Understand your Restricted Access Manager role

The content of this document is OFFICIAL. This Standard Operating Procedure (SOP) is for use by Restricted Access Managers (RAMs) only. It will help you to understand the responsibilities of your Restricted Access Manager role.

1. Recent updates

Date	What’s changed
August 2021	New Standard Operating Procedure to give an overview of the Restricted Access Manager role. It links out to other Restricted Access Standard Operating Procedures.

2. Checklist

Topic	Checklist
Pre-requisites	You have:

read and understood Our Guidelines — Your information and Privacy
confirmed your Restricted Access Manager user access. If you don’t have this access, refer to Standard Operating Procedure - Requesting CRM roles | | Actions | | | 3.1 | Manage Restricted Access requests | | 3.2 | Manage conflict of interest | | 3.3 | Transfer your Restricted Access responsibilities | | 3.4 | Review Restricted Access records | | 3.5 | Review Restricted Access decision | | 3.6 | Respond to complaints and feedback |

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Standard Operating Procedure

For Internal Use Only

OFFICIAL

3. Procedure

3.1 Manage Restricted Access requests

As a Restricted Access Manager, you will manage Restricted Access requests for your state or territory. You will:

approve and decline Restricted Access requests
appoint Restricted Access Officers to a person’s record
provide temporary Restricted Access Officer access to staff
remove Restricted Access Officers and re-assign the person to another Restricted Access Officer
remove Restricted Access from the person’s record.

3.1.1 Approve and decline Restricted Access requests

You must make a decision within 14 days of the person’s Restricted Access request.

You will approve and decline Restricted Access requests, using Standard Operating Procedure – Approve or decline the request for Restricted Access.

3.1.2 Appoint Restricted Access Officers to a person’s record

Generally, you will appoint:

a primary Restricted Access Officer (the My NDIS Contact for participants), and
a secondary Restricted Access Officer.

The primary and secondary Restricted Access Officers cannot be Partner in the Community staff.

A secondary Restricted Access Officer may not be practical where the person knows most staff in their local area.

You can’t appoint yourself as a Restricted Access Officer to the person’s record. Refer to the Segregation of duties matrix on the Network Support Intranet page if you need more information.

You will appoint Restricted Access Officers to a person’s record, using Standard Operating Procedure - Appoint Restricted Access Officer to a Record.

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Standard Operating Procedure

For Internal Use Only

OFFICIAL

3.1.3 Provide temporary Restricted Access Officer access to staff

You may provide temporary Restricted Access Officer access (up to five calendar days) to a staff member to complete essential duties, for example a Payment Analyst or complaints officer.

Generally, you will not appoint Partner in the Community staff as a Temporary Restricted Access Officer. You may consider appointing Partner staff if there is a participant requirement. For example, if the participant assigned to a Partner prefers to continue working with the Partner.

You will do this using Standard Operating Procedure – Appoint Temporary Restricted Access Officer.

3.1.4 Remove a Restricted Access Officer and re-assign the person to another Restricted Access Officer

You must remove a Restricted Access Officer from a person’s record when:

a Restricted Access Officer leaves the Agency or changes roles
you have been advised the Restricted Access Officer has a conflict of interest
you decide another service area should complete planning activities for a participant
the participant requests that staff from another service area complete their planning activities.

Remove a Restricted Access Officer from a record using Standard Operating Procedure - Remove a Restricted Access Officer from a Record.
Re-assign the person to another Restricted Access Officer (if required) using Standard Operating Procedure - Appoint Restricted Access Officer.

3.1.5 Remove Restricted Access from the person’s record

You will remove Restricted Access from a person’s record if:
- they have requested it
- their circumstances have changed and they no longer meet the Restricted Access criteria.
If you make a decision to remove Restricted Access from a record you will:
- contact the person with Restricted Access to advise them of your decision. You will do this using their preferred method of communication

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Standard Operating Procedure

For Internal Use Only

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confirm or change your decision to remove Restricted Access after considering information from the person with Restricted Access.

If you decide to remove Restricted Access you will use Standard Operating Procedure - Remove a Restricted Access Officer from a Record.

3.2 Manage conflict of interest

The Segregation of duties matrix states Restricted Access Managers can’t:

appoint themselves as Restricted Access Officers
review a restricted access decision they made.

You must not have a conflict of interest working with a person with Restricted Access.

If you know the person or recognise them, check if you have a conflict of interest. Refer to the Conflict of Interest Fact Sheet and Conflict of Interest Policy.
If you have a real or apparent conflict of interest, you must advise your manager. You must also ask for a replacement Restricted Access Manager to take over the role for that person.
You must also check any conflict of interest with the Restricted Access Officer you plan to appoint. You must do this before assigning them to the record.

3.2.1 Working with a person with Restricted Access

You must manage any conflicts of interest and maintain the person’s privacy.

For example, you could call the person and ask if they know any staff in the office you plan to allocate them to.

3.3 Transfer your Restricted Access responsibilities

You will need to transfer your Restricted Access responsibilities if you move roles or cease employment with the NDIS.

Discuss arrangements for a replacement Restricted Access Manager with your manager.
Update alerts on NDIS Business System records assigned to you.
Remove your Restricted Access Manager role in ESSentials. Refer to the Network Support Intranet page for instructions.

3.4 Review Restricted Access records

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Standard Operating Procedure

For Internal Use Only

OFFICIAL

You must review your Restricted Access records.

Review your Restricted Access records to ensure:
- there is at least one Restricted Access Officer
- the Restricted Access Officers are current
- the person still meets the Restricted Access criteria.
If you need to add a Restricted Access Officer, use Standard Operating Procedure - Appoint Restricted Access Officer to a Record.
If a Restricted Access Officer is not current you must:
- remove the Restricted Access Officer, using Standard Operating Procedure - Remove a Restricted Access Officer from a Record
- appoint a new Restricted Access Officer, using Standard Operating Procedure - Appoint Restricted Access Officer to a Record
If the person no longer meets the Restricted Access criteria, remove Restricted Access using Standard Operating Procedure - Remove Restricted Access from a Record.

3.5 Review Restricted Access decision

A person may ask for a review of a decision to decline Restricted Access. You can review this decision if you were not involved in the original decision.

If you made the original decision to decline Restricted Access, you will need to ask a different Restricted Access Manager in your state or territory to review the decision. You can’t review this decision. Refer to the Segregation of duties matrix on the Network Support Intranet page if you need more information.

Note: this is not a reviewable decision under section 100 of the NDIS Act.

3.6 Respond to complaints and feedback

You are responsible for responding to any complaints or feedback. Use the Standard Operating Procedure – Record, View and Update a Complaint to do this.

Network Support Intranet page
Standard Operating Procedure – Understand your Restricted Access Officer role

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Version Control

Version	Amended by	Brief Description of Change
1.0	BIB217	Class 3 approved.
New resource. Content from SOP — Restricted Access. Moved to new standard operating procedure template.
Class 2 approved	APPROVED	2021-06-21
2.0	CS0074	Updated section 3.1 to state that partners

can’t be primary or secondary restricted access officers
generally shouldn’t be temporary restricted access Officers. Approved by Partner Performance branch — Aaron Verlin. Class 1 approved | APPROVED | 2021-07-12 |

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Understand your Restricted Access Manager role