DOCUMENT 7
IRT - Allocating a request for action
This article provides guidance for a business support officer or participant support officer to allocate a request for action to a review officer.
Recent updates
1 July 2024
Allocating a request for action
Allocating a request for action
From the Omni-channel:
- Set your status to Available.
- Select the Tick box to select a Request for Action case. The Request for Action case will now be assigned and open automatically.
- If there is new information since the creation of the Request for Action case, ensure the Priority level is correct.
- Refer to article [Review the escalation prioritisation risk matrix](https://example.com) to identify the level of risk to the participant or applicant making the review request.
- You can view the Priority level in the Details tab. If you change the priority level, you must log an Internal Note. Refer to article [Log an activity or internal note](https://example.com) for guidance on creating case activities.
- If the priority level is Medium or High, you must alert the triage team leader.
- The Request for Action case is now ready to assign to a review officer.
- From the Details tab, select the Parent Case number. The Feedback and Complaints case will open automatically.
- From the Details tab, select the Parent Case Number. The Internal Review Case will open automatically.
- From the Details tab, take note of the Case Owner.
- You will need to confirm the review officer is still within the Reviews Branch and is not currently on leave. You can check their current organisation and status via Microsoft Teams. If they are no longer in the Reviews Branch, or are on leave, contact the triage team leader.
- Return to the Request for Action case, select the Details tab.
- In Case Owner, select Change Owner.
- From the Change Case Owner view, search users and select the review officer.
- Select Send notification email.
- Select Change Owner.
The Request for Action case has now been assigned to the review officer.