Create a technical advice case

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

This article provides guidance for an access delegate, review officer, planner delegate, or planner (non-partnered area) to:

• understand what to complete before creating a technical advice case
• create a technical advice case.

Note: If you’re creating a Technical Advice case for replacement support, go to article Create and action requests for replacement supports.

Note: Technical advice is intended to help delegates make decisions. Local area coordinators (LAC) and early childhood (EC) partners don’t request technical advice in PACE. LACs and EC partners can email technical advice queries to 47E(d) - Certain operations of agencies

Recent updates

3 October 2024 Guidance updated to:

• include additional guidance for review officers to create technical advice from the Internal Review case
• change the mention of System information heading to Case information heading
• advise users not to select restrictive practice (ECS) when creating a Technical Advice case
• advise users not to select categories marked ECS for participants older than 9
• advise users to use Internal Note to add additional information for technical advice questions (if required)
• advice users to use overdue as priority type for children younger than 9
• advice users to use Prioritisation Reason of Scheme Sensitivities for advice about supports for children younger than 9
• add new section for users to check the Technical Advice case has been routed correctly

Before you start

You have:

• read and understood all available information related to your request
• read and understood article Understand advice categorisation in a technical advice case
• read and understood Mandatory Advice Requests on the Technical Advice and Practice Improvement Branch (TAPIB) intranet page Requesting Advice.

Note: Members of the Dog Guide Advisory Group are trialling a streamlined assessment process for Dog Guides. New assessment templates are being used for this process. If you receive a request for a new or replacement Dog Guide on one of the new assessment templates, this is a mandatory TAPIB referral. To learn more about technical advice services, visit the Technical Advice and Practice Improvement Branch intranet page and National Early Childhood (NEC) Branch Planning Supports and Quality Team intranet page and resources.

Create a technical advice case

To request advice from the Technical Advice and Practice Improvement Branch (TAPIB) or National Early Childhood (NEC) Branch Planning Support and Quality team, you need to create a Technical Advice case. If you’re:

• a review officer, you’ll need to create the Technical Advice case from the Internal Review case
• all other staff, you’ll need to create the Technical Advice case from the Person Account.

1. On the right hand side of the screen, on the Case Action Bar, select Technical Advice.

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Note: This will open up the Advice categorisation screen.

2. At Type, select the technical advice you’re requesting from the drop-down list.

   Note: Don’t select Restrictive Practice (ECS) as it can cause the case to route to an incorrect queue.

3. At Category, select the advice from the drop-down list. If applicable, at Sub Category, select the advice from the drop-down list.

   Note: Don’t select categories marked as ECS for participants older than 9. Categories marked as ECS must only be used for children younger than 9.

4. At Does this request include restrictive practices or constraints?, select Yes or No.

   Note: If you’re a review officer, go to step 8.

5. At What specific advice do you require in relation to this request?, in the free text field provide a detailed explanation of the question you’d like answered.

   Note: If you require technical advice for more than one support, you’ll need to submit a technical advice case for each technical advice support.

6. At Select if this request relates to an AAT (Administrative Appeal Tribunal) matter, don’t select the checkbox. Requests relating to Administrative Appeals Tribunal matters are submitted outside of PACE.

   Note: You should not request or record information about AAT advice in PACE. The Administrative Appeals Branch is responsible for managing applications made to the AAT for external review.

7. At Priority, select the relevant level from the drop-down list. To learn more about priority levels, go to section Select the priority in article Understand advice categorisation in a technical advice case.

   Note: You must select Overdue as the Priority for advice on supports for children under 9.

8. Select Next.

Note: The Next button will take you to an additional information screen if more information is required to determine if the request is mandatory. If the request is non-mandatory, it’ll ask you to confirm you have spoken with your Team Leader.

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Submit a technical advice case

The Technical Advice case will open and needs to be finalised. You must complete all the steps below before you submit the request to TAPIB or the NEC Branch Planning Support and Quality team. If the below steps aren’t completed the case will stay assigned to you and won’t go to TAPIB or the NEC Branch Planning Support and Quality team.

To progress the Technical Advice case:

1. From the Details tab, under the Case Information heading, select Edit Subject (pencil).
2. At Subject field, add the relevant subject using the table below. You can include more than one.

Note: You must add a Subject to the case for it to be triaged quickly to the relevant team.

Subject	Description
s48	Technical advice linked to a plan reassessment
s47A	Technical advice linked to a plan variation
s100	Technical advice linked to an internal review
Terminal illness	Technical advice linked to an applicant or participant with terminal illness
MND	Technical advice linked to an applicant or participant with Motor Neurone Disease (MND)

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Subject	Description
Huntington’s	Technical advice linked to an applicant or participant with Huntington’s disease
Hospital discharge	Technical advice referral from Hospital Interface Branch
NEC referral to TAPIB	Technical advice referral from National Early Childhood Branch
Access	Technical advice referral from Scheme Eligibility Branch

Note: If no subject relates to the above table, leave the Subject field blank. 3. At Prioritisation Reason, select the relevant reason from the drop-down list if the advice is being prioritised.

Note: Select Scheme Sensitivities as the Proritisation Reason for advice about supports for children under 9. 4. Confirm the remaining information recorded in the Details tab are correct and make changes if needed. 5. Select Save. 6. Select the Request tab. 7. Complete the mandatory fields marked with an asterisk before selecting Next.

Note: The Next button may take you to an additional information screen if more information is required to determine if the request is mandatory. 8. Record any information the advisor may need to be aware of to action your request.

Note: Not all questions may be relevant. Answer as correctly as possible and create an Internal Note in the case to include other relevant information. Go to article Log an activity or internal note. Note: You can only select Yes or No for question Does the support represent value for money?. If unsure, select No. Create an Internal Note in the case and record if the support represents value for money. 9. Check for and record any risks associated with the Technical Advice case.

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Steps to Submit a Technical Advice Request

10. Link documents from the Person Account or upload any documents to support the request if needed. Go to article Add documents to a case.

11. Make sure the Summary details are correct.

12. At I agree that all the information presented is accurate and up to date, select Yes or No.

Note: If you select No, an error message Please ensure that all the information presented is accurate will appear and system will not allow you to submit the case.

13. Select Submit.

Note: Don’t manually move the case chevrons from New to In Progress as it’ll disrupt the workflow and delay triaging of the advice.

Check Case is in the Correct Queue

You must check the Technical Advice case is in the correct queue. If the request is assigned to an incorrect queue, you must manually assign it to the correct queue:

1. At the Case Owner field, select Change Owner (the person icon). The Change Case Owner screen will display.
2. At the Search Users field, select the down arrow next to the Users icon and then select Queues from the drop-down options.
3. At Search Queues, search:

• Technical Advice Case (TAB) Routing Queue, for mandatory TAPIB request or
• Technical Advice Case (ECS) Routing Queue, for non-mandatory request for children younger than 9.

4. Select Change Owner.

Next Steps

The technical advice request will now be routed to the TAPIB or NEC Branch Planning Support and Quality team to action.

Article Labels

PACE User Role Names

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Version control

Version	Amended by	Brief Description of Change	Status	Date
7.1	SGH107	Guidance updated to include SD, IRT and ECS feedback.	DRAFT	2024-08-29
7.2	UFEX8	Peer review	DRAFT	2024-09-02
7.3	SGH107	Action Peer Review Feedback	DRAFT	2024-09-02
7.4	DD0014	EL1 review	DRAFT	2024-09-03
7.5	SGH107	Action peer review feedback	DRAFT	2024-09-04
7.6	SGH107	Action guidance lead feedback	DRAFT	2024-09-05
7.7	JS0082	EL2 review	DRAFT	2024-09-05
7.8	SGH107	Transfer BIL feedback	DRAFT	2024-09-13
7.9	SGH107	Action BIL feedback	DRAFT	2024-09-13
7.10	SGH107	Action VT Review
Number of long sentences:6
Number of Passive Sentences:14
Readability:58
Grade Level:7.2	DRAFT	2024-09-16