Principal Carers Large Family Eldest Child Review Service Update 102-01130020

• The Participation Exemption Ivw 15yr 9m - Lrg Fam Service Update (728) - will create work item (743) 'Large Family Eldest Child Review' for a Service Officer to contact the job seeker who has a phone number recorded
• The Participation Exemption Ivw 15yr 9m - Lrg Fam Service Update (729) - will send a letter (745) for job seeker to contact us if no phone number is recorded
• The Participation Exemption Ivw 15yr 9m - Lrg Fam Service Update (253) (Remote) – the selection of job seeker needs to be done manually to start the process, see Table 3

Do not complete via the Profiling/Parenting Exceptional circs activity on the Activity List (AL) screen as this closes the work item without updating the required service profiling coding. The info link under the help column explains that this activity and corresponding work item will close if actioned correctly under the Service Strategy (PQSS) screen.

When Service Officers are allocated a work item, they must:

• review the Document List (DL)/Notes screen to determine the required action
• check the Activity and Exemption Summary (AEX) screen via Customer Summary in Process Direct to confirm if an exemption has already been coded/extended

For a ZALL_AEX_GEN - 'Large Family Eldest Child Review' work item:

• if a first outbound attempt is required, go to Step 2
• if a second outbound attempt is required, go to Step 4
• if the AEX screen in Process Direct is coded with reason LF4 and extended for another 12 months, see Table 2 > Step 7
• If a job seeker contacts because:
• payment is SUS-FRC, go to Step 7
• they have received a You need to call us letter (WAPNGCON) or have a Booked Appointment, see Table 2

When it is necessary to contact a job seeker, make 2 genuine attempts to contact.

Note: consider engaging an interpreter if the customer has limited English language proficiency and their preferred language is recorded. See Interpreter Services.

If the contact number recorded on the job seeker's record is a mobile number:

• Create a pre-call notification (SMS only) using Desktop Electronic Messaging Capability (DEMC), and
• Wait 5 minutes before making the outbound attempt

Was the first contact attempt successful?

• Yes, and the job seeker is:
• available to undertake the Large Family Eldest Child Review, see Table 2
• not available to undertake the Large Family Eldest Child Review at the time of contact, go to Step 5
• No, go to Step 3

If the first contact attempt is unsuccessful:

• Hold the work item until the next calendar day
• Create a DOA DOC:
• Document Completion: Yes
• Select Display on Access
• Reason: OTH
• Expiry Date: Enter {exemption code LF4 end date +1} and select Confirm
• Extra Details: Large Family Eldest Child Review
• Text: {insert sufficient details regarding purpose for the outbound attempt}
• 1st attempt to contact unsuccessful
• Contact Numbers/s attempted:
• Time: am/pm
• Message left: Yes/No
• Call outcome: 2nd attempt will be made
• If the job seeker contacts, action outstanding Large Family Eldest Child Review. See Table 2
• Procedure ends here

If the first attempt to contact the job seeker is unsuccessful, make a second genuine attempt to contact.

If the contact number recorded on the job seeker's record is a mobile number:

• Create a pre-call notification (SMS only) using Desktop Electronic Messaging Capability (DEMC), and
• Wait 5 minutes before making the outbound attempt

Was the second contact attempt successful?

• Yes, and the job seeker is:
• available to undertake the Large Family Eldest Child Review, see Table 2
• not available to undertake the Large Family Eldest Child Review at the time of contact, go to Step 5
• No, go to Step 6

If the job seeker is not available to undertake the review:

• Book a Post Exemption Review phone appointment, see Booking appointments in the Centrelink Appointment System
• Hold the work item until the date of the scheduled appointment
• Procedure ends here

The Service Component 728 should have a status of started (STA):

• after a second unsuccessful outbound contact attempt, or
• where there are no contact details or incorrect details recorded (for example, the job seeker's phone number is not registered)

Update the Service Component by changing the status of the Request for Contact Service Action.

To update the Request for Contact Service Action:

• Go to the PQSS screen and enter an ‘X’ on the Participtn Exmptn Ivw 15yr 9m - Lrg Fam Service Component, this will expand to show Service Action/Detail
• Enter an 'I' in the field to the left of the Service Action - Request for Contact (Manual) (744)
• Change the status from not started (NST) to No Action Possible (NAP)
• Code Source: and DOR:
• Finalise on the Assessment Results (AR) screen
• Annotate DOA DOC with:
• 2nd attempt to contact unsuccessful
• Contact Number/s:
• Time: am/pm
• Message left: Yes/No
• You need to call us letter has been sent to the job seeker

This action will automatically send a letter to the job seeker:

• Hold the work item until the day after the allowable time has expired

Procedure ends here.

If the job seeker:

• contacts within 13 weeks of notification of suspension (FRC):
• restore payment
• action outstanding activities
• see Table 2
• contacts more than 13 weeks after notification of suspension:
• they will have to re-claim
• procedure ends here
• fails to contact, no more action required:
• A Large Family Exemption Review activity will be created 23 days after the Request for Contact Letter is issued
• Their record will automatically suspend FRC (Failed to Reply to Correspondence)
• Procedure ends here

Does the job seeker have a current Managed Service Plan with a One Main Contact/Personalised Services arrangement in place?

• Yes, procedure ends here. See Referring customers to and handling customer enquiries and correspondence for Personalised Services
• No, go to Step 2

Note: consider engaging an interpreter if the customer has limited English language proficiency and their preferred language is recorded. See Interpreter Services.

Discuss with the job seeker:

• If the child(ren) meets the secondary pupil child definition after turning 16 years old and allows the job seeker to extend their large family exemption
• Whether the child(ren) will remain in secondary school and be living at home after turning 16 years old
• Request evidence from the job seeker to confirm the child(ren’s) school enrolment after turning 16 years old. Note: secondary pupil child information cannot be verified from the customers record

Is the job seeker eligible for an extension of the Large Family Exemption?

• Yes, go to Step 3
• No, go to Step 4

In Process Direct:

• Go to the Activity and Exemptions Summary (AEX) screen
• Select Add icon in the top right corner of the Manual activity and exemptions table
• The Create manual activity/exemption screen will display
• Select the Activity Type LF4 - Large Family
• Start date: current exemption end date +1
• End date: the new start date plus 363 days, or:
• if the current exemption period ends more than 2 weeks in the future, end date the current exemption period on the date of job seeker contact. Code the new exemption period from the updated expiry date + 1 day
• end date is when the job seeker’s eldest child is expected to cease being a secondary pupil child (if less than 364 days in the future)
• the job seeker’s youngest child’s 16th birth date (if less than 364 days in the future)
• Complete the Receipt Date, Channel and Service Reason fields
• Select Save
• Select Assess and address any errors/warnings on the SWE screen
• Select Assess again and select Finish
• Record details of the update on the Finalise screen
• Select Finalise to complete the transaction
• Go to Step 7

A principal carer is considered to meet their part-time mutual obligations requirements if they undertake one of the following:

• Paid work for at least 30 hours per fortnight that meets the sufficient work test. This includes self-employment using net income after expenses
• Approved study of 30 hours per fortnight
• A combination of study and paid work/self-employment of at least 30 hours per fortnight
• Small Business Training (as part of Self-Employment Assistance) on a part-time basis of 15 hours per week
• Aged 55 or older and undertaking 30 hours approved voluntary work or a combination of voluntary and paid work, including self-employment, which equals at least 30 hours per fortnight
• Aged 55 to 59 years in the first 12 months of their current payment and undertaking approved voluntary and paid work, with a minimum of 15 hours per fortnight of paid work or self-employment
• See Mutual obligation requirements for principal carers and Approved activities for principal carers

Principal carers already fully meeting their mutual obligation requirements through paid work or study of 30 hours per fortnight, are not required to be connected to an Employment Services Provider. However, they may volunteer to do so.

Further checks:

• Check if another exemption is appropriate and record exemption if necessary. For more details, see Mutual obligation requirements exemptions
• Inform the job seeker of any other support available

Is the job seeker satisfying their mutual obligations through approved activities?

• Yes, go to Step 5
• No:
• If exemption is coded, go to Step 7
• None of the above, go to Step 6

Centrelink managed job seekers are required to enter into a Centrelink Managed Job Plan at the end of their exemption period. See Negotiating Centrelink Managed Job Plans.

In Process Direct, Service Officers must:

• Check the details on the Activity and Exemption Summary (AEX) screen are correct
• To view/update Activity and Exemptions:
• Key 'AEX' in the Super Key field and select [Enter]
• The AEX screen will display
• Select Add icon to add a new approved activity requirement or select Edit to correct an existing activity
• Job seekers fully meeting mutual obligations through an approved activity should be registered as a job seeker using the Job Seeker Registration Only (JSRO)/No Remote Referral Required (NRRR) option
• Negotiate a Centrelink Job Plan with the job seeker

Go to Step 7.

If the jobseeker:

• is not fully meeting their mutual obligations requirements through approved activities, connect them with an Employment Services Provider
• is exempt from mutual obligations and they wish to volunteer, register them as a Fully Eligible Participant (FEP). For more information, See Registering Fully Eligible Participant (FEP) job seekers in Workforce Australia

In Process Direct:

• Select > Participation Summary > Job seeker registration & provider referral information > Start job seeker registration
• Run the Job Seeker Snapshot to determine the most appropriate service
• Refer them to their choice of provider if not automatically linked to Workforce Australia Online by the Department of Employment and Workplace Relations (DEWR)

If the job seeker is:

• living in a DEWR designated remote area, and referred to a Community Development Program (CDP) provider, the provider will negotiate a Job Plan
• connected to a Workforce Australia or Disability Employment Service provider, the provider will negotiate suitable activities to include in their Job Plan
• not connected to a provider and a current and valid ESAt exist:
• Review the ESAt recommendations
• Make a referral (if required) now that the job seeker is not exempt from mutual obligations

Tell the job seeker if they no longer have 4 or more eligible dependent children:

• They are no longer entitled to the:
• large family exemption from mutual obligations
• higher rate of JSP, YA or SpB (equivalent to the PPS rate) if single
• They must comply with their compulsory requirements and the consequences of not doing so. If they are provider managed, see Managing compliance with compulsory requirements
• They must continue to report fortnightly

Go to Step 7.

In Customer First, if the Large Family Exemption Child 16 review was:

• completed via a booked appointment:
• Launch the Service Profiling Update workflow via CRN/BP: > APPOINTMENTS Tab
• Select Execute option
• not completed via a booked appointment:
• Launch the Service Profiling Update workflow via the Customer First Workspace
• Select Large Family Exemption Child 16 Review
• Select Next
• Complete the Y/N responses within the question set
• Select Finish located in the top left of the screen
• This will automatically update the Service Component and appointment (if booked) status to Completed (COM). Note: Service Component cannot be restarted after it is completed
• Document the conversation and outcomes using the Fast Note - select Auto Text, use Jobseekers > Update > Service Profiling Update Appointment
• Complete any outstanding activities on the AL screen

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.

253 Participation Exemption Ivw 15yr 9m - Lrg Fam Service Update (Remote)

Remote job seekers are profiled for Service Component 253 to review their large family exemption. These job seekers are not:

• automatically booked an appointment
• sent a request to contact letter for those without phone contact details

Remote job seekers must have an appointment booked manually.

Job seekers are identified by searching for Service Component ID 253 with a status 'NST' (Not Started)

The Service Component Search (PQCS) and Service Component National Search (PQNS) screens provide the search facility.

Go to Step 2.

To locate Principal Carers selected for a Participation Exemption Review, code the following fields on the Service Component National Search (PQNS) screen in Customer First:

• Service Component ID: Enter ‘253’
• Status: Enter ‘NST’ - not started
• Area/CSC: Enter appropriate Zone or Office code and select Search
• Search Results will display the number of job seekers that match the search criteria
• Select the environment with job seekers listed
• Service Component Search (PQCS) screen will display with search criteria
• Select Continue
• Enter ‘S’ elect next to each Customer CRN (up to a maximum of 15 can be selected at one time)
• Select Continue
• Service Strategy (PQSS) screen will display. If the job seeker has a Display on Access (DOA) DOC, this will display. Select Continue and the PQSS screen will display

Go to Step 3.

Start the Service Component by updating the status of the Manually Schedule Contact Service Action:

• Enter ‘X’ in the field to the left of Participation Exmptn Inv 15 yr 9m - Lrg Fam (Remote) (253)
• Enter ‘I’ in the field to the left of the Service Action - Manually Schedule Contact (290)
• Change the status from not started ‘NST’ to completed ‘COM’
• Code Source: and DOR: fields
• Select Continue and go to Assessment Results (AR) screen to finalise the activity
• The Service Component status on the PQSS screen will display as started ('STA')

Go to Step 4.

To manually book an appointment, see Booking appointments in the Centrelink Appointment System.

In Customer First:

• Select Book and Manage Appointments in Workspace
• Select Create Appointment and complete all required information including:
• Appointment Type: Briefing Large Family Exemptions Appt
• Appointment Channel: preferred option is Phone. If a remote job seeker has no contact details, consider referring them to the Remote Servicing Team. For Remote Servicing Customer Referrals option, see the Resources page.
• Service Reason: select appropriate payment type from the drop down field
• On this day: at least 14 days into the future for those registered for online letters or at least 30 days into the future for notification by mail. See Allow extra time for mail delivery
• Once an appointment is booked, the Centrelink Appointment System will send a letter to the job seeker