Approved Activity Review Job Plan Contact 001-09100050

System process once job seeker completes an activity that attracts the Approved Activity Review (AAR) Contact

Once the job seeker completes an approved program or activity which attracts the AAR 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 activity expiry date.

If the job seeker fails to contact or complete the online task before the expiry of an approved activity, job seeker management requirements will commence, and they will be referred to an Employment Services Provider.

The exception to this is for the approved requirements below:

• Defence Force Reserve (DFR)
• Job seeker Full-time Student (STF)
• Job seeker Part-time Student (SPT)

When an approved requirement DRF, STF or SPT expires, a work item is created that will be allocated to a Service Officer to contact the job seeker.

Does the job seeker have either DFT, STF or SPT recorded as an approved activity?

• Yes, see Table 2
• No, go to Step 2

If the job seeker contacting has Personalised Servicing, see Referring customers to and handling customer enquiries and correspondence for Personalised Services.

Is the job seeker contacting about an online task?

• Yes:
• Tell the job seeker they need to complete the task if they still meet the approved activity criteria, and the activity will be extended
• Assist job seeker online to complete if having difficulty. If they are not continuing, they do not need to do anything. We will be in contact after the expiry date
• If the job seeker has already ceased participating in their approved activity prior to the expiry date, go to Step 3
• No, job seekers who have received a request to contact letter, go to Step 3

Review the Activity and Exemptions Summary (AEX) screen for the expiring approved activity.

Actions and discussion points for review appointments include:

• assess outcomes from participation in a recent program or activity, and any follow up action required
• investigate whether the job seeker's circumstances have changed since the last review was undertaken (for example, now homeless, have an illness or changed family circumstances resulting in a possible exemption for a period)
• where necessary:
• re-run the Job Seeker Snapshot from the start job seeker registration workflow, and
• request an Employment Services Assessment (ESAt) as required
• investigate whether all barriers to employment have been addressed
• discuss with the job seeker other options in terms of further requirements the job seeker could undertake to improve employment prospects
• for Centrelink managed job seekers, review the existing activity on the Activities and Exemptions Summary (AEX) screen and update the Job Plan as necessary
• if not already referred and it is appropriate, refer the job seeker to a suitable Workforce Australia Employment Services Provider. If the job seeker has:
• a current and valid ESAt/Job Capacity Assessment (JCA), this action should take into account any referral recommendations in the ESAt/JCA
• already completed a period of participation in the recommended program - for example, exited from Disability Employment Services (DES) with an employment or education outcome - they would generally not be referred back to the same program on the basis of the original ESAt/JCA
• ensure the job seeker is engaged with their provider. If not, and no future appointments already exist, encourage the job seeker to contact their provider as soon as possible to book an appointment to re-negotiate their Job Plan

As a minimum outcome, each job seeker will:

• receive written advice regarding the requirement to negotiate a Job Plan
• have their Job Seeker Snapshot updated where necessary
• if they are a Centrelink managed job seeker, they will have their activities and Job Plan reviewed. Approved activities are to be updated on the Activities and Exemptions Summary (AEX) screen. The system will determine if a new Job Plan should be negotiated, and
• if not already connected and if it is appropriate, they will be connected with a suitable Employment Services Provider

The ZALL_JSK_PLN work item relates to:

• Activities and Exemptions Summary (AEX) screen and Job Plan updates
• Approved activity and Job Plan reviews
• Failed Online-Mutual Obligation & Job Plan, or
• AEX Reviews

Service Officers must review the notes relating to the work item in:

• Process Direct (PD)
• the AEX screen displays the current Approved Activity that is expiring soon
• Key Information tab within the Participation Summary
• Action Item in the Job Plan tab on the Participation Summary
• Customer First (CF)
• activity notes on the Activity List (AL) screen
• Notes tab after searching the Online Interaction History using the work item ID number

If the error 'In the context of Data services an unknown internal server error occurred' displays, see Table 2, Step 4 in Job Seeker Management Activities for workaround.

If the work item is an:

• AEX review - the approved activity is either DFR, STF or SPT, go to Step 3
• Online - AEX and Job Plan review, go to Step 2

On receiving the work item, check note from Activities/Activity Details for corresponding work item ID (Maintain Activities & Exemptions).

'Customer actioned their 'Approved Activity End date' review online task'

If Note commences with: 'Customer actioned their 'Approved Activity End date' review online task', the job seeker has advised they are continuing with their activity.

Complete the activity and do not update the Job Plan if the job seeker:

• is a Disability Employment Service (DES) participant with DPA or DPB coded on the AEX screen, or
• a participant in Post Placement Support, or
• has a current QTI coded

For all other current approved requirements:

• in Process Direct:
• extend the approved activity 363 days from the current date and finalise the update
• negotiate a new Job Plan if prompted. Refer to the Key Information tab in the Participation Summary after the AEX activity is finalised
• send the Job Plan for online agreement by the job seeker
• go to the Workspace in Customer First:
• search for Online Interaction Summary within the search window
• select Online Interaction Summary
• key the work Item ID in the Activity ID field and select Search
• select the activity via the hyperlink, then select Edit at the top of the screen
• change the status from 'For Manual Action' to 'Completed'
• select Save at the top of the screen
• no further action is required

There is no requirement for the job seeker to re-verify their ongoing participation in the approved activity e.g. part-time work, volunteer work, study or a combination of these activities. If any doubt exists, contact the job seeker before coding the extension.

'Customer used 'View approved activity or principal carer exemption' service'

If Note commences with: 'Customer used 'View approved activity or principal carer exemption' service', the job seeker is potentially advising of a change in circumstance to their recorded approved activity or exemption.

• Review the remainder of the notes provided by the job seeker
• Contact the job seeker to discuss their change in circumstances
• Update the job seeker's AEX screen. The system will determine if the Job Plan needs to be updated
• Explain to the job seeker how the changes affect their mutual obligation requirements

If contact with job seeker is required and unable to contact, go to Step 3.

When it is necessary to contact a job seeker, make every reasonable and genuine effort to ensure contact is successful.

If the contact number recorded on the job seeker's record is a mobile number, and the job seeker is registered for SMS messaging, create a pre-call notification (SMS only) using Desktop Electronic Messaging Capability (DEMC). Following creation of the SMS, wait 1 to 2 minutes before making the outbound attempt.

Was the contact successful?

• Yes, go to Step 7
• No:
• If the first attempt to contact a job seeker is unsuccessful, hold the work item until the next calendar day (see Table 3 for details)
• Key sufficient detail about the outbound contact attempt using the Notes icon in Process Direct or Fast Note within Customer First to allow subsequent Service Officer to action the second attempt
• Once finalised, go to Step 4

If the first attempt to contact the job seeker is unsuccessful, make a second genuine attempt in line with current processes.

If the contact number, recorded on the job seeker's record, is a mobile number, and the job seeker is registered for SMS messaging, create a pre-call notification (SMS only) using Desktop Electronic Messaging Capability (DEMC). Following creation of the SMS, wait 1 to 2 minutes before making the outbound attempt.

Was the contact successful?

• Yes, go to Step 7
• No, record the outbound contact attempt on the Notes tab using the Notes icon in Process Direct or Fast Note within Customer First. Go to Step 5

Issue a Q164 letter asking the job seeker to contact Services Australia by phone within 14 days:

• after a second unsuccessful outbound contact attempt, or
• where there are no contact details or incorrect details are recorded (for example, the job seeker's phone number is not registered)

The job seeker has 14 days to respond after they receive the letter.

• Add extra days to allow time for mail delivery
• Hold the work item until the Q164 response due date + 1 day
  For example, If a customer living in a major city was issued a Q164 on 2 July (day 0), the response due date will be 25 July (day 23). Set the Hold expiry date to 25 July, this will ensure the activity is allocated for action on the 26 July
• See Table 3 for instructions to hold a work item

If the job seeker:

• contacts because of the suspension, restore payment and action all outstanding activities. Go to Step 7
• fails to contact, go to Step 6

If the job seeker fails to contact by the due date +1 after the Q164 is issued, Service Officers must determine if suspension action can be taken. Before suspending a job seeker's payment, check that it is appropriate to do so. See Suspension of payments (CLK) for information about factors to consider.

If it is appropriate to manually suspend a job seeker for Failing to Respond to Correspondence (SUS-FRC):

• go to the Benefit Action (BA) screen:
• key the payment type as the type of benefit in the Svc Rsn field
• key the action to be taken in the Action field
• key the suspension reason 'FRC' in the Reason field
• select [Enter] and the date of effect will default or key the date of effect of the suspension in the Effect Date field. For further information, see Suspension of payments
• complete the Source field and the date of receipt in the DOR field
• create a DOC to record the decision to suspend (where relevant):
• Use Fast Note - select Auto text, use Generic > SUS/CAN/RES > Suspend Cancel Reason
• Update the relevant Fast Note fields as required
• Select the Link to existing activity option in the Document Completion field. If multiple started activities exist on the job seeker's record, select the appropriate activity from the drop-down list to link to the Fast Note DOC
• Include details of the reason for suspension
• record the Date of Event and Date of Effect fields
• Include the follow up action required if the job seeker contacts
• Advise if contact with the agency is required before payment can be restored or if Smart Centre Telephony staff can restore the payment
• Select Continue and complete the Fast Note. The DOC will be attached to the started suspension activity on the AL screen
• go to the Assessment Results (AR) screen and finalise the activity

Where the job seeker's payment has:

• been suspended for failing to contact:
• no further action is required by Services Australia
• hold the work item for 13 weeks from the suspension date. Do not cancel the work item
• not been suspended as it not appropriate to suspend the job seeker's payment for failing to contact:
• undertake job seeker contact, and
• hold the work item as per the Q164 process. Do not cancel the work item

Note: see Table 3 for instructions to hold a work item.

Review the AEX screen for the expiring approved activity.

Actions and discussion points for Review appointments include:

• If job seeker is a DES participant on the AEX screen (DPA or DPB) and in a Post Placement Support program or has a current QTI coded:
• complete the activity
• do not update the Job Plan
• Discuss with the job seeker other options in terms of further activities the job seeker could undertake to improve employment prospects
• For Centrelink managed job seekers, review the approved activity on the AEX screen and update the Job Plan as necessary

As a minimum outcome, each job seeker required to undertake AAR will:

• receive written advice regarding the requirement to negotiate a Job Plan
• have their Job Seeker Snapshot updated where necessary
• if they are a Centrelink managed job seeker, they will have their AEX screen reviewed. The system will determine if a new Job Plan should be negotiated, and
• be connected with a suitable Employment Services Provider if they are not already connected and it is appropriate

The work item is allocated in Process Direct, however, the activity needs to be manually placed on hold in Customer First.

If a Job Plan Change of Circumstance (CoC Interaction) cannot be completed on allocation, Service Officers must hold the work items. To hold the work item correctly:

• identify the relevant Claim ID number associated with the work item in Process Direct:
• select Inbox from the Process Direct Landing page
• key the job seekers CRN in the CRN field, select Go
• view the Work Items table and make a note of the Claim ID number that aligns with the 'Maintain Activities and Exemptions' work item
• go to the Workspace within Customer First
• search for Online Interaction Summary in the search window
• select Online Interaction Summary
• key the Claim ID in the Activity ID field and select Search
• select the job seeker's name in the Description column
• select Edit
• change the status from 'For Manual Action' to 'On Hold'
• go to the Dates tab and select Expand
• find the On Hold Expiry Date line and update the hold date by:
• selecting the Calendar icon in the Date column, and
• selecting the next calendar day
• select Save, then select Back

Do not place the work item on hold without an expiry date as this will hold it indefinitely, resulting in the work item never reallocating.