Chapter 1. Eligibility and Referral

Supporting Documents for this Chapter:

• Referral to Workforce Australia Online Formsign-in required (sign-in required)

1.1. Chapter OverviewCopy citation · §1.1

This Chapter outlines who is eligible to receive Services from Workforce Australia Employment Services Providers (Providers), how Providers may receive Referrals, and other employment services that Participants may be eligible for and the associated Referral process. Providers must provide Participants with appropriate Services, taking into account their individual circumstances, to assist them to find employment and move off Income Support Payments.

The Eligibility Table identifies categories of Participants based on their individual circumstances and their eligibility for Services.

1.2. Referrals of Eligible ParticipantsCopy citation · §1.2

Participants are generally Referred to Services from Services Australia, from the Department’s IT Systems, from an Other Service or from Workforce Australia Online.

Some Participants may elect to voluntarily participate in Services and can Directly Register with a Provider. Refer to Direct Registration Chapter.

Providers can check an individual’s program eligibility by reviewing the Participant’s record on the Department’s IT Systems. The eligibility information can be found in the Servicing and Eligibility section of the Participant’s record.

Please note, the eligibility results in the Department’s IT Systems are a guide only. When the eligibility result shows a Participant is eligible for Workforce Australia Online, the Participant is also eligible for Workforce Australia Services.

(Deed Reference(s): Clauses 99 and 102)

1.2.1. Referrals from Workforce Australia OnlineCopy citation · §1.2.1

Participants can be Referred from the full level of services in Workforce Australia Online (Online Full Service) to a Provider for a range of reasons, including:

• where the Participant opts out of the Online Full Service for any reason,

• following a Capability Assessment or Capability Interview which identifies a Participant receiving the Online Full Service would be better supported by a Provider,

• where the Participant is returned to the Green Zone following a Capability Assessment, and

• where the Participant is no longer eligible for the Online Full Service (for example, the Participant has reached 12 months or more of assistance in the Online Full Service). In these circumstances, a Participant will not be eligible to return to the Online Full Service in the same Period of Unemployment.

Selecting a Provider

Participants will be able to choose their Provider¹ when they are Referred to Services. Where a Participant Referred to Services selects a Provider, they will be Referred to that Provider as long as:

• the Provider has not exceeded their Business Share, and

• the Provider has sessions in their Electronic Calendar available.

Where the Participant does not select a Provider for themselves, they will be allocated one based on a range of criteria including Provider Site location, Business Share and Provider Specialisation.

Participants who are randomly allocated to a Provider will still have the opportunity to transfer to a different Provider if they choose to do so (refer to Transfers).

1.2.2. Referrals from Workforce Australia Services to Online Full ServicesCopy citation · §1.2.2

Participants may be referred from a Provider to the Online Full Service, in certain circumstances, via the Department’s National Customer Service Line (NCSL). To request a Participant be referred to the Online Full Service, the Provider must send a completed Referral to Workforce Australia Online formsign-in required (sign-in required) to nationalcustomerserviceline@dewr.gov.au.

In considering whether a Participant should be referred to the Online Full Service, the NCSL will take a range of factors into account, including whether:

• the Provider has assessed the Participant is able to self-manage in the Online Full Service, including that they have appropriate access to technology,

• the Provider has determined the Participant would benefit from the Online Full Service,

• the Participant agrees to the referral, and

• the Participant has linked their myGov account with Workforce Australia.

Participants will not be referred to the Online Full Service if the Participant:

• has already participated in the Online Full Service in the same Period of Unemployment,

• has a High JSCI score,

• is not digitally capable,

• is in the Penalty Zone,

• has not registered for myGov and linked their Workforce Australia account,

• has a current Employment Services Assessment (ESAt) or Job Capacity Assessment recommending Workforce Australia Services (refer to the Job Seeker Assessments Chapter),

• has a Managed Service Plan or Serious Incident Report,

• has a draft or approved wage subsidy,

• has a Pre-Release Prisoner Flag,

• has no email or mobile phone number in the Department's IT Systems or,

• has an outstanding non-compliance event.

Providers must check in the Department's IT Systems that none of the above reasons apply before making a referral request.

If the NCSL approves a referral request, the Participant will be notified and the NCSL will action the referral request in the Department’s IT Systems.

If the NCSL does not approve the transfer, it will notify the Provider and the Participant.

If the Participant and/or the Provider is not satisfied with the outcome of a referral request, they can seek a review of the decision by contacting the NCSL in writing within 14 Business Days of the original decision. If a review has been requested, it will be undertaken by a departmental officer who was not involved in the original approval process.

If the outcome of the review is that the request for referral is approved, the NCSL will action the referral in the Department’s IT Systems and notify the parties.

If the outcome of the review is the request for referral is not approved, the parties will be notified, and the Provider must continue to provide Services to the Participant.

• Documentary evidence — The Provider must retain records of their assessment of the Participant’s suitability for online services.

1.2.3. Referrals from Workforce Australia Services to Transition to WorkCopy citation · §1.2.3

A Provider may Refer Participants to Transition to Work (TtW) if they meet eligibility requirements and would benefit from the Service.

The core eligibility requirements that apply to young people in TtW are:

• aged 15-24 years on Commencement in the service, and

• an Australian citizen, or

• the holder of a permanent visa, or a nominated Visa Holder (including a New Zealand Special Category Visa, Temporary Protection Visa Holder and a Safe Haven Visa Holder).

Eligibility for TtW services is broken into 2 groups. Along with the core eligibility, eligible Participants fall into one of the following groups: 

• Group One includes a young person who is: 

  • receiving an Activity Tested Income Support Payment [other than Youth Allowance (student)], and

  • assessed as being at higher risk of not successfully transitioning to employment, and 

  • not a ParentsNext Participant.

• Group Two includes a young person who is: 

  • not receiving an Activity Tested Income Support Payment, and 

  • not already in provider-delivered employment services, and 

  • not connected to education and/or employment for the specific period based on their level of education as specified in the Transition to Work Deed 2022-2027, or 

  • an Indigenous Australian, or 

  • a ParentsNext Participant who is participating in TtW. 

1.3. Eligibility TableCopy citation · §1.3

Table 1‑A identifies which Participants are eligible for provider-led Workforce Australia Services and Online Full Services. It does not consider eligibility for Other Services. Most fully eligible Participants will have their eligibility determined by their JSCI². In some cases, Participants are eligible for provider-led services regardless of their JSCI.

The sections below are not mutually exclusive, and sections of this table should be considered in combination according to Participants’ individual circumstances. For example, a Participant may be in receipt of JobSeeker Payment, be Mature-age (aged 55+) and be a Principal Carer Parent.

Participants not eligible for provider-led services or Online Full Services will be able to access the Online Base Service.