Understand your Restricted Access Officer role

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

1. Recent updates

Date	What’s changed
November 2021	Link to Standard Operating Procedure - View, create, edit or cancel a Service Booking when the participant with Restricted Access needs to create a service booking.
August 2021	New Standard Operating Procedure to give an overview of the Restricted Access Officer role. It links 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 Officer user access. If you don’t have this access, refer to Standard Operating Procedure - Requesting CRM roles.
Actions
	3.1 Access for Restricted Access Officers
	3.2 Manage conflict of interest
	3.3 Transfer your Restricted Access responsibilities
	3.4 Respond to complaints and feedback

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Procedure

Access for Restricted Access Officers

As a Restricted Access Officer you will:

have access (ongoing or temporary) to view Restricted Access records in the NDIS Business System (System)
have access to develop or make any changes to the participant’s plan. You’ll be able to do this if you also have a Restricted Access Officer role in ESSentials. If you do not have this role in ESSentials, your Restricted Access Manager must request it. They can do this using Standard Operating Procedure – Appoint a Restricted Access Officer to a record.
be informed when you’re the primary or secondary Restricted Access Officer for the person with Restricted Access. The Restricted Access Manager will inform you in an interaction.
send the Form – Service Booking Request for Restricted Access Participants to providers when asked. You can do this using Standard Operating Procedure - View, create, edit or cancel a Service Booking.
complete the participant’s plan in the same way as participants without Restricted Access.

Ongoing Restricted Access Officer access

A Restricted Access Manager can appoint you to a person’s record on an ongoing basis. They’ll do this using Standard Operating Procedure – Appoint a Restricted Access Officer to a record. You will keep access until the Restricted Access Manager removes it.

The Restricted Access Manager will decide if you are:

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

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

Partner staff cannot be primary or secondary Restricted Access Officers.

Temporary Restricted Access Officer access

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Standard Operating Procedure

For Internal Use Only

OFFICIAL

A Restricted Access Manager can appoint you to a person’s record temporarily (up to five calendar days) to complete essential duties. This may include a Payment Analyst, or complaints officer.

Generally, Restricted Access Managers will not appoint Partner staff as a Temporary Restricted Access Officer. They 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.

The Restricted Access Manager will appoint temporary Restricted Access Officers using Standard Operating Procedure – Appoint Temporary Restricted Access Officer.

3.2 Manage conflict of interest

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 by referring 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 Restricted Access Manager so they can appoint a replacement Restricted Access Officer for that person.

3.2.1 Working with a person with Restricted Access

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

To do this you may:

consider practical alternative planning arrangements for the person
seek alternatives to planning conversations in your local office, where possible.

Or, the planning conversation could be done by:

videoconference (such as Microsoft Teams or Skype for Business)
telephone
the participant attending another office where they do not know the staff
the Restricted Access Officer from another area travelling to the participant’s area.

3.3 Transfer your Restricted Access responsibilities

You will need to transfer your Restricted Access responsibilities if you move roles or stop working at the NDIA. You need to advise your Restricted Access Manager. They will:

update alerts on NDIS Business System records assigned to you

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Standard Operating Procedure

For Internal Use Only

OFFICIAL

remove your Restricted Access Officer role in ESSentials.

3.4 Respond to complaints and feedback

If you receive any complaints or feedback from a person with Restricted Access, seek advice from your Restricted Access Manager.

Network Support Intranet page
Interaction Templates - General
Standard Operating Procedure — Understand your Restricted Access Manager role
Standard Operating Procedure — Alerts in the NDIS Business System
Standard Operating Procedure — Appoint Temporary Restricted Access Officer
Standard Operating Procedure — Appoint a Restricted Access Officer to a record
Form— Service Booking Request for Restricted Access Participants
Standard Operating Procedure - View, create, edit or cancel a Service Booking

5. Feedback

If you have any feedback about this Standard Operating Procedure, please complete our Feedback Form.

6. Version control

Version	Amended by	Brief Description of Change	Status	Date
1.0	BIB217	Class 3 approved. Content from SOP — Restricted Access and PG (unpublished) — Restricted Access. New resource.	APPROVED	2021-06-21

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OFFICIAL

Standard Operating Procedure

For Internal Use Only

OFFICIAL

Version	Amended by	Brief Description of Change	Status	Date
2.0	CS0074	Class 1 approved.
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. | APPROVED | 2021-07-12 | | 3.0 | EMN960 | Class 1 approved. Link to Standard Operating Procedure - View, create, edit or cancel a Service Booking when the participant with Restricted Access needs to create a service booking. | APPROVED | 2021-12-02 |

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Understand your Restricted Access Officer role