Participation Interview 001-03020100

Before starting the Participation Interview, staff must:

• finalise any outstanding reporting statements
• discuss the benefits of a voiceprint. See Voiceprints for phone self-service and the Resources page for more information

Refer to Job seeker online claim appointment for instructions on making attempts to contact the customer.

Correspondence nominees:

• can submit an online claim on behalf of the customer
• cannot complete the Participation interview on behalf of the customer
• can attend the interview with the customer. For more information, see Obligations of nominees

In exceptional circumstances, a customer may not be able to complete the interview. This could be due to a speech impediment or other medical incapacity. In these cases, use discretion to allow the nominee to complete the interview on the customer's behalf.

If completing the Participation Interview based on receipt of a paper claim, carefully check for the lodgement of an off-line Job Seeker Snapshot form. This would be scanned to documents to replace the Participation Interview for a customer.

Some customers, due to exceptional circumstances, such as being in a rehabilitation centre:

• may not be able to be contacted, and
• have had their claim and Job Seeker Snapshot completed by a Community Engagement Officer. Evidence of this would likely be present in a document

Once any outstanding actions are completed, go to Step 2.

The Participation Interview must be run through the claim transaction to code a RapidConnect determination. This includes where the claim has already been granted and the customer's status is CZR-API.

If the JSP claim has a status of Lodged, check the Transactions tile in Process Direct for a Future Dated Benefit Cancellation activity. This activity must be completed to change the JSP claim status and allow the Participation Interview to be run.

Note: the Future Dated Benefit Cancellation (ZCOC activity) is identified by keywords STU2JSP and ZYASZJSP.

To decide which transaction is the claim:

• access the claim submission DOC, and
• view the claim ID on the Document List (DL) screen

To access the claim:

• load the customer's record via Customer Summary in Process Direct
• select the Transactions tile, then select All Transactions
• locate the claim and select the ID number to enter the claim

Before commencing the Participation Interview, access the claim transaction. Select the:

• Transactions tile and locate the Claim ID, or
• Receipt ID Hyperlink in the Appointment

In the claim transaction:

• select > Participation Interview to display the Job Seeker Registration page
• if the job seeker has already completed the Job Seeker Snapshot online, a message will display on the first page:
• Before proceeding, select the Job Seeker Snapshot button to view the online Job Seeker Snapshot responses
• Otherwise, the workflow will bypass the Job Seeker Registration and Job Seeker Snapshot pages and go straight to the Results screen
• to proceed, select Start Job Seeker Registration
• complete the looking for work details. Some information may pre-populate based on known information about the customer (for example, country of birth)
• select Next to continue:
• If the customer is not already registered as a job seeker, a message will display to confirm creation of a Jobseeker ID
• select OK to proceed with the interview

Is the customer in a special category?

If the customer is:

• responsible for children in their care, go to Step 5
• a Community Development Program (CDP) job seeker, see Table 2
• aged:
• under 22, go to Step 9
• over 22 however, under 55 year of age, see Table 2
• 55+ and fully meeting requirements through an approved activity, go to Step 8
• eligible for the Sunset Widow Allowance (SWA) exemption from mutual obligation requirements, go to Step 10

Does the customer have 4 or more children in their care?

• Yes, they will be auto determined as Job Seeker Registration Only, go to Step 8
• No, go to Step 6

The JSR will present the following questions to customers who are identified from the online claim as being principal carers of 3 or fewer children:

• Do you provide home schooling to your children?
• Are you a registered and active foster parent?
• Are your children undertaking distance education?
• Are you a non-parent kinship carer appointed under a Court Order or State/Territory care plan?

Does the customer answer yes to any of the above questions?

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

Is the customer participating in an activity that fully meets their part time Principal Carer participation requirements?

• Yes, go to Step 8
• No, and they are:
• under 22, go to Step 9
• over 22 however, under 55, they must be registered as Fully Eligible Participant, see Table 2

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

They may wish to complete a Job Seeker Snapshot to be referred to an Employment Services Provider or other additional assistance such as Skills for Education and Employment (SEE) or Adult Migrant English Program (AMEP).

Does the customer wish to volunteer for extra help?

• Yes, see Table 2
• No, procedure ends here

The customer is asked the following questions to help determine if they are a Vulnerable Youth (VY). See Eligibility and registration for employment assistance as a Vulnerable Youth (VY) or Vulnerable Youth (Student) (VY(S)).

• Are you currently working an average of 15 hours per week or more?
• Do you have at least one serious Non-vocational barrier?
• Are you a Full Time Student?
• Is the person a youth presenting in crisis?
• Are there other suitable local services available?

Note: if a customer under 22 years has completed the Job Seeker Snapshot, Service Officers must read the questions above and ensure they are understood correctly by the customer. Service Officers who identify the customer has not completed the online Job Seeker Snapshot correctly, must re-run it during the Participation Interview.

Women born on or before 1 July 1955, who have ceased to be a member of a couple since turning 40 and have no recent workforce experience may be eligible for the Sunset Widow Allowance (SWA) exemption from mutual obligation requirements.

The SWA exemption will be applied automatically for eligible customers when a claim is finalised. For circumstances where verification of the customer's circumstances is required, see Exempting a job seeker from mutual obligation requirements due to special circumstances.

When the online claim determines a customer is eligible for the SWA exemption, the Participation Interview will display the following message:

'You may be interested in receiving assistance to get suitable work or training now or in the future. Would you like to be referred to an Employment Services Provider now?'

• Yes, see Table 2
• No, advise the customer 'If your circumstances change and you would like to be referred to an Employment Services provider, please contact us.' The workflow will complete, bypassing the Job Seeker Snapshot and RapidConnect

On the Job Seeker Snapshot screen, the following question will be presented to Service Officers: Do you wish to conduct a Job Seeker Snapshot for this customer?

Service Officers must complete the Job Seeker Snapshot with the customer in all instances, with the following exceptions:

• There is currently a pending Job Seeker Snapshot on the record
• A Job Seeker Snapshot has already been completed since the customer submitted their claim, including the customer having completed it online
• The customer has a current referral to Disability Employment Service (DES)
• The customer lives in a Community Development Program (CDP) region
• The customer requires a job seeker registration type of Job Seeker Registration Only/No Remote Referral Required

Note: the exception reasons for not completing the Snapshot are system validated. If the validation requirements are not met, the Snapshot is required to be run with the customer.

Is a Job Seeker Snapshot required to be completed?

• Yes, select the link to launch the Job Seeker Snapshot. Go to Step 2
• No, select the appropriate reason for not conducting the Snapshot

Depending on the reason selected, the workflow may indicate one or more or the following are required:

• Employment Services Assessment, go to Step 4
• RapidConnect, go to Step 5
• Referrals, go to Step 6
• Online Diary, go to Step 9

Otherwise, the workflow will complete, and the procedure ends here.

On the Create Job Seeker Snapshot screen complete the following fields:

• How are you conducting this job seeker snapshot
• Where are you conducting this job seeker snapshot
• Snapshot request reason

Once completed, move on to the Privacy notification statement.

Service Officers must read the introductory privacy information word for word on the Privacy screen to the job seeker. Alternatively, Service Officers can use the Job Seeker Snapshot Privacy Automated Message available in Services Australia Workspace. To access this Automated Message go to Services Australia Workspace > Automated Messages > CLK_Jobseeker_Snapshot_Privacy.

Ensure the customer understands:

• Some of the questions are voluntary - these questions are identified by the Do not wish to answer option
• They must provide accurate information or answers that best represent their circumstances
• The more information they can provide will assist Services Australia to determine the appropriate level of assistance. Service Officers should actively encourage the disclosure of information while undertaking the interview
• The information provided is protected by the Privacy Act 1988
• All answers will be given to their Employment Services Provider

If the following are identified during the interview they must be reflected in the answers:

• Any personal behaviours or characteristics which may be barriers to the job seeker finding employment
• The job seeker's ability to speak and understand English and their ability to read and write English. This can be assessed through their verbal and written responses

Tell the job seeker that Specialist Officers may assist in clarifying their specific needs. If needed, this will be an additional interview and the requirements will be discussed at the end of the interview.

Proceed through the Job Seeker Snapshot by asking the questions on each page and recording the appropriate responses.

Do not make any assumptions about a customer's background or capabilities.

Every question must be asked. Select Next to go to the next screen of questions. A prompt is given at the end if any question is missed.

For more information, see Conducting a Job Seeker Snapshot interview.

Depending on the customer's responses, the Job Seeker Snapshot may indicate one or more or the following are required:

• Employment Services Assessment, go to Step 4
• RapidConnect, go to Step 5
• Referrals, go to Step 6
• Online Diary, go to Step 9

Depending on the answers the customer provides in the Job Seeker Snapshot, an ESAt may be required, see Job Seeker Snapshot Initiated Employment Services Assessment (ESAt) flags.

If a new Employment Service Assessment (ESAt) is flagged for a JobSeeker Payment (JSP)/Youth Allowance (YA) Provisional claim, do not make an ESAt referral whilst the Disability Support Pension (DSP) claim is undetermined. Defer the referral for 13 weeks. See Actioning a pending Job Seeker Snapshot initiated ESAt activity.

Where an ESAt is not required, go to Step 5.

Where an ESAt has been recommended, the appointment will be booked for the job seeker by a specialist team outside of the Participation Interview:

• In the Job Seeker Snapshot, on the ESAt confirmation page, under ESAt requested action, select Request New ESAt for the question Select whether you are requesting a new ESAt or JCA
• Once the Snapshot has been finalised, in Process Direct, select:
• Yes to the question Based on Job Seeker Snapshot responses in this interview, do you think this job seeker may require an ESAt/JCA? (Note: if staff override the recommended referral above, a reason must be provided), and
• No to the question Do you wish to book an ESAt appointment for the customer now?, with
• No suitable appointments available to the question Reason for not booking the ESAt appointment?
• If the ESAt has been flagged for medical reasons, discuss the requirement for medical evidence and the type of medical evidence to be provided within 14 days (for example, Verification of Medical Conditions form SU684). For more information, see Employment Services Assessment (ESAt) overview
• Select Finish to finalise the interview
• If a verbal request for medical evidence has been made, record the conversation in a DOC
• See Resources for screenshots of correct answers for requesting an ESAt
• Procedure ends here

Depending on a customer's circumstances they may be asked the following questions:

• 'Do you earn more than $< > gross per fortnight or does your partner earn more than $< > gross pay per fortnight?'
• 'Do you have assets (excluding the family home) valued over $ [single home owner rate] or [partnered home owner rate]?'
• 'Do you have assets valued over $ [single non-home owner rate] or [partnered non-home owner rate]?'
• 'Immediately before claiming, what were you doing?'
  This question will be prepopulated within the online claim where possible from responses to the question 'What were your circumstances prior to making this claim?'
• 'Have you ever worked?'
• 'Have you recently left studies?'
• 'Are you interested in an Australian Apprenticeship?'
• 'Which of the following are you currently undertaking?'
• Enter a manual exemption reason if appropriate

Complete all the questions in the table and select Submit.

Depending on the information provided during the Job Seeker Snapshot and RapidConnect, the customer may be identified as benefiting from a referral to other assistance and/or programs.

These may include:

• Workforce Australia Online for Individuals
• Workforce Australia Employment Services Provider
• Community Development Program (CDP)
• Workforce Australia - Transition To Work (TtW)
• Disability Employment Services (DES)
• Skills for Education and Employment (SEE)
• Adult Migrant English Program (AMEP)
• Social Worker

If the:

• job seeker is referred to the Workforce Australia Online, go to Step 7
• results indicate that RapidConnect appointment is required, go to Step 8
• the results indicate that an initial appointment is required, go to Step 9
• job seeker is not referred to the Workforce Australia Online and does not require a RapidConnect or an Initial Appointment, select Finish to finalise the interview and return to the Claim Application page to continue the claim assessment process. Procedure ends here

Where a customer has been automatically referred to the Workforce Australia Online, a message will be displayed advising that they have been referred to Workforce Australia Online along with a message to be read to the customer explaining their referral and requirements. Read this information to the customer, then select Next.

Select Finish to finalise the interview and return to the Claim Application screen to continue the claim assessment process.

Procedure ends here.

Note: in some circumstances job seekers who advise they have limited access to the internet and/or low levels of language, literacy, digital literacy may be referred to Workforce Australia Online. These job seekers can ask to be referred to face-to-face provider servicing, if they have concerns about participating in Workforce Australia Online. Services Australia does not play a role in this process. Where possible a job seeker should request a transfer to a provider via their Workforce Australia online account in myGov. Where a job seeker is unable to access and/or use Workforce Australia Online, advise them to contact the Digital Services Contact Centre and specifically request a transfer.

Select Next to access the Online Diary:

• Select the customer's chosen provider from the list displayed
• Select the date field from the appointment options displayed
• If required to book an appointment outside of the 2 day timeframe, select:
• a different date in the Select future date for more appointments field
• a service reason request
• More appointments
• Once an appointment has been selected, confirm the appointment details with the customer. Select Book and a confirmation will display at the bottom of the screen

For more information and resources about job seekers choosing a provider, see Selection or allocation of a Workforce Australia Employment Services Provider.

Refer to Processes for RapidConnect appointments for more information about booking RapidConnect appointments. Note: this file includes specific instruction about booking a RapidConnect appointment for job seekers in Community Development Program (CDP) regions.

Select Finish to finalise the interview and return to the Claim Application screen to continue the claim assessment process.

Procedure ends here.

Job seekers who require an appointment with Workforce Australia Employment Services Providers including, Disability Employment Services (DES), Workforce Australia - Transition to Work (TtW) and Community Development Program (CDP) providers have their appointment booked using the Online Diary.

The Online Diary will not feature in registration and referral workflows for job seekers selected for Workforce Australia Online. They will be automatically be connected to the online service and given instructions by the Department of Employment and Workplace Relations (DEWR) on how to participate and meet their mutual obligation requirements.

If a job seeker requires an appointment with an Employment Services Provider and refuses to attend, the claim is to be manually rejected with the rejection code JRC (Job seeker Registration cancelled).

Note: for referrals to Transition to Work (TtW), if no appointments display, extend the search by selecting Show Advance Search in the Online Diary to widen the customer's local area.

These referrals must be actioned outside of the Participation Interview.

Select Finish to finalise the interview.

A Participation Interview must be completed before finalising a new claim or re-indexed a rejected claim for a JSP or YA (job seeker) customer.

Service Officers must check if a Participation Interview was completed.

• For new claims, go to Step 2
• For reindex claims, go to Step 3
• For PP, Austudy or YA (student) to JSP transfers, go to Step 7

If the error E543NM - Participation Workflow has not been completed appears:

• check the JSK Online Claim Apt appointment in Process Direct
• if attended go to the Job Seeker RapidConnect (JMRC) screen to check if there is a RapidConnect determination

If the JSK Online Claim Appointment and Participation Interview:

• was attended and there is a RapidConnect determination, go to Step 4
• is not booked, go to Step 5
• is booked to be completed on a future date, go to Step 6

When a JSP or YA (job seeker) claim has been rejected:

• the RapidConnect determination changes to Income Support Rejected and
• a new RapidConnect determination is required

Service Officers, before completing the Participation Interview again:

• Check attendance at the JSK Online Claim Apt appointment in Process Direct
• If attended check the JMRC screen for a RapidConnect determination. This will confirm a Participation Interview has been completed

If the JSK Online Claim Appointment and Participation Interview has:

• been attended and there is a RapidConnect determination, go to Step 4
• not been completed, go to Step 5

The Participation Interview has been completed, but needs to be re-run because of the E543NM error.

Note: as the Job Seeker Snapshot was completed, answers should self-populate. There is no need to contact the customer. Get information to answer RapidConnect determination from the online or ACC claim. Only contact the customer if there is any doubt about the information.

• To re-run the Participation Interview, see Step 2 in Table 1
• Procedure ends here

The Participation Interview must be completed to clear the E543NM error before the claim can be finalised.

If the customer has lodged a paper claim (SU716 or SY001), check Scanned Documents for a Job Seeker Snapshot Offline form. Use this form and information from the claim to complete the Participation Interview.

If the customer has not lodged a paper claim or there is no Job Seeker Snapshot Offline form:

• send a pre-call notification SMS via Desktop Messaging. This must be sent prior to calling a customer if they have an SMS preference recorded. See Desktop (DEMC) Messages user guide
• call the customer to action the Participation Interview and assess the claim
• if the customer answers, do the Participation Interview, see Step 2 in Table 1
• if the customer does not answer the call:
  - book the earliest Jobseeker Online Claim Appointment type. The customer will be sent details of the appointment. See Job seeker online claim appointment
  - place the claim on hold until the day of the appointment
  - use hold reason Online Participation Workflow
• Procedure ends here

Where the appointment is booked for a future date, and a request for immediate priority processing:

• has not been made:
• put the claim on hold until the day of the appointment
• use hold reason Online Participation Workflow
• Procedure ends here
• has been made:
• send a pre-call notification SMS via Desktop Messaging. This must be sent prior to calling a customer if they have an SMS preference recorded. See Desktop (DEMC) Messages user guide
• call the customer to action the Participation Interview and assess the claim
• if the customer answers, on the Change Appointment screen, from the First Call drop down box, select Answered and run the Participation Interview, see Step 2 in Table 1

If the customer does not answer the call, place the claim on hold until the day of the appointment with hold reason Online Participation Workflow. Include information about the outbound call attempt in the immediate processing DOC, then close the DOC.

Procedure ends here.

If a JSP customer has a status of CZR-API on the Allowance/Benefit History (ABH) screen, check the JMRC screen for a RapidConnect determination. This will confirm the Participation Interview has been completed.

If there is no RapidConnect determination:

• Complete the Participation Interview within the completed claim transaction. See Step 2 in Table 1
• Once the Participation Interview has been completed, JSP status will update to CUR

Note: if the customer's start date is in the future, the status will remain CZR-API until the start date is reached.

If there is a RapidConnect determination:

• Code a refresh (RSH) activity on the Benefit Action (BA) screen from the start date of JSP. In some cases, a reassessment (REA) activity may be required
• If the record does not update to CUR after coding the BA screen, normal escalation procedures apply