Job Capacity Assessments (JCA) referrals – finalising as Unable to Complete (UTC) 008-25040225

Before starting a JCA, the Assessor must check the Disability Support Pension (DSP) claim status on the Transactions tab in Process Direct.

Does the DSP claim status show as Withdrawal Confirmed?

• Yes, the Assessor must cancel the Job Capacity Assessment - Initial Submission (JCA referral). From the Transactions tab in Process Direct, select:
• referral ID, then
• confirm, go to Step 3
• No, go to Step 2

Have any of the following circumstances occurred prior to or during the assessment?

• Customer and/or nominee requests to withdraw the DSP claim and not proceed with the assessment:
• The Assessor should advise the customer and/or nominee that they must formally withdraw the DSP claim using Online Services, or by calling Services Australia
• Go to Step 3
• Customer and/or nominee declines to participate in their JCA appointment or notifies that they do not consent to information sharing:
• Tell the customer and/or nominee the assessment cannot proceed
• Go to Step 3
• Assessor identifies the customer meets manifest medical eligibility prior to the JCA appointment. Try to contact the customer and/or nominee to tell them that the scheduled JCA is not required. If contact was:
• successful, document details including date and time in the DSP Progress of Claim DOC in Process Direct
• unsuccessful, the Assessor must try to contact the customer and/or nominee at the scheduled appointment time to tell them the appointment is not required. Document all contact attempts including date and time in the DSP Progress of Claim DOC in Process Direct. Go to Step 3
• Incorrect or inappropriate assessment reason has been used for the ESSWeb booking including, assessment referral does not match reason for assessment (DSP Appeal or DSP New Claim) or Residency/QRE has been incorrectly documented within the JCA referral, or assessment was booked using the wrong date of claim or impairment tables. Go to Step 3

Assessors must make sure the appointment outcome and the JCA report are completed in ESSWeb and the JCA referral is cancelled.

Incorrectly referred manifest grant:

• Record the appointment outcome as cancelled in ESSWeb. Select:
• the appointment time slot in ESSWeb
• Enter Result- Cancelled
• Finalise JCA report Unable to Complete - Incorrectly referred manifest grant
• Go to Step 4

Inappropriate or Incorrect referral type

• Record the appointment outcome as cancelled in ESSWeb. Select:
• the appointment time slot in ESSWeb
• Enter Result- Cancelled
• Finalise JCA report Unable to Complete- Inappropriate or Incorrect referral type
• Assessors need to inform their Assistant Director who will review and arrange to rebook with the correct referral type
• Ensure the new appointment is booked as a file to avoid the customer being notified of the new appointment
• If further support is required submit a DAS Professional & Technical Request. See the Resources page for a link to DAS technical support
• Go to Step 5

For all other reasons:

• Record the appointment outcome as cancelled in ESSWeb. Select:
• the appointment time slot in ESSWeb
• Enter Result- Cancelled
• Finalise JCA report Unable to complete –
• Customer declined to participate, or
• Client did not consent to the assessment or information sharing
• Go to Step 5

Did the customer withdraw the claim before their appointment time?

• Yes, record the appointment outcome as cancelled within ESSWeb. Select:
• the appointment time slot in ESSWeb
• Enter Result
• Cancelled. Go to Step 5
• No, record the appointment outcome as attended within ESSWeb for all other circumstances select:
• the appointment time slot in ESSWeb
• Enter Result
• Attended. Go to Step 5

The Assessor should submit a request for a MAT referral to be created via the DAS SharePoint.

Is the Assessor MAT trained?

• Yes,
• A member of the DAS Team creates the MAT referral transaction and reassigns the MAT transaction to the Assessor via Work Optimiser
• The DAS Assessor will complete the SharePoint request to notify the assessor that the MAT referral has been created
• Once notified the Assessor must complete the MAT referral (SA479) as a priority
• Once the MAT referral transaction has been submitted, go to Step 5
• No,
• A member of the DAS Team creates the MAT referral transaction and reassigns the MAT transaction to the Assessor via Work Optimiser
• The DAS Assessor will complete the SharePoint request to notify the assessor that the MAT referral has been created
• Once notified the Assessor must arrange reallocation to an appropriate assessor to complete the MAT referral (SA479) as a priority

Once the MAT referral transaction has been submitted, go to Step 5.

• Select the Transactions tab
• Locate the Job Capacity Assessment - Initial Submission referral
• Select the referral ID
• Select Confirm. Go to Step 6

The Assessor must notify DIS the JCA report was Unable to Complete using the Fast Note for any of the following reasons:

• Customer withdraws claim prior to the time of JCA appointment
• Customer declines to participate or does not consent to information sharing
• Customer fails to attend 2 scheduled JCA appointments
• Employment Services Assessment (ESAt) upgrade/new evidence supporting manifest, or
• Inappropriate JCA referral/incorrect referral type, where the JCA has not been rebooked

Using the Fast Note workflow in Process Direct:

• Create the DSP JCA Unable to Complete Fast Note
• Go to the Transaction Summary
• Select Fast Note
• Select Auto text > Category 1: Disabilities > Category 2: Claims > Template: DSP JCA Unable to Complete > select Use Chosen Template
• Edit Fast Note text to advise of UTC reason
• Select Confirm

For more details on how to add a note in Process Direct, see Creating, reviewing and deleting documents (including Fast Notes and DOA DOCs).

Assessors are not required to notify DIS of the JCA outcome when the report is submitted as UTC for the following reasons:

• Transfer re-schedule, or
• Residency issue, for example, Continuing inability to Work (CITW) not assessed and the customer has less than 10 years qualifying residence and no Qualifying Residence Exemption (QRE)
• Inappropriate JCA referral/incorrect referral type, and the JCA has been rebooked with correct information