FOI 23/24-0814
SGP Knowledge Article Template
For Internal Use Only
The contents of this document are OFFICIAL.
Check a person’s preferred contact method
This article provides guidance for a local area coordinator, early childhood partner and all NDIA staff (planner delegate, payments officer, internal review delegate, complaints officer, participant support officer, access delegate, technical advisors, National Contact Centre, liaison officers (HLO/JLO), complex support needs (CSN) planner, national reassessment delegate) to:
e view a person’s preferred communication and correspondence preference e check a person’s preferred contact method
e update a person’s preferred contact method.
Recent updates October 2023
Current guidance.
Before you start
You have:
e checked consent and authority if an update request is received from a
representative, using article Check consent, nominee, child representative or self
representation authorities
e completed a security check and identity confirmation, if required, using article Consider a request for personal information.
Understand the contact preferences
Before any interaction with an applicant, participant or authorised representative, you must check their contact preference to make sure we’re communicating with them in the right way. There are 3 types of contact preferences in PACE:
e communication preferences and details e standard correspondence
e plan correspondence.
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PERSE SE hh 54
OFFICIAL
FOI 23/24-0814
SGP Knowledge Article Template
For Internal Use Only
Communication Preferences and Details records information about contact methods including primary contact method, email address, phone numbers and opt-ins or opt-outs.
Standard Correspondence records information about the document language, document format and delivery methods of all letters.
Plan Correspondence records information about the plan language, document format and delivery format of the participant’s plan, if relevant.
Check a person’s preferred contact method
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Open the Person Account.
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From the account view, open the Details tab.
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Scroll down to the Communication Preferences and Details, Standard Correspondence, and Plan Correspondence sections.
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Review the person’s preferred contact methods. Update a person’s preferred contact method
There are 2 ways to update communication and correspondence preferences:
complete an Update Person Account case
use the Update Details button on the Details screen.
Note: In most cases, updates made to a person’s communication or correspondence details in PACE will not automatically transfer to SAP CRM. You must check if the changes have been successfully transferred to SAP CRM. In most cases you will need to update them manually in SAP CRM.
For information on how to update communication and correspondence preferences, read article Update a person account.
Next steps
If you have had contact with an applicant, participant, their provider, or authorised representative, you must log an activity. If you have updated a Person Account, make sure you include details of the reason the update has been made. Learn more in article Log an activity or internal note.
Article topics and case names – internal use only
Topics
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FOI 23/24-0814
SGP Knowledge Article Template
For Internal Use Only
This article relates to the following topics:
e t_communication
Case names You can use this guidance for the:
e dc_case_updatepersonaccount
Version control
Version Approved Brief Description of Change Status
by
0.1 NHR998 | Draft ready for showcase DRAFT 2022-11-280.2 VVN944 - Peer reviewed DRAFT 2022-12-16
- Addition of overview
- Title change from ‘contact’ to ‘communication’ to align with PACE language
1.0 APPROVED
1.1 JJO192 | Revision for staff enhancements capabilities DRAFT 2023-04-06micro-release
+2 CGT260 | Updated guidance to align with new Update DRAFT 2023-06-09Details button feature for release 1.13.
Title changed from ‘Checking a participant’s preferred contact method’.
Content moved to new template. Edits made to align with style guide.
Added related articles.
1.3 ACO932 | Peer review DRAFT 2023-06-15
1.4 CGT260 | Actioned peer review and additional edits. DRAFT 2023-06-29
1.5 CGT260 | Reviewed and actioned Domain review DRAFT 2023-06-30V3.0 2023-10-11 Check a person’s preferred contact method - WP01-17 Page 3 of 4
This document is uncontrolled when printed
PRSEIE ML 54
FOI 23/24-0814
SGP Knowledge Article Template
For Internal Use Only
Version Approved Brief Description of Change Status
by
1.6 CGT260 | Prepared for EL1 review DRAFT 2023-06-30
1.7 VFK746 | EL1 Review and submission to EL2 DRAFT 2023-07-03
2.0 EMN960 | Class 1 approved APPROVED | 2023-07-04Removed steps from section on updating a contact method preference.
Added information in section on updating a contact method preference to include the 2 different ways to make updates and referring to article to support this.
2.1 DFB448 | New draft as part of Cl updates. DRAFT 2023-09-25
22 CGT260 | Updates for Cl work DRAFT 2023-10-03
2.3 ACO932 | Peer review DRAFT 2023-10-04
2.4 CGT260 | Actioned peer review and prepared for EL1 DRAFT 2023-10-05review
2.5 VFK746 | EL1 review — submit to BILs DRAFT 2023-10-06
2.6 CGT260 | Address stakeholder feedback. DRAFT 2023-10-09
2.7 VFK746 | EL1 review — submit to EL2 for approval DRAFT 2023-10-11to publish
3.0 EMN960 | Class 1 approved. APPROVED | 2023-10-11Updated for continuous improvement.
Title changed from ‘Check a participant’s preferred contact method’ to ‘Check a person’s preferred contact method’.
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