Preparing for an Ongoing Support
Assessment Advice
V 1.2
Disclaimer
This document is not a stand-alone document and does not contain the entirety of Job
Services Australia Providers' obligations. It should be read in conjunction with the
Employment Services Deed 2013-2015 and any relevant guidelines or reference material
issued by DEEWR under or in connection with Disability Employment Services Deed 20122015.
Preparing for an Ongoing Support Assessment Advice
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Table of Contents
Table of Contents ........................................................................................................... 2
Document Change History ............................................................................................. 3
Introduction ................................................................................................................... 3
Ongoing Support Assessment Allocations ..................................................................... 3
Accepting or rejecting the Allocation ................................................................... 3
Information for the Ongoing Support Assessor .................................................... 4
DES provider’s information for the Participant .................................................... 4
Interviews....................................................................................................................... 5
When a telephone or video-conference interview is appropriate ....................... 6
Arranging multiple DES provider or employer interviews .................................... 6
Interview Location ................................................................................................ 7
Special Interview Requirements .................................................................................... 7
Advocates and other third parties ........................................................................ 7
Special interviewer requirements......................................................................... 7
Arranging Auslan or other language interpreters ......................................................... 7
Who can perform interpreting services? .............................................................. 8
Bilingual assessors used in lieu of interpreters .................................................... 8
An interpreter cannot be arranged, or does not attend ...................................... 8
Conflict of interest for interpreters ...................................................................... 9
Managing Attendance.................................................................................................... 9
Adequate notice for Ongoing Support Assessment Interviews ............................ 9
Non-attendance by Participants ........................................................................... 9
Participant does not wish to participate in an interview. .................................... 9
Conflict of Interest ....................................................................................................... 10
Conflict of interest where the Ongoing Support Assessor knows the Participant
................................................................................................................. 10
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Preparing for an Ongoing Support Assessment Advice
Document Change History
Version
Start
Date
Effective
Date
End
Date
1.3
16 Feb 15
1.2
1 Jul 13
1 July 13
1.1
15 Jul 11
15 Jul 11
1 Jul 13
1.0
23 Sep 10
23 Sep 10
15 Jul 11 Original version of document
Change & Location
Document updated to meet Accessibility
requirements
References to remote fees has been
removed due to introduction of RJCP
program.
Miscellaneous: Additional information
provided on Translating and Interpreting
Service (TIS) and the Code of Ethics
followed by interpreters (p.7)
Introduction
The purpose of this document is to provide advice to the Ongoing Support Assessor
about pre interview preparation for an Ongoing Support Assessment (OSA).
Further advice can be found in the Conducting an Ongoing Support Assessment
Advice, and Completing an Ongoing Support Assessment Advice.
The Ongoing Support Assessor should work together with the DES provider to
minimise any potential for disruption or inconvenience to the Participant and
Employer during the Ongoing Support Assessment.
Ongoing Support Assessment Allocations
Accepting or rejecting the Allocation
Allocation of an Ongoing Support Assessment Work Order is initiated by the
Disability Employment Services (DES) provider using DEEWR’s IT Systems. The
Ongoing Support Assessor should accept or reject the Work Order within one
business day by selecting ‘Accepted’ or ‘Not accepted’ on the Work Order tab of the
Assessment Report in DEEWR’s IT Systems.
If the Work Order is accepted, the Assessor should then start to make arrangements
for the Ongoing Support Assessment interviews and identify any special interview
requirements, such as an Auslan Interpreter.
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The OSA Assessor may contact the DES provider for assistance to arrange relevant
interviews and access to relevant information to assist them to conduct a File
Assessment.
If the Work Order is rejected, the reason for the rejection should also be selected
from the ‘drop down list’ provided on the Work Order tab of the Assessment Report.
Information for the Ongoing Support Assessor
When the Ongoing Support Assessor receives a Work Order it will be pre-populated
with the following information:
Assessment Details - identify the reason and due date for the Assessment.
Participant Details - include the name and contact details of the relevant Participant.
DES provider Details - identify the DES provider that initiated the Assessment
Allocation, the date the Allocation was made and the DES provider contact details.
The ‘Provider comments’ field on the Assessment Overview tab will also include any
other information the DES provider deems to be relevant, including:
 Whether the Participant has any special interview needs
(see Special Interview Requirements section)
 Whether an interpreter is required and if so, the relevant language
(see Arranging Auslan or other language interpreters section)
This information will help the Ongoing Support Assessor prepare for the interview
and accommodate Participant’s specific needs.
Employer Details - identifies the Participant’s employer address and contact details.
The ‘Provider comments’ field on the Assessment Overview tab will include any
other information the DES provider deems relevant, such as information on multiple
Job Placements, and who is the best employer contact for obtaining relevant
information.
Please note: The Ongoing Support Assessor should contact the DES provider before
arranging any interviews, to gather other relevant information not already prepopulated in the Assesment Report and seek assistance to arrange interviews.
DES provider’s information for the Participant
Prior to the Assessment Allocation, the DES provider will inform the Participant of
the upcoming Ongoing Support Assessment, including:
 The reason for the Assessment (i.e. to determine the level of Ongoing
Support to help maintain employment);
 The nature of the Assessment (i.e. a discussion to talk about past and future
Ongoing Support requirements);
 The requirement to bring any relevant evidence or documents to the
Assessment interview; and
 The compulsory nature of the Assessment for Activity Tested Participants.
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This information can be complemented by the Informing the Participant of the
Ongoing Support Assessment interview Fact Sheet.
Interviews
The majority of interviews will be conducted in person, i.e. ‘face to face’. Ongoing
Support Assessors are expected to make every effort to arrange face to face
interviews unless this is clearly inappropriate.
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When a telephone or video-conference interview is appropriate
A telephone or video-conference interview may be required when an Interviewee’s
circumstances prevents them from attending a face to face interview.
Generally, telephone or video-conference interviews can replace face to face
interviews only where:
 The Participant has severe mobility restrictions due to disability, illness or
injury;
 The Participant is confined to hospital, home or residential service due to a
medical condition or legal requirement;
 The Participant is unwilling to participate in a face to face interview, but will
agree to a telephone interview;
 The Interviewees would be required to travel for more than 60 minutes to
attend an interview and there are no suitable facilities for the Ongoing
Support Assessor to conduct an interview in the local area;
 Travel for both the Interviewees and Ongoing Support Assessor is impossible,
or unreasonable, for other reasons (e.g. Natural disaster).
 The employer is unavailable due to business constraints.
Rescheduling or not attending previous interviews is not a sufficient reason for a
telephone interview unless non-attendance is due to the Participant’s condition, or
other extenuating circumstances.
The Ongoing Support Assessor should determine whether to undertake a telephone
or video-conference interview based on advice or documentation provided by the
DES provider, the employer, or Participant. The decision to undertake a telephone or
video-conference interview should be made by the Ongoing Support Assessor on a
case-by-case basis.
Ongoing Support Assessors are required to record the reason for not conducting a
face-to-face interview in the drop down list provided on the Participant, Provider or
Employer Report tabs of the Assessment report.
DEEWR will monitor the number of, and reasons for telephone or video-conference
interviews. Excessive or inappropriate use of these media will be discussed with
Ongoing Support Assessors as part of performance management and quality
assurance arrangements.
Arranging multiple DES provider or employer interviews
There may be cases where a Participant has recently transferred between DES
providers, with the Participant’s previous DES provider having significant additional
information on the Participant’s Ongoing Support needs. In this case, the Ongoing
Support Assessor may choose to contact and interview the previous DES provider.
This decision is at the discretion of the Ongoing Support Assessor and should be
determined on a case by case basis.
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There may also be cases where a Participant has multiple Job Placements. When this
occurs, the Ongoing Support Assessor should determine which Job Placement(s) the
Participant present the highest barriers or support needs to maintain their
employment. This can be determined by gathering information from the DES
provider and/or the Participant. The Ongoing Support Assessor may interview more
than one employer if they consider this is in the Participant’s best interest and would
produce the most appropriate Ongoing Support Assessment Recommendation.
Interview Location
The time and location of interviews are negotiated between the relevant parties and
could result in all interviews being conducted at the same time and location.
Aternatively, it may be possible for all interviews to be conducted in different
locations for example the DES provider’s site, the Participant’s workplace or another
location preferred by the Participant. Travel, access and other requirements of the
Participant and Employer should be considered when determining the best location
to conduct interviews Where a Participant has given permission for the employer
interview to be conducted, a workplace assessment is required under the Deed of
Standing Offer for Disability Employment National Panel of Assessors 2010-12.
Special Interview Requirements
Some Participants will require special interview arrangements. The Ongoing Support
Assessors should view the ‘Provider comments’ field on the Assessment Overview
tab in DEEWR’s IT Systems to check whether the DES provider has advised any
special interview requirements. If the DES provider has not recorded any
information, the Ongoing Support Assessor should check whether the Participant has
any special interview requirements when arranging interviews.
Advocates and other third parties
Participants may wish to have an advocate, DES provider, friend, or family member
attend the interview with them. If this is the case, the Ongoing Support Assessor
should ensure that the third party is accommodated. In some cases, the DES provider
may also advocate on the Participant’s behalf.
Special interviewer requirements
Occasionally, for religious, cultural, or personal reasons, a Participant will require an
Ongoing Support Assessor of a particular gender. If a DES provider indicates this,
assessors should make every effort to ensure that a suitable assessor is assigned. If
this cannot be arranged, consider either having a third party attend the interview
with the Participant or reassigning the assessment to another provider.
Arranging Auslan or other language interpreters
Participants may require an Auslan or other language interpreter. The requirement
for an interpreter will be flagged by the DES provider in the ‘provider summary’ field
in the Assessment overview tab, with details of the relevant language.
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As the DES provider is likely to have existing arrangements in place as part of
providing Ongoing Support, a DES provider is usually best placed to arrange for an
Auslan or other language interpreter. However, this arrangement should be
confirmed on a case by case basis between the DES Provider and OSA assessor.
DES Providers, employers, employees and individuals with disability may seek
financial assistance from the Employment Assistance Fund (EAF) for Auslan
interpreting costs. Providers apply for the EAF via the JobAccess website, and more
information about the EAF may also be found in the Applying for Employment
Assistance Fund – DES and JSA Provider Guidelines.
The Department of Immigration and Citizenship (DIAC) provides the Translating and
Interpreting Service (TIS) National interpreting service for people who do not speak
English and for the English speakers who need to communicate with them. More
information on TIS National is available at the Department of Immigration and
Citizenship – Living in Australia.
Who can perform interpreting services?
Ongoing Support Assessors should ensure that interpreter services used are
accredited to National Accreditation Authority for Translators and Interpreters
(NAATI) standards wherever possible.
The use of family members, friends of the Participant or other unqualified
interpreters is not generally acceptable, though Participants may wish to have a
family member or advocate attend in addition to the interpreter.
DEEWR recognises that in some cases it may be impossible to secure an accredited
interpreter, for example when an Aboriginal or Torres Strait Islander Participant
requires an interpreter in a regional area, and a telephone interview with an
interpreter is inappropriate. In these cases the Ongoing Support Assessor should
make every effort to secure an interpreter for the relevant language. The Ongoing
Support Assessor should note in their report that, while the interpreter was not
accredited, they were the only available resource.
Bilingual assessors used in lieu of interpreters
If a Participant with interpreter requirements is referred to an Ongoing Support
Assessor and the provider has an available assessor that is proficient in the relevant
language, there may be no need to engage an interpreter.
An interpreter cannot be arranged, or does not attend
It may not be essential for an interpreter to physically attend an interview. The
Ongoing Support Assessor may be able to arrange for telephone or video
interpreting services.
If an interpreter does not attend and the Ongoing Support Assessor is unable to
proceed, the interview should be rescheduled with minimum inconvenience to the
Participant.
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Conflict of interest for interpreters
Interpreters are subject to privacy provisions and Codes of Ethics as required by the
Australian Translators and Interpreters Peak Body to protect Participant information
and will be required to declare any conflict of interest in providing services for a
particular Participant. Participants will be able to request that an interpreter not be
used if there is a conflict of interest, for example a personal connection or
relationship.
In smaller communities it may be difficult to secure a suitably independent face to
face interpreter. In cases where it is impossible or inappropriate to secure a locally
available interpreter, a telephone interpreting service could be used with an
interpreter selected from anywhere in Australia.
Managing Attendance
Adequate notice for Ongoing Support Assessment Interviews
Where possible, the OSA Assessor should consult with the DES provider who can
help arrange relevant interviews, particularly with the Employer and Participant. It is
recommended that interviews are arranged by phone and organised at the earliest
convenience for the DES provider, employer and the Participant.
Notification of interviews may be given to the Participant and employer either
verbally or in writing. For any interviews which must be scheduled by letter, the
interview should be made for at least five working days after the date of the
notification.
Non-attendance by Participants
If a Participant does not attend their scheduled Ongoing Support Assessment
interview, the Ongoing Support Assessor should, in the first instance, phone the DES
provider to assist in re-scheduling another interview with the Participant.
If the Participant does not wish to schedule a new interview, the Ongoing Support
Assessor should record details of the Participant notification in the ‘Details of
contact/Attempts to contact’ field on the Participant Report Tab and contact DEEWR
to cancel the report.
Participant does not wish to participate in an interview.
If the Participant refuses to participate in the interview, the Ongoing Support
Assessor should note the details of the Participant’s refusal in the ‘Summary of
participant Interview’ field of the Participant Report section of the Assessment and
notify the Participant’s DES provider of all non-attendance. The DES provider should
discuss with the Participant the benefits of participating in an interview and
consequences of non-attendance and then take appropriate action.
If a Volunteer (Non - Activity Tested) Participant decides not to undertake an OSA
they are not eligible to participate in DES and the DES provider should action a
provider exit.
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If a Volunteer (Activity Tested) Participants decides not to undertake an OSA they are
not eligible to participate in DES and the DES provider must end the volunteering
period, therefore re‐instating the suspension period.
If an Activity Tested Participant does not attend an OSA interview they must attend
the subsequent scheduled interview. Failure to attend a second scheduled interview
without notifying the OSA provider with a valid excuse will result in a follow‐up
contact from Centrelink. Centrelink will suspend the Participant’s income support
payment pending the Participant’s contact with Centrelink to re‐schedule the
interview. If the Participant attends the rescheduled Centrelink interview their
payments may be restored including any missed payments. Failure to attend the
Centrelink scheduled appointment may result in cancellation of the Participant’s
income support payment if they do not contact Centrelink and attend the OSA after
missing the scheduled interview. Refer to the Disability Employment Services
Participant Compliance Guidelines for further information.
Please note: In most instances, if the Participant Intervioew section of the report cannot be
completed for any reason, the report should be cancelled by the Department and no fee is
payable for the Assessment
Conflict of Interest
Conflict of interest where the Ongoing Support Assessor knows the Participant
If an Ongoing Support Assessor is assigned an Assessment (for a Participant,
employer or DES provider) with whom they have a personal history, connection or
relationship, they should consider if this could represent, or be perceived to
represent, a conflict of interest should the interview proceed. If a conflict of interest
is identified, the Ongoing Support Assessor should attempt to have the interview
assigned to another assessor within their organisation without changing the
interview details.
If no other Ongoing Support Assessor is available at the scheduled time, the assessor
will need to advise DEEWR at the earliest opportunity so that DEEWR can re-allocate
the assessment to another NPA provider.
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