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NCC Service Officer Guidance NCC PACE Knowledge Management Portal
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Table of Contents
1 Service Officer Guidance ………………………………………………………………………………………. 4 1.1 My role ……………………………………………………………………………………………………………….. 5 1.2 My skills ……………………………………………………………………………………………………………… 5 1.3 My service commitment ………………………………………………………………………………………… 6 1.4 My feedback ……………………………………………………………………………………………………….. 6 1.5 My ideas for improvements …………………………………………………………………………………… 6 1.6 How I keep updated ……………………………………………………………………………………………… 6 1.6.1 Other NDIA pages …………………………………………………………………………………………………………. 7 1.7 How to create an enquiry case not linked to a person or provider account ………………… 15 1.8 People with disability ………………………………………………………………………………………….. 16 1.9 Diversity and Inclusion ………………………………………………………………………………………… 16 1.10 There are a number of enquiry types that are in scope for NCC service delivery that relate to Agency activities, programs and approved communication channels and include. …… 19
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1 Service Officer Guidance
The NCC Service Officer Guidance page provides information for:
e Operational procedures, and
e Knowledge articles for system and processing of enquiries for NCC Service Officers.
NCC Service Officer Operational Procedures
Select a heading from the below list to expand and view the content.
Document Purpose
The National Disability Insurance Agency (NDIA) National Contact Centre (NCC) Service Officer (SO) Guidance page provides you with important information and instructions to deliver the NDIA NCC Contact Services. The page has been developed by the NDIA Contact Centre Branch (CC Branch) with contributions and feedback from NCC staff.
The page is for NCC Inbound Telephony, Webchat, Email Enquiries, Non-Telephony
Processing and Outbound Call Campaigns.
Quick Guide to NCC Resources and Relevant Knowledge Articles
People who speak an Indigenous language or a community language (CALD)
People who are deaf, hard of hearing and or have a
hearing or speech impairment Call Handling Basics
NCC Customer Types Managing my communication
Enquiry Resolution and Referral Professional and Plain English writing
Managing challenging verbal conversations and written contacts
Enquiry Referrals
Priority Enquiry Tier 2,3 and 4 Using approved NCC instructions and resources Handling General Enquiries
Protecting people’s privacy POl
About the NCC NDIA National Contact Centre
Assist person with their preferred communication method KA
Call Handling Basics KA
Professional Writing Email Enquiry KA
Handling Challenging Calls KA
External Referral Points for Enquiries QRG
NCC PACE Enquiry Categorisation Guide
NCC PARTICIPANT ENQUIRIES How to navigate KNOWA 2.0 KA
General Enquiries KA Privacy Phone Enquiry KA
Consent Phone Enquiry KA
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The current service provider for the NDIA NCC is Serco Citizen Services commencing on the 12 June 2018. The previous NCC service provider was the Commonwealth Department of Human Services.
NCC phone number and operating hours
The NDIA National Contact Centre phone number is 1800 800 110. The National Contact Centre is open from 8am to 8pm, Monday to Friday, (in a person’s state or territory).
NCC Knowledge Management System ‘KNOWA’
The KNOWA 2.0 - NCC Knowledge Management Portal (NCC Knowa) has all of the Agency approved enquiry handling instructions, information and tools that must be used by all NCC staff. The NDIA Service Support Team in the NDIA Contact Centre Branch manage and maintain NCC Knowa.
About the NCC Service Officer role
1.1 My role
Your important role is to deliver personalised and high quality contact centre services about the NDIS for people with a disability, their families, carers and representatives, this also includes service providers and organisations.
You contribute to improved outcomes for people with a disability by: Assisting people build their knowledge and skills and exercise their choice and control Providing positive support to people who apply to become a NDIS participant Connecting people with service providers, partners and community information Assisting individuals and organisations to register as a NDIS provider Helping build people’s confidence in the NCC, NDIS and NDIA.
Your customers are at very centre of everything you do: You are often a person’s first point of contact about the NDIS and NDIA. People are often having their very first conversation about the NDIS and their needs with you. You protect and respect people’s privacy. You professionally deliver first contact resolution of people’s enquiries delivering a complete quality service. You process referrals to appropriate NDIA business areas for resolution as instructed. You handle priority enquiries and situations and escalate these as required.
1.2 My skills
Your skills are used to deliver quality person-centred NCC services to achieve: Positive and respectful contact experiences with people Clear understanding of diverse customer needs and enquiry types Efficient information gathering and provision Positive support and assistance for completion of NDIA business processes Effective trouble-shooting and problem solving Good understanding and knowledge of other NDIA service areas for enquiry referrals Accurate documentation and recording.
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1.3 My service commitment
Your service commitment is based on the NDIA Service Charter. Your customers, your colleagues and the NDIA expects these service standards from you:
I provide people with disability, their families and carers access to personalised, high quality and innovative contact centre services: I welcome, respect and include diverse cultures, perspectives and life experiences as I deliver our service I respect and protect the privacy and dignity of people with disability I give people choices about how they want to communicate with me and ensure accessibility I give people choices about how much support and assistance they want from me I communicate with people with empathy and understanding I respond to initial reports of urgent and critical enquiry types and escalate as instructed I accurately record information and outcomes in business system interactions as required.
1.4 My feedback
Your feedback about the way that the NCC delivers NDIA customer services is highly valued.
Your feedback is used for the continuous improvement of NCC resources, services and systems all aimed at the delivery of quality NCC services for our customers.
You can contribute your feedback by email to your NCC team leader and provide as much detail and factual information as possible in a balanced and constructive way. This means your team leader can investigate, act and let you know the outcome.
1.5 My ideas for improvements
Your ideas and suggestions to improve NCC service delivery are strongly welcomed. You are at the frontline delivering NCC customer services and you have valuable experience and expertise to contribute.
The CC Branch Improvement Team work with the NCC and NDIA areas to implement service improvements to meet the needs of our customers.
You can contribute your innovative ideas and suggestions by sharing these with your team and team leader.
1.6 How I keep updated
Keeping updated and informed about the NDIS and the NDIA is essential. As the NDIS is implemented, improvements are being made to the Scheme for participants, providers and partners. This means there are new and changed policies, processes and operating procedures.
You keep updated by checking and reading information accessed from the KNOWA 2.0 - NCC Knowledge Management Portal: New or updated communiques, knowledge articles, tools and other resources. Scheduled changes to opening hours.
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Service or system issues or disruptions. Internal update communiques and scripts categorised into relevant headings.
1.6.1 Other NDIA pages NDIA ICT Services – about outages, service disruptions and known issues NDIA Huddle Messages – NDIA business area information not for distribution outside of the Agency. NDIS website
Using the NDIA Business System (PACE) PACE, based on Salesforce CRM, is built by the NDIA, for the NDIS. This means we can make sure it works for our people.
PACE, over time, will replace the existing SAP CRM business system and become the core business system for our people to support people with disability, their families, and carers.
The NDIA Business System PACE is a electronic database sometimes also referred to as the ‘staff portal’. The PACE is used by the NCC, NDIA staff and partners to create, manage and maintain records of new prospective participants, defined participants, non-defined participants, prospective participants, authorised representatives, providers and people contacting the NDIA and NDIS Partners regarding the early childhood approach and Information Linkages and Capacity Building (ILC) and other key external stakeholders.
These records are referred to as customer records in the system and consist of person records (i.e. participants and contacts of participants) and organisation records (i.e. registered service providers).
Correctly searching the system is key to making sure the correct record is retrieved when completing all tasks and also reduces the likelihood of duplicate records. Creating and maintaining high quality accurate records is an essential role of the Agency and the NCC to achieve a nationally consistent approach to service. Records in PACE provide seamless customer service to our customers and demonstrates compliance with expected quality and privacy standards.
Logging in and out of PACE
To log on double-click the NDIS Logon shortcut on your desktop. To close your session, select the personalise icon on screen and sign out.
PACE How To Guides
Resources on NCC PACE SYSTEM GUIDANCE helps NCC CSO with selected tasks on how to effectively navigate, identify and help complete general tasks in the PACE system.
Enquiry Resolution and Referral 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.
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 Knowledge Articles (KA’s) and other instructional resources for all known enquiry types.
There are two enquiry referral types - warm transfer and email.
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Helping participant find a Provider The NCC is not to recommend providers. The NCC is to continue to refer them to the Provider Finder tool an if further assistance is required the person can be referred to their local partner in the community. To refer to their local partner in the community refer to Applying for the NDIS with Partners in the Community Phone Enquiry Knowledge Article
Warm transfer by phone (internal) Local Area Coordinators (LACs) Internal phone advice services and helpdesks For instructions go to Call Handling Basics KA
Warm transfer by phone (external) National Safeguards and Quality Commission
Email referral using email templates: CRM email referral Email referral using Outlook
Enquiry assignment types include by: Email or within PACE Phone warm transfer to Local Area Coordinators (LACs)
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 Priority Enquiry KA
Using approved NCC instructions and resources
You only use NDIA NCC and other Agency approved resources and information sources to deliver NCC services. No other source of information is to be used. Use of non-approved resources and information can result in inaccurate and/or insufficient information being given to a person with negative impacts on the person and damage to the agency’s reputation.
NDIA staff and partners have their own business instructions and resources across the pathways for participants and providers.
NCC KNOWA - Knowledge Management System
The approved source of your NCC approved instructions and resources is the KNOWA 2.0 - NCC Knowledge Management Portal
Quality enquiry notes
You create enquiry notes in many areas of the PACE Business System. Enquiry notes are file notes or case notes containing relevant and additional information to a customer.
All enquiry notes recorded must be factual. As for all information in the Agency, enquiry notes are subject to Freedom of Information (FOI) and so it is important to not record information using an emotive or subjective approach.
You are to create and maintain timely, high quality and accurate enquiry notes using NCC enquiry note templates. The templates are based on key Agency business processes and NCC enquiry types and also have been developed based on feedback from NCC SOs.
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When a PACE record is accessed and information is provided by a customer then an enquiry note must be documented. When recorded correctly and consistently, enquiry notes allow the NCC and the Agency to easily search for and retrieve information.
Note: When you speak with a child representative or nominee, you must ensure you place enquiry notes on the caller and the participants record.
Managing business system records
You are to professionally manage people’s information on the system: e Make sure personal information is correctly recorded e Keep to the facts e Don’t state your opinions in a participant’s enquiry note records
e When linking individuals as contacts in PACE, ensure you are linking the up-to-date and correct contact
e Store all personal information for participants on PACE.
e Only use, receive or send personal information on a strict need-to-know basis.
NCC Channels and Work Types
People can make enquiries to the NDIA about the NDIS through a number of different communication channels designed to meet their needs. The NCC operates work types or programs for the channels that fall within NCC responsibility. NCC work types include:
Inbound Telephony:
e First contact resolution or referral of enquiries through the NCC 1800 800 110 phone number.
Non-Telephony processing work NCC delivers support to providers through the NCC Provider Support Team:
e Progressing provider registrations for delegate decisions e Resolving in scope provider enquiries
Management of the following email inboxes and responding to enquiries that the NCC are responsible for (in scope) and referring enquiries outside of NCC responsibility (out of scope) to correct business areas, partners and others.
e NCC Email Enquiries Inbox
e Provider Payments Inbox
e Feedback and Complaints Inbox Webchat
The NCC delivers first contact resolution or referral of enquiries from the NDIA Webchat online ‘live’ chat platform. Webchat is available at the same opening times of the NCC. CSO’s use approved scripted responses (also called canned responses), and free text to ensure communication is person centred. NCC can assist participants with their personal circumstances once they have verified the person’s identity using the standard operating procedures.
Important e Webchat is available on the main NDIS website, Contact | NDIS and the NDIS micro site, NDIS Improvements. Both websites are powered by the same platform, Amazon, therefore you won’t see a difference when receiving webchat enquiries. The NCC are to evaluate the enquiry and refer to information contained in the websites when responding.
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e An enquirer can save a copy of their transcript at the end of the chat. So, it is important the information provided is accurate and displays the above communication skills and standard.
e The NDIA is likely to be bound by the information provided to participants and other customers by the NCC, so the availability of this information in writing via the chat transcript option makes it easier for customers to have a complete record of the conversation.
Outbound Call Campaigns
The CC Branch works with NDIA business areas to identify new work for NCC service delivery. This involves the NCC making outgoing or outbound calls to targeted groups for the following purposes:
e Satisfaction and usage surveys e Follow-up contact due to Scheme or service provider changes e Onboarding of new providers
e Progression of work for next stage responses
NCC Telephony System Telephony queue and Interactive Voice Response (IVR)
When a person contacts the NCC 1800 800 110 phone number, they will receive an automated welcome message and are offered five enquiry type options for selection:
e Option 1 for information about joining the NDIS
e Option 2 for information about using a plan, updating info or using self service e Option 3 for information about housing or home modification
e Option 4 for changing or having a plan reassessed
e Option 5 if you are the NDIA Provider
When the caller selects one of the five options above, they enter a telephony queue and receive pre-recorded privacy statement which advises that this call may be recorded and listened to for quality and coaching purposes. The message also advises the estimated wait time.
If you require further information about this pre-recorded statement, please speak to your team leader.
Scheduled changes to operating hours
Scheduled changes to NCC opening hours take place when there are national public holidays and state and territory based public holidays. People are not able to contact the NCC on national public holidays. People are not able to contact the NCC when they reside in a state or territory where there is a public holiday. The Agency reduces its regular operations from Christmas Day with normal business resuming on the first working day after New Year’s Day. The time between these two dates is known as the Reduced Activity Period (RAP).
You can find information about scheduled changes to opening hours on the BULLETIN NOTICE BOARD NCC KNOWA 2.0 page. Notices will also refer you to information to communicate to customers if needed.
After hours message service
If a person contacts the NCC before 8:00am and after 8:00pm (local time), they will receive the following message:
Thank you for calling the National Disability Insurance Agency. Our office is currently closed. Our Contact Centre hours are 8:00am to 8:00pm, Monday to Friday excluding Public Holidays. You can visit our website at ndis.gov.au. If you require emergency assistance outside of these hours, please call either 000 for emergency services or Lifeline on 13 11 14.
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Service issues or disruptions
The NDIA CC Branch and the NCC service provider monitors and acts on reports of possible or actual disruptions, outages to the telephony services and/ or business systems. You can find information about any service issues or disruptions on the BULLETIN NOTICE BOARD NCC KNOWA 2.0 page. Notices will refer you to information to communicate to customers if needed.
Reporting telephony and system problems You are responsible for quickly reporting any issues or problems with the NCC telephony system and NDIA business systems. This includes feedback from customers. Your timely reporting means an investigation can be made as soon as possible and we can minimise any impacts on our customers and CSOs. Systems include the: NDIA Business System (PACE) NDIS website NDIA intranet Participant and Provider portals Outlook and; any other internal NCC systems.
You are to report problems to your team leader who will advise you if this is a known or unknown problem. You are not to initiate or use any unapproved workaround processes including phone-calls, emails or MS Teams messages to NDIA staff and partners.
An Agency approved workaround to your current call handling instructions may be put in place and will be communicated by your Team Leader and by a notice on the NCC Knowa Home page.
NDIA Contact Centre Branch The NDIA Contact Centre (CC) Branch is the business owner of both the NCC service and the NCC service contract. Serco Citizen Services is the current service provider delivering NDIS NCC services. The CM Branch sits in the NDIA Partner and Contact Centre Division.
CC Branch staff are located in the NDIA National Office in Geelong, Victoria, in other NDIA offices and at the two NCC service centres in Newborough and Dandenong, Victoria. The NDIA CM Quality Assurance Team has an NDIA Quality Assessor at both sites and plays a role to validate the quality of NCC service delivery.
The CC Branch Service Support Team produces enquiry instructions and resources and works with NCC staff and NDIA business areas to make sure these are accurate and accessible.
Quality Assurance Quality in the NDIA means the Agency meets service commitments to participants through legislative correctness, process compliance and delivery of services at expected standards.
The NDIS Contact Centre Quality Monitoring Framework (QMF) was launched in July 2021. The Framework defines specific sets of requirements that describe what a quality contact experience is, for a person making an enquiry to the NCC by phone or email. The CC Branch’s Quality and Continuous Improvement Team are located at NCC service sites and work closely with NCC Quality Managers and NCC staff. Further information about the QMF is available on the NCC Quality and Continuous Improvement Team intranet page.
The QMF supports the NDIA strategic aspirations in the corporate plan. We put people with disability, their families and carers at the heart of everything we do. For NCC service delivery this means achieving improved outcomes for participants; high-quality interactions and experiences with the NCC; and first contact resolution wherever possible. For the Agency, this also means creating plans at scale and improved participant pathway experiences.
The quality of NCC service delivery is regularly checked and assessed to make sure required quality standards in the Framework are being met. CC Branch Quality Assessors, assess whether the interaction with the person was actioned in line with Agency approved resources
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and instructions and is supported by evidence. All assessments need to fairly and accurately represent NCC staff service delivery and customer outcomes.
A range of assessment methods and evaluation tools, based on the Framework, are used including recorded inbound telephony recording (call recording), post-call customer focused surveys and evaluation scorecards. NCC team leaders coach staff when needed and provide factual, meaningful, constructive and timely feedback to NCC staff.
The CC Quality Assurance Team manages the CC Branch feedback program about NCC service delivery. The Agency’s Service Delivery, partner and business areas provide feedback to the Branch usually by email to the Branch’s shared mailbox. The feedback is investigated, acted upon and outcomes are reported both to the sender and to the NCC. The types of feedback received include: Missing or incomplete details in PACE Missing or incorrect details within referrals Incorrectly sent referrals to the wrong destinations Unnecessary referrals and / or out of scope referrals for service delivery and business area Written and verbal commentary not in line with NDIA values and behaviours.
My Relationship with NDIA staff and partners The NCC is a NDIA front line customer service and delivers services using approved Agency business processes and instructions. Some NDIA staff based at NDIS offices and in NDIA business areas can also provide a front line customer service to people within their roles and responsibilities.
One NDIA is an Agency way of working and operating. One NDIA means CSOs, NDIA staff and partners carry out their responsibilities in a way that make sure a person’s experience of the NDIS, across the whole pathway, is streamlined, consistent, meets their needs and is a quality experience.
For some enquiries, you will commence a business process with a customer and then are required to refer the person’s enquiry to a NDIA staff member or partner for resolution.
Your relationship with NDIA staff and partners and their relationship with you is professional, respectful and understanding of responsibility boundaries.
Approved communication channels Under no circumstances can either CSOs, or NDIA staff and partners (including planners), provide full names, email addresses or contact numbers of each other to customers When actioning enquiry referrals to NDIA staff and partners, you are to only use the approved communication channels using NCC Knowa Knowledgement Management System. You are not to use any unapproved communication channels to directly communicate with NDIA staff and partners. This includes MS Teams messaging or email communications. The exception use of MS Teams for internal NCC communications as approved by your Team Leader NDIA staff and partners are also only to use approved communication channels. They cannot directly MS teams message or email NCC CSOs. The process for NDIA staff and partners to give feedback or make enquiries about the NCC appears on the NDIA CC Branch how to give feedback intranet page.
Work Instruction: If you receive a direct MS Teams message or email from an NDIA staff member or a partner Do Not reply Tell your Team Leader and give them the details of the staff member contacting you
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Team Leader replies to the person using the following script:
Start Quote Icon Hi ,<sender’s name>, I am < your name> Team Leader at the NDIA National Contact Centre. You contacted CSO < CSO name> by < MS Teams or email>. Direct contact with NCC staff using MS Teams or email is not an approved communication process. NDIA staff or partners and the NCC are to follow the feedback process on the NDIA Contact Centre Branch how to give feedback intranet page and email the ndiscallcentre@ndis.gov.au mailbox. A staff member from the Branch will be in contact with you. Thank you End Quote Icon
My NDIA values and representing the NDIA Serco Citizen Services is a partner of the NDIA and as an employee of Serco Citizen Services you represent the NDIA. This means living the NDIA values and upholding the Australian Public Service Values and Code of Conduct.
My NDIA values guide our day-to-day actions, attitudes, communication, behaviours, decisions and our capabilities for the successfully delivery of NCC services and the NDIS. Living our values will give each other and our customer’s confidence in our NCC service work, in the NDIS and the NDIA.
Your four NDIA values have been developed by staff and partners and are: We grow together – we work together to deliver quality outcomes We value people – we put participants at the heart of everything we do We aim higher – we are resilient and always have the courage to do better We take care - we own what we do and we do the right thing
Your everyday living of the NDIA values includes your workplace behaviours. The NDIA Value Behaviours (PDF) supports you to do this.
NCC Service Enquiry Types You handle a very wide range of inbound telephony enquiries that cover both the entire NDIS participant pathway and the provider pathway. You also handle general enquiries about the activities and operations of the NDIA. The range of enquiry types fall into the following categories:
Protecting people’s privacy and maintaining business information Verifying identity, checking authority and consents Updating people’s records and communication choices.
Understanding the NDIS What is the NDIS How the NDIS works The NDIS rollout Supports funded by the NDIS About guardians and nominees Support services in the community and for families and carers How the early childhood approach works How to contact and engage with the NDIA and partners.
Applying for the NDIS What are the eligibility and access requirements How to make an access request and how access decisions are made
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How to get assistance to complete a Verbal Access Request How to request a review of an unsuccessful access decision.
Being an NDIS Participant How the planning process works How to create and use participant plans How plans are approved Compensation and plans Creating service bookings Submitting payment requests (self-managed participants) How to request a review of a reviewable decision Reviewing plans and goals Working with providers Finding, keeping and changing jobs Housing and the NDIS Assistive Technology and Home Modifications Home, equipment and supports myGov Participant Portal support.
Being an NDIS Provider Provider role and registration Price guides and information Quality and Safeguards Provider Toolkit
Feedback, complaints and privacy How to give feedback or make a complaint What are the NDIA’s privacy obligations? Freedom of Information (FOI) requests Reporting privacy matter concerns
Fraud prevention and control What is fraud? How to report suspected fraud
Other enquiry service areas Finding out about NDIA events, news and media releases Providing information about the NDIA Agency: governance and service charter Linking people to resources, publications and translated materials Grant opportunities Information, Linkages and Capacity Building (ILC)
Call Handling Basics Please refer to Call Handling Basics KA to help you to:
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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.
and provide detailed information around: NCC Customer Types Managing my communication Enquiry Resolution and Referral My Customers and My Communication
Caller requests a receipt number but does not have a person or provider account Enquiry cases can be created in situations where there is no PACE account, and the caller requests a case number for future reference. These enquiry cases are not linked to person or provider accounts. Create the enquiry case only if the caller requests a case number for the call.
1.7 How to create an enquiry case not linked to a person or provider account
Select cases from the drop-down list.
Figure 1 Screenshot of cases selected.
Select New to create a new Enquiry Case.
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The New case screen will display. The remaining steps are the same as indicated in Enquiry Cases and Log Activity in PACE KA.
Figure 2 Screenshot of cases tab with the new button selected.
For further information on how to create an enquiry case, please refer to Enquiry Cases and Log Activity in PACE KA.
My Customers and My Communication
1.8 People with disability
Representing the NDIA, you have a positive contemporary attitude to people with a disability. Your thinking and views of disability are based on the social model of disability and human rights model of disability. The social model says that by dismantling physical and attitudinal barriers, we can ensure people with disability are included in the community as active citizens and are able to effectively exercise their rights. The human rights model of disability upholds the human rights of people with disability. It accepts and progresses the social model and underpins the NDIA.
There are around 4.3 million Australians who have a disability.
Disability types include: Intellectual Physical Sensory Cognitive Psychosocial
A person does not have to be an NDIS participant to receive support from the NDIS. The NDIS will connect people with disability, their families and carers, including people who are not NDIS participants, to disability and mainstream supports in their community.
1.9 Diversity and Inclusion
You deliver NCC services that meet the needs of our diverse customers. Your service is inclusive and all of your customers feel valued, respected and have equal access and opportunity to NCC and NDIA services.
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Diversity includes the common and different identities, characteristics, beliefs, backgrounds, relationships and demographics of people and include: Disability Aboriginal and Torres Strait Islander Lesbian, gay, bisexual, transgender and intersex (LGBTI) Cultural, ethnic, religious and linguistic All ages Gender Caring responsibilities Educational levels Life and work experience Socio-economic background.
Professional and Plain English Writing When you are responding to written communication from customers contacting the Agency through emails or Webchat, you need to respond accurately, professionally, consistently and in a way that is easy to understand for the person. Consistent messaging showcases NDIA values and maintains the Agency’s and the NCC’s standard of service and reputation.
You can find information, examples and instructions in the NCC Professional Writing Email Enquiry KA.
It is important to use consistent professional language, written format and layout when responding to enquiries in writing. You use Email Response Templates for the work type you are doing e.g. email enquiries or Webchat.
Email responses communication Showing understanding, empathy and respect in written responses is required to effectively manage challenging email contacts. This communicates to the person that the NDIA cares and the Agency is trying hard to resolve the person’s enquiry in a timely manner. Generic responses that can appear like an automatic acknowledgement can further escalate a person’s concerns and lead to more email communication or a request to lodge a complaint.
Webchat communication Communicating professionally is very important for live chat. It is the content of your responses that ultimately leads to the resolution of any issues. The current phase of Webchat (phase 2) allows the NCC to add free text to existing approved canned response. You can edit and change wording from the canned response apart from adding the name of the enquirer. You can make your communication more person centred and edit and change wording from the canned response to make the response more personable and customer focussed. You use Amazon Connect Webchat Guidance KA to plan and manage your communication.
Outbound Call Campaigns communication Often you may be calling customers about matters that might be significantly impacting on them in challenging ways. A section called ‘Communication’ always appears on NCC Outbound Scripts and provides you with specific information about what the person may be experiencing and why and also guidance on how to deliver your communication.
Using approved NCC instructions and resources You only use NDIA NCC and other Agency approved resources and information sources to deliver NCC services. No other source of information is to be used. Use of non-approved resources and information can result in inaccurate and/or insufficient information being given to a person with negative impacts on the person and damage to the agency’s reputation.
NDIA staff and partners have their own business instructions and resources across the pathways for participants and providers.
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NCC KNOWA - Knowledge Management System
The approved source of your NCC approved instructions and resources is the KNOWA 2.0 - NCC Knowledge Management Portal.
Guide and descriptions of NCC resources This table lists your main approved resources with a brief description and their purpose.
NCC Customer Introduction to the NCC, the role and services of a NCC CSO, how to Service Officer Staff engage, communicate and manage conversations and contacts, call
Manual handling basics and corporate enquiries.
BULLETIN NOTICE Regular and urgent notices about operational matters and new or BOARD NCC changed instructions and resources.
KNOWA 2.0
PACE Salesforce PACE, based on Salesforce CRM, is being built by the NDIA, for the Business System NDIS. PACE is only available for our participants and providers located in Tasmania until it’s nationwide release in mid 2023.
PACE, over time, will replace the existing SAP CRM business system and become the core business system for our people to support people with disability, their families, and carers.
Please refer to information contained on the NDIS website - How we’re
improving and Frequently asked questions for providers in Tasmania | NDIS
KNOWA 2.0 - NCC This portal provides the information that you need when fielding enquiries Knowledge and working in the new PACE business system.
g . . Management Portal Agency business process or processes used to deliver the NDIS across
the participant and provider pathway. Includes: e NCC roles and responsibilities ¢ Overview information
e Work Instructions: step by step instructions to resolve or refer an enquiry and complete a business process with the person and within the NDIA Business System
e Scripted words are highlighted and must be read out with no
variation NCC PACE e Instructional guides on specific processes and use of NCC SYSTEM resources and business systems GUIDANCE Email Response ¢ Templates to be used to resolve and refer enquiries coming Templates through the enquiries mailbox, complaints and feedback mailbox
also requests for Printed material requests, Provider support, Urgent AT repair requests and other.
Scripts Inbound Scripts
Conmruniauce nd Provide the NCC with the knowledge and capacity to effectively
(internal) resolve inbound telephony enquiries about the NDIS and a wide range of Agency programs and activities.
NCC Knowa Home og. .
page ~ Key communication messages are provided to ensure accurate
and consistent messaging. References are given to existing
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Agency and NCC resources, including the NDIS website, for enquiry resolution and also to assist customers who choose to locate information themselves. Information may appear in a ‘Frequently Asked Questions’ format where there is anticipation of many enquiries or for topics that are more complex. Script topics for the NCC can include:
New initiatives, programs and events
Reviews, consultations, surveys and policy changes Scheme implementation
Provider and partner updates
e The CM SS teamwork with NDIA Business owner areas to develop and produce scripts.
e Some call handling instructions may be temporary. Others will become ongoing and will appear into your NCC resources.
e Communicate and introduce NCC service delivery, system enhancement and functionality changes that are often require rapid implementation. Detailed information and instructions are provided to the NCC. Ongoing operational information will be transferred into your NCC resources.
Monthly release Summary report published every four weeks about new and updated notes of the resources and instructions.
updated NCC resources BULLETIN NOTICE BOARD NCC KNOWA 2.0
NCC Knowa Home Recently Updated Pages
page
Operational NDIA’s operational guidelines and information to deliver the NDIS.
Guidelines Based on the National Disability Insurance Scheme Act 2013 (external) (External website) and relevant Rules (external) (External website) made under the NDIS Act.
NDIS Website Information about the scheme for the public and for use to resolve enquiries.
Handling General Enquiries
1.10 There are a number of enquiry types that are in scope for NCC service delivery that relate to Agency activities, programs and approved communication channels and include.
e Please refer to General Enquiries KA which help you: o Understand what the ‘Other’ /’General’ Enquiry Categorisation Type is in PACE
o Handle a general enquiry where the participant or provider record is not accessed
o Create an enquiry note for Other/General Enquiries in PACE
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NCC PACE Enquiry Categorisation Guide helps you to select and follow steps for the correct case categorisation when resolving or triaging an enquiry in PACE.
Freedom of Information request process The Freedom of Information Act 1982 (Cth) (FOI Act) gives people the right to access copies of documents the NDIA hold. The NDIA can refuse access to some documents, or parts of documents, that are considered exempt under the FOI Act. When a person calls the NCC and asks for information about FOI and how to make a FOI request:
o Provide the person with details of how they can access information on the NDIA Freedom of Information page on the NDIS website.
o Advise the person that an FOI request must: be in writing
state that the request is an application for the purposes of the FOI Act
include as much information as possible about the document (s) being requested
include an email or postal address for reply
o Advise an FOI request or an enquiry about whether the information sought can be provided outside the FOI Act, can be emailed to foi@ndis.gov.au or sent via post to:
The Freedom of Information Section
Parliamentary, Ministerial and FOI Branch
National Disability Insurance Agency
GPO Box 700
Canberra ACT 2601
o Advise the person can access the myplace portal if they just want to validate information that the NDIA holds about them.
NCC Service Officer Guidance - Knowledge Articles
Page:Call Handling Basics KA Page:Communicating with and about people with disabilities KA Page:Disability Awareness and Language QRG Page:External Referral Points for Enquiries QRG Page:General Enquiries KA Page:Handling Challenging Calls KA Page:How to navigate KNOWA 2.0 KA Page:Legislation Enquiry Knowledge Article Page:Order NDIS Printed Publications KA Page:Outbound Call Script Guidance KA Page:PACE Terminology Definitions KA
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Page:Professional Writing Email Enquiry KA
KNOWA 2.0 Home page
Use this link to navigate back to KNOWA 2.0 home page. S47E (d) - Certain Operations of agencies KNOWA 2.0 Home page
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Service Officer Guidance – 21 Page 133 of 133