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Knowledge Article
For Internal Use Only
The contents of this document are OFFICIAL.
Agency Understand functional capacity assessments
Guidance in this document is not approved for use unless you view it in PACE.
This article provides guidance for all NDIA staff and partners to understand:
- a functional capacity assessment
- the purpose of a functional capacity assessment
- the difference between a new and manual assessment
- what to do before completing a new assessment
- completing a new assessment.
by Recent updates
1982 28 July 2025
Act Updated knowledge article links. Understand and record a functional capacity assessment
Understand functional capacity assessments A functional capacity assessment is how we assess the impact a person’s disability or a child’s developmental delay has on their daily activities. Depending on their developmental delay or disability, the type of functional capacity assessment that we complete may vary.
Functional capacity assessments are a form of evidence. We use them to understand the needs of a person. We complete this assessment to:
- help us identify the level of support and funding they will need in their plan
- understand how they manage everyday activities
- assist us in making decisions. Partners can also use this information to understand the person’s situation. This helps them to support the person to connect with the right supports.
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Knowledge Article
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New Assessment and Manual Assessment
A new assessment refers to you completing a new PEDI-CAT or WHODAS assessment in Agency PACE. To learn more, go to articles:
Insurance
A manual assessment refers to any previously completed functional capacity assessments. For example, a person might give you a report from their doctor. You will enter the scores from Disabilitythe report in PACE. The participant, their nominee or child representative, or their treating health professional can provide the score of an external assessment.
National Before completing the assessment the by
Before completing the assessment, check for any exceptions, including:
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if the person does not want to complete assessment 1982
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if the person has a priority situation Act
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if there are any identified risks
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if they have reapplied within the last 6 months.When you contact an applicant, participant, their provider, or authorised representative, you Information can: of
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check their preferred communication method and authorisations. For help go to article Check a person’s preferred contact method Freedom
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log an activity. For help go to article Log an activity or internal note. the Complete a new assessment under You need to make the person feel comfortable when communicating. When you are talking to them face to face or over the phone, make sure you:
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prepare for the conversation released
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understand the person-centred approach was
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understand the question you are asking
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tailor wording from assessment questions
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Knowledge Article
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- actively listen
- manage expectations with the individual that this does not mean they will get a funded Agency NDIS plan.
For more information, go to Guide - Conversation style guide. Insurance To begin a functional capacity assessment create a new Functional Capacity Assessment case. To do this use article Create a new functional capacity assessment case. Types of functional capacity assessments Disability There are many types of functional capacity assessments. We use them to help assess the level of impact a person’s developmental delay or disability has on their lives. National For more information, go to articles: The General by
- Record information – life skills profile (LSP - 16) 1982 • Record assessment – WHODAS Act • Record assessment – PEDI-CAT. Hearing loss
- Record Information – Functional impact of hearing Loss. Vision loss of
- Record Information – Functional impact of vision loss. Spinal Injury Freedom
- Record information - level of lesion assessment. the Traumatic brain injury under
- Record information – the Care and Needs Scale. Intellectual and development disability released • Record information - Vineland Adaptive Behaviour Scales
- Record information from the DSM5 – Autism was
- Record information from the DSM5 – intellectual disability. Cerebral palsy document V5.0 2025-07-23 Understand functional capacity assessments 230180907 Page 3 of 5 This This document is uncontrolled when printed OFFICIAL Page 62 of 122
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Knowledge Article
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Added links to KA titles. Updated 4.1 ADW393 conversation style guide link to go DRAFT 2025-07-17 Agency
to knowledge article in PACE.
4.2 MG0023 AD review DRAFT 2025-07-18 Insurance Class 1 Approval
5.0 MG0023 APPROVED 2025-07-23
Update links to knowledge artilces.
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Contents Table
Agency Staff Support 3 Success Measure 1.1 - One-to-one Leadership Conversations 3 Success Measure 1.2 - Line Manager Training 7 Insurance Success Measure 1.3 - Aggression Response Team Training 10 Productivity 14Success Measure 2.1 – Regional Services Productivity Target 14 Disability Success Measure 2.2 – NEC Productivity Rating 19 Quality 26 National Success Measure 3.1 – HDD Remediation 26 the by 1982 Sustainability 38 ActSuccess Measure 4.1 – Plan Change Case Creation 38 Success Measure 4.2 - Plan Inflation 41 Success Measure 4.3 - Second Delegate Check 44 Participant Experience 48 Information of Success Measure 5.1 – Participant Satisfaction: Respect 48 Success Measure 5.2 – Participant Satisfaction: Plan Implementation 50 Success Measure 5.3 – Plan Implementation Conversations 52 Freedom Definitions 55 the Version Control 56 under released was document This
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Staff Support ————————————————————————————————————————Agency The Staff Support Priority Area recognises that a resilient, well-supported workforce is critical to successful Scheme delivery. This priority focuses one encouraging theapplication of a holistic approach to performance in line with the intent of the Insurance performance model in order to support staff to have the skills and knowledge to fulfill their roles while balancing performance and wellbeing. ———————————————————————————————————————————————————––Disability Through targeted training, coaching, and the implementation of workplace safety initiatives, this measure aims to build capability and to foster psychologically safe Nationalteams. By equipping staff with the tools to navigate change, the NDIA ensures that theits people remain confident, supported, and engaged in their roles. by Success Measure 1.1 - One-to-one Leadership Conversations 1982 ActDescription: All leaders to hold one-to-one conversations every 28 days using a holistic approach that covers performance, wellbeing, workloads, quality and sustainability. Information Target: 80% of
Measurement Unit: Percentage Freedom The percentage of staff who have had a one-to-one meeting in the last 28 days, the excluding those on leave for two or more weeks, as recorded in the One-to-one Conversation Reporting Form. Reporting covers the 28 days preceding the reporting under date.
Update Frequency: Weekly released wasMeasurement Intent: To ensure that staff receive regular one-to-one meetings, fostering communication, support, and development. The target is set at 80% to allow for circumstances where a one-to-one cannot occur. ––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––document This
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Logic:
Data Collection
- Data is extracted from the One-to-one Conversation Reporting Form, which records when a one-to-one conversation has been reported by the line manager.
- HR Pulse Average Staffing Levels data is received and stored as master data.
- Leave Report from SAP GUI (ESSentials) is accessed and stored as master data.
Grouping and Attribution
- Data is grouped into branches and business areas.
- Branches match NDIA branches, however, use shorter names.
- Business areas listed in our reporting may reflect NDIA divisions or NDIA groups. This choice is made for the purposes of brevity and useful comparison.
Calculation
- Excel and Power Query are used to collate the data.
- A table is created to provide the required information.
- A column is added to indicate whether a one-to-one meeting has occurred.
- Rows are grouped by staff member, flagging a unique staff member as having had a one-to-one meeting if any of their non-unique rows did.
- Staff members on leave for two or more weeks are excluded, using the information from the Leave Report in SAP GUI.
- Rows are grouped by branch in line with the information from the HR Average staffing levels data, and the following calculations are made:
- Numerator: The number of staff who have had a confirmed one-to-one meeting in the 28 days or are listed as pending.
- Denominator: The total number of staff in the grouping.
- Percentage: A calculation of Numerator divided by the Denominator.
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and indicates that the one-to-one conversation did not occur, the conversation will be marked as not confirmed. Conversations with a not Agency confirmed status will not be counted as a recorded one-to-one conversation.
- Line manager information within the Insurance Performance Model row level data, is captured from the One-to-One Conversation Reporting Disability form data.
Inclusions/Exclusions • Staff who are on leave for two or more weeks National during the 28-day reporting period are excluded. The
- Leave data from SAP GUI does not currently by display staff who are on compensation leave, 1982 Act report.
- HR Data (separate to the Performance Model
row-level data) provided to leaders does not recognise pending one-to-one conversations as Information
of
completed. As a result, staff will continue to
appear in the HR Data report until their one-to- one conversation has a status of confirmed. Freedom the Table 1: Assumptions table for success measure 1.1 under released document This
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Success Measure 1.2 - Line Manager Training
Description: Line managers across Frontline Services have completed learning Agency on “Leading through Change”. Target: 80% Unit of Measure: Percentage Update Frequency: Weekly
Measurement Intent: This session is designed to support leaders in understanding and embracing their role in facilitating a successful transition by effectively communicating and guiding change. APS5 to EL2 line managers to complete the Leading through Change Well+ Webinar.
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The eLearning module is a 50-minute recorded video session of the Leading through Change Well+ Webinar presented by TELUS Health.
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Staff will be enrolled in the Leading through Change Well+ Webinar and will receive an enrolment notification from LEAP requesting them to complete.
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Staff will be required to watch the 50-minute recorded video session. Course completion will be confirmed once the staff member reaches the feedback and exit page.
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EL1 and EL2 staff that are enrolled to complete the APS Academy Lead Change program will be excluded and do not need to complete this learning.
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Staff who attended the Leading through Change Well+ Webinar facilitated by TELUS Health on 18 June 2026 are considered compliant for this measure and will not need to recomplete this learning.
Logic:
Data Collection
- Property Footprint Report is used to identify APS5 to EL2 line managers who are required to complete the training.
- LEAP Attendance/Enrolment Records are accessed for the above module to confirm completion.
- LEAP Attendance/Enrolment Records are accessed to exclude EL1 and EL2 staff members who are enrolled in the APS Academy Lead Change learning.
- LEAP Attendance/Enrolment Records are accessed to include staff members who completed the Leading through Change Well+ Webinar 2026 facilitated by the session on 18 June 2026. These staff will be calculated as having completed the required training.
- LEAP data is sorted into line managers who are APS5 to EL2.
Grouping and Attribution
- Data is grouped into branches and business areas.
- Branches match NDIA branches, however, use shorter names.
- Business areas listed in our reporting may reflect NDIA divisions or NDIA groups. This choice is made for the purposes of brevity and useful comparison.
Calculation
- Numerator: Relevant staff who have completed the relevant training.
- Denominator: Relevant staff who are required to complete the relevant training, based on the Property Footprint Report.
- Percentage: A calculation of Numerator divided by the Denominator, results in a percentage representing completion rates of the course that can reasonably be completed at the point at the point the report is prepared.
Assumptions:
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Success Measure 1.3 - Aggression Response Team Training
Description: All members of site Aggression Response Teams have completed Agency mandatory training.
Target: 100% Insurance Unit of Measure: Percentage DisabilityUpdate Frequency: Weekly
Measurement Intent: This measure promotes physical and psychological safety National by ensuring proactive responses to occupational aggression and equipping staff to the manage challenging behaviours.
Logic: 1982 Act Data Collection
- Property Footprint Report is obtained to accurately link staff members to their branch and business area. Information
- Aggression Response course data and Managing Unreasonable Behaviour of course data is accessed via LEAP
- Aggression Response Team register is being temporarily maintained by the Freedom Performance Model and Engagement team, in consultation with business the area Operations teams. Aggression Response Team compliance will soon transition to Corporate Information and Property Services.
Grouping and Attribution released • Data is grouped into branches and business areas. The grouping represents individual staff members expected to complete training. was
- Branches match NDIA branches, however using shorter names.
- Business area is listed in our reporting may reflect NDIA divisions or NDIA groups. This choice is made for the purposes of brevity and useful document comparison.
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Calculations
- The calculation will accurately identify staff in Aggression Response Teams and those who Agency complete both Aggression Response training and Managing Unreasonable Behaviour training as per the Security Training guidelines, which state the below:
Managing Unreasonable Behaviour
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Managing Unreasonable Behaviour facilitated taining is mandatory every 12 months for all new and existing Aggression Response Team members.
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Staff who are unable to attend the facilitated Managing Unreasonable Behaviour training can complete the following two Managing Unreasonable Behaviour eLearning modules, which are designed to provide staff with the appropriate skills and knowledge until a facilitated session can be completed.
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Managing Unreasonable Behaviour (MUB) - Fundamentals
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Managing Unreasonable Behaviour (MUB) - Service Delivery Sites
Aggression Response
under
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Aggression Response facilitated training is mandatory every 12 months for all new and existing Aggression Response Team members.
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Staff who are unable to attend the facilitated Aggression Response training for their site can complete the below eLearn module through LEAP.
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- Aggression Response Team (ART) Incident Support Agency Please note: The Aggression Response and Managing Unreasonable Behaviour eLearning modules can only be considered for compliance once and may not be used to fulfill training requirements for a second year.
Inclusions/Exclusions • Only staff who are measured by the Frontline Services Performance Model and are in Aggression Response Teams will be included.
Table 3: Assumptions table for success measure 1.3
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Productivity
The Productivity Priority Area supports the NDIA’s commitment to improving the participant experience through timely, high-quality plan implementation. It also aims to establish sustainable productivity expectations for staff through safe and informed target setting.
This measure balances service outcomes with staff wellbeing, ensuring that Frontline Services remain efficient without compromising quality or safety.
Success Measure 2.1 – Regional Services Productivity Target
Description: Regional Services jurisdictions with formal targets in place reach and maintain productivity targets.
Target: 100%
Unit of Measure: Percentage
Update Frequency: Weekly
Measurement Intent: To ensure that Regional Services jurisdictions with formal targets consistently meet and maintain their productivity targets, improving participant outcomes.
Logic:
Data Collection
- Regional Services Output per FTE data is received from the Performance Reporting and Projections (PRP) team each week. The received data has a Workload Adjustment Reduction and Leave Loss Adjustment calculation already applied.
- Workload Adjustments for each branch are collated by Operations Directors and updated via a Microsoft Form on a four-weekly basis. This ensures that adjustments are included in calculations for productivity targets within the Performance Model reporting.
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Success Measure 2.2 – NEC Productivity Rating
Description: National Early Childhood (NEC) reach and maintain 90% (NEC Agency productivity measure: 90-105% = Established Performance). Target: 90% Established Performance (see the Performance Maturity Scale below) Unit of Measure: Percentage Update Frequency: Weekly
Measurement Intent: To ensure that NEC planners consistently meet and maintain their productivity targets, improving participant outcomes. Logic: Data Collection
- Productivity outcome information is received directly from the National Early Childhood Operations team each week.
- All National Early Childhood jurisdictions are calculated together. Calculation
- Numerator: Planned Workload Time (see Assumptions table).
- Denominator: Total Available Planning Time (see Assumptions table).
- Percentage: The final percentage is the same as Numerator divided by the Denominator for the given period. Scores above 90% are considered meeting the target in line with ‘Established Performance’ as per the Performance Maturity Scale Although the Performance Maturity Scale measures productivity bands that exceeds 100%, the Frontline Services Performance Model reporting product represents the NEC productivity rating up to 100%
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and Leave Loss Adjustment calculations already applied.
- Outcomes for this success measure represent a Agency weekly outcome (rather than the standard 4-week rolling period of the Performance Model) to ensure consistency across productivity Insurance reporting.
- Available Planning Time: Not every working hour is available for planning. Adjustments are made to account for time spent on non- planning activities. Non-planning activities may include learning and development, meetings, emails, coaching, mentoring, admin, peer support and paid breaks. Available planning time is calculated using attendance data direct from ESSentials, providing accurate total hours worked each week for each individual. 2.5 hours per day, or 12.5 hours per week for full-time staff, is subtracted as non-planning time from the total hours worked. The result is each planner’s total Available Planning Time (e.g., 37.5 hours – 12.5 hours = 25 hours or 1,500 minutes). Part-time staff targets are scaled down according to their actual hours worked. Similarly, staff targets are scaled up if additional hours to planned working hours are completed. For example, when overtime is undertaken. In essence, non-planning time equates to one third of total hours worked.
- Planned Workload Time: NECB Planners complete a variety of planning tasks with different Available Planning Times. The framework considers the exact and varied outcomes completed in a period for each planner. This
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Planned Workload Time = Number of
outcomes submitted x Available Planning Time.
This is applied to each outcome type and the results are summed together. This produces the total Planned Workload Time based on what was completed.
Insurance
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Productivity Score: Productivity is calculated by matching the work completed to the time available and applying any relevant workload adjustments. For each planner, the following is compared:
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Total Available Planning Time; with • Total Planned Workload Time by Relevant Workload adjustments are then applied, and a productivity score is produced.
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Eligible Staff: The NEC Productivity Inclusions/Exclusions Framework currently applies to APS4 and APS5 Planners who make up the majority of NECB’s workforce. The Framework is designed to expand in 2026 to include other key roles that contribute to planning outcomes, including Participant Support Officers (PSOs), Escalations staff, and Quality Development Officers (QDOs), once suitable datasets are established for their functions.
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- New Starters: Adjustments to individual productivity targets are applied for new starters to the Agency. It considers completion of training, and adequate time released to consolidate learning, build capability and become familiar with the role before measuring productivity. o 0-8 Weeks = No Target eo 9-16 Weeks = 50% Target eo 17+ Weeks = 100%
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Application of NEC Productivity Targets
Scenario 1: Full Time Planner in Unscheduled Work Group
Agency Profile:
- 1.0 FTE = 37.5 hours per week (25 available planning hours).
Insurance
- Mix of Unscheduled Reassessment related outcomes completed.
Disability
- Workload minutes = (2 x 418.26) + (3 x 178.14) = 1,370.94
National
- Result = 1,370.94 / 1,500 = 91.4%
Week 1: 2 x S48 Reassessments + 3 x S47A Approved
Planning minutes = 1,500
the by 1982 Act Information of Freedom under releasedFour Week Summary was document This
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Productivity Summary - Scenario 1
The chart below provides a 4-week overview and average for Scenario 1:
Agency Insurance Disability National Graph 1: 4-week overview and average for Scenario 1 the by 1982 Act Information Freedom under was document released this
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Quality
The Quality Priority Area focuses on supporting staff to effectively embed recent legislative reforms, particularly Scheme Reform legislation, in their work practice. By ensuring staff have the right knowledge, tools, and training, this measure promotes consistency, compliance, and participant trust in the planning process. Clear expectations and quality controls help staff maintain high standards while navigating change, reinforcing the NDIA’s role as a reliable and participant-focused organisation.
Success Measure 3.1 – HDD Remediation
National the Description: Plans received by a Higher Decision Delegate (HDD) that do not need to be returned to the planner for further action. by Target: 60% Unit of Measure: Percentage
Update Frequency: Weekly Information of Measurement Intent: To highlight and provide insight into the percentage of HDD assessed plans that are not returned to planners for further action. Freedom Logic: data collection under •Higher Decision Delegate team form data is copied and stored limited to a range of 45 days prior to the end date of the reporting period. This is due to the size of the dataset and limitations of Microsoft virtual memory and data storage. was •A lookup table is used to categorise and group plan status outcomes from the HDD reporting tools. document This
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Grouping and Attribution
- HDD team column naming conventions are simplified for effective Agency comparison.
- HDD naming conventions are converted to branches and business areas used within the Performance Model for consistency. Insurance
- Data is grouped into branches and business areas.
- Branches match NDIA branches, however, use shorter names. - Business areas listed in our reporting may reflect NDIA divisions or NDIA Disability groups. This choice is made for the purposes of brevity and useful comparison. National theCalculations by Act
- The data is split into two categories: 1982 o Unique plans by case number that have been assessed. o Plan status (as multiple HDD assessments can occur per case). The divided tables are recombined so that: o Each case is stored once.o Each case is flagged as having been returned to the planner for further action or not (see below assumptions).Informationof
- Numerator: A sum of cases that were not flagged as returned to the planner for further action.Freedom
- Denominator: A total count of the grouped cases assessed by HDD.theunderreleasedwasdocumentThis
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o Assessed – Approved by HDD –
Remediation Completed by HDD o Assessed/Endorsed – Remediation Agency
Completed by HDD
o Assessed – Endorsed (No Remediation Required) Insurance
o Assessed – Approved by HDD – No
Remediation Needed Disability All other groups of plan status within the HDD
team form are excluded. National
Inclusions/Exclusions • Only cases that have been approved, assessed, the
or endorsed by HDD within the last 4 weeks are by
included. 1982 • HDD team form data is copied and stored limited
Act to a range of 45 days prior to the end date of the
reporting period. This is due to the size of the
dataset and limitations of Microsoft virtual memory and data storage. Any historical form Information
data outside of the 45-day range is excluded. of
- This data excludes plans reviewed or approved
by local higher delegates.
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Success Measure 3.2 – Calculation Errors
Description: Plans reviewed by Higher Decision Delegates where no calculation Agency issues are identified.
Target: 80% Insurance Unit of Measure: Percentage DisabilityUpdate Frequency: Weekly
Measurement Intent: To highlight and provide insight into the percentage of National HDD plans that are not returned to planners due to calculation errors. the by Logic: 1982 Data Collection Act
- Higher Decision Delegate team form data is copied and stored limited to a range of 45 days prior to the end date of the reporting period. This is due to the size of the dataset and limitations of Microsoft virtual memory and data Information storage. of
- A lookup table is used to categorise and group plan status outcomes from the HDD reporting tools. Freedom
- HR Pulse Average Staffing Levels data is received from HR. the Grouping and Attribution under
- HDD team column naming conventions are simplified for effective comparison. released • HDD naming conventions are converted to branches and business areas used within the Performance Model for consistency. was
- Data is grouped into branches and business areas.
- Branches match NDIA branches, however, use shorter names. document This OFFICIAL ndis.gov.au 30 Page 94 of 122
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case, the case is only counted once.
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When a case has been approved, assessed, or endorsed by HDD within the 4-week reporting period, the case is counted once in the denominator. If the case has not been remediated due to a calculation error within the HDD lifecycle (limited to 45-days prior to the end of the reporting period), it will be counted once within the numerator and is considered to have no calculation error. This is done to consider a holistic view of the HDD assessment process, rather than looking at HDD form entries in isolation.
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Cases remediated by HDD for the following calculation error reasons are included:
- Funding duplicates other funded supports within the plan (part 5.1c)
- Core supports overfunded - PCST calculation error (Not related to Public Holiday (PH))
- Core supports underfunded - PSCT calculation error (Not related to PH)
- PH not considered/calculated correctly
- SIL Indexation tool incorrectly calculated
- Recalculation of Home and Living Calculation (HALC) required due to change in Social, Community and Civic Participation (SCCP) hours
- Home & Living – funding unaligned with decision OR not indexed
- Home & Living – Core SCCP – funding unaligned with decision OR not indexed
- Capacity building supports overfounded -
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PCST calculation error
Capacity building supports underfunded –
PCST calculation error Agency o SDA funding incorrectly funded/not aligned with decision Insurance All other HDD remediation reasons are excluded.
- HDD team form entries are grouped by plan status. HDD assessment is defined by plan statuses including: o Approved; or o Assessed; or o Endorsed; and o Not withdrawn in their lifecycle 1982 Act All other groups of plan status within the HDD team form are excluded.
Inclusions/Exclusions
- Only cases that have been approved, assessed, or endorsed by HDD within the last 4 weeks are included. Information of
- HDD team form data is copied and stored limited to a range of 45 days prior to the end date of the reporting period. This is due to the size of the dataset and limitations of Microsoft virtual memory and data storage. Any historical form data outside of the 45-day range is excluded. The
- This data excludes plans reviewed or approved by local higher delegates. Freedom under
- PQNWM do not complete planning functions was and are excluded from this success measure.
Table 12: Assumptions table for success measure 3.2 This document
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Success Measure 3.3 - Planning Conversation Support Tool (PCST)
(PCST) Agency
This ensures consistency in planning conversations and documentation, supporting
high-quality, participant-centred decision-making. Insurance
Description: Approved plans have a Planning Conversation Support Tool (PCST)
uploaded. Disability
Target: 100%
Unit of Measure: Percentage National
the
Update Frequency: Weekly by
Measurement Intent: To ensure that all approved plans have the required PCST 1982
uploaded with the correct naming convention, ensuring compliance with the updated Act
NDIS legislation.
Logic: Information
Data Collection of
- PCST identification using:
Freedom o Filenames including ‘PCST’, ‘Plan Conversation’ or ‘Planning
Conversation’ the
o Document titles including ‘PCST’, ‘Plan Conversation’ or ‘Planning under Conversation’
o Uploaded to the participant or a participant case, such as the ‘Plan
Approval’ case released
- SAS code exports a list of plans, where each plan can have multiple file was
uploads. This master data is saved and not directly altered.
- HR Pulse Average Staffing Levels data is received and stored as master data.
documentGrouping and Attribution
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- The PCST data is joined with HR data to identify the correct branch.
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Data Grouping and Calculation
- Data is grouped into branches and business areas.
- Branches match NDIA branches, however, use shorter names.
- Business areas listed in our reporting may reflect NDIA divisions or NDIA groups. This choice is made for the purposes of brevity and useful comparison.
Insurance Calculation
- Excel and Power Query is used to transform the data.
- A table is created to collate the required information from the master datasets.
- A column is added to indicate whether the PCST has been uploaded. An uploaded PCST is identified by either the file name or document title in PACE. This can be any document uploaded with ‘PCST’, ‘Plan Conversation’ or ‘Planning Conversation’ in either of these fields. This is not case sensitive, so it doesn’t matter whether upper case or lower case is used.
- The report will identify where a PCST has been uploaded within 45 days prior to the plan approval, to allow for when a plan developer must submit to external approver queues or receive external advice.
- Rows are grouped by plan number to create unique rows for that plan number. If any of the rows with the same plan number were flagged as having a PCST uploaded so will the resulting unique row.
- Numerator: The count of plan numbers flagged as having a PCST uploaded.
- Denominator: The total number of completed plan approvals for that grouping.
- Percentage: A calculation of Numerator divided by the Denominator, results in a percentage representing the approved plans in the last 4 weeks that have a correctly named PCST uploaded within 45 days before approval.
Agency
Insurance
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that completing and uploading a PCST for a plan variation (s47a) is optional and is not required within a Participant Budget Update (PBU) case.
Agency
- PQNWM do not complete planning functions and are excluded from this success measure.
Table 13: Assumptions table for success measure 3.3
Insurance Disability National the by 1982 Act Information of Freedom under released document This
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Sustainability
The Sustainability Priority Area supports the NDIA’s commitment to maintaining the long-term viability of the Scheme, ensuring it can continue to deliver quality services for participants into the future. It focuses on practical actions that Frontline Service staff can take to contribute to Scheme sustainability, including strategic initiatives, ongoing monitoring, and informed decision-making.
Success Measure 4.1 – Plan Change Case Creation
Description: The percentage of plan change cases that are created by planners and PSOs reduce over time.
Target: 30%
Unit of Measure: Percentage
Update Frequency: Weekly
Measurement Intent: To measure the percentage of plan change cases created by planners and PSOs and how this contributes to workload inflow and long-term financial sustainability and effectiveness of the Scheme.
Logic:
Data Collection
- HR Pulse Average Staffing Levels data is received and stored as master data.
- Property Footprint Report is stored as master data.
- Raw data to identify plan change case creation volumes by branch is received from Performance, Projections and Reporting (PRP). This is the same raw data used within the Frontline Services Performance Insights Report.
Grouping and Attribution
- Data is grouped into branches and business areas.
- Branches match NDIA branches, however, use shorter names.
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Agency
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Inclusions/Exclusions • All branches included in the Frontline Services Performance Insights Report are included within Agency this performance outcome for consistency.
Table 14: Assumptions table for success measure 4.1 Insurance
Disability
National
the
by
1982
Act
Information
of
Freedom
the
under
released
given below: was document This
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https://www.ndis.gov.au 40 Page 104 of 122
SUCCESS MEASURE 4.2 - PLAN INFLATION
This measure tracks overall Scheme inflation caused by all plans, including Agency scheduled and unscheduled reassessments.
Inflation of plans is a major Scheme cost driver. To manage this, the Agency has Insuranceintroduced several sustainability initiatives aimed at moderating plan inflation growth.
This success measure will assess how effective these initiatives are in reducinginflation. It is designed to support sound reasonable and necessary decision-making, Disability essuring that reviews take a holistic approach and that plan increases are carefully considered and justified. National theDescription: Average inflation rates on reassessed plans reduce over time. by Target: TBD Unit of Measure: Percentage Act Update Frequency: Weekly InformationMeasurement Intent: This measure will assess how effective Sustainability of)initiatives are in reducing overall plan inflation over time. This includes both inter-plan and intra-plan inflation. Freedom Logic: TheData Collection
- An aggregated table of reassessments (both scheduled and unscheduled) weekly by branch, including Inflation Amount, Inflation Percentage, Inflation underDenominator is provided by Performance, Reporting wasand Projections (PRP)
- PANDA Inflation Dashboard can be utilised to self-service and access more granular results. document This
Agency
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Inclusions/Exclusions
-
All branches included in PQNWM Sustainability Reporting are included within this performance Agency outcome for consistency.
-
These inflation metrics do not include inflation related to plan variations (
redacted) and plan continuations.
Table 15: Assumptions table for success measure 4.2
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Agency
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- “pre” • “plan” or “planning” • “approval” or “quality” or “check” Agency
The PACE task subject text searches will search for the above terms in isolation to capture different text and character Insurance combinations.
Table 16: PACE task explanation table for success measure 4.3 Disability
Logic: NationalData Collection
the
- HR Pulse Average Staffing Levels data is received and stored as master data. by • SAS code exports plan approval, Inflation Dashboard data tables and PACE 1982
task information. This master data is saved and not directly altered.
Act
Grouping and Attribution
• Data is grouped into branches and business areas. Information • Branches match NDIA branches, however, use shorter names.
of
- Business areas listed in our reporting may reflect NDIA divisions or NDIA groups. This choice is made for the purposes of brevity and useful comparison. Freedom
the
Calculation
under • Numerator: Approved plans greater than $200,000.00 annualised, that have
5% or more inter-plan inflation as measured in the Inflation Dashboard, where a correctly named approval task has been created. released
-
Denominator: Approved plans greater than $200,000.00 annualised, that was have 5% or more inter-plan inflation as measured in the Inflation Dashboard.
-
Percentage: A calculation of Numerator divided by the Denominator which results in a percentage of second delegate checks that were conducted when document required and recorded correctly in PACE.
This
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ndis.gov.au 45 Page 109 of 122
Agency
Insurance
Disability
National
the
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- “plan” or “planning”
- “approval” or “quality” or “check”
Agency
Inclusions/Exclusions
- Only branches within Regional Services and National Operations and Performance divisions will be included.
Insurance
- PQNWM do not complete planning functions and are excluded from this success measure.
Disability
Table 17: Assumptions table for success measure 4.3
National
the by 1982 Act
Information of Freedom under released document was This
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Participant Experience
Ensuring the Participant Pathway Experience is accessible, inclusive, and equitable Agency
while meeting the needs of participants.
InsuranceSuccess Measure 5.1 – Participant Satisfaction: Respect
Description: The percentage of participants who say they were treated withrespect during the plan approval process.
Disability
Target: 90%
Unit of Measure: Percentage
by
Update Frequency: Monthly
Measurement Intent: To ensure a high-quality participant experience, by
ensuring that participants feel they are being treated with respect during the plan
approval process.
Logic:
Data Collection
- Participant survey data is collected from the SAS database.
Freedom
grouping and Attribution
under
The outcome is provided as a single National figure. This figure is replicated among all relevant branches and business areas. The source data cannot be allocated to a specific staff member, branch or business area.
Calculation was
- Numerator: The number of survey respondents who say they were treated
with respect during the approval process.
- Denominator: The number of survey respondents who provide a response about being treated with respect during the plan approval process. This
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Agency
Insurance
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the
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Success Measure 5.2 – Participant Satisfaction: Plan Implementation
Agency Description: The percentage of participants who say they felt the implementation of their plan was good or very good. Target: 70% Unit of Measure: Percentage Update Frequency: Monthly Measurement Intent: To ensure a high-quality participant experience, by ensuring that participants feel they are receiving a quality plan implementation. Logic: Data Collection
- Participant survey data is collected from the SAS database. Grouping and Attribution
- The outcome is provided as a single National figure. This figure is replicated among all relevant branches and business areas. The source data cannot be allocated to a specific staff member, branch or business area. Calculation
- Numerator: The number of survey respondents who say they received a good or very good plan implementation. • Denominator: The number of survey respondents who provide a response about the quality of their plan implementation. • Percentage: The Numerator divided by the Denominator results in the percentage of respondents who advised they felt the implementation of their plan was good or very good.
Agency
Insurance
Disability
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Success Measure 5.3 – Plan Implementation Conversations
Description: Frontline Services staff have completed Plan Implementation Agency Conversations Continuous Improvement (CI) Connect learning module.
Target: 80% Insurance Unit of Measure: Percentage DisabilityUpdate Frequency: Weekly
Measurement Intent: This training ensures that Frontline Services staff National understand the importance of quality plan implementation, a clear plan the implementation conversation, and the impact it can have on the participant by experience.
APS4, APS5 or APS6 Frontline Services staff with PSO or Planner included in their Act job title are required to complete the Plan Implementation Conversations Continuous Improvement (CI) Connect module within LEAP. This includes PSO Practice Leads and Planner Supervisors. Information APS4 to EL2 staff within the Performance, Quality and National Workload of Management (PQNWM) branch are also required to complete the module. Freedom • The eLearning module is 45 minutes in duration. the
- Staff will be enrolled in the relevant course and will receive an enrolment t notification from LEAP requesting them to complete. under
Logic: released Data Collection was
- Property Footprint Report is used to identify relevant Frontline Services staff who are required to complete the training. • LEAP Attendance/Enrolment Records are accessed for the module to confirm document completion. This
Agency
Insurance
Disability
National
the
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Line manager information within the
Performance Model row level data, is captured from the Property Footprint Report. Agency
Inclusions/Exclusions
- Only branches that are measured by the Frontline Services Performance Model will be included. Insurance
- Internal Reviews are excluded from this success measure as they do not complete plan implementation. Disability National
Table 20: Assumptions table for success measure 5.3 the by 1982 Act Information of Freedom under to released document This
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Agency
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