Standard Operating Procedure

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

This Standard Operating Procedure (SOP) will support you to begin the check-in process and:

use the plan reassessment pre-check table to review the participant’s relevant information to form a view of the appropriate plan reassessment type.
contact the participant to book their check-in.
arrange the relevant plan reassessment type.

Note: This SOP refers to CEO-initiated plan reassessments started within 100 days of the plan reassessment date. The NDIS Business System (System) refers to these as scheduled reviews (renewal, longer term renewal, light touch or full); however, this language is for internal use only. The outcome for the participant remains a plan which meets their needs based on their circumstances.

in this SOP, the term participant may also refer to the participant’s child representative, plan nominee or authorised representative.

Recent Updates

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. Agency- initiated has been updated to CEO- initiated.

The name of the SOP has been changed from ‘Pre-check and book Agency- initiated plan review within 100 days of plan review date’ to Pre-check and book CEO — initiated plan reassessment within 100 days of plan reassassessment date—to align with legislation amendments.

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Standard Operating Procedure

Date | What’s changed :⁉-:| March 2022 | Section 3.1 updated to encourage review of nominee appointments and checking for end-dates of nominee or child representative appointments. This update was made to support the release of Our Guideline – Appointing a nominee and Our Guideline – Child representatives. August 2021 | SOP name changed from Scheduled plan review pre-check and appointment booking to Pre-check and book agency-initiated plan review within 100 days of plan review date. Updates to: | e introduction with a reminder that the plan review type language in the System is for internal use only | e language updated to align with Our Guideline – Plan reviews. August 2021 | Related procedures and resources now includes a link to Standard Operating Procedure — Complete a plan review (longer term renewal). The pre-check table has been updated. Plans completed using the older Risk Assessment format can now be renewed.

Checklist

Topic	Checklist
Pre-requisites	Q) The participant has an approved plan due for a reassessment within 100 days.
You have:
Q) read the Our Guideline - Changing our plan
Q) read the Practice Guide – Early childhood plan reviews, for participants younger than 7
Q) considered the plan change types, using the Support tool to determine CEO- initiated plan reassassessment type within 100 days of plan reassessment date

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Standard Operating Procedure

The Participant Experience Delivery (PED) Key Performance Indicators (KPIs) and are complying with the PED KPI and target relevant to this task.

Checklist:

read and understood the Participant Experience Delivery

Actions:

3.1 Plan reassessment pre-check
3.2 Contact the participant to discuss the plan change type
3.3 Book the participant’s plan reassessment check-in

3. Procedure

3.1 Plan reassassment pre-check

A pre-check of the participant’s relevant information is required between 8 and 12 weeks prior to the plan reassassessment date. This will support you to form a view of the appropriate plan change type before contacting the participant.

Send the Letter — Upcoming CEO-initiated Plan Reassessment reminder to the participant and/or their representative up to 100 days prior to the plan reassessment date.
Work through the plan reassessment pre-check table to:
- review information in PANDA Live, including the recommended plan change type
- review the participant’s record in the System to help understand their situation To learn more go to the Support tool to determine CEO-initiated plan reassessment type within 100 days of plan reassessment date for additional guidance.
- form a view of the appropriate plan change type.

The relevant information and follow-up actions should be recorded in an Interaction for the plan developer to consider. Refer to the Interaction Templates – Reassessment and variations using either:
* NDIA Staff: Pre-check and booking interaction Partners: Pre-check and booking interaction. Note: Partners in the Community also use the above process. For Business Support Officers (BSOs) some follow-up steps are optional. V3.0 2022-08-10 Pre-check, book CEO-initiated reassessment within 100 days Page 3 of 15 This document is uncontrolled when printed.

Plan Reassessment Pre-Check Table

Pre-check: Where to find information

Review the participant record for who to contact and how to book the participant’s plan reassessment check-in.

Assist the participant with their preferred method of communication [Standard Operating Procedure — Assist the participant with their preferred method of communication]
Add a contact [Standard Operating Procedure – Add a Contact]
Determine or revoke a child representative [Standard OperatingProcedure— Determine or Revoke A Child Representative ]
Record a Nominee Request[Standard operating procedure–Record a nominee request]. *Appoint Or Decline A Nomineee.[standard operationg proceudre - appoint or declien an nomniee.] View The Participant’S Current Plan. View Internal Use in System – Standard Operationg Procuure– view/edit alert

The relevant contacts and their details, including nominees, child representatives, my NDIS contact, support coordinator if there is a court appointed guardianship order and the details of this order are accurately recorded.:

Check Alerts, which:

May influence the plan change type, such as Supported Independent Living (SIL).
May Influence How The Plan Reassessment Check-In Will Take Place. For example, If the participant needs face-to-face or home visits only, you must offer a Face to Face Appointment.
may influence who the meeting Is held With ,or Who Needs To Be Present . If the participant has a nominee, child representative, or guardian, check if the relationship Has An End Date In The system . Consider if:

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Standard Operating Procedure

Pre-check

the participant still wants a nominee
there are any available supports to build
the participant’s decision making skills
the participant is approaching their 18^th birthday, the child representative role will automatically end.

Where to find information

Standard Operating Procedure – Determine or revoke a child representative
Standard Operating Procedure - Add the guardian as a contact Our Guideline — Appointing a nominee our guideline—child representatives Review the participant record to familiarise yourself with the participant’s situation and identify if you need to discuss and update details. Consider:
the participant’s housing and accommodation information, including their address and contact details
if there is consent to share information or the plan
bank details
if there is only one provider involved Note: this may not always represent a risk. For example, early childhood participants may have one provider under the key worker model. any involvement with mainstream interfaces, for example, justice or hospital system. View Details in System -
Standard operating procedures — Update Participant Details
[ Standard Operating procedure–Update Housing And Accommodation Detailes] (https://www.ndis.gov.au) standard operationg procedue – check third party content of authority standard operatin proceure – Record Third Party Consent standar opreating procudre- withdraw change thrid patry consnt stdard opratng prcedur - collect ad updat bank account detail stdand oerating pocrdeu view aproved bak detais stadrd opeartin pocedrue create assign search edit an interaction panda live intranet page practice guide safeguarding te partcipant interest View The Particpant’s Current Plan V3.0 2022-08-10 Pre-check, book CEO-initiated reassessment within 100 days Page 5 of 15 This document is uncontrolled when printed.

Standard Operating Procedure

PANDA Live intranet page

Pre-check Where to find information

Check the participant’s date of birth.

Examples: Are they turning 18 or 65, transitioning from the early childhood approach or other possible life transitions like starting or leaving school.

View Details in System -

Standard Operating Procedures — Update participant details

our Guideline — Child representatives

Check for Open Interactions which may impact the plan change type, including:

action to be taken as part of a plan reassessment. For example, complaints, Alerts or reassessment requests
achange in situation requiring a change to funded supports.

View Interactions in System -

Standard Operating Procedure – Create, assign, search and edit an Interaction

Check for existing complaints. * e Follow up with the complaints officer assigned to an open complaint to see if you can resolve the matter. * e If you cannot make direct contact with the complaints officer, email the complaints team.

View My Requests in System -

Standard Operating Procedure – Record, view and update a complaint

View Internal Use in System -

Standard Operating Procedure – View or edit an alert

View Interactions in System – Standard Operating Procedure – Create, assign, search and edit an interaction

Check for outstanding internal reviews (s100) requiring action. * e Follow guidance from the Alert or contact the internal review officer for advice about how to proceed with the CEO-initiated plan reassessment

View Internal use in system -

standard operating procedure — View or Edit An Alert

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Standard Operating Procedure

Pre-check

note: BSOs may make this contact directly and arecord the information in the interaction. if contact is not made, record a follow-up action in the interaction, for the plan developer to consider.

Check for outstanding ceo-initiated or participant equested reassessment (s48) requiring action.

For advice on how to proceed with the plan ereassessments contact either:

e The National Access and Reassessment Branch (NARB) for requests not yet arranged, or

e The assigned NARB delegate.

note: bso’s may make this contact directly and arecord the information in the Interaction. If contact is not made, record a follow-up action in the interaction, for the plan developer to consider.

View Internal Use in System — Standard operating procedure – View or edit an alert

standard operating procedure – view, edit or withdraw a Plan Reassessment Request

Check for pending Administrative Appeals Tribunal (aat) decisions.

e Email the legal team at AATApplications@ndis.gov.au for advice about how to proceed.

note: BSOs may make this contact directly and arecord the information in the interaction. if the contact is not made, record a follow-up action in the interaction, for the plan developer to consider.

view internal use in system - standard Operating Procedure - View or Edit An Alert

check for new reports or information indicating a change in situation or support required.

examples: Support coordination progress reports or therapy reports.

view documents in system— Standard Operating Procedure– Manage inbound Documents

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Standard Operating Procedure

Pre-check | Where to find information

Check the participant’s primary and secondary disability. Example: If there is evidence a change in the participant’s primary or secondary disability may result in a change to functional capacity, you may need to initiate a plan reassessment (full). View Disabilities in System – Standard Operating Procedure— Add or change disability.
Check Streaming to determine if the participant has an appropriate level of support to engage with the NDIS. View Streaming in System– Standard Operating Procedure - Update participant streaming
Check plan management type. Note: Plan reassessment (renewal) is not appropriate if the participant requests a change in plan management type. *View Planning — Determine Plan Management in system - Standard Operating Procedure — Complete the Determine Plan Management task * View the participant’s current plan

Check plan duration. Note: You can only initiate a plan reassessment (renewal) in the System if the current plan duration is more than 11 months. *View Preplanning —Complete Risk Assessment in System- Standard Operating procedure — complete The risk assessment Task. view the participants Current plan

*Check for SIL arrangements. Note:Plan Reassessment(Renewal)may be Appropriateifthereisnomaterialchangetotherosterofcare. *View Pathway-Planning-Determine Funded Supports InSystem– Standard operatingProcedure – Include supported independent living supportsinplans viewtheparticipantscurrentplan

Standard Operating Procedure

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Where to find Information

Check for assistive technology (AT) and home modifications.
- Action any outstanding AT and home modification requests and Interactions. View ATHM and Pathway — Implement – Provider Quotations in System View the participant’s current plan
Check if the participant is receiving compensation or has received compensation. View Pathway - Planning - Determine Funded Supports in System View Pre-planning — Complete Risk Assessment in System - Standard Operating Procedure — Complete the Risk Assessment task View the participant’s current plan
Check for in-kind support items. View Pathway - Planning - Determine Funded Supports in System View Pre-planning — Complete Risk Assessment in System - Standard Operating Procedure — Complete the Risk Assessment task View the participant’s current plan

Contacting Participants: Discuss Plan Reassessment Type & Verify Identity

You must establish 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.
Verify the identity of the participant by asking for details you can check in the system, such as their date of birth and address.

Standard Operating Procedure

Verify the identity of third party representatives or third party organisations using the guidance in Standard Operating Procedure – Record and verify identity for an individual and Standard Operating Procedure – Verify identity for a third party organisation. If the person does not identify as the participant, do not proceed with the call. Record the contact attempt in the Contact Participant task. Learn more in Standard Operating Procedure – Complete the Contact Participant task for assistance. 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 language the participant will understand and be participant centred. -\ Discuss the purpose of the call. * I am calling to talk to you about your/your child’s NDIS plan. * Your/your child’s plan is due for reassessment very soon and we would like to discuss the next steps. * I’d like to ask you a few questions and then book a check-in conversation for you to have with your plan developer, do you have time now? \ If the participant has time for the call, continue to 3.2.3 Ask initial screening questions. \ Record your contact with the participant in an Interaction using the Interaction Templates - Pre-planning - Plan Preparation. \If the participant cannot continue with the call: * book a time to call again record the re-scheduled time and date in the Contact Participant task. A call back task is sent to your inbox to contact them at the arranged time. at the arranged time contact the participant and book their appointment.

3.2.3 Ask initial screening questions

This step may be performed by BSOs. Based on the plan reassessment pre-check and your view of the appropriate plan change type you will ask the participant further questions. This will help you to recommend the plan change type. V3.0 2022-08-10 Pre-check, book CEO-initiated reassassessment within 100 days Page 10 of 15 This document is uncontrolled when printed.

Standard Operating Procedure

You can change the plan change type if you identify that another type of plan reassessment may be better suited. This may be due to the identification of a risk, AT, plan utilisation or any other considerations, which you might discuss with the participant.

Consider discussing with the participant:
- Can you tell me about what has gone well since your last plan was approved?
- Has there been anything you have found difficult?
- Have you been able to access and use the supports in your plan?
- Are family or friends still able to help you?
- Has there been any major changes in your life? For example, moving house or planning to move, starting childcare or preschool, starting or finishing school, starting a new job?
- Would you like to discuss any changes to your plan goals, funded supports or plan management at your plan reassessment check-in?

Recommend the plan change type based on:
- the above responses
- the information from the plan reassessment pre-check
- the recommended plan change type from PANDA Live
- the Support tool to determine CEO-initiated plan reassassessment type within 100 days of plan reassessment date.

Book the Participant’s Plan Reassessment Check-In

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

A note: You should only offer a face-to-face appointment if you determine it is an appropriate option. You must offer a face-to-face meeting if you identify an Alert such as Home Visit Only or Face-to-Face Required. You should arrange a virtual meeting if a face-to-face meeting is not possible.

* Do you require any additional communication assistance?

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Standard Operating Procedure

Is there a day and time you prefer? Allow a longer meeting time for a plan reassessment (full) appointment.
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 and 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 next plan reassassessment check-in for <date/time> and it will be held by <office location/offsite/phone/virtual>.

Create a calendar booking for the plan developer to complete the plan reassessment check-in.

3.3.1 Send Appointment Letter

Send an Appointment reminder letter to the participant.

3.3.2 Complete the Interaction

Using the Interaction Templates – Reassessment and variations, complete either:

NDIA Staff: Pre-check and booking Interaction
Partners: Pre-check and booking interaction.

Update participant details If you identify incorrect participant details, update the System. For example, participant contact details, key contact relationships and details, preferred communication method, consent or alerts. Refer to Standard Operating Procedure – Update participant details and Standard Operating Procedure – Update housing and accommodation details.

3.3.3 Complete the Contact Participant Task

Complete the Contact Participant task using the Standard Operating Procedure - Complete the Contact Participant task.

3.3.4 Initiate the Plan Reassessment

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Standard Operating Procedure

A description or reference number: FOIOfficial22/23-1398

For Internal Use Only

The following steps are outlined for initiating and managing plan assessments.

e Initiate the plan reassessment in the System using the Standard Operating Procedure - Initiate a CEO-Initiated Plan Reassessment Within 100 Days Of The Plan Reassessment Date.

Note: You must cancel the reassessment application if the plan change type changes. You will need to initiate a new reassessment application with the updated assessment and re-enter the participant information into the system. See also Standard Operating Procedure – Cancel A Plan Assessment Application.

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4. Related procedures or resources

National Disability Insurance Scheme Act 2013
National Disability Insurance Scheme (Support for Participants) Rules 2013
Our Guidelines - Reviewing our decisions
Our Guideline – Changing your plan
Our Guideline – Appointing a nominee
Our Guideline – Child representatives
Conversation Style Guide
Standard Operating Procedure – Support tool to determine CEO-initiated plan reassessment type within 100 days of plan reassessment date
Standard Operating Procedure – Complete CEO-initiated plan reassessment check-in within 100 Days of plan reassessment date
Standard Operating Procedure – Complete a plan reassessment (renewal)
Standard Operating Procedure – Complete a plan reassessment (longer term renewal)
Standard Operating Procedure – Complete a plan reassessment (light touch)
Standard Operating Procedure – Complete a plan reassessmen(full)
Standard OperatingProcedure – Add the guardian as a contact
Standard Operating Procedure – Determine or revoke a child representative
Standard Operating Procedure – Appoint or decline a nominee

5. Feedback

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

Version control

A table showing version history:

Version	Amended By	Brief Description of Change
1.0	CW0032	Class 2 approved. Endorsed by State Manager NSW/ACT, National Delivery on 13 April 2021.
	LS0042	Title changed from Scheduled Plan Review Pre-check and Appointment Booking to Pre-check and Book Agency-Initiated Plan Review Within 100 days of Plan Review Date. Updates to process and language throughout resource to align with Our Guidelines: Plan Reviews.
2.0	EMN960	Class 1 approval. This resource has been updated to support the release of Our Guideline — Appointing a nominee and align with Our Guideline — Child representatives.
3.0	JS0082	Class 1 approval; updates to align with legislation amendments that came into effect from 1st July

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Pre-check and book CEO-initiated plan reassessment within 100 days of plan reassessment date

Standard Operating Procedure

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

Recent Updates

Standard Operating Procedure

Checklist

Standard Operating Procedure

3. Procedure

3.1 Plan reassassment pre-check

Plan Reassessment Pre-Check Table

Standard Operating Procedure

Standard Operating Procedure

Standard Operating Procedure

Pre-check

Standard Operating Procedure

Standard Operating Procedure

Where to find Information

Contacting Participants: Discuss Plan Reassessment Type & Verify Identity

Standard Operating Procedure

3.2.2 Provide information about the purpose of the appointment booking call

3.2.3 Ask initial screening questions

Standard Operating Procedure

Recommend the Plan Change Type

Book the Participant’s Plan Reassessment Check-In

Standard Operating Procedure

3.3.1 Send Appointment Letter

3.3.2 Complete the Interaction

3.3.3 Complete the Contact Participant Task

3.3.4 Initiate the Plan Reassessment

Standard Operating Procedure

Standard Operating Procedure

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