Managed Service Plan (MSP) - Implementing 104-07050030

Phone the customer and:

• explain the reasons the MSP has been implemented. For a reactive MSP, this is as a result 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 including the consequences of non-compliance. For example, they may be prosecuted for criminal trespass if they have a full face-to-face restriction and attend a service centre (without an appointment for a one-off variation)
• 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
• issue the customer with a One Main Contact (OMC)/Personalised Services Service Officer (PSSO) contact card with your contact details

See Resources for a link to the Ordering business cards, employee contact cards page.

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 in an MSP note.

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

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 in the following circumstances:

• customer cannot be contacted by phone
• 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
• customer may benefit from having One Main Contact/Personalised Services Service Officer number(s) 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.

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 through any channel family and domestic violence 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.

Customers must be advised of their MSP in writing.

Send the approved MSP letter including the OMC/PSSO contact card. See Resources for a link to the Ordering business cards, employee contact cards page.

Ensure that only the final approved letter is attached to the MSP.

Staff/Security Guards must not exit the premises to hand deliver the letter to the customer.

In some serious cases, the letter may handed to the customer by local police, if these arrangements exist. Record this in the MSP notes.

Resources has a link to the MSP letter guidelines, including information about postage and delivery.