Priority Enquiry Escalation Contacts Team Leader QRG

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FOI 24/25-1367 - DISCLOSURE LOG

DOCUMENT 14

Priority Enquiry Escalation Contacts Team Leader QRG

May 02, 2025 02:09

General

Overview
Further information

Procedure

Priority enquiry escalation contacts
Handling priority enquiry escalation
Early Childhood escalation contacts

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State-based escalation contacts
Security contacts for team leaders only
After Hours Crisis Referral Service - AHCRS

Use this link to navigate back to KNOWA 2.0 home page.

https://confluence.apps.ndis.gov.au/display/NPKMPKNOWA 2.0 Home page

Search here to find NCC knowledge articles and guidance. Search

IMPORTANT This QRG and the contact details listed are strictly for the NCC Team leaders and for internal use only.

To be used by NCC and actioned by NCC Team Leaders.

This article helps you to:

Understand the steps for a NCC Team Leader where escalation is required for a priority enquiry.

Recent Updates

Date	Update Details
02/05/2025	Added link to the NCC Escalations Queue Knowledge Article in the Further information section.
24/04/2025	Updated two existing National Early Childhood Branch escalation contacts to two new contact names and details.
23/04/2025	Removed duplicate information, updated email template signature.

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Overview

The Priority enquiry escalation contacts resource provides referral points used for escalations. A referral point can include an email address, phone number, website or person, depending on the type of referral required.

Priority enquiry escalation contacts

For any urgent concerns with the below referral points, please refer to your Operations Leader OR email your enquiry to pe redacted: s47E(d) - certain operations of age@ndis.gov.au
Mobile contacts and direct email addresses are NOT to be used by Service Officers. All escalation options are to be adhered to; direct contact to national delivery phone or emails are ONLY to be used when there is instruction to do so.
For participant critical incident (PCI) escalation processes refer to the Participant Critical Incidents (PCI) for Team Leader KA.
For security escalation processes refer to the Threat to Site, Staff, Partners, or Others Team Leader KA.
For complaint case escalation, where the level of risk has changed, refer to the Feedback and Complaints Team Leader KA.

Handling priority enquiry escalation

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If a priority enquiry case was submitted more than 3 days ago, or if it was submitted within the last 3 days but the risk rating has increased,

NCC Team Leader must:

Review the case details and use the Escalation Prioritisation Risk Matrix in the Priority Enquiry KA to assess the escalation requirements.
- It is important to make sure that the risk is clearly stated and corresponds with the agency’s risk matrix.
Note that escalation is mandatory only if the risk rating is High or Extreme.
Document the actions taken by adding a Log Activity note and recording your Login ID in the existing Priority Enquiry case.
If escalation is required, send an email to the relevant Branch Manager using the Escalation Email Template provided below:
- Complete the subject line including the Risk level and the Type of request.
- Ensure each section in the body of the email template has been completed.
- Clearly state the reason for the request under the heading ‘Why is this being escalated?’
- Clearly state the actions required by Service Delivery.
- Make sure you use your NDIA email address.
Address the email to the relevant contacts listed below in this KA. Cc your Operations Manager in the email.
The Team Leader must fill out the email template with all required information to assist the escalation teams in effectively handling the enquiries.

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Escalation email template

The below email template has been created for Team Leaders to send to the relevant Branch Manager.

Escalation Email Template

Email subject line: Priority Escalation - - <Type of Request (example; Urgent AT Request; SIL, Core funding exhausted; Participant has no authorised representative)>

Email body

Good morning/afternoon,

I am requesting that the below priority enquiry be escalated due to the high level of risk to the participant requiring immediate action.

Record details

Participant Name:

Participant NDIS number:

Related Case number(s):

Level of risk

What has changed?

Why is this being escalated?

What actions have been taken?

What action is required by Service Delivery?

Please consider taking the appropriate actions as soon as possible.

Kind regards

[SO first name]

Service Officer — National Contact Centre

National Disability Insurance Agency

T 1800 800 110

Escalating an internal review request

Business Area	Email address	Instructions
Planning Internal Reviews Team	`redacted: s47E(d) - certain operations of agencies`@ndis.gov.au	- Use subject line: Internal Review Escalation: Updated Risk Level . - Include the reason for the escalation, including the risk level. - Use the Log Activity feature to record the email sent to the internal review team. Use activity type Internal Note.

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Business Area	Email address	Instructions
Access Internal Reviews Team	`redacted: s47E(d) - certain operations of agencies`@ndis.gov.au	- Use subject line: Internal Review Escalation: Updated Risk Level . - Include the reason for the escalation, including the risk level. - Use the Log Activity feature to record the email sent to the internal review team. Use activity type Internal Note.

Early Childhood escalation contacts

Area	Referral point	Phone number	Email address
National	Shirley `redacted: s47F - personal privacy`	`redacted: s47F - personal privacy`	shirley`redacted: s47F - personal privacy`@ndis.gov.au
	Kelly `redacted: s47F - personal privacy`		Kelly`redacted: s47F - personal privacy`@ndis.gov.au
For security incidents and escalations	National Early Childhood Branch	n/a	`redacted: s47E(d) - certain operations of agencies`@ndis.gov.au

State-based escalation contacts

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Important The below contact points are not for after working hours. If the priority enquiry relates to an early childhood participant or site, contact the National Early Childhood Branch: redacted: s47E(d) - certain operations of agencies@ndis.gov.au.

Australia Capital Territory (ACT) and New South Wales (NSW)

State	Area	Referral point	Phone number	Email address
NSW	ALL - New South Wales	Abigail `redacted: s47F - personal privacy` (Critical incidents)	`redacted: s47F - personal privacy`	`redacted: s47E(d) - certain operations of agencies`@ndis.gov.au
		Tim `redacted: s47F - personal privacy` (Critical incidents)	Email only	`redacted: s47E(d) - certain operations of agencies`@ndis.gov.au
		Debbie `redacted: s47F - personal privacy` (Security incidents)	`redacted: s47F - personal privacy`	Debbie`redacted: s47F - personal privacy`@ndis.gov.au or `redacted: s47E(d) - certain operations of agencies`ndis.gov.au

Queensland (QLD)

State	Area	Referral point	Phone number	Email address
QLD	ALL - Queensland	Kerry-Anne `redacted: s47F - personal privacy`	`redacted: s47F - personal privacy`	kerry-anne.`redacted: s47F - personal privacy`@ndis.gov.au
	General contact			`redacted: s47E(d) - certain operations of agencies`@ndis.gov.au
		Des `redacted: s47F - personal privacy` - General Manager, State Manager QLD	`redacted: s47F - personal privacy`	mailto:Des`redacted: s47F - personal privacy`@ndis.gov.au
		Michelle `redacted: s47F - personal privacy` - Branch Manager Complex Support Needs		mailto:Michelle`redacted: s47F - personal privacy`@ndis.gov.au
		Sheena `redacted: s47F - personal privacy` - Branch Manager Aged Care Hospital Interface
		Cassie `redacted: s47F - personal privacy` - Branch Manager Scheme Eligibility
		Ed `redacted: s47F - personal privacy` - Branch Manager Home and Living Planning and Operations
		Ross `redacted: s47F - personal privacy` - A/g Group Manager, NDIS Participant and Performance

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Queensland (QLD) - Critical Services Issues Response (CSIR) contacts

State	Organisation	Referral point	Phone number	Email address
QLD	QLD Department of Child Protection, Justice and Attorney General	Katherine `redacted: s47F - personal privacy` - Director, Specialist Practice, Office of the Chief Practitioner	`redacted: s47F - personal privacy`
QLD	QLD Department of Health	Health James `redacted: s47F - personal privacy` - Manager, Disability and Multicultural Health, System Policy Branch, Strategy, Policy and Reform Division		mailto:James`redacted: s47F - personal privacy`@health.qld.gov.au
QLD	QLD Department of Health	Joanne `redacted: s47F - personal privacy` - Manager, Long Stay Rapid Response, System Policy Branch, Strategy, Policy and Reform Division		mailto:Joanne`redacted: s47F - personal privacy`@health.qld.gov.au
QLD	QLD Department of Education	Education Vicky `redacted: s47F - personal privacy` - Director, Autism Hub and Student Inclusion
QLD	QLD Department of Housing, Local Government, Planning and Public Works	Mythiley `redacted: s47F - personal privacy` - Director, Specialist Response Team, Service Delivery Enablement
QLD	QLD Department of Youth Justice	Darren `redacted: s47F - personal privacy` - Senior Executive Director

South Australia (SA)

State	Area	Referral point	Phone number	Email address
SA	ALL - South Australia	Emily `redacted: s47F - personal privacy`	Email only	`redacted: s47E(d) - certain operations of agencies`@ndis.gov.au
		Mick `redacted: s47F - personal privacy`	Email only	Mick`redacted: s47F - personal privacy`@ndis.gov.au
		Karen `redacted: s47F - personal privacy`	`redacted: s47F - personal privacy`	Karen`redacted: s47F - personal privacy`@ndis.gov.au

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