Principal carer exceptional circumstances review 102-01130050

These include the following Service Components:

212 Exceptional Circs Exemption Update

The selection of job seekers is done automatically by the system to start the process.

The system automatically books an appointment in the Centrelink Appointment System.

Selected job seekers can be identified by searching for Service Component ID 212 with a status 'STA' (Started), go to Table 2.

255 Exceptional Circs Exemption Update (Remote)

The selection of remote job seeker needs to be done manually to start the process.

Job seekers are identified by searching for Service Component ID 255 with a status 'NST' (Not Started).

To start a Participation Exemption Review for remote customers, go to Step 2.

To locate Principal Carer job seekers 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 ‘255’
• Status: enter ‘NST’ - not started
• Area/CSC: enter appropriate code and select Search
• Search Results will display the number of principal carer job seekers that match the search criteria
• Select the environment with principal carer 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

Go to Step 3.

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

• Record an ‘X’ in the field to the left of Exceptional Circs Exemption Update (Remote) (255)
• Record an 'I' in the field to the left of the Service Action - Manually Schedule Contact
• 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 to activity
• The Service Component status on the PQSS screen will display as started ('STA')

Go to Step 4.

Manually book an appointment in Customer First using the Book and Manage Appointments in Workspace. See Booking appointments in the Centrelink Appointment System.

Complete all the required information, including:

• Appointment Type: Post Exemption Review Appt
• Appointment Channel: preferred option is Phone:
• Face to face interviews may be required if the job seeker has no phone contact details recorded
• 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 online letters or at least 29 days into the future for notification by mail

Once an appointment is booked, the Centrelink Appointment System sends a letter to the customer.

Procedure ends here.

Is the Principal carer exceptional circumstances review being conducted as a:

• Phone appointment, go to step 2
• Face to face appointment, go to step 3

Attempt to contact the job seeker at the scheduled appointment time. If they have a SMS preference recorded, send them a pre-call SMS to before calling. See Centrelink letters online and Electronic Messaging.

If unable to contact the job seeker on the first attempt, try again approximately 15 minutes later. Two genuine contact attempts must be made.

Go to Step 3.

Check the job seeker's record to determine their circumstances and the reason for their exemption.

The exceptional circumstances exemption reason is granted to principal carer job seekers where:

• the job seeker is unable to meet their mutual obligation requirements, and
• no other exemption fits their circumstances

Examples of when this exemption would be granted include:

• sick children
• exceptional personal crisis associated with a relationship breakdown where family and domestic violence is not involved
• caring for a frail, aged or disabled person (but not eligible for Carer Allowance or Carer Payment)
• overseas and recently returned to Australia
• caring for children during school holidays or before starting school
• major personal disruption to the customer's home
• jury duty
• being a refugee
• undertaking a Community Service Order for more than 20 hours per week
• volunteering during a state or national emergency
• a temporary absence from Australia, or
• job seekers whose livelihood is affected by drought where they would meet the criteria for Farm Household Allowance

For more details, see Exempting a job seeker from mutual obligation requirements due to special circumstances.

Go to Step 4.

Has the job seeker attended the appointment?

• Yes, go to Step 7
• No, go to Step 5

If the job seeker fails to attend the appointment Service Officers must check if:

• they have lodged any new evidence to extend exemption, go to Step 8
• they are fully meeting their mutual obligations requirements through an approved activity, go to Step 9
• they are referred to an Employment Service Provider, go to Step 9
• none of the above apply, consider if the job seeker’s payment should be suspended, go to Step 6

Finalise the appointment

In Customer First, from Quick Links:

• Select Appointments > Book and Manage Appointments
• Select and highlight the appointment details
• Select Did Not Attend
• Select Finish

For more information, see Complete and finalise appointment in the Centrelink Appointment System.

Before suspending, check that it is appropriate to do so. For information about factors to consider, see Suspension of payments (CLK).

When considering whether to suspend payment, take into account:

• the existence and type of any vulnerability and its impact on the job seeker's capacity to comply
• barriers to participation for indigenous job seekers (where job seeker identifies as indigenous)
• any recent events (as documented) that may impact on the job seekers capacity to comply
• any other known factors that may indicate the job seeker was unable to comply, or had a reasonable excuse for not doing so
• if referral to a specialist officer such as Social Worker, Indigenous Services Officer or Multicultural Services Officer is appropriate

If it is appropriate to manually suspend a job seeker Failing to attend (FAI) their appointment.

In Customer First:

• Code the suspension in the relevant system (for example, PEN or NSS)
• Go to Benefit Action (BA) screen
• Service Reason: select appropriate payment type from the drop down field
• Action: Suspend
• Reason: FAI - Fail to attend Interview
• Effect Date: enter the date the customer failed to attend appointment
• Source: select relevant source
• Receipt Date: date the information was recorded
• Select Submit Change and go to the Assessment Results (AR) screen and finalise the activity

Create a DOC to record the decision to suspend:

• Use Fast Note - select Auto text, use Generic > SUS/CAN/RES > Suspend Cancel Reason
• Update the relevant Fast Note fields as required
• Select the Link to existing activity option in the Document Completion field. If multiple started activities exist on the job seekers record, select the appropriate activity from the drop down list to link the Fast Note DOC
• Include details of the reason for suspension - Failed to attend appointment on <date>. Attempts to contact the job seeker were made at <time> and <time>
• Record the Date of Event and Date of Effect fields
• Include the follow-up action required if the customer contacts - Service Officer needs to book a Post Exemption Review Appt for job seeker to attend
• Advise if contact with the agency is required before payment can be restored or if Smart Centre Telephony staff can restore the payment
• Select Continue to complete the Fast Note. The DOC will be attached to the started suspension activity on the AL screen
• Select and finalise the started activity on the AL screen
• Procedure ends here

• Issue a Q164 letter asking the customer to contact Services Australia:
• They have 14 days to respond after they receive the letter
• Add extra days to allow time for mail delivery
• Hold the work item until the Q164 response due date + 1 day
  For example, If a customer living in a major city was issued a Q164 on 2 July (day 0), the response due date will be 25 July (day 23). Set the Hold expiry date to 25 July, this will ensure the activity is allocated for action on 26 July
• Reasons for not suspending must be clearly documented on the job seeker's record

If the job seeker has no or incorrect contact details, create a Display on Access (DOA) DOC and include:

• why the job seeker has been requested to contact
• the action to take if they do contact - Service Officer needs to review the job seekers contact details and book a Post Exemption Review Appt for job seeker to attend

Procedure ends here.

If the job seeker has limited English language skills and their preferred language has been recorded, consider engaging an interpreter. See Interpreter Services.

Discuss the job seeker's current circumstances. Determine if an exemption is still appropriate.

Does the exemption still apply?

• Yes, go to Step 8
• No, go to Step 9

If it is deemed appropriate, code an exemption in Process Direct.

• In the job seeker's record, key 'AEX' in the Super Key and select [Enter]
• The Activity and Exemption Summary (AEX) will display
• Select Add icon in the top right corner of the Manual Activity and Exemptions table
• The Create manual activity/exemption screen will display
• Complete the Activity Type, Start date, End date and select Save
• Complete the Receipt Date, Channel and Service Reason fields and select Save
• Select Assess and address any errors/warnings
• Select Assess again and then select Finish. Record details of the update on the Finalise screen
• Select Finalise to complete the transaction

Tell the job seeker they will be booked another appointment when their exemption period is due to expire to discuss their circumstances.

Go to Step 10.

Job seekers are required to enter into a Job Plan at the end of their exemption period with either Services Australia or their Employment Services Provider.

• Outline part-time mutual obligation requirements for principal carers
• Discuss options to meet their mutual obligation requirements:
• actively seeking work (for job seekers)
• working 15 hours or more per week
• studying 15 hours or more per week
• joining a program or starting study
• a combination of paid work and studying 15 hours or more per week
• a combination of self-employment and studying 15 hours or more per week
• voluntary work of 15 hours or more per week, if appropriate
• Principal carer job seekers fully meeting mutual obligation requirements, for example, through 30 hours per fortnight of paid work and/or approved study are Centrelink managed and do not need to be connected to a provider. However, they may volunteer to be connected to employment services:
• Check that details of the approved activity recorded on the Activity and Exemption Summary (AEX) screen are correct. See Mutual obligation requirements for principal carers
• Negotiate a Job Plan. See Negotiating Centrelink Managed Job Plans
• If the job seeker is not fully meeting requirements and not already connected with a provider, or if they volunteer to access employment services, register them as a Fully Eligible Participant (FEP):
• In Process Direct, select > Participation Summary > Job seeker registration & provider referral information > Start job seeker registration
• If they are provider managed the provider will negotiate a Job Plan
• Explain their compliance and reporting requirements
• Tell the job seeker of other support available
• Go to Step 10

Complete the exceptional circumstance exemption Service Update.

In Customer First, if the exceptional circumstance exemption service update was:

• completed via a booked appointment:
• Launch the Service Profiling Update workflow via CRN/BP: > APPOINTMENTS Tab
• Select Execute option for the Exemption Rvw Appt
• not completed via a booked appointment:
• Launch the Service Profiling Update workflow via the Customer First Workspace
• Select Exceptional Circumstance Exemption Review
• Select Next
• Complete the question set
• Select Finish
• This will automatically update the status of the Service Component and the appointment (if booked) to COM (completed). Note: when the Service Component is completed, it cannot be restarted
• Document all the interview information, use Fast Note - select Auto Text, use Jobseekers > Update > Service Profiling Update Appointment
• Complete any outstanding activities if required