Compulsory Participation Interview Service Update for JobSeeker Payment (JSP) and Youth Allowance (YA) principal carers when youngest child turns 16 years 102-01130060

The Service Profile Manager identifies when a job seekers mutual obligation requirements are changing due to principal carers youngest child in care turning 16.

The purpose of this contact is to explain to job seekers they will no longer be considered a principal carer and that a number of changes will occur.

When the job seeker's youngest child in care turns 15 years and 11 months, if there are phone contact details recorded, a phone appointment will be automatically booked for these job seekers for a date after the youngest child has turned 16 and the relevant Service Component 226 started.

Job seekers without phone contact details recorded are not automatically booked an appointment. An e-mail is sent to the relevant Zone Service Delivery Support team for follow-up action. A face to face appointment can be booked manually if appropriate or consider alternative servicing options where appropriate.

Does the job seeker have a Compulsory Participation Interview youngest child 16 years' Service Update appointment booked?

• Yes, go to Step 3
• No, and the job seeker:
• lives in a remote area and does not have a contact number recorded, go to Step 2
• lives in a non-remote area and does not have a contact number recorded, book a face to face appointment at the job seekers local service centre. Allow extra time for surface mail delivery. Procedure ends here
• has been suspended for failing to attend a Compulsory Participation Interview – Child turns 16 Service Update appointment, go to Table 2

Service Officers are generally not required to manually search for principal carer job seekers requiring a Compulsory Participation Interview youngest child 16 years' Service Update appointments.

Manual searches are required when attempting to identify job seekers who live in remote areas and no phone details recorded who may require alternative servicing arrangements. i.e servicing within a remote community. To search for a job seeker who requires a Compulsory Participation Interview youngest child 16 years' Service Update appointment in Customer First:

• Go to the Service Component Search (PQCS) screen via the Next: field
• Code the following fields on the Service Component: line
• In the ID: column enter 226 as the applicable Service Component number
• In the Status (STS): column code as 'STA' for started
• For the Area/CSC: field enter the service centre or Service Zone for which the work is required
• Press [Enter]

A list of job seekers with the required Service Component that match the search criteria will be displayed on the PQCS screen.

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

Note: if the Service Update should be deferred, use the Defer option via the Status field.

Service Component 226 starts automatically when the job seeker enters the Compulsory Participation Interview youngest child 16 years Service Update profile.

• The Service Component 226 will be automatically started so the status of 'STA' (started) should display
• Remote job seekers will undertake a phone appointment for this Service Update when a phone number is recorded on the job seekers record. A face to face appointment may not be appropriate when no phone number is recorded on the job seekers record. Alternative Servicing arrangements should be considered for remote job seekers where appropriate

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

• For phone appointments, Service Officers should create a pre-call notification (SMS only) using Desktop Electronic Messaging Capability (DEMC). After creating the SMS, wait 5 minutes before making the outbound attempt to allow sufficient time for the message to be sent and received by the job seeker.
• If unable to contact the job seeker on the first attempt, try again approximately 15 minutes later. (Two contact attempts must be made to the job seeker)
• Sufficient detail about the outbound contact attempts must be included in a DOC/Note

Was contact with the job seeker successful?

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

The participation interview for principal carers when youngest child turns 16 years a Service Update is compulsory. The job seeker should contact Services Australia prior to the appointment if they are unable to attend, or to reschedule.

Failure to attend this appointment without a reasonable excuse means the job seeker has not met their mutual obligation requirements for JSP or YA.

If the job seeker did not:

• attend a scheduled compulsory participation interview (without rescheduling), their payment may be suspended for not attending an interview (FAI)

When considering whether to suspend payment, take into account:

• the existence and type of any vulnerability and its impact on the job seeker's capacity to comply
• barriers to participation for indigenous job seekers (if job seeker identifies as indigenous)
• any recent events (as documented) that may impact on the job seekers capacity to comply, or
• any other known factors that may indicate job seeker was unable to comply, or had a reasonable excuse for not doing so
• if referral to a specialist officer such as social workers, Indigenous Services Officers or Multicultural Services Officers is appropriate

If it is appropriate to manually suspend a job seeker for failing to attend (FAI) their appointment, see Suspension of JobSeeker Payment (JSP) and Youth Allowance (YA)

Create a DOC to record the decision to suspend:

• 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 the Fast Note DOC to the activity
• Include details of the reason for suspension - Failed to attend appointment on <date>. Attempts to contact the job seeker were made at <time> and <time>
• Record the Date of Event and Date of Effect fields
• Include the follow-up action required if the job seeker contacts
• If suitably skilled, the Service Officer needs to restore the payment and complete the outstanding appointment at the time of contact or
• If not suitably skilled to complete the appointment at first contact, the Service Officer MUST book a Compulsory Participation Interview for the job seeker to attend and restore payment if scheduled appointment is after the job seekers next reporting date.
• Select Continue to complete the Fast Note. The DOC will be attached to the started suspension activity on the AL screen
• Finalise the started activity on the AL screen

Issue a Q164 letter asking the job seeker to contact Services Australia.

They have 14 days + extra time for surface mail delivery to respond.

Determining the response due date

After issuing the letter, hold the work item until the day after the response due date. For job seekers in:

• major cities/regional areas, the response due date is 23 days from the day after the letter is issued:
  • letter issued (day 0) + 9 days to allow time for surface mail delivery +14 days to respond = 23 days
• remote areas and overseas, the response due date is 30 days from the day after the letter is issued:
  • letter issued (day 0) + 16 days to allow time for surface mail delivery + 14 days to respond = 30 days

If the due date falls on a public holiday or weekend, the due date will be the following business day.

If the job seeker has no or incorrect contact details recorded, create a Display on Access (DOA) DOC. Include:

• why the job seeker has been requested to contact
• the action to take if they do contact - Service Officer needs to review the job seekers contact details and conduct or book a Compulsory Participation Interview appointment for the job seeker to attend

• In Customer First, from Quick Links, select Appointments > Book and Manage Appointments
• Select and highlight the appointment details
• Select Did Not Attend
• Select Finish

Do not complete the outstanding Service Profile Update workflow. This will need to be completed if the job seeker is restored and the appointment undertaken within 13 weeks.

Procedure ends here.

Conduct principal carer Compulsory Participation Interview youngest child 16 years' Service Update - JobSeeker Payment (JSP) and Youth Allowance (YA) job seekers.

Prior to commencing the Participation Interview, if the job seeker has limited English language skills and their preferred language has been recorded, consider engaging an interpreter. See Interpreter Services

• Review the child(ren) in care linked to the job seekers record. Changes in the number/age of children in care could have an impact on the job seeker being assessed as a Principal Carer in the future or their ongoing entitlement to Parenting Payment Single or JobSeeker Payment.
• If no change has occurred, tell the job seeker they are no longer considered to be a principal carer for mutual obligation requirements purposes, now their youngest child is 16 years
• Confirm the Principal Carer Circumstance Details (PCCD) screen has been updated to NO, from the date of the child's 16th birthday
• If changes in the care of existing child(ren) linked to the job seekers record have occurred, complete a cold transfer to the Families Main Business Line on completion of the appointment to reassess the job seeker's principal carer status.
• If the job seeker has a current ‘Full Time Student – Principal Carer or Partial Capacity to Work’ status recorded for a past period and they are no longer studying full time, update the Newstart Education Status (NES) screen to reflect the jobseeker current circumstance.
  • Start Date field: code date child turned 16 +1 day.
  • Status field: Code NST - Not a Student.
    • See Part-time or full-time study as an approved activity for JobSeeker Payment (JSP) and/or
    • See Part-time or full-time study as an approved mutual obligation requirement for Youth Allowance (YA)
• Consider ongoing eligibility for mutual obligations requirement exemptions, for example, home schooling, distance education or foster care, which may extend past the child's 16th birthday, and are not subject to the job seeker being a principal carer. For further information see Exempting a job seeker from mutual obligation requirements due to special circumstances
• Discuss whether the child meets the secondary pupil child definition after turning 16 years old and therefore allows the job seekers to have the large family exemption if four or more children are in care
• For single job seekers who were previously granted an automatic principal carer exemption, advise their rate of JSP or YA will also reduce as they are no longer considered a principal carer
• Tell single job seekers of potential changes to their rate of payment and concession card entitlement due to their change in principal carer status. For single principal carers receiving JSP or YA:
  • ordinary income above the fortnightly income free area reduces payment at a different rate to that of other JSP recipients. These job seekers also have a higher fortnightly income limit. For further information see Income Test for single allowance customers
  • they lose entitlement to the Pensioner Concession Card (PCC) when they are no longer a principal carer of a dependent child unless qualified under a different criteria. See Pensioner Concession Card (PCC)
• If the job seeker is 55 years old or over, has been assessed as having Partial Capacity to Work (PCW), or not in receipt of Carer Allowance, the job seekers mutual obligations requirements will remain the same.
• If under 55 years old or the job seeker has not been assessed as PCW the flexibility of their previous mutual obligation requirements, such as the 'part-time requirements', will cease and they will have standard mutual obligation requirements
• Tell the job seeker
  • they must comply with compulsory requirements and the consequences if they fail to comply
  • how certain exemptions may apply if they are unable to meet their requirements

Discuss options with the job seeker as to how they can meet their new requirements, such as:

• actively seeking work as a job seeker
• maintaining job seeker registration with Workforce Australia online or an Employment Services Provider, or
• connect to a program of assistance, i.e, Inclusive Employment Assistance (if appropriate)

See Approved Activities included in Job Plan for further information.

Is the job seeker participating in an approved activity that will continue to fully meet their mutual obligation requirements?

• Yes, the Job Seeker Snapshot does not need to be updated. Go to Step 7
• No, update the Job Seeker Snapshot. Go to Step 6

The job seeker may already be connected to an Employment Services Provider and have a job seeker registration status of Fully Eligible Participant (FEP)/Remote Fully Eligible (RFE).

Irrespective, the job seeker's Job Seeker Snapshot should be reviewed/updated via the Participation Summary in Process Direct to reflect any changes in their circumstances. Determine any appropriate exemptions or refer them to the Assessment Services Team for an Employment Services Assessment (ESAt) where medical conditions are identified.

In Process Direct:

• select the Customer Summary tile from the Process Direct Landing page
• enter the job seeker's CRN, select Go
• select anywhere in the Search Results field to enter the job seeker's record
• select the More Options menu, select > Participation Summary > Job seeker registration & provider referral information > Start job seeker registration

At the completion of the Job Seeker Snapshot, the system will determine if a referral to an employment service is required.

To complete the service update, Go to Step 8

Centrelink managed job seekers are required to negotiate a Job Plan that reflects their new participation category and mutual obligation requirements. The Participation Summary displays who manages the job seeker for the purpose of the Job Plan. If the job seeker is undertaking an approved activity that fully meets their mutual obligation requirements and is Centrelink managed, renegotiate the job seeker Job Plan.

The Job Plan can start to be negotiated over the phone, however, can not accept verbal agreement over the phone. If the job seeker has an online account, they can agree to their Job Plan in their online account. Job seekers with no access to Self Service should be advised to attend the local service centre to sign the Job Plan within 14 days. Alternatively, can have their Job Plan posted to them with a Request for Information (CLK) letter. The letter must advise that if the Job Plan is not returned within 14 days of receiving the request, a suspension may apply. Service Officers should Add extra days to allow time for surface mail delivery.

See Negotiating Centrelink Managed Job Plans.

To complete the service update, go to Step 8.

Select one of the following options.

In Customer First:

• Launch the Service Profiling Update workflow via CRN/BP hyperlink > APPOINTMENTS Tab>
• select the Execute option for the Compulsory Part Ivw appointment within the actions column,
• Select Next
• Complete the Yes/No responses within the question set
• Select Finish located in the top left of the screen

Utilising the ‘execute’ icon from the appointment displayed will automatically update the status of the Service Component and update the appointment status to 'COM' (completed). If the Service Profiling Update workflow is generated from the Workspace, the appointment status is required to be manually updated to Completed.

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

To document the interview outcomes, go to Step 9.

In Customer First:

• Select the Service Profiling Update workflow within the workspace,
• Select the Principal Carer Compulsory Participation Interview - child turning 16 Service Update
• Select Next
• Complete the Yes/No responses within the question set
• Select Finish located in the top left of the screen

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

To document the interview outcomes, Go to Step 9.

Provide details in a closed DOC of the mandatory information provided to the job seeker, including key dates and mutual obligation requirements using Fast Note:

Select Auto Text, use Jobseekers > Update > Service Profiling Update Appointment

Procedure ends here.