Chapter 1. Eligibility, Referral and Commencement

Supporting Documents for this Chapter:

• Direct Registration Formsign-in required (sign-in required)

• Formal Notification Fact Sheetsign-in required (sign-in required)

• System step — Refer to the TtW System Steps Guide.sign-in required (sign-in required)

Workforce Australia – Transition to Work (TtW) is a time limited employment service that supports disadvantaged young people at risk of long-term unemployment. TtW assists young people to develop practical skills to get a job or connect with education or training.

This Chapter outlines the eligibility for Participants, the Referral and Commencement processes, as well as group-specific considerations.

The TtW service supports young people aged 15-24 years who are considered at risk of long-term unemployment and meet both core eligibility and additional eligibility requirements.

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

• aged 15-24 years, and

• an Australian citizen, or

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

Note: Information on visas is available from the Department of Home Affairs website.

Along with the core eligibility, Participants must fall into one of the following groups:

Group One includes a young person who is:

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

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

• not a Parent Pathways Participant.

Group Two includes a young person who is:

• not receiving an Activity Tested Income Support Payment, and

• not already in provider-delivered employment services, and

  either

• does not hold a Year 12 Certificate or Certificate III (or higher), has limited recent work history (8 hours per week), and either

• is not enrolled or engaging (previous 4 weeks) in secondary education (if they are not of compulsory school age), or

• has an approved exemption from legal requirements to attend school (if they are of compulsory school age), or

• holds a Year 12 Certificate or Certificate III (or higher) and are disengaged from education and/or employment (for the previous 6 months), or

• is an Indigenous Australian, irrespective of their level of or engagement in Employment/Education, and has an approved exemption from the legal requirement to attend school (if they are of compulsory school age), or

• is a Parent Pathways Participant who is participating in TtW.

(Deed Reference(s): Attachment 1 – Definitions: ‘Group One Participant’ and ‘Group Two Participant’).

Activity Tested Income Support Payment recipients (Group One)

TtW Services are targeted to disadvantaged young people who are most likely to benefit from them. Eligibility for young people receiving an Activity Tested Income Support Payment (Group One) is determined through an assessment of their vocational and non-vocational risk factors, such as whether the young person has completed Year 12, is Indigenous, homeless or at risk of homelessness, etc.

Young people who are assessed as able to self-manage their job search efforts in a digital environment will be referred to the Online Full Service in Workforce Australia Online rather than TtW.

Young people not on an Activity Tested Income Support Payment (Group Two)

The TtW eligibility criteria recognise that some disadvantaged young people may not be in receipt of an Activity Tested Income Support Payment. Disadvantaged young people who meet the eligibility criteria for Group Two can choose to voluntarily participate and access youth-focused Services.

Young people are connected to the Services through different pathways which reflect their individual circumstances.

Eligible young people will be Referred directly by Services Australia, the Digital Services Contact Centre (DSCC) or through the Department’s IT Systems to the Workforce Australia - Transition to Work (TtW) Provider (Provider)’s Caseload as potential Group One Participants.

A young person may become eligible for TtW while accessing a different employment service if they disclose factors through the Job Seeker Snapshot that change their eligibility, or they move from a location that is not currently serviced to one that has a Provider.

A young person may also present directly to a Provider without a Referral, in which case the Provider must check the young person’s eligibility. If eligible, the Provider can Directly Register the young person as a Group Two Participant (see Direct Registration of Group Two Participants).

If a Provider becomes aware that the young person may be eligible for an Income Support Payment, they should advise the young person to contact Services Australia.

(Deed Reference(s): Clause 90)

Providers must accept all Referrals to TtW received through the Department’s IT Systems for an Initial Interview. Typically, Services Australia makes the booking directly into the Provider’s Electronic Calendar and notifies the young person of the Appointment details.

Providers must ensure their Electronic Calendar always has a selection of Initial Interviews available within the next 2 Business Days, to allow Services Australia, the Department, or a Workforce Australia Employment Services Provider to refer young people.

• System step — Note: Eligibility for TtW is determined on Referral to the Service. The Program eligibility tile on the Servicing and Eligibility tab in the Department’s IT Systems should only be used to assess program eligibility when Exiting Participants and should not be used to assess the eligibility of Referred Participants prior to Commencement in TtW.

Eligible young people not on Activity Tested Income Support Payments may Directly Register with a Provider. Services Australia may also refer eligible Group Two Participants to a Provider.

Providers are required to undertake engagement activities in their local communities to promote and attract disengaged young people to participate in the Service. This could include working with schools and community youth advocacy groups to identify potential Group Two Participants.

(Deed Reference(s): Clause 90)

Direct Registration process

There are a number of steps involved in assessing a young person’s eligibility for TtW and registering them as a Group Two Participant. Providers are expected to develop their own process to facilitate this. The process must include the following steps at a minimum.

Direct Registration Form

The Direct Registration Form must be used by Providers to help determine whether a young person is eligible to volunteer for TtW Services, in accordance with the eligibility requirements set out in the Deed and under Eligibility for Transition to Work. Providers must complete the Direct Registration Formsign-in required (sign-in required) and complete the Direct Registration process in the Department’s IT Systems.

Note: The 'Program Eligibility' tile on the Servicing and Eligibility tab in the Department's IT Systems should not be used to assess the eligibility of a Group Two Participant for TtW.

• System step — For detailed system steps refer to the Digital Solutions Support (Knowledge Base) - Employment Systems Task Cards – Registration – Direct Registering a Participant (KB0016396)sign-in required (sign-in required).

• Documentary evidence — Providers must retain a signed copy of the Direct Registration Form

Note: Providers should ensure the Participant completes a Job Seeker Snapshot if they do not have a current one.

Provider of choice

Providers should give the young person a choice of who they will be registered with if they live close to 2 or more Providers, and it is more convenient to attend another Provider.

If a young person chooses to be registered with another Provider, both Providers should work together to facilitate this.

Check whether the young person is already in the Department’s IT Systems

The Provider must determine whether the young person has a record in the Department’s IT Systems.

Note: if the young person is already registered with Services Australia, the Department’s IT Systems can obtain information from Services Australia such as current Income Support Payment type, recent Referrals or Mutual Obligation Requirements. For this to occur, the Provider must link the job seeker identification number (JSID) to the customer reference number (CRN) through the Department’s IT Systems.

Table 1‑A: Checking Registration Status

(Deed Reference(s): Clause 107.5, 107.6)

Privacy Notification and Consent

The Provider must give the young person the Privacy Notification and Consent Form and seek express written consent to collect their sensitive information by asking the individual to sign it. This can be done at the Initial Interview. More information can be found in the Part A Guidelines: Privacy Chaptersign-in required (sign-in required).

• Documentary evidence — Providers must retain a signed Privacy Notification and Consent Form.

Proof of Identity

The Provider must sight proof of identity acceptable documentation (as listed in the Direct Registration Form) and record this in the Department’s IT Systems. A copy of this documentation does not need to be retained.

If photographic documents are provided for proof of identity, these should be sighted in-person when the Participant is able to attend the Provider’s Site or attend an in-person interview.

Other documents that contain the young person’s name and address may be used if the young person has genuine difficulty providing one of the acceptable documents.

Legal right to work in Australia

Providers must only Directly Register young people who satisfy the core eligibility requirements. Providers can be legally liable for referring non-citizens who are not allowed to work, or who are restricted from undertaking certain work in Australia, to a job. If the Provider cannot confirm the young person’s status, they should refer the young person to Services Australia or an appropriate community service for assistance and encourage the young person to check their legal right to work in Australia with the Department of Home Affairs. The Visa Entitlement Verification Online service can be used to check a non-citizen’s visa status after sighting their international passport.

Schedule 8 of the Migration Regulations 1994 sets out the visa conditions that prohibit or restrict the work a visa holder can do in Australia.

Exemption from the legal requirement to attend school

Providers must comply with state and territory compulsory school enrolment and attendance requirements and should not encourage young people to leave school to participate in TtW.

For all Participants, including Indigenous Participants, of mandatory school age the Provider must seek and retain an exemption from that jurisdiction’s legal requirement to attend school or a copy of a Year 12 certificate or a Certificate III or higher.

Further information on the enrolment and attendance requirements is available through the relevant government website in each state or territory.

Note: A young person with an approved temporary exemption from legal requirements to attend school (for example, 100 days or less) is not eligible for TtW. This is because temporary exemptions (such as for medical reasons) are granted by education institutions with the expectation the young person must return to school on an ongoing basis by the end of the exemption period.

• Documentary evidence — Providers must retain evidence of either:

• an exemption (or Notice of Arrangement) from the legal requirement to attend school (if applicable), or

• a Year 12 certificate or Certificate III (or higher).

(Deed Reference(s): Clauses 34, 90)

The Department expects Providers to Commence Group One Participants in a timely manner.

Commencing Participants within appropriate timeframes will be monitored through the Efficiency of Service module, see the Performance Chapter for further information.

• System step — To Commence a Participant a Provider must:

• result the Initial Appointment as ‘Attended’ in their Electronic Calendar

• create and approve a Job Plan (see Job Plan Chapter).

Note: A Participant's Group (i.e. Group One or Group Two) is captured in the Department's IT Systems based on the Participant’s circumstances at Commencement. The Group does not update if their circumstances change during their time in TtW (e.g. a Group Two Participant starts receiving an Activity Tested Income Support Payment).

(Deed Reference(s): Clause 90.2)

Once a Participant is Referred to TtW, their receipt of Income Support Payments (other than a Participant receiving Parenting Payment) will be contingent on attending an Initial Interview with a TtW Provider and Commencing in the Service. A Temporary Income Suspension will apply if the young person does not attend the Initial Interview.

Participants are Commenced once the Provider has recorded the completion of their Initial Interview (which includes entering into, or updating, a Job Plan, as relevant) on the Department's IT Systems.

(Deed Reference(s): Clause 93.6)

Participants subject to RapidConnect

Eligible young people who have lodged a new claim for JobSeeker Payment or Youth Allowance (other) will be subject to RapidConnect unless exempted by Services Australia. RapidConnect is a requirement to promptly engage with their TtW Provider through an Initial Interview.

In most cases, a person who is subject to RapidConnect will start receiving JobSeeker Payment or Youth Allowance (other) in arrears from the date they attend their Initial Interview with their Provider. The exception is where no Initial Interviews are available within 2 Business Days from the time the young person lodges their Income Support Payment claim. In these cases, the first available Appointment will be booked and, once the young person attends the Initial Interview, their Income Support Payment will be backdated to the date on which they were informed of their requirement to attend the Initial Interview.

If a young person who is subject to RapidConnect fails to attend the Initial Interview, the Provider must enter the result and reason into the Department’s IT Systems, by no later than close of business on the day of the Appointment. The individual circumstances and the reasons why they failed to attend are then considered by Services Australia to determine the relevant start date for their Income Support Payment. If a young person fails to comply with the RapidConnect requirement to attend the Initial Interview and does not have a Reasonable Excuse, as determined by Services Australia, commencement of their Income Support Payment will be delayed until the Participant does attend an Initial Interview with their TtW Provider.

Participants not subject to RapidConnect

Eligible young people claiming, or already receiving, Activity Tested Income Support Payments (other than Parenting Payment) who are not subject to RapidConnect, and are Referred to TtW, have up to 3 opportunities to attend their Initial Interview with their Provider before a Temporary Income Suspension is automatically triggered after the third ‘Did Not Attend’ is recorded.

Note: Where a Participant has Commenced in TtW and is subsequently transferred to another Provider (for example due to change of address), their contract Referral status will revert to Pending, however, the Temporary Income Suspension will not apply.

Temporary Income Suspension

The Temporary Income Suspension mechanism is designed to encourage participant attendance at an Initial Interview when all other appropriate attempts to engage the participant have failed. The mechanism is triggered after three ‘Did Not Attend’ results are entered in the Department’s IT Systems following a Participant’s non-attendance at the Initial Interview Appointment.

Providers should be flexible and assist in rescheduling the Initial Interview

Where the Provider or a Participant needs to reschedule an Appointment, the Provider must make an Appointment with the Participant at the next available opportunity. Where a Participant has demonstrated a level of engagement, Providers must ’cancel’ or ’Reschedule’ the Initial Interview Appointment instead of resulting it as a ‘Did Not Attend’ in the Department’s IT Systems.

Providers should make reasonable and respectful attempts to contact the Participant

Where the Participant does not attend an Initial Interview, the Provider should work with the Participant to identify and book a time suitable for both parties. The Provider must not result Appointments as ‘Did Not Attend’ before attempting to contact the Participant to discuss their non-attendance.

What constitutes ‘reasonable attempts’ will depend on the Participant. Providers must work with the Participant to understand their personal circumstances, including barriers that may be impacting their attendance at the Initial Interview.

The nature and frequency of attempts to engage with the Participant should be based on the Provider’s understanding of the Participant, the Participant’s receptiveness to engage, and the different types of communication methods available. A Participant’s preferred communication method is listed in the Personal details screen of the Participant’s profile in the Department’s IT Systems.

Participants should be given time to consider and respond to appointments

Unless otherwise agreed with the Participant, a new Initial Interview Appointment should be made in line with the requirements outlined in the TtW Formal Notification Fact Sheetsign-in required (sign-in required). Appointments should never be backdated.

Providers must advise Participants of the consequences of failing to attend.

Advising Participants of the consequences of failing to attend must include the following:

• that failure to attend three appointments will result in the Participant’s Activity Tested Income Support payments being suspended by Services Australia

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

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

Note: Providers must not action a Provider Exit, due to failure to engage, while the Participant’s Income Support Payment is suspended under the Temporary Income Suspension.

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

All attempts at contact should be detailed by Providers in the comment section of the Department’s IT Systems. This information will be monitored by the department and may also be used by Services Australia if a participant lodges an appeal relating to a Temporary Income Suspension.

Contingency arrangements and the impact on the Temporary Income Suspension

When contingency arrangements are activated and Mutual Obligation requirements are suspended, all current Temporary Income Suspensions will automatically be lifted.

New Initial Interview Appointments made while contingency arrangements are in place will not be considered as part of the Temporary Income Suspension process.

Providers will need to book new Initial Interview Appointments for Participants following the reinstatement of Mutual Obligations for the Temporary Income Suspension process to apply. If the Participant fails to attend the new Appointment they will be suspended as per the usual process, with the 28 days commencing again. 

(Deed Reference(s): Clause 93, 95)

Participants with sensitive records (restricted access)

Participants with sensitive information in their records may be allocated to a Provider’s Caseload and the Participant’s contact details will not be visible. Services Australia will contact these Participants and if they wish to be serviced by a Provider, Services Australia will make a referral to the Provider. Participants will be required to provide their contact details to the Provider at the first appointment. 

• System step — Refer to Digital Solutions Support (Knowledge Base) - Managing Sensitive/Restricted Records in Employment Servicessign-in required (sign-in required) (KB0013282).

Participants with a history of serious incidents and Managed Service Plans

Provider staff can see the details of a Participant’s incident and Managed Service Plan (MSP) history in the Department’s IT Systems when they have a Pending status. Provider staff should review these details prior to scheduling an Initial Interview so they can implement appropriate interview safety measures to protect Participants and staff to improve engagement with the Participant. This may include implementing a proactive MSP limiting face-to-face servicing where appropriate.

For information on Servicing Participants with Challenging Behaviours, including Incident Reporting and Managed Service Plans refer to Part A: Universal Guidelines - Servicing Participants with Challenging Behaviours Chapter.sign-in required (sign-in required)

Commencing a Refugee in TtW

Under the Better Targeting of Support for Refugees measure, from 1 January 2020, newly arrived refugees receiving activity tested income support receive an exemption from mutual obligation requirements for their first 13 weeks after arrival in Australia.

After their initial 13-week exemption, eligible young people who are refugees will be referred to TtW and they must be Commenced and provided Services in accordance with the Deed. 

Note: The 12 month exemption from employment services under the Better Targeting of Support for Refugees measure does not apply to refugees Referred to or Commenced in TtW.

Once a Provider has determined that a young person is eligible to volunteer to participate in TtW, they must conduct an Initial Interview to Commence the Participant.

Eligible Group Two Participants should be Commenced as soon as possible after they have completed the Direct Registration Form and been registered (see Direct Registration Process). Group Two Participants are Commenced once the Provider has recorded the completion of their Initial Interview in the Department’s IT Systems and the Participant has agreed to participate in TtW Services.

A Provider may complete the Initial Interview at the same time as the Direct Registration Form or they may schedule it for a later date if that is the Participant’s preference.

If the Participant chooses not to start TtW Services during the Initial Interview, the Provider may Commence a Group Two Participant at another time if they later agree to participate.

Once a Participant is Commenced, the Provider must deliver TtW Services in accordance with the Deed.

Where a Group Two Participant does not attend the Initial Interview and has a valid excuse, the Provider must record this in the Department’s IT Systems and reschedule the Initial Interview with the Participant.

Where a Group Two Participant chooses not to Commence in TtW Services, the Provider must facilitate the Exit of the Participant from their pending Caseload, in the Department’s IT System (see the Period of Service, Suspensions, Transfers and Exits Chapter). The young person who chooses not to Commence in TtW may register for the Online Base Service in Workforce Australia Online through myGov or access local youth services.

(Deed Reference(s): Clause 90)

The Initial Phase is the first 4 weeks of a Participant’s Period of Registration from Commencement in TtW. The Initial Phase allows time for the Provider to build a positive relationship with a Participant and to assess the Participant’s skills and strengths. It allows the Provider to tailor their service to the Participant, taking into account any barriers or issues that may impact on a Participant’s ability to transition to sustainable Employment or undertake further Education.

During the Initial Phase for each Participant, the Provider must:

• conduct an Initial Interview,

• for Group Two Participants, conduct the Job Seeker Snapshot if the Participant does not have a current Job Seeker Classification Instrument (JCSI). See the Assessments Chapter for more detail on how to conduct a Job Seeker Snapshot, and

• assist the Participant to identify relevant Activities to take part in and record these Activities on the Department’s IT Systems.

Providers should work with Participants to identify their skills and capabilities, along with capturing relevant training or qualifications, employment history, and previous work experience in the Job Seeker Profile in the Department's IT Systems.

Through the Initial Phase, Providers should identify and record significant barriers and the associated interventions or Activities in the Capability Management Tool (CMT). This forms part of the TtW Provider Performance and Quality Framework. See the Performance Chapter for further information.

• System step — Providers must record Participant Barriers in the Capability Management Tool.

Note: Barriers may already be in the CMT, identified through an ESAt or added by the Participant. A Provider may use these barriers and does not need to replicate them as a Provider identified barrier.

Personal Events

Personal Events are a way for Participants to communicate times they have important commitments which could stop them from meeting a Mutual Obligation Requirement such as attending a Provider appointment. Providers should take into consideration any Personal Events the Participant may have when scheduling Provider appointments.

Providers and Participants can book Personal Events between 6am and 9pm up to 8 weeks in advance on the Workforce Australia app or website. This can be a one-off event such as medical appointments or recurring events such as school pick-up. (For additional information on Personal Events refer to the TtW System Steps Guide).

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 Electronic Calendar.

Note: For Principal Carer Parents (PCPs), the Department’s IT Systems already recognise the importance of school hours and therefore will not allow anything, including Personal Events to be scheduled before 9am or after 3pm.

(Deed Reference(s): Clause 94)

Initial Interview

Providers should be flexible and work with eligible young people to identify and schedule a suitable Initial Interview Appointment.

During the Initial Interview the Provider must:

• explain the Services the Provider will offer to them

• prepare or update a Job Plan, based on the initial assessment of the Participant's skills, strengths and circumstances

  Important: A Job Plan should be prepared for a Parent Pathways Participant in consultation with the Participant's Parent Pathways Provider and taking into consideration their Goal Plan activities.

• provide the Participant with details of the current National Minimum Wage including the special national minimum wage for Junior Employees, and the website and contact details for the Fair Work Ombudsman

• unless signed during Direct Registration, provide and ask the Participants to sign the Privacy Notification and Consent Form and ensure the Participant is aware of the types of personal information they may be required to provide and how this information will be used and disclosed (see the Part A Guidelines: Privacy Chaptersign-in required (sign-in required))

• explain the consequences of not participating appropriately in TtW Services:

• for Participants with Mutual Obligation Requirements, explain their rights and obligations under the Social Security Law, that their participation in TtW for 25 hours a week fully meets their Mutual Obligation Requirements (reduced for Participants with part-time Mutual Obligation Requirements, or who are a Principal Carer Parent), and the consequences of not meeting their Mutual Obligation Requirements

• for Participants with Disability Support Pension Recipient (Compulsory Participation Requirements), explain their rights and obligations under the Social Security Law and the consequences of not participating in accordance with their Job Plan.

See the Participant Requirements Chapter for further information.

• System step — When booking a Provider Appointment for a Participant, the Provider must:

• select the correct Appointment type and schedule the Appointment in the Electronic Calendar

• issue a Participant formal notification within appropriate timeframes, before the Appointment is scheduled to occur. Refer to the TtW Formal Notification Fact Sheetsign-in required (sign-in required) for notification requirements and additional information.

  System step — For detailed system steps on how to book appointment with Participants, refer to the Digital Solutions Support (Knowledge Base) – Employment Systems Task Cards – Calendar - Booking an Appointment (KB0016426).sign-in required (sign-in required)

  System step — Note: Timeslots must be equal to or greater than the default TtW Initial Interview duration time recorded in the Department’s IT Systems, for them to be visible to, and used by Services Australia, Workforce Australia Service Providers or the Department.

(Deed Reference(s): Clause 95)

Preparing for Appointments and conducting the Initial Interview

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

• are Transitioned Participants

• were Referred by Services Australia, the DSCC or a Workforce Australia Employment Services Provider

• Directly Registered for assistance, or

• were Referred by a Parent Pathways Provider.

A Provider must conduct an Initial Interview face-to-face, however under exceptional circumstances a Provider may choose to conduct an Initial Interview using modes other than face-to-face where this is agreed by the Participant.

For information on Face-to-face Service Delivery, including exceptional circumstances, refer to the Face-to-face Service Delivery section in the Part A: Universal Guidelinessign-in required (sign-in required). 

• System step — Where a Provider determines face-to-face servicing is not appropriate, a comment must be recorded in the Comments section of the Department’s IT Systems, outlining why it is not suitable for the Participant, including what other alternative solutions were explored prior to choosing non face-to-face delivery. Providers must update their reasons and record new comments as circumstances change. 

When the Initial Interview takes place in-person, the agreed location must be accessible, appropriate and safe for Participants (who may be as young as 15 years old), and Provider staff. Providers must not conduct Initial Interviews or other Contacts at a Participant’s home in any circumstance.

When preparing for the Initial Interview, Providers should contact the young person to determine if they have any special requirements, for example, if they need an interpreter. These requirements should also be accommodated in subsequent Contact Appointments. Further information can be found in the Interpreters and support persons section.

Humanitarian entrant (refugee) Participants may also be accompanied by their Humanitarian Settlement Program Case Manager who can provide advice on appropriate employment strategies and activities that can help the Provider to develop a suitable Job Plan. (Note that a Case Manager is not an interpreter, and the Provider must provide an interpreter to facilitate communication between the Provider and the Participant wherever necessary).

Note: A Parent Pathways Participant may choose to have their Parent Pathways Provider attend the Initial Interview with them.

(Deed Reference(s): Clauses 7, 89, 95)

Connecting the Participant’s profile to myGov and accessing Workforce Australia Online

TtW Providers must support Participants to register and use Workforce Australia Online for Individuals, for access to resources to improve their prospects of Employment, including online tools and information and Online Learning Modules.

As part of Commencing a Participant in TtW, or during the Initial Phase, the Provider should discuss with them whether the Participant has connected their myGov profile to the jobsearch website (workforceaustralia.gov.au/jobsearch) and if not connected, the Provider should support the Participant to do so. Connecting their profile will enable the Participant to use all the features of the online platform.

(Deed Reference(s): Clause 79.4)

A Group Two Participant may contact Services Australia and apply for Income Support Payments. Providers must recommend the Participant contact Services Australia online or call 132 850 if they would like to apply for Income Support Payments. The Participant should also advise Services Australia that they already have a TtW Provider to ensure this is taken into to consideration when Services Australia make a potential Group One Referral.

If the Participant has an existing Services Australia CRN the Provider should encourage the Participant to provide this to Services Australia when they apply. Providing the CRN upfront should avoid duplication of any records in the Department’s IT Systems.

Note: If a Provider identifies that a duplicate JSID has been created in error by Services Australia and actioned as a Referral, the Provider must log a request with Digital Solutions Support to resolve the duplicate JSID.

• System step — Refer to Digital Solutions Support (Knowledge Base) - Preventing, Identifying and Reporting Duplicate Participant Records (KB0013284sign-in required (sign-in required)).

(Deed Reference(s): Clause 90.4)