Work and Income referral and communication practice

Work and Income case managers are now using a new referral process and Budget Plan to support clients to improve their financial capabilities and access the ‘best fit’ service for them.

The Budget Plan and referral process have been co-designed with providers, Community Investment staff and Work and Income case managers, taking into account feedback from clients.

Identifying how we can help: the Budget Plan

Anyone can use the Budget Plan any time; and clients can access it through MyMSD.

Case managers can use the Budget Plan with clients who are having a tough time managing their money. The plan asks questions about the client’s income/outgoings and how they’re coping. It helps clients think about how they can increase their budgeting/financial skills and identify what we can do to help. These appointments are client driven and invite conversations about best-fit services. Clients can then choose what’s right for them.

One-off costs

All clients and their partners who apply for one-off costs (hardship) have obligations to meet. Clients applying for their first or second one-off costs need to find ways to reduce their spending or increase their income.

Clients applying for their third, fourth or fifth one-off costs need to complete a budget activity - either online or through their case manager.

A three-part process

The Budget Plan is made up of three parts, to be completed one at a time:

• The third time a client applies for one-off costs; they’ll need to complete the first step of the Budget Plan: ‘my money’. It will start to build a picture of how the client is coping
• The fourth time they apply for one-off costs, the client needs to complete Step 2: ‘my goals’; and
• The fifth time the client applies; they’ll need to complete Step 3: ‘managing my money’.

Clients need to show proof they’ve completed each step – by uploading to MyMSD or sharing with their case manager. They can choose to work through the Budget Plan on their own or ask their case manager for support – whatever works for them.

At the sixth application for one-off costs, clients will be referred to a Building Financial Capability provider.

Referrals to Building Financial Capability providers

We refer clients to Building Financial Capability providers - they offer services like financial mentors and MoneyMates peer-led support, depending on what would be best for the client. Clients can take their Budget Plan along if they like, and they can self-refer any time.