NDIA Accountability Project

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Complete a streaming case (Streaming and Restreaming)

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Complete a streaming case (Streaming and Restreaming)

This article provides guidance for a planner, early childhood partner, local area coordinator or access delegate to:

  • understand streaming and restreaming
  • consider the Complex and YPIRAC streams
  • create the streaming case
  • complete the streaming case
  • if restreaming, manually route the streaming case for decision
  • identify streaming factors.

An access delegate will only complete the streaming case if the National Contact Centre (NCC) creates the Access Request case. In all other situations, the planner or partner that creates the Access Request case will complete the streaming case.

Recent updates

January 2024

  • Removal of ‘Complex’ and ‘YPIRAC’ streaming factors and replaced with reference to articles ‘Submit a referral to the Complex Support Needs (CSN) Branch’ and ‘Create a referral to Younger People in Residential Aged Care (YPIRAC) in an enquiry case’ for how to consider these to avoid duplication.
  • Moved consideration of ‘Complex’ and ‘YPIRAC’ streams with potential referral to CSN or YPIRAC to the first step.

December 2023

  • Further guidance about next steps, including note that streaming must be approved by the delegate before approving the plan to identify the my NDIS contact that will implement the plan.
  • Included a note that restricted access participants will be supported by a planner.

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Before you start

You have either:

  • been supporting the person to apply to the NDIS and need to create an Access Request case
  • identified a new streaming factor that impacts the current stream.

Understand streaming and restreaming

Streaming

Streaming helps to make sure the person receives the support they need to engage with the NDIS. Some people need more support than others. This is internally called streaming. We do not use this term with the person.

Streaming doesn’t affect the level of reasonable and necessary NDIS-funded supports in the person’s plan.

The 6 streams and My NDIS Contact roles are:

  • General – local area coordinator or early childhood partner
  • Supported – local area coordinator or early childhood partner
  • Intensive – early childhood partner or planner
  • Super Intensive – early childhood partner or planner
  • Complex – planner from the Complex Support Needs (CSN) Branch
  • YPIRAC – planner from the Aged Care and Hospital Interface Branch, formerly the Younger People in Residential Aged Care (YPIRAC) Branch

If the person has restricted access, a planner will support them.

Restreaming

Restreaming is when you identify a new streaming factor that impacts the current stream.

When to complete a streaming case

You must complete a streaming case:

  • before creating an Access Request case. This is critical to make sure the Typical Support Package (TSP) is generated if they’re eligible, so they are assigned to the correct team.

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SGP Knowledge Article Template

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You must complete a new streaming case (for restreaming) if you identify a new streaming factor that impacts the current stream. This may include:

  • being notified that the person’s situation has changed
  • receiving additional information
  • identifying that the person was streamed incorrectly.

The streaming case will be allocated to a delegate to approve or override the streaming request. This must be completed before the plan is approved to identify the my NDIS contact that will implement the plan.

Consider the Complex and YPIRAC streams

  1. Review article Submit a referral to the Complex Support Needs (CSN) Branch to consider if the Complex stream may be required (with referral to CSN). If:

    • Yes, follow article Submit a referral to the Complex Support Needs (CSN) Branch. If confirmed complex by CSN, they will complete the streaming case.
    • No, continue to the next step.

  2. Review the article Create a referral to Younger People in Residential Aged Care (YPIRAC) in an enquiry case to consider if the YPIRAC stream may be required. If:

    • Yes, follow article Create a referral to Younger People in Residential Aged Care (YPIRAC) in an enquiry case. If confirmed YPIRAC, they will complete the streaming case.
    • No, continue to the next step.

Create a streaming case

  1. From the Person Account, select Cases.

  2. Select New.

  3. Select Streaming.

  4. Select Next.

  5. In Type, select either:

    • Streaming – if there isn’t a Current Participant Stream in the Details tab.
    • Restreaming – if there is an existing Current Participant Stream in the Details tab.

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SGP Knowledge Article Template

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  1. Select Save.

Complete the streaming case

  1. Select the Streaming tab.

  2. Select Yes or No to the Streaming Questions based on your conversation with the person and any available supporting information.

    • Review the section Streaming factors below to help you answer each question.

  3. Select Next.

  4. Review the Stream to make sure it is correct.

  5. If incorrect, select Previous to update the Streaming Questions.

  6. Select Next.

  7. At Streaming Override, confirm the Stream matches the previous screen.

    Do not select Complex or YPIRAC, unless you are from the Complex Support Needs (CSN) Branch or Young People in Residential Aged Care (YPIRAC) Branch.

    For Complex or YPIRAC, you must complete a referral to the relevant branch for consideration. Refer to section above Consider the Complex and YPIRAC streams.

  8. Select Next.

  9. Review the Auto calculated streaming value and Streaming questions and answers to make sure they are correct.

The Auto calculated streaming value is based on the answers to the Streaming Questions:

* General – no streaming factors
* Supported – one supported streaming factor
* Intensive – 2 or more supported streaming factors
* Intensive – one intensive streaming factor
* Super Intensive – 2 or more intensive streaming factors
* Super Intensive – one or more super intensive streaming factors.

10. If incorrect, select Previous to update the Streaming Questions.

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SGP Knowledge Article Template

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Select the Log Activity tab on the Activity panel on the right of the screen.

  • Select Add.
  • At Activity Type, select Internal Note.
  • At Subject, select Internal Communication.
  • At Comments, note information you used to select the streaming factor.
  • Select Save.
  1. Select Submit.

If restreaming, manually route the case for decision

If streaming, leave the case allocated to you. If restreaming, allocate the case to the Re-Streaming Routing Queue.

  1. Select the Change Owner icon next to the current Case Owner.
  2. Select the downward arrow next to the Users icon and then select Queues.
  3. Search for Re-Streaming Routing Queue (restreaming only).
  4. Select Change Owner.

Next Steps

  1. The streaming case will be assigned to a delegate:

    • They will follow article Approve or override a streaming case (Streaming and Restreaming) to review the streaming value, including the answers to the streaming questions.
    • They will then approve or override the streaming request. This must be completed before you approve the plan to identify the my NDIS contact that will implement the plan.

  2. When streaming is approved:

    • if streaming, continue to support the person to apply to the NDIS.
    • if restreaming, continue to support the person to develop their plan.
    • if the person moves to a different stream, follow articles Understand and check the my NDIS Contact and Update the my NDIS Contact.

Streaming factors

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s47E(d) - certain operations of agencies

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s47E(d) - certain operations of agencies

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s47E(d) - certain operations of agencies

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s47E(d) - certain operations of agencies

Article labels – internal use only

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SGP Knowledge Article Template

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s22(1)(a)(ii) - irrelevant material

Version control

Version Amended by Brief Description of Change Status Date
2.0 EMN960 Class 1 approved APPROVED 2023-09-27
Continuous improvement updates to support the national expansion of PACE
3.0 EMN960 Class 1 approved APPROVED 2023-10-11
Continuous improvements, including additional considerations for when referring a person to the CSN Branch.

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ndis SGP Knowledge Article Template

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Version Amended by Brief Description of Change Status Date
3.1 TERO30 Cl-streaming work package DRAFT 2023-11-06
Priority update to align to IAC recommendations for parents with a disability for applicants and participants.
3.2 CW0032 Branch Manager review DRAFT 2023-11-08
3.3 TERO30 Action BM feedback DRAFT 2023-11-08
3.4 CWO032 2™ Branch Manager review DRAFT 2023-11-09
3.5 TERO30 Action BM feedback DRAFT 2023-11-10
3.6 VFK746 EL1 review — progress to EL2 for submission to BM for approval DRAFT 2023-11-13
4.0 CWO032 Branch Manager approval APPROVED 2023-11-14
4.1 JMO0122 Incorporate stakeholder feedback DRAFT 2023-11-21
4.2 VFK746 EL1 review — progress to EL2 for QA and Publishing approval DRAFT 2023-11-22
4.3 JM0122 Incorporate EL2 feedback DRAFT 2023-11-23
4.4 VFK746 EL1 review — progress to EL2 for QA and Publishing approval DRAFT 2023-11-23
5.0 EMN960 EL2 review and approval to QA and publish APPROVED 2023-11-23
5.1 JM0122 Removed reference to ‘Guide — Complex support needs (CSN) pathway’ and removed ‘at risk of entering aged care’ as a CSN streaming factor. DRAFT 2024-01-02
5.2 ACO932 Peer review DRAFT 2024-01-03
5.3 JMO0122 Incorporate peer review feedback DRAFT 2024-01-08

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SGP Knowledge Article Template

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Version Amended by Brief Description of Change Status Date
5.4 JMO0122 Prepare for BIL review DRAFT 2024-01-08
5.5 VFK746 EL1 review — progress to EL2 for submission to BIL for review DRAFT 2024-01-09
5.6 JM0122 Incorporate BIL feedback DRAFT 2024-01-15
6.0 JS0082 Class 1 Approval APPROVED 2024-01-18

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