Enquiries and release of information to Employment Services Providers 001-02070020

There are limits to the information Services Australia can provide to Employment Services Providers. While some information collected by Services Australia is available to providers through the Department of Employment and Workplace Relations (DEWR) computer systems, other information can only be disclosed to the providers where the job seeker gives permission. This includes some information contained on the Job Seeker Snapshot screens, assessment statements and sensitive or personal information.

Providers are contracted by DEWR to provide assessment or assistance services for working age customers. These include:

• Workforce Australia
• Workforce Australia - Transition to Work (TtW)
• Community Development Program (CDP)

Information exchanged between DEWR, providers and Services Australia is governed by sections 202 to 204 of the Social Security (Administration) Act 1999 and the Privacy Act 1988.

Section 202(2A) of the Social Security (Administration) Act 1999 outlines the reasons for disclosing protected information. These reasons include:

• facilitating a customer's access to services offered by the provider
• facilitating the provider's efficient and effective performance of their duties under their contract with the Commonwealth
• facilitating effective administration by the Commonwealth in matters relating to the provider's contract to deliver services. (This includes facilitating the provider to make claims for outcomes payments in relation to a customer)

When contacted by a provider with a request to release customer information, Service Officers need to follow these guidelines:

• Authenticate the provider. Where a Service Officer does not know the provider, they need to use callback procedures in order to verify the provider before discussing job seeker details
• When verbal confirmation is received from the provider that the customer has signed a DEWR consent to release information form, or if the customer is giving consent over the phone while with the provider, confirm the job seeker's identification and obtain verbal consent for the release of information from the job seeker
• Document the event on the job seeker's record including method of consent and information released

Employment Services Providers must use appropriate channels to contact Services Australia.

Employment Services Providers can contact the Participation Solutions Team (PST) for general (non-urgent) queries about:

• the status of an exemption from mutual obligation requirements
• the status of an Approved Activity (for example, part-time work)
• a job seekers participation category, for example, full-time versus part-time requirements (Principal Carer/Partial Capacity to Work (PCW) or Mature Age)
• withdrawing compliance action (CDP Providers only)
• explanation of compliance outcome/decision

Providers must use the Template for Employment Provider Queries to Services Australia - Participation Solutions Team located in the Provider Portal when emailing the PST. Providers should email PST (using the external contact details) for non-urgent enquiries.

Providers can contact the PST by phone (using the external contact details) if:

• the job seeker is with the provider, and
• urgent action is required by Services Australia for the provider to continue servicing the job seeker

Providers should encourage job seekers to contact Services Australia via the Centrelink employment services line when:

• a new request for a mutual obligation exemption is needed
• the job seeker disagrees with an exemption decision, for example, a temporary incapacity exemption not granted

Providers can contact the Centrelink employment services line on the job seeker's behalf if:

• the job seeker is with the provider, or
• the provider is conference calling with the job seeker from their telephone

Providers should be referred to the supporting document 'Employment Services Providers contacting Services Australia' located in the Provider Portal when they contact with queries seeking information about:

• general servicing of job seekers
• Employment Services Assessments (ESAt) or ESAt outcomes
• making a referral for an ESAt
• a potential or known ICT issue

As part of the Employment Services Assessment (ESAt) and Job Capacity Assessment (JCA) process, the Assessor is required to complete an electronic report. This report is created and maintained in DEWR Employment Services System (ESS).

Services Australia staff may access the entire contents of the completed ESAt/JCA report electronically and may print the report for the purpose of appeals or other valid reasons.

Employment Services Providers with access to the ESS will be able to view some parts of the report electronically. However, they do not have access to medical information which is provided by the Assessor specifically for Services Australia to make an income support decision and is, therefore, not appropriate for a provider to view.

Assessment Services have access to all relevant information required to make an accurate assessment of an individual's work capacity. This information includes relevant historical and current information relating to the individual currently held by Services Australia, service providers and DEWR.

In order for the Assessor to consider a partial capacity to work status, medical evidence of the customer's impairment is required. A Services Australia Medical Certificate (SU415) or equivalent which provides information about the permanency of the condition is sufficient for this purpose. Customers should be advised that no assessment for reduced requirements can be completed by the Assessor without this medical evidence. Customer consent for this information to be forwarded to an Assessor is included on the SU415. Medical evidence will be collected by Assessment Services before the scheduled appointment.

Direct contact may take place in some circumstances between Services Australia and Assessors who are undertaking or have undertaken an ESAt/JCA for a customer. This may include cases where Services Australia contacts the Assessor to query an outcome, or an Assessor contacts Services Australia seeking medical information about the customer.

The following additional information must also be made available to the Assessor on request:

• Job Seeker Snapshot responses and history
• medical certificate lodgement history
• previous exemption history
• program referral and outcomes history
• payment history
• DES Program Summary Reports where appropriate
• other appointment bookings, and
• impairment ratings and manifest history

A DOC should be raised to record the request from the provider. This same DOC should be annotated to reflect that the request was acted upon.