NDIA Accountability Project

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Book change or cancel a check-in

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Knowledge Article

For Internal Use Only The contents of this document are OFFICIAL.

Book change or cancel a check-in

Guidance in this document is not approved for use unless you view it in PACE. This article provides guidance for a planner delegate, planner (non-partnered area), review officer, participant support officer, local area coordinator or early childhood partner:

  • contact the participant to book their check-in meeting
  • book a check-in meeting
  • review or change a check-in meeting
  • reschedule a check-in
  • reassign a check-in
  • cancel a check-in meeting.

Recent updates

June 16th , 2023

Updated guidance includes link on how create anonymous Microsoft Teams Meeting when booking virtual check-ins.

May fifth year two thousand twenty five

updated guidance:

  • remove and replace transition streamlined planning articles,
  • clarify what expect at plan transition check ins,
  • understand that we don’t offer continuation pathway participants with SAP CRM moving into pace,
  • include new guidance supporting participants times changes.

Before You Start

You have read understood following articles:

Knowledge Article

For Internal Use Only

  • article: Check consent, nominee, child representative or self-representation authorities
  • article: Contact attempts and unable to contact in a check-in case
  • Guide – Conversation style guide (PDF) Conversations with participants in a changing environment (122KB) | help you support participants. You have:
    • Checked if there are any open check-in cases on the Person Account Review this check-in case decide whether continue it close it to learn more about: scheduled check-ins including transition reassessment check-ins go to article Understand types of check-ins Continue auto-created case how create discretionary check-in use Create a check-in case completed desktop review using Complete before meeting prepared for conversation Explain purpose outcomes book their check-in meeting Where possible offer face-to-face participant authorised representative If not possible appropriate virtual Microsoft Teams phone Make sure accommodate preferences Note booking via MS Teams generate link Outlook How anonymous Teams meeting Check-ins usually take around minutes but will depend needs When set date away placeholder PACE automatically creates when days until assigned my NDIS Before contacting person preferred method Go article Book change cancel 192242742 Page Page This document is uncontrolled printed OFFICIAL

Knowledge Article

For Internal Use Only Before you call the participant, send them an SMS to let them know you’re going to call from a private number within one hour. Go to article Send an SMS in PACE. When you reach the participant introduce yourself explain that your purpose is schedule for this conversation talk about:

  • what it’s important why its
  • reason upcoming checkin For example discuss any changes situations working before reassessment
  • time suits them and long might take You suggest some dates times
  • who they’d like attend meeting informal support coordinator
  • communication at may need during checkin To help prepare ask if they’d resources can give copy link: • How will we with external • Factsheet Checkins (external) • Our Guideline – Your plan(external).You should kinds things discuss during include how their going questions current funding goals new want change connect mainstream supports NDIS helping pursue disability needs situation changed V12.0 Book or cancel check-in 19242742
  • if they need help with big changes coming up in their life, like starting or finishing school or starting a new job • anything else the participant would like to discuss. Talk to the participant about what they might like to have ready for the meeting. For example, you updates to their About Me information any new evidence supporting documents If t heir situation has changed hel pthe partic ipant understand wh at types o f informat ion w e’ll ne ed from them You can use Factsheet Evidence you need give us before create chang yourplan (external)to sup port conversation Offer send part icip ant informa tion explained after call ex ample email This should include purpose chekin what migh tdiscuss and what theymightready meet ing Plan transition checkin Explain this will mean participan Let know what you’ll discus s next steps article Complete SAP CRM PACE plan transiti on Reassessment checkin Completing last checkbefore scheduled reassessment called reas sessment case generated days befor participants confidence level not suitable continuatio n without checkin Participant receive auto letter arrange checkmeeting next step explain may ask extra info at this checkabout likely happen after checkin Example: •if situat hasn’t change dandtheirpl an meets needs planner delegate decide continue plan • if situaionhaschange dhevidence pl ain isn’tmeet disabilityrelated supportneeds, plannerdelegate decidereassess plan V120 6 Book change cancelcheck in Page of released under Freedom Information Act by National Disability Insurance Agency

Knowledge Article

For Internal Use Only

This decision will be based on all available evidence, including the information gathered during this check-in. When you schedule the check-in, make sure you give the participant and the Agency enough time to gather any new and updated information. Local area coordinators or early childhood partners have 50 days to complete a reassessment check-in. Planner delegates have 60 days to complete the check-in.

Discretionary overutilisation check-in

If the check-in is a discretionary overutilisation check-in, explain to the participant that during the check-in you’ll discuss: • how they’re going with using the funding in their plan to access NDIS supports • if their situation is impacting how they’re using their funding • ways to help the participant stay on track with spending within their plan budget.

Book a check-in meeting

If contacting by phone, before you call send an SMS to let the participant know you’re going to call them from a private number within the hour. To book a check-in:

  1. From the Person Account select Cases,
  2. Select Check-in case hyperlink Case Record Type.,
  3. In Activity panel right-hand side of cases New Event,,
  4. Fill out event details , 5.Select Save . If the participant doesn’t attend the check-in meeting unable contact go article Contact attempts not able to contact in a check-in case.

Review change review or change a check-in meeting To review or change a check-in : 1.From person account select Cases and then click on the check -in case.

Knowledge Article

For Internal Use Only

Reschedule a check-in

You may need to reschedule the check-in meeting to another date and time.

  • The participant cannot make it on schedule, or their NDIS contact can’t attend; or you’re unable to reach them when trying for an in-person check-in.

Knowledge Article

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Reassign a check-in

In limited situations, you can reassign the check-in case to another my NDIS contact if the participant wants to continue with the check-in and their current my NDIS contact isn’t available. Note: discuss this with your team leader before you continue with the check-in. To reassignedacheck-in:

  • UpdatethePersonAccountwithyouastheparticipant’sreassignedmyNDIScontact.Tolearnmore,gotoarticleUpdatetheMyNDISContact.Thiswillbeanongoingchangetotheparticipant’smyNDIScontact.*
  • Afteryoushavecompletedthecheck-intorepeatsteptoreasignbacktoperviousmyNDIScontact.*

Cancelacheck-inmeeting

Tocancelachk-in:

  • FromtheadersonAccounselectCases.
    • SelectCheck-incase.
      • SelectCaseActivity.
        • SelectOpenActivities.
          • Selectthedrop-downarrowofthechkinmeetingevent.
            • SelectDelete*

Nextsteps

TotcontinueithewithcheckinogoatoarticlenConfirmpurposeandattendeesduringacheck- in*.ArticlelabelsPACEuserrolenamesNochange.V120 6-06Book change or cancel a checin 9242742Page8 of Page8 offreeunderreleasedocument

Knowledge Article

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Knowledge Article

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| | | |-| |• Include new Guidance On Supporting Participants In Times Of Change||

12.0 AHB706 Class I Approved

Updated Guidance To Include Link To Resource How To Create An Anonymous Microsoft Teams Meeting When Booking A Check-In. APPROVED 2025-06-06