Customer no longer an Australian Apprentice 102-07030210

If a customer stopped work with their previous employer and did not commence with a new employer within 28 days, they no longer qualify from the Entitlement Period End Date (EPED) immediately after the 28 day period. See Resources for an example.

If a customer with a current Apprenticeship Identification Number stops work with their employer and will commence work with a new employer within 28 days, they may remain entitled to payment. For:

• Youth Allowance (YA) customers, see Youth Allowance (YA) qualifications for students and Australian Apprentices
• Austudy customers, see Eligibility for Austudy
• ABSTUDY customers, see ABSTUDY Living Allowance

Does the customer remain qualified for payment as an Australian Apprentice?

• Yes, tell them to add their new apprentice employer in their next report. Procedure ends here
• No, and:
• they have stopped their Australian Apprenticeship and do not want to receive another income support payment, go to Step 5
• they are transferring to another income support payment, go to Step 2
• 28 days has passed, and they did not commence with a new apprentice employer, go to Step 2

A customer's payment may cancel following an automatic update of their Australian Apprenticeship status on the Apprenticeship Details (NAPD) screen when information is received from Department of Employment and Workplace Relations (DEWR). Customers must still advise Services Australia of any change to the status of their Australian Apprenticeship within 14 days.

If a customer advises they have stopped or will stop their Australian Apprenticeship on a future date:

• they can be transferred to another suitable payment even if their Apprenticeship Identification Number is still current
• the NAPD screen may need to be manually updated to allow the customer to be transferred to another payment
• updates can only be made up to 14 days before the date the customer will stop their apprenticeship. If the date the apprenticeship will stop is more than 14 days in the future advise the customer to notify within 14 days of stopping their apprenticeship

Customers advising they have stopped being an Australian Apprentice and are aged:

• under 22 years:
• YA or ABSTUDY apprentice transferring to a student, go to Step 3
• YA apprentice transferring to YA (job seeker), go to Step 4
• ABSTUDY apprentice transferring to another income support payment, go to Step 5
• 22 years or over:
• YA, Austudy or ABSTUDY apprentice transferring to a student, go to Step 3
• YA, Austudy or ABSTUDY apprentice transferring to JSP, go to Step 5
• YA, Austudy or ABSTUDY apprentice transferring to another income support payment, go to Step 5

See Identifying the most beneficial payment for students or Australian Apprentices

YA /Austudy

If there will be a gap of more than 14 days between stopping the Australian Apprenticeship and starting full time study the customer must register as a job seeker.

Will there be a gap of more than 14 days?

• Yes, to continue receiving an income support payment without a gap, the customer must register as a job seeker before starting study, go to Step 4
• No, see Table 3 > Step 1

ABSTUDY

If there will be a gap of more than 28 days between stopping the Australian Apprenticeship and starting full-time study and the customer wants to continue to receive a payment they must claim as a job seeker.

Will there be a gap of more than 28 days?

• Yes, go to Step 5
• No, see Table 3 > Step 1

The customer can be registered as a YA (job seeker) when they:

• are receiving YA
• are under 22 years of age
• have notified within 14 days of stopping their apprenticeship, or end of the 28-day period after ceasing employment and
• want to receive payment as a job seeker

Is the customer eligible to be registered as a YA (job seeker)?

• Yes, see Table 2 > Step 1
• No, go to Step 5

Only limited apprentice trained LPS have access to the Apprenticeships Data Management System (ADMS). Services Officers must not contact LPS for help to update apprenticeship changes.

Does the Service Officer have access to ADMS and the NAPD screen?

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

Service Officers without access to ADMS must create an open work item Fast Note:

ABSTUDY

• Use Fast Note - select Auto text, use Students, ABSTUDY and Apprentices > Update > ABSTUDY Apprentice action required
• Select confirm
• Add the following text: Customer stopped their apprenticeship on DD/MM/YY. NAPD update is required and payments are to be cancelled

YA/Austudy

• Use Fast Note - select Auto text, use Students, ABSTUDY and Apprentices > Update > Apprentice Employer Update
• Select confirm
• Add the following text: Customer stopped their apprenticeship on DD/MM/YY. NAPD update is required and payments are to be cancelled

Tell the customer that their payment will be cancelled, as they are no longer qualified.

If the customer requires further financial assistance:

• refer them to the Payment and Service Finder on the Services Australia website, see Resources for a link
• tell them to lodge a claim using online services via myGov
• refer to Contact in relation to an intended claim (CLK)

If a previous request to update the record to cancel payments has not been actioned and the customer has a pending income support claim for:

• YA or Austudy, escalate through LPS
• ABSTUDY apprentice and the Service Officer is not trained in ABSTUDY, contact the ABSTUDY business line to complete follow up action.

Procedure ends here.

End date the Australian Apprenticeship to cancel their existing payment. This update must be done before another payment can be granted.

The date the customer stopped their apprenticeship will be either:

• the date they stopped if they were not expecting to change from one apprentice employer to another, or
• the 29th day after the customer's employment ceased if they were expecting to change from one apprentice employer to another and were unable to do so

End the Australian Apprenticeship in either:

• Process Direct
• Go to the Apprentice Details (NAPD) screen
• Select Edit next to the entry that requires updating
• Update the Apprenticeship End Date and Apprenticeship End/Termination Date field to the date the Australian Apprenticeship stopped. Use the earlier date advised by the customer or showing in ADMS
  See the Resources page for a link
• Select Save
• Key the Receipt Date, Channel and most relevant Service Reason.
• Select Save
• Customer First
• Go to the Apprenticeship Details (NAPD) screen
• Update the Apprenticeship End Date to the date the Australian Apprenticeship stopped. Use the earlier date advised by the customer or showing in ADMS
  See the Resources page for a link
• Source: the relevant contact channel
• DOR: date of receipt
• Action: 'C' (correct)
• Press [Enter]

If the customer has:

• final employment income:
• update using the Earnings and Reporting workflow in Process Direct or on the Employment Income Summary (EAPP) screen in Customer First. See Recording and correcting employment income details
• no final employment income:
• Correct the last apprentice income entry on the EAPP screen: Empl Sts: field from FTO to PTC

Go to Step 8

For YA or Austudy do not code the Newstart Education Status (NES) screen to update the status as NST (not a student).

If the Australian Apprenticeship was ended in:

• Process Direct
• Select Assess and address any errors/warnings
• Select Assess again, payments will cancel automatically from the updates made to NAPD, then select Finish
• Record details of the update and any other action taken on the Finalise screen
• Select Finalise
• Customer First
• Finalise the activity on the Assessment Results (AR) screen for payment to cancel automatically
• Record the details in a Fast Note select Auto Text, use Students, ABSTUDY and Apprentices > SUS/CAN/RES > Cancel Ceased Apprenticeship
• Complete the DOC. Delete unnecessary text and record reason/s for the update

Note: YA and Austudy will cancel LAT (left apprenticeship), ABSTUDY will cancel ATC (apprenticeship ceased)

If the customer requires further financial assistance:

• Refer them to the Payment and Service Finder on the Services Australia website. See the Resources page for a link.
• Tell them to lodge a claim using online service via MyGov
• See Contact in relation to an intended claim (CLK)

Procedure ends here

Only limited apprentice trained Local Peer Support (LPS) have access to ADMS. Services Officers must not contact LPS for help to update apprenticeship changes.

Does the Service Officer have access to the Apprenticeships Data Management System (ADMS) and the NAPD screen?

• Yes, go to Step 3
• No, go to Step 2

Service Officers without access must create an open using Fast Note:

ABSTUDY

• Use Fast Note - select Auto Text, use Students, ABSTUDY and Apprentices > Update > ABSTUDY Study Update required
• Select confirm
• Add the following text: Customer stopped their apprenticeship on DD/MM/YY. NAPD update is required and payments are to be cancelled
• Add the following keyword: ABYAPT

Youth Allowance (YA)/Austudy

• Use Fast Note - select Auto Text, use Students, ABSTUDY and Apprentices > Update > Apprentice Employer Update
• Select confirm
• Add the following text: Customer stopped their apprenticeship on DD/MM/YY. NAPD update is required and (as appropriate):
• transfer to YA job seeker required
• cancellation of YA/Austudy is required

If the customer's current payment is to be cancelled, tell the customer:

• their payment will be cancelled as they are no longer qualified
• they need to claim online for JSP using Online Services. See Processing JobSeeker Payment (JSP) claims

Procedure ends here.

If the Sign in - Apprenticeships Data Management System (ADMS) link has not worked to end the apprenticeship:

• ADMS must be checked to determine the current status of the Apprenticeship Identification Number
• Service Officers in the Apprentice Processing Teams have access to ADMS

If ADMS shows the Apprenticeship Identification Number as current, a customer can only transfer from an apprentice payment to a job seeker payment if they ask for the transfer.

Update any final earnings using the Earnings and Reporting workflow. See Recording and correcting employment income details.

Record the end date of the Australian Apprenticeship in either:

Process Direct

• Go to the Apprentice Details (NAPD) screen
• Select Edit next to the apprenticeship entry that requires updating

Update the Apprenticeship End and Apprenticeship End/Termination Date field to the date the Australian Apprenticeship stopped. Use the earlier of the date advised by the customer or showing in ADMS

• Select Save
• Key the Receipt Date, Channel and most relevant Service Reason
• Select Save
• Select Assess and address any errors/warnings

Customer First

• Go to Apprenticeship Details (NAPD) screen:
• Update the Apprenticeship End Date to the date the Australian Apprenticeship stopped. Use the earlier of the date advised by the customer or showing in ADMS.
  See the Resources page for a link
• Source: relevant contact channel
• DOR: date of receipt
• Action: key 'C' (correct)
• Press [Enter]

Go to Step 4

If the customer is currently receiving?

• ABSTUDY, go to Step 5
• Austudy, go to Step 6
• YA and is aged:
• 22 years and over, go to Step 7
• under 22 years, go to Step 8

ABSTUDY payments will auto cancel once the apprenticeship has been end-dated on the NAPD screen.

The customer will need to claim JobSeeker Payment (JSP) or YA (job seeker) if they wish to continue to receive assistance.

Finalise the updates in either:

Process Direct:

• Select Assess and address any errors/warnings
• Select Assess again, then select Finish
• Record details of the update on the Finalise screen
• Select Finalise
• Tell the customer:
• their payment will be cancelled as they are no longer qualified
• they need to claim online for JSP or YA (other) using Online Services. See Processing JobSeeker Payment (JSP) claims
• Procedure ends here

Customer First:

• Finalise the activity on the Assessment Results (AR) screen
• Record details on a DOC
• Tell the customer:
• their payment will be cancelled as they are no longer qualified
• they need to claim online for JSP or YA (other) using Online Services. See Processing JobSeeker Payment (JSP) claims
• Procedure ends here

Note: if a customer received a Crisis Payment in the period the change is applied, a manual reassessment of Crisis Payment may be required. For more information, see Reviewing and reassessing Crisis Payment (CrP).

Austudy payments will auto cancel once the apprenticeship details have been end-dated on the NAPD screen.

Action in either:

Process Direct:

• Select Assess and address any errors/warnings
• Select Assess again, then select Finish
• Record details of the update on the Finalise screen
• Select Finalise
• Tell the customer:
• their payment will be cancelled as they are no longer qualified
• they need to claim online for JSP using Online Services. See Processing JobSeeker Payment (JSP) claims
• Procedure ends here

Customer First:

• Finalise the activity on the Assessment Results (AR) screen
• Record the details in a Fast Note select Auto Text, use Students, ABSTUDY and Apprentices > SUS/CAN/RES > Cancel Ceased Apprenticeship
• Tell the customer:
• their payment will be cancelled as they are no longer qualified
• they need to claim online for JSP using Online Services. See Processing JobSeeker Payment (JSP) claims
• Procedure ends here

Note: if a customer received a Crisis Payment in the period the change is applied, a manual reassessment of Crisis Payment may be required. For more information, see Reviewing and reassessing Crisis Payment (CrP).

YA payments will auto cancel when the apprenticeship details have been end dated on the NAPD screen, action in either:

Process Direct:

• Select Assess and address any errors/warnings
• Select Assess again, then select Finish
• Record details of the update on the Finalise screen
• Select Finalise
• Tell the customer:
• their payment will be cancelled as they are no longer qualified
• they need to claim online for JSP using Online Services. See Processing JobSeeker Payment (JSP) claims
• Procedure ends here

Customer First:

• Finalise the activity on the Assessment Results (AR) screen
• Record the details in a Fast Note select Auto Text, use Students, ABSTUDY and Apprentices > SUS/CAN/RES > Cancel Ceased Apprenticeship
• Tell the customer:
• their payment will be cancelled as they are no longer qualified
• they need to claim online for JSP using Online Services. See Processing JobSeeker Payment (JSP) claims
• Procedure ends here

Note: if a customer received a Crisis Payment in the period the change is applied, a manual reassessment of Crisis Payment may be required. For more information, see Reviewing and reassessing Crisis Payment (CrP).

For YA customers under 22 years only, update in either:

Process Direct:

• Go to the NES screen
• Select Add. On the Create Education Status screen, key the following fields:
• Start Date: the date the customer stopped their Australian Apprenticeship +1 day
• Student Status: NST - Not a Student
• Education Level Attained: select from the dropdown menu
• Select Save

Customer First:

• Go to the NES screen. Update the following fields:
• Event Date: with cessation date + 1
• Student Status: with 'NST' (Not a student)
• Action: with 'I' (Insert)

If the customer is aged 16-17 years and not turning 18 years within 3 months:

• an exemption needs to be coded on NES screen
• the exemption reason is 'OTH' (other) and is coded for a 21 day period starting from the cessation date of apprenticeship + 1

Go to Step 9

YA will remain current. Finalise updates in either:

Process Direct:

• Select Assess and address any errors/warnings
• Select Assess again, then select Finish
• Record details of the update on the Finalise screen
• Select Finalise

Customer First

• Finalise the activity on the Assessment Results (AR) screen
• Record details on a DOC

Book the customer a Jobseeker Online Claim appointment

Use the Appointments icon in Process Direct.

From the Booked Appointments screen select and complete the following fields:

• Appointment details:
• Appointment type: Jobseeker Online Claim Appointment
• Appointment channel: Phone
• Service Reason: Youth Allowance
• Appointment booking:
• On this day: select date after apprenticeship has ended
• Location: Participation Appointments Profile 2
• Select the appointment time. Note: if the available time has a negative number in the available column there are no appointments available. Select appointment times with positive values
• Appointment Note: 'This is an apprentice to job seeker transfer. Job seeker registration required, refer to provider'
• Select: Save

Note: if a customer received a Crisis Payment in the period the change is applied, a manual reassessment of Crisis Payment may be required. For more information, see Reviewing and reassessing Crisis Payment (CrP)

Procedure ends here.

Only limited apprentice trained LPS have access to the Apprenticeships Data Management System (ADMS). Service Officers must not contact LPS for help to update apprenticeship changes.

Does the Service Officer have access to the ADMS and the NAPD screen?

• Yes, go to Step 3
• No, go to Step 2

Service Officers without access must create an open Fast Note:

• Use Fast Note - select Auto Text, use Students, ABSTUDY and Apprentices > Update > ABSTUDY Apprentice action required
• Select Confirm
• Add the following text: Customer stopped their apprenticeship on DD/MM/YY. NAPD update is required and transfer to ABSTUDY student required
• Include the course details:
• Course Name & Course level: (e.g. Bachelor of Arts/ TGB)
• Participation Status: (Full-time student/Part-time student)
• Institution Name & Code:
• Course Start & End dates:
• Student Start & End dates:
• Student ID: (if known)
• Allowable time considered: YES/NO
• Customer has been advised/reminded of the general notification provisions

• Use Fast Note - select Auto Text, use Students, ABSTUDY and Apprentices > Update > Apprentice Employer Update
• Select Confirm
• Add the following text: Customer stopped their apprenticeship on DD/MM/YY. NAPD update is required and transfer to Youth Allowance Student required
• Include the course details:
• Course Name & Course level: (e.g. Bachelor of Arts/ TGB)
• Participation Status: (Full time student/Part time student)
• Institution Name & Code:
• Course Start & End dates:
• Student Start & End dates:
• Student ID: (if known)
• Allowable time considered: YES/NO
• Any previous completed study at the same level?
• Any previous attempted study at the same level?
• Customer has been advised/reminded of the general notification provisions

Procedure ends here.

If ADMS shows the Apprenticeship Identification Number as current, a customer can only transfer from an apprentice payment to a student payment, if they ask to be transferred.

For an immediate transfer to occur:

• the customer must provide full details of their course, and
• the Service Officer must be able to determine that there are no allowable/reasonable time issues

Is all information available and there are no allowable/reasonable time issues?

• Yes, go to Step 4
• No, go to Step 6

Select relevant option:

Record the end date of the Australian Apprenticeship in either Process Direct or Customer First:

Process Direct

• Go to the Apprentice Details (NAPD) screen
• Select Edit next to the apprenticeship entry that requires updating
• Update the Apprenticeship End Date and Apprenticeship End/Termination Date field to the date the Australian Apprenticeship stopped. Use the earlier of the date advised by the customer or showing in ADMS. See the Resources page for a link
• Select Save
• Key the Receipt Date, Channel and most relevant Service Reason
• Select Save
• Go to the Newstart Education Status (NES) screen
• Select Add. Key fields on the Create Education Status screen
• Start Date: date completed Australian Apprenticeship + 1
• Student Status: FTS - Full-Time Student
• Education Level Attained: select from the dropdown menu
• Select Save

Go to Step 5

Customer First

• Go to the Apprenticeship Details (NAPD) screen
• Update the Apprenticeship End Date field to the date the Australian Apprenticeship stopped. Use the earlier of the date advised by the customer or showing in ADMS.
• Source: relevant contact channel
• DOR: date of receipt
• Action: 'C' (correct)
• Press [Enter]

Code 'NES' in the Next: field and press [Shift]+[F4] Workaround. Code:

• Event Date: field with date completed Australian Apprenticeship + 1
• Student status: field with 'FTS' (Full-time student)
• Action: field with 'I' (Insert)

Go to Step 5.

Go to the NAPD screen by coding NAPD in Next: field.

Code:

• Apprenticeship Student End Date: Depending on circumstances -
• Study starts within 28 days of apprentice cease date: with the date before the start of the new study start date
• Study starts greater than 28 days after apprenticeship cease date: date advised by the customer or in ADMS (whichever is the earliest)
• Source: field with the relevant contact channel
• DOR: field with date of receipt
• Action: field with 'C' (correct)
• Press [Enter]

Once the end date has been updated:

• Code the new study details. See Coding new study details
• Record details on a DOC
• Finalise the activity via the Assessment Results (AR) screen
• Update any final employment income on EAPP or by using the Earnings and Reporting workflow

Procedure ends here.

Before finalising the update:

• Code the new study details. See Coding new study details
• Code any scholarship income. See Assessing scholarship income
• Check address and accommodation circumstances
• Review away from home rate for YA only
• Update any final employment income on EAPP or by using the Earnings and Reporting workflow. See Recording and correcting employment income details

Then finalise the updates in either:

• Process Direct
• Select Assess and address any errors/warnings
• Select Assess again, then select Finish
• Record details of the update on the Finalise screen
• Select Finalise
• Customer First
• Finalise the activity on the Assessment Results (AR) screen
• Record details on a DOC

Procedure ends here

If customer is still receiving YA, Austudy or ABSTUDY as an apprentice:

• tell the customer that full-time study details are required, and previous academic transcripts (where applicable for allowable time issues)
• collect and record study details. See Coding new study details and Coding ABSTUDY education details

If the customer is unable to supply documents at the time of the contact, a request for information is to be sent requesting the customer supply documents within 14 days.

If the student is not eligible after assessment of allowable time/reasonable time for a course of study. Investigate eligibility for an alternative payment.