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Application for assessment - non-parent carer 277-19061114

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This is a Family and Domestic Violence Interaction Point. If the customer is with another person, on speakerphone, or already identified with family and domestic violence concerns, continue with the current business conversation. Otherwise, go to the Family and domestic violence procedure to conduct the risk identification and referral process.

If there are concerns about a child’s safety, conduct the risk and referral process.

Whilst this document outlines the process for managing a non-parent carer application for assessment, Service Support Officers (SSO) and Team Leaders should provide case-specific advice, where necessary. This is particularly important when managing cases involving sensitivities such as Family and domestic violence, and parents who are separated and still living in the same home.

Applying as a non-parent carer

From 1 July 2008, non-parent carer applicants must apply against both parents unless:

  • the other parent is not a resident of Australia or a reciprocating jurisdiction, or
  • there are special circumstances, or
  • the other parent is deceased

Where a non-parent carer applies against one parent only and none of the above apply, the application must be refused. Alternatively, the applicant may choose to withdraw the application and reapply against both parents.

Online application for assessment

There are 2 types of online applications:

  • Unauthenticated application for assessment submitted through the Services Australia website. These applications are located in the Manage Application For Assessment (MAFA) inbox
  • Authenticated application for assessment, submitted via the customers myGov account. Only existing customers with a myGov account can submit these applications. The applications are located in the Application For assessment (AFA) inbox

Unable to manage the application in Pluto

All applications for assessment begin in Pluto. There are limited situations where the application cannot be continued in Pluto and must be progressed in Cuba. For example, where a duplicate customer is identified.

Where you identify the application should be managed in Cuba:

Add child to an existing application

This process does not cover adding a child to an existing case. See Add a child or relevant dependent to an existing child support assessment for information on adding a child or relevant dependant to an existing case.

Provide general information to explain how related cases may affect the new application.

Do not:

  • advise if the other parent or carer has another cases, or
  • provide specific details about other cases, such as names of the children involved

Restarting an existing case

A previously active Child Support case may restart if:

  • an application for assessment is made, and
  • the eligibility criteria is met

Consider previously provided information that has not been overturned. See Table 2 Step 3 Previously provided PoP a shows as Proven on Conversion in Eligibility and presumption of parentage (PoP) for child support assessment.

Agreements

  • A formula assessment is used if an agreement for a child was terminated
  • Transfer the customer to the Agreements and Court Orders team if:
    • an initiating binding agreement is currently suspended for a child
    • a terminating event has occurred for a child and the agreement has not otherwise ended

Court orders

Refer court ordered section 106A declarations to the Agreements and Court Orders team for processing. See Agreements and Court Orders table in Customer referral guidelines for Child Support staff.

Roles and responsibilities

New Customer Service Officer

Responsibilities include:

  • creating customer records
  • conducting pre assessment interviews
  • providing information, products and referrals
  • making decisions on eligibility, income and care
  • establishing payment methods2
  • processing a customer’s application for child support assessment
  • resolving/actioning customer enquiries to achieve sustainable outcome

Mail Handling Team Service Officer

Responsibilities include:

  • creating customer profiles for paper application
  • capturing application details for paper applications and recording them on the customer's record
  • creating an Application Received intray

Service Support Officer (SSO)

Responsibilities include:

  • providing advice regarding complex issues
  • assisting Service Officers

The Resources page contains links macros, templates and user guides and a table of some third party carer application updates required for Cuba.

Application for a child support assessment

Application for assessment- contact other party

Application for assessment - record a decision and finalise

Eligibility and presumption of parentage (PoP) for a child support assessment

Application for assessment - Conversation guide

Add a child or relevant dependent to an existing child support assessment