NDIA Accountability Project

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WORKPLACE SUPPORTS TRIAGE How To Guide

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WORKPLACE SUPPORTS TRIAGE

How To Guide

April 2025

Workplace Support Team

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Contents

  1. Purpose ……………………………………………………………………………………… 3
  2. Helpful Links ………………………………………………………………………………. 3
  3. Triage Step by Step Guide …………………………………………………………… 3
  4. New Starter template for Jira creation ………………………………………….. 6
  5. Templates …………………………………………………………………………………… 7
  6. FAQ - Ergonomic Evaluations conducted at an Employee’s Home … 7
  7. Creating JIRA tickets/cases ………………………………………………………… 8
  8. Creating a File Structure ……………………………………………………………. 12
  9. Creating a new category ……………………………………………………………. 13
  10. Useful tables for flowcharts ………………………………………………………. 13
  11. Relocating Furniture and Equipment between NDIA offices ………. 14

Triage Process

Triage is an import process of aligning work to the most appropriate channels.

When work comes through Jira or outlook, it must be investigated. This investigation will yield information on what this work is, what needs to be done and from there we must decide where the work is most appropriately aligned and what will benefit out the team members off the agency to produce a successful outcome.

Workplace Supports

Work will be allocated to the Workplace Supports team that needs to be addressed quickly, this includes mental health. The purpose of the Workplace Supports team is to address and action issues before they become larger, or stopping something before it becomes an issue. This can be also done through spotting trends in the data that highlight issues at certain locations or area’s of the agency so they can be addressed early. Work will also be allocated to our Workplace Supports team for insurance and compensation, this work can be time consuming and complex.

New Starters

New starters to the agency are assisted by both the DLO and Workplace Support teams to address any workplace adjusted and assist in a smooth commencement of employment.

Other teams we work closely with:

DLO

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Work will be allocated into the DLO space if the reason for the work is associated with a staff members disability. That is not to say all staff with a disability must go through DLO, as this is not always the most appropriate channel.

WHS

We work closely with the WHS team, on cases involving Mental health, lighting, noise and temperature.

PST

We work closely with PST, on cases involving performance, and questions about leave.

SART

We work with SART, on cases that have speak ups and possible employee complaints around bullying.

1. Purpose

The purpose of the guide is to provide consistent guidance to those undertaking the triage role and tasks.

  • Workplace Supports Tracker - MASTER Workplace Support tracker v2.xlsx
  • Early Intervention Tracker - EARLY INTERVENTIONS TRACKER.xlsx (sharepoint.com)
  • JIRA PC: Workplace Support (ndis.gov.au)
  • JIRA Referral Process - Referral Process - WHS to WST.docx
  • Triage Allocations - Triage Tracker - Allocation cases.xlsx
  • Newstarter details - Creating Newstarters in Jira.docx
  • Sit Stand property - 2024 Property Locations - Sit Stand desks 1.xlsx
  • ORAMs locations - ORAMS-locations.xlsx

3. Triage Step by Step Guide

Step 1. Start day, open JIRA workplace supports queue.

Identify any new tickets, See created date/ last updated. And fill in the allocation table using key. Contact/ message any new cases if necessary to gather further information for triage meeting. This is now ready for daily allocation meeting. Monitor throughout the day and escalate when necessary.

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When a ticket is received, prior to a triage call being made, our team should:-

  • Check Active Tracker to see if they are a current or closed case.
  • Check JIRA to see if there are any other tickets – for similar requests – and link the tickets.

Triage team to advise the AD’s of any previous RCM involvement, and await instruction from AD who to allocate to.

After the triage meeting, for determined cases: (make sure you have the location pinned for sharepoint “Workplace Support Cases” folder - OPEN CASE FILES) create sharepoint file structures and obtain all information from ESS for the front page of case notes. Add to Tracker, fill in all applicable details and allocate to RCM

Contact RCM’s by individual message about cases assigned to them that day.

Allocate the correct cases to RCM’s in JIRA under business owner EI.

Step 2. Checking shared inboxes.

  • Healthy@work (categorise, action triage and individual)
  • Yourworkplace supports – move across to healthy at work, categorize and then action Triage (newstarters). Monitor throughout the day.

Step 4. Triage messages and calls to deep dive and gather information. Solve enquiries as needed. (Currently completed by APS6 RCM’s and EL1 AD’s, will now be completed by APS6 Triage)

Step 5. Categorise each JIRA ticket, using the categories below:

  • Category A – High complexity comp or non-comp, performance/conduct/behaviour issues and/or workplace conflict. Spans multiple jurisdictions (internal or external), co-morbidity or disability, in-depth investigation/s (e.g., s71, FOI requests, IMEs, reconsiderations, AAT cases), WRP engagement.
  • Category B – Moderate complexity comp or non-comp (WRP engaged, may involve one or more “Category A” elements, regular stakeholder engagement and meetings)
  • Category C – Low complexity comp or non-comp (WRP engaged, proactive provider, minimal meetings, monthly progress reports, non-compensable)

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  • Category D – light-touch comp e.g., nil rehab, long-tail claims, inactive compensation claim, Comcare follow-ups)
  • Category E – light-touch non-comp, e.g. work coming up in 6 months. Leave coding and medical certificate follow-ups required.

Step 6. Ad hoc contact from other stakeholders (DLO’s, PST, WHS etc). Both.

APS5 Triage APS6 Triage
After the triage meeting, for determined cases: create sharepoint file structures and obtain all information from ESS for the front page of case notes or if obtained information during consent.

Add to Tracker, fill in all applicable details and allocate to RCM.		 After the triage meeting, open JIRA workplace supports queue.

Identify any new tickets, See created date/ last updated. And fill in the allocation table using key. Contact/ message any new cases if necessary to gather further information for triage meeting. This is now ready for daily allocation meeting. Monitor throughout the day and escalate when necessary.

Contact RCM’s by individual message about cases assigned to them that day.

Allocate the correct cases to RCM’s in JIRA under business owner EI.
Checking shared inboxes.
Healthy@work (categorise, action triage and individual)

Yourworkplace supports – move across to healthy at work, categorize and then action Triage (newstarters). Monitor throughout the day. Escalate when necessary		 Triage messages and calls to deep dive and gather information. Solve enquiries as needed. Escalate to cases as necessary (Currently completed by APS6 RCM’s and EL1 AD’s, will now be completed by APS6 Triage).
Creating Newstarters tickets in JIRA using recruitment tracker and health decs. Contacting newstarters.
Sending and receiving consent prior to allocating a case. Sending and receiving consent prior to allocating a case.

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4. New Starter template for Jira creation

Open Newstarter details prepopulate table Table location

First name
Last name
Role
Start date
Status/Transfer/Engagement Type
Disability/ condition (optional disclosure)
Supports required
Preferred contact method Preferred method
Email
Phone
Other information
AGS number
Location

Copy line from New Starter Workplace Tracker and copy into top line of Newstarter populate table.

Label – NEW_STARTER

Create

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5. Templates

Refer to Canned Responses - Canned Responses for Triage Enquiries - 2025.docx

6. FAQ - Ergonomic Evaluations conducted at an Employee’s Home

If a Line Manager provides approval for an Ergonomic Evaluation to be conducted within the employee’s home, do we:-

Obtain the approval in writing from the LM and attach to the JIRA ticket?

Yes

Does the agency pay for any equipment / reasonable adjustments that is recommended?

Yes, as per the EA 220. The NDIA may provide equipment necessary for, or reimbursement, for all or part of the costs associated with establishing a working at home arrangement.

Could we have the scenario where the LM approves the assessment to be conducted at their home, but the employee is responsible for purchasing all the equipment recommended*.

Yes as above

Can Triage staff seek approval from you, Director of Workplace Supports, if they have evidence that the LM are not complying with a reasonable request for the assessment to occur at home.

I would consider that as guidance as opposed as approval. The business area still needs to be consulted in decisions.

Does the employee have to provide evidence of their injury / illness / disability to their LM?

Not necessarily, it may be considered reasonable to request it.

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7. Creating JIRA tickets/cases

PC: Workplace Support (ndis.gov.au)

Step 2. Select Create

Step 3. Fill in Summary

First Name (preferred name) Last Name – New starter

Summary* Melody M s47F - personal privacy - New starter

Step 4. Fill in description using New starter template table

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Step 5.

If for workplace supports and NOT DLO. Assign to self in Assignee category.

Step 6.

Fill in Labels NEW_STARTER

Step 7.

Fill in business owner team

EI for Workplace supports

DLO for DLO team

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Step 8.

Contact newstarter using preferred method. If email see below. If phone go to step ten.

Email Template:

Hi xxx

My name is xxx and I work in the Triage team within the Workplace Supports Team at National Disability Insurance Agency (NDIA).

my role is to make contact with new Australian Public Service employees who may require supports or adjustments in the workplace.

I have received confirmation from the Recruitment team that you have been successful and accepted an offer of employment with the NDIA. Congratulations!

I understand you have indicated during the recruitment process that you may require workplace adjustments and I am contacting you to discuss how I can assist in implementing any necessary adjustments for when you start.

Can you let me know your requirements in terms of workplace adjustments, and we can investigate if we can accommodate your request.

To: email address of newstarter

CC: Healthy@Work

Subject: First Name (preferred name) Last Name – Workplace supports

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Step 9.

Attach email to JIRA

Drag and drop email from sent items.

Step 10.

Create ticket

Step 11. Go to ticket, call employee and annotate

Phone script:

Hi xxx, My name is xxx and I’m a part of the Workplace Supports Team at NDIA. Do you have some time to chat?

I have received confirmation from the Recruitment team that you have been successful and accepted an offer of employment with the NDIA. Congratulations!

I understand you have indicated during the recruitment process that you may require workplace adjustments and I just wanted to reach out and get that discussion happening

They will usually take the conversation from there.

Annotate JIRA with response or if call unsuccessful. If unsuccessful send email (Step 8 and 9)

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8. Creating a File Structure

Cases will be listed on the Triage Tracker – Allocation spreadsheet - Triage Tracker - Allocation cases.xlsx. Column J will reflect if a File Structure has been completed. Use the Case Notes – RCM template - Case Notes - TEMPLATE.docx and open the JIRA ticket link is in the Triage Tracker – Allocation.

Save the file in your own drive with naming convention – SURNAME, Christian name (Geelong, VIC), update the details from the completed Assessment Request form in the JIRA ticket.

Workplace Support Cases sharepoint page and copy the File Structure and paste into either Case Files – Open or Case Files – Closed – Non Comp or Comp – first letter of surname folder which relates to the surname, paste into the correct folder and change the name to be in the naming convention SURNAME, Christian name (Geelong, VIC) - Home

Save the Case Note document into the File Structure with naming convention SURNAME, Christian name (Geelong, VIC) Case Notes.

Copy completed documents into the File Structure from JIRA (Consent Forms, Early Intervention Forms).

Go to H&W Outlook Mailbox and create a new folder in Open Case Files under the first letter in the surname using the naming convention – SURNAME, Christian name (Geelong, VIC).

Open MASTER Workplace Support Tracker MASTER Workplace Support tracker v2.xlsx – Non-comp or Comp and complete the first blank line after the data details are on the Case Notes. Sort alphabetically to update the spreadsheet.

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9. Creating a new category

When a new RCM or Triage person commences a new category needs to be set up in the H@W mailbox.

Click on the H@W Inbox

Categories

All categories

New – add name and a colour which is not assigned to anyone – OK

10. Useful tables for flowcharts

Where to look on the recruitment tracker to see if the employee requires adjustments

Where to look on the recruitment tracker to see if the employee identifies with a disability

Where to look on JIRA to find the search (top right corner)

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11. Relocating Furniture and Equipment between NDIA offices

If the whole site you are based in is moving to a new location, the Property Team will arrange for all furniture and equipment to be relocated.

If you are moving to a new location due to personal circumstances such as moving house or a new job offer, you will be responsible for arranging the relocation of your personally issued equipment. If your equipment is small and easily moveable (for example an ergonomic mouse, mouse pad, keyboard) please pack and move with your other items.

If the items are larger and you cannot safely pack and move them, please speak with your line manager and make arrangements for a courier to deliver to your new location.

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