28 day review of Job Plans 001-09100070

This process applies to Centrelink managed job seekers who have mutual obligation requirements.

The 28 day review will mature if the job seeker does not have a current Job Plan and is not:

• exempt from mutual obligation requirements
• awaiting an Employment Services Assessment (ESAt)

At day 14 a request to contact letter is sent.

If at day 28 there is no current Job Plan, the job seeker's payment will be automatically suspended.

Job seekers yet to be referred to an employment services provider awaiting an ESAt:

• display as Centrelink managed, and
• have no mutual obligation requirements until their:
• capacity to participate is assessed, and
• ESAt or JCA recommendations are accepted

Job seekers with a pending ESAt cannot agree to a Job Plan online or have a Job Plan commenced by a Service Officer until:

• their ESAt recommendations are accepted, and
• they are referred to an employment services provider who negotiates their Job Plan, or
• they are assessed as having a capacity to participate of less than 15 hours per week with intervention and attend an initial Quarterly Participation Interview (QTI) appointment with Centrelink

The system will not invoke the 28 day review cycle and suspend a job seeker with a pending ESAt.

If the requirement to attend an ESAt is withdrawn, refer the job seeker to an employment services provider. They will need to:

• agree to a Job Plan online if referred to Workforce Australia Online
• have a Job Plan negotiated by a:
• Workforce Australia provider if referred to Workforce Australia Provider Services
• Remote Australia Employment Service (RAES) if living in a remote area and referred to RAES

The job seeker's payment will be suspended for failing to reply to correspondence (FRC) if they:

• are subject to mutual obligation requirements
• do not have a current Job Plan, and
• fail to reply to a letter sent requesting the job seeker contact within 14 days

There will be a DOC on the record with the following:

• No Job Plan
• This job seeker has been suspended for not replying to a request to contact to negotiate a Job Plan. A Job Plan is required if payment is restored.
• Job seekers are able to go online and restore their payment by completing the outstanding 'Agree to Job Plan' task in their online account, where applicable.
• Where a job seeker is unable to complete this task in their online account, payments are to be restored in the first instance, then a Job Plan must be negotiated. See Negotiating Centrelink Managed Job Plans.

The review will finalise automatically when either a Job Plan is current for the job seeker or the business conditions requiring a review are no longer met, such as:

• they no longer have a pending ESAt, or
• they are no longer on a payment with mutual obligation requirements

This work item is created for a variety of reasons and requires different actions from staff, depending on the relevant keyword attached.

NOJOBPLN keyword is created when the customer disagrees with their Centrelink managed Job Plan, via their online account.

The Action Item message will display "Job seeker has disagreed with the contents of a Job Plan in their online account. A Job Plan must be agreed with the job seeker."

Staff must contact the job seeker to:

• discuss the contents in the Job Plan and make appropriate updates to the record and renegotiate the Job Plan as required, or
• determine if a change of circumstances has occurred that means they no longer need a Job Plan. If so, report to ICT via Roxy to request the removal of the WAP/MFU activity from the Activity List (AL) screen. Explain that this is a non-cancellable activity and no longer required

ERRAEX keyword may relate to a job seeker updating 'Agree to Job Plan online task' and the online task failing to update or complete.

Review notes associated with work item in Customer First Interaction History or the AL screen to assist with resolving the issue.

Before processing the work, consider the information provided within the:

• Action Item section within the Key Information Tab of the Participation Summary
• Message section of the relevant tabs within the Participation Summary
• The Work Item description within Work Optimiser may display as:
• Job Plan update failed
• Payment restore action failed

Note: where an activity is subject to Quality Management Application (QMA) or Quality On Line (QOL) checks, the system will not auto-populate the Job Plan until the checks are completed. Staff are not able to commence the negotiation of a new Job Plan until the QMA/QOL check is completed.

• Service Centre staff, see Team Leader for local escalation process to request an urgent QMA/QOL
• Smart Centre staff, see Urgent QMA process for Smart Centres, Face to Face Services and Service Delivery Partners

Has the job seeker's online update failed?

• Yes, staff must:
• check and/or update the Activity and Exemption Summary (AEX) screen ensuring that the requirement start and end dates reflect the approved requirement
• restore payment, if suspended FRC
• manually finalise the Job Plan (if required)
• contact the job seeker to advise that the system issues have been resolved and that they understand their requirement to comply with the terms of their Job Plan
• go to Step 5
• No, go to Step 3

Contact the job seeker to discuss Job Plan and mutual obligation requirements.

Does the job seeker agree to the requirements of the Job Plan?

• Yes, staff may need to:
• check and/or update the AEX screen ensuring that the requirement start and end dates reflect the approved requirement
• restore payment if suspended FRC
• update the Job Plan Workflow
• resend Job Plan Online for job seeker approval, if possible
• go to Step 5
• No, go to Step 4

If the job seeker continues to refuse to enter into a Job Plan, despite being advised that it is a compulsory requirement to receive a participation payment, the job seeker must be advised:

• refusing to enter into a Job Plan means they are not qualified for payment, and
• cancellation of payment will occur because of their refusal to enter into a Job Plan

If the job seeker:

• subsequently advises they are willing to enter into the Job Plan, go back to Step 3
• subsequently expresses concerns and would like to think further before signing the Job Plan, see Negotiating Centrelink Managed Job Plans, go to Step 5
• still refuses to agree to the Job Plan, payment must be cancelled FSA 'Failed to Sign Activity Agreement (Job Plan)' from date paid to +1 and the decision documented. Go to Step 5

To complete the ZALL activity, in Customer First:

• select the relevant Transaction Type ‘COC Interaction’ from the Interaction History, and
• change the status from 'For manual action' to 'Completed'

Note: ensure the ZALL Interaction is completed to prevent re-allocation of the activity.

Procedure ends here.