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Integrated care - Gathering additional information and evidence 277-03060040

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Templates

Do not share these attachments externally. See Freedom of information - Information Publication Scheme.

\\INTERNAL.DEPT.LOCAL\Shared\NAT\SERDELEXCEL\WORKPRODIMP\Operation Blueprint Migration\RDT Release Icons\32w\icon-hidden-attachment.png Incarcerated Customer Appointment Email Template

\\INTERNAL.DEPT.LOCAL\Shared\NAT\SERDELEXCEL\WORKPRODIMP\Operation Blueprint Migration\RDT Release Icons\32w\icon-hidden-attachment.png ACSC Referral and Decision template - Consideration of Actual Care in Special Circumstances

Macros

Change in Care Details macro

Care contact letter

Care decision macro

Call Management macro

Contact details

Integrated Care Team

Calculator

Care calculator

Calendars

For more information on term dates and regional holidays relevant to individual states and territories, see External websites below.

These calendars may be issued to customers:

\\INTERNAL.DEPT.LOCAL\Shared\NAT\SERDELEXCEL\WORKPRODIMP\Operation Blueprint Migration\RDT Release Icons\32w\icon-attachment.png2025 shared care calendar

\\INTERNAL.DEPT.LOCAL\Shared\NAT\SERDELEXCEL\WORKPRODIMP\Operation Blueprint Migration\RDT Release Icons\32w\icon-attachment.png2024 shared care calendar

\\INTERNAL.DEPT.LOCAL\Shared\NAT\SERDELEXCEL\WORKPRODIMP\Operation Blueprint Migration\RDT Release Icons\32w\icon-attachment.png2023 shared care calendar

\\INTERNAL.DEPT.LOCAL\Shared\NAT\SERDELEXCEL\WORKPRODIMP\Operation Blueprint Migration\RDT Release Icons\32w\icon-attachment.png2022 shared care calendar

\\INTERNAL.DEPT.LOCAL\Shared\NAT\SERDELEXCEL\WORKPRODIMP\Operation Blueprint Migration\RDT Release Icons\32w\icon-attachment.png2021 shared care calendar

\\INTERNAL.DEPT.LOCAL\Shared\NAT\SERDELEXCEL\WORKPRODIMP\Operation Blueprint Migration\RDT Release Icons\32w\icon-attachment.png2020 shared care calendar

\\INTERNAL.DEPT.LOCAL\Shared\NAT\SERDELEXCEL\WORKPRODIMP\Operation Blueprint Migration\RDT Release Icons\32w\icon-attachment.png2019 shared care calendar

\\INTERNAL.DEPT.LOCAL\Shared\NAT\SERDELEXCEL\WORKPRODIMP\Operation Blueprint Migration\RDT Release Icons\32w\icon-attachment.png2018 shared care calendar

\\INTERNAL.DEPT.LOCAL\Shared\NAT\SERDELEXCEL\WORKPRODIMP\Operation Blueprint Migration\RDT Release Icons\32w\icon-attachment.png2017 shared care calendar

Scripts

Child - Change in Care Arrangements script

Letters (Centrelink)

Child Change in care arrangements:

  • Q805 - Agree Shared Care letter
  • Q806 - No third party response
  • Q807 - SSA Principal Carer Determination
  • Q808 - SSA Couple Principal Carer Determination
  • Q810 - Request care information
  • Q777 - Request Documents guided procedure (online claims)
  • Q888 - To advise customers of disputed care decision, or to request care information for customers in receipt of Child Care Subsidy (CCS) only
  • Q999 - Manual letter (used to request information not covered in script letters). Use a letter to request evidence from non-mutual customers. For example, customer not in receipt of any Centrelink payments/benefits and not a child support customer or to notify customers of a rejected care assessment. See the Resources page in Notification and assessment of shared care arrangements for Family Tax Benefit (FTB) for more information and approved content

    Fast Notes (Centrelink)

    Notification of additional child in care

    Grant/Reject/Non Effective FTB NCL DOV

    Change in Child Fast notes:

    • Decrease in care
    • Child left care
    • Shared care

      Business Imperatives

      Family Assistance Guide

      Guide to Social Security Law

      Guides to Social Policy Law

      Key terms and definitions

      Centrelink

        Care percentage table

        Care percentage table (CS)

        Services Australia website

        Payment and Service Finder

        External websites

        Services Australia

        myGov

        Online estimators (Centrelink and family assistance, child support and care percentage)

        School Term dates

        See the below websites to find upcoming dates for Australia's state and territory government school holidays.

        NSW

        NSW Government > Education > Schooling > Calendars

        VIC

        School term dates and holidays in Victoria | (www.vic.gov.au)

        SA

        Department of Education South Australia > For parents and families > Term dates calendars

        WA

        Department of Education WA > Learning and support > At school > Term dates

        QLD

        Queensland Government Education > About us > Calendar

        Tas

        Tasmanian Government - Department for Education, Children and Young People > Learning > Term dates and holidays

        NT

        NT.GOV.AU > Education and learning > Primary and secondary students > School term and holiday dates in NT

        ACT

        ACT Government Education > Public School Life >Term dates and public holidays

        Examples - gathering additional information

        This table provides examples to assist with dealing with obtaining additional information.

        Item

        Example

        1

        Example 1

        Nelly advises that Ron has been in care 100% of the time since 23 July 2021 as Trent (the other customer) has moved interstate. There is no care arrangement in place. Trent is contacted and agrees that Ron’s care has changed, but states that the care could not have changed on 23 July 2021 because that was Trent's birthday weekend and remembers caring for Ron for the entire weekend and returning Ron to Nelly’s house on Monday 26 July 2021. Trent also claims that plans have been made to take Ron overseas for 8 weeks during the 2021 Christmas holidays. Trent advises that during the care period expects to care for Ron for 56 nights (15%).

        Nelly is contacted again to discuss Trent’s claims. During the conversation, Nelly recalls the birthday weekend and confirms the care changed on 26 July 2021. Nelly also agrees that Trent is taking Ron overseas for 8 weeks over Christmas to see family. Nelly also explains that during the initial contact, as the overseas trip was a one-off event and not a permanent change, this was not included in the original notification. In this event, care would be recorded as 100% care to Nelly from 23 July 2021.

        2

        Example 2

        Kim advises that care for child Margot changed on 17 July 2021. Zeke (the other customer) advises that the care changed on 23 July 2021. Neither customer can provide evidence to support their claims and nor is one customer’s information more compelling than the other. The point of agreement is 23 July 2021 – the first day both customers agree that the care had changed.