Transition Questions and Answers: Providers
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General
1. What support is DEEWR giving Providers to assist with transition into the new 2010-13 Contracts?
Contract Managers in your state/territory will continue to provide support to you. Training will be delivered in each of the states/territory prior to 25 June 2010. The training will cover the new elements of the LLNP Guidelines, Contract Implementation and the new LLNP IT System. Please be aware that all expenses incurred, including travel and accommodation, remain the responsibility of the Provider.
If you have any questions in regards to the transition please contact your State Contract Manager.
2. How long do I have to commence a client in training after completing a PTA? The LLNP Guidelines (Section 5.2) state within 8 weeks. Is this different during the run-out period?
If a client is referred on or before 16 June 2010, LLNP Providers are reminded that they are contractually obliged to complete a PTA for that client within 10 working days and enter the results of that PTA within 5 working days with the expectation that training must commence shortly thereafter. The request during transition that clients are in training by 30 June 2010 is within the LLNP Guideline requirements as they state ‘training commence within the required time of 8 weeks’.
The intent of the contract run-out period is to ensure that clients are not disadvantaged and that they receive the training they have commenced. Therefore, Providers delivering LLNP training under the 2009-10 Contract must deliver training in the most effective and efficient way to those clients.
Contract Managers will be monitoring Providers and their delivery of training based on the transition requirements.
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Ongoing Providers
3. I am an ongoing Provider who is also changing site address(s). What can I do?
As an LLNP Provider you should explain to your clients that you are moving sites and encourage them to come along. However, if they find it difficult to travel to the new site location you will need to explain to your client that they will need to return to their Referring Agencies (Centrelink or an Employment Service Provider) who will work with the client to find either another LLNP Provider close to the client or consider alternative training options for them.
4. I have a client who was referred to me on or before 16 June 2010 but I am not able to complete a PTA before 30 June 2010.
LLNP Guidelines clearly state that a PTA should be completed within ten working days and entered in the system within 5 working days. During the transition period, Providers are contractually obliged to continue to deliver LLNP services as part of their run out clause of the contract.
If you are unable to undertake PTAs by 30 June you must notify your State Contract Manager as soon as possible.
State Contract Managers will be closely monitoring progress of clients and training services delivered by LLNP Providers under the 2009-10 Contract during this transition period.
5. I have a client that was referred to me on or after 17 June 2010. What should I do?
Providers delivering LLNP services under the 2010-13 Contract will receive referrals on or after the 17 June 2010. These referrals can be viewed via the LLNP IT system but can not be actioned until the contract commencement date of 1 July 2010.
It is expected that Providers will action the earliest referrals first to ensure the timeframe requirements within the Guidelines are managed. Providers will be expected to complete the PTA for these clients within 10 working days from 1 July 2010 (or as close to 10 working days as possible). State Contract Managers will be monitoring progress and the timeliness of actioning referrals.
6. I have a client still in training (at 1 July 2010) but I have not won business in that BSA. I have, however, won business in the next door BSA. What should I do?
Providers must continue to deliver training to this client until they have completed their block of training. Providers that do not continue to deliver LLNP services within the same BSA will not be able to transfer their clients to the new sites in a different BSA.
Any client choosing to move to the new Provider must have completed training or be withdrawn from LLNPIS before another referral can be made. You must ensure this activity is undertaken. If you are contacted by Referring Agencies requesting you withdraw or finalise a client record so that they can refer the client you must action this request immediately.
As the existing LLNP Provider in the BSA you should explain to your clients that your business is moving to another BSA and that they will need to return to their Referring Agencies (Centrelink or an Employment Service Provider) who will explain the choice of Providers in the local area. The client may choose to be referred to you or to be referred to the new Provider within the BSA. Referring Agencies have been advised of the requirement to offer the client choice where it exists.
7. I have a client still in training (at 1 July 2010) and they need to move training to another BSA due to a personal change in circumstances (moving house). I have won business in the new BSA that my client is moving to.
You must withdraw or finalise the client record in LLNPIS before the client can be re-referred to the program. Please explain to the client that they must return to the Referring Agency to be able to get another referral to the program. If you are unsure of the procedure please contact your State Contract Manager.
8. What happens if my client completed a PTA on 29 June, but is not able to commence training until 30 July?
If the client was referred on or before 16 June 2010 there is an expectation that Providers will complete their obligations for training delivery under the LLNP 2009-10 Contract. The transition arrangements under this contract have been outlined to Providers via policy advice and information during training sessions.
If the client was referred on or before 16 June 2010 Providers must complete the PTA within 10 working days of referral date and enter results of the PTA within 5 working days.
Training should commence before 30 June 2010 to ensure the Transition arrangements are followed. If however, you record on the system that the client is commencing training after 30 June 2010, a DEEWR State Contract Manager may be in contact to determine how you are managing clients so that they can complete training promptly under the 2009-10 contract.
As mentioned, State Contract Managers will be monitoring progress of clients that are receiving LLNP services under the 2009-10 Contract. Where there are lengthy start-dates or completion dates Providers will be contacted to determine issues or strategies to manage these delays.
9. My client has completed training in LLNPIS and is due to commence a new training block after 1 July 2010. Do I need to complete and enter an ITP in LLNPIS to migrate my client?
No. Complete the client’s training block in LLNPIS3 with the status 'Completed -
more training required' and the client will automatically migrate on 1 July 2010.
Please note, when you create an ITP for a client in LLNPIS, the client will not be migrated to the new contract until the client completes the training block.
Only create ITPs for those clients commencing training prior to 1 July 2010. If you have created an ITP for a client commencing post 1 July, please call or email the LLNP Help Desk for assistance.
10. If I am a TA distance Provider how does transition work for me?
TA distance Providers must also undertake transition arrangements to ensure clients’ training service delivery is not disrupted.
Clients currently in training must complete their training block under the current 2009-10 arrangements. Clients with PTA kits returned on or before 16 June 2010 must be commenced in training by 30 June 2010 as part of the 2009-10 Contract.
Referrals received after the 17 June 2010 will be actioned as part of the 2010-13 LLNP Contract.
11. What information will be transferred with the client?
Information that will transfer with a client includes a count of training hours they have completed, their PTA results and outcomes achieved.
The new LLNP IT system has business rules to check whether a client has received 800 hrs within a 2 year period. Where a client has exceeded their training hours the system will not allow that client to be actioned. In those instances you will need to contact your State Contract Manager to determine whether the client can/should continue to receive LLNP training.
12. How do I get access to the new LLNP IT system?
The Department will contact Providers to seek information about a single point of contact within the organisation to receive access to the new LLNP IT system. Only Providers that have given the necessary details will receive access to the system.
It is then the responsibility of that person within the organisation to extend access to the personnel working on the LLNP service delivery. The IT point of contact will also be required to manage and maintain the organisation’s access to the LLNP, meaning that when personnel leave their access must be removed.
Your State Contract Manager will have a log of all the personnel you have given access to or removed from the IT system. It is the responsibility of the organisation that access is removed promptly to ensure the Privacy Act is not breached.
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Non-ongoing Providers
13. I am a non-ongoing Provider. What are my obligations in regards to carrying out transition arrangements?
Non-ongoing Providers must continue to receive and action referrals up until and including 16 June 2010.
Clients who are in training on or before 30 June 2010 must continue to be provided with quality LLNP training services by their current Provider until the client has completed their block of training.
Non-ongoing Providers will not receive new referrals on or after 17 June 2010.
If at any stage you are unable to continue with your contractual obligations you must contact your State Contract Manager immediately to discuss issues.
14. I have a client who is completing a training block under the 2009-10 Contract and wishes to change to a different Provider in the same BSA during the run-out phase.
The client can choose to withdraw and return to the local Referring Agency for re-referral to a new Provider.
15. I have a client who was referred to me on or before 16 June 2010 but is not able to complete a PTA before 30 June.
LLNP Guidelines clearly state that a PTA should be completed within 10 working days from the date of referral and results entered in the system within 5 working days.
During the transition period, there is an expectation that Providers will continue adhere to the business rules as stated in the LLNP Guidelines. State Contract Managers will be closely monitoring Providers to ensure contractual obligations are met during this period.
If you can not meet your obligations please contact your State Contract Manager to work out local arrangements.
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New Providers
16. I am a new Provider. What can I do if I do not have the necessary infrastructure (such as a manned office/telephone line) to receive referrals between June 17 and June 30?
New Providers can choose to receive and view referrals via the new LLNP IT systems on and from 17 June 2010.
Otherwise, all new Providers will receive referrals from 1 July 2010. New Providers will need to contact their local DEEWR LLNP Contract Manager to discuss arrangements.
17. I am a new Provider and I am not receiving referrals yet?
As a new Provider we have given you the option to receive referrals before 1 July 2010. You can view these referrals but may not action them until the contract commencement date.
If you have indicated you have a manned telephone line to receive referrals and appointment dates for PTAs and that phone is not manned, Centrelink will not refer the job seeker.
Where an LLNP Provider’s contact phone is not manned, Centrelink will arrange to seek alternative assistance for the job seeker. If that job seeker is still keen to receive LLNP assistance Centrelink will ask the job seeker to return at a later date (after 1 July 2010) and attempt a referral to LLNP again. If you are in a BSA with more than one Provider you may be at risk of losing that referral to another Provider if your phone line is not manned.
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LLNP IT System
18. When will I be able to access the new IT system?
The Department will contact Providers to seek information about a single point of contact within the organisation to receive access to the new LLNP IT system. Only Providers that have given the necessary details will receive access to the system.
It is then the responsibility of that person within the organisation to extend access to the personnel working on the LLNP service delivery. The IT point of contact will also be required to manage and maintain the organisations access to the LLNP, meaning that when personnel leave their access must be removed.
Your State Contract Manager will have a log of all the personnel you have given access to or removed from the IT system. It is the responsibility of the organisation that access is removed promptly to ensure the Privacy Act is not breached.
19. Will there be two separate internet systems (more than one LLNPIS)?
Yes, but only for existing on-going Providers.
For referrals on or before 16 June 2010 existing Providers will action those referrals and administer the program via LLNPIS.
Referrals received on or after 17 June 2010 will be actioned and the program administered via the new LLNP IT system.
20. I do not know how to use the new IT system. Will there be training available?
Yes. Training will be delivered to Providers prior to 25 June 2010. As well as providing training on the new IT system, the session will cover the revised Guidelines and contract implementation. Training dates will be advised via this website and directly to Providers.
If you have any difficulties or would like further assistance with the system please contact your State Contract Manager.
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