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Managed Service Plan (MSP) - Implementing 104-07050030

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This document contains the process to use when implementing a Managed Service Plan (MSP).

On this page:

Implementing the Managed Service Plan (MSP)

MSP letter Returned to Sender (RTS)

Process Server letter deliveries

MSP verbal trespass warning


Implementing the Managed Service Plan (MSP)

Table 1

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Step

Action

1

Phone the customer and record contact

Phone the customer and:

  • explain the reasons the MSP has been implemented. For a reactive MSP, this is because of a specific incident. For a proactive MSP, this is to support them by addressing vulnerabilities
  • explain the reasons for the duration of the MSP
  • discuss the behaviours taken into consideration. Do not summarise the customer's behaviours as 'inappropriate' or 'aggressive' without explaining why
  • discuss any servicing restrictions
  • if the customer has a proactive or reactive MSP with a full, partial or write only face to face servicing restriction, the MSP verbal trespass warning must be delivered. Only deliver the warning to customers with these restrictions
  • advise the customer how they can access services for the duration of the MSP
  • provide contact details for the One Main Contact (OMC) or Personalised Services Service Officer (PSSO), and confirm the customer’s contact details and method
  • advise they will receive a letter explaining the MSP and a contact card

Add a note for each successful or attempted contact.

If the contact is successful, go to the MSP’s General Details screen and update the Date customer informed of MSP field.

If the customer displays aggression or counterproductive behaviour see Customer aggression - Response. Record a new incident and link it to the MSP.

There are limited circumstances where it is not appropriate to phone a customer:

  • Wherever possible contact the customer's Authorised representative or nominee to enquire where a decision is made not to contact the customer directly
  • Decisions to not contact the customer must be recorded in an MSP note

For Centrelink customers, if phone contact is unsuccessful, consider sending an MSP SMS through desktop messaging. Go to Step 2.

2

Send an MSP SMS via desktop messaging (Centrelink customers only)

To reduce the risk to staff safety, it is important that customers are notified of MSP decisions as soon as possible.

Where possible, an SMS should be sent to the customer where it is determined that prompt message delivery with limited text is warranted ahead of sending more detailed information in an MSP letter. See Centrelink letter online and Electronic Messaging.

SMS can only be sent by approved decision makers where:

  • the customer cannot be contacted by phone
  • the telephone discussion with the customer was unproductive
  • telephone contact was successful, and it was determined that the customer may benefit from confirmation of MSP details by SMS
  • waiting until the next day to call the customer may result in a more productive discussion and the customer would benefit from a preliminary message
  • the customer may benefit from having the Personalised Services triage number captured on their mobile phone

Note: where a decision is made to send an SMS, the approved decision maker must make sure the mobile number on file is not recorded on multiple records. Where this does occur, the SMS must not be sent, and existing phone and letter notification provisions apply. Before sending a customer aggression related Desktop Electronic message, see SMS/Email Search (SMEM) screen.

An MSP SMS should not be sent to customers talking about suicide or self-harm. Refer to Customers talking about suicide or self-harm.

If a staff member witnesses family and domestic violence through any channel involving an immediate threat to safety, staff are to follow their local response guidelines. An MSP SMS should not be sent refer to Family and domestic violence.

Due to the SMS character limit, an SMS does not contain all required notification and decision information. Sending an SMS will complement, not replace the corresponding letter.

3

Letter delivery and administration for MSPs with relevant servicing restrictions or a protection order

Decide the delivery method.

If the letter:

  • includes service restrictions and the triggering incident involves assault, attempted assault or actual stalking, deliver by Process Server, go to Step 6
  • is for a provisional MSP, includes servicing restrictions or a protection order is in place, deliver by Priority mail, go to Step 4
  • does not include servicing restrictions or is another customer aggression letter, deliver by Priority mail, go to Step 5

Resources has a link to the MSP letter guidelines.

Procedure ends here.

4

Letter delivery and administration for other MSPs

Face to Face Service Delivery Support Team (FTF SDST) will use Priority mail to send letters for MSPs:

  • that include the following face to face restrictions:
    • full face to face
    • partial face to face
    • write only
    • where a protection order exists
  • with no servicing restrictions, e.g. proactive MSP with no restrictions
  • that are provisional (1 to 10 days duration)

FTF SDST will:

  • ensure a copy of the final approved letter in PDF format is attached to the MSP
  • print the letter
  • insert an OMC/PSSO contact card. See Resources for a link to the Ordering business cards, employee contact cards page
  • attach Priority labels, unless the envelope already has a Priority stamp
  • add the required details to the internal tracking register. At a minimum, detail must include:
    • MSP ID
    • date letter issued
  • add a servicing arrangement note to the MSP with the same details

Note: FTF SDST will also send the following letters by Priority mail:

  • one-off variations of MSP restrictions
  • reminders of MSP restrictions
  • behaviour warnings

To track letter delivery, see Table 2.

Resources has a link to the MSP letter guidelines.

Procedure ends here.

5

FTF SDST send all MSP letters except for invitations for customers to participate in their MSP review

FTF SDST will email the letter details to the Employee Responsible.

The Employee Responsible will:

  • ensure a copy of the final approved letter in PDF format is attached to the MSP
  • print the letter
  • send the letter by Priority mail
  • add a servicing arrangement note to the MSP confirming the letter has been sent

6

MSPs with servicing restrictions and the behaviour type in the triggering incident includes assault, attempted assault or stalking - engage a Process Server

FTF SDST is responsible for managing all Process Server deliveries.

Before progressing a Process Server referral, FTF SDST will review the triggering incident record and confirm the incident details show that assault, attempted assault or actual stalking occurred. Do not rely only on the behaviour type selected.

Once confirmed, FTF SDST will:

  • upload the MSP letter and referral form to SIGBOX
  • ensure the referral form includes:
    • customer name
    • Primary and alternative address
    • date of birth
    • relevant safety risk information (if applicable)
    • name and contact details of the referring FTF SDST staff member

Note: where SIGBOX is unavailable, FTF SDST will provide the letter and referral form to the Process Server provider by email, using the relevant security markings in line with information security requirements.

Did the incident that triggered the MSP occur while delivering Child Support services?

7

Record the decision to use a Process Server (Child Support customers)

The decision to use a Process Server to deliver a letter to a Child Support customer must be recorded in a ‘servicing arrangement’ note.

In the note, clearly record:

  • that a Process Server will be used to deliver the letter
  • the reason for the decision, including details of past customer conduct, any relevant Work Health and Safety risk considerations or risk of an offence being committed against staff
  • that the disclosure of information is being made under the relevant Child Support legislation:
    • section 150(3)(e) of the Child Support (Assessment) Act 1989, or
    • section 160(3)(e) of the Child Support (Registration and Collection) Act 1988

Make sure reasons are clear, factual and supportable.

For an example of the servicing arrangements note, see CIMS MSP notes > Servicing arrangements notes for delivery of an MSP letter by a Process Server.


MSP letter Returned to Sender (RTS)

Table 2

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Step

Action

1

Managing MSP letters that are Returned to Sender (RTS)

Returned MSP letters do not have barcodes so cannot be scanned to a customer’s record. The Customer Details team accesses the returned MSP letters (flagged as ‘mismatch’ activities) and sends an email to Face to Face Service Delivery Support Team (FTF SDST) listing the Customer ID.

If the letter is about:

  • an MSP ceasing, FTF SDST checks if the customer has been using mainstream channels and decides whether further action is required
  • an MSP commencing, FTF SDST checks if the customer has been in contact with the One Main Contact (OMC) since the MSP start date. If the customer has:
    • been in contact with the OMC, no further action is required
    • not been in contact with the OMC, FTF SDST forwards the details to the OMC. Go to Step 2

If the letter is not about an MSP, e.g. a behaviour warning, FTF SDST checks if the customer has been in contact with the agency and decides whether further action is required. Go to Step 2.

2

One Main Contact (OMC)

The OMC takes appropriate action based on the customer’s circumstances. This may include:

  • phone contact
  • issuing an SMS and/or reissuing the letter to an updated address, and
  • documenting action taken on the MSP notes page

Procedure ends here.


Process Server letter deliveries

Table 3

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Step

Action

1

MSP letter is successfully served

If the Process Server successfully serves the MSP letter, they will:

  • complete an affidavit of service to confirm delivery
  • upload the affidavit, along with a matter closure report, to SIGBOX

Nominated FTF SDST staff will:

  • retrieve the affidavit from SIGBOX
  • store the affidavit in the relevant Content Manager folder
  • review the affidavit to confirm the outcome of the service request
  • add a servicing arrangement note to the MSP confirming the letter was successfully served. Use the approved note template, see CIMS MSP notes > Servicing arrangements

2

Attempted service of MSP letter is unsuccessful

If the Process Server cannot serve the MSP letter:

  • The supplier will email an unsuccessful service attempt notification to the designated FTF SDST mailbox as soon as practicable after the first and second unsuccessful service attempts. The notification will outline the actions taken and the reason the letter could not be served
  • After the third unsuccessful attempt, the supplier will provide a matter closure report to the agency via SIGBOX. The report may also include recommended actions

Nominated FTF SDST staff will:

  • review each unsuccessful service attempt notification
  • assess any identified risks and decide if follow-up action is required
  • add a ‘servicing arrangement’ note to the MSP that records:
    • each unsuccessful service attempt
    • the outcome of the risk assessment
    • any follow-up action taken
  • use the approved note templates in CIMS MSP notes > Servicing arrangements
  • send the letter by Priority post

MSP verbal trespass warning

Table 4: this table describes the MSP verbal trespass warning that is delivered by One Main Contacts (OMC)/Back-up One Main Contacts (BOMC) and Personalised Services Service Officers (PSSO).

Expand table

Step

Action

1

MSP verbal trespass warning

The MSP verbal trespass warning explains the consequences of not complying with the face to face servicing restriction.

Deliver the MSP verbal trespass warning during phone contact only. Do not deliver the warning during face to face interactions with the customer, including in a service centre.

Is there an immediate threat to the safety of the OMC or PSSO, or the safety of another person?

2

Deliver the approved MSP verbal trespass warning script

Do not change or paraphrase the script.

Read the approved warning script:

If you enter any premises of Services Australia, including offices or office carparks, you should expect the police to be called and you may be charged with the criminal offence of trespass.

After delivering the warning, explain that trespass action will not apply if the customer attends under an approved arrangement, for example a pre-arranged face to face appointment or an approved one-off variation.

Confirm the customer understands the consequences of not complying with the MSP servicing restrictions.

If the customer does not understand the warning, read the simplified warning.

Simplified warning

In simple terms, you may be charged with trespass if you come into the office while the servicing restrictions are in place.

Note: the warning must be delivered directly to the customer. If unable to contact the customer by phone, and they have a nominee, an OMC or PSSO may contact the nominee to help arrange a time to speak directly with the customer. However, this does not replace the requirement to deliver the warning directly to the customer.

3

Record the MSP verbal trespass warning

In the customer’s MSP, under a servicing arrangement note, record the outcome of the MSP verbal trespass warning as soon as possible after the conversation, including:

  • the MSP verbal trespass warning verbatim if it was delivered. Record the following wording:
    ‘MSP verbal trespass warning advised DD/MM/YYYY at XX:XX AM/PM. If you enter any premises of Services Australia, including offices or office carparks, you should expect the police to be called and you may be charged with the criminal offence of trespass.’
  • the date and time of the conversation
  • if the simplified warning was used

Procedure ends here.

4

Immediate threat to safety

Where there is an immediate threat to the safety of the OMC or PSSO, or the safety of another person, delay delivery of the MSP trespass warning.

If delivery is delayed, deliver the MSP verbal trespass warning as soon as possible when it is safe and still required or appropriate. This should happen at the next health check.

If phone contact cannot be made at the health check, deliver the verbal trespass warning the next time the customer contacts the OMC or PSSO by phone. This ensures it is delivered as soon as possible during the active MSP.

Decisions to delay delivery of the verbal trespass warning must be recorded in an MSP servicing arrangement note.

Use the following wording:

‘MSP verbal trespass warning delayed DD/MM/YYYY at XX:XX AM/PM. Rationale for delaying delivery: [insert reason].’

If there is an immediate threat to safety, see Customer aggression - Response and escalate the incident to a Team Leader or Manager.

Procedure ends here.