Identifying a package of services for customers recently separated or divorced 277-50010000

Separating or divorcing is a major change in a customer's life. For some customers, the main focus will be to care for their children. For others, especially customers without children, looking for work or planning to study or undertake training may be a priority.

Customers may describe other issues like previously being financially dependent on their partner, especially customers who separate later in life. Some customers may be dealing with family and domestic violence or other crisis and need special assistance.

There are key steps customers should consider to keep their personal information safe. The sequence of these key steps is important and all updates need to be made separately for Centrelink, Medicare and Child Support. See Separating safely - protecting personal details.

For these customers:

• check entitlement to family assistance and Paid Parental Leave scheme payments
• check if they may be entitled to an income support payment such as Parenting Payment (PP) or JobSeeker Payment (JSP)
• Help customers to obtain child support: to receive more than base rate Family Tax Benefit (FTB) Part A for a child. Customers entitled to child support must take reasonable action to obtain child support or be granted an exemption from seeking child support
• check shared care arrangements for children as this may affect entitlement to family assistance, income support, and child support

A common situation customers may describe is no longer having financial support due to separation or divorce and they now need to support themselves. This means customers could be seeking help to look for work. Determine the appropriate payment to assist for example, JSP, Youth Allowance (YA) or Austudy if a student.

Services Australia is committed to providing a high quality service to customers experiencing family and domestic violence. When a customer is identified as having family and domestic violence concerns, see the Family and Domestic Violence procedure for appropriate payments and services. If appropriate, assistance can be provided by an agency social worker.

Personal or family counselling can be provided by a Services Australia social worker. Social workers may also refer customers to appropriate community support services.

Customers needing help with financial matters, including how to make better use of their resources, may be referred to the Financial Information Service (FIS) or externally to a financial counsellor.

Customers seeking assistance with legal matters can be given details of a Legal Aid Commissions. For help with Family Law issues, customers can contact the Family Relationship Advice Line.

See Referral to external support services for customers needing emergency relief.

Customers may have concerns with the security of their information given to Services Australia. Advise customers they can use a password to protect their information.