DOCUMENT 6
Functional Call Handling
Scheme Eligibility Branch
Facilitator notes:
Say
This training session will introduce call handling in Scheme Eligibility with a focus on functional capacity calls.
Click [to go to next slide]
Acknowledgement of Country
Before we begin, | would like to acknowledge the Traditional Owners and Custodians of the Country on which we meet today, and their continuing connection to land, sea, and community. | pay my respects to their Elders, past and present.
| would like to extend that acknowledgement and respect to any Aboriginal and Torres Strait Islander peoples here today.
Facilitator notes:
Say
Before we begin, | would like to acknowledge the Traditional Owners and Custodians of the Country on which we meet today, and their continuing connection to land, sea, and community. | pay my respects to their Elders, past and present.
| acknowledge that | am facilitating this training from the lands of the [insert name] people.
| would like to extend that acknowledgement and respect to any Aboriginal and Torres Strait Islander peoples here today.
Click to go to next slide.
OFFICIAL
Learning outcomes
This session is designed to help you:
- understand the purpose of functional calls
- understand the process for making functional calls
- understand your role in good call handling
- be able to confidently request information to assist in your access decision making.
- understand the importance of making a record of a call in PACE
Facilitator notes:
Say This session is designed to help you:
- understand the purpose of functional calls in the SEB
- understand the process for making functional calls
- understand your role in good call handling
- be able to confidently request information to assist in your access decision making
- understand the importance of making a record of a call in PACE.
Click [to go to next slide]
OFFICIAL
Functional calls
- Functional capacity: a person’s ability to complete tasks with or without assistance
- Functional information can be provided by:
- Applicants
- Carers
- Support workers
- Health professionals or,
- Other listed party with consent.
Facilitator notes:
Say We make functional capacity calls when there is information or clues in the written evidence that suggest an applicant is likely to have substantially reduced functional capacity but there is insufficient detail for us to confidently decide this criteria is met.
When this happens, you can attempt to gather the additional detail you need over the phone instead of making a formal written request for information.
While written requests for functional information are necessary at times, sending an s26 request for further information prolongs the time it takes for the applicant to receive an outcome on their access request. If we can gather information through a call and finalise the decision, we can provide the applicant with an outcome sooner.
Functional Calls can be made to an applicant or where consent has been provided; carers, support workers, health professionals or other listed third parties.
For example, we may make a functional call when a GP has confirmed an applicant has written that the person requires assistance with “all self-care” tasks and it is unclear specifically what type of self-care tasks they may mean. We could call the applicant to clarify exactly what assistance they need and with what type of self-care tasks. If we have third party authority, we may also be able to call their GP or other health professionals listed to collect the additional functional capacity details.
Click [to go to next slide]
OFFICIAL
Life domains
- Mobility
- Communication
- Socialising
- Learning
- Self-care
- Self-management
Facilitator notes:
Say A substantial reduction is when the person usually requires the assistance of another person, specially prescribed equipment or home modifications to participate in, or complete, tasks and activities in one or more life domains.
The impairment does not result in a substantial reduction if a person completes tasks at a slower rate, or in a modified manner.
As you know, we consider the life domains; mobility, communication, socialising, learning, self-care, and self-management.
When you make a functional call, you will ask questions that will help you determine if the applicant’s
functional capacity is substantially reduced in one or more of these domains.
Click [to go to next slide]
Questions
Facilitator notes:
Say Are there any questions about this session?
[Answer questions & wrap up]
END OF PRESENTATION
20
Version control
| Version | Approved by | Brief Description of Change | Status | Date |
|---|---|---|---|---|
| V2.0 | CH00026 | Class 2 approved | APPROVED | 2024-11-05 |
Hidden slide — Version Control