JobSeeker Payment (JSP) and Youth Allowance (YA) (Provisional) 008-02080000

Has the customer lodged a DSP claim?

• Yes, and they are:
• not getting JSP or YA, go to Step 2
• getting JSP or YA, go to Step 6
• No, see Claiming DSP. Procedure ends here

DSP online claim

Customers who are 22 years or older and not getting an income support payment are asked if they want to claim JSP as part of the DSP online claim workflow.

If the customer selects:

• Yes, they need to book a Job seeker online claim appointment before they can submit their claim:
• check an appointment has been booked. If an appointment has not been booked, book one for the customer (towards the end of the online claim)
• procedure ends here
• No, and they now wish to claim a provisional payment, go to Step 3

YA (Provisional) is not part of the DSP online claim. Customers need to lodge a separate online claim for YA.

DSP paper claim SA466 or SA494

If a customer submits a paper claim for DSP and they have requested to be assessed for a provisional payment pending the assessment of their DSP new claim:

• make sure the Claim for Disability Support Pension (SA466) or Claim for Disability Support Pension for a Terminal Illness (SA494) is scanned to the customer's record. This will create a DSP new claim Social Online Application (SOA) and an automatic Medical Assessment Team (MAT) referral
• go to Step 3

If the DSP claimant is not on another income support payment, use the following script:

• 'You may be eligible for other payments or services such as JobSeeker Payment, Youth Allowance or Parenting Payment while your claim for Disability Support Pension is being assessed.
• 'If you are paid a JobSeeker payment or another payment with mutual obligation requirements, you will be exempt from looking for work while your claim for Disability Support Pension is being assessed. Any exemption periods will not count towards participation in a Program of Support.
• 'If your Disability Support Pension claim is unsuccessful, your exemption will automatically end and you will remain on JobSeeker Payment or Youth Allowance which may include mutual obligation requirements'

The customer can be exempt from their mutual obligation requirement to look for work until their DSP claim is determined. However, the exemption periods will not count towards the completion of a Program of Support (POS).

JSP/YA (Provisional) conditions do not apply if the DSP claim has been rejected, and:

• the customer is awaiting the outcome of a formal review of the decision by an Authorised Review Officer (ARO), or
• review of the decision by the Administrative Review Tribunal (ART)

Note: for customers in vulnerable circumstances, see Intent to claim and vulnerable customers and Prioritising Disability Support Pension (DSP) claims for terminally ill customers.

Does the customer have a partner?

• Yes:
• If the partner is not currently getting an income support, for example, JSP or PP, check eligibility and invite the partner to make an online claim
• If the customer has dependent children, check whether they or their partner is getting Family Tax Benefit (FTB). If not, tell the customer to claim for FTB online
• If they are unable to claim online, offer to run ACC if the partner is available. If not, issue the appropriate claim form and tell them to lodge the claim immediately
• Go to Step 4
• No, go to Step 4

If the customer contacts after lodging a paper DSP new claim, or they selected No to JSP in their DSP online claim, and they indicate they need income support pending the assessment of their DSP new claim:

• tell them to submit a JSP claim online
• if they are unable or unsuitable to complete a claim online, run ACC. Go to Step 5
• if all required documents have been provided, book a participation interview and tell the customer the appointment details

See Claiming JobSeeker Payment (JSP).

Procedure ends here.

For ACC:

• run ACC and complete the Participation interview. The customer must be registered as a job seeker. Complete the Job seeker online claim appointment
• when a DSP claim is submitted online, via ACC or a paper claim is scanned a DSP new claim SOA is created. A new claim activity is not created in Customer First
• make sure the SA466, SA439 or SA494 is scanned to the customer's record or an online claim has been submitted. If there is no DSP new claim SOA on the record, index the DSP claim

Has all documentation or verification been provided?

• Yes:
• proceed to finalise the JSP/YA claim
• from the Transaction Summary (TS) screen in Process Direct select Process
• use Super Key to go to the Activity and Exemption Summary (AEX) in the online claim and select Add new row
• in the Activity Type field, select DSP - Claiming DSP
• the start date of the exemption is the date the DSP claim was lodged. The period of a 'claiming DSP' exemption is initially for 13 weeks. If the DSP claim is still undetermined when the exemption is due to expire, extend this for a further 13 weeks. Tell the customer if their DSP claim is rejected, the 'DSP' exemption will be end-dated and they will need to meet mutual obligation requirements
• record the start and current end dates of the exemption
• Save
• tell the customer of their reporting requirements
• record the details on a DOC detailing the exemption, reason and date
• see Processing JobSeeker Payment (JSP) claims or Processing Youth Allowance (YA) (jobseeker) claims
• procedure ends here
• No, encourage the customer to provide documentation as soon as possible so they can submit their claim. Procedure ends here

JSP or YA (Provisional) conditions do not apply if the DSP claim has been rejected and the customer is awaiting one of the following:

• an explanation of decision to reject their claim
• the outcome of a formal review of the decision by an Authorised Review Officer (ARO), or
• review of the decision by the Administrative Review Tribunal (ART)

If the customer requests a review of a decision to reject their DSP claim, the 'Claiming DSP' exemption cannot be applied during the review process. If the DSP claim is rejected, go to Step 8.

Make sure the SA466 or SA494 form is scanned to the customer's record or an online claim has been submitted. If an SA494 has been scanned, and there is no DSP NCL in process, see Prioritising Disability Support Pension (DSP) claims for terminally ill customers.

Go to Step 7 when DSP claim is lodged.

All customers getting JSP/YA (except for non-protected SCV holders) are exempt from their mutual obligation requirements for the period their DSP claim is being determined, until the claim is finalised.

Record a 'claiming DSP' exemption, regardless of the customer's existing activity type, including where they are already exempt for another reason. Do not record a 'claiming DSP' exemption if the customer asks for the exemption to:

• be removed, or
• not be applied

For example, because they want to remain connected to employment services. Tell the customer they may be subject to job seeker compliance penalties if they fail to:

• participate in employment services, or
• meet any provider requirements

Encourage customers to inform their provider if they have lodged a DSP claim.

Note: if the AEX screen is coded with 'claiming DSP' exemption and JSP/YA customer is suspended for TCF, tell the customer to contact their provider. See Targeted Compliance Framework.

Period of exemption

The start date of the exemption is the date the DSP claim has been lodged. The period of a Claiming DSP exemption is initially for 13 weeks. A review activity is created 7 days before the end date of exemption. The activity will automatically send a letter to the customer telling them when the exemption will end and they will need to meet any requirements to continue payment. There is no staff action/activity that will trigger staff to extend the claiming DSP exemption if the claim is not finalised. The customer may contact after getting this letter. The exemption can be extended for a further 13 weeks at a time (start date from end date of previous Claiming DSP + 1) if the:

• DSP claim is still undetermined, and
• the customer contacts

This is to cover the full period until the DSP claim is finalised.

• there should be no gap in the exemption while the DSP claim is pending assessment, unless the customer wants to engage in a Program of Support (POS)
• if the DSP claim is rejected, the Claiming DSP exemption is automatically end-dated and the customer will need to meet mutual obligation requirements
• do not end date a previous exemption for a different reason (incapacitated, large family, foster carer, etc) unless the previous exemption is no longer correct. This may impact the customer's correct rate of payment. The DSP exemption can be coded on another line within the AEX screen

To code the AEX screen in Process Direct:

• within a DSP Claim (Disability processing staff only), see Streaming a new claim for Disability Support Pension (DSP)
• outside a DSP Claim activity (for non-Disability processing staff):
• select Customer Summary from the Process Direct landing page
• enter the customer's CRN, select Go
• key 'AEX' in the Super Key field, select Enter
• Activity and Exemption Summary (AEX) will display
• select Add New Row
• Create Activity and Exemption Summary (AEX) will display
• select DSP - Claiming DSP in the Activity Type field
• the start date of the exemption is the date the DSP claim was lodged. The period of a Claiming DSP exemption is initially for 13 weeks. If the DSP claim is still undetermined when the exemption is due to expire, this is generally extended for 13 weeks at a time (start date from end date of previous Claiming DSP exemption +1). Tell the customer if their DSP claim is rejected, the 'DSP' exemption will be end-dated and they will need to meet mutual obligation requirements. Select Save
• complete the Receipt Date and Channel fields, select Save
• select Assess and address any errors/warnings
• finalise the transaction by selecting Assess again, then select Finish. Record details of the update on the Finalise screen
• select Finalise to complete the transaction

See Processing JobSeeker Payment (JSP) claims or Processing Youth Allowance (YA) (jobseeker) claims

If DSP claim is granted, payment of JSP/YA (Provisional) is automatically cancelled. Procedure ends here.

If DSP claim is rejected:

• the 'Claiming DSP' exemption on the AEX screen is automatically end dated
• the customer remains on JSP or YA (job seeker) and must satisfy their mutual obligation requirements
• use the Assessor's report to determine the customer's work capacity and whether they are assessed for JSP or YA with a Partial Capacity to Work (PCW) or Temporary Reduced Work Capacity (TRWC)
• check the Assessor's report to see whether an exemption for a temporary incapacity is appropriate. Check the Medical Conditions Details (MC) screen for a 'not accepted' medical certificate which has not yet expired. If one is present, grant the customer an exemption based on the Assessor's report. See Centrelink Medical Certificate (SU415 or SU683)
• if the customer is required to satisfy mutual obligation requirements, a Job Plan will need to be negotiated for Centrelink managed job seekers or a referral made to an Employment Services Provider. Check that the Assessor has made a referral to a provider. If the job seeker is provider managed, the provider is responsible for negotiating the Job Plan. Use the recommendations in the Assessor's Report to negotiate suitable activities and requirements for the job seeker. See Checking and actioning an Employment Services Assessment (ESAt)/Job Capacity Assessment (JCA) report
• if the DSP claim is manifestly rejected without a JCA, an ESAt is required to determine the customer's ongoing work capacity. This will make sure their mutual obligation requirements are appropriate. Check if there is already a current and valid assessment of the job seeker's work capacity before making the ESAt referral