Contact the participant if eligibility changes at the Eligibility Check stage of an eligibility reassessment

DOCUMENT 12

Contact the participant if eligibility changes at the Eligibility Check stage of an eligibility reassessment

SGP KP Publishing

Exported on 2025-02-28 01:16:48

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SGP KP Publishing – Contact the participant if eligibility changes at the Eligibility Check stage of an eligibility reassessment

Table of Contents

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

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

3 Contact the participant ………………………………………………………………………………………….. 6 3.1 Create the call task ………………………………………………………………………………………………. 6 3.2 Contact the participant about the outcome of their ER check …………………………………….. 6 3.3 Log the contact attempt ………………………………………………………………………………………… 7 3.4 Send a letter to the participant ………………………………………………………………………………. 7

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SGP KP Publishing – Contact the participant if eligibility changes at the Eligibility Check stage of an eligibility reassessment

This article provides guidance for an access delegate to contact the participant following an update to NDIS eligibility during the eligibility reassessment (ER) eligibility check stage.

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SGP KP Publishing – Contact the participant if eligibility changes at the Eligibility Check stage of an eligibility reassessment

1 Recent updates

3 October 2024

This is a new article to provide guidance on contacting the participant and sending a manual letter, following an Access Disability Change outcome at the ER eligibility check stage. Content has been taken from article Review the referral information and complete the eligibility reassessment check.

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SGP KP Publishing – Contact the participant if eligibility changes at the Eligibility Check stage of an eligibility reassessment

2 Before you start

You have:

• finalised the Eligibility Check stage of an Eligibility Reassessment case, using article Review the referral information and complete the eligibility reassessment check.
• had an outcome of updating the participant’s eligibility criteria from early intervention to disability. To contact the participant for an update to NDIS eligibility following the Eligibility Reassessment, use article Contact the participant to explain the outcome of their eligibility reassessment.

You have read and understood:

• Guide - Conversation style guide
• Our Guideline - Leaving the NDIS (external) section Are you still eligible for the NDIS?
• Our Guideline – Applying to the NDIS (external)
• article Consider a request for personal information

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SGP KP Publishing – Contact the participant if eligibility changes at the Eligibility Check stage of an eligibility reassessment

3 Contact the participant

Use this guidance to contact the participant following an update to NDIS eligibility during the ER eligibility check stage.

3.1 Create the call task

Before you contact the participant to notify them of the eligibility criteria change, you must create a Call task. This task won’t automatically generate in PACE. This is to log you’re going to contact the participant to notify them of the eligibility reassessment outcome.

1. In the Person Account, select Cases tab.
2. Select All Cases.
3. Select the Eligibility Reassessment case from the list of cases.
4. Select the New Task tab in the Activity panel.
5. At Subject select Call.
6. At Due Date select Today.
7. Select Save.

Note: You must contact the participant using their preferred contact method, which can include calling.

3.2 Contact the participant about the outcome of their ER check

When contacting the participant, their nominee or child representative, make sure you follow the guidelines in article Guide - Conversation style guide.

1. Check the participant, their nominee or child representative preferred communication method and authorisations. For more information about contacting the participant, read article [Contact attempts and unable to contact in an eligibility reassessment case](/foi-library/releases/d12c3f3ba399-foi-24-25-0830-documents-documents/document-011__contact-attempts-and-unable-to-contact-in-an-eligibility-reassessment-case/).
2. Contact the person . Your actions will be different depending upon if the person answers. If:
   • Successful: introduce yourself and confirm if this is a suitable time for the call. Go to step 3.
   • Unsuccessful: follow guidance in article Contact attempts and unable to contact in an eligibility reassessment case. Record the contact attempt using guidance in section Log the contact attempt.
3. Complete a security check to verify you’re speaking to the correct person. Read article Consider a request for personal information, section How to complete a security check.
4. Help the person understand the outcome. Explain:
   • the participant joined the NDIS under the early intervention requirements
   • you’ve decided the participant now meets the disability requirements
   • each piece of evidence and information you used to make your decision
   • what the disability requirements are, using Our Guideline – Applying to the NDIS (external)
   • why the participant now meets the disability requirements and how the evidence and information you’ve used shows this

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SGP KP Publishing – Contact the participant if eligibility changes at the Eligibility Check stage of an eligibility reassessment

• the participant’s my NDIS contact will let them know if any changes are needed to their current NDIS supports
• how to connect with the participant’s my NDIS contact if they have questions about their plan or funding.

3.3 Log the contact attempt

1. Log this interaction in the Eligibility Reassessment case, using article Log an activity or internal note.
2. In the Comments section, use the relevant template. If the contact attempt was:
   • successful: use the template Successful contact template below. Then go to section Send a letter to the participant.
   • unsuccessful: use the template Unsuccessful contact template below. Then follow guidance in article Contact attempts and unable to contact in an eligibility reassessment case.

Successful contact template

Phone call made to <Participant/Authorised Representative> to advise them that a decision has been made to update their eligibility criteria based on the available evidence.

<Participant’s> eligibility criteria has been changed from early intervention to disability.

.

Unsuccessful contact template

<First/Second/Third> phone call attempt made to on all available numbers, to advise them that the participant’s eligibility criteria has been changed from early intervention to disability. Call not answered.

3.4 Send a letter to the participant

1. Send Letter – Update to NDIS Eligibility using article [Send a manual letter](/foi-library/releases/0f965ec93d25-foi-24-25-0883-disclosure-log-documents/document-010__send-a-manual-letter/).
2. When following steps in article Send a manual letter section Send a manual letter via an email in PACE.

PACE Email template

1. In the Subject text field, enter the following template:

   NDIS Eligibility – Correspondence from the National Disability Insurance Agency (NDIA) | -

2. In the message body text field, enter:

   Dear <Participant/Representative first name>, Please find attached a letter from the National Disability Insurance Agency. Kind regards, <First Name, Last Initial> Delegate of the CEO ELIGIBILITY REASSESSMENT

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SGP KP Publishing – Contact the participant if eligibility changes at the Eligibility Check stage of an eligibility reassessment

National Disability Insurance Agency My Branch Manager: Cassie Hammond End of process.

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