and provider appointment report (par)

NON-ATTENDANCE REPORT (NAR) AND PROVIDER APPOINTMENT REPORT (PAR)
LEGEND
Provider must be confident they received no prior contact
by the job seeker to advise of a Valid Reason for not being
able to attend. Where prior contact is given:
`` Valid Reason = reschedule Appointment
`` No Valid Reason = record comment in system and tell
job seeker they need to attend or Provider can decide
to be flexible and reschedule.
Job seeker
does not attend
Provider
Appointment.
Process Start/End
Provider Information
System Information
Contact made
with job seeker.
DNAV (Valid)
recorded, continue
to service as usual.
Provider thinks job seeker
has Reasonable Excuse.
Provider attempts to contact job seeker
on day of missed Appointment.
Provider must consider the following to determine the best
strategy to re-engage job seeker:
`` personal circumstances
`` attendance history
`` compliance history
`` motivation to find employment
`` likelihood of attendance with incentive of
payment impact.
Provider must discuss reason for non-attendance and if
the reason is acceptable, consider whether it would
have been possible to advise of inability to attend before
the Appointment.
Provider does not think job seeker has Reasonable Excuse.
DNAD
(Discretion) recorded,
continue to service
as usual.
Provider decides
‘other’ strategy.
Contact not made
with job seeker.
Provider considers what is the best re-engagement
strategy for job seeker.
Provider utilises compliance framework.
Provider utilises compliance framework.
Provider records DNAI (Invalid) in online diary.
Provider discusses with job seeker the impact
non-attendance has on payment, and that they need
to re-engage within two business days.
Provider responds to question in Department’s IT system
‘Are you currently speaking with the job seeker?’ with ‘No’.
Provider records DNAI (Invalid) in online diary.
Provider selects ‘Submit’ to automatically submit a NAR
to recommend utilisation of payment suspension.
Provider responds to question in Department’s IT system
‘Are you currently speaking with the job seeker?’ with ‘Yes’ and
then records non-attendance reason given by the job seeker.
Provider considers recommending a suspension of payment,
or in addition to suspended payment, to recommend
financial penalty and records decision in the Department’s
IT system against selected option.
When notifying job seeker of Re-engagement
Appointment, Providers need to use the script to ensure
the job seeker understands what they must do and what
will happen if they don’t attend.
EM15-0041
When job seeker attends Re-engagement Appointment,
it is important that results are recorded as soon as possible
so payment suspension can be lifted, as any delay to record
results will impact the job seeker. The day of attendance
will also be the ‘end date’ of financial penalty period if
applied by DHS.
DNAD
(Discretion) recorded,
continue to service
as usual.
Job seekers need to be notified that their payment has
been stopped due to not attending an Appointment
and that they need to make contact immediately.
The Department’s IT system will auto-send an SMS/email.
Otherwise, a letter must be printed and sent from the
Noticeboard. Providers should ensure the most appropriate
and direct method of contact is recorded in the
Department’s IT system to ensure re-engagement.
Wait for job seeker
to make contact.
Start date for a financial penalty period, should Providers
later submit a PAR, is the date the job seeker was notified
that their payment was stopped due to non-attendance.
This is either:
`` Day of NAR if SMS/email sent, or
`` Date job seeker contacts Provider if before 5 days
(7 days RJCP).
Providers may try to contact the job seeker again to assist
the job seeker to return sooner.
Utilise suspension and
recommend financial penalty
until job seeker attendance.
Utilise suspension of payment until job seeker attendance.
Job seeker payment suspended by DHS when NAR passes
validity check.
Provider decides ‘
other’ strategy.
Provider selects ‘Submit and Continue’ to
automatically submit a NAR to recommend utilisation
of payment suspension.
On the Provider Re-engagement page, Provider selects
‘Book Re-engagement Appointment’ to book an
Appointment for the job seeker to attend within the next
two business days.
Job seeker payment suspended by DHS when NAR passes
validity check. If job seeker does not contact within next
28 days, DHS will cancel payment and notify job seeker that
they need to re-apply for payment.
This is the ‘start date’ for the financial penalty period.
Provider selects ‘Submit and Continue’ to automatically
submit a NAR to recommend utilisation of payment
suspension.
On the Provider Re-engagement page, Provider selects ‘Book
Re-engagement Appointment’ to book a Re-engagement
Appointment for the job seeker to attend within the next
two business days.
Provider books Re-engagement Appointment with job
seeker to attend and formally notifies job seeker of details of
consequences of non-attendance. Provider ensures job
seeker understands requirements and that payment will
remain suspended until attendance and, in addition to
payment suspension, a potential financial penalty may be
applied (PAR). Job seeker needs to contact Centrelink (DHS).
Provider books Re-engagement Appointment with job
seeker to attend and formally notifies job seeker of details
and consequences of non-attendance. Provider ensures job
seeker understands requirements and that payment will
remain suspended until attendance (NAR).
Provider selects ‘Recommend financial penalty to DHS’.
Complete and submit PAR.
Wait for job
seeker to attend
Re-engagement
Appointment.
Job seeker payment suspended by DHS when NAR passes
validity check.
When notifying job seeker, Provider needs to ensure
they understand they have to attend the Appointment
to have their payment suspension lifted and they will
have to contact Centrelink (DHS) regarding potential
financial penalty.
PARs must contain all information relevant to the incident
of non-attendance to assist DHS in their investigation.
They must be submitted by COB otherwise they are only
payment suspension.