If applying for a Centrelink payment through Services Australia, Centrelink may refer participants to Workforce Australia Services. This means they will get personalised support to help:
with job searching
meeting mutual obligation requirements.
Workforce Australia Services is an employment service for people on certain Centrelink payments, including:
JobSeeker Payment
Youth Allowance for job seekers
Parenting Payment after your youngest child turns 6
Special Benefit.
If a person has recently applied for a Centrelink payment, they may receive a welcome message from the Department of Employment and Workplace Relations (DEWR). Participants are encouraged to complete the tasks listed in the email or text message they receive as soon as possible.
Workforce Australia Services
Workforce Australia Employment Service Providers receive referrals for new participants directly from Services Australia.
Services Australia services will refer a customer to the closest Provider geographically to a participant’s home location. A customer can also request to be referred to a preferred Provider. Participants must be in receipt of an income support payment, and meet eligibility criteria, to be referred to a Provider.
The Provider will contact the customer directly upon receiving referral to welcome them and book in an initial appointment at a suitable time, within 10 days of the Services Australia referral.
The Provider will also ascertain at this time if an interpreter will be required for this appointment and arrange to have one available for the scheduled appointment time.
Services Australia can also book directly into Provider calendar timeslots.
Customers must attend scheduled initial appointment face to face (F2F) for commencement of registration with provider. Once a customer has commenced with a provider, they will be referred to as a client.
Clients will then attend regular, consecutive appointments with their Provider to get the support they need and choose the best mix of activities to improve their chances of getting a job. Consecutive appointments can be conducted either face to face, via phone or virtual (i.e. Zoom).
A client’s assigned consultant will discuss employment pathway and progress with them at each appointment. These appointments must be conducted at a minimum of once per month while the client is still actively registered with the provider, and not on any current exemption for Workforce Australia Provider servicing.
Clients can also advise their consultant of any change in their individual circumstances and update their JSCI and/or job plan as required. It is of best interest for the client to be as honest as possible with their consultant to make sure they can access the best services and assistance for their needs through the provider’s servicing.
See below tables for further information about Initial and Consecutive Appointments.
Workforce Australia Employment Service Providers
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Conduct an initial Identity Check (via ID documentation)
Explain Privacy document and obtain signature from participant.
Confirm MyGov set up and make sure it is linked to Workforce Australia
Confirm if client has downloaded Workforce Australia app on their phone.
Email Initial Interview pack – including all documents signed.
Complete Jobseeker Classification Instrument (JSCI) Snapshot (Must read out privacy statement)
Complete Capability Management Tool (CMT) to list barriers
Complete Job Plan (remove obligation PA03 if participant has barriers with technology.)
Approve and sign Job Plan digitally - client to have their Workforce Australia app open. Refreshing page to confirm OR if No Digital Access- Print copy for client and consultant to sign.
Complete Career profile with participant (this needs to be completed on Workforce Australia for Individuals website)
Explain Mutual Obligation Requirements. Mutual obligation requirements are tasks and activities a client agrees to do while they receive some payments from Centrelink. Penalties may apply if these are not met.
Explain the Point Based Activation System (PBAS) and ensure requirements are suitable based on client assessment (any reductions need to be justified through JSCI and CMT). A client will have a PBAS of anywhere from 0 to 100 points included in their mutual obligations.
Discuss/Obtain resume.
Complete Initial File Note in Provider CRM
Book Future Appointment
Result Appointment in Workforce Australia Online database.
NOTE – all documents including signed privacy form and job plan, can be provided to the client as a hard copy if requested (by the client).
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The Provider will discuss the client’s progress towards employment and provide suitable approved assistance to eligible clients.
This may include, but not limited to:
Emergency short term accommodation
Immediate food assistance – provided from sites or referred to closest Foodbank option.
Myki top up.
Phone and data top up.
Mobile phone purchase for mutual obligation requirements and job search support
Technology support – e.g. laptop to aid study.
Protective clothing – job specific
Clothing and styling
Job readiness and resilience soft skills training/programs
Transport assistance to get to and from activities and employment.
Post placement support following commencement of employment (continued for the first 6 months of employment)
Professional services – counselling – individual or group
Specific assistance programs based on cohort type. i.e. ex-offender, women, youth, CALD
Referral to English courses - SEE or AMEP
Paying for accredited training courses and/or workplace tickets (e.g. white card)
Resume and Interview techniques training/coaching.
Digital Literacy training
Career counselling
Employment pathway programs
Workshops or programs that assist with improving mental health and wellbeing.
Client Progress
A client’s progress is measured regarding changes to barriers to employment, obtaining qualification/completion of learning or study or other vocational pathways or as completion of non-vocational activities.
The provider will update the client on their progress at each appointment and make notes in the client’s online file.