NDIA Accountability Project

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Caller Requests to Record Phone Call Phone Enquiry

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Caller Requests to Record Phone Call Phone Enquiry KA

NCC PACE Knowledge Management Portal

Exported on 2024-12-03 21:41:39

Page 1 of 133

NCC PACE Knowledge Management Portal – Caller Requests to Record Phone Call Phone Enquiry KA

Table of Contents

1 General …………………………………………………………………………………………………………………. 4 2 Procedure ……………………………………………………………………………………………………………… 5 3 Overview ………………………………………………………………………………………………………………. 6 4 Procedure ……………………………………………………………………………………………………………… 7 5 Frequently asked questions …………………………………………………………………………………… 8 * Can I record this call? …………………………………………………………………………………………… 8 * It is my private information, why can’t I share this information if I want to? ………………….. 8 6 Call handling instructions for enquiries …………………………………………………………………. 9 7 Further information ……………………………………………………………………………………………… 10 8 Enquiry note template …………………………………………………………………………………………. 11 * General enquiry …………………………………………………………………………………………………. 11 9 Document owner and approver ……………………………………………………………………………. 12 10 Feedback …………………………………………………………………………………………………………. 13

NCC PACE Knowledge Management Portal – Caller Requests to Record Phone Call Phone Enquiry KA

Sept 25, 2024 06:27

General – 3 Page 3 of 133

NCC PACE Knowledge Management Portal – Caller Requests to Record Phone Call Phone Enquiry KA

General

  • Further information

General – 4 Page 4 of 133

Procedure

  • Frequently asked questions
  • Call handling instructions for enquiries
  • Enquiry note template

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To be used by NCC.

This article helps you to:

  • Understand what to do if a caller is requesting to record their phone call with the NCC.

Overview

  • Some callers like to record their conversations with the NDIA, so they can play them back to their family, Local Area Coordinator or support coordinator at a later date.
  • Recording conversations is legal and a valid request.
  • However, the caller requires consent from the NCC Service Officer they are speaking with to do this.
  • If the NCC Service Officer doesn’t want to be recorded by the caller, they can refer the call to their direct supervisor.

Overview – 6 Page 6 of 133

Procedure

To complete the PACE Steps:

  • Navigate to the relevant account for historical information and activities to assist with the enquiry.
  • Follow the PACE steps below to complete the enquiry.
  • If further guidance is required to resolve the enquiry, refer to the relevant NCC guidance resources.

Frequently asked questions

Can I record this call?

  • If yes, the NCC Service Officer is comfortable being recorded by the caller:

Suggested scripting

Start Quote Icon Yes, you can, but it is important you keep the call information to yourself, and not share it publicly through social media or other channels. End Quote Icon

  • If no, the NCC Service Officer doesn’t want to be recorded by the caller:

Suggested scripting

Start Quote Icon No, I am not comfortable with you recording this conversation, do you mind if I transfer you to my supervisor, and they can take the call from here. End Quote Icon

It is my private information, why can’t I share this information if I want to?

Suggested scripting

Start Quote Icon If we discuss your private information on the call, it is still specific to your situation, so has no bearing on other participants. It is also a breach of privacy for you to share it publicly online or through social media channels. The more people know about you, the more you are at risk of having your information stolen, or used in a way you do not want it to be used. End Quote Icon Can I share the recorded call with my family, carer or support coordinator?

Suggested scripting:

Start Quote Icon If you’re recording the call so you can share it with someone involved in your support or care, it is fine to share the recording with them. End Quote Icon

Call handling instructions for enquiries

NCC Service Officers who are asked if the caller can record the call should:

  • Provide the caller with verbal consent to record the call, or refer the call to their supervisor if they do not wish to be recorded.
  • Advise the caller that any specific information about their individual circumstances, needs or support would not be suitable or accurate for every participant’s individual needs.
  • Inform the caller that it is unlawful to share the recording on social media or other digital channels, even though the information discussed is their own private information.
  • Explain to the caller the importance of keeping their private information private. Sharing the recording on public channels such as social media or other public channels would put them at risk of identity theft.
  • Mention to the caller that the more people with access to their personal information, the more at risk they are of this information being used in ways they have not intended it to be used.
  • If they have a complaint or require further information they can send an email to privacy@ndis.gov.au or call us on 1800 800 110.

Call handling instructions for enquiries – 9 Page 9 of 133

NCC PACE Knowledge Management Portal – Caller Requests to Record Phone Call Phone Enquiry KA

Further information

Please refer to:

  • Privacy Phone Enquiry KA

Further information – 10 Page 10 of 133

NCC PACE Knowledge Management Portal – Caller Requests to Record Phone Call Phone Enquiry KA

Enquiry note template

To be used when accessing a participant record after receiving a general enquiry or any other enquiry that does not have a template.

General enquiry

Copy and paste all text below to use in the enquiry note: Date of enquiry: DD/MM/YYYYPerson making enquiry: Include name and relationship to Participant (if not Participant)Contact number: Details of the query: Action taken: Name: Log on ID: Service Officer National Contact Centre Enquiry note template – 11 Page 11 of 133

Document owner and approver

Director, Service Support, Contact Centre Branch

Document owner and approver – 12 Page 12 of 133

10 Feedback

If you have any feedback about this procedure, please refer to your NCC Team Leader.

  • NCC Service Officers (NCC SOs) please send your feedback to your NCC Team Leader. Your Team Leader may have an answer to your question or have information to share with you to resolve your questions and feedback.
  • NCC Team Leaders (NCC TLs) please review the feedback from NCC SOs and provide advice, information and resolve questions where possible. NCC TLs can request new or updated NCC Guidance Resources and assistance using the relevant form on the National Contact Centre Service Desk on the intranet.

Feedback — 13 Page 13 of 133