WA ex-nuptial child support cases - Integrated Care 277-18052400

Integrated Care manages care changes for customers across the Child Support and Centrelink Programs.

For the Child Support Program, Integrated Care manages:

• Child Support referrals for disagreed care (where there is no pending registration)
• Child Support referrals for disputed care where the date of event occurred prior to 23 May 2018 (old legislation)

For the Centrelink Program, Integrated Care manages:

• Centrelink referrals for disagreed care (exception of new baby claims which are out of scope)
• Centrelink referrals for disputed care where the date of event occurred prior to 23 May 2018 (old legislation)
• Left care without consent

Integrated Care Service Officers provide customers with a case-managed approach for care change notifications. Integrated Care Service Officers assess the impacts of the care change on Family Assistance, Child Care, Child Support, Income Support and Medicare Basics and ensure care is accurately reflected in both the Child Support and Centrelink systems. Customers are provided with the information and connections they need to access services from relevant community support organisations and government departments.

To assist with actioning a change in care notification, see Integrated care - Notification and recording of change in care to access care-related resources and tools.

Note: contact Operational Blueprint to obtain previous versions of PIs relating to care.

Centrelink staff see:

• Office Locator - Integrated Care Teams
• Assessment of shared care arrangements for Family Tax Benefit (FTB)

Child Support staff, see:

• Customer Referral Guidelines - Integrated Care

Centrelink and Child Support

• In Scope:
• Disagreed Care
• Impact Assessment tool
• Estimates - Child Support (where skilled) and Centrelink Families Income Estimates
• Out of Scope:
• Other specialist work , for example Member of a Couple Assessments (MOCA),
• International cases where one parent resides overseas
• Personalised Services
• Deceased Customers
• Deceased Child

Centrelink

• In Scope:
• First Contact Resolution on Families activities
• Shared Care assessments
• Change of Care assessments
• Principal Carer Determinations
• Family Tax Benefit (FTB) instalment and lump sum claims (including CCB)
• Child Care Subsidy
• FTB Add Child assessments
• Out of Scope:
• Income Support new claims (NCL) and Benefit Transfers
• Double Orphan Pension (DOP), Dad and Partner Pay (DAP) and Parental Leave Pay (PPL) claims
• FTB newborn claims (with Newborn Child Declaration (FA081))
• Non care flow on activities
• Income Support NCLs and Benefit Transfers

Child Support

• In Scope:
• Customer Management Approach
• Change of Assessment
• Out of Scope:
• New CS registrations

Integrated Care Service Officer

The roles and responsibilities for the Integrated Care Service Officers (case managers) are:

• record the change in care details to apply to the customer's relevant assessment(s)
• correct data exchange errors
• conduct investigations
• manage disagreed care
• make and give effect to a care determination
• address impacts resulting from the change in care determination such as:
• automated restart of child support case
• restarting a case, when a customer has applied during the care change process and the case is ending because of a late notified care
• reversal of customer roles for child support
• adding a relevant dependent child to a related child support assessment if there has been a change in care (for multi-case customers)
• referring the customer to the Agreements and Court order team if a child support agreement applies and the payee ceases to be an eligible carer
• adding an FTB eligible child to a current FTB assessment (excluding newborns)
• process a FTB new claim or advise of the requirement to lodge a new claim for a child (excluding newborns)
• inform customers of Income Support Payment outcomes and effects
• identify eligibility for additional family assistance options for customers with a Regular Care Child

Customer Management in Integrated Care

Integrated Care Service Officers undertake work in both the Centrelink and Child Support programmes, therefore their customer management process includes:

• the Child Support Customer Management Approach (CMA), where staff undertake Minimum Collection Activity and common activities until the care decision is made. See Common and specialised activities for Child Support staff
• Completing Centrelink Business Imperatives within scope. The Resources page contains a link to the Business Imperatives homepage

While on the phone with a customer, Service Officers will undertake the above activities and any other items within scope. This would generally not include Family Tax Benefit (FTB) new claims unless the customer is experiencing financial hardship.

After Call Work can be used to finalise documentation, care decision coding, and create intrays/activities for any post decision follow-up required.