Parenting exceptional circumstances review 102-01130050

This Service Update includes the following Service Components:

• 212 Exceptional Circs Exemption Update
• 255 Exceptional Circs Exemption Update (Remote)

Note: the selection of customers and initial change of Service Action status needed to start the Service Update are done automatically by the system. Manual action is not needed to start the parenting exceptional circumstances exemption review Service Update.

• Customers selected for a parenting exceptional circumstances exemption review Service Update are identified by searching for Service Component (ID No. 212 or 255) with a status 'STA' (Started):
• Search using the Service Component Search (PQCS) screen
• The status of the first Service Action 'Schedule Contact' on the customer's Service Strategy (PQSS) screen is auto-displayed as 'COM' (Completed)
• These Service Updates should be prioritised in order based on when the exemption expires

The system auto-books an appointment on the Centrelink Appointment System.

• Customers in rural or remote locations are identified by searching for Service Component 255. Appointments for customers in rural or remote locations must be booked manually
• Once an appointment is booked, the Centrelink Appointment System sends a letter advising the customer:
• the date and time of the appointment
• reason for the appointment, and
• any details they may need during the interview
• If an appointment needs to be booked manually, go to Step 3
• If the customer attends an appointment, go to Step 4

Contact the customer by phone and conduct the interview.

If the customer is unavailable to participate in the interview, organise a suitable time for a phone appointment. Manually book an appointment in Process Direct by:

• selecting the 'Appointments' icon
• select 'Create new appointment'
• complete all required information including:
• Appointment Type - Payment/Service Review
• Appointment Channel
• Service Reason
• On this day
• Location
• Planned Time
• Save

Before the appointment, check the customer's record about their circumstances and the reason for their exemption.

The exceptional circumstances exemption reason is granted to principal carers where the customer 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 Parenting Payment (PP) 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
• PP customers 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.

Access the Service Profiling Update workflow:

• Launch the workflow directly from the booked appointment, or
• Go to the Workspace page in Customer First. Note: Service Officers must be in a customer's record before accessing the workflow

Discuss the customer's current circumstances and if an exemption is still needed.

Does the exemption still apply?

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

Code the exemption on the Activity and Exemption Summary (AEX) screen.

In Process Direct:

• select Customer Summary from the Process Direct landing page
• enter the customer's CRN, select Go
• in the customer's record key 'AEX' in the Super Key field, select [Enter]
• the Activity and Exemption Summary (AEX) screen will display

Go to Step 8.

The customer is able to enter into a Job Plan at the end of their exemption period with either Services Australia or their Employment Services Provider (if they are provider managed).

• 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 approved by their provider
• Tell the customer of other support available
• Principal carers already meeting mutual obligation requirements, for example, through 30 hours per fortnight of paid work and/or approved study, do not need to be connected to a provider. However, they may volunteer to be connected. Check that details of the approved activity recorded on the Activity and Exemption Summary (AEX) screen are correct. For help, see Mutual obligation requirements for principal carers
• If the customer is not already connected with their provider or if they volunteer, 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 the customer is Centrelink managed and the exemption has ended, negotiate a Job Plan
• If they are provider managed, they will be expected to negotiate a Job Plan with their provider
• Tell the customer of compliance and reporting requirements, like lodging a Reporting Statement using Self Service (online or phone), in person or in writing (SU19)
• Go to Step 8

• Complete any outstanding activities (if needed)
• Finalise the Service Profiling Update Workflow. This auto-updates the status of the Service Component to 'COM' (Completed)

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

For information about attributing 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.

Note: the Service Component will not complete if the response to 'Have you conducted the Review?' is no. The workflow should only be used if the customer has attended the appointment.