DOCUMENT 5

Create a technical advice case

SGP KP Publishing

Table of Contents

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 ……………………………………………………………………………………. * 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 Additional information about the case …………………………………………………………………….. 8
   • 3.8 View duplicate case ……………………………………………………………………………………………… 8
   • 3.9 Complete creation of the case ……………………………………………………………………………….. 8
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

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 a replacement support, go to article Create and action a request for a replacement support.
• 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 [s47E(d) - certain operations of agencies](/library/documents/bc455e3f7247-foi-24-25-0515-documents/document-015__47e-d-certain-operations-of-agencies/)

1 Recent updates

1 September 2025

Updated links to the NDIA staff intranet.

2 Before you start

You have read and understood:

• all available information related to your request
• the Technical Advice and Practice Improvement Branch (TAPIB) Mandatory and Non-Mandatory Advice Requests.

To learn more about technical advice services, visit the Technical Advice and Practice Improvement Branch intranet page and Early Childhood intranet page and resources.

3 Create a technical advice case

To request advice from the Technical Advice and Practice Improvement Branch (TAPIB) or the 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.

1. On the right 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 helps TAPIB or the NEC Branch Planning Support and Quality team to route the request to an appropriate advisor.

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

Note: Don’t select AAT as cases relating to Administrative Review Tribunal (ART) are submitted outside of PACE.

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.

1. 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 Our Guideline - Behaviour support (external).

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

Note: Select Yes if you think 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 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 in this article.

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 list.

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.

1. At What specific advice do you require in relation to this request? give a clear explanation of the question you’d like answered. Go to section Information you must include in your TAPIB request in Mandatory and Non-Mandatory Advice Requests.

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

3.5 ART matter

1. 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 shouldn’t 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

There’ll be multiple selections you can select. To simplify this, you’ll need to select one of the two options.

1. At Priority, you should select one of these two options for your request:

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

2. The priority options will not automatically escalate your request. If your technical advice case needs to be escalated, go to article Escalate a request for technical advice.

3. Select Next.

The Next button may take you to an additional information screen if more information is required. If the Type of technical advice you have selected requires additional information,

continue reading from section Additional information about the case. Otherwise, continue to section View duplicate case or Complete creation of the case.

3.7 Additional information about the case

Additional information may be required depending on the Type of technical advice you have selected.

1. At the Please provide further information about this technical advice screen, enter the amount of the item.
2. Select Next.

If PACE flags a Possible Duplicate Case, go to section View duplicate case. If not, continue to section Complete the creation of the case.

3.8 View duplicate case

If there’s a request for technical advice with the same categorisation as your request, PACE will flag this as a duplicate request. You’ll need to view this case before proceeding. If the technical advice is not a duplicate request, continue to section Complete creation of the case.

1. At Possible Duplicate Case, select View Case to view the duplicate case information.

3.9 Complete creation of the case

The technical advice request can be mandatory or non-mandatory. For more information, go to Mandatory and Non-Mandatory Advice Requests. The referral criteria will automatically be generated as mandatory or non-mandatory based on the type and category you’ve selected.

If the technical advice request is:

• Mandatory continue from step 4
• Non-Mandatory continue from step 1.

1. 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.
2. At What are the details for your Team Leader Or Manager? enter their name in the text box.
3. Select Next.
4. At the Confirmation screen, confirm the information in the request is correct.
5. Select Submit.

4 Update the technical advice case and submit the request

The Technical Advice case is now created. You need to 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:

1. From the Details tab, under the Case Information heading, select Edit Subject (pencil).

2. 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.

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

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

7. At the Request Information screen, complete all the mandatory fields marked with an asterisk.

   Some questions may not be relevant. Answer all questions as correctly as possible and create an Internal Note in the case to add other relevant information. Go to article Log an activity or internal note.

8. Select Next.

   The Next button may take you to an additional information screen if more information is required. Select the relevant options, then select Next.

9. At the Risk Matrix screen, select Yes if you’ve identified a risk with the technical advice request. Otherwise, select No and continue from step 11.

10. Select LOW, MEDIUM, HIGH or EXTREME for each of the risks where you’ve selected Yes. Select the level that most closely matches the risk you’ve identified.

    Note: You need to answer Yes or No for every question in order to proceed to the next step.

11. Select Next.

12. 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.

13. Select Next.

14. At Summary, review the information to make sure all details are correct.

15. At As the requestor, 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.

16. 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. You can find the Case Owner information in the Details tab.

All technical advice cases relating to access, regardless of the participant’s age, will be automatically routed to the Technical Advice Case (TAB) Routing Queue. All other technical advice cases for children younger than 9 will be automatically routed to the Technical Advice Case (ECS) Routing Queue.

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

1. On the Details tab, at the Case Owner field, select Change Owner (person). The Change Case Owner screen will display.

2. At Select New Owner, in the Search Users field, select the drop down arrow and then select Queues.

3. At Search Queues, search for:

   • Technical Advice Case (ECS) Routing Queue, for TAPIB requests for children younger than 9, unless the request is related to access or
   • Technical Advice Case (TAB) Routing Queue, for all other TAPIB requests including cases related to access for children younger than 9.

4. Select the routing queue you would like to change to.

   Note: You don’t need to select the Send notification email checkbox.

5. Select Change Owner.

5 Next Steps

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

To escalate a request for technical advice, go to article Escalate a request for technical advice.