IRT - Access not met letter not on record

DOCUMENT 5

IRT - Access not met letter not on record

This article provides guidance for review officers on how to create an enquiry case requesting the Scheme Eligibility Branch (SEB) to upload the Access Not Met (ANM) to the PACE record.

Recent updates

16 September 2024

New guidance.

Create an enquiry case for the ANM letter to be uploaded

From the Person Account:

1. Select Cases tab.
2. Select New.
3. Select Enquiry – Case for Enquiries, then select Next.
4. In Categorisation Type, select Access.
5. In Categorisation Category select Access Request.
6. In Categorisation Sub Category select Escalation Enquiry.
7. In Subject add the following template: Remediation required by SEB for s100.
8. Select Save.
9. Navigate to the Enquiry tab and complete Who is Making the Request details?.
   • For Requested by select Participant.
   • For Case Origin, select Internal.
10. Select Next.
11. Complete the Risk Matrix, then select Next.
12. In Enquiry Notes add the below template:
    • Access Not Met letter to be uploaded to documents.
13. In Enquiry Outcome, select Re-assign this enquiry to another user.
14. For Case Re-assignment Reason, select Escalation.
15. For Select User or Queue, select Queue.

16. For Case Owner enter National Eligibility Escalation Queue and select Next.

17. Review the details entered and select Submit.

Note: A Next Action may appear prompting for the enquiry case to be referred to the Access Request Routing Queue. Make sure case owner stays as National Eligibility Escalation Queue.

Once this enquiry is actioned and the letter is uploaded to PACE, the enquiry case will be reassigned back to the review officer.

If the enquiry case has not been actioned within 4 business days, refer to your team leader who will email redacted: s47E(d) - certain operations of agencies with the enquiry case number requesting an update.