Section 3: Continuous improvement
Standard 1: Service access
How Standard 1 applies to all service types:
Each person with a disability who is seeking a service has access to a service on the basis of relative need and available resources.
Standard 1 context
Policy and program context for Australian Disability Enterprises
Service access is about how a person can enter an Australian Disability Enterprise and the circumstances in which they can exit from, or no longer have access to it. In terms of entry, the Australian Disability Enterprise will need to define their:
- Target group - the group of people whose needs the service it is designed or funded to meet, potentially specifying characteristics, such as age, geographical location and the type of needs which can be met;
- Eligibility criteria - the criteria for determining whether a person is part of their target group and therefore eligible to apply to enter the service; and
- Entry process - the basis for deciding between applicants when there are more people who want to use the Australian Disability Enterprise than there are vacancies available.
Australian Disability Enterprises must be able to demonstrate that their entry processes are non-discriminatory in respect of age, gender, race, culture, religion or disability. This means that their eligibility criteria must not contain any restrictions on entry other than those defined by their target group and FaHCSIA contractual obligations. Similarly, the process for allocating priority between eligible applicants should only be based on FaHCSIA contractual requirements, the relative needs of applicants and available resources.
In terms of exit processes, Australian Disability Enterprise might need to consider:
- The circumstances in which workers can voluntarily leave the service, for example, when their needs have changed;
- Your contractual requirements in relation to exits;
- The circumstances in which supported employees can be required to leave and the basis on which such decisions may be made, for example, when their needs can no longer be met;
- The criteria for when an employee will not be involved in the decision, and how any decisions will be communicated to the individual;
- Your organisation's approach to referrals to other services;
- What happens to personal information about a supported employee when he or she leaves ; and
- How the supported employee will be involved in decisions about any of these steps.
Standard 1 aims to ensure that entry and exit procedures are fair and equitable and consistently applied.
Return to top
Policy and program context for Disability Employment Services providers
Service access is about how a person can enter a disability employment service and the circumstances in which they can exit from, or no longer have access to, the service.
In terms of entry, the service will need to define their:
- Target group - the group of people whose needs the service is designed or funded to meet, potentially specifying characteristics, such as age, geographical location and the type of needs which can be met; and
- Entry process - how job seekers presenting directly to the service, or through the Job Capacity Assessor (JCA) pathway, are accepted to the service, or referred elsewhere. This includes the process for making electronic appointments available and process for following up if the jobseeker does not attend
While most referrals to Disability Employment Services providers are through the JCA pathway, direct registration is available for the following groups:
- Eligible School Leavers
- Job in Jeopardy participants
- Special Class Clients
These groups do not require a Job Capacity Assessment to enter the Disability Employment Services program; instead providers conduct an assessment of eligibility against the program guidelines.
Services must be able to demonstrate that their entry processes are non-discriminatory in respect of age, gender, race, culture, religion or disability. This means that the service's eligibility criteria must not contain any restrictions on entry other than those defined by the service's target group, JCA assessment and contractual obligations.
Disability Employment Services are fully demand-driven and uncapped so there are no waiting lists or limits on accepting eligible participants referred from a Job Capacity Assessor. Providers are required to accept and assist all eligible people with a disability. Some Disability Employment Services participants have an obligation under Social Security Law to work with an employment services provider in order to continue receiving their Centrelink payments. While providers are expected to try to engage with other participants, people without activity test or participation requirements – such as those on Disability Support Pension – can choose to leave assistance if they no longer wish to find a job or maintain their employment.
In terms of exit processes, your service might need to consider:
- The circumstances in which participants can be required to leave the service and the basis on which such decisions may be made, for example, when the service can no longer meet their needs; or when the participant fails to meet the voluntary activity requirements
- The circumstances in which participants that do not have participation requirements can voluntarily leave the service, for example, when they have gained employment or their needs have changed;
- the contractual requirements with DEEWR for undertaking a Program Review and performing a Provider Exit;
- The circumstances in which a participant can transfer from one provider to another, for example: where a participant requests a transfer and their provider agrees, or where the participant believes they will receive a better service from another provider;
- Your service's approach to referrals to other services;
- What happens to personal information about a participant when he or she leaves the service; and
- How the participant will be involved in decisions about any of these steps and how they will be informed of the outcome.
Standard 1 aims to ensure that entry and exit procedures are fair and equitable and consistently applied.
Return to top
