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Call Handling Basics

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Call Handling Basics KA

NCC PACE Knowledge Management Portal

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NCC PACE Knowledge Management Portal – Call Handling Basics KA

Table of Contents

  1. To be used by NCC - 5
  2. Before you start - 6
  3. Protecting persons privacy - 7 3.1 Request to speak with or wants information about NDIA staff member/s - 7
  4. Prepare to handle a call - 8
  5. NCC Service Officer call flow - 9 5.1 Welcome person and introduce yourself - 9 5.2 Use the person’s preferred communication method - 9 5.3 Connect and Support - 9 5.4 Verify identity or confirm authority - 9 5.5 Identify and confirm person’s needs/enquiry - 9 5.6 Hold Protocols - 10 5.7 Provide Solution - 10 5.8 Refer the enquiry for resolution - 10 5.9 Call Summary - 10 5.10 Wrap up - 10 5.11 Terminating a call due to no response - 11 5.12 Person enquiring, applying and transitioning - 11 5.13 Participants - 11 5.14 Providers wanting to register and registered - 11 5.15 Third party individuals and organisations - 11 5.16 Offering service level choices - 11 5.17 Streaming level for NCC servicing (internal process) - 12 5.18 Communication preferences, language and relay call interpreters - 12
  6. Procedure - 13 6.1 To complete the PACE Steps: - 13
  7. Key call handling processes - 14 7.1 Warm transfer to NDIA staff and partners - 14 7.2 Calls including a third party - 14
  8. Handling a call that has dropped out or disconnected - 15 8.1 Person returning a call from NDIA - 15 8.2 Repeat contact about an enquiry - 16
  9. Managing my communication - 17 9.1 Managing your communication includes: - 17 9.2 Using keywords - 17 9.3 Effective questioning - 17 9.4 Using open and closed questions - 17 9.4.1 Using leading Questions - 18 9.5 Active Listening - 19 9.6 Using Verbal Nods - 19 9.7 Using mirroring - 19 9.8 Avoiding jargon - 20
  10. Managing challenging conversations - 21 10.1 Request for your name and location - 21 10.2 Request to speak with team leader - 21 10.3 Request for call recording - 22
  11. Enquiry resolution and referral - 23 11.1 First contact resolution - 23 11.2 Enquiry referrals - 23 11.3 Priority enquiry Tier 2, 3 and 4 - 23
  12. Further information - 24

Table of Contents – 2

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NCC PACE Knowledge Management Portal – Call Handling Basics KA

Table of Contents

  • Please refer to: 24
  • Enquiry note template 25
    • General Enquiry 25
  • Document owner and approver 26
  • Feedback 27

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General

  • Before you start
  • Protecting persons privacy
  • Prepare to handle a call
  • NCC Service Officer call flow
  • Further information

Procedure

  • Key call handling processes
  • Managing my communication
  • Managing challenging conversations
  • Enquiry resolution and referral
  • Enquiry note template

Use this link to navigate back to KNOWA 2.0 home page. S47E (d) - Certain Operations of agencies KNOWA 2.0 Home page Search here to find NCC knowledge articles and guidance.Search

To be used by NCC. – 4 Page 89 of 133

1 To be used by NCC.

This article assists you to:

  • Prepare for call handling and provides support materials around Key Call Handling Processes.
  • Understand information on the types of challenging calls you may experience, techniques and tips for dealing with challenging calls, and examples of effective responses to help deal with challenging situations.
  • Understand inbound call sequence and identify when an enquiry is a priority enquiry that requires escalation.

2 Before you start

  • Prepare for the call.
  • Support the enquirers communication needs.
  • Check all alerts on a person account.

Before you start – 6 Page 91 of 133

Protecting persons privacy

The NDIA is bound by the requirements of federal law, including the Privacy Act 1988 (Commonwealth) (Privacy Act) and the National Disability Insurance Scheme Act 2013 (NDIS Act), in its handling of personal information.

Every NCC Service Officer is required at all times to comply with the NDIS Act and the Privacy Act in the collection, use, storage and disclosure of personal information.

You must take all required steps to make sure that no-one outside the NDIA can access information held about someone, without that person’s consent, unless that access is authorised or required under law.

The NDIA’s Privacy policy and the NDIS Our Guideline - Your Privacy and Information requires every NCC Service Officer to respect and protect the privacy of everyone who contacts the NCC, this includes new prospective participants, prospective transitioning participants, participants, providers, employees, contractors and community partners.

You should be familiar with the above policy and guidelines to make sure your collection, use and disclosure of personal information complies with your statutory obligations and NDIA policy.

You must deliver NCC services according to the Consent KA.

You must only ever discuss, disclose, collect, record or hold a person’s personal information after you have confirmed or verified the person’s identity and checked their authorisation in the NDIS Business System (PACE).

Unauthorised access, use or disclosure of protected information is an offence and carries a penalty of up to two years imprisonment.

The NDIS Privacy page describes what kinds of personal information that you may have to collect, use and record:

  • Name, contact details date of birth and age.
  • Gender, details about participants’ physical or mental health, including disabilities.
  • Information about participants’ support requirements.
  • Details of guardians and nominees, including names, addresses and contact details.
  • Centrelink Customer Reference Number (CRN).
  • Details of feedback or complaints about services provided by us.
  • Bank account details.
  • Employee records.

Request to speak with or wants information about NDIA staff member/s

Person who is a family member, friend or has another type of relationship and wants to speak with or get information about a NDIA staff member/s.

  • Assess the person’s enquiry type and resolve or refer
  • Advise:

Start Quote Icon Thank you for your call. Unfortunately, we are unable to provide information about anyone who may or may not be a staff member in the NDIS. I am sure you can understand and appreciate this. End Quote Icon

4 Prepare to handle a call

You can use this checklist to prepare for call handling but also can use this for handling non-telephony processing work as well.

  • Switch your mobile and landline phones to silent to ensure professional service delivery.
  • Set up equipment - head set and computer.
  • Open up and minimise your key sources of information and instructions and business systems including:
    • KNOWA 2.0 - NCC Knowledge Management Portal
    • NDIS Business System (PACE)
    • NDIS Website
    • Check recent bulletin notices on BULLETIN NOTICE BOARD NCC KNOWA 2.0
    • Check notices and any IT updates on NDIA home intranet page
  • Set-up your sticky notes or your notepad to be able to save, copy and paste important information to enquiry notes.
  • Use a note to copy the approved NCC greeting and have it close by “Thank you for calling the NDIA. This is speaking, how can I help you?”

NCC Service Officer call flow

Welcome person and introduce yourself

  • Answer the call with approved NCC greeting:

Thank you for calling the NDIS. This is speaking, how can I help you?

Use the person’s preferred communication method

Person with a disability need to be supported in all their dealings and contact with the NCC and the NDIA. This is essential so that person’s capacity to exercise choice and control is maximised in a way that is appropriate to their circumstances and cultural needs. It is important that NCC Service Officers communicate with the person in the way that they prefer. Refer to Assist person with their preferred communication method KA for more information.

Connect and Support

  • Build rapport using their first name.
  • Acknowledge their enquiry and concerns, use the following scripts where possible:
    • I hear your concern, now I can look into that for you.
    • What I will do is

Verify identity or confirm authority

  • Advise the person (prospective participant, participant, third party or provider):

Before we can proceed, I need to ask you a couple of questions as a privacy requirement.

  • Refer to Consent KA for work instructions around how to verify a person’s authority and complete a three (3) point security check with the caller to confirm they are the person with authority before disclosing personal information.

Identify and confirm person’s needs/enquiry

  • Use effective questioning, probing questions and active listening techniques.
  • Check recent enquiry notes.
  • Use NCC resources and PACE to investigate and carry out trouble-shooting and problem-solving processes.

Hold Protocols

Place a person on hold when you need to source information and instructions from your NCC resources, carry out a warm transfer or when you are doing actions on the PACE. You are to maintain a level of professionalism and show gratitude to the person for taking their time whilst you investigate and resolve their enquiry.

  • Ask the person’s permission for you to place them on hold, explain why and wait for the person to consent.
  • Set a realistic timeframe and provide this to the person, for example, 3-5 minutes which shows them you are committed to delivering the best service for them and also gives you time to source information and instructions.
  • Keep to the timeframe you have set and if you are going to take longer, go back to the person, give them an update and check that you still have their permission to be on hold.
  • Let the person know what you will be doing whilst they are on hold. You can also pre-position any prolonged silences if you think you do not need to use the hold feature.
  • Re-engage the person appropriately and thank them for holding and for their patience.

Provide Solution

  • Give the person options on how you can resolve or refer their enquiry for resolution and options on the level and type of service assistance that can choose from.
  • Check a person’s PACE record to see their streaming level (internal information only) and if Agency managed or self-managed and any information in PACE to base any service options on.
  • Present your solution in a clear and concise way.

Refer the enquiry for resolution

  • Use all available NCC resources to resolve the enquiry before making a referral.
  • Seek assistance from a Team Leader or a Floor Walker if you are unsure.
  • Refer the enquiry using the Priority Enquiry KA.

Call Summary

  • Document and record the enquiry using the enquiry notes template.
  • Summarise the information provided, and actions to be taken.
  • Ask the person if you have resolved their enquiry today?
  • Ask the person if they would like a receipt number for this call today?
  • Finish the conversation.

Wrap up

  • Offer to transfer to the survey.
  • Thank the person for calling the NDIA.

5.11 Terminating a call due to no response

When Service Officer’s answer a call and have been immediately placed on hold the caller should be given adequate time to join the call.

  • If the call is taken from the Escalation/Support Queue please wait 1 minute before terminating the call.
  • If the call is taken from any other line, please wait 30 seconds before terminating the call.

NCC enquirer types

5.12 Person enquiring, applying and transitioning

  • A prospective participant is a person who has made a valid access request and they are waiting to hear a decision on their application. They are a ‘prospective participant’ under the NDIS Act.

5.13 Participants

  • A participant is a person who has been given an Access Met decision. They become a participant under the NDIS Act. This includes children aged 0-6 years.

5.14 Providers wanting to register and registered

  • Individuals or organisations who want to register to become a registered NDIS provider.
  • NDIS registered providers who deliver a support or product to a participant of the NDIS.
  • Non-registered providers who provide supports to self-managed participants.

5.15 Third party individuals and organisations

  • An individual, service provider, group or organisation contacting the NCC who is not the NDIS record holder themselves are called third parties.
  • These callers must have the authority to enquire or act on behalf of a NDIS participant. It is extremely important information is not exchanged with a third party without the consent of the participant, nominee, child representative or legal guardian. You must confirm their authority and do the NCC 3 point security check with them using the Consent KA.

5.16 Offering service level choices

You are to make sure that wherever possible, you are giving callers the choices about the level and type of service assistance they can access when contacting the NCC. Your service level may range from assisting a person to do a Verbal Access Request to providing contact information about an NDIS local office. Person with disability make up your largest enquirer type. You have diverse and different enquirer groups.

  • Some participants are self-managing their plans, other participants have plan managers or have plans managed by the NDIA.

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  • Many registered providers are individuals as well as medium to large service organisations.
  • Assessing how much assistance a person may want from you, will include using:
    • Checking a person’s PACE record to see their streaming level (internal information only) and any information in enquiry notes, and
    • Effective questioning, for example:

I can you walk through your plan letter with you now over the phone, or alternatively I can direct you to useful explanations on our website so you can look over it at a later time?

Service delivery by the NCC is carried out using first call resolution and referral. The NCC does troubleshooting and problem-solving with the callers. A key NCC service is assisting people to do a Telephone Access Request (TAR) to apply for the NDIS.

5.17 Streaming level for NCC servicing (internal process)

NDIS participants entering the NDIS have diverse circumstances and different levels of need and knowledge as they enter the NDIS and use their supports and services. Streaming is an internal agency process (not for public knowledge), used by the NDIA to determine the pathway a person will follow for planning and the level of support they need with their plan. You use streaming level information for NCC disclose the streaming level service delivery but do not to the person.

There are five service streams: * General. * Supported. * Intensive. * Super Intensive. * Complex.

Checking a person’s streaming level in the NDIA Business System on the Participant Overview screen, gives you more information about person types and the possible level and type of assistance a person may need. This also provides you with details about whether the person has support to manage their plan from a Local Area Coordinator (LAC), early childhood partner, Support Coordinator or is Agency managed. You must always check a person’s streaming level before you do an enquiry referral to decide how or if the referral needs to be sent.

A person streamed as general or supported will most likely have support from a LAC to manage their plan. A person streamed as Intensive or Super Intensive may have a Support Coordinator or may be Agency managed through a planner at a NDIS region.

5.18 Communication preferences, language and relay call interpreters

You use the NCC Assist person with their preferred communication method KA to understand How to request, arrange and work with CALD language interpreters and the National Relay Service.

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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.

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Key call handling processes

Please note that the only approved transfer method used by the NCC is the announced warm transfer method as detailed out below. Unannounced cold transfers are not an approved transfer method and must not be used unless clearly detailed in approved instructions.

Use NCC PACE Enquiry Categorisation Guide to select and follow steps for the correct case categorisation when resolving or triaging an enquiry in PACE.

Warm transfer to NDIA staff and partners

  • Gather the following information from the person before doing the warm transfer:
    • Person’s first and last name.
    • Participant’s first and last name if different to caller.
    • Person’s phone number (including area code).
    • Participant’s NDIS number (if not available ask for full date of birth).
    • Provider’s registration number.
    • Reason for the person’s call.
  • Advise the person:
    • You will try to contact the appropriate NDIA area or staff person to further help with their enquiry.
    • If you are unable to contact the area, then you can take a message and send it to the area.
    • You will need to place them on hold whilst you try to make contact.

Calls including a third party

When a caller passes the phone to a third party or dials in a third party NCC must:

  • Complete VOI for the person giving consent as per the Consent KA.
  • Inform the third party that calls are recorded for quality and training purposes.

Handling a call that has dropped out or disconnected

Calls may drop out during a conversation, while attempting a transfer or while a caller has been placed on hold.

If the call is disconnected, The NCC Service Officers are required to make one call attempt to re-contact with the person.

NCC Service Officer will need to carry out the following:

  • Locate the person’s phone number from the NDIA Business System (PACE) or from another approved information source (Amazon Connect).
  • Call the person, if verification of identity (VOI) has been completed and the same person answers the phone, advise the caller that the call is being recorded.

Start Quote Icon Before we go into more detail can I please confirm your identity? I need to advise you that this call is being recorded for quality and coaching purposes, if you do not wish for the call to be recorded, please advise so now. End Quote Icon

  • Continue the conversation using the relevant NCC SOP, Inbound or outbound script or other NCC resource to continue the conversation.
  • If VOI has not been completed, call the person, carry out the VOI process and advise the caller that the call is being recorded.

Start Quote Icon Before we go into more detail can I please confirm your identity? I need to advise you that this call is being recorded for quality and coaching purposes, if you do not wish for the call to be recorded, please advise so now. End Quote Icon

  • Continue the call using the relevant NCC SOP, Inbound or Outbound script or other NCC resource to continue the conversation.
  • Record an Enquiry notes in the System and include notes covering:
    • Call dropped out, an outbound call was successful, VOI was established and add detailed actions/outcomes or;
    • Call dropped out, an outbound call was not successful, reason was no contact made or no confirmation of VOI and add detailed actions/outcomes if any.
  • For further guidance refer to Outbound Call Script Guidance KA.

If the disconnected call is an outbound call, then the call back attempt is counted as the first call attempt.

Person returning a call from NDIA

A person may contact the NCC as they have received a message or information by phone, email or SMS from the NDIA or as a result of NCC Outbound or Non-Telephony Processing work.

  • Follow standard inbound call sequence and instructions.
  • Check PACE enquiry notes for details of the original contact made and confirm these with the person.
  • Determine the person’s reason for contact and the enquiry type.
  • Resolve or refer as instructed in case notes.
  • Follow inbound scripts and instructions if able to resolve enquiry.

Repeat contact about an enquiry

A person may re-contact the NCC a number of times to follow-up a previously made enquiry that they say is unresolved. The person may be waiting for NDIA staff to contact them about a planning appointment date or an access application decision or related to another enquiry type.

  • Ask the person about their previous conversation, date, enquiry type and outcomes.
  • Check the person’s PACE record and case notes.
  • Advise person if you can see it is the same enquiry and there is a record of referral to Service Delivery or other service area:

Start Quote Icon | have checked our business system and can see you called on <date of person’s contact. Your enquiry was about <enquiry type. The actions that have been taken for your enquiry are <details of actions completed to date and any in progress. End Quote Icon

  • Check with the person if there is any new information or a change to their circumstances since they last called.
  • Advise (relevant if no new information or change to their circumstances) that someone from the relevant NDIA service area will be in contact with them.
  • Reassure the person the relevant NDIA service area has all their enquiry details for actioning.
  • Advise (relevant if new information or change to their circumstances) that you will send a new referral to the NDIA service area with this new information.
  • Update new information to existing referral if still open in PACE. If new information meets priority guidelines, refer to the NDIA service area detailing this information.
  • Refer to Persistent and Repeat Callers KA to understand how to identify a repeat caller and how to handle the call including knowing when to escalate to a Team Leader or appropriate area when applicable.

Managing my communication

Your attitude to a person and the way that you manage your communication has a direct impact on whether the person’s experience of your service delivery is a positive one or not. What you say and how you say it can affect a person’s sense of security and wellbeing.

Managing and adapting your communication for different situations is critical to:

  • Putting a person at ease.
  • Building trust with a person.
  • Efficiently resolving a person’s enquiry.
  • Giving a person confidence in the NCC, NDIS and NDIA.

It is important to continually ask yourself: How do I need to be in this conversation?

  • Focus on the person not the disability.
  • Be empathetic and respectful.
  • Never make assumptions.
  • Listen without judgement – be neutral, don’t form opinions or take sides.
  • Be understanding and responsive.
  • Use ‘person centred’ language and say person with disability not a disabled person.
  • Use positive respectful language. Avoid words like ‘suffer’ (implies negativity) and ‘special needs’ (labelling).
  • Use the person’s own language about their disability rather than medical or other language.

Managing your communication includes:

Using keywords

Listen and use the person’s keywords in conversations and in your questions:

  • Listen to the person’s enquiry.
  • Note down keywords.
  • Use these keywords in your questions.

Effective questioning

Using open and closed questions

Your first question to a person calling the NCC should always be the open question How can I help you?

Throughout the conversation you will need to use open and closed questions to expertly guide the enquirer through the call conversation. You will ask open questions to gather detailed additional information or closed questions to either confirm your understanding or request specific information.

Benefits of open questions:

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  • Connects NCC and the enquiries together for you to gather information.
  • Opportunity for person to give you a longer full answer and draw on their knowledge, opinions and feelings.
  • Gives you more information and time to understand and resolve the person’s enquiry.
  • Begin with what, why, how, when.

Examples: - Can you please tell me why you feel your plan doesn’t meet your needs? - What were you hoping to achieve from your planning meeting? - How would you like this issue to be resolved?

Benefits of closed questions:* Useful when you need a specific response or a simple

NCC PACE Knowledge Management Portal – Call Handling Basics KA

  • Can suggest alternative approaches or processes to the person for their agreement.
  • Gives you the opportunity to give the person a choice between options.

Examples:

  • Was your myPlace portal not letting you update your bank details? (Assumes that the enquirer has already tried to update the details themselves.)
  • Having such a personalised plan makes sure your plan is suited to you instead, which is so much easier don’t you think? (Adds an alternative approach using a personal tone.)
  • Shall we go ahead and look at the steps together for starting your access request? (More likely to get a positive response than

Avoiding jargon

Many of the technical terms used in the Agency are not part of wider Australian language. These words are called jargon and can be meaningless to others outside the Agency. It is best to avoid using them when communicating with external parties.

Examples:

  • Delegate
  • s48
  • VOI
  • CRM / PACE
  • Wrap code

10 Managing challenging conversations

The NCC Handling Challenging Calls KA describes how you can use the HEAT de-escalation model, situations and scenarios that may take place within challenging conversations with the persons. For each stage or scenario there is suggested communication and phrases for you to use and the benefits of these.

10.1 Request for your name and location

You are not obliged to provide your full name/last name:

  • Provide your first name and log on ID.
  • Explain the log on ID identifies you.
  • Do not provide last names or contact details of NCC staff, NDIS staff or partners.

Do not provide your office location:

  • Advise you are part of a NDIA National Contact Centre.
  • Advise you are located in Victoria.

10.2 Request to speak with team leader

If request is made at the start of the call:

  • Clarify the reason with the person, use open and clarifying questions.
  • Try to de-escalate the conversation.
  • Try to resolve the enquiry.

If the request to speak with your Team Leader is due to the conversation escalating:

  • Advise caller you will see if your Team Leader can take their call.
  • Ask if you can place the caller on hold whilst you see if your Team Leader is available.
  • Contact your team Leader by MS Teams or face to face.
  • Locate another Team Leader if your own Team Leader is not available.
  • Advise the Team Leader about the call.

Confirm the Team Leader can take the call and provide them with the following information:

  • Person’s record number if available.
  • Person’s name.
  • Person’s enquiry and/or concerns.
  • Your actions to resolve.
  • Reason why the conversation has escalated.
  • Advise person:

Start Quote Icon Thank you <use person’s name> for waiting. I now have a Team Leader on the line and their name is <Team Leader’s first name only>. I will transfer your enquiry to them now, I will need to place you on hold for about . Thank you. End Quote Icon

  • Transfer the call to Team Leader.

10.3 Request for call recording

  • Advise the person that a Freedom of Information (FOI) request to the NDIA is required.
  • Provide person with information using instructions in under the Freedom of Information request process section of the NCC Service Officer Guidance page.

11 Enquiry resolution and referral

11.1 First contact resolution

This is your delivery of a complete service to the person where you handle and resolve their enquiry with no referral made. You are to resolve all enquiries that are in scope for the NCC. This means all enquiries that are within the full capacity and full responsibility of the NCC.

11.2 Enquiry referrals

Your NCC resources clearly instruct you when you are required to refer a person’s enquiry to another NDIS business area (Service Delivery and Region, National or other). Requirement for an enquiry referral can be due to the urgency of the enquiry and/or the NCC not having Agency authorisation to resolve the enquiry.

There are NCC Standard Operating Procedures and other instructional resources for all known enquiry types.

There are two enquiry referral types - warm transfer and email.

Warm transfer by phone (internal)

  • Local Area Coordinators (LACs)
  • Internal phone advice services and helpdesks
  • For instructions go to Handling Challenging Calls KA

Warm transfer by phone (external)

  • National Safeguards and Quality Commission

Email referral using email templates:

  • PACE email referral
  • Email referral using Outlook

Enquiry referral types include by:

  • Email or within PACE
  • Phone warm transfer to Local Area Coordinators (LACs)

11.3 Priority enquiry Tier 2, 3 and 4

Priority enquiry referrals include Business As Usual (BAU) Tier 2 and Tier 3 levels of enquiries that are urgent and is used when the enquiry type is urgent and there is a risk as outlined in the NCC PACE Enquiry Categorisation Guide.

During the Covid-19 pandemic there are instructions located on the KNOWA 2.0 - NCC Knowledge Management Portal for Tier 2 and Tier 3 Covid-19 pandemic enquiries and for Tier 4 specific scenarios related to the pandemic.

12 Further information

12.1 Please refer to:

  • Consent Phone Enquiry KA
  • Handling Challenging Calls KA
  • General Enquiries KA
  • NCC PACE Enquiry Categorisation Guide
  • NCC PACE SYSTEM GUIDANCE
  • Actioning Enquiries about NDIS SMS in PACE KA

13 Enquiry note template

13.1 General Enquiry

  • Date of enquiry: DD/MM/YYYY
  • Person 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

14 Document owner and approver

Director, Support and Communications, Contact Centre Branch

Document owner and approver – 26 Page 111 of 133

15 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.

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