Service Charter
Downloads
- What is a Job Capacity Assessment, how does it assist you?
- The Department of Human Services has engaged experienced organisations to deliver Job Capacity Assessments
- Who will do Assessments?
- Your assistance is valued
- If you are satisfied with your assessment we would like to know
- Privacy
What is a Job Capacity Assessment, how does it assist you?
A Job Capacity Assessment (JCA) is an appointment with a skilled assessor who will:
- assess your capacity to work
- take into consideration your individual circumstances
- wherever possible refer you to services that can help you find and retain work.
Job Capacity Assessors will assist you by assessing your abilities and the barriers to employment and referring you to the right service. The assessment will inform Centrelink in making any decisions regarding your income support eligibility.
The Department of Human Services has engaged experienced organisations to deliver Job Capacity Assessments
All providers have demonstrated a strong track record in undertaking work capacity assessments.
The three biggest JCA providers are Australian Government organisations. They are:
- Centrelink
- Health Services Australia
- CRS Australia.
Fifteen non government providers chosen from a competitive tender process also do JCAs.
Assessors have 1080 sites located across Australia and aim to meet your needs locally.
Who will do Assessments?
Assessors are people who are skilled in assessing the impact of any conditions you may have on your capacity to work.
The standard of service clients can expect from JCA:
- to receive a high quality assessment that is fair, comprehensive, timely and transparent.
- to receive referrals to the most appropriate interventions and programs of assistance to improve their current and future work capacity.
- to be treated with dignity and have their privacy and confidentiality respected.
- to be able to access the premises where JCA services are delivered.
- to receive a professional service.
- to be assisted by staff with relevant skills, qualifications, training and competencies.
- protection of human rights and freedom from abuse.
Your assistance is valued
You can help us by:
- Turning up at your appointed time. Your attendance may be an obligation under the social security law and not attending could affect your payment.
- Letting the assessor know, with a minimum of 24 hours notice if there are exceptional circumstances and you cannot attend.
- If you have a medical condition or disability, taking all your information about this to your appointment.
- Treating assessors with courtesy and respect.
- Being actively engaged in the assessment so the assessor can decide the program most suitable for you.
- Providing full accurate and up to date information about any issues you raise that are relevant to your assessment.
If you are satisfied with your assessment we would like to know
- However, if you are not satisfied you should speak first with the assessor who conducted your assessment.
- If you are still not satisfied after doing this, you can call and lodge a Job Capacity Assessment complaint with Centrelink’s FreeCall™ Customer Relations Line on 1800 050 004* or Centrelink’s TT Y Customer Relations service on 1800 000 567 (only for people who are deaf or have a hearing or speech impairment and have access to use a TTY phone) and your complaint will be investigated.
- If you are not satisfied with Centrelink’s decision regarding your income support, you should contact Centrelink in the first instance. If you are still not satisfied with Centrelink’s decision, you may complain to the Commonwealth Ombudsman either in writing to GPO Box 442, Canberra, ACT, 2601; by telephone to 1300 362 072; or via the online complaint form on their website at www.ombudsman.gov.au.
- Before looking into a complaint the Ombudsman may request that you first contact Centrelink’s FreeCall™ Customer Relations Line.
- The Department of Human Services regularly monitors provider performance and complaints. Your feedback is important.
Privacy
- Job Capacity Assessment providers are required to protect your privacy and provide a confidential service.
- Any personal information collected or held about you is protected by law. Your information can only be given to someone else in circumstances as allowed or required by Commonwealth law or when you give permission.
- You may make a request to Centrelink under the Freedom of Information Act 1982 to obtain or inspect your Job Capacity Assessment report.
* Calls to 1800 numbers are free of charge, but calls from pay phones or mobile phones to 1800 numbers may be charged at a higher rate.
Notes
- To view PDF documents you will need Adobe Acrobat Reader.
- To recieve this information in a different format please email jca.feedback@humanservices.gov.au.