🌷 DKC - Helper

Need 1 Need Type: Circumstance (Detailed explanation of the call for this need):

Client Query/Request Details

Query/Request Type:

Transferred?

Opened?

Advised?

Confirmed?

Appointment Request/Booked

Reason: Date: Time: Location: Type: F2F Phone Text message sent?

Relationship

Relationship Change Type:

Partner Inclusion

Client has entered a new or formative relationship:
-- As soon as a client gets married or enters a civil union or de facto relationship, they no longer have entitlement to a single or sole parent rate of benefit.
-- If a client gets a partner and requests for them to be included in their financial assistance, they must complete an ‘Including a partner form’. The form includes sections for both the primary client and partner to complete. The partner will also need to provide evidence if it’s not already held in the system.
-- Evidence of the start of a client and partner relationship helps us make sure we pay their entitlement from the right date into the correct bank account.

Suspend benefit from First Available Date (FAD) and offer to request an appointment. If client declines an appointment and doesn't need further assistance, submit all the details to the office to follow up on the cancellation.

Has an appointment been booked? Yes No

Date: Time: Where: Type: F2F Phone Text message sent?

Partner Exclusion

Suspend (both primary and partner) from the 'Day after the Event' (or FAD if client cannot confirm) and offer to request an appointment. If client declines an appointment and does not need further assistance, submit all the details to the office to follow up on the cancellation.

Has an appointment been booked? Yes No

Date: Time: Where: Type: F2F Phone Text message sent?

Blind Transferred or Warm Transferred? To which line?

Topic? What was advised?

What was updated?

What was advised? Was escalation done?

S2P

PID:

Copy of email sent:

Assigned to work queue

Linked to CEN (Client Event Note)?

Sorted?

Called out 3x? Advised call will be disconnected if no response is heard? CSR Disconnected Call?

Topic? What was advised?

Type of Letter Sent? Posted? Overnight Print?

Assessment: Main Benefit (Application)

Relationships Marital Status: Dependent Children (How many?): Age of Youngest Child (if any):

Accommodation Costs Type:

Study Currently Studying? Yes No

Full-time or Part-time?

Plans to study in the future? Yes No

When?

Employment Employed? Yes No

Employer Name: Position: Rate: Type of Employment:

When is/was last day of work? When is/will final pay (be) given? Reason (for stopping/status):

Income Self/Employment ACC IRD Child Support Overseas

Cash Assets How much is left in all bank accounts? $ Other Assets: Investments Shares Stocks Bonds Money withdrawn from KiwiSaver

Medical Have a medical condition that will prevent them from working? Yes No

How severe? How permanent?

Have ongoing medical costs? (Details) Are they caring for someone full time? Yes No

Potential Eligibility Potential Main Benefit: Potential Supplementary Assistance (tick all that may apply): Accommodation Supplement Disability Allowance Temporary Additional Support Childcare Subsidy Child Disability Allowance

Final Actions Online Application Done? (If not, advise client to do OLA before appointment) Appointment Booked? Yes No

Date: Time: Where: Type: F2F Phone Text message sent?

20 Working Days advised? Things to bring / upload advised? DREW Assessment advised?

Client hung up? CSR disconnected call?

Booked in Maintenance Appt with CM?

If not booked with CM, was CM emailed?

Copy of email to CM:

Booked in Seminar? Advised Activity as per CM Notes?

Pre-Screening EH

Where have you been staying? When did this happen?/When are you needing to move out? What has happened that you can no longer stay there/previous accommodation? What's your current living situation? Who would need to be housed? Are there any safety concerns for you or members of your household?

What options have you considered? Have you asked friends or family if you can stay with them for a while? How did that go? Have you searched for or asked around for accommodation online or in person (private rentals, boarding, hostels, motels)? Have you applied for any accommodation? Who have you talked to about these options? What would you need in order to stay where you are, or return to recent accommodation?

Was financial assistance discussed with client?

What was discussed?

Why not?

Do they have an immediate EH need and has nowhere to stay tonight (or within 7 days)? Was an appointment booked? Otherwise, was escalation done?

Hardship Details

Initial Checks Under income limit? Under asset limit? Not on exception list?

Total Offset: Total Debt Balance: Total Hardship Count:

Food Balance: ADV/RAP Balance: Hardship Count (same need, last 52 weeks):

Application Details

Outcome: Approved Declined

Reason for decline? Was ROD (Review of Decision) advised?

Is Manager's Approval needed?

What does the client need? Is verification required? Have they provided it? Amount: $ Is the need recoverable?

Recoverable rate is the approved amount divided by 104 weeks and then rounded off to nearest whole.

What's the recoverable rate? $

Supplier: Payment Type: What has caused them short to get the need themselves? Was it unexpected? Is the need essential? Is it immediate? What options have they considered and done? Have they exhausted all their options?

Financial Capability Test

Income

Benefit: $

Self/Employment: $

IRD: $

ACC: $

Child Support: $

Other: $

Total Income (Client): $

Total Income (Partner): $

Total Income (Combined): $

Expenses (since last pay)

Total Expenses: $ Difference (Total Combined Income - Total Expenses): $

Reason for surplus allocation:

Client Agreements

Client should say "I Agree" as per standards.

Agree that all information provided is true and correct, and nothing left out?

Agree that they are aware of need to pay back recoverable assistance?

Agree to use payment for the approved purpose?

Permission given to give details to Fisher & Paykel?

Attendance to Funerals/Tangihanga Specifics

Relationship to Deceased: Name of Deceased: Date of Event: Location of Event: Distance (km): Fuel Efficiency (e.g., L/100km): Fuel Price ($/L): Total Fuel Cost: $

Car Repairs Specifics

Driver's License Number: Plate Number: Outcome of registration check: What do they use the vehicle for besides everyday use? Access to Public Transportation? Yes No

Why can't they use public transport instead?

Check value of the vehicle now on Trade Me to see if the vehicle is worth repairing.

How often do they do maintenance on their vehicle?

OEP - Petrol Specifics

Where do they need to go? When did they find out they need to go there? Distance (km): Fuel Efficiency (e.g., L/100km): Fuel Price ($/L): Total Fuel Cost: $

Housing Support Product (HSP) Specifics

Is there a bond lodged to them? Yes No

Why can't they use it toward paying off the new property?

Why is there no bond lodged to them?

How much is the new rent going to be? $ Is it affordable for client? Able to pay rent moving forward if assisted?

Are they at risk of losing their accommodation? (For Rent Arrears)

Fisher & Paykel Appliance Specifics (Fridge/Freezer, Washing Machine, Dryer)

Supplier: CUR000152142 Fisher & Paykel Appliances (auto-noted)

Advise Client (Checklist) Advised the client that all appliances are Haier brand? Updated the client address and contact numbers in CMS? Advised the client that once the appliance(s) have been delivered and/or installed, they cannot be returned for change of mind? Reminded the client that they must be contactable to arrange delivery. If they haven't heard from Mainfreight in 48 hours ask them to phone 0800 673 424. Reminded the client that if they cannot be contacted within 5 working days, the order will be cancelled.

Number of people on file to be accounted for? Have they measured the space where the appliance is going? Do they have any pets? Address and Contact number up to date? Model Number: CA Number: Delivery Instructions:

Travel for Stranded Clients Specifics

Where are they currently? Why did they go there in the first place? What was their plan on how to get back? When did they find out they needed to go there/return? Distance (km): Fuel Efficiency (e.g., L/100km): Fuel Price ($/L): Total Fuel Cost: $

Electricity, Gas, Water Specifics

Generated Email to Provider

Client Name (for email): Client Address (for email): Client Account Number (for email): Payment Reference (for email):

Change of Circumstance Details

Initial Checks & Reminders Checked the exceptions list?

Remember:

Special Caution checked?

Must View Notes checked?

CoC Type:

Absence from NZ

Period From: Period To: Where are they going? Why are they going there? Date of Notification: Outcome: Back Dated Review (BDR) done? Yes No

For what? From Date: To Date: How much? $

Arrears issued? Yes No

How much? $

Debts created? Yes No

How much? $

Other Action Suspended?

From Date: Reason:

Resumed?

From Date: Reason:

Cancelled?

From Date: Reason:

LSUM:

Change of Address

Date of Event (Move Date): New Address: Date Informed: Old accommodation cost: $ New accommodation cost: $ AS Region: Changed Residential Address on CMS? Changed Postal Address on CMS? Changed assigned office based on new address? Changed district via SDSTC? Changed accommodation cost via SADTA? Yes No

SADTA Updated Accommodation Cost: $

Type of Accommodation: Provided a breakdown verification? (Needed if cost includes utilities / receiving TAS) Back Dated Review (BDR) done? Yes No

For what? From Date: To Date: How much? $

Arrears issued? Yes No

How much? $

Debts created? Yes No

How much? $

Other Action Suspended?

From Date: Reason:

Resumed?

From Date: Reason:

Cancelled?

From Date: Reason:

LSUM:

Change of Bank Account

Type of Change? Full bank account change? (If new & no verification on file, verification mandatory. If verification on file, can be verbal.) Suffix Only? (Can be taken verbally) Previous bank account: New bank account number: Verification uploaded and scanned? (only if required) Sent to Authentication (S2P)? Yes No

What's the PID?

Reminder: If not sent to S2P, advise to send so process can finish.

Back Dated Review (BDR) done? Yes No

For what? From Date: To Date: How much? $

Arrears issued? Yes No

How much? $

Debts created? Yes No

How much? $

Other Action Suspended?

From Date: Reason:

Resumed?

From Date: Reason:

Cancelled?

From Date: Reason:

LSUM:

Charge Income

Payment Frequency:

Income Week 1 Period From (Monday): Period To (Sunday): Employer: Rate ($/hr): Hours: Total Week's Gross: $ Back Dated Review (BDR) done? Yes No

For what? From Date: To Date: How much? $

Arrears issued? Yes No

How much? $

Debts created? Yes No

How much? $

Other Action Suspended?

From Date: Reason:

Resumed?

From Date: Reason:

Cancelled?

From Date: Reason:

LSUM:

Medical Certificate Expiry

Decision: Grant Decline

ROD Advised?

Initial Expiry Date: Amount of weeks extended? Back Dated Review (BDR) done? Yes No

For what? From Date: To Date: How much? $

Arrears issued? Yes No

How much? $

Debts created? Yes No

How much? $

Other Action Suspended?

From Date: Reason:

Resumed?

From Date: Reason:

Cancelled?

From Date: Reason:

LSUM:

Payee (Redirections)

Action Completed: Payee name: Amount: $ Effective Date: Payee reference number: Verification uploaded and scanned (only if required)? Verbal authority obtained for this change?

Specific Actions

Action Type:

TAS Re/Grant

Remember to check exceptions list and 'what you can and can't do' list.

Date of First Contact:

Confirm Date of First Contact (whichever comes first): Added/Checked Financial Request Screen? Checked if application was submitted via MyMSD? Checked document upload date? (if applicable)

Client consented to reapplication being completed on their behalf? Yes No Does the client have Child Support liable costs? Yes No

Do they want to include it? Yes No

Mandatory Script to Read (if client wants to include Child Support costs):
I will need to read you a description of what child support information will be shared and how the information will be used for your TAS/SpB Temporary Additional Support/Special Benefit assessment... (Full script as provided previously) ...Do you agree to MSD asking for your child support costs from Inland Revenue to give that information to us?
*If client says NO-
If you would prefer that we do not get your information from Inland Revenue, you can provide manual verification... (Full script as provided previously)

Child Support API consent given? Yes No Address details correct? Yes No Contact details correct? Yes No SWIFTT Accommodation costs: $ Checked if Rent/Board costs include utilities: Yes No Checked if Home Ownership costs have changed: Yes No SWIFTT Disability costs: $ SWIFTT TAS costs: $ FTC paid by IRD correct: Yes No SWIFTT Income is correct: Yes No SWIFTT Assets are correct: Yes No Relationship details are correct: Yes No If allowable costs are updated, has verification been received? Yes No Deficiency: $ TAS rate payable: $ Necessary and reasonable steps discussed? Yes No

What steps did they do?

Read obligations to client, client understands: Yes No Outcome:

Regranted From Date:

Client has other costs for inclusion: Yes No

What client needs to do or verification they need to provide:

BDR & Other Actions (TAS) Back Dated Review (BDR) done? Yes No

For what? From Date: To Date: How much? $

Arrears issued? Yes No

How much? $

Debts created? Yes No

How much? $

Other Action Suspended?

From Date: Reason:

Resumed?

From Date: Reason:

Cancelled?

From Date: Reason:

LSUM:

AS Grant

Address: Has address been updated on CMS? Date of First Contact:

If there's no Request for Financial Assistance added, add it on the first date of contact.

Have they provided the completed AS Form? If not, have they done an OLA? AS Form Provided OLA Done Neither Outcome: Effective Date: Cost has been updated via SADTA? Type of Accommodation? AS Region? Income and Asset up to date? Under the income limit? Under the asset limit? How much is accommodation cost? $ Tenancy Agreement / Letter provided? Yes No

Is breakdown included in it?

What's the breakdown of the accommodation cost?

Is breakdown required or not required? Required Not Required

Further Actions Done (AS Grant) Appointment Booked? Yes No

Date: Time: Where: Type: F2F Phone Text message sent?

Supporting Docs Requested? Yes No

What was requested?

Back Dated Review (BDR) done? Yes No

For what? From Date: To Date: How much? $

Arrears issued? Yes No

How much? $

Debts created? Yes No

How much? $

LSUM:

AS Review

Date of Event: Date Notified: Old Accommodation Cost: $ New Accommodation Cost: $ Type of Accommodation: AS Region?

Further Actions Done (AS Review) Appointment Booked? Yes No

Date: Time: Where: Type: F2F Phone Text message sent?

Supporting Docs Requested? Yes No

What was requested?

Back Dated Review (BDR) done? Yes No

For what? From Date: To Date: How much? $

Arrears issued? Yes No

How much? $

Debts created? Yes No

How much? $

LSUM:

Back Dated Review (BDR)

What for? From what date? To what date? How much? $ Arrears issued? Yes No

How much? $

Debts created? Yes No

How much? $

LSUM:

Suspension

What's Suspended? Reason of Suspension: Effective Date:

Further Actions Done (Suspension) Appointment Booked? Yes No

Date: Time: Where: Type: F2F Phone Text message sent?

Supporting Docs Requested? Yes No

What was requested?

Back Dated Review (BDR) done? Yes No

For what? From Date: To Date: How much? $

Arrears issued? Yes No

How much? $

Debts created? Yes No

How much? $

LSUM:

Cancellation

What's Cancelled? Reason of Cancellation: Effective Date: Checked eligibility for WFF Non-Beneficiary?

Do they meet the criteria? Are they going to transfer to WFF?

If they are going to transfer, please use the "Transfer to WFF/Non-Bene Assistance" action instead.

Checked Payees? Checked Debts?

Was discussion made regarding repayment?

What was advised?

Was an exit interview offered?

Further Actions Done (Cancellation) Appointment Booked? Yes No

Date: Time: Where: Type: F2F Phone Text message sent?

Supporting Docs Requested? Yes No

What was requested?

Back Dated Review (BDR) done? Yes No

For what? From Date: To Date: How much? $

Arrears issued? Yes No

How much? $

Debts created? Yes No

How much? $

LSUM:

Resumption

What's Resumed? Reason of Resumption: Effective Date:

Further Actions Done (Resumption) Back Dated Review (BDR) done? Yes No

For what? From Date: To Date: How much? $

Arrears issued? Yes No

How much? $

Debts created? Yes No

How much? $

LSUM:

Transfer to WFF/Non-Bene Assistance

Transferred from: Reason for Transfer: Exit Interview Offered? Yes No

Date: Time: Where: Type: F2F Phone Text message sent?

Client started work on:

Employer Details Name: Address: Type of Work:

Number of hours per week: Rate per week: $ Gross Weekly Income: $

DREW Calculation Accommodation Supplement: $ Disability Allowance: $ Temporary Additional Support: $

Debts Discussion Held? Yes No

Was call transferred to collections?

If unable to transfer, what was discussed regarding debts?

Debt Recovery Suspension (tick only if client has applied verbally for and meets the qualification for TTW)

Has client been made aware that debt enforcement will take place at the end of the debt recovery suspension period (3 months)?

Income details at cancellation: $ Asset details at cancellation: $ FTC discussed and client gave permission to extend FTC?

How many weeks?

Deactivated JS / Jobz4u profile? LSUM:

🌺 The Aes Sedai 🌿

Client Query/Request Details

Appointment Request/Booked

Relationship

Partner Inclusion

Partner Exclusion

Assessment: Main Benefit (Application)

Pre-Screening EH

Hardship Details

Attendance to Funerals/Tangihanga Specifics

Car Repairs Specifics

OEP - Petrol Specifics

Housing Support Product (HSP) Specifics

Fisher & Paykel Appliance Specifics (Fridge/Freezer, Washing Machine, Dryer)

Travel for Stranded Clients Specifics

Electricity, Gas, Water Specifics

Generated Email to Provider

Change of Circumstance Details

Absence from NZ

Change of Address

Change of Bank Account

Charge Income

Medical Certificate Expiry

Payee (Redirections)

Specific Actions

TAS Re/Grant

AS Grant

AS Review

Back Dated Review (BDR)

Suspension

Cancellation

Resumption

Transfer to WFF/Non-Bene Assistance