Standard Operating Procedure

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Pre-check and Book CEO-Initiated Plan Reassessment More Than 100 Days of Plan Reassessment Date

This Standard Operating Procedure (SOP) will help you to:

• Use the plan reassessment pre-check table to check and update the participant’s relevant information in the NDIS Business System (System)
• Contact the participant to book their participant requested reassessment meeting.

Note: In this SOP, the term ‘participant’ may also refer to the participant’s child representative, plan nominee or authorised representative.

Recent Updates

A summary of recent updates follows:

Date	What’s changed
August 2022	Language updated to align with the amendments to the NDIS Act that came into effect on 1 July 2022. Plan Review has been updated to plan reassessment. The name of this SOP has been changed from ‘Pre-check and book CEO-initiated plan review more than 100 days of plan review date’ to ‘Pre-check and book CEO- initiated plan reassessment more than 100 days of plan reassessment date’.
March 2022	Minor updates to section 3.1 to support the release of Our Guideline — Appointing a nominee and Our Guideline — Child representatives.
November 2021	New SOP to support staff to book a participant requested reassessment appointment.

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Standard Operating Procedure

FOFAIGHY398

2. Checklist

| Topic | Checklist | | Pre-requisites e National Access and Reassessment Branch (NARB) have made a decision that a reassessment is required. For help to draw down the work item, go to Standard Operating Procedure - Draw down and manage work items in Work Load Manager. ‘ You have drawn down a change and reassessment request through Work Load Manager (WLM). You have read: · The Conversation Style Guide. The Our Guideline – Changing your plan. the Participant Service Guarantee KPIs and are complying with the response timeframe related to your task.

Actions ‘ · 3.1 Plan reassessment pre-check. (| 3.2 Contact the participant to discuss the plan reassessment type. (] 3.3 Book the participant’s plan reassessment meeting

3. Procedure

A approved participant requested reassessments are received through WLM. Sometimes NARB determines that the request should not be completed as a participant requested reassessment. They may create an Interaction advising a CEO initiated plan reassessment is the most appropriate action. If you receive this interaction, refer to Standard Operating Procedure — Initiate an Agency-initiated plan review more than 100 days from the plan review date.

3.1 Plan reassassessment pre-check

Before you contact the participant or authorised representative to book the plan reassessment meeting, you should: Check the plan reassessment request (PRR) in the System to confirm what changes have been approved by NARB. Refer to Standard Operating Procedure - View, edit or withdraw a plan reassessment request V3.0 2022-08-11 Pre-check and book CEO-initiated plan reassessment more than 100 days of plan reassessment date Page 2 of 8 The document is uncontrolled when printed.

Standard Operating Procedure

FOFAIGHY398

2. Check for an Open Interaction assigned from NARB. This will be:

e interaction Template – Participant requested plan reviews – Plan review requested by participant

3. Work through 3.1.1 – Plan reassessment pre-check table to review and update the participant’s record in the System and to help understand their situation.

4. Record relevant information and follow-up actions in an Interaction for the plan developer to consider. If you are:

e NDIS staff, use Interaction Templates – Reassessments and variations – NDIS staff: pre-check and booking Interaction.

e a Partner, use Interaction templates – Reassessments and variations – Partners: pre-check and booking Interaction.

Note: For BSOs and PSOs some follow-up steps in the pre-check are optional.

3.1.1 Plan reassessment pre-check table

Pre-check	Where to find information
Check the participant record for who to contact and how to book the participant’s plan assessment meeting. Check:	View Details in the System -
Standard Operating Procedure — Assist the participant with their preferred method of communication
extracted from original text - redacted: s22(1)(a)(ii) - irrelevant material
the participant’s preferred contact method and communication preferences	Standard OperatingProcedure — Add a contact
The relevant contacts and their details, including nominees, child representatives, my NDIS contact, support coordinator	Standard Operating Procedure — Determine or revoke a child representative
if there is a court appointed guardianship order and the details of this order are accurately recorded.	Standard Operating Procedure — Record a nominee request
Check for existing complaints.	View My Requests in System - Standard Operating Procedure — Record,
vieextracted from original text - redaction code missing w and update a complaint

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Standard Operating Procedure

For Internal Use Only

Pre-check	Where to find information
Follow up with the complaints officer assigned to an open complaint to see if you can resolve the matter.	View Internal Use in System –

                                             [Standard OperatingProcedure — View or edit an alert]() |

| If you cannot make contact with the complaints officer, email the complaints team.| View Interactions in System Standard Operating Procedure — Create, assign, search and edit an Interaction | | Check Alerts, which may influence how the plan reassessment meeting is held. For example, if the participant needs a home visit only or face-to-face meeting, you must offer a face-to-face meeting. | ViewInternalUseinSystem– StandardOperatingProcedure—Vieworeditanalert | |Check for outstanding internal reviews (s100) requiring action.Follow guidance from AlertorcontacttheInternalreviewofficerforadviceabouthowtoproceedwiththerequestedreassessment. Note:BSOsmaymakethiscontactdirectlyandrecordtheinformationintheInteraction.Ifcontactismade, recordafollowupactionintheineractionfortheplan developertoconsider.| ViewInternalUseinSystem - StandardOperatingProcedure—Vieworeditanalert. [StandardOperatingProcedure—Vieworeeditanopenrequestforinternal review]|| |Checkfornewreportsorinformaionindicatingachangeincircumstancesorsupportrequired. Examples: s \u2034 support coordination progress reports or therapy reports.|| View Documents in System – Manage inbound documents || |CheckforpendingAdministrativeAppealsTribunal(AAT)decisions. e Email the legal team at AATApplications@ndis.gov.au for advice about how to proceed.|| View Internal Use in System - Standard Operating Procedure — View or edit an alert |

Standard Operating Procedure

Where to find information

Note: BSOs may make this contact directly and record the information in the Interaction. If contact is not made, record a follow-up action in the Interaction, for the plan developer to t consider.

3.2 Contact the participant to discuss the plan reassessment type

3.2.1 Contact the participant and verify identity

Check the identity of a person or representative from an organisation you are contacting before disclosing any personal or sensitive information. This includes the participant, child representative, informal support, correspondence nominee, plan nominee or payee, other third party or organization.

Contact the participant using their preferred contact method

If the person does not identify as the participant refer to Standard Operating Procedure — Record and verify identity and the Standard Operating Procedure — Verify identity for a third party organization for next steps.

Continue to attempt to contact the participant using the Unable to Contact process

If you are unable to contact the participant after at least 5 reasonable attempts refer to Standard Operating Procedure – Unable to contact the participant

3.2.2 Provide information about the purpose of the appointment booking call

The following steps are a guide for your conversation. Use participant centred language that the participant will understand. Learn more in the Conversation Style Guide.

1. Discuss the purpose of the call.

   • I am calling to talk to you about your NDIS plan. You requested a reassessment so we would like to discuss the next steps. -I’d like to ask you a few questions and then book an appointment for you to have with your plan developer; do you have time now?

2. If the participant: e has time for the call, continue to 3.3 Book the participant’s plan reassessment meeting

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Standard Operating Procedure

• does not have time for the call, refer to local arrangements to schedule a new appointment time.

3. Update the Open Interaction from NARB identified in 3.1 Plan reassessment pre-check to record your contact with the participant.

Book the Participant’s Plan Reassessment Meeting

1. Arrange the appointment for the participant’s plan reassessment meeting. · How would you prefer to have this appointment? We can offer a face-to-face, a virtual or online meeting or a phone conversation.

Note: You must offer a face-to-face meeting if you find an Alert such as home visits only or face-to-face. You should arrange a virtual meeting if a face to face meeting is not possible. · Do you require any additional communication support? · Is there a day and time you prefer? · Would you like anyone else to attend? · Do you have a copy of your current NDIS plan? If not, would you like me to send it in the mail? Are you able to go to the myplace portal and look at the plan before the appointment? · Do you have any assessments, reports or other supporting information you want to share before we chat about your next plan? For example, reports from allied health providers, support coordinators or plan managers? If so, are you able to upload them in the myplace portal before the appointment? · Thank you for your time. I have arranged your plan reassessment meeting for <date/time> and it will be held by <office location/offsite/phone/virtual>.

2. Create a calendar booking for the plan developer to complete the plan reassessment meeting.

3.3.1 Send Appointment Letter

1. Send an Appointment confirmation letter to the participant.

3.3.2 Complete the Interaction

1. Update the Open Interaction from NARB identified in 3.1 Plan reasassessment pre-check to record details of:

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Standard Operating Procedure

• The appointment
• Your conversation with the participant
• Any other relevant information.

note: This interaction is to be updated in addition to completing Interaction templates - Reassessments and variations– NDIS staff: pre-check and booking or Interaction templates - Reassessments and variations– Partners: pre-check and booking

3.4 Next steps

The plan developer contacts the participant at the agreed time to complete the plan reassessment using either:

• Standard Operating Procedure – Complete a plan reassessment (full)
• Standard Operating Procedure – Complete a plan reassessment (light touch).

4. Related procedures or resources

• Our Guideline – Changing your plan
• Conversation style guide
• Standard Operating Procedure – Complete a plan reassessment (light touch)
• Standard Operating Procedure – Complete a plan reassessment (full)
• Standard Operating Procedure – View, edit or withdraw a plan reassessment request
• Standard Operating Procedures – Update participant details
• Practice Guide – Safeguarding the participant’s interests
• Standard Operating Procedure – Unable to contact the participant
• Interaction templates – Reassessments and variations
• Our Guideline – Appointing a nominee
• Our Guideline – Child representatives
• Standard Operating Procedure – Appoint or decline a nominee
• Standard Operating Procedure – Determine or revoke a child representative
• Standard Operating Procedure – Add the guardian as a contact.

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Standard Operating Procedure

5. Feedback

If you have any feedback about this Standard Operating Procedure, please complete our Feedback Form.

6. Version control

| Version | Amended by | Brief Description of Change |

:——
:—————————————————————————––
1.0
SMO075
lNL387
2.0
APPROVED
3.0
Agency-initiated has been replaced with CEO-initiated.
APPROVED

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