1 Western Cape Forum for Intellectual Disability 26 October 2010.

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Western Cape Forum for Intellectual Disability

26 October 2010

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Content of Presentation

This presentation covers:• Legal Framework

– Disclosure

Various Grant Types

Grant for the Disabled

Care dependency grant

Grant-in-aid

Responsibilities of Medical Officer

General Information

Means Test

Review

SGDM Model

Background

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• SGDMM SGDM Model

Brief Description of the SGDMM

Progress

Challenges

Reviews

Types of review

Procedure to be followed

Decisions from reviews

Life certification

Suspension, lapsing, decrease

Representation

Suspension, lapsing

Application for restoration

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• Reviews Appeals

Customer Centric Services

Background

Purpose of customer care network

Customer care management framework

Customer enquiries and feedback management

Integrated community registration outreach program (ICROP)

Prioritized elements

Stakeholder definition

Payment Options

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Legal Framework: GrantsLegal Framework: Grants

Social Assistance provided in terms of the following legal Social Assistance provided in terms of the following legal frameworks-frameworks-

Constitution: Section 27(1)(c) – Right to AccessConstitution: Section 27(1)(c) – Right to Access

South African Social Security Agency Act (Act 9 of 2004)South African Social Security Agency Act (Act 9 of 2004)

Social Assistance Act, 2004 (Act 13 of 2004)Social Assistance Act, 2004 (Act 13 of 2004)

Regulations, 2008Regulations, 2008

Promotion of Access to Information Act (Act 2 of 2000)Promotion of Access to Information Act (Act 2 of 2000)

Promotion of Administrative Justice Act (Act 3 of 2000)Promotion of Administrative Justice Act (Act 3 of 2000)

Promotion of Equality and Prevention of Unfair Discrimination Act (Act 4 Promotion of Equality and Prevention of Unfair Discrimination Act (Act 4 of 2000)of 2000)

Public Finance Management Act (Act 1 of 1999)Public Finance Management Act (Act 1 of 1999)

Social Assistance is non- contributory fundSocial Assistance is non- contributory fund

Social Assistance is means tested to ensure that the most needy do Social Assistance is means tested to ensure that the most needy do qualify – not universal system qualify – not universal system

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Various Grant TypesVarious Grant Types

Social Assistance Act makes provision for the following grant Social Assistance Act makes provision for the following grant types –types –

Grant for the AgedGrant for the Aged

Grant for the DisabledGrant for the Disabled

War Veteran’s GrantWar Veteran’s Grant

Foster Child GrantFoster Child Grant

Care Dependency GrantCare Dependency Grant

Child Support GrantChild Support Grant

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DisclosureDisclosure

• Section 14(2) of Social Assistance Act stipulates the Section 14(2) of Social Assistance Act stipulates the following:following:

– In considering an application made in terms of subsection (1), the In considering an application made in terms of subsection (1), the Agency may conduct an investigation and request additional Agency may conduct an investigation and request additional informationinformation

• Section 14(4) stipulates the following:Section 14(4) stipulates the following:

– No person may divulge any personal information of an applicant No person may divulge any personal information of an applicant furnished in respect of an application except-furnished in respect of an application except-

• To a person who requires it in order to perform a function in terms of To a person who requires it in order to perform a function in terms of this Act;this Act;

• When required to do so by law or an order of court; orWhen required to do so by law or an order of court; or• With the consent of the applicant.With the consent of the applicant.

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• Section 14(5) stipulates the following:Section 14(5) stipulates the following:

– If any information supplied by a beneficiary to the Agency in an If any information supplied by a beneficiary to the Agency in an application for a grant materially changes after that beneficiary application for a grant materially changes after that beneficiary has submitted that application, he or she must as soon as is has submitted that application, he or she must as soon as is reasonable possible after the change occurs, inform the Agency reasonable possible after the change occurs, inform the Agency thereof.thereof.

• Section 21(1) – (3) stipulates the following:Section 21(1) – (3) stipulates the following:

– A person is guilty of an offence if such person, when applying for A person is guilty of an offence if such person, when applying for social assistance, furnishes information which he or she knows social assistance, furnishes information which he or she knows to be untrue or misleading in a material respect or makes a to be untrue or misleading in a material respect or makes a representation which to his or her knowledge is false, in order representation which to his or her knowledge is false, in order that he or she or another person may-that he or she or another person may-

• Obtain or retain social assistance to which he or she is not entitled in Obtain or retain social assistance to which he or she is not entitled in terms of this Act; orterms of this Act; or

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• Obtain social assistance in excess of that to which he or she is entitled Obtain social assistance in excess of that to which he or she is entitled in terms of this Act.in terms of this Act.

– If any person receives social assistance knowing that he or she If any person receives social assistance knowing that he or she is not entitled thereto, or is not entitled to the full amount which is not entitled thereto, or is not entitled to the full amount which he or she is receiving, and he or she fails to inform the Agency he or she is receiving, and he or she fails to inform the Agency thereof, he or she is guilty of an offence.thereof, he or she is guilty of an offence.

– A beneficiary who knowingly fails to inform the Agency of any A beneficiary who knowingly fails to inform the Agency of any material change of information contemplated is section 14(5), is material change of information contemplated is section 14(5), is guilty of an offence. guilty of an offence.

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• Section 16(1) of South African Social Security Agency Act Section 16(1) of South African Social Security Agency Act stipulates the following:stipulates the following:

– Subject to the Constitution of the Republic of South Africa, 1996 Subject to the Constitution of the Republic of South Africa, 1996 (Act No. 108 of 1996), and the Promotion of Access to Information (Act No. 108 of 1996), and the Promotion of Access to Information Act, 2000 (Act No.2 of 2000), no person may disclose any Act, 2000 (Act No.2 of 2000), no person may disclose any formation submitted in connection with any application or formation submitted in connection with any application or instruction for or in respect of a grant, payment or assistance instruction for or in respect of a grant, payment or assistance made available by the Agency, unless he or she is ordered to do made available by the Agency, unless he or she is ordered to do so by court of law or unless the person who made such so by court of law or unless the person who made such application consents thereto in writing. application consents thereto in writing.

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Various Grant TypesVarious Grant Types Grant for the DisabledGrant for the Disabled

• DEFINITIONDEFINITION

A disabled person is any person who has attained the A disabled person is any person who has attained the prescribed age of 18 and is owing to a physical or mental prescribed age of 18 and is owing to a physical or mental disability unfit to obtain by virtue of any service, employment disability unfit to obtain by virtue of any service, employment or profession the means needed to enable him or her to or profession the means needed to enable him or her to provide for his or her maintenanceprovide for his or her maintenance..

• The disability must be confirmed by a medical report of a The disability must be confirmed by a medical report of a medical officermedical officer..

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Grant for DisabledGrant for Disabled • The medical assessment must confirm whether the disability The medical assessment must confirm whether the disability

is-is-

– Permanent in that the disability will continue for more Permanent in that the disability will continue for more than 12 months;than 12 months;

– Temporary in that the disability will continue for a Temporary in that the disability will continue for a continuous period of not less than six (6) months or for a continuous period of not less than six (6) months or for a continuous period of not more than twelve (12) months;continuous period of not more than twelve (12) months;

• The medical report has to confirm that the person has a The medical report has to confirm that the person has a physical or mental impairment that limits or prevents the physical or mental impairment that limits or prevents the person from doing any work in order to maintain him or person from doing any work in order to maintain him or herself. herself.

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Grant for DisabledGrant for Disabled Degree of disability – makes incapable of entering labour Degree of disability – makes incapable of entering labour

marketmarket

Does not without good reason refuse medical or other Does not without good reason refuse medical or other treatment recommendedtreatment recommended

SA citizen or permanent resident or a refugee residing in SA SA citizen or permanent resident or a refugee residing in SA at the time of applicationat the time of application

Complies with the means testComplies with the means test

Not maintained in one of the institutions indicatedNot maintained in one of the institutions indicated

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Grant for DisabledGrant for Disabled • Non compliance patients are not eligibleNon compliance patients are not eligible

• ImpairmentImpairment

– The alteration of normal functional capacity due to The alteration of normal functional capacity due to medical condition, assessed by medical means, after a medical condition, assessed by medical means, after a diagnosis is established and appropriate and optimal diagnosis is established and appropriate and optimal treatment has been applied.treatment has been applied.

• DisabilityDisability

– The alteration of capability to meet personal and The alteration of capability to meet personal and occupational demands due to impairment.occupational demands due to impairment.

– Medical model is applicable Medical model is applicable

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Grant for DisabledGrant for Disabled • Where evidence exists that changes in the medical or Where evidence exists that changes in the medical or

financial circumstances of a permanent disabled person have financial circumstances of a permanent disabled person have or may be have occurred, a review can be done or may be have occurred, a review can be done

• Agency may at any time from date of application for a Agency may at any time from date of application for a disability grant request the beneficiary to undergo an disability grant request the beneficiary to undergo an assessment assessment

• Temporary disability Temporary disability maymay be for six or twelve months and will be for six or twelve months and will be terminated after the period expiredbe terminated after the period expired

• All beneficiaries All beneficiaries mustmust be informed of the outcome/result of be informed of the outcome/result of their application their application

• Legally no obligation to sent out a reminder of the intention to Legally no obligation to sent out a reminder of the intention to lapse/cancel the grantlapse/cancel the grant

However, three (3) months in advance notice of intention However, three (3) months in advance notice of intention of cancellation will be sent outof cancellation will be sent out

• Patients must be rehabilitated whenever possiblePatients must be rehabilitated whenever possible

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Grant for DisabledGrant for Disabled • Alcohol and substance abusers must be referred for Alcohol and substance abusers must be referred for

rehabilitationrehabilitation

• Subnormal intelligence must be gradedSubnormal intelligence must be graded

• Lack of motivation to work or to participate in a rehabilitation Lack of motivation to work or to participate in a rehabilitation programme is not a reason for a disability grant:programme is not a reason for a disability grant:

– unless there is a psychiatric conditionunless there is a psychiatric condition

– this must be substantiated by a psychiatric reportthis must be substantiated by a psychiatric report

• Obese patients must receive a diet plan and weight loss must Obese patients must receive a diet plan and weight loss must be monitoredbe monitored

– Patients with insulin resistance often have great difficulty Patients with insulin resistance often have great difficulty in loosing weight in loosing weight

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Various Grant TypesVarious Grant Types Care Dependency Grant Care Dependency Grant

Qualifying criteriaQualifying criteria

The child is under the age of 18 yearsThe child is under the age of 18 years

Child must receive permanent care or support services due to Child must receive permanent care or support services due to his/her severe mental or physical disabilityhis/her severe mental or physical disability

Disability confirmed by medical reportDisability confirmed by medical report

Parent or a foster parent or primary care giver must be Parent or a foster parent or primary care giver must be resident in the Republic at the time of the application for the resident in the Republic at the time of the application for the grantgrant

Parents must be South African citizens or Permanent RSA Parents must be South African citizens or Permanent RSA residentsresidents

Child must not be in an institution (including special schools) Child must not be in an institution (including special schools)

Complies with the prescribed conditions and the means testComplies with the prescribed conditions and the means test

Income of parent – single must not exceed R129 600.00 Income of parent – single must not exceed R129 600.00

Income of parent's – married must not exceed R259 200.00Income of parent's – married must not exceed R259 200.00

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Various Grant TypesVarious Grant Types Grant-in-aid Grant-in-aid

Qualifying criteriaQualifying criteria

Person in such a physical or mental condition that he or she Person in such a physical or mental condition that he or she requires regular attendance by anther personrequires regular attendance by anther person

Medical practitioner must certify that the person require Medical practitioner must certify that the person require regular attendance by another personregular attendance by another person

He or she is in receipt of an older person’s grant, disability He or she is in receipt of an older person’s grant, disability grant or a war veteran’s grant grant or a war veteran’s grant

A grant-in-aid is not payable to a person maintained in any A grant-in-aid is not payable to a person maintained in any institution subsidized by the Stateinstitution subsidized by the State

Complies with all other the prescribed conditions and the Complies with all other the prescribed conditions and the means testmeans test

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RESPONSIBILITIES OF MEDICAL OFFICERRESPONSIBILITIES OF MEDICAL OFFICER

• Medical report to be completed in legible handwritingMedical report to be completed in legible handwriting

• Patient must be considered/assessed globallyPatient must be considered/assessed globally

• Patient must be assessed according to objective criteriaPatient must be assessed according to objective criteria

• Patient/Applicant must be identified by ID documentPatient/Applicant must be identified by ID document

• The patient must be present at the time of completing the The patient must be present at the time of completing the formform

• The patient must be medically assessed by the medical officerThe patient must be medically assessed by the medical officer

• Statements made by the patient needs to be verified by Statements made by the patient needs to be verified by observation and or examinationobservation and or examination

• Determine whether referral for work assessment at an Determine whether referral for work assessment at an assessment unit or workshop is needed assessment unit or workshop is needed

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RESPONSIBILITIES OF MEDICAL OFFICERRESPONSIBILITIES OF MEDICAL OFFICER

• The completed medical report must not be handed to the The completed medical report must not be handed to the patientpatient

– A letter must be given to the patient as proof that a A letter must be given to the patient as proof that a medical assessment report was completedmedical assessment report was completed

– The medical assessment report must be signed by the The medical assessment report must be signed by the patientpatient

– The declaration must be explained to the patientThe declaration must be explained to the patient

– The patient must also sign on the lists on which his/her The patient must also sign on the lists on which his/her name appearsname appears

– The staff from the local district office will collect the The staff from the local district office will collect the completed medical forms on a regular basis completed medical forms on a regular basis

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Documentation required – critical Documentation required – critical

Bar coded identity documentBar coded identity document

Alternative documentationAlternative documentation

Thirteen digit ID number for child/ren (birth certificate)Thirteen digit ID number for child/ren (birth certificate)

Proof of assets and incomeProof of assets and income

Last three months bank statementLast three months bank statement

Discharge papers – war veteran’s grantDischarge papers – war veteran’s grant

Medical certificate – disability and care dependencyMedical certificate – disability and care dependency

Marriage certificate (if married)Marriage certificate (if married)

Death certificate (deceased spouse)Death certificate (deceased spouse)

School attendance certificate (child support and foster)School attendance certificate (child support and foster)

Court order/extension order (foster child)Court order/extension order (foster child)

Any other document (s) which may affect outcome of application Any other document (s) which may affect outcome of application

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General information General information

At some local offices there is a one day turn-around at the At some local offices there is a one day turn-around at the specific office. Service points linked to these offices have a ten specific office. Service points linked to these offices have a ten day turn-around day turn-around

Norm of 21 working days set by SASSA: WC for processing of Norm of 21 working days set by SASSA: WC for processing of applications for social assistance (except disabilities)applications for social assistance (except disabilities)

If a grant is refused or rejected the applicant will be informed in If a grant is refused or rejected the applicant will be informed in writing thereof in writing by registered post or hand delivered writing thereof in writing by registered post or hand delivered against a signature of the beneficiaryagainst a signature of the beneficiary

In respect of grants for the disabled, the beneficiary will also be In respect of grants for the disabled, the beneficiary will also be informed of the classification and when the medical coverage will informed of the classification and when the medical coverage will expire. This is done to ensure that the beneficiary will have expire. This is done to ensure that the beneficiary will have enough time to obtain an appointment at a medical facility for a enough time to obtain an appointment at a medical facility for a medical assessmentmedical assessment

Three months prior to the suspension of a grant the beneficiary Three months prior to the suspension of a grant the beneficiary will be informed thereof in writing. This is not compulsory will be informed thereof in writing. This is not compulsory

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Means testMeans test

Apart from other criteria for eligibility, material means available to Apart from other criteria for eligibility, material means available to potential recipients are taken into consideration in determining potential recipients are taken into consideration in determining whether they qualify for benefits, or what levels the benefits should bewhether they qualify for benefits, or what levels the benefits should be

Sliding scale utilized – as the income increases above a certain level, Sliding scale utilized – as the income increases above a certain level, the benefit level decreases until a point where no further benefits are the benefit level decreases until a point where no further benefits are paidpaid

Irrespective of whether a couple is married in or out of community of Irrespective of whether a couple is married in or out of community of property, the means of a married person and his/her spouse shall be property, the means of a married person and his/her spouse shall be taken into accounttaken into account

Means test consist of two elements, namely:Means test consist of two elements, namely:

AssetsAssets

Income Income

..\..\Means Test Income Thresholds\INCREASE as from 1 April 2010.xls

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Means testMeans test AssetsAssets

The market related value of any immovable property owned and not The market related value of any immovable property owned and not occupied by the applicant or his or her spouseoccupied by the applicant or his or her spouse

Any assets (property, etc) relinquishedAny assets (property, etc) relinquished

InvestmentsInvestments

Maximum value – R518 400.00 single person & R1 036 800.00 married Maximum value – R518 400.00 single person & R1 036 800.00 married personperson

Income derived from –Income derived from –

Salaries and wagesSalaries and wages

Income from trustIncome from trust

Any pension or annuityAny pension or annuity

Rent receive from boardersRent receive from boarders

Any profits or withdrawalsAny profits or withdrawals

Any other income – including interest and dividends from assetsAny other income – including interest and dividends from assets

Maximum value – R31 296.00 per annum for a single person and Maximum value – R31 296.00 per annum for a single person and R62 592.00.00 per annum for a married person R62 592.00.00 per annum for a married person

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Means testMeans test

GRANT TYPEGRANT TYPE GRANT GRANT AMOUNT AMOUNT

Old Age GrantOld Age Grant R1 080.00R1 080.00

Grant for DisabledGrant for Disabled R1 080.00R1 080.00

War Veteran’s War Veteran’s GrantGrant

R1 080.00 + R1 080.00 + R20.00R20.00

Grant-in-AidGrant-in-Aid R250.00R250.00

Child Support Child Support GrantGrant

R250.00R250.00

Foster Child GrantFoster Child Grant R710.00R710.00

Care-dependency Care-dependency GrantGrant

R1 080.00R1 080.00

• Grant amountsGrant amounts

Minimum amount for Minimum amount for grants for the aged, grants for the aged, disabled and war disabled and war veteran’s is R100.00veteran’s is R100.00

Other grants fix Other grants fix amountamount

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BackgroundBackground

Disability Management Unit is the entity within SASSA and its purpose is to:Disability Management Unit is the entity within SASSA and its purpose is to:

Provide strategic direction and leadership pertaining to the administration and Provide strategic direction and leadership pertaining to the administration and

management of disability related grants.management of disability related grants.

Main Functions:Main Functions:

To standardise and ensure uniformity of all disability related activities incl. medical To standardise and ensure uniformity of all disability related activities incl. medical

assessment process.assessment process.

The co-ordination of disability management functions across the regions.The co-ordination of disability management functions across the regions.

To design and maintain training programmes for various stakeholdersTo design and maintain training programmes for various stakeholders

To design and maintain guidelines and criteria for medical assessments.To design and maintain guidelines and criteria for medical assessments.

Prior to the Establishment of DMU, there had been different disability assessment Prior to the Establishment of DMU, there had been different disability assessment methods methods

used by different regions and lack of uniform standardised assessment tool.used by different regions and lack of uniform standardised assessment tool.

In order to bring about uniformity, DMU: HO in consultation with the regions consolidated In order to bring about uniformity, DMU: HO in consultation with the regions consolidated

these methods into one standard business model that will be implemented across all these methods into one standard business model that will be implemented across all

regions.regions.

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New Social Grants Disability Management

Model

Overall objective: To align and standardise systems and processes in order to improve Overall objective: To align and standardise systems and processes in order to improve

access and the quality administration of disability related social assistance.access and the quality administration of disability related social assistance.

It consists of the following elements:It consists of the following elements:

Gatekeeping and Medical Assessment Process; Gatekeeping and Medical Assessment Process;

Booking System; Booking System;

Medical Assessment Form Management; Medical Assessment Form Management;

Contracts management; Contracts management;

Claims Procedure; Claims Procedure;

Training; Training;

Quality Assurance and Quality Assurance and

Risk & Fraud management.Risk & Fraud management.

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Brief description of elements of the SGDMM

Element

Gatekeeping and Medical Assessment Process

Description•3 months validity period for medical form• Referral

Booking System •Entry point for DG application at SASSA

Medical form Management Tracking & control of medical assessment form from procurement to application.

Contracts Management SLA with Department of Health

Training Doctors/Medical Assessors

SASSA staff

Claims Procedure Payment for Assessments conducted.

Verification

Quality Assurance Random Sampling of 25 % assessments conducted

Risk & Fraud Suspected fraudulent medical assessment form

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ProgressProgress

Implementation of the SGDMMImplementation of the SGDMM

It has been partially implemented at 3 rural districts of the Western It has been partially implemented at 3 rural districts of the Western Cape and in the MetroCape and in the Metro

West Coast – VredenburgWest Coast – Vredenburg

Boland Overberg – PaarlBoland Overberg – Paarl

Eden/Karoo – Beaufort WestEden/Karoo – Beaufort West

Metro – Bellville; Eerste RivierMetro – Bellville; Eerste Rivier

. .

- To be fully implemented by end March 2011To be fully implemented by end March 2011

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ChallengesChallenges

Challenges Action Plan to address challenges

Medical Assessments backlogs at some health facilities

Engagements with DOH to avail more doctors for rendering medical assessment services.

Implementation of Gatekeeping element to reduce influx

Untrained doctors conducting medical assessments result in cases being referred for QA

Ongoing training of doctors across the region.

Fraudulent Activities No “walk –ins” (medicals brought by client from the assessing doctor) will be accepted.

Embark on awareness-raising campaigns

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BMU – Reviews Reviews

• Regulation 27(8)(a) stipulates the following:Regulation 27(8)(a) stipulates the following:

– Where evidence exist that changes in the medical or financial Where evidence exist that changes in the medical or financial circumstances of a permanently disabled person have or may circumstances of a permanently disabled person have or may have occurred, the review of the social grant may be done in have occurred, the review of the social grant may be done in accordance with subregulation 8(b).accordance with subregulation 8(b).

• Reviews will be done as follows:Reviews will be done as follows:

– Medical reviewMedical review– Administrative reviewAdministrative review– Will be given notification of the intention to reviewWill be given notification of the intention to review– Will be informed of documentation requiredWill be informed of documentation required– Will be informed of the place and time when he or she must Will be informed of the place and time when he or she must

reviewreview– Will be informed of outcome and right to make representations/ Will be informed of outcome and right to make representations/

appealappeal

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Types of Reviews

Administrative reviews

• Cover the review of general

or personal information

• Changes to residential and

postal addresses, marital

status,

• Financial information and

• Pay point information

Medical reviews

• Reassessment of medical

status in addition to a normal

administrative review

Foster Child Grant Reviews

• Extension of foster placement, court

orders in addition to normal

administrative review

Refugees Status

• Legal residence in the country

• Court orders gave them access to

FCG and DG

• Permission to live in country for 2

years, have to reapply

• Review examine the status

Life certificate

• Certifies that beneficiary is alive and

remains in the republic

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Procedure to be followed

Notification• Notify beneficiary within 90 days• Called to office to complete form• Notification letter should inform him/her of the required information and

documents• Consequences of failure to comply• Use of Registered Mail is required, additional notices on pay slips and

sms allowed where available

Administrative Review• Annually for beneficiaries who declared means• Necessity for review can arise from:

– Changes in circumstances– Abuse of grant, fraud, errors, dormant accounts, absence from RSA

• Full review is the same as life certificate

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Procedure to be followed (continued)

Foster Child Review• Supervision requirements are stipulated by the Children’s Act• Review upon expiry of the court order or extension order (generally every 2

years)• If court order period is shorter than 2 years, review accordingly• If court order is awarded for longer period (eg. until 18 years) review must

be conducted every 2 years, involve the social worker

Medical Reviews• Only permanent disability grants are reviewed• Complete medical re-assessment 5 years after initial or subsequent

assessment• Medical officer may state that a disability may have to be assessed in

shorter time period, review accordingly• Medical reviews– also administrative• Care dependent child is not subject to medical reviews

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Procedure to be followed (continued)

Refugees review• Review on expiry of refugee ID (generally 2 years)• Same 90 days notice as other reviews• Liaise with Home Affairs managing delay in provision of ID• Adopt a case management approach

Temporary Disability Grant (TDG)• Not subject to review• Awarded for short period• Letter of award must state period and termination date• Letter 90 days prior to termination warning of lapsing• Letter must inform beneficiary of right to reapply

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Decisions from reviewsNo change in value or status• If no change, the status will remain the same, grant will continue• Records are complete, relevant, current• No means• Medical assessment indicates that no future changes are anticipated• No further review may be required• Request future life certificates if he/she is not collecting personally

Decrease (Increase) in value of grant• Grant amount may be increased or decreased depending on change in

means

Suspension of social grant• Beneficiary no longer eligible• Medical indicates no longer disabled• Means too high• Other reasons

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Life certification

Notification for completion and submission of life certificates

• Forward letter together with life certificate• Posted to intended beneficiary 3 months (90 days) in advance • Process and details for the return of LC must be specified• Failure to comply leads to suspension • Certificate or affidavit can be completed in the presence of

commissioner of oaths• Posted or delivered to relevant SASSA offices (details of office appear

on the notice)• Beneficiary can also call at the nearest SASSA office • Beneficiary can make arrangements to extend period • Incomplete, incorrect life certificatesare returned to beneficiary with

written explanation • Give beneficiary 30 days to resubmit

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Suspension, Lapsing, Decrease

• The Regulations stipulate when to suspend or lapse, under what conditions

• May be due to changes in circumstances following review (no longer medically unfit, increased means)

• May be due to failure to review or provide life certificate• Regulations make provision for representation by the beneficiary

prior to suspension, lapsing, decrease (any action detrimental to the beneficiary)

• Pre-notification to make representation is necessary• Inform beneficiary he/she may apply for restoration if grant is

suspended

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Representation: Suspension, DecreaseRepresentation by the beneficiary• Inform beneficiary in writing the grant is to be suspended (decreased,

lapsed)• Notification must be 90 days prior to suspension• He/she can make representation personally or in writing, why grant

should not be suspended (form being designed) • PAJA 3(2)(b)(ii), also Social Assistance Regulations 2008• Include evidence supporting the beneficiary’s claim, such as:

– Incorrect assessment of means, incorrect identification, incorrect disability assessment, proof of submission of life certificate or review

• Designated official to hear / adjudicate, must consider all the facts, finding must be recorded

• Cannot suspend until representation is considered and processed• Written response to beneficiary

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Suspension, Lapsing

• After representation is unsuccessful, or if beneficiary does not choose to make representation

• Interim manual procedure to manage representation and suspension

• To acquire system support which will permit normal capturing and verification, eventual suspension

• Letter produced by SOCPEN to verify the suspension or decrease• Letter must indicate the right of the beneficiary to apply for

restoration of the grant or grant amount

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Application for Restoration• If grant is decreased, suspended, lapsed

• If application for representation was unsuccessful, or if beneficiary did not make representation

• Beneficiary may apply within 90 days to internal remedy unit

• Decision will be made on behalf of the CEO (delegated)

• Unit must be autonomous to the officials that made the original decision

• Prescribed form (form being designed)

• Must be accompanied by SASSA letter of suspension, giving reasons

• Attach any documentary evidence in support of claim

• IRU must assess and make decision within 30 days

• May hear verbal evidence from beneficiary

• Inform beneficiary in writing of outcome

• If successful, reinstate back to date of suspension41

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Appeals

• All beneficiaries must first apply to SASSA at the local office for the restoration of grant

• An acknowledgement of receipt of all the application for restoration of social grant can be done at the local office level

• The acknowledgement must accompany the application form.

• After due consideration and reasons for a particular decision if the beneficiary is still not satisfied with the outcome of the application for restoration

• Appeal to the Minister

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Our CUSTOMERS are central in the key strategic objectiveskey strategic objectives of SASSA as we obligated to create a CUSTOMER CARE CENTRED BENEFICIARY ADMINISTRATION CUSTOMER CARE CENTRED BENEFICIARY ADMINISTRATION SYSTEMSYSTEM

The ConstitutionConstitution of the Republic of South Africa and the South African Social Assistance Act places an obligationobligation on all SASSA employees to assist the poor and vulnerable to access social grants in a dignified manner

SASSA embraces the Batho PeleBatho Pele (People FirstPeople First) Transformation FrameworkTransformation Framework in its service delivery approach

This approach is consistent with the Agency’s visionAgency’s vision of rendering a comprehensive social security service that assists people in being self-sufficient and supporting those in need

The vision highlights SASSA’s commitment to render a seamless serviceseamless service to the citizens of South Africa; STAKEHOLDER PARTNERSHIPSSTAKEHOLDER PARTNERSHIPS are instrumental in attainment of its vision:attainment of its vision:

Directory of Services Defined Referral System mutually agreed upon

CCU – CCU – BACKGROUND

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To promote the implementation of uniform practice standards

Contribute to the development of the regional Customer Care Management Framework

Promote collective responsibility for training in customer care policies and procedures

Shared responsibility for the rollout of the Customer Care Management Framework with employees, Citizens and Stakeholders

Establish accountability structure: Monitoring and Evaluation, Review of CCMF and upholding the Reporting Framework

Customer Care NetworkPURPOSE

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SASSA Customer Care Charter

Customer Life Cycle Process• Reception and Waiting room Management ( Intake/ Helpdesk)• Queue Walking• Grant Application Screening• Grant Application Pre-screening• Grant Application• Communicating SASSA Decision on application• Disengagement

Customer Enquiries and Feedback (Complaints and Compliments) Management

Customer Care Management Framework (CCMF)Customer Care Management Framework (CCMF)

PRIORITIZED ELEMENTS

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Customer Enquiries and Feedback Management

NORMS AND STANDARDSNORMS AND STANDARDS• Written enquiries date-stamped, referenced, logged and

scanned on receipt• Telephonic enquiries must be responded to on demand• Written enquiries acknowledged within 48 hours of

receipt• Written enquiries must be attended to within 7 days• Enquiry must be finalized within 21 days• High level enquiry must be finalized within 3 days• Enquiries must be procedurally recorded• Quality of feedback to customers must be of a high

standard• Make commitment to the customer

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Customer Care Stakeholder Partnership• Regional/Local Office Stakeholder Database• Stakeholder Institutional Arrangements (Governance

Structures)• Stakeholder Segmentation (Roles and

Responsibilities)

SASSA Outreach Programme Strategy• Service Delivery Programme with other Government

and Non-Governmental Partners (Jamboree)• Public Participation Programme (Imbizo’s)• Door-to-Door Campaigns/Community Walkabouts

Integrated Community Registration Outreach Program (ICROP)(ICROP) PRIORITIZED ELEMENTS

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Citizen/Stakeholder Education-Empowerment• Marketing SASSA Grants and other products• Citizen Dialogues to get feedback of experiences and

perceptions • Update citizens/beneficiaries on new service delivery

developments/initiatives

Customer Care Assessment, Monitoring and Evaluation• Internal assessment of Local Offices by Regional

office• External Feedback from customers and stakeholders

through questionnaires and observation visits

Integrated Community Registration Outreach Program (ICROP)(ICROP) PRIORITIZED ELEMENTS cont…

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Stakeholders are those individuals/groups who are affected or could have an impact on

Services rendered Stakeholder engagement is a crucial factor for success in realising the Constitutional rights of the poorest of the poor, by granting them access to social security especially in remote and rural areas

Stakeholder support and partnership are essential to start the SASSA Referral service to ensure that a seamless service is rendered to those in need

Stakeholder Definition

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Payments Options

• Beneficiaries have three options of how to collect their monthly Beneficiaries have three options of how to collect their monthly grants:grants:

– Banking System – ACB payments including PostbankBanking System – ACB payments including Postbank– At homes for the aged and infirm or institutionsAt homes for the aged and infirm or institutions– Through a computerized pay out system in cashThrough a computerized pay out system in cash

– Biometric fingerprint images stored on a smart cardBiometric fingerprint images stored on a smart card

– Other beneficiary details as well as procurator holder details encrypted on Other beneficiary details as well as procurator holder details encrypted on the same micro chip the same micro chip

– Pay out schedules indicate when beneficiary can collect the grantPay out schedules indicate when beneficiary can collect the grant

– A receipt is printed with each payment containing all relevant payment A receipt is printed with each payment containing all relevant payment informationinformation

– Messages can also be printed on the receipts Messages can also be printed on the receipts

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Closure

Thank you – Any comments or questionsThank you – Any comments or questions

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The End

SASSA Western Cape Regional

Office

1 Western Cape Forum for Intellectual Disability 26 October 2010.

Documents

Transcript of 1 Western Cape Forum for Intellectual Disability 26 October 2010.