Disclosure Log - FOI 24/25-0883 OFFICIAL DOCUMENT 8 Knowledge Article
For Internal Use Only The contents of this document are OFFICIAL.
Contact to advise outcome of access decision
Guidance in this document is not approved for use unless you view it in PACE.
This article provides guidance for an access delegate (assessor) to:
• open the contact applicant task • review access decision details • contact applicant • record contact attempts • complete the contact applicant task.
Recent updates
3 October 2024
• Updated guidance to reflect legislation changes from 3 October 2024 • Change title from Contact to advise outcome • If eligible, update to notify the person if they met the requirements for disability, early
intervention, or both • Additional steps for how to complete the contact applicant task.
Before you start
You have read and understood:
• Our Guideline – Applying to the NDIS (external), including sections:
What happens after we decide?
What happens if you’re eligible?
What happens if you’re not eligible?
• guide Conversation style guide.
Open the contact applicant task
V4.0 2024-09-25 Contact to advise outcome of access decision 229723654 Page 1 of 7
This document is uncontrolled when printed OFFICIAL
Page 56 of 117
Disclosure Log - FOI 24/25-0883 OFFICIAL Knowledge Article
For Internal Use Only After we make the access decision, a task is automatically created to notify the applicant or their authorised representative.
If you made the access decision, you’ll usually complete this task too.
If you didn’t make the decision and you are responsible for completing the task, you’ll need to reassign the task to yourself.
Open the task
-
From the Person Account, select the Cases tab.
-
Select the Cases sub-tab and select the down-arrow next to All Cases.
-
Select the relevant Access Decision case.
-
Select the Case Activity tab.
-
Under Open Activities, select the Contact Applicant or Nominee regarding Access Decision task.
-
Select the Details tab.
-
Under Task Information, at Activity Type, select Internal Note from the drop down options.
-
Under Additional Information, at Assigned to, enter your name/login ID (if not already assigned to you).
-
Select Save.
-
Go to section Review access decision details.
Review access decision details
-
From Person Account, select Decisions tab.
-
Select the latest Access Decision on the list.
-
At Decision Point, check the application outcome: Access Met or Access Not Met.
-
At Sub-Decisions section, check the reasons for the decision.
Contact applicant
Before contacting an applicant or their authorised representative, you must use their preferred communication method and authorisations.
V4.0 2024-09-25 Contact to advise outcome of access decision 229723654 Page 2 of 7
This document is uncontrolled when printed OFFICIAL
Page 57 of 117
Disclosure Log - FOI 24/25-0883 OFFICIAL Knowledge Article
For Internal Use Only Before making the call
- Check the person’s preferred contact method. Go to article Check a person’s preferred
contact method.
- Send an SMS to let the person know you’re going to call them from a private number.
Use template We are going to call you in article Send an SMS in PACE.
- When making the call, follow the guidelines in the NDIS Conversation style guide.
Required contact attempts
You must attempt to contact the applicant or their authorised representative to advise them of the decision. The number of attempts needed depends on the decision we made. If:
• access met, you must make at least 1 attempt to contact them. • access not met, you must make at least 3 attempts to contact them (over 2 days
and at different times of day).
Make the call
Application outcome – access met
-
Introduce yourself and confirm if this is a suitable time for the call.
-
Perform a security check, to verify you’re speaking to the correct person. For more
information, refer to section How to complete a security check in article Consider a
request for personal information.
- Inform the person their NDIS application was successful, and they are now a participant
of the scheme. Advise the person if they met the requirements for disability, early
intervention, or both.
- Inform them that a member of the NDIS team will call them soon to take them through
the next steps. This will include developing their plan and arranging their supports.
- Let them know they’ll also receive a letter or email explaining this information, and
describing what happens next.
- Respond to any questions or concerns they might have.
V4.0 2024-09-25 Contact to advise outcome of access decision 229723654 Page 3 of 7
This document is uncontrolled when printed OFFICIAL
Page 58 of 117
Disclosure Log - FOI 24/25-0883 OFFICIAL Knowledge Article
For Internal Use Only 7. For more information, refer to section What happens if you’re eligible? in Our Guideline
– Applying to the NDIS (external). You can also refer the participant to this information.
Application outcome – access not met
-
Introduce yourself and confirm if this is a suitable time for the call.
-
Perform a security check, to verify you’re speaking to the correct person. For more
information, refer to section How to complete a security check in article Consider a
request for personal information.
-
Inform the person their NDIS application was not successful.
-
Explain the reasons their application was not approved.
-
If you need further support to explain the decision to the person, ask your Team Leader.
-
Give information about their review rights.
-
Make sure the person knows how to contact their local area coordinator or early
childhood partner.
- Explain that their local area coordinator or early childhood partner can offer more
information. They can also help with accessing mainstream and community supports.
- Let them know they’ll also receive a letter explaining this information, including contact
details for their local area coordinator or early childhood partner.
-
Remind them that they can reapply at any time if their situation changes.
-
Respond to any questions or concerns they might have.
-
For more information, refer to section What happens if you’re not eligible? in Our
Guideline – Applying to the NDIS (external). You can also refer them to this information.
Record contact attempts
After attempting to contact the person (successfully or not), you must log an activity to record this. Go to article Log an activity or internal note. Record the note in the Activity Log using the relevant template:
Access met
V4.0 2024-09-25 Contact to advise outcome of access decision 229723654 Page 4 of 7
This document is uncontrolled when printed OFFICIAL
Page 59 of 117
Disclosure Log - FOI 24/25-0883 OFFICIAL Knowledge Article
For Internal Use Only Unsuccessful contact attempt
Phone call made to <Applicant/Authorised Representative> on all available numbers to advise the outcome of their NDIS application.
Call not answered.
Successful contact attempt
Phone call made to <Applicant/Authorised Representative> on all available numbers to advise the outcome of their NDIS application.
I confirmed they are eligible for the NDIS and that they meet requirements for <disability / early intervention / both disability and early intervention>
I explained the next steps.
Access not met
Unsuccessful contact attempt
<First/second/third> phone call attempt made to <Applicant/Authorised Representative> on all available numbers to explain the reasons for the access not met decision.
Call not answered.
Successful contact attempt
Phone call made to <Applicant/Authorised Representative> to explain the reasons for the access not met decision.
I explained the requirement they did not meet with reference to their relevant supporting information.
I provided information about their review rights.
I provided the <Applicant/Authorised Representative> the details of their <local area coordinator/early childhood partner>.
I explained their <local area coordinator/early childhood partner> can help with accessing information and talking about access to mainstream and community supports.
Complete the contact applicant task
-
From the Person Account, select the Cases tab.
-
Select the Cases sub-tab and select the down-arrow next to All Cases.
V4.0 2024-09-25 Contact to advise outcome of access decision 229723654 Page 5 of 7
This document is uncontrolled when printed OFFICIAL
Page 60 of 117
Disclosure Log - FOI 24/25-0883 OFFICIAL Knowledge Article
For Internal Use Only 3. Select the relevant Access Decision case.
-
Select the Case Activity tab.
-
Under Open Activities, select the Contact Applicant or Nominee regarding Access Decision task.
-
Select the Details tab.
-
Under Task Information, at Activity Type, select Internal Note from the drop down options.
-
Under Task Information, at Comments, select the edit icon.
If all call attempts are unsuccessful
Copy and paste template below into Comments:
<1/3> phone call attempts made to <Applicant/Authorised Representative> on all available numbers to explain the reasons for the access not met decision. Calls not answered.
If you successfully contacted the person
Copy and paste the Successful contact attempt template from the Activity Log.
-
Under Additional Information, at Assigned to, enter your name/login ID (if not already assigned to you).
-
Under Additional Information, at Status, select Completed.
-
Select Save. This task is now closed.
Next steps
- For an access met decision, a plan approval case will automatically route to the relevant
queue for a planner to develop their first participant NDIS plan.
- Once you contacted the person of their outcome, no further action is needed.
Article labels – internal use only
PACE user role names
No change.
Topics
V4.0 2024-09-25 Contact to advise outcome of access decision 229723654 Page 6 of 7
This document is uncontrolled when printed OFFICIAL
Page 61 of 117
dis:
No change.
Case names
No change.
Ownership
No change.
Version control
Version
Disclosure Log - FOI 24/25-0883
OFFICIAL
Knowledge Article
For Internal Use Only
Brief Description of Change
Status
1.0
EMN960
Draft approved by Class 3 Director with edits
APPROVED
2022-11-14
2.0
EMN960
EL2 Approval
APPROVED
2023-11-21
3.0
EMN960
EL2 Approval
APPROVED
2024-02-20
Updates made to reflect information about 1.17 SMS feature release
4.0 JC0088 Class 2 Approval APPROVED | 2024-09-25
Update to align with legislation changes
V4.0 2024-09-25 Contact to advise outcome of access decision 229723654 Page 7 of 7
This document is uncontrolled when printed OFFICIAL
Page 62 of 117