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 Disability
Employment Services Providers' obligations. It should be read in conjunction with the
Disability Employment Services Deed and any relevant Guidelines or reference material
issued by The Department under or in connection with Disability Employment Services
Deed.
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
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 .................................................................................... 16
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Conducting an Ongoing Support Assessment Advice
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:
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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 co-workers to assist in maintaining employment?
What training support from the DES provider to the Participant, supervisor and coworkers 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.
Cognitive Assistance
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
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Categories
d)
e)
f)
g)
h)
i)
Vocational Assistance
Support
appropriate to current work role;
understand and follow complex new
instructions (e.g. involving three or more
steps);
understand and follow simple new
instructions (e.g. involving one or two simple
steps);
remember tasks or instructions for the
remainder of the work/training day after
being shown or told;
remember tasks or instructions shortly after
being shown or told;
concentrate on tasks without being
distracted; and
plan and organise work tasks.
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);
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Categories
Physical Assistance and
Personal Care
Support
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.
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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Workplace Environment
Assistance
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) support supervisors to work with and
support the Participant.
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Special Assistance
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
Other Assistance
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.
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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.
The following criteria applies where it is determined that there is no ongoing support
required to maintain employment.
Type of Assistance
Social and Behavioural Assistance
Level of Support
None
Cognitive Assistance
None
Vocational Assistance
None
Physical Assistance and Personal Care
Minimum fortnightly
Workplace Environment Assistance
None
Special assistance
None
Other assistance
None
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 .
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.
Type of Assistance
Social and Behavioural Assistance
Level of Support
Adhoc
Cognitive Assistance
None
Vocational Assistance
None
Physical Assistance and Personal Care
None
Workplace Environment Assistance
None
Special assistance
Adhoc
Other assistance
None
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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.
Type of Assistance
Social and Behavioural Assistance
Level of Support
Minimum weekly
Cognitive Assistance
Minimum fortnightly
Vocational Assistance
Minimum fortnightly
Physical Assistance and Personal Care
Adhoc
Workplace Environment Assistance
Adhoc
Special assistance
None
Other assistance
Minimum Weekly
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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
No Support required
Description
Participant will maintain employment
with no prompts, reminders, case
management or other support from the
DES provider.
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-toface 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.
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.
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.
Flexible Support required
Moderate level of Support required
High level of Support required
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
co-ordinated 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:
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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:
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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:
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The Participant’s record in DEEWR’s IT systems
The DES provider
The Employer
The Participant (who may provide additional documentation at the interview)
Note: Participants are not required to verify diagnosed medical conditions or disability;
however, such information may be taken into consideration if provided.
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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:
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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:
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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:
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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:
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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 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:
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Specialist reports
Psychologist reports
School reports,
Psychometric test results
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Reports from community services (e.g. drug and alcohol support services, Negotiated
Education plans)
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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:
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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 nonoffensive.
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.
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.
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Assessors should note the following important points:
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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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