Chapter 4. Employer and Participant Servicing

Supporting Documents for this Chapter:

• Service Delivery Plan – Information for Providers delivering Workforce Australia Transition to Work Servicessign-in required (sign-in required)

TtW Providers must deliver high-quality, personalised, culturally appropriate and holistic Services for Participants and Employers within their Employment Region(s). A Provider’s Service Offer and strategies for delivering TtW Services in each Location they are operating in must be detailed in the Service Delivery Plan.

This Chapter provides information on Funded Places, Service Delivery Plans and the Employer and Participant Servicing expectations in the TtW Service.

(Deed Reference(s): Clauses 78, 79, 82.1)

Providers are allocated funded Places to provide Services to Participants under the Deed.

A Place may be occupied by one or more Participants, but not generally at the same time. A Place is not the same as a single Commenced Participant on a Provider’s Caseload, i.e. when a Participant is Exited from TtW, another Participant can occupy that Place.

Providers may have higher or lower numbers of Commenced Participants to allocated Places at any point in time due to labour market demands and the flow of Participants into and out of the Service.

Providers are expected to utilise a minimum of 90 per cent of their Places and may, on occasion, utilise more than 100 per cent of their Places. The Department reviews and adjusts Place allocations on a regular basis to ensure Providers have sufficient funding to service their Caseload.

Providers will be paid an Upfront Payment for each funded Place they are allocated in each Financial Quarter. See Provider Payments Chapter for further information.

(Deed Reference(s): Clauses 88.2, 136)

Service Delivery Plans communicate to Participants, Employers and other stakeholders the Services they can expect to receive from the Provider.

Providers must develop a Service Delivery Plan (Plan) for each Employment Region they service. The Plan must capture commitments made in the Provider's tender response (Service Offer) and outline the Provider’s strategies for delivering TtW Services.

Providers must ensure that copies of the Plan are available to Participants and Employers and are prominently displayed in all Sites. Plans will be published on the Workforce Australia website.

Not all commitments made in a Provider’s Tender can or should be incorporated into their Plan. The Provider and the Department will identify other key commitments that it considers are core to the Provider’s overall servicing strategy. These commitments will be monitored and assessed throughout the Deed period.

A Provider’s compliance with their Service Delivery Plan, the Service Guarantee, and Service Offer Commitments is an integral part of the TtW Performance and Quality Framework. See Performance Chapter for further information.

For more information about changing Service Delivery Plans and/or Service Offer Commitments throughout the Deed period, refer to Service Delivery Plan – Information for Providers delivering Workforce Australia Transition to Work Servicessign-in required (sign-in required).

(Deed Reference(s): Clause 82)

Participants

Providers must have regular contact with Participants and deliver high quality, personalised services. Services should engage Participants in a range of Activities that align with their aspirations and interests, and which meet their Participation Requirements.

Participants should understand the value of participating in the Activities and how participation helps them progress towards their education and employment goals. The overall engagement and delivery of Services to Participants should reduce the risk of them becoming or remaining long-term unemployed.

Providers have the flexibility to determine the type of Activities that best support the individual circumstances of each Participant. Activities, both vocational and non-vocational, should assist the Participant to address their individual barriers and help them progress toward employment. Providers should:

• work with each Participant to understand their goals and personal circumstances/barriers and develop strategies to help achieve those goals and actively manage or overcome associated barriers. This may require Providers helping Participants to develop goals and build their personal aspirations

• ensure Participants understand the range of Activities available, and that they can undertake an appropriate mix of individual, group and self-directed Activities that are aligned to their individual needs and goals

• tailor Activities and employment/education pathways for Participants to match current and emerging local labour market opportunities. Participant’s work readiness and employability skills should be developed in line with the needs of relevant industries that are likely to provide employment in their local area.

Providers must jointly develop a Job Plan with each Participant and keep it updated. This sets out the Services the Participant will receive, and the vocational and non-vocational Activities the Participant will undertake to improve their work readiness. Refer to Job Plan Chapter and Activity Management Chapter for more information.

(Deed Reference(s): Clauses 78, 79, 80, 92, 96)

Employers

Providers are expected to build relationships and deliver recruitment services to Employers. These services must be high quality, reflect an understanding of the needs of the Employer’s business and assist them to fill vacancies from suitable Participants on their Caseload. Providers should proactively approach Employers to raise awareness of how they can support their workforce strategies.

Providers must undertake activities to promote and market the abilities of individual Participants to Employers.

Providers have a range of Financial Incentives they can use to deliver a tailored response to an Employer’s needs, including training and preparing a participant to succeed in the business.

Providers must work with Employers and local industries to identify their future and current needs. This may include:

• arranging pre-employment soft skills development and training to equip the Participant with the skills the Employer needs. This includes accredited and Employer-recognised training to build the capability of the Participant

• helping to arrange an apprenticeship or traineeship to ensure the Participant develops the required work-integrated skills and experience

• arranging a work trial or work experience placement (including Observational Work Experience placements) to see if Participants are the right fit for the business and the available roles

• assisting with projects delivered by Workforce Australia – Workforce Specialists, Job Coordinators or the Department

• working with Employers to determine and articulate their needs and requirements in a way that can inform better matching and recruitment

• using available tools, such as a Youth Bonus Wage Subsidy, to encourage Employers to take on Participants by assisting with the costs of their hiring, onboarding and training

• providing Post-placement Support tailored to what the Employer and Participant need to sustain the young person in the job.

(Deed Reference(s): Clauses 78, 80, 81, 92, 108, 109)

Low Participant to Provider staff ratio

Providers must maintain a Participant to frontline staff ratio that matches or improves on the commitment made in their tender response (Service Offer). A low Participant to frontline staff ratio ensures Providers see and interact with Participants regularly and can respond to participant needs in a timely manner. A low Participant to Provider ratio also ensures the Provider has the resources to source and arrange a range of tailored Activities that are suitable for each Participant.

The Department monitors both Participant to frontline staff ratios and the active servicing of Participants. Refer to Performance Chapter for more information on the TtW Performance and Quality Framework.

Vocational assistance

Many young people are unfamiliar with the types of jobs that align with their skills and interests and what different types of jobs involve. Providers must work with Participants to help them understand their strengths and the types of work for which they have an aptitude and that they can realistically secure.

Providers must work with each Participant to identify and address any Vocational Barriers that prevent them gaining Employment or undertaking suitable vocational training. It is expected that Providers help Participants into work that is rewarding and meaningful for the young person and provides opportunities for progression. This may include helping Participants:

• understand local occupations or industries in demand, both now and into the future, along with the type of experience and qualifications needed for entry level opportunities in these businesses

• build their aspiration and confidence about the jobs they can achieve and understand career pathways

• develop resume writing, job applications and job interview skills

• obtain proof of identity documentation

• improve their employability skills, such as the ability to work in a team, their communication skills, motivation and reliability and willingness to work

• address barriers such as language and literacy issues, for example through referral to Skills for Education and Employment (SEE) or the Adult Migrant English Program (AMEP)

• improve their digital literacy or financial management skills

• undertake work experience placements

• undertake targeted training, to gain appropriate licences and qualifications, such as a driver’s licence, Responsible Service of Alcohol, Forklift Licence, White Card or First Aid Certificate

• identify labour markets in other locations that may have jobs available in industries they want to work in and provide them with the support, including through Relocation Assistance, should they need to relocate.

(Deed Reference(s): Clauses 78, 79)

Non-vocational assistance

Providers should seek to establish trust-based relationships with Participants to support the disclosure of Non-vocational Barriers that require intervention and assistance. Non-vocational Barriers are sensitive and often impact the ability of the young person to engage in TtW and participate in Activities. Non-vocational Barriers may include:

• homelessness

• physical ill health

• mental illness

• drug or alcohol addiction

• trauma from sexual abuse or violence and physical or mental abuse

• limited transport options, economic disadvantage, and lack of family support.

Providers must support each Participant to address any Non-vocational Barriers they may have. Non-vocational support underpins the Participant’s wellbeing, participation in TtW, related services and Activities, and their ability to engage in the labour market.

Where Participants with Non-vocational Barriers are engaging in employment or education, Post-placement Support should be provided to ensure these challenges are able to be managed. Failing to address these issues leads to increased risks that Participants could become long-term unemployed.

Addressing Non-vocational Barriers may include helping Participants connect with local:

• social support services, such as housing, domestic violence, crisis/trauma or legal services

• general practitioners (doctors)

• peer support services and social groups

• cultural or counselling services

• health services, such as drug and alcohol treatment

• mental health services, for example Headspace.

When referring a Participant to non-vocational services, Providers should provide personalised assistance to help the Participant connect to the service. This may involve, for example, making a phone call and booking the appointment with the Participant, asking the Participant if they know where the appointment is and if they need assistance to attend the appointment, and following up with the Participant in a non-judgemental manner to see if they attended the appointment or if they need help to make another booking. Developing relationships with community organisations that provide Non-vocational services will support these personalised referrals (see Locally Connected).

Mental health is inextricably linked to young people’s resilience and capacity to find and sustain employment, and mental health related issues are prevalent among young people. Providers must develop an integrated and coherent response to mental health and suicide prevention support. Providers should recognise that all interactions with Participants should be delivered in a manner that recognises that every Participant could be experiencing mental health challenges, even if they have not been disclosed.

Mental health supports could include creating an environment where young people feel safe and supported, ensuring Participants have a contact to talk to in difficult times, supporting personalised referrals to mental health services in their local communities and providing quality mental health services directly to young people (such as providing access to a qualified mental health expert).

(Deed Reference(s): Clause 123)

Maintaining a dedicated Youth Space and Self-help facilities

Providers must ensure they have a dedicated Youth Space for TtW Participants. This should be a welcoming and youth friendly area, where Participants feel safe and comfortable. This may include:

• a separate room where the Provider and the Participant can have a private conversation

• partitions separating areas, or

• a safe space that only young people and specialist Provider staff can access.

Providers should consider providing Participants with the opportunity to have an active and on-going role in creating and maintaining the youth friendly space.

Providers delivering services, in addition to TtW, at the same Site should maintain a clear delineation between those services.

Providers must also ensure that at each Site, they make available a range of Self-help Facilities to support Participants in accessing career and training information and undertaking job search activities. This can include personal computers (or similar devices) with broadband internet connectivity, printers, Wi-Fi access, charging stations, reference material and brochures. These must be provided at no charge to Participants.

(Deed Reference(s): Clauses 6, 103)

Supporting Participants after they are placed in a job or education

Providers must provide regular Post-placement Support for Participants, Employers and education organisations.

Providers must maintain contact during the Job or Education Placement to ensure the Participant is settling in and any issues are identified quickly and addressed. The frequency of contact and the length of time over which the contact is maintained should reflect the needs of the Participant and Employer or Education provider, and how well the Participant is adjusting to the placement. Particular care should be taken to ensure Participants with Non-vocational Barriers are supported.

(Deed Reference(s): Clause 108)

TtW is a national service with flexibility to operate effectively in, and be tailored to the needs of, local communities and labour markets. Providers should have a detailed and current knowledge of their local labour market and maintain strong connections with local businesses, Employers and training providers, and collaborate effectively with locally available services, including:

• a wide range of community and social support services

• Providers must connect and refer Participants to local community service organisations, support services and programs based on their individual needs. Community service organisations and support programs promote, provide and carry out activities or projects for the benefit or welfare of the community. They include services targeted at meeting the needs of community members, such as assistance with find housing, counselling services, drug and alcohol services, and parenting programs. A Provider should provide personalised help to Participants to access and navigate the range of different government and community support/services available (see Non-vocational assistance).

• schools and other education and training institutions

• TtW is designed to support young people who have experienced difficulty transitioning from Education to Employment. Providers must build and maintain strong connections with a range of local education and training institutions to identify opportunities to help Participants transition from school and develop the skills and qualifications they may need for sustainable employment.

• Providers are expected to develop and maintain close connections with local schools to ensure they understand the purpose and benefits of TtW for students who may be disengaged from school.

• Employers and industry associations

• Providers are expected to understand current and future local labour market conditions and the current and future needs of local Employers and Industry. This understanding should inform the Activities, Education and Training opportunities offered to Participants to ensure their skills and employment pathways align with the emerging needs of the local labour market or another identified labour market the Participant can access.

A Provider’s strong connections with the above community stakeholders help Participants be aware of and navigate a wide range of services that can assist them in pursuing their goals. It also helps the Participant to see themselves as a valued part of, and contributor to, their community and gives Providers additional resources to leverage for the benefit of Participants.

Providers should build and maintain a network of local industry groups and Employers to ensure strong business connections the Provider can leverage to:

• identify, or be made aware of, local job opportunities

• monitor local labour market conditions for new businesses or emerging industry opportunities

• effectively plan for the likely future state of the labour market. This may help Employers deal with supply and demand challenges or industry growth trajectories

• build employer and industry confidence in the Provider’s service and the Participants who are looking for work

• address areas of skill shortage and boost the productive capacity of the youth workforce

• promote jobs fairs.

(Deed Reference(s): Clauses 78, 81)

Local Jobs Program and Workforce Specialists

Providers should also proactively connect with and leverage the Local Jobs Program and Workforce Specialists in their local region. This may include referring Participants to Local Jobs Program Activities or Workforce Specialist Projects. To engage with the Local Jobs Program, Providers should contact their local Job Coordinator. Refer to Local Jobs Program Chapter and Activity Management Chapter for further information.

(Deed Reference(s): Clauses 118, 119)

TtW is a voluntary service, and Participants and Employers must perceive the service as adding value in order to continue engaging. Providers should have clear strategies for seeking feedback from Employers and Participants about how they perceive the service and how it could be improved, and processes for iteratively improving services.

Providers must consider the needs of Participants and Employers when delivering Services to ensure they receive the best service possible. This may include:

• engaging with Participants and Employers on the Provider’s service delivery design and engagement strategies

• trying innovative approaches to bring Employers and Participants together and iterating on them to continually improve their effectiveness, for example through social events

• helping Employers to attract and employ young people so they can harness the skills and perspectives they bring

• working together with other TtW Providers to meet the needs of an Employer with a coordinated and streamlined service, where relevant, e.g. where an Employer has a larger scale recruitment/higher volume need

• sharing experience and knowledge with other Providers and relevant stakeholders

• collaborating with community, employers and industry to develop opportunities.

TtW has a non-competitive service delivery model with only one Provider operating per Location. This supports Providers to develop a strong collaborative approach with local Employers and industry representatives, other TtW Providers in different Locations, providers of local community and support services and other stakeholders.

Providers are expected to share best practices, experiences and learnings with other TtW Providers about what works to engender the most useful forms of engagement with the range of Complementary Programs and services, along with the most effective strategies for creating outcomes that benefit Participants and Employers. Providers are encouraged to consider developing a community of practice with other Providers, holding regional forums/ meetings, and organising joint training or information sessions for Participants.

Genuine engagement of youth in Provider decision-making processes and service delivery design fosters stronger involvement from young people. It gives young people an opportunity to build new capabilities and skills, makes them feel valued and increases their sense of responsibility. Many Participants may not be equipped or confident enough to engage with Providers at this level, and Providers are encouraged to build the capability of Participants to provide feedback and represent their views. Providers must be committed, and support young people, to participate in considered and meaningful ways to shape the design and on-the-ground delivery of their TtW Services, for example, through hosting Participant representative forums or involving Participants in governance processes.

Providers should ensure youth consultation and engagement is done in a way that is appropriate for the Service and for young people.

(Deed Reference(s): Clause 78)

Providers are expected to embed a culture of continuous improvement in their organisation to:

• foster innovation and ownership from their staff

• ensure Participants receive the best possible support to gain and retain suitable Employment or participate in education and training

• ensure Employers and industry bodies receive the best possible support to meet their workforce requirements.

Providers are able to demonstrate continuous improvement through evidence of a culture of monitoring and responding to Participant and Employer feedback by:

• engaging in ongoing staff professional development to encourage learning and innovation

• extending their network of positive and proactive relationships with stakeholders,

• incorporating in their service delivery the ability to foresee and plan for Caseload changes and future labour market needs.

(Deed Reference(s): Clause 78)