Workforce Australia - information for providers

Individuals who need, or would like, extra help to get job ready will be supported by a Workforce Australia Employment Services Provider.

On this page:

Providers will deliver tailored, quality services that are respectful, connected, simple and supported. They will assess an individual’s needs, help them look for secure employment, develop their skills, and support them with training.

Providers will also support individuals to be aware of, understand and meet their mutual obligation requirements, including their individually tailored points target.

 In certain locations there will be specialist providers to deliver personalised services to cohorts including culturally and linguistically diverse (CALD), Indigenous Australians, ex-offenders, and refugees.

For more information, see the Workforce Australia – information for providers factsheet 

Provider payment structure

The Workforce Australia Services payment structure supports providers to deliver personalised and tailored services for individuals.  This  includes:

  • up-front payments to support early investment in individuals
  • progress payments for demonstrable improvement in an individual’s employment prospects
  • outcome payments made to providers when individuals move into employment
  • bonuses for very long-term unemployed individuals who achieve an outcome.

For more information, see the Workforce Australia Employment Services Provider Payments factsheet.

The Workforce Australia Employment Services Provider Performance Framework

Workforce Australia Services are delivered under a licensing system that rewards high performing providers who are delivering quality outcomes for their clients. It is flexible and encourages high quality servicing. This system drives quality support and outcomes for both individuals and business.

  • High performing providers will have their licences extended, while low performing providers will not receive licence extensions and their licence may lapse if they are unable to improve their performance. 

The Workforce Australia Employment Services Performance Framework assesses performance holistically, requiring providers to demonstrate performance against all of the following performance criteria:

  • Success at moving participants into sustained employment.
  • Success at progressing participants towards employment.
  • Success at delivering high quality services to both participants and employers.
  • Compliance with Deed requirements.

Suitable providers have been issued an initial licence to deliver services for three years, including in some regions for specialist licensees to support individuals from specific groups. These licenses are capped to ensure market stability and are reviewed regularly, with a focus on quality of service. The reviews include a range of assessments based on feedback from participants, ensuring that the provider performance rating is directly impacted by participant views.

Transition to Workforce Australia

The department has put in place a set of arrangements to support the move from the previous employment service to Workforce Australia. The objectives are to maintain service continuity and to minimise disruption to individuals, providers and businesses.

Provider Transition Advice

The department released the Provider Transition Advice to support providers in the transition to Workforce Australia. The advice includes direction and important information for new, continuing and exiting providers on:

  • Transition to Workforce Australia Services and Workforce Australia - Transition to Work, including servicing until 30 June 2022, dashboards and reports, and exit requirements
  • Transition arrangements for Entrepreneurship Facilitator Program, Career Transition Assistance, Employability Skills Training and Self-Employment Assistance
  • IT system access and security
  • Claims and payments under existing Deeds and under Workforce Australia
  • Records Management
  • Training
  • Branding and signage
  • Transition communications
  • Transition dates

Providers should contact their Account Managers for all enquiries. For IT system related enquiries, providers should call Employment Systems Service Desk at 1300 305 520 (or via ‘Helpdesk Online’ in ESS).

Service delivery

Providers were required to continue to provide all services until the end of the relevant Deeds, that is 30 June 2022 (and beyond where applicable) unless otherwise advised by the department.

Key dates

View the Transition Timeline, a supporting document to the Provider Transition Advice.

Transition period

The table below specifies the transition period.


Transition Period

  • jobactive
  • New Employment Services Trial
  • Transition to Work
  • Career Transition Assistance
  • Employability Skills Training

From Friday 1 April 2022 to Thursday 30 June 2022

New Business Assistance with NEIS (NEIS)

From Friday 1 April 2022 (or one week after the announcement of the outcomes of the Self-Employment Assistance Request for Tender 2022-2027, whichever is later) to Thursday 30 June 2022

Entrepreneurship Facilitators

From Friday 1 April 2022 (or one week after the announcement of the outcomes of the Entrepreneurship Facilitator Program 2022–2025 Request for Tender, whichever is the later) to Thursday 30 June 2022

Transition date

Individuals transferred to providers under Workforce Australia on the transition dates Friday 1 July to Sunday 3 July 2022.  Workforce Australia Services commenced from Monday 4 July 2022.

Transition webinar

Individuals transferred to providers under Workforce Australia from  Friday 1 July 2022  Workforce Australia Services commenced operationally on Monday 4 July 2022.

Workforce Australia Business Adjustment Package 2022 

The Workforce Australia Business Adjustment Package is designed to offer support to current providers of employment services whose ongoing business may be affected by the outcomes of the recent tender processes relating to Workforce Australia. Modules for this package can be found below: