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Assign and review a plan change case

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DOCUMENT 13 FOIOFFICIAL23/24-1198 Knowledge Article

For Internal Use Only The contents of this document are OFFICIAL.

Assign and review a plan change case

Guidance in this document is not approved for use unless you view it in PACE.

This article provides guidance for a planner delegate or review officer to:

• assign a plan change case • contact the participant • check who requested the plan change • review the plan change request • check the plan change type • add the plan change type on a participant plan change request • review the complexity of the request.

Recent updates

22 April 2024

• Name changed to assign and review a plan change case. • Content from article Reassign a plan change case merged into this article. • Content from article Make a plan change decision merged to this article as content

needs to be done as part of reviewing the case.

Before you start

You have:

• an open plan change case • read and understood Our Guideline – Changing your plan (external).

Assign a plan change case

Once a plan change request is submitted, the plan change case is automatically assigned to the Plan Change Routing Queue. This means the plan change case will automatically be assigned to the next available delegate.

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For Internal Use Only To accept and action a plan change case, you must accept it via the Omni-Channel.

Note: You can only reassign a plan change case once it’s been accepted via the Omni- Channel.

Contact the participant

To progress a plan change request, you might choose to contact the participant or authorised representative. This will help you understand the request and what changes might be needed to the participant’s plan.

To help prepare for your call:

• go to Guide - Conversation style guide to help support your conversation • consider if you have enough information or evidence to make a decision whether or

not to change the plan • review the information in the plan change case • review your reason for the call • familiarise yourself with what you want to talk to the participant or authorised

representative about • where you need to have a detailed conversation, you may need to schedule a

meeting with the participant or authorised representative • book an interpreter if appropriate. Go to article Book translation and interpreter

services.

To record your contact attempts, go to article Contact attempts and unable to contact in a plan change case.

Check who requested the plan change

Plan change requests can be participant requested or CEO initiated. To check who created the plan change request:

  1. In the Plan Change case, select the Decision tab.

  2. Under Requested by:

• if the request is CEO initiated, this will appear as NDIA • if the request is participant requested, this will appear as Participant.

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For Internal Use Only Review the plan change request

To help understand the plan change request:

  1. From the Plan Change case, select the Decision tab.

  2. Select a Plan Change Request to review the:

• type of request • category of the request • information captured as part of the request • risk assessment to check for any identified risks.

You’ll also need to review any supporting documents in the Evidence and Documents tabs

There may be multiple plan change requests. For each request, consider if:

• the request meets the criteria for a plan variation (s47A) under What is a plan

variation? in Our Guideline - Changing your plan (external). • the request meets the criteria for a plan reassessment (s48) under What is a plan

reassessment? in Our Guideline - Changing your plan (external). • there are any reasons why we wouldn’t change the plan. Go to the heading When

would we decide not to change your plan? in Our Guideline - Changing your plan

(external) • you need more information to make a decision. If you need more information Go to

section Contact the participant in this article.

Action a miscategorised plan change

Note: This section is for CEO-initiated request only.

If a CEO-initiated plan change type is incorrect, don’t make a decision on the plan change request. Instead, cancel the plan change case. Go to article Cancel or close a plan change case.

You’ll have to create a new plan change case with the correct request type. Go to article Create a plan variation (s47A) request or Create a plan reassessment (s48) request.

Complete a variation while awaiting a reassessment

You may decide that a participant requires a plan variation (s47A) to access supports while a plan reassessment (s48) is completed. This may include:

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For Internal Use Only • updating a fund management type • changing a stated support provider • adding emergency and crisis funding. For more information, go to article Understand

crisis or emergency funding.

If the variation request is about funded supports, consider whether the participant has enough core flexible funding to cover supports that have been requested. If they do, a plan variation might not be needed.

Note: If the request is for crisis or emergency funding, only add enough funding until a CEO- initiated reassessment can be completed. For example, if the reassessment will be done in 2 weeks, add enough funded supports for 2 weeks only.

Follow the steps below if you decide a plan variation (s47A) is required to meet the participant’s support needs while awaiting a plan reassessment (s48).

  1. Before you action the variation request, you’ll need to create a CEO initiated reassessment request. Go to article Create a plan reassessment (s48) request.

  2. In the Plan change case, select the Decision tab.

  3. Select Update Legislative Type.

  4. Select variation (s47A) as the legislative type and make a decision on the request. Go to article Make a plan change decision.

  5. You’ll need to add additional funded supports to the plan to meet the immediate needs of the participant.

The s48 plan change request in the original plan change case would be marked as Not Required.

Check the plan change type

This section doesn’t apply for CEO initiated plan change requests. Go to section Review the complexity of the request in this article.

Check to make sure the type of plan change is correct. In PACE this is known as the Legislative Type.

To check the plan change type:

  1. In a Plan Change case, select the Decision tab.

  2. Under Legislative Type Details heading, check the Legislative Type.

• s47A for plan variation requests

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For Internal Use Only • s48 for plan reassessment requests • Unknown for participant requested plan change requests. You’ll need to review the

information in the plan change request and add the right plan change type for the

plan change request. Go to section Add the plan change type on a participant

plan change request in this article.

Add the plan change type on a participant plan change request

You’ll need to determine an overall plan change type for a Participant plan change request where the Legislative Type is Unknown. You’ll need to decide which plan change type best suits the request.

If the request has been created as a:

• participant requested variation (s47A) and the request should be a reassessment

(s48). You’ll need to make a decision not to vary and then create a new request for a

CEO’s own initiative reassessment (s48). Go to article Make a plan change decision

then Create a plan reassessment (s48) request. • participant requested reassessment (s48) and the request meets the criteria for a

plan variation (s47A), you can make a decision to vary this request. You’re still

capturing the request, just under a different type of plan change. The option to vary

is available for reassessment (s48) requests. Continue reading this article.

If all requests are for the same plan change type

  1. Select Update Legislative Type.

  2. Select the Legislative Type from the drop-down list.

  3. Select Reason from the drop-down list.

  4. Provide Reason for the change in legislative type in the free text field.

  5. Select Submit.

If there are multiple plan change requests

There may be plan change requests for:

• both a reassessment (s48) and a variation (s47A), or

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For Internal Use Only • multiple plan variation (s47A) requests.

When more than one area of the participant’s plan is impacted, you’ll progress these requests as a plan reassessment (s48). The exception to this is if the s47A variation request is needed to meet a participant’s support needs before the plan reassessment (s48) can be completed. Go to section Complete a variation while awaiting a reassessment in this article.

Review the complexity of the request

You might need to update the complexity of the plan change request based on the evidence linked to the case. You will need to update the complexity if:

• the participant has complex support needs • the request is for complex assistive technology • the request is for complex home modifications.

To update the complexity of the plan change request:

  1. In the Plan Change case, select the Decisions tab.

  2. Select Update Complexity.

  3. Select relevant Complexity from the drop-down list.

  4. If you’ve changed the request to a complex amendment, select Reason for the change in complexity from the drop-down list. Record the Reason in the free text field.

Next steps

  1. You can now make a plan change decision. Go to article Make a plan change decision.

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Version control

Amended Version Brief Description of Change Status Date by

Merged content from reassign a 4.1 DCM308 plan change case and make a plan DRAFT 2024-03-14 change decision.

4.2 SGH107 Peer Review DRAFT 18.03.2024

Actioned peer review. 4.3 DCM308 DRAFT 2024-03-18 Sent for EL1 review

4.4 EJW711 EL1 review DRAFT 2024-03-20

4.5 DCM308 Action EL1 feedback DRAFT 2024-03-20

JS0082 EL2 review 4.6 DRAFT 2024-03-25 DCM308 Sent for VT review

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For Internal Use Only • long sentences: 9.30% • passive voice: 8.84% • readability: 63 • grade level: 6.3

Action EL2 feedback 4.7 DCM308 Collate and action VT feedback DRAFT 2024-03-25 Cleaned and sent for BiL review

4.8 CW0032 BM review DRAFT 2024-04-01

Action BM feedback 4.9 DCM308 DRAFT 2024-04-02 Cleaned and sent for BiL review

4.10 EMN960 EL2 review DRAFT 2024-04-17

Action EL2 review feedback SGH107 4.11 Sent for BM approval DRAFT 2024-04-17 JC0088 BM review

4.12 DCM308 Action BM feedback DRAFT 2024-04-18

5.0 JC0088 Class 3 Approval APPROVED 2024-04-19

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