Conducting an Ongoing Support
Assessment Advice
V 1.1
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
2009-2012 and any relevant guidelines or reference material issued by DEEWR under or in
connection with Disability Employment Services Deed 2010-2012.
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Table of Contents
Document Change History ............................................................................................................ 3
Introduction ................................................................................................................................ 3
Commencing the Interviews ......................................................................................................... 3
Checking correctness of details .................................................................................................... 3
Explaining the Purpose of the Interview ...................................................................................... 3
Information Gathering ................................................................................................................. 4
Interview techniques .................................................................................................................... 4
Information Required ................................................................................................................... 4
Ongoing Support required ............................................................................................................ 5
Type of Support required ............................................................................................................. 5
Range of Support required ......................................................................................................... 10
Example 1 ................................................................................................................................... 11
Example 2 ................................................................................................................................... 12
Example 3 ................................................................................................................................... 12
Ongoing Support Level required ................................................................................................. 13
Ongoing Support Provided ......................................................................................................... 14
Definition of support .................................................................................................................. 14
Documentary Evidence for the Ongoing Support Assessment ...................................................... 14
Information from the DES provider ............................................................................................ 15
Participant Documentary Evidence ............................................................................................ 15
Recording Evidence .................................................................................................................... 16
Retaining Evidence ..................................................................................................................... 16
Assessment Report Standards .................................................................................................... 17
Conducting an Ongoing Support Assessment Advice
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Document Change History
Version
Start Date
Effective Date
1.1
6 Jun 11
6 Jun 11
1.0
17 Aug 10
17 Aug 10
End Date
Change & Location
6 Jun 11
Original Version
Introduction
The purpose of this document is to provide advice to the Ongoing Support Assessor and explain the
various elements involved in conducting the Ongoing Support Assessment. It explains the process for
conducting the interviews that make up the Ongoing Support Assessment.
Further advice can be found in the Preparing for an Ongoing Support Assessment Advice, and
Completing an Ongoing Support Assessment Advice.
Commencing the Interviews
Checking correctness of details
When conducting interviews, the Ongoing Support Assessor should introduce themselves and
identify the organisation they are employed by.
They should then confirm that the Participant is the person who has been booked for the interview
and can do this by referring to the Participant Report tab of the interview report. The Ongoing
Support Assessor may need the Participant to state their full name, date of birth and contact details.
If photo identification is offered, this will also help with identification. Assessors should review age,
gender and other Participant details, to ensure the identity of the Participant matches the
Participant details on DEEWR’s IT Systems.
Please note: If a Centrelink Participant advises that their address or contact details are
incorrect on DEEWR’s IT Systems, the Ongoing Support Assessor should advise the
Participant that they should notify Centrelink of their new details as soon as possible.
At the Employer Interview, the Employer details should also be verified to ascertain they are the
most appropriate person to talk to in regards to the Participant’s job placement.
Explaining the Purpose of the Interview
DES providers should have already explained to Participants the purpose for the Ongoing Support
interview. The purpose of the interview being to evaluate the effectiveness of support currently
provided to the participant and to recommend an appropriate level of support to maintain
employment.
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Assessors should be guided by information contained in the ‘Reason for Assessment’ field in the
Assessment Overview tab of the Assessment Report to assist in giving a clear explanation of what
the Participant and Employer can expect from the interview. Assessments can be for an initial
assessment or due to an anniversary of the last assessment or due to a change in the Participant’s
circumstances. This will help establish rapport between the interviewees and the Ongoing Support
Assessor and also maximise the Participant’s and Employer’s understanding, and acceptance of the
outcomes of the Assessment.
Information Gathering
Interview techniques
When obtaining information from the interviewees, it is important to ask open questions that elicit
full responses, and then drill down into the answers using prompts when necessary. It is important
not to lead the questioning, so as to not inadvertently receive a particular answer when trying to
elicit all relevant information.
Information Required
When interviewing the Participant and/or their Advocate, the DES provider and Employer, the
Ongoing Support Assessor should gather the following information from each interviewee’s
perspective:

What support has been provided to the Participant since Job Placement, or in the 12 months
since the last assessment?

What has been the outcome/effect of that support?

What are the barriers to working independently?

What are the barriers to maintaining employment?

How does the support address the barriers identified?

What training support has the DES provider provided to the Participant, supervisor and coworkers to assist in maintaining employment?

What training support from the DES provider to the Participant, supervisor and co-workers is
needed to maintain employment?

What support do they think will be needed in the future?

Are there any events in the future that may change the support needs?

Has there been any significant event in the past that triggered a need for Support from the
DES provider?

Are there any significant events that may trigger a need for an increased level of Ongoing
Support in the future?
In all cases, Ongoing Support Assessors should explain that they are interested in finding out what
the Participant can do, rather than what they cannot do, and finding out their barriers and support
needs to maintain employment.
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Ongoing Support required
The nature and extent of a Participant’s current and future support requirements from the DES
provider will determine the Ongoing Support Recommendation.
Type of Support required
The Ongoing Support Assessor should consider what support has been provided by the DES provider,
or through the DES provider since Job Placement, and what was effective in assisting the Participant
towards future independence in maintaining employment. The Ongoing Support Assessor should
focus on what support will be needed in the future
The table below provides information on a number of support needs the Participant may experience
in trying to maintain employment and work independently but is not exclusive. Assessors should
consider the Participant’s support needs across all categories where applicable.
Categories
Social and Behavioural
Assistance
Support
What level of assistance has/will be needed to be provided by the DES
provider since Job Placement(s) and in the future to enable the Participant
to:
a) maintain friendly and cooperative relationships with others;
b) greet and interact with people confidently;
c) behave appropriately in work situations;
d) control and manage anger and frustration appropriately;
e) cope with work-related stress and pressure appropriately;
f)
maintain a positive outlook and mood most of the time;
g) manage fear or anxiety about work issues;
h) display emotions appropriate to the situation;
i)
cope with change in the work environment;
j)
address attitudinal barriers e.g. difficulty in dealing with authority
figures and difficulty accepting direction; and
k) maintain personal hygiene, grooming, and dress appropriate to work
environments.
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Categories
Cognitive Assistance
Support
What level of assistance has/will be needed to be provided by the DES
provider since Job Placement(s) and in the future to enable the Participant
to:
a) learn complex tasks (e.g. involving three or more steps) relevant to
their current job after being shown or instructed in the task once or
twice;
b) learn simple tasks (e.g. involving one or two steps) relevant to their
current job after being shown or instructed in the task once or
twice;
c) solve problems and make decisions appropriate to current work
role;
d) understand and follow complex new instructions (e.g. involving
three or more steps);
e) understand and follow simple new instructions (e.g. involving one or
two simple steps);
f)
remember tasks or instructions for the remainder of the
work/training day after being shown or told;
g) remember tasks or instructions shortly after being shown or told;
h) concentrate on tasks without being distracted; and
i)
plan and organise work tasks.
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Categories
Vocational Assistance
Support
What level of assistance has/will be needed to be provided by the DES
provider since Job Placement(s) and in the future to enable the Participant
to:
a) undertake the full range of tasks required for their current job;
b) understand the basic requirements of employment (e.g. attending
work, reporting to supervisor, complying with instructions);
c) demonstrate a level of work productivity and work quality, including
OHS standards acceptable in the workplace (including under
supported wages system);
d) work on task under the usual supervisory conditions for at least 30
minutes;
e) work on task under the usual supervisory conditions for at least 1
hour;
f)
understand time and be punctual in starting and finishing work and
scheduled breaks;
g) respond appropriately to instructions from work/work preparation
supervisor;
h) use initiative appropriately in the workplace (e.g. initiate work tasks,
move on to the next step, etc);
i)
asks for assistance appropriately if required;
j)
comply with safety requirements in the workplace or work
preparation sessions;
k) attend work or work preparation sessions to a satisfactory level for
the employee;
l)
give appropriate notification of any absences (e.g. due to sickness);
m) contact employer by telephone;
n) adapt to environment conditions in the workplace (e.g. noise, heat,
cold, humidity);
o) travel to and from work independently (e.g. travel training or
assisting with transport bookings);
p) develop awareness and acceptance of own abilities and limitations
in work activities and employment goals; and
q) be motivated and enthusiastic about current employment.
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Categories
Physical Assistance and
Personal Care
Support
What level of assistance has/will be needed to be provided by the DES
provider since Job Placement(s) and in the future to enable the Participant
to:
a) manipulate objects and complete gross motor tasks (e.g. tasks
involving dexterity of fingers) relevant to work placement;
b) move objects around and complete gross motor tasks (e.g. tasks
involving movement and coordination of arms and/or legs);
c) lift and move objects in accordance with the requirements of work
placement and within safety limits;
d) move around the workplace or training environment freely and
safely;
e) set up and arrange own work environment, equipment and
materials;
f)
maintain required work pace without tiring;
g) see clearly to perform work related activities (when wearing glasses
or contact lenses if normally worn);
h) attend to toileting and personal hygiene needs;
i)
prepare and consume drinks and food at work or work preparation
setting;
j)
manage own medication while at work;
k) maintain personal comfort and pressure area care (if unable to
walk);
l)
manage pain associated with physical injury or illness; and
m) transfer between wheelchair and other seating and/or load and
unload from wheelchair transport.
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Categories
Workplace
Environment Assistance
Support
What level of assistance has/will be needed to be provided by the DES
provider since Job Placement(s) and in the future,:
a) workplace determination (e.g. determination of worksites for
physical accessibility and/or modification requirements);
b) negotiating and arranging modifications to the workplace
environment (e.g. building modifications, ramps);
c) job modification or redesign to match the capabilities of the
Participant;
d) selection and procurement of adaptive equipment or technology;
e) training the Participant in the use of adaptive equipment or
technology;
f)
training co-workers in the use of adaptive equipment and
technology;
g) supporting co-workers to adjust to the Participant’s abilities and
workplace support needs;
h) supporting the employer to accommodate the Participant’s abilities
and workplace support needs and redesign tasks as appropriate; and
i)
Special Assistance
support supervisors to work with and support the Participant.
What level of assistance has/will be needed to be provided by the DES
provider since Job Placement(s) and in the future:
a) physical intervention by staff to prevent injury to self or others (e.g.
due to aggression or
self-injurious behaviour);
b) non-physical intervention by service staff to prevent injury to self or
others (e.g. verbal intervention, behaviour management strategies);
c) first aid treatment for episodic conditions such as epilepsy or
asthma or incidents such as falls or other immediate threats to
health;
d) counselling or other intervention for SEVERE mental health-related
episodes such as severe stress, anxiety, panic attack, delusions or
suicidal threat; and
e) counselling for less acute issues such as grief, behavioural issues
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Categories
Other Assistance
Support
Which of the following types of other assistance has/will the DES provider
likely need to provide or fund since Job Placement(s) and in the future?
a) advising, supporting or counselling the Participant’s family regarding
the Participant’s employment related issues;
b) assisting the Participant in employment related matters involving
other agencies
(e.g. declaring income to Centrelink);
c) liaising with other agencies and treating professionals regarding the
Participant’s disability, medical or psychiatric condition;
d) providing recognised pre-vocational training (i.e. training towards a
recognised vocational certificate or New Apprenticeship);
e) transporting the Participant to and from work, training or other
employment related appointments;
f)
interpreter assistance for interviews and/or work orientation (e.g.
sign language interpreter or other language interpreter);
g) English language and/or literacy training for the Participant.
Communication
Abilities
When determining the support needs, assessors should consider
Participant’s communication abilities and the impact on maintaining
employment. These include:
a) understanding language;
b) use of expressive language;
c) speaks another language;
d) hearing impairment
e) other communication barriers.
Range of Support required
A Participant may require support in only one category, or a number of categories. The greater the
range of support required (e.g. support over a number of categories), or significant support required
in one category (i.e. Social and Behavioural issues), the greater the likelihood that a Participant will
require a more intensive level of Ongoing Support. There is no formula to determine the mix of
categories or levels across categories. Ongoing Support Assessors need to use evidence collected
and their professional expertise to determine the appropriate Ongoing Support Level.
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Example 1
A Participant requiring no support to maintain their employment except Work Based Personal
Assistance purchased or provided by the DES provider. This indicates they may be best assisted by
Exiting as an Independent Worker.
Categories
None
Adhoc
Minimum
fortnightly
Minimum weekly
Social and Behavioural Assistance
Cognitive Assistance
Vocational Assistance
Physical Assistance and Personal
Care
Workplace Environment
Assistance
Special assistance
Other assistance
NOTE: Work Based Personal Assistance is also available to eligible Participants after exit from DES as
an Independent Worker for as long as they are in that Job Placement.
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Example 2
A Participant experiencing anxiety intermittently when assigned new tasks in the workplace, is
assessed as requiring the following assistance. This indicates they may be best assisted by Flexible
Ongoing Support.
Categories
None
Adhoc
Minimum
fortnightly
Minimum
weekly
Social and Behavioural Assistance
Cognitive Assistance
Vocational Assistance
Physical Assistance and Personal Care
Workplace Environment Assistance
Special assistance
Other assistance
Example 3
A Participant has a serious mental health condition and entrenched drug and alcohol dependence.
They are assessed as requiring the following levels of assistance. This indicates they may be best
assisted by High Ongoing Support.
Categories
None
Adhoc
Minimum
fortnightly
Minimum
weekly
Social and Behavioural Assistance
Cognitive Assistance
Vocational Assistance
Physical Assistance and Personal Care
Workplace Environment Assistance
Special assistance
Other assistance
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Ongoing Support Level required
When looking at the future support needs required by the Participant to maintain employment,
consider what level of assistance the DES provider will need to provide in the future.
Support Required
Description
No Support required
Participant will maintain employment with
no prompts, reminders, case management or
other support from the DES provider.
Flexible Support required
Participant will most likely require support
from the DES provider on an irregular, ad hoc
basis. This could cover an accumulated
number of smaller contacts (for example,
several face-to-face contacts), or a single
instance of more intensive support. To
receive Flexible Ongoing Support the
Participant will require more than three but
less than 25 hours of support in a six-month
period.
Moderate level of Support required
Participant will most likely require regular
and ongoing support. To receive Moderate
Ongoing Support the Participant will require
at least six contacts within a three-month
period.
High level of Support required
Participant requires frequent prompts,
reminders, counselling and/or other support
from the DES provider which is significant in
either hours or intensity. To receive High
Ongoing Support the Participant will require
at least twelve contacts within each three
month-month period.
For each item, the Ongoing Support Assessor should consider what level of support is required to
enable the Participant to maintain employment in their current job. In the case of multiple
placements, it could be an amalgamation of support in multiple Job Placements, if applicable. If a
Participant’s circumstances change significantly and the DES provider decides the Participant would
benefit from a higher level of support then a Change in Circumstances OSA can be requested.
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Ongoing Support Provided
When considering the Ongoing Support level Recommendation, only support provided or coordinated by the DES provider is to be included. Where other professionals, employers, or interested
stakeholders also provide support, this should not be considered for the level of support to be
provided by the DES provider when determining the Recommendation.
When determining the Recommendation, Ongoing Support Assessors should consider:

The nature and effectiveness of past support

The appropriateness, and expected outcome, of current support,

The plans for further support

Whether support is of a type that is regularly undertaken or performed

Whether support is expected to achieve improvement
Definition of support
Support is defined as any assistance or intervention provided or co-ordinated by the DES provider,
that was effective in maintaining employment, including:

Training (social skills training, work preparation training, on the job training and other
training)

Supervision

Interpreter assistance

Counselling

Case management

Attendant care

Job redesign and task analysis

Advice, support and information to the employer, supervisor or co-workers.
Support includes face-to-face, phone, or email contact with the Participant.
Documentary Evidence for the Ongoing Support Assessment
A range of documentation and other material is available to assist substantiate information gathered
at the Assessment interviews.
Documentation may be available from:

The Participant’s record in DEEWR’s IT systems

The DES provider

The Employer

The Participant (who may provide additional documentation at the interview)
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Note: Participants are not required to verify diagnosed medical conditions or disability; however,
such information may be taken into consideration if provided.
The Ongoing Support Assessor should refer to documentary evidence when recording information in
the relevant Report tab (e.g. Information from the Employer in the ‘Summary of Employer interview’
section of the Employer Report tab) and the record should, at a minimum outline:

The nature of evidence

The date of the evidence

The name and/or the position title of the person who prepared it

Where the evidence was obtained from, e.g. DES provider file, Employer, etc
Evidence should be:

Valid, i.e. it should link to the support provided;

Current i.e. it should cover a time period of no longer than 12 months, or from the date of
the last Assessment; and

Verifiable i.e. source documents should be available that confirm the support provided.
Information from the DES provider
A large portion of documentary evidence will come from the DES provider. This information may
include:

Reports from employers and co-Participants

Provider records, such as Employment Pathway Plans

File notes on Support provided

Reports from other professionals or external agencies

Information from interviews with the Participant

Details of assistance provided, or purchased, on behalf of the Participant
Assessors should consider all evidence and set out their reasons in the Recommendation Summary
of the report, where they:

Support the evidence of one stakeholder over another (e.g. specialist to GP.)

Support more recent over older evidence

Consider that some or all of the evidence is not relevant for the purpose of the Ongoing
Support Assessment or Recommendation
Participant Documentary Evidence
Participants may take relevant evidence to the Ongoing Support interview, if not available from the
DES provider’s file. This could include reports from special schools or teachers (some of which also
contain IQ test results), letters, or references from family, friends, counsellors, or community
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members. The Participant may also provide Reports from health practitioners, or any other
information that the Participant chooses to present.
Examples of suitable evidence include:

Specialist reports

Psychologist reports

School reports,

Psychometric test results

Reports from community services (e.g. drug and alcohol support services, Negotiated
Education plans)
Recording Evidence
The Ongoing Support Assessor should identify and clarify all relevant evidence available at the time
the report was prepared.
This is particularly important as reports may be viewed some time after they are prepared. In
addition to the DES provider, the report may be viewed by others, including:

Departmental and quality assurance staff

Courts

The office of the Ombudsman
These staff may have additional evidence, which was not available to the Ongoing Support Assessor,
and they will need to know which evidence was available to the Ongoing Support Assessor when the
report was prepared. A record of all evidence will make it easier to determine if this additional
evidence is in fact new to the Ongoing Support Assessor, or was previously seen and considered by
the Ongoing Support Assessor while conducting the assessment. This will also be important in the
case in disputed Assessments, where new evidence is to be introduced.
Note: Ongoing Support Assessors are not required to provide a copy of the completed OSA report to
the Participant or Employer; however, Assessors should be aware that a Participant may request
access to the completed report via the Freedom of Information process. Language used in the OSA
Report should be appropriate, respectful and non-offensive.
Assessors should ensure that information contained in the report, if viewed by the Participant, will
not be prejudicial to their health or wellbeing or exacerbate a condition.
Retaining Evidence
The Ongoing Support Assessor should create and maintain records in accordance with Section 4C of
the Disability Employment National Panel of Assessors Deed of Standing Offer 2010–2012. It should
be noted that Ongoing Support Assessors only need to report that evidence was sighted, and are not
required to keep copies of documents obtained from the Participant or DES provider in the course of
conducting interviews.
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Assessment Report Standards
The Ongoing Support Assessment report will be a record of the interviews with the Participant, DES
provider and Employer including the Ongoing Support Assessor’s consideration of evidence, the
assessor’s observations, conclusions, and most importantly, the justification for the Ongoing Support
level Recommendation.
Assessors should note the following important points:

Reports will be used to determine Participants’ Ongoing Support level required to maintain
employment.

Reports may be scrutinised, queried, or disputed by Participants, DES providers, DEEWR
quality assurance auditors, external auditors, appeals tribunals and possibly courts.
Assessors may be required to justify the content of their reports.

Assessors should ensure that reports are clear, consistent and include adequate detail and
justification for the statements and recommendations made. In particular, reports should be
specific and detailed about conclusions and observations. Assessors should clearly
distinguish their own observations, from claims made by the Interviewees and documentary
evidence.

Assessors should always use sensitive and appropriate language when describing a
Participant’s circumstances, barriers, or future support needs. Participants will have access
to the interview report to view its contents in accordance with Freedom of Information Act
procedures.

Any documentation gathered by assessors should be retained, transmitted and destroyed in
a secure manner in accordance with the Privacy Act and Deed provisions.
Interview reports should be of the highest quality and provide clear justification for all
recommendations, statements or opinions.
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