FOI 24/25-1912 DOCUMENT 6

Create an appointment using the

booking tool

SGP KP Publishing

Exported on 2025-09-10 22:47:51

SGP KP Publishing – Create an appointment using the booking tool

Table of Contents

1 Recent updates …………………………………………………………………………………………………….. 4

2 When to create an appointment……………………………………………………………………………… 5

3 Booking an appointment ……………………………………………………………………………………….. 6

4 Select appointment delivery method ……………………………………………………………………… 7

SGP KP Publishing – Create an appointment using the booking tool

This article provides guidance for a planner delegate, participant support officer, access delegate, local area coordinator, early childhood partner or internal review delegate to understand:

  when you can book an appointment
  how to book an appointment.

SGP KP Publishing – Create an appointment using the booking tool

1 Recent updates

October 2023

Current guidance.

SGP KP Publishing – Create an appointment using the booking tool

2 When to create an appointment

Meeting with participants, authorised representatives or people with a disability occurs at different stages of interacting with us. The appointment booking tool will manage when we meet and why we are meeting.

Appointments can be booked from the following case types:

   access
   budget update
   check-in
  community connections
   early childhood
   enquiry
   internal review
   plan approval
   plan implementation
   plan variation.

Note: You cannot book an appointment from a person record. Appointments can only be generated in the case types listed above.

SGP KP Publishing – Create an appointment using the booking tool

3 Booking an appointment

Record contact attempts

When booking an appointment, you must record all contact attempts. The contact attempts will be recorded on the case and regardless of whether the attempt was successful or unsuccessful. If you cannot contact the person, read article unable to contact.

When contacting an applicant, participant, their provider, or authorised representative, you must first check their preferred communication method and authorisations.

Read the article Check a person’s preferred contact method for guidance on how to check the participant’s preferences and authorisations.

If an update is required, you must create a new update personal details case. Read the article Update a person account for guidance on how to complete the case.

When contacting or meeting an applicant, participant, their provider, or authorised representative, you must log an activity. Activity types include:

  SMS messages
  phone calls
   emails
   face-to-face meeting.

You must also log an activity when contacting or leaving internal details for a NDIS team member via internal notes within the activity panel.

Read the article Log an activity or internal note for guidance on creating case activities.

From the Case Activity tab, Contact Logs can be viewed to see previous contact attempts.

Initiate the appointment booking tool

You can only book an appointment for a Person with Disability or Participant in PACE otherwise you will receive an error message. Check the Tier Role of the person on the General tab of their person record.

Before booking an appointment, consider reading the Conversation Style Guide available via the intranet. This guide helps you conduct conversations with people with a disability, and the people who support them.

1. Search for the person record in PACE.
2. From the account view, select the Cases tab.
3. From Open Cases, select the case that you want to book the appointment for.
4. From the Case view, on the far right hand side, select Schedule an Appointment.

Select Staff

1. On the Select Staff screen, the case owner will be automatically entered in to the Select a staff member field. To search for a different person to complete the appointment, select the Select a staff member field and type the name of the staff member that will complete the appointment.
2. Select the box next to I Acknowledge to confirm that you have verified the identity of the person. To learn more, read article Consider a request for personal information.

SGP KP Publishing – Create an appointment using the booking tool

4 Select appointment delivery method

Face to face appointments

1. Confirm the location of the face to face appointment.  NDIA / Partner Office  Participant’s Home  Other Location
2. Select the reason for the face to face visit. If you select Other, please add the reason for the appointment in the field that appears.
3. Select Next.

NDIA / Partner Office appointments

1. The Enter an address, city or ZIP code field will fill with the person’s home address from their record. The search results will show available NDIA or Partner locations. If the address does not enter automatically, manually enter the address into this field and select Search (magnifying glass).

   Note: The default range is 10km from the person’s address. This can be changed to increase the range and show more office locations.

2. Select the office location where the appointment will be held.

   Note: As PACE does not link with Outlook, you will still be required to book a room at the selected site through Outlook for this appointment.

3. Select Next. Continue reading from Select Appointment Time.

Participant’s Home

1. Before booking this appointment, please read the Warning associated with this appointment type.
2. Select the box next to an address in the list and select Next. o Address will be automatically filled from the address listed on the person record. o Alternate Address can be used if the person would like to hold the appointment at a different address. To learn more, read articles How to add an alternate address for a shared dwelling or residence and When to select an alternate address. Note: if an address is not recorded correctly on the person record, this may result in error during this step.
3. Off-system step: Complete a pre-visit risk assessment and upload a copy of the completed risk assessment to the person record.
4. Select the box next to I acknowledge to confirm that you will complete the risk assessment and upload a copy to the person record prior to attending the appointment.
5. Add Additional Notes if required for the risk screening.
6. Select Next. Continue reading from Select Appointment Time.

Other Location

1. Before booking this appointment, please read the Warning associated with this appointment type.

SGP KP Publishing – Create an appointment using the booking tool

Note: You will need to confirm with the person if this address is permanent or only being used for this appointment. Read article Update participant details if this address needs to be recorded as an alternate address.

2. The Country field will default to Australia and the State field will default to the person’s home state.
3. Complete the Street, City and Postal Code fields and select Next.
4. Off-system step: Complete a pre-visit risk assessment and upload a copy of the completed risk assessment to the person record.
5. Select the box next to I acknowledge to confirm that you will complete the risk assessment and upload a copy to the person record prior to attending the appointment.
6. Add Additional Notes if required for the risk screening.
7. Select Next. Continue reading from Select Appointment Time.

Phone Appointment

1. The preferred phone method for the person will appear. If you are booking a phone appointment, use the preferred method as the first option.
2. Under Select a phone number for the appointment, select the phone number that will be used to conduct the appointment. Note: If you select Use another phone, you will need to confirm with the person if this alternate phone number is permanent or only being used for this appointment. Read article Update participant details if this phone number needs to be recorded as a permanent or alternate number.
3. Select Next. Continue reading from Select Appointment Time.

Virtual Appointment

1. If you are booking a virtual appointment, select an email for the appointment. You can select either: o Person Email – this is the email address on the person record o Use another email – a field will appear to enter an email address manually. Note: If you select Use another email, you will need to confirm with the person if this alternate email address is permanent or only being used for this appointment. Read article Update participant details if this email address needs to be recorded as a permanent or an alternate email address.
2. Off-system step: The appointment booking tool does not link with Outlook. You can generate an MS Teams link in Outlook. This meeting link and information will need to be copied into the appointment booking tool for virtual appointments.
3. Select Next.

Select Appointment Time

Before staff and partners can be booked for an appointment, a shift will need to be created. To learn more, read article Create a shift in PACE.

Manage Service Resources

A service resource in PACE is the account of an NDIA staff member or partner.

1. An appointment may require more than one staff member to attend. To add another staff member to a appointment, select the chevron next to Manage Service Resources. You can add up to four additional staff members to an appointment.

SGP KP Publishing – Create an appointment using the booking tool

Note: If there are more than 4 staff members, please add the additional attendee information on the Other Considerations screen in the additional information box. Note: if you need to change the primary staff member in an appointment, select Change. This appointment booking tool will return to the start due to this change. Return to section Initiate the appointment booking tool in this article.

2. Search for the NDIA staff member or partner you would like to add in the Add Service Resource
3. If a person is required to attend the meeting, leave the check box checked as Required. If the additional person is an optional attendee, uncheck the check box to mark as Optional.
4. If the additional NDIA staff member or partner is marked as Required, the Availability Calendar will refresh to show appointment times when all resources are available. Note: Optional resources will not update the Availability Calendar as they are not required to attend the appointment.

Availability Calendar

1. The availability calendar will show the available appointments for the current week when the appointment is created. To change the dates for appointments in the future: o Select the left arrow to move dates backwards by one week. o Select the right arrow to move dates forward by one week. o Select the calendar and pick a specific date for the appointment. o Select Today to show appointments for today’s date.
2. Ask the Person with Disability or Participant attending the appointment what time zone they are in. Select the Time Zone that matches their answer. The appointment times will reflect the time zone that has been selected.
3. Select a time for the appointment. Note: The meeting durations are maintained by PACE administrators and cannot be amended in the appointment booking tool.
4. Select Next.

Additional Attendees and Fleet Details

Fleet Management

1. If fleet management is required for this appointment, select Yes. o For NDIA Staff, refer to the Fleet Vehicles page on the intranet for more information. o For partners, refer to your employer’s fleet management procedure.
2. Add the fleet booking information into the fields that appear. This information can also be completed once the appointment has been booked.

Additional Attendees

1. If additional attendees are requested by the person attending the appointment, select Yes.
2. An appointment can have two additional attendees. Add the Name, Email, Phone and whether to Notify via email? for each additional attendee.
3. If you select Notify via email?, the additional attendee will receive the same appointment notification as the person the appointment is booked for.

SGP KP Publishing – Create an appointment using the booking tool

4. If an appointment requires an interpreter or translator, add their details in the Additional Attendee. To learn more about booking an interpreter or translator, read article Book translation and interpreter services for the participant. This information can also be completed once the appointment has been booked.
5. Select Next.

Other Considerations

1. Note any Accessibility requirements for the appointment.
2. Note any Special Considerations or Additional Notes for the appointment. For example, an attendee to the meeting will be bringing an assistance animal.
3. Select Next.

Correspondence Details

The appointment booking tool will only send correspondence by email. If a person does not have an email address recorded or cannot provide an alternate email address, it will be their responsibility to note when an appointment is taking place.

1. Select an email that the correspondence will be delivered to. If you select Use another email, enter the email address into the field that appears.

   Note: If you select Use another email, you will need to confirm with the person if this alternate email address is permanent or only being used for this appointment. Read article Update participant details if this needs to be recorded as a permanent or alternate email address.

Review Appointment

1. Review all of the information added into the appointment booking tool. If you need to amend any information select Previous and navigate to the screen that requires updating.
2. If all information appears correct, select Next.
3. The appointment will now be created. Correspondence sent to the person and any additional attendees can be reviewed in the Activity tab in the case view. Note: A reminder notification will be sent 48 hours prior to the appointment. If an appointment is booked within 48 hours of starting, the attendee will only receive the booking notification, not a reminder.