11. Payments to providers

Supporting Documents for this Chapter

Supporting Documentssign-in required (sign-in required)

• Manual claim provider advice

11.1 Chapter OverviewCopy citation · §11.1

This Chapter outlines Payments available to Providers and any actions required to claim each Payment.

The Chapter outlines:

• Employment Benchmarks

• Service Fees

• Progress Fees

• Outcome Fees

• Moderate Intellectual Disability (MID) Payment, and

• Ongoing Support Fees.

The Participant Investment Funding Model applies to Service Fees and Outcome Fees. Under the Participant Investment Funding Model, more funding is available to support Participants who have multiple or complex barriers to Employment as determined by factors such as:

• demographic characteristics

• disability type, as captured by the ESAt or JCA, and

• other relevant statistical data collected by the Australian Bureau of Statistics (ABS), Services Australia and DEWR.

The Department will periodically recalibrate the Participant Investment Funding Model, where appropriate, to reflect changes in the relative likelihoods of Employment on which Participants’ Funding Levels are based.

Providers will need to meet Documentary Evidence requirements for Payment claims. Providers will be required to supply Documentary Evidence at the time of making the relevant claim for a Payment through the Department’s IT Systems or within 10 Business Days of a request by the Department.

This Chapter should be read in conjunction with Part A Guidelines: Chapter 5: Record Management Instructionssign-in required (sign-in required).

Note: All Fees for Inclusive Employment Australia are specified in Annexure B – Fees and Outcomes of the Inclusive Employment Australia Deed and subject to indexation rate determinations.

11.2 Employment BenchmarksCopy citation · §11.2

Employment Benchmarks will be used to calculate eligibility for Full or Partial Outcome Fees and Progress Fees (voluntary work).

Participants will have an Employment Benchmark of 0, 8, 15, 23, or 30 hours per week.

A Participant’s Employment Benchmark is based on the start of their future work capacity with intervention bandwidth as assessed by an ESAt or JCA except as set out in the table below.

Participants with a future work capacity with intervention of 0-7 hours per week can receive support under Inclusive Employment Australia and with be assigned a Benchmark of 0 hours.

Employment Benchmarks

* Note: Individuals with an assessed work capacity of 30 hours or more per week are ineligible to Commence in Inclusive Employment Australia, but Participants who Commenced in DES prior to 1 July 2021 may have an Employment Benchmark of 30 hours.

11.3 Service FeesCopy citation · §11.3

A Provider may be eligible for Service Fees for a Participant while the Participant is receiving Pre-Employment Support. The Service Fees recognise delivery of quality person-centred case management that invests in building a Participant’s Work Readiness and supports them in finding sustainable Open Employment (see Chapter 6: Pre-Employment Support). Service Fees also contribute to any investments the Participant requires to improve their work readiness or vocational skills.

There are 5 Service Fee Funding Levels for those receiving the Intensive Service, as determined by the Participant Investment Funding Model. The higher Funding Levels recognise that greater investment will be required to support them to prepare for and find work.

The Flexible Service has a single flat fee, in line with the less intensive support needed.

Providers must deliver minimum Contacts to be eligible for Service Fees. As noted in Section 6.6 Participant Contact, the minimum Contacts a Provider must deliver to a Participant in Pre‑Employment Support are:

• for Participants in the Intensive Service – at least 6 Contacts each 3 months, and

• for Participants in the Flexible Service – at least 2 Contacts each 3 months.

(Deed Reference(s): Clause 114.1)

Evidence requirement — Providers do not need to provide Documentary Evidence to claim Service Fees, however, are required to retain sufficient Documentary Evidence that demonstrates that Services have been delivered to support each Service Fee claim.

Providers do not need to submit a claim for Payment. The Department’s IT Systems will automatically calculate and pay a Provider a Service Fee for each eligible Participant Commenced on the Provider’s Caseload.

Payments are made in arrears after 28 calendar days of Pre-Employment Support, starting from the Participant’s Commencement Date with the Provider.

The Service Fee period ends, and a pro-rata Service Fee is paid, when:

• the Participant moves from Pre-Employment Support into Post Placement Support

• the Participant’s Period of Registration is paused due to a Suspension, or

• the Participant’s Period of Registration ends because the Participant transfers to another Provider or the Participant Exits the Inclusive Employment Australia Program.

A new Service Fee period will start if a Participant returns to Pre-Employment Support, ends a period of Suspension, or resumes their Period of Service within 13 weeks of Exiting from the Program (refer to relevant Sections in Chapter 3: Commencements, Transfers, Suspensions and Exits).

The Service Fee Payment value will depend on the Participant’s Funding Level applicable for each day of the Service Fee period and whether the Participant was receiving the Intensive Service or Flexible Service.

System step — At each Payment date, the Department’s IT Systems will generate a Tax Invoice for each Commenced Participant and pay the calculated Service Fee Payment.

(Deed Reference(s): Clause 161, Annexure B1)

11.4 Progress FeesCopy citation · §11.4

A Progress Fee is a Payment available to a Provider for a demonstrable improvement in the Participant’s Work Readiness and progress towards Employment through the provision of Services.

(Deed Reference(s): Clause 162, Annexure B1)

11.4.1 Eligibility for Progress FeesCopy citation · §11.4.1

Progress Fees recognise that there are various steps individual Participants may take to move closer to sustainable Employment. There are 3 ways a Participant can demonstrate progress including through:

• Employment (for details, see Section 11.4.2 Progress Fees for Employment and paid work experience), with

  • achievement of 4-weeks of Employment, or

  • completion of paid work experience, including shorter jobs (that may be non-ongoing) and work in a social enterprise.

• Education or Training (for details, see Section 11.4.3 Progress Fees for Education and Training), with

  • attainment or participation in a Certificate III or higher qualification, or

  • attainment of a Certificate II, where the Participant does not already hold a Year 12 or equivalent qualification.

• Activities that address Vocational Barriers (for details, see Section 11.4.4 Progress Fees for Activities that address Vocational Barriers), with

  • participation in a Complementary or Specified Activity that builds Work Readiness, or

  • participation in approved Voluntary Work.

Services and phases in which Progress Fees may be claimed

A Progress Fee may be payable for Employment that commences while a Participant is in Pre‑Employment Support (Intensive or Flexible Service and Work Preparation or Job Search phases). The Progress Fee may be claimed during Pre-Employment Support if the Job Placement is not anchored, for example because it is a paid Work Trial or work experience placement.

A Progress Fee may be claimed during Post Placement Support if the Job Placement is ongoing and has been anchored (see Section 9.3.2 Anchoring a Job Placement).

A Progress Fee for Education and Training or Activities that address Vocational Barriers may be payable while a Participant is receiving Pre-Employment Support or Post-Placement Support.

No Progress Fees are payable in Ongoing Support.

Progress Fee availability to claim

Providers are eligible to claim up to 2 Progress Fees for a Participant for each 12 months (52 Consecutive Weeks) the Participant remains Registered with the Provider. If a Participant transfers and Commences with a new Provider, a new 12-month period will start.

System step — When a Participant transfers after completing the requirements for a Progress Fee (i.e. the completion of the Activity occurred while the Participant was on the Relinquishing Provider’s Caseload), the Relinquishing Provider must claim a Progress Fee Payment within 28 calendar days from the date of transfer.

Non-Payable Progress Fees

After 2 Progress Fees have been claimed in a 12-month period, no further claims can be made even where the Participant meets the eligibility for a Progress Fee. The date the requirements for a Progress Fee have been met determines which period the fee falls in.

Only 1 of the 2 Progress Fees can be claimed for Education and Training in a 12-month period.

Providers are not eligible to claim a Progress Fee for a Participant placed in:

• other government program (i.e. those funded by the Commonwealth, State or Territory Government and not listed as a Complementary or Specified Activity in these Guidelines)

• Non-Vocational Activities and Interventions

• Volunteer Work that is not with an eligible organisation as specified in these Guidelines

• a position in a social enterprise that is not registered with Social Traders Australia or People and Planet First

• Employment, Work Trials or paid work experience within the Provider’s Own Organisation or a Related Entity

• a position for which the type of work is inappropriate for the Participant based on their ESAt, or

• a Non-Payable Progress Placement as defined in Annexure A of the Deed.

Providers cannot claim multiple Progress Fees linked to the same job or course. For example, a Progress Fee that has been claimed for Voluntary Work, Observational Work Experience, or paid work experience cannot then be claimed again for 4-weeks Employment with the same Employer. Similarly, if a Progress Fee is claimed for a Participant completing 26 Consecutive Weeks of a Certificate III certification, a Progress Fee cannot be claimed when they attain the certification for the same course.

(Deed Reference(s): Clause 162, Annexure B1)

11.4.2 Progress Fees for Employment and paid work experienceCopy citation · §11.4.2

A Progress Fee based on Employment or paid work experience may be claimed for:

• achievement of 4 weeks Employment, with or without an Anchor Date set for an Employment Outcome.

To claim a Progress Fee based on Employment or paid work experience, Providers must:

• support the Participant to work for a minimum of 24 hours over a continuous 4-week period, and

• confirm the Participant is paid at the relevant Modern Award, National Minimum Wage or Enterprise Agreement rate in Open Employment.

The placement does not need to:

• be anchored, unless the Participant is in Post Placement Support

• meet the Participant’s Employment Benchmark, or

• be ongoing Employment (for example, it could be short term or seasonal work).

If the position is in a social enterprise, the social enterprise must be registered with Social Traders Australia or People and Planet First and must not be for work in Supported Employment Services. Positions paid under the Supported Wage System may be eligible for a Progress Fee.

The period for the Progress Fee can count towards a 12-week Employment Outcome.

System step — The Job Placement Vacancy ID must be recorded in the Progress Payment screen in the Department’s IT Systems.

Evidence requirement — Documentary Evidence, showing the Participant remained Employed or in Paid Work Experience for the entire 4-week period and worked the required 24 hours, must be in the form of:

• copies of payslips covering the entire 4-week period, or

• a signed and dated written statement or email from the Employer or Participant.

Note: Providers may ask Participants for payslips for the purposes of verifying Employment Outcomes, but Participants are under no obligation to provide this information. If a Participant does not want to supply payslips, Providers must not attempt to coerce or pressure the Participant. Providers must not threaten to, or apply, payment suspensions or Demerits under the Targeted Compliance Framework (TCF) to compel Participants to supply payslips or other evidence of Employment. Additionally, Providers must not contact an Employer directly to ask for evidence without the Participant’s permission or consent, and Providers must not visit a Participant’s Private Residence seeking payslips.

The Department will thoroughly investigate any claims of this nature and pursue action for a Breach of the Deed as appropriate.

11.4.3 Progress Fees for Education and TrainingCopy citation · §11.4.3

A Progress Fee based on accredited Education and Training may be claimed where:

• a Certificate II is attained, and the Participant does not already hold a Year 12 or equivalent qualification — noting the Certificate must be attained and not just participated in, or

• a Certificate III or higher qualification is either attained, or 26 Consecutive Weeks of the certification is completed.

System step — The Activity ID must be recorded in the Progress Payment screen in the Department’s IT Systems.

Evidence requirement — Documentary Evidence must be in the form of either:

• a copy of the qualification or statement issued by the Registered Training Organisation or Education institution showing the qualification achieved, the Participant’s name, and details of the Registered Training Organisation or Education institution, or

• confirmation from the Registered Training Organisation or Education institution that the course is full-time study as defined by the Registered Training Organisation or Education institution and that the Participant is still participating in the course 6 months after commencement. This may be in the form of correspondence from the Registered Training Organisation or Education institution, a certificate of attainment, an academic transcript or extract.

11.4.4 Progress Fees for Activities that address Vocational BarriersCopy citation · §11.4.4

A Provider may be able to claim a Progress Fee for a Participant’s participation in, or completion of, the following Activities:

• Voluntary Work — Provider or Participant Sourced

• Observational Work Experience (OWE)

• Adult Migrant English Program (AMEP)

• Skills for Education and Employment (SEE)

• Career Transition Assistance (CTA)

• Employability Skills Training (EST), or

• Self-Employment Assistance (S-EA):

  • Exploring Self-Employment Workshop, or

  • Small Business Training.

Voluntary Work

To be eligible to claim a Progress Fee for Voluntary Work, the Voluntary Work placement must:

• be with an Eligible Host Organisation, for Provider Sourced Voluntary Work (see Section 7.6.1 Provider Sourced Voluntary Work)

• meet the criteria for approved Voluntary Work, for Participant Sourced Voluntary Work (see Section 7.7.3 Participant Sourced Voluntary Work)

• be continuous for at least 4-weeks

• result in hours worked that are equivalent to or above the Participant’s Employment Benchmark over the 4-week period, and

• not be a Non-Payable Progress Placement.

System step — The Voluntary Work Activity ID must be recorded in the Progress Payment screen in the Department’s IT Systems.

Evidence requirement — Documentary Evidence must be in the form of written confirmation that the Participant participated in the Voluntary Work placement for the required 4-week period.

• Confirmation can be in the form of a signed and dated written statement or email from the Host Organisation / voluntary work organisation that includes:

• details uniquely identifying the specific placement (such as the Activity ID, or details of the Participant and agreed start and end dates for the Voluntary Work placement),

• hours volunteered, and

• the Host Organisation's business name and ABN.

Observational Work Experience

To be eligible to claim a Progress Fee for OWE, the Participant must have completed an OWE placement of at least 8 hours — noting the maximum is 25 hours over 4 weeks (see Section 7.6.2 Observational Work Experience).

System step — The OWE Activity ID must be recorded in the Progress Payment screen in the Department’s IT Systems.

Evidence requirement — Documentary Evidence must be in the form of written confirmation from the Host Organisation that the Participant participated in the OWE placement for the required duration.

• Confirmation can be in the form of a letter or email from the Host Organisation that includes:

• details uniquely identifying the specific participant placement (such as the Participant’s full name and their placement dates or the unique OWE Activity ID), and

• the Host Organisation's business name and ABN.

Skills for Education and Employment

Providers may claim a Progress Fee when the Participant achieves advancement in at least one level of a Core Skill in the Australian Core Skills Framework (i.e. learning, reading, writing, oral communication, numeracy and/or digital skills) as part of participating in the SEE program, or has participated in SEE for at least 26 Consecutive Weeks.

This applies to advancement in levels 1 through to 5 in the Australian Core Skills Framework and within Pre Levels A and B outlined in the Pre Level 1 supplement, which is available for download on the Department of Employment and Workplace Relations website.

Advancement to the next level in all indicators of an individual Core Skill must be demonstrated, noting that in some cases, the indicators may span more than one level.

System step — The SEE Program Activity ID must be recorded in the Progress Payment screen in the Department’s IT Systems.

Evidence requirement — The Documentary Evidence must be in the form of either:

• a statement from the SEE provider including the dates the Participant was participating in SEE or that they are continuing in SEE

• a statement from the SEE provider detailing the advancement(s) the Participant has achieved in terms of level(s), such as via email or as additional comments in the SEE/AMEP Capability Guide, or

• a copy of the Customised Training Plan completed by the SEE provider, indicating progress achieved.

Adult Migrant English Program

Providers may claim a Progress Fee when the Participation has a achieved a Statement of Attainment as part of participating in AMEP or following participation in AMEP for at least 26 Consecutive Weeks.

System step — The AMEP Activity ID must be recorded in the Progress Payment screen in the Department’s IT Systems.

Evidence requirement — Documentary Evidence must be in the form of either:

• a copy of the Statement of Attainment (Statements of Attainment are available with the Unique Student Identifier (USI) through the USI website or the Provider can contact the Register Training Organisation for documentation), or

• written confirmation from the AMEP provider acknowledging participation for at least 6 months. The confirmation can be in any format (e.g. email exchange) but must include the Participant's start date and end date, or the start date and acknowledgment that the Participant is still undertaking AMEP. An AMEP provider is not required to provide specific hours and/or days attended by the Participant.

Employability Skills Training (EST)

Providers may claim a Progress Fee when a Participant completes the EST course or achieves at least 60 hours of attendance over the EST course (either a training block 1 or 2).

Providers can determine, for an individual Participant, if completion of one or both Training Block 1 Course or/and Training Block 2 Course of EST may be sufficient depending on the Participant’s circumstances.

System step — The EST course Activity ID must be recorded in the Progress Payment screen in the Department’s IT Systems.

Career Transition Assistance

Providers may claim a Progress Fee when a Participant completes the CTA course or achieves at least 60 hours of attendance over the CTA course.

System step — The CTA course Activity ID must be recorded in the Progress Payment screen in the Department’s IT Systems.

Self-Employment Assistance

Providers may claim a Progress Fee in relation to S-EA Exploring Self-Employment Workshop or Small Business Training.

Evidence requirement — For both Self-Employment Workshop and Small Business Training, the Documentary Evidence must be in the form of either:

• a statement of attainment

• academic transcript, or

• completion certificate.

Exploring Self-Employment Workshop

The Participant must complete an Exploring Self-Employment Workshop, which is recorded by the S-EA provider in the Department’s IT System.

System step — The S-EA Workshop Activity ID for the completed Workshop must be recorded in the Progress Payment screen in the Department’s IT Systems.

Participation in Small Business Training

The Participant must enrol in and complete at least one of the accredited units of competency available through Small Business Training with a S-EA provider.

System step — The S-EA program Activity ID must be recorded in the Progress Payment screen in the Department’s IT Systems.

11.5 Outcome FeesCopy citation · §11.5

Outcome Fees reward Providers for achieving sustainable Employment for Participants and recognise the work Providers need to do to assist each Participant to find and maintain Employment.

There are 5 levels of Outcomes Fees, as determined by the Participant Investment Funding Model. The higher Funding Levels recognise that greater investment is likely to be required for some Participants to help them find and maintain Employment.

The Employment Outcome Fee amount will also depend on:

• the duration of the Employment Outcome (12, 26 or 52-weeks), and

• if a Full Outcome or a Partial Outcome is achieved.

See Chapter 9: Post Placement Support for further information about Job Placements and Employment Outcome conditions.

(Deed Reference(s): Clause 163, Annexure B1)

11.5.1 Claiming Employment Outcome FeesCopy citation · §11.5.1

An Employment Outcome is achieved if, for the entire Outcome Period, a Participant:

• remains Employed or in Unsubsidised Self-Employment, and

• meets a requirement for a Full Outcome or Partial Outcome.

Outcome Fees are available to claim on the Department’s IT Systems at the end of each Outcome Period (i.e. 12-week Period, 26-week Period and 52-week Period).

Outcomes

Before claiming Outcome Fees, Providers should ensure the following conditions have been met:

• The Participant has met Outcome requirements for hours worked or income earned over the Outcome Period, including any Permissible Breaks

• If a 26-week Outcome is being claimed, a 12-week Outcome has been paid in relation to the Participant for the 12 Consecutive Weeks following the same anchor date

• If a 52-week Outcome is being claimed, a 26-week Outcome has been paid in relation to the Participant for the 26 Consecutive Weeks immediately before the 52-week Outcome Period

• None of the conditions defined as a Non-Payable Outcome in the Deed apply to the Job Placement

• The Provider has obtained the Department’s written agreement that the Employment Placement can be used to an achieve an Outcome, if the Employment Placement was with the Provider’s Own Organisation or a Related Entity

• The Provider has completed the required processes within the Department’s IT systems to enable the Payment, and

• The Provider has collected and uploaded any required Documentary Evidence to support the claim for payment.

As noted above, Participants with an Employment Benchmark of 0 hours have similar requirements for Outcomes as those with an Employment Benchmark of 8 hours, but additional flexibility applies to achieving a Full Outcome. A Full Outcome for these Participants will be available for working at least 8 hours per week for:

• 9 of 12 weeks for a 12-week Employment Outcome

• 20 of 26 weeks for the 26-week Employment Outcome, and

• 20 of 26 weeks for the remaining 26 weeks of the 52-week Employment Outcome.

Outcomes can be achieved at different levels for the different Outcome Periods. For example, a Participant may achieve a Full Outcome at 12 and 26 Weeks, but a Partial Outcome at 52 Weeks.

For more detailed information, refer to the relevant Sections in Chapter 9: Post Placement Support, in particular Section 9.5.2 Outcome Periods, Section 9.5.3 Permissible Breaks and Voluntary Changes in Employment and Section 9.6.1 Changing Participant circumstances.

Providers must not attempt to harass, coerce or pressure the Participant into providing Documentary Evidence related to their Employment. Further information is provided in below on claiming Outcomes using Documentary Evidence.

Earnings-based Outcomes

A Full Outcome may be claimed when the Income earned by a Participant is enough to reduce the Participant’s Income Support Payments to zero. An earnings-based Outcome is claimed and verified by using Services Australia data in the Department’s IT Systems.

Partial Outcomes cannot be claimed based on earnings.

Hours-based Outcomes

The hours each Participant must work to achieve an hours-based Outcome is based on their individual Employment Benchmark (see Section 11.2 Employment Benchmarks). A Participant’s Employment Benchmark may change at any time during their Period of Service. Examples of when a Participant’s Employment Benchmark could change include:

• following a Change of Circumstances ESAt — which assesses the Participant with a different work capacity, or

• if the Participant changes Income Support Payment.

The following table outlines the hours Participants must work to achieve a Full or Partial Employment Outcome. Scenarios follow in relation to claiming Outcomes where the Employment Benchmark changes during the Outcome period.

Required hours to achieve Full and Partial hours-based Outcomes

* Participants with an Employment Benchmark of 0 hours can achieve a Full Outcome by working:

• the hours a Participant with an Employment Benchmark of 8 requires for a Full Outcome, or

• at least 8 hours per week in:

  • 9 of 12 weeks for a 12-week Employment Outcome

  • 20 of 26 weeks for the 26-week Employment Outcome, and

  • 20 of 26 weeks for the remaining 26 weeks of the 52-week Employment Outcome.

Decrease in Employment Benchmark during any Outcome Period

If the Provider anchors a Job Placement and the Employment Benchmark subsequently reduces, the Provider is eligible to claim an Outcome based on the lower Employment Benchmark.

Increase in Employment Benchmark during the 12-week or 26-week Outcome Period

If a Participant has already been anchored in a Job Placement and their Employment Benchmark increases within the 12-week or 26-week Outcome Period, the Provider can claim Outcome Fees:

• for both the 12-week Period and 26-week Period, based on the lower Employment Benchmark that applied at the Anchor Date, and

• for the 52-week Period, based on the Employment Benchmark at the start of the period (i.e. after 26-week Outcome).

Increase in the Employment Benchmark during the 52-week Outcome Period

If a Participant has already been anchored in a Job Placement and their Employment Benchmark increases within the 52-week Outcome Period (that is, after the 26-Week Outcome), the Provider can claim Outcome Fees based upon the Employment Benchmark that applied at the end of the 26-week Period.

11.5.2 Outcome Claiming MethodsCopy citation · §11.5.2

Providers may be able to claim Outcome Fees using:

• income and working hours declared to Services Australia, if the Participant is receiving an Income Support Payment, or

• Documentary Evidence collected by the Provider.

If a Participant is receiving an Income Support Payment, the Department’s IT Systems will track Employment Outcomes using the income and hours information that the Participant reports to Services Australia.

Providers can instead choose to claim outcomes using Documentary Evidence. This may be used for:

• claims where information is incomplete or not available for Participants; or

• claims where the Provider disagrees with the information in the Department’s IT Systems.

If a Participant is not receiving an Income Support Payment or has an Employment Benchmark of 0‑hours, the Outcome must be claimed using Documentary Evidence.

Claiming an Outcome based on information declared to Services Australia

The Department’s IT Systems will use earnings and/or hours worked information declared by the Participant to Services Australia to determine if an Outcome is payable. The Department’s IT Systems will automatically make Partial or Full Outcomes available if Outcome requirements have been met.

System step — If the Outcome requirements have been met, the Department’s IT Systems will present the Employment Outcome as available to be claimed by the Provider.

Evidence requirement — Providers do not need to hold Documentary Evidence for Employment Outcomes where the Department’s IT Systems are able to use Services Australia data to verify that an Employment Outcome is payable.

Participants report income and hours worked to Services Australia on set fortnightly periods.

When a Job Placement is anchored during a fortnight:

• for hours-based outcomes, the Department’s IT Systems will count a proportion of the hours worked for the outcome period equal to the proportion of that fortnight within the outcome period. When the outcome period ends during a fortnight, it will include a similar pro-rating of hours worked during that fortnight, and

• for earnings-based outcomes, the Participant must achieve a 100% reduction in their Income Support Payments for the entire outcome period, including fortnights that cross the start or end of the outcome period.

When a Permissible Break includes part of a Services Australia fortnightly reporting period, the Department’s IT Systems will calculate hours and earnings based outcomes using the same pro-rata calculation (see Section 9.5.3 Permissible Breaks and Voluntary Changes in Employment).

Earnings-based Outcomes

Earnings-based outcomes may be available through the Job Seeker Rate Reduction (JRRR) tool. The JRRR shows how much the Participant’s Income Support Payment was reduced in each fortnight because of income reported by the Participant. If the JRRR shows a 100% rate reduction in each fortnight of the outcome period, the Provider can claim a Full Outcome. There are no Partial Outcomes available for earnings-based outcomes.

Hours-based Outcomes

Hours-based outcomes may be available through the Job Seeker Employment Hours Result (JEHR) tool. The JEHR collects information about the Participant’s reported hours of employment. If the JEHR shows that the Participant worked the required number of hours during the outcome period required by the Participant’s Employment Benchmark, the Provider can claim a Full or Partial Outcome.

Note: If the Provider considers the Participant is not accurately declaring earnings and work hours to Services Australia, the Provider should ensure the Participant is aware of the importance of correct declarations. Accurate declarations help to ensure the Participant receives the correct amount of Income Support Payments and avoids payment delays, debts or penalties being incurred.

Claiming Outcomes using Documentary Evidence

The Provider may submit a claim for an Outcome using Documentary Evidence if the requirements of an Employment Outcome have been met.

System step — Providers must upload Documentary Evidence to the Department’s IT Systems to support a claim. Evidence uploaded must show that the Participant:

• was Employed or in Unsubsidised Self-Employment for the full Outcome period being claimed

• worked the hours required to complete a Full or Partial Employment Outcome, and

• received an hourly rate of payment (or earnings, if self-employed) of at least:

• the relevant Award or agreement wage for the position

• the National Minimum Wage (if there is no Award wage for the job), or

• the agreed Supported Wage System wage rate (if this applies).

Providers may ask Participants for payslips for the purposes of verifying Employment Outcomes; however, Participants are under no obligation to provide this information. If a Participant does not want to supply payslips, Providers must not attempt to coerce or pressure the Participant. Providers must not threaten to or apply payment suspensions or Demerits under the Targeted Compliance Framework (TCF) to compel Participants to supply payslips or other evidence of Employment. Additionally, Providers must not contact an Employer directly to ask for evidence without the Participant’s permission or consent. Providers must not visit a Participant’s Private Residence seeking payslips. The Department will thoroughly investigate any claims of this nature and pursue action for a Breach of the Deed as appropriate.

If the Outcome Fee relates to a Job Placement that was with the Provider’s Own Organisation or Related Entity, the Provider must also upload the Department’s written agreement that the Job Placement is eligible to achieve an Outcome.

Evidence requirement — Acceptable forms of evidence for paid Employment include:

• copies of payslips covering the entire Outcome Period of the claim

• signed and dated written statement or email from the Employer or Participant (see below), and

• file notes.

Evidence requirement — Provider file notes and statements or emails from Employers or Participants must include the following details:

• name of the Employer (can be the Participant, for self-employment)

• period covered by the statement

• hourly rate of payment during the statement period

• hours of paid Employment each week/fortnight of the Outcome period

• gross income each week/fortnight of the Outcome period

• full name, phone number and email of person making the statement, and

• date the statement was made.

Note: File notes will be accepted only if the Department is satisfied by evidence from the Provider that they made reasonable efforts to obtain payslips or a written statement / email but could not do so. Provider File Notes should include evidence of such efforts.

Claiming an Outcome for Participants in Unsubsidised Self-Employment

Where a Participant who is in Unsubsidised Self-Employment earns enough income to cause the Participant’s Basic Rate of Income Support to cease, and all other requirements of a Full Outcome are met, a Full Outcome Fee may be claimed.

Where an Outcome Fee is being claimed based on hours worked, the Participant must work the required number of hours relative to their Employment Benchmark, on average, throughout the 12-week Period, 26-week Period and 52-week period.

For example, a Participant with an Employment Benchmark of 15 hours may work 12 hours per week preparing goods for sale, and an additional 20 hours every month during market days. The Participant will meet their Employment Benchmark when these hours are averaged across the weeks of the Outcome Period.

A Participant in Unsubsidised Self-Employment may be in receipt of some Centrelink Income Support Payment during an Outcome period and still meet the requirements of an Outcome Fee based on self-employment, provided that all other requirements for the Fee have been met (for example, that the self-employment is not subsidised, and the Participant’s earnings are at a rate equivalent to the Minimum Wage).

A Participant undertaking Small Business Coaching through the Self-Employment Assistance program is undertaking Unsubsidised Self-Employment.

A Provider may also claim using Documentary Evidence of Unsubsidised Self-Employment provided by the Participant.

Evidence requirement — Acceptable forms of evidence for Unsubsidised Self-Employment include:

• sales Records (including receipts), contracts with clients or contracts of Employment

• statement relating to the Participant’s business from a Certified Practicing Accountant or Certified Accountant

• signed and dated written statement or email from an accountant and/or registered bookkeeper, and/or

• signed and dated written statement or email from the Participant (see below).

Evidence requirement — Provider file notes and statements, or emails from the Participant, must include:

• name of the Participant

• period covered by the statement

• hourly rate of payment during the statement period

• hours of Unsubsidised Self-Employment undertaken each week/fortnight

• gross income each week/fortnight of the Outcome period (excluding any Self-Employment Allowance received while the Participant is undertaking Self-Employment Assistance)

• full name, phone number and email of person making the statement, and

• date the statement was made.

If the evidence used is a statement from the Participant, the Provider must check the consistency of the statement with any other evidence that may be available for part of the Outcome period, such as a Profit and Loss Statement, Business Activity Statement or tax return statement.

Proof of business establishment alone is not sufficient evidence to support an Outcome Payment.

The records or statements provided must show the Participant has earned enough to record a profit — i.e. generating sufficient personal income (net of business expenses, including tax). These records or statements should also confirm whether the National Minimum Wage rate has been achieved when combined with evidence that the Participant has worked the required hours each week/fortnight to achieve sufficient hours (such as a record of the Participant’s appointments or diary entries).

Note: Providers do not need to hold Documentary Evidence if the Department’s IT Systems are able to use Services Australia data to verify that an Employment Outcome is payable.

Additional considerations for Transferred Participants

Where a Participant transfers while progressing towards an Outcome Fee, the Outcome Fee is only available to the Provider with whom the Participant is Commenced at the time the Outcome Fee becomes claimable. Employment Outcome Payments cannot be claimed on a pro-rata basis.

Additional considerations for Participants moving into Employment while participating in Complementary Services

An employment or training program administered by the Commonwealth (other than Inclusive Employment Australia), or provided by a State or Territory Government, is called a Complementary Service. Providers may access these programs to provide additional or alternative specialised assistance to a Participant.

If a Participant moves from a Complementary Service into Employment that satisfies the requirements for an Outcome and the service provided under the Complementary Service is the same or a similar service to Inclusive Employment Australia, the Provider may only claim an amount equal to the difference between:

• the Outcome Fee, plus any Moderate Intellectual Disability Payment, payable, and

• the fee, if any, payable to the relevant Complementary Services provider in relation to the same Employment related activity under any contract with the Commonwealth, or any State or Territory Government.

(Deed Reference: Clause 157.3)

11.5.3 Non-Payable OutcomesCopy citation · §11.5.3

There are some situations where achievement of Employment Outcomes does not attract Outcome Fees, even where the Participant works sufficient hours or earns sufficient income to meet the Employment Outcome requirements. These are referred to as Non-Payable Outcomes.

The following Employment types are examples of Non-Payable Outcomes:

• volunteer work, unpaid work experience or unpaid Work Trail

• non-ongoing paid work or paid Work Trial

• work under a program funded by the Australian Government, or a State or Territory Government, unless otherwise advised by the Department

• position generating income or earnings directly from gambling

• position generating income or earnings directly from commission, and

• position (or similar position) vacated within 14 Calendar Days by another Participant, for which the Provider claimed an Outcome Fee.

Pre-Existing Employment

Employment that a Participant is already undertaking when they Commence in Inclusive Employment Australia is not generally eligible for an Employment Outcome.

However, if a Participant increases their working hours to their Employment Benchmark or more, either through more hours in the Pre-Existing position or through the addition of a new Job Placement an Outcome will be payable based on the extra hours.

Recurring Employment

Outcome Fees are not payable in instances of Recurring Employment.

Employment or Unsubsidised Self-Employment that results in more than one Employment Outcome for a Participant with the same Employer is considered Recurring Employment. It does not apply to Employment or Unsubsidised Self-Employment that occurred prior to the Commencement in Inclusive Employment Australia.

Contrived Employment

Outcome Fees are not payable in instances of contrived Employment.

Contrived Employment is an arrangement whereby a Provider or another person creates an artificial work opportunity to maximise Payments or otherwise obtain a benefit. The Department will decide instances of contrived employment in its absolute discretion.

A position that is not in Open Employment

Placements must be in Open Employment positions to be eligible for Outcome payments. ‘Open’ or ‘mainstream’ employment settings refer to work settings where people with and without disability are employed.

Indicators that the Placement is in Open Employment include:

• the position is not in a segregated workplace setting

• the Employer, and any organisation where the Participant is placed by the Employer, is a commercial business or organisation, or if it is a social enterprise, is working on a commercial basis, and

• the position is available to the open labour market including people without disability or involves functions and conditions comparable to those of a similar role in a commercial business.

Indicators that the Placement is not in Open Employment include:

• the organisation is a Supported Employment Services provider

• the Employer and any organisation where the Participant is placed by the Employer is a social enterprise focussing on the employment of people with disability and is not working on a commercial basis

• the position involves functions or conditions that are not comparable to those for a similar role in a commercial business, and

• the position involves interaction mainly with other employees and non-employees in the physical work environment, who have disability or are in a work experience position.

A position where the conditions of employment do not meet legal requirements

Outcome fees are not payable for employment that contravenes Commonwealth, State or Territory legislation or provides terms and conditions of employment that are inconsistent with the relevant workplace relations legislation.

Providers should also ensure the Participant is aware of their rights and who to contact to enforce workplace laws.

Employment with the Provider’s Own Organisation or Related Entity

Generally, an Employment Outcome is not available for a Participant who is Employed within the Provider’s Own Organisation or a Related Entity.

Providers may seek approval from the Department to claim an Employment Outcome for a Participant Employed within the Provider’s Own Organisation or a Related Entity. The Department will consider such requests on a case-by-case basis. The Provider should indicate if:

• the Employment in the Own Organisation or Related Entity was offered on an ongoing basis

• the period of Employment does not continue an outcome period from an anchored job placement with a different Employer who is not the Provider’s Own Organisation or a Related Entity

• the Participant is provided with normal Post Placement Support and searching for alternative Employment is not an activity listed in the Participant’s Job Plan, and

• the Job Placement is not otherwise a Non-Payable Outcome.

The Provider may include any other additional information supporting their case to claim an Outcome.

Evidence of the Department’s approval should be uploaded as Documentary Evidence with the claim for payment of the Outcome.

11.6 Moderate Intellectual Disability PaymentCopy citation · §11.6

The Moderate Intellectual Disability (MID) Payment can be claimed when a Participant with moderate intellectual disability has worked an average of at least 15 hours per week over the Outcome Period and is not a Non-Payable Outcome. It is paid in addition to the associated Full Outcome Fee.

To be eligible for the MID Payment, the Participant must have either:

• have an assessed Intelligence Quotient (IQ) of 60 or less, or

• have been classified by a registered psychologist, using a recognised assessment tool, as having moderate intellectual disability.

Registering a Participant with Moderate Intellectual Disability

The Moderate Intellectual Disability flag must be added to the Participant’s Registration Record, once the eligibility of the Participant for MID Payment has been established with Documentary Evidence. This is generally done during the Referral or Direct Registration process.

System step — The Provider can apply flag the to the Participant’s record through the Registration screen in the Department’s IT System. The flag is applied by adding ‘Moderate Intellectual Disability’ special client type.

Providers are required to retain suitable Documentary Evidence to support their decision to apply the Moderate Intellectual Disability flag.

Evidence requirement — Providers must upload the evidence that the Participant has a moderate intellectual disability. Documentary Evidence of the person’s moderate intellectual disability can include:

• copy of an IQ assessment report clearly indicating the person’s IQ is 60 or less

• signed statement from a registered psychologist that the person’s IQ is 60 or less

• signed statement from an officer in Services Australia, an ESAt assessor, an education authority or a state or territory disability commission that they have evidence on file that the person’s IQ is 60 or less

• signed statement from a registered psychologist containing:

• a statement that the person falls within a moderate intellectual disability classification, based on a combination of IQ and other adaptive factors in a recognised assessment tool

• the name the assessment tool used (including version or revision number)

• the score or assessment relevant to the classification scale, and

• the assessment outcome, or

  • statement in a completed ESAt report that the assessor sighted a relevant assessment which indicates that the Participant has an IQ of 60 or less.

Claiming the MID Payment

A MID Payment will be automatically paid when a Provider:

• submits a claim for, and is paid, a 12-week Outcome, 26-week Outcome or 52-week Full Outcome for a Participant recorded in the systems as having a moderate intellectual disability, and

• the Participant has worked at least 15 hours per week, on average.

11.7 Ongoing Support FeesCopy citation · §11.7

Ongoing Support Fees are paid to Providers to deliver continuing, tailored support that to help a Participant remain in Employment as part of the Ongoing Support phase (see Chapter 10: Ongoing Support).

11.7.1 Eligibility for Ongoing Support FeesCopy citation · §11.7.1

The Participant must have a current Ongoing Support Assessment (OSA) in place or must be in the first 28 days of Ongoing Support, for the Provider to be eligible for Ongoing Support Fees. If the Provider does not submit the OSA Allocation by the OSA due date, then the Department’s IT Systems will pause Ongoing Support, and the Provider cannot complete an Instance or Contact of Ongoing Support until the OSA Allocation has been submitted.

Providers should not submit a Request Payment because an OSA Allocation has not been submitted by the OSA due date. Once the Provider has submitted the OSA Allocation, Payment will be triggered for the relevant Ongoing Support Fees as they become available.

11.7.2 Payment of Ongoing Support FeesCopy citation · §11.7.2

Ongoing Support Fees are payable for eligible Ongoing Support and Ongoing Support (Work Assist) Participants.

To be eligible for Ongoing Support Fees, Providers should ensure the following conditions have been met:

• The Participant has a current OSA in place or is in the first 28 days of Ongoing Support

• The Participant has met the 8 hours of work per week requirement (unless exempt), and

• Requirements as outlined in 10.6 Participant Contact have been met:

  • for Moderate or High Ongoing Support, the Provider has delivered the minimum Contacts – 6 per quarter for Moderate Ongoing Support and 12 per quarter for High Ongoing Support, or

  • for Flexible Ongoing Support the Provider has completed an Instance of Ongoing Support as required.

• The Provider has recorded all required information in the Department’s IT Systems, including moving a Participant to Ongoing Support, and completing details of the Ongoing Support Instances or Contacts delivered to a Participant.

Evidence requirement — Providers must retain Documentary Evidence to support their eligibility for Payment.

• Providers must collect evidence that the Participant:

• was employed for the Full Payment period, and

• worked at least 8 hours per week, on average.

  Note: Some participant types are exempt from the 8 hours per week requirement, as noted in Chapter 10: Ongoing Support, 10.7 When Ongoing Support can be provided.

  • Acceptable forms of evidence for paid Employment include:

• copies of payslips covering the entire Payment period

• signed and dated written statement or email from the Employer or Participant, including:

  • name of the Employer

  • period covered by the statement

  • statement about the hours of paid Employment during the Payment period

  • full name, phone number and email of the person making the statement, and

  • date the statement was made.

  • Providers must retain records of support provided to the Participant in the form of a file note or other evidence showing:

• Support provided to the Participant at each Instance or Contact, including evidence of delivery of Contacts

• Delivery of the required minimum number of Moderate or High Ongoing Support Contacts within the Ongoing Support Payment period

• Relevant changes to the Participant’s circumstances and support needs, and

• Any assistance that was purchased, including receipts and invoices.

Providers will be paid on completion of an Instance of Flexible Ongoing Support, and monthly (default) or quarterly in arrears for Moderate or High Ongoing Support.

Ongoing Support Fees will not be paid for Job Placements that meet any of the conditions defined as a Non-Payable Outcome, except for Recurring Employment (see Section 11.5.3 Non-Payable Outcomes).

If a Participant Period of Service ends during an Ongoing Support Payment period, the Provider will not receive any payment for Moderate or High Ongoing Support for that period, including as a pro-rata payment. Providers cannot record Instances of Flexible Support following the Participant’s Exit. Providers will not receive payment for an Instance of Flexible Support that has not met the conditions for the Flexible Ongoing Support Fee.

(Deed Reference(s): Clause 165)

Suspended Participants

Ongoing Support Fees are only payable for a Participant who is Suspended by Services Australia if the Participant is in an active Volunteer Period (i.e. has volunteered to continue to receive Services) and continues to meet the eligibility requirements for Ongoing Support, including the requirement to be Employed.

(Deed Reference(s): Clause 152)

First 28-days of Ongoing Support

Ongoing Support Fees are available for support delivered in the first 28 days and before the initial OSA is completed, even if the OSA recommends no Ongoing Support is required or a different Level of Ongoing Support is required.

Providers cannot receive Payment for any further support delivered after the first 28 days until the initial OSA has been completed. Once the initial OSA confirms the Participant’s Ongoing Support needs, the Provider can receive:

• Flexible Ongoing Support Fees as Instances are completed.

• Moderate or High Ongoing Support Fees when they fall due, with the second Ongoing Support Payment period commencing from:

  • the day after completion of the initial 28-day period, if the OSA has been completed, or

  • date the OSA is completed, if the OSA is not completed within the first 28 days.

(Deed Reference(s): Clause 125)

Flexible Ongoing Support Fees

Flexible Ongoing Support Fees are paid on a fee‐for‐service basis for each Instance of support over 4 hours delivered and completed in the Department’s IT Systems. An Instance can cover an accumulated number of smaller contacts, or a single Instance of more intensive support.

A maximum of 6 Instances of Flexible Ongoing Support can be paid for a Participant within a 26-week period. If further support is required, a Change of Circumstances OSA must be requested to determine if a different Level of Ongoing Support is required.

Flexible Ongoing Support Fees are paid automatically once an Instance of Support over 4 hours is completed in the Department’s IT Systems. Providers do not need to claim for Payment.

Note: For current Ongoing Support and Ongoing Support (Work Assist) Participants, Contacts for Flexible Ongoing Support can be completed in the Department’s IT Systems up to 28 days after they were delivered.

Note: If a Participant Exits Inclusive Employment Australia, all Instances of Flexible Ongoing Support must be completed in the Department’s IT Systems before the Participant is Exited.

(Deed Reference(s): Clause 114, 130, 165)

Moderate and High Ongoing Support Fees

Moderate and High Ongoing Support fees are paid monthly or quarterly in arrears.

The Provider is required to deliver the minimum number of Ongoing Support Contacts within the Payment period.

Moderate and High Ongoing Support Fees will be triggered for automatic Payment to a Provider who has completed in the Department’s IT Systems at least one Contact in each monthly Ongoing Support Payment period or at least 3 Contacts in each quarterly Ongoing Support Payment period. Providers do not need to claim for Payment.

Note: For current Ongoing Support and Ongoing Support (Work Assist) Participants, Contacts for Moderate or High Ongoing Support can be completed in the Department’s IT systems up to 28 days after they were delivered.

Note: If a Participant Exits Inclusive Employment Australia, all Contacts for Moderate or High Ongoing Support must be completed in the Department’s IT Systems before the Participant is Exited.

If a Provider receives a monthly or quarterly Ongoing Support Fee for a Participant but has not delivered the required minimum number of Contacts — 6 per quarter for Moderate Ongoing Support and 12 per quarter for High Ongoing Support — pro-rata recovery of Ongoing Support Fees may apply and will be considered on a case-by-case basis.

(Deed Reference(s): Clause 114, 165)

Monthly or quarterly Payment periods

Moderate or High Ongoing Support Fees will be paid monthly in arrears by default.

If a Provider wishes to be paid Moderate or High Ongoing Support Fees quarterly in arrears, the Provider may request a change to the payment schedule via email to the Department.

Note: The Ongoing Support Payment schedule is set at a contract level, so will apply across all Ongoing Support Participants on a Provider’s Caseload.

Changes in Level of Ongoing Support

Pro-rata Payments will be made if a Participant changes their Level of Ongoing Support during a Payment period.

Where a Participant was in both Moderate and High Ongoing Support during a Payment period, the Ongoing Support Fee will be based on the proportion of the period in each level of support.

Where a Participant was in Flexible Ongoing Support and at least one other Level of Ongoing Support during a Payment period, the Provider will be paid the Flexible Ongoing Support Fee for Instances of Flexible Support delivered, and a High or Moderate Ongoing Support Fee equal to the proportion of the period that the Participant was receiving Moderate or High Ongoing Support.

(Deed Reference(s): Clause 165)

Additional considerations for Transferred Participations

If a Flexible Ongoing Support Participant transfers to a new Provider:

• the Relinquishing Provider will receive a Flexible Ongoing Support Fee for each completed Instance of Flexible Ongoing Support delivered before the Transfer, and

• the Gaining Provider will receive a Flexible Ongoing Support Fee for each completed Instance of Flexible Ongoing Support delivered after the Transfer

Each Provider can be paid up to the maximum of 6 Instances allowed in a 26-week period.

If a Moderate or High Ongoing Support Participant transfers to a new Provider:

• the Relinquishing Provider will receive a pro-rata Payment for the proportion of the final Payment period that they supported the Participant, and

• the Participant commences a new Moderate or High Ongoing Support Payment period from the transfer date to the Gaining Provider.

(Deed Reference(s): Clause 165)