What providers can expect from the Department Respect and support The Department will: respect providers’ role, experience and expertise treat each provider with courtesy and consideration meet regularly with providers adhere to agreed communication protocols with providers respond to providers’ queries, generally within 10 business days work with providers to resolve complaints, disputes or problems, and consider the perspective of all parties—including employers and job seekers—when developing resolutions support providers to implement programme changes effectively maintain the National Customer Service Line maintain the Employer Hotline to facilitate connections between employers and providers. Openness and transparency The Department will: be transparent in our business dealings maintain honest and open communication provide consistent, accurate and timely advice maintain feedback mechanisms to support formal and informal feedback from providers consult providers wherever possible, generally through industry representatives—including on contract variations provide reasonable notice for providers to implement new or amended guidelines. Integrity and accountability The Department will: observe the Australian Public Service (APS) Code of Conduct and APS Values adhere to the Commonwealth Procurement Rules, including on principles of probity and ethical and fair dealings act honestly and in the best interests of the Government, the employment services industry, job seekers and the community be accountable for our decisions and actions support providers to comply with their deed requirements by: streamlining and simplifying guidelines providing timely feedback from contract monitoring and programme assurance activities treat providers’ information confidentially (subject to relevant deed provisions). Continuous improvement The Department will: work with the industry to promote better practice and innovation regularly review provider performance and deliver balanced and consistent feedback work with providers to help them meet the needs of employers and industry work with providers to reduce the administrative burden of managing and complying with deeds continually develop its contract management capability to make sure providers receive high quality support.
CHAPTER B1 – GENERAL EMPLOYMENT PROVIDER SERVICES Section B1 – Application and allocation of Stream Participants to the Provider Employment Provider Services Subject to this Deed, the Provider must provide Employment Provider Services to all Stream Participants: who are transitioned to, Referred to, Directly Register with or transfer to the Provider; in accordance with: this Part B; the Stream, and the period or phase within each Stream, identified for them in the Department’s IT Systems; and their Job Plan; and for the duration of their Period of Registration, including while they are undertaking their Annual Activity Requirements. Service Guarantees and Service Delivery Plan(s) The Provider must: conduct Employment Provider Services at or above the minimum standards in the Service Guarantees and in accordance with all representations made by the Provider with regards to Employment Provider Services, as specified in the Service Delivery Plan(s) and the Provider’s tender response to the request for tender for this Deed; prominently display the Service Guarantees and Service Delivery Plan(s) in its offices and all Sites, and make these available to Stream Participants, potential Stream Participants and Employers; and upload the Service Delivery Plan(s) on the Provider’s page of Australian JobSearch. The Provider must not make changes to the Service Delivery Plan(s) without the prior written agreement of the Department. Engagement with other services in the community In providing Employment Provider Services, the Provider must work cooperatively, and in accordance with any Guidelines, with other programmes and services provided by the Commonwealth, state or territory governments, relevant local governments, and private and community services and stakeholders. Volunteers Subject to this Deed, the Provider must provide Services Chapter B1 to each Volunteer, as if they were a Stream A (General) Participant and do so until they have received a total of six months of Employment Provider Services, including from any other Employment Provider. Where a Volunteer transfers to the Provider under clause 82, the Provider must only provide Services to the Volunteer for the remainder of their six month Period of Service. Subject to clause 95.7, the Provider must not provide Services Chapter B1 to a Volunteer who: has already received Services as a Volunteer for a total of six months, including from another Employment Provider; or returns to the Services as a Volunteer at 13 Consecutive Weeks or more after the date of Exit.
otherwise determined by the Department’s IT Systems; or they are eligible to participate as a Volunteer and expressly opt to do so, in which case they will be serviced as if they were in Stream A for a maximum of six months. Volunteer prior to 26 June 2015 Stream 1-4 Volunteer (Non-activity Tested) Exited, unless: otherwise determined by the Department’s IT Systems; or they are eligible to participate as a Volunteer and expressly opt to do so, in case they will be serviced as if they were in Stream A for a maximum of six months. 50, where the person opts to participate as a Volunteer prior to 26 June 2015 Stream 1 Stream Services 0-6 months (Stream Participants subject to the SPI measure) Stream A – SPI Case Management Phase 50 Stream Services 0-6 months Stream A – Self Service and Job Activity Phase 50 Stream Services 6-12 months Stream A Work for the Dole Phase 50 Work Experience Phase – in activity Stream A Case Management Phase 50 Work Experience Phase – not in activity Stream A Work for the Dole Phase 50 Compulsory Activity Phase Stream A Work for the Dole Phase 50 Stream 2 Stream Services 0-6 months with a low to moderate JSCI score (Stream Participants subject to the SPI measure) Stream A – SPI Case Management Phase 50 Stream Services 0-6 months with moderate to high JSCI score (Stream Participants subject to the SPI measure) Stream B – SPI Case Management Phase 300 Stream Services 0-6 months with a low to moderate JSCI score Stream A – Self Service and Job Activity Phase 50 Stream Services 0-6 months with a moderate to high JSCI score Stream B Case Management 300 Stream Services 6-12 months with a low to moderate JSCI score Stream A Work for the Dole Phase 50 Stream Services 6-12 months with a moderate to high JSCI score (except Stream Participants aged under 30) Stream B Case Management Phase - 6 months of servicing after which time enter the Stream B Work for the Dole Phase 300 Stream Services 6-12 months with a moderate to high JSCI score (Stream Participants aged under 30) Stream B Work for the Dole Phase 150 Work Experience – in activity with a low to moderate JSCI score Stream A Case Management Phase 50 Work Experience – in activity with a moderate to high JSCI score Stream B Case Management 300