Parent Pathways 101-24081353

If the customer is:

• checking if they are eligible for Parent Pathways, go to Step 2
• asking to be connected with Parent Pathways, go to Step 2
• asking to withdraw their consent to share their details, tell them to contact their local Parent Pathways provider to withdraw consent. Procedure ends here

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

If the latest Eligibility / Participation status on PPW screen indicates the customer is:

• Eligible and they have asked to be connected, see Table 2 > Step 1
• Eligible and they do not want to be connected right now, see Table 2 > Step 1
• 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 who will contact them to discuss the service. Procedure ends here
• Commenced or Suspended, tell the customer they are already participating in Parent Pathways and 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.

The customer must meet the following criteria:

• 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 the Resources page
• aged over 15, and
• 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 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 meet eligibility 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), or
• First Nations

Does the customer meet one of the above criteria?

• Yes, 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

Tell the customer they:

• may be eligible for Parent Pathways, and
• need to contact their local Parent Pathways provider to confirm eligibility and participation in the service

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'.

To record the customer's interest and consent in connecting with Parent Pathways, in Process Direct:

• in the customer's record, key CIC in the Super Key, > [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
• 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 2
• is not interested right now but would like a reminder later, go to Step 2
• is not interested and is receiving:
• Special Benefit (SpB) or Carer Payment (CP), go to Step 2
• 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

To record the customer's interest and consent to data match, go to the CIC screen:

• in the Service Type field, select Parent Pathways
• ensure each Read aloud to customer script is read to the customer
• 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 3
• Yes, go to Step 4

If the customer is not interested right now:

• ensure the Read aloud to customer script is read 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:

• ensure the Read aloud to customer script is read 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 5
• Not Consented, go to Step 6

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'
• select Close
• procedure ends here

If the customer's data matches with DEWR and consent was unsuccessful due to:

• being unable to match details, the process cannot be completed:
• ensure the Read aloud to customer script is read to the customer
• select Close
• procedure ends here
• 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.