DOCUMENT 15 FOIOFFICIAL23/24-1198 SGP Knowledge Article Template For Internal Use Only
The contents of this document are OFFICIAL.
Prepare to submit a plan change request
This article provides guidance for a local area coordinator, early childhood partner, planner delegate, payments officer, review officer, complaints officer, participant support officer, access delegate, technical advisors, National Contact Centre, liaison officers (HLO/JLO), complex support needs (CSN) planner to:
• check authority to request a plan change • check supporting information for a plan change request • understand if the participant is at risk • check if the participant’s current plan is in PACE or SAP CRM • check for open plan change cases • determine the plan change type.
Recent updates
22 April 2024
• Renamed article from Create a plan change request to Prepare to submit a plan
change request. • Removed content describing plan reassessment and plan variations request
categories. Content moved to article Understand and choose the right plan change
request. • Removed content that explains how to create a plan change case. Content moved to
articles Create a participant plan change request where the legislative type isn’t
specified, Create a plan variation (s47A) request, and Create a plan reassessment
(s48) request. • Added content that explains how to check if the plan is in PACE. • Added content that explains how to check for open cases. • Updated Next Steps.
Before you start
You have:
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• received a plan change request. • read and understood Our Guideline – Changing your plan (external) • read and understood Our Guideline – Your privacy and information (external).
Check authority to request a plan change
When there’s a request for a plan change, you’ll need to determine whether the person is authorised to make the request. You can only accept a plan change request from a participant or authorised representative.
If you think there’s a risk to the participant, refer to section Understand if the participant is at risk in this article.
To learn more about authorities, refer to Our Guideline – Your privacy and information (external).
Verify identity and consent
When a plan change has been requested, you must:
• let the person know that you need to confirm their details before proceeding • complete a security check by requesting 3 pieces of personal or unique information
about themselves. Unique means that a limited number of people would be able to
provide the information. For example, date of birth, home address, mobile phone
number or email address.
If the person requesting the plan change isn’t the participant, you’ll need to check the person has the authority to make the request. Go to article Check consent, nominee, child representative or self-representation authorities. The person will need to have the Submit a request for a Plan Change authority.
If the person advises they have consent, but this isn’t recorded in PACE, you won’t be able to proceed. To learn more, go to article Consider a request for personal information. You can make an outbound call to the participant or their authorised representative to gain consent to proceed.
Note: If the person is recorded in SAP CRM but hasn’t transitioned to the PACE person account, you must verify their identity and consent. Go to articles Understand consent requirements and Understand the articles to use for the Managed Authorised Representative case.
If you’re unsure if the person asking for the plan change has the authority or consent to do so, talk to your line manager. They may also seek advice from privacy@ndis.gov.au.
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For more information go to Our Guideline – Your privacy and information (external).
Check supporting information for a plan change request
You can receive a plan change request verbally, in an email or in a change of circumstances form. The change of circumstances form doesn’t have to be completed to submit a plan change request.
The participant or authorised representative may provide information to support their plan change request which shows their situation has changed. This can include new assessments or reports about disability-related support needs. You’ll need to add this to the plan change case. Go to article Add documents to a case.
Make sure the participant or authorised representative has submitted all the information to support their request. This needs to be submitted before you create the plan change request.
You must:
• link any evidence to the plan change case. Refer to article Add and link evidence to
a case. • tell the participant or authorised representative they will receive a letter once the
plan change request is created. The letter will have information about what to expect
when a request is created. Go to article Check a person’s preferred contact method
to confirm how the letter will be received.
You should make sure all of the participant information recorded in PACE is correct. If it’s not, create the relevant cases in PACE to capture any information relating to the participant’s request. These may include:
• an Update Person Account case to capture any change to the person account,
including recording new disabilities, if applicable. Refer to article Update a person
account. • a Check-In case to talk to the participant and find out more about the change in their
situation. Refer to article Create a check-in case.
Include as much relevant information as possible for the delegate to consider when reviewing the plan change request.
Understand if the participant is at risk
You may identify that the participant is at risk because of a change in their situation or as part of the plan request.
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Note: If you identify an imminent danger or risk, you should contact the appropriate emergency service on 000.
When you create the plan change request, you must complete the risk matrix. This is where you can escalate the request, if required.
You may need to report a risk to the participant using the Participant Critical Incident Framework on the Participant Critical Incidents intranet page.
Note: Reportable Participant Critical Incidents must be reported in a Participant Critical Incident case.
For information on reportable incidents, refer to articles Understand participant critical incidents and Create a participant critical incident case.
If you need further assistance, contact your line manager to discuss the next steps. Partners in the Community (PiTC) or National Contact Centre (NCC) staff, contact your supervisor or manager.
Check if the current plan is in PACE or SAP CRM
You’ll need to check if the participant’s current plan is in PACE or SAP CRM. There are multiple ways to check this including:
• from the Person Account, select the Details tab. Under the Overview heading,
next to Current Plan, it will say SAP CRM Plan • from the Person Account, select the Details tab. Under the Account Information
heading, check Planning Ceased In SAP CRM. If No, the participant’s plan is still in
SAP CRM • from the Person Account, select the My Profile tab. Select the Plan tab. If there
are no plans listed under the Plan heading, the participant’s plan is still in SAP
CRM.
If the participant’s current plan is in SAP CRM, a CEO’s own initiative s48 plan change is required to transition the participant’s plan from SAP CRM to PACE. Go to article Create a plan reassessment (s48) request.
Check for open plan change cases
You must check if the participant already has an open plan change case before you create a new one. This is to make sure there aren’t duplicate cases for the same request.
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Note: If there is in an Internal Review case which relates to the same request. Do not create a new plan change request. You’ll need to create an internal note on the internal review case for the review delegate to action. Go to article [Log an activity or internal note](/foi-library/releases/23fb25e35a95-foi-24-25-0519-decison-document/document-001__log-an-activity-or-internal-note/).
To check for any open plan change cases:
-
On the Person Account, select the Cases tab.
-
Under Open Cases, select the Case Record Type heading to sort the list of open cases.
-
Review if there are any additional plan change cases before you continue. If there are no open plan change cases, go to section Determine the plan change type in this article.
-
If there’s one or more open plan change cases, you’ll need to determine if this is an additional request or if it’s further information about an existing request.
• If it’s further information for an existing request, you’ll need to add this to the existing
case. Go to article Add documents to a case. You’ll also need to log an activity with
what information has been provided. Go to article Log an activity or internal note. • If it’s an additional plan change request, go to the Decision tab in the plan change
case and check the legislative type under the legislative type details heading.
If the existing plan change request is:
• s47A, you’ll only be able to create another s47A request. Go to article Create a plan
variation (s47A) request. • s48, you’ll only be able to create another s48 request. Go to article Create a plan
reassessment (s48) request. • Unknown, you’ll be able to create a participant plan change request, a s48 request,
or a s47A request. Go to article Create a participant plan change request where the
legislative type isn’t specified.
If the new request is a different legislative type than above, you’ll need to create a new plan change case to capture the new request.
You’ll need to close the plan change case if:
• There’s no plan change request recorded, or • There’s a closure reason, but the case is still open.
To do this, go to article Cancel or close a plan change case.
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If the participant’s circumstances have changed from the original request, you can discuss with them if they want to withdraw any of the open requests. To withdraw a plan change request, you’ll need the consent of the participant or authorised representative. Go to article Withdraw a plan change request.
If the request has been withdrawn, you can create a new plan change request that captures the participant’s current circumstances.
Determine the plan change type
You’ll need to decide what the participant is requesting. Go to article Understand and choose the right plan change request to understand:
• plan change requests • internal review requests • situations that don’t require an internal review or plan change.
Next Steps
If you haven’t decided the legislative type of the plan change request and the participant hasn’t specified the type of plan change request, go to:
• Create a participant plan change request where the legislative type isn’t specified.
If you have decided or the participant has requested a specific type of plan change request, go to:
• Create a plan variation (s47A) request or • Create a plan reassessment (s48) request.
Article topics and case names – internal use only
Topics
This article relates to the following topics:
• t_planchanges • t_reviewingdecisions
User roles
• dc_users_complaintsofficer • remove: dc_users_nationalreassessmentdelegate
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• remove: dc_users_technicaladvisors • dc_users_participantsupportofficer • dc_users_plannernonpartneredarea
Case names
You can use this guidance for the:
• dc_case_participantbudgetupdate • dc_case_planchange
Version control
Version Amended Brief Description of Change Status Date by
5.1 CW0032 Class 2 Approval APPROVED 2023-10-27
5.1 AMK633 Continuous improvement DRAFT 2023-10-30
5.2 BCK161 Peer review DRAFT 2023-11-03
5.3 AMK633 Action peer review DRAFT 2023-11-03
5.4 EJW711 EL1 review DRAFT 2023-11-07
5.5 AMK633 Action EL1 review DRAFT 2023-11-08
5.6 JS0082 EL2 review to progress to BiLs DRAFT 2023-11-14
5.7 GBD Transfer BiL feedback DRAFT 2023-12-01
5.8 BCK161 Action BiL feedback DRAFT 2023-12-05
5.9 BCK161 Actioning BiL feedback DRAFT 2023-12-06
12/12 actioned Hypercare feedback
5.10 JS0082 EL2 review DRAFT 2023-12-13
5.11 BCK161 Action EL2 review DRAFT 2023-12-14
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Version Amended Brief Description of Change Status Date by
5.12 BCK161 Collate SME feedback DRAFT 2024-01-30
DCM308 • Service Delivery Business
Implementation Lead
5.13 BCK161 Action BIL feedback DRAFT 2024-01-30
DCM308 Cleaned for BIL endorsement
5.14 DCM308 Collate and action additional SD BiL DRAFT 2024-01-31 feedback. CW0032 BM review
5.15 DCM308 Action BM feedback DRAFT 2024-02-01
Progressed for Class 2 approval
5.16 BCK161 Action BM feedback DRAFT 2024-02-06
5.17 EJW711 EL1 review DRAFT 2024-02-15
Added by BCK161 as was missing.
5.18 BCK161 Action EL1 review DRAFT 2024-02-15
5.19 DCM308 Added new section to capture subject DRAFT 2024-02-22 line as per hypercare ticket request: [SGPPCC-628] KA - Create a plan change request - Jira (ndis.gov.au)
5.20 JS0082 Class 2 review with comments DRAFT 2024-02-23
5.21 BCK161 Action EL2 review DRAFT 2024-02-23
5.22 BCK161 Transfer and action BiL and SME DRAFT 2024-02-27 feedback
5.23 BCK161 Transfer Partner feedback DRAFT 2024-03-06
SGH107
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Version Amended Brief Description of Change Status Date by
5.24 EJW711 Added feedback about plan change DRAFT 2024-03-07 summary
5.25 UFEX8 Plan change summary as per EL1 DRAFT 2024-03-07 feedback and actioning partner feedback. BCK161
5.26 DCM308 Peer review DRAFT 2024-12-03
5.27 UFEX8 Action peer review feedback DRAFT 2024-03-13
5.28 UFEX8 Clean version created for VT DRAFT 2024-03-14
5.29 UFEX8 Actioned VT Feedback DRAFT 2024-03-14
5.30 EJW711 EL1 review DRAFT 2024-03-19
5.31 UFEX8 Action EL1 feedback DRAFT 2024-03-20
5.32 JS0082 EL2 review DRAFT 2024-03-25
5.33 DCM308 Action EL2 feedback DRAFT 2024-03-25
Cleaned and sent for BiL review
5.34 CW0032 BM review DRAFT 2024-04-02
5.35 SGH107 Action BM review feedback DRAFT 2024-04-02
5.36 SGH107 Collate SME & BIL feedback DRAFT 2024-04-12
5.37 DCM308 Action SME and BIL feedback DRAFT 2024-04-16
EMN960 EL2 Director review
5.38 DCM308 Action EL2 feedback DRAFT 2024-04-17
Sent for BM approval
6.0 JC0088 Class 3 Approval DRAFT 2024-04-18
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