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Quarterly Participation Interviews for Partial Capacity to Work and Temporary Reduced Work Capacity (0-7 or 8-14 hours per week) job seekers 001-09070190

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This page contains information on managing compulsory Quarterly Participation Interviews (QTI) for job seekers assessed as having Partial Capacity to Work (PCW) and Temporary Reduced Work Capacity (TRWC) (0-7 or 8-14 hours per week).

On this page:

Purpose of a QTI requirement

Job seeker contacts

Review record prior to QTI interview

Conducting the QTI appointment


Purpose of a QTI requirement

Table 1

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Step

Action

1

QTI requirement determined

A job seeker will be identified as requiring a QTI when an Employment Services Assessment (ESAt) report or a Job Capacity Assessment (JCA) report:

  • has been accepted, and
  • determines the job seeker has a PCW or TRWC of 0-14 hours per week, including a TRWC for less than 12 weeks duration

Job seekers identified as having a QTI requirement are scheduled to attend an appointment with Services Australia every 12 weeks from the date the ESAt/JCA report is accepted. The QTI appointment is a compulsory requirement.

Note: if the job seeker is assessed as only having a TRWC of 0-7 or 8-14 hours per week for less than 12 weeks, they will only be required to attend a QTI Initial appointment.

Go to Step 2.

2

Triggering the QTI requirement

Select appropriate Service Component below:

Service Component 707 (QTI Initial Phone) or 708 (QTI Initial Face to Face)
  • Will automatically start when the ESAt/JCA report is accepted
  • An Initial QTI appointment is automatically booked for at least 2 weeks after the ESAt/JCA acceptance date
  • Once the QTI Initial interview is completed with all relevant actions coded correctly (for example, QTI activity is coded on the Activity and Exemption Summary (AEX) screen), the ongoing QTI interview will be scheduled for job seekers assessed as PCW or TRWC of 0-14 hours for 12 weeks or more
  • The purpose of the QTI Initial appointment is to:
    • discuss the job seeker's ongoing mutual obligation requirements following acceptance of an ESAt/JCA report
    • code the QTI activity on the AEX screen, and
    • negotiate the Job Plan, as appropriate

If the job seeker has an exemption already in place with an end date more than 2 weeks in the future, the appointment will be deferred until the exemption period expires.

Once the appointment is booked, a letter is generated for the job seeker advising of their appointment details, requirements to attend and the requirement to negotiate a Job Plan (where appropriate) with Services Australia at this appointment.

Note: job seekers residing in remote locations who are profiled into the QTI Initial Face-to-Face (SC708) or QTI Ongoing Face-to-Face (SC711) interview, the QTI appointment will not be auto booked. An email is sent to the F2F Service Delivery Support team for appropriate follow-up action. The Service Delivery Support team will forward the email to the job seeker's primary office or Service Zone for follow-up action. An appointment can be manually booked where appropriate, or alternative arrangements are managed by the relevant Service Zone in conjunction with the Remote Servicing Team where possible.

See Table 2.

Service Component 710 (QTI Ongoing Phone) or 711 (QTI Ongoing Face to Face)
  • Will be scheduled every 12 weeks from the ESAt/JCA acceptance date (not from the date of the Initial QTI interview or the last QTI appointment), where ongoing QTI appointments are required
  • The QTI Ongoing appointment is automatically booked for a date of at least 2 weeks in the future
  • The purpose of the QTI Ongoing appointment is to:
    • ensure the job seeker remains connected to Services Australia
    • discuss the job seeker's current circumstances, and
    • ensure they understand their ongoing mutual obligation requirements

If the job seeker has an exemption already in place with an end date more than 2 weeks in the future, the appointment will be deferred until the exemption period expires.

Once the appointment is booked, a letter is generated for the job seeker advising of their appointment details, requirements to attend and the requirement to negotiate a Job Plan (where appropriate) with Services Australia at this appointment.

Note: job seekers residing in remote locations who are profiled into the QTI Initial Face-to-Face (SC708) or QTI Ongoing Face-to-Face (SC711) interview, the QTI appointment will not be auto booked. An email is sent to the F2F Service Delivery Support team for appropriate follow-up action. The Service Delivery Support team will forward the email to the job seeker's primary office or Service Zone for follow-up action. An appointment can be manually booked where appropriate, or alternative arrangements are managed by the relevant Service Zone in conjunction with the Remote Servicing Team where possible.

See Table 2.


Job seeker contacts

Table 2

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Step

Action

1

Determine what action is required

Staff suitably skilled to respond to and action aspects of the QTI, go to Step 2.

If the Service Officer does not have the skills to discuss aspects of the QTI, they must complete the following based on the scenario:

Unable to attend today's or a future scheduled appointment and the job seeker requests a reschedule

Reschedule appointment:

Payment is suspended (SUS- FAI) due to failing to attend a previous QTI appointment
  • The previous appointment was finalised as Did Not Attend
  • Manually book a new Quarterly Participation Interview appointment for the next available time. For Process Direct/Customer First instructions, see Process page in Booking appointments in the Centrelink Appointment System
  • If a new appointment is booked in the next 5 business days, tell the job seeker the time, date and the requirement to attend the compulsory appointment because no appointment advice is issued
  • Advise the job seeker their payment will not be restored until the interview is conducted
  • Procedure ends here

2

Skilled staff to action the QTI

Reason for QTI contact:

  • Job seeker requests to reschedule QTI appointment, go to Step 3
  • Benefit status line displays payment as suspended (SUS), go to Step 4
  • Service Officer tasked to action QTI appointment, see Table 3

3

Job seeker requests to reschedule QTI appointment

To support first contact resolution and unnecessary handoffs, the Service Officer should attempt to complete the QTI appointment upon contact. See Table 3.

If the job seeker declines this offer, reschedule the appointment:

  • For instructions to reschedule the QTI appointment see Process Direct tab in View, reschedule or cancel an appointment in the Centrelink Appointment System
  • Ensure the appointment is booked as soon as possible to ensure the 12 weekly booking cycle is not impacted
  • If the rescheduled appointment is in the next 5 business days, tell the job seeker the time and date because no appointment advice is issued
  • Procedure ends here

4

Job seeker's payment is suspended

Is the job seeker's payment suspended for reason FAI (failed to attend interview)?

  • Yes, go to Step 5
  • No:
    • Payment is SUS other than FAI reason, see Restoration of payments (CLK) to determine if payment can be restored. If payment cannot be restored immediately, tell the job seeker what they need to do to be restored, or reclaim payment. Procedure ends here
    • Only once payment is restored, see Table 3

5

Restoration of suspended payment - FAI

Tell the job seeker:

  • they have been suspended for missing their appointment
  • if they cannot attend a scheduled appointment, they must make contact before the appointment to reschedule to avoid suspension in the future (rescheduling via online services or contacting Services Australia)

In Process Direct, go to the Benefit Action (BA) screen to code the restoration activity:

  • Service Reason: select or key the type of benefit
  • Action: key 'RES'
  • Reason: leave blank
  • Effect Date: DPT + 1 (arrears are paid if entitled)
  • Source: select relevant source
  • Date of Receipt: today

DOC the restoration. Use Fast Note - select Auto text, use Generic > SUS/CAN/RES > Restore (Payment Type) DOV.

See Table 3.


Review record prior to QTI interview

Table 3

Expand table

Step

Action

1

Review job seeker's record prior to the QTI interview

Check the Activity and Exemption Summary (AEX) screen. If no exemption is recorded, see Table 4.

If a job seeker has been granted an exemption (for example: Temporary incapacity 'INP' exemption or any other exemption type) after the QTI appointment was booked, the QTI appointment is not automatically cancelled.

The Service Officer must still call the job seeker at their scheduled appointment time.

Was contact with the job seeker successful?

  • Yes, the following actions must be done:
    • Tell the job seeker their QTI is deferred until after the expiry of their exemption period
    • Do not code the AEX screen or negotiate the Job Plan. This will occur when the QTI requirement is applicable
    • Manually complete the QTI appointment
    • Advise the job seeker as appropriate
    • Record details on a DOC with the reason the QTI appointment not conducted
    • Procedure ends here
  • No, go to Step 2

2

Unsuccessful contact - currently exempt

Service Officers must:

  • not manually suspend the payment
  • record details on a DOC using Fast Note - select Auto text, use Jobseekers > Update > QTI - Attempts to Contact. In the Call outcome field, record the text "Unsuccessful attempt to contact. Payment not suspended as job seeker has current exemption in place. QTI appt not required at this time"
  • finalise the appointment status as Did Not Attend in the Centrelink Appointment System

The QTI appointment will be automatically triggered when the job seeker is no longer exempt from mutual obligation requirements.

Procedure ends here.


Conducting the QTI appointment

Table 4

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Step

Action

1

Conducting the QTI appointment

The QTI appointment is conducted either:

Did the job seeker attend the appointment?

2

Conduct QTI

During the interview, discuss the following:

  • The ESAt/JCA assessment and whether it is still current and valid, or if the job seeker's circumstances have changed
  • If the job seeker advises a change in circumstances, re-run the Job Seeker Snapshot and request a new ESAt/JCA if appropriate. This includes when:
    • there has been a change in circumstances
    • the QTI requirement has expired for a job seeker with a TRWC and the job seeker is likely to be eligible for ongoing QTI, as it appears they still have a work capacity of 0-14 hours per week
  • Assistance recommendations from their last ESAt/JCA report
  • Encourage voluntary job search. Include voluntary participation with a Workforce Australia, Inclusive Employment Australia (IEA) or Remote Australia Employment Service (RAES) provider. Note: voluntary participation with a provider does not end the QTI requirement
  • Any work the job seeker might be doing as paid employment. It could meet the job seeker's mutual obligation requirements and they may no longer be required to attend a QTI
  • Voluntary work and other community assistance options
  • Provide information on the benefits of work (such as Working Credit and Mobility Allowance)
  • Outline the benefits of planning for the future and explain assistance services like Financial Information Service (FIS)
  • Outline the disadvantages of long term income support dependence
  • Explore eligibility for other income support payments
  • If the job seeker has a TRWC, check when this period ends as the job seeker may no longer be required to attend QTIs and will need to re-engage with a Workforce Australia, IEA or RAES provider. A referral will be required when the TRWC period ends (if not already connected to an employment service)
  • Check for future appointments booked and inform them of any scheduled in the near future
  • Tell the job seeker if they are likely to have a QTI appointment booked in the future. This will depend on whether they are assessed as having a TRWC in the future
  • Tell the job seeker, if they cannot attend any future appointments, they:
    • must contact to reschedule their appointment before the time/date scheduled, or
    • can reschedule their QTI appointment using their Centrelink online account through the myGov website or the Express Plus Centrelink mobile app. Advise job seekers to use this service if appropriate

Go to Step 3.

3

Assessing the job seeker's work capacity from a recent ESAt or JCA

Job seekers participating in part-time work (PTW), self-employment (SEL), or paid work and self-employment (combined) (PWS) activities for a minimum of 30 hours per fortnight may fully meet their mutual obligation requirements.

Thorough discussion must occur with the job seeker before PTW, SEL or PWS is coded, instead of QTI.

Job seekers with a PCW or TRWC are not required to attend ongoing quarterly interviews while they remain in work, if assessed as having a capacity of:

  • 0-7 hours per week, or
  • 8-14 hours per week

Review the job seeker's assessed capacity to work, as per the Work Capacity (WC) screen, from the most recent current and valid ESAt or JCA assessment.

Based on the ESAt/JCA, if the job seeker's reduced work capacity is:

4

Reduced work capacity of 0-7hrs

Before deciding which activity is best coded on the AEX screen, discuss the following with the job seeker:

  • If they are expecting to continue to report employment income of more than 30 hrs per fortnight on an ongoing basis
  • Check the WC screen to consider the period of TRWC:
    • Is it expiring soon?
    • Would PTW, SEL or PWS be more suitable for them than QTI?
    • Make sure the job seeker is aware if PTW, SEL or PWS is approved, they will be asked the mutual obligation question relevant to their approved activity
  • Whether they require an updated ESAt to determine if a new reduced capacity period applies because they have had a significant change in circumstances:

Is it more appropriate to approve PTW, SEL or PWS to fully meet mutual obligation requirements?

5

Reduced work capacity of 8-14 hrs

Before deciding which activity is best coded on the AEX screen, discuss the following with the job seeker:

  • Are they expecting to continue to report employment income of 30 hrs or more per fortnight on an ongoing basis?
  • Check the WC screen to consider the period of TRWC:
    • Is it expiring soon?
    • Consider suitability of PTW, SEL or PWS instead of QTI

Make sure the job seeker is aware if PTW, SEL or PWS is approved, they will be asked the mutual obligation question relevant to their approved activity.

Is it more appropriate to approve PTW, SEL or PWS to fully meet mutual obligation requirements?

6

Job seeker is fully meeting requirements through PTW, SEL or PWS

For both Centrelink and provider managed job seekers, record the job seekers participation as an approved activity requirement.

In Process Direct:

  • Select Customer Summary from the Process Direct Landing page
  • Enter the job seeker's CRN, select Go
  • In the job seeker's record, go to the AEX screen
  • If 'QTI' was previously recorded, select the edit button next to the 'QTI' activity and manually enter End Date, then Save
  • the AEX screen with the appropriate PTW, SEL or PWS approved activity requirements

Tell the job seeker:

  • when reporting each fortnight, they may be asked a specific question related to their approved activity, to determine whether they are fully meeting their requirements
  • they must notify Services Australia of any reduction in their approved activity hours or if they cease work. If this occurs, they will be required to attend QTIs with Services Australia for the duration of their PCW or TRWC

Go to Step 8.

7

Job seeker is not meeting requirements through PTW, SEL or PWS

The job seeker will have QTI requirements for the duration of their PCW or TRWC.

Update the job seeker's record by coding the Activity Type QTI on the AEX screen in Process Direct to auto populate the content of the Job Plan.

In Process Direct:

  • Go to the AEX screen
  • Select Add to view the Create Activity and Exemption Summary screen
  • Complete the Activity Type and enter the start and end date of the QTI activity
  • Start date is the date the QTI is conducted
  • End date is the date equal to the latest end date recorded on the WC screen
    • TRWC - the TRWC end date, or
    • PCW - the ESAt acceptance date plus 2 years > Select Save
  • Complete the Receipt Date, Channel and Service Reasons fields > Select Save
  • Select Assess and address any errors/warnings
  • Select Assess > Finish. Record details of the update on the Finalise screen
  • Select Finalise to complete the transaction

Go to Step 8.

8

Negotiate a Job Plan

If the AEX activity coding is subject to a Quality Management Application (QMA) check, the system will not auto populate the Job Plan until the Quality Management Officers (QMO) check is completed. Staff must not start the negotiation of a new Job Plan until the QMA check is completed.

After the AEX screen is updated and confirmed, the system identifies if the Job Plan is to be updated.

Job seekers in IEA Post Placement Support or Ongoing Support

If a job seeker is placed in Post Placement Support or Ongoing Support phase with an IEA provider, do not update the Job Plan as this will exit the job seeker from IEA. The job seeker's current Placement Type is displayed on the Provider referral information table within the Participation Summary in Process Direct. The IEA provider will negotiate a new Job Plan in this instance.

Centrelink managed job seekers participating in QTI, who are also in IEA Post Placement Support or Ongoing Support must not have a Job Plan negotiated unless they have:

  • discussed their ongoing participation with their IEA provider; and
  • chosen to exit participation in IEA

See Negotiating Centrelink Managed Job Plans.

To update the Job Plan:

  • Select https://ourblueprint.internal.dept.local/content/images/process_direct_small/more options.png|More Options > Participation Summary to view the Key Information screen
  • Under Action Item, select Message > Customer is Centrelink managed and has no current Job Plan. Negotiate a Job Plan with the job seeker where appropriate
  • Select Negotiate Plan and negotiate a Job Plan:
    • Job seekers with a TRWC of 0-14 hours per week for less than 12 weeks, the Job Plan will display the relevant Job Plan item Reduced Work Capacity and the sentence text - 'I agree to attend all compulsory appointments made for me by Centrelink. If I am unable to attend an appointment, I will advise Centrelink of my situation as soon as possible after being notified of my appointment date and time.' Note: the Job Plan defaults to the Reduced Work Capacity item if the QTI activity is current at the time the Job Plan workflow is launched. Service Officers cannot manually add this activity item in the Job Plan and should not remove it when the QTI activity is still current
    • Job seekers with a PCW of 0-14 hours per week or TRWC of 0-14 hours per week for longer than 12 weeks, the Job Plan Activity is Attend Quarterly Appointments and the sentence text 'I agree to attend compulsory quarterly appointments with Centrelink as advised. If I am unable to attend an appointment, I will advise Centrelink of my situation as soon as possible after being notified of my appointment date and time' will be populated
  • When the Job Plan negotiated is finalised, the Action Item is automatically removed

Go to Step 9.

9

Complete QTI

After the appointment is completed, finalise the Service Profiling Update workflow.

If the QTI appointment was conducted from a pre booked phone or face to face appointment:
  • In Customer First, launch the Service Profiling Update Workflow directly from the booked appointment by selecting the Execute icon in the Actions section
  • The Select Service Strategy screen will display
  • Select the Quarterly Interview initial/ongoing action, then select next
  • Complete the workflow questionnaire by selecting the appropriate radio button once each discussion topic/action is addressed with the job seeker
  • After answering all the YES/NO questions, select Finish in the top left corner of the screen. This automatically completes all of the following:
    • appointment status
    • Service Action coding
    • status of the Service Component to 'Completed on the Service Strategy (PQSS) screen

Procedure ends here.

If the QTI was conducted without a pre booked appointment being scheduled:
  • Launch the Service Profiling Update Workflow from the Workspace page in Customer First
  • The Select Service Strategy screen will show
  • Select the Quarterly Interview initial/ongoing action, then select next
  • Complete the workflow questionnaire by selecting the appropriate radio button once each discussion topic/action is addressed with the job seeker
  • After answering all the YES/NO questions, select Finish in the top left corner of the screen. This automatically completes the:
    • Service Action coding, and
    • status of the Service Component to 'COM'pleted on the Service Strategy (PQSS) screen

Procedure ends here.

10

Manual suspension of payments

As this is the job seeker's only compulsory activity, any outstanding QTI appointments must be completed. If a job seeker fails to attend their QTI, suspend their payment to prompt contact with Services Australia.

Face to face appointments

Must dos:

Allow the job seeker 15 minutes after the scheduled appointment time to attend the service centre.

If job seeker does not attend the appointment:

  • Record details on a DOC of the attempted contact. Use Fast Note - select Auto text, use Jobseekers > Update > QTI - Attempts to Contact. In the call outcome field, record the text "Job seeker did not attend Face to Face QTI appointment. Waited 15 minutes and still not attend. Job seeker will be suspended following non-attendance of QTI appointment."
  • Finalise the appointment as Did not Attend in the Centrelink Appointment System
  • Do not finalise the Service Profiling Update workflow. The Service Component must remain 'STA'rted. Once the job seeker attends, the workflow will be run and the Service Component completed
  • To suspend, see instructions under 'Suspension of payment following Did Not Attend (DNA)' in this step
Phone appointments

Must dos:

Try to contact the job seeker at the scheduled appointment time.

If unsuccessful:

  • Record details on a DOC using Fast Note - select Auto text, use Jobseekers > Update > QTI - Attempts to Contact . In the call outcome field, record the text "First attempt to contact unsuccessful. Second attempt to be made"
  • On the same day, make a second attempt to contact the job seeker. Annotate the QTI - Attempts to contact DOC to confirm what action has been taken where the second contact was successful
  • If unable to make contact after these attempts, finalise the appointment as Did Not Attend in the Centrelink Appointment System
  • Do not finalise the Service Profiling Update workflow. The Service Component must remain 'STA'rted. Once the job seeker contacts, the workflow will be run and the Service Component completed
  • To suspend, see instructions under 'Suspension of payment following Did Not Attend (DNA)' in this step
Suspension of payment following Did Not Attend (DNA)

In Process Direct, go to the Benefit Action (BA) screen:

  • Select Add New
  • Create Benefit Action will display, enter:
    • Benefit Type Code: select benefit type
    • Benefit Action: select SUS - SUSPEND
    • Notes: leave blank
    • Reason: select FAI - FAIL TO ATTEND INTERVIEW
    • Date of Effect: enter the date of effect of the suspension. For further details, see Suspension of payments (CLK)
  • Select Save
  • Receipt Date and Channel will display, enter:
    • Receipt Date: today
    • Channel: select relevant source
    • Service Reason: select relevant reason
  • Select Save
  • Select Assess
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 job seeker to have their payment restored:
    • If suitably skilled to conduct the QTI, complete the appointment if job seeker can at the time of contact. See OB file 001-09070190
    • If not suitably skilled to conduct the QTI, book a Quarterly Participation Interview appointment for job seeker to attend, see Booking appointments in the Centrelink Appointment System.