Compensation manual letters and Online Advice (OLA) 117-04030020

• Create a manual letter for a compensation case, go to Step 2
• View or print a letter, see Viewing or reissuing a letter or electronic message
• Print a letter locally, see Changing settings to print a letter or electronic message on a local printer
• Cancel or delete unwanted letters, go to Step 10

If an Operational Blueprint says to send a manual letter, check if the procedure includes the letter code to use.

Is the letter code known?

• Yes, go to Step 4
• No, go to Step 3

• Key START into the Super Key
• Select the Manual Letters workflow from the Task Selector, then select Start
• Complete the Benefit type field
• Select Search codes and complete these fields:
  • Letter code: to search for the letter using the letter code. See Resources for a list of letter codes
  • Description: to search for a range of letters using a search term
  • Benefit: to search for a range of letters available for a benefit type
  • Benefit system ID: to search for a range of letters available for a system ID
  • Advice sent to: to search for the required letter recipient
• Select Search
• Select the correct letter code, then select Next

For help finding the right letter, contact Local Peer Support (LPS).

Go to Step 5.

• Key START into the Super Key
• Select the Manual Letters workflow from the Task Selector, then select Start
• Complete these fields:
  • Benefit Type
  • Letter Code
• Select Next

Go to Step 5.

The Manual letter edit screen displays the following:

• Rules:
  • complete these to finalise the letter
  • fill in the blank fields based on the customer's circumstances
• Variables:
  • complete this extra customer information
  • confirm the Variables are correct and complete the fields
  • for BPAY biller information, navigate to the OPXD screen for the related debt
• a preview of the letter to check the letter content is correct

Note: if any Rules or Variables need finishing later, save the letter as a Draft.

When all Rules and Variables are complete, or if saving the letter as a Draft to complete later:

• Select Next
• Select OK

The Manual letter completion screen displays.

Review the fields:

• Description: letter code and description
• History ID: letter identification (ID) number
• Select either:
  • Print letter, go to Step 7
  • Delete letter, procedure ends here
  • Next, to exit the Manual Letters workflow. The letter will save as a Draft. To return to the letter, go to the History Summary (HS) screen and select the Generated letter. Procedure ends here until the Generated letter can be finalised

When selecting Print letter, if the Rules and Variables are:

• not complete:
  • the letter will not print
  • an error message will display
  • select Cancel then select Previous to go back to the Manual letter edit screen to complete the letter
• complete:
  • the Print Letter (LP) screen displays

In the Destination field, select one of the following print types:

• Print centrally (Final)
• Print locally (Final)
• Print locally (Copy)
• Print locally (Draft). The letter will print locally with the DRAFT watermark. Note: if the Service Officer wants to email a draft version of the letter to themselves, they key ‘emailme’ in the Draft field
• Print centrally (Copy)

Printer selection shows the printer destination:

• This pre-populates from the User Profile (UP) screen
• Staff can change their User Profile. They do not need to do this if selecting 'Print centrally'. See Changing settings to print a letter or electronic message on a local printer

If the Service Officer wants to:

• email or print a draft version, go to Step 8
• print and send the letter, go to Step 9
• cancel unwanted letters and activities, go to Step 10

For the Service Officer to:

• email a draft copy to themselves:
  • go to the HS screen
  • select Print locally (Copy) from the Destination drop down menu
  • key ‘emailme’ in the Copy field, select Print
  • the message 'Letter has been queued for Printing' displays. Select Close. A draft copy of the letter sends to the staff member's email address in PDF format
• print a draft copy:
  • go to the HS screen
  • select the Edit letter hyperlink
  • the manual letter selection screen displays, select Next
  • the letter will print locally with the DRAFT watermark

Review the draft letter (email or printed draft). If the letter content:

• is correct, print and send the letter. Go to Step 9
• is not correct, update the Rules and Variables to fix the content. To do this, go to Step 5

• Select Print
• A message displays confirming the letter is queued for printing
• Select Next to exit the Manual Letters workflow
• If the customer has a correspondence nominee, send the same letter to the correspondence nominee

To cancel unwanted letters and activities, go to Step 10.

Otherwise, procedure ends here.

If staff searching for the correct letter code access a letter they do not need, the system may:

• create a shell letter with a status of Generated on the HS screen
• start an advice activity on the Activity List (AL) screen

To delete a letter:

• Go to the HS screen to see a list of letters on the customer's record
• Generated letters can be deleted
• Select Change status
• Action: select Delete Letter
• Select Save
• The system displays confirmation the letter is deleted
• Select Close

Procedure ends here.