Complex Support Needs Branch (CSN) Monitoring Work Instructions

Contents

• Complex Support Needs Branch (CSN) Monitoring Work Instructions ……………………………………. 1
• 1. Purpose ……………………………………………………………………………………………………………. 2
• 2. Monitoring Activities ……………………………………………………………………………………………. 2
• 3. Actioning a Scheduled Check-in …………………………………………………………………………… 4
• 4. Creating a Discretionary Check-in ………………………………………………………………………… 6
  • 4.1. System Generated Risk Flag Check-in ………………………………………………………………. 9
• 5. Creating an Enquiry (Planning and Monitoring cases) ……………………………………………… 9
• 6. Best Practice for Caseload Management …………………………………………………………….. 11
  • 6.1. Recording Activities ……………………………………………………………………………………….. 11
  • 6.2. Creating a New Event ……………………………………………………………………………………. 13
  • 6.3. Setting Tasks ……………………………………………………………………………………………….. 14
  • 6.4. Templates ……………………………………………………………………………………………………. 15
• 7. Feedback ………………………………………………………………………………………………………… 17
• 8. Version Control ………………………………………………………………………………………………… 17

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1. Purpose

Monitoring is a key component of the Complex Support Needs (CSN) Branch service offer. It is essential that regular monitoring activities are completed during a participant’s journey in the Complex Support Needs (CSN) Pathway.

This document should be read in conjunction with the Complex Support Needs Branch Monitoring Framework document on CSN SharePoint, [CSN Service Model](CSN Service Model).

Monitoring activities can include:

• Initial contact with a participant when they enter the CSN pathway
• Implementation meetings
• Scheduled Check-ins
• Discretionary Check-ins
• Discretionary Check-in to determine suitability to transition to Service Delivery
• Desktop reviews
• 6 weekly monitoring activity
• Contact with the participant or their guardian/plan nominee
• Stakeholder engagement meetings

These work instructions will support CSN staff to complete the required monitoring activities and inform enabling teams of the CSN monitoring process. These work instructions will support:

• Delegates, including CSN Planners, Resolution Officers
• Liaison Officers
• CSN Participant Support Officers (PSOs)

2. Monitoring Activities

A monitoring activity should reflect a task that undertakes a review of the current status of the participant’s personal circumstances, situation, support systems and plan expenditure.

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An email, phone call or a report from a participant, family member or service provider may result in completing a monitoring activity or responding to certain requests. Information that is received without a need for a response or action must still be recorded as a monitoring activity on PACE.

The below table outlines what is considered a monitoring activity and what is not considered a monitoring activity:

Monitoring Activity	Not a Monitoring Activity
Initial contact at entry to CSN	Claim and Payment enquiries
Implementation Meeting	Internal escalation
Scheduled Check-in	Receive a quote
Support Coordinator Monitoring Report	Entering or recording ATHM and vehicle modifications
Discretionary Check-in (Agency Initiated, Risk Flagged and participant Initiated)	Creating a Request for Service (RFS)
Desktop Review, including review of documentation and reports from providers	Internal emails
Integrity and Compliance related tasks (excluding internal contact)	Internal case consultation
Stakeholder Engagement meeting	Home and living application
Contact with participant or their guardian, plan nominee regarding plan implementation and progress towards participant goals	Contact with participant and/or stakeholder/s for the purposes of obtaining information for plan review

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Monitoring Activity	Not a Monitoring Activity
	Update to participant contact details including address, email, bank account, etc

3. Actioning a Scheduled Check-in

A Scheduled Check-in is organised with the participant at an agreed time. The check-in frequency and date are discussed with the participant, their plan nominee and/or Guardian and their supports during plan approval or implementation meeting or at a previous Check-in. It is recommended that a Scheduled Check-in occur 6 months after plan approval.

Check-ins are an important way we support participants and can occur at any stage of a participant’s plan. During a Check-in you can:

• Talk with the participant to find out if they have made connections with the services and supports they need.
• Ask how they are going with pursuing their goals and if there are any barriers to achieving their goals.
• Ask if there have been any changes to their situation.
• Check if a Health Liaison Officer, Child Protection Liaison or a Justice Liaison Officer is involved and reach out for an update prior to conducting the check-in.

To complete a Scheduled Check-in on PACE, follow the below instructions:

1. PACE will auto-create a Check-in case 60 days before the Scheduled Check-in date (or 116 days if this is the last Check-in prior to the next plan re-assessment date). This Check-in case will be automatically assigned to the CSN Planner.

2. When the Scheduled Check-in is assigned, contact the participant or authorised representative and arrange a time to complete a Scheduled Check-in. All contact (successful or unsuccessful contact attempts) must be recorded as an activity. Refer to Section 6.1 for further information.

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3. When you have confirmed with the participant their preferred date and time, record this as a New Event within the Check-in Case. Refer to Section 6.2 for more information.

4. Complete the Check-in preparation steps during your Check-in meeting.

5. Ensure all conversation details are recorded as an activity. Refer to Section 6.1 for more information.

6. Complete next steps, Scheduled Check-in frequency to be set to 6 months, PACE will automatically calculate the date.

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7. Check-in Summary Letter is now Automatic:

Check-in Summary Letters are now automatically sent through the Check-in Case as a result of Release 25.1. These letters include information populated in the Check-in Summary section of the Check-in Case.

Please be mindful that textboxes populated on the Check-in Summary page within the Check-in Case will print on the Check-in Summary Letter.

Refer to Frontline Service Hub Check-in Case for more information.

4. Creating a Discretionary Check-in

Discretionary Check-ins can take place as needed and can be created at the staff members discretion in response to an identified risk or vulnerability. Changes to a participant’s circumstances may include moving home, breakdown of supports, changing providers, admission to hospital or nearing release from a justice facility. If a staff member identifies a welfare and/or funding risk to the participant during a monitoring activity, they are required to create a Discretionary Check-in case. This ensures that all relevant information is captured and recorded appropriately and consistently.

A Discretionary Check-in plays an important role to safeguard participants to identify abuse and neglect. It is an opportunity to sensitively talk about any risks or concerns with the participant.

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A Discretionary Check-in may come from an enquiry or during a 6-weekly monitoring activity, where:

• there are risks or concerns to talk about with the participant
• the participant has questions or issues to discuss
• there is a change in the participant’s situation, or the participant has requested a change to their plan.

You may also identify a risk or vulnerability, not automatically flagged in PACE .

To complete a Discretionary Check-in on PACE, follow the below instructions:

1. Select Check-in from new case option.
2. Select Next. The New Case: Check-in screen will display.
3. Use the default setting of New at Status.
4. Select an option from the Reason Category dropdown and select Save.
5. Complete the Check-in preparation steps.

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6. Ensure all conversation details are recorded as a case activity. Refer to Section 6.1 for more information.

7. Complete next steps, Check-in Frequency to be set to 6 months, PACE will automatically calculate the date.

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PACE will auto-create a Check-in case 60 days before the Scheduled Check-in date. This Check- in case will be automatically assigned to CSN Planner.

4.1. System Generated Risk Flag Check-in

It is important to note that if a participant’s situation meets the risks and vulnerabilities criteria, a system generated risk flag will create an automatic Check-in case and will be assigned to the CSN Planner, which is to be actioned within 7 days. For more information about system generated risk flag Check-in case please refer to Knowledge Article understand types of check- ins.

5. Creating an Enquiry (Planning and Monitoring cases)

Monitoring is a key component of the CSN service offer. All staff across CSN are to be consistently monitoring and recording tasks and activities of their engagement with participants. The aim is to ensure that information is easily accessible, that all relevant staff understand the participant’s situation and any further work required to support a participant.

To complete a monitoring enquiry case please follow the below instructions:

1. Select Create Enquiry from new case option.
2. Select Next. The New Case: Enquiry screen will display.

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3. In the Subject line enter: CSN Monitoring.

4. Add a description of the enquiry in Enquiry Notes free text field.

5. From the drop-down options, complete mandatory fields Requested by (who is making the enquiry), and Case origin (how you received the enquiry).

6. Select the options that most closely match the enquiry from the Category and Subcategory drop-down lists. Select Next.

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7. In the Risk Matrix, select Yes to see a list of risks and select all that apply. Otherwise, select No if there are no risks.

8. Follow Next Action recommendations. Next Action recommendations may include to refer, resolve, or escalate the enquiry. Record all actions taken as activities in the Activity log. Refer to Section 6.1 for further information.

9. Select an Enquiry outcome. Depending on the action you are taking, you can: reassign the case to another user or queue, select a closure reason to close the case or keep the enquiry open for further action.

6. Best Practice for Caseload Management

6.1. Recording Activities

Activities can be used within a case to note the details of a CSN staff members engagement and/or activity, such as speaking to a participant, authorised representative, support coordinator or responding to an email enquiry, actions taken or to be taken.

CSN monitoring activities can be recorded via a combination of check-in and/or enquiry cases. Refer to Knowledge Article log an activity or internal note for more information.

Activities enable easy review of information via the participant’s Account Timeline on their profile page and provide a detailed view from the Account History. If an activity is not logged, then the details of the Check-in case are only visible in the case itself. Activities are a helpful way to review details of the monitoring and Check-in case.

(Note: activities cannot be used to collate data and are to assist you and others who may need to access the file to details of the monitoring task).

1. In the case, locate the Activity tab on the righthand side, select the Log Activity.

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2. Select Add to log a new activity.

3. Set the Activity Type as required.

4. Select the Subject as required.

5. Fill in the Comments field with key information. Templates can be accessed by selecting the Insert Quick Text Speech bubble on righthand side within the comments box.

6. Search CSN to find CSN specific templates and select the most appropriate.

7. Fill in template with required information. The use of templates is optional.

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8. Select Save.

9. Where required, set tasks for follow up actions including when your next monitoring activity is required. Refer to Section 6.3 for more information.

6.2. Creating a New Event

Events can be used by a CSN staff member to book and record upcoming events including Scheduled Check-in meetings within a Check-in case.

1. Select New Event in the Activity panel on the righthand side of the case.

2. Fill out the appointment details including date, time, subject and description.

3. Select Save.

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4. You will also need to send the participant or their authorised representative a calendar invite if the meeting is through MS Teams. Communicate with the participant or their authorised representative via their preferred method of communication.

6.3. Setting Tasks

Tasks can be used by CSN staff to monitor important dates and milestones and to ensure follow up on any agreed actions or as a reminder to contact key stakeholders at the 6-week interval between Scheduled Check-ins.

1. Within the case locate the Activity tab under Milestones on the righthand side. Select New Task.

2. Add details of the task with key information including due date. Templates can be accessed by selecting the Insert Quick Text Speech bubble on righthand side within the comments box.

3. Select Save.

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4. When the task is due, it will show up in the notifications section. Click on the bell icon on the top right of the PACE homepage to view notifications. This should be checked daily to monitor due tasks.

6.4. Templates

When completing a monitoring task, please use the most appropriate quick text template.

Topic	Context
Contact Attempt	Contact attempt [#0]: CSN Staff [name] attempted to contact child representative/ Plan Nominee/ participant/Support Coordinator on [date] at [time] via phone call on [phone number]. Unsuccessful.
Desktop Monitoring	CSN staff conducted desktop monitoring of [participant] plan on [date]:

• [participants] plan has run for [#] months of its [#]-month duration, of the [$ value] funding allocated, [$ value] has been utilised.
• Core/ Relationships/ Behaviour Support/ Support Coordination/ Improved Daily Living/ Home and Living budget has been [over utilised / underutilised].
• Transition from CSN is not considered at this time due to [factors / barriers] / Transition from CSN is considered appropriate at this time due to [outcomes]. |

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Topic

Context

Scheduled Check-in Notes: include details such as date, time, contact method, attendees and accessibility requirements.

• No further action required. Next Check in is scheduled for [date]. CSN staff contacted [name] (Support Coordinator/Plan Nominee/Child Representative/Participant) at [time] on [date] via phone/email for Scheduled Check-in. Discussion points: Engagement in community and or mainstream services. Provided further information regarding mainstream supports eg Housing/ Foodbank/ Lifeline/ General Practitioner, Mental Health Care Plan. Currently engaged with or referral completed for therapeutic service eg Occupational Therapist, Speech Pathologist, Behaviour Support. Plan is currently over or underutilised due to [factors / circumstances]. Any changes to the participant situation. Is a Plan Change of Circumstances review required due to evidence discussed? CSN Staff advised of upcoming scheduled reassessment on [date] and provided further information on evidence required. Details confirmed and updated including Phone Number, Address and Email.

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Topic	Context
	• Transition from CSN considered.
	• Any further questions or concerns raised.
	• Any risks identified.

CSN staff advised of further check-in in 6-weeks. redacted has CSN staff members details if questions or concerns arise in the interim. No further action at this time or follow up actions required.

Actions required:

• CSN staff member to send follow up email on [date].

• CSN staff member to contact redacted to discuss [factors / circumstances].

• No further action required.

7. Feedback

If you have any feedback about these Work Instructions, please complete the Monitoring Framework Feedback Form.

8. Version Control

Version	Amended by	Brief Description of Change	Status	Date
V2.1	QVERHJ	Approved Version	APPROVED	2025-07-08
V2.0	QVERHJ	Review of Draft version	DRAFT	2025-05-05

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Version	Amended by	Brief Description of Change	Status	Date
1.0	GPO974	DRAFT version approved	DRAFT	2025-04-28
0.1		Initial Version	DRAFT	2025-02-06

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