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Statement of Requirements Exposure Draft of Employment and Related Services Chapter 11
11.1.1 Access to DEWR’s IT systems 11.1.2 Identity and access management 11.1.3 High bandwidth internet connectivity 11.1.4 Printing 11.1.5 Access to the internet 11.1.6 Information technology support 11.1.7 Information technology costs 11.4.1 Job Placement Services 11.4.2 What is the Job Placement service? 11.4.3 Who can be assisted? 11.4.4 What is a payable outcome? 11.4.5 Outcome requirements for different placement types 11.4.6 Placement types 11.4.7 What is a bonus payable outcome? 11.4.8 Job Placement Fees 11.4.9 What are the profiles?



11.4.10 Some outcomes are non-payable 11.4.11 Are all vacancies acceptable? 11.4.12 Some vacancies are ineligible 11.4.13 Are there any conditions? 11.4.14 Applying for a Job Placement Licence

11.3.1 Your Job Network Service Guarantee





11.1.1 Access to DEWR’s IT systems
Service providers to DEWR are required to have access to and use a number of internet based web sites and transactional systems. For optimum performance, service providers will require the following to access and use DEWR IT systems: • a personal computer running Microsoft XP with a recommended minimum 1.5GHz processor (i.e. CPU), 256MB of memory and 16 bit (1024x768) graphics and internet connectivity that provides broadband capacity for every concurrent user (with a recommended minimum of 128Kbs bandwidth per concurrent user). Providers will be required to use the online identity and access management tool to obtain User IDs to manage their employees’ access, including the management of passwords, access roles and staff profiles. Providers will be required to keep all identity records current and to terminate staff access promptly on separation. Providers will be required to nominate Security Contacts to use the online identity and access management tool to manage system access for staff. To perform the full range of tasks, Security Contacts will be required to authenticate with their User ID and a DEWRprovided smart token device. DEWR prohibits the sharing of User ID and/passwords between individuals, and service providers will therefore need to put appropriate procedures and policies in place to prevent members of staff using another person’s User ID and password. Where staff members share a personal computer they must ensure that they exit DEWR systems before relinquishing the computer to a colleague to log into DEWR systems. The Information Privacy Principles described in the Privacy Act 1988 that apply to DEWR will also apply to employment and related service providers under the Contract for 2006–2009. Service providers must, therefore, ensure that all reasonable steps are taken to safeguard the confidentiality of contractual and participant details that are accessible through the DEWR systems. DEWR requires service providers to install a secure operating system on all personal computers that have access to DEWR systems. The security controls in the operating system must safeguard the data that is stored on the personal computer’s disk drive from being read by unauthorised personnel. The operating system must also prevent unauthorised personnel from accessing software on the personal computer that would facilitate access to confidential data. It is recommended that service providers install Microsoft Windows XP Professional Edition as the base configuration for personal computer operating systems where DEWR systems are to be accessed. Service providers who believe that an alternative system can deliver the same level of security controls and functionality may request approval from DEWR to use the alternative system.


Note that the optimal personal computer configuration for a specific environment will be influenced by the number and type of applications that will be run at the same time as DEWR applications. If staff intend to run other applications such as Word or email at the same time, it is recommended that the personal computers have at least 512 Mb of memory and a 3GHz processor, and preferably a 64Mb (or larger) graphics card. Services provider organisations that tender successfully, and each of their outlets, will be automatically registered on DEWR IT systems.

11.1.2 Identity and access management
Successful tenderers will be required to take reasonable steps to secure the confidentiality, integrity and availability of the DEWR system and the information within it. At the beginning of the Contract for 2006–2009, providers’ staff will be required to authenticate to the DEWR system with their User ID and a password. DEWR reserves the right to introduce alternative systems of authentication during the contract. In the event DEWR introduces alternate authentication technology, it will serve successful tenderers with 180 days notice. Each user required to perform DEWR transactions must have their own User ID and password to access the DEWR systems. It is the responsibility of each services provider to ensure their relevant staff are issued with a DEWR User ID and password.


11.1.3 High bandwidth internet connectivity
For optimal performance, service providers’ staff will need high bandwidth access to the DEWR systems. It is recommended that a minimum bandwidth of 128KB per concurrent user is available. A broadband connection will be required in a provider’s site(s) where JobSearch kiosks are being hosted. The funding provided for kiosk connectivity will allow for future growth of kiosk traffic. In the meantime, any excess bandwidth on this connection can be used by a provider for other access to DEWR systems. However, traffic associated with the kiosks will have priority on this connection. The current excess bandwidth of this service may not be sufficient for all service providers’ needs and may require increasing at the expense of employment services providers. If service providers have their own computer network, they may prefer to arrange a single network connection to DEWR’s system rather than individual connections in each of their sites. However, a broadband network connection will still be required in each of the sites to support JobSearch kiosks.

To enhance communication, DEWR will establish a mailing list to disseminate information. It is mandatory that service providers have email accounts accessible via the Internet for appropriate staff, with at least one account for each site. ISPs can provide information about obtaining email services. DEWR reserves the right to use email for serving notices on service providers.

11.1.6 Information technology support
Help desk
The following information technology support services are available: • • initial security and connection, registration and subsequent changes, resets and troubleshooting and help desk facilities.

Access to these services is available for the cost of a local call to 1300 305 520. Other help desk facilities will be provided by the approved supplier to support kiosks and by Telstra to support broadband kiosk connectivity and employer telephones.

11.1.4 Printing
DEWR systems have been designed to minimise the information that service providers will need to print. Whenever possible, information to be printed will fit within a single screen display. Service providers will need to have access to a printer that is locally connected to their personal computer or accessible via their office local area network. It is the responsibility of the service provider to provide equipment capable of printing from DEWR systems. The choice of equipment is up to each service provider.

Information technology training
DEWR will provide service providers with training on DEWR transactional systems. The training will be delivered via an online Learning Centre and IT Classroom and include self paced learning modules and the use of a training data base. The material will be made available through the internet support site.

Employment Services Network internet support site
The provider chapter of DEWR’s ECSN internet support site is an important source of systems-related information, including: • training materials information bulletins hours of availability system changes required forms and frequently asked questions and answers.

11.1.5 Access to the internet
Access arrangements
To obtain full access to the internet, service providers will need an internet service provider, or ISP (access to the internet is separate from access to DEWR systems). ISP charges for full internet access will normally depend on use.

• • • • •


The internet support site will allow access, in the same manner as that provided for access to DEWR systems to a number of services restricted to authorised service providers, notably: • • DEWR system-related reports and materials of a sensitive or privileged nature, such as bulletins, departmental instructions and payment schedules.

constant review and if all changes will be communicated in advance to providers.

11.1.7 Information technology costs
Service providers will be required to meet the cost of: • • • all ISP charges acquiring and installing any equipment (hardware and software) described in this section and any alternative network solution proposed by the provider.

These services will only be accessible to service providers who have been granted access through a User ID and password. All access to DEWR’s systems is logged, and service providers will be required to enter a valid User ID and password in a secure login process before the pages will display. The sites are presently available from 8.00 am to 10.30 pm EST, Monday to Friday except public holidays, and 9.00 am to 1.00 pm EST on Saturdays. The hours of access are under

Internet charges are a matter for negotiation between each service provider and their ISP. Service providers are responsible for providing the equipment they will use, as DEWR will not provide any equipment. All help desk services can be used for the cost of a local call.


At all times our priority is to assist clients to achieve the best outcomes. We will deliver services and programmes to clients to the best of our ability and with adherence to contracted requirements, service guidelines and relevant participation requirements. We operate the services and programmes we deliver in a manner that: 1. Upholds the integrity and good reputation of the services and programmes by: • • • acting with honesty, due care and diligence behaving ethically and professionally, and being openly accountable for our actions avoiding any practice or activity which could reasonably be foreseen to bring the services and programmes into disrepute and complying with all relevant Australian laws, including privacy, fair trading, trade practices and anti-discrimination laws. • • 3. Is accurate and relevant by: • • • providing ongoing assistance to clients for the duration of our service to them providing information about programmes or services that may assist them to achieve the best outcome ensuring that we have premises and facilities appropriate to deliver services with privacy and dignity ensuring that the information we collect about clients is relevant and necessary and is kept confidential tailoring assistance to clients with consideration of their individual needs and relevant participation requirements and demonstrating flexibility in service delivery as clients’ circumstances change.



4. Is communicated clearly and effectively by: • ensuring that clients are aware of their rights and obligations providing information to clients with a disability in accessible format providing timely feedback and information to clients about decisions we make that could affect them and providing clients with access to relevant records we have about them, on request.

2. Demonstrates our commitment to clients by: • being supportive and helpful to clients: in their pursuit of employment in their efforts to improve their employment prospects, including education and training – while they undertake their mutual obligations – while they undertake voluntary or community participation or – while they stabilise their life situation and overcome personal and societal barriers to community participation. • • • • focusing our assistance to help clients to achieve the best outcome treating clients fairly and with respect considering clients’ individual circumstances and backgrounds and ensuring cultural sensitivity in dealing with indigenous clients – including advocacy where appropriate and – delivering assistance in accordance with service guarantees. • • • • •

5. Encourages feedback without prejudice by ensuring that: • • we have a complaints process of which clients are made aware staff seek and appropriately respond to clients’ feedback with the aim of continuously improving services staff support clients when resolving any issues or concerns they may have and we advise clients of the free DEWR Customer Service Line.


11.3.1 Your Job Network Service Guarantee
You will receive ongoing employment services provided by your preferred Job Network member. These services will be culturally sensitive to your circumstances and background as well as tailored both to your needs and available job opportunities. While you are unemployed, your Job Network member will: • • • • provide you with job vacancy information and job search facilities through JobSearch kiosks advise you on job search techniques, career options, employment, training programmes and other services give you feedback on job interviews they arrange for you and help you to meet your Preparing for Work Agreement obligations while you are looking for work. If you have been unemployed for more than three months and are receiving Intensive Support services, your Job Network member will also: • • assess your skills, experience and capabilities and with you, develop a Job Search Plan to help you get work help you to improve your job search skills by giving you intensive Job Search Training and additional support to help you make better job applications and contact you regularly, at least every 3 months and more frequently if you have been unemployed for more than 12 months.

• •

Subject to your needs and eligibility, your Job Network member may also provide: • help with access to employment and training programmes, counselling, work experience and other services more intensive job search activities and work preparation with fortnightly contact to help you into a job interpreter services, travel assistance (if you are referred to a job interview by your Job Network member) and other services and support while you are settling into your new job.

• •

From starting with your Job Network member, the services will include: • • • • recording your skills and experience on JobSearch—the automated job matching service immediate access to messages about job matches through JobSearch and establishing a password so you can access your personal page and job matches on JobSearch help with new facilities available to you on JobSearch, such as email, SMS, telephone message bank and your personal page on JobSearch.


If you are not satisfied with the service you have received, you should first raise this with your Job Network Member. If you are still not satisfied, call the Customer Service Line on 1800 805 260. You will speak to a Customer Service Officer from the Department of Employment and Workplace Relations in the capital city of the State you are calling from. The Department of Employment and Workplace Relations is responsible for monitoring Job Network members. They will endeavour to resolve your concerns quickly and fairly.


• record on DEWR’s information systems the: − placement date within 14 days after the placement date − verification of any payable outcome, and any bonus date, within 28 days after the placement date − verification of any bonus payable outcome within 28 days after the bonus date and • make claims for payment and submit invoices through DEWR’s information systems within six months after verification.

11.4.1 Job Placement Services
Job Placement Licences currently expire on 30 June 2006. Existing active Job Placement Licensees will be invited, at DEWR’s discretion, to extend their licences until 30 June 2009. Job Network members (JNMs) and Harvest Labour Services (HLS) providers will continue to have Job Placement Licences issued as a condition of their contracts. From 1 July 2006, successful employment service providers for Job Network (JN) and HLS will be automatically issued with a Job Placement Licence. Licences will continue to be issued to other organisations on an ongoing basis, as applications are received.

11.4.3 Who can be assisted?
Job Placement aims to assist registered job seekers. To be eligible for Job Placement assistance, job seekers must have registered as a job seeker at either a JN agency or at Centrelink. Job seekers obtain a Job Seeker ID (JSID) when they are registered. The JSID identifies whether the ‘registered job seekers’ are either: Fully Job Network Eligible Job Seeker (FJNE)—a person who is specified by DEWR as a Fully Job Network Eligible Job Seeker Fully Job Network Eligible Job Seeker is a person who is identified by Centrelink or other relevant organisation on DEWR’s information systems as eligible for the full range of JN Services. Generally these job seekers are in receipt of unemployment benefits or are supported by the Australian Government through some other form of income support. The highest Job Placement Fees are paid for outcomes involving Fully Job Network Eligible Job Seekers. Or Job Search Support Only Job Seeker (JSSO)—a person who is specified by DEWR as being a Job Search Support Only Job Seeker Job Search Support Only Job Seeker are unemployed job seekers who are registered for JN services, including access to Job Placement and who get assistance to develop a vocational profile and résumé. These job seekers are working less than 15 hours per week, are not in full time education and have a legal right to work in Australia. While these job seekers are unemployed they generally are not on income support. They register through Centrelink or a JNM. People already employed or engaged in full-time study can register as a Job Search Support Only (JSSO) Job 219

11.4.2 What is the Job Placement service?
Job Placement, through the use of Australian JobSearch (, is focused primarily on meeting the recruitment needs of Employers to ensure an increasing and diverse range of employment opportunities are available for registered job seekers. Key objectives of Job Placement are to: 1. Expand the range of opportunities available to Australian job seekers while meeting the recruitment demands of Australia’s diverse industries. 2. Encourage recruitment organisations to consider providing opportunities to job seekers with labour market barriers whom they may not otherwise have considered. Job Placement is not intended to provide the sole income stream for licensed organisations. Rather, it provides existing recruitment businesses with incentives to consider registered job seekers in their recruitment process. Job Placement primarily focuses on meeting the recruitment needs of employers, which in turn provides the opportunity for registered job seekers to gain employment through access to a large number of diverse vacancies. Job Placement Organisations must: • Canvass employers and/or host organisations for vacancies and/or assignments that are with entities other than the provider’s own organisation lodge all non-executive vacancies on Australian JobSearch match, screen and refer suitable registered job seekers to vacancies or assignments

• •

Seeker if they are looking for an apprenticeship/traineeship only. Job Placement Organisations, with a job seeker’s permission, can identify the job seeker’s eligibility by accessing DEWR’s information systems.

eligibility. Refer to Table 1 below for outcome requirements for different job seekers. Job Placement Fees range from $165–$385 depending on the eligibility status of the job seeker.

11.4.4 What is a payable outcome?
Job Placement Fees will be paid when a Registered Job Seeker is placed into a vacancy that: • • has been advertised on Australian JobSearch; and the job seeker completes a minimum of 15 hours paid employment over no more than five consecutive working days. This varies depending on the job seeker’s

11.4.5 Outcome requirements for different placement types
This table outlines the outcome requirements that must be met in order for your organisation to achieve a Job Placement Fee. The requirements change depending on the type of job seeker that you are servicing and the placement type.

Table 1—Outcome requirements
Job seeker type Placement type Registered job seeker Restricted work capacity or job seeker with a disability Parenting Payment recipient

Other entity placement

15 hours paid employment within 5 consecutive working days

8 hours paid employment within 5 consecutive working days

10 hours paid employment within 5 consecutive working days

Related entity placement

30 hours paid employment within 10 consecutive working days

16 hours paid employment within 10 consecutive working days

20 hours paid employment within 10 consecutive working days


11.4.6 Placement types
Other entity—placement of a job seeker into a job with an employer that has no association with your Job Placement service. Related entity—placement of a job seeker into a job with an organisation that has a legal association or shared ownership with your JPO. This also includes organisations that have influence over your organisation or vice versa. The test for related entity always applies wherever the job seeker performs the work.

11.4.9 What are the profiles?
Profile 1 states that 70 per cent or more of paid placements must be for FJNE job seekers and Profile 2 states that 70 per cent or more of paid placements must be in organisations not related to the placing JPO. If the percentage of placements of FJNE Job Seekers drops below 70% of the total paid placements, potential claims are ‘banked’, this is, they are kept on the system for six months during which time you will need to make a claim when the FJNE profile is 70% or higher. This also occurs when the percentage of ‘other entity’ placements falls below 70% of the total paid placements. These profiles are measured at the organisational level, so if your organisation has multiple sites, each placement made in these sites contributes to the profile.

11.4.7 What is a bonus payable outcome?
DEWR will pay an additional fee for placing a FJNE Job Seeker into employment that provides a minimum of 50 hours paid employment over no more than 10 consecutive working days. This period must begin within 28 days of placement. It can include the initial hours claimed for the payable outcome.

11.4.10 Some outcomes are non-payable
DEWR will not pay an outcome fee for the following types of placements: • serial placement—a job seeker cannot be placed by the provider with the same employer or with a related entity more than four times in any 12 month period following the first placement of that job seeker by the Provider. multiple claims—more than one claim, by one or more Job Placement licensees, for a payable outcome or a bonus payable outcome in respect to the completion by a registered job seeker of the same period of work. job splitting—means the splitting of a vacancy or an assignment into a number of vacancies or assignments in order to maximise bonus payable outcomes or payable outcomes. found own employment—means that a registered job seeker has obtained work in a vacancy or assignment without: (i) an employer or host organisation first notifying the provider of that vacancy or assignment and (ii) the provider first screening, matching, referring and placing the registered job seeker in that vacancy or assignment. • double funding—where a fee is paid for providing the same service from DEWR or another public sector funded body.

11.4.8 Job Placement fees
Job Placement organisations will be paid a Job Placement Fees based on the payment structure below. Payable Outcome type Job Placement Fees (including GST) $165


Verified placement of job seekers who are JSSO

• $275 •

Verified placement of job seekers who are FJNE

Verified placement of job seekers who are FJNE and who have an unemployment duration of greater than 12 months or are identified as highly disadvantaged


Bonus payment for the placement of job seekers who are FJNE into employment that provides a minimum of 50 hours paid employment within 10 consecutive working days



11.4.11 Are all vacancies acceptable?
There are some vacancies that are classified as unacceptable because they could bring the employment services market and Australian JobSearch into disrepute. Some examples of vacancies that would be considered unacceptable are those that: • • • • are of a discriminatory nature involve illegal activity involve nudity or work in the sex industry contravene Australian Government, State or Territory legislation.

recording job seeker placement information. Job Placement organisations are required to lodge all their non-executive vacancies1 on Australian JobSearch. Vacancies advertised on Australian JobSearch will be available for public display through the Australian JobSearch website and the fleet of Australian JobSearch touch-screen kiosks located in JN and Centrelink sites. DEWR will monitor the appropriateness of vacancies, and the levels of activity of providers. Any concerns about these will be raised by DEWR with the Job Placement organisations concerned. Job Placement organisations will be expected to address any issues raised.

DEWR reserves the right to remove from Australian JobSearch vacancies that contravene the Australian JobSearch terms and conditions. DEWR also reserves the right to remove or suspend Job Placement organisations’ access to Australian JobSearch where major breaches occur.

Documentary evidence
Job Placement organisations are required to keep documentary evidence to demonstrate that they have delivered the Job Placement services for every outcome claimed. DEWR operates various monitoring processes to ensure that information input into its systems are accurate and that only valid claims are paid. Fees are recovered where DEWR considers that there is insufficient evidence to support a claim. Legal action may also be taken against providers in serious cases.

11.4.12 Some vacancies are ineligible
There are some vacancies for which DEWR will not pay a Job Placement Fee: • • • • • • • • • • • • • • • vacancies within the Job Placement’s own organisation vacancies for which the wage is directly paid by Community Development Employment Projects vacancies where the registered job seeker is engaged in overseas employment commission-only vacancies upgrades/promotions of existing employees/positions school-based traineeships/apprenticeships voluntary work and Community Work placements unpaid work training courses self-employment opportunities New Enterprise Incentive Scheme placements Work for the Dole placements Green Corps placements work experience whether paid or unpaid and vacancies that consist of more than one assignment with different host organisations or assignments that have previously been counted towards another vacancy.

Code of Practice
All organisations licensed to deliver Job Placement will be required to agree to comply with the Job Placement Code of Practice.

Organisations need insurance cover that includes commercial general liability insurance (formerly public liability) to the value of $10 million.
1 Executive Vacancies are positions that play a key role in determining the strategic direction and policies of an organisation, in line with both legislation and public policy. Such positions have responsibility for the establishment, interpretation and implementation of policy in economic, social, technical, legal and other areas and for the management and direction of functional units, often through other managers, to deliver the financial and broader organisational objectives. Most executives have a level of skill commensurate with a bachelor degree or higher qualification or at least five years relevant experience.

11.4.13 Are there any conditions?
Vacancy lodgement
Australian JobSearch is used for advertising vacancies and 222

Legislative requirements
Job Placement organisations are required to comply with the provisions of any relevant legislation and other requirements of any Australian Government, State, Territory or Local Authority, including any requirements regarding the licensing of employment agents.

Centrelink or commercial internet-based job boards or other databases where the full range of Job Placement services in not delivered. All organisations seeking to be licensed to deliver Job Placement services are required to address the guidelines for assessment as part of your application. The guidelines set out the minimum requirements for organisations applying for a Job Placement Licence and the criteria for assessing applications and are available from DEWR will assess your demonstrated capacity to deliver a Job Placement service using these guidelines. DEWR only accepts applications from organisations that can demonstrate that they satisfy the minimum requirements outlined in the guidelines for assessment. In addition, an applicant may not be granted a licence if you intend to make less than 50 paid placements per annum. Once licensed, a Job Placement Organisation must at all times be an active provider. Applications for Job Placement services will only be accepted using the electronic form included in the Job Placement Licence Application Pack. If you are interested in receiving an application pack, please email your contact details and postal address to More information on Job Placement services is available from

Information technology
Job Placement organisations are required to transact with DEWR’s IT system. Job Placement organisations must have a personal computer with internet access. Job Placement Organisations use the secure area of Australian JobSearch to lodge their vacancies online, record referrals and placements, verify outcomes and claim placements for the placement of Registered Job Seekers. No funding will be available for the establishment of computer-based infrastructure for Job Placement organisations.

11.4.14 Applying for a Job Placement Licence
If you are an established recruitment business that has been in operation for at least twelve months and has a proven track record of placing eligible job seekers into your vacancies then you should apply for a Job Placement Licence. DEWR will not licence employees and agents of DEWR and


Aboriginal Study Assistance Scheme. Abstudy helps Indigenous Australians who want to stay at school or go on to further studies. A plan of the services, activities and interventions developed by the provider and participant to address each of the participant’s identified non-vocational barriers. The Action Plan is agreed to by the participant and the PSP provider. The set of changes announced by the Commonwealth in the 2002–2003 Federal Budget to improve Job Network services. See also Continuum. An agreement developed between the participant and Centrelink or the participant and their provider. For those participants who are on Newstart Allowance or Youth Allowance, the activity agreement commits them to meet their activity test obligations under the Social Security Act 1991. The activity agreement sets out the activities the participant will undertake in the foreseeable future to improve their prospects and find sustainable employment. It also sets out the assistance and opportunities being provided to the participant to help them prepare for work and the requirements for the job seeker to take up that assistance. See also Newstart Allowance Activity Agreement, and Youth Allowance Activity Agreement.

Action Plan

Active Participation Model (APM) Activity Agreement

Australian JobSearch touch-screen kiosks

An internet based public access terminal enabling the recording, printing and matching of résumés to jobs and providing comprehensive information about employment and training. The Austudy payment is the income support payment for eligible students aged 25 years and over who are undertaking an approved full-time course at an approved institution. Action taken after the participant fails to comply with relevant requirements of the Social Security Act 1991. It may result in reduction or termination of payments to a participant receiving Newstart Allowance or Youth Allowance. The share of participants a tenderer will be contracted to service. Carer Payment is an income support payment for people who are unable to support themselves through participation in the workforce while caring for someone with a disability, severe medical condition or who is frail aged. A statutory body within the portfolio of the Minister for Department of Human Services. It acts as a gateway for people seeking to gain access to Commonwealth services, including services of DEWR, the Department of Family and Community Services and Department of Education, Science and Training.



Business level Carer payment



Code of Practice

A framework for the delivery of high-quality continuously improving employment and related services to all participants and employers which acts as a consumer protection measure for job seekers and a mechanism whereby inadequacies or problems in the delivery of employment and related services by providers can be identified. The Community Development Employment Projects (CDEP) Programme is an Australian Government funded initiative which provides unemployed Indigenous people with activities designed to meet community needs and which develop participant’s skills and improve their employability in order to assist them to move into employment outside the CDEP. For more information see

Community Development Employment Projects (CDEP) programme

Community Work

Unpaid work with a volunteer organisation that contributes to a person’s community, helps build their skills and helps get them ready for paid work. People can meet their Mutual Obligation requirement by electing to undertake approved Community Work. Organisations contracted by the Commonwealth to manage Work for the Dole activities and participants and to administer Community Work placements. Represents the documents relating to complaints received by the organisation. Complementary programmes are Commonwealth, state or territory governmentfunded employment and training programmes which may be accessed by employment services providers to provide additional, specialised assistance to job seekers. The completion by a job seeker of 26 weeks participation in a Work for the Dole activity or the required number of hours in a Community Work placement. A programme administered by the Department of Human Services which will provide a holistic assessment of a job seeker’s or a payment claimant’s participation to work barriers, and the interventions and assistance needed to help improve their current and future work capacity. Where required, CWCA providers will make specific recommendations regarding work capacity and impairment (including referencing the Impairment Tables) to help inform Centrelink’s decisions about income support qualification. Process by which a tenderer meets the requirements of the tender and proceeds to assessment. Implemented through the introduction of the Active Participation Model and set from the date a job seeker registers as unemployed. The continuum enables job seekers who have been unemployed for different periods of time to access differing levels of assistance appropriate to their needs. DEWR personnel located in a DEWR State/Territory/Regional Office who are responsible for managing and monitoring DEWR contracts and funding agreements.

Community Work Coordinators

Complaints Register Complementary Programmes

Completed Place

Comprehensive Work Capacity Assessment (CWCA)



Contract Managers


CRS Australia (Commonwealth Rehabilitation Services)

CRS Australia is a body within the portfolio of the Minister for Department of Human Services. It delivers rehabilitation programmes and services to individuals in need of vocational rehabilitation on behalf of DEWR. The Department of Employment and Workplace Relations. The Department of Human Services. A Commonwealth Programme to provide employment assistance and employment placement support to assist participants to either gain employment in the open employment market or to become self employed. The Act which provides for the funding of Disability Employment Services and sets out the legal framework for service delivery for Disability Employment Services. A Commonwealth payment for people over 16 years of age and under pension age whose physical, intellectual or psychiatric impairment prevents them from working, or for people who are permanently blind. Vacancies, including jobs that discriminate on the basis of race, age, sex or disability, that are not acceptable for advertising on Australian JobSearch. The Department’s secure Internet based IT system used by Community Work Coordinators, JNMs, DOES and some other complementary programme providers to receive referrals, manage caseloads, and claim payments. The electronic diary is a shared diary allowing one organisation to book appointments for participants with another organisation. It records special requirements participants may have and attendance at appointments. DEWR, Centrelink, JNMs, CWCs CWCAs and DOES providers have access to the electronic diary. A generic term used throughout the Exposure Draft to refer to providers of the following services: Community Work Coordinators Comprehensive Work Capacity Assessment Disability Open Employment Services Green Corps Harvest Labour Services Job Network services New Enterprise Incentive Scheme Personal Support Programme Voluntary Work Initiative

DEWR DHS Disability Open Employment Services (DOES)

Disability Services Act (1986)

Disability Support Pension (DSP)

Discriminatory Jobs/Vacancies


Electronic Diary

Employment and related services provider

Employment Preparation

A service within Job Network which assists eligible mature age job seekers, parents and carers to find employment.


Employment Service Areas (ESA)

A geographical area within a Labour Market Region that corresponds closely to one or more of the Centrelink Customer Service Centre boundaries. Employment Service Areas are defined by postcodes as shown in Labour Market Services CD. The referral of job seekers from JNMs to CWCs on an equitable basis according to CWCs’ market share. A PSP economic outcome a participant achieves over 26 continuous weeks from the date of undertaking the economic focused activity. A fundamental barrier to employment which needs to be addressed before a job seeker can benefit from assistance available through Commonwealth employment programmes and services. This could include but is not limited to low skills in language, literacy and numeracy. The right of Australians to information in the possession of the Commonwealth Government, as provided under the Freedom of Information Act 1982, limited only by exemption provisions as set out in the legislation. The framework developed to assess PSP provider performance against nationally derived benchmarks. A not for profit organisation where a job seeker may undertake a Work for the Dole placement. Allowances paid by Centrelink, including but not limited to Newstart Allowance, Youth Allowance, Disability Support Pension, Age Pension, and Mature Age Allowance. One to one assistance provided by JNMs for people most likely to need assistance to find work as currently defined in the Employment Services Contract 2003–2006. ISca helps them plan their return to work, to get any training or other help they might need, and to find and keep a job. ISca participants may be referred to Work for the Dole to obtain work experience. A service the objective of which is to maximise outcomes for eligible job seekers— particularly the long-term unemployed or those highly disadvantaged as currently defined in the Employment Services Contract 2003–2006.

Equitable Distribution

Final Economic Outcome

Foundation Skills Barrier

Freedom of Information

High Performance Indicator Framework (HPIF) Host Organisation

Income Support

Intensive Customised Assistance (ISca)

Intensive Support

Invitation to Treat (ITT)

The opportunity given to the highest performing providers to contract for services under the next contract without the need for tender. A national network of private, community and government organisations funded by DEWR that helps job seekers into sustainable employment, particularly those who are long-term unemployed.

Job Network

Job Network member (JNM)

An organisation contracted by DEWR to provide Job Network services.


Job Placement, Employment and Training (JPET) Job Search Training

A programme of assistance available to people aged between 15 and 21 who face personal and social barriers to employment, education or community participation. Training activities that will provide job seekers with appropriate job search, application and interview skills. A person registered with Centrelink as ‘looking for work’. An assessment tool used to identify the level of employment assistance an individual participant needs. Means a Centrelink office offering a range of services, support and assistance to customers. The Centrelink staff member who provides general service and advice about Centrelink products and services. Used to assess the degree of a person’s barriers to employment. It is used to determine whether the prospective participant has multiple, non-vocational barriers to employment and, because of these barriers, is unable to benefit from employment assistance. The measures against which provider performance will be assessed.

Job seeker Job Seeker Classification Index (JSCI) Centrelink Service Centre (CSC) Job seeker Service Officer (CSO) Supplementary Assessment

Key Performance Indicators (KPIs) Labour Market Region (LMR)

19 geographical areas that closely align with Centrelink Customer Service Centre boundaries and the boundaries of Australian Bureau of Statistics labour force regions. For administration purposes these Labour Market Regions have been further divided into ESAs. A geographic area under the responsibility of an incorporated local government council. Australia is divided into more than 830 LGAs. LGA boundaries do not cross state borders. In most states, LGAs are equivalent to statistical local areas (SLAs). The exceptions are large LGAs (such as Brisbane) and areas that are not legally incorporated as an LGA—as occur in parts of the Northern Territory and South Australia. A job seeker living outside a metropolitan area and more than 90 minutes away from the nearest full time Job Network member site or whose costs of travel to reach the JNM make up more than 10 percent of gross income. Under flexible servicing, arrangements whole communities may be defined as locationally disadvantaged. People over the age of 45 years. A specified period of time or stage of completion detailed in the contract during which payments will be made and when performance will be reviewed.

Local government area or LGA

Locational disadvantage

Mature Age Milestones


Monitoring visit

A visit by a Contract Manager to providers’ sites to examine performance against KPIs, the compliance with the Funding or Services Agreement, Guidelines, and relevant Service Guarantees and Code of Practice. Mutual Obligation encourages participation in a range of activities aimed at improving potential long-term unemployed customers’ employment prospects by maintaining work habits and improving their connection with the community. Mutual Obligation aims to: improve the sequencing of employment assistance for all activity tested job seekers, rationalise and extend participation requirements and opportunities so that all activity tested job seekers have clear participation requirements, and improve employment and education/training outcomes for job seekers, thereby reducing welfare dependency. Mutual Obligation applies to NSA and YA job seekers who meet ALL of the following criteria: they are between 18 and 49 years of age, AND they have been in receipt of payments for 6 months or more, AND their main activity is job search. These job seekers are required to enter into an Activity Agreement which commits them to undertaking the agreed activity at a level that satisfies their Mutual Obligation requirements.

Mutual Obligation

NEIS Allowance

NEIS allowance means an allowance of an amount equal to the single, 21 or over, no children rate of Newstart Allowance (NSA), or such other rate as notified by DEWR in writing, and may be varied from time to time by DEWR to match increases or decreases to the rates of NSA. An Australian Government programme that provides disadvantaged job seekers with pre-vocational training and other forms of assistance to assist them undertake a new apprenticeship. A Commonwealth programme that helps eligible unemployed people to establish viable new small businesses. A Commonwealth payment for unemployed people aged 21 years and over. An allowance where basic conditions of eligibility are that the person receiving it: • • must be unemployed, and be capable of undertaking, be available for and be actively seeking work must have entered into, or be willing to enter into, an agreement regarding job search and training.

New Apprenticeships Access Programmes (NAAP)

New Enterprise Incentive Scheme Newstart Allowance

Newstart Activity Agreement

Newstart Activity agreement has the same meaning as it has in the Social Security Act 1991 and includes an Activity Agreement (or Participation Agreement) which has been approved as a Newstart Activity Agreement by the Secretary under section 606 of the Social Security Act 1991. A payment that does not require recipients to meet look for work or undertake activities to be eligible for payment.

Non-activity tested


Non-vocational barrier

Identified by an assessor or PSP provider as an inhibitor to an individual’s readiness to undertake employment assistance. Any offices, administrative businesses or units used for delivery of DOES by a contracted provider. Areas serviced by a provider where there is no physical presence such as a site. A Commonwealth payment for single and partnered parents on low incomes. Means any person who is eligible to participant in a specific employment services programme, following the person’s commencement in that programme.


Outreach Parenting Payment Participant

Participation Reports/ Reporting A report used by providers to notify Centrelink of any non-compliance or possible
non-compliance by a job seeker. A Participation Report may result in Centrelink imposing a breach penalty.

Performance Benchmarks

A target to be set against a reasonable standard for one or several of the measures contained in the KPIs. An Commonwealth Government funded programme that bridges the gap between crisis assistance and employment assistance programmes. It aims to help individuals participating in PSP tackle the non-vocational barriers (such as homelessness, mental health issues, drug or gambling problems, or social isolation) that are preventing them from getting a job or benefiting from employment assistance programmes such as Job Network or Disability Open Employment Services. Small payment to providers in specific situations where they are serving very disadvantaged areas. The payment recognise steps a job seeker takes along the path to securing a job and forms part of flexible servicing arrangements in selected locations. Refers to procedural integrity of the tender process, underpinned by: • • • the quality of, and adherence to, published tender documentation the evaluation processes used to ensure that there is objective and consistent assessment at each phase, by appropriately qualified and trained assessors decision making in accordance with legislative or regulatory powers and consistent with key administrative law principles.

Personal Support Programme (PSP)

Preliminary Outcome


Quality Assurance

The process by which DOES providers comply with the requirements of the Disability Services Amendment (Improved Quality Assurance) Act 2002. Where a person is assessed by Centrelink, or a Comprehensive Work Capacity Assessor, as having restricted work capacity due to a disability, medical condition or illness that is expected to persist for 13 weeks or more. A person who works with the primary aim of deriving a regular income, other than under a contract of employment.

Restricted Work Capacity

‘Self-employment’ or ‘Self-employed ’


Service Guarantee

A set of programme specific, minimum standards for the services that each employment service provider must deliver. Each programme specific Service Guarantee will require providers to deliver services in a manner sensitive to the participant’s culture, circumstances and background, and tailored to both the participant’s needs and the local labour market needs. A site is a physical location where job seekers meet employment services providers for assistance. A site can be: • • • a permanent full-time site which, as a minimum, would operate Monday to Friday from 9 am to 5 pm daily a permanent part-time site at which there is a regular weekly presence with hours of operation less than a full-time site an outreach site at which there is a regular presence—for example, operating on a monthly, seasonal or ‘as the need arises’ basis – that may operate at a local library, school or other location other site—covers any other method of providing services to job seekers, such as receptionist-only sites, telephone servicing and distance education.



Social outcome

Occurs when a participant completes PSP (24 months). It is expected that the participant’s personal circumstances have improved over this period. Organisations providing specialist services for specific client groups. Specialist providers may only assist job seekers from the particular group or groups they are contracted to service.


Sponsor Organisations/Sponsors Not for profit organisations sub-contracted by Community Work Coordinators to
develop, run, manage and supervise Work for the Dole activities.

Star Ratings

The Star Ratings are a relative performance measurement system used by some services and are based on performance measures which identify those providers that are best in assisting job seekers to find jobs. The Star Ratings range from ‘1 Star’, indicating room for improvement, to ‘5 Stars’, meaning excellent performance. The Star Ratings are published by DEWR after the end of each six month contract milestone period. A participant whose time in a programme or service has been temporarily put on hold for reasons such as moving, hospitalisation or undertaking an economic outcome. Credits of between $300 and $800 to help with the costs of work related training for people who have completed between 13 and 26 weeks or more (of satisfactory attendance) of Work for the Dole or an equivalent number of hours of Community Work as monitored by Community Work Coordinators. Job seekers who have completed their second period of Intensive Support (customised assistance) i.e. ISca2. Participants receiving non-activity tested payments and 15–20 year olds not receiving income support who volunteer to participate in employment and related services.

Suspended participant

Training Credit

Very Long Term Unemployed (VLTU) Volunteer


Voluntary work

Voluntary work refers to the participation of income support recipients in suitable volunteer activities within approved not-for-profit organisations. Participants may or may not be undertaking voluntary work to meet their participation requirements. A Commonwealth programme which provides referral services and support to all income support recipients who wish to undertake volunteering in suitable positions within approved organisations. A wage subsidy paid to an employer by a JNM for 13 or 26 weeks for job seekers who have completed ISca 2 and who are genuine in their job search efforts. It is designed to target real full time work opportunities for very hard to place VLTU job seekers, who are seen to be genuinely looking for work. A Commonwealth initiative announced in the 2005–06 Federal Budget to further the Governments Workforce Participation agenda. The reforms are centred on changes to payments and work incentives, work obligations, levels of service and employer demand and flexibility. Funding paid to Community Work Coordinators from DEWR to cover the costs of establishing and running WfD activities. WfD is a Commonwealth Government programme that provides work experience for unemployed people. A Commonwealth payment for people aged under 21 years who are unemployed or under 25 years and undertaking full time study. Youth Allowance Activity Agreement has the same meaning as it has in the Social Security Act 1991 and includes an Activity Agreement (or Participation Agreement) which has been approved as a Youth Allowance Activity Agreement by the Secretary under section 544B of the Social Security Act 1991.

Voluntary Work Initiative (VWI)

Wage Assist

Welfare to Work

Work Experience Funding

Work for the Dole (WfD)

Youth Allowance

Youth Allowance Activity Agreement


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