The day's workPart 2 of 3
Deadlines and service levels
Every obligation on My work is a clock built from a Guideline rule or one of your own policies, with a state, an owner and a due time, reported as service levels by clock, site, owner or month.
Workstride is being built for accreditation by DEWR as a Third Party Employment System. It is not yet accredited.
- Clocks
- 18 clock kinds (counted 17/09/2026)
- Checked
- Every hour and whenever the record changes
- Business days
- By state and territory, 2026 and 2027
Shares its record with Records and quality
What a clock is
Every deadline that reaches My work, a calendar, a team chat notice or the morning summary comes from one of these.
A clock has a start, a due rule, a warning window, an owner and a record of what clears it. It moves through five states: running, warning, due today, breached, or met (cancelled when the record stops qualifying before it fell due). In the build
Workstride checks every clock at least once an hour, and again immediately whenever its record changes, so a note recorded at 2:14pm can clear an item before the next hourly pass. A clock closes itself the moment its record no longer qualifies, for example a placement that ends or an exit that is withdrawn. Every change to a clock, its state and who acted is kept on the record. In the build
Caution
A clock only reports what it is told. If a result is recorded outside Workstride, such as directly in ESS Web, the clock keeps counting until someone records it here too.
On sample data
Anatomy of a clock
Step through one clock's life, from running to met. This uses the attendance result clock (Part B 6.6) for an appointment on Thursday 17/09/2026.
Attendance result entered in ESS Web: one clock's life
- Running. Any day before Thursday 17/09/2026, the clock is running: it has an owner and a due time, but nothing is due yet.
- Warning. This clock's warning window is two hours before close of business on the day itself, so it moves straight from Running to Due today without a separate Warning day. A clock with a longer warning, such as the wage subsidy agreement clock (seven days), does show one: a subsidy due Monday 21/09/2026 is in Warning from Monday 14/09/2026.
- Due today. Thursday 17/09/2026, any time before close of business (5:00pm). The result can still be recorded on time.
- Breached. Thursday 17/09/2026, from 5:00pm. Record the result by close of business on Thursday 17/09/2026, the day of the appointment. If that is not possible, record it within three Business Days: by close of business on Tuesday 22/09/2026. The Guidelines do not say whether the appointment day counts towards the three Business Days; counting it gives a more conservative limit of close of business on Monday 21/09/2026, one Business Day earlier.
- Met. Recorded, for example Thursday 17/09/2026 at 4:40pm. The clock's status becomes met, it stops scoring, and it drops off My work.
Deadlines from the Guidelines
Four clocks are built directly from a Deed or Guidelines clause.
| Clock | Rule | Warning |
|---|---|---|
| Attendance result entered in ESS Web | Close of business on the day of the appointment, or within three Business Days where that is not possible (Part B 6.6) | Two hours before close of business |
| Participant told of the exit within 14 days | Close of business 14 days after the exit (Part B 3.6) | Four days before |
| Wage subsidy agreement in place within 28 days of the start | Close of business 28 days after the job starts (Part B 8.1, 8.4.1) | Seven days before |
| Employment Assistance Fund purchase declared within 21 days | Close of business 21 days after the purchase (Part B 9.8) | Seven days before |
In the build Each due date is a reading of its clause; where the Guidelines are silent, such as whether the appointment day itself counts towards the three Business Days, Workstride says so and shows both readings rather than picking one quietly.
Deadlines that are your policy
Most clocks time a provider's own service standard, not a Guideline deadline. Every one of these is a default a provider can change.
| Clock | Default | Reading |
|---|---|---|
| Support contact due | Close of business on the next contact date in the placement's own support schedule | Provider policy (contact schedule) |
| Document received from the participant | Close of business on the due date, or seven days after the request when none is set | Provider policy |
| Complaint acknowledged | Close of business two Business Days after it was received | Provider policy: Part A 3.6 requires a Customer Feedback Register but sets no timing |
| Complaint resolved | Close of business ten Business Days after it was received | Provider policy: Part A 3.6 requires a Customer Feedback Register but sets no timing |
| Department training refresher completed | When the completed training expires | A Workstride default to confirm, never a Guideline deadline |
Two figures are best kept out of this page altogether: support contact frequencies and spend limits by funding level are provider policy, not Guideline rules, and publishing typical defaults for them risks being read as the Guidelines' own numbers.
Business days by state
A Business Day is any day other than a Saturday, Sunday or public holiday where the action is done (Deed Annexure A).
Workstride holds each state and territory's public holidays for 2026 and 2027 from the Fair Work Ombudsman, and counts only the holidays that apply across a whole state or territory. Close of business is taken as 5:00pm local time: the Guidelines do not define it, so this is a default a provider can change. Extra local holidays can be added as a setting for the whole organisation today; holidays by site are planned. In the build
The same appointment, two states: an appointment on Friday 24/04/2026 gets three extra Business Days everywhere, but New South Wales observes an additional public holiday for Anzac Day on Monday 27/04/2026, so its limit falls a day later than Victoria's or Queensland's.
Where clocks appear
The same clock, everywhere it needs to be seen.
- My work. Ranked with the score explained, and cleared automatically when the work is recorded.
- Calendar entries. Six dated obligations get an entry in the holder's own Outlook or Google calendar. In the build
- Team chat. A notice when a deadline is missed, and again at each escalation step, held back during quiet hours (18:00 to 07:30 and weekends by default) and posted at the first hourly check after they end.
- The morning summary. Emailed from a consultant's own mailbox at 07:30 Sydney time for every provider, whatever time zone the provider itself is in.
Key dates
Every date behind a clock, an outcome period or a support schedule records where it came from: a placement's anchor date, a manually entered date, or an import. Changing a key date afterwards needs a reason, and the change is kept with the record. In the build
On sample data
Service levels and definition health
Of the clocks that fell due, how many were met on time, met late, or breached and still open, by clock, site, owner or month, with which clocks and alerts are noisy.
Service levels
Of the clocks that fell due in the period, how many were met on time, met late, or breached and still open. Your site access applies.
| Definition | Due | Met on time | Met late | Breached, open | Not yet due | Attainment | At risk |
|---|---|---|---|---|---|---|---|
| Additional information for a claim | 6 | 5 | 1 | 0 | 0 | 83.3% | |
| Approval decided | 14 | 12 | 2 | 0 | 0 | 85.7% | |
| Attendance result entered in ESS Web | 548 | 509 | 29 | 2 | 8 | 94.3% | |
| Claim assessed by the claims team | 31 | 26 | 3 | 0 | 2 | 89.7% | |
| Complaint acknowledged | 2 | 2 | 0 | 0 | 0 | 100% | |
| Document received from the participant | 18 | 11 | 4 | 1 | 2 | 68.8% | |
| Employer follow-up after reverse marketing | 37 | 29 | 5 | 1 | 2 | 82.9% | |
| Ongoing Support Assessment completed | 5 | 4 | 0 | 0 | 1 | 100% | |
| Participant enquiry contacted | 22 | 19 | 3 | 0 | 0 | 86.4% | |
| Participant told of the exit within 14 days | 7 | 5 | 1 | 1 | 0 | 71.4% | |
| Query answered by its due date | 41 | 33 | 5 | 2 | 1 | 82.5% | |
| Support contact due | 126 | 104 | 14 | 2 | 6 | 86.7% | $8,132.95 |
| Wage subsidy agreement in place within 28 days of the start | 4 | 3 | 0 | 0 | 1 | 100% |
Which clocks and alerts make noise: cancelled before they were due, snoozed or acknowledged often, set aside with a reason. Each row suggests a change to make under Settings.
| Clock | Due | On time | Late | Breached | Cancelled | Snoozed | Acknowledged | Suggestion |
|---|---|---|---|---|---|---|---|---|
| Document received from the participant | 26 | 11 | 4 (19.5 h) | 1 | 8 | 9 | 3 | Cancelled before it was due more often than not: the clock starts too early; check its start rule. |
| Employer follow-up after reverse marketing | 41 | 29 | 5 (26 h) | 1 | 4 | 14 | 6 | Snoozed often: give it a later warning or a longer window. |
| Participant enquiry contacted | 25 | 19 | 3 (5.5 h) | 0 | 3 | 4 | 2 | |
| Support contact due | 134 | 104 | 14 (30.2 h) | 2 | 8 | 11 | 17 | |
| Approval decided | 14 | 12 | 2 (7 h) | 0 | 0 | 1 | 0 | |
| Attendance result entered in ESS Web | 556 | 509 | 29 (3.2 h) | 2 | 8 | 12 | 41 | |
| Additional information for a claim | 6 | 5 | 1 (4 h) | 0 | 0 | 0 | 0 | |
| Claim assessed by the claims team | 31 | 26 | 3 (11.3 h) | 0 | 0 | 0 | 1 |
| Alert | Set aside | Reasons given | Suggestion |
|---|---|---|---|
| CRN missing | 6 | Transferred in, CRN to come from the Department extract; Waiting on Services Australia | Set aside often: narrow the filter, lower the priority or unpin it. |
| No note in 30 days | 3 | On a permissible break; Employer shutdown, contact booked for 21/09/2026 |
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The formula
Attainment is met on time divided by due minus not yet due. Group by recomputes the same clocks by site, owner or month instead of definition.
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Provider policy
Most rows time a provider default, not a Guideline deadline; only a handful, such as attendance results, come from the Guidelines themselves.
In the build Any list on this report exports to CSV.
Status, part by part
| Capability | Status | Rule, gate or note |
|---|---|---|
| Clock engine: state, escalation, audit trail | In the build | 18 clock kinds |
| Business day calendars | In the build | 2026 and 2027, by state and territory |
| Service levels and definition health | In the build | Grouped by clock, site, owner or month |
| Key date records and audited overrides | In the build | A reason is kept with every change |
| Minimum contacts clock | Planned | Part B 6.6 |
| Local public holidays by site | Planned | Today it is one setting for the whole organisation |
| Clocks started from a Department extract date | Waiting on approval | Live ESS Subscription extracts need DEWR accreditation and a vendor deed |
- In the buildA first version exists and runs on sample data. No provider uses it yet.
- PlannedOn our roadmap, not built yet.
- Waiting on approvalNeeds a decision from the Department or DEWR, a supplier agreement, or legal sign-off.
What it does not do yet
- Minimum contacts per quarter Planned
- Initial appointment after referral Planned
- Job Plan agreed Planned
- Suspension ending Planned
- Program review due Planned
- Pause rules: clocks do not pause for a suspension today Planned
- Local public holidays by site, rather than by organisation Planned
- A screen for authoring your own clocks and alerts Planned
Related pages, guides and tools
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My work
The ranked list these clocks feed, with the score explained.
In the build
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Lists and alerts
Alerts are saved searches that clear themselves, reported the same way.
In the build
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Attendance result deadline calculator
Work out when a result is due in your own state or territory.
Passport stamp
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Attendance results in ESS Web
The close of business rule, the three Business Days, and what the Guidelines do not say.
Questions about deadlines and service levels
Can we change a clock's due time or warning window?
Provider policy defaults, such as when a support contact or a document request falls due, can be changed for your organisation. Guideline deadlines, such as the attendance result and exit notification clocks, follow the clause and are not editable.
Do clocks pause while a participant is suspended?
No. Clocks do not pause for a suspension today; that is planned.
Can we use this with participants now?
No. Using Workstride with participant data first needs DEWR to accredit the Workstride system and us to hold a Third Party IT Vendor Deed, then your organisation's written approval from the Department (Part A 7.2.2).
Sources
- Inclusive Employment Australia Deed and Guidelines, Part A and Part B, version 1.1
- Fair Work Ombudsman, public holidays by state and territory, 2026 and 2027 lists
Sources checked on 17/09/2026. Checked against the build on 17/09/2026.
See it on sample data, with the people building it.
A walkthrough covers the parts of Workstride your teams would use, the status of each one, and the approval steps your organisation takes.
Using Workstride with participant data first needs DEWR to accredit the Workstride system and us to hold a Third Party IT Vendor Deed, then your organisation's written approval from the Department (IEA Guidelines Part A 7.2.2).
Workstride is new, and we are inviting Inclusive Employment Australia providers to help shape it before launch. Help shape Workstride.
Tell us who is coming
Send the form with the roles you want to bring and the parts you want to see.
We reply to set a time
We suggest times that suit your team and confirm what the session will cover.
The walkthrough
Sample data only, with the status of every part said out loud. Nothing about your participants is asked or needed.