FOI 24/25-1367 - DISCLOSURE LOG DOCUMENT 30

Create update or end-date an alert

SGP KP Publishing

Exported on 2025-04-28 03:54:43

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Table of Contents

1 Recent updates …………………………………………………………………………………………………….. 4 2 Before you start …………………………………………………………………………………………………….. 5 3 Understand alerts ………………………………………………………………………………………………….. 6 4 Understand automatic alerts ………………………………………………………………………………….. 7 5 Create a manual alert …………………………………………………………………………………………….. 8 5.1 Create a content alert …………………………………………………………………………………………… 9 5.1.1 Important: Support if you are impacted by distressing content ……………………………………………… 9 6 Update or end-date a manual alert ……………………………………………………………………….. 10 7 Find SAP CRM Alerts in PACE……………………………………………………………………………… 11

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

understand alerts
understand automatic alerts
create a manual alert
update or end-date a manual alert
find SAP CRM alert information in PACE.

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1 Recent updates

14 October 2024
Guidance updated to reflect legislation to start a new body called the Administrative Review Tribunal (ART). The ART replaced the Administrative Appeals Tribunal (AAT) on Monday 14 October 2024.

Updates include Administrative Appeals Tribunal (AAT) changed to Administrative Review Tribunal (ART) throughout

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2 Before you start

You have identified important information that staff need to be aware of before contacting or working with the person.

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3 Understand alerts

Alerts inform NDIS staff and partners of important information relating to the Person Account.

You can view active alerts in the Alerts section, on the right-hand side of the Person Account. It’ll appear every time someone accesses a record.

Check the details of any alerts for each action you need to complete.

Some alerts are created automatically in PACE. Others are added manually.

Note: Alerts that have been active under 12 months will migrate from SAP CRM to PACE.

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4 Understand automatic alerts

Some alerts will be generated automatically when you enter or update information. The type of automatic alerts that can be generated will depend on your user permissions.

The table below shows automatic alerts and how these are triggered. You can’t add these alerts manually.

Note: For participants transitioning from SAP CRM, the first two alerts below will transfer to PACE automatically.

Contact alert – Participant is deceased – system updated to show the participant is deceased. Go to article Create deceased participant leaving case.
Contact alert – Do not contact - Do Not Contact checkbox is selected in the Communication Preferences section of the Person Account. Go to article Update a person account.
Contact alert – Young people in residential aged care (YPIRAC) - System shows housing and accommodation set to Residential Aged Care and age of participant is younger than 65. Go to article Update a person account.
Contact alert – Health liaison officer - System shows housing and accommodation set to Hospital/Rehab and Health Liaison Officer Involved? checkbox is selected. Go to article Update a person account.
Contact alert – Justice liaison officer - System shows housing and accommodation set to Corrections Setting. Go to article Update a person account.
Developmental concern – Evidence of developmental concern or developmental delay - For children younger than 6 - System shows that there may be evidence of developmental concern or developmental delay as recorded in the Community Connections case. Go to article Create and complete a community connections case.
Duplicate – Potential Duplicate - Staff have identified there may be 2 or more person accounts for the same person. You must go to the Duplicate Accounts tab of the person account and check which one you should use. Go to section View primary, confirmed and possible duplicate accounts in article Manage a duplicate person account.

Note: When the person account has been confirmed as a duplicate by the data team, a banner will display with the message ‘This is a confirmed duplicate account please refer to the primary account’. You can’t edit the person account once it becomes a confirmed duplicate.

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5 Create a manual alert

Some alerts need to be created manually.

There can only be one alert per Alert Category and Alert Name on a Person Account.

You can create multiple alerts with the same Alert Category, but they must have a different Alert Name.

If you find an active alert for the same alert type already exists, think about whether this can be updated. Use guidance in section Update or end-date a manual alert.

To create a manual alert:

From the Person Account, go to the Alerts section in the top right.
Check there isn’t already an existing alert that you want to create.
Select New.
In the New Alert screen, choose from the Alert Category drop-down list. The options for manual alerts are:
- Contact alert – this alert is when there’s an Agency single contact
- Compensation Alert – this alert is added by the compensation team only
- Plan Alert – this alert is added when either an Administrative Review Tribunal (ART) case or review is in progress
- Visit Alert – this alert is added when there are things you think about when meeting with the participant
- Home and living alert – this alert is added by a home and living delegate when a participant has a Housing Application case in progress. For more information go to article Add or remove a home and living alert on a person account.
- Content Alert – this alert is added when the record contains content some may find distressing. For more information go to section Create a content alert.
Select the Alert Name from drop-down list.
Note: If you choose options that are only available for automatic alerts you’ll get an error message. If this happens, think about whether the alert has been already added to the Person Account automatically. Refer to the list in the section Understand automatic alerts above for more information.
Enter the Alert Reason in the free-text field.
At Additional Information, add a short, concise description to support the reason for the alert.
Note: Avoid recording sensitive or personal information. All notes recorded must be factual. Recorded notes form part of the participant record and can be shared with them.
At Start Date, add a start date for the alert.
Note: It’ll default to today’s date.
At End Date, add the end date for the alert, if applicable.
Note: If you don’t enter an end date, it’ll default to 12 months away. You can extend or shorten the duration of the end date as needed.
Select Save.

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On the Person Account, use the refresh arrow in the Alerts section to check the alert is visible.

SAP CRM Note: For participants transitioning from SAP CRM, the only manual alerts that will transfer to PACE automatically are Compensation Recoveries and Participant to attend office. All other alerts will need to be set manually in PACE.

5.1 Create a content alert

A Content Alert is used to let you know the record may contain documents, material or images which may be triggering, including:

self harm
physical abuse or injury
sexual abuse or assault
deceased First Nations peoples
threatening or intimidating content.
graphic medical procedures and diagnosis

Note: Talk to your Team Leader / Line Manager before creating a content alert.
To create a Content Alert:

At New Alert, from the Alert Category select the Content Alert option.
At Alert name select Content Warning.
Leave the Alert reason blank. The message will automatically generate.
At Additional information enter the location of the content you have considered to be distressing. Include the case name or document name and the related case or document number.

Note: Do not enter any details of the content. Only include the location of the content.

5.1.1 Important: Support if you are impacted by distressing content

If you are impacted by content you see or read on PACE, you can talk to your team leader for support.

If you are NDIA staff or labour hire you can:

get support from an NDIA Peer Support Contact Officer (PSCO). Go to My Wellbeing
get support from the Employee Assistance Program (EAP). Go to Employee Assistance Programs (EAP)
lodge a Speak-Up report with the Work Health and Safety team, if required. Go to Speak Up – Report an Incident.

If you are partner staff, you can access the relevant supports through your organisation, including EAP supports.

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6 Update or end-date a manual alert

Make sure the alerts on a Person Account are always up to date and accurate by:

keeping active alerts to a minimum
regularly reviewing alerts to make sure they’re current and relevant
editing alerts instead of creating a new alert.

If an alert is no longer relevant or current, follow the steps below to update or end-date a manual alert.

Note: You won’t be able to end-date automatic alerts manually. Go to section Understand automatic alerts above for details about what information triggers the system to generate an automatic alert.

To remove an automatic alert, the trigger will need to be removed in the relevant place in the system.

To end-date a manual alert:

From the Person Account, go to the Alerts section in the top right.
Select the drop-down arrow next to the alert that you need to edit.
Select Edit.
Make the edits required.
Change the End Date when the alert is no longer required.
Select Save.
On the Person Account, use the refresh arrow in the Alerts section to check the updated alert is visible.

Note: The alert will no longer be visible if the End Date was updated to today or a previous date.

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7 Find SAP CRM Alerts in PACE

For a participant transitioning from SAP CRM, you should check if alert information is already present in PACE before creating a new alert. The following is a list showing where existing SAP Alerts can be found in PACE, via the person’s account:

Active court order – [PACE other] Court order captured in Managed Authorised Representative case
Active ICT issue(s) – Not required
Advise “One Main Contact” – [PACE alert] Staff risk assessment: Pick list
Aggressive behaviour – [PACE alert] Staff risk assessment: Pick list
Always two staff home visits – [PACE alert] Always two staff home visits (Person Account)
Always two staff office visits – [PACE alert] Staff risk assessment: Pick list
Assistive technology (AT/HM/VM) – Not required
Communication preference/issues – [PACE other] Recorded in Communication Preferences
Compensation alert – [PACE alert] Compensation recoveries (Person Account)
Compensation recoveries – [PACE alert] Compensation recoveries (Person Account)
Contact alert – [PACE alert] Staff risk assessment: Pick list
Contacts – [PACE other] Recorded in Person Account roles and relationships
Crisis area – Not applicable
Deceased – [PACE alert] Participant is deceased (Person Account)
Disability alert – [Not applicable] Primary disability (Person Account)
Domestic violence order – [PACE alert] Use Do Not Contact – reason domestic violence order, reason field is compulsory
Do not contact – [PACE alert] Do Not Contact (Person Account)
Do not proceed - AAT application in progress – [PACE alert] Administrative appeals tribunal (AAT) plan (Person Account)

Note: On Monday 14 October the Administrative Review Tribunal (ART) replaced the Administrative Appeals Tribunal (AAT). The term AAT will still show in PACE alerts after Monday 14 October.
Duplicate record – [PACE alert] Duplicate account (Person Account) -OR- Potential duplicate account (Person Account)
Eligibility reassessment – [SAP CRM] Recorded in SAP CRM
Funded supports – [PACE other] Plan log – show plan history
Funded supports – [PACE other] Approved and declined supports in Decision Log
Home visits only – [PACE alert] Home visits only (Person Account)
Interpreter required – [PACE other] Recorded in Communication Preferences
Invalid contact details – Not required
Media alert – [PACE other] Complaints case
NDIA home delivery code – Not required – this was COVID response

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No home visits – [PACE alert] Staff risk assessment: Pick list
Outstanding payment issues – [PACE other] Captured under Transactions tab in My Budget
Parental order – [PACE other] Manage Authorised Representative
Participant guarantee alerts – [PACE other] Built into PACE pathways
Participant to attend office – [PACE alert] Participant to attend office (Person Account)
Participant’s primary disability changed – [PACE other] Primary disability (Person Account)
Pending complaint – [PACE other] Complaints are managed in Complaints case
Pending compliance action – [PACE other] Recorded as a compliance flag in the Person Account
Pending revocation of registration – Not applicable
Plan alert – [PACE other] Plan log – show plan history
Plan continuation strategy – [PACE other] Plan log – show plan history
Priority access request – [PACE other] Prioritisation tab in Access Request case
Priority planning – [PACE other] Case prioritisation is on the case in priority field in Planning case
Provider deregistered – [PACE other] Blank NQSC ID field in Provider Account
Quote creation required – Not applicable – No quotes in PACE
Relationship manager allocated – [SAP CRM] Refer to SAP CRM
S100 in progress – [SAP CRM] Refer to SAP CRM. Will be deployed in December in PACE
S48 in progress – [PACE other] Open case list – Plan Change case
School leaver alert – [PACE other] School leaver question in Personal and Environmental Risk Assessment. SLES is added in Planning case
Service booking creation required – Not required
Siblings on the scheme – [SAP CRM] Refer to SAP CRM
SLES item added to funded support – [PACE other] Approved and declined supports in Decision Log
Specialist disability accommodation (SDA) – [PACE other] Approved and declined supports in Decision Log
Supported independent living (SIL) – [PACE other] Approved and declined supports in Decision Log
TAT advice pending – [PACE other] Recorded in Technical Advice case
Threat of provider exit – [SAP CRM] Refer to SAP CRM
Transport remediation for funded supports – [PACE other] Transport budget displayed in My Budget
Unsubscribed from NDIS communications – [PACE other] Recorded in Communication Preferences
Vision impaired – [PACE other] Recorded in Disabilities in Person Account
Visit alert – [PACE alert] Staff risk assessment: Pick list.

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