Managed Service Plan (MSP) - Implementing 104-07050030
This document contains the process to use when implementing a Managed Service Plan (MSP).
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Implementing the Managed Service Plan (MSP)
MSP letter tracking and Returned to Sender (RTS)
Implementing the Managed Service Plan (MSP)
Table 1
Step |
Action |
1 |
Phone the customer and record contact + Read more ... Phone the customer and:
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 Power of Attorney, nominee or person permitted to enquire where a decision is made not to contact the customer directly. Document any decision to not contact the customer must be documented 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) + Read more ... To reduce the risk to staff safety, it is important that customers are notified of the 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:
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. A 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 + Read more ... Servicing restrictions include:
Do one or more of the servicing restrictions apply, and the triggering incident did not involve attempted or actual assault and/or actual stalking?
The Face to Face Service Delivery Support Team (SDST) is responsible for managing all aspects of Registered Post letter delivery and tracking. SDST will:
To track letter delivery, see Table 2. See letter delivery methods for more details. Resources has a link to the MSP letter guidelines. Procedure ends here. |
4 |
Letter delivery and administration for other MSP or customer aggression letters + Read more ... Use Priority mail to send the letter for:
SDST will email letter details to the employee responsible. The employee responsible will:
To track letter delivery, see Table 2. See letter delivery methods for more details. Resources has a link to the MSP letter guidelines. |
MSP letter tracking and Returned to Sender (RTS)
Table 2
Step |
Action |
1 |
Tracking Registered Post - Person-to-Person letter deliveries + Read more ... Face to Face Service Delivery Support Team (SDST) accesses and monitors the Australia Post Business Support Portal daily to check the status of letter deliveries. If delivery is unsuccessful, e.g. customer is not residing at the address, or they do not accept delivery, Australia Post will return the letter to the nearest post office. The letter will remain at the post office for 10 business days pending customer collection. If the letter is not collected by the customer, it is returned to sender. Go to step 2. If delivery of the letter is confirmed:
Procedure ends here |
2 |
Managing Registered Post Returned to Sender (RTS) + Read more ... 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 SDST listing the Customer Reference Number (CRN). If the letter is about:
If the letter is not about an MSP, e.g. a behaviour warning, SDST checks if the customer has been in contact with the agency and decides whether further action is required. Go to step 3. |
3 |
One Main Contact (OMC) + Read more ... 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. The OMC documents action taken on the MSP record. |