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Actioning automatic activities of a current Employment Services Assessment (ESAt) referral 001-02320070

This document outlines a summary of Employment Services Assessment (ESAt) automatic activities, including their purpose and action required by staff.

Automatic activities - Processes for the ESAt

This table describes details of automatic activities for the ESAt process.

Item	Description
1	Identifying customers who require an ESAt referral A JSR/UPD activity with a keyword of 'ESAREFRQ' indicates an ESAt is required. It is created when a Job Seeker Snapshot has been run for a customer and identifies the need for an ESAt. Note: an ESAt is not required in all cases, including: where a current and valid assessment of the customer's work capacity can be reapplied the requirement for an ESAt has been withdrawn, because the customer does not have significant barriers to employment, or the ESAt flag was raised incorrectly because the customer's original Job Seeker Snapshot responses did not reflect their circumstances and have now been clarified Keywords: ESAREFRQ Activity code: JSR/UPD Activity text: 'Go to Online Diary to book ESAt appt after obtaining medical evidence.' What triggers the activity: Job Seeker Snapshot has identified the need for an ESAt Action required by staff: Reapply current and valid assessment of customer's work capacity or withdraw the request if appropriate. Service Officers must not book an ESAt. Assessment Services will book an ESAt via Online Diary if required. Activities should be managed according to Actioning a pending Job Seeker Snapshot initiated Employment Services Assessment (ESAt) activity.
2	Employment Services Provider has requested an ESAt referral A RFL/UPD activity with a keyword ‘TT927’ indicates an ESAt has been requested by a provider. It is created when a Provider submits an ESAt request electronically. An ESAt is not required in all cases, including: where there is a current and valid assessment of the customer's work capacity the requirement for an ESAt has been withdrawn because medical evidence has not been provided, an assessment is already in progress, or the Provider has requested withdrawal Keywords: TT927 PESATDR or PESATCOC Activity code: RFL/UPD Activity text: ESAt request received. Please review customer circumstances and only refer for an ESAt if one is required. What triggers the activity: Employment Services Provider has identified the need for an ESAt and submitted a request electronically Actions required by staff: Screen record and determine if an ESAt is required or withdraw the request if appropriate. Service Officers must not book an ESAt. Assessment Services will book an ESAt via Online Diary if required. See Managing Non-Attendance at an Employment Services Assessment (ESAt).
3	Customer provides medical evidence for deferred ESAt A JSR/UPD activity with a keyword of 'PNDMEDEV', indicates an ESAt is required. It is created when medical evidence is provided for a deferred ESAt referral. Keywords: PNDMEDEV Activity code: JSR/UPD Activity text: 'Go to Online Diary to book ESAt appt after medical evidence received.' or 'If no new evidence, check if ESAt can be done with existing evidence.' What triggers the activity: ESAt deferred referral review will become active when medical evidence is scanned into eMIFE or when the review date is reached. Action required by staff: Service Officers must not book an ESAt. Assessment Services will contact the customer and book an ESAt appointment where medical evidence has been provided. The requirement for an ESAt may also be withdrawn in some circumstances. Activities should be managed according to Actioning a pending Job Seeker Snapshot initiated Employment Services Assessment (ESAt) activity. Note: if no new medical evidence is provided, Assessment Services will check if an ESAt can be conducted using existing evidence.
4	Customer failed to attend an ESAt appointment There are several different types of activities created for customers with mutual obligation requirements, whose payments may be suspended if they fail to attend an appointment with their Assessor. A JSR/UPD activity with a keyword of 'ESATATT' is created for all customers: experiencing vulnerability with mutual obligation requirements, and whose payment is suspended with reason: 'ES1' (failed to attend first cycle ESAt appointment), or 'ES2' (failed to attend second cycle ESAt appointment) This activity acts as a flag on the customer record, to ensure that customers experiencing vulnerability are offered appropriate support to re-engage with their Assessor. It should not be cancelled, but may be held pending contact from the customer. A Manual Follow Up (MFU) activity (also with keyword of 'ESATATT') is created to notify Services Australia that the customer's payment can be immediately restored, where the customer has: arranged a new ESAt appointment, or attended their appointment with the Assessor A small number of these MFU activities have a keyword of 'JCAP1' (instead of 'ESATATT'), when the customer has arranged a new ESAt appointment. The action required on these activities is the same (payment can be immediately restored). Scenario 1 Keywords: ESATT Activity code: JSR/UPD Activity Text: 'Vulnerable customer's payment suspended as did not attend ESAt, may need more support. In Process Direct, select ESAt Attendance Workflow to book new appt.' What triggers the activity: The activity is triggered when customers experiencing vulnerability who are on payments with mutual obligation requirements, have been suspended because they failed to attend an ESAt appointment. Customer has been sent a letter advising that payments are suspended and requesting them to contact the agency to arrange a new ESAt appointment. Action required by staff: This customer has been identified as potentially vulnerable, and likely to require additional support to re-engage with their Assessor. Contact the customer to ensure that they are offered appropriate support. For example, a customer with a suspected mental illness may have limited insight into why they were referred for an assessment. Consider other options such as 'walk-ins' for customers who may have difficulty attending a booked appointment. Action via Employment Services Assessment (ESAt) Attendance workflow. See Job Capacity Assessment (JCA) and Employment Services Assessment (ESAt) appointments. Scenario 2 Keywords: ESATATT (some activities have keyword JCAP1 instead) Activity code: JSR/UPD Activity text: This customer's payments can be restored as their ESAt appointment has been rescheduled by their provider. What triggers the activity: The ESAt appointment has either been rescheduled or they have attended the appointment. Action required by staff: Restore the customer's payments from date of suspension by selecting the Employment Services Assessment (ESAt) Attendance workflow from the Task Selector in Process Direct. Ensure full arrears are paid where applicable. See Job Capacity Assessment (JCA) and Employment Services Assessment (ESAt) appointments.
5	Customer with a Payment Nominee or with a medical condition of LIQ - IQ less than 70 failed to attend an ESAt appointment There are several different types of activities created for customers with mutual obligation requirements, whose payments may be suspended if they fail to attend an ESAt appointment. A JSR/UPD activity with a keyword of 'JSAATT' is created for all customers with: a Payment Nominee, or a medical condition of LIQ - IQ less than 70, and who failed to attend an ESAt appointment, and need to make a new appointment This activity acts as a flag on the customer record, to ensure that customers experiencing vulnerability are offered appropriate support to re-engage with their Assessor. It should not be cancelled, but may be held pending contact from the customer. A Manual Follow Up (MFU) activity (also with keyword of 'JSAATT') is created to notify Services Australia that the customer's payment can be immediately restored, where the customer has: arranged a new ESAt, or attended their appointment with the Assessor A small number of these MFU activities have a keyword of 'JCAP1' (instead of 'JSAATT'), when the customer has arranged a new ESAt appointment. The action required on these activities is the same (payment can be immediately restored). Scenario 1 Keywords: JSAATT Activity code: JSR/UPD Activity text: 'Payment suspended for customer with a Nominee or with a medical condition of LIQ- IQ less than 70 as they did not attend ESAt, may need more support. Go to ESAt Attendance Workflow to book new appt.' What triggers the activity: Payments for a customer with a Nominee or with a medical condition of LIQ- IQ less than 70 have been suspended because they failed to attend an ESAt appointment. Customer has been sent a letter advising that payments are suspended and requesting them to contact the agency to arrange a new ESAt appointment. Action required by staff: This customer has been identified as potentially vulnerable, and likely to require additional support to re-engage with their Assessor. Contact the customer to ensure that they are offered appropriate support. For example, a customer with a suspected mental illness may have limited insight into why they were referred for an assessment. Consider other options such as 'walk-ins' for customers who may have difficulty attending a booked appointment. Action via Employment Services Assessment (ESAt) Attendance workflow. See Job Capacity Assessment (JCA) and Employment Services Assessment (ESAt) appointments. Scenario 2 Keywords: JSAATT (Some activities have keyword JCAP1 instead) Activity code: JSM/MFU Activity text: This customer's payments can be restored as their ESAt appointment has been rescheduled by their provider. What triggers the activity: The ESAt appointment has either been rescheduled or they have attended the appointment. Action required by staff: Restore the customer's payments from date of suspension (either via Benefit Action (BA) screen or Employment Services Assessment (ESAt) Attendance workflow via Task Selector in Process Direct). Ensure full arrears are paid where applicable. See Job Capacity Assessment (JCA) and Employment Services Assessment (ESAt) appointments.
6	ESAt report submitted, awaiting action by Services Australia An ESAt report work item with keyword of 'REPORT', 'VOLNTR' or 'REFER' is created when the Assessor submits the ESAt report, and it is awaiting action by Services Australia to accept or return (reject) the report. The keywords 'REPORT' and 'VOLNTR' both indicate that the report is submitted by the Assessor, awaiting acceptance by the agency. The action required by the agency is the same for both activities. Note: the keyword 'VOLNTR' does not indicate that the customer has voluntary participation requirements. The keyword 'REFER' indicates that the Assessor has reopened the report after submitting it and some information may be changed. Action is still required by the agency to accept the submitted report, as for 'REPORT' and 'VOLNTR'. These activities all have a common keyword of 'TT122', which is also shared with referrals finalised as 'unable to complete'. Scenario 1 Keywords: TT122, REPORT, ESAt What triggers the activity: Report submitted by Assessor awaiting acceptance by the agency Action required by staff: In Process Direct, select the ESAt report work item from Transactions. View submitted ESAt report. Accept or return (reject) report. See Checking and actioning an Employment Services Assessment (ESAt) report. Scenario 2 Keywords: TT122, VOLNTR, ESAt What triggers the activity: Report submitted by Assessor awaiting acceptance by the. Action required by staff: In Process Direct, select the ESAt report work item from Transactions.. View submitted ESAt report. Accept or return (reject) report. See Checking and actioning an Employment Services Assessment (ESAt) report. Services Australia procedures for reviewing and accepting an ESAt report are the same, regardless of whether the keyword is REPORT or VOLNTR. Scenario 3 Keywords: TT122, REFER, ESAt What triggers the activity: Report reopened and (re)submitted by Assessor, awaiting acceptance by the agency. Action required by staff: In Process Direct, select the ESAt report work item from Transactions. View submitted ESAt report. Accept or return (reject) report. See Checking and actioning an Employment Services Assessment (ESAt) report. Staff reviewing and accepting the report should focus on information in the report that has been updated by the Assessor.
7	Payment suspension due to non-attendance at ESAt appointment, but payment now manually restored A JSR/UPD activity: is created when a customer’s payment is manually restored with the reason NLR or CAN can occur after the customer has failed to attend an ESAt appointment and their payment was suspended ES1 or ES2 cannot be cancelled, and does not impact the customer’s record Scenario 1 Keywords: ESATNLR Activity code: JSR/UPD Activity Text: “Contact Assessor and ask for ESAt to be cancelled UTC” Action required by staff: Email Assessment Services and ask to cancel ESAt - Unable to complete (UTC). Scenario 2 Keywords: ESATCAN Activity Code: JSR/UPD Activity Text: “Contact Assessor and ask for ESAt to be cancelled UTC” Action required by staff: Email Assessment Services and ask to cancel ESAt - Unable to Complete (UTC).
8	ESAt referral finalised as 'unable to complete' An ESAt report work item is not created when a referral is finalised by the Assessor as 'unable to complete', as there is no report to be accepted or returned. However: if the customer is receiving a payment with mutual obligation requirements and their payment has been suspended (with reason 'ES1' or 'ES2'), action will be required to reconnect the customer to their Assessor via the Employment Services Assessment (ESAt) Attendance workflow via Task Selector in Process Direct. See Job Capacity Assessment (JCA) and Employment Services Assessment (ESAt) appointments if the customer has been referred to the Assessor as a DSP volunteer (or not claiming or receiving a payment with mutual obligation requirements), action may be required to inactivate the customer's job seeker registration, to ensure that their Job Seeker Snapshot status does not remain pending. See Actioning a pending Job Seeker Snapshot initiated Employment Services Assessment (ESAt) activity Action required by staff: The action required will depend on the customer's payment type and reason for referral.
9	RFL/WSS activity The RFL/WSS activity creates in Customer First when the Income Support Determination fails to send to DEWR, after the ESAt report has been accepted. Action required by staff: In Customer First from the Activity List (AL) screen, select: the RFL/WSS activity Continue button This will attempt to automatically resend the data to DEWR. If the activity fails, escalate to ICT via mySupport.