FOI 24/25-0830 DOCUMENT 11
Contact attempts and unable to contact in an eligibility reassessment case SGP KP Publishing
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Table of Contents
1 Recent updates …………………………………………………………………………………………………….. 4
2 Before you start …………………………………………………………………………………………………….. 5
3 Contact attempts in an eligibility reassessment case …………………………………………….. 6 3.1 Contact methods …………………………………………………………………………………………………. 6 3.1.1 Phone contact ………………………………………………………………………………………………………………. 6 3.1.2 SMS contact …………………………………………………………………………………………………………………. 6 3.1.3 Email contact ……………………………………………………………………………………………………………….. 7
4 What to do if you’re UTC a participant in an eligibility reassessment case ……………… 8
5 Next steps …………………………………………………………………………………………………………….. 9
Table of Contents – 2
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This article provides guidance for a planner delegate, access delegate, local area coordinator or early childhood partner to understand: contact attempts in an eligibility reassessment case what to do if you’re unable to contact (UTC) a participant in an eligibility reassessment case.
Recent updates – 3
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1 Recent updates
3 October 2024
Update to the title of linked article from Understand eligibility reassessment referral requirements to When to refer the participant for an eligibility reassessment
Recent updates – 4
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2 Before you start
You have read and understood: about eligibility in Our Guideline – Applying to the NDIS (external) article When to refer the participant for an eligibility reassessment article Check a person’s preferred contact method.
Before you start – 5
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3 Contact attempts in an eligibility reassessment case
You must make every attempt to contact the participant (or their authorised representative) in an eligibility reassessment case, when you: notify the participant of their eligibility reassessment contact the participant about their request for more time to provide evidence call the participant to explain the outcome of their eligibility reassessment finalise the eligibility reassessment decision.
You’ll attempt to contact the participant at least 5 times over 3 days. In some circumstances the contact attempts and timeframes may vary. For example, if a eligibility reassessment decision has been made or their evidence extension request has been granted. You’ll make one telephone contact attempt for each situation.
Make sure you contact them on different days of the week and at different times of the day. Use their preferred contact method and at least one other communication method. For example, SMS, email or phone.
All contact attempts must be recorded in the eligibility reassessment case, before marking them as unable to contact (UTC). You can’t use contact attempts made as part of another case, like an enquiry case. This guidance is for an eligibility reassessment case. There are different milestones and next steps for other cases.
3.1 Contact methods
Make and record contact attempts in an eligibility reassessment case using the following contact methods:
3.1.1 Phone contact
If you’re contacting the participant by phone, from the eligibility reassessment case:
1. Before you call, send an SMS to let the participant know you're going to call them from
a private number, within an hour. Go to article Send an SMS in PACE.
2. Select Outbound Phone Call for Activity Type.
3. Select one of the following options for the system to recognise the contact attempts:
o No Answer.
o Left Message. Leave a brief message asking them to contact the NDIA on
1800 800 110, only if the person identifies themselves on the voicemail.
o Successful Contact.
4. Select Contact Attempt in the Subject field.
5. Select Save.3.1.2 SMS contact
You can send an SMS from the eligibility reassessment case, to let the participant know you are going to call them. To do this:
1. Select Send SMS from the Activity panel.
2. Select the relevant SMS template from the drop-down. To learn more, go to article
Send an SMS in PACE.
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3.1.3 Email contact
If you’re contacting the participant by email, from the eligibility reassessment case:
1. Select Send Email from the Activity panel. Do not use Outlook to send emails from
your own personal address or a partner organisations email address.
2. Follow the steps in article Send and receive an email in PACE.Every time you attempt to contact the participant, you must log an activity in the eligibility reassessment case. Each contact attempt must have its own Contact Log or Log Activity. To learn more, go to article Log an activity or internal note. To check details of all recorded contact attempts, go to article View the Person Account Timeline.
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4 What to do if you’re UTC a participant in an eligibility
reassessment case
If all contact attempts with the participant are unsuccessful:
1. Look through the Person Account details to identify any reason why you may not be
able to contact the participant. For example they may be overseas, in hospital, or they
may work in the daytime.
2. Identify any informal, community, mainstream or funded support providers and check
consent is recorded. Only contact those people the participant has given us consent to
contact and may be able to reach the participant. For example, a family member, a
representative from an organisation, or a support coordinator.
3. Record each of these additional contact attempts separately in the Log Activity tab in
the eligibility reassessment case. Record any relevant information in the Comments
free text field. For example, who you've contacted, when you contacted them and any
follow-up actions.
4. A participant is unable to contact (UTC) when you've made every attempt to contact
them, and each contact attempt has been unsuccessful.If you have any concerns about the safety or welfare of a participant, you should speak with your line manager.
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5 Next steps
1. Send an SMS to the participant to let them know you've been unable to contact them.
Select the Unable to contact template and follow the steps in article Send an SMS in
PACE.
2. Continue to progress the eligibility reassessment case. This might be to:
o continue with the evidence extension decision. To learn more, go to article
[Action evidence extension request for eligibility reassessment case](/foi-library/releases/d12c3f3ba399-foi-24-25-0830-documents-documents/document-007__action-evidence-extension-request-for-eligibility-reassessment-case/)
o complete an eligibility reassessment referral. To learn more, go to article
[Complete an eligibility reassessment referral](/foi-library/releases/210ccb4f97d1-foi-24-25-2381-disclosure-log-documents/document-006__complete-an-eligibility-reassessment-referral/)
o finalise an eligibility reassessment decision. To learn more, go to article Finalise
eligibility reassessment decision.
3. Only close the eligibility reassessment case when all contact attempts have been made
and recorded. If you close the case and select Unable to contact as the reason, PACE
will automatically generate and send UTC correspondence to the participant.
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