She doesn't have to make an appointment.
She has to apply for a legal aid certificate. Saying has low income and cannot afford a lawyer doesn't make sense and she has to start understanding that there is a lot she can do but whether she has shifts or a licence doesn't mean she cannot get some help. If she gets support she and her child will be better off.
So she has to contact the legal aid office and discuss her entitlement. She can go by the office or she can call the contact centre.
And she or you can read about that here:
And yes she should get an order for custody. If she does not she won't be able to get the child a passport for example.
She will be able to get support based on the portion of the money that is for income replacement. That will be considered income for support purposes.
There is no way for me to know how much she will get as we don't know what portion will be marked as for income replacement.
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