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Customer with an illness, injury or disability volunteers for employment services 001-02230010

This document outlines the process when a job seeker with an illness, injury or disability contacts Services Australia seeking employment services.

Inclusive Employment Australia (IEA) for customers with an illness, injury or disability

Step	Action
1	Volunteering for employment assistance + Read more ... A customer with an illness, injury or disability approaches Services Australia to volunteer for employment services. Is the customer currently employed but is about to lose their job? Yes, consider eligibility for assistance under the IEA Ongoing Support (Work Assist) program. Procedure ends here No, go to Step 2
2	Job Seeker Snapshot initiated Employment Services Assessment (ESAt) + Read more ... In Process Direct: Select Customer Summary from the Process Direct landing page Enter the customer's CRN, select Go In the customer's record select > Participation Summary > Job seeker registration & provider referral information > Job seeker snapshot history > Job Seeker Snapshot Has a Job Seeker Snapshot initiated Employment Services Assessment (ESAt) been triggered? Yes, go to Step 3 No, identify if the customer is eligible for: Workforce Australia Remote Australia Employment Service (RAES) Refer the customer to appropriate provider Procedure ends here
3	Work capacity + Read more ... Is there a current (if required) and valid assessment of the customer's work capacity? Yes, go to Step 4 No, go to Step 5
4	Refer the customer to appropriate employment services + Read more ... Refer the customer to the appropriate employment services provider IEA or Workforce Australia based on the outcome of the ESAt/JCA. Provide key messages about the recommended program. For a referral to: IEA, see Referring a customer to Inclusive Employment Australia (IEA) Workforce Australia, see Selection or allocation of a Workforce Australia employment services provider Code the referral. See: Referring a customer to Inclusive Employment Australia (IEA). Procedure ends here.
5	Request an ESAt + Read more ... From the 1 November 2025, a DSP recipient or NDIS participant that has a valid ESAt/JCA can be referred to IEA, regardless of the age or referral recommendation. A new ESAt is only needed for these participants if there has been a change of circumstance which would make the previous ESAt/JCA invalid. Note: NDIS participants should be told to directly register with their preferred IEA provider. The provider will then request an ESAt if needed Is the customer receiving Disability Support Pension (DSP)? Yes, the correct processes must be followed for an ESAt referral for a DSP customer volunteering for employment services, or Participation requirements for Disability Support Pension (DSP) customers under 35 years of age Procedure ends here No, make a request for an ESAt. Go to Step 6
6	Check and action ESAt report + Read more ... The Assessor will complete a holistic assessment of the customer's capacity to work and identify appropriate interventions and referrals. Generally, the Assessor will directly refer the customer to the most appropriate service as part of the assessment, which may include Workforce Australia, Remote Australia Employment Service (RAES) or Inclusive Employment Australia (IEA). On return, check and action the ESAt report. This involves checking that referrals to employment assistance are consistent with the information in the report.