Parent Pathways 101-24081353

Where a customer's circumstances indicate they could benefit from participating in Parent Pathways, initiate a conversation.

Does the Benefit Status line display PPW/ELG?

• Yes, initiate a conversation with the customer. Use the conversation guide
• No, the customer may still be eligible. Go to Step 2

Allow the natural flow of the interaction to unfold. Give the customer the opportunity to discuss the reason for the interaction. Complete any updates.

Ask in your own words or use one of the examples below. Start with a simple question, followed by one or more of the suggestions about what assistance can be offered. Choose the most appropriate assistance based on the customers circumstances.

• Have you heard of Parent Pathways? This is a voluntary service that can assist you:
• in reaching your personal, study or work goals
• by providing financial support in getting a licence, buying a computer, training courses, textbooks or work permit
• in providing study and career guidance
• in finding the most appropriate support services to assist you during this time
• in finding a child care centre and help with child care costs
• in undertaking training, such as a computer course or language or literacy course
• If you are interested to learn more about the service, I can send your details to your local provider who will call you to discuss the available benefits and services. You can then decide if Parent Pathways is right for you.

Is the customer interested to learn more?

• Yes, see Table 2 > Step 1 on the Assisted tab
• No, procedure ends here

Check the customer's Parent Pathways eligibility and participation status on the Parent Pathways (PPW) screen in Process Direct.

If the customer is:

• Eligible and they have asked to be connected, see Table 2 > Step 1 on the Assisted tab
• Eligible and they do not want to be connected right now, see Table 2 > Step 1 on the Assisted tab
• Exited, Ineligible or blank and they want to be connected, go to Step 3
• Registered or Pending, tell the customer:
• their details have been sent to their local Parent Pathways provider
• the provider will contact them to discuss the service
• they can contact the provider directly. To find a provider, see Resources. Procedure ends here
• Commenced or Suspended, tell the customer:
• they are already participating in Parent Pathways
• they should contact their local provider. Procedure ends here

Customers with an Eligibility/Participation status of Exited, Ineligible or blank may still be eligible for Parent Pathways.

To be eligible, the customer must meet all of the following criteria:

• Be principal carer of a child under 6 years old
• Not in paid employment, including self-employment in the last reporting period
• Live in an area where there is an available Parent Pathways provider. To find a provider, see Resources
• Aged over 15
• Not participating in Workforce Australia or Disability Employment Services (DES)

Does the customer meet all of the above?

• Yes, go to Step 4
• No, tell the customer Services Australia cannot connect them to Parent Pathways as they do not meet the eligibility criteria. Procedure ends here

Check if the customer is receiving one of the following:

• Parenting Payment (PP) (single/partnered)
• Carer Payment (CP)
• Special Benefit (SpB)

Is the customer receiving one of these payments?

• Yes, go to Step 6
• No, go to Step 5

Customers may still be eligible if they do not get a payment from Services Australia.

Check if the customer meets one of the following:

• Under 22 years old
• An early school leaver (parents who do not have Year 12 or an equivalent qualification or higher)
• A First Nations parent or carer

Does the customer meet one of the above criteria?

• Yes, go to Step 6
• Unsure, go to Step 6
• No, tell the customer Services Australia cannot connect them to Parent Pathways as they do not meet the eligibility criteria. Procedure ends here

Customers are selected for Parent Pathways based on their information recorded. The eligibility rules check they:

• are principal carer of a child under 6 years old
• have no employment income recorded on the Earned Income Summary (EANS) screen or Real Estate Business Details (REBS) screen
• are not residing in a Community Development Program (CDP) region, Norfolk Island or overseas
• are Current (CUR) or zero rate (CZR) on an eligible Income Support Payment
• are not participating in another Employment Services program
• are 15 years or older

Is customers information correct?

• Yes, go to Step 7
• No, update the customers information. Procedure ends here

Tell the customer they:

• may be eligible for Parent Pathways
• to contact their local Parent Pathways provider to confirm eligibility and participation in the service. To find a provider, see Resources.

Procedure ends here.

Interest and consent updates must always be actioned in a standalone activity. If not, an error message will display 'This must be completed in a standalone update. Please exit from the current transaction and start new update from Customer Summary'.

Note: nominees and persons permitted to enquire are not authorised to provide consent on behalf of the customer.

To record the customer's interest and consent in connecting with Parent Pathways, set up a reminder, or customer is not interested:

• in the customer's record, key 'CIC' into the Super Key and press [Enter] to go to the Customer Interest and Consent (CIC) screen
• select +Add icon in the top right corner
• in Service Type, select Parent Pathways from dropdown list
• read aloud to the customer the information that appears at the top of CIC screen

No further selection is available if the customer:

• is not eligible for Parent Pathways
• is already participating in Parent Pathways
• has a Restricted Access record. Tell the customer to contact their local Parent Pathways provider. To find a provider, see Resources
• has already provided consent (PPW status of Registered or Pending)

If the customer is eligible, and:

• wants to be referred to Parent Pathways, go to Step 3
• is not interested right now but would like a reminder later, go to Step 3
• is not interested and is receiving:
• Special Benefit (SpB) or Carer Payment (CP), go to Step 3
• Parenting Payment (PP), explain they can register their interest in their Centrelink online account in myGov, or the Express Plus mobile app at a later stage if they change their mind. Procedure ends here
• wants to withdraw consent, go to Step 2

If the customer asks to withdraw their consent to share their details, tell the customer to contact their local Parent Pathways provider to withdraw consent. Procedure ends here.

In the Interested in this service and give permission to agency for Jobseeker ID matching with DEWR field, select customer's response from the dropdown list.

If the response is:

• Not Right Now, go to Step 4
• Yes, go to Step 5

If the customer is not interested right now:

• read the Read aloud to customer script to the customer
• in the Preferred reminder option field, select the customer's preferred timeframe from the dropdown list:
• 3 months
• 6 months
• 9 months
• 12 months
• Never (for Carer Payment (CP) and Special Benefit (SpB) customers only)
• select Save

Procedure ends here.

If collecting consent to share details:

• read the Read aloud to customer script to the customer
• in the Consent to Share Details with other Department/Agency field, select customer's response from the dropdown list

If the response is:

• Consented, select Save. Go to Step 6
• Not Consented, go to Step 7

If the customer's data matches with DEWR and consent was successful:

• Tell the customer:

• There is nothing more for you to do now. Your local Parent Pathways provider will contact you
  
  Services Australia sends your details a Parent Pathways provider. Sending your details to a provider does not commence you in the Parent Pathways service
  
  A Parent Pathways staff member will contact you to discuss the available benefits and services. It is then you can agree to participate in the Parent Pathways service

• Select Close
• Procedure ends here

If the customer's data matches with DEWR and consent was unsuccessful due to being unable to match details or a technical issue, the process cannot be completed.

• Ensure the Read aloud to customer script is read to the customer
• Select Close
• Procedure ends here

If consent is not given:

• ensure the Read aloud to customer script is read to the customer
• select Save and Close

Procedure ends here.

To start the interest and consent, customer must:

• sign into myGov and access their linked Centrelink online account
• select My details on the Home Page
• under Personal and contact details, select Manage Consent Details
• select Begin on Parent Pathways tile

Note: nominees and persons permitted to enquire are not authorised to provide consent on behalf of the customer.

Information about Parent Pathways service displays.

Each question must be answered for the customer to submit their response.

Select Begin.

A Parent Pathways provider in their local area can contact the customer to help them decide if Parent Pathways is right for them.

Would the customer like to learn more about Parent Pathways?

If the response is:

• Yes, select Next, go to Step 4
• No, select Next, go to Step 8

Services Australia needs to check if Department of Employment and Workplace Relations (DEWR) already has the customers details.

Does the customer consent to this check?

If the response is:

• Yes, select Next, go to Step 5
• No, select Next, go to Step 9

The customer can review these details later and make changes if needed.

Select Continue to proceed with checking if DEWR already has the details. This may take a few minutes to complete.

The customer must not refresh the browser or move away from the page.

Select Continue, go to Step 6.

The match is:

• Successful:
• the customer needs to consent to share their details
• Select Next, go to Step 7
• Unsuccessful, the customer can try again later. Procedure ends here
• Unsuccessful:
• the customer can contact a Parent Pathways provider in their local area. Information on how to contact a Parent Pathways provider in their local area will be on the receipt page
• Select Next, go to Step 9

Before a Parent Pathways provider can contact and support you, we need your consent to send information to the Department of Employment and Workplace Relations.

By giving consent, you are agreeing that a Parent Pathways provider will have access to your personal information. This includes your personal and contact details, as well as information that confirms your eligibility to Parent Pathways, for example, your payment type and your youngest child's date of birth.

Your information will only be used for a Parent Pathways provider to contact you. If you want to withdraw your consent later, you will need to wait for a Parent Pathways provider to contact you to let them know.

Do you consent to Services Australia sharing your information with the Department of Employment and Workplace Relations?

Customer can select Yes or No, then select Next. Go to Step 9.

Services Australia can remind the customer about Parent Pathways later. When would the customer like us to send a reminder?

Customer selects the preferred timeframe:

• in 3 months
• in 6 months
• in 9 months
• in 12 months
• Never (for Carer Payment (CP) and Special Benefit (SpB) customers only)

Select Next, go to Step 9.

The customer can review these details later and make changes if needed.

Select Continue to save responses. The Review and submit page displays.

Select Begin, go to Step 10.

Customer must review their responses are correct.

To make changes, select:

• Edit customer interest, under Register customer consent heading
• Edit customer interest, under Customer consent heading

Make changes and progress to Review and Submit page.

If no changes are required select Next. Go to Step 11

The customer is asked to declare information is correct and read and accept the privacy statement.

Ticking the box means they understand and agree to the above terms.

Select Submit, go to Step 12.

Receipt page confirms the changes submitted.

Next steps provide further information to the customer.

If an error occurs during submission, ask the customer to try the process again.

After a customer gives consent, their details go to a Parent Pathways provider.

Sending the customer’s details to a provider does not commence them in the Parent Pathways service.

A Parent Pathways staff member will contact the customer to discuss the available benefits and services. It is then customer’s responsibility to agree to participate in Parent Pathways.