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Re-assign open case when applying restricted access to participant record

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Re-assign open case when applying restricted access to participant record

This article provides guidance for a supporting officer to: e find open cases for restricted access (RA) participants e re-assign open cases for restricted access (RA) participants e re-assign cases using the Case re-assignment table in this article.

Note: The Network Support Team (NST) will complete this action when approving a restricted access request.

Recent updates December 2023

Updates include: e name change from Re-assign open cases for restricted access participants e information added about Guidance for Success and its importance during case re assignment e re-assignment table revised and updated

e minor continuous improvement enhancements.

Before you start

You have: e restricted access permissions in PACE e approved a restricted access case using article Review and determine outcome for

a restricted access request e checked for any open cases in the participant account that may need to be

reassigned, based on the decision to apply restricted access to the participant’s

account.

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Re-assign open case for restricted access participants

From the Person Account, check for any open cases for the participant. These cases will need to be re-assigned.

Determine where to re-assign the case

  1. Search for the case number.
  2. Open the Case and check case type.
  3. Refer to the below Case re-assignment table to determine where the case needs to be re- assigned.

When re-assigning the case first refer to the case type. You will also need to consider the Guidance for Success stages:

 New  Draft – any case in this stage should be re-assigned to the my NDIS contact who

will have restricted access permissions  In progress  Request further information  Pending outcome  Resolved.

Case re-assignment table

Case type                  Guidance for       Where to re-assign

success stage

All case types                    Draft            my NDIS contact who will have

restricted access permissions

my NDIS contact who will have

Check-in New, In Progress

restricted access permissions

New, In Progress,

Claim and payment verification  Request Further     RA CP Verification Holding Queue

Information

Claim and payment verification  Pending Outcome   RA CP Verification Routing Queue

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RA Claim and Payment Routing

Claim and payment enquiry New

Queue

Payment Authorisation Routing

Claim and payment enquiry Pending Outcome

Queue

RA Claim and Payment Routing

Claim and payment enquiry In Progress

Queue

Eligibility Reassessment or     Any stage other than  RA Eligibility Reassessment

Evidence Extension              Draft              Queue

my NDIS contact who will have

Enquiry New, In Progress

restricted access permissions

New, In Progress,

Request Further RA Feedback and Complaints

Feedback and complaints

Information, Routing Queue

Resolved

Functional capacity my NDIS contact who will have

New, In Progress

assessment restricted access permissions

Any stage other than

Housing application OAHS RA Routing Queue

Draft

New, In Progress,

Request Further

Internal Review Internal Review Routing Queue

Information, Pending

Outcome

Any stage other than my NDIS contact who will have

Leaving the NDIS

Draft restricted access permissions

Manage Authorised my NDIS contact who will have

New

Representatives restricted access permissions

In Progress, Request

Manage Authorised

Further Information, RA Participant Routing Queue

Representatives

Pending Outcome

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Any stage other than

Participant Budget Update RA Participant Routing Queue

Draft

New, In Progress,

Request Further RA Participant Critical Incident

Participant Critical Incident

Information, Queue

Resolved

my NDIS contact who will have

Plan Implementation New, In Progress

restricted access permissions

Any stage other than

Streaming RA Participant Routing Queue

Draft

Any stage other than RA Technical Advice Case Routing

Technical Advice

Draft Queue

Re-assign the case

  1. Navigate to participant details in Case tab.
  2. Under participant details refer to Case Owner.
  3. Select the Change Owner icon next to the case owner name.
  4. Re-assign the case using the re-assignment table:  Search for the new owner referring to the Where to re-assign column in the Case

re-assignment table  Select Change Owner to the assigned Restricted Access Officer.

  1. When you have re-assigned the case, log an activity in the case to advise that the current case owner has changed. This allows the case owner to finalise outstanding work items if needed. Use article Log an activity or internal note.

Next steps

  1. From the Person Account, check the Cases tab and confirm all open cases are re- assigned.

Article topics and case names – internal use only

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User roles This article relates to the following user roles:

e dc_users_supportingofficer.

Topics

This article relates to the following topics:

e t_privacyandinformation.

Version control

Version Amended Brief Description of Change

by

0.1 BJW159_ | New article drafted for re-assigning open DRAFT 2023-05-31

cases once a RA request is approved. The cases will need to be continued by a restricted access officer.

0.2 TPO642_ |AD review DRAFT 2023-06-06

0.3 BJW159_ | Transferred content into new template. DRAFT 2023-06-07

Updates relating to AD review.

Added new content following clarification from Domain regarding how to use the change owner function. Also added the re assignment table after confirmation this can

be in the KA.

0.4 TCM150 | Peer review DRAFT 2023-06-07

0.5 BJW159_ | Updates following peer review. DRAFT 2023-06-07

0.6 BJW159 | Updates following Domain Owner review and DRAFT 2023-06-19

endorsement.

1.0 EMN960 |Class 1 approval. APPROVED | 2023-06-19

New knowledge article to reflect PACE system build for restricted access.

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Version Amended Brief Description of Change Status

by

1.1 TCM150 ‘| Update following domain feedback and SD DRAFT 2023-08-07

input. Further information added for re assigning a case if not recorded in the provided table and ‘my NDIS contact’ amended as per new guidance Consistency Guide.

v2 TPO642 |AD review DRAFT 2023-08-09

5 TCM150_ ‘|Action from AD review DRAFT 2023-08-09

2.0 EMN 960 |Class 1 approval APPROVED | 2023-08-10

2.1 DFB448 | New draft incorporating Cl and restricted DRAFT 2023-10-25

access enhancements for 1.16 release.

2.2 DFB448 | Copy for BIL and Domain review DRAFT 2023-10-31

2.3 DFB448 | Actioning BIL feedback. Domain DRAFT 2023-11-16

endorsement received. e Name updated from Re-assign open cases for restricted access participants to Re assign open case when applying restricted access to participant record

2.4 CNP536_ |Action from AD review and updated AD DRAFT 2023-11-22

review

2.5 DFB448 _ | Applying further updates regarding RA DRAFT 2023-11-23

CNP536 | TUSUES

AD review and input

2.6 DFB448 |Clean copy for SME review DRAFT 2023-11-23

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SGP Knowledge Article Template

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Version Amended Brief Description of Change Status

by

2.7 DFB448 | Transferring and actioning SME feedback DRAFT 2023-11-23

2.8 DFB448 | Copy for AD review DRAFT 2023-11-23

2.9 CNP536_ |AD Review for BIL review DRAFT 2023-11-24

2.10 CNP536_ |Incorporated BIL input DRAFT 2023-11-27

2.11 CNP536__|Incorporated BIL input DRAFT 2023-11-28

DFB448_ |Further amendments to content

2.12 DFB448 |Update from BIL feedback and preparing for DRAFT 2023-11-28

EL1 review.

3.0 EMN960 |Class 1 Approval APPROVED | 2023-11-28

Name updated from Re-assign open cases for restricted access participants to Re assign open case when applying restricted access to participant record

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