"TRANSITION GUIDE JPET"
For Provider Use PERSONAL SUPPORT PROGRAMME (PSP) Remote Services Provider Transition Guidelines for new, exiting and continuing providers May 2006 1 of 13 1 For Provider Use TRANSITION GUIDE FOR PERSONAL SUPPORT PROGRAMME (PSP) PROVIDERS – REMOTE SERVICES Background DEWR is improving services for jobseekers in employment and pre-employment programmes. It is finalising purchasing arrangements for the provision of services for 2006 to 2009, following the expiry of current arrangements on 30 June 2006. Funding Deeds will be offered to organisations which are continuing services as a result of the invitation to treat process (ITT) and which are successful in the purchasing process for PSP services. As a result of the purchasing process, some current PSP providers may no longer be providing services after 1 July 2006 and there may be some new providers entering the market. Others will be continuing to deliver PSP services. This guide is for all PSP Remote Service providers – continuing, new and exiting – and contains information about how the changes in arrangements which affect participants will be managed. Some participants may have to move from an exiting provider to another. New and continuing providers may be required to accept transferring participants. This guide covers the period from the announcement of the remote services purchasing arrangements until the end of September 2006. This period is known as the “transition period”. This guide covers arrangements for the transition of participants in Employment Services Areas (ESAs) covered by the remote services tender and is set out in the following parts: A Service objectives during the transitional period B Continuing providers C Providers with reduced capacity D New providers E Providers who are not continuing (exiting providers) F Providers not affected by transition arrangements G Allocating Transitional Participants H Payments for transitioning participants I Change of Job Network Member or community Work Coordinator J Frequently asked questions Please note that this guide may be revised or replaced during the transition period. 2 of 13 2 For Provider Use a) Service DEWR is committed to working closely with service providers objectives during throughout the transition period to ensure the continuation of the transition high quality services to PSP participants and programme period performance. To support this, the transition arrangements are underpinned by three transition objectives, which will be monitored at the programme level. The transition objectives are: service delivery for participants is maintained throughout the transition period, as far as possible, programme performance is maximised throughout the transition period for all programmes and services; and all eligible participants with a site that is not continuing post July 2006 are referred to an alternative provider as quickly as possible. Performance will be gauged by monitoring trends during the transition period, using readily available performance data. For PSP, this means monitoring the number of complaints lodged about the transition process and the time taken to resolve those complaints; the extent of positive outcomes, including social outcomes; the utilisation of programme places; and the extent of success in transferring all participants from exiting providers to a new or continuing provider, or to Centrelink for reassessment, by 1 July 2006. b) Continuing Continuing providers are required to accept transitional providers participants who have previously been serviced by a provider who is not continuing to deliver PSP services after 30 June 2006 or possibly, in some cases, where a continuing provider has a reduced capacity to provide services. DEWR aims to spread the transitioning caseload equitably between continuing and new providers in terms of numbers, the progress of participants through the programme and the likely financial outcome for each participant. From 1 June to 4 July 2006, no referrals will be made to continuing providers in ESAs where there is an exiting provider. This is to allow for the allocation of available places to transitioning participants. On the weekend of 24 – 25 June, participants with exiting providers will be automatically transferred on the DEWR IT system to continuing providers. From 24 June to 4 July 2006, the automatic referral process will not be available to continuing PSP providers and will re- 3 of 13 3 For Provider Use commence on 5 July 2006. c) Providers with If there is any case where a continuing provider has a reduced reduced capacity number of places from 1 July 2006, the provider’s DEWR Contract Manager will work with individual providers, commencing in May to implement a strategy to bring caseloads into line with the number of allocated places. Continuing providers with a reduced caseload must ensure that participant records and actions are up-to-date on EA2000 by 23 June 2006. The up-dating of records on EA2000 is critical. If it is necessary to transfer some participants from providers with reduced capacity to other providers, the records of participants to be transferred must be updated and exit reports drafted and submitted on EA2000 by 23 June to allow the transfer of the participants’ records to take place on the DEWR IT system over the weekend of 24 – 25 June. The provider will have 28 days from 26 June 2006 to finalise and submit exit reports for transitioning participants. Paper files of any participants who will transition to another provider, must be packed into boxes so that arrangements can be made for delivery to DEWR. Providers must contact their local DEWR Contract Manager to arrange for their return to DEWR by 30 June 2006. d) New providers Following the tender announcement, all new and continuing providers will be sent a number of documents in the Contract/Funding Deed pack including the funding deed offer for 2006 - 2009. For new providers, this includes arrangements for gaining access to DEWR computer systems and networks, security and privacy arrangements and other matters. Refer to those documents for detailed information on these issues. If at any time providers believe they will not be fully operational from 1 July 2006, they must immediately contact their local DEWR Contract Manager. Providers will be able to commence activities with participants on Monday 3 July 2006. The first allocation of participants will be made on 24 – 25 June 2006 on the DEWR IT system. These referrals will be for participants transferring from other providers only. On Monday 4 of 13 4 For Provider Use 3 July 2006, providers will be able to start arranging interviews with these participants. On 5 July 2006, the automated referral process (ARP) of participants from the PSP waiting list will commence. e) Providers who Exiting providers will stop getting new referrals as soon as are not possible after the outcomes of the Remote Services purchasing continuing arrangements are announced. From early May 2006 exiting providers will no longer be able to commence participants and the commencement function on the IT system will not be available to exiting providers from that date. From early May 2006, exiting providers will no longer be able to commence a participant who has been referred. These participants will be transferred to a new or continuing provider, as a new referral on the weekend of 24-25 June 2006. Providers are required to deliver services up to 30 June 2006, when the Funding Agreement will expire. No service is required after 30 June 2006. If at any time a provider considers it may not be able to continue services until the end of the financial year, it should immediately contact the local DEWR Contract Manager. Providers must start to update participants’ records as soon as possible after the announcement of the 2006 – 2009 Remote Services purchasing arrangements to ensure that all participants’ records are up-to-date by the deadline of 23 June 2006. Appropriate codes must be entered. Any participant on the exiting provider’s caseload at close of business 23 June 2006 will be transferred to a new or continuing provider. The up-dating of records on EA2000 is critical. Draft and final reports for those participants who have not had recent contact must be completed, so that claims for payments and appropriate Centrelink action can occur. Exit Reports Providers which are not continuing should ensure that detailed information about participants is included in the Exit Report. DEWR will not be forwarding participant paper files to new providers, therefore the Exit Report will be an important method of transfer of information about participants to new providers. Providers which are not continuing are encouraged to include the following information in participants’ exit reports: 5 of 13 5 For Provider Use non-vocational barriers currently being addressed and strategies, where the Action Plan does not provide sufficient detail non-vocational barriers that remain unaddressed gains made by the participant a description of the participant’s participation patterns in PSP any other issues that the participant would like the new provider to be informed about, for example, preferences for the gender of their new caseworker where this is important, given the participant’s situation The transition process will make a copy of the exit report and make it accessible on the IT system to the new provider. Local liaison Providers should advise their local networks that they will be closing and seek their assistance to make the transition of participants as smooth as possible. Local networks might include; supported accommodation, health and welfare professionals, drug and alcohol counsellors and mental health counsellors. Centrelink will have already been advised by DEWR, but providers may wish to discuss local arrangements with their local Centrelink Service Centre(s). Managing the caseload Exiting providers must ensure that all electronic records on EA2000 are updated and actions completed by 23 June 2006 for all transitioning participants so that their new provider can access the records from 3 July 2006. Exit reports must be drafted and submitted for all suspended participants undertaking economic focused activities, on the exiting provider’s caseload by COB Friday 23 June 2006, to allow for DEWR to complete the systems transfer of records on the weekend of 24 – 25 June 2006. Participants who are due to exit the exiting provider’s caseload where their two years in PSP is reached in the period from 24 June to 2 July (inclusive) or where a final economic outcome is achieved in the period from 24 June to 2 July (inclusive), will not transition to a new provider. The exiting provider will have 28 days from 26 June in which to finalise the exit report and make the appropriate claims. Participants who have a status of commenced or not complying will be transitioned from an exiting provider’s caseload. Providers must first ensure that all progress reports and action 6 of 13 6 For Provider Use plans are updated and that all administration matters for participants are attended to. Once providers have completed these steps, providers must suspend these participants, using the new suspend code, Transition Exit report (TER) to allow an exit report to be entered. The exit report, once entered, will be set to the status of “draft”. The participant will be left as suspended and the exit report will remain as draft until the participant is exited by the transition process. The provider will have 28 days from 26 June 2006 to finalise and submit exit reports and make the appropriate claim for payment. For participants who are suspended (other than those participants undertaking economic activities) providers must draft and submit an exit report by 23 June 2006. The provider will have 28 days from 26 June in which to finalise the exit report and make the appropriate claim for payment. No claims from exiting providers will be accepted by DEWR after 31 July 2006. Before writing the exit report, providers must review the continuing appropriateness of PSP for each participant. If providers identify anyone with a significant change of circumstances, for whom PSP may not be the most appropriate service intervention, they must contact a Centrelink Specialist Officer in the participant’s local Centrelink office to discuss the participant’s change in circumstances. Any change in a participant’s circumstances must be reflected in the exit report. Talking to participants about their transfer to another provider Providers should explain to participants what is happening, to ensure they are not unduly anxious about the move to another provider. Participants will be advised by DEWR as soon as possible after the Remote Services purchasing arrangements are announced, if their provider will no longer be delivering PSP services after 30 June 2006. Participants will be notified by DEWR by mail in the last week of June 2006 who their new provider is. If a participant tells their exiting provider that they are not happy about their new provider, participants must be advised to phone the Employment Services Information Line on 13 62 68. Administrative matters Providers must apply appropriate procedures consistent with the 7 of 13 7 For Provider Use Social Security Law and the Privacy Act 1988. Providers should read Chapter 4 of the current programme guidelines and Section 23 of the current funding agreement for details. Any participant paper files must be packed into boxes so that arrangements can be made for their return to DEWR. Providers must contact their local DEWR Contract Manager to arrange for the return of paper files prior to closing. f) Are there any There are some PSP providers who will not be affected by providers not transitional arrangements. These providers are located in ESAs affected by where there are neither exiting providers nor continuing transition providers with reduced capacity. No participants will be arrangements? transferred from the provider’s caseload and there will be minimal disruption to referrals. The automated referral process will be stopped for all providers, including those not affected by transition arrangements, from 24 June to 4 July 2006 inclusive to facilitate the systems generated transfer of participants whose provider will cease operating on 30 June 2006. Providers should note that if a new or continuing provider declines an offer of business from the 2006 – 2009 purchasing process, this may result in their ESA being affected by transition, where this may not have previously been the case. g) Allocation of Transitional participants will be given priority in allocation to transitional other PSP providers during the transition process. First to be participants transferred will be participants suspended for economic outcomes, who are soon to attract milestone or outcome payments. Other participants will then follow according to their duration in PSP, so that there is an equitable division of participants between continuing and new services. Transitional participants’ EA2000 records will be electronically transferred by DEWR to their new providers on the weekend of 24 – 25 June 2006. h) Payments for Payments will be made to the exiting provider for services transitional rendered and milestones or outcomes achieved up until the participants expiry of the current funding agreement on 30 June 2006, provided reports are prepared and claims lodged within time. No claims for exiting providers will be accepted by DEWR after 31 July 2006. The gaining provider will be eligible for payments for services rendered, milestones or outcomes achieved from the commencement of the funding deed on 1 July 2006 as they fall 8 of 13 8 For Provider Use due, irrespective of the length of time the participant has spent with the gaining provider. The gaining provider is entitled to a $660 recommencement payment when a transitioning participant commences and a commencement form is completed and this is recorded on EA2000. j) Change of Job Other DEWR funded programmes, including the Job Network Network member and Community Work Coordinators (CWC) are also subject to or Community transition arrangements. As a continuing or new provider you Work should check with participants to see if there will be or has been Coordinator a change of provider. Some providers might prefer to contact the JNM or CWC directly to discuss the process and issues for the participant where transition will occur. This scenario may occur where PSP participants are participating in an economic outcome, for example transfer to ISca or where a PSP participant is participating concurrently in WfD or CWP, and PSP. It will be important that the PSP provider supports the participant during the period of change. 9 of 13 9 For Provider Use K FREQUENTLY ASKED QUESTIONS When will referrals to new sites commence? Referrals to new PSP sites will commence on 5 July 2006, using the automatic referral process (ARP). New sites may receive some transitional participants from 1 July 2006 (effectively 3 July 2006). When will referrals to exiting providers (not issued a new contract) cease? Referrals to exiting providers (not allocated a new contract from 1 July 2006) will cease as soon as possible after the outcomes of the Remote Services purchasing arrangements are announced. When will exiting providers (not issued a new contract from 1 July 2006) no longer be able to commence potential participants in PSP? From early May 2006 exiting providers will no longer be able to commence participants and the commencement function on the IT system will not be available to exiting providers from that date. What will happen to participants of an exiting provider who is not issued a new contract from 1 July 2006? Participants will be transferred to an alternative PSP provider. When will participants be transferred from exiting PSP providers to new or continuing providers? On the weekend of 24 – 25 June 2006, PSP participants on an exiting provider’s caseload will be allocated via DEWR’s IT system to a new or continuing provider for services to start on 3 July 2006. Referral of potential participants to PSP providers via the automated referral process will commence on 5 July 2006 for the new funding deed period. What happens to participants who cannot be transferred to a new provider from 3 July 2006? Some participants may not be placed immediately with a new provider because there are no places available at other providers in the Employment Service Area (ESA). 10 of 13 10 For Provider Use This could be because of capacity, or geographic or specialist provider issues. Participants who cannot be transferred to a new provider immediately will be placed on the waiting list as a priority 1, and will be transferred as soon as a place becomes available. Providers must advise their participants to contact Centrelink to discuss any activity test requirements they may have, and ensure they are meeting their obligations. How will PSP participants, who are to be transferred, be notified of their transitional arrangements? Affected participants will be notified of any changes to service delivery by DEWR, in a letter explaining the new arrangements. Participants should discuss the changed arrangements with the exiting provider and Centrelink where appropriate. When will PSP participants, who are to be transferred, be notified? A letter will be sent to these participants as soon as possible after the Remote Services purchasing arrangements are announced to advise them of the closure of their PSP provider’s services and that their PSP provider will be discussing this with them in coming weeks. Participants will receive a further letter in late June informing them of their new provider and their contact details. PSP participants who are transferred under transitional arrangements will be contacted by their new provider from 3 July 2006. Who must a participant contact if they are unhappy with their referral? The participant must contact the Employment Services Information Line on 13 62 68 or contact their current provider. The provider can contact their local DEWR Contract Manager to discuss arrangements. What must exiting providers do with their participants’ records? Providers must apply appropriate procedures consistent with the Social Security Law and the Privacy Act 1988. For more detail, refer to Chapter 4 of the current programme guidelines and Section 23 of the current funding agreement. Exiting providers must ensure that all electronic records on EA2000 are updated and actions completed for all transitioning participants so that their new provider can access the records from 3 July 2006. Providers must draft and submit exit reports for all suspended participants undertaking economic focused activities, on the exiting provider’s caseload by Friday 23 June 2006, to allow for DEWR to complete the systems transfer of records on the weekend of 24 – 25 June 2006. 11 of 13 11 For Provider Use Participants who are due to exit the exiting provider’s caseload where their two years in PSP is reached in the period from 24 June to 2 July 2006, or where a final economic outcome is achieved in the period from 24 June to 2 July 2006 will not transition to another provider. The exiting provider will have 28 days from 26 June in which to finalise the exit report. Participants who have a status of commenced or not complying will be transitioned from an exiting provider’s caseload. Providers must first ensure that all progress reports and action plans are updated and that all administration matters for participants are attended to. Once providers have completed these steps, providers must suspend these participants using the new suspend code, Transition Exit Report (TER) to allow an exit report to be entered. The exit report, once entered, will be set to the status of “draft”. The participant will be left as suspended and the exit report will remain as draft until the participant is exited by the transition process. The provider will have 28 days from 26 June 2006 to finalise and submit exit reports and make the appropriate claim for payment. For participants who are suspended (other than those participants undertaking economic activities) providers must draft and submit an exit report by 23 June 2006. The provider will have 28 days from 26 June in which to finalise the exit report and make the appropriate claim for payment. No claims from exiting providers will be accepted after 31 July 2006. The transition process will make a copy of the draft exit report and this copy will be accessible by the new provider. Any paper files must be packed into boxes so that arrangements can be made for collection by DEWR. Providers must contact their local DEWR contract manager to arrange for the return of paper files to DEWR prior to closing. What will a new provider know about the transferring participant’s progress? The gaining provider will have access on DEWR’s IT system, to the following information about the transferring participant’s record: action plan progress reports the last two contacts draft exit report exit report assessment results barriers. Will exiting providers be entitled to any payments after 30 June 2006? Exiting providers may claim payments for services that have been provided (or outcomes achieved) in the period on or before 30 June 2006. 12 of 13 12 For Provider Use Systems access will be available until 31 July 2006 to enable exiting providers to claim any other payments they are entitled to, for services delivered up to 30 June 2006. No claims will be accepted after 31 July 2006. What happens if an exiting provider is required to pay money back to the Department? Funds owed by the provider will be offset against any claims for milestone payments, outcome payments and exit payments made by the provider for services in the period up to and including 30 June 2006. Where it is not possible to offset overpayments to the provider, any outstanding funds owed by the provider must be repaid to DEWR. Any further questions? The Programme Guidelines for PSP Providers and the funding deed are a good reference source for more detailed information. Information will also be available on the PSP Secure Site, or you can also call your DEWR Contract Manager for help. 13 of 13 13