Job seeker change of address 001-02070010

Job seekers can give their Employment Services Provider their new address details. The Employment Services Provider will tell the job seeker to contact Services Australia to discuss and confirm an updated home address. Services Australia will determine if there are any potential impacts on eligibility and/or ongoing entitlement.

• Any address details received from the Department of Employment and Workplace Relations (DEWR) (formerly known as the Department of Education, Skills and Employment (DESE)) will be on an individual basis only. If the job seeker has a partner, the partner will need to tell Services Australia separately of any change in their circumstances
• When Services Australia successfully receives an address update, the new information will show on the job seeker's record in the Services Australia system. However, the job seeker still needs to contact Services Australia to confirm the home address updates to satisfy the notification requirements under Social Security Law
• Postal address updates received from DEWR will be confirmed by Services Australia and no further follow-up action is required by the job seeker
• The Services Australia system will only accept updated information from DEWR where the job seeker is current on an income support payment at the time the information from DEWR is received (including suspended and on a zero rate)

Where new home address information has been received from DEWR that requires the job seeker to provide confirmation to Services Australia, the job seeker is reminded of their requirement to confirm the details with Services Australia by:

• Where the job seeker has a mobile phone number or email address and is registered for the Electronic Messaging (EM) service, the job seeker will receive a message to advise them to confirm the updated details with Services Australia within 7 days
• When the job seeker has not registered for EM or responded to the initial reminder, and they have not contacted Services Australia to confirm the changes within seven days, an automatic letter is sent. This tells them they must contact the agency within 14 days or their payment will be suspended
• Service Officers will be prompted to discuss the updated circumstances with the job seeker in any future contact. An Issue is presented to Service Officers to prompt them to discuss with the job seeker the changed address details. The Action Issue text will read 'Customer has changed home address details with employment services provider. Confirm these changes with the customer'
• Where the job seeker reports online, they are provided with an information message when accessing their record online or completing their reporting
• Where the job seeker reports via IVR they are provided with an information message when completing their reporting
• Once their reporting is finalised, the job seeker is re-directed to the correct skill tagged Service Officer to:
• confirm their change of home address, and
• take appropriate action on any other possible impacts on income support payment, for example, Living arrangements, Moving to an Area of Lower Employment Prospects (MALEP)
• Where the job seeker reports face-to-face (staff assisted), the Service Officer is provided with a message in the earnings and reporting workflow reminding them to follow up the job seeker's change of address details. The Service Officer must determine if the job seeker has reduced their employment prospects by moving to a new location. If the job seeker has moved to a non-metropolitan area, the Service Officer should investigate a possible Moving to an Area of Lower Employment Prospects (MALEP) employment related exclusion period. For more information see Moving to an Area of Lower Employment Prospects (MALEP) employment related exclusion period
• When the job seeker contacts Services Australia to discuss their updated home address details, check if the Action Issue is still displaying in Customer First. If so, select the Change in Contact Details hyperlink. The system will navigate to the Overview screen within the Change in Contact Details workflow. Select Continue to go to the Change in Contact Details screen
• If a customer current on Jobseeker Payment (JSP) enters a residential aged care facility, regardless of whether the customer has lodged medical evidence or not, Service Officers must see Request an Employment Services Assessment (ESAt) for specific instructions on how to request an ESAt for this customer

• select the Address and Accommodation options
• select Continue
• the system goes to the Address Details Summary (ADS) screen

• select the home address with DEWR or DESE - to be Confirmed recorded under the Origin Source column
• select Continue
• the system goes to the Address Details (AD) screen

In Customer First:

• If the job seeker has confirmed the home address provided by DEWR/DESE:
• select Yes in the Has the customer confirmed this address? question at the bottom of the screen
• the system goes to the Accommodation Details (AC) screen
• If the job seeker does not confirm the home address provided by DEWR/DESE, (for example, they have moved again):
• select No in the Has the customer confirmed this address? question at the bottom of the screen and select Delete Address
• this action will delete the home address updates sent by DEWR/DESE
• If the current address on the customer's record is correct, procedure ends here
• If the current address is not correct, record the customer's current address as per normal process
• If the job seeker's recorded address start date is incorrect, follow the process Updating address details Table 1 Step 3
• If the job seeker’s new address is in a new environment, follow the process in Inter-environment change of address (ICoA) transfer of a customer record

• Update Accommodation details
• See Completing the Accommodation Details (AC) screen and assessing Rent Assistance (RA)

If the job seeker has not contacted Services Australia to confirm these details within 14 days of the date the letter was issued, their payment will automatically suspend under a new reason of FCA - Failure to confirm DEWR Address.

Payment should only be restored once the job seeker contacts Services Australia to confirm their address details.

If after 13 weeks their payment is still suspended, their payment will cancel under reason FCA as per current process. Cancellation under this reason is non restorable.

When a customer moves to a new area but remains linked to the Employment Services Provider in their old area:

• Check the customer's Address Summary (ADS) and Address History (ADH) screens to ensure all current Address Types have been updated to the new address

If a customer's address has been correctly updated and the customer remains incorrectly linked to the provider in their previous area, tell the job seeker to contact their provider or to call the Department of Employment and Workplace Relations Customer Service Line. The Resources page contacts a link to the contact details.

Note: when a temporary address is recorded, job seekers will remain connected to the same Employment Services Provider and will need to comply with their mutual obligation requirements.

The Service Officer must determine if the job seeker has reduced their employment prospects by moving to a new location. If the job seeker has moved to a non-metropolitan area, the Service Officer should investigate a possible Moving to an Area of Lower Employment Prospects (MALEP) employment related exclusion period. For more information, see Moving to an Area of Lower Employment Prospects (MALEP) employment related exclusion period.

When a job seeker relocates from a region serviced by Workforce Australia to a CDP region, Services Australia's role is to record the job seeker's change of address. Following the change of address, DEWR will action the CDP referral.

In Process Direct this will display as 'pending' and both providers will be listed on the Current providers table within the Participation Summary > Online Diary screen until the job seeker attends the initial appointment with the CDP provider. At this contact, the job seeker will be 'commenced' with their CDP provider, which will result in the job seeker being 'exited' from Workforce Australia.

The same process applies in the reverse scenario, when a job seeker moves from a CDP to a non-CDP area.

When Employment Services Provider staff contact Services Australia requesting help with this transfer process, Service Officers may refer the provider to the relevant Contract Manager or the Department of Employment and Workplace Relations Systems Helpdesk. The Resources page contains a link to the contact details.