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

Establish the nature of the customer's circumstance by allowing them to fully explain their situation.

Go to the Family and Domestic Violence procedure to conduct the risk identification and referral process.

When a customer separates, changes to their record must be made to reflect their new circumstances. These changes can result in a potential privacy breach if they are not done correctly. Customers must be supported to separate safely.

Is the customer experiencing family and domestic violence?

• Yes, go to Step 3
• No, see Step 1 in Table 2

When dealing with customers it is important to:

• actively listen and respond appropriately
• be welcoming, friendly, fair, courteous, respectful and non-judgemental
• respect the customer's privacy
• provide quick access to the right person who is best able to assist the customer

See the Family and Domestic Violence procedure for information about support and services to assist customers. In some cases, the most appropriate person to assist customers experiencing family and domestic violence is the social worker.

Before referring to a social worker, it is important to identify eligibility for any payments.

The customer may be qualified for a Crisis Payment (CrP) under extreme circumstances or may require a participation or maintenance (child support) exemption.

If the customer is not receiving any income support payment, ensure the customer is aware of the appropriate forms, record a DOC in relation to their intention to make a claim and the customer is aware of what action needs to be taken and what information needs to be provided.

Note: from 1 July 2018, intent to claim provisions only apply to customers in vulnerable circumstances.

To be taken through these steps, see New claim for Crisis Payment (CrP) under extreme circumstances family and domestic violence.

If the customer is too distressed to discuss this, refer to the social worker immediately ensuring the social worker is fully aware the customer has not yet claimed a payment.

Procedure ends here.

Customers may indicate they have concerns with the security of their personal information. For example, their ex-partner may try to gain information about them such as a new address or their local service centre.

If applicable, check if the person the customer is concerned about has permission to enquire (PPE) or is a nominee. Discuss this with the customer if it is applicable.

If the customer has concerns with the security of their information they give to Services Australia, see:

• Customer password on a Display on Access DOC
• Authenticating a Centrelink customer

Also tell the customer the current measures in place for securing information such as 100% logging of staff access.

If the customer still has concerns, see Restricted Access and eligibility for instructions on warm transferring the customer to the Restricted Access number between 8:30am and 4:45pm local time.

If the customer requires personal or family counselling, consider which options are most suitable. See Family and Domestic Violence and Social Work Services.

For assistance with Family Law issues, give the customer the Family Relationship Advice Line.

For Legal Aid service, Payment and Service Finder can be used to locate the address of the nearest Legal Aid office. See Resources page for a link to Payment and Service Finder.

Determine if the customer is in receipt of an income support payment or a family payment.

A customer may not be receiving any payments because, for example, they have been supported in the past by their partner.

Is the customer currently in receipt of an income support payment and/or a family assistance payment?

• If yes, update change in relationship status. Procedure ends here
• If no, go to Step 5

Is the customer caring for dependent children?

• Yes, go to Step 6
• No, go to Step 8

Follow the initial contact procedures for customers claiming the following payments.

• Parenting Payment (PP)
• JobSeeker Payments (JSP)
• Payments for families including:
• Family Tax Benefit (FTB) which can include Newborn Supplement and Newborn Upfront Payment for a newborn or adopted child
• Child Care Subsidy. If the customer is liable for child care fees, the customer should claim in their own right.
• Parental Leave Pay (PPL)
• Dad and Partner Pay (DAP)
• Stillborn Baby Payment (SBP)

Other possible entitlements could include:

• Double Orphan Pension (DOP)
• Assistance for Isolated Children (AIC)
• If a single customer is studying and qualifies for Parenting Payment (PP), the customer may also claim the Pensioner Education Supplement (PES). See Initial contact with students claiming Pensioner Education Supplement (PES)

To be paid more than base rate FTB Part A for a child from a previous relationship, customers need to either obtain child support if entitled, or be granted an exemption. See Maintenance Action Test (MAT) for Family Tax Benefit (FTB) customers.

All customers entitled to obtain child support should be advised how to apply for child support. See Helping customers apply for child support.

If the customer has family and domestic violence concerns, discuss the option of a maintenance (child support) exemption and refer customer to Social Work Services for assessment if applicable.

Go to Step 8.

If the customer wants assistance to look for work, advise customer of Workforce Australia or Community Development Program (CDP) providers.

For more information, see

• Eligibility to access employment assistance services through Workforce Australia
• Community Development Program (CDP)