Principal Carer Social Worker Exemption Service Update for review of family and domestic violence or Relationship Breakdowns exemptions 102-01130030

The purpose of this contact is to review principal carers of dependent children with a D26/R26 exemption from their mutual obligations, who are receiving:

• Parenting Payment Single (PPS)
• JobSeeker Payment (JSP)
• Youth Allowance (YAL) jobseeker, or
• Special Benefit (SpB)

Letters/Notifications generated to the job seeker prior to the exemption period ending, trigger contact with the agency.

To locate job seekers with an outstanding Principal Carer Social Worker Exemption Update and commence the review, go to Step 2.

If the job seeker contacts the agency after receiving a Q999 end of exemption letter, or 7 day end of exemption letter, see Table 2.

If Social Worker recommends a further mutual obligation exemption period for Family and Domestic Violence (D26) or Relationship Breakdown (R26), see Table 3.

This Service Update:

• uses the Service Component 211 - Principal Carer Social Worker Exemption Update, and
• needs to be manually started

To identify the selected customers for this Exemption Service Update:

• go to the Component Search (PQCS) screen in Customer First, and
• search for Service Component (ID No. 211) with a status 'NST' (Not Started)

Contact with the job seeker is required to determine if:

• their circumstances have changed and they are able to participate, or
• a further exemption is required

Prior to contacting the job seeker, Service Officers should assess the appropriateness of engaging with them by telephone in the first instance.

If the job seeker has not confirmed they can receive telephone calls or letters safely, do not call them directly, or issue a manual Q999 letter.

Does the job seekers record confirm it is safe to contact them directly?

• Yes, go to step 3
• No:
• Create a Display on Access (DOA) DOC on the customer's record indicating the exemption is due for review. During the customer's next contact, request the service officer to discuss the customers current circumstances and if an extension is required/warranted
• Procedure ends here

To ensure the review of the job seekers exemption period can be managed efficiently, the preferred option is to contact the job seeker via an outbound contact (where it is safe to do so).

If the job seeker has a current telephone contact number recorded, make a genuine attempt to contact the job seeker, otherwise go to Step 4.

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

If the job seeker is registered for Electronic Messaging (EM):

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

Was the contact with the job seeker successful?

• Yes, go to Table 2
• No, go to Step 4

The status of the first Service Action 'Issue letter' on the customer's Service Strategy (PQSS) screen in Customer First is automatically displayed as 'NST'.

Issue a manual Q999 letter in Customer First, if the customer has confirmed it is safe for them to receive letters. The Resources page contains an example of suitable text.

The reason for issuing a manual letter is because of the sensitive nature of the exemption, particularly where the customer may still be living under the same roof as their ex-partner.

The letter asks the customer to contact the agency and speak to a social worker if they wish to have their exemption extended.

On the PQSS screen update Issue Letter Service Action to 'COM' (completed). This will automatically generate a manual follow up.

Procedure ends here.

Letters/Notifications are sent to the job seeker before the exemption period ends to contact the agency.

The purpose of this contact is to review principal carers of dependent children with a D26/R26 exemption from their mutual obligations and are receiving:

• Parenting Payment Single (PPS)
• JobSeeker Payment (JSP)
• Youth Allowance (YAL) jobseeker, or
• Special Benefit (SpB)

If the Service Officer has successfully contacted the job seeker, go to Step 2.

If the job seeker contacts the agency and has a DOA DOC recorded on their record about the review of their D26/R26 exemption period, or is contacting after receiving:

• manual Q999 end of exemption letter, or
• automatic ‘end of exemption letter’ up to 7 days prior to their exemption end date
• go to Step 2

For outbound calls, when the call is answered:

• staff can advise their name and that they are calling from Services Australia
• inform the job seeker at the start that the call may be recorded for quality assurance and training purposes

Note: it is not appropriate for staff to disclose the reason for the call or to identify the team they work with prior to authenticating the customer, as this could reveal the type of business the person being sought has with the agency, and thereby impact on their privacy.

For both inbound and outbound calls, staff must be satisfied the job seekers record being accessed belongs to the correct person prior to assisting them. See Authenticating a Centrelink customer.

Go to Step 3.

Follow the agencies Family and Domestic Violence procedures to help with discussion with the customer. Be aware of the environment the customer may be in and if it is safe for the customer to discuss their personal circumstances.

Service Officers must:

• discuss the job seekers current circumstances, and
• determine if the grant of a subsequent exemption period is appropriate

Has the job seeker indicated that their situation is unchanged and the exemption may need to be extended?

• Yes:
• Refer them to a social worker, see Social work service referral
• Go to Step 8
• No, go to Step 4

Discuss with the job seeker

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, with the work meeting the sufficient work test
• Small Business Training (as part of Self-Employment Assistance) on a part-time basis of 15 hours per week
• 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
• Approved voluntary work, when they combine this with a minimum of 15 hours per fortnight of another approved activity/activities such as study and/or paid work/self-employment
• Aged 55 to 59 years in the first 12 months of 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

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 fully meeting their mutual obligations through a Centrelink approved activity?

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

Job seekers fully meeting requirements 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 correctly recorded
• To view/update AEX screen:
• 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 requirement
• 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, if not already connected to an Employment Service
• Negotiate a Job Plan with the job seeker

Go to Step 9.

If a family and domestic violence or relationship breakdown exemption is not renewed as a part of the Service Update, jobseekers with mutual obligations must be:

• registered as a Fully Eligible Participant (FEP) job seeker, and
• the Job Seeker Snapshot reviewed

Request an Employment Services Assessment (ESAt) if:

• barriers relating to disability/medical factors are identified that impact on the type or amount of work the job seeker can do are identified, and
• a current and valid ESAt does not exist

The ESAt will be used to determine the impact of these barriers to employment and recommend interventions that may assist the job seeker.

To check if there is a current and valid ESAt report in Process Direct:

• Key 'RRSUM' in the Super Key field, select [Enter], or
• Select > Participation Summary > Activity type/Non-applied exemptions > Referral summary

If a current and valid ESAt report:

• exists and a referral to an Employment Service is recommended, follow up referral as appropriate
• does not exist, and the Job Seeker Snapshot needs to be reviewed, go to Step 7

Where an ESAt is not required, or a current and valid ESAt recommends referral to an Employment Service, job seekers must be connected to an Employment Service if they are:

• not exempt from compulsory mutual obligations requirements
• not fully meeting their mutual obligations requirements through an approved activity
• meeting their requirements but wish to volunteer in Workforce Australia Services

In Process Direct:

• Select Participation Summary > Job seeker registration & provider referral information > Start job seeker registration
• If a current and valid ESAt does not exist, run the Job Seeker Snapshot as part of the job seeker registration workflow to determine the most appropriate referral option
• Based on the outcomes of the Job Seeker Snapshot, make an appropriate referral, if not automatically linked to Workforce Australia Online
• If a current and valid ESAt exists, make a referral via the Online Diary if appropriate as per the ESAt recommendation

See:

• Registering Fully Eligible Participant (FEP) job seekers in Workforce Australia
• Conducting a Job Seeker Snapshot interview
• Determining when an Employment Services Assessment (ESAt) is required
• Request an Employment Services Assessment (ESAt)
• Selection or allocation of a Workforce Australia Employment Services Provider

If the job seekers is:

• living in a Department of Employment and Workplace Relations (DEWR) designated remote area, and referred to a Community Development Program (CDP) provider, the provider will negotiate a Job Plan
• already connected to any other provider, the provider will use their discretion to negotiate suitable activities to include in their Job Plan

Tell the jobseeker:

• They must comply with their mutual obligations requirements and the consequences of not doing so. See Managing compliance with compulsory requirements
• They must continue to report fortnightly

Go to Step 9.

Check the Activity and Exemptions Summary (AEX) screen to confirm if the existing D26/R26 exemption has ended.

Has the exemption ended?

• Yes:
• Service Component will automatically update to Historical (HST) and complete the outstanding action
• Go to Step 10
• No, complete the Service Profiling update, go to Step 9

Complete the Service Component by launching and finalising the Service Profiling Update Workflow.

In Customer First:

• Type ‘Service Profiling Update’ in the Search Workspace field
• Select relevant outstanding action Principal Carer Social Worker Exemption Service Update
• 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 status of the Service Component to ‘COM’. Note: when the Service Component is completed, it cannot be restarted

For more information on:

• changing a Service Action status, see The Service Strategy (PQSS) screen
• 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

Go to Step 10.

• Use Fast Note - select Auto Text, use Jobseekers > Update > Service Profiling Update Appointment
• Select the Principal Carer Social Worker Exemption option and remove the other Service Update types listed
• Answer all questions within the Fast Note:
• remove the option that is not relevant, and
• include any additional information that is necessary
• Procedure ends here

During contact with the job seeker, the social worker will:

• make an assessment of their circumstances, and
• provide a recommendation to grant/not grant a further period of Family and Domestic Violence (D26) or Relationship Breakdown (R26) mutual obligation exemption

The social worker will record a DOC outlining their recommendation, including:

• The type of exemption recommended
• The period of exemption recommended
• A brief description of the customers circumstances and their impacts (non-sensitive information only)
• Other referrals/interventions made or required to be made
• Whether further sensitive information exists within the SWIS system
• Social Workers log on and contact details in case the Service Officer has other questions for them

Has the social worker recommended to extend the job seekers exemption from mutual obligations?

• Yes, go to step 2
• No, go to step 5

In Process Direct:

• Key 'AEX' in the Super Key field, select [Enter]
• The Activity and Exemption Summary (AEX) screen will display the exemption period/s previously granted

Has the current exemption period ended?

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

Update the job seeker’s record in Process Direct as per the Social Workers recommendation DOC:

• 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 D26 or R26
• Start date:
• If the previous end date is within 14 days and the job seeker has remained eligible for the exemption, code the start date as the previous exemption end date + 1 day
• If the previous exemption ended more than 14 days ago, record the exemption from the date specified within the Social Workers recommendation DOC
• End date: the end date should be coded for the shortest required period up to a maximum duration of 16 weeks. The Social Workers recommendation DOC will include the exemption period deemed appropriate
• Select Save
• Enter Receipt Date, Channel and Service Reason and select Save
• Select Assess. The SAP warnings and errors screen will display
• Select Assess again
• Select Finish. Record details of the update on the Finalise screen before completing the assessment
• Select Finalise to complete the transaction
• Annotate the Social Workers mutual obligation recommendation DOC confirming the recommendation has been actioned
• Complete the Fast Note DOC

Go to Step 5.

If the job seeker has remained eligible for a D26/R26 mutual obligation exemption, update the job seekers record to implement the social workers exemption recommendation:

• Go to the Activity and Exemptions Summary (AEX) screen
• Select Edit to correct an existing exemption period
• Amend the exemption end date to yesterday’s date
• Select Save
• Enter Receipt Date, Channel and Service Reason and select Save
• Select the Add icon in the top right corner of the Manual activities and exemptions table to add a new mutual obligation exemption period
• Enter the following from the Social Workers exemption recommendation DOC:
• Exemption reason (Activity Type): D26 or R26
• Start date: record the start date as the date the previous D26/R26 exemption ended + 1 day (todays date)
• End date: the end date should be coded for the shortest required period up to a maximum duration of 16 weeks. The Social Workers recommendation DOC will include the exemption period deemed appropriate
• Select Save
• Select Assess and address any errors/warnings on the SWE screen
• Select Assess again
• Select Finalise. Record details of the update on the Finalise screen before completing the assessment
• Annotate the Social Workers mutual obligation recommendation DOC confirming the recommendation has been actioned
• Complete the Fast Note DOC

Go to step 5

Make one genuine attempt to contact the job seeker.

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

If the job seeker is registered for Electronic Messaging (EM):

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

If the contact with the job seeker is successful, go to Step 6.

If the contact with the job seeker is unsuccessful and a further exemption period is:

Granted

• Job seeker will get a notification advising them of the mutual obligation exemption granted
• Procedure ends here

Not granted

• Job seeker will be notified 7 days before the expiry of their exemption that they will be required to participate and enter into a Job Plan once their exemption period expires
• Job Seeker Management Activities will be generated and allocated to an appropriately skilled service officer if the job seeker requires a:
• job seeker registration
• referral to an Employment Service
• Procedure ends here

When the call is answered, staff can advise their name and that they are calling from Services Australia. Inform the job seeker at the start that the call may be recorded for quality assurance and training purposes.

Note: it is not appropriate for staff to disclose the reason for the call or to identify the team they work with prior to authenticating the customer, as this could reveal the type of business the person being sought has with the agency, and thereby impact on their privacy.

Staff must be satisfied the job seekers record being accessed belongs to the correct person prior to assisting them. See Authenticating a Centrelink customer.

Follow the agencies Family and Domestic Violence procedures to inform the future discussion with the customer. Be aware of the environment the customer may be in and if it is safe for the customer to discuss their personal circumstances.

Has the outcome of the Social Workers recommendation resulted in a mutual obligation exemption being extended?

• Yes, go to step 7
• No, go to step 8

Tell the job seeker:

• an exemption has been granted
• how long the exemption applies for
• they may contact us before the expiry if they require a further exemption period
• they must notify Services Australia of any changes in circumstances that will affect their exemption
• they are still required to report (online, phone self service or in person). Consider eligibility for variable reporting. See Reporting overview

Their job seeker registration will remain current during the exemption period. A job seeker connected to an Employment Services Provider may be suspended from Employment Provider Services when an exemption is recorded. Once the exemption ends, the suspension from Employment Provider Services will also end.

The job seeker may choose to volunteer to participate with their provider at any time during the exemption period by contacting their provider.

If the exemption is applied after they have been connected to an Employment Services Provider, participation in the requirements previously agreed with the provider during the exemption period are voluntary.

Go to step 9.

Centrelink managed job seekers are required to meet mutual obligation requirements following the expiry of their exemption period.

Principal carers fully meeting mutual obligation requirements through an approved activity are not required to be connected to an Employment Services Provider when registered as a job seeker.

Check that a Display on Access DOC is recorded and that details on the Activity and Exemption Summary (AEX) screen are correct.

To view Activity and Exemptions in Process Direct:

• Key 'AEX' in the Super Key field, select [Enter]
• The Activity and Exemption Summary (AEX) screen will display

For more information about approved activities that fully meet requirements, see Mutual obligation requirements for principal carers.

If not already connected to an employment service:

• register the job seeker using the Job Seeker Registration Only (JSRO)/No Remote Referral Required (NRRR) option
• negotiate a Centrelink managed Job Plan if the job seeker is fully meeting requirements through a Centrelink approved activity. See Negotiating Centrelink Managed Job Plans

Go to Step 9.

If the job seeker:

• does not fully meet the requirements
• check if any other exemption reason is appropriate, and
• record the exemption if necessary
• is not eligible for a mutual obligation exemption:
• check if there is a current and valid ESAt on the job seeker's record when considering whether to make a new ESAt referral

To check if there is a current and valid ESAt reports in Process Direct:

• Key 'RRSUM' in the Super Key field, select [Enter], or
• Select > Participation Summary > Activity type/Non-applied exemptions > Referral summary

If a current and valid ESAt report:

• exists, follow up ESAt recommendations as appropriate now that the job seeker is no longer exempt
• does not exist, run the Job Seeker Snapshot to determine if any change in circumstance has occurred or any disability/medical barriers exist requiring a new ESAt referral
• is not required, make a referral to an Employment Service (if appropriate)

See:

• Determining when an Employment Services Assessment (ESAt) is required
• Request an Employment Services Assessment (ESAt)

Go to Step 9.

If not already registered as a job seeker or connected with an Employment Services Provider:

• Register them as a Fully Eligible Participant (FEP)
• Make a referral to an employment service, if referral to an ESAt is not required
• If they have a current and valid ESAt, make a referral as per the referral recommendations
• Refer them to the most appropriate provider

Tell the job seeker:

• If identified as suitable for a referral to an ESAt, they will have to provide medical evidence within 14 days
• If referred for an ESAt, they may be requested to attend an appointment
• Pending the current and valid ESAt or future ESAt recommendations, they may be required to meet mutual obligation requirements for principal carers, including looking for work of at least 15 hours per week
• They have a number of options to meet their obligations:
• actively seeking work
• working 15 hours or more per week
• joining a program
• commencing study, or
• undertaking approved voluntary work
• Of any other support available
• If they are living in a Department of Employment and Workplace Relations (DEWR) designated remote area, and are referred to a Community Development Program (CDP) provider, the provider will negotiate a Job Plan with them
• If they are connected to a provider, the provider will use their discretion to assess whether the job seeker should have job search requirements following their exemption expiring
• About the consequences of not meeting their mutual obligation requirements
• About their reporting requirements

Go to Step 9.

To complete the Service Profiling Update workflow, check if a started 211 - Principal Carer Social Worker Exemption Update exists on the job seekers record.

Select from the options below:

Complete the Service Component by launching and finalising the Service Profiling Update Workflow.

In Customer First:

• Type ‘Service Profiling Update’ in the Search Workspace field
• Select relevant outstanding action Principal Carer Social Worker Exemption Service Update
• 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 status of the Service Component to ‘COM’. Note: when the Service Component is completed, it cannot be restarted

For more information on:

• changing a Service Action status, see The Service Strategy (PQSS) screen
• 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

Go to Step 10.

If the previous exemption period expired, prior to contact with the job seeker:

• A started 211 - Principal Carer Social Worker Exemption Service Update will not exist on the job seekers PQSS screen
• The status will display as historical on the PQH – Service Profile History screen
• No further Service Profiling updates are required

Go to Step 10.

• Use Fast Note - select Auto Text, use Jobseekers > Update > Service Profiling Update Appointment
• Select the Principal Carer Social Worker Exemption option and remove the other Service Update types listed
• Answer all questions within the Fast Note:
• remove the option that is not relevant, and
• include any additional information that is necessary