Accessing a PST-skilled social worker 003-12080010

If a customer talks about suicide, self-harm or harm to others, or the staff member has concerns the customer may be at risk of harm:

• Transfer the call to a social worker on the Social Work Line
• Choose IVR 'option 1' for urgent access to the next available social worker

Note: the PST-skilled Service Officer must warm transfer the customer to the social worker.

PST-skilled Service Officers must connect a customer at risk of suicide or self-harm immediately with a social worker, regardless of the reason for the customer's contact with PST.

If there is outstanding compliance action and if it is appropriate, the social worker will warm transfer the customer to a PST-skilled Service Officer using the 'PST CCA Handback' queue in Services Australia Workspace.

For consultations during a Comprehensive Compliance Assessment (CCA):

• Use the 'PST CCA SWO Assess' queue in Services Australia Workspace. Put the customer on hold while the consultation takes place
• The PST-skilled Service Officer (SO5) must explain the reason for seeking a consult from a PST-skilled social worker. This should also include any information already obtained during the discussion with the customer.

If the PST-Service Officer and PST-skilled social worker determine a 3-way call is required, go to Step 3.

For consultations during a Capability Assessment and/or failure investigation:

• Phone the Social Work Line by selecting 'Social Work Centrelink staff' in Services Australia Workspace. Put the customer on hold while the consultation take place
• Choose Option 4 - 'If you are calling to consult about a Capability Assessment or mutual obligation failure'
• The PST-skilled Service Officer must explain the reason for seeking a consult from a PST-skilled social worker. This should include any information already obtained during the discussion with the customer

If the PST-Service Officer and PST-skilled social worker determine a 3-way call is required, go to Step 3.

The PST-skilled Service Officer will:

• tell the customer a social worker will join the call, and
• stay on the phone while the social worker talks to them

The PST-skilled Service Officer must not put the headset down but can leave the 3-way call if the content is sensitive and becomes distressing. The PST-skilled Service Officer must tell the social worker through a Microsoft Teams message that they have left the call.

Once the PST-skilled Service Officer has enough information to make the decision, the call ends. The customer and the social worker can stay on the call if needed.

• The PST-skilled social worker must document the consultation as per Recording participation and compliance interventions in the Social Work Information System (SWIS)
• The PST-skilled Service Officer must use the relevant failure workflow to document their consultation with a PST-skilled social worker

If a social worker has taken over a call and there is outstanding compliance action, the social worker will warm transfer the customer to a PST-skilled Service Officer using the 'PST CCA Handback' queue in Services Australia Workspace.

Cold transfer the customer to 'PST CCA SWO Assess' in Services Australia Workspace. Only warm transfer in exceptional circumstances.

The PST-skilled social worker will use the Completing a Comprehensive Compliance Assessment (CCA) to complete the CCA.

Before transferring the CDP participant back to a PST-skilled Service Officer, the PST-skilled social worker must tell the CDP participant the following:

• They must stay on the phone
• They need to speak with a Service Officer who will make a decision
• This Service Officer will consider the information in the CCA report and other information available to decide if a serious failure has occurred, and
• They can discuss waiver options if the serious failure penalty is applied

If the call is disconnected for any reason, the social worker must call the CDP participant back by midday the next business day.

If they do not the CDP participant back, this may affect their payments if the serious failure is applied. The CDP participant can have the penalty waived if they agree to attend a waiver re-engagement appointment. They will only be entitled to a waiver from the date they contact and agree to attend a waiver re-engagement appointment. It is important that they re-contact PST before midday on the following business day.

The PST-skilled social worker must cold-transfer the CDP participant to a PST-skilled Service Officer using the 'PST CCA Handback' queue in Services Australia Workspace.

Note: a warm transfer should only occur in exceptional circumstances.

When all compliance action is complete and the customer needs immediate social work crisis intervention, PST-skilled Service Officers can make a general referral. See Social work service referral.