Conducting, rescheduling or failure to attend a Parenting Payment Single (PPS) Compulsory Participation Interview 007-04080030

Has the customer contacted?

• Yes, go to Step 2
• No, Service Officer is preparing to conduct the Compulsory Participation Interview, see Table 2

Is the customer's payment PPS/CUR?

• Yes, and customer is unable to attend the scheduled appointment time and wants to reschedule, go to Step 9
• No, go to Step 3

The following screens will show a history of the PPS status including date of effect and suspension/cancellation reason.

Process Direct:

• search the customer record via the Customer Summary tile
• select the Benefit History icon to locate the PPS status
• alternatively, go to the Benefit status (XBS) screen. Use the drop down option in the System/benefit type code field to search for PEN
• check for any DOC relating to the SUS/CAN decision using the Notes icon

Customer First:

• check the Service Reason Summary (SRS) screen
• for Parenting Payment Single (PPS), check the Pension Status History (PNSH) screen
• check for any DOC relating to the SUS/CAN decision on the Document List (DL) screen

Go to Step 4.

If the PPS suspension/cancellation any of the following:

• PPS status is SUS-FAI (Failed to attend an interview) or SUS-FRC (Failed to reply to correspondence), go to Step 5
• all other suspension/cancellation reasons:
• to determine if PPS can be restored, or if the customer will need to reclaim, see Restoration of Parenting Payment (PP)
• procedure ends here

Has the customer contacted within 13 weeks of the date the suspension decision was notified?

• Yes:
• PPS is SUS-FAI (Failed to attend an interview), go to Step 6
• PPS is SUS-FRC (Failed to reply to correspondence), go to Step 7
• No:
• the customer will need to reclaim
• see Claiming Parenting Payment (PP)
• procedure ends here

Tell the job seeker:

• 'You have been referred for a Parenting Payment Single Compulsory Participation Interview'
• 'It's important that you attend any scheduled appointment'
• 'If you are unable to attend a scheduled appointment, please contact before the appointment time/date to reschedule to avoid suspension'
• 'I am able to book another appointment for you now to enable your payments to be restored'

Is the Service Officer skilled to conduct the interview now?

• Yes, PPS needs to be current prior to commencing, go to Step 10
• No, an appointment will need to be booked and then PPS can be restored, go to Step 8

Tell the customer:

• 'Parenting Payment Single payments have been suspended because you need to agree to a Job Plan with Centrelink or accept a referral to an Employment Service Provider as part of mutual obligation requirements'

Is the Service Officer skilled to conduct the interview now?

• Yes, PPS needs to be current prior to commencing, go to Step 10
• No, an appointment will need to be booked and then PPS can be restored, go to Step 8

Tell the job seeker:

• 'I am able to book an appointment for you now to enable your payments to be restored'

Book a compulsory participation interview appointment for the next available time.

For assistance in booking appointments in either Customer First or Process Direct, see Booking appointments in the Centrelink Appointment System.

Use the following parameters:

• Appointment Type: select Compulsory Participation Interview
• Appointment Channel: select Phone (Face to Face if no telephone contact details)
• Service Reason: select Parenting Payment - Single

Note: if the appointment is within the next 5 business days, Service Officers must verbally advise the customer of the time and date because no appointment advice is issued.

Tell the customer:

• 'Your scheduled appointment will be conducted':
• 'via telephone. Calls from us will display as a private number. Please answer this call' - if telephone number available; or
• 'at <details of the office location>' - if no telephone details available for the customer
• 'It's important that you attend/participate in any scheduled appointment'
• 'If you are unable to attend/participate in a scheduled appointment, please contact before the appointment time/date to reschedule to avoid suspension'
• 'I can now restore your payment'

Go to Step 10.

Customer has contacted to request rescheduling of a compulsory participation interview. For assistance with rescheduling, see View, reschedule or cancel an appointment in the Centrelink Appointment System.

Note: if the appointment is within the next 5 business days, Service Officers must verbally advise the customer of the time and date because no appointment advice is issued.

Once the appointment has been rescheduled, tell the customer:

• 'Your scheduled appointment will be conducted':
• 'via telephone. Calls from us will display as a private number. Please answer this call' - if telephone number available; or
• 'at <details of the office location>' - if no telephone details available for the customer
• 'It's important that you attend/participate in any scheduled appointment'
• 'If you are unable to attend/participate in the scheduled appointment, please contact before the appointment time/date to reschedule to avoid suspension'

Procedure ends here.

Process Direct:

• Go to the Benefit Action (BA) screen, complete the following fields:
• Benefit Type: select or key PPS
• Benefit Action: key RES - restore
• Date of Effect: key the date to resume payment, example payment can be restored back to date of suspension (DLP+1)
• select Save
• complete Receipt Date and Channel fields, select Save
• in the header, check the Payment System is PEN and the Service Reason is PPS
• Update any changes in circumstances, such as change of address. See Completing the Accommodation Details (AC) screen and assessing Rent Assistance (RA)
• Code or confirm any employment income and process outstanding reports. See Recording and correcting employment income details
• Check customer is the principal carer of a dependent child from the date of restoration. Check information on file such as DOCs or scanned documents that might suggest the child is no longer in the customer's care. If any doubt exists, a care assessment must be completed prior to restoration. See Change of care for Family Tax Benefit (FTB)
• Select Assess and address any errors under Message Log on the Errors (SWE) screen
• Select Assess to go to the Entitlement (ELD) screen. If the customer is entitled to arrears, check the correct amount is being paid. If required, see How to manually calculate arrears
• Select Finish to finalise the activity

Customer First:

• Make sure the right system is selected for restoration: PEN for PPS
• Go to the Benefit Action (BA) screen, complete the following fields
• Svc Rsn: select or key PPS
• Action: key RES - restore
• complete Source and DOR fields
• the Event Date will default to the effect date
• Update any changes in circumstances, such as change of address. See Completing the Accommodation Details (AC) screen and assessing Rent Assistance (RA)
• Code or confirm any employment income and process outstanding reports. See Recording and correcting employment income details
• Check customer is the principal carer of a dependent child from the date of restoration. Check information on file such as DOCs or scanned documents that might suggest the child is no longer in the customer's care. If any doubts exists, a care assessment must be completed prior to restoration. See Change of care for Family Tax Benefit (FTB)
• Go to the Assessment Warnings and Error (AWE) screen and address any errors under Message text
• Select Continue to go to the Assessment Results (AR) screen. If the customer is entitled to arrears, check the correct amount is being paid. If required, see How to manually calculate arrears
• Select Finalise and Continue to finalise the activity

If presented with error (E235RT) - Manual Report Reason no longer valid: End date on the Reporting Regime Details (RPRD) screen, see Step 6 in Table 6 in Reporting employment income self service troubleshooting.

Use the Fast Note - select Auto Text, use Parents > SUS/CAN/RES > PP restored. Record all relevant details, especially if any manual adjustments were made to arrears/overpayment, and include the following Reason for restoration:

• customer has been advised to attend the booked compulsory participation interview on <date>, or
• customer has been advised they need to agree to a Job Plan

Complete the Fast Note.

Is the skilled Service Officer conducting the interview at point of contact now?

• Yes, see Table 3
• No, procedure ends here

Service Officer must:

• make two genuine attempts to contact the customer
• try to contact the customer at the scheduled appointment time
• check to see if the PPS customer is subscribed to Desktop Messaging and send a pre-call notification SMS through Desktop Messaging and send a pre-call SMS to the customer before attempting to contact. Note: messages created between 8:00am and 8:00pm send in 'real time'. See Centrelink letters online and Electronic Messaging

If unable to contact the customer on the first attempt, try again approximately 15 minutes later.

Go to Step 2.

While waiting for the pre-call SMS to deliver to the customer, check the record:

• Go to the Customer Summary screen and select CRN/BP hyperlink in Customer First to review Child/ren information. Check the age and number of children in their care
• 'S'elect the child/ren from the Child Selection (CHS) screen. On the Child Task Selector (CHTS) screen:
• 'S'elect the In Customer Care (CHC) and SSA Shared Care (SSC) screens to ensure they reflect correct care details
• Check the customer is fully meeting their mutual obligations requirements by checking:
• Employment Income Summary (EANS) and Real Estate/Business Summary (REBS) screens to confirm they are undertaking sufficient paid work or self-employment of at least 30 hours per fortnight with employment income, or net business income at the national minimum wage or above
• Education Course History (EDCH) screen to confirm undertaking Approved studying for at least 30 hours per fortnight, inclusive of contact and/or non-contact hours
• the EANS, REBS and EDCH screens to confirm if undertaking a combination of paid work (including self-employment) and study of at least 30 hours per fortnight
• If the customer is self-employed, check how recent the last business income assessment is and determine if a new assessment is required

Go to Step 3.

Has the customer attended the phone appointment?

• Yes, see Table 3
• No, and this is the:
• first unsuccessful contact attempt, go to Step 4
• second unsuccessful contact attempt, see Table 4

After waiting 15 minutes from the first unsuccessful attempt to contact, make another contact attempt.

Has the customer attended the phone appointment?

• Yes, see Table 3
• No, and this is the second unsuccessful contact attempt, see Table 4

The purpose of the appointment is due to their youngest child, who has turned 6 years of age. They are now required to undertake an approved activity to ensure they meet their mutual obligation requirements to keep getting their payment.

Discuss options for satisfying their mutual obligation requirements. If the customer is not already satisfying the requirements, offer some examples such as paid work, study or job search.

Discuss available programs and services, Adult Migrant English Program (AMEP), Skills for Education and Employment (SEE), Financial Information Service, 'Information in your language' brochures.

Discuss if the job seeker may be eligible for a long term exemption from their mutual obligation requirements based on their current circumstances. This includes exemptions due to:

• caring for a large family (where the customer is the principal carer of 4 or more dependent children under 16 years of age, or a secondary pupil child from 16-19 years of age)
• having a dependent child home-schooled
• supervising distance education of a dependent child
• being a registered and active Foster Carer
• caring for a sick or disabled child but not qualify for Carer Payment (CP)
• being a relative carer (other than a parent) with a parenting or protection order under the Family Law Act
• being a family or community member (not the parent) caring for a child under a care plan supported by the state/territory child protection authority

Evidence may be required from the customer to support these exemptions.

See the Resources page for links to Services Australia website:

• Mutual obligation requirements and exemptions for principal carers
• What the Financial Information Service is
• Information in your language

Go to Step 2.

If the job seeker is:

• Eligible for a long term, or automatic exemption from mutual obligation requirements, go to Step 3
• Fully meeting their mutual obligation requirements through work or study, go to Step 4
• Not fully meeting their requirements or eligible for a short term exemption, go to Step 5

Exemptions from mutual obligation requirements for job seekers who are the principal carer of a dependent child vary according to the type of payment they receive and the age of the youngest child.

If it is deemed appropriate, code an exemption from Mutual obligation requirements for principal carers.

A principal carer granted an exemption (16 weeks +) is required to register as a Job Seeker Registration only (JSRO)/No Remote Referral Required (NRRR). Connection to an Employment Services Provider is not compulsory unless they volunteer for employment services.

Go to Step 6.

If the job seeker is currently fully meeting their mutual obligation requirements, they will be Centrelink managed and required to negotiate a compulsory Job Plan with Services Australia.

Go to Process Direct:

• Select Customer Summary from the Process Direct landing page
• Enter the customer's CRN, select Go
• In the customer's record, go to the Activity and Exemption Summary (AEX) screen

Update the appropriate AEX screen to reflect the job seeker's current activity with a maximum of 52 weeks with:

• PTW for customers fully satisfying using paid work (Centrelink or provider approved)
• SEL for customers fully satisfying using self-employment
• PFT for customers fully satisfying using approved study
• DFR for customers fully satisfying using Defence Force Reserves Service
• SPW for customers fully satisfying using a combination of study and paid work
• SSE for customers fully satisfying using a combination of study and self-employment
• PWS for customers fully satisfying using a combination of Paid Work and Self-Employment
• VWK for customers fully satisfying using voluntary work (Centrelink or provider approved)
• VPE for customers fully satisfying using a combination of paid work and voluntary work (Centrelink or provider approved)
• The combination of VWK and SEL can be coded on the AEX screen

Voluntary work as an approved activity

Customers 55 years of age or over can use voluntary work or a combination of voluntary work and other paid employment to satisfy requirements.

Any voluntary work activity or combination involving voluntary work for customers aged 55 years or under, the Employment Services Provider needs to approve.

Note: principal carers under 55 years of age doing approved voluntary work activity of at least 30 hours per fortnight, which is only approved by the provider, may be suspended or exited from employment services by the Department of Employment and Workplace Relations (DEWR). These job seekers will become Centrelink managed and require a Centrelink Job Plan to be negotiated.

If the AEX activity is selected for QMA, the system will not be able to auto populate with the correct Job Plan until the AEX QMA is completed.

The following standalone or combination activities can only be approved by a provider. The relevant activity code will automatically be recorded on the AEX screen of the job seeker’s record.

• PVW - approved voluntary work for at least 30 hours per fortnight
• PVS - approved voluntary work and study (combined) for at least 30 hours per fortnight
• PSV - approved voluntary work, study and paid work (combined) for at least 30 hours per fortnight
• PVP - approved voluntary work and paid work (combined) for at least 30 hours per fortnight
• PSW - for Workforce Australia job seekers participating in a combination of study and paid work (as least 70 hours per fortnight)
• PPW - participating in a combination of study and paid work (at least 30 hours per fortnight)

Has the activity been approved by Services Australia?

• Yes, go to Step 6
• No, go to Step 9

The customer is required to be registered as a Fully Eligible Participant (FEP) job seeker. This may have been actioned before this interview. Check before proceeding with the next steps.

Make sure the customer's AEX screen displays the current activity of Job Search (JSE) and remove any other code as necessary. The provider will negotiate the Job Plan and appropriate activities for the customer.

To view the AEX screen in Process Direct:

• Select Customer Summary from the Process Direct Landing page
• Enter the customer's CRN, select Go
• Go to the AEX screen
• If the customer has a current 'Full-time student' (FTS) code on their AEX screen from a previous student payment assessment and coding, this must be removed via the Newstart Education Status (NES) screen

To update the NES screen in Process Direct:

• Go to the NES screen
• Select Add
• On the Create Education Status screen, enter:
• Start Date: code the date the customer's mutual obligations requirements commenced (the latter of their youngest child's 6th birthday or the day after they ceased study)
• Student Status: select NST - Not a Student
• Education Level Attained: select appropriate level
• Select Save
• Complete the relevant fields, select Save
• Complete the Receipt Date and Channel fields, select Save
• Select Assess and address any errors/warnings
• Finalise the transaction by selecting Assess again, then select Finish. Record details of the update on the Finalise screen
• Select Finalise to complete the transaction

This will automatically end date the FTS code on the AEX screen.

Go to Step 7.

All principal carers meeting their mutual obligation requirements or have an exemption (16 weeks+) must be registered as a job seeker before negotiating a Job Plan (if applicable). Customers can volunteer to be referred to an Employment Service Provider but will need to be registered as FEP.

Does the customer wish to volunteer to be referred to an Employment Service Provider?

• Yes, go to Step 7
• No, go to Step 8

In the customer's record, select > Participation Summary > Job seeker registration > Start job seeker registration

• Select 'No' to the 'Set job seeker register to no provider referral required?' if presented > Next
• Update details on the Principal Carer screen
• Select Next > 'Yes' to 'Do you wish to conduct a Job Seeker Snapshot for this customer?'
• Select the link to open Job Seeker Snapshot
• The Job Seeker Snapshot will determine whether the customer can be referred directly to an employment service provider or whether an Employment Services Assessment (ESAt) is required. If the customer is referred for an ESAt, the ESAt assessor will determine the most suitable employment service for the customer
• Close Job Seeker Snapshot after completion was successful to return back to Process Direct
• Select 'Yes' or 'No' to 'Have you successfully completed Job Seeker Snapshot in DEWR system? > Next
• Job Seeker Snapshot Result screen will identify beneficial assistance and/or program referrals
• Select 'Yes' or 'No' to 'Office use Question Only' section > Submit
• Referral Determination will display Messages with the required appointment to be booked
• If referral is Workforce Australian Online, select Finish. Procedure ends here
• If referral is for an Employment Service Provider, select Next
• To book an appointment with a provider, see Online Diary

Go to Step 10.

The customer does not have to complete the Job Seeker Snapshot, see Eligibility and registration as a Job Seeker Registration Only (JSRO)/No Remote Referral required (NRRR) job seeker.

Go to Process Direct:

• Select Customer Summary from the Process Direct landing page
• Key the customer's CRN, select Go
• In the customer's record select > Participation Summary > Job seeker registration > Start job seeker registration
• Select 'PCP Meeting Requirements' or 'PCP with longer term exemption' to 'Set Job Seeker Registration as No Provider Referral Required?
• Select Next
• Update details to the Principal Carer screen
• Select Next > 'No' to 'Do you wish to conduct a Job Seeker Snapshot for this customer?' > Next > OK as 'Participation Interview has now been completed' will display
• Registration type will appear as Job Seeker Registration Only or No Remote Referral Required. Note: if the customer is currently registered as a job seeker do not run the workflow

Go to Step 9.

To negotiate a Job Plan with the job seeker, see Negotiating Centrelink Managed Job Plans.

Customers with an exemption from their mutual obligations do not require a Job Plan.

• Go to Participation Summary > Job Plan > Negotiate Job Plan
• If Negotiate Job Plan is protected, select End Plan > Volunteer decides not to participate > Confirm. Negotiate Job Plan will now be available to select

Go to Step 10.

Based on the information collected in the interview, review the Reporting Regime Details (RPRD) screen and advise the customer their next reporting due date and frequency.

Provide customers with Self Service reporting information and register them to these services if possible. See Self Service Access Facility (SSAF) for reporting employment income, participation and change of circumstance details.

If the customer will be reporting in person or in writing and is unable to use self service reporting, discuss whether a change in payday may make it easier for them to attend on a particular day, and give them the option to change either now or in the future. Tell the customer they may discuss their needs with the agency at any time.

Go to Step 11.

Tell the customer their obligations in relation to finding and accepting suitable child care, being clear that approved child care is considered to be suitable, and must be accepted if available. If approved child care is not available, it is up to the customer to determine whether other child care options are suitable. Consider using the Child Care Availability System to help the customer locate child care services. Discuss Child Care Subsidy (CCS) and Additional Child Care Subsidy (ACCS).

Discuss additional allowances, Pension Education Supplement (PES) and Education Entry Payment (EdEP) for full-time study.

If customer:

• has an exemption, advise they will need to complete an online task or will receive a letter requesting them to contact 28 days from the expiry of exemption for those not signed up for self-service. Remote customers are required to attend an appointment to review their circumstances
• is fully meeting their requirements, advise the customer they will receive a letter requesting to contact 28 days from the expiry of the activity

Explain the compliance framework, and the possible penalties which can be applied. See Mutual obligation failures under the Targeted Compliance Framework and Targeted Compliance Framework.

Go to Step 12.

Launch the Service Profiling Update workflow directly from the booked relevant appointment by selecting the Execute button in Customer First.

Complete the questions and finalise the workflow. If this is not 'COM'pleted, errors will be experienced in processing the rest of the Service Component.

This will automatically update the status of the Service Component to 'COM' (completed) and update the appointment status to Completed. Note: when the Service Component is completed, it cannot be restarted.

Document all the interview information using the Fast Note - select Auto Text, use Parents > Updates > PPS Compulsory Interview.

If the customer fails to attend the appointment, suspend their payment FAI - Failed to attend interview.

Finalise the appointment

In Customer First:

• from Quick Links, select Appointments > Book and Manage Appointments
• Select and highlight the appointment details
• Select Did Not Attend > Finish

For more information, see Complete and finalise appointment in the Centrelink Appointment System.

Suspend Parenting Payment (PP)

Consider whether to suspend payment, taking into account:

• the existence and type of any vulnerability and its impact on the customer's capacity to comply
• any recent events (as documented) that may impact on the customers capacity to comply, or
• any other known factors that may indicate customer was unable to comply, or had a reasonable excuse for not doing so

Will customer's payment be suspended?

• Yes, go to Step 2
• No, Service Officers must clearly document the reasons for not suspending the payment on the customer's record. Procedure ends here

In Customer First:

• code the suspension in the PEN system:
• go to Benefit Action (BA) screen, update the following fields:
• Service Reason: PPS
• Action: Suspend
• Reason: FAI - Fail to attend Interview
• Effect Date: enter the date the customer failed to attend appointment
• Source: select relevant source
• Receipt Date: date the information was recorded
• select Submit Change and go to the Assessment Results (AR) screen and Finalise the activity

Create a closed DOC

• use Fast Note - select Auto Text, use Generic > SUS/CAN/RES > Suspend Cancel Reason
• once the text has been confirmed, update all the fields in the text. Include the following:
• Reason for Suspension: Failed to attend appointment on <date>. Attempts to contact the customer were made at <time> and <time>
• Requirements for customer to have their payment restored: Service Officer needs to book a Compulsory Participation Interview - Parenting Payment Single (PPS) appointment for customer to attend
• Complete the Fast Note