• Access to Employment Services Providers occurs mainly through referrals from Centrelink but you may be able to self-refer. There are a number of different programs available and as a result access is based on an individual’s assessed barriers to finding and maintaining employment.
• When you register for income support with Centrelink, they will ask you a series of questions to assess your individual circumstances and the impact this might have on your ability to find employment.
• This group of questions is called the Job Seeker Capacity Instrument (JSCI) and includes questions about your:
  • education level
  • personal circumstances
  • work experience.
• If this questionnaire identifies that you have barriers to work, you will be sent to a Job Capacity Assessor whose role it is to assess how your medical conditions or identified barriers to work affect your capacity to work.
• These assessors will make recommendations as to which Employment Service Provider would suit you best and will refer you to one of these providers.
• You have a right to take a couple of days after your Job Capacity Assessment to investigate providers in your area and the Welfare Rights Centre (WRC) encourages you to do this.
• If you have been with an Employment Service Provider in the previous 12 months, and you need to be linked up with a service again, you will be referred to that same provider.
  • If you do not wish to be with the same provider you can discuss this with Centrelink.

• Job Seekers using Job Services Australia are classified into four separate “streams”.
• “Streams” are used by Job Services Australia and Centrelink to indentify the level of service a job seeker may require in order to get work.
  • Jobseekers that are viewed as “work ready” will be referred to stream 1.
  • Those with relatively moderate barriers to employment and those who have lost their job due to the impact of the global recession will be referred to stream 2.
  • Jobseekers with relatively significant barriers will be referred to stream 3.
  • Jobseekers with severe non-vocational barriers to employment, including highly disadvantaged jobseekers in the community, vulnerable young jobseekers and vulnerable young students, will be referred to stream 4.
• A person can move from one stream to another without needing to change providers.

• The role of the Disability Employment Services is to provide specialist assistance to people with disabilities to prepare them to enter work and maintain employment.
• Disability Employment Services assist with employment preparation, job search, promoting skills to employers, negotiating with employers and on-the-job or off-site employment support.
• Disability Employment Services consists of two programs:
  • One for people with a disability, injury or health condition who require the assistance of a disability employment service but are not expected to need long-term support in the workplace.
  • The other is for people with a permanent disability with an assessed need for more long-term ongoing support in the workplace.

• Employment Service Providers are required to provide employment services suited to you.
• You will have a case manager who works with you.
• All services are required to undertake the following activities:
  • conduct an initial interview and develop an Employment Pathway Plan on your first contact ;
  • have regular face-to-face contact with you;
  • provide ongoing training and development activities that meet the skills and labour needs of employers and assist you in obtaining suitable employment;
  • monitor your attendance at appointments and participation in activities such as education or training and work experience as set out in your Employment Pathway Plan;
  • arrange a review after 12 months of service;
  • update your information at any time that circumstances change; and
  • continue to deliver tailored services for you when you engage in Work Experience.

• An Employment Pathway Plan (EPP) lists your obligations to the Employment Service Provider and Centrelink and the provider’s obligations to you.
  • This used to be called an Activity Agreement.
• You will be required to sign the EPP to say that you agree to these obligations.
  • If you fail to complete the activities listed in the EPP you may face financial penalties.
• You can suggest what activities you would like included in the agreement, but the ultimate decision rests with Centrelink or the Employment Service provider.
• EPPs can be changed at any time and should be updated any time your situation changes.
• If you are unhappy with your EPP and believe it is unfair you can appeal it.
• When deciding the terms of an EPP, the Employment Service Provider must have regard to your capacity to comply with the proposed terms, and your needs.
• If you are a voluntary client (one that does not have a requirement to look for work) you will still have an EPP that outlines expected activities but you will not be penalised for not completing them.

• Your provider should have a “customer feedback process” showing how feedback can be provided.
  • This includes Complaints lodged by Customers about the conduct of an Employment Service Provider.
  • Your Provider must give you a copy of these procedures if you request them.
• Generally it is best to raise complaints directly to the provider.
  • If you are unhappy with the outcome of your complaint, or cannot raise your complaint with the provider, you can contact:
    • Job Services Australia Clients:
      • Department of Education, Employment and Workforce Relations Customer Service Line on 1800 805 260 (free call).
    • Disability Employment Services Clients:
      • the Department of Education, Employment and Workforce Relations Customer Service Line on 1800 805 260.
      • You can also call the Complaints Resolution and Referral Service on 1800 880 052(free call), TTY 1800 301 130 (free call).
• You can also make a complaint to the Commonwealth Ombudsman on 1300 362 072 (calls from mobile phones at mobile phone rates) or mail to: ombudsman@ombudsman.gov.au
• If you would like to change providers, you should call the Department of Education, Employment and Workforce Relations Customer Service Line on 1800 805 260 and discuss your issue with them.
  • They can approve your transfer to another provider.
• If you feel unable to raise your concerns, you can contact the WRC for free advice and assistance, and advocacy may be provided.

• Employment Services Providers play a role in the Centrelink compliance regime through the creation and monitoring of Employment Pathway Plans.
  • An Employment Pathway Plan (EPP) lists your obligations to the Employment Service Provider and Centrelink and the provider’s obligations to you. This used to be called an Activity Agreement.
  • You will be required to sign the EPP to say that you agree to these obligations. If you fail to complete the activities listed in the EPP you may face financial penalties.
  • You can suggest what activities you would like included in the agreement, but the ultimate decision rests with Centrelink or the Employment Service provider.
  • EPPs can be changed at any time and should be updated any time your situation changes.
  • If you are unhappy with your EPP and believe it is unfair you can appeal it.
  • When deciding the terms of an EPP, the Employment Service Provider must have regard to your capacity to comply with the proposed terms, and your needs.
  • If you are a voluntary client (one that does not have a requirement to look for work) you will still have an EPP that outlines expected activities but you will not be penalised for not completing them.

Non Compliance

• Employment Services Providers are required to report any non-compliance to Centrelink through a Participation Report.
  • Centrelink will then investigate the matter and may impose penalties such a non payment periods.

• On this site:
  • Selecting an Employment Service Provider
• You can download the following factsheets here:
  • Employment Service Providers Overview
  • Choosing an Employment Service Provider
• Contact the Welfare Rights Centre