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Finalise a revocation after an eligibility reassessment

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FOI 24/25-0830 DOCUMENT 5

Finalise a revocation after an eligibility reassessment

SGP KP Publishing

Exported on 2025-03-03 21:48:08

Page 43 of 271

SGP KP Publishing – Finalise a revocation after an eligibility reassessment

Table of Contents

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

2 Before you start …………………………………………………………………………………………………….. 5

3 Review feedback from a Quality Development Officer (QDO) ………………………………….. 6

4 Progress the revocation when the QDO confirms the revocation ……………………………. 7 4.1 Complete the call task and send the participant an outcome letter……………………………… 7

5 Revoke the participant in SAP CRM ……………………………………………………………………….. 8 5.1 Review the PACE reminder task ……………………………………………………………………………. 8 5.2 Confirm the Leaving the NDIS Date has passed ……………………………………………………… 8 5.3 Edit the reminder task …………………………………………………………………………………………… 8 5.4 Revoke participant in SAP CRM ……………………………………………………………………………. 8 5.5 Add an Alert to SAP-CRM record …………………………………………………………………………… 9 5.6 Record an internal note to confirm the participant is revoked in PACE ……………………….. 9 5.7 Complete the PACE task ………………………………………………………………………………………. 9

6 Next steps ………………………………………………………………………………………………….. 10

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SGP KP Publishing – Finalise a revocation after an eligibility reassessment

This article provides guidance for an access delegate to finalise a revocation after an eligibility reassessment. You’ll:

  • review feedback from a Quality Development Officer (QDO)
  • progress the revocation when the QDO confirms the revocation
  • revoke the participant in SAP CRM (if required).

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SGP KP Publishing – Finalise a revocation after an eligibility reassessment

1 Recent updates

24 February 2025 Updated to advise the:

  • Leaving the NDIS case will be automatically created and assigned to the my NDIS contact to complete the final checklist
  • Leaving the NDIS Date will be 28 days after the revocation decision passes Quality Check, or the plan reassessment date, whichever is earlier.

20 January 2025 New article to provide guidance for an access delegate to finalise a revocation after an eligibility reassessment.

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SGP KP Publishing – Finalise a revocation after an eligibility reassessment

2 Before you start

You have used article Finalise eligibility reassessment decision to record an access not met decision, which was sent to a Quality Development Officer for a quality check.

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SGP KP Publishing – Finalise a revocation after an eligibility reassessment

3 Review feedback from a Quality Development Officer (QDO)

Once the QDO has completed a quality check, the QDO will manually assign a task or the Eligibility Reassessment case back to you.

Review your PACE Home screen periodically to check whether the QDO has completed a quality check.

  1. Once the quality check is completed, review whether the revocation is endorsed. In the Person Account, select Decisions tab.

  2. Under Decision Name, select Eligibility Reassessment.

  3. In the Eligibility Reassessment Decision under Sub-Decisions, select Revocation Endorsement.

  4. If the revocation:

    • is endorsed, the Decision Name will be Revocation Endorsement and Decision Outcome will be Approved. Continue to section Progress the revocation when the QDO confirms the revocation isn’t endorsed, the case will be manually assigned to you and the Decision Outcome will be Adjustment Required. Go to step 5.

  5. Under Decision Name, select Eligibility Reassessment.

  6. In the Eligibility Reassessment Decision under Sub-Decisions, select Revocation Endorsement.

    Note: The Decision Name will be Revocation Endorsement and Decision Outcome will be Adjustment Required.

  7. Review all QDO feedback in Justifications and Evidence/Explanation. Discuss the feedback with your team leader if needed.

  8. Reassess the case and recomplete the ER Outcome tab using section Complete the ER Outcome tab in article Finalise eligibility reassessment decision.

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SGP KP Publishing – Finalise a revocation after an eligibility reassessment

4 Progress the revocation when the QDO confirms the revocation

If the quality check is approved by the QDO, they’ll finalise the revocation decision and, in the process, close the Eligibility Reassessment case. You must complete the steps below to finalise the revocation.

  1. In Evidence/Explanation section under the Explanation column, review any non-critical QDO feedback.

4.1 Complete the call task and send the participant an outcome letter

The QDO will have created a Call the participant to explain the outcome of their eligibility reassessment task. This will appear under Today’s Tasks of your PACE Home screen.

Note: by default, this will only display tasks that have the same due date as today’s date. If the due date doesn’t align with today’s date, select Today’s Tasks dropdown, then select My Tasks and All Overdue to check all tasks that need action.

  1. Contact the participant to let them know the Eligibility Reassessment Decision, and send them a letter with the decision. Use article Contact the participant to explain the outcome of their eligibility reassessment.

  2. A Leaving the NDIS case will automatically be created and assigned to the my NDIS contact to complete the final checklist. The letter will inform the participant that this will take effect in 28 days or the plan reassessment date, whichever is earlier.

    Note: The my NDIS contact will only finalise the Leaving the NDIS case. You must complete the remaining steps.

  3. Check for a person record in SAP CRM. If:

    • they have a SAP CRM record, continue to section Revoke a participant in SAP CRM
    • they don’t have a SAP CRM record: continue to section Next steps.

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SGP KP Publishing – Finalise a revocation after an eligibility reassessment

5 Revoke the participant in SAP CRM

5.1 Review the PACE reminder task

If you need to revoke a participant in SAP CRM, a reminder Task will appear in your PACE home screen on the Leaving the NDIS Date. The Leaving the NDIS Date will be 28 days after the revocation decision passes the Quality Check, or the plan reassessment date, whichever is earlier. The reminder task will appear under Today’s Tasks on that date.

On this date, the person ceases to be a participant and must be revoked in SAP CRM. This will immediately cease the person’s access to NDIS supports.

  1. Under Task Information at Comments, review information in the text field.

5.2 Confirm the Leaving the NDIS Date has passed

  1. Navigate to the Leaving the NDIS case and select Request tab. The Summary page will display.
  2. Note the automatically calculated date under Leaving the NDIS Date.
  3. If today’s date is:
    • before the Leaving the NDIS Date – go to section Edit the reminder task
    • the same as or after the Leaving the NDIS Date – go to section Revoke participant in SAP-CRM.

5.3 Edit the reminder task

  1. In the Task at due date, select Edit Due Date (pencil).
  2. Amend the due date to reflect the Leaving the NDIS Date.
  3. Select Save.

Note: The Task will then populate in in your PACE Home screen under Today’s Tasks on the updated date.

5.4 Revoke participant in SAP CRM

  1. In SAP CRM, navigate to the participant’s Person Record.

  2. In the NDIS Account screen, select Pathway.

  3. In the Pathway, select the Application of the original access decision.

    Note: This will likely be the first and oldest plan.

  4. Select the Access tab.

  5. Select the Determine Access Decision tab.

  6. Select the arrow icon next to Revoke or Cease a Participant Status to expand the section.

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SGP KP Publishing – Finalise a revocation after an eligibility reassessment

  1. At Revoke or Cease: Select the radio button for Access Not Met.

  2. At Reason Code: Select the appropriate drop-down option.

  3. At Effective Date: Enter today’s date.

    Note: This will either be the Leaving the NDIS Date, or a date after the Leaving the NDIS Date.

  4. Select Revoke in the bottom right-hand corner.

  5. Go to section Add an Alert to SAP-CRM record.

5.5 Add an Alert to SAP-CRM record

  1. In the NDIS Account screen, select Internal Use.

  2. Select Add Items, from the bottom right corner of the screen.

  3. Select Alert.

  4. Select the Primary checkbox.

  5. In Alert, select Eligibility Reassessment from the drop-down options.

  6. In Additional Information, use the following template:

    Eligibility Reassessment has been finalised. Participant revoked on <DD/MM/YYYY>.

  7. Select Submit.

  8. Go to section Record an internal note to confirm the participant is revoked in PACE.

5.6 Record an internal note to confirm the participant is revoked in PACE

  1. Use article Log an activity or internal note and the following template to add an internal note to the Eligibility Reassessment case:

    Revocation decision has been approved on <DD/MM/YYYY> in PACE. Participant’s Leaving the NDIS Date is <DD/MM/YYYY>. Participant status revoked in SAP CRM on <DD/MM/YYYY>.

5.7 Complete the PACE task

  1. In the Task, under Additional Information at Status, select the Edit Status (pencil).
  2. Select Completed from the drop-down options.
  3. Select Save.

Note: The Task will disappear from your Today’s Tasks.

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6 Next steps

This is the end of the eligibility reassessment process in PACE and SAP-CRM.

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