Job Seeker Management Activities 001-09150000

Job seeker management activities such as JSR/ADD and JSR/UPD are created and allocated through work items to suitably skilled Service Officers, to:

• identify further action required
• help job seekers to access appropriate employment services

Before contacting the job seeker to complete the processing, Services Officers may need to:

• assess if the job seeker’s income support payment is current and/or job seeker registration status is active
• assess if the job seeker has a current exemption from mutual obligations in place
• determine if the job seeker has the option to participate on a voluntary basis when deciding if contact with the job seeker is required

Contact the job seeker to complete outstanding participation tasks which could include:

• activation of a customer's Job Seeker Registration
• completion of the Job Seeker Snapshot
• referral to an Employment Services Assessment (ESAt)
• administration and booking of ESAt appointments
• compulsory or voluntary referral to an employment services provider:
• Workforce Australia
• Workforce Australia - Transition to Work (TtW)
• Community Development Program (CDP)
• Disability Employment Service (DES)

If the job seeker's payment is showing as SUS-IMP (job seeker is currently in prison), go to Step 8.

If the job seekers Income Support Payment is suspended:

• Do not cancel the work item
• Hold the job seeker management work item for 13 weeks from the suspension date. For instructions on how to hold the work item, see Table 5
• Procedure ends here

To action:

• JSR/ADD activity (ZIAM_NOJSR_GEN): start the Job Seeker Registration, go to Step 2
• JSR/UPD activities, go to Step 3
• If the job seeker:
• contacted following receipt of a Q164 - Request to contact letter, go to Table 3 > Step 5
• did not respond to a Q164 letter, go to Table 3 > Step 6

The work item ZIAM_NOJSR_GEN is created when:

• the job seeker is receiving an income support payment with mutual obligation requirements, but does not have an active Job Seeker Registration (JSR/ACT) status, or
• a student lodges a student to job seeker transitional claim within four weeks of their Student End Date (SED). See:
• Student to job seeker transfers
• Eligibility and registration as a Job Seeker Registration Only (JSRO)/No Remote Referral Required (NRRR) job seeker

Most job seekers are to be registered as a Fully Eligible Participant (FEP) job seeker. Job seekers in Community Development Program (CDP) regions will require registration as Remote Fully Eligible (RFE).

Some job seekers can be registered as a Job Seeker Registration Only (JSRO)/No Remote Referral Required (NRRR) job seeker. For example, principal carers already meeting their requirements who do not want to volunteer for referral to employment services.

Complete the Job Seeker Snapshot for these job seekers if:

• they want to access other employment services, or
• they are a NRRR job seeker and need an Employment Services Assessment (ESAt)

Special Benefit (SpB) job seekers with a Temporary Visa (TPV) class are granted under JobSeeker Payment (JSP) conditions and can only be registered as volunteer job seekers.

Only cancel the activity when the corresponding job seeker claim has recently been rejected.

The JSR/ADD activity will auto complete when the job seeker has a JSR/ACT status.

To contact the job seeker to complete the Job Seeker Registration and Job Seeker Snapshot processes, see Table 3.

These work items:

• are created to alert Service Officers that further action is required on a job seeker's record
• will include a To Do Indicator (TDI) and keyword that will identify what action is required
• will display on the Activity List (AL) screen

Use the Activity Management Number (AMR) of the Job Seeker Management activity to search and view the TDI and keyword details attached to the relevant activity:

• The TDI and keywords can be used to determine the action(s) required to complete the activity
• View these keywords and TDI by selecting the corresponding activity from the History Activity List (HAL) screen

Action outstanding JSR/UPD activities through Process Direct, Participation Summary > Action Item

Activities are listed in priority order and should be actioned from the highest priority, see Participation Summary screen.

Attempting to cancel the JSR/UPD activity will result in an error if:

• the job seeker's benefit status line shows they are JSR/ACT, or
• they are registered as a job seeker in the Department of Employment and Workplace Relations (DEWR) system

If the customer does not require job seeker registration (JSR), inactivate their JSR through Process Direct > Participation Summary > Job Seeker Registration and provider referral information tab. This auto completes the JSR/UPD activity.

Complete the relevant workflow to undertake the action appropriate for the job seeker, as indicated by the TDI and keyword attached. Refer to these listed below.

To action the following JSR/UPD activities/work items:

• ZALL_JSR_GEN, go to Step 4
• ZIAM_JSK_ESAT with ESA TDI and ESAREFRQ keyword, go to Step 5
• ZIAM_ESAT_SUS with ESA TDI and ESATATT keyword, go to Step 6
• ZIAM_JSK_ESAT with ESA TDI with D26 parameter and ESAREFRQ keyword, go to Step 7

This work item is created for a variety of reasons and requires different actions from staff, depending on the relevant To Do Indicator (TDI) and keyword if attached.

An Action Item showing what action to take will display on the Participation Summary screen in Process Direct.

In Process Direct > Participation Summary > Key information tab, staff may see the job seeker's JSR ID status as inactive. No customer contact is needed to complete this action item if the job seeker receives an income support payment with mutual obligation requirements.

To re-activate:

• go to the Job seeker registration & provider referral information tab
• select Start job seeker registration
• on the Jobseeker Snapshot screen, select close to return to the Participation Summary workflow
• exit out of the Participation Summary workflow
• select SAP Refresh and the JSR ID will display as 'active'
• in the Participation Summary workflow, go to the Key Information tab and check Action Items

If additional actions are outstanding following the activation of the job seeker’s registration, contact the job seeker to action and finalise the outstanding work item. See Table 3

An activity with this TDI and keyword is created when the customer requires a Job Seeker Snapshot to be run because they are:

• receiving an income support payment with mutual obligation requirements, and
• have a JSR/ACT status with no active Job Seeker Snapshot on their record

Contact the job seeker to complete the Job Seeker Snapshot, see Table 3.

An activity with this TDI and keyword is created when the job seeker:

• is receiving an income support payment, and
• requires a Fully Eligible Participant (FEP) job seeker registration status and Job Seeker Snapshot completed

This activity will not appear for job seekers in Community Development Program (CDP) regions.

Register a job seeker with mutual obligations as a FEP unless they are eligible for Job Seeker Registration Only (JSRO), because they:

• have a long term exempt from mutual obligation requirements, or
• are participating in an approved activity that makes them Centrelink managed

The JSR/UPD activity will complete when the Start job seeker registration workflow is completed in Process Direct.

If the job seeker's approved activity or exemption has expired on the Activity and Exemptions Summary (AEX) screen but they are still participating in the activity, or they are now exempt:

• update the approved activity or exemption on the Activity and Exemptions Summary (AEX) screen
• do not register the job seeker as FEP, and
• do not refer them to an employment services provider

The Key Information tab will display a new Action Item to negotiate a new Centrelink Managed Job Plan when:

• the job seekers is in an approved activity that fully meets mutual obligation requirements, and
• a Job Plan has not been negotiated within the last 12 months

Contact the job seeker to complete the Job Seeker Registration and Snapshot, see Table 3.

An activity with this TDI and keyword is created when the job seeker requires a referral to an employment services provider because they:

• have an active Job Seeker Registration (JSR) and Job Seeker Snapshot, but have not been connected with an employment services provider, or
• they were full meeting their mutual obligations requirements by participating in an approved activity, and the activity has now ceased

Note: this activity will not appear for job seekers in Community Development Program (CDP) regions.

This activity may create for the following reasons:

• A referral is required to Workforce Australia Services
• A referral is required to Disability Employment Services
• An ESAt is required, however the job seeker's claim has not been finalised

Determine the referral type required:

• Check the AEX screen
• If the job seeker is participating in an approved activity that fully meets requirements, determine if contact with the job seeker to offer a voluntary referral is appropriate

Referral type is Disability Employment Services (DES)

Ensure the job seeker is not working on average at or above their Employment Benchmark Hours before contacting the job seeker for a voluntary referral.

If the job seeker is:

• working at/or above benchmark hours:
• hold the work item until the approved activity end date + 1 day
• for instructions on how to hold the work item, see Table 5
• not working at/or above benchmark hours, contact the job seeker and offer a voluntary DES referral, see Table 3

Referral type is Workforce Australia Services referral:

• Hold the work item until the approved activity end date + 1 day
• For instructions on how to hold the work item, see Table 5
• Record details on a Note/DOC, see Creating, reviewing and deleting documents (including Fast Notes and DOA DOCs). Procedure ends here.

Exempt from mutual obligation requirements:

• Disability Employment Services:
• Contact the job seeker and offer a voluntary DES referral, see Table 3
• Workforce Australia Services:
• hold the work item until the exemption end date + 1 day. For instructions on how to hold the work item, see Table 5
• record details on a Note/DOC, see Creating, reviewing and deleting documents (including Fast Notes and DOA DOCs). Procedure ends here.

No exemption or approved activity

If no current exemption/approved activity exists, the activity will complete when the referral to a provider is made:

• Contact the job seeker to complete the referral to an employment services provider, see Table 3

Pending ESAt

If the job seeker has a pending ESAt and their claim is yet to be finalised, or their ESAt has not been conducted:

• Request medical evidence (if not previously requested within 14 days of the Participation Interview), and
• Hold the work item until the expected claim processing date or 28 days (whichever is the latest). For instructions on how to hold the work item, see Table 5
• Assessment Services staff will be allocated the work item to determine if an ESAt appointment needs to be booked
• Procedure ends here

These activities are created when a job seeker in a Community Development Program (CDP) region requires a referral to a CDP provider.

Refer the job seeker to a CDP provider if they meet all of the following:

• are Remote Fully Eligible (RFE)
• are not linked to an Employment Services Provider, CDP, or Disability Employment Services (DES)
• do not have a deferred referral, and
• do not have a current exemption from mutual obligation requirements

Check the AEX screen. If the job seeker is exempt from mutual obligation requirements or participating in an approved activity that fully meets requirements:

• hold the work item until the exemption/approved activity end date + 1 day
  For instructions on how to hold the work item, see Table 5
• record details on a Note/DOC, see Creating, reviewing and deleting documents (including Fast Notes and DOA DOCs)

If no current mutual obligation exemption or approved activity exists, contact the job seeker to complete a CDP provider referral, see Table 3.

An activity with this TDI and keyword is created when:

• a job seeker is eligible for a referral to a Workforce Australia - Transition to Work (TtW) provider, and
• a TtW provider is available in the job seeker's region

Refer the job seeker to a TtW provider if they meet all of the following:

• are TtW eligible as determined by the Job Seeker Snapshot
• are 15 - 24 years of age
• are an early school leaver or disengaged young person
• meet residence or visa requirements, and
• meet the eligibility requirements as determined by the DEWR ICT system

Check the AEX screen. If the job seeker is exempt from mutual obligation requirements or participating in an approved activity that fully meets requirements:

• hold the work item until the exemption/approved activity end date + 1 day.
  For instructions on how to hold the work item, see Table 5
• record details on a Note/DOC, see Creating, reviewing and deleting documents (including Fast Notes and DOA DOCs)

If no current mutual obligation exemption or approved activity exists, contact the job seeker to complete the TtW Provider referral, see Table 3.

This work item is created when:

• a Job Seeker Snapshot has been run, and
• the job seeker's responses show that further assessment may be appropriate

The job seeker may need an Employment Services Assessment (ESAt) or Job Capacity Assessment (JCA).

The ESAt flag should only remain when there is a need to assess a job seeker's:

• capacity to work, or
• connections to support

The Job Seeker Snapshot status in DEWR's ESSWeb system will remain pending until a decision is made regarding an ESAt referral outcome.

To manage a pending Job Seeker Snapshot due to an ESAt referral being flagged, see Actioning a pending Job Seeker Snapshot initiated Employment Services Assessment (ESAt) activity.

Assessment Services staff only:

If an ESAt appointment needs to be booked and/or contact with the job seeker is required, see Table 3.

This work item is created if a job seeker:

• has mutual obligation requirements, and
• payments are suspended because they failed to attend an Employment Services Assessment (ESAt)/Job Capacity Assessment (JCA) appointment. The 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 job seeker's record and does not require immediate action. It should not be cancelled but may be held for a maximum of 13 weeks from date of suspension, pending contact from the job seeker.

No action is required until the job seeker contacts.

To complete the outstanding non-attendance activity, see Table 4 > Step 15.

This work item is created when a principal carer whose special family circumstances - Family and Domestic Violence (D26) exemption has expired and they:

• live in a Community Development Program (CDP) region and are Remote Fully Eligible (RFE), or
• do not have a current deferred Employment Services Assessment (ESAt) referral

The activity will not be created if the job seeker has had an ESAt referral since the exemption end date or an unfinished Participation Interview.

Note: in all circumstances where a customer has experienced family and domestic violence, see Family and domestic violence to identify and offer referrals and consider a social worker referral.

Assessment Services staff only:

If an ESAt appointment needs to be booked and/or contact with the job seeker is required, see Table 3.

If a job seeker is suspended due to imprisonment (IMP) at the time of receipt of the job seeker management activity and corresponding work item, the record must be investigated to determine if a release date is recorded. See Confirming prison admission and release dates.

Note: Service Officers do not need to make any contact with either the Service Officer in Face to Face Incarcerated Customer Servicing team or the prison/institute directly. Only interrogation of the record is needed.

Is a release date recorded on the customer's record?

• Yes:
• Hold the work item for 14 days after the release date. For instructions on how to hold the work item, see Table 5
• DOC the record to detail the job seeker was imprisoned at the time of the allocated work item and the work item has been held to 14 days after release date recorded
• Procedure ends here
• No:
• Hold the work item for 13 weeks. For instructions on how to hold the work item, see Table 5
• DOC the record to detail the job seeker was imprisoned at the time of the allocated work item and the work item has been held for 13 weeks due to no release date recorded
• Procedure ends here

Job seeker management activities such as JSR/MFU and WAP/MFU are created and allocated through work items to suitably skilled Service Officers to:

• identify further action required
• help job seekers to access appropriate employment services

These work items are allocated to prompt contact with the job seeker (where appropriate) to complete outstanding participation tasks. These include:

• referral to the Skills for Education and Employment (SEE)
• connection to an Adult Migrant English Program (AMEP) provider
• referral to Disability Employment Services (DES)
• updates of job seeker approved activities and negotiation of Centrelink Managed Job Plans

To action JSR/MFU or WAP/MFU activities with:

• AMEP keyword - Work Item ZALL_REF_GEN, go to Step 2
• SEE keyword – Work Item ZALL_REF_GEN, go to Step 2
• DES keyword - Work Item ZCOC_JSK_DES_REF, go to Step 3
• WAPDHSM keyword - Work Item ZALL_JSK_PLN, go to Step 4
• WAPFMRP keyword - Work Item ZALL_JSK_MFU, go to Step 5

These work items are created when:

• it is identified when the Job Seeker Snapshot is run that the job seeker may benefit from:
• a referral to Skills for Education and Employment (SEE), or
• connection to the Adult Migrant English Programme (AMEP), and
• contact with the job seeker is required to:
• discuss a referral to SEE /or connection to AMEP, and
• determine eligibility for referral to SEE or connection to AMEP, and
• confirm they are willing to accept a referral/connection

Before contacting the job seeker, check the AEX screen. If the job seeker is in receipt of a payment and is exempt from mutual obligation requirements:

• hold the work item until the exemption end date + 1 day. For instructions on how to hold the work item, see Table 5
• record details on a Note/DOC, see Creating, reviewing and deleting documents (including Fast Notes and DOA DOCs)

For all other job seekers, contact them to assess their eligibility and acceptance of a referral to SEE or connection to an AMEP provider, see Table 3.

This work item is created when a job seeker:

• is receiving an income support payment with mutual obligation requirements, and
• requires a referral to a Disability Employment Services (DES) provider

Refer the job seeker to a DES provider if they meet all of the following:

• The Employment Services Assessment (ESAt) or Job Capacity Assessment (JCA) report has been accepted and submitted
• The job seeker is not residing in a Community Development Program (CDP) region
• The Assessor's recommendation is for a referral to a DES provider, and
• The job seeker has not yet been referred to, or connected to, the recommended DES provider, and
• They meet all other DES eligibility criteria

Prior to contacting the job seeker, check the AEX screen. If the job seeker is:

• participating in an approved activity that fully meets requirements, determine if contact with the job seeker to offer a voluntary referral is appropriate
• not working on average at or above their Employment Benchmark Hours before contacting the job seeker for a voluntary referral

If the job seeker is:

• working at/or above benchmark hours:
• hold the work item until the approved activity end date + 1 day.
  For instructions on how to hold the work item, see Table 5
• record details on a Note/DOC, see Creating, reviewing and deleting documents (including Fast Notes and DOA DOCs). Procedure ends here.
• not working at/or above Employment benchmark hours, contact the job seeker and offer a voluntary DES referral, see Table 3

Exempt from mutual obligation requirements, contact the job seeker and offer a voluntary DES referral, see Table 3

If no current exemption from mutual obligation requirements exist, contact the job seeker to complete a referral to a DES provider, see Table 3.

These MFU activities must be manually completed in Customer First after the referral is completed.

This work item is created to prompt Service Officers to review a customer's participation in an approved activity requirements and/or update the job seeker's Activity and Exemptions Summary (AEX) screen and negotiate a Job Plan (where appropriate). This occurs when the job seeker:

• has declared consecutive fortnights of paid work of 30 hours or more per fortnight and may be eligible for a Part Time Work (PTW) approved activity
• requires an approved activity end date review
• completes an online task for an AEX and Job Plan review and confirms their circumstances:
• have changed and require further action
• have not changed but the updates to the job seekers record have failed or further updates are required

If the job seeker has been referred to a DES provider, record the approved activity on the Activity and Exemptions Summary (AEX) screen.

Staff must not negotiate a Job Plan for job seekers placed in DES Post Placement Support. See the job seeker's current Placement Type on the Provider referral information table within the Participation Summary workflow. For those in DES Post Placement Support, the DES Provider will update the job seeker's Job Plan.

Error 'This work item cannot be processed using Process Direct'

An issue exists when Service Officers are allocated some ZALL_JSK_PLN work items. When attempting to access the customer's record from the PD Inbox or Work Optimiser, and Service Officers select the work item ID to go to Process Direct, the error 'This work item cannot be processed using Process Direct' may display. This error stops access to the job seeker's record to update the AEX screen and negotiate a new Job Plan (if required).

Do not escalate the CRN to ICT/Roxy if this error occurs. A system enhancement will be implemented as soon as possible.

If this error occurs, manually access the job seeker's record from Work Optimiser:

• Enter the Work Item ID in the Work Item ID field. Select Search or press Enter
• Select the Work Item ID
• On the Work Item Summary screen, copy the job seeker's CRN
• Enter the job seeker's CRN into Process Direct Customer Summary search
• Select the job seeker's record from the work item list
• Go to the relevant Process Direct screens to determine the job seeker's circumstances and action required

Contact the job seeker to discuss their circumstances, record or update a Centrelink approved activity and negotiate a Job Plan, see Table 3.

This work item is created to prompt Service Officers to contact the job seeker and negotiate a Centrelink managed Job Plan. This occurs when a job seeker has either a Centrelink or provider approved activity already recorded on the AEX screen within the job seeker's record and a Centrelink managed Job Plan is yet to be negotiated.

Principal carers, partial capacity to work 15-29 hours per week, mature age 55+ and job seekers in receipt of Carer Allowance (CA) (provider approved only)

• PVW - principal carer parents under 55 years of age participating in approved voluntary work for at least 30 hours per fortnight. From 1 April 2025, this activity can no longer be approved by providers. Job seekers who have this activity approved by a provider prior to 1 April 2025 with an end date beyond 1 April 2025, can continue to participate in the activity until the activity end date
• PPW - participating in a combination of study and paid work for at least 30 hours per fortnight
• PVS - participating in a combination of approved voluntary work and study for at least 30 hours per fortnight
• PSV - participating in a combination of approved voluntary work, study and paid work for at least 30 hours per fortnight
• PVP - participating in a combination of approved voluntary work and paid work for at least 30 hours per fortnight. From 1 April 2025, this activity can no longer be approved by providers. Job seekers who have this activity approved by a provider prior to 1 April 2025 with an end date beyond 1 April 2025, can continue to participate in the activity until the activity end date

Any job seeker linked with Workforce Australia (provider approved only)

• PSW - any job seeker participating in a combination of paid work and study for 70 hours per fortnight

Centrelink or Provider approved

• VPE - Principal carers, partial capacity to work 15-29 hours per week, mature age 55+ and job seekers in receipt of Carer Allowance (CA) participating in combination of approved voluntary work and paid work for at least 30 hours per fortnight
• VWK - mature age 55+ participating in approved voluntary work for at least 30 hours per fortnight
• PTW - mature age 55+, job seekers in receipt of Carer Allowance (CA), partial capacity to work (PCW) and principal carer (any age) participating in at least 30 hours of paid work per fortnight

DEWR have made the determination to suspend or exit these job seekers due to fully meeting their mutual obligation requirements.

Principal carers, partial capacity to work 15-29 hours per week, mature age 55+ and job seekers in receipt of Carer Allowance (CA) (Services Australia approved only)

• PWS - Paid work and self-employment for at least 30 hours per fortnight
• SSE - Study and self-employment for at least 30 hours per fortnight
• VSE - Voluntary work and Self-employment
• SEL - Self-employment for at least 30 hours per fortnight

Service Officers must:

• advise the job seeker what it means for them to become Centrelink managed
• remind the job seeker to advise of income received and changes to their circumstances when they report

Note: those job seekers with approved activities PVW, PSW, PPW, PVS, PSV and PVP will be referred back to employment services when their activity period ends or expires.

Centrelink approved activities:

See list of activities that can be approved by Centrelink staff to fully meet requirements.

Note: staff must not negotiate a Job Plan for job seekers placed in DES Post Placement Support. See the job seeker's current Placement Type on the Provider referral information table within the Participation Summary workflow. For those in DES Post Placement Support, the DES Provider will update the job seeker's Job Plan.

These MFU activities will automatically complete in any of the following scenarios:

• a WAP/PLN activity has been completed for a finalised Job Plan workflow with the relevant approved activity code
• an activity is completed through Assessment Results (AR) screen resulting in:
• the customer no longer having mutual obligation requirements
• a benefit cancellation on or before system creation date
• the approved activity on the AEX screen being updated or deleted (no longer fully meeting requirements through that specific activity)
• a future dated benefit cancellation (completed without an update on the DOE of the benefit cancellation)

Contact the job seeker to negotiate a Centrelink managed Job Plan, see Table 3.

Before contacting the job seeker, confirm there is no current pause of mutual obligation requirements in the job seeker's location. See:

• Operational Messages, and
• Job seeker compliance for job seekers affected by a natural disaster, declared emergency or other significant event

If a current pause of mutual obligation requirements:

• exists, hold the work item until the pause end date + 1, see Table 5. Procedure ends here
• does not exist, determine what action is required using:
• a Display on Access (DOA) DOC, outlining previous attempts to contact and details of outstanding action required
• the Action Item section within the Key Information tab of the Participation Summary screen
• the Message section of the relevant tabs on the Participation Summary screen
• relevant activity on the History Activity List (HAL) screen

If a:

• first outbound contact attempt with the job seeker is required, go to Step 2
• JSR 1st attempt to contact DOC is already recorded on the Document List (DL) screen, a second outbound contact attempt is required, go to Step 3
• job seeker contacts following receipt of a Q164 - Request to contact letter, go to Step 7
• job seeker has not responded to a Q164 letter, go to Step 8

Service Officers must make 2 genuine attempts to contact the job seeker.

If the job seeker has a mobile number and is registered for SMS messaging, create a pre-call notification (SMS only) using Desktop Electronic Messaging Capability (DEMC). After creating the SMS, wait 5 minutes before making the outbound call attempt.

If contact with the job seeker is successful, see Table 4.

Job seeker cannot be contacted due to being in a drug and alcohol rehabilitation facility

• Record the reason there was no contact attempt in a Note/DOC, see Creating, reviewing and deleting documents (including Fast Notes and DOA DOCs)
• Hold the work item for 13 weeks from date of admission to drug and alcohol rehabilitation. For instructions on how to hold the work item, see Table 5
• Procedure ends here

Job seeker cannot be contacted, but telephone contact details are recorded

• Record details about the outbound contact attempt, using Fast Note - select Auto text, use Jobseekers > Update > JSR 1st attempt to contact so the next Service Officers can action the second attempt and finalise the activity
• Select the Display on access box
• Ensure the OTH-Urgent free text message exists option is selected in the Display on access Reason field
• The Expiry Date field should default to the maximum date allowed (60 days from today)
• Hold the work item to the next calendar day. For instructions on how to hold the work item, see Table 5
• Procedure ends here

Job seeker cannot be contacted and telephone contact details are not recorded, incorrect or outdated

If the purpose of the contact was for:

• a referral to Skills for Education and Employment (SEE) or connection to the Adult Migrant English Programme (AMEP):
• manually select all SEE or AMEP Manual Follow Up (MFU) activities from the Activity List (AL) screen in Customer First
• then go to the Assessment Results (AR) screen to complete the activity
• document that the job seeker cannot be contacted to discuss a referral to SEE or connection to AMEP
• procedure ends here
• all other job seeker management activity processing, go to Step 6

Make a second genuine attempt to contact the job seeker.

If the job seeker has a mobile number and is registered for SMS messaging, create a pre-call notification (SMS only) using Desktop Electronic Messaging Capability (DEMC). Following creation of the SMS, wait 5 minutes before making the outbound call attempt.

Was contact with the job seeker successful?

• Yes, see Table 4
• No, and the contact was for:
• a referral to Skills for Education and Employment (SEE) or connection to the Adult Migrant English Programme (AMEP), go to Step 4
• all other job seeker management activity processing, go to Step 5

Close the 'JSR 1st attempt to contact' Display on Access (DOA) DOC

Annotate the 'JSR 1st Attempt to contact' DOC, stating that the 2nd attempt to contact was unsuccessful

As SEE and AMEP are a voluntary programs:

• manually select the SEE or AMEP Manual Follow Up (MFU) activity from the AL screen in Customer First
• go to the Assessment Results (AR) screen to complete the activity

Procedure ends here.

Close the 'JSR 1st attempt to contact' Display on Access (DOA) DOC

Record details of the unsuccessful contact using Fast Note - select Auto text, use Jobseekers > Update > JSR 2nd attempt to contact:

• Select the Display on access box
• Ensure the OTH-Urgent free text message exists option is selected in the Display on access Reason field
• The Expiry Date field should default to the maximum date allowed (60 days from today)

Go to Step 6

Issue a Q164 letter asking the customer to contact Services Australia.

They have 14 days + time allowed for delivery to respond.

Determining the response due date

After issuing the letter, hold the work item until the day after the response due date. For customers in:

• major cities/regional areas, the response due date is 23 days from the day after the letter is issued:
• letter issued (day 0) + 9 days to allow time for mail delivery +14 days to respond = 23 days
• remote areas and overseas, the response due date is 30 days from the day after the letter is issued:
• letter issued (day 0) + 16 days to allow time for mail delivery + 14 days to respond = 30 days

If the due date falls on a public holiday or weekend, the due date will be the following business day.

See the Resources page for examples.

Note: work items held using the:

• Activity List (AL) screen will release for action on the date used in the Resubmit date field
• Change of Circumstance (CoC) Interaction will release for action on the date used in the On Hold Expiry Date field

For instructions on how to hold the work item, see Table 5.

If the job seeker's address is recorded as No Fixed Address or Confidential:

• create a Display on Access (DOA) DOC. Include:
• why the job seeker needs to be contacted
• what action to take if they do contact
• hold the work item for 13 weeks. If the job seeker contacts or updates their contact details (address or telephone) during this time, staff must attempt to contact the customer when the work item is re-allocated

Procedure ends here.

If the job seeker contacts after receiving a Q164 - Request to contact letter:

• before being suspended Failing to Respond to Correspondence (SUS-FRC):
• confirm or update telephone contact details
• action outstanding activities
• see Table 4
• within 13 weeks of notification of suspension (FRC):
• restore payment, see Restoration of payments (CLK)
• confirm or update telephone contact details
• action outstanding activities
• see Table 4

If the job seeker does not contact by the due date, their payment may need to be suspended.

Before suspending, check that:

• the job seeker was given 'reasonable notice' to respond to the contact request after taking into account any factors that may have impacted the job seeker's ability to contact by the Q164 due date. Including, weekends and public holidays. See Allow extra time for mail delivery
• it is appropriate, after taking into account the job seeker's circumstances and any vulnerabilities the job seeker may experience. See Suspension of payments (CLK)

Payment already suspended

• Do not cancel the work item
• Hold the job seeker management work item for 13 weeks from the suspension date. For instructions on how to hold the work item, see Table 5
• Procedure ends here

Appropriate to suspend payment

• If it is appropriate to manually suspend a job seeker for Failing to Respond to Correspondence (SUS-FRC):
• see Suspension of payments (CLK) to complete the suspension action. Refer to the contents links for instructions on how to suspend each payment type
• consider linking a Note/DOC to the suspension activity before finalising the suspension processing
• In Process Direct, record details on a Note of the decision to suspend
• Use Fast Note - select Auto text, use Generic > SUS/CAN/RES > Suspend Cancel Reason
• Record details outlining the reason for suspension
• Include the follow-up action required if the customer contacts
• Advise if contact with the agency is required before payment can be restored or if smart centre telephony staff can restore the payment
• Do not cancel the work item
• Hold the job seeker management work item for 13 weeks from the date of suspension. For instructions on how to hold the work item, see Table 5
• Procedure ends here

Not appropriate to suspend payment

• If the jobseeker was not given reasonable notice to respond to a Q164:
• hold the job seeker management work item until the correct response due date. For instructions on how to hold the work item, see Table 5
• procedure ends here
• Otherwise:
• Make a final attempt to contact the job seeker
• Do not cancel the work item
• Record details on a DOA DOC including why a manual suspension is not appropriate/required and what action is outstanding if the customer makes contact
• Hold the job seeker management work item for 28 days. For instructions how to hold a work item, see Table 5
• Procedure ends here

Before starting to process, check the following.

• Consider the information within the relevant activity on the History Activity List (HAL) screen.
• Use the AMR number of the Job Seeker Management activity to inform them of the:
• reason the activity was created
• the referral type, or
• action(s) required to complete the activity
• View the following details by selecting the corresponding activity number from the History Activity List (HAL) screen.
• To Do Indicator (TDI)
• keyword(s) and
• activity notes
• Check the Display on Access (DOA) DOC, about previous attempts to contact and details of outstanding action required
• Check the Participation Summary > Key Information tab > Action Item section
• On the Participation Summary screen, check the Message section of the relevant tabs

On successful contact with the customer, in Process Direct, go to the Participation Summary > Key Information tab to commence action all outstanding job seeker management activities.

MFU activities that do not automatically complete must be manually completed in Customer First.

The Job Seeker Snapshot must be run making an employment services provider referral to ensure the job seeker is referred to the most appropriate provider.

If the job seeker indicates they are incapacitated and/or cannot meet their mutual obligation requirements, determine if they:

• have provided medical evidence previously - see Viewing Centrelink customers' digital images:
• The job seeker has provided a valid medical certificate and is eligible for a temporary incapacity exemption from mutual obligation requirements, see Assessing and coding medical certificates for temporary incapacity exemptions
• The job seeker may have a current and valid ESAt/JCA and is assessed as having a Partial Capacity to Work (PCW) or Temporary Reduced Work Capacity (TRWC). See job seeker with a partial capacity to work or a temporary reduced work capacity
• are eligible for a mutual obligation exemption, see Mutual obligation requirements exemptions

Is the job seeker eligible for a mutual obligation exemption?

• Yes, go to Step 2
• No:
• If it is appropriate, to complete the relevant job seeker management processing, go to Step 3
• Request the job seeker provide evidence to assess an exemption from mutual obligation (where appropriate)
• DOC the details of the request made. If the evidence is not provided, the job seeker will remain subject to mutual obligation requirements until their request for an exemption can be assessed
• If the processing cannot be completed prior to the job seeker supplying evidence supporting a mutual obligation exemption, hold the work item until the due date of the evidence request + 1 day. For instructions on how to hold the work item, see Table 5

Cease processing the outstanding job seeker management activity.

If actioning a DES Referral activity:

• code the mutual obligation exemption if evidence confirming the job seeker is eligible for an exemption has been provided
• offer the job seeker a voluntary referral to DES. Go to Step 6

All other Job Seeker Management processing:

• Code the mutual obligation exemption if evidence confirming the job seeker is eligible for an exemption has been provided
• Hold the work item until the exemption end date + 1 day. For instructions on how to hold the work item, see Table 5

To:

• register the customer as a job seeker, go to Step 4
• complete the Job Seeker Snapshot, go to Step 5
• complete a referral to an Employment Services Provider, go to Step 6
• establish eligibility and make a referral to Skills for Education and Employment (SEE) or connect to Adult Migrant English Program (AMEP), go to Step 11
• manage a pending Job Seeker Snapshot, go to Step 15
• manage pending Job Seeker Snapshot - Principal Carer following Family and Domestic Violence exemption, go to Step 16
• manage ESAt attendance, go to Step 17
• manage a Centrelink approved activity/negotiate a Job Plan, go to Step 18
• finalise processing, go to Step 19

• Register a job seeker with mutual obligations as Fully Eligible Participant (FEP) unless they are a Job Seeker Registration Only (JSRO)
• Complete the Job Seeker Snapshot as part of FEP registration
• Action outstanding JSR/UPD activities in Process Direct on Participation Summary > Action Item. Activities are listed in priority order and should be actioned from the highest priority, see Participation Summary screen
• The action item will take users to the start Job Seeker Registration workflow

Do not attempt to cancel these activities if:

• the job seeker's benefit status line shows they are JSR/ACT, or
• they are registered as a job seeker with the Department of Employment and Workplace Relations (DEWR) system

Attempting to cancel the JSR/UPD activity will result in an error.

Inactivate the Job seeker registration via Process Direct > Participation Summary > Job Seeker Registration and provider referral information tab if the customer:

• does not receive a mutual obligation payment and
• no longer wishes to be registered as a job seeker

This auto completes the JSR/UPD activity. See:

• Registering a customer as a job seeker
• Eligibility and registration as a Job Seeker Registration Only (JSRO)/No Remote Referral Required (NRRR) job seeker
• Inactivating job seekers registration for volunteer Employment Services job seekers

Go to Step 6.

Do not cancel these activities if the job seeker's benefit status line shows they are JSR/ACT or they are registered as a job seeker with the DEWR system.

Attempting to cancel the JSR/UPD activity will result in an error.

• Select the Action Item. The Action Item will go to the appropriate screens/workflows to complete the activity. See Participation Summary > Key Information screen within Process Direct for processing guidelines and actioning issues. Select the Start job seeker registration button to complete the Job Seeker Snapshot
• Once the Job Seeker Snapshot is complete, the JSR/UPD activity will auto complete in most cases. However, if an ESAt is triggered, this will recategorise the work item to a ZIAM_JSK_ESAT and add a keyword of ESAREFRQ to the JSR/UPD activity. The Job Seeker Snapshot status will remain pending, awaiting a decision about the requirement for an ESAt. See Actioning a pending Job Seeker Snapshot initiated Employment Services Assessment (ESAt) activity
• If the job seeker has been referred to, or commenced in, Disability Employment Services (DES), raise an incident using Roxy within Process Direct to request the cancellation of the JSR activity. Service Officers cannot update the Job Seeker Snapshot for job seekers referred to, or commenced in, DES
• If the outcome of the Job Seeker Snapshot requires a referral to an Employment Services Provider, select the Action Item to make an appropriate referral

See:

• Job Seeker Snapshot
• Conducting a Job Seeker Snapshot interview

Go to Step 6.

If the job seeker qualifies for a:

• deferred referral or extension, see Deferred referral to Employment Services Providers. Record a deferred referral for job seekers serving a waiting period who choose not to volunteer for employment services
• mutual obligation requirements exemption, see Mutual obligation requirements exemptions

Has the job seeker had a deferred referral or mutual obligation exemption applied?

• Yes, go to Step 19
• No, to complete a referral to:
• Workforce Australia, go to Step 7
• Workforce Australia - Transition to Work (TtW), go to Step 8
• Disability Employment Services (DES), go to Step 9
• Community Development Program (CDP), go to Step 10

Determine which referral type is required before starting action.

• Select the Action Item to make appropriate referrals. The Action Item will go to the appropriate screens/workflows to complete the activity. Processing guidelines and actioning issues can be found in Process Direct > Participation Summary > Key Information screen
• The activity will auto complete when:
• the job seeker is referred to a Workforce Australia Provider, and
• the online diary workflow is completed

See:

• Eligibility to access employment assistance services through Workforce Australia
• Selection or allocation of a Workforce Australia Employment Services Provider

To book a provider appointment, go to Step 13.

• Select the Action Item to make appropriate referrals. The Action Item will go to the appropriate screens/workflows to complete the activity. Processing guidelines and actioning issues can be found in Process Direct > Participation Summary > Key Information screen
• The activity will auto complete when:
• the job seeker has been referred to a Workforce Australia - Transition to Work (TtW), and
• the online diary workflow is completed

See Selection or allocation of a Workforce Australia Employment Services Provider.

To book a provider appointment, go to Step 13.

Check the ESAt/JCA recommended referral outcome on the Referral Summary (RRSUM) screen in Process Direct:

• Find the current referrals within the Referral Summary Table and select the ESAt/JCA Report hyperlink
• If the ESAt or JCA outcome is showing a recommendation for a referral to DES, then go to the Participation Summary > Online Diary > Create new referral > DES - Disability Employment Service

See Referring a customer to Disability Employment Services (DES).

Once the job seeker has been referred to a DES provider, if the work item generated was a:

• JSR/UPD activity, it will auto complete when the online diary workflow is completed
• MFU activity, manually complete the activity in Customer First

To book a provider appointment, go to Step 13.

If the job seeker is currently participating in an approved activity or has a current exemption from mutual obligation requirements and declines the offer of a voluntary referral:

• hold the work item until the exemption/approved activity end date + 1 day. For instructions on how to hold the work item, see Table 5
• record details on a Note/DOC, see Creating, reviewing and deleting documents (including Fast Notes and DOA DOCs)

Go to Step 19.

• Select the Action Item to make appropriate referrals. The Action Item will go to the appropriate screens/workflows to complete the activity. Processing guidelines and actioning issues can be found in Process Direct > Participation Summary > Key Information screen
• Once the job seeker has been referred to a CDP provider and the online diary workflow is completed, the activity will auto complete

See:

• Community Development Program (CDP)
• Online Diary

To book a provider appointment, go to Step 13.

Make sure the job seeker meets the eligibility criteria for either SEE or AMEP.

For job seekers who are recommended for a referral to SEE or connection to AMEP by the Job Seeker Snapshot, check visa and residency details on the following screens before proceeding:

• Legal Residence (RSLEG), and
• Residence Results Display (RSRD)

If the job seeker is a newly arrived migrant, over 18 years of age and does not have functional English, connection with their local AMEP provider should be considered first before considering a referral to SEE.

Go to Step 12.

If the job seeker is eligible to have a referral to SEE coded by Services Australia:

• key START in the Super Key
• from the Task Selector, select Create SEE/AMEP Referral to proceed with the SEE on-line eligibility checklist

If they are:

• eligible and willing to participate in SEE:
• complete the remainder of the referral process using the Create SEE/AMEP Referral workflow in the Process Direct Task Selector only
• see Referral to Skills for Education and Employment (SEE)
  Note: while Create SEE/AMEP Referral also appears on the Referral Summary (RRSUM) screen, this is not a functional referral workflow option
• not eligible or not interested in proceeding with a SEE referral:
• manually select the MFU in Customer First
• go to the Assessment Results (AR) screen to complete the activity
• record details on a Note/DOC stating the reasons, see Creating, reviewing and deleting documents (including Fast Notes and DOA DOCs)
• If the job seeker is eligible for SEE but a referral cannot be coded by Services Australia, tell the customer to get a referral to SEE by contacting:
• an employment services provider
• a SEE provider, or
• the DEWR Digital Services Contact Centre
• record details on a Note/DOC stating the reasons, see Creating, reviewing and deleting documents (including Fast Notes and DOA DOCs)

Go to Step 19.

If they are:

• eligible and willing to participate in AMEP
• tell them to contact their local AMEP provider as Services Australia cannot record referrals to AMEP. See the Resources page for AMEP provider locations
• record details on a Note/DOC, see Creating, reviewing and deleting documents (including Fast Notes and DOA DOCs)
• see Connecting customers to Adult Migrant English Program
• not eligible or not interested in participating in AMEP:
• manually select the MFU in Customer First
• go to the Assessment Results (AR) screen to complete the activity
• record details on a Note/DOC stating the reasons

Go to Step 19.

Once the job seeker has been referred to the appropriate provider:

• make sure a provider appointment is booked within the next 2 working days (if available)
• tell the job seeker of their appointment details verbally or in writing
• make sure the job seeker receives proper notification and reasonable notice of the appointment

Go to Step 14.

Record details on a DOC of the contact with the job seeker, and that notification has been given.

Use Fast Note - select Auto text, use Jobseekers > Update > Provider Appointment Booked.

Go to Step 19.

Check the Job Seeker Snapshot result via Participation Summary > Job Seeker Registration & provider information:

• A pending Job Seeker Snapshot status means the job seeker requires an ESAt or JCA. Determine if medical evidence has been provided
• If medical evidence has not been provided, check if a request to provide medical evidence was made within 14 days of the Job Seeker Snapshot being run on the Document List (DL) screen
• If no request was made or medical evidence is yet to be provided, request medical evidence
• If the job seeker has an outstanding claim hold the work item until the expected claim finalisation date. For instructions on how to hold the work item, see Table 5

Assessment Services staff will be allocated the work item to determine if an ESAt appointment is required to be booked.

The Job Seeker Snapshot status will be pending until a decision is made regarding an ESAt referral.

The ESAt activity is finalised using one of the following workflow options:

• Copy an existing ESAt or Job Capacity Assessment (JCA)
• Withdrawing the ESAt flag
• Deferring the booking of an ESAt appointment
• Booking of an ESAt appointment by Assessment Services

If medical evidence was requested more than 14 days from the date of the last Job Seeker Snapshot, the ESAt should be withdrawn, see Actioning a pending Job Seeker Snapshot initiated Employment Services Assessment (ESAt) activity.

Go to Step 19.

Assessment Services staff only:

Refer the principal carer to an ESAt if they are not eligible for a further exemption:

• go to the online diary within Participation Summary in Process Direct
• book an ESAt appointment using the 'VLNTR' (Volunteer) referral reason. Note: in all circumstances where a customer has experienced family and domestic violence, see Family and domestic violence to identify and offer referrals and consider a social worker referral

For more details about management of the pending ESAt and/or subsequent appointment bookings, see Actioning a pending Job Seeker Snapshot initiated Employment Services Assessment (ESAt) activity.

Go to Step 19.

• Hold the work item for 13 weeks from the suspension date pending contact from the job seeker. Do not cancel the work item. For instructions on how to hold the work item, see Table 5
• When the job seeker contacts:
• arrange a new ESAt appointment via the ESAt Attendance workflow on the Process Direct Task Selector
• this will complete the outstanding non-attendance activity

See Job Capacity Assessment (JCA) and Employment Services Assessment (ESAt) appointments.

Go to Step 19.

WAPDHSM keyword

If the job seeker has an expired approved activity on the Activity and Exemptions Summary (AEX) screen, but is still participating in the activity, or has a WAP/MFU with keyword WAPDHSM, and can be coded as meeting mutual obligation requirements through an employment related approved activity:

• update the activity start and end dates on the AEX screen within Process Direct
• the Key Information tab will display a new Action Item to negotiate a new Centrelink Managed Job Plan (if required) once the AEX screen coding is completed
• Note: if the job seeker is a Disability Employment Services (DES) job seeker in Post Placement Support, only update the AEX screen, as the DES provider will update the Job Plan
• check the MFU activity is cancelled in Process Direct, or completed in Customer First, after the Job Plan has been negotiated

Once all actions have been completed, go to the Workspace in Customer First:

• search for Online Interaction Summary within the search window
• select Online Interaction Summary
• key the work Item ID in the Activity ID field and select Search
• If a Maintain Activities and Exemptions interaction exists, select the activity via the customer's name hyperlink in the descriptions field
• select Edit at the top of the screen
• change the status from 'For Manual Action' to 'Completed'
• select Save at the top of the screen

WAPFMRP keyword

Centrelink or the provider has already approved the relevant activity on the AEX screen and Service Officer is required to negotiate a Centrelink managed Job Plan.

See:

• Approved mutual obligation requirements for Centrelink managed Job Plans
• Negotiating Centrelink Managed Job Plans

Go to Step 19.

Discuss the job seeker's mutual obligation requirements including requirements to attend any booked appointments and possible consequences if they fail to attend (if applicable).

Check that all the job seeker management activities are finalised:

• Select View details for the relevant AMR listed on the History Activity List (HAL) screen to display the completed status of the activity
  Note: activities with a completed status are not displayed on the Activity List (AL) screen within Process Direct
• Manually complete all MFU activities in Customer First
• Close Display on Access (DOA) DOCs about previous attempts to contact the job seeker

Note: only place job seeker management activities on hold when instructed in this procedure. If job seeker management activities do not finalise, follow the current Technical Support Model before reporting as an ICT issue.

If an allocated work item cannot be completed, staff must hold the work item.

Was the work item allocated as a Change of Circumstance (CoC) Interaction?

• Yes, go to Step 2
• No, the work item was allocated as an activity on the Activity list (AL) screen, go to Step 3

In Customer First, CoC Interaction records are listed on the Customer Summary screen.

• Go to the Workspace within Customer First
• Search for Online Interaction Summary in the search window
• Select Online Interaction Summary
• Place Work Item ID in the Activity ID field and select Search
• Select the activity via the hyperlink
• Select Edit at the top of the screen
• Change the status from For Manual Action to On Hold
• Select the activity status and change it to On Hold from the dropdown list
• Go to the Dates tab and select Expand
• Update the hold date on the On Hold Expiry Date line:
• select the calendar icon in the date column
• select the appropriate date

Note: where a Q164 letter is issued, add an extra day to the response due date (determined at Table 3 > Step 4), so the activity is released after the customer's last day to respond. If the due date falls on a public holiday or weekend, the due date will be the following business day. See the Resources page for examples

• Select Save

Note: do not place the work item on hold without an expiry date. This will place the work item on Hold indefinitely, resulting in the item never reallocating.

Procedure ends here.

• Go to the AL screen
• Select the activity
• Select Hold
• On the Activity Details (AY) screen, select the appropriate date in the Resubmit date field
  Note: where a Q164 letter is issued, add an extra day to the response due date (determined at Table 3 > Step 4), so the activity is released after the customer's last day to respond. If the due date falls on a public holiday or weekend, the due date will be the following business day. See the Resources page for examples
• Select Continue

Procedure ends here.