Enquiries and release of information to Employment Services Providers 001-02070020

Item

Description

1

General guidelines for sending information to third parties

As a general guideline, only release the minimum necessary relevant information.

If releasing information in the form of screen dumps/printouts, keep in mind that not all of the information on the screen dump will be relevant to the request. If sending out screen dumps, ensure that all information except the customer's name and the assessment outcomes is blanked out. There should be no reason why other information about the customer is automatically sent to the Employment Services Provider, including date of birth, address, Job Seeker ID number, and benefit/payment status.

When faxing information, ensure that the following essential procedures are followed in all cases. This includes:

• Carefully checking the fax number to ensure it is correct
• Checking the transmission report to ensure arrival of the fax at the intended destination
• Using the current official Services Australia fax template. A link to the template is listed above this table
• Providing a contact phone number to which misdirected faxes can be reported
• When completing the fax template, include the sending officer's full name, office, and full contact phone number

2

More detail about the reason why a penalty was not imposed on a job seeker

This information can be provided as it will help providers determine whether the job seeker is meeting their mutual obligation requirements and will give the provider a better picture of how to deal with the job seeker in the future. This may also help to reduce the number of inappropriate participation reports recorded for the individual job seeker and/or improve the quality of those reports.

3

Detail of a job seeker's current requirements (for example work, study) in order for providers to determine if a participation report should be lodged

This information can be provided as it will help providers determine whether it is appropriate to record a participation report for the job seeker. If it became apparent that the job seeker failed to attend an appointment because of casual work or some other recorded activity, the provider would make better judgements about the appropriateness of recording a participation report.

4

Detail about a job seeker's location or contact details to determine if interview notices from the provider have been issued appropriately

This information can be provided. While address information is exchanged via IT systems, it is possible that the provider has been notified of a temporary change of address that the job seeker has not disclosed or simply that the provider believes there may be something wrong with the address information they have (or that Services Australia has).

5

Details of work declared, hours worked and income earned to ensure job seeker is correctly declaring income to Services Australia

This information can be provided as providers also have responsibilities to ensure that Services Australia is aware of the job seeker's employment and earnings and they may want to check if the job seeker is correctly declaring earnings. The time spent in casual work will also affect the requirements placed on the individual by their provider.

6

Further detail about assessment that led to referral to service provider

Providers may want some additional information about the assessment that led to the job seeker's referral to their service. They may also request additional information about disclosed medical conditions and medical assessment in order to better assist the individual into work.

The job seeker's express permission is no longer required for this information to be released to relevant service providers; however, impairment rating information is to be removed from assessment reports before released.

Note: service providers with access to the Department of Employment and Workplace Relations (DEWR) Employment Services System (ESS), will be able to view some parts of the ESAt/JCA report electronically. However, they do not have access to medical information which is provided by the Assessor specifically for Services Australia to make an income support decision and is, therefore, not appropriate for the providers to view.

7

Release of updated customer contact details pertinent to Assessment Services appointments

If a change of address is updated on the customer's Services Australia record, the details passed to Assessment Services with the initial referral remain unchanged, and Assessment Services will not be able to see this new information on their system.

Manual liaison (normally by telephone) with Assessment Services may be necessary where a significant change has occurred in the customer's circumstance which may require the Assessor to make contact with the customer, e.g. to rebook their initial appointment, or alternatively where the appointment is no longer required. For example:

• change of contact details - address, telephone number
• customer hospitalised
• claim withdrawn
• payment cancelled - customer returned to work

Note: Services Australia staff should use discretion when determining whether a new circumstance is relevant to a current ESAt/JCA referral.

8

Customer Reference Number (CRN)

This information can be provided 'on request' to providers. Release of this information does not require the customer's express permission.

9

Outcomes (recommendations) from a current and valid assessment report

Providers with access to DEWR Employment Services System (ESS), will be able to view some parts of the Employment Services Assessment (ESAt)/Job Capacity Assessment (JCA) report electronically. However, they do not have access to medical information which is provided by the Assessor specifically for Services Australia to make an income support decision and is, therefore, not appropriate for the Employment Services Provider to view.

Where a customer has been referred by Services Australia to a provider as a result of an ESAt/JCA, and the provider does not have access to the ESS, a copy of the ESAt/JCA report should be made available. Note: information pertaining to impairment rating must be removed from this report.

Information included in current and valid assessments, may now be released to the service provider without the customer's express permission, however, impairment ratings cannot be released.