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Initial contact and identification of services for recently separated parents 277-50000000

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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.

This document outlines information relating to initial contact and identification of services for recently separated parents.

Government intent

Individuals who contact Services Australia may be facing situations where they need extra assistance due to recent separation. The Service Officer will help in establishing what services would best suit their circumstances.

Methods of initial contact

A person making initial contact about a payment or service should be invited to make a claim, even if their eligibility is in doubt.

The initial contact may be made online, by calling 13 6150, or at a service centre.

Identification of services

Service Officers will assess the separated parent's circumstances so that appropriate payments and services are offered.

Separated parents can be helped to claim payments and services including:

  • child support
  • family assistance which includes Family Tax Benefit (FTB) and Child Care Subsidy (CCS) including:
    • claim choice for a newborn or adopted child (Newborn Supplement and Newborn Upfront Payment can be paid with FTB for a newborn or adopted child)
    • choosing an FTB payment option that suits the family's financial circumstances
    • providing an accurate income estimate to reduce the risk of an overpayment of family assistance which will need to be repaid
    • considering 'what if' scenarios to estimate how much FTB and CCS the family is likely to be entitled to
  • Parental Leave Pay (PPL)
  • Single Income Family Supplement (SIFS) for eligible families if they did not claim or receive FTB
  • extra assistance to help with the cost of education for primary, secondary and under 16 year old tertiary students under the Assistance for Isolated Children (AIC) Scheme
  • an income support payment such as Parenting Payment

Separating Safely

There are key steps a customer should consider when separating in order to protect their personal details. See Separating safely - protecting personal details.

Contents

Identifying and offering a package of services for a recently separated parent

Initial contact by customer claiming child support

Claims for Family Tax Benefit (FTB) for recently separated customers

Help for grandparents caring for children

Employment assistance for Family Tax Benefit (FTB), Child Care Subsidy (CCS) and Parenting Payment (PP) customers

Shared care eligibility for family assistance and Paid Parental Leave scheme payments

Shared care for social security payments

Change in relationship status from partnered to single

Traditional child rearing practices of Torres Strait Islander people