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Log an activity or internal note

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OFFICIAL DOCUMENT 47 FOI 24/25-0999 SGP Knowledge Article Template For Internal Use Only

The contents of this document are OFFICIAL.

Log an activity or internal note

This article provides guidance for all NDIA staff and partners to:

 check if there is an open case  decide if a follow-up action or review is required  log an activity or internal note to the case  log an activity or internal note to the person account  understand how to log an activity as a JAWS user.

This could be recording contact with an applicant, participant, authorised representative, provider, unauthorised person, contact attempt or internal note.

Recent updates

6 May 2024

 New section for how to add an activity or internal note to the person account if there

is no relevant open case and no further follow-up action required. You no longer

need to create an enquiry case for this scenario.  Included a step that you must add the person and related contacts to the ‘Name’

field, otherwise the activity or internal note will not appear on the person’s account.  Update to include reference to ‘contact attempt’ in the introduction section to support

you to find the correct article when recording a contact attempt.  Update to section ‘Before you start’ to include scenarios for when you need to log an

activity or internal note.  Emphasised that you must log an activity every time you contact a person and

included additional examples to support this.

Before you start

You either:

 contacted a person or they have contacted you  made a contact attempt

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 need to record an internal note.

Check if there is an open case

  1. Check if there is a related open case:

 If there is a related open case, go to section Log an activity or internal note to the

case.  If there is no related open case, go to section Decide if a follow-up action is

required.

Decide if a follow-up action is required

  1. Decide if a follow-up action or review is required, or if the enquiry is resolved at first contact:

 If follow-up action is required, create the appropriate case to action the enquiry.

Then go to section Log an activity or internal note to the case.

For example, if the participant is calling to update their address, create an Update

Person Account case.  If no follow-up action is required, go to section Log an activity or internal note to

the person account.

Log an activity or internal note to the case

You must log an activity every time you contact or meet an applicant, participant, their provider, or authorised representative, For example, when you:

 contact a person about an access or plan decision, information gathering or

requesting more evidence  support a participant to use their plan  arrange or conduct a meeting. For example, information gathering or check-in  provide support to link to community and mainstream supports  update the person’s account. For example, updates to their profile, roles or

authorities, or their my NDIS contact  respond to a complaint or incident.

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You must also log an activity to create an Internal Note when you contact an NDIS team member or when leaving information for them to review or action.

  1. From the Person Account screen, select Cases.

  2. Select the relevant Case.

  3. Select Log Activity on the Activity panel on the right.

  4. Select Create New or Add.

  5. At Name, make sure the person is listed and add related contacts. For example, the applicant or participant. Do not leave this blank. You must add the person and related contacts, otherwise this activity or internal note will not appear on the person’s account.

  6. Select the Activity Type:

 Inbound Phone Call  Outbound Phone Call  Inbound Email  Outbound Email  Webchat  Internal Note  Face to Face  Virtual  SMS.

  1. Select an Outcome, depending on the Activity Type you choose.

  2. Select a Subject:

 Contact with Participant  Contact with Authorised Person  Contact with Provider  Contact with Unauthorised Person  Contact Attempt  Internal Communication.

  1. Add Comments that are relevant to the case type. To learn more, read articles relevant to the case type.

  2. Select Save.

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Note: When you log an activity, it displays on the Person Account Timeline and the Activity tab. To learn more, go to article View the Person Account Timeline.

  1. After you record comments, continue working through the case using the articles relevant to the case type.

Log an activity or internal note to the person account

If there is no related open case and no further follow-up action or review is required, add the activity or internal note to the person account.

Do not log an activity to the person account if there is a related open case, a new case is required, or follow-up action is required.

  1. Navigate to the relevant Person Account.

  2. Select Log Activity on Account from the highlight panel.

  3. Select the Activity Type:

 Inbound Phone Call  Inbound Email  Webchat  Face to Face  Virtual.

  1. Select a Subject:

 Contact with Participant  Contact with Authorised Person  Contact with Provider  Contact with Unauthorised Person.

  1. Select the Category:

 Information about the NDIS  Reports and Evidence  Plan or Budget  Portal or App  Provider  General Question

  1. Add Comments that are relevant to the enquiry.

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  1. Select Save.

Note: When you log an activity, it displays on the Person Account Timeline and the Activity tab. To learn more, go to article View the Person Account Timeline.

  1. No further action required.

Tips for JAWS users

Quickly navigate to the activity panel

 Press Control plus End to go to the end of the screen.  Press Shift plus H to skip to Headings.  Press the down arrow key to go to the Activity tab. The Activity tab is the default.  Continue to use the down arrow key to go to the Log Activity sub-panel.  You can also press B to go directly to the Create New dot dot dot button then

press Enter to activate. The Log Activity form displays.

Fill in the Log Activity form

 The Name field auto-fills the Contact for the case. To change the Contact use the

Name field to search the NDIS number or name.  Select an Activity Type. The Activity Type determines the value in the Outcome

field. If the Outcome field is not active, an Activity Type is not required. For

example, Internal Notes does not need an Outcome.  Select the Subject field from the list of five choices.  When tabbing from the Subject field, JAWS will announce ‘Please add additional

notes here’. This is a tool tip. Press Tab again to get to the input area to type your

comments for the activity.

Note: To go back to review information in the form, switch to virtual PC mode and use arrow keys to navigate. There is a known issue when using Shift Tab to navigate back. If Shift Tab is used to go back from the Comment field, it will announce ‘Insert Quick Text Button’. This button is not announced when navigating forward. If Shift Tab is used again JAWS reads out the name of the case and case number.

PACE user role names

Add:

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Delete:

Topics

Add:

Delete:

Case names

Add:

Delete:

Ownership

Add:

Delete:

Version control

Version Amended Brief Description of Change Status Date by

1.0 CW0032 BM Review and approval APPROVED 2023-08-01

2.0 CS0074 Class 1 approved APPROVED 2023-12-15

3.0 JC0088 Class 1 approved. APPROVED 2024-04-29

Included option to add internal note to person account when there is no relevant open case and no further follow up action is required.

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