FOI 24/25-0830 DOCUMENT 18
Understand the Eligibility Reassessment Hold Queue
SGP KP Publishing
Exported on 2025-02-28 01:14:17
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SGP KP Publishing – Understand the Eligibility Reassessment Hold Queue
Table of Contents
1 Recent updates …………………………………………………………………………………………………….. 4
2 Before you start …………………………………………………………………………………………………….. 5
3 What happens when we request further supporting information? …………………………… 6
4 What happens when the case is in the Eligibility Reassessment Hold Queue, and we are waiting for information? ……………………………………………………………………………………. 7 4.1 Request for an evidence extension ………………………………………………………………………… 7 4.2 Upload new evidence …………………………………………………………………………………………… 7
5 What happens after the Eligibility Reassessment Hold Queue time ends? ……………… 8
6 Next steps …………………………………………………………………………………………………………….. 9
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SGP KP Publishing – Understand the Eligibility Reassessment Hold Queue
This article provides guidance for all NDIA staff and partners to understand what happens:
- when we request further supporting information
- when the case is in the Eligibility Reassessment Hold Queue, and we are waiting for information
- after the Eligibility Reassessment Hold Queue time ends.
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SGP KP Publishing – Understand the Eligibility Reassessment Hold Queue
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.
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2 Before you start
You have read articles:
- When to refer the participant for an eligibility reassessment
- Review the referral information and complete the eligibility reassessment check
- Notify the participant about an eligibility reassessment.
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3 What happens when we request further supporting information?
The eligibility reassessment delegate requests further supporting information when the eligibility check shows that the participant no longer meets the access requirements. The participant will need to provide more evidence to show they meet the eligibility requirements to continue to be a participant.
The access delegate will contact the participant, their nominee or child representative to notify them that we’ve started an eligibility reassessment. They will send the letter – Eligibility reassessment opportunity to respond, giving the person the opportunity to provide additional evidence that they continue to be eligible, using article Send a manual letter.
The Eligibility Reassessment case will move to the Requested Further Info status and go on hold for 6 weeks. The 6 weeks includes:
- 4 weeks allocated time for the participant to provide evidence
- 2 weeks evidence processing time.
During this time, the case will reassign to the Eligibility Reassessment Hold Queue. The hold time remaining in this queue will be visible in Milestones as Awaiting evidence to be returned. Evidence can be accepted by the participant any time before the access delegate reviews and makes the eligibility reassessment decision.
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SGP KP Publishing – Understand the Eligibility Reassessment Hold Queue
4 What happens when the case is in the Eligibility Reassessment Hold Queue, and we are waiting for information?
The Eligibility Reassessment case will be in the Eligibility Reassessment Hold Queue until the hold time ends. The time may change if we grant an evidence extension request.
4.1 Request for an evidence extension
The participant can request an extension to the 4 weeks to provide evidence. This will be requested and reviewed using an evidence extension case. If approved, the extension length will automatically update the Eligibility Reassessment Hold Queue time.
For more information about evidence extension requests, read articles:
- Contact the participant about their request for more time to provide evidence
- Submit the participant’s evidence extension request for an eligibility reassessment case
- Action evidence extension request for eligibility reassessment case.
4.2 Upload new evidence
When new supporting evidence is received before the evidence due date, it is uploaded to the Eligibility Reassessment case.
After the allocated time expires, the case will automatically route to the Eligibility Reassessment routing queue for assessment.
For more information about uploading evidence, read article Upload evidence to support an eligibility reassessment (ER) case.
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SGP KP Publishing – Understand the Eligibility Reassessment Hold Queue
5 What happens after the Eligibility Reassessment Hold Queue time ends?
When the Eligibility Reassessment Hold Queue time ends, the case will be sent to an access delegate. The access delegate will complete a secondary procedural fairness check.
If the criteria is:
- met, the access delegate will accept the case
- not met, the case will be sent back to the Eligibility Reassessment Hold Queue for another access delegate to action.
For more information about procedural fairness, read article Accept a case from the eligibility reassessment queue and complete the procedural fairness check.
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SGP KP Publishing – Understand the Eligibility Reassessment Hold Queue
6 Next steps
An access delegate will assess the eligibility reassessment case. Read article Review the referral information and complete the eligibility reassessment check for more information.
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