Participation with Workforce Australia 001-02020010

Most job seekers are automatically referred to Workforce Australia Online for Individuals during their Participation Interview with selection and referral being undertaken by the Department of Employment and Workplace Relations.

Selected job seekers do not require a referral to a provider, but instead manage their obligations through Workforce Australia Online.

The outcome of a Job Seeker Snapshot, or an Employment Services Assessment (ESAt) if conducted, will determine the level of service the job seeker will receive from Workforce Australia.

Job seekers who live in a Department of Employment and Workplace Relations designated remote area, are referred to a CDP provider. Workforce Australia Employment Services Providers are not available to job seekers in these areas.

Workforce Australia Online Services

The role of Services Australia in online employment servicing is to explain to the job seeker that they:

• have been selected for the Workforce Australia Online services and are required to register with the Workforce Australia website via myGov
• must agree to a Job Plan online
• will not be required to attend face to face appointments with a provider

Workforce Australia provider services - including Transition to Work

Where a job seeker is eligible for Workforce Australia provider services, Services Australia will:

• refer the job seeker to an initial appointment with a Workforce Australia provider
• advise the job seeker they are required to attend ongoing appointments with a provider
• advise the job seeker that they must agree to a Job Plan

Job seeker contacting Services Australia regarding employment services

Job seekers who contact Services Australia about their participation in employment services (either online or with a provider) should be referred to the Department of Employment and Workplace Relations or their provider for queries relating to:

• issues accessing the Workforce Australia website
• completing the Career Profile (also known as your Profile)
• agreeing to or negotiating a Job Plan
• a breakdown of relationship with a Workforce Australia provider
• requesting a provider transfer, including a transfer from online services to a provider
• provider closures
• Communication (SMS, emails, inbox messages) sent to the job seeker by either the Department of Employment and Workplace Relations or their provider

There are 3 categories of job seeker registration:

• Fully Eligible Participant (FEP): these job seekers are eligible for all employment services assistance. Most will be automatically referred to Workforce Australia Online for Individuals, or they may require a referral to a provider
• Volunteer job seekers, can be referred to Workforce Australia Online. Access to the online service is not time limited
• Job Seeker Registration Only (JSRO) customers are registered as job seekers to access other programs and services and do not require a referral to Workforce Australia

In addition, there are a number of job seeker registration flags:

• Vulnerable Youth (VY)
• Vulnerable Youth (Student) (VY(S))
• Structural Adjustment Programmes

The Job Seeker Snapshot or Employment Services Assessment (ESAt) will also determine the level of service offered to fully eligible job seekers.

Workforce Australia offers 2 levels of service, to meet the needs of job seekers according to their job readiness or barriers to employment.

• Workforce Australia Online for Individuals for the most job ready customers. Job seekers will have immediate access Workforce Australia Online for assistance with the preparation of a resume and will be advised about local labour market opportunities, job search methods and provided with access to job search facilities
• Workforce Australia Employment Services Provider for job seekers with moderate to severe barriers to employment

Services Australia is responsible for updating the Job Seeker Snapshot at any time a job seeker advises a change in circumstance that may impact on the service provided by Workforce Australia.

The provider is responsible for providing a tailored service in accordance with the job seekers level of service. They may also consider early entry for the job seeker into the Work for the Dole Phase.

Note: in some circumstances, historical coding of an Approved Overseas Absence (AOA) exemption or a Full Time Study (FTS) activity will prevent a provider from commencing a job seeker in employment services.

If the agency is approached by Workforce Australia (via Participation Solutions) or directly by the customer regarding this issue, it should be escalated to the ICT Service Desk for resolution via the relevant mySupport Webform.

If this issue is payment affecting, and meets the ICT Service Desk Escalation Criteria, contact the ICT Service Desk directly for assistance.

Providers are responsible for:

• explaining mutual obligation requirements to the job seeker as well as their rights
• conducting an initial interview and scheduling ongoing regular contacts with the job seeker, with the exception of job seekers participating in the online services
• assisting job seekers to prepare a resume and load the completed resume onto the Workforce Australia account
• canvassing job employers have available in the local labour market
• referring job seekers to job vacancies
• providing advice about the best ways to look for and find work, and local, regional or national employment opportunities
• negotiating and maintaining the job seeker's Job Plan
• determining the appropriate number of Job Searches a job seeker is required to undertake per month and specifying this in the job seeker's Job Plan
• providing ongoing training and development to meet the skills and training needs of the job seeker
• negotiating mutual obligation requirements to be undertaken by the job seeker
• assessing and identifying appropriate interventions for job seekers with non-vocational barriers to employment
• updating job seekers information in the Job Seeker Snapshot if there is a change of circumstances
• providing self-help facilities that enable a job seeker to:
• undertake active and ongoing job searching
• access to suitable vacancies
• obtain assistance, as required, to apply for jobs
• obtain information about skill shortage areas

Service Officers are able to view details of participation related information recorded by the provider in the Department of Employment and Workplace Relations system via the Provider recorded information workflow.