Principal Carer Social Worker Exemption Service Update for review of family and domestic violence or Relationship Breakdowns exemptions 102-01130030

This contact is to review principal carers of dependent children who are in receipt of Parenting Payment, JobSeeker Payment, Youth Allowance or Special Benefit with an exemption from the mutual obligation requirements due to family and domestic violence or relationship breakdown in the last 26 weeks.

This Service Update uses the Service Component:

211 - Principal Carer Social Worker Exemption Update. This Service Component needs to be manually started.

Customers selected for this Exemption Service Update are identified by searching for Service Component (ID No. 211) with a status 'NST' (Not Started), using the Component Search (PQCS) screen. The status of the first Service Action 'Issue letter' on the customer's Service Strategy (PQSS) screen in Customer First is automatically displayed as 'NST'.

Note: a Service Action 164 - Follow up may be required, when actioning this Service Update.

If the customer confirms they can receive letters safely, issue a manual Q999 letter in Customer First. The Resources page contains an example of suitable text. The reason for having a manual letter is due to the sensitive nature of the exemption, particularly where the customer may still be living under the same roof as their ex-partner.

The letter asks the customer to contact the agency and speak to a social worker if they wish to have their exemption extended.

On the PQSS screen update Issue Letter Service Action to 'COM' (completed). This will automatically generate a manual follow up.

If the customer does not confirm they can receive letters safely, do not issue a manual Q999 letter in Customer First. Place a Display on Access (DOA) document on the customer's record indicating the exemption is due for review. During the customer's next contact, request the service officer has a discussion with the customer regarding their current circumstances and if an extension is required/warranted.

Follow the Family and Domestic Violence Support Model to inform the future discussion with the customer. Be aware of the environment the customer may be in and if it is safe for the customer to discuss their personal circumstances.

Does the customer contact within 14 days?

• Yes, go to Step 4
• No, go to Step 3

Customer will require a participation appointment once exemption ends. Book a review appointment to discuss their mutual obligation requirements and renegotiate a Job Plan.

If family and domestic violence (D26) or Relationship Breakdown (R26) exemption has ended, customer must be referred for an Employment Services Assessment (ESAt) to determine their barriers to employment and identify interventions that may assist them. It may be appropriate to run the Job Seeker Snapshot for the customer.

Check if there is a current and valid ESAt on the customer's record when considering whether to make a new referral. If a new ESAt referral is to be made, use referral reason 'VLNTR' (Volunteer).

To check the status of any completed JCA or ESAt reports in Process Direct:

• key 'RRSUM' in the Super Key field, select [Enter], or
• select > Participation Summary > Activity type/Non-applied exemptions > Referral summary

If a current and valid ESAt exists follow up ESAt recommendations as appropriate, now that customer is no longer exempt.

For more information, see Mutual obligation requirements for principal carers.

Complete the Service Component by launching and finalising the Service Profiling Update Workflow. The Workflow is available on the workspace page in Customer First.

Complete any remaining Service Actions.

Procedure ends here.

Has the customer indicated that their situation has not changed and that the exemption may need to be extended?

• Yes, go to Step 7
• No or unsure, go to Step 5

• Book a review appointment to discuss requirements and renegotiate a Job Plan
• Complete Service Action 'Schedule' DAS appointment

Discuss with the customer their current circumstances and if an extension is required/warranted.

Based on this initial discussion should an extension to the exemption be considered?

• Yes, go to Step 7
• No, go to Step 8

• Follow local procedures to access a service centre social worker
• If a service centre social worker is not available, refer the customer to speak to a social worker via the Social Work Line
• Complete Service Action 'Schedule' DAS appointment
• Complete Service Component, go to Step 9

Centrelink managed customers are required to enter into a Job Plan at the expiration of their exemption period.

• Outline that under the mutual obligation requirements for principal carers they are expected to look for work of at least 15 hours per week
• Discuss options to meet their obligations:
• actively seeking work that is, job seeker
• working 15 hours or more per week
• joining a program or commencing study
• Check if an exemption is appropriate and record exemption if necessary
• Inform the customer of any other support available
• If not already connected with a provider, register the customer as a Fully Eligible Participant (FEP) and refer them to their choice of most appropriate provider. Note: do not run the Start job seeker registration workflow if the customer is already meeting participation requirements, unless they volunteer to be connected to Workforce Australia employment services
• Job seekers, with mutual obligation requirements, living in a Department of Employment and Workplace Relations designated remote area, are referred to a Community Development Program (CDP) provider. Provider managed job seekers are required to complete a Job Plan with their CDP provider
• Principal carers already meeting 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. To view Activity and Exemptions in Process Direct:
• Key 'AEX' in the Super Key field, select [Enter]
• The Activity and Exemption Summary (AEX) screen will display
• For help, see Mutual obligation requirements for principal carers. These job seekers should be registered using the Job Seeker Registration Only (JSRO) option
• If the customer is connected to a provider, the provider will use their discretion to assess whether the customer should have job search requirements for the first 12 months of assistance after the end of their exemption
• If family and domestic violence (D26) or Relationship Breakdown (R26) exemption has ended, customer must be referred for an Employment Services Assessment (ESAt) to determine their barriers to employment and identify interventions that may assist them
• Run the Job Seeker Snapshot for the customer. This is not required for job seekers participating in CDP unless a referral for an ESAt is required
• Check if there is a current and valid ESAt on the customer's record when considering whether to make a new referral. To check the status of any completed JCA or ESAt reports in Process Direct:
• key 'RRSUM' in the Super Key field, select [Enter], or
• select > Participation Summary > Activity type/Non-applied exemptions > Referral summary
• If a new ESAt referral is required, use referral reason 'VLNTR' (Volunteer)
• If a current and valid ESAt exists follow up ESAt recommendations as appropriate, now that customer is no longer exempt
• Advise:
• suspension and compliance rules
• reporting requirements such as Application for Payment (SU19)
• If the exemption has ended and they are Centrelink managed, negotiate a Job Plan if necessary

• Complete the Service Component by launching and finalising the Service Profiling Update Workflow. The Workflow is available on the workspace page in Customer First. This will automatically update the status of the Service Component 'Principal Carer Social Worker Exemption Service Update' to 'COM' (completed). Note: when the Service Component is completed it cannot be restarted. See The Service Strategy (PQSS) screen for more information on changing a Service Action status
• 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