3. Commencements, transfers, suspensions and exits

Supporting Documents for this Chapter

Supporting Documentssign-in required (sign-in required)

Documents to be provided to Participant at Initial Interview

• Privacy Notification and Consent Form

• Direct Registration Form

• Inclusive Employment Australia Service Guarantee

• Disability Services and Inclusion Code of Conduct

• Inclusive Employment Australia Participant Rights and Responsibilities Statement

• Meaningful Engagement Fact Sheet – For Participants (Mutual Obligation) and DSP Recipients (Compulsory Requirement)

• Meaningful Engagement Fact Sheet – For Participants (Voluntary)

Transfers

• Transfer by Agreement Form

• Transfer Due to Relationship Failure Form

• Provider Actions – Program Summary

3.1 Chapter OverviewCopy citation · §3.1

This Chapter:

• outlines the processes for Commencing an eligible person as a Participant, and what Providers should be aware of when undertaking this action

• describes the Participant’s Period of Service and Period of Registration, and the relationship a Participant has with their Provider during their Period of Registration

• explains when and how a Participant can transfer or be transferred to another Provider

• outlines how a Participant can be Suspended, and how a Participant (Mutual Obligation) or DSP Recipient (Compulsory Requirements) can volunteer to continue receiving Services during the Suspension, and

• outlines how and when the Participant can be Exited, including a Provider’s responsibilities for Exiting Participants.

This Chapter should be read in conjunction with Chapter 1: Eligibility, Referrals and Direct Registration, Chapter 2: Assessments and Chapter 4: Job Plans.

Providers should refer to the Provider Transition Advicesign-in required (sign-in required) in relation to Commencement of Transitioned Participants.

3.2 CommencementsCopy citation · §3.2

3.2.1 Commencing Participants in Inclusive Employment AustraliaCopy citation · §3.2.1

To Commence a Participant, the Participant must:

• attend an Initial Interview (see Section 3.2.2 Initial Interview), and

• agree to a Job Plan (see Chapter 4: Job Plans), unless:

  • the Participant transfers from an alternative Site with the same Provider — the Participant does not require a new Job Plan if there is an approved Job Plan, or

  • the Participant has a Centrelink Job Plan — the Participant’s Centrelink Job Plan must be left in place and they will be Commenced when the Provider records attendance at the Initial Interview.

Once these actions have been completed, the Participant’s status on the Provider’s Caseload will change to from Pending to Commenced.

(Deed Reference(s): Clause 108.1(d), 108.2(c), 108.3(c), 108.4(c))

System step — To Commence a Participant, a Provider must undertake the following steps in the Department’s IT Systems:

• Step 1: Schedule and conduct an Initial Interview with the Participant.

• Step 2: Result the Initial Interview as ‘Attended’ in the Participant’s Electronic Calendar.

• Step 3: Create and approve a Meaningful Engagement Job Plan, unless:

• the Participant already has a Centrelink Job Plan

• the Participant has 2 or more demerits on their participation record and must instead enter into a Detailed Job Plan, or

• the Transferred Participant has a Detailed Job Plan and it would be more appropriate for them to remain on the Detailed Job Plan — see Section 4.4 Entering into a Job Plan for additional considerations when entering into a Job Plan for Participants transferring from another Provider.

Period of Service and Period of Registration

A Participant’s Period of Service starts when they are Commenced in Inclusive Employment Australia. It continues as the Participant receives Services, including where they transfer to other Providers, until they Exit the program. Once a Participant has Commenced a Period of Service, they can continue to receive Services even if they no longer meet the Inclusive Employment Australia eligibility criteria.

A Participant’s Period of Registration starts when they Commenced with a Provider. It continues until the Participant Exits from the Provider’s Caseload. If the Participant transfers Providers, they start a new Period of Registration with their new Provider.

Both the Period of Service and Period of Registration end when a Participant is Exited.

Participants must be Commenced in a timely manner

Providers must ensure Participants are Commenced within 10 Business Days of the Referral (excluding Transitioned Participants). This includes think time for Participants to agree to their Job Plan (if requested and applicable). For further information please refer to Chapter 4: Job Plans and the Provider Transition Advicesign-in required (sign-in required).

Note: A Participant (Mutual Obligation) or DSP Recipient (Compulsory Requirements) is required to participate in Inclusive Employment Australia, and their Income Support Payment may be contingent upon Commencement in the program.

Determining the appropriate service offer

When a Participant is Commenced, they start in Pre-Employment Support. The Provider must determine if the Participant should receive Work Preparation or Job Search under Intensive Services or should receive Flexible Services.

Chapter 6: Pre-Employment Support includes information about Intensive Services and Flexible Services to help Providers determine the appropriate Pre-Employment Support Service for a Participant.

If the Provider does not have enough information about the Participant to decide which phase and service offer to Commence the Participant in, the Provider should start the Participant in the Intensive Service Work Preparation phase and review this decision at a future Appointment.

Note: If the person is Commenced as an Ongoing Support (Work Assist) Participant, they will start in the Ongoing Support phase (see Chapter 10: Ongoing Support).

Commencement of Participants undertaking residential treatment programs

Participants who are Pending on a Provider’s Caseload and participating in residential treatment programs must not be Commenced until their residential treatment program has ended. This is because a Participant who enters a residential treatment program will have limited ability to participate in activities that are external to their residential treatment program, including taking phone calls or using computers to access the internet.

System step — Providers must document the reasons for delays in Commencement of the Participant, using comment functionality in the Participant’s Summary on the Department’s IT Systems.

Participants with sensitive records (restricted access)

Participants with Sensitive Information in their registration records may be allocated to a Provider’s Caseload and the Participant’s contact details will not be visible.

Services Australia will contact these Participants and Refer the Participant to an Initial Interview with the Provider. Participants must provide their contact details to the Provider at the first appointment.

Participants with a history of Incidents or a Managed Service Plan

Provider staff can see the details of a Participant’s Incident history and current Managed Service Plan in the Department’s IT Systems when they have a Pending status. Provider staff should review these details before the Initial Interview so they can:

• implement appropriate interview safety measures to protect Participants and staff, and improve engagement with the Participant, and

• if appropriate, implement a proactive Managed Service Plan limiting face-to-face servicing where appropriate.

For more detail see Chapter 13: Servicing Participants with challenging behaviours, which includes information about Incident reporting and Managed Service Plans.

3.2.2 Initial InterviewCopy citation · §3.2.2

The Initial Interview is the first Appointment that a Participant will have with the Provider.

The Provider must conduct an Initial Interview for all Participants who:

• were Referred by Services Australia

• Directly Registered for assistance, or

• are Transferred Participants.

Note: Transitioned DES Participants will have an Initial Appointment instead of an Initial Interview. Providers should refer to the Provider Transition Advicesign-in required (sign-in required) for more information on the Initial Appointment.

Scheduling the Initial Interview

When a Participant is Referred, Services Australia will schedule the Initial Interview as part of the Referral process.

System step — Providers will be alerted when the Initial Interview is booked by Services Australia in the Electronic Calendar.

A Directly Registered Participant’s Initial Interview will be scheduled:

• by Services Australia after confirming the person’s eligibility in an ESAt, or

• by the Provider, if the Participant does not require an ESAt to confirm eligibility.

Providers must consider a Participant’s personal circumstances when scheduling Initial Interviews.

System step — Providers must schedule the Initial Interview in the Electronic Calendar. If scheduled on the same day as the Participant Directly Registered, the Provider must record that the Initial Interview was directly booked with the Participant to avoid a notification being sent to the Participant.

The Initial Interview will need to be scheduled for 60 to 90 minutes but can be longer at the discretion of the Provider.

Providers must deliver the Initial Interview face-to-face where it is:

• safe, inclusive and accessible

• beneficial to the individual Participant, and

• reasonable in the circumstances.

When it is unreasonable to conduct the Initial Interview face-to-face, Providers may:

• change the appointment type to include via a phone call, videoconferencing, or at a mutually agreed and appropriate outreach location (excluding the Participant’s Private Home or any Private Property), or

• help the Participant transfer to a Provider that is more suitable.

It would be unreasonable to require a Participant to attend a face-to-face appointment where:

• they reside in an area that is affected by:

  • extreme weather conditions

  • a natural disaster

  • public transport strikes, and/or

  • lack of access to reasonable transport

• there are relevant cultural reasons

• travel time and/or cost is not reasonable

• the location is not accessible due to the Participant’s disability, illness or injury

• they are participating in full-time Education or Training

• they are Employed and their hours restrict their availability to attend

• they are not medically fit to attend, and/or

• they have health considerations (including COVID-19 considerations) that impact on the Participant’s ability to attend, such as:

  • being immunocompromised or being a household contact of someone who is immunocompromised

  • under State or Territory Health Orders, and/or

  • other relevant health considerations.

In addition, Providers may decide not to schedule a face-to-face Initial Interview where a Participant has a history of Incidents and Managed Service Plans (including Services Australia Incidents and Managed Service Plans) and poses a risk to other Participants and Provider staff that cannot be managed at the Site.

Evidence requirement — Where a Provider determines face-to-face servicing is not appropriate for an Initial Interview, they must record why it is not suitable for the Participant, including what other alternative solutions were explored.

System step — Providers must record their reasons for not conducting the Initial Interview face-to-face using the comments functionality in the Participant’s Summary on the Department's IT Systems.

Conducting an Initial Interview

In preparing for the Initial Interview, the Provider must:

• check available information on the Department’s IT Systems

• contact the Participant, if possible, to check any accessibility requirements or reasonable adjustments (for example, assistance with parking or transport if attending face-to-face), and

• organise access to an interpreter, where required.

At the start of the Initial Interview or otherwise before collecting any personal or sensitive information, the Provider must:

• confirm the Participant’s identity

• issue the participant with the Direct Registration Form if the Participant has directly registered, or Privacy Notification and Consent Form if they have been referred by Services Australia

• discuss and explain the contents of the form, answering any questions the participant may have, in a manner that meets the Participant’s communication needs

• comply with the other requirements outlined in the ‘Provider Declaration’ section of the appropriate form

• in accordance with the requirements outlined in Part A, Chapter 6: Privacy, ensure that the Participant understands in accordance with the Privacy Statement:

  • why their Personal Information will be collected

  • what information will be collected and why it is needed

  • which organisations may handle their Personal Information and why

  • that their consent is not required for Personal Information that is required by law

  • that Services provided may change depending on whether personal information is given or consent is withdrawn

  • that withdrawing their consent may ultimately affect their participation in the program, and affect any mutual obligation requirements

  • how they can make a privacy complaint

• obtain valid consent from the Participant and their agreement to the Participant Declaration in the appropriate form

• ensure they are satisfied that the Participant (or their Legal Guardian or authorised nominee has provided valid consent to how their personal information will be handled as part of Inclusive Employment Australia in accordance with the Privacy Statement in the appropriate form

• complete the Provider Declaration in the appropriate form

• make a record of the Participant’s valid consent, preferably by having them completing and signing a hard copy or digital version of the appropriate form

• confirm the Participant’s preferred Engagement Method(s) and preferred arrangements for Contact Appointments i.e. face-to-face on Site or at an agreed and appropriate outreach location (excluding the Participant’s Private Home or any Private Property), by a phone call or videoconference.

During the Initial Interview, the Provider must:

• ensure that the Participant is aware of the Services the Provider can offer, including:

  • the Objectives of the Inclusive Employment Australia

  • the range of Services and support available as part of Inclusive Employment Australia

• explain and provide a copy of the following documents that outline the obligations of Providers in delivering Services to the Participant:

  • Service Guaranteesign-in required (sign-in required)

  • Disability Services and Inclusion Code of Conductsign-in required (sign-in required)

• discuss the Participant’s experiences and personal circumstances, workplace barriers, abilities, and aspirations, to develop an understanding of the support the person needs

• discuss whether the Participant is currently undertaking any Education and Training, paid Employment, Volunteer Work or other activities:

  • for Transferred Participants, this discussion may also include a review of prior tasks and activities undertaken to meaningfully engage, or

  • for Participants transferred from Other Employment Services, this discussion may also include a review of prior tasks and activities undertaken in their Job Plan or Goal Plan

• if the Participant is commencing in Pre-Employment Support, determine the appropriate level of service (Intensive Service Work Preparation phase, Intensive Service Job Search phase, or Flexible Service) in consultation with the Participant and in accordance with the criteria for determining suitability of the phase and Service Offer outlined in Section 6.2 Pre-Employment Support

• if deemed appropriate, provide:

  • an initial list of appropriate Vacancies

  • advice about the best ways to look for and find work and about local job opportunities

  • information about Skills Shortage areas

• explain and provide a copy of the Participant Rights and Responsibilities Statementsign-in required (sign-in required)

• explain the consequences of not participating appropriately in Services:

  • for Participants (Mutual Obligation), explain their rights and obligations under the Social Security Law and the consequences of not meeting their Mutual Obligation Requirements, including action under the Targeted Compliance Framework (TCF)

  • for DSP Recipients (Compulsory Requirements), explain their rights and responsibilities under the Social Security Law and the consequences of not participating in accordance with their Job Plan

  • for Participants (Mutual Obligation) and DSP Recipients (Compulsory Requirements), explain that they may be compelled by their Provider to attend a compulsory Contact Appointment if they do not satisfy the Meaningful Engagement Requirement and are not in contact with the Provider

  • for Participants with a pending DSP claim, explain how their participation in Inclusive Employment Australia as their Program of Support can affect their eligibility for the DSP

  • for Participants (Voluntary) explain the consequences of not participating appropriately

• identify a date and time to book the next Contact Appointment.

By the end of the Initial Interview, the Provider must:

• explain the purpose of a Job Plan

• prepare or update a Job Plan and explain the contents of the Job Plan, noting:

  • if entering into a Meaningful Engagement Job Plan:

• the Meaningful Engagement Job Plan need only include the Meaningful Engagement Requirement — refer to Section 4.6 Contents of a Meaningful Engagement Job Plan

• provide a copy of the appropriate version of the Meaningful Engagement Fact Sheet – For Participants (Mutual Obligation) and DSP Recipients (Compulsory Requirement)sign-in required (sign-in required) or Meaningful Engagement Fact Sheet – For Participants (Voluntary)sign-in required (sign-in required) (hard copy or electronic version)

• explain the Meaningful Engagement Requirement and expectations around how a Participant is to meaningfully engage and what happens if they cannot fully satisfy the requirement, including that:

  • the Participant is required to engage with their Provider to prepare for, seek or maintain employment

  • meaningful engagement will include attendance at Provider Appointments, other forms of Contact and undertaking tasks and activities that help the Participant to achieve their Employment Goal

  • for the Initial Engagement Period, the Participant needs only to stay in contact with the Provider (i.e. attend Contact Appointments)

  • Participants who have a documented Period of Disengagement will be found to not be satisfying the Meaningful Engagement Requirement, and

  • Participants who have a documented Period of Disengagement and are not fully satisfying the Meaningful Engagement Requirement will be required to entered into a Detailed Job Plan that lists mandatory requirements

  • if entering into a Detailed Job Plan:

• the Detailed Job Plan need only include the pre-populated requirements — refer to Section 4.7 Contents of a Detailed Job Plan

• the Detailed Job Plan can be adjusted based on the Participant’s previous Job Plan and any notes a Relinquishing Provider has added in the Program Summary

• tasks and activities are to be reviewed over the Initial Engagement Period

  • the Provider must not enter into a Job Plan if there is a Centrelink Job Plan — these Participants’ Job Plans are managed by Services Australia.

(Deed Reference(s): Clause 112, 113.1, 113.3)

System step — Providers must record a result of ‘Attended’ for the Initial Interview in the Participant’s Electronic Calendar by close of business the day the person attends it.

Evidence requirement — Providers must record the Participant’s preferred Engagement Method(s) and arrangements for Contacts, and update as circumstances change.

System step — Providers may use the comments functionality in the Participant’s Summary on the Department's IT Systems to capture preferred Engagement Methods and preferred arrangements for Contact Appointments (see Adding, Viewing and Editing a Comment in Participant Summary task card).

Privacy Notification and Consent Form and Direct Registration Form

The Provider must give each Participant the Privacy Notification and Consent Form or Direct Registration Form (as appropriate) and seek their express valid consent to collect their Sensitive Information in accordance with the Privacy Statement in the appropriate form. A record of the Participant’s express valid consent should be made by asking the Participant to sign and complete the consent form and declaration. The Provider is also required to explain the form and sign a Provider Declaration. See Part A Guidelines: Chapter 6 : Privacy for further guidance. The Privacy Statement in the form ensures the Participant is aware of the types of Personal Information they may be required to provide and how this information will be used and disclosed.

This must be done at the Initial Interview, if not already completed as part of the Direct Registration process.

Evidence requirement — Providers must keep the signed Privacy Notification and Consent Formsign-in required (sign-in required), as outlined in Part A Guidelines: Chapter 6: Privacysign-in required (sign-in required).

Proof of Identity

The Provider must sight proof of identity acceptable documentation at the Initial Interview. A copy of this documentation must not be kept.

If an Initial Interview is conducted via a phone call or videoconference, the Participant must email their identity documents to the Provider. The Provider must not keep this information and must delete the email once the Participant has been Commenced in the Service.

A list of acceptable documents is included in Section 1.5.3 Proof of Identity.

Third-party attendance

At any Appointment, including the Initial Interview, the Participant may wish to have a third-party attend. This may include a support person and/or advocate (such as a Family Member, friend, carer(s), support worker and/or NDIS provider). Providers should accommodate third-party attendance, unless the third-party demonstrates challenging behaviours.

Warm Handovers for Transferred Participants

When a Participant transfers from one Provider to another, the Participant must be given the option to participate in a Warm Handover as part of their Initial Interview. Details on the Warm Handover process are included under 3.4 Transfers.

Participants transitioning from Other Employment Services

Providers may be requested to assist with the transition of a Participant from Other Employment Services.

Parent Pathways

Parents of young children (under 6 years of age) can volunteer to participate in the Parent Pathways service. This service provides a ‘mentor’ to support Participants as they undertake early intervention pre-employment support to help them work towards and achieve goals to improve their future economic security.

When a parent’s youngest child turns 6 years old, they are no longer eligible for Parent Pathways. At this time, some parents may have Mutual Obligation Requirements and be required to participate in employment services, including Inclusive Employment Australia. In this case, parents will be Referred by Services Australia to Inclusive Employment Australia after they have exited Parent Pathways.

As part of the transition from Parent Pathways, the parent may choose to have a Warm Handover meeting as part of their Initial Interview. In this instance, a Warm Handover means a meeting between the Inclusive Employment Australia Provider, Participant, and the Participant’s former Parent Pathways mentor.

Warm Handovers are optional. The Participant has responsibility for advising their Parent Pathways mentor of the Initial Interview appointment details.

During the Warm Handover, the Provider should take note, if shared, of:

• the Participant’s Employment Goals as captured by their Parent Pathways Goal Plan

• any Activities the Participant was undertaking while in the Parent Pathways service, and

• details of the Participant’s achievements and progress during Parent Pathways.

This information would be used to inform the Employment Goal captured in the Participant’s Job Plan and suitable tasks and activities discussed as part of the plan for meaningful engagement during the Initial Engagement Period.

Additional considerations for NDIS participants

Providers should seek to confirm at the Initial Interview if a Participant Referred to them is a NDIS participant, however, the Provider must make it clear that it is up to the Participant whether they disclose this information.

Note: If the Participant is using the specific eligibility criteria for NDIS participants to enter Inclusive Employment Australia (outlined in Section 1.3.3 NDIS participants), the Participant must have shown evidence of their NDIS plan or eligibility for NDIS supports during the Direct Registration process.

Providers may ask the Participant about their NDIS plan to develop Services that support the Participant’s needs. It is up to the Participant to choose if they would like to share their plan with anyone other than their NDIS provider who they have an active service booking with. If the Participant provides a copy of their NDIS plan, the Provider must not keep a copy of the NDIS plan.

A Participant may wish to include a NDIS partner or provider at their next scheduled appointment. This could be the Local Area Coordinator, the Participant’s support coordinator, their NDIS employment service provider or other party. The Participant has responsibility to advise those they invite of the appointment details.

The purpose of seeking to meet with a NDIS representative is to ensure all parties are working collaboratively towards supporting the Participant’s Employment Goals and gain clarity on Participant supports to be delivered under either Inclusive Employment Australia or NDIS.

3.2.3 Steps when a Participant fails to CommenceCopy citation · §3.2.3

Participants with participation requirements

Once a Participant (Mutual Obligation) or DSP Recipient (Compulsory Requirements) is Referred to Inclusive Employment Australia, they must attend the Initial Interview, agree to a Job Plan and Commence in the Program to continue receiving Income Support Payments (other than a Participant receiving Parenting Payment).

Note: If there is a pause to participation requirements (refer to Section 5.2.1 Mutual Obligation Requirements and Section 5.2.2 DSP compulsory participation requirements for further information), Participants (Mutual Obligation) and DSP Recipients (Compulsory Requirements) will not be required to attend the Initial Interview. The Initial Interview will still show in the Participant’s Electronic Calendar, but if they don’t attend their Income Support Payment will not be affected. The Participant will need to attend to meet their participation requirements when the pause ends.

If the Participant does not attend the Initial Interview, the Provider must attempt to contact the Participant within five Business Days to schedule another Initial Interview.

As part of scheduling another Initial Interview, Providers must issue a formal notification, to a Participant (Mutual Obligation) or DSP Recipient (Compulsory Requirements), and must advise the Participant of the consequences of failing to attend:

• failure to attend the next Appointment may result in their Activity Tested Income Support Payments being suspended by Services Australia

• if the Participant attends their Initial Interview within 28 days of the payment suspension, their payments will be reinstated and backdated to the date of the suspension, and

• if the Participant fails to attend an appointment within 28 days of the suspension, their payments will be cancelled. They will be Exited from employment services and may need to reapply for Income Support Payments.

If a Participant provides an Acceptable Reason why they cannot attend the second scheduled Initial Interview, the Provider must ’Cancel’ or ’Reschedule’ the Initial Interview instead of resulting it as a ‘Did Not Attend’ in the Department’s IT Systems. The Provider must reschedule the Initial Interview as soon as possible. Unless otherwise agreed with the Participant, a new Initial Interview should be made at least 48 hours into the future.

If a Participant (Mutual Obligation) does not attend the second scheduled Initial Interview, and does not have a Valid Reason, their Income Support Payment will be suspended until the Participant attends an Initial Interview. This will be triggered in accordance with the processes for a Mutual Obligation Failure, as outlined in 12.4 Compliance actions - Mutual Obligation Failures.

This temporary Income Support Payment suspension mechanism is designed to encourage attendance at an Initial Interview when all other appropriate attempts to engage the Participant have failed. It is triggered after a ‘Did Not Attend - Invalid’ result is entered in the Department’s IT Systems.

System step — The Provider must enter the ‘Did Not Attend – Invalid’ result and reason for failing to attend the second scheduled Initial Interview into the Department’s IT Systems, by no later than close of business on the day of the Appointment.

Note: While Participants (Mutual Obligation) will generally be compelled to attend their Initial Interview there are circumstances in which their requirements may be paused.

If a DSP Recipient (Compulsory Requirements) does not attend the second scheduled Initial Interview, and does not have a reasonable excuse, the Provider must report their non-attendance as outlined in 12.7.3 Reporting DSP non-compliance.

Until the Participant is automatically Exited due to Income Support Payment cancellation, Providers are encouraged to continue to try to contact the Participant, to engage them in the Service and assist them to have their Income Support Payment restored.

Participants (Voluntary)

Participants (Voluntary) have 3 opportunities to attend their Initial Interview with their Provider before the Provider must Exit them due to non-attendance.

3.3 The Initial Engagement PeriodCopy citation · §3.3

The Initial Engagement Period is the first 4 weeks of a Participant’s Period of Registration. It starts from the Initial Interview (see previous Section 3.2.2 Initial Interview). The Initial Engagement Period applies for new entrants to Inclusive Employment Australia and Participants who have transferred from another Inclusive Employment Australia Provider but does not apply to Ongoing Support (Work Assist) Participants.

The Initial Engagement Period allows time for the Provider to build a positive relationship with a Participant and assess the Participant’s skills, needs and strengths. It allows the Provider to tailor their Services to the Participant, considering any barriers (including personal circumstances) that may impact on a Participant’s ability to transition to ongoing sustainable Employment or effectively maintain their current Employment.

During the Initial Engagement Period for each Participant, the Provider must:

• conduct an Initial Interview

• conduct the Job Seeker Snapshot if the Participant does not have a current JCSI — refer to Section 2.3.1 Conducting the Job Seeker Snapshot

• if the Participant is receiving Pre-Employment Support:

  • conduct a Skills Assessment — refer to Section 2.5 Skills Assessment

  • confirm if the Participant should be engaged in Intensive Service Work Preparation, Intensive Service Job Search or Flexible Service. If the level of service agreed to at Commencement was not, or no longer is, appropriate the provider must update this — refer to Section 6.2 Pre-Employment Support

  • assist the Participant to identify suitable tasks and activities they will participate in, as part of meaningfully engaging. This may include tasks and activities aligning to their Employment Goal(s) agreed to with a previous Inclusive Employment Australia Provider or Other Employment Services Provider and/or tasks and activities the Provider has identified that will help the Participant to prepare for, find and keep a job, noting:

• if the Participant has a Meaningful Engagement Job Plan, the Provider must capture agreed tasks and activities (outside of the Job Plan) and provide a copy to the Participant

• if the Participant has a Detailed Job Plan, the Provider must capture agreed tasks and activities in the Participant’s Job Plan

  • assist the Participant to complete a résumé and upload the resume onto their Workforce Australia profile

• if the Participant is receiving Post Placement Support or Ongoing Support:

  • review comments included in the Participant’s Program Summary by a Relinquishing Provider, if relevant

  • identify the types of supports that will assist the Participant to keep their job, and

  • assist the Participant to identify relevant tasks and activities they will participate in, as part of meaningfully engaging — this would generally be Contacts with the Provider and maintaining their Employment, noting:

• if the Participant has a Meaningful Engagement Job Plan, the Provider must capture agreed tasks and activities (outside of the Job Plan) and provide a copy to the Participant

• if the Participant has a Detailed Job Plan, the Provider must capture agreed tasks and activities in the Participant’s Job Plan, and

• the Provider must assist the Participant to capture their hours of Employment as Personal Events, if appropriate — refer to Section 5.3.4 Capturing Personal Events.

Note: Where a Participant needs longer to agree to tasks and activities, Providers should capture what tasks and activities have been agreed to at the end of the Initial Engagement Period and continue to support the Participant to identify suitable tasks and activities at each subsequent Contact.

(Deed Reference(s): Clause 113.5, 113.6, 113.7, 116, 134)

System step — Providers can capture information within a Participant’s résumé using comment functionality in the Participant’s Summary on the Department’s IT Systems.

Providers can view comments other Inclusive Employment Australia Providers have added in the Participant’s Program Summary on the Department’s IT Systems.

3.3.1 Connecting Participants to Workforce Australia Online profiles.Copy citation · §3.3.1

Providers should support Participants to register with and use Workforce Australia Online for Individuals. This allows the Participants to access online tools, information, and learning modules available on the Workforce Australia website.

As part of the Initial Engagement Period, the Provider should discuss with each Participant if they have connected their myGov profile to Workforce Australia Online. If not, the Provider should, where appropriate, support the Participant to do so, including by providing information on the Workforce Australia Privacy and Conditions. This will enable the Participant to use all the features of the online platform, including viewing Appointments, Activities and scheduled Job Interviews in their Electronic Calendar and undertake and report on Job Search efforts.

3.4 TransfersCopy citation · §3.4

Participants may transfer between Providers for a range of reasons and at any time during their Period of Service. Transfers can be initiated by the Participant, a Provider or the Department to available Providers in their Employment Service Area (ESA).

Note: Participants cannot transfer providers while they have unresolved compliance action under the Targeted Compliance Framework.

A transfer changes the Participant’s Referral from their current Provider (‘Relinquishing Provider’) to the new Provider (‘Gaining Provider’). This means the transfer will end the Period of Registration with the Relinquishing Provider and start a new Period of Registration with the Gaining Provider. The Period of Service will be maintained.

Participants transfer to the Gaining Provider’s Caseload with a ‘Pending’ status. The Gaining Provider must undertake an Initial Interview to Commence the Participant. The Gaining Provider then becomes the Provider for the Participant and delivers Services to the Participant.

The status of the Participant on the Relinquishing Provider’s Caseload will change to ‘Exited’. At this point, the Relinquishing Provider ceases to be the Participant’s Provider and will have limited access to the Participant’s record on the Department’s IT Systems for the next 28 calendar days.

(Deed Reference(s): Clause 109, 148)

Evidence requirement — Providers should ensure that details of support delivered to Participants are entered into the Department’s IT Systems before the Participant is Exited.

System step — Providers must capture the support provided using comment functionality in the Program Summary on the Department’s IT Systems (see Adding, Viewing and Editing a Comment in Program Summary task card).

3.4.1 General considerations for transfersCopy citation · §3.4.1

Warm Handovers

Both the Gaining and Relinquishing Providers must assist, facilitate, and cooperate with the transfer of a Participant. Providers are to do this through a Warm Handover.

(Deed Reference(s): Clause 149.1)

A Warm Handover is a meeting between the Gaining Provider, Relinquishing Provider, and Transferred Participant. The Warm Handover is intended to improve the continuity of support during their Period of Service — through the sharing of appropriate information about tasks and activities being undertaken and progress towards ongoing Employment.

A Relinquishing Provider must offer the Participant a Warm Handover as part of their transfer. If the Participant requests attendance, the Relinquishing Provider must attend the Warm Handover, even though the Participant will be Exited from the Provider’s Caseload at the time of the Appointment.

In offering a Warm Handover, the Relinquishing Provider must:

• explain the process of a Warm Handover, including the benefits from having them in attendance at their Initial Interview with the ‘new’ Provider

• discuss the types of Personal or Sensitive Information they may need to consider sharing at the Warm Handover, with their consent

• ask the Participant whether there is any information that the Participant does not wish to be shared at the Warm Handover

• advise the Participant that once the Initial Interview has been scheduled, they will need to contact them and provide the appointment details (i.e. time, date, new provider name and location), and

• attend the Initial Interview with the Participant, as requested.

The Gaining Provider must confirm with the Transferred Participant if they want to participate in a Warm Handover as part of their Initial Interview.

If a Participant has accepted a Warm Handover, the Gaining Provider must ensure the Participant understands that it is their responsibility to contact their previous Provider, to inform them of the details of their Initial Interview (i.e. time, date, and location).

Note: The Participant may also wish to have others in attendance at their Initial Interview, as a support person and/or advocate (see relevant details under Section 3.2.2 Initial Interview). This is not prohibited by the attendance of the Relinquishing Provider.

Participants can choose not to have a Warm Handover.

Evidence requirement — Relinquishing Providers must record the details of the Warm Handover off-Calendar as the Participant will be Exited when the appointment details are set.

Program Summary

Relinquishing Providers must complete a Program Summary for the Participant within 5 Business Days of the Participant’s Exit.

(Deed Reference(s): Clause 154.15)

When creating or updating the Program Summary as part of transfer arrangements, the Provider must enter information about the Participant’s progress during their Period of Registration as outlined in the Provider Actions – Program Summarysign-in required (sign-in required) supporting document on the Provider Portal.

The Program Summary provides the Gaining Provider with a servicing history, information on the Participant’s current level of engagement and details of any Permissible Breaks and/or Voluntary Changes in Employment.

Note: A Gaining Provider will read the comments at Commencement to help determine the appropriate Job Plan type for the transferring Participant.

Providers must enter or edit comments included as part of the Program Summary on the Department’s IT Systems (see Adding, Viewing and Editing a Comment in Program Summary task card). There are 5 topics, and a comment should be entered under each.

Transferring Funding

The Funding for a Transferred Participant follows the Participant. This means that:

• The Service Fee period will end when the Participant transfers Providers. The Relinquishing Provider will be paid a pro-rata amount, based on the number of days in the Service Fee period that the Participant was engaged by the Relinquishing Provider since the Commencement date or last Service Fee Payment up to the transfer date. The Gaining Provider will start to receive Service Fees effective from the Participant’s Commencement date.

• Outcome Fees achieved after the transfer date will be paid to the Gaining Provider. There is no pro-rata amount available to the Relinquishing Provider.

• Flexible Ongoing Support Fees will be paid to the Relinquishing Provider for Instances that occurred prior to the transfer date. Flexible Ongoing Support Fees will be paid to the Gaining Provider for Instances that occur from the transfer date.

• Moderate or High Ongoing Support Fees will be paid to the Relinquishing Provider on a pro-rata basis for the proportion of the Payment period before the transfer occurs. The Participant will commence a new Moderate or High Ongoing Support Payment period with the Gaining Provider from the transfer date.

3.4.2 Transfer typesCopy citation · §3.4.2

Transfer due to change of address

When the home address of a Participant in Pre-Employment Support is updated to an address in a different ESA, the Department’s IT Systems will generally notify the Participant that they may wish to change Providers in the new ESA. The Participant will not receive this notification if they are in Post Placement Support or Ongoing Support.

The Participant will only be transferred if the Participant responds to the contact to request a transfer.

Note: When a Participant’s home address is updated to an address in a remote ESA, the Participant will be automatically Referred to the Community Development Program and will be Exited from Inclusive Employment Australia by the Department’s IT Systems (see Section 3.6 Exits for more details).

Participant initiated transfers

Participant choice is a key principle of Inclusive Employment Australia. All Inclusive Employment Australia Participants (excluding those exceptions below) can transfer to a new Provider at any time and do not need to provide any reason for the transfer. There is no limit to the number of times a Participant can transfer to another Provider.

Note: Participants cannot request transfer to another Provider until they have Commenced with their current Provider.

Participants can request a transfer to their preferred Provider by contacting the National Customer Service Line (NCSL).

Note: In the future Participants will be able to request transfer through Workforce Australia Online for Individuals or the Workforce Australia app. The Department will advise when this function is available.

Following the request for a transfer, the Participant will be Referred to their chosen new Provider. The Department’s IT Systems will notify the Relinquishing Provider and Gaining Provider of the transfer.

A Participant cannot choose to transfer to another Provider if they:

• have a Provider-lodged reactive Managed Service Plan

• have a Level 3 or Serious Incident Report, or

• are a Pre-Release Prisoner.

These Participants can transfer only with the agreement of both the Gaining Provider and the Relinquishing Provider (see below for more details on transfer by agreement).

Transfer by agreement

A Participant can transfer to another Provider after both the Relinquishing Provider and the Gaining Provider sign a Transfer by Agreement Formsign-in required (sign-in required) to show that both Providers agree to the transfer. The Relinquishing Provider must enter the form details into the Department’s IT Systems to action the transfer.

Evidence requirement — The Relinquishing Provider must keep a copy of the signed Transfer by Agreement Form.

Transfer by agreement is the only way that a Participant can be transferred to another Provider if they:

• have a Provider-lodged reactive Managed Service Plan

• have a Level 3 or Serious Incident Report, or

• are a Pre-Release Prisoner.

The Gaining Provider and Relinquishing Provider must note in the Transfer by Agreement Form that they have discussed relevant details about the Participant’s servicing arrangements. This ensures the Gaining Provider understands any servicing challenges associated with the Participant. If the Gaining Provider does not agree to the transfer after the discussion, they must not sign the Transfer by Agreement Form.

Note: Providers do not need to use the Transfer by Agreement Form when transferring a Participant between the Provider’s own Sites. However, Providers must record the reason for the move, and that the 'Transfer by Agreement' option was used without a signed form in the Participant’s Summary on the Department’s IT Systems.

System step — Providers must enter a reason for a site transfer the using comment functionality in the Participant’s Summary on the Department’s IT Systems (see Adding, Viewing and Editing a Comment in Participant Summary task card).

Transfer due to relationship failure

If a Provider thinks they cannot maintain a reasonable and constructive servicing relationship with a Participant, a Transfer Due to Relationship Failure Formsign-in required (sign-in required) can be completed and must be forwarded to the NCSL (nationalcustomerserviceline@dewr.gov.ausign-in required (sign-in required)) for investigation. The NCSL will consider a Provider’s request based on the evidence provided, including if the process outlined in Chapter 13: Servicing Participants with challenging behaviours has been followed.

Evidence requirement — Providers will need to submit documentation of the relationship breakdown, including any Incidents, and efforts to resolve the relationship issues.

Participants may also request a transfer due to relationship failure without needing to submit evidence of the relationship failure.

If the NCSL approves a transfer due to relationship failure, the Participant will be sent a notification advising them of their new Provider and the date and time of their next appointment.

If the NCSL does not approve the transfer, it will notify the Provider and/or the Participant (dependent on the requesting party).

3.5 Suspensions and Volunteer PeriodsCopy citation · §3.5

Participants are not required to participate in Services when Suspended.

A Suspended Participant can volunteer to receive Services from the Provider during the Suspension. This is referred to as a Volunteer Period. This process is outlined under Section 3.5.2 Volunteering during a Suspension.

During a Suspension, the Participant’s Period of Service is paused, and the Provider is not required to deliver Services to the Participant. A Suspension ends the current Service Fee period, which is paid on a pro-rata basis. If the Participant is in Ongoing Support, the Provider must cease to deliver Ongoing Support Instances or Contacts and will not receive any Ongoing Support Fees.

The Participant’s Period of Registration, Period of Service, progress towards Service Fees and eligibility for Ongoing Support Fees resume:

• during any Volunteer Period, or

• when the Suspension ends.

Following a period of Suspension, the Provider must hold the first Contact Appointment face-to-face as part of the Re-engagement process (unless it would be unreasonable to conduct the appointment face-to-face) to reconnect with the Participant and update the Participant’s Job Plan accordingly. Updating the Job Plan can help to ensure that the Participant is aware of their participation requirements.

(Deed Reference(s): Clause 151, 152, 153)

Effect of Suspensions on Outcomes

Participants can achieve an Outcome while they are Suspended. If a Participant is in Post Placement Support (or Ongoing Support) and progressing towards an Outcome when they are Suspended, the Outcome Period continues during the Suspension while the Participant remains Employed. The Provider can claim an Outcome Fee if it can demonstrate that the Participant met the conditions of an Outcome during the Suspension.

Information on Outcome conditions is at Section 9. Outcome conditions, and information about claiming Outcome Fees is at Section 11.5 Outcome Fees.

3.5.1 When are Participants Suspended?Copy citation · §3.5.1

Suspension of Participants with Mutual Obligation Requirements

Participants (Mutual Obligation) have participation requirements and therefore can only be Suspended by Services Australia. A Participant (Mutual Obligation) may be Suspended when Services Australia:

• applies an Exemption, such as a temporary medical incapacity exemption

• determines that the Participant is Fully Meeting their requirements, or

• assesses that the Participant has a temporary reduced work capacity of less than 15 hours per week (following an ESAt).

A Participant (Mutual Obligation) can be Fully Meeting their requirements if they fall within a qualifying category and participate in 30 hours per fortnight of an approved Activity or combination of approved Activities (i.e. paid Employment, Voluntary Work, and/or approved study). For more information, refer to Section 5.2.1 Mutual Obligation Requirements.

Providers can notify Services Australia that a Participant is undertaking an approved Activity that would Fully Meet their Mutual Obligation Requirements through the Department’s IT Systems. This notification will result in the Participant being Suspended if Services Australia determines the Participant is Fully Meeting their Mutual Obligation Requirements.

Participants receiving Pre-Employment Support who are Suspended because they are Fully Meeting their Mutual Obligation Requirements for more than 13 weeks will be notified that they are eligible to Exit Inclusive Employment Australia and will be automatically Exited if they do not volunteer to remain in Inclusive Employment Australia.

Note: Participants who are Fully Meeting their requirements will enter into a Centrelink Job Plan.

Suspension of DSP Recipients with compulsory participation requirements

DSP Recipients (Compulsory Requirements) have participation requirements and therefore can only be Suspended by Services Australia. A DSP Recipient (Compulsory Requirements) will be Suspended when Services Australia:

• applies an Exemption, such as a temporary medical incapacity exemption, or

• assesses that the Participant has a temporary reduced work capacity of less than 8 hours per week (following an ESAt).

Suspension of Volunteers

A Volunteer (Non-Mutual Obligation) can be Suspended by the Provider when the Participant advises that they cannot or do not wish to receive Services for a time.

A Volunteer (Non-Mutual Obligation) who is no longer meaningfully engaging must be Suspended. No longer engaging includes not attending Appointments, not undertaking tasks or activities or otherwise no longer being in contact with the Provider. They will remain Suspended:

• for a maximum of 6 months, after which the Provider must Exit them, or

• until such time as they contact the Provider to confirm if they would like to continue to receive Services.

Note: If a Participant (Voluntary) is no longer in contact with the Provider and the Provider's attempts to contact the Participant are not successful over a 4-week period, the Provider must Suspend the Participant. The Provider should continue to make reasonable attempts to contact them to confirm if they want to continue to receive Services after the participant has been Suspended.

The Provider must enter the Suspension period on the Department’s IT Systems. If a Volunteer (Non‑Mutual Obligation) has a Suspension period entered by the Provider, and asks to resume Services, the Provider must end the Suspension in the Department’s IT Systems.

A Volunteer (Mutual Obligation) cannot be Suspended by the Provider because the Participant already has a Suspension due to a Services Australia decision. Instead, if a Volunteer (Mutual Obligation) advises they cannot or do not wish to receive Services, the Provider must end the Volunteer Period for the Participant.

3.5.2 Volunteering during a SuspensionCopy citation · §3.5.2

Participants with participation requirements

A Participant (Mutual Obligation) or DSP Recipient (Compulsory Requirements) can volunteer to receive Services during a Suspension. The Provider must record the agreed Volunteer Period and provide Services for the duration of the Volunteer Period when a Suspended Participant advises they want to voluntarily participate.

System step — Where a Participant elects to volunteer while Suspended, the Provider must record the agreed start and end dates for the Volunteer Period in the Department’s IT Systems. Detailed instructions are available in the Adding a Volunteer Period for a Participant task card.

System step — Where the Participant chooses to end the Volunteer Period earlier than originally agreed, the Provider must adjust the end date for the Volunteer Period in the Department’s IT Systems.

The Participant’s status during the Volunteer Period will be the same as their status immediately prior to when they were Suspended. For example, a Participant who was Commenced prior to the Suspension will revert to Commenced when they start the Volunteer Period.

By recording the Volunteer Period, a Provider is capturing that a Participant (Mutual Obligation) is participating as a Volunteer (Mutual Obligation) or that a DSP Recipient (Compulsory Requirements) is participating as a Volunteer (Non-Mutual Obligation).

Providers must ensure the Participant’s Job Plan is replaced with one that only includes voluntary requirements during the Volunteer Period — refer to Section 4.4 Entering into a Job Plan.

If a Volunteer (Mutual Obligation) has a Centrelink Job Plan, Providers must not replace the Centrelink Job Plan.

Providers should review the appropriate service offer if the Participant is receiving Pre-Employment Support — refer to Section 6.3 Movement within Pre-Employment Support.

Participants who do not have participation requirements

A Volunteer (Non-Mutual Obligation) does not have a Volunteer Period added if they wish to receive Services when they have a Suspension. The Provider must instead end the Suspension so the Participant can receive Services.

3.6 ExitsCopy citation · §3.6

Participants may be Exited from Services for a range of reasons. An Exit may be:

• an automatic Exit performed by the Department’s IT Systems (Effective Exit)

• a manual Exit performed by the Provider (Provider Exit), or

• an Exit performed by Departmental staff (Departmental Exit).

If possible, a Provider must discuss the reason for the Exit with the Participant. If a Participant is moving to another employment service, the Provider should talk with them about giving a summary of the tasks and activities they've done, so they can share it with the new Provider.

When a Participant is Exited, the Provider must cease delivering Services. The Participant’s Period of Service and Period of Registration will end.

The Department’s IT Systems will automatically notify Services Australia when a Participant Exits for any reason.

The Provider will need to provide a notification to the Participant, within 14 calendar days of the Exit, if possible. The notification should confirm the participant has been Exited and the reason(s) why they have been Exited. An Exit notification letter template is available on the Provider Portal. Providers have the flexibility to use their own format when issuing an Exit notification.

Evidence requirement — Providers must keep Records, either in the Department’s IT Systems or on the Participant’s individual file, of having issued the Exit notification or the reasons why they were unable to issue the notification.

System step — Providers will only be granted limited access to the Participant’s records in the Department’s IT Systems for 28 calendar days from the date of the Participant’s Exit.

Providers should ensure that details of Ongoing Support provided to Participants have been entered into the Department’s IT Systems before the Participant is Exited.

If a Participant is Exited due to a Work Refusal or Unemployment Failure, Providers should make a file note in the Program Summary (if they still have access to the record). More details are in Sections 12.5.4 and 12.6.4, and in the 'Provider Actions – Program Summary' document on the Provider Portal."

Note: The Secretary of the Department of Employment and Workplace Relations has taken decisions to pause some aspects of the Targeted Compliance Framework. Participants will not incur a Work Refusal Failure and be Exited while this pause is in effect.

(Deed Reference(s): Clause 153.5, 154)

3.6.1 Effective ExitsCopy citation · §3.6.1

A Participant will be automatically Exited from Inclusive Employment Australia by the Department’s IT Systems when a qualifying condition occurs.

An Effective Exit will occur when a Participant:

• is referred to an Other Employment Service

• who is identified in the IT System as receiving Flexible Ongoing Support has no recorded Flexible Ongoing Support Instances for any consecutive period of 52 weeks, or

• does not volunteer to receive Services when Fully Meeting their Mutual Obligation Requirements and eligible to be Centrelink Managed, as described below.

When a Provider or Services Australia determines that a Participant is undertaking an approved Activity that will be Fully Meeting their Mutual Obligation Requirements for 13 weeks or longer, the Participant will typically receive a notification that:

• their program has been Suspended

• they do not need to participate in employment services

• they can elect to participate voluntarily with their Provider, and

• they will be Exited from employment services in 2 weeks from the notification unless they contact their Provider and volunteer to receive employment services before that date.

The Effective Exit will occur at the end of the 2 weeks unless the Participant who is Fully Meeting their requirements has an active Volunteer Period in place.

Providers will not receive a message advising of the Exit.

Note: If the Participant is in Post Placement Support or Ongoing Support when Services Australia determines that the Participant will be Fully Meeting their Mutual Obligation Requirements for 13 weeks or longer, the Participant will not receive a notification and there will not be an Effective Exit.

3.6.2 Provider ExitsCopy citation · §3.6.2

Providers must manually Exit from Inclusive Employment Australia a Participant who:

• has completed a 52-week Employment Outcome and does not wish to receive Ongoing Support

• has completed a 52-week Employment Outcome and the Provider or an Ongoing Support Assessor determines that the Participant does not need further support

• advises they do not wish to receive Services, and the Participant is:

  • a Volunteer (Mutual Obligation) who was eligible to be Centrelink Managed because they are Fully Meeting their Mutual Obligation Requirements for at least 13 weeks

  • a Participant (Mutual Obligation) or DSP Recipient (Compulsory Requirements) who has had a change in their income support status such that they no longer have participation requirements — for example, they stop receiving Income Support Payments or commence Education or Training and start to receive Austudy, Abstudy or Youth Allowance (Student)

  • a Principal Carer Parent who has a long-term Exemption (i.e. end date longer than 16 weeks)

  • an Ongoing Support (Work Assist) Participant, or

  • a Volunteer (Non-Mutual Obligation)

• has a Change of Circumstances ESAt that recommends Services are no longer appropriate, unless an NDIS participant or DSP recipient who wishes to continue to receive Pre-Employment Support

• is an Ongoing Support (Work Assist) Participant and the Provider or an Ongoing Support Assessor determine that the Participant no longer requires Ongoing Support

• is an Ongoing Support (Work Assist) Participant who is no longer Employed

• is a Principal Carer Parent who has a long-term Exemption (i.e. end date longer than 16 weeks) who is no longer in contact with the Provider

• is a Volunteer (Non-Mutual Obligation) receiving Pre-Employment Support or Post Placement Support who has been Suspended for a period 6 months or more, including through multiple consecutive Suspensions, or

• is receiving Moderate Ongoing Support or High Ongoing Support who has been Suspended for more than 12 months, unless the Department has approved a longer exemption (refer to Section 10.8.1 Suspending Ongoing Support for further information).

(Deed Reference(s): Clause 154.8, 154.9, 154.10, 154.11, 154.12, 154.13, 154.14)

If a Participant advises their Provider they wish to Exit, the Provider should determine if the Participant is eligible for a Provider Exit (as described above) and if the Participant is aware of the Services the Provider can offer.

Note: Providers must not perform an Exit when requested by a Volunteer (Mutual Obligations) who is volunteering while they have an Exemption to their participation requirements, unless that Participant is a Principal Carer Parent who has a long-term Exemption.

The Provider must advise a Participant when they do not approve a request for an Exit and must continue to deliver Services.

System step — Provider Exits and reason for Exit must be entered in the Department’s IT Systems.

Evidence requirement — Documentary Evidence must be retained that provides a concise record of any information provided by, or relating to, the Participant that influences the Provider's decision to Exit the Participant.

Participants (Voluntary) who apply for Income Support Payments

A Volunteer (Non-Mutual Obligations) who is Commenced may seek to apply for Income Support Payments. Providers must recommend the Participant contact Services Australia if they would like to apply for Income Support Payments. The Participant should also be encouraged to advise Services Australia that they are already receiving Services through Inclusive Employment Australia, to ensure this is taken into to consideration when Services Australia make a potential Referral.

3.6.3 Departmental ExitsCopy citation · §3.6.3

The Department can Exit a Participant from a Provider’s Caseload when required to do so. The Department will perform Departmental Exits when:

• the Department’s IT Systems has not performed an Effective Exit of a Participant who has met Effective Exit conditions

• a Provider has failed to perform a Provider Exit of a Participant who has met Provider Exit conditions, or

• the Department is required to Exit the Participant to comply with other requirements.

3.6.4 Participants resuming their Period of Service after ExitCopy citation · §3.6.4

An Exited Participant may be eligible to resume their previous Period of Service if they return within 13 weeks. Resuming their Period of Service means that the Participant:

• continues to receive Services from the date they return, and

• does not need to meet the Inclusive Employment Australia general or special eligibility criteria, as they are returning based on their eligibility at the time of their original Commencement.

(Deed Reference(s): Clause 154.4 – 154.6)

Participants who are eligible to resume their previous Period of Service will return to their previous Provider in the phase that they were undertaking when they Exited. The Provider is responsible for determining if the Participant should be in a different phase based on their circumstances when they resume, and for making appropriate adjustments in the Department’s IT Systems.

Upon their return, a face-to-face Contact Appointment should be entered into the Participant’s Electronic Calendar as part of the Re-engagement process, during which the Provider will either need to create a new Job Plan or update the previous approved Job Plan — depending on whether the previous approved Job Plan has been cancelled within the Department’s IT Systems. Providers should review comments in the Program Summary to confirm the appropriate Job Plan type (see Section 4.4.1 Determining the appropriate Job Plan type).

Providers should also consider if a Change of Circumstances ESAt or Change of Circumstances OSA would be required.

Note: If a Participant resumes their Period of Service after Exit but transfers prior to Re‑engagement, the process for the Gaining Provider and Relinquishing Provider is the same as it would be for any other Transferred Participant.