View and update a child's immunisation status and assess or update immunisation exemptions for Family Tax Benefit (FTB) 011-10170030

• Centrelink AIR Liaison team, go to Table 5
• Service Support Officer (SSO) who received immunisation a referral, go to Table 3

In Customer First, select Workspace > Families Benefits > Child Immunisation Summary guided procedure.

Select the relevant child to show information about the child's immunisation status and AIR link.

The AIR Link Status will show the child as either:

• linked
• not linked, or
• Awaiting AIR response (AWA)

Children 14 years or over

For children 14 years or over, permission must be sought from the child to protect their privacy before discussing their immunisation details with the customer. The privacy requirements can be viewed in Authentication and release of information for Australian Immunisation Register (AIR).

Limit discussions with the customer to the impact of the child's immunisation status on the customer's payment if:

• the child is unavailable, or
• permission is not granted

Select the relevant child in the Child Immunisation Summary guided procedure to show information about the child's immunisation status and AIR link.

Is the relevant child linked or awaiting an AIR response?

• Yes, go to Step 2
• No, (including when a mismatch has occurred):
• see Establish a FTB link for a child between Centrelink and the AIR
• procedure ends here

In the Child Immunisation Summary guided procedure, select Evidence Summary.

If evidence has been provided, the Status will show as:

• Updated
• Not Updated, or
• Awaiting AIR response

Is the customer contacting to discuss immunisation evidence they have uploaded?

• Yes:
• see Management of immunisation evidence
• procedure ends here
• No, go to Table 2

If the customer is also claiming Child Care Subsidy (CCS) for the child, check the immunisation status for CCS.

Select Previous to return to the Child Summary.

To show a child's immunisation status, select the child from the Child Summary.

The child's immunisation status is assessed and provided by the AIR using information updated by the child's vaccination provider.

Does the child's immunisation show up to date?

• Yes:
• the customer may still have been subject to a FTB Part A Rate Reduction Period (RRP)
• go to Step 2
• No, go to Step 3

The FIRRE screen in Customer First shows information about a child's immunisation status, including:

• if they are serving an FTB immunisation grace period
• the start and end date of their FTB immunisation grace period
• the start date of any FTB Part A reductions that may be in place

To access this screen, key FIRRE in Nxt and select the relevant child to show the details.

Tell the customer if they were impacted by a FTB Part A Rate Reduction and document the record.

Does the customer believe the child met immunisation before the Last Immunisation Update Event (LIUE) date that was sent through by AIR?

• Yes, go to Step 4
• No, procedure ends here

Does the following apply?

• the customer believes that the immunisation status provided by the AIR is incorrect, or
• there is an Authorised Review Officer (ARO) determination that states child is up to date with immunisation

If:

• Yes, go to Step 4
• No:
• discuss the child's current immunisation status and the impact on the customer's payments
• document the record
• procedure ends here

Customers can view the information held on the AIR for each child aged under 14 years in their care.

Do not request the Immunisation history statement from the customer.

Ask the customer if they have checked their child's Immunisation history statement.

Note: if the customer has recently provided a copy of their child's Immunisation history statement to Centrelink, check Document Tools.

Tell the customer the status, listed at the top of the child's Immunisation history statement, clearly indicates the immunisation status on the date the statement was generated. Outstanding vaccines are also listed at the bottom of the statement.

Ask the customer about what the Immunisation history statement shows. If the child is:

• not up to date, go to Step 5
• up to date, go to Step 6

Tell the customer to speak with their vaccination provider. If there is information missing from their child's immunisation history statement, their vaccination provider will be able to send this information to the AIR.

Note: if a customer has made contact multiple times to Providers and Centrelink and there has been no resolution, escalate the customer to Liaison between AIR and Centrelink staff for Australian Immunisation Register (AIR).

Procedure ends here.

If the Immunisation history statement states the child is up to date, but the child's FTB immunisation status on the Child Immunisation Summary guided procedure is 'No' or blank, check with the customer for the issue date of the Immunisation history statement.

Note: the agency does not require the customer to lodge the AIR Immunisation history statement. These statements are generated by AIR and are not considered as evidence for an immunisation determination as they contain information already held by the AIR.

• If dated in the last 2 days, tell the customer:
• It can take up to 2 business days for the AIR immunisation status to be transferred to Centrelink
• When the AIR updates the child's immunisation status to Yes, the update will be applied from the LIUE date. If the customer's FTB has been impacted by the child's immunisation status, the payment will be reassessed automatically when an updated immunisation status is received
• The immunisation requirements task in the customer's Centrelink online account and Express Plus Centrelink mobile app will disappear when the customer's record shows they meet the immunisation requirements for their child. See Immunisation reviews and reminders for Family Tax Benefit (FTB)
• Procedure ends here
• If the statement is dated more than 2 days ago:
• Tell the customer that the agency will check with the AIR
• Request a refresh from the AIR using the Medicare Information (MEI) screen. Record the details on a DOC. Use Fast Note - select Auto Text, use Families > Enquiry > Immunisation Details for [Child name]
• Tell the customer the issue should be resolved in 2 business days and when it is resolved the customer can see this through their online account or Express Plus Centrelink mobile app. The immunisation requirements task in the customer's Centrelink online account and Express Plus Centrelink mobile app will disappear when the child's record shows they meet the immunisation requirements. See Immunisation reviews and reminders for Family Tax Benefit (FTB)
  Note: this is only for FTB. CCS has a different process. See Immunisation requirements for Child Care Subsidy (CCS)
• Go to Step 7

Face to face service delivery and smart centres must escalate to a SSO. See Tier 0 technical support - self-sufficiency > Resources page > Online forms > Direct Referral to SSO.

Document the record. Use Fast Note - select Auto text, use Generic > Escalation > Escalated to Service Support Officer.

The document must include:

• the child's name and date of birth (DOB)
• the date the customer believes the child was up to date with immunisation
• if the child is listed as up to date on the Child Immunisation Summary Guided Procedure
• if there has been a FTB Part A rate reduction period

Procedure ends here for Service Officers.

Immunisation evidence

If the customer has lodged immunisation evidence, SSO's must:

• investigate, and
• escalate the customer's enquiry to the Centrelink AIR Liaison team if required

See Management of immunisation evidence > Process page.

Has the discrepancy of immunisation been resolved after a MEI refresh?

• Yes:
• close the SSO referral
• annotate the 'Escalated to Service Support Officer' DOC with the outcome
• procedure ends here
• No:
• more investigation is required or an override may be required
• go to Table 3

Access to record or delete immunisation overrides is restricted to staff in the Centrelink AIR Liaison team and Level 3 Policy Helpdesk

In limited cases, an override to a child's immunisation status may be required.

Centrelink managed overrides must be assessed by a Service Support Officer (SSO). SSOs escalate the override request to the Centrelink AIR Liaison team with the relevant override resource.

• For information about:
• an FTB allowable timeframe override (before 1 July of the previous financial year), go to Step 2
• a Last Immunisation Update Event (LIUE) date override, go to Step 3
• a FTB immunisation rate reduction being applied to deceased children, go to Step 4
• secretary exemptions, go to Table 4
• To view an existing FTB immunisation override, go to Step 6
• An override is not appropriate, however there is an immunisation discrepancy, go to Step 7

An override can be recorded so that the customer's payment is reassessed if:

• it can be identified that the child met the immunisation requirements, and
• the department/agency (AIR or Centrelink) was notified before the end of the allowable timeframe (notification can include being made by the customer, partner, another carer or the vaccination provider)

FTB Part A from 1 July 2018

From 1 July 2018, the Last Immunisation Update Event (LIUE) date is included when a Yes status is provided by the AIR. If the LIUE date is before 1 July of the previous financial year, the earliest date that Family Tax Benefit (FTB) Part A arrears can be paid where a LIUE date is received is no more than1 July of the previous financial year onwards.

An override is required to remove a rate reduction for any days before 1 July of the previous financial year. The Resources page contains an example.

There is no time restriction for when this override can be applied, as long as all conditions have been met.

Conditions for an FTB allowable timeframe override for FTB Part A rate reduction (2018-19 onwards)

This override will only be recorded if all of the following apply:

• FTB Part A for the child has been impacted (rate reduction applied) due to immunisation requirements, and
• the AIR has since updated the child's immunisation status and the child has met the immunisation requirements, and
• the LIUE and DOR date provided by the AIR is before 1 July of the previous financial year and an FTB Part A rate reduction had been applied to those days

This override must not be coded if:

• the LIUE date provided by the AIR is not before 1 July of the previous financial year, or an FTB Part A rate reduction had not been applied to those days
• a link to the AIR has not been established, or
• the FTB immunisation status for the child is No

Does the customer meet all requirements for an immunisation override?

• Yes, go to Step 5
• No:
• an override is not appropriate at this time
• complete an SSO referral. Record details on a DOC, use Fast Note - select Auto text, use Families > Enquiry > SSO assessed REJ immune
• procedure ends here

The Last Immunisation Update Event (LIUE) date is included when a Yes status is provided by the AIR.

In rare situations, the AIR will not send the date of an immunisation event because a more recent immunisation event has occurred and this is the LIUE date supplied. If an FTB Part A rate reduction has been applied for the child due to immunisation requirements and the reduction would be removed by the earlier immunisation event, it may be necessary to record a LIUE date override.

Note: the earliest date that arrears of FTB Part A can be paid where a LIUE date is received is no later than 1 July of the previous financial year.

Conditions for an FTB Part A LIUE date override

This override will only be recorded if all of the following conditions apply:

• An FTB Part A rate reduction has been applied for the child due to immunisation requirements, and
• The child met the immunisation requirements but that immunisation event is not recorded on the Centrelink system, and
• The earlier event would have resulted in the removal of a rate reduction, and
• The customer, partner, or another carer has contacted Centrelink about the rate reduction, and
• A more recent immunisation event is recorded on the Centrelink system for that child

Does the customer meet all of the requirements for a LIUE date override?

• Yes, go to Step 5
• No:
• an override is not appropriate at this time
• complete an SSO referral. Record details on a DOC, use Fast Note - select Auto text, use Families > Enquiry > SSO assessed REJ immune
• procedure ends here

A FTB Immunisation rate reduction is applied incorrectly where the child has died before the FTB claim is processed (instalment, lump sum or past period claims).

The rate reduction should not apply for the entire:

• past period
• if the child died before the past period claim is processed
• lump sum period
• if the child died during the entitlement year of the lump-sum claim
• instalment period
• if the child died before the instalment claim is processed

To determine if the FTB Immunisation rate reduction is being applied correctly, staff can check:

• if the child died before the FTB claim was processed, and
• the FTB Immunisation Rate Reduction Explanation (FIRRE) screen

Does the customer meet all of the requirements for a Rate Reduction override?

• Yes:
• place the FTB claim on hold for 14 days by updating the Status icon in Process Direct
• update the Progress of Claim DOC
• go to Step 5
• No:
• an override is not appropriate at this time
• complete an SSO referral. Record details on a DOC, use Fast Note - select Auto text, use Families > Enquiry > SSO assessed REJ immune
• procedure ends here

• Send an email referral to the Centrelink AIR Liaison team for the override to be coded. Staff must use the approved email templates on the Resources page
• Annotate the 'Escalated to Service Support Officer' DOC to advise the record has been escalated to the Centrelink AIR Liaison team
• Procedure ends here

Overrides are not recorded unless a Service Officer with the appropriate delegation has investigated and provided approval.

To view if an override has been applied for a child:

• Open the Child Immunisation Summary guided procedure
• Select the relevant child from the Child Summary
• Immunisation overrides that have been applied for the child will show under FTB Immunisation Details
• Overrides will show the start and end dates of the override and the override reason:
• Appropriate FTB immunisation override reasons are:
• DSI - FTB Did Not Satisfy Immunisation
• MIN - Ministerial
• SEC - Policy Department Secretary Approval
• SPX - Special or unusual circumstances
• WRK - Workaround (only provided by Level 3 Policy Helpdesk)

When finished viewing, select Previous and Cancel to return to the Customer First Workspace. This will make sure no started Change of Circumstances work items have been created on the customer's record.

Procedure ends here.

The Centrelink AIR Liaison team must investigate if:

• the child is matched with AIR, and
• there is still an immunisation discrepancy

Send an email referral to the Centrelink AIR Liaison team for the record to be investigated:

• Staff must use the approved email templates on the Resources page
• Annotate the 'Escalated to Service Support Officer' DOC to advise the record has been escalated to the Centrelink AIR Liaison team
• Procedure ends here

Overrides due to a Secretary determination exemption from immunisation or Ministerial determination are only applicable in extremely limited circumstances.

Historical Conscientious Objection (IMMU12) forms cannot be accepted as evidence for an exemption.

A Secretary determination exemption is only available for children who do not meet the immunisation requirements because of any of the following reasons:

• Permanent Humanitarian Visa Holder, go to Step 2
• Unacceptable risk of harm to child or another person, go to Step 3
• Family violence, go to Step 4
• Refusal of consent to vaccination etc., go to Step 5

In such cases, a child under 20 years of age may be exempt from the immunisation requirements for a prescribed period. Requests for these exemptions must be referred to the Level 2 Policy Helpdesk for assessment.

Requests for exemptions for reasons other than the above should not be referred to the Level 2 Policy Helpdesk as no exemption requirements are met outside the reasons above.

For Level 2 referrals, outcomes or an amendment of an override, see:

• Referral to Level 2 Helpdesk, go to Step 6
• Outcome of the Secretary exemption request, go to Step 7
• Referral to delete or update override, go to Step 8

An eligibility assessment is determined when the Department of Home Affairs data link is established for the child. This is generally established by Refugee and Asylum Seeker (RAS) Service Officers during new claim interview.

The system will automatically apply a Secretary determination exemption to the customer's record:

• when a customer's claim is submitted, and
• both the customer and child satisfy Humanitarian Visa subclass and FTB eligibility requirements, which includes:
• care of the child, and
• correct visa subclass category

See: Refugee, Humanitarian and Permanent Protection Visa sub-class.

Eligible visa subclass types include: 200, 201, 202, 203, 204 and 866.

The exemption will apply for a maximum period of 6 months from the date the child first entered Australia. When the exemption ends the customer will be placed into a grace period if they are still not up to date. The Resources page contains an example.

Note: do not refer permanent humanitarian visas to the Level 2 Policy Helpdesk.

Procedure ends here.

A Secretary determination exemption is available if immunisation of the child would result in unacceptable risk of physical harm to the:

• child, or
• person administering a vaccination to the child

For example - Behavioural or developmental disorder: A child with a disruptive behavioural disorder or developmental disorder who reacts with aggression or defiant behaviour when faced with a medical procedure.

This risk must be determined by all of the following:

• the Department of Health and Aged Care,
• the Commonwealth Chief Medical Officer, and
• endorsed by the Chief Medical Officer

Do not refer to the Level 2 Policy Helpdesk where:

• a child had a reaction to administered vaccines or where the parent assesses there may be a reaction, or
• child has a medical condition or has had an illness and is unable to receive their vaccination, or
• customer has not been able to arrange a suitable appointment with the Vaccination provider or their general practitioner (GP) and the child's immunisation has become overdue

If the customer is seeking an exemption for one of the above circumstances then refer them to their GP.

When a customer meets the criteria for an exemption due to an unacceptable risk of physical harm to the:

• child, or
• person administering a vaccination to the child

Supporting evidence is not required. These cases must be referred to Level 2 Policy Helpdesk who will provide advice on how customers can get this determination. Go to Step 6.

A Secretary determination exemption is available if an individual who has care of the child, or a member of the immediate family of the individual or the child may be subject to family violence because they are taking action to meet immunisation requirements.

• Refer the customer to a social worker in the Carer Specialised Assessment Team (CSAT). These are the only social workers who undertake this assessment
• Use Fast Note - select Auto text, use Families > Enquiry > IMMEX CSAT Referral
• Tell the customer a social worker will contact them for more details
• The social worker will undertake an assessment of family violence and document the record which will include:
• Exemption recommendation: granted or rejected
• child/ren (full name and date of birth) the exemption is requested for
• payment type exemption is granted or rejected for - FTB and/or CCS
• start and end date of the exemption period for the payment type (exemption can only be granted for a maximum period of 12 months). Note: where a Secretary determination is granted, the earliest date that FTB A arrears can be paid is 1 July of the previous financial year
• the social worker's name, and
• team (CSAT)
• The social worker must refer the case to the Level 2 Policy Helpdesk using the referral template, go to Step 6

A Secretary determination exemption will apply if all of the following are met:

• an individual has care of the child under a State/Territory child welfare law
• neither the individual nor the individual's partner has legal authority to make decisions about the medical treatment of the child
• the child is aged under 14 years, a person (other than the child) with legal authority to make decisions about the medical treatment of the child has refused, or failed within a reasonable time, to provide consent to the individual taking actions to enable the child to meet the usual immunisation requirements; and
• the child is aged at least 14 years, the child has refused, or failed within a reasonable time, to provide consent to the individual taking actions to enable the child to meet the usual immunisation requirements

The customer must supply evidence to support their request. Evidence can include:

• Child Welfare Order, and
• if the child is under 14 years, letter from Child Protection stating no legal authority to make medical treatment decisions
• if the child is over 14 years, a letter from medical practitioner on an appropriate letter head stating that the child has attended the practitioner and refused to consent

Once the evidence is available on the customer's record then refer the case to Level 2 Policy Helpdesk using the referral template.

Go to Step 6.

Only cases that meet one of the Secretary Determination Exemption categories should be referred to the Level 2 Policy Helpdesk.

Referrals that do not meet one of the Secretary determination exemption categories below will be returned to be referring officer.

The referral must include:

• Customer Reference Number (CRN)
• affected child/ren (full name and date of birth)
• which Secretary determination exemption is to be assessed:
• refusal of consent to vaccination
• family violence, or
• unacceptable risk of harm to child or another person
• payment type (FTB and/or CCS)
• start and end date for the period of exemption (Family Violence exemption can only be granted for a maximum period of 12 months)
• background information supplied by the customer
• Evidence provided: YES/NO (if required for exemption reason)
• date of any additional information on the customer's record supporting the exemption request

Record a DOC advising a referral to the Level 2 Policy Help Desk has been completed.

When the exemption has been assessed by the Level 2 Policy Helpdesk, go to Step 7.

• Rejected cases: will be returned to the initiating Service Officer to create a Q065 letter and make outbound contact with the customer to advise the outcome
• Approved cases: once Level 3 Policy Helpdesk has approved and completed the appropriate override, the case will be returned to the initiating Service Officer to create a Q065 letter and make outbound contact with the customer to advise the outcome

For specific information to include in Q065 letters, see Table 5 > Step 11.

Note: inappropriate referrals will be returned to the initiating Service Officer for action.

Procedure ends here.

Create a referral to delete or update an override if a:

• customer notifies their circumstances have changed, and
• it has been identified that an override:
• needs updating, or
• is no longer required

For example, a child's care arrangements have changed or a family violence situation no longer exists and the child will now be able to meet the immunisation requirements.

Note: if a family violence exemption was previously coded, the customer must be referred back to a social worker in the Carer Specialised Assessment team (CSAT). Social workers from CSAT are the only social workers delegated for family violence exemptions.

Create a Fast Note - select Auto text, use Families > Enquiry > IMMEX CSAT Referral.

Tell the customer that a social worker will contact them for more details.

Once the social worker has undertaken the assessment of family violence change of circumstances and documented the record including their name and team (CSAT), they must refer the case to the Level 2 Policy Helpdesk if the override requires:

• updating, or
• deleting

Refer to Level 2 Policy Helpdesk using the referral template.

The referral must include:

• Customer Reference Number (CRN)
• affected child/ren (full name and date of birth)
• information supplied by the customer i.e. child left care
• payment type exemption applied to (FTB of CCS)
• relevant date exemption to cease from, and
• date of any additional information on the customer's record supporting the removal of the override

When Level 2 Policy Helpdesk has assessed the change, it will be referred to Level 3 Policy Helpdesk to complete the update.

Inappropriate referrals will be returned to the initiating Service Officer or social worker for action.

If the child has left the customer's care, the new carer will not automatically be eligible for an immunisation override. If an immunisation override is still required for the child, the new carer must apply for an override.

Procedure ends here.

Centrelink AIR Liaison team

When a referral is received, record a progress DOC. Use Fast Note - select Auto text, use Families > Enquiry > CLK AIR LIAISON Progress Doc.

Immunisation status

• To view the child’s immunisation status, in Customer First, select Workspace > Families Benefits > Child Immunisation Summary guided procedure
• Select the relevant child to see information about the child's immunisation status and AIR link

FTB Part A Rate Reduction Period (RRP)

The FTB Immunisation Rate Reduction Explanation (FIRRE) screen in Customer First shows information about a child's immunisation status, including:

• if they are serving an FTB immunisation grace period
• the start and end date of their FTB immunisation grace period
• the start date of any FTB Part A reductions that may be in place

To access the FIRRE screen:

• key FIRRE in Nxt
• select the relevant child to see the information

AIR Portal

Within the AIR Service Officer Portal:

• key the child’s name as per the Change Child (CCH) screen and press Search.
• select the relevant Personal Identification Number (PIN)/ Supplementary Identification Number (SIN) hyperlink
• check the AIR Status in the Status Summary table

To view the Immunisation History Statement, select:

• Actions
• Share proof of vaccination
• Complete immunisation history statement
• Generate PDF

The child’s National Immunisation Program (NIP) status shows at the top of the statement. The overdue immunisations are shown at the bottom of the statement with their due date.

For details on:

• investigating discrepancies in an immunisation status from AIR, go to Step 2
• emails received from an AIR Centrelink Liaison Officer to check payments, go to Step 3
• recording a Secretary Determination exemption immunisation override (excluding Permanent Humanitarian Visa Holder), go to Step 4
• recording other FTB immunisation overrides, go to Step 5
• recording a Last Immunisation Update Event (LIUE) date override, go to Step 7
• recording a FTB Rate Reduction override, go to Step 8
• deleting an immunisation override, go to Step 9
• rejecting a referral for an override, go to Step 10
• issuing a Secretary override grant/rejection letter, go to Step 11

If there is an issue with the link between Centrelink and AIR, see Establish a Family Tax Benefit (FTB) link for a child between Centrelink and the Australian Immunisation Register (AIR).

If the child is linked and the status does not match what the customer is advising, the record must be checked.

Does the AIR Status match the evidence the customer has uploaded, and the customer is not impacted by a FTB Part A Rate Reduction Period (RRP)?

• Yes:
• if the child is not up to date, make 1 genuine attempt to contact the customer to advise the outcome
• record details on a DOC. Use Fast Note - select Auto text, use Families > Enquiry > Attempt to contact CLK AIR Liaison team
• reply to the referring Service Officer. Staff must use the approved email templates on the Resources page
• procedure ends here
• No:
• see Critical date
• email the record details to the AIR Liaison Team. Staff must use the approved email templates on the Resources page
• procedure ends here until a response is received from AIR

Response received from AIR

AIR have confirmed immunisation status on the critical date and:

• child is up to date however the critical date is before the recorded LIUE date, a LIUE date override is required, go to Step 7
• child is not up to date however was on the critical date, a FTB Part A Rate Reduction is required, go to Step 8

For CCS entitlements, see Immunisation requirements for Child Care Subsidy (CCS).

If there is an issue with the link between Centrelink and AIR, see Establish a Family Tax Benefit (FTB) link for a child between Centrelink and the Australian Immunisation Register (AIR).

Is an override required due as the child meets immunisation on the critical date and the LIUE date is later than the critical date?

• Yes, if the child is:
• up to date however the critical date is before the recorded LIUE date, a LIUE date override is required, go to Step 7
• not up to date however was on the critical date, a FTB Part A Rate Reduction is required, go to Step 8
• No:
• record details on a DOC. Use Fast Note - select Auto text, use Families > Updates > Immunisation Payment Check
• procedure ends here

Level 2 Policy Helpdesk will refer cases to Level 3 Policy Helpdesk for an override where a Secretary Determination exemption has been requested. This will include family violence exemptions.

Overrides will not be recorded unless Level 2 Policy Helpdesk have been investigated and provided approval.

The referral will include the override type and the period (Family Violence exemption can only be granted for a maximum period of 12 months).

To code the override using the Child Immunisation Summary Guided procedure:

• Open the Child Immunisation Summary guided procedure
• Select the relevant child, then select Next
• Select FTB Summary from the Select Immunisation Summary dropdown box

FTB Part A for financial years 2018-19 onwards

• Select the Insert icon to add a new row to the FTB Immunisation Override table
• Select the appropriate FTB override reason:
  MIN - Ministerial
  SEC - Policy Department Secretary Approval
• Code State date of override
• Code End date of override

FTB Part A supplement for financial years 2012-13 to 2017-18

• Select the Insert icon to add a new row to the FTB Immunisation Override table
• Select the appropriate FTB override reason:
  MIN - Ministerial
  SEC - Policy Department Secretary Approval
• A warning will show: 'Under no circumstance is a SEC or MIN override to be recorded without Level 2 Policy Helpdesk approval
• 'if more than one update is required, select Next and Continue, or Finish to return to the Customer First Workspace

When the guided procedure is not available, key:

• S in the relevant child from the Child Selection (CHS) screen
• S in the Immunisation Det to go to the Child Immunisation Details (IMD) screen
• E in the Go to field to go to FTB Immunisation Exemption Override (IMFIEO) screen
• the state date of override
• end date of override
• code as either:
• MIN - Ministerial
• SEC - Policy Department Secretary Approval
• reason as either:
• RFV - Refusal of consent to vaccination
• FVL - Family Violence
• UNR - Unacceptable risk of harm to the child or another person
• Other - Other
• Source and date of receipt (DOR)

Finalise the activity via the Assessment results (AR) screen.

Record the decision

• Record details on a DOC. Use Fast Note - select Auto text, use Families > Updates > Grant - Immun Secretary Determination
• Reply to the referring Service Officer. Staff must use the approved email templates on the Resources page

To issue a Secretary override grant/rejection letter Q065, go to Step 11.

Issue manual letter Q065 to the customer to advise the outcome of the Secretary determination exemption.

When creating the Q065:

• Check the letter to confirm that the decision to grant or reject the Secretary determination exemption is correct:
• Grant = 1
• Not eligible = 2
• Reviewed = 3
• The following details may need to be coded, as required:
• full name/s of the customer's child/ren
• for payments impacted by the exemption, code the payment name, payment period start date and payment period end date
• first name/s of the customer's child/ren
• start and end dates for overriding the original decision

Print the Q065 locally.

Note: if the customer has a correspondence nominee, issue the same letter to the correspondence nominee.

Procedure ends here.

The National Families and Child Care Level 2 Policy Helpdesk approval must be provided before recording this override. Include any ICT Service Desk SD/IM number in the DOC.

If an FTB immunisation exemption override is required:

• Open the Child Immunisation Summary guided procedure
• Select the relevant child, then select Next
• Select FTB Summary from the Select Immunisation Summary dropdown box

FTB Part A for financial years 2018-19 onwards

• Select the Insert icon to add a new row to the FTB Immunisation Override table:
• Code Start date of override
• Code End date of override if known
• Select the appropriate FTB exemption/Override reason:
  DSI - did not satisfy immunisation (FTB immunisation requirement not met)
  SPX - special or unusual circumstances (meeting FTB immunisation requirement)
  WRK - workaround (meeting FTB immunisation requirement)

FTB Part A supplement for financial years 2012-13 to 2017-18

• From the FTB Immunisation Override table. Select the Insert icon and then the appropriate Age milestone:
• Income year defaults for the relevant age milestone selected
• FTB Override reason:
  MET - AIR confirms requirements met earlier. FTB child meets immunisation requirements and the agency was notified before the end of the allowable timeframe. Go to Step 6 for more details
  OSI - Overseas Immunisation. Child overseas at reconciliation
• If more than one update is required, select Next and Continue, or Finish to return to the Customer First Workspace
• On the customer's record, check that FTB is correctly reassessing for the relevant period and child
• Record details on a DOC. Use Fast Note - select Auto text, use Families > Updates > Immunisation override FTB
• Reply to the referring Service Officer. Staff must use the approved email templates on the Resources page

To close any related work items, go to Step 12.

To code an immunisation MET override:

• Select the Child Immunisation Summary guided procedure
• Select the relevant child and select Next
• Select FTB Summary from the Select Immunisation Summary dropdown box
• From the FTB Milestone Override table select Insert and then highlight the inserted line to select the appropriate age milestone from the dropdown box
• Insert FTB milestone override reason of Met prior to end of allowable period
• Select Next and then Finish to finalise the activity
• On the customer's record, check that FTB has reassessed and is correctly assessing for the relevant period and child
• Record details on a DOC. Use Fast Note - select Auto text, use Families > Updates > Immunisation override FTB
• Reply to the referring Service Officer. Staff must use the approved email templates on the Resources page

To close any related work items, go to Step 12.

If a LIUE Date Override is required:

• Open the Child Immunisation Summary guided procedure
• Select the relevant child and select Next
• From the Select Immunisation Summary dropdown box, select LIUE Date Override
• Record the LIUE Date Override date (the relevant earlier event which would have resulted in the removal of a rate reduction period)
• Finalise the activity via the Assessment results (AR) screen
• On the customer's record, check that FTB is correctly reassessing for the relevant period and child

When the guided procedure is not available, key:

• S in the relevant child from the Child Selection (CHS) screen
• S in the Immunisation Det to go to the Child Immunisation Details (IMD) screen
• L in the Go to field to go to FTB Immunisation Exemption Override (IMLIUEO) screen
• Record the LIUE date override in the Ovrd LIUE Date field of the top row
• Source and date of receipt (DOR)

Finalise the activity via the Assessment results (AR) screen.

Record the decision

• Record details on a DOC. Use Fast Note - select Auto text, use Families > Updates > Immunisation override FTB
• If arrears are restricted to 1 July of the lodgement year, send a request to Level 2 Policy Helpdesk. Staff must use the approved email templates on the Resources page
• Reply to the referring Service Officer. Staff must use the approved email templates on the Resources page
• To close any related work items, go to Step 12.

The override to remove the FTB rate reduction should be applied for the past period or lump sum period from:

• the child's date of birth to the date the child died where the child was born in the claim period that staff are assessing, or
• the whole claim period i.e. lump sum claim, if the child was not born in the claim period then override is coded from 1 July to date the child died

If a FTB Rate Reduction override is required in Customer First:

• Type Child Selection (CHS) in Next and select Continue
• Type S to select the relevant child and select Continue
• Type FTB Rate Reduction override (FYRRO) in Next and select Continue
• On the FYRRO screen record:
• Start date
• End date
• Type NRD
• Source
• Date of receipt
• On the customer's record, check that FTB is correctly reassessing for the relevant period and child
• Finalise the activity via the Assessment results (AR) screen
• Record details on a DOC. Use Fast Note - select Auto text, use Families > Updates > Immunisation override FTB
• Reply to the referring Service Officer. Staff must use the approved email templates on the Resources page

To close any related work items, go to Step 12.

Immunisation overrides can only be deleted by Level 3 Policy Helpdesk

An incorrectly recorded override will only be removed following approval from the Level 2 Policy Helpdesk.

Note: if the override is removed an FTB debt may result.

• Select the Child Immunisation Summary guided procedure. Select the relevant child and select Next
• In the Select Immunisation Summary field:
• Select FTB Summary
• Select Delete. A warning will display
• Select Yes to continue
• Select Next and Continue if more than one update is required, or Finish to return to the Customer First Workspace
• Record details on a DOC

Procedure ends here.

Centrelink AIR Liaison team referrals

If a referral was made to the Centrelink AIR Liaison team and the referral is not appropriate:

• record details using Fast Note - select Auto text, use Families > Enquiry > FTB Immun Override rejected
• reply to the referring Service Officer. Staff must use the approved email templates on the Resources page
• go to Step 12

Secretary Determination referrals

If a referral was made to the Level 2 Policy Helpdesk for a Secretary Determination and the referral is rejected, record details in a DOC. Use Fast Note - select Auto text, use Families > Enquiry > REJ - Immun Secretary Determination

To issue a Q065, go to Step 11.

Issue manual letter Q065 to the customer to advise the outcome of the Secretary determination exemption.

When creating the Q065:

• Check the letter to confirm that the decision to grant or reject the Secretary determination exemption is correct:
• Grant - 1
• Not eligible - 2
• Reviewed - 3
• The following details may need coding, as required:
• full name/s of the customer's child/ren
• for payments impacted by the exemption, code the payment name, payment period start date and payment period end date
• first name/s of the customer's child/ren
• start and end dates for overriding the original decision
• Print the Q065 locally

Note: if the customer has a correspondence nominee, issue the same letter to the correspondence nominee.

Procedure ends here.

Close any related work items.

In Customer First:

• go to Workspace > Customer Online Account
• select Online Interaction Summary
• key the CRN or Activity ID (if known) into the Search Criteria, then select Search
• select the relevant Description from the list shown to go to the corresponding Activity
• select Edit
• manually change the Status field to Completed
• select Save