Objectives 4 and 5

Objective 4—jobactive organisations delivering quality services

The quality of the services provided to job seekers and employers is directly related to the other jobactive objectives. It ensures that job seekers are getting the assistance they need and the Department is getting value for the money it spends on employment services.

Proportion of employers satisfied with the assistance provided by a jobactive organisation

By tailoring their services to employers’ needs, jobactive organisations are better positioned to help job seekers gain both job placements and sustainable employment outcomes.

Information on employer satisfaction with jobactive organisations is collected through the Survey of Employers’ Recruitment Experiences. The survey found that in 2016–17, the majority (78 per cent) of employers were satisfied with the assistance provided by a jobactive organisation. This result is within 5 per cent, meeting the target of 80 per cent.

Proportion of jobactive organisations that meet the service delivery requirements

To ensure jobactive organisations meet their commitment to delivering quality employment services, the Department monitors the additional services providers have committed to provide to its job seekers, employers and other stakeholders. This monitoring is performed via the Department’s contract management process throughout the term of the contract.

 

During the 1 July 2015 to 30 June 2017 period, 100 per cent of jobactive organisations reached the 80 per cent target of service delivery commitments met.

jobactive star ratings

In addition to program-level performance measures and targets, the Department uses star ratings to monitor the performance of individual jobactive providers and to assist job seekers and employers when choosing a provider. The star ratings system compares the relative performance of all jobactive sites nationally, taking into account differences in local labour market conditions and the personal factors of individual job seekers, such as education level, length of unemployment and workforce experience. Sites rated at three stars perform around the national average, four- and five-star sites achieve better than average results, while one- and two-star sites are below average. By measuring providers’ performance compared with that of their competitors, the star ratings system drives continuous improvement.

The measures that contribute to the star ratings predominantly involve providers’ success in achieving sustained employment placements for their job seekers but also look at the extent to which job seekers are undertaking activities to meet their annual activity requirements. Higher weightings are attributed to outcomes for the most disadvantaged job seekers.

The star ratings are published on the jobactive website and the Department’s website and are updated quarterly.

Program assurance

The Department also assesses the quality and integrity of employment services by performing a wide range of assurance activities, among them the Rolling Random Sample, targeted reviews, the Quality Assurance Framework, the Tip-offs Protocol and data analytics.

The Rolling Random Sample is integral to the Department’s assurance approach for jobactive in providing assurance on payment integrity, documentary evidence, compliance and service delivery. It provides business intelligence to help the Department manage provider and program risks.

In 2016–17, about 16,000 claims were assessed through the Rolling Random Sample. In 2016–17, the Department initiated reviews of its Program Assurance Strategy and the Rolling Random Sample process with the aim of continuously improving assurance of employment services programs. Both reviews identified areas where the Department can strengthen its assurance approach. A number of process improvements have already been implemented, but the majority of reforms are to be achieved in 2017–18.

Table 4. jobactive performance against Objective 4: a summary
Indicator Target Result
Proportion of employers satisfied with the assistance provided by a jobactive
organisation
80% 78%
Proportion of jobactive organisations that meet the service delivery
requirements
80% 100%

Overall jobactive program measure: the cost per employment outcome

The cost per employment outcome provides a measure of the cost-efficiency of jobactive in helping job seekers move into sustainable employment. It is a measure of the value for money provided by employment services and has improved with each successive employment services model. Program costs take into account expenditure such as Employment Fund expenditure, administration fees and outcome payments. Employment outcomes are extrapolated from the number of job seekers who are employed three months after participation in jobactive, as measured by the Department’s post-program monitoring survey.

Table 5. jobactive's overall performance: a summary
Indicator Target Result
Cost per employment outcome $2,500 $1,453

Transition to Work—Helping young people move into work or education

Transition to Work began service delivery in February 2016. The service is designed to provide intensive pre-employment support to young people aged 15 to 21 years to help them become job ready and move into work (including apprenticeships or traineeships) or education.

Transition to Work is a 12-month intensive service. Each Transition to Work provider is set an annual Outcome Performance Target at 25 per cent above historical outcomes rates for a similar group in mainstream employment services (jobactive).

Proportion of placements sustained to a 12-week employment or hybrid outcome or a 26-week education outcome

This performance measure recognises and combines the different ways a participant can progress towards achieving long-term sustainable employment. A service provider can receive:

  • a 12-week employment outcome payment when a participant is employed for 12 cumulative weeks, where each period of employment comprises at least four weeks
  • an education outcome payment when a participant undertakes 26 consecutive weeks of:
    • full-time participation in or completion of a Certificate III course or higher
    • full-time participation in or completion of secondary education leading to a Year 12 qualification or
    • full-time participation in the Adult Migrant English program or the Skills for Education and Employment program
  • a hybrid outcome payment when a participant completes 12 consecutive weeks in a combination of employment or study (as described in the outcomes just listed).

In 2016–17, 64.3 per cent of job placements for Transition to Work participants were sustained to a 12-week employment or hybrid outcome, or a 26-week education outcome. This is 19.3 percentage points above the target.

Proportion of placements converted to sustainability outcomes

Providers can receive a sustainability outcome payment when a participant achieves a 12 week employment or hybrid outcome, which then continues for a further 14 consecutive weeks.

In 2016–17, 40.2 per cent of job placements for Transition to Work participants were converted to sustainability outcomes. This is 15.2 percentage points above the target.

Proportion of Transition to Work participants moving off income support, with reduced reliance on income support, or moving on to Youth Allowance (student) six months after participation in the service

Participants who have moved off income support or reduced their reliance on income support are on their way to becoming financially self-reliant and independent. Those who move on to Youth Allowance (student) support payments are studying and earning qualifications that will improve their employment prospects in the future.

In 2016–17, 30.6 per cent of Transition to Work participants moved off income support, reduced their reliance on income support or moved on to Youth Allowance (student) six months after participating in the service. This is 2.6 percentage points above the target.

Table 6. Transition to Work performance: a summary
Indicator Target Result
Proportion of placements sustained to a 12-week employment or hybrid
outcome or a 26-week education outcome
45% 64.3%
Proportion of placements converted to sustainability outcomes 25% 40.2%
Proportion of Transition to Work participants moving off income support, with
reduced reliance on income support, or moving on to Youth Allowance
(student) six months after participation in the service
28% 30.6%

Customer service statistics

From 1 July 2016 to 30 June 2017, the Department’s Employment Services Information Line and the National Customer Service Line collectively handled more than 152,000 calls from the public about employment support services. These calls related to all government-funded employment services—including jobactive, Disability Employment Services (administered by the Department of Social Services) and the Community Development Program (administered by the Department of the Prime Minister and Cabinet).

 

The National Customer Service Line managed 75,264 jobactive feedback items, including 15,839 complaints, 19,727 requests for information and 30,363 transfers of job seekers between employment services providers (see Table 7).

Table 7. National Customer Service Line feedback, by type, 2016–17
Feedback type Number Per cent
Complaints 15,839 21.0
Requests for information 19,727 26.2
Transfers of job seekers 30,363 40.3
Other(for example, compliments and suggestions) 9,335 12.4
Total 75,264 100.0