y or I?

• Yes, go to Step 7
• No, see Table 4 > Step 2

Do not complete the MOB activity if one of the following forms has been automatically issued to the customer overnight:

• Mobility Allowance Verification of work (including voluntary work), and looking for work activities (MA005Em), or
• Mobility Allowance Verification of training (MA005Tm)

The customer has:

• 21 days to return the initial form
• 21 days to return a reminder form before MOB is suspended, and
• 21 days of suspension before MOB is automatically cancelled (with no period of grace (POG))

Resubmit the activity for a suitable date in the future. MOB will automatically suspend/cancel if the customer does not return the review form.

When the verification form (or other appropriate information) is returned, go to Step 8.

Note: if pending outstanding verification action, the activity is completed by mistake, payments under a POG will start. This must not occur as there is no legislative basis to pay a POG as a result of unverified hours. See Cancellation and Period of Grace for Mobility Allowance (MOB).

Check the payment status of MOB:

If status is:

• current (MOB/CUR) or suspended (MOB/SUS-SNR), see Table 4 > Step 1
• cancelled (MOB/CAN-CNR), and the customer:
• has returned the completed review form within 13 weeks of the cancellation date and has been eligible for MOB since the date of cancellation, see Table 4 > Step 1
• has not been eligible for MOB since cancellation or the cancellation date is more than 13 weeks in the past, the customer must re-claim. Record the details on a DOC. Procedure ends here

If the MOB status is:

• Current (MOB/CUR):
• Go to AL screen
• ‘S’elect the MOB/ETR activity
• Suspended (MOB/SUS-SNR) or Cancelled (MOB/CAN-CNR):
• Go to the AL screen
• ‘S’elect the MOB/REA activity

To action:

• In the Nxt field, key ETS to go to the ETS screen
• 'S'elect the relevant Employer/Trainer name to view the ETD screen
• 'C'hange the Details Verified? field from I to Y. Do not create a new line
• Restore MOB through the Benefit Action (BA) screen, if required.
• Go to Step 2

Navigate to the ETS screen and check the Customer satisfies 32 hours rule field. This field should show if the customer either satisfies or is exempt from the 32 hours rule.

Is the customer undertaking sufficient verified hours in an approved activity for MOB?

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

Is the outcome of the review a favourable decision?

• Yes. The customer will continue to receive MOB:
• finalise the activity through the AR screen. This will automatically mature and finalise the Service Profiling activity on PQSS
• if there is information from the review indicating the customer’s employment income and hours varies from the information currently reported for their income support payment, the Employment Income Summary (EANS) and Employment Income Paid Details (EAPP) screen are to be updated. See Recording and correcting employment income details.
  Note: MOB is not income tested so any changes to employment income and/or hours should be reported as part of their income support payment reporting requirements
• document the result on the customer’s record including actions undertaken, outcome and reason for ongoing eligibility (such as, verified employment with sufficient hours, current Job Plan including job search activities)
• procedure ends here
• No. Go to Step 4

Customer no longer qualifies for MOB.

Make at least 2 genuine attempts to contact the customer to advise if an unfavourable decision is to be made.

Record all details on a DOC and finalise the activity through the AR screen. This will automatically mature and finalise the Service Profiling activity on PQSS.

Customer’s payment is placed into a POG and an automatic advice is issued advising they no longer qualify. At the end of the POG, a customer’s MOB may revert to the standard rate or cancel.

Customers need to advise if they commence or recommence a qualifying activity during their POG as their payment can be restored.

For the relevant POG, see Cancellation and Period of Grace for Mobility Allowance (MOB).