Front matter and glossary

Inclusive Employment Australia Guidelines

Part B: Servicing Requirements

**Disclaimer **

These Guidelines are not a stand-alone document and do not contain the entirety of an Inclusive Employment Australia Provider’s obligations. It must be read in conjunction with the Inclusive Employment Australia Deed 2025-2030 (the Deed), including any other relevant Guidelines and reference Material issued by the Department of Social Services under or in connection with the Deed.

These Guidelines are not legal advice, and the Commonwealth accepts no liability for any action purportedly taken in reliance upon it and assumes no responsibility for the delivery of the Services. These Guidelines do not reduce the obligation of Providers to comply with their relevant legal obligations and, to the extent that these Guidelines are inconsistent with obligations under the Disability Services and Inclusion Act 2023 (Cth), Social Security Law, the Privacy Act 1998 (Cth), Work Health and Safety (WHS) Laws or any other legislation or laws relevant to the respective jurisdictions in which Providers operate, the relevant legislation or laws will prevail.

**Version History **

Version 1.0 Published on: 17 July 2025 Effective from: 1 November 2025

Version 1.1 Published on: 24 November 2025 Effective from: 24 November 2025

In this version of the Guidelines, the visual identity has been updated to align with the Inclusive Employment Australia branding, edits have been made to improve readability and clarify process, and the following Chapters have been updated to reflect changes to policy or processes:

• Chapter 3: Commencements, Transfers, Suspensions and Exits — changes to sections related to Initial Interview, Initial Engagement Period and Exits

• Chapter 4: Job Plan — changes to requirements for when to enter into a Detailed Job Plan, additional information in relation to the Meaningful Engagement Requirement

• Chapter 5: Participation requirements — revisions to sections related to Meaningful Engagement Requirement, Job Search, Job Interviews and Job Referrals

• Chapter 12: Compliance — revisions to sections related to Meaningful Engagement Requirement, changes to sections on Targeted Compliance Framework (TCF) as a result of first missed failures not resulting in Mutual Obligation Failures, and pauses to payment reductions, Unemployment Failures and payment cancellations for failures to meet a Re-engagement Requirement.

Guideline Interpretation and Glossary

Reading notes

These Guidelines, developed by the Department of Social Services (the Department), detail the Objectives and operation of Inclusive Employment Australia.

The Guidelines may be updated or varied from time to time. The Department reserves the right to review and amend the Guidelines as deemed necessary and will provide reasonable Notice of any amendments.

The Guidelines use the following symbols to indicate different elements:

System step — This icon represents 'System Steps' – information contained under this dot point will relate to usage of the Department’s IT Systems.

Work health and safety — This icon represents 'Work Health and Safety Steps' – information contained under this dot point will relate to matters of WHS Law.

Evidence requirement — This icon represents ‘Documentary Evidence Requirement’ – information contained under this dot point will relate to matters of Documentary Evidence.

Related information

Reference information and websites relevant to these Guidelines include:

• Disability Services and Inclusion Act 2023

• National Standards for Disability Services

• [Social Security Act 1991](https://www.legislation.gov.au/Details/C2021C00202)

• Social Security (Administration) Act 1999

• Guide to Social Security Law

• Fair Work Act 2009

• Fair Work Ombudsman – Minimum Wages

• Superannuation Guarantee (Administration) Act 1992

• Disability Discrimination Act 1992

• Privacy Act 1988

Glossary

All capitalised terms in these Guidelines have the same meaning as in the Deed unless otherwise defined below.

Adult Migrant Education Program or AMEP has the meaning given to AMEP in the Deed, being the Commonwealth program of that name, administered by the Department of Home Affairs.

Australian Core Skills Framework means the Commonwealth framework of that name used to identify and describe an individual's performance in the core skills of learning, reading, writing, oral communication and numeracy.

Australian School-based Apprenticeship means the Commonwealth program of that name, administered by the Department of Employment and Workplace Relations.

Career Transition Assistance or CTA means the Commonwealth program of that name, administered by the Department of Employment and Workplace Relations.

Centrelink Job Plan means a Job Plan which a Participant (Mutual Obligation) has entered into with Services Australia. 

Centrelink Managed means individuals who have a Centrelink Job Plan and report their participation in requirements to Centrelink. Examples of Centrelink Managed people include:

• those who are Fully Meeting their Mutual Obligation Requirements and are Suspended (and potentially Exited) from the Caseload and have a Centrelink Job Plan

• those who have Mutual Obligation Requirements but have not been Referred to an Employment Services Provider, or

• those who have quarterly interview requirements and are managed by Centrelink.

Change of Circumstances ESAt means a reassessment of the Participants medical conditions, barriers and level of disability.

Change of Circumstances OSA means a reassessment of the Participants need for Ongoing Support.

Communications Method means the communication channel or mode in which notifications can be provided to the Participant, including their nominee where relevant, these can be both verbal scripts for use by the Provider or in writing when sent via email, to their Workforce Australia inbox or via letter. 

Complementary Activity means an employment or training program administered by a Complementary Service provider for the Commonwealth for the purposes of providing additional or alternative specialised assistance to Participants. Complementary Activities are a subset of Complementary Services. The following are Complementary Activities for Inclusive Employment Australia, listed alphabetically:

• Adult Migrant English Program (AMEP) 

• Career Transition Assistance (CTA) 

• Employability Skills Training (EST) 

• Self-Employment Assistance (S-EA) 

• Skills for Education and Employment (SEE).

Compliance Improvement Plans or CIPs are strategic plans developed by Providers to improve compliance with the Deed

Contact Appointment is a type of Appointment with the Provider for the purpose of a Contact, excluding any Contact that is for the purpose the Initial Interview or a Re-engagement Requirement.

Core Skills means a performance rating of a person’s skill level under the Australian Core Skills Framework.

Detailed Job Plan has the meaning given to Job Plan (Detailed) in the Deed. In some cases, this Job Plan type may be shown as Detailed Job Plan (Compulsory) or Detailed Job Plan (DSP U35).

Disabled Australian Apprentice Wage Support Program means the Commonwealth program of that name, administered by the Department of Employment and Workplace Relations. This program provides a payment that assists Employers of eligible apprentices with disability.

DSP Recipient (Compulsory Requirements) means a Participant who is in receipt of the Disability Support Pension (DSP), who is aged less than 35 years and has an assessed future work capacity of 8 or more hours work per week, who is participating in Inclusive Employment Australia to meet the compulsory work focused activity in their Participation Plan in order to receive their Income Support Payment. In some cases, DSP Recipients (Compulsory Requirements) may be referred to as a DSP U35 or DSP Compulsory Participation Client. 

Engagement Method means the method in which Appointments and Contacts take place. For example, these can be face-to-face, verbal discussion over a phone call or videoconference, or meaningful exchange of email or text messages.

Employability Skills Training or EST means the Commonwealth program of that name, administered by the Department of Employment and Workplace Relations. 

Employment Goal means a goal that has been identified by the Participant, which is captured in the Job Plan.

Family Member means, in relation to a particular individual (such as a Participant or an Employer):

• any spouse, de facto partner, child, parent, grandparent, grandchild or sibling, including where any of these are adopted relations, of the particular individual

• any child, parent, grandparent, grandchild or sibling, including where any of these are adopted relations, of the spouse or de facto partner of the particular individual, or

• any in-law of any individual referred to above, including any in-law of the particular individual.

Host Agreement means a written and signed agreement between the Provider, a Host Organisation and a Participant in relation to the provision of Specified Activities.

Host Organisation has the meaning given to Activity Host Organisation in the Deed.

Inclusive Employment Australia Provider has the same meaning as Program Provider in the Deed.

Initial Engagement Period means the first 4 weeks (28 days) during which the Participant is receiving Services from the Provider, including the Initial Interview. The Initial Engagement Period does not apply to Ongoing Support (Work Assist) Participants.

Incident means:

• an unplanned, accidental or deliberate event or happening resulting in personal injury (physical or mental), illness or damage to equipment, property, plant, site or building

• an event or happening that had the potential to result in personal injury (physical or mental), illness or damage to equipment, property, plant, site or building, or

• unacceptable or hostile behaviour that could result in legal proceedings or potential personal injury (physical or mental), illness or damage to equipment, property, plant, site or building. 

Incident Management Plan means a plan outlining how Provider Personnel will manage situations where participants, staff or visitors display challenging behaviours and how to prevent or manage Incidents.

Incident Report means a written account of an incident involving challenging behaviour that is recorded in the Department’s IT System.

Job Interview means any job interview that either the Provider has arranged, or the Participant has secured for themselves. 

Job Plan means the employment pathway plan which a Participant (Mutual Obligation) must enter into with their Provider under Social Security Law, participation plan which a DSP Recipient (Compulsory Requirement) must enter into with their Provider under Social Security Law, or an agreement between the Provider and Participant that must be entered into by all other Participants in order to receive Services. 

Job Search Reporting Period has the meaning given to Job Search Period in the Deed. If the Detailed Job Plan is updated, the start date may instead be the Job Plan approved date.

Job Search Target means the number of Job Search efforts that a Participant is to complete in a Job Search Reporting Period.

Job Seeker Assessment Framework means the overarching structure that brings together the full range of assessment processes, tools and resources, including the Job Seeker Snapshot, Employment Services Assessment, Ongoing Support Assessment, and any other relevant assessments. 

Job Seeker Registration means a registration process individuals are required to complete to access services from Employment Service Providers.

Managed Service Plan (MSP) means an arrangement that Providers can put in place to tailor the way Services are delivered to a Participant who displays challenging behaviours. 

Mandatory Activity means a compulsory Activity included in a Detailed Job Plan. The Activity must help the Participant to build skills and work-like behaviours.

Meaningful Engagement Job Plan has the meaning given to Job Plan (Meaningful Engagement) in the Deed. In some cases, this Job Plan type may be shown as Meaningful Engagement Job Plan (Compulsory), Meaningful Engagement Job Plan (DSP U35) and Meaningful Engagement Job Plan (Voluntary). 

Observational Work Experience or OWE means the Commonwealth program of that name, administered by the Department of Employment and Workplace Relations. 

One Main Contact means a Participant is restricted to communicating with one identified Provider staff member for the purpose of a Managed Service Plan. 

OSA Allocation means a request for an Ongoing Support Assessment (OSA) made by the Provider in the Department’s IT Systems.

Participant (Mutual Obligation) means a Participant who is in receipt of one of the following payment types who has Mutual Obligation Requirements that must be met to receive their Income Support Payment: 

• JobSeeker Payment

• Youth Allowance (Other)

• Parenting Payment (Single), after their youngest child turns 14, or 

• Special Benefit (Nominated Visa Holders). 

Participant (Voluntary) means a Participant who has volunteered to receive Services. This includes:

• those who are not in receipt of an Income Support Payment

• Income Support Payment recipients who do not have Mutual Obligation Requirements or compulsory participation requirements

• Income Support Payment recipients who have an Exemption from their Mutual Obligation Requirements or Compulsory Participation Requirements applied by Services Australia but have volunteered to receive Services 

• Participants (Mutual Obligation) who are Fully Meeting their Mutual Obligation Requirements but have volunteered to receive Services, and

• Ongoing Support (Work Assist) Participants.

Participation Plan means the individual plan which a DSP Recipient (Compulsory Requirements) has entered into with Services Australia, which has participation in employment services as a work-related activity.

Participant Sourced Voluntary Work means voluntary work that a Participant has identified and secured for themselves, including voluntary work that the Participant identifies and secure for themselves with a known Host Organisation.

Pattern of Disengagement means a pattern, as identified by a Provider, that shows a Participant has not been meaningfully engaging on more than one occasion.

Pattern of Renewed Engagement means a pattern, as identified by a Provider, that shows a Participant has been meaningfully engaging after having entered into a Detailed Job Plan.

Principal Carer Parent has the meaning given to ‘principal carer’ in the Deed.

Private House or Private Homes means places of residence where a person currently resides and the ‘grounds’ to which a private home is attached. This may include entry into an apartment, unit, house or boarding facility, or grounds (such as courtyards, gardens or balconies that are attached to the main dwelling and privately occupied).

Private Property means privately owned land or privately owned or occupied estate or house acreage. It may also encompass Private Homes.

Provider Sourced Voluntary Work means voluntary work that the Provider has identified and secured for a Participant, including Voluntary Work that the Provider itself arranges with a Host Organisation.

Re-engagement Appointment is a type of Appointment with the Provider for the purposes of Re‑engagement of a Participant (Mutual Obligation) following an incident (or incidents) of non-compliance with their Mutual Obligation Requirements.

Re-engagement Requirement has the meaning given to Reconnection Requirement in the Deed.

Relocation Assistance Agreement means a written agreement for the purposes of the Relocation Assistance in a form specified by the Department. In some cases, this may be referred to as a RATTUAJ Agreement.

Relocation Assistance to Take Up a Job or Relocation Assistance means a payment made by the Provider to or on behalf of a Participant for the purposes of preparing to move, moving and/or settling in a new location in order to participate in Employment.

Risk Assessment means a risk assessment undertaken for an Activity and/or a Participant undertaking an Activity.

Self-Employment Assistance or S-EA has the meaning given to Self-Employment Assistance Services in the Deed, being the Commonwealth program of that name, administered by the Department of Employment and Workplace Relations. 

Sensitive Information has the same meaning as in section 6 of the Privacy Act 1998 (Cth).

Skills for Education and Employment or SEE has the meaning given to Australian Government Skills for Education and Employment Program in the Deed, being the Commonwealth program of that name, administered by the Department of Employment and Workplace Relations.

SWS Assessment means an assessment to evaluate work productivity of a person with disability in response to an application under the Supported Wage System (SWS).

Third-Party Appointment means an appointment entered into the Participant’s Electronic Calendar that is not with the Inclusive Employment Australia Provider.

Transferred Participant means a Participant who transfers between Inclusive Employment Australia Providers during their Period of Service.

Unsubsidised Self-Employment means self-employment where a Participant does not receive a personal income subsidy of any kind.

Valid Reason means a valid reason for non-compliance with Mutual Obligation Requirements as specified in these Guidelines.

Voluntary Work means both Provider Sourced Volunteer Work placements and Participant Sourced Volunteer Work placements.

Volunteer Period means the period of time in which a Participant (Mutual Obligation) or DSP Recipient (Compulsory Requirements) is Suspended and chooses to voluntarily engage in Services.

Wage Subsidy Agreement means a written agreement for the purposes of the Wage Subsidy in a form specified by the Department.

Wage Subsidy Agreement Term means the 26-week period from the Job Placement Start Date.

Wage Subsidy Employer means an Employer who meets the eligibility requirements for a Wage Subsidy.

Wage Subsidy Participant means a Participant who meets the eligibility requirements for a Wage Subsidy.

Wage Subsidy Payment means a payment made to a Wage Subsidy Employer in accordance with a Wage Subsidy Agreement.

Wage Subsidy Placement means an Employment position that meets the eligibility requirements for a Wage Subsidy.

Warm Handovers are part of the transfer process between Inclusive Employment Australia Providers. They also are part of the requirements for a provider of the Parent Pathway service, to support a Participant who has Exited Parent Pathways and is Referred to the Inclusive Employment Australia. Warm Handovers occur at the Initial Interview, if the Participant has notified their previous Provider of the Appointment details.

WMS Assessment means an evaluation of the specific work-related requirements of a person with disability in response to a request for assistance under the Employment Assistance Fund (EAF).

Work Readiness means possessing the core skills and behaviours required by Employers, including teamwork skills, communication skills, and a positive attitude and work ethic, including motivation, reliability and a willingness to work.