Chapter 11. Job Plan and Mutual Obligation Requirements

Supporting Documents for this Chapter:

• Job Plan template for Participants with Mutual Obligation Requirementssign-in required (sign-in required)

• Job Plan template for Voluntary Participants (eligible for Mobility Allowancesign-in required (sign-in required))

• Workforce Australia Job Plan codes and requirements, by Participant Typesign-in required (sign-in required)

• Labour market credits in Workforce Australia Provider fact sheetsign-in required (sign-in required)

• Points values for tasks and Activities in the PBAS Provider fact sheetsign-in required (sign-in required)

• Reporting tasks in PBAS Provider fact sheet

• Reporting Activities in PBAS Provider fact sheetsign-in required (sign-in required)

11.1. Chapter OverviewCopy citation · §11.1

This Chapter explains Providers’ requirements relating to Job Plans and Mutual Obligation Requirements, including meeting a Points Requirement through the Points Based Activation System (PBAS).

Participants generally have Mutual Obligation Requirements in return for receiving Income Support Payments from Services Australia.

A Participant’s Job Plan outlines their Mutual Obligation Requirements. Providers need to ensure that Participants with Mutual Obligation Requirements have a Job Plan in place at all times and that Participants understand their Mutual Obligation Requirements.

In a Participant’s Job Plan, meeting a Points Requirement, which includes a Points Target and Job Search Requirement, is one of the core Mutual Obligation Requirements for a Participant. The maximum Points Requirement to meet each month is 100 points and this can be reduced based on a Participant's personal circumstances and local labour market conditions. Under the PBAS, Participants have flexibility and choice as to how they meet their Points Requirement. Participants can undertake tasks and Activities, including any Job Search Requirement to gain points to meet their Points Requirement, each month.

11.2. What is a Job Plan?Copy citation · §11.2

A Participant's commitment to participate in employment services in return for receiving an Income Support Payment is agreed through a Job Plan.

For the purposes of Social Security Law, a Job Plan is called an ‘employment pathway plan’ for Participants receiving participation payments and a ‘participation plan’ for Disability Support Pension Recipients (Compulsory Participation Requirements). Refer to Job Plans for DSP recipients.

The Job Plan outlines what the Participant must do to participate in employment services, called their Mutual Obligation Requirements, which include:

• meeting a Points Requirement (including any Job Search Requirement) as displayed on their homepage, or as advised by their Provider, and reporting tasks and Activities through their homepage, or to their Provider

  • the homepage can be accessed by the Participant logging into their online account on the Workforce Australia website or app

• attending and acting appropriately during any compulsory Appointments (i.e., Appointments with their Provider or Appointments with third parties, of which the Participant is notified)

• following up on job referrals and opportunities the Participant is referred to by the Provider

• attending and acting appropriately during a job interview/s

• accepting any offer of a suitable job and not voluntarily leaving a suitable job

• taking responsibility to accurately record or report attendance at their requirements

• participating in a Mandatory Activity Requirement on the dates and times notified.

Providers must discuss the contents of the Job Plan with the Participant to ensure they understand what they are agreeing to do and the potential consequences of not agreeing to enter into the Job Plan or failing to meet their Mutual Obligation Requirements as outlined in the Job Plan.

Requirements that are not suitable for the person must not be approved. In determining requirements that are suitable, Providers must consider the person’s capacity to comply with requirements, the person’s needs and any other matters the Provider or person considers relevant.

Providers must also consider the employment pathway plan matters outlined in Social Security Law. These are: 

• the person's education, experience, skills and age; 

• the impact of any disability, illness, mental condition or physical condition of the person on the person's ability to work, to look for work or to participate in training activities; 

• the state of the labour market and the transport or other options available to the person in accessing that market; 

• the participation opportunities available to the person; 

• the family and caring responsibilities of the person; 

• the length of travel time required to comply with requirements in an employment pathway plan; 

• the financial costs (such as travel costs) of complying with requirements in an employment pathway plan, and the person's capacity to pay for such costs. 

(Deed Reference(s): Clause 106, 107, 108, 139, 141)

11.2.1. Explaining the Job Plan to the ParticipantCopy citation · §11.2.1

As part of the Initial Interview, the Provider must explain to the Participant:

• the purpose of the Job Plan

• their Mutual Obligation Requirements outlined in the Job Plan, including meeting a Points Requirement if they have one.

The Provider must ensure the Participant is aware of:

• the section entitled ‘Information You Need to Know’ in the Job Plan

• their rights and responsibilities under the Job Plan, including ‘think time’ to consider the Job Plan before agreeing to it

• particular circumstances that may result in adjustment to the Participant's Mutual Obligation Requirements, including the Points Requirement (as shown on their homepage or advised by the Provider), as detailed in these Guidelines and on the Department's website

• how to contact the Provider to give prior notice, or if unable to meet certain Mutual Obligation Requirements, and the consequences of not giving prior notice if the Participant is able to do so

• the consequences of failing to meet their Mutual Obligation Requirements as outlined in the Job Plan, including the Points Requirements

• their right to appeal decisions and where they can find assistance to do this

• how information is handled under privacy legislation and Social Security Law, and

• the Service Guarantee.

Explaining the Points Requirement

For Participants who have a Points Requirement, the Provider must ensure that the Participant understands that they must meet their Points Requirement which can be met through a variety of tasks and Activities using the PBAS.

• The Participant must meet a specified Points Target each month that is displayed on their homepage or as advised by their Provider, i.e., the number of points they must report to meet their Mutual Obligation Requirements

• The Participant must also complete a Job Search Requirement each month i.e. the number of Job Searches that they must report to meet their Mutual Obligation Requirements.

• If a Participant does not meet both their Points Target and Job Search requirement each month, they will not meet their Points Requirement

• The Participant must complete or attend tasks or Activities to earn points, for example 80 points of tasks and Activities and 20 points for 4 Job Searches to meet a Points Requirement of 100 points

• The Participant's Points Target will be tailored to recognise the Participant's personal circumstances and/or local labour market conditions

• The Participant’s Points Reporting Period ends on the same day each month, and this date is displayed on their homepage, or is advised by the Provider

• If the Participant does not report sufficient points to meet their Points Target and achieve their Job Search Requirement by the end of their Points Reporting Period, the Participant may be subject to compliance action under the Targeted Compliance Framework (TCF). Refer to the Targeted Compliance Framework and Mutual Obligations Failures Chapter for further information

• The Participant reports the completion of tasks and attendance at Activities on their homepage or to the Provider

• The Participant can contact the Provider if they are unable to report their participation or attendance at an Activity and the Provider will report on their behalf

• If the Participant cannot meet their Points Target or Job Search Requirement, or has a change in circumstances, they must immediately advise their Provider and their Provider can adjust their requirements.

Note: The “Points values for task and Activities in the Points Based Activation Systemsign-in required (sign-in required)” fact sheet is available to provide to Participants in the Initial Appointment to assist in identifying suitable tasks and Activities to support their employment journey. 

(Deed Reference(s): Clause 106, 107, 108, 109, 110, 138)

Interpreters, nominees and support persons

When a Participant requests, or if the Provider considers it appropriate, the Participant can bring a support person with them to review their Job Plan, including an interpreter.

Providers are required to use an interpreter to ensure that a Participant with language or hearing barriers understands their Mutual Obligation Requirements before they agree to the Job Plan.

Where a Participant has court appointed nominee arrangements in place due to an inability to manage their own affairs, for example with state and territory guardianship/financial management orders in place, the nominee should be involved in the agreement of the Job Plan to ensure appropriate requirements for the Participant.

The Provider may also need to work with a Humanitarian Settlement Program Case Manager, who may accompany some humanitarian entrant (refugee) Participants. A Humanitarian Settlement Program Case Manager can provide advice on appropriate Employment strategies and Activities suitable to the Participant.

Note: A Humanitarian Settlement Program Case Manager is not an interpreter.

A Participant in full-time residential or intensive drug and alcohol treatment or rehabilitation should have an authorised correspondence nominee. The nominee will receive all of the correspondence and notifications sent from the Provider to the Participant.

(Deed Reference(s): Clause 16)

11.3. Creating a Job PlanCopy citation · §11.3

Provider and Services Australia employees have been delegated certain powers under Social Security Law including the power to require a Participant to enter into a Job Plan and to approve or update it.

At the Initial Interview, a Provider must create a Job Plan with each Participant with Mutual Obligation Requirements, including new Participants who do not have a Job Plan and Participants that have transferred from other Providers or from Workforce Australia Online to a Provider.

The following requirements are pre-populated into the Job Plan and cannot be removed. All Participants with Mutual Obligation Requirements must agree to and understand that they must undertake these requirements.

The following requirement (PA03 – Personal responsibility) is pre-populated into the Job Plan; however, the Provider must remove it if it is not appropriate for a Participant, such as a lack of digital skills, no access to a computer and/or internet. If this requirement is kept in the Job Plan, the Participant must agree to and understand that they must undertake this requirement.

The following requirements can be added into the Job Plan by the Provider, when required.

Note: Under Workforce Australia Services, assistance codes are not included in a Participant’s Job Plan. Providers can connect a Participant’s identified barriers to the Points Based Requirement (PA09) item code and barriers can be addressed through participation in PBAS Activities.

(Deed Reference(s): Clause 106, 107, 108, 109, 110, 142, 143)

11.3.1. Determining if a Participant can accurately record and report their participation onlineCopy citation · §11.3.1

Participants should report their participation online, and manage their Mutual Obligation Requirements online, if they are able to do so.

In determining whether a Participant can self-manage their participation online, the Provider must consider whether a Participant is:

• capable of planning, managing, and reporting their Mutual Obligation Requirements, including if experiencing a short-term crisis

• able to use the online service themselves, or with appropriate support, by navigating to their homepage and reporting the tasks they have completed or reporting attendance at Activities.

This would include if the Participant has:

• connected their myGov profile to their Workforce Australia account or is willing to do so

• an ability to:

  • log on to the Workforce Australia website and/or app

  • view their homepage

  • report their own participation and tasks online to receive points during their Points Reporting Period.

• reliable access to technology such as a computer or smartphone and connection to the internet that would allow them to plan, undertake and record their participation

• an understanding of:

  • what they need to report and where they can find information on how to report points

  • what to do and who to contact if their circumstances may prevent them from meeting their Mutual Obligation Requirements in their Job Plan or monthly Points Requirement

  • the consequences of not reporting their Mutual Obligation Requirements by the notified date or not meeting their Points Target and Job Search Requirement by the end of their Points Reporting Period.

If a Participant is not capable of navigating and reporting online, the Provider must remove this requirement from their Job Plan and work with the Participant to improve their capability to accurately report and record their attendance and completion of requirements.

When the PA03 Personal responsibility requirement has been removed from the Job Plan, it is then the Provider’s responsibility to record the Participant’s participation against each of the Mutual Obligation Requirements scheduled in their Electronic Calendar by close of business on the day of the scheduled requirement. This includes reporting the completion of a task or attendance at an Activity.

Note: Where the PA03 Personal responsibility requirement has been removed from a Job Plan, Providers will receive reminder notifications via the Workforce Australia Online platform for Providers under “Site tasks” at 15 and 5 days prior to the end of a Participant's Points Reporting Period to follow up and to report their requirements on behalf of the Participant. For guidance on reporting PBAS points, see the KB0017339 - Employment - Systems Task Cards - PBAS – Reporting Points, Activities, Tasks and Job Search on Behalf of a Participantsign-in required (sign-in required).

Note: Participants without the PA03 Personal responsibility requirement in their Job Plan are still required to be available to assist their Provider in confirming and recording their attendance at compulsory requirements.

When the Participant is capable of accurately recording and reporting their own attendance at their requirements, the Provider should update the Job Plan to add this requirement back into the Job Plan.

If the PA03 Personal responsibility requirement is included in the Job Plan, Participants agree to self-report and must record and report their attendance at tasks and Activities. The Provider must also monitor the Participant's daily attendance at compulsory Appointments, job interviews or the Mandatory Activity in their Job Plan to ensure attendance results are recorded in Department's IT Systems by close of business on the day of the requirement. If Providers observe Participants with PA03 Personal responsibility requirements are not routinely recording their own attendance, Providers should review whether the Participant is capable of accurately recording and reporting their own attendance at their requirements.

If an attendance result has not been recorded by close of business on the day of a third party Appointment, job interview or a Mandatory Activity, the Participant's payment may be put on hold.

Note: Participants without the PA03 Personal responsibility requirement in their Job Plan are still required to be available to assist their Provider in confirming and recording their attendance at these compulsory requirements.

When the Participant is capable of accurately recording and reporting their own attendance at their requirements, the Provider should update the Job Plan to add this requirement back into the Job Plan.

For further information on reporting tasks and Activities for a Participant, see Meeting the Points Requirement.

• System step — For guidance on creating a Job Plan in the Department's IT Systems refer to the Department's training resourcessign-in required (sign-in required).

(Deed Reference(s): Clause 110, 140, 143)

11.4. Review and Agreement of the Job PlanCopy citation · §11.4

Once the Job Plan has been created in the Department’s IT Systems, the Provider must provide it to the Participant for their review and agreement.

Once the Job Plan is agreed and approved in the Department's IT Systems, the Participant is Commenced with the Provider. The Participant can agree to their Job Plan online, in person or over the phone.

The Provider is required to formally notify the Participant that they must agree to their Job Plan and advise them of the consequences of failing to do so. A script is available on the Department’s IT Systems for the Provider to read to the Participant and includes a compliance warning that is required to be given to Participants on potential consequences if they do not agree to the Job Plan within 2 Business Days.

The Participant can have up to 2 Business Days ‘think time’ to consider the requirements in the Job Plan and to agree to their Job Plan. Providers should tell the Participant that they can use this time to discuss the terms of the Job Plan with a third party if they wish.

Participants who do not enter into a Job Plan after 2 Business Days ‘think time’ will have 5 Business Days resolution time to address the failure by either agreeing to their Job Plan or providing a Valid Reason for the failure to avoid having their Income Support Payment suspended. If the Participant does not agree or provide a Valid Reason, their payment is suspended after resolution time.

For further information see the 'When a Participant commits a Mutual Obligation Failure' section of the Targeted Compliance Framework and Mutual Obligation Failures Chapter.

(Deed Reference(s): Clause 108)

11.4.1. Participants agreeing to the Job Plan onlineCopy citation · §11.4.1

If a Participant has a Workforce Australia Online account, Providers can send a Job Plan to the Participant to review and agree to online through the Workforce Australia website or mobile app.

The Provider should inform the Participant that the Job Plan has been sent to their homepage for agreement. The 2 Business Days of ‘think time’ will commence at this point.

If a Participant has not agreed to their Job Plan by the end of those 2 Business Days, they will be notified that their payment will be suspended in 5 Business Days if they do not agree to their Job Plan.

When the Participant agrees to the Job Plan, the Job Plan status will automatically be set to ‘approved’ in the Department’s IT Systems.

If a Participant cannot agree to a Job Plan online because they live in an area with unreliable connectivity or other similar reasons, the Provider needs to inform the Participant that they are required to agree to the Job Plan in person or over the phone.

(Deed Reference(s): Clause 108)

11.4.2. Participants agreeing to the Job Plan in person or over the phoneCopy citation · §11.4.2

Job Plans can be agreed to by the Participant in person or over the phone when in contact with the Provider, including where the Participant does not have an online account.

The Provider is able to finalise and approve the Job Plan in the Department’s IT Systems by confirming the Participant has read, understood and agreed to the Job Plan and the date the Job Plan was agreed.

Where approving in person, the Provider may print out a hard copy of the Job Plan for the Participant to read. Where approving over the phone, the Provider must read out the Job Plan requirements to the Participant.

The Provider must also always read out the notification scripts available in the Department's IT Systems.

These scripts include a compliance warning advising the Participant of the consequences of not agreeing to the Job Plan within 2 Business Days.

If a Participant accepts ‘think time’, Providers need to arrange and book a Provider Appointment for the Participant to occur in 2 Business Days so that the Participant can agree the Job Plan over the phone or in-person.

Once the Job Plan has been agreed and approved in the Department’s IT Systems, the Participant will be able to access it from their homepage.

• System step — For guidance on sending a Job Plan to a Participant through the Department's IT Systems and for approving a Job Plan in the Department's IT Systems see the Knowledge Base Article KB0017291 Job Plan - Creating, updating or withdrawing a Job Plansign-in required (sign-in required), or refer to the Department's training resourcessign-in required (sign-in required).

11.5. Updating a Job PlanCopy citation · §11.5

A Job Plan must be reviewed and updated when the Participant:

• has a change in circumstances

• is required to undertake Work for the Dole as their Mandatory Activity Requirement and the Job Plan code PA15 – Mandatory Activity is added to the Job Plan and updated again when the Activity has been completed and it needs to be removed from the Job Plan

• requires PA03 – Personal responsibility to be added to or removed from their Job Plan to reflect the Participant’s capability to self-manage their reporting

• has a Capability Interview or Capability Assessment where it is identified that there are errors in compulsory requirements, or the Participant is not capable of meeting their requirements based on their circumstances

• moves between Workforce Australia Online and Workforce Australia Services or changes Providers in Workforce Australia Services.

Note: Where a Participant that is Fully Meeting their Mutual Obligation Requirements has a Job Plan with Services Australia, the Provider should not negotiate a new Job Plan. Refer to the Participants who are Fully Meeting their Mutual Obligation Requirements section for details.

Every time the Job Plan is updated, Providers need to discuss the requirements with the Participant to ensure that they understand the changes that have been made.

The Participant must agree to the updated Job Plan either online, in person or over the phone and the Participant can have up to 2 Business Days ‘think time’ to consider the updated Job Plan.

If a Participant accepts ‘think time’, Providers need to arrange and book a Provider Appointment for the Participant to occur in 2 Business Days so that the Participant can agree the Job Plan over the phone or in-person.

Note: A Job Plan can only be updated if there is no compliance outstanding. If compliance action is outstanding, the Department’s IT Systems will not permit the Job Plan to be updated and the Provider will be redirected to the compliance screen in the Department’s IT Systems to resolve the non-compliance first.

• System step — For guidance on updating a Job Plan in the Department's IT Systems see the Knowledge Base Article KB0017291 Job Plan – Creating, updating or withdrawing a Job Plansign-in required (sign-in required) task card, or refer to the Department's training resourcessign-in required (sign-in required).

(Deed Reference(s): Clause 106, 107, 109, 143)

11.6. Arrangements for Participants (Voluntary)Copy citation · §11.6

Participants (Voluntary), including those who have been Directly Registered, are generally not required to enter into a Job Plan and do not have Mutual Obligation Requirements under Social Security Law. They do not use the PBAS and are not subject to the TCF. These participants will generally choose to undertake Activities, with the assistance of their Provider, in order to increase their capacity and opportunity to participate in and gain paid work.

In accordance with the Deed and these Guidelines, after Commencing the Participant (Voluntary), the Provider must discuss and determine suitable Activities that the Participant (Voluntary) will participate in during their Volunteer Period, or while otherwise commenced as a Participant (Voluntary).

• System step — The Provider must record in the Electronic Calendar on behalf of the Participant relevant details of those Activities, including Activity placement details and the Participant’s subsequent attendance and completion of those Activities.

• System step — The Provider should record in the Department’s IT Systems details of other assistance provided to the Participant (Voluntary), including matching them to suitable Vacancies and providing them assistance with applying for suitable jobs.

Where a Participant (Voluntary) advises the Provider that they are claiming or receiving (the higher or standard rate of) mobility allowance, the Provider must negotiate and approve with the Participant a voluntary Job Plan containing a suitable voluntary Activity. This plan is a voluntary agreement and is not a Job Plan as defined under Social Security Law.

Inclusion of the JS06 - ‘Job Search with a Disability – Non-Activity Tested’ (Voluntary) Activity in an approved voluntary Job Plan will enable payment of the higher rate of allowance. Under JS06, the Participant (Voluntary) agrees to look for work of more than 15 hours per week, at or above the relevant minimum wage.

Inclusion of the Activity JS04 - Job Search Contacts (Voluntary) will enable payment of the standard rate of allowance. Under JS04, the Participant (Voluntary) agrees to contact a certain number of Employers each fortnight. The Provider should enter a number greater than one that is agreed by the Participant and reflects the Participant's circumstances.

The Provider should support a Participant (Voluntary) who is claiming or receiving mobility allowance to look for work as appropriate by monitoring the relevant Job Search Activity.

• System step — The Provider must manage and record in the Electronic Calendar the voluntary Activity participation of those claiming or receiving mobility allowance as for other Participants (Voluntary), as specified in the Deed and Guidelines.

(Deed Reference(s): Clause 116)

11.7. Mutual Obligation RequirementsCopy citation · §11.7

A Participant’s Mutual Obligation Requirements must reflect their individual circumstances, be able to be met by the Participant, and are affected by factors such as a Participant's education, experience, skills and age, health, assessed work capacity, if they have primary responsibility for the care of a child, the financial costs (such as travel costs) of complying with the requirements in an employment pathway plan, and the person's capacity to pay for such costs, and any other personal circumstances that may impact their ability to meet their requirements or participate in Services. Participants must meet both their Points Target and Job Search Requirement to meet their monthly Reporting Period requirement. If a Participant fails to meet one of these requirements, they will not meet their Points Requirement for that Reporting Period.

A Participant’s Mutual Obligation Requirements must be tailored to the Participant which could include:

• adjusting the Participant’s Points Target and Job Search Requirement

• scheduling Appointments or Activities to better suit the Participant

• tailoring Appointment arrangements such as holding Appointments by telephone or video call.

The maximum Points Requirement a Participant is required to meet each month is 100 points which generally includes 4 job searches equal to 20 points. If there are no adjustments to the Points Target or Job Search Requirement due to the Participant's personal circumstances and labour market conditions, the default target is set in the Department's IT Systems at 100 points (including 4 job searches) each Reporting Period.

(Deed Reference(s): Clause 105, 139)

11.7.1. Participants exempt from Mutual Obligation RequirementsCopy citation · §11.7.1

If a Participant is temporarily unable to meet their Mutual Obligation Requirements, Services Australia may grant an Exemption for a specified period. This recognises the family and personal circumstances that Participants sometimes face.

The types of Exemptions that may be applied include, but are not limited to, the following situations:

• temporary medical incapacity

• pre and postnatal

• caring for children with a disability or other special family circumstances

• domestic violence

• newly arrived refugee within the first 13 weeks of entry to Australia

• other special family circumstances including if a:

  • Principal Carer Parent is a registered and active foster carer or providing foster care temporarily in an emergency, or on a respite, basis

  • parent is home schooling or facilitating distance education for one or more of the children or secondary pupil children for whom they are the principal carer or main supporter

  • Principal Carer Parent is caring for a family of 4 or more children aged 18 years or under

  • Principal Carer is a relative but not a parent of a child and the child is living with the Principal Carer in accordance with a family law order, or

  • Principal Carer is a relative but not a parent of a child (kin child) and the Principal Carer is caring for the wellbeing of that kin child in accordance with a document accepted by the state/territory that is responsible for the wellbeing of children.

• other special circumstances, including:

  • major personal disruption to the Participant’s home

  • major personal crisis (including homelessness)

  • affected by declared natural disaster (for example, bushfires, flooding, or cyclone)

  • volunteering during a state or national emergency

  • temporary caring responsibilities

  • undertaking jury duty

  • community service order for more than 20 hours per week

  • attending a Defence Force Reserves training camp overseas

  • being a newly protected witness or a newly arrived refugee (after the first 13 weeks but within their first 12 months on income support), or

  • undertaking Indigenous cultural business.

If a Provider believes that the Participant does not have the capacity to meet their Mutual Obligation Requirements, the Participant must be advised to contact Services Australia to test their eligibility for an Exemption, on their normal payment phone line. If a Participant has applied for an Exemption and Services Australia is assessing that application, a Provider can reduce the Points Target and Job Search Requirement to zero while waiting for the Exemption to be granted.

From 1 January 2025 Services Australia can grant temporary incapacity Exemptions for up to two years based on the medical practitioner’s advice on the medical certificate. For further information see 'Getting a medical certificate' on Services Australia website.

Participants who are granted an Exemption will be Suspended from a Provider’s caseload for the duration of the Exemption period. However, these Participants may voluntarily choose to continue engaging in employment services as a Participant (Voluntary). If a suspended Participant opts to participate voluntarily, the Provider is required to deliver the appropriate services. For guidance on how to record a volunteer period, refer to KB0017166 - Employment Systems Task Cards - Workforce Australia - Activities - Adding a volunteer period for a participantsign-in required (sign-in required).

Some Participants with longer-term Exemptions may be Exited from a Provider’s caseload. Refer to When are Participants Exited? for further information on Exits.

Note: Some Participants considering an application for a Disability Support Pension may need to demonstrate that they have actively participated in a program of support to be eligible for the Disability Support Pension. Providers should advise these Participants that periods of Exemption will not count as participation in a program of support.

Note: Where an Exemption is applied for part of a Points Reporting Period, the Participant’s Points Target will be pro-rated and an automatic reduction will be applied in the Department’s IT Systems to reduce the Points Target and the Job Search Requirement. Providers can make further adjustments to the Points Target and the Job Search Requirement at any time during a period, or until the Exemption is granted. Similarly, if the Exemption is denied, Providers can still make manual adjustments to tailor the Points Target and Job Search Requirement to the circumstances of the Participant.

Note: Exemptions available for a Disability Support Pension Recipient (Compulsory Participation Requirements) may differ from exemptions for a Participant (Mutual Obligations). Further information on the exemptions available to a Disability Support Pension Recipient (Compulsory Participation Requirements) can be found at 3.6.1.120 Participation requirement exemptions for DSP recipients | Social Security Guide.

Participants subject to family and domestic violence

If a Participant discloses family and domestic violence, or a Provider has concerns that a Participant is experiencing, at risk or a survivor of family and domestic violence, Providers must discuss support options and services available to them and offer referrals. This includes support provided by a Services Australia social worker and national or state-based organisations that offer advice and information about family and domestic violence.

Participants must consent to a referral to a Services Australia social worker or other services. If a Participant does not consent to a referral, Providers must provide them with contact information to support options and services to enable the Participant to contact services directly. If providing written information, Providers must ensure with the Participant that it is safe to do so. If Providers have concerns for a Participant's safety, or the safety of their children, and the Participant declines support, these concerns must be escalated with supervisors.

Providers must also consider whether concerns for the safety of children require reporting in line with state and territory requirements, and should refer to the Commonwealth Child Safety Framework section in the Part A Guidelines: Operational Requirements Chaptersign-in required (sign-in required) for more information, links and resources.

Providers notified of family and domestic violence as the reason for a Participant not meeting their Mutual Obligation Requirements must consider this in their assessment of whether or not the Participant had a Valid Reason.

If a Participant applies to Services Australia for an Exemption because they are subject to, or a survivor of family and domestic violence, Services Australia will assess whether an Exemption is granted and the appropriate length of the Exemption from their Mutual Obligation Requirements.

If a Participant has applied for an Exemption and Services Australia is assessing that application a Provider can reduce the Points Target and Job Search Requirement while the Exemption is being assessed.

Newly arrived refugees

Newly arrived refugees who volunteer to participate in provider-led services within their first 12 months on income support, should not have a Points Target or Job Search Requirements as they are not compellable. Newly arrived refugees are usually managed by Services Australia however they can be referred as a volunteer to participate in services offered by the Provider.

11.7.2. Participants who are Fully Meeting their Mutual Obligation RequirementsCopy citation · §11.7.2

Some Participants are considered Fully Meeting their Mutual Obligation Requirements through sufficient participation in certain activities such as paid work, approved study, Voluntary Work or a combination of these.

Participants who are Fully Meeting their Mutual Obligation Requirements through an approved activity:

• will be suspended on their Provider’s caseload,

• are not required to undertake any job search or participate in any additional activities,

• can elect to participate voluntarily with their Provider, and

• will be Exited, if participation in the approved activity will continue for 13 weeks or more (unless they elect to participate voluntarily with their employment services provider).

If the Participant has confirmed their engagement in an approved Fully Meeting activity but have not yet commenced, they will still have to participate in their Mutual Obligations Requirements (such as Job Search and attending Provider appointments if applicable) until they commence the Fully Meeting activity.

Providers should discuss the activities a Participant is doing and where a Participant is Fully Meeting through participation in certain approved activities or combination of activities, a Provider is expected to record the Participant as Fully Meeting their Mutual Obligation Requirements in the Department’s IT Systems. See KB0017243 - Employment Systems Task Cards - Workforce Australia - Activities - Recording Participants as Fully Meeting Mutual Obligationssign-in required (sign-in required).

Services Australia can record a Participant as Fully Meeting their Requirements in most circumstances. This does not apply where the Participant is studying. Study in short term approved Education or training course(s) must be assessed by a Provider to Fully Meet Requirements.

Providers should only refer a Participant to Services Australia for assessment of Fully Meeting Requirements in limited circumstances. This includes situations where the Participant is undertaking paid work in the form of self-employment, or where the Participant is an early school leaver undertaking paid work as their sole activity, or where there is a system limitation.

Once either the Provider or Services Australia confirms the Participant is Fully Meeting their requirements and this activity is recorded in the Department's IT Systems, the Participant will be suspended on the Provider's Caseload and become Centrelink Managed.

If the Participant is expected to continue Fully Meeting their Requirements for 13 weeks or more they will receive a notification advising they will be exited from employment services in two weeks.

If the Participant wishes to remain with their employment service provider voluntarily, they may contact the Provider to request continued support. The Provider must then add a volunteer period to the Participant's record. For instructions on adding a volunteer period refer to KB0017166 Workforce Australia – Caseload – Adding a volunteer period for a participantsign-in required (sign-in required).

Note: If a Participant that is Fully Meeting their Mutual Obligation Requirements has a Job Plan with Services Australia, the Provider should not negotiate a new Job Plan. The Job Plan with Services Australia remains valid while the Participant continues Fully Meeting their Mutual Obligation Requirements. If the Job Plan with Services Australia expires and the Participant is still undertaking the Activity, they should be referred to Services Australia for the Job Plan to be updated.

A Participant Fully Meeting their Mutual Obligation Requirements may elect to participate voluntarily in Services as a Participant (Voluntary) while they are Suspended or Exited. See the Commencements, Transfers, Suspensions and Exits Chapter for more information on Participants voluntarily participating in Services.

If a Participant ceases Fully Meeting their Mutual Obligation Requirements, the Provider must resume delivery of Services. This would include engaging with the Participant to ensure they understand their Mutual Obligation Requirements and discuss appropriate tasks and Activities that the Participant can undertake to meet their Points Requirement.

Note: If a Participant is undertaking intensive drug and alcohol treatment or rehabilitation (such as full-time residential program) they are considered as meeting their Mutual Obligation Requirements and are not required to complete additional requirements (see Participants who are meeting their Points Requirement and Tailoring a Participant’s Mutual Obligation Requirements).

For further information on the different cohorts of Participants and when they are Fully Meeting their Mutual Obligation Requirements see Attachment 11A.

Voluntary Work Approval Process for Fully Meeting requirements

Under current policy only Provider Sourced Voluntary Work and voluntary work approved by Services Australia can contribute to a participant Fully Meeting their requirements. Participant Sourced Voluntary Work is not an eligible activity type for this purpose – unless it is approved (see below). Participant Sourced Voluntary Work should also not be created as an activity in the Department's IT Systems and is reported by Participants directly through their PBAS Reporting processes.

Both Employment Services Providers and Services Australia can approve voluntary work for Participants for the purpose of Fully Meeting their requirements.

If a person undertaking Participant Sourced Voluntary Work is eligible to use voluntary work participation to Fully Meet their requirements, then the Provider has the following options:

• Assist the Participant in accessing the Voluntary Work approval form on the Services Australia website for the Participant and voluntary work organisation to complete and submit the form to seek approval from Services Australia for the Voluntary Work placement, or

• Determine if the placement would be suitable as a Provider Sourced Voluntary Work and undertake the relevant steps to create Provider Sourced Voluntary Work placement (where the Provider deems this an appropriate activity for the Participant). See the Voluntary Work Chapter for more information on Provider Sourced Voluntary Work.

• Review the Participant Sourced Voluntary Work and determine whether it is suitable to meet the requirements outlined in the Guideline to Fully Meet their requirements. If so, the Provider should work with the Participant to assist them in Fully Meeting their requirements by creating a Provider Sourced Voluntary Work placement. See the Voluntary Work Chapter for more information on Provider Sourced Voluntary Work.

Note: When creating a Provider Sourced Voluntary Work placement for a Participant who will be Fully Meeting their requirements through voluntary work or a combination of activities that includes voluntary work, the Provider must ensure the duration of the placement in the Department’s IT Systems does not exceed 364 days.

(Deed Reference(s): Clause 115, 116, 117)

11.7.3. Participants who are meeting their Points RequirementCopy citation · §11.7.3

Some Participants can meet their Points Requirement in the PBAS for the relevant Points Reporting Period through sufficient participation in certain tasks and Activities. These Participants remain on the Provider's caseload and continue to be serviced by the Provider while undertaking the tasks or Activities. They will also be required to undertake other Mutual Obligation Requirements outlined in their Job Plan.

Participants undertaking the following Activities will meet their Points Requirement if they undertake the Activity for their entire Points Reporting Period (4-week period).

• Local Jobs Program (high intensity level)

• Launch into Work

• Skills for Education and Employment

• Adult Migrant English Program (over 15 hours per week)

• Workforce Specialist Projects (high intensity level)

• Self-Employment Assistance Small Business training (up to 8 weeks – see note below)

Note: A Participant's Job Search Requirement will be automatically reduced to zero for the entire Points Reporting Period when the Participant reports their first attendance or weekly participation at one of these Activities in the Points Reporting Period.

Note: If a Participant stops undertaking one of these Activities during their Points Reporting Period they will earn points for the weeks attended but may not meet their Points Requirement for the entire Points Reporting Period. Providers are required to review the Participant’s circumstances and consider supporting them in alternative activities to meet their Points Requirement or reduce their Points Requirement for the reporting period.

Note: Participants undertaking Self-Employment Assistance Small Business training are considered to be meeting their Mutual Obligation Requirements for a period of up to 8 weeks while they are undertaking this Activity. These Participants are therefore not required to undertake any additional Activities, such as attending Provider Appointments.

Other Activities that can meet a Participant's Points Requirement include:

• Participants undertaking, for more than 15 hours per week, an eligible Education and training short course that will improve their employment prospects – refer to the Education and Training Chapter for further guidance on determining approved courses

• Early School Leavers undertaking Education and training, or a combination of Education and training and part-time work, for the required hours per week (25 hours; or 15 hours for Principal Carer Parents or those with a Partial Capacity to Work of 15-29 hours per week)

• Participants undertaking full-time residential or intensive drug and alcohol treatment or rehabilitation

• Participants undertaking a Defence Force Reserves training camp (or 15 hours per week of Reserve service for a Principal Carer Parent)

• Participants who relocate for a job with relocation assistance through the Employment Fund.

Participants who:

• undertake full-time residential or intensive drug and alcohol treatment or rehabilitation, or

• undertake a Defence Force Reserves training camp, or

• relocate for a job,

are considered to be meeting their Points Requirement for the relevant Points Reporting Period regardless of the duration of the Activity. They do not have to be undertaking the Activity for the entire Points Reporting Period (4-week period).

Note: If participation in one of these Activities falls over two (or more) Points Reporting Periods, the Participant will meet their Points Requirement for each of those Points Reporting Periods.

• System step — Providers must reduce the Job Search Requirement to zero in the Department's IT Systems for Participants who are meeting their Points Requirement through participation in the following Activities:

• System step — Early School Leavers undertaking Education and training, or a combination of Education and training and part-time work, for the required hours per week (25 hours; or 15 hours for Principal Carer Parents or those with a Partial Capacity to Work of 15-29 hours per week)

• System step — These Participants will meet their Points Requirement through participation, but a manual adjustment to reduce the Job Search Requirement is required. Further information in respect of Early School Leavers is set out below.

• System step — Providers will need to reduce the Points Target and Job Search Requirement to zero for Participants meeting their Points Requirement through participation in the following Activities:

• Participants undertaking full-time residential or intensive drug and alcohol treatment or rehabilitation

• Participants undertaking a Defence Force Reserves training camp (or 15 hours per week of Reserve service for a Principal Carer Parent)

• where the Participant relocates for a job with relocation assistance through the Employment Fund.

Example 1: A Participant undertaking an approved eligible accredited or non-accredited Education and training course for more than 15 hours per week will earn 80 points over the 4 week Points Reporting Period. Providers must reduce the Points Target by 20 points for a Points Target of 100 points, or a value of 10 points for a Points Target of 90 points, as well as reduce the Job Search Requirement to zero, using the Job Search reduction category 'undertaking full time course' for the period of study. For Participants with a Points Target below 80 points, the Provider is only required to reduce the Job Search Requirement to zero and the Participant will earn points to meet their Points Target.

Example 2: If a Participant is in full-time residential or intensive drug and alcohol treatment or rehabilitation for 1.5 weeks of the Points Reporting Period, or is undertaking a Defence Force Reserves training camp that runs for 2 weeks during a Points Reporting Period, the Participant will be considered to be meeting their Points Requirement for that entire Points Reporting Period and the Provider must reduce the Points Target and Job Search Requirement to zero.

Study and Training

Participants undertaking, for more than 15 hours per week, an approved eligible accredited or non-accredited Education and training course that will improve their employment prospects – refer to the Education and Training Chapter for further guidance on determining approved courses.

Generally, Providers will adjust the Points Target and Job Search Requirement by applying a personal circumstances credit. This allows Participants to meet their Points Requirement by reporting any points earned for undertaking the approved eligible Education and training short courses.

Note: Participants undertaking an eligible approved accredited or non-accredited Education and training course for more than 15 hours per week must have their Points Target adjusted and Job Search Requirement reduced to zero.

• System step — Providers must reduce the Points Target by 20 points if the Points Target is set at 100 and reduce the Job Search Requirement to zero in the Department's IT Systems for Participants who are meeting their Points Requirement through participation.

11.7.4. Tailoring a Participant’s Mutual Obligation RequirementsCopy citation · §11.7.4

Participants with Mutual Obligation Requirements (including the Points Target and Job Search Requirement) must be tailored to the Participant's circumstances, which could include assessed work capacity, caring responsibilities, and age.

Mutual Obligation Requirements for Principal Carer Parents

A Principal Carer Parent’s family and caring responsibilities must be considered when setting Mutual Obligation Requirements, including setting their Points Target. At the start of each Points Reporting Period, Participant’s Points Target will be reduced automatically by 40 points in the Department’s IT Systems for a Principal Carer Parent with a child aged 6 years or over, in recognition of their ongoing family and caring responsibilities.

Note: For any Principal Carer Parent participants with a child under 6 years old who are receiving an income support payment other than Parenting Payment will require Providers to manually add a points reduction of 40 points in the Department’s IT Systems for each Points Reporting Period whilst the child is in care and has not turned 6. 

• System step — Providers must manually reduce the points target by 40 points for any Principal Carer Parent with a child under 6. This can be done for six months at a time until the child turns 6. Providers should use the reduction type 'Principal Carer Parent' for the manual reduction in the Department's IT Systems.

Providers should also consider tailoring the Job Search Requirement each reporting period to ensure that it is reasonable with the Participant’s caring responsibilities.

Providers can use their discretion to further tailor a Participant’s Points Requirement dependent on the Participant’s circumstances, noting these Participants may have more onerous caring responsibilities than those with school age children. Providers should do this in discussion with the Participant and communicate any changes clearly.

Note: Providers also have flexibility to apply manual reductions of any amount for any Participant who has short-term caring responsibilities.

During school terms, face-to-face Provider Appointments and participation in Activities should be scheduled during school hours (generally between 9.00 am to 3.00 pm) unless otherwise agreed to by the Principal Carer Parent. Providers must not cause Participants to feel pressured to agree to requirements which would result in minors being left unsupervised.

Providers will still be able to set requirements at times outside school hours, including weekends. However, Providers must discuss this with the Principal Carer Parent to ensure they are available at that time and record the Principal Carer Parent’s availability in the Department’s IT Systems. This information will be attached to the requirement.

If a Principal Carer Parent is unable to obtain suitable childcare during the school holiday period, the Provider should work with the Participant and consider alternative arrangements to support the Participant in meeting their Mutual Obligation Requirements.

Example: While Principal Carer Parents are not required to attend face-to-face Appointments with their Provider during school holidays, they may engage with their Provider through other means, such as by telephone or virtually via FaceTime etc.

A Principal Carer Parent can Fully Meet their Mutual Obligation Requirements through sufficient participation in certain Activities. See Participants who are Fully Meeting their Mutual Obligation Requirements for further details.

Mutual Obligation Requirements for Participants with a Partial Capacity to Work (PCW) or temporary reduced work capacity (TRWC)

Participants assessed by Services Australia as having a PCW or TRWC of 15-29 hours per week must have their work capacity considered when setting Mutual Obligation Requirements, including setting their Points Target. At the start of each Points Reporting Period, a Participant’s Points Target will be reduced automatically by 40 points in the Department’s IT Systems to recognise a PCW. For TRWC Participants, the Points Target must be manually reduced by the Provider.

These Participants will be required to attend Provider Appointments, where notified.

Participants with an assessed PCW or TRWC of 15-29 hours per week can fully meet their Mutual Obligation Requirements through sufficient participation in certain tasks and Activities. See Participants who are Fully Meeting their Mutual Obligation Requirements for further details.

The Department's IT Systems will determine the work capacity for Mutual Obligation Requirements based on information contained on the Participation Profile, from the higher of the Participant's 'Baseline' or 'With Intervention' work capacity in their ESAt or JCA. See KB0013247 Employment - Digital Solutions Support - Temporary Reduced Capacity to Work (TRWC) and Partial Capacity to Work (PCW) Suspensionssign-in required (sign-in required) for further details.

Participants with a PCW or TRWC of 0-14 hours per week will be managed by Services Australia and be required to attend quarterly interviews with Services Australia. The Participant does not need to be connected to a Provider but can volunteer to receive assistance.

• System step — For Participants with a TRWC, Providers must manually reduce their Points Target by 40 points and consider tailoring the Job Search Requirements in the Department’s IT Systems.

Mutual Obligation Requirements for mature age Participants

For Participants aged 55 years and over, their age must be considered when setting Mutual Obligation Requirements, including setting their Points Target. At the start of each Points Reporting Period, a Participant’s Points Target will be reduced automatically by 40 points in the Department’s IT Systems to recognise their age.

These Participants will be required to attend Provider Appointments, where notified.

Participants aged 55 years and over can meet their full-time Mutual Obligation Requirements through sufficient participation in certain tasks and Activities. See Participants who are Fully Meeting their Mutual Obligation Requirements for further details.

Mutual Obligation Requirements for Participants receiving Carer Allowance

From 1 April 2025, Participants who are in receipt of Carer Allowance will receive a reduction of their Points Target. At the start of each Points Reporting Period, a Participant’s Points Target will be reduced automatically by 40 points in the Department’s IT Systems to recognise their caring responsibilities. Providers are still required to consider if other reductions are appropriate.

For Participants who are not in receipt of Carer Allowance, but still have caring responsibilities, Providers should consider any personal circumstances that may impact their ability to meet their Mutual Obligation Requirements and reduce their Points Target and Job Search Requirement accordingly.

Carer Allowance recipients can fully meet their Mutual Obligation Requirements through sufficient participation in certain tasks and Activities. See Participants who are Fully Meeting their Mutual Obligation Requirements for further details.

Note: Providers can check the Department’s IT Systems on the Manage Reductions screen which will show if the Participant is receiving a Carer Allowance reduction. 

Mutual Obligation Requirements for Early School Leavers

An Early School Leaver is a person who receives Youth Allowance (other), is under 22 years of age and has not completed Year 12, the final year of secondary school or an equivalent Australian Qualifications Framework Certificate III level or above.

Until they turn 22 years of age or, if sooner, attain Year 12 or an equivalent qualification, Early School Leavers are generally required to participate in:

• Education or training, including Certificate I and II level courses, for the required hours; or

• a combination of Education and training, and paid work for the required hours; or

• other approved Activities for the required hours and completing any Job Search Requirement.

The required hours are:

• 25 hours per week or

• 15 hours per week for Principal Carer Parents and those with a PCW of 15 to 29 hours per week.

An Early School Leaver who is placed in an approved Education or training course(s) by their Provider, and who undertake that Education and training alone, or in combination with paid work, for the required hours should meet their Points Target through that participation alone, without needing to meet the Job Search Requirement.

Early School Leavers who are also a Principal Carer Parent, in receipt of Carer Allowance or have a PCW of 15 to 29 hours per week can Fully Meet their Mutual Obligation Requirements by undertaking 30 hours per fortnight of paid work, approved Education or training and/voluntary work.

The Provider should closely consider the Early School Leaver’s circumstances, including being a Principal Carer Parent or having a PCW of 15 to 29 hours per week, and reduce their Points Target appropriately.

An Early School Leaver’s participation for the required hours in Education and training, a combination of Education and training and paid work, or other approved activities should enable them to meet their Points Target.

The Provider must ensure that the Job Search Requirement has been reduced to zero for each reporting period in which the Early School Leaver is meeting their requirements through Education or training, or a combination of Education and training and paid work.

Only Services Australia can verify a Year 12 or equivalent qualification to determine whether a young person is no longer an Early School Leaver.

Once an Early School Leaver turns 22 years of age or, if sooner, has completed Year 12 or an equivalent qualification, they will no longer be an Early School Leaver. They will be subject to the Mutual Obligation Requirements that apply to other Participants.

Early School Leavers Fully Meeting through paid work alone will not be suspended from employment services due to a system limitation. Eligible Participants will require Services Australia to record the Fully Meeting activity (recorded as Youth activities).

• Documentary evidence — If a Participant advises that they have completed Year 12 or an equivalent qualification, Providers should encourage them to upload evidence of this to Services Australia via their Centrelink online account - Services Australia. Further guidance on how to do this can be found at: What you can do with your Centrelink online account - Centrelink online account - Services Australia.

• Documentary evidence — If a Participant does not have a Centrelink online account, refer to the Contact us - Accessing our services - Services Australia page on the Services Australia website for alternative ways the Participant can provide this information.

(Deed Reference(s): Clause 111, 116)

Mutual Obligation Requirements for Participants undertaking drug or alcohol treatment or rehabilitation in a residential program

If a Provider identifies or becomes aware that a Participant’s ongoing capability to meet their Mutual Obligation Requirements is reduced due to a drug or alcohol dependency, the Provider should discuss this with the Participant to identify rehabilitation options that would assist the Participant to address their dependence.

Participants undertaking intensive drug and alcohol treatment or rehabilitation (such as a full-time residential program) are considered as Fully Meeting their Mutual Obligation Requirements and are not required to complete additional requirements. Providers must ensure that no other requirements, such as Provider Appointments or job interviews are scheduled while the Participant is in residential rehabilitation.

Staff of residential programs and intensive treatment programs have an Implied Authority to act on behalf of an individual attending their facility. The Provider must be satisfied they are speaking with a staff member of the residential program and appropriately record the information in the Department’s IT Systems.

Verbal notification of commencement into the treatment program and release is sufficient. Participants or treatment facilities are not required to provide written evidence of their participation in treatment programs.

If the Participant is undertaking alcohol or other drug dependency treatment (such as counselling sessions) or is already doing so when they enter Workforce Australia Services or transfers from another Provider, the Provider must schedule it in the Participant's Electronic Calendar and notify the Participant. Note: This does not apply for full-time rehabilitation treatment.

The Provider should record any information regarding the Participant’s participation (or refusal to participate) in treatment services in the Capability Management Tool (CMT), in the Department’s IT Systems.

The following circumstances should be recorded in the CMT as appropriate:

• the Participant has accepted and is currently participating in services

• services are not available in the Participant’s area of residence

• there is a waiting list to participate in treatment

• the Participant has refused to participate in treatment.

• System step — Providers must reduce both the Points Target and the Job Search Requirement to zero for each Points Reporting Period where a Participant is participating in full-time or intensive drug or alcohol treatment in a residential program.

(Deed reference: Clause 137, 139, 140)

Mutual Obligation Requirements for Participants undertaking paid work (including self-employment)

Participants can undertake paid part-time or casual Employment, including freelance and irregular work, at any stage and are generally required to accept any suitable work, including casual or part-time work, that is offered to them.

In line with the Social Security Guide, for any hours of Employment to count towards a Participant's Mutual Obligation Requirements, that employment must be for an appropriate level of remuneration and meet the sufficient work test.

Where Participants have paid work that accrues annual leave (permanent full time or part time) and are able to take that annual leave, the period of annual leave is considered as paid work for that number of hours and also can be reported for paid work hours to accrue points.

Note:: Participants that undertake paid casual work or on a contract that does not accrue annual leave, cannot report leave as paid work for points and will therefore be required to undertake other Activities to meet their requirements.

Participants engaged in paid work, including self-employment, must report their paid work to both Workforce Australia (via the PBAS) and to Services Australia. These are two separate reporting requirements and reporting to one, does not satisfy the requirement to report to the other. Further information on freelance and irregular work can be found in the Mutual Obligations, freelancers and self-employed workers factsheet.sign-in required (sign-in required)

Calculating hours of paid work to report points

Depending on how a Participant is paid, they may need to calculate how many hours of work are counted towards their Mutual Obligation Requirements under the sufficient work test. If a Participant reports paid work to count towards their Mutual Obligation Requirements, it is important to note that a job search requirement may still apply.

If the income received is at least (or above) the applicable legal hourly rate (usually the National Minimum Wage or applicable occupation award wage), the Participant’s total hours of Employment for a period can be reported. Participants must record their hours via the ‘Earn and Report points’ page through their Workforce Australia account to earn points towards their monthly Points Target.

If the income a Participant receives works out to be less than the National Minimum Wage or applicable occupation award wage (for example, where a Participant is self-employed), the number of hours which count towards a Participant’s Mutual Obligation Requirements can be calculated under the sufficient work test. This is done by dividing the income received by the legal hourly rate.

Further information on the sufficient work test can be found at 3.11.3.20 Employment | Social Security Guide (dss.gov.au).

• System step — Providers can enter paid work hours on behalf of Participants. 

Note: At the end of the Points Reporting Period, the Department’s IT Systems will round up the total paid work hours and attribute the appropriate number of points earned. For more information please refer to Points values for tasks and Activities in PBAS Participant factsheetsign-in required (sign-in required). 

11.7.5. Reporting 60 hours of paid workCopy citation · §11.7.5

Participants in Workforce Australia Services who have reported 60 hours or more of paid work in a monthly Points Reporting Period (equivalent to 30 hours per fortnight) and have confirmed in the Department’s IT Systems that work will be ongoing for more than two Points Reporting Periods, will not have compliance applied for non-attendance at Provider Appointments.

The Department’s IT Systems will automatically prevent the application of compliance for non-attendance at Provider Appointments for the next two Points Reporting Periods. However, requirements like attending Capability Interviews, completing Job Search or meeting their Points Target will remain unchanged and compliance may be applied. For more information, refer to Reporting 60 hours of Paid Work - Provider Fact Sheetsign-in required (sign-in required).

• System step — Where the Provider is reporting paid work hours on behalf of a Participant they must complete the 60 hour paid work declaration. See Employment Systems Task Cards - Workforce Australia - Compliance – Completing the 60-Hour Paid Work Declaration and Non-Compellable Appointmentssign-in required (sign-in required).

• System step — Providers must record the reason for reinstating compellable Appointments, as well as details of any Participant discussions and contact attempts, in the comments section of the Department’s IT Systems.

Mutual Obligation Requirements for pregnant Participants

Providers must consider a pregnant Participant’s personal circumstances when setting their Mutual Obligation Requirements. Pregnant Participants:

• from 3 months before their due date, will not have a Job Search Requirement and Providers must manually adjust the Job Search Requirement to zero in the Department's IT Systems. Providers should consider adjusting their Points Target taking the pregnancy and other personal circumstances into account. During this time, Providers cannot compel these Participants to accept job offers or referrals to job interviews. These Participants can be required to attend Provider Appointments up to 6 weeks before the expected due date, where notified.

• from 6 weeks before the expected due date and until 6 weeks following the birth of the child, will have an Exemption from all of their Mutual Obligation Requirements.

• may also have an Exemption from all their Mutual Obligation Requirements if it would be unreasonable to expect them to comply or if a Services Australia delegate is satisfied in all the circumstances that the Participant should not be required to comply.

Mutual Obligation Requirements for Real Jobs, Real Wages (RJRW) Pilot

Participants who participate in a RJRW placement will meet their Points Requirement, including the Points Target and Job Search Requirement.

• System step — Providers must manually reduce both the Points Target and Job Search to zero for the duration of the RJRW placement (up to a maximum of 6 months). If a placement is longer than 6 months, the Provider must confirm with the Participant that they are still participating in the placement and if so, then reduce the Points Target and Job Search to zero for the remainder of the placement.

At the end of the placement, the Points Target and Job Search will revert to usual settings at the commencement of the next reporting period. Where a Participant leaves the placement early, the Provider must end the placement in the Department’s IT Systems and remove the reductions in the future reporting periods.

Note: reductions cannot be removed in the Participant's current reporting period.

For additional information on the RJRW Pilot refer to the Real Jobs Real Wages Pilot Chapter.

Mutual Obligation Requirements for WorkFoundations

Participants who participate in a WorkFoundations placement will meet their Points Requirement, including the Points Target and Job Search Requirement for the duration of the placement.

• System step — Providers must manually reduce both the Points Target and Job Search to zero for the duration of the WorkFoundations placement.

At the end of the placement, the Points Target and Job Search will revert to usual settings at the commencement of the next reporting period. Where a Participant leaves the placement early, the Provider must end the placement in the Department’s IT Systems and remove the reductions in the future reporting periods.

Note: Reductions cannot be removed in the Participant’s current reporting period.

For additional information on the WorkFoundations refer to the WorkFoundations Chapter.

Tailoring the Points Requirement to reflect a Participant’s circumstances

Under Workforce Australia, the Points Requirement, which includes the Points Target and Job Search Requirement, must be tailored to recognise the Participant’s personal circumstances and/or local labour market conditions. It is important to take into consideration all factors that might impact a Participant’s ability to meet their Points Target and Job Search Requirement. Consideration of the impact for the Participant to meet their requirements for the current and next reporting period is crucial.

Example 1: If a Provider applies a 30 point reduction, the Points Target will be reduced from 100 points to 70 points. This does not include any automatic reductions.

Example 2: A Participant is aged 60 years old with a disability. The Provider can apply a points reduction in addition to the automated 40-point mature age personal circumstances reduction. Providers can apply a reduction in 5-point increments. If they applied a reduction of 20 points for the disability, the Participant’s Points Target would reduce by a total of 60 points.

Example 3: A Participant discloses they have low literacy skills and other barriers to employment. The Provider decides to apply a points reduction of 30 points to recognise their level of literacy skills. The reduction is applied for two reporting periods to allow the Participant to work towards addressing their barriers. The Provider also reduces the Participant’s Job Search target for the same period.

Example 4: A Participant that is a Principal Carer Parent will receive an automatic 40-point reduction to their Points Target. The Participant also lives in a region identified by the Department as being a difficult labour market, but an automatic reduction has not occurred. The Provider can apply at least a 20 point reduction or more, depending on the Participant’s circumstances and reduce the Job Search target from 4 to 3, 2 or 1. The Participant would then have a Points Target of 40 and a reduced Job Search target.

Automatic reductions to the Points Target

At the start of each Points Reporting Period, reductions will be automatically applied in the Department’s IT Systems to tailor the Points Target to recognise the following circumstances:

• Participants residing in employment regions with poor or below average labour market conditions, as set out in the ‘Labour Market Credits in Workforce Australia’sign-in required (sign-in required) fact sheet.

• A total of 40 points for one or more of the following personal circumstances:

  • Partial Work Capacity (15-29 hours per week)

  • Principal Carer Parent with a child aged 6 years or over

  • Mature Aged (55+ years)

  • Receiving Carer Allowance.

Note: Participants residing on the boundary of an Employment Region listed in the 'Labour Market Credits in Workforce Australia' fact sheet or do not reside in an Employment Region listed can have their Points Target manually tailored to recognise the local labour market conditions in the area they reside in by applying a points reduction. Points targets must be appropriate for individual circumstances.

Note: Providers must manually reduce the Points Target and Job Search Requirement for TRWC Participants.

Note: Automatic reductions are applied once per Points Reporting Period and Participants can only receive a maximum of one automatic labour market reduction and one automatic personal circumstances reduction. In instances where a Provider has manually applied a reduction for one or more of the above circumstances, an automatic reduction will not be applied in the Department’s IT Systems.

Note: Where a Participant’s circumstances change during a Points Reporting Period, such as where a Participant turns 55 part-way through their Points Reporting Period, Carer Allowance or a Partial Work Capacity is granted part-way through the Points Reporting Period, the reduction to the Points Target will be applied in the same Points Reporting Period.

Manually tailoring the Points Requirement

In consultation with the Participant, the Provider must consider the Participant’s personal circumstances and local labour market conditions to appropriately tailor requirements, including both the Points Target and Job Search Requirement.

Consistent with section 40F of the Social Security (Administration) Act 1999, Providers must consider the circumstances listed below and, where applicable, apply credits accordingly:

• The Participant's education, experience, skills and age.

• The impact of any disability, illness, mental condition or physical condition of the Participant on their ability to work, to look for work or to participate in training activities.

• The state of the labour market (regardless of whether the Participant is in an Employment Region which is automatically eligible for a labour market credit).

• Their transport or other options available to the Participant in accessing that labour market.

• The participation opportunities available to the Participant.

• The family and caring responsibilities of the Participant.

• The length of travel time required to comply with requirements in their Job Plan.

• The financial costs (such as travel costs) of complying with requirements, and the Participant’s capacity to pay for such costs.

  Providers must also consider the Participant's needs and their capacity to comply with the requirements, as well as any other matters the Provider or Participant considers relevant. These may include (but are not limited to):

• TRWC

• Community service orders for less than 20 hours per week (noting that Participants cannot meet their Points Requirement by undertaking a community service order unless Services Australia have applied an Exemption)

• Homelessness and/or emergency housing

• Drug and/or alcohol dependency

• Other barriers to employment

• Observance of cultural or religious beliefs.

Providers can reduce a Participant's Points Requirement as needed due to the personal circumstances of the Participant. Providers should also refer to Participants exempt from Mutual Obligation Requirements for Exemptions that may be applied by Services Australia. Where a Participant's circumstances are such that they may be temporarily unable to meet any requirements, Providers should encourage the Participant to contact Services Australia to discuss an Exemption. 

Reductions are to be applied in 5 point increments and can be applied in any amount to reflect the Participant’s circumstances and capacity to comply with the requirements. Providers should record the reasons for tailoring the Participant’s Points Requirements within the comments section of the Department’s IT Systems.

Reductions can be applied to a single Points Reporting Period or set to apply for consecutive Points Reporting Periods totalling up to 6 months (i.e., up to 6 consecutive Points Reporting Periods). The Points Requirement can only be set at a higher level in the next Points Reporting Period.

Note: The Points Target and Job Search Requirement should only be reduced to zero for short periods of time (with the exception of circumstances outlined in these Guidelines such as Full-time residential rehabilitation). If a Participant’s circumstances could result in a longer period, the Participant should be encouraged to contact Services Australia for consideration of an Exemption.

• System step — Providers will be prompted in the Department’s IT Systems when reducing the Points Target, to consider whether a reduction to the Job Search Requirement is required, or appropriate. 

The Provider can apply a reduction at any time during a Points Reporting Period if an adjustment to the Points Requirement is required to reflect a Participant’s change in circumstances.

Note: Before applying reductions to more than one Points Reporting Period, Providers should take into consideration any future automatic credits the Participant will receive.

Examples:

• 60 points for a mature age Participant with a disability.

• 30 points for a Participant aged 45+ years with other barriers to employment.

• 50 points for a Principal Carer Parent with a temporary illness during the Points Reporting Period.

• 15 points for a Participant that has to spend 3 days of the Points Reporting Period travelling to attend a cultural ceremony.

When setting the Points Target and Job Search Requirement, the Provider should review any barriers identified through an ESAt or JCA. The Job Seeker Snapshot and Capability Management Tool may also help identify personal issues affecting a Participant’s capacity and opportunity to gain employment.

Note: Where a Provider reduces the Points Target to zero for any reason, the Job Search Requirement will not be automatically reduced in the Department’s IT Systems. This must be manually reduced by the Provider if required**. If the Job Search Requirement is not reduced in the Department’s IT Systems** and the Participant is not able to meet their requirements**, the Participant will not meet their requirements and may be subject to the Targeted Compliance Framework.** It is important that Providers consider both the Points Target and the Job Search Requirement when reducing a Participant’s requirements.

For guidance on how to reduce the Points Requirement in the Department's IT Systems refer to the KB0017317 - Employment - Systems Task Cards - PBAS – Tailoring a Participant's Points Target and Job Search Requirementsign-in required (sign-in required) .

Note: Before applying reductions to more than one Points Reporting Period, Providers should take into consideration, any future automatic reductions the Participant will receive.

• System step — For guidance on how to tailor the Points Requirement in the Department's IT Systems refer to the Department's training resourcessign-in required (sign-in required).

• System step — The Provider must record the reason/s for the reduction of the Points Requirement in the Department’s IT Systems.

  System step — Note: Community Service Orders are not to be entered into the Department’s IT Systems as Voluntary Work. Providers should use the 'Community Service' reduction reason when applying a Points reduction or Job Search Requirements reduction for this circumstance. Providers should work with the Participant to ensure that the mandatory requirements set out in the Community Service Order does not conflict with the Participant’s ability to meet their Mutual Obligation Requirements. 

Reducing the Job Search Requirement

Under the PBAS, the Job Search Requirement is the total number of Job Search efforts that a Participant must submit during their Points Reporting Period to meet their Points Requirement. This is in addition to meeting their Points Target.

When setting a Participant’s Points Requirement, Providers must also consider their personal circumstances and adjust the Job Search Requirement accordingly. Providers can reduce this requirement to 3, 2, one or zero Job Searches each Points Reporting Period.

Providers can reduce the Job Search Requirement for circumstances such as:

• poor or below average labour market

• barriers to employment

• significant caring responsibilities

• short term family or other emergency

• experiencing domestic violence

• homelessness and/or emergency housing

• Early School Leavers undertaking appropriate Activities

• undertaking an approved course for language, literary and numeracy issues

• undertaking full-time residential drug or alcohol treatment or rehabilitation.

Note: When the Job Search Requirement is reduced for any reason, the overall Points Target will not automatically reduce in the Department's IT Systems, and vice versa. The Participant can choose how they earn the points to meet their Points Requirement, by completing tasks or participating in other Activities.

• System step — Providers will be prompted in the Department’s IT Systems when reducing the Job Search Requirement, whether a reduction to the Points Target is also required, or appropriate. 

For the circumstances where the Provider should reduce the Job Search Requirement to zero, such as where a Participant is engaged in Education and training or other Activities which meet their Points Target – refer to Participants who are meeting their Points Requirement.

Example: A Participant receives a labour market credit of 20 points and a personal circumstances reduction of 40 points for a Principal Carer Parent with a child 6 years or over, and the Provider reduces the Job Search Requirement to zero due to significant caring responsibilities and a below average labour market. The Participant would be required to report 40 points in the Points Reporting Period but complete no Job Search efforts to meet their Points Requirement.

The Job Search Requirement can be reduced for a single Points Reporting Period or set to apply for consecutive Points Reporting Periods totalling up to 6 months (i.e., up to 6 consecutive Points Reporting Periods).

When reducing the Job Search Requirement, Providers should also consider the Participant’s ability to meet their Points Target, taking into account their personal circumstances and the availability of Activities in the area.

• System step — For guidance on how to reduce the Job Search Requirement in the Department's IT Systems see the KB0017317 - Employment - Systems Task Cards - PBAS – Tailoring a Participant's Points Target and Job Search Requirementsign-in required (sign-in required), or refer to the Department's training resourcessign-in required (sign-in required).

• System step — The Provider must record the reason for reducing the Job Search Requirement in the Department’s IT Systems.

(Deed Reference(s): Clause 89, 138)

Tailoring the Points Target and Job Search Requirement to action the outcome of a Capability Interview or Capability Assessment

If the outcome of a Capability Interview or Capability Assessment is that the Participant is not capable of meeting their requirements, the Provider must review the Job Plan and tailor the Points Target and/or the Job Search Requirement to ensure they are suitable for the Participant and appropriately reflect the Participant’s circumstances.

For further information on actioning the outcomes of a Capability Interview or Capability Assessment, see the Targeted Compliance Framework and Mutual Obligation Failures Chapter.

(Deed Reference(s): Clause 145)

11.7.6. Meeting the Points RequirementCopy citation · §11.7.6

The Participant meets their Points Requirement by the end of their Points Reporting Period by having undertaken and reported sufficient tasks and Activities.

The Provider must encourage the Participant to own their pathway to employment and take responsibility for meeting their Points Requirement each Points Reporting Period. The Provider must support and provide appropriate assistance to the Participant to ensure they are reporting their participation in their tasks and Activities.

The Participant can choose the tasks and Activities that they will undertake to meet their Points Requirement. However, the Provider must work with the Participant to identify a Participant’s strengths as well as any barriers they may have to finding Employment and use this information to discuss appropriate tasks and Activities for the Participant. Any vocational and non-vocational Activities are to be tailored to address the Participant’s individual needs and work capacity.

Note: Providers must consider whether the commute from the Participant’s place of residence to attend the appointment or Activity is safe and beneficial to the Participant, and reasonable for their circumstances. The travel time should also be proportionate to the duration and type of Activity.

Participants who have a minimum Job Search Requirement (of 4, 3, 2 or one Job Searches) cannot meet their Points Requirement if they do not complete that number of Job Search efforts in that Points Reporting Period, even if they report more points from other tasks and Activities.

For Participants who are Principal Carer Parents or who have a PCW, reasonable travel must not exceed 60 minutes in one direction.

For Participants who are not Principal Carer Parents or who do not have a PCW, reasonable travel should not exceed 90 minutes in one direction.

Travel time refers to the actual time spent in transit, from the place of residence to the Activity location, and must be calculated using the method of travel that is most reliable and accessible to the Participant.

For Principal Carer Parents, travel time must also take into account the time to travel to and from childcare. Additionally, travel for Participant with a PCW should not aggravate or be unreasonably difficult due to their illness, injury or disability.

The Provider should also consider any information captured in the Capability Management Tool, Job Seeker Snapshot, any ESAt or, any current transition plan identified in the Department’s IT Systems, to help identify appropriate tasks and Activities for the Participant.

Note: If a Participant is undertaking paid work (but not enough to fully meet their Mutual Obligation Requirements) and can record their participation online, the Provider should consider the Participant's suitability for Workforce Australia Online and request through the NCSL that the Participant be referred to Workforce Australia Online if the Provider assesses the Participant as suitable. See the Eligibility and Referral Chapter for information.

The Provider must engage in conversations with the Participant if they are not meeting their Points Requirement and/or if they are not attending their Activities, to identify the reason/s for the non-compliance. If a Participant does not engage in one approved activation Activity or one or more Provider assessed activation Activities by the activation point, they may be required to complete a Mandatory Activity. See the Activation and Mandatory Activity Requirement section for further information.

(Deed Reference(s): Clause 89, 110, 120)

Completing the Job Search Requirement

Generally, most Participants will need to complete a Job Search Requirement of 4 Job Searches (20 points) to meet their Points Requirement. Providers can reduce the Job Search Requirement to 3, 2, one, or zero, based on the Participant’s circumstances.

Job Search efforts include instances of looking for suitable employment and count towards a Participant’s Mutual Obligation Requirements. 

A Job Search effort is worth 5 points – see the ‘Points values for tasks and Activities in the PBAS’ Provider fact sheet.

For the purposes of Social Security Law and meeting Job Search Requirements under PBAS, a Participant is considered to have undertaken a Job Search effort if the Participant makes contact with another person or body in relation to, and for the purpose of, obtaining paid work with the other person or the body:

• Whether or not the contact is in relation to particular paid work; and

• Whether or not the other person or the body has advertised any paid work.

  The definition of contact includes:

• contacting an Employer by telephone, in writing, or in person

• submitting a written or online application, including a resume

• acting on a referral to a job.

Note Under the PBAS, interviews do not count towards a Participant's Job Search Requirement. Participants will earn points separately for attending an interview. 

Participants who are freelance workers or self-employed can declare Job Search efforts that count toward the Points Requirement for contacting a potential Employer or person for the purposes of obtaining any suitable paid work opportunities related to their field of self-employment. 

This can include project based work or short-term contracts such as: 

• applying for a grant 

• submitting a portfolio for a creative arts project 

• contacting a potential client about their advertisement for web design work 

• contacting the owner of a local venue for a music gig. 

See the Irregular and Freelance work fact sheet and the Job Search Quality assessment user guidesign-in required (sign-in required) for more information on Irregular and Freelance work.

Note: The Job Search Requirement is set at 4 Job Search efforts each Points Reporting Period. However, Participants can undertake more than 4 Job Search efforts in a Points Reporting Period and can meet their Points Requirement through Job Search alone if appropriate for that individual.

Example: A Participant with a Points Target of 100 could complete 20 Job Search efforts and meet their Points Requirement for that Points Reporting Period. These can be reported one by one, or in a bulk upload by the Participant or by the Provider on behalf of the Participant.

See the KB0017317 - Employment - Systems Task Cards - PBAS – Tailoring a Participant's Points Target and Job Search Requirementsign-in required (sign-in required) for more information on reducing the minimum Job Search Requirement.

Note: At the activation points, Participants who have undertaken only Job Search may have a Mandatory Activity Requirement if they have not been placed into an alternative Activity. See Activation and Mandatory Activity Requirement for further information, including a list of approved activation Activities.

(Deed Reference(s): Clause 139, 142)

Activities for Participants with reduced requirements

Participants can choose to do more than their assessed capacity and participate in a full-time Activity to meet their Points Requirement, however the total hours of all requirements and Activities undertaken by the Participant must also be appropriate.

Before the Participant starts the Activity, the Provider must discuss the requirements of the Activity with the Participant and ensure that the Participant has the capacity to meet the requirement.

A Participant cannot participate in a Mandatory Activity (Work for the Dole) that exceeds their assessed capacity.

Points values for tasks and Activities

All tasks and Activities are assigned a points value, with more intensive Activities attracting more points. The points value assigned is based on the level of engagement and commitment required to complete the task or Activity and the strength of the link to paid work.

In certain circumstances, the Provider can add an activity bonus to increase the points value Participants receive for undertaking certain tasks or Activities, based on the requirements of the specific task or Activity and/or the Participant’s personal circumstances.

Refer to the ‘Points values for tasks and Activities in the PBAS provider fact sheet’ on the Provider Portal or the Workforce Australia – PBAS – Adding a Personal Circumstance (Activity Bonus) for a Participant IT task cardsign-in required (sign-in required) for more information.

Reporting tasks and Activities to earn points

Participants are responsible for reporting the completion of their tasks and their attendance at Activities where personal responsibility is included in their Job Plan (Job Plan requirement PA03 – Personal responsibility).

For tasks, the Participant must report each completed task by using the Workforce Australia website or app. In some cases, reporting the task will be by adding it to their profile. For example, gaining a work-related licence or qualification. Once the Participant reports the task, the Department’s IT Systems will automatically allocate the relevant points to the Participant.

• System step — Providers can also create and edit a profile on behalf of a Participant with their consent. The Department’s IT Systems will automatically allocate the relevant points for the Participant.

For Activities, the Participant will earn points following the reporting of their attendance at that Activity by using the Workforce Australia website or app. At some Activities, the Participant may be able to report their attendance by scanning a QR code made available to them at the Activity.

• When an Activity is scheduled in the Participant's Electronic Calendar by the Provider, the Participant will report their attendance at that Activity on the day the Activity was scheduled. Points will be awarded when the Participant reports their attendance at the first day of the Activity each week.

• When an Activity is not scheduled in the Participant's Electronic Calendar, the Participant will report their participation in the Activity weekly.

Note: While points are awarded following attendance of at least one day in a scheduled Activity, Participants are required to attend every day of the Activity. If a Participant is not attending their Activity and fully engaged in that Activity, this could result in the need for a Mandatory Activity to be undertaken by the Participant. The Provider must discuss any non-attendance at Activities with the Participant to find out the reason/s for non-attendance. Refer to the 'Reporting Activities in PBAS Provider Fact Sheet' on the Provider Portal for more information on when an Activity is scheduled or not scheduled in the Participant's Electronic Calendar.

Note: Points for compulsory Provider Appointments - for Participants to receive 10 points for attending compulsory Provider Appointments, a Participant needs an approved Job Plan and the Provider is required to result the attendance in the Participant’s Electronic Calendar by the end of the same Business Day. The Department’s IT Systems will automatically apply the points. However, if the Provider does not result the attendance by the end of the same business day, the points will not be applied automatically, the Provider can manually apply the points in the Participant’s record.

Providers must inform the Participant that they will be able to view the points for attending the compulsory appointments in their Workforce Australia account. If the Provider incorrectly marks the Appointment as attended, points will still be applied. Refer to the 'Points values for tasks and Activities in PBAS provider fact sheet' on the Provider Portal and the KB0017339 - Employment - Systems Task Cards - PBAS – Reporting Points, Activities, Tasks and Job Search on Behalf of a Participantsign-in required (sign-in required) for more information.

Note: Where the Provider determines that a Participant has declared that they have completed a task or Activity and reported incorrectly, the Provider is unable to remove the associated points in the Department’s IT Systems. In these instances, the Provider must contact the Participant, remind them of their obligations under their Job Plan to accurately report the completion of eligible tasks and activities and educate the Participant on how to report correctly to attract eligible points.

Note: Participants undertaking a Mandatory Activity (Work for the Dole) must report their attendance by using the Workforce Australia website, mobile app or to their Provider, by close of business on the day the Activity was scheduled in their Electronic Calendar. If no result is recorded by close of business on that day, the Department's IT Systems will raise a compliance event.

Refer to the ‘Reporting tasks in PBAS Provider fact sheet’ and the ‘Reporting Activities in PBAS Provider fact sheet’ on the Provider Portal for more information on when an Activity is scheduled or not scheduled in the Participant's Electronic Calendar.

• System step — For guidance on how to report tasks and Activities in the Department's IT Systems refer to the Department's training resourcessign-in required (sign-in required).

(Deed Reference(s): Clause 120, 143)

Participant can earn points for tasks completed during an Activity

A Participant can report the completion of a task and earn points for that task if it was undertaken while participating in another Activity.

Example: Getting a forklift licence while participating in Work for the Dole can be reported as a task completed by the Participant during their Points Reporting Period. This would be in addition to the points earned from attending the Activity.

Reporting tasks and Activities for a Participant

Sometimes a Provider must report the completion of tasks or attendance at Activities in the Department’s IT Systems on a Participant’s behalf when a Participant says they cannot do it themselves. This could include:

• where the Participant cannot self-manage their own reporting requirements and the Provider must do it for them

• during the initial Points Reporting Period to assist the Participant, if the Participant has not yet learnt how to do it, or

• where the Participant has damaged or lost their device or has connectivity issues and cannot report online.

In such cases, the Provider must report these tasks and Activities on the Participant’s behalf by close of business on the day they are advised by the Participant.

• System step — Providers must select the ‘Add Points’ button on the participation screen when reporting a task or Activity on behalf of a Participant.

• System step — For guidance on how to report tasks and Activities in the Department's IT Systems refer to the Department's training resources, including the ‘Reporting tasks in PBAS’ Provider fact sheet and 'Reporting activities in PBAS' Provider fact sheet on the Provider Portal, and the KB0017339 - Employment - Systems Task Cards - PBAS – Reporting Points, Activities, Tasks and Job Search on Behalf of a Participantsign-in required (sign-in required) for more information.

• System step — Job Search efforts submitted by the Provider on behalf of the Participant must be reviewed for quality at the time of upload. When submitting the Job Search efforts, Providers must only attribute points for those Job Search efforts which have been determined as satisfactory. Providers must advise the Participant if additional Job Search efforts are required to meet their requirements. As Job Search efforts submitted by the Provider on behalf of the Participant must be reviewed for quality at the time of upload, the Department will assume that any Job Searches uploaded by the Provider that have accrued points, have been deemed satisfactory by the Provider. 

(Deed reference: Clause 89, 120)

Assessing the quality of a Participant’s Job Search efforts

Note: A Points Period Assessment of Job Search Quality must only be conducted once a Participant has commenced on the Provider’s Caseload. Participants pending transfer from Online Services are not to have their Job Search Efforts assessed, even if a Point Period Assessment is triggered.

Providers are required to review the quality of Job Search efforts submitted by the Participants commenced on their caseload who have a Points Requirement, as follows:

• Providers must assess the quality of all Job Searches submitted by their organisation on behalf of the Participant, at the time of upload. Only satisfactory Job Searches are to be uploaded to the Department’s IT Systems and the associated points applied towards the Participant’s Job Search and Points Requirements.

  Note: if Job Searches are not of quality, or there is insufficient evidence to support each individual Job Search, they must not be uploaded, and points must not be applied. Providers must discuss with the Participant and explain they will have to submit additional Job Search efforts to the Provider before the end of their reporting period.

• Providers must assess the quality of all Job Searches submitted by their Participants at the end of each Points Reporting Period in the Department’s IT Systems. This process is called the Points Period Assessment and applies to all Participants who have submitted sufficient Job Searches to meet their Points Requirement (which includes their Job Search Requirement). The Points Period Assessment involves:

  • undertaking a factual and holistic assessment of the quality of all Participant submitted Job Searches and marking them as ‘satisfactory’ or ‘unsatisfactory’ in the Department’s IT Systems. At a minimum, the date the Job Search occurred, the job title and the employer’s name must be recorded to enable the assessment to be conducted and to satisfy the mandatory requirements for submitting Job Search efforts.

  • correctly identifying why any Job Search efforts have been assessed as unsatisfactory, including any failure of the holistic review.

  • leaving detailed comments to evidence how any quality issues identified in the factual and holistic assessment have, or will be, addressed. Refer to the Job Search Quality Assessment User Guide for instruction on the minimum requirements for leaving comments for both unsatisfactory and satisfactory Job Search efforts.

  • submitting the completed points periods assessment no later than 5 Business Days after the Participant’s Points Reporting Period has closed.

    Note: The Department’s IT Systems recognise any national and statewide public holidays based on the state or territory of the Provider’s Sites the Participant is serviced by. 

• Providers must review the quality of re-engagement Job Searches as part of general servicing and address any issues identified at the Participant’s next appointment. Re-engagement Job Searches cannot be assessed as part of the Points Period Assessment process.

More information on adequate Job Search can be found at 3.11.1.30 Adequate job search | Social Security Guide. 

Assessing suitable work

To satisfy Mutual Obligation Requirements, Participants in receipt of any participation payment must be actively seeking and willing to accept any offer of suitable paid work in a variety of fields.

In assessing whether work is considered suitable, a wide range of factors should be considered, such as the Participant’s:

• age

• mobility

• qualifications

• language proficiency (principal carer parents with limited language proficiency may limit their job search to areas where advanced communication skills are not essential)

• work history, AND

• geographical location.

Work may be unsuitable for a Participant if it:

• involves skills, experience or qualifications that the person does not have, and appropriate training will not be provided by the employer

• is above the job seeker's assessed work capacity within the next 2 years with intervention

• may aggravate a pre-existing illness, disability or injury, and medical evidence has been provided

• involves health or safety risks, and would contravene an occupational health and safety law

• the job seeker is a principal carer parent of a child or children and appropriate care and supervision of the child/ren is not available during the hours the person would be required to work

• is under terms and conditions that are less than the legal minimum set out in the relevant statute, award or agreement

• involves a commute from home to work that would be unreasonably difficult

• involves enlistment in the Defence Force or the Reserve Forces

• requires the person to change residence, or

• in the delegate's opinion, is unsuitable for any other reason.

These considerations are relevant when:

• Assessing Job Search efforts

• Setting Job Referral tasks

• Referring Participants to specific roles

• Assessing Work Refusal Failures.

Completing a factual and holistic review to determine the quality of Job Search efforts 

To determine if a Participant’s Job Search efforts are of sufficient quality, the Provider must undertake a factual and holistic review of all Job Searches undertaken by their Participants.

The factual review refers to the assessment of objective information relating to each individual Job Search effort, such as confirming that the Participant is suitably qualified for the role and that the job was applied for in the relevant reporting period. Similarly, the factual review considers any other factors relevant to assessing whether a person has undertaken a quality Job Search effort. For example, a deliberately unreadable or poor-quality application cannot be considered a satisfactory Job Search effort.

A holistic review considers the variety of the Participant’s Job Search efforts overall to establish if they are maximising their opportunities to secure employment. When conducting the holistic review, the Provider must consider whether the jobs applied for:

• are at levels of seniority or remuneration that are suitable for the Participant

• are in a variety of fields and occupations that the Participant is qualified for or has experience in, and if that work is suitable for the Participant

• used a variety of methods to contact potential Employers.

Note: While the above criteria must be considered when assessing the Job Search efforts, a Participant does not need to meet each criterion in every Points Reporting Period. To assess the appropriateness of Job Search variety, Providers must consider the Participant’s unique circumstances holistically, including the labour market conditions they are operating within, and the Job Search efforts the Participant has submitted over time.

Leaving comments in support of the Job Search quality review

Where a Job Search effort is assessed as unsatisfactory, the Provider must deliver feedback and educate the Participant on how to improve their Job Search efforts to achieve the required quality. A summary of that conversation must be recorded in the Department’s IT Systems as part of the Points Period Assessment. If the Provider has been unable to make contact with the Participant, they must record the feedback they intend to deliver at the next successful contact. This discussion may include, but is not limited to:

• discussing the reason(s) why any Job Search efforts were found to be unsatisfactory

• discussing what tailored support is available to help the Participant improve their future Job Search efforts

• encouraging the Participant to diversify their Job Search efforts and establishing a target if appropriate, or alternatively, to focus their Job Search efforts to the particular field in which they are qualified (rather than in a variety of fields and occupations) for an appropriate period of time

• discussing the consequences of submitting Job Search efforts that are not of satisfactory quality and the application of the Targeted Compliance Framework.

Where the Provider has identified issues with a Job Search effort but has decided to mark the Job Search as satisfactory, the Provider should leave comments in the Points Period Assessment substantiating this decision and outlining how the quality issue was, or will be discussed, with the Participant. This will provide departmental assessors with insight into the Provider’s reasoning for not marking the Job Search as unsatisfactory, should the job search effort be sampled for review under the Department’s Job Search quality assessment.

Note:

• Only Job Searches submitted by Participants can be assessed as satisfactory or unsatisfactory under the Points Period Assessment process. 

• Job Searches submitted by Providers are not able to be assessed as satisfactory or unsatisfactory as part of the Points Period Assessment process. The quality of these Job Searches must be assessed by the Provider at the time of upload. 

• Provider uploaded Job Search efforts should still be considered when conducting the Points Period Assessment to establish if the variety of Job Search efforts overall, is suitable. 

For detailed guidance on how to assess Job Search Quality as part of the Points Period Assessment, refer to the Job Search Quality Assessment User Guide, the KB0017323 - Workforce Australia - PBAS - Assessing Job Search Quality in the Points Period Assessment Task Cardsign-in required (sign-in required)  and the Social Security Guide (Adequate job search 3.11.1.30).

The Points Reporting Period

Each Participant will have their own Points Reporting Period. For most Participants, their Points Reporting Period commences on the day that they agree to their first Job Plan during their Period of Unemployment.

Example: If a Participant agrees to their Job Plan and commences in Services on 17 January, their Points Reporting Period will commence from this day and will end on 16 February. Their next Points Reporting Period will commence on 17 February.

Participants will be sent reminders about reporting their participation via SMS or email and inbox at 15 calendar days before the end of their Points Reporting Period, and again at 5 calendar days before the end of their Points Reporting Period.

Providers reporting on behalf of Participants (without a PA03 code in the Job Plan and not on track to meet their points requirements) will be reminded via the Open Task, referred to as a Site task in the Department’s IT Systems 15 calendar days before the end of their Points Reporting Period, and again at 5 calendar days before the end of their Points Reporting Period. Providers are expected to follow up with the Participants and action prior to the end of the Participant's Points Reporting Period or they will not meet their requirements for that Points Reporting Period. 

Suspension or Exemption lifted during a Points Reporting Period

The current Points Reporting Period will be set to ‘no longer required’, if a Participant has a Suspension or Exemption from Services applied during a Points Reporting Period and the Suspension or Exemption:

• ends within the last 5 calendar days of the Participant's current Points Reporting Period, or

• extends beyond the end of the current Points Reporting Period.

When a Participant has a Suspension from Services or an Exemption applied within a Points Reporting Period and it ends within the same Points Reporting Period, the Points Target and Job Search Requirement will be pro-rated automatically in the Department's IT Systems. An exception to this will be when the Suspension or Exemption ends in the last 5 calendar days as outlined above.

When a Participant starts a Points Reporting Period with a Suspension or an Exemption, but it ends during the Points Reporting Period, the Participant’s Points Target will be pro-rated in the Department's IT Systems for the remainder of that Points Reporting Period.

Note: Any Job Searches submitted by the Participant during a pro-rated Points Reporting Period must still be assessed for quality by Providers. The relevant Points Period Assessment must be submitted within 5 Business Days of the end of the Points Reporting Period, regardless of whether the Participant is Suspended during the period when the Points Period Assessment is due.

If a Participant becomes exempt or is suspended within the 5 Business Day assessment period, the Provider is still required to submit the Points Period Assessment.

• System step — If the Participant is unable to meet the Points Target and they have a Valid Reason, the Provider must record a Valid Reason in the Department's IT Systems for the Participant for that Points Reporting Period.

See the Commencements, Transfers, Suspensions and Exits Chapter for more information on Suspensions.

(Deed Reference(s): Clause 107, 110, 116, 120)

11.7.7. Setting Job Referral tasksCopy citation · §11.7.7

Job Referral tasks can connect Participants with suitable work. Where the Provider identifies a job opportunity for the Participant, the Provider must set a Job Referral task for the Participant to action. Specific Job Referral tasks a Provider can set include:

• Apply for a specific job

• Accept a job interview

• Contact an employer to arrange and accept a job interview

• Provide personal details to support a job opportunity.

Providers must ensure that all Job Referral tasks that a Participant is required to do, are recorded in the Department’s IT Systems.

Note: Providers must not set a Job Referral task for Participants to update their resume. The Department expects that as part of general servicing Providers are assisting Participants in updating their resume.

All information Providers enter in the Department’s IT Systems in relation to the Job Referral task must be accurate and complete. The Participant must be formally notified, with reasonable notice, of each Job Referral task that they have been set.

Providers are expected to ensure Participants are only set Job Referral tasks that are suitable and tailored to their personal circumstances and that they are able to successfully undertake by the due date.

11.7.8. Scheduling Mutual Obligation Requirements in the Participant's Electronic CalendarCopy citation · §11.7.8

The Provider is required to record details of, and schedule each compulsory requirement in the Participant's Electronic Calendar, including:

• compulsory Appointments

• Mandatory Activities

• Provider-scheduled job interviews.

Where a Participant has regular commitments such as paid work, caring commitments or medical appointments, Providers must record these as a Personal Event on behalf of the Participant into the Participant’s Electronic Calendar. Where a Participant is in paid work, Providers must ensure that any scheduled requirements do not conflict with the Participant’s hours of paid work, including any reasonable travel times to and from work. This ensures the paid work is taken into account when scheduling other requirements and supports transparency in ensuring Provider staff and the Participant can clearly see what the Participant is doing to meet their Mutual Obligations Requirements.

To schedule a compulsory requirement in the Participant's Electronic Calendar, the Job Plan code that corresponds to that requirement must be included in the Participant’s current, signed Job Plan.

Refer to Creating a Job Plan for more information on the Job Plan and Job Plan codes.

(Deed Reference(s): Clause 104, 105)

Scheduling compulsory requirements

The Provider must ensure that each day of each compulsory requirement is scheduled in the Participant's Electronic Calendar and populated with:

• the name or description of the requirement

• the start time

• break times, where relevant

• the end time

• the location of the requirement, including any special instructions to locate a venue (e.g., located on battle-axe block), and

• the name of any third-party provider or training organisation.

When the Provider schedules the requirement in the Participant's Electronic Calendar and formally notifies the Participant, the requirement will then appear in the Participant’s Electronic Calendar.

(Deed Reference(s): Clause 104, 105)

Compulsory requirements must not be scheduled after the requirement start time and then resulted as Did Not Attend Invalid.

Providers must not schedule a Provider Appointment or other Mutual Obligation Requirement in order to request a pay slip or other proof of employment from a Participant. Providers may request a Participant to supply a pay slip or other proof to confirm their commencement in employment or ongoing employment; however, Participants are under no obligation to supply evidence of employment. It is never appropriate for a Provider to set a Mutual Obligation Requirement or use or threaten to use the Targeted Compliance Framework in order to obtain proof of employment from a Participant. For more information on alternative ways to verify Employment Outcomes, please see Employment Outcome Payments.

Issuing formal notification to the Participant

Provider employees are delegated powers by the Department’s Secretary under Social Security Law to notify Participants of their Mutual Obligation Requirements.

Note: The requirement to formally notify a Participant receiving Income Support Payments also applies to Disability Support Recipients (Compulsory Requirements).

The Provider is required to formally notify the Participant of every compulsory requirement in their Job Plan. The Provider must explain how to meet each requirement, as well as the consequences of not doing so.

When the Provider schedules a requirement in the Participant's Electronic Calendar, the Department’s IT Systems will automatically create and record the selected notification type to be issued. If a requirement is re-scheduled, the Provider must formally notify the Participant of the new requirement.

Formal notification always includes:

• the reason for the Appointment, if the requirement is an Appointment

• whether the requirement is for the purpose of re-engagement

• the date and start time of the requirement

• the location or address of the requirement

• if the Participant is required to record their own attendance, and if so, the consequences of not doing so

• whether the Participant will require evidence to record their own attendance

• that the Participant must contact their Provider beforehand if they become aware of an Acceptable Reason preventing them from being able to attend or complete the requirement, to inform the Provider of that reason

• the possible consequences for the Participant if they do not meet their requirement

• a statement that the notification is a Notice under Social Security Law

• that the Participant must complete their requirement in return for their Income Support Payment.

The Provider must issue a Participant formal notification within the appropriate timeframe before the requirement is scheduled to occur. If reasonable notice timeframes are not met, the Electronic Calendar will not allow a requirement to be booked unless the Provider is in direct contact with the Participant and they have agreed to attend this requirement and the Provider records this.

Note: For more information on Formal Notifications, refer to the Servicing, Requirements and Engagement section in the Targeted Compliance Framework Reference Guide.sign-in required (sign-in required)

Personal Events

Personal Events are a way of communicating a period when a Participant has a personal commitment which could prevent them from attending a requirement. Personal Events can be created by the Provider or the Participant for anytime between 6 am and 9 pm, and can be booked recurringly, up to 8 weeks in advance. Participants may only create Personal Events where a Mutual Obligation Requirement is not already scheduled.

Providers must, as part of ongoing servicing, discuss Personal Events with their Participants. This includes encouraging, and assisting where necessary, the Participant to create Personal Events in their Calendar. It is a requirement of the Deed that Providers ensure that known Personal Events for paid work are scheduled in the Participant's calendar.

(Deed Reference(s): Clause 104)

Confirmed Personal Events

Participants are required to include information about their personal commitment when creating a Personal Event in their Calendar. The Provider must regularly review Personal Events and either confirm the Participant's Personal Events or leave them unconfirmed. When deciding to confirm a Personal Event, the Provider should also consider the nature of the Personal Event and the Participant’s personal situation. The Provider must advise the Participant that even though they have confirmed the Personal Event, Mutual Obligation Requirements can still be scheduled for that time.

If the Provider confirms a Personal Event, they cannot ‘unconfirm’ the event, and must then discuss any future clashes with the Participant before booking requirements over the confirmed event. Where a Participant has recorded a potential Personal Event, Providers should discuss the Participant’s availability and the details of that commitment at the next available opportunity.

Example:

Jo has just secured work starting next week. They are working a five hour shift each Monday, Wednesday and Friday. This is a recurring Personal Event.

At their next appointment, Jo discusses this new work with their Provider, explaining that they will not be available during those days or times.

Together, they create Personal Events for those days and times in the Calendar. Their Provider confirms the Personal Events and shows Jo how to create new ones in case their work hours change.

Jo has given prior notice of their inability to attend requirements at that time. Creating Personal Events ensures that their Provider knows not to book future requirements during these days and times.

(Deed Reference(s): Clause 104)

Unconfirmed Personal Events

If a Provider considers that a Personal Event entered by a Participant is not appropriate, for example:

• it is not aligned with what the Provider knows about the Participant’s circumstances,

• more information is required, or

• there is an entry that is not appropriate or suitable, and would inhibit the Participant’s ability to attend a Mutual Obligation Requirement at that time,

the Provider must attempt to contact the Participant to discuss. If contact is not established, the Provider should leave it unconfirmed. When contact is established or at the next Provider Appointment the Provider must discuss the unconfirmed Personal Event. Based upon that discussion, if appropriate the Provider can then confirm the Personal Event. The Provider must advise the Participant that even though they have confirmed the Personal Event, Mutual Obligation Requirements can still be scheduled for that time.

(Deed Reference(s): Clause 104)

Conflicting Requirements – booking requirements over Personal Events

Generally, Providers should not book a conflicting requirement over a confirmed or unconfirmed Personal Event, but where it is essential that a conflicting requirement be booked, the Participant must be contacted first and justification for the refusal to acknowledge a Participant’s pre-existing commitment must be entered into the Department’s IT Systems under the comment section. Providers must formally notify the Participant of the requirement, ensuring they can make other arrangements for the Personal Event created. The exception to this is when the Provider is aware that the Personal Event is for paid work. Participants must not be required or asked to give up or reschedule paid work to meet requirements.

If a Personal Event has been created incorrectly or in error by the Participant, Providers should discuss this with the Participant and advise them that they will not confirm the Personal Event and that other requirements can be scheduled during this time.

Providers are reminded that if the engagement is not a compellable Mutual Obligation Requirement, for example, a job club or resume development workshop, these must not be scheduled to occur at the Personal Event time.

(Deed Reference(s): Clause 104)

• System step — Providers need to manage the conflicting requirement in the Participant's Electronic Calendar and must record the reason for scheduling the requirement at this day/time in the Department's IT Systems in the comments section.

(Deed Reference(s): Clause 104)

Scheduling a Provider Appointment

The Provider must ensure that the Provider’s Electronic Calendar has the availability for an Appointment within the next 2 Business Days.

When booking a Provider Appointment for a Participant, the Provider needs to select the correct Appointment type, schedule the Appointment in the Electronic Calendar and formally notify the Participant. If a Participant has an Appointment with their Provider, the Provider must deliver a Contact on the date and time of the Appointment as recorded in the Participant’s Electronic Calendar.

There are 4 types of Appointments:

1. Initial Appointment

2. Contact Appointment

3. re-engagement Appointment, and

4. Capability Interview Appointment.

Providers must not schedule Appointments on weekends unless they have contractual agreements to do so. Appointments must only occur during operating hours.

Appointments must be conducted at the Provider’s premises, or another agreed suitable location. Appointments must be held at locations that are accessible, appropriate and safe for Participants, children and Provider staff. Providers must not conduct Appointments or other Contacts at a Participant’s home under any circumstances.

Appointments must not be booked after the scheduled start time for the Appointment (retrospective booking).

At each Contact Appointment, Providers must discuss the Participant’s personal circumstances and how these may impact their ability to meet their Mutual Obligation Requirements. Contact details must also be confirmed at each Appointment and updated in the Department's IT Systems where required. Providers should also confirm whether the Participant has linked their Workforce Australia account to their myGov account. If they have not, Providers are expected to assist the Participant to complete this connection.

Providers must also update the Capability Management Tool with any newly disclosed barriers and circumstances.

Note: For more information on the CMT refer to the Tools to Assist in Supporting Participants section in the Targeted Compliance Framework Reference Guidesign-in required (sign-in required).

(Deed Reference(s): Clause 102, 104, 105)

Scheduling a Third-Party Appointment

As part of their Mutual Obligation Requirements, Participants may be required to attend Third-Party Appointments. These appointments are not undertaken by Providers (though potentially may include a service delivered by the Provider organisation) and can either be voluntary or compellable. The types of Third-Party Appointments that can be scheduled are:

Compellable

• Meet with your Work for the Dole Supervisor.

• Meet with your activity supervisor.

• Attend an activity induction session.

• Attend an education/training course information session.

• Attend an education/training course assessment.

• Attend an employer information session.

• Attend an information session for an Employability Skills Training course.

• Attend a Language, Literacy and Numeracy assessment to determine eligibility for services.

• Attend a pre-employment workplace assessment.

• Attend a pre-employment medical assessment.

Voluntary

• Meet with your Career Transition Assistance Provider.

• Attend a medical/allied health professional assessment to determine eligibility for services.

• Attend a medical/allied health professional appointment.

Participants are responsible for recording or reporting their attendance at Third-Party Appointments and must do so before close of business that same day. If the Participant is unable to record their own attendance, they are responsible for reporting their attendance to their Provider or being available to take a call from their Provider to confirm their attendance. The Provider must then record the attendance on the Participant’s behalf.

If a Participant does not attend a Third-Party Appointment, or the Provider becomes aware that the Participant behaved inappropriately during the appointment, the Provider must attempt to contact the Participant to discuss this. Further information on contact attempts is outlined in Participant Contact.

Third Party Appointments must be scheduled in the Participant's Electronic Calendar, and the Participant must be formally notified of the requirement to attend. If a Third-Party Appointment is to be scheduled as recurring, Providers must leave comments in the Department's IT Systems detailing the reason for the recurrence.

For further guidance on scheduling Third-Party Appointments see KB0017147 – Employment Systems Task Cards – Workforce Australia – Calendar – Schedule a Third-Party Appointment.sign-in required (sign-in required)

Scheduling job interviews

Provider-sourced job interviews need to be scheduled in the Participant's Electronic Calendar and the Participant must be formally notified of the requirement to attend. Participants taking personal responsibility to record their own attendance must do so for job interviews.

When the Provider becomes aware that a Participant has an upcoming job interview, the Provider must schedule it in the Participant’s Electronic Calendar. This is required where the Provider has the relevant information and details to schedule the job interview and appropriate time to notify the Participant prior to the day of the job interview.

(Deed Reference(s): Clause 104)

Scheduling an informal Activity

Informal Activities or workshops are organised by the Provider and can be delivered by the Provider, or by an external Host Organisation. Informal Activities are intended to assist Participants to build employability skills that can include (but are not limited to) job search clubs, résumé writing workshops and interview preparation training.

The delivery of an informal Activity does not require the Provider to enter into an agreement with a Host Organisation, or to undertake a formal risk assessment prior to the Participant commencing into the Activity. Providers must however, ensure that any Activity a Participant is placed in has a safe system of work in place.

For guidance on scheduling an informal Activity, see the Department’s training resources, including the ‘Reporting Activities in PBAS’ Provider fact sheetsign-in required (sign-in required) on the Provider Portal and the KB0017146 - Employment - Systems Task Cards - Activities – Adding an Informal Activitysign-in required (sign-in required).

11.7.9. Participants can bank additional reported pointsCopy citation · §11.7.9

If a Participant exceeds their Points Target for their current Points Reporting Period, the additional points may be banked and used towards the Points Target of their next Points Reporting Period. The Department’s IT Systems will attribute the banked points at the start of the next Points Reporting Period.

Participants can only bank up to half of their Points Target at any time.

Example: If a Participant’s Points Target at the start of their Points Reporting Period is 80, they can bank:

• 30 points for the next Points Reporting Period if they gain 110 points, or

• 40 points for the next Points Reporting Period if they gain 120 points or more.

Note: If the Participant’s Points Target is reduced during their current Points Reporting Period, due to a Provider credit, the Participant will still be able to bank 40 points. The total of points able to be banked cannot change during a Points Reporting Period.

Note: Banked points will round up to the nearest 5 points.

Example: If a Participant’s Points Target is 75, they can bank half of their Points Target, which is 37.5. In this instance, the total of points able to be banked will be rounded up to 40 points.

11.7.10. Participants who do not meet their Mutual Obligation RequirementsCopy citation · §11.7.10

The TCF applies to Participants who fail to meet their Mutual Obligation Requirements including those outlined in their Job Plan and on their homepage. This includes not meeting their Points Requirement in a Points Reporting Period or submitting Job Search efforts that are not of a satisfactory quality. A failure to meet Mutual Obligation Requirements is a Mutual Obligation Failure. For further information on the application of the TCF, see the Targeted Compliance Framework and Mutual Obligation Failures Chapter.

(Deed Reference(s): Clause 145)

11.8. Activation and Mandatory Activity RequirementCopy citation · §11.8

The purpose of activation is to encourage Participants to engage in Activities to develop skills and improve employment prospects.

Activation requirements can be satisfied at any point in time. That is why early engagement in Activities, education or work both increases the likelihood a Participant will secure ongoing work and also satisfies activation prior to the activation point. Providers should support Participants to meet their activation requirements.

The Provider is responsible for:

• advising Participants of the Mandatory Activity Requirement

• considering a Participant’s capacity and capability to undertake Activities for their activation requirement. This includes assessing the Participant’s barriers and whether they are unable to undertake Activities or can only undertake fewer than the required activation requirement hours

• assessing and agreeing in negotiation with the Participant a range of suitable and safe Activities that will support the Participant to find and maintain suitable employment

• supporting and monitoring Participants when undertaking Activities that count towards meeting their activation requirement

• after the activation point, continuing to request Participants to select an appropriate Activity. The Provider must then refer Participants to the Mandatory Activity (only if eligible) if Participants do not meaningfully engage in other Activities

• managing Participants in accordance with the Targeted Compliance Framework where Participants are undertaking the Mandatory Activity.

11.8.1. Activation pointCopy citation · §11.8.1

Activation points are used to identify if a Participant:

• is engaged in Activities, paid work, education or training, or

• needs to complete a Mandatory Activity.

  Participants’ first activation point will occur at either 3 or 6 months:

• 3 months from the date of commencement in Workforce Australia Services if the Participant is transferred from Workforce Australia Online following a Period of Registration of 12 months or more, or

• 6 months from the date of initial commencement in Workforce Australia Services for all other Participants.

  Subsequent activation points are either 6-months after:

• their last activation point, or

• the date they last met their activation requirement,

  whichever is the latest.

11.8.2. Meeting the activation requirementCopy citation · §11.8.2

Prior to the activation point Participants can meet their activation requirement by participating in:

• an approved activation Activity (i.e. completing at least 80% of), or

• one or more Provider-assessed activation Activities (any combination of Activities).

After the activation point Participants can meet their activation requirement by either:

• continuing in an Approved Activation Activity or Provider-assessed activation Activities,

• commencing in and participating in an Approved Activation Activity or Provider-assessed Activities, or

• completing Work for the Dole as the Mandatory Activity.

Circumstances where an approved or Provider-assessed Activity may be more appropriate than the Mandatory Activity, include where:

• the Activity is more suitable and/or beneficial for the Participant,

• the Participant is not eligible to participate in a Work for the Dole activity, e.g. under 18 years old,

• the Participant cannot be required to do Work for the Dole, or

• the Participant has commenced in a Mandatory Activity and the Provider assesses that it is not suitable.

Activation requirement - checking participation/completion.

Providers should continually monitor and assess Participants' engagement in Activities.

In addition, at 4 weeks prior to a Participant’s activation point, the Provider must assess whether the Participant has met their activation requirement by checking their attendance history at Approved or Provider-assessed Activities and confirm this through the Department’s IT Systems. A successful completion reason for the Activity must be entered. This can also be confirmed in the Department’s IT Systems earlier when the Participant meets the requirement.

At the same time (4 weeks prior to a Participant’s activation point), if a Participant has not met their activation requirement or doesn’t have an existing referral or commencement to an Activity, the Department’s IT Systems will:

• send notifications to the Participant about their upcoming activation requirement, and

• create an Open Task advising the Provider to assess and place the Participant in an approved activation Activity, Provider-assessed activation Activity or Mandatory Activity. These Open Tasks will be shown in the Provider’s in-tray.

The notifications and Open Task will remain until Participants either successfully complete a relevant Activity or Providers assess successful engagement with Activities and mark a Participant as having met their activation requirement in the Department’s IT Systems.

If a Participant has not met the activation requirement the Provider can re-assess the Participant’s needs and circumstances and determine if the Participant has undertaken Activities to the extent of their capacity considering individual circumstances and barriers. In this case the Provider can update the activation requirement as ‘met’.

If the Participant has exceptional circumstances that prevents them from undertaking Activities, the Provider may update the activation requirement as ‘met’ in the Department’s IT Systems and record a file note to detail the reasons why the Participant was unable to meet the activation requirement.

Where Progress Payments are primarily dependent on completion of approved activation Activities or interventions, the evidence uploaded by Providers when claiming Progress Payments can be used by the Provider in considering whether the activation requirement has been met. For more information on Progress Payments, see Progress Payments section.

Mandatory Activity

Work for the Dole is the only Mandatory Activity for Participants in Workforce Australia Services. This means that the Targeted Compliance Framework applies to non-attendance at Work for the Dole, but only when Participants have reached the activation point and continue not to engage in an Approved activation Activity or Provider-Assessed activation Activity.

The TCF cannot be applied to any other Activity, including Work for the Dole where participation is not as the Mandatory Activity e.g. prior to the Activation Point.

Participants can only be referred to Work for the Dole where eligible. For more information see the Mandatory Activity – Work for the Dole section.

Approved Activation Activities

Participation in one of the Activities below will meet the activation requirement:

• Adult Migrant English Program (AMEP)

• Career Transition Assistance (CTA)

• Employability Skills Training (EST)

• Education and training (accredited training courses) with a course duration of at least 4 weeks

• Self-Employment Assistance (SEA) Small Business Training

• Skills for Education and Employment (SEE)

• Voluntary attendance at Work for the Dole (WfD)

The Department’s IT Systems will confirm the activation requirement has been met when the Participant has:

• attended at least 80% of a Career Transition Assistance or Employability Skills Training Course; or

• completed the Activity and an exit reason has been entered such as ‘successful completion of Activity’ or ‘found employment’.

Otherwise, Providers will need to assess whether Participants have met their activation requirement by attending at least 75 hours of the Activity by checking their attendance history and points earned during the period in the Department’s IT Systems.

The examples below show when a Participant may, or may not, meet their activation requirement through approved activation Activities and don’t need to complete a Mandatory Activity.

Example 1:

A Participant was enrolled in a CTA Course which involves attendance of 75 hours over 8 weeks. The Participant attended 60 hours which is equivalent to 80% of the entire course, therefore the Participant is considered to have met the activation requirement (and does not have to complete a Mandatory Activity Requirement).

Example 2:

A Participant was enrolled in an EST Course which required them to attend 15 hours per week for 5 weeks or 75 hours in total. The Participant did not attend 2 weeks of the training; therefore, they have not met the participation requirement of at least 80% needed for meeting the activation requirement. The Provider should refer the Participant to the Mandatory Activity (Work for the Dole if they are eligible and can be required to participate in Work for the Dole on a compulsory basis).

Example 3:

A Participant was attending an Activity with a long duration (over 6 months e.g. SEA or SEE). Providers should confirm via a direct contact with the Activity provider if the Participant has been engaged in that Activity and if so, the Participant has met the activation requirement (and does not have to complete a Mandatory Activity Requirement).

Provider-assessed activation Activities

Participants can meet the activation requirement (and not require a Mandatory Activity) if they engage in one or more of Provider-assessed activation Activities for a minimum of 75 hours across at least 2 Points Reporting Periods before they reach the Activation Point.

List of Provider-assessed activation Activities

• approved activation Activities (when a Participant has not met the 80% participation/completion requirement)

• Australian Defence Force Reserves

• Non-vocational assistance and interventions, such as counselling, self-help or support groups

• Education and training (non-accredited training courses or accredited training courses where the course duration is less than 4 weeks)

• Local Jobs Program

• Launch into Work

• Non-Government Programs

• Observational Work Experience

• other government programs

• paid work

• Self-Employment Assistance - Exploring Self-Employment Workshops

• Voluntary Work (Participant or Provider sourced)

• Workforce Specialist Projects

Providers must review and confirm the Participant’s attendance at the Provider-assessed activation Activities throughout the relevant 3- or 6-month Period of Service to the activation point. This can be done by checking with Host Organisations, activity attendance history, as well as checking the Participant’s Points Based Activation System (PBAS) points earned for Activities during the period in the Department's IT Systems.

Further information on the eligibility and participation requirements for Activities can be found in relevant Activity Chapters in these Guidelines (e.g., Launch into Work).

The examples below show when a Participant is taking part in in Provider-assessed activation Activities and does not need to complete a Mandatory Activity:

Example 1:

A Participant has undertaken the following Activities over the 6 month period from Commencement to their activation point:

• 2 weeks of an EST Course (80% of the EST Course was not completed)

• 8 weeks of regular 2 hourly Drug & Alcohol treatment/rehabilitation sessions, and

• 10 hours of paid work in one week.

Even though the Participant did not meet the activation requirement by attending 80% of the EST course, the Provider assessed the Participant as meeting the activation requirement as they were actively participating in Activities that improved their employability. A Mandatory Activity Requirement was not required.

Example 2:

A Participant undertaking a non-accredited training course attended 10 hours a week throughout the semester (18 weeks over 6 months). The Provider confirmed the Participant’s attendance through reviewing the Participant’s PBAS points earned for the period. The Participant attended more than the minimum 75 hours over at least 2 reporting periods therefore, the Participant met the activation requirement. A Mandatory Activity was not required.

• System step — Providers must record in the Department's IT Systems that the Participant has met the activation requirement.

11.8.3. Activation requirement not metCopy citation · §11.8.3

Where a Participant has not met the activation requirement, the Provider must contact the Participant to:

• ensure the Participant understands the activation requirements,

• confirm that they can continue with any approved activation Activity in which they are already enrolled in, or the Provider-assessed activation Activity (e.g. paid work) to meet the activation requirement, or

• arrange for the Participant to undertake the Mandatory Activity (unless the requirement is waived) or enrol the Participant in a different approved or Provider-assessed Activity.

Providers must not refer Participants to the Mandatory Activity if they are presently engaged in residential or full-time drug and alcohol treatment or rehabilitation at the time. These Participants are considered to have met their activation requirement by participating in a Provider-assessed activation Activity.

(Deed Reference(s): Clauses 142.1 (a)(i) and 142.1 (a)(ii))

Mandatory Activity - Work for the Dole

Participants who fail to meet the required participation in Activities, are required to commence in Work for the Dole as the Mandatory Activity within 4 weeks of the activation point. Participants must complete 8 weeks of Work for the Dole to meet the activation requirement.

Work for the Dole is the only Mandatory Activity that can be undertaken to meet the Mandatory Activity Requirement. See the Work for the Dole Chapter for more information.

Where the Participant is required to undertake a Mandatory Activity, the Provider must contact the Participant to:

• ensure that the Participant understands the activation requirement and the Mandatory Activity Requirement with the Participant,

• update the Participant’s Job Plan by adding the Mandatory Activity Requirement (PA15) and refer the Participant to a Work for the Dole Activity (only where the Participant can be required to participate in Work for the Dole on a compulsory basis. Further information is provided below),

• remove the Mandatory Activity Requirement (PA15) from the Job Plan following the successful completion of the Work for the Dole activity, and

  Note: The Mandatory Activity (PA15) cannot and must not be added to the Job Plan before the Participant has reached their activation point.

• ensure the Participant understands:

  • how to report details of their participation in, and completion of, the Mandatory Activity, and

  • the consequences of failure to participate in the Mandatory Activity. See the Targeted Compliance Framework Mutual Obligation Failure Chapter for more information.

Providers should note the following:

• Under Social Security Law, Participants cannot be required to participate in Work for the Dole if they are on a part rate of income support (whether due to their income, their parents' or their partner's), or if they are aged 60 and over. Work for the Dole must not be used as a mandatory requirement in these cases (it may still be a voluntary requirement).

• Participants under 18 years of age are not eligible for Work for the Dole.

• If a Participant has Work for the Dole as a mandatory requirement in their Job Plan and their circumstances change so that they are no longer able to have this as a requirement (e.g., they turn 60 or start declaring income), or if they become engaged in residential or full-time drug and alcohol treatment or rehabilitation, Work for the Dole must immediately be removed as a compulsory requirement from their Job Plan.

• System step — Providers must record the mandatory Work for the Dole activity in the Participant’s Job Plan as a compulsory Activity (PA15), in the Department's IT Systems. The Mandatory Activity code (PA15) must be removed from the Participants Job Plan when the Activity has been completed.

• System step — When a Participant meets their Mandatory Activity Requirement by completing the mandatory Work for the Dole activity, the Provider must update the Department's IT Systems.

See earlier in this Chapter for further information on recording a compulsory Activity in a Job Plan.

(Deed Reference(s): Clauses 142.1 and 142.2)

11.8.4. Record KeepingCopy citation · §11.8.4

• Documentary evidence — Providers should ensure they adhere with Documentary Evidence requirements for each Activity, as outlined in relevant Activity Chapters.

(Deed Reference(s): Clause 120.12) 

Attachment 11A. Cohorts Fully Meeting their Mutual Obligation Requirements

This guide provides information on when Participants can be recorded as Fully Meeting their Mutual Obligation Requirements as referred to in Participants who are Fully Meeting their Mutual Obligation Requirements.

Further information on Fully Meeting Mutual Obligation Requirements can be found at Social Security Guide | Mutual Obligation Requirements (dss.gov.au).