Principal Carers Large Family Eldest Child Review Service Update 102-01130020

• The Participation Exemption Ivw 15yr 9m - Lrg Fam Service Update (728 ) - will create work item 'Large Family Eldest Child Review' for a Service Officer to contact job seeker who has a phone number recorded
• The Participation Exemption Ivw 15yr 9m - Lrg Fam Service Update (729 ) - will send a letter for job seeker to contact us if no phone number recorded

Do not complete via the Profiling/Parenting circs activity on the Activity List (AL) screen as this closes the work item without updating the required service profiling coding. The info link under the help column explains that this activity and corresponding work item will close if actioned correctly under the Service Strategy (PQSS) screen.

To start a Large Family Exemption Review:

• For work item 'Large Family Eldest Child Review' go to Step 2
• Customer contacting re letter received go to Step 5

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

If the contact number recorded on the job seeker's record is a mobile number, Service Officers should create a pre-call notification (SMS only) using Desktop Electronic Messaging Capability (DEMC). Following creation of the SMS, wait 5 minutes before making the outbound attempt.

Was the contact successful?

• Yes, go to Step 5
• No:
• First attempt to contact a job seeker is unsuccessful, hold the work item and Profiling/Parenting circs activity on AL for the next calendar day
• Key sufficient detail about the outbound contact attempt on the Notes twisty on the Activity Details (AY) screen to allow subsequent Service Officer to action the second attempt

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, Service Officers should create a pre-call notification (SMS only) using Desktop Electronic Messaging Capability (DEMC). Following creation of the SMS, wait 5 minutes before making the outbound attempt.

Was the contact successful?

• Yes, go to Step 5
• No, go to Step 4

The Service Component 728 should now have a status of started (STA)

• 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)

Update the Service Component by changing the status of the Request to Contact Service Action:

The Schedule Contact Service Action will be:

• Go to the PQSS screen and enter an ‘X’ on the Participtn Exmptn Ivw 15yr 9m - Lrg Fam Service Component, this will expand to show Service Action/Detail
• Enter an 'I' in the field to the left of the Service Action - Request To Contact (744)
• Change the status from not started (NST) to No Action Possible (NAP)
• Code Source: and DOR:
• Finalise on the Assessment Results (AR) screen

This action will automatically send a letter to the job seeker. Add days to allow extra time for mail delivery. Hold the work item and Profiling/Parenting circs activity on AL until the day after the allowable time has expired.

If the job seeker:

• Contacts because of the suspension, restore payment and action outstanding activities. Go to Step 5
• Fails to contact, no more action required. Record will automatically suspend FRC

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

If job seeker's review can be actioned:

• Discuss the customer's current circumstances and the changes to their mutual obligation requirements that would occur when the child reaches 16 years of age, if the exemption cannot be extended
• Does the customer have principal care of another qualifying child which would allow the large family exemption to continue (that is, customer has at least 4 qualifying children under 16), or will the child turning 16 meet the secondary pupil child definition?
• Or, do other circumstances exist which may allow for another exemption to be granted?

For more details, see Mutual obligation requirement exemptions.

Is the customer eligible for an extension of the Large Family Exemption?

• Yes, go to Step 7
• No, go to Step 6

The customer will need to enter into a Job Plan with either Services Australia or their provider (if they are provider managed) at the expiration of their exemption period.

• Outline mutual obligation requirements for principal carers of dependent child(ren), that is, expected to look for work of at least 15 hours per week. For more details, see Applying mutual obligation requirements
• Discuss options to meet their obligations:
• Actively seeking work, that is, job seeker
• Registered with an Employment Services/Community Development Program (CDP) provider
• Working at least 15 hours or more per week
• Undertaking approved study of at least 15 hours per week
• Voluntary work of at least 15 hours per week, if approved by a provider
• A combination of paid work (including self-employment), voluntary work, and/or approved study of at least 15 hours per week
• Joining a program of assistance or starting study. For more details, see Approved Activities for Principal carers
• Advise of suspension/compliance rules
• Reporting requirements via Reporting Statement ( self service online or phone), in person or in writing (SU19)
• Principal carers fully meeting their mutual obligation requirements through work of 30 hours per fortnight or approved study are not required to be connected to an Employment Services Provider. Check that a Display on Access DOC is recorded and that details on the Activity and Exemption Summary (AEX) screen are correct. For more details, see Mutual obligation requirements for principal carers
• If the exemption has ended or the customer volunteers, register them as a Fully Eligible Participant (FEP) in Process Direct:
• Select the Customer Summary tile from the Process Direct Landing page
• Enter the customer’s CRN, select Go
• In the customer’s record, select >Participation Summary > Job Seeker registrations and provider referral information > Start job seeker registration
• Note: do not run if the customer is already meeting their mutual obligation requirements, unless they volunteer
• If required, request an Employment Services Assessment (ESAt) be booked by running the ESAt Appointment Required Fast Note in Customer First
• If necessary, connect them to the:
• Employment Services Provider, If not already linked to Workforce Australia Online for Individuals, see Registering Fully Eligible Participant (FEP) job seekers or
• if in a designated remote area, refer to the Community Development Program (CDP) provider in their area
• If the exemption has ended and they are Centrelink managed then negotiate a Job Plan
• Complete any outstanding activities
• Update the customer's Service action via the PQSS or the Participation Summary screen in Customer First

To update the Service Actions in Customer First:

• Go to the PQSS screen and enter an ‘X’ on the Participtn Exmptn Ivw 15yr 9m - Lrg Fam Service Component, this will expand to show Service Action/Detail
• Enter an 'I' in the field to the left of the Service Action - Request To Contact (744)
• Change the status from not started (NST) to no action taken (NAT) (only if not already recorded as NAP or COM, otherwise no action required)
• Enter an 'I' in the field to the left of the Service Action - Conduct Interview (262)
• Change the status from not started (NST) to completed (COM)
• Enter an 'I' in the field to the left of the Service Action - Update Job Plan (266)
• Change the status from not started (NST) to completed (COM) if Job Plan created or (NAT) if no action taken
• Code Source: and DOR:
• Finalise on the Assessment Results (AR) screen

Note: when the Service Component is completed it cannot be restarted.

Procedure ends here.

• Complete any outstanding activities
• Update the customers AEX screen via the Super Key in Process Direct based on one of the following:
• 363 days from the expiry date of the current exemption period. If the current exemption period ends more than 2 weeks in the future, end date the current exemption period from the date of customer contact. Then code the new exemption period from the updated expiry date
• with an end date of the expected date customers eldest child will stop being a secondary pupil child (if less than 363 days in the future)
• with an end date when customers youngest child turns 16 (if less than 363 days in the future)
• Record the decision on a DOC
• Update the customer's Service Action via PQSS or the Participation Summary screen in Customer First

The Service Actions will be:

• Go to the PQSS screen and enter an ‘X’ on the Participtn Exmptn Ivw 15yr 9m - Lrg Fam Service Component, this will expand to show Service Action/Detail
• Enter an 'I' in the field to the left of the Service Action - Conduct Interview (262)
• Change the status from not started (NST) to completed (COM)
• Enter an 'I' in the field to the left of the Service Action - Update Job Plan (266)
• Change the status from not started (NST) to completed (COM) if Job Plan created or (NAT) if no action taken
• Code Source: and DOR:
• Finalise on the Assessment Results (AR) screen

Note: when the Service Component is completed it cannot be restarted.

• The Participation Exemption Ivw 15yr 9m - Lrg Fam Service Update (203) - will automatically start 2 weeks before the exemption period end date

Note: remote customers will be mapped to a separate profile bracket and Service Component (253) to stop the automatic booking of an appointment. Appointments for remote customers must be booked manually.

To start a Large Family Exemption Review Interview:

• For a non-remote customer, launch the Service Profiling Update Workflow directly from the relevant booked appointment or from the Participation Summary screen via Process Direct. To conduct the Large Family Exemption Review, go to Step 5
• For a remote customer, go to Step 2
• If Service Update is already started, go to Step 5

To find Principal Carer Large Family Exemption Review manually, code the following fields for up to 3 service component IDs on the Service Component Search (PQCS) screen:

Service Component:

• ID: field
• Status: code as 'NST' - not started
• Zone/SC: enter the Service Centre or Zone that the work is for

Once Enter is pressed, a list of customers with Service Components that match the search criteria will show on the PQCS screen.

'S'elect the required number of customers to meet the Service Update target - a maximum of 15 can be selected at one time.

Principal Carer Large Family Exemption Review only need to be manually found for remote customers.

Start the Service Component by updating the status of the Schedule Contact Service Action:

The Schedule Contact Service Action will be:

• 290 - Manually schedule contact (this Service Action is for remote customers)
• Type an 'I' in the field to the left of the Service Action - Manually Schedule Contact
• Change the status from not started (NST) to completed (COM)
• Code Source: and DOR:
• Finalise on the Assessment Results (AR) screen

The Service Component should now have a status of started (STA)

• To manually book an appointment, go to Step 4
• To conduct the Principal Carer Large Family Exemption Review Interview, go to Step 5

Manually book an appointment via the Centrelink Appointment System (DAS) using the Book and Manage Appointments Guided procedure.

Use the appropriate appointment code, 'Briefing Large Family Exemptions Appt'.

• Discuss the customer's current circumstances and the changes to their mutual obligation requirements that would occur when the child reaches 16 years of age, if the exemption cannot be extended
• Does the customer have principal care of another qualifying child which would allow the large family exemption to continue (that is, customer has at least 4 qualifying children under 16), or will the child turning 16 meet the secondary pupil child definition?
• Alternatively, do other circumstances exist which may allow for another exemption to be granted?

For more details, see Mutual obligation requirement exemptions.

Is the customer eligible for an extension of the Large Family Exemption?

• Yes, code details on a DOC and go to Step 7
• No, go to Step 6

The customer must enter into a Job Plan with either Services Australia or their provider (if they are provider managed) at the expiration of their exemption period.

• Outline mutual obligation requirements for principal carers of dependent child(ren), that is, expected to look for work of at least 15 hours per week. For more details, see Applying mutual obligation requirements
• Discuss options to meet their obligations:
• Actively seeking work, that is, job seeker
• Registered with an Employment Services/Community Development Program (CDP) provider
• Working at least 15 hours or more per week
• Undertaking approved study of at least 15 hours per week
• Voluntary work of at least 15 hours per week, if approved by a provider
• A combination of paid work (including self-employment), voluntary work, and/or approved study of at least 15 hours per week
• Joining a program of assistance or starting study. For more details, see Approved Activities for Principal carers
• Advise of suspension/compliance rules
• reporting requirements via Reporting Statement ( self service online or phone), in person or in writing (SU19)
• Principal carers fully meeting their mutual obligation requirements through work of 30 hours per fortnight or approved study are not required to be connected to an Employment Services Provider. Check that a Display on Access DOC is recorded and that details on the Activity and Exemption Summary (AEX) screen are correct. For more details, see Mutual obligation requirements for principal carers
• If the exemption has ended or the customer volunteers, register them as a Fully Eligible Participant (FEP) by selecting > Participation Summary > Job seeker registrations & provider referral information > Start job seeker registration
• Note: do not run if the customer is already meeting their mutual obligation requirements, unless they volunteer
• If required, request an Employment Services Assessment (ESAt) be booked by running the ESAt Appointment Required Fast Note in Customer First
• If necessary, connect them to the:
• Employment Services Provider of their choice, see Registering Fully Eligible Participant (FEP) job seekers or
• if in a designated remote area, refer to the Community Development Program (CDP) provider in their area
• If the exemption has ended and they are Centrelink managed then negotiate a Job Plan
• Complete any outstanding activities
• Update the customer's Service action via the Service Profiling Update Workflow or the Participation Summary screen in Customer First. This will automatically update the status of the Service Component 'Principal Carers Large Family Exemption Review (qualifying child turn 16)' to 'COM' (completed)

When the Service Component is completed, it cannot be restarted.

For information to correctly attribute a Service Profiling debt to the associated Integrated Review System (IRS) Service Update, see Attributing Service Profiling Debts to Integrated Review System (IRS) Service Updates.

Procedure ends here.

• Complete any outstanding activities
• Update the customers AEX screen via the Super Key in Process Direct based on one of the following:
• 363 days from the expiry date of the current exemption period. If the current exemption period ends more than 2 weeks in the future, end date the current exemption period from the date of customer contact. Then code the new exemption period from the updated expiry date
• with an end date of the expected date customers eldest child will stop being a secondary pupil child (if less than 363 days in the future)
• with an end date when customers youngest child turns 16 (if less than 363 days in the future)
• Update the customer's Service Action via the Service Profiling Update Workflow or the Participation Summary screen in Process Direct
• This will automatically update the status of the Service Component 'Principal Carers Large Family Exemption Review (qualifying child turns 16)' to 'COM' (completed)

Note: when the Service Component is completed it cannot be restarted.

For information on how to correctly attribute a Service Profiling debt to the associated Integrated Review System (IRS) Service Update, see Attributing Service Profiling Debts to Integrated Review System (IRS) Service Updates.