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Create a technical advice case

SGP KP Publishing

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SGP KP Publishing – Create a technical advice case

1 Recent updates …………………………………………………………………………………………………….. 4

2 Before you start …………………………………………………………………………………………………….. 5

3 Create a technical advice case ………………………………………………………………………………. 6

3.1 Select the type of request ……………………………………………………………………………………… 6

3.2 Categorise the request …………………………………………………………………………………………. 6

3.3 Answer the restrictive practices question ………………………………………………………………… 6

3.4 Complete the free text field……………………………………………………………………………………. 7

3.5 ART matter …………………………………………………………………………………………………………. 7

3.6 Case priority ……………………………………………………………………………………………………….. 7

3.7 Complete the creation of the case ………………………………………………………………………….. 7

4 Update the technical advice case and submit the request ………………………………………. 9

4.1 Check case is in the correct queue ………………………………………………………………………. 10

5 Next Steps …………………………………………………………………………………………………………… 12

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SGP KP Publishing – Create a technical advice case

This article provides guidance for an access delegate, review officer, planner delegate, or planner (non-partnered area) to:

create a technical advice case
update the technical advice case and submit the request.

Note: If you’re creating a Technical Advice case for replacement support, go to article Create and action a request for a replacement support.

Note: Technical advice is intended to help delegates make decisions. Local area coordinators (LAC) and early childhood (EC) partners don’t request technical advice in PACE. LACs and EC partners can email technical advice queries to redacted: [s47E(d) - certain operations of agencies](/library/documents/bc455e3f7247-foi-24-25-0515-documents/document-015__47e-d-certain-operations-of-agencies/)

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SGP KP Publishing – Create a technical advice case

1 Recent updates

24 February 2025

Merged all content from knowledge article Understand advice categorisation in a technical advice case
Changed the prioritisation reason in Create a technical advice case and Update the technical advice case and submit the request
Updated wording in subject field step to be best practice rather than mandatory
Updated system steps in sections Create a technical advice case and Update the technical advice case and submit the request.

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SGP KP Publishing – Create a technical advice case

2 Before you start

You have read and understood:

all available information related to your request
mandatory advice requests on the Technical Advice and Practice Improvement Branch (TAPIB) intranet page Requesting Advice.

To learn more about technical advice services, visit the Technical Advice and Practice Improvement Branch intranet page and National Early Childhood (NEC) Branch Planning Supports and Quality Team intranet page and resources.

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SGP KP Publishing – Create a technical advice case

3 Create a technical advice case

To request advice from the Technical Advice and Practice Improvement Branch (TAPIB) or National Early Childhood (NEC) Branch Planning Support and Quality team, you need to create a Technical Advice case.

If you’re:

a review officer, you’ll need to create the Technical Advice case from the Internal Review case
all other staff, you’ll need to create the Technical Advice case from the Person Account.

On the right hand side of the screen, on the Case Action Bar, select Technical Advice. This will open up the Advice categorisation screen.

3.1 Select the type of request

Selecting the correct Type of technical advice assists TAPIB or NEC Branch Planning Support and Quality team to route the request to an appropriate advisor.

At Type, select the technical advice you’re requesting from the drop-down list.

Note: Don’t select Restrictive Practice (ECS) as it can cause the case to route to an incorrect queue.

3.2 Categorise the request

The categorisation drop-down lists will display different options depending on the Type you’ve selected. Select the option that’s closest to the advice you’re requesting.

At Category, select the advice from the drop-down list. If applicable, at Sub Category, select the relevant option from the drop-down list.

Note: Categories marked as ECS must only be used for children younger than 9. Don’t select categories marked as ECS for participants older than 9.

3.3 Answer the restrictive practices question

This question will display regardless of the category and subcategory selected. To understand more about restrictive practices, go to article Understand behaviours of concern and restrictive practices in a technical advice case.

At Does this request include restrictive practices or constraints?, select Yes or No.

Note: Select Yes if you suspect that restrictive practices or constraints are occurring or may occur in relation to the support item. A TAPIB advisor will be able to discuss potential or identified restrictive practices with you after they’ve submitted the advice. If you select Yes, the

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SGP KP Publishing – Create a technical advice case

Referral Criteria will default to Mandatory.

Note: If you’re a review officer, select Next and continue reading from section Update the technical advice case and submit the request.

3.4 Complete the free text field

This is the question the TAPIB advisor will answer when actioning the advice. Make sure the question is clear and concise and relates to the support you’ve selected in the drop-down.

Indicate if you’d like to discuss the request with an advisor in this text box. The TAPIB advisor will reach out through MS Teams or email to schedule a conversation.

At What specific advice do you require in relation to this request?, in the free text field provide a detailed explanation of the question you’d like answered.

Note: If you require technical advice for more than one support, you’ll need to submit a technical advice case for each technical advice support.

3.5 ART matter

At Select if this request relates to an AAT (Administrative Appeal Tribunal) matter, don’t select the checkbox. Requests relating to Administrative Review Tribunal (ART) matters are submitted outside of PACE.

Note: You should not request or record information about ART advice in PACE. The Administrative Reviews Branch is responsible for managing applications made to the ART for external review.

3.6 Case priority

At Priority, there’ll be multiple selections you can select. To simplify this, you’ll only need to select one of two options.

Additionally, whichever priority you select will not notify the relevant technical advice team if your request requires escalation. Go to Requesting Advice to help you decide if your request needs to be escalated and the steps you need to take to do this.

At Priority, select the relevant option for your request:

Low for all technical advice request for participants aged 9 years or older
Overdue as the Priority for technical advice requests for children under age 9.

3.7 Complete the creation of the case

Select Next.
Duplicate requests only – If there’s a request for technical advice with the same categorisation as your request, PACE will flag this as a duplicate request.

At Possible Duplicate Request, select View Case to view the duplicate case

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SGP KP Publishing – Create a technical advice case

information. If this is not a duplicate request, select Next.

If the technical advice request is Mandatory continue from step 7. If the request is non- mandatory, you’ll need to complete some additional information before you can continue.
At the Non-Mandatory Case Creation screen, select Yes to confirm that you have spoken to your Team Leader or manager about the request. If you select No, you won’t be able to proceed with the request.
At What are the details for your Team Leader Or Manager? enter the name in the text box and select the name from the drop-down list.
Select Next.
At the Confirmation screen, confirm the information in the request is correct.
Select Submit.

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SGP KP Publishing — Create a technical advice case

4 Update the technical advice case and submit the

request

Now the Technical Advice case is created, you must complete all the steps below before you submit the request. If the below steps aren’t completed the case will stay assigned to you and won’t go to TAPIB or the NEC Branch Planning Support and Quality team.

To progress the Technical Advice case:

From the Details tab, under the Case Information heading, select Edit Subject (pencil).
At Subject field, you can add the relevant subject using the table below. You can include more than one.

Note: It’s important to add a Subject to the case for it to be triaged quickly to the relevant team.


s48	Technical advice linked to a plan
reassessment
s47A	Technical advice linked to a plan variation
s100	Technical advice linked to an internal
review
Terminal illness	Technical advice linked to an applicant or
participant with terminal illness
MND	Technical advice linked to an applicant or
participant with Motor Neurone Disease
(MND)
Huntington’s	Technical advice linked to an applicant or
participant with Huntington’s disease
Hospital discharge	Technical advice referral from Hospital
Interface Branch
NEC referral to TAPIB	Technical advice referral from National
Early Childhood Branch
Access	Technical advice referral from Scheme
Eligibility Branch

Note: leave the Subject field blank if there’s no option in the above table.

Select Scheme Sensitivities as the Prioritisation Reason for technical advice about supports for children under 9. For all other requests, leave Prioritisation Reason blank.
Confirm the remaining information recorded in the Details tab are correct and make changes if needed.
Select Save.
Select the Request tab.

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Complete the mandatory fields marked with an asterisk before selecting Next.

Note: The Next button may take you to an additional information screen if more information is required to determine if the request is mandatory.

Record any information the advisor may need to be aware of to action your request.
Not all questions may be relevant. Answer as correctly as possible and create an Internal Note in the case to include other relevant information. Go to article Log an activity or internal note.

Note: You can only select Yes or No for question Does the support represent value for money?. If you’re not sure, select No and create an Internal Note in the case to record if the support represents value for money.

At Risk Matrix screen, select Yes if you’ve identified a risk with the technical advice request. Otherwise, select No and continue from step 12.
Select LOW, MEDIUM, HIGH or EXTREME for each of the risks you select. Select the level that most closely matches the risk you’ve identified.
Select Next.
Link evidence from the Person Account or upload any documents to support the request if needed. Go to article Add documents to a case or Add and link evidence to a case.
Select Next.
At Summary, review the information to make sure its details are correct.
At I agree that all the information presented is accurate and up to date, select Yes or No.

Note: If you select No, an error message Please ensure that all the information presented is accurate will appear and won’t allow you to submit the case.

Select Submit.

Note: Don’t manually move the case chevrons from New to In Progress. This will disrupt the workflow and delay triaging of the advice.

4.1 Check case is in the correct queue

You must check the Technical Advice case is in the correct queue.

Note: Don’t manually move the case chevrons from New to In Progress. This will disrupt the workflow and delay triaging of the advice.

If the request is assigned to an incorrect queue, you must manually assign it to the correct queue:

On the Details tab, at the Case Owner field, select Change Owner (person icon). The Change Case Owner screen will display.
At the Search Users field, select the down arrow next to the Users icon and then select Queues from the drop-down options.
At Search Queues, search:

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SGP KP Publishing – Create a technical advice case

Technical Advice Case (TAB) Routing Queue, for all TAPIB requests or
Technical Advice Case (ECS) Routing Queue, for non-mandatory request for children younger than 9.

Select Change Owner.

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SGP KP Publishing – Create a technical advice case

5 Next Steps

The technical advice request will now be routed to the TAPIB or NEC Branch Planning Support and Quality team to action.

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