NDIA Accountability Project

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View and update a home and living application

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DOCUMENT 7 FOIOFFICIAL24/25-1942 Knowledge Article For Internal Use Only The contents of this document are OFFICIAL. View and update a home and living application

Guidance in this document is not approved for use unless you view it in PACE. This article provides guidance for a planner delegate, internal review delegate and participant support officer to: • understand notification of a home and living application on a plan approval case • view a home and living application • view the progress of the home and living application • view an in-progress home and living application • view the home and living recommendation • explain the recommendation to the participant • update the application status to completed (planner delegate only).

Recent updates 18 March 2024 We have updated this guidance to explain how you can send an SMS to the participant before you make a phone call, to let them know you’ll call from a private number. 4 March 2024 We have updated guidance to include a link to the Requesting home and living supports page on the NDIS website. This information will help participants understand what they need to do and the correct evidence they’ll need to give us when they ask for home and living supports for now and in the future. Before you start You have read and understood: • Requesting home and living supports (external) • article How to support a participant requesting home and living supports

You have either:

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FOIOFFICIAL24/25-1942 Knowledge Article For Internal Use Only • created a home and living application in PACE. To learn more, go to article Create and submit a home and living application • received notification of a home and living recommendation • received an enquiry from a participant about their home and living application • checked the participant’s housing and accommodation information in the Housing tab and Details tab in PACE.

Note: A home and living application is referred to as a Housing Application on some screens in PACE. Note: If a participant has moved from SAP CRM to PACE, check inbound documents in SAP CRM for uploaded evidence documents. Understand notification of a home and living application on a plan approval case

Housing Application case in progress When a Housing Application case is in progress, the plan approval case owner will receive a Home and Living notification:

  1. A red circle with a white number inside will appear in the Notification (bell).
  2. Select the Notification (bell). The notification will say Home and Living application in progress. Please don’t work on the plan approval case until the home and living is complete. You will also be able to view that a home and living application is in progress by checking the plan approval case in the participant’s person account: From the Person Account.
  3. Select Cases.
  4. From the participant’s Open Cases, select the Plan Approval case.
  5. The Draft Budget tab will open. You will see a red banner that says Home and living application case is currently open. The participant has a home and living application in progress. Please don’t work on the plan approval case until the home and living application is complete. View a home and living application

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FOIOFFICIAL24/25-1942 Knowledge Article For Internal Use Only From the Person Account:

  1. Select Cases.
  2. Find the Housing Application by scrolling through the participant’s Case Record Type.
  3. Select the Housing Application. The Housing Application screen will appear. View the progress of the home and living application

Home and living application chevrons Chevrons show the home and living application status: • Draft: the application is in draft and is not in progress yet. • New: an application is created and is waiting to be assessed. • Under Assessment: the application is being assessed. • Requested further info: there is insufficient information to make a recommendation. Further information is requested from the participant. • Decision: a recommendation has been made from the housing application. • Awaiting Build: the recommendation is awaiting build in the participant’s plan. • Plan Build RFI: The plan builder has requested information to help with the plan build. • Closed Status: There are five Closed Status options as below.

Closed status options: • Completed – a decision has been made. Changes to the participant’s plan are complete. • Completed – decision with delegate for build – a recommendation has been made and assigned to a planner delegate to include supports in the participant’s plan. This status is used by the Service Delivery Support. • Cancelled – the housing application has been cancelled. • Rejected – the housing application has been rejected. • Completed – a plan build is not required at this time – a recommendation has been made. There is no change to the participant’s plan.

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FOIOFFICIAL24/25-1942 Knowledge Article For Internal Use Only Reason why there is no status change to the participant’s plan: • They are currently unable to move to a new location. For example, they are in hospital and not ready for discharge. • They have asked us not to include supports in their plan until they find suitable accommodation. • Specialist advice is pending. For example, from the Technical Advice and Practice Improvement Branch. • There is delay moving to a new location for other reasons. For example, due to mental health concerns. • The home and living supports need to be endorsed at EL1 level or above.

From the Housing Application screen:

  1. View the chevrons to check the application status.
  2. After you have noted the application status, decide if you need to view the progress of the application or view the recommendation: • If the status is New, Under Assessment or Requested further info, go to View an in-progress home and living application in this article. • If the status is Decision, Rejected or Closed, go to View the home and living recommendation in this article.

View an in-progress home and living application You can find more information about the participant’s application status in several locations: • Details – information about the participant’s application. Select the links to these documents in this tab. • Activity log – files, notes, and meeting information. • Case History – a summary of the actions completed on this case. • Risk Level – shows if the application is complex or low risk. The Complex Assessment Meeting delegates will make recommendations for complex applications. The Home and Living Operations team will make recommendations on low-risk applications.

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FOIOFFICIAL24/25-1942 Knowledge Article For Internal Use Only • Case Owner – shows what team or individual is managing the application (if assigned). • Most recent activity – provides overview on recent activity completed on the application. • Parent Case – (Panel Meeting) shows details of the panel assigned, and date of the panel meeting.

  1. Review information about the home and living application progress.
  2. Provide the participant with the information you locate on the status of their application. Note: You should not contact the case owner to request an update.
  3. Record your conversation in an activity log. To learn more, go to article Log an activity or internal note. View the home and living recommendation

Housing Application case is complete If Notify Planning? was selected in the Housing Application case, once it has been completed the plan approval case owner will receive a Home and Living notification:

  1. A red circle with a white number inside will appear in the Notification (bell).
  2. Select the Notification (bell). The notification will say Home and Living application is complete. Please review before proceeding with a plan approval case. To review the home and living application recommendation, from the Person Account:
  3. Select the Cases tab.
  4. From the participant’s Open Cases, select the Housing Application case.
  5. The Assessment screen will open. From the Assessment screen:
  6. In Applications, select the Application Name to view the details of the application.
  7. Select Decision. In the Eligibility Decision section, review the Is Eligible for SDA (Specialist Disability Accommodation) and Decision Justification fields.
  8. At Is Eligible for SDA: • If Yes, go to Step 4 • If No or Not Applicable, go to Step 5.

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FOIOFFICIAL24/25-1942 Knowledge Article For Internal Use Only 4. At SDA Criteria Levels note the SDA information for the participant, including the Max Price Per Resident. This is the maximum SDA amount per year. Go to article Add specialist disability accommodation (SDA) funding. 5. Check the Alternative Support Decision for additional supports to consider when developing the participant’s plan. Explain the recommendation to the participant

  1. Locate the letter in the Decision Outcomes Document: • in Inbound Documents of the participant’s SAP CRM record, if the participant is still in transition. • in Documents or Case activity in PACE.

  2. Check the details, including the Decision Justification.

  3. Contact the participant or authorised representative by their preferred contact method to discuss the home and living outcome. Go to article Check a person’s preferred contact method. Note: If contacting by phone, before you call you can send an SMS to let the participant know you’re going to call them from a private number. To learn more, go to article Send an SMS in PACE.

  4. Introduce yourself and explain the purpose of the call. If they are contacted by the NDIA, it will show as a private number. The person calling will identify themself and explain they are calling from the NDIA. The participant can confirm the call is legitimate by contacting the National Contact Centre (NCC) on 1800 800 110. In your conversation explain: • the home and living application recommendation • justification for the recommendation • details of the SDA approved, including SDA type, design category, location and building type • the maximum price per resident to be included in the participant’s plan • other home and living supports included in the recommendation.

  5. If you are not the delegate who needs to update the case status, log an activity to record your conversation with the participant. Go to article Log an activity or internal note. Once the conversation is recorded, there are no further actions.

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FOIOFFICIAL24/25-1942 Knowledge Article For Internal Use Only Update the application status to completed (planner delegate only) Only planner delegates with edit access in PACE can complete these steps. From the Case:

  1. Select Log a Call.

  2. In the Comments field, record brief details: • provide the date you contacted the participant • include the type of contact. For example, by phone or email • provide the date you recorded the interaction in the activity log • include a summary of any other information discussed with the participant, if applicable.

  3. Select Save.

  4. Select Mark Status as Completed. By selecting Completed you are stating that Completed – build not required at this time or Completed – decision with delegate for build.

  5. Select the status from the Status options in the Close this Case window.

  6. Select Save.

  7. Locate the Home and Living Decision in the Decision tab or the Home and Living Decision Outcomes letter in Documents.

  8. From the Activity Panel, select Log Activity and record details of your conversation with the participant advising the outcome.

  9. Change the interaction Status to Completed. Next steps • Supports included in the home and living recommendation should be included in the participant’s plan. • For more information, go to articles Add individualised living options (ILO) Stage 1 Exploration and Design, Add individualised living options (ILO) Stage 2: Supports funding, Add medium term accommodation (MTA) funding and Add supported independent living (SIL) funding. V5.0 2024-03-07 View and update a home and living application 310739571 Page 7 of 9 This document is uncontrolled when printed OFFICIAL

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FORFUCHAI942

Knowledge Article

For Internal Use Only Article labels — internal use only

PACE user role names

No change

Topics

No change

Case names

No change

Ownership

No change

Version control

Brief Description of Change

Updated Section Explain the decision to the participant, step 3 with reference to KA Send an SMS to the participant.

2.1 JNL620 DRAFT 2024-02-08

2.2 BCK161 Peer review DRAFT 2024-02-08

Action peer review VT Result

Number of long sentences: 12

(6.03%) 2.3 JNL620 ; DRAFT 2024-02-13 Number of passive sentences: 18

(9.05%) Readability: 51 Grade Level: 8.1

2.4 JNL620 Submitted for EL1 review DRAFT 2024-02-13

2.5 DDO0014 EL1 review DRAFT 2024-02-16

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FOIOFFICIAL24/25-1942 Knowledge Article For Internal Use Only 2.6 JNL620 Addressed EL1 feedback DRAFT 2024-02-20

2.7 DD0014 EL1 review DRAFT 2024-02-22

Class 1 update – link to home and 2.8 REB563 DRAFT 2024-02-27 living webpage added

2.9 REB563 Action Director comment DRAFT 2024-02-28

3.0 ED0024 Class 1 approval. APPROVED 2024-02-28

SMS content removed. Not going 3.1 REB563 DRAFT 2024-02-29 ahead

4.0 ED0024 Class 1 approval APPROVED 2024-02-29

Reinstating previous draft content for SMS following approval - Updated section Explain the 4.1 REB563 DRAFT 2024-03-05 decision to the participant, step 3 with reference to KA Send an SMS to the participant. Update to terminology actioned – 4.2 REB563 replacing ‘decision’ with DRAFT 2024-03-06 ‘recommendation’ or ‘outcome’

4.3 KK0027 AD review DRAFT 2024-03-06

4.4 ED0024 Director review DRAFT 2024-03-07

4.5 ADO206 Action director review DRAFT 2024-03-07

5.0 ED0024 Director Class 1 approval APPROVAL 2024-03-07

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