Assistance to Participants Guideline
Document change history
Version
Start date
Effective date
1.0
04 04 2016
04 04 2016
End date
Change and location
Original version of document
Explanatory Note
All capitalised terms have the same meaning as in the ParentsNext Deed (the Deed). In this document, ‘must’
means that compliance is mandatory and ‘should’ means that this represents preferred practice.
Disclaimer
This Guideline is not a stand-alone document and does not contain the entirety of ParentsNext Project
Providers’ obligations.
It must be read in conjunction with the Deed and any relevant Guidelines or reference material issued by
Department of Employment under or in connection with the Deed.
Summary
This Guideline specifies ParentsNext Project providers’ (Project providers) responsibilities with respect to the
assistance provided to Participants, the Project Delivery Plan and ParentsNext Project Guarantee.
Policy Intent
Project providers will provide assistance to Participants in preparing for employment. Assistance will focus on
identifying education and employment related goals, identifying and addressing barriers to employment,
making suitable referrals for Participants and managing the compliance of Compulsory Participants. The
ParentsNext Project Guarantee outlines the minimum standards that all Project providers must adhere to when
delivering Projects. Each ParentsNext Project will have a Project Delivery Plan that outlines the strategies,
approaches and activities to assist Participants.
Relevant Deed clauses/s
The relevant clauses in the Deed include:
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Clause 1—Definitions and Interpretations
Clause 4—General Requirements
Clause 23—Use and management of Funding
Clause 24—General reporting
Clause 28—Performance assessments
Clause 29—Customer feedback process and Customer feedback register
Clause 37—Access by Participants to Records held by the Funding Recipient
Clause 66—Compliance with laws and government policies
Clause 67—Use of Interpreters
Clause 71—Engagement with other services in the community
Clause 77—Appointments and Contacts with Participants
Clause 78—General requirements for a Participation Plan
Clause 81—Performance Indicators
Clause 83 —Assistance
Assistance for Participants Guideline.
TRIM ID: D16/377553
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Clause 84—Services in the Local Government Areas and Excluded Referrals
Clause 87—Activities
Clause 88—Work health and safety and Voluntary Work
Clause 90—Other Matters
Clause 91 – Monitoring
Annexure A1—Definitions
Annexure B1—ParentsNext Project Guarantee
Schedule 2 – Project Delivery Plan
Relevant references
Reference documents relevant to this Guideline include:
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Managing and Monitoring Appointments Guideline
Activities and Referrals Guideline
Project Reporting Guideline
Participation Requirements and Participation Plan Guideline
ParentsNext Compliance Framework Guideline
Records Management Instructions
Learning Centre website
Assistance for Participants Guideline.
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Process
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Assistance to
Participants
Project providers must have regular, minimum six-monthly, ongoing contact with
Participants and deliver individually tailored assistance to each Participant to assist
them to address any barriers and prepare for employment.
Deed clause references:
 Clause 4
 Clause 37
 Clause 66
 Clause 71
 Clause 77
 Clause 78
 Clause 83
 Clause 84
 Clause 87
 Clause 91
 Annexure A1 –
Definitions
 Annexure B1
 Schedule 2
Project providers must:
 develop a Participation Plan with each Participant that identifies their
education and employment related goals and the types of activities that the
Participant will undertake to achieve these goals. Refer to Participation
Requirements and Participation Plan Guideline
 support Participants to access the full range of Activities and services in
their local area. This can include providing, Purchasing, Brokering or
arranging Activities, such as Voluntary Work, for Participants. Refer to the
Activities and Referrals Guideline
 address vocational skills, for example literacy and numeracy, training
relating to a specific job, and practical skills needed for employment
 address non-vocational barriers, for example mental health issues, sociocultural issues, personal issues, legal issues and environmental issues (for
example, housing) through appropriate referrals
 help Participants to increase their educational qualifications, update skills or
gain recognition of prior skills; achievement of Year 12 or a Certificate III
(and higher) qualification is a priority for parents identified as early school
leavers
 from 1 July 2016, refer Participants to jobactive and other relevant
employment programmes, where appropriate
 promote the ParentsNext Project in the local community and encourage
voluntary participation
 actively involve Participants in Project governance to give Participants a say
on how the project is delivered, including but not limited to the types of
Activities that the Project offers to help Participants prepare for
employment
 provide assistance as outlined in the Project Delivery Plan
 conduct the ParentsNext Project in accordance with the ParentsNext
Project Guarantee
 assist Compulsory Participants to meet their participation requirements, as
applicable
 monitor Participants’ participation in ParentsNext and manage any failure
to participate in accordance with the ParentsNext Compliance Framework
Guideline and Participation Requirements and Participation Plan Guideline.
Project providers should:
 establish rapport with Participants, focus on their strengths and interests,
and build confidence
 help Participants to successfully combine planning and preparation for
employment with their parenting responsibilities, for example, through
time management, parenting skills and the use of child care. Please note if
Project providers arrange for any child minding, crèche or babysitting
facilities for Participants’ children they must adhere to the relevant working
with children checks, refer to Activities and Referrals Guideline.
 assist Participants to access child care assistance such as Child Care Benefit
(CCB), Child Care Rebate (CCR), Jobs, Education and Training (JET) Child Care
Fee Assistance. Please see Access to child care assistance below.
Assistance for Participants Guideline.
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Acess to child care
assistance
connect Participants with community networks and organisations including:
pre-schools and primary schools; training providers, employment services
and other service providers; child care centres and community-based
parent support groups; and the Department of Human Services.
encourage Participants to become ready to take up paid employment, now
or in the future, and to plan accordingly.
Project providers must assist Participants to access child care assistance.
Parents may be eligible for the following child care assistance:
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Child Care Benefit — assists with the cost of approved and registered child
care
Child Care Rebate — covers up to 50 per cent of the out-of-pocket costs of
child care if parents are working, studying or training
Jobs, Education and Training (JET) Child Care Fee Assistance — helps with
the cost of approved child care if eligible parents want to return to work
after having a child and are doing activities such as job search, work, study
and training, or participating in ParentsNext.
Jobs, Education and Training (JET) Child Care Fee Assistance
Approved activities for JET Child Care Fee Assistance includes job search, paid or
unpaid work, study or training, participating in a labour market programme
(includes ParentsNext) or participating in other activities that help parents engage in
sustainable work. Parents can access JET Child Care Fee Assistance for a limited
period of time depending on the activity they are undertaking, for example, up to
26 weeks of assistance while doing paid or unpaid work.
ParentsNext is an approved labour market programme activity for JET Child Care
Fee Assistance. Participants in ParentsNext may also be eligible for JET Child Care
Fee Assistance if they are undertaking paid or unpaid work or study or training
activities. Project providers should ensure that Participants are aware of differences
in level of assistance depending on the activities being undertaken, including the
hours per week and for how long a Participant can access JET Child Care Fee
Assistance. Project providers should then help Participants find the level of
assistance that is most appropriate for an individual.
For further information on all child care assistance please refer to the mychild
website www.mychild.gov.au.
Participants must be directed to contact DHS for assistance with claiming child care
assistance. www.humanservices.gov.au/customer/subjects/assistance-child-carefees.
Participant
involvement in
Project governance
Deed clause references:
 Clause 24
 Annexure A1 –
Definitions
Project providers must actively involve Participants in Project governance to give
Participants a say on how the Project is delivered, including but not limited to the
types of Activities that the Project offers to help Participants prepare for
Employment. Examples of involving Participants in the governance of the Project
could include, establishing:
 a Project advisory board,
 a Project steering committee, or
 any other type of governing body.
When establishing a governing body Project providers should consider how to
involve Participants, for instance will Participants be selected by the Project
Assistance for Participants Guideline.
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provider, volunteer to be part of Project governance, participate on a rotating basis,
or by some other arrangement?
Project providers should consider how to best communicate and receive feedback
and suggestions from Participants about the way the Project operates, including
Project Activities. Project providers need to consider how contributing ideas can be
made easy and convenient for Participants, examples could include utilising online
forums, email surveys, handouts at group sessions and/or a suggestion box.
Project providers must keep records of the governing body they establish for
Participants and any suggestions and input received by Participants, for reporting
purposes. Project providers will be required to provide evidence of Participant
involvement in the Project’s governance in Project Activity Reports, for further
information refer to the Project Reporting Guideline.
Engagement with
other services in
the community
Deed clause references:
 Clause 28
 Clause 71
 Clause 81
 Clause 84
 Annexure A1 –
Definitions
Project providers are expected to be aware of and work cooperatively with other
programmes and services provided by:
 the Australian Government
 state and local governments, and
 private and community organisations and stakeholders.
This includes programmes and services provided in their Local Government Area, for
example:
 Employment services providers
 schools, and
 other education and training institutions.
Project providers are expected to provide Participants with advice and
recommendations for Activities and facilitate referrals as required.
Through Project Activity Reports the Department will take into account the level of
engagement a Project provider has with local community services and organisations
when assessing performance. Refer to the Project Reporting Guideline.
For further advice on Activities and ParentsNext refer to the Activities and Referrals
Guideline.
Interpreter services
When to use an interpreter
Deed clause references:
 Clause 23
 Clause 67
 Annexure A1 –
Definitions
Project providers must, where necessary, use an interpreter for contact with a
Participant where the Participant requests an interpreter, or where the Project
provider assesses that an interpreter is needed to communicate effectively with the
Participant. Where a Participant requests the use of an interpreter and the Project
provider refuses to provide one, the Project provider must record the reason for the
decision.
The Project provider must ensure that any of its staff assisting Participants who
require interpreter services and who engage interpreters have received appropriate
training in the use of interpreters. The costs incurred when using an interpreter
must be met by the Project provider.
The Initial Appointment scheduled time may need to be changed in order to allow
time to arrange access to an interpreter.
Who can be an interpreter
Where possible a qualified interpreter should be used. Interpreters employed by
Assistance for Participants Guideline.
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the Project provider may be used or outside interpreters may be engaged. The
Project provider should be aware of the risks of using a staff member to fulfil the
role of both delegated decision maker and interpreter. These risks include a real
conflict of interest or the perception of one—which may affect the Participant’s
participation or disclosure. The use of family or friends to provide interpreting
services is discouraged.
Translators and translator services may be accessed through the Translating and
Interpreting Service (TIS National) through the Department of Immigration and
Border Protection. Further information can be found at www.tisnational.gov.au.
Complaints and
Customer feedback
process
Deed clause references:
 Clause 29
 Annexure A1 –
Definitions
Project providers must establish a Project Customer feedback process and tell
Participants how to use it.
Project providers must let Participants know they can make a Complaint directly to
the Department. Participants can either call the Department’s National Customer
Service Line on 1800 805 260 (free call from landlines) or send in any complaints
using the ParentsNext Complaints, Compliments and Suggestions form which can be
found at www.employment.gov.au/parentsnext.
As part of dealing with Participant Complaints, Project providers must:
 explain the Customer feedback process to Participants upon their Initial
Appointment with the ParentsNext Project
 ensure that all Complaints received are investigated by an appropriately
senior staff member of the Project provider
 effectively and promptly communicate the outcome of any investigation
and any action the Project provider is going to take in response to a
Complaint to the relevant complainant and to the Department if requested,
and
 when approached by the Department, actively assist:
o the Department in its investigation of any Complaint, including
providing responses to any requests made by the Department
within required timeframes
o in negotiating a resolution to any Complaint, and
o any other authorities in negotiating a resolution to any Complaint,
where the Participant has chosen to utilise other legislative or other
complaints mechanisms.
If the Participant is dissatisfied with the results of the Customer feedback process,
Project providers must refer the Participant to the Department’s National Customer
Service Line for further investigation of the matter.
Assistance for Participants Guideline.
TRIM ID: D16/377553
Effective Date: 4 April 2016
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ParentsNext Project Guarantee
This ParentsNext Project Guarantee reflects the Australian Government’s expectations of ParentsNext
Project providers. It sets out the minimum level of service each Participant can expect to receive, as well
as the requirements they need to meet while preparing for employment.
The objectives of ParentsNext are to:
 target early intervention assistance to parents at risk of long-term welfare dependency
 help parents identify their education and employment related goals and participate in activities that help
them achieve their goals
 connect parents to local services that can help them address their barriers to employment.
What you can expect from your ParentsNext Project provider
Your ParentsNext Project provider will:
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treat you fairly, with respect and in a culturally sensitive way
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clearly explain your requirements to you while you participate in your ParentsNext Project, either as a
Compulsory or Voluntary Participant
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identify your previous education and work experiences, your strengths and any challenges you or your
family face to increase your work readiness
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help you identify your education and employment related goals and work with you to develop your
Participation Plan to help you achieve these goals. Your Participation Plan sets out the assistance you will
receive and the minimum requirements you need to meet if you are a Compulsory Participant
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identify activities and services in your local community to help you to prepare for employment
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refer you to suitable activities and services that you agree to undertake
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if applicable, identify education courses aimed at completing Year 12 or gaining a Certificate III or higher
qualification
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connect you with local services and programmes to address barriers to employment
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advise you on the local jobs market, if required
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contact you at least every six months to review your goals and progress and work with you to update your
Participation Plan
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reassess your needs if your circumstances change
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provide the assistance set out in the Project Delivery Plan.
If you are a Compulsory Participant and your ParentsNext Project provider determines that you are not meeting
your requirements or cannot be contacted, they may raise a ParentsNext Compliance Report with the
Department of Human Services. This may result in your income support payment being suspended until you reengage satisfactorily with your ParentsNext Project.
If you are a Voluntary Participant and you are not participating satisfactorily and cannot be contacted, you will
be exited from the ParentsNext Project.
Assistance for Participants Guideline.
TRIM ID: D16/377553
Effective Date: 4 April 2016
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What is expected of you
There are some things you need to do, including:
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treat staff and other Participants at your ParentsNext Project fairly, with respect and in a culturally sensitive
way
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make every effort to attend all contacts with your ParentsNext Project provider and the Department of
Human Services (if applicable), including scheduled telephone contacts
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sign the Participation Plan containing the activities you have agreed to do
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do everything you are required or have agreed to do in your Participation Plan
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if you are a Compulsory Participant, attend and participate appropriately in the compulsory activity in your
Participation Plan
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let your ParentsNext Project provider know as soon as possible if you are unable to attend an appointment
or have difficulty doing an activity in your Participation Plan
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notify your ParentsNext Project provider and, if applicable, your activity provider, as soon as possible if you
are unable to attend an activity
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provide your ParentsNext Project provider with evidence to support your inability to attend a contact or
activity, e.g. a medical certificate
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notify your ParentsNext Project provider of any changes in your circumstances, e.g. if your address or
telephone number changes.
Your personal information is confidential
Your personal information is protected by law, including the Privacy Act 1988. Your ParentsNext Project provider
will only tell service providers things about you that relate to your participation in the Project and related
activities and services.
Your ParentsNext Project provider may also share information with the Department of Employment and the
Department of Human Services. Your ParentsNext Project provider will check with you first before sharing
personal information about you with any other government agency.
You can ask to get access to any information your ParentsNext Project provider holds about you, and have it
corrected if needed.
Compliments, suggestions or complaints
Your views about the assistance you receive are important. The Department of Employment and your
ParentsNext Project provider value any feedback you may have.
If you don’t think you are receiving the right help and would like to make a complaint, please talk to your
ParentsNext Project provider first. Your ParentsNext Project provider will offer a feedback process which is fair
and will try to resolve your concerns.
ParentsNext Project provider
ParentsNext Project
If you have any concerns about your income support payments, you should contact the Department of Human
Services. Contact details for the Department of Human Services can be found at www.humanservices.gov.au.
Assistance for Participants Guideline.
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Effective Date: 4 April 2016
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