Voluntary work as an approved activity 001-09070060

An Employment Service Provider can approve an eligible job seeker who is fully meeting their mutual obligation requirements, in a standalone or combination approved voluntary work activity, if all the following criteria are met:

• PVW (Principal carer under 55 voluntary work - provider only)
• a principal carer
• under 55 years of age
• participating in approved voluntary work for at least 30 hours per fortnight
• PVS (Principal carer under 55 voluntary work & study - provider only)
• a principal carer
• under 55 years of age
• participating in a combination of approved voluntary work and study for at least 30 hours per fortnight
• PSV (Principal carer under 55 voluntary work, study & paid work - provider only)
• a principal carer
• under 55 years of age
• participating in a combination of approved voluntary work, study and paid work for at least 30 hours per fortnight
• PVP (Principal carer under 55 voluntary work & paid work - provider only)
• a principal carer
• under 55 years of age
• participating in a combination of approved voluntary work and paid work for at least 30 hours per fortnight
• VWK (Voluntary Work)
• aged 60 years or more, or aged 55-59 years and have been in receipt of income support for at least 12 months
• participating in approved voluntary work for at least 30 hours per fortnight
• VPE (Voluntary & Paid Work)
• over 55 years of age
• participating in a combination of approved voluntary work and paid work for at least 30 hours per fortnight
  Note: for job seekers aged 55-59 who have not been in receipt of an income support payment for 12 months, at least 15 hours per fortnight must be paid work to fully meet the requirements.

Department of Employment and Workplace Relations (DEWR) will advise Services Australia of the details of the voluntary work activity that has been approved by the provider. This includes details of the Voluntary Work Organisation the job seeker is undertaking the activity with. These details will be recorded on the job seeker's record:

• The relevant activity code, start and end dates on the Activity and Exemption Summary (AEX) screen
• Voluntary Work Organisation details on the Voluntary Work Organisation Details (VWDET) screen in Process Direct
• who the activity was approved by on the Source field on the AEX screen:
• Manual: Centrelink approved
• Provider Vol Work Update: Provider approved

If the job seeker is either suspended or exited from employment services due to fully meeting their requirements by undertaking the voluntary work activity, the job seeker will become Centrelink managed and require a Centrelink Job Plan to be negotiated. The Job Plan work item (WAP/MFU with keyword WAPFMRP) will be generated and allocated to a suitably skilled Service Officer to action.

Note: job seekers participating in one of the provider approved activities (PVW/PVS/PSV/PVP), will not be included in the Post Activity Review process. They will be referred to employment services once the voluntary work activity has ceased and/or a change of circumstances has occurred.

If the provider contacts Services Australia to advise the job seeker is no longer volunteering, see Step 5 in Table 2.

Has the provider approved voluntary work?

• Yes, go to Step 9
• No, go to Step 2

Is the job seeker proposing to participate in voluntary work (or a combination of voluntary work and paid employment for at least 30 hours per fortnight) that fully meets their mutual obligation requirements?

• Yes, go to Step 3
• No, the job seeker may need a referral to an Employment Services Provider if they are not already connected. Providers are responsible for negotiating and maintaining the Job Plan for provider managed job seekers. If Centrelink managed, the job seeker either needs to select a complementary activity to supplement the hours (e.g. part-time work or self-employment) or choose another activity to meet their requirements. If voluntary work is not approved, DOC the job seeker's record with the reason it was not approved. Make sure the job seeker is verbally told of the decision:
• If no supplementary activity is chosen, their current activity type will remain. Procedure ends here
• If a new activity is chosen, follow the procedure for that approved activity. Procedure ends here

A job seeker must prove they are doing voluntary work using the Verification of Voluntary Work (SU462) form. This form must be completed by both the job seeker and the organisation where the job seeker is volunteering.

Note: if the job seeker has multiple organisations to meet the 30 hours rule, a separate SU462 is required for each organisation/location.

Has the job seeker and organisation completed all fields on the SU462?

• Yes, go to Step 4
• No:
• Record a DOC on the job seeker's record with outcome
• Procedure ends here
• Note: if the organisation has not been approved and/or participation has not been verified, tell the job seeker they can volunteer with the organisation, but the voluntary work will not contribute to their mutual obligation requirements until approval occurs

Has the Voluntary Work Organisation declared that they meet all the criteria?

• Yes, go to Step 5
• No:
• tell the job seeker the outcome and explain the reasons why the Voluntary Work Organisation does not meet the approval criteria
• the job seeker must inform the organisation who completed the SU462 of the outcome
• voluntary work cannot be coded as an approved activity
• record the reason it was not approved on a DOC
• procedure ends here

To be an approved activity, voluntary work must:

• occur without payment, other than for out-of-pocket expenses
• have a community focus
• not be undertaken in the job seeker's own home
• not primarily promote a particular religious or political view
• not involve working for the job seeker's (or a family member's) own organisation
• not involve violence towards people or damage to property
• not undertake tasks which would normally be done by a paid employee, including a casual or part-time paid employee
• not reduce hours usually worked by a paid employee or reduce overtime of an existing worker

When assessing voluntary work as an approved activity for job seekers aged 55 and over, the above points must be considered, as well as whether the organisation is (or can be) approved for voluntary work.

Note: if the job seeker must attend a 'base' or like place and is participating in a work-like activity for the duration of their time on call, these hours may count towards their voluntary work hours.

If the job seeker is going about their daily life, without participating in any work-like activity while on call, these hours cannot be counted towards their voluntary work hours.

If the voluntary work placement is not approved, the job seeker's record should include a DOC to advise why the voluntary work activity has not been approved. Make sure the job seeker is verbally told of the decision and tell the job seeker they must inform their Voluntary Work Organisation of the outcome.

Can the voluntary work activity be approved?

• Yes, go to Step 6
• No, procedure ends here

If approving the voluntary work activity, Service Officers need to:

• select Voluntary Work Activities from the Task Selector in Process Direct:
• the workflow mandates the coding on the Activity and Exemption Summary (AEX) and Voluntary Work Organisation Details (VWDET) screens to be completed within the one activity
• the AEX screen will display

Code the AEX screen with the required approved activity, start and end date

• code the Activity type: 'VWK' (voluntary work) or 'VPE' (voluntary and paid work combined). If the job seeker is doing a combination of voluntary work and self-employment, use both codes 'SEL' and 'VWK'
• code the activity start date. If the job seeker is:
• commencing voluntary work, or a combination of voluntary work and part-time work or self-employment, refer to the completed Verification of voluntary work (SU462) form. Record the start date verified by the Voluntary Work Organisation
• extending their approved voluntary work activity, confirm the verified start date of the new voluntary work period on the Verification of voluntary work (SU462) form
• if the previous period coded on the AEX screen:
• has expired without a break in participation, record the start date as the previous VWK/VPE activity end date + 1 day
• has expired less than 14 days ago, record the start date as the previous VWK/VPE activity end date + 1 day
• has expired more than 14 days ago, record the start date from the commencement of the new VWK/VPE activity
• overlaps and is due to expire within 14 days, record the start date from the current VWK/VPE end date + 1 day
• overlaps and is due to expire more than 14 days in the future, hold the work item until the activity end date or advise the job seeker to resubmit their Verification of voluntary work (SU462) form within 2 weeks of the expiry of the current voluntary work activity
• code the activity end date recorded on the Verification of voluntary work (SU462) form:
• the activity period recorded on the AEX screen must not exceed 363 days in duration

Code the Voluntary Work Organisation Details (VWDET) screen

Add all the following mandatory details of the organisation provided on the SU462 form:

• Name of the Voluntary Work Organisation
• Voluntary Work Organisation ABN
• the ABN field requires 11 digits. If the Australia Business Number (ABN) is not visible or correct on the SU462 form, the Service Officer must contact the Voluntary Work Organisation to get the ABN. The Service Officer will not be able to finalise the workflow without an active and valid ABN recorded on the system. The error 'Invalid ABN' will display
• if unclear, use online government resources like the Australian Business Register's ABN Lookup service. The Resources page has a link
• Address of the Voluntary Work Organisation
• Hours per fortnight of voluntary work being undertaken
• Start and end dates will pre-populate if the AEX screen is completed in the first instance

After coding the Activity and Exemption (AEX) and Voluntary Work Organisation Details (VWDET) screens, do not attempt to negotiate a new Job Plan until the job seeker's record changes to Centrelink managed.

Quality Management Application (QMA) check

If the AEX activity coding is subject to a QMA check:

• the system will not auto-populate the Job Plan until the Quality Management Officers (QMO) check is completed
• Service Centre staff, see Team Leader for local escalation process to request an urgent QMA
• Smart Centre staff, see Urgent QMA process for Smart Centre, Labour Hire and Service Delivery Partners

Go to Step 7.

Determine if a new Job Plan is required:

Do not update the Job Plan if the job seeker is a DES participant in Post Placement Support. For Disability Employment Services (DES) provider managed job seekers, go to Step 8.

• Refer to the Action Items listed in the Key Information tab of the Participation Summary screen within Process Direct. A new Job Plan must be negotiated every 12 months (363 days) if the voluntary work is continuing and when voluntary work is initially approved
• If the updates will make the job seeker Centrelink managed, the Service Officer does not need to contact the Employment Services Provider to tell them of the changes to the Job Plan
• Close any Digital Image Work items associated with the voluntary work activity. See Viewing Centrelink customers' digital images

Smart Centre Service Officers who are suitably skilled may negotiate activities with the job seeker over the phone. For assistance, see Step 1 in Table 2 in Negotiating Centrelink Managed Job Plans.

Tell the job seeker:

• they fully meet their mutual obligation requirements as they are doing an approved activity
• they will be exited from employment services if the activity will continue for 13 weeks or longer (under 13 weeks the job seeker will be suspended from employment services)
• they must tell Services Australia of any changes about their participation in an approved activity at their next reporting date
• any changes may affect their mutual obligation requirements

Is the job seeker due to report?

• Yes, go to Step 10
• No, procedure ends here

Record the corresponding activities and dates on the Activity and Exemption Summary (AEX) screen, 'VWK' (voluntary work) or 'VPE' (voluntary and paid work combined). If the job seeker is doing a combination of voluntary work and self-employment, use both codes 'SEL' and 'VWK'. For coding instructions, go to Step 6.

Do not update the Job Plan if the job seeker is a Disability Employment Services (DES) participant, unless the job seeker has been suspended or exited from DES as notified by Department of Workplace Relations (DEWR).

The DES provider will act on the coding of the activity on the AEX screen and will contact the job seeker to discuss whether the job seeker will keep participating in DES or not. If the job seeker continues in DES, the provider will update the Job Plan with the voluntary work activity.

The approved Voluntary Work Organisation details will automatically be recorded on the Voluntary Work Organisation Details (VWDET) screen on the job seeker's record.

These job seekers will:

• now display as Centrelink managed
• require a Centrelink Job Plan to be negotiated

Once DEWR have advised of the voluntary work details, a work item will be allocated to a suitably skilled Service Officer to action.

Service Officers must:

• contact the job seeker to discuss what it means for them to be Centrelink managed, including:
• requirements to negotiate a Job Plan. If required, see Negotiating Centrelink Managed Job Plans
• their ongoing obligation to report fortnightly to advise if they still meet their voluntary work activity
• Note: do not discuss the specifics around the provider approved activity. The SU462 form is not required as the provider approved this activity

Does the job seeker have any outstanding reports to complete?

• Yes, go to Step 10
• No, procedure ends here

Promote the use of self-service to report and update employment income paid and assist eligible job seekers to register and navigate the tool. If required, see Accessing and using Centrelink self service.

Otherwise, run the Earnings and Reporting workflow.

For job seekers receiving family assistance:

• check their annual income estimate is reasonable, and
• ask for a revised estimate if they have VPE (voluntary and paid work combined) as an approved activity to meet their requirements

Has the job seeker met their requirements?

• Yes:
• complete the workflow and then process the report
• discuss self service reporting for future reports
• procedure ends here
• No, see Table 2

Reasonable excuses

The only excuses accepted as reasonable are:

• job seeker ill or injured
• sick children
• a cancelled shift
• short term reduction in hours due to public holiday (e.g. Easter, Christmas)
• pupil-free day(s)/school holiday
• no longer undertaking activity
• other

A reasonable excuse is only acceptable where there is an expectation that volunteering hours will return to normal in the next fortnight.

Does the job seeker have a reasonable excuse for not meeting their voluntary work activity?

• Yes, go to Step 2
• No, go to Step 4

Is this the third consecutive reasonable excuse?

• Yes, the job seeker can no longer meet their mutual obligation requirements with voluntary work, go to Step 4
• No, go to Step 3

If this is the first or second consecutive reasonable excuse, the Service Officer should code the reason in the Earnings and Reporting workflow and process the job seeker's payment as usual. Payment will not be affected.

If they are a mature age 55+ job seeker and had previously been placed on variable reporting, revert their reporting requirements to fortnightly.

The Service Officer should advise the job seeker that a maximum of 3 consecutive reasonable excuses may be given. However, on the third fortnight the job seeker must choose a new activity and be referred to or reconnected with an Employment Services Provider.

Procedure ends here.

The job seeker must choose another activity type (if applicable) if they can no longer meet their obligations with voluntary work and they:

• do not have a reasonable excuse
• have already provided 3 consecutive excuses for failing to meet their requirement

Investigate other approved activities for the job seeker. If the job seeker is not doing another activity or combination of activities that can be approved by Centrelink as fully meeting requirements, Service Officers must:

• end date the voluntary work activity coding on the Activity and Exemptions Summary (AEX) screen
• delete the organisation/s no longer applicable on the Voluntary Work Organisation Details (VWDET) screen
• run the Start job seeker registration workflow, then answer Yes to 'Do you wish to conduct a Job Seeker Snapshot for this customer?'
• run the Job Seeker Snapshot
• refer the job seeker to an Employment Services Provider, as appropriate
• the provider will negotiate the Job Plan with appropriate activities with the job seeker
• if the job seeker was previously suspended or exited from provider's services due to undertaking voluntary work to fully meet their mutual obligation requirements:
• when the voluntary work activity is ended, the provider will see that the job seeker is not meeting requirements through an approved activity
• the provider will make sure the job seeker is re-engaged in a timely manner
• Note: job seekers with voluntary work code PVW/PVS/PSV or PVP approved by the provider, will need to be referred back to employment services when their end date is reached
• tell the job seeker of the decision
• record a Note in Process Direct confirming the advice given and any relevant information from the job seeker
• procedure ends here

In cases where a job seeker is not attending their voluntary work activity, the Voluntary Work Organisation may contact Services Australia to notify of a job seeker's failure to meet agreed voluntary work requirements.

See Report Suspected Fraud and Corruption.

There is no requirement for the job seeker to re-verify their ongoing participation in the approved activity e.g. volunteer work, study etc. however, Service Officer discretion may be used to contact the job seeker if any doubt exists before coding the extension.

Is the job seeker contacting about an online task or letter in relation to reviewing their Job Plan?

• Yes:
• tell the job seeker they need to complete the review if they still meet the approved activity criteria, and they will have the activity extended. See Approved Activity Review Job Plan Contact
• procedure ends here
• No, go to Step 2

Service Officers allocated the Online AEX and Job Plan review work item (ZALL_JSK_PLN) may be required to contact the job seeker and determine if an update needs to be made to the job seekers approved activity recorded on the Activity and Exemption Summary (AEX) screen.

Is there an AEX and Job Plan review work item?

• Yes:
• see Approved Activity Review Job Plan Contact
• procedure ends here
• No:
• when the job seeker completes an approved program or activity which attracts the Approved Activity Review contact, the job seeker will receive an online task or letter depending on whether they are registered for self service
• the system will create an online task or issue a letter 28 days before the approved voluntary work activity expiry date
• if the job seeker fails to contact or complete the online task when the approved activity expires, job seeker management requirements will start, and they will be referred to an employment services provider
• procedure ends here