Quarterly Participation Interviews for Partial Capacity to Work and Temporary Reduced Work Capacity (0-7 or 8-14 hours per week) job seekers 001-09070190

Is the job seeker's payment current?

• Yes, go to Step 2
• No, ISP is SUS-FAI (Failed to attend an interview), go to Step 3

If the job seeker advises their QTI has not been conducted at the scheduled time, review the job seeker's record for DOCs about previous contact attempts.

Does the Service Officer have the appropriate training/skills and have the capacity and capability to conduct the interview now?

• Yes, go to Step 5
• No, go to Step 4

Advise the job seeker:

• they have been suspended for missing their appointment
• if they are unable to attend any appointment requested of them, they must make contact before the appointment to reschedule to avoid suspension in the future

Does the Service Officer have the appropriate training/skills and have the capacity and capability to conduct the interview now?

Yes:

• Go to the Benefit Action (BA) screen to code the restoration activity:
• Service Reason: field: select or key the type of benefit
• Action field: key RES
• Reason: leave blank
• Effect Date: DPT + 1 (arrears are paid if entitled)
• Source: select relevant source
• Date of Receipt: today
• DOC the restoration. Use Fast Note - select Auto Text, use Generic > SUS/CAN/RES > Restore (Payment Type) DOV
• go to Step 5 to conduct the interview now

No, go to Step 4.

Book a Quarterly Participation Interview appointment for the next available time.

In Customer First:

• From Quick Links, select Appointments > Book and Manage Appointments
• Select Create Appointment
• Appointment Type: select Quarterly Participation Ivw
• Appointment Channel: select Phone (Face to Face if no contact details)
• Service Reason: select appropriate ISP

If the rescheduled appointment is in the next 5 business days, tell the job seeker the time and date because no appointment advice is issued.

Advise the job seeker their payment will be restored once the interview is conducted.

Procedure ends here.

A QTI is a compulsory requirement for job seekers assessed as having a:

• Partial Capacity to Work (PCW) of 0-7 or 8-14 hours per week, or
• Temporary Reduced Capacity to Work (TRWC) of 0-7 or 8-14 hours per week.
  Note: if the job seeker is assessed as having a TRWC of 0-7 or 8-14 hours per week for less than 12 weeks, they will only be required to attend a QTI Initial appointment

A job seeker will be identified as requiring a QTI when:

• an Employment Services Assessment (ESAt) report or a Job Capacity Assessment (JCA) report determines the job seeker has a PCW or TRWC of 0-14 hours per week, including TRWC for less than 12 weeks duration, and
• the ESAt/JCA has been accepted and recorded by the agency

Go to Step 6.

• The ESAt or JCA report is accepted, triggering the start of the QTI requirements
• The Service Component 707 (QTI Initial Phone) or 708 (QTI Initial Face to Face) will automatically start when the ESAt/JCA report is accepted. The Initial QTI appointment type is automatically booked for 2 weeks after the ESAt/JCA acceptance date. Note: the QTI Initial appointment also applies to job seekers who are assessed with TRWC of 0-7 or 8-14 hours per week for less than 12 weeks
• Once the QTI Initial interview is completed with all relevant actions coded correctly (for example, QTI activity is coded on the Activity and Exemption Summary (AEX) screen), the ongoing QTI interview will be scheduled for job seekers assessed as PCW or TRWC of 0-14 hours for 12 weeks or more
• Service Component 710 (QTI Ongoing Phone) or 711 (QTI Ongoing Face to Face) will be scheduled every 12 weeks from the ESAt/JCA acceptance date (not from the date of the Initial QTI interview), where ongoing QTI appointments are required
• Note: the ESAt/JCA report will have a 'submitted' status for 28 days but this does not affect the commencement of QTI requirements. The job seeker's work capacity and QTI requirements are effective from the date the ESAt/JCA is accepted
• If the job seeker has already lodged a medical certificate, follow the process to assess the medical certificate and update the Medical Certificate (MC) screen to either grant or not grant a Temporary Incapacity (INP) exemption

An automatic letter is generated for the job seeker advising them of their:

• mutual obligation requirements, and
• requirement to negotiate a Job Plan with the agency

Go to Step 7.

If the job seeker has an exemption from their mutual obligation requirements (for example, INP) with an end date less than 2 weeks in the future, an appointment will be automatically booked using the 'Quarterly Participation Interview' appointment type.

This appointment is to make sure the:

• QTI is coded on the AEX screen, and
• the Job Plan is updated

If the job seeker has an exemption end date that is more than 2 weeks in the future, their appointment is to be deferred until after the exemption end date. The Job Plan will be updated with the QTI appointment attendance requirement after the exemption ends.

Go to Step 8.

If the interview is being conducted:

• Face to Face, go to Step 9
• by Phone, send a Phone interview pre-call notification using Desktop Electronic Messaging Capability (DEMC) to job seekers with a phone QTI appointment. See Centrelink letters online and Electronic Messaging
  Did the job seeker attend the appointment?
• Yes, go to Step 9
• No, go to Step 15

During the interview, discuss the following:

• The ESAt/JCA assessment and whether it is still current and valid, or if the job seeker's circumstances have changed
• If the job seeker advises a change in circumstances, re-run the Job Seeker Snapshot and refer for a new ESAt/JCA if appropriate. This includes where:
• there has been a change in circumstances
• the QTI requirement has expired for a job seeker with a TRWC and the job seeker is likely to be eligible for ongoing QTI, as it appears they still have a work capacity of 0-14 hours per week
• Assistance recommendations from their last ESAt/JCA
• Social participation options where the job seeker has been assessed as having a TRWC
• Encourage voluntary job search. Include voluntary participation with a Workforce Australia, Disability Employment Services (DES) or Community Development Program (CDP) provider. Note: voluntary participation with a provider does not end the QTI requirement
• Any work the job seeker might be doing as paid employment. It could meet the job seeker's mutual obligation requirements and they may no longer be required to attend a QTI
• Voluntary work and other community assistance options
• Provide information on the benefits of work (such as Working Credit and Mobility Allowance)
• Outline the benefits of planning for the future and explain assistance services like Financial Information Services
• Outline the disadvantages of long term income support dependence, and
• Explore eligibility for other income support payments
• If the job seeker has a TRWC, check when this period ends as the job seeker may no longer be required to attend QTIs and will need to re-engage with a Workforce Australia, DES or CDP provider. A referral will be required when the TRWC period ends
• Check the job seeker knows the date of their next QTI appointment and when other reviews or appointments will be

Go to Step 10.

Discuss the new mutual obligation requirements with the job seeker, resulting from the ESAt or JCA assessment.

Check the job seeker's reporting requirement and process if required.

Is the job seeker fully meeting their requirements through paid work or self-employment within their assessed bandwidth hours?

• Yes, go to Step 11
• No, go to Step 12

For both Centrelink and provider managed job seekers, record the job seekers participation as an approved requirement.

In Process Direct:

• Select Customer Summary from the Process Direct Landing page
• Enter the job seeker's CRN, select Go
• In the job seeker's record, go to the AEX screen
• Code the AEX screen with the appropriate approved activity requirement details, for example:
• paid work (PTW) or self-employment (SEL)
• voluntary work (VWK)

Advise the job seeker they must notify the agency of any reduction in their approved activity hours or if they cease work. If this occurs, they will be required to attend QTIs with Services Australia for the duration of their PCW or TRWC.

Go to Step 13.

The job seeker will have QTI requirements for the duration of their PCW or TRWC.

Note: if a job seeker continues to participate in a Post Placement Support program with a Disability Employment Service (DES) provider, do not update the Job Plan. The job seeker's current DES Placement Type is displayed on the Provider referral information table within the Participation Summary in Process Direct. The DES provider will negotiate a new Job Plan in this instance.

The DES provider will contact the job seeker to discuss whether the job seeker will keep participating in DES or not. If, after talking with their DES provider, a job seeker chooses to exit DES (and is eligible to exit), the Job Plan must be updated by Services Australia at that time.

Update the job seeker's record by coding the Activity Type QTI on the AEX screen in Process Direct to auto populate the content of the Job Plan.

In Process Direct:

• Go to the AEX screen
• Select Add to view the Create Activity and Exemption Summary screen
• Complete the Activity Type and enter the start and end date of the QTI activity
• Start date is the date the QTI is conducted
• End date is the date equal to the latest end date recorded on the Work Capacity (WC) screen
• TRWC - the TRWC end date, or
• PCW - the ESAt acceptance date plus 2 years > Select Save
• Complete the Receipt Date, Channel and Service Reasons fields > Select Save
  Note: a provisional line will display on the AEX table. For a combined activity, select Add to add the second approved requirement, i.e. PTW and SEL
• Select Assess and address any errors/warnings
• Select Assess > Finish. Record details of the update on the Finalise screen
• Select Finalise to complete the transaction

Go to Step 13.

Where the AEX activity coding is subject to a Quality Management Application (QMA) check, the system will not auto populate the Job Plan until the Quality Management Officers (QMO) check is completed. Staff must not commence the negotiation of a new Job Plan until the QMA check is completed.

• Service Centre staff: see Team Leader for local escalation process to request an urgent QMA
• Smart Centre staff: see Urgent QMA process for Smart Centres, Face to Face Services and Service Delivery Partners

After the AEX screen is updated and confirmed, the system identifies if the Job Plan is to be updated. See Negotiating Centrelink Managed Job Plans.

To update the Job Plan:

• Select > Participation Summary to view the Key Information screen
• Under Action Item, select Message > Customer is Centrelink managed and has no current Job Plan. Negotiate a Job Plan with the job seeker where appropriate
• Select Negotiate Plan and negotiate a Job Plan. The Job Plan will display the relevant Job Plan item Reduced Work Capacity and the sentence text:
• 'I agree to attend all compulsory appointments made for me by Centrelink. If I am unable to attend an appointment, I will advise Centrelink of my situation as soon as possible after being notified of my appointment date and time.'
  Note: the Reduced Work Capacity item is defaulted in the Job Plan if the QTI activity is current at the time the Job Plan workflow is launched, regardless of the QTI activity end date. Service Officers cannot manually add this activity item in the Job Plan and should not remove this when the QTI activity is still current
• When the Job Plan negotiated is finalised, the Action Item is automatically removed

Do not negotiate a Job Plan for job seekers placed in a Post Placement Support program. Check the current Placement Type on the Provider referral information table within the Participation Summary in Process Direct. Job seekers in DES Post Placement Support will have their Job Plan updated by their DES Provider.

Go to Step 14.

• In Customer First, launch the Service Profiling Update Workflow directly from the booked appointment by selecting the Execute icon in the Actions section
• The Select Service Strategy screen will display
• Select the Quarterly Interview initial/ongoing action, then select next
• Complete the workflow questionnaire by selecting the appropriate radio button once each discussion topic/action is addressed with the job seeker
• After answering all of the YES/NO questions, select Finish in the top left corner of the screen. This automatically completes the Service Action coding and updates the status of the Service Component to 'COM'pleted on the Service Strategy (PQSS) screen

Procedure ends here.

• Launch the Service Profiling Update Workflow from the Workspace page in Customer First
• The Select Service Strategy screen will display
• Select the Quarterly Interview initial/ongoing action, then select next
• Complete the workflow questionnaire by selecting the appropriate radio button once each discussion topic/action is addressed with the job seeker
• After answering all of the YES/NO questions, select Finish in the top left corner of the screen. This automatically completes the Service Action coding and updates the status of the Service Component to 'COM'pleted on the Service Strategy (PQSS) screen

Procedure ends here.

As this is the job seeker's only compulsory activity, any outstanding QTI appointments must be completed. If a job seeker fails to attend their QTI, suspend their payment to prompt contact with the agency.

Must do's:

Make one attempt to contact the job seeker on their nominated phone number. If unsuccessful:

• DOC the attempted contact. Use Fast Note - select Auto text, use Jobseekers > Update > QTI - Attempts to Contact. Before completing the Fast Note, replace the reference in the DOC about the second contact attempt with 'Job seeker to be suspended following non-attendance of QTI appointment.'
• Finalise the appointment as Did not Attend in the Centrelink Appointment System
• Do not finalise the Service Profiling Update workflow. The Service Component must remain 'STA'rted. Once the job seeker attends, the workflow will be run and the Service Component completed

Must do's:

Try to contact the job seeker at the scheduled appointment time. If unsuccessful:

• DOC the record using Fast Note - select Auto text, use Jobseekers > Update > QTI - Attempts to Contact
• Make a second attempt approximately 15 minutes later. Annotate the Attempts to contact DOC to confirm if the contact was successful
• If unable to make contact after these attempts, finalise the appointment as Did Not Attend in the Centrelink Appointment System
• Do not finalise the Service Profiling Update workflow. The Service Component must remain 'STA'rted. Once the job seeker attends, the workflow will be run and the Service Component completed

In Customer First

• Go to the BA screen
• Service Reason: payment type
• Action: Suspend
• Reason: FAI - Fail to attend Interview
• Effect Date: enter the date the job seeker failed to attend appointment
• Source: select relevant source
• Receipt Date: date the information was recorded
• Select Submit Change, go to the Assessment Results (AR) screen and finalise the activity

• Use Fast Note - select Auto Text, use > Generic > SUS/CAN/RES > Suspend Cancel Reason
• Once the text has been confirmed, update all the fields in the text. Include the following:
• Reason for Suspension: Failed to attend appointment on <date>
• Attempts to contact the customer were made at <time> and <time>
• Requirements for customer to have their payment restored: Book a Quarterly Participation Interview appointment for customer to attend