Principal carer participation and eligibility interview or notification for youngest child 15 years and 9 months Service Update 102-01130010

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

• Yes:
• Tell the customer there is nothing they need to do at this time. These notifications outline upcoming mutual obligation requirements and the Compulsory Participation Interview. Further notification of the appointment will be sent after the child's 16th birthday
• Ensure the customer understands the flexibility of their participation arrangements will cease and that they will have standard full-time mutual obligation requirements that will be negotiated at a compulsory interview when their child turns 16
• The customer will need to enter into a revised Job Plan with either Services Australia or their provider (if they are provider managed)
• Procedure ends here
• No. If the customer is contacting due to a change in circumstance or incorrect details on their record, go to Step 2

Discuss the customer's current circumstances and the changes to payment eligibility or mutual obligation requirements due to the age of their youngest qualifying child.

Discuss whether the child meets the secondary pupil child definition after turning 16 years old. If so, check if the job seeker is, or continues to be, eligible for a Distance Education or Home Schooling exemption.

Is the customer's youngest child undertaking Distance Education or Home Schooling as a Secondary Student?

• Yes, code the Activity and Exemption Summary (AEX) screen with the appropriate code:
• This means the customer will not have compulsory requirements while the child is considered a secondary student doing Home schooling or Distance Education
• No, discuss with the customer their change in circumstance

Procedure ends here.

This Service Update includes the following Service Components:

• 202 JSP/YA(o) Participation Interview 15 years and 9 months
• 252 JSP/YA(o) Participation Interview 15 years and 9 months (remote)

The Service Update will start automatically for Service Component 202 if a briefing interview has not been delivered when the youngest qualifying child turns 15 years and 7 months old. The system will automatically book an appropriate interview for identified customers.

All briefing interviews will be offered as a phone appointment, even for remote customers. Remote customers are mapped to a separate profile bracket and Service Component to prevent the automatic booking of an appointment.

For remote customers, Service Officers will need to search for these customers and start the Service Component manually.

When the customer attends the appointment, use the Service Profiling Update Workflow via Customer First (CF).

• To search for customers selected for this Service Update, go to Step 2
• To manually book the appointment, go to Step 4
• If customer fails to attend appointment, go to Step 5
• To conduct the interview, go to Step 6

• Go to the Service Component Search (PQCS) screen via the Next: field. Code the following fields on the Service Component: line
• In the ID: column enter Service Component number applicable
• 202 for JSP/YA(o) Participation Interview 15 years and 9 months
• 252 for JSP/YA(o) Participation Interview 15 years and 9 months (remote)
• Status: column code as 'STA' (for 202) or 'NST' (for 252)
• Area/CSC: field enter the Service Centre or Zone that the work is required for
• Press [Enter]
• A list of customers with Service Components that match the search criteria will be displayed on the PQCS screen. 'S'elect the required number of customers to meet the Service Update target - up to a maximum of 15 can be selected at one time

If the Service Update should be deferred, use the Defer or Cancel workflow.

The Service Strategy (PQSS) screen will display for the first customer selected. To start the Participation & Eligibility Interview 15 years and 9 months Service Update. The Schedule Contact Service Action needs to be updated

• On the PQSS screen, use 'I' to select the Service Action - 'Schedule Contact'
• Change the status from 'NST' (not started) to 'COM' (completed)
• Code the Source: and DOR: fields
• Finalise on the Assessment Results (AR) screen

The Service Component should now have a status of 'STA' (started).

The customer should be booked a phone appointment.

A manually booked appointment is required for customers identified as living in a rural or remote area. An appointment will also need to be manually booked for Service Component 202 when an automatic booking is not possible due to no profile being available. Additional action is required for remote area principal carer customers.

See Booking appointments in the Centrelink Appointment System.

Code the following:

• Appointment Type: field - code 'Compulsory Parti Ivw'
• Appointment Channel: field - 'Phone'.

If the appointment is more than 5 working days in the future, an appointment advice will be generated to inform the customer of the appointment, the reason for the appointment and information required during the interview

Does customer attend the appointment?

• Yes, go to Step 6
• No, go to Step 5

If the customer fails to attend the appointment their payment should be suspended for failing to attend the interview (FAI).

If the customer did not contact to reschedule the appointment after a letter had been sent to them their payment should be suspended for failing to reply to correspondence (FRC).

If the contact with the customer indicates that they do not wish to attend the briefing interview check the customer's details are up to date, including any children's records linked to them and finalise the Service Component.

Go to Step 9.

Access the Service Profiling Update Workflow through CF via the booked appointment:

• Select the Principal carer participation and eligibility interview - youngest child 15 years and 9 months Service Update by selecting the Update Service Component button

In the 'Principal carer participation & eligibility' interview discuss the customer's current circumstances and the changes to payment eligibility or mutual obligation requirements due to the age of their youngest qualifying child.

Discuss whether the child meets the secondary pupil child definition after turning 16 years old. If so, check if the job seeker is, or continues to be, eligible for a Large Family, Distance Education or Home Schooling exemption.

Ensure that the customer understands the flexibility of their participation arrangements will cease and that they will have standard full-time mutual obligation requirements that will be negotiated at a compulsory interview when their child turns 16.

The customer will need to enter into a revised Job Plan with either Services Australia or their provider (if they are provider managed).

Outline mutual obligation requirements. For more information; refer to Applying mutual obligation requirements.

• Advise of compliance framework for participation and their obligations for reporting and contact
• Confirm customer's understanding of upcoming key dates and mutual obligation requirements

Discuss options to meet their obligations:

• actively seeking work, for example, job seeker
• registered with an Employment Services Provider
• joining a program of assistance
• for more information, refer to Approved activities for principal carers

• 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, requirement to contact again within 14 days of the child turning 16 years of age and qualification for payment
• Finalise the Service Profiling Update Workflow. This will automatically update the status of the Service Component to 'COM' (completed)

Note: when the Service Component is completed it cannot be restarted.

Update the appointment status to 'Complete'.

For information on how to correctly attribute a Service Profiling debt to the associated Integrated Review System (IRS) Service Update, see Attributing Service Profiling Debts to Integrated Review System (IRS) Service Updates.