JobSeeker Payment (JSP) and Youth Allowance (YA) (Provisional) 008-02080000

Has the customer lodged a DSP claim?

• Yes, and:
• they are not getting JSP or YA, go to Step 2
• they are getting JSP or YA, go to Step 6
• the DSP claim has been finalised or withdrawn, go to Step 8
• No, see Claiming Disability Support Pension (DSP). Procedure ends here

DSP online claim

Customers who are 22 years or older and not getting an income support payment are asked if they want to claim JSP as part of the DSP online claim workflow.

If the customer selects:

• Yes, they need to book a Job seeker online claim appointment before they can submit their claim:
• check an appointment has been booked. If an appointment has not been booked, book one for the customer (towards the end of the online claim)
• procedure ends here
• No, and they now wish to claim a provisional payment, go to Step 3

YA (Provisional) is not part of the DSP online claim. Customers need to lodge a separate online claim for YA.

DSP paper claim SA466 or SA494

If a customer submits a paper claim for DSP and they have requested to be assessed for a provisional payment pending the assessment of their DSP new claim:

• make sure the Claim for Disability Support Pension (SA466) or Claim for Disability Support Pension for a Terminal Illness (SA494) is scanned to the customer's record. This will create a DSP new claim Social Online Application (SOA) and an automatic Medical Assessment (MAT) referral
• go to Step 3

If the DSP claimant is not on another income support payment, use the following script:

You may be eligible for other payments or services such as JobSeeker Payment, Youth Allowance or Parenting Payment while your claim for Disability Support Pension is being assessed.

If you are paid a JobSeeker payment or another payment with mutual obligation requirements, you will be exempt from looking for work while your claim for Disability Support Pension is being assessed. Any exemption periods will not count towards participation in a Program of Support.

If your Disability Support Pension claim is unsuccessful, your exemption will automatically end and you will remain on JobSeeker Payment or Youth Allowance which may include mutual obligation requirements.

The customer can be exempt from their mutual obligation requirement to look for work until their DSP claim is determined. However, the exemption periods will not count towards the completion of a Program of Support (POS).

JSP/YA (Provisional) conditions do not apply if the DSP claim has been rejected, and:

• the customer is awaiting the outcome of an Explanation of Decision or formal review of the decision by an Authorised Review Officer (ARO), or
• review of the decision by the Administrative Review Tribunal (ART)

JSP/YA (provisional) conditions will apply if the DSP claim is reindexed. For example, if the additional information is supplied after rejection (that is, FRC or IME)

Note: for customers in vulnerable circumstances, see Intent to claim for vulnerable customers and Prioritising Disability Support Pension (DSP) claims for terminally ill customers.

Does the customer have a partner?

• Yes:
• If the partner is not currently getting an income support, for example, JSP or PP, check eligibility and invite the partner to make an online claim
• If the customer has dependent children, check whether they or their partner is getting Family Tax Benefit (FTB). If not, tell the customer to claim for FTB online
• If they cannot claim online, offer to run ACC if the partner is available. If not, issue the appropriate claim form and tell them to lodge the claim immediately
• Go to Step 4
• No, go to Step 4

If the customer contacts after lodging a paper DSP new claim, or they selected No to JSP in their DSP online claim, and they indicate they need income support pending the assessment of their DSP new claim:

• tell them to submit a JSP claim online
• if they are unable or unsuitable to claim online to complete a claim online, run ACC. Go to Step 5
• if all required documents have been provided, book a participation interview and tell the customer the appointment details

See Claiming JobSeeker Payment (JSP).

Procedure ends here.

Before starting the ACC for JSP/YA-JSK provisional claim, check if a:

• SA466, SA439 or SA494 is scanned to the customer's record, or
• DSP new claim is submitted via online or ACC on the customer's record

For more details see, Indexing, re-indexing, and cancelling claim activities.

ACC for JSP/YA-JSK provisional claims

For customers that are unable to complete the JSP/YA-JSK provisional claim online, run the ACC.

The JSP/YAL-JSK provisional claim is submitted when all documentation or verification is provided.

Is the JSP/YA-JSK provisional claim ready to submit?

• Yes, submit the claim. For staff that are:
• trained, complete the JobSeeker online claim appointment. Where the appointment cannot be completed or staff are not trained, book an appointment to complete
• skilled in new claim processing, see Processing JobSeeker Payment (JSP) claims or Processing Youth Allowance (YA) (jobseeker) claims
• not skilled in new claim processing, the claim activity is allocated to suitably skilled staff via Work Optimiser. Tell the customer that their claim has been sent for processing. Procedure ends here
• No, tell the customer to provide all documentation needed to submit the claim as soon as possible. Procedure ends here

JSP or YA (Provisional) conditions do not apply if the DSP claim has been rejected and the customer is awaiting one of the following:

• an explanation of decision to reject their claim
• the outcome of a formal review of the decision by an Authorised Review Officer (ARO), or
• review of the decision by the Administrative Review Tribunal (ART)

If the customer requests a review of a decision to reject their DSP claim, the 'Claiming DSP' exemption cannot be applied during the review process.

If the DSP claim is rejected, go to Step 8.

If the DSP claim is reindexed (for example, further information is provided after rejection IME or FRC), the Claiming DSP exemption will automatically apply.
Note: due to a system limitation, if the DSP was rejected and reindexed on the same day, the exemption may need to be manually coded. Go to Step 7.

Make sure the SA466 or SA494 form is scanned to the customer's record, or an online claim has been submitted. If an SA494 has been scanned, and there is no DSP NCL in process, see Prioritising Disability Support Pension (DSP) claims for terminally ill customers.

When DSP claim is lodged, go to Step 7.

All customers getting JSP/YA, (except for non-protected SCV holders) are exempt from their mutual obligation requirements for the period their DSP claim is being determined, until the claim is finalised or withdrawn.

These customers may volunteer for referral to employment services. See Registering Volunteer job seekers.

Encourage customers to tell their provider if they have lodged a DSP claim.

JSP/YA customers that are suspended TCF and have a 'Claiming DSP' exemption on AEX must contact their provider to discuss voluntary participation to meet any applicable POS requirements.

See Targeted Compliance Framework.

New Zealand Non-Protected Special Category Visa (SCV) Holders

New Zealand Non-Protected Special Category Visa (SCV) Holders are not eligible for a 'Claiming DSP' exemption.

Do not manually code the 'Claiming DSP' exemption under any circumstances. Coding this exemption will reject their Jobseeker Payment and stop the customer from claiming JobSeeker payment for the full, one off 26 week period. See New Zealand 10 year residence exemption.

If appropriate, consider using a different reason for exemption from mutual obligation requirements. If an exemption of another type is not appropriate the customer must meet mutual obligation requirements. See Mutual obligation requirements exemptions.

Period of exemption

The exemption will apply:

• for 104 weeks, or
• until the DSP claim is finalised if within 104 weeks

The following conditions apply:

• To cover the full period of the DSP claim while it is pending until it is finalised, there should be no gap in the exemption on AEX, unless the customer wants to engage in a Program of Support (POS)
• If the DSP claim is rejected or withdrawn the Claiming DSP exemption is automatically end-dated and the customer will need to meet mutual obligation requirements

Do not end date a previous exemption that is for a different reason (for example, incapacitated, large family, foster carer), unless the previous exemption is no longer correct. End dating an exemption may impact the customer's correct rate of payment. Enter the 'Claiming DSP' exemption on the AEX screen using a new line.

This exemption will automatically apply until their DSP claim is finalised or withdrawn, unless:

• there is another task started on the record
• a Service Officer is currently locked in the record, or
• a DSP new claim has been rejected and re-indexed on the same day

Where an automatic exemption has not applied for these reasons, a started activity may be created on the customer's record and will need to be manually completed by a Service Officer.

If a ZCOC_CLM_DSP_EXE Work item has been allocated in Work Optimiser, check it has the following attributes:

• Work Type = Claiming DSP Exemption, and
• Keyword = DSPCLMEX

Has the ZCOC_CLM_DSP_EXE Work Item been allocated, or is there a provisional 'Claiming DSP' exemption on the AEX screen?

• Yes, go to Step 9
• No, go to Step 10

See below actions for DSP claims that are granted, rejected or withdrawn.

DSP claim is granted

• Payment of JSP/YA (Provisional) is automatically cancelled
• Procedure ends here

DSP claim is rejected or withdrawn

• 'Claiming DSP' exemption on the AEX screen is automatically end dated
• Customer remains on JSP or YA (job seeker) and must satisfy their mutual obligation requirements
• Check the Assessor's report to determine the customer's work capacity and applicable JSP or YA Partial Capacity to Work (PCW) or Temporary Reduced Work Capacity (TRWC) assessment. Where there is:
• an appropriate exemption for a temporary incapacity. If the Medical Conditions Details (MC) screen shows a 'not accepted' medical certificate that has not yet expired, grant the customer an exemption based on the Assessor's report. See Centrelink Medical Certificate (SU415 or SU683)
• no eligibility for a temporary incapacity exemption, consider an exemption for another appropriate reason. See Mutual obligation requirements exemptions
• When the job seeker is not eligible for an exemption, they must satisfy their mutual obligation requirements. See Checking and actioning Employment Services Assessment (ESAt) reports or Checking and actioning a Job Capacity Assessment (JCA) report. Using the Assessor's report check for a referral to a provider (if appropriate). For job seekers that are:
• Centrelink managed, negotiate a Job Plan using the recommendations in the Assessor's Report for suitable activities and requirements for the job seeker to complete
• Provider managed refer the job seeker to an Employment Services Provider (if not already referred). The provider is responsible for negotiating the Job Plan

DSP claim is manifestly rejected without a JCA

An ESAt is needed to determine the customer's ongoing work capacity and mutual obligation requirements are appropriate.

Check the following:

• is there a current and valid assessment of the job seeker's work capacity
• is an ESAt required before making a referral

Tell them:

• Their mutual obligation requirements. Job seeker that are:
• Centrelink managed - negotiate a Job Plan
• Provider managed refer the job seeker to an Employment Services Provider (if not already referred). The provider is responsible for negotiating the Job Plan
• Ongoing reporting requirements

A provisional 'Claiming DSP' exemption on AEX or the allocation of a ZCOC_CLM_DSP_EXE work item with the keyword DSPCLMEX occurs when the customer submits a DSP new claim, and all the following apply:

• they are receiving an income support payment with mutual obligation requirements
• they are eligible for a 'Claiming DSP' exemption
• the system has failed to automatically record the 'Claiming DSP' exemption on the AEX screen

Service Officers must:

• confirm:
• the exemption is provisionally coded on the Manual activities and exemptions table on the AEX screen
• all task locking activities are complete
• the record is not locked by the customer or another Service Officer
• action the transaction or started activity and finalise in Process Direct
• record details of the manual coding on a Note

There is no requirement to backdate or change the start date of the claiming DSP exemption to align with the claim submission date.

If the DSP claim:

• has a 'Claiming DSP' exemption and cannot be finalised because of an error, go to Step 11
• is granted, rejected or withdrawn and the ZCOC_CLM_DSP_EXE work item or provisional 'Claiming DSP' exemption is still on the customer's record, the Service Officers must:
• select the work item and update the status to 'Not Required'
• Procedure ends here

If the 'Claiming DSP' exemption does not automatically apply, further investigation is needed.

Check if the DPS claim was lodged on the same day as a claim that was:

• Rejected and re-indexed, or
• Withdrawn and submitted

The 'Claiming DSP' exemption dates must be manually coded for these claims.

Has a DSP NCL been rejected and re-indexed, or withdrawn and submitted on the same day?

• Yes:
• Code a manual 'Claiming DSP' exemption on the AEX screen
• Activity: select DSP - Claiming DSP
• Start date: key the day after the DSP claim was reindexed
• End date: key 104 weeks from the start date
• Assess and Finalise the transaction
• In Finalise, update notes advising the manual coding was completed
• Procedure ends here
• No, go to Step 11

Further investigate the file for a possible system issue if the:

• exemption has not applied, (no provisional line exists), and
• above reasons do not apply

If a system issue has occurred, see Reporting ICT issues in Process Direct.