Urgent Payments
When is an Urgent Payment issued
When a customer experiences unforeseen and exceptional circumstances
What payments use Mutual Obligations
JSP, YAL, and Parenting Payment
What does PIT stand for
Parental Income Test - where a customers parents income is evaluated to determine the eligibility of payment and how much they are allowed to earn
What are the 3 types of HCC?
Low income HCC, Ex-Carer Allowance HCC and Foster Care HCC
Roles of CSO
Identifying risk and responding appropriately, offering referrals to social workers/alternate services
How many requests and reviews can a CUS do a day?
What does NAR stand for?
Non Attendance Report
Who is exempt from PIT?
Parents receiving a benefit or a pension
What are the eligible payments for HCC?
JSP, PPP, SpB, CP, FHA, Austudy, YAL (& Abstudy Living Allowance)
What is the Risk Identification and Referal Model - BONUS - what is THE question
RIR supports staff to proactively identifies customers affected by FDV
‘Are you, or has anyone else been, concerned about your or your family’s safety?’
Forms of Alternative Assistance
Ask Izzy, crisis payments, centrepay, advance payment (etc)
What is the Role of the CSO?
Advising participants of their obligations to remain on payments, their refer them to their providers
8 weeks
How does a customer apply for HCC?
Online, paper claim, in person for vulnerable customers
What are some types of FDV
Including & Not limited to:
physical, emotional, financial, sexual abuse, child neglect, inciting violence, deprivation of liberty etc
Who CAN NOT apply for an urgent payment
Customers with an Involuntary Nominee Arrangement
Role of PST
Investigates failures and makes connections for the customer, applying penalties
What are the forms of verification for PIT
NOA, Mod JY, (FIPY)
What is the Renewal Period for LIC?
28 days prior to expiry and 13 weeks after expiry
Who are some of our more vulnerable customers?
Young people, Aboriginal & Torres Strait Islander peoples, people with disability, people in financial hardship, people in rural areas, refugees and newly arrived migrants, pregnant women, LGBTI+ communities ETC
NO
What is the No Show, No Pay policy
A work like approach to mutual obligations. Example: arriving one time, ringing beforehand, behaving appropriately
What payments are PIT applied to?
YAL and dependant ABSTUDY
What qualifies a customer for an immediate issue of HCC?
Customers experiencing financial hardship or urgent medical needs
What are our Emergency procedures when on the phone?
GET A TL and follow instruction
KEEP customer on the phone