Briefing interviews or notification when youngest child is 5 years and 9 months Service Update for Parenting Payment 102-01090030

Is the customer contacting due to not understanding the notification or what they need to do next?

• Yes:
• Tell the customer that when their youngest child turns 6 years, they will need to meet compulsory mutual obligation requirements
• They will need to undertake activities that allow them to meet their requirements to continue to receive their payment. These activities are aimed at increasing their chances of finding work and could include activities such as looking for work, study, or working part time.
• Tell the customer they will receive notification of an appointment when their youngest child turns 6 years
• Procedure ends here
• No, go to Step 2

Is the customer living in a remote location and contacting to book or reschedule a PP briefing interview?

• Yes, go to Step 3
• No, the customer wishes to complete the briefing appointment now, see Table 2 > Step 2

Choose appropriate option below.

Determine if an interpreter is needed for the appointment. To book the appointment (and interpreter if needed), see Booking appointments in the Centrelink Appointment System.

If an interpreter is needed:

• For a non-English interpreter, see Booking an interpreter for an appointment
• For an Indigenous interpreter, see Accessing an Indigenous interpreter

Once booked, verbally confirm the date and time of the appointment with the customer.

Procedure ends here.

Reschedule the booked appointment as requested by the customer. See View, reschedule or cancel an appointment in the Centrelink Appointment System.

If an interpreter is needed:

• For a non-English interpreter, see Booking an interpreter for an appointment
• For an Indigenous interpreter, see Accessing an Indigenous interpreter

Verbally confirm the date and time of the appointment with the customer.

Procedure ends here.

Attempt to contact the remote customer at the scheduled appointment time. If they have an SMS preference recorded, send them a pre-call SMS and wait 5 minutes before calling. See Centrelink letters online and Electronic Messaging.

Genuine attempts to contact by phone must be made on every current phone number Services Australia has recorded for the customer and correspondence nominee or authorised representative, if they have one. Attempts to contact should be at different times of day and when the customer is likely to be available, over more than one day.

Details about the outbound contact attempts must be included in a DOC.

Was contact with the customer successful?

• Yes, go to Step 2
• No, reschedule the appointment. Procedure ends here

Tell the customer that when their youngest child turns 6 years, they will have compulsory part-time mutual obligation requirements. The customer will be required to undertake activities to continue to receive their PP. These activities are aimed at increasing their chances of finding work and could include activities such as looking for work, undertaking study or part-time work.

Check if any PP child(ren) have come into the customer’s care and have not been coded or updated as a principal care child(ren).

There are occasions where a PP briefing interview is booked, however the customer has other younger children that would qualify as PP child(ren) in care, who have not been correctly assessed or coded as a principal care child(ren).

For example, if a customer has 4 children and the oldest child is a PP child, but subsequent children have only been assessed for Family Tax Benefit (FTB) and not coded as principal care children.

Is the customer the principal carer of a PP child(ren) who has not been assessed and coded on their record?

• Yes, code the PP child. To:
• link a child to the customer’s record, see Linking a child to a customer's record
• assess a child as a principal care child, see Principal carer of a dependent child
• Note: if this child is:
  under 5 years and 9 months, the customer will not have compulsory mutual obligation requirements and the interview is not required. go to Step 4
  5 years and 9 months or older, go to Step 5
• No, go to Step 5

The briefing interview is not required due to a younger PP child being in the customer’s care.

Cancel the appointment if booked and make sure all other customer details are up to date.

Procedure ends here.

Assess the customer’s current circumstances to determine if they are already meeting their mutual obligation requirements.

Is the customer already meeting their mutual obligation requirements?

• Yes, to go Step 6
• No, go to Step 7

PPS customers who are already meeting their mutual obligation requirements and will require a Job Plan as part of their eligibility for income support payment (once their youngest child in care turns 6 years), may be eligible for JSRO registration.

To register a job seeker in Process Direct:

• Select > Participation Summary > Job seeker registration & provider referral information > Start job seeker registration to register the customer as Job Seeker Registration Only (JSRO)
• Select PCP Meet Requirements for Set to Job Seeker Registration Only No Provider Referral Required?
• Select Next
• Principal Carer question set presents, complete as per the customer’s response
• Select Next
• Select No for Do you wish to conduct Job Seeker Snapshot for this customer
• Select Next to finalise the workflow
• See Eligibility and registration as a Job Seeker Registration Only (JSRO)/No Remote Referral Required (NRRR) job seeker

Go to Step 7.

Tell the customer that they will be booked in for and need to attend a compulsory participation interview when their youngest child turns 6 years, to discuss compulsory participation requirements and update their record as needed. See Conducting, rescheduling or failure to attend a Parenting Payment Single (PPS) Compulsory Participation Interview.

Go to Step 8.

Complete any outstanding activities if required.

Provide details in a DOC of the mandatory information provided to the customer during the conversation, including key dates and any activities the customer is currently participating in that will meet future mutual obligation requirements. If Job Seeker Registration Only (JSRO) was also completed, this should be recorded in the DOC.

Completing the workflow will automatically update the status of the Service Component to COM (completed). See Service Components and Service Actions. Once the Service Component is completed, it cannot be restarted.

Procedure ends here.